This policy covers eSIM plans and top-ups purchased on touresimo.com. It distinguishes our ordinary change-of-mind policy from remedies for service problems and mandatory cancellation or withdrawal rights.
1. Cancellation before issue
You may request a change-of-mind cancellation within 14 days of purchase if the eSIM has not been issued and the plan has not been installed, activated or used. Contact us promptly: digital fulfilment may begin automatically after payment. We check the order and fulfilment status before confirming cancellation.
2. Issued, installed or expired plans
Under our ordinary change-of-mind policy, an issued eSIM, an installed or activated plan, used data and unused data remaining after expiry are normally not refundable. After issue, a plan bought for an incompatible or locked device, an incorrect destination or changed travel plans is also normally outside that policy. These conditions do not override mandatory rights or remedies where a service was faulty, not supplied or materially different from its description.
Issuance alone does not establish that you have legally waived a withdrawal right. Where applicable law requires a separate express request or acknowledgement before early supply affects cancellation rights, general agreement to website terms does not replace it.
3. Delivery, installation and connectivity problems
If an eSIM is missing, cannot be installed or does not connect in a covered destination, contact support@touresimo.com promptly. Include your order number, device model, destination and a description or screenshot of the error. Do not delete the profile while troubleshooting unless instructed. We may check activation, usage, settings and network status to identify the cause.
Depending on the issue and applicable rights, remedies may include troubleshooting, correction, replacement, a price reduction or a refund. Temporary reception changes or variable speed do not automatically establish a fault; reported problems are assessed on their facts. There is no blanket exclusion of remedies for network-related failures.
4. Duplicate payments and incorrect orders
If you believe you paid twice, do not place another order. Send order numbers and payment references to info@touresimo.com. We will check payments and fulfilment and correct any erroneous duplicate charge. Contact us immediately if you entered an incorrect email address or selected the wrong plan; changes after issue may not be technically possible.
5. Top-ups
Check the existing eSIM identifier and selected top-up before payment. Once applied, a top-up is normally not reversible under our change-of-mind policy. Non-delivery, application to the wrong eSIM through our error, faulty service and mandatory remedies remain subject to review and applicable rights.
6. Making a request
Email info@touresimo.com with your name, order number, order email address, purchase date and reason for the request. State whether the profile has been installed, activated or used. We do not routinely require a government identity number. Do not send full card details or passwords. We may ask for proportionate information to verify the order or investigate the issue.
You can also use the business contact details below. Where applicable law permits cancellation by a clear statement or another method, this policy does not require a particular form or remove that option.
7. Approved refunds
Approved refunds are returned through the original payment method wherever possible. We will confirm the outcome and amount. Processing and the time until funds appear depend on the payment service and bank, subject to legally required deadlines. We will not substitute store credit for a legally due refund without your agreement.
8. Mandatory consumer rights
Cancellation, withdrawal and service-quality rights under applicable law take priority over conflicting provisions. Where statutory withdrawal applies, its conditions, permitted deductions and deadlines follow that law. The ordinary change-of-mind limits above do not replace those rights.
Contact TOURESIMO
TOURESIMO
2042 Ashton St.
Middleburg, FL 32068
United States
General enquiries, privacy and cancellations: info@touresimo.com
Technical support: support@touresimo.com
WhatsApp: +1 904-243-7102
English support is available 24/7.