GTSim values transparency and respect for its customers. This policy was drawn up based on the Brazilian Consumer Protection Code and on the particularities of digital products, such as the eSIM.
1. Deadline to request a refund
The customer may request a refund within 7 calendar days after purchase, provided the eSIM has not yet been activated or installed.
2. Situations in which a refund will not be accepted
- If the QR code has already been sent or viewed.
- If the eSIM has been installed, activated or used, even partially.
- If the customer's device is not eSIM compatible and this information was clearly available before the purchase.
- In cases of a filling-in error by the customer, such as an incorrect email or invalid data.
3. Device compatibility
Before completing the purchase, it is the customer's responsibility to check whether their device is eSIM compatible.
Go to the compatible devices page
4. How to request a refund
The customer must contact support providing their full name, the email used for the purchase, the order number and the reason for the request.
The request must be sent to: suporte@gtsim.com.br
5. Refund method
- Credit card payments: reversal requested from the card issuer, with a deadline according to the card administrator.
- Pix payments: refund to the account provided after approval.
- We do not refund fees charged by payment intermediaries.
6. Technical support
We offer free support to help with the eSIM installation and activation process.