TERMS AND CONDITIONS

CHANGE POLICY

MISIMCARD's Exchange Policy allows you to exchange the wrong SIM card within 48 hours of purchase.

If it is only a plan change (and does not involve a change of SIM card): you must notify within the same 48 hours after your purchase and at least 48 hours before the travel date.

If the change request requires replacing the SIM Card Chip: you must notify within the same 48 hours after your purchase and at least 72 hours before the travel date.

In this case you will need to cover the delivery cost (The replacement will be sent to the same address to which the first SIM card was originally sent)

Note: In both cases, if the new plan or SIM card has a higher value, you will have to cover the difference. If it has a lower value, the original transaction will be canceled, the money will be returned, and a new transaction will be made for the new value.

  • The changes will be subject to adjustments in the activation process policies of the operators and the shipping times of the transport companies.

RETURN POLICY

MISIMCARD's Returns Policy allows you, in case you are unable to use the service due to its failures, to receive a refund of the money paid, under the following conditions and procedure.

  1. The customer must notify MISIMCARD (support line) about their difficulty (at the time the problem occurs).
  2. The MISIMCARD support team will take on the case and provide the user with the necessary instructions to determine the cause of the problem. Our team may request information provided at the time of purchase, SIM card details (serial number, phone number, etc.), photos of the SIM card, and screenshots of certain sections of the phone.
  3. After determining the origin, instructions for correcting the error will be given.
  4. In the event that the solutions available to our technical team do not resolve the issue and additional validations with the operator are required, the user must wait from 30 minutes to one business day for the operator to provide an official response.
  5. Following this, new adjustment and configuration alternatives would be indicated, or the final result of the problem diagnosis would be acted upon.
  6. If the SIM card chip is damaged, depending on the country, the card can be replaced through one of our stores that is close to the customer and that, according to the itinerary, allows the customer to pick it up.
  7. If a solution cannot be provided, an evaluation will be made based on usage to determine if a partial or full refund applies (in case of internet usage).
  8. After identifying that the diagnosis results in a partial or total refund, the support team will send an email to the Accounting and Administrative Department, with the details of the case and the purchase in order to proceed.
  9. The refund, once authorized, takes between 30 business days.
  10. For activation date changes, please notify us up to 48 business hours in advance. If you do not notify us within this time, the SIM card will be activated. We do not offer refunds for this reason.
  11. The US Unlimited Plan is 170 GB at high speed 5G-4G, after which the speed drops to 2G, at that speed only WhatsApp will work, this as a fair usage restriction by the operator.
  12. The SIM card is valid for 1 year from the date of purchase. After this time, it can no longer be activated or recharged, and we do not offer refunds for this reason.
  13. The eSIM Chip SIM Card International, Mexico, Canada and Colombia do not allow Internet sharing; if you share it, the SIM Chip will be blocked and you will have to buy another one.
  14. The international SIM card chips for countries 90 and 130 are for internet only; they do not have calls, but you can make calls via WhatsApp.
  15. Our SIM card chip only works in internationally unlocked mobile phones.
  16. We are subject to sudden changes in the amount of Internet and Calls offered by the operators, which can happen at any time; if they change the benefits suddenly, we do not make refunds for this reason.
  17. If you lose the SIM chip you must buy another one, we do not give refunds for this reason.
  18. The European SIM Card chip cannot be recharged; it will only work for 28 days.
  19. The European SIM card has a 4-digit PIN; do not throw it away, as it will ask for it again when you turn off the phone. If you throw it away, you must buy another SIM card; we do not offer refunds for this reason.
  20. Never throw away the packaging of the European SIM chip or the card, because if you turn off the mobile phone it will ask you to enter the PIN again, and we will also request information from there for future technical support; if you throw it away you will have to buy another SIM chip.
  21. In Bogotá we ship from Monday to Saturday at 1 pm. If you bought after that time, it will arrive the next day at 7 pm.
  22. Once you have purchased the SIM card or eSIM and entered the date on our website or given to your WhatsApp, it is not possible to change the dates. You must purchase a new SIM card or eSIM with the new dates; we do not offer refunds for this reason.
  23. If we have to refund money and it is not our fault, whether due to a change of decision by the customer or events beyond Misimcard's control, we will deduct 10% of the total purchase, as that is what our payment gateway charges us for refunds.
  24. In Chile we ship from Monday to Friday. If you bought on Saturday or Sunday, we ship on Monday, and that day the shipping delay business days begin.
  25. We activate the eSIM Chip SIM Card 1 day before the date you enter on our website; that day the validity period of your plan begins.
  26. After you complete your eSIM purchase, we will ask for the EID and IMEI of the phone you will use. This EID and IMEI will be associated with the eSIM and cannot be changed afterward. If you change phones, you must buy a new eSIM.
  27. None of our eSIM Chip SIM Cards come with SMS text messages, we do not offer refunds for this reason.
  28. After purchasing your eSIM, we will ask for the EID and IMEI of the phone where it will be used. It can only be used on this phone; it cannot be changed to another phone. If you change phones, you must purchase a new eSIM.
  29. You will only be able to call numbers belonging to regular people, not businesses.
  30. If you remove the eSIM from your phone, you must buy another one.
  31. If we have to refund money and it's not our fault, and you bought in Colombia through Wompi, we will deduct 20% of the total purchase for money handling and also $13,000 for shipping if it's a physical SIM card; if it's an eSIM, we won't charge shipping .
  32. If you buy a SIM card and your phone is not compatible with it, you must buy an eSIM again; we do not offer refunds for this reason.
  33. If you buy an eSIM for a phone that is not compatible with eSIM, we do not offer refunds, as the eSIM is already active and has credit. You must buy a new SIM card this time; we do not offer refunds for this reason.
  34. eSIM for Europe, Mexico, Canada, and Colombia: We send QR codes 1 day before the activation date you set on the website. If we don't send them earlier, we don't offer refunds for this reason.
  35. We do not offer product exchanges; if you make a mistake when purchasing, you must buy again. We do not offer refunds for this reason.
  36. In remote areas of Argentina and Chile where Movistar does not operate, our signal will not work either; we do not offer refunds for this reason.
  37. Our technical support hours are Monday to Saturday from 7am to 7pm New York time.
  38. We only provide support to the person who has the eSIM Chip SIM Card; we do not provide support to other people or third parties, and we do not offer refunds for this reason.
  39. The USA eSIM only allows you to share 10 GB of internet.
  40. Unlimited USA eSIM: After using 50GB of high-speed 5G-4G data, you can continue browsing unlimitedly at low speed.
  41. Our US SIM Card and eSIM chip does not work on Huawei, Xiaomi, OnePlus, and OPPO phones; we do not offer refunds for this reason.
  42. In case of theft or loss of the cell phone and it had an eSIM or SIM Card from us, we cannot replace it or send a replacement because the operator does not allow it, you must buy again, we do not give money back for this reason.
  43. If the customer removes the eSIM, they must purchase a new one, as the operator does not provide eSIM replacements; we do not offer refunds for this reason.
  44. If the customer forgets the SIM cards at home and does not use them on their trip, they have 12 months from the date of purchase to use them; we do not give refunds for this reason.
  45. We ship eSIMs from Monday to Saturday from 6am to midnight New York time. Outside of these hours we do not ship eSIMs. If you purchased on Sunday, we will ship it on Monday at 6am.
  46. The Euro SIM Card or eSIM will only work for the additional GB bonus if you still have GB remaining on your plan; if your plan has ended, the bonus will not work.

  47. For activation, send the photo only when you are 100% sure you will travel, because it will be activated immediately. We are not responsible if you cannot travel due to a positive Covid-19 test or other situations; we do not refund money for this reason.

No refunds will be issued in the following cases:

  • In the event that the user is unavailable, the support team will be able to diagnose the situation.
  • In the event that the user does not report the problem when it occurs, but rather after or after their trip (since the team would not be able to diagnose what happened).
  • If improper handling of the SIM card chip is identified and it is found to be in poor condition due to that handling.
  • If the problem originates from the user's mobile phone.
  • In the event that the user's mobile phone is not unlocked, free or with open bands.
  • In the event that the operator has penalized the line for misuse (for example, sharing internet with a SIM card that is not allowed)

Additional notes:

  • The team will validate the consumption. If there is consumption, the amount consumed will be prorated and deducted from the balance to be refunded.
  • MISIMCARD will not be responsible for any inconveniences related to the service failure beyond the refund of the value of the SIM Card paid.
  • If we do not receive a response from the customer or if they are unavailable to complete the support process, we will understand that the customer agrees to waive this process and, therefore, any solution from us. For this reason, if we do not receive a response or if the customer is unavailable, it will be understood that there will be no claim from the customer. If a claim is submitted, no refund or replacement of the SIM card will be issued, as our team cannot diagnose the issue without the necessary validations and visual tests.