Refund policy
This policy is part of our Terms of Service and applies to purchases made on voasim.com from VOASIM LTDA (CNPJ 59.664.812/0001-84, Maringá, Brazil).
1. Cancellation within 14 days (eSIM not installed)
You can cancel your purchase within 14 calendar days of payment, without giving a reason, and receive a full refund, provided the eSIM has not been installed on any device. Once the QR code is installed, the plan is activated with the partner network and the service is considered delivered, so it can no longer be cancelled free of charge.
If the order was paid but the eSIM has not been issued yet, cancellation is immediate and the full amount is refunded, regardless of the 14-day period.
2. When a refund applies
| Situation | What happens |
|---|---|
| You bought the eSIM and have not installed it | Full refund, within 14 days of purchase. |
| You chose the wrong destination or number of days | We change it at no cost before installation. If the new plan costs more, you pay only the difference; if it costs less, we refund the difference. |
| Your device turned out not to be compatible and the eSIM was not installed | Full refund, within 14 days of purchase. |
| The eSIM does not install or does not connect because of a technical failure | We issue a new eSIM at no cost. If it still does not work and our support cannot fix it, we refund 100% of what you paid. |
| The eSIM was installed and used | No refund, because the service was provided. If you had a quality problem, contact us and we will review your case individually. |
| The eSIM was deleted from the device, or you changed phones without transferring it | A deleted eSIM cannot be reinstalled or issued again, and this is not refundable. Contact us before deleting anything. |
| The plan expired without being used | No refund after the end of the validity. If your trip changes, tell us before it expires and we will adjust it. |
3. Changes before installation
While the eSIM has not been installed, you can change the destination, the travel dates, the number of days and the number of eSIMs in the order. There is no change fee: you pay or receive only the price difference, if any.
4. How to request a refund or change
Write to hola@voasim.com or use the chat on our site, and include the email address used in the order. There are no forms. If the eSIM is not connecting, our support will first try to fix it with you (in most cases it is a setting such as data roaming), and will issue a new eSIM or refund you if it cannot be solved.
5. How and when you get your money back
Approved refunds are always for the full amount paid, with no administrative fees deducted, and go back to the original payment method through Stripe. We request the refund as soon as it is approved; the time it takes to appear on your statement depends on your bank or card issuer, usually 5 to 10 business days.
6. Your statutory rights
This policy follows the Brazilian Consumer Protection Code (Law 8.078/1990) and Decree 7.962/2013 on e-commerce. It does not limit any mandatory rights you may have as a consumer under the laws of your country of residence.