Plans are digital and start working the moment you install them, so refunds depend on whether the eSIM has been used. The short version: if you haven't installed it yet, you're covered for 7 days. Once data starts flowing, we can't take it back.
The short version
Bought a plan you haven't installed and changed your mind? You can request a full refund within 7 days of purchase.
Installed it but never used any data? You may be eligible for a partial refund — get in touch and we'll look at your order.
Already used the data, or let the validity expire? Those plans are non-refundable. Everything below explains the details and how to ask.
When you can get a refund
Unactivated plans within 7 days. If you have not installed the eSIM profile and the plan has not started, you can request a full refund within 7 days of the purchase date. This is our standard promise across the site.
Plans that can't be installed. If your device turns out to be incompatible and we did not publish a compatibility note that covered your case, we'll refund you in full — even outside the 7-day window. Always check the compatibility list on the plan page before you buy.
Technical faults on our side. If a plan fails to deliver because of a problem we caused — a profile that won't issue, a network we can't activate — we either fix it or refund it. You're never charged for a plan we couldn't provide.
When we can't refund
Activated plans with data used. Once any data has been consumed on the plan, it is non-refundable. The service has been delivered and used.
Expired validity. If the plan's validity period has run out, it can no longer be refunded, whether or not all the data was used.
Incompatible devices when we warned you. If your device was listed as unsupported, or your device does not support eSIM at all, the plan is non-refundable — please confirm compatibility before buying.
Activation in the wrong country or wrong plan bought by mistake. We can't refund a correctly delivered plan that started working as described. If you're unsure which plan you need, ask us before you pay.
Top-ups
A top-up adds data or time to an existing, already-activated plan. Because it attaches to a plan that is in use, a top-up is treated as immediately delivered and is non-refundable once applied.
If a top-up fails to apply for a technical reason and no extra data is added, contact us and we'll refund the top-up in full.
How to request a refund
Email support@horizonesim.com, or use our contact page, and include your order number and the email used at checkout.
Tell us briefly why you're requesting the refund — not installed, device incompatible, technical fault — so we can review it quickly.
We may check the activation status of the eSIM to confirm eligibility. We aim to reply to every refund request within 48 hours.
How refunds are processed
Approved refunds go back to the original payment method through our payment provider, Paysera. We can't redirect a refund to a different card or account.
Once approved, refunds typically take 5–10 business days to appear, depending on your bank or card issuer. We'll email you when the refund has been issued on our side.
Refunds are made in the original currency of the purchase. Any difference caused by exchange-rate movement between purchase and refund is set by your bank, not by us.
Your EU consumer rights
Under EU consumer law you normally have a 14-day right to withdraw from an online purchase. For digital content supplied immediately, that right ends once supply begins — provided you gave prior consent and acknowledged losing the right of withdrawal.
When you buy an eSIM and install it, you ask us to begin supplying the digital service straight away and you confirm you understand the right to withdraw no longer applies once the plan is activated. Until you install it, your 7-day refund still stands.
These terms do not limit any mandatory rights you have under the consumer law of your country, including remedies for a service that is faulty or not as described.