Refund policy

We always refund the full amount you paid when you request it, whether your eSIM is unused, partly used or fully used. There is no time limit for requesting a refund.

Your refund covers the full amount paid for the plan. We do not deduct a fee or reduce it because you used data.

You can request a refund before or after installation, activation, data use or expiry. Changed plans, an incompatible device, a mistaken purchase or simply being unhappy are all covered.

You do not need to prove a technical fault or complete troubleshooting to receive a refund.

The same full-refund promise covers top-ups, including top-ups that have already been applied or used. There is no request deadline.

Email support@horizonesim.com, or use our contact page, and include your order number and the email used at checkout.

You do not have to give a reason. We only need enough information to find your order and verify that it is yours.

We aim to reply within 48 hours. Installation, activation and usage do not affect your right to a refund.

We return the full amount paid to the original payment method through our payment provider. We verify the payment and any refund already issued so that the same payment is not refunded twice.

After we issue the refund, it typically takes 5–10 business days to appear, depending on your bank or card issuer. Contact us if you need an update.

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.

Our refund promise applies regardless of installation, activation, usage or the time since purchase. It is separate from, and does not limit, your mandatory consumer rights.

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.