At HORISIM, we aim to provide you with a smooth and secure shopping experience. Nevertheless, there may be cases where you cannot or do not wish to use an eSIM. We also acknowledge that connection issues, although rare, may occasionally occur. For this reason, we offer flexible refund policies.

This refund policy explains the conditions under which refunds are possible and the procedure for submitting a refund request.

1. Requirements
Refund requests may be submitted if:

- you are a consumer within the meaning of Section 13 of the German Civil Code (BGB)
- the eSIM has not been activated and no data connection has been established,
- the refund is requested in writing within 14 calendar days from the date of purchase,
- you have checked in advance at https://www.horisim.com/pages/phone-compatibility whether your device is eSIM-compatible.

Please send your request with justification to refund@horisim.com. Refunds are generally processed via the same payment method within 5–10 business days after approval, but no later than 30 calendar days.

2. Full refund (Withdrawal)
A full refund is possible if the eSIM has not been activated or used (no connection to a foreign network), the request is submitted within 14 days, and there has been no misuse (e.g. multiple activations).

Examples:
- duplicate order
- technical incompatibility without prior use

3. Refunds in case of connection problems
If the eSIM has been activated but does not function properly due to technical issues attributable to HORISIM or our network partners, you may request a partial or full refund.

Requirement: You must contact us immediately upon occurrence of the issue via support@horisim.com and provide appropriate evidence (screenshots, network error messages, device information, etc.).

Important: Refunds are excluded if the issue is reported only after the eSIM validity period has expired, if the eSIM was not installed according to instructions, or if the problem is attributable to user error or device incompatibility.

4. Exclusion of refunds
Refunds are excluded if the eSIM has been activated and demonstrably used (data volume consumed), the eSIM was deleted from the device by the user after activation, the order is withdrawn outside the 14-day period, the device was not eSIM-compatible and this was apparent prior to purchase, additional costs were incurred from third parties (e.g. roaming charges, hotel phone calls), or the refund request is unfounded or abusive.

5. Refund amount
Only the amount actually paid will be refunded. If a discount code was used, the refund will be based on the reduced price, not the listed price. A processing fee of EUR 5 may be deducted, as non-refundable costs are incurred for each transaction.

6. Refund process
Please send your request to: refund@horisim.com

Include screenshots or supporting evidence (e.g. device details, proof of error). Our support team will review your case within 10 business days. The refund will be issued within 30 calendar days after approval.

7. Refund methods
Refunds will be issued using the same payment method that was used for the order. If this method is no longer available, we will contact you to arrange an alternative refund method.