Refund Policy

Last updated: 17 June 2026

This Refund Policy explains when an H2osim order can be refunded. It forms part of our Terms of Service. Because eSIMs are digital products that are provisioned for you individually, the rules below balance fairness to you with the nature of the product.

1. Refundable: unused, unactivated eSIMs

If you have not installed or activated the eSIM, and the QR code has not been used, you may request a full refund within 14 days of purchase. If we are unable to deliver your order — for example because we cannot reach the Telegram username provided after reasonable attempts — we will refund you in full.

2. Generally non-refundable

eSIMs that have been installed or activated, or whose QR code has been scanned;
plans that have started, in whole or in part, including data already used or a number already in service;
orders where incorrect information you provided (such as a wrong Telegram username) prevented delivery, where we made reasonable delivery attempts.

This is because once an eSIM is provisioned and activated it is bound to your device and to the operator's inventory and cannot be resold or reused.

3. Faulty or misdescribed products

If an eSIM is faulty, does not work as described, or cannot be activated due to a problem on our side or the operator's side, contact support promptly. After troubleshooting, if we cannot resolve the issue we will offer a replacement or a refund. This does not cover problems caused by incompatible or locked devices, incorrect setup, or loss of coverage outside the supported area.

4. Statutory rights

Nothing in this policy affects mandatory consumer-protection rights you may have under the law of your country of residence. Where you have a statutory right of withdrawal for digital content, note that this right may end once provisioning begins with your consent.

5. How to request a refund

Contact us on Telegram or by email with your order details and the reason for the request. We aim to respond within 48 hours. Approved refunds are issued to the original payment method; the time for the funds to appear depends on that provider.

6. Chargebacks

Please contact us before opening a payment dispute or chargeback — most issues are resolved quickly. Fraudulent chargebacks on delivered, activated products may result in suspension of service.

7. Contact

Refund questions? Reach us on Telegram.