Refund Policy

1. For Physical SIMs

Due to the nature of the product, physical SIM cards cannot be returned/refunded after payment on the Way2go website (https://way2go.vn/).

Way2go guarantees the quality and stability of the products we provide. We are committed to resolving any issues that arise.

Customers should immediately notify Way2go when encountering issues with the SIM during use. Please contact Way2go Customer Service (CSKH) via channels like Facebook, Zalo, or the Hotline: (+84) 902227715 for prompt support.

If the issue is identified as a product fault and the customer cannot use the SIM after following the steps provided by Way2go support staff, the customer will be offered an equivalent product replacement. Any costs incurred during the replacement process will be covered by Way2go.

In cases where a replacement is not possible, Way2go will refund up to 100% of the product's value to the customer. The refund amount will be based on the actual payment made by the customer on the order, minus shipping and other incidental costs.

Way2go will process the refund for the customer within 5-7 working days after confirming the fault. The refunded amount will be transferred via bank transfer to the account provided by the customer through the registered email used when purchasing.

Instances where Way2go will not support a refund:

• SIM has expired activation.
• SIM has been successfully activated.
• The usage location does not meet the required network coverage conditions.
• The mobile device has custom settings preventing the use of some or all of the SIM features.
• The mobile device is network locked.
• Dissatisfaction with internet speed or call quality.
• Other reasons after the SIM has been activated.
• Customer did not contact Way2go proactively during the SIM issue but reported it after completing the trip and usage.
• Change of mind about the purchase.

2. For eSIM (Electronic SIMs)

Due to the nature of the product, eSIMs cannot be returned/refunded after payment on the Way2go website (https://way2go.vn/).

Customers can request a refund if the eSIM is faulty and Way2go cannot fix it, or if the fault is confirmed by the network provider.

Way2go will process the refund for the customer within 5-7 working days after confirming the fault. The refunded amount will be transferred via bank transfer to the account provided by the customer through the registered email used when purchasing. The refund amount will be based on the actual payment made by the customer on the order.

Way2go encourages customers to contact us proactively to negotiate and resolve any issues arising in the refund transaction through the communication channels provided on the website.

Instances where a refund cannot be requested:

• eSIM is lost or has been used according to the Way2go system.
• Customer deletes the eSIM from their device and wants to reinstall it.
• Customer's device does not support eSIM.
• Customer's phone is network locked (lock version phone).
• eSIM has expired (30 days from the successful payment of the order).
• Change of mind about the purchase.
• The destination country has force majeure events (including but not limited to natural disasters, earthquakes, epidemics, fires, wars, strikes, riots, changes in the local country's legal policies, government changes, etc.).
• The network infrastructure of the destination country is unstable or problematic.