TERMS OF SERVICE & POLICY SUMMARY
1. Replacement, Return & Refund Policy:
Customers are eligible for a 1-to-1 replacement if the issue is confirmed as a manufacturer defect.
Reporting Requirement: Issues must be reported immediately to Way2go when they occur. Way2go reserves the right to decline support for claims made after the trip has ended.
Verification Requirements: To facilitate troubleshooting and process a 1-to-1 replacement, customers must provide: eSIM QR Code, Device model (e.g., iPhone 15), Current location/country, and Confirmation of following setup instructions (Scanned eSIM, Reached coverage area, Turned on W2G SIM & Data Roaming).
Non-refundable / Non-returnable Cases:
- Lost eSIMs or eSIMs identified as activated/used on Way2go's system.
- eSIM deleted from the device by the customer attempting to reinstall.
- Devices that do not support eSIM functionality.
- Carrier-locked phones (Lock versions).
- Expired eSIMs (over 30 days from the successful payment date).
- Change of mind / Change of purchase intent.
- Force majeure events at the destination country (including but not limited to natural disasters, earthquakes, epidemics, fires, wars, strikes, riots, legal policy changes, government changes, etc.).
- Network infrastructure instability or outages in the destination country.
2. Orders & Payment Terms:
Way2go confirms that all fees are inclusive of value-added tax (VAT), unless otherwise specified. Purchases are strictly for personal/household use and not for commercial resale.
3. Privacy & Data Handling:
Personal and transactional data are processed to fulfill orders and prevent fraud in accordance with Shopify privacy standards.
Operated by CONSORTIO VIETNAM JOINT STOCK COMPANY (82 Nguyen Huu Huan Str, Hanoi, Vietnam). Support: cs@way2gotravel.com.