1. Purpose

This policy sets out the principles governing the sale and provision of eSIM/international SIM services at Simglobal, to protect customer rights, ensure transaction transparency, and enhance service quality.

2. Scope of Application

This policy applies to:

All international eSIM, travel SIM, and data plans sold on Simglobal.vn.
All customers purchasing and using services domestically and internationally.

3. Purchase Process

3.1. Placing an Order

Customers can order services through:

Website Simglobal.vn
Fanpage / Support Chat
Hotline
Support email

Customers should verify:

Device supports eSIM
Phone is not network-locked (unlocked)
Correct country, usage duration and data allowance selected

3.2. Payment

Simglobal supports the following payment methods:

Bank transfer
E-wallet (MoMo, ZaloPay, etc.)
International cards (Visa/Mastercard) – where available
COD (not applicable for eSIM)

3.3. Receiving the Product

For eSIM: customers receive the QR code via email within 5–10 minutes after payment.
For physical SIM (if applicable): delivered via courier within 1–3 days.

4. Activation & Usage Policy

4.1. Activation

eSIM will automatically activate upon arrival in the supported country.
Customers should not install the eSIM too early to avoid consuming usage days.
Usage period begins from the moment the eSIM is installed on the device.

4.2. Device Check

Customers must ensure:

Device supports eSIM
Device is unlocked
Stable Wi-Fi connection when scanning the QR code

4.3. Technical Support

Simglobal provides:

eSIM installation
Signal loss troubleshooting
Plan selection consultation
24/7 support via email, chat, hotline

5. Return & Refund Policy

5.1. Refund-Eligible Cases

Simglobal commits to issuing a refund when:

Customer has not installed the eSIM and requests cancellation.
eSIM does not work due to a provider error.
Plan information is inaccurate compared to the original description.

5.2. Non-Refundable Cases

Refunds are not available when:

Customer has installed the eSIM (QR code has been activated).
Device does not support eSIM (customer did not verify beforehand).
Phone is network-locked, making eSIM unusable.
Customer selected wrong country or wrong plan.
Unused data allowance or remaining usage days.

5.3. Processing Time

Refund processed within 1–3 business days.
Refund method follows the original payment method used.

6. Data Privacy Policy

Simglobal commits to:

Not sharing customer information with third parties.
Protecting email addresses, phone numbers, and payment details.
Complying with Vietnam’s Cybersecurity Law and data security standards.

7. Customer Responsibilities

Customers must:

Check device compatibility before purchasing
Enter correct email address to receive eSIM
Not share eSIM QR code with others
Follow the usage instructions correctly
Contact support immediately if a technical issue occurs

8. Simglobal’s Responsibilities