Terms & policies

1. Purpose of collection

We collect personal data in order to: process orders and issue eSIMs; send installation QR codes and order notifications; provide technical support during the validity period; issue VAT invoices on request; and send promotional information where the customer has consented.

2. Scope of collection

• Required at checkout: name, email address, phone number.
• Additional, where an invoice is requested: company name, tax code, address.
• Generated through use: order history, eSIMs purchased, correspondence with support.
• We do NOT collect or store card numbers, CVV codes or any other payment card data. All card data is handled directly by the payment gateway.

3. Retention period

Order data is retained for as long as accounting, tax and complaint-handling obligations require under Vietnamese law. Beyond that period, or upon a deletion request, personal data is deleted or anonymised except where the law requires us to keep it.

4. Address of the entity collecting and managing the data

The owning entity's details are published in the footer of every page of this website and on the Terms & policies page.

5. How customers access and correct their data

• Account holders: sign in and view or edit your details under My account; review every order and eSIM under My orders.
• Guest purchasers: email support with your order number; we verify and respond within 24 working hours.
• You may request correction or deletion, or withdraw consent to marketing, at any time, without any restriction on the service you have already purchased.

6. Our data protection commitments

• Personal data is protected in accordance with this policy and Vietnamese law.
• We do NOT sell, trade or rent customer personal data to any third party for commercial purposes.
• Data is shared only as far as necessary to fulfil an order: with our eSIM infrastructure provider (Airalo) to issue the eSIM; with payment gateways (Airwallex, Alepay, PayPal) to process the transaction; with our email provider to deliver the QR code; and with competent state authorities upon a lawful written request.
• The entire website runs over HTTPS. Account passwords are stored as one-way hashes and cannot be recovered. Access to customer data is role-restricted and logged.
• Should a breach expose personal data, we will notify affected customers and the authorities as required.

7. Complaints about personal data

Any complaint that personal data has been used outside the scope notified should be sent to the support email published in the footer. We acknowledge receipt within 24 working hours and respond with an outcome within five working days.

1. How to reach us

Feedback, requests and complaints may be sent through any of the following, all published in the website footer:

• Support email — the official channel, preferred because it preserves the full exchange as a record.
• The hotline number published on the website.
• TripWise.vn's official social media pages.

Please include your order number, the email address used to order, and a description of the problem, so we can verify faster.

2. Process and timeframes

• Step 1 — Receipt: we acknowledge within 24 working hours and issue a tracking reference.
• Step 2 — Investigation: we cross-check the order, our eSIM issuance logs, payment gateway records and information from the partner network, within five working days. Where a response from an overseas partner network is required, we tell you and the period may extend to a maximum of ten working days.
• Step 3 — Response: we notify the outcome in writing by email, stating the basis and the resolution (refund, reissued eSIM, or an explanation where the complaint is not upheld).
• Step 4 — Execution: refunds return to the original payment method; the time to appear depends on your bank or card issuer, typically 5-15 working days.

3. Principles

• We prefer good-faith negotiation and conciliation that respects the consumer's legitimate interests.
• We do not shift responsibility onto the customer for faults in our own systems or in providers we have chosen.
• Where the fault lies with the customer (an unsupported or carrier-locked device, a mistyped email), we still provide full technical assistance to get the service working.

4. Where no agreement is reached

Disputes are resolved by the competent court under Vietnamese law. You are also entitled to raise the matter with the state authorities responsible for e-commerce and for consumer protection.

1. How prices are listed

• Every eSIM plan is publicly priced on the website, on both the destination list and the individual plan page.
• Prices are listed in Vietnamese Dong (VND) and INCLUDE value-added tax as required by law.
• On the English edition, prices are shown in US Dollars at the conversion rate published at the time of display; the amount actually charged is shown clearly at the final checkout step.

2. No additional charges

• There is NO delivery charge, because eSIMs are supplied electronically.
• There is NO activation fee, SIM fee, processing fee or any other surcharge.
• The amount shown at the final payment confirmation step is the entire amount payable for that order.

3. Basis of pricing

Prices are built from the wholesale cost charged by international partner networks, plus operating costs, tax and a reasonable margin. They are reviewed and updated periodically as input costs and exchange rates move.

4. Price changes

• We may adjust listed prices at any time. Adjustments do NOT apply retroactively to orders already paid for.
• The price applicable to an order is the price displayed when the customer confirms payment.
• Where a price is displayed incorrectly through a technical fault, at an unreasonable difference, we will notify the customer and cancel the order with a full 100% refund before the service is supplied.

5. Promotions and discounts

• Promotions, discount codes and partner vouchers state their conditions, validity and discount amount at the point of display.
• The discount and the resulting price are shown transparently in the cart and at checkout before the customer confirms.
• Vouchers issued by distribution partners are redeemable up to the face value printed on them; any unused balance is not refundable in cash and is not carried over to a later purchase. This condition is stated on the voucher redemption page before use.

6. Invoices

Customers requiring a VAT invoice provide their company details at checkout. Electronic invoices are issued in accordance with the law on invoices and accounting documents.

1. Accepted payment methods

• International Visa, Mastercard and JCB cards, and international e-wallets (Apple Pay, Google Pay) — processed via the Airwallex gateway.
• Vietnamese domestic ATM cards and e-wallets — processed via the Alepay gateway.
• Bank transfer, using the account details shown at checkout.
• PayPal — for customers paying in US Dollars.

The list of available methods may change and is always displayed in full at checkout.

2. Currency

Transactions are made in Vietnamese Dong (VND) for domestic customers. International customers may pay in US Dollars via PayPal. The conversion rate is displayed before the customer confirms.

3. When payment is taken

• Customers pay once, at the time of ordering. We take no further amount afterwards.
• For online payments (card, wallet, PayPal): the order is processed and the eSIM issued as soon as the gateway confirms a successful transaction.
• For bank transfers: the order is processed once we confirm receipt of funds, within one working day at most. Please use your order number as the transfer reference.

4. Payment security

• All card transactions are processed directly by gateways certified to the PCI DSS international security standard.
• This website does NOT store card numbers, expiry dates, CVV codes or any other payment card data.
• The entire website runs over HTTPS, encrypting data between the customer's browser and our servers.

5. Failed or duplicated transactions

• If you have been charged but have not received your eSIM, contact support with your order number. We reconcile with the gateway and resolve within five working days at most.
• If you were charged more than once for the same order because of a gateway error, we refund the excess in full.
• If payment fails, no order is formed and you are not charged. Where your bank has placed a hold, it is released automatically under the issuing bank's rules.

6. VAT invoices

Customers requiring an invoice provide their company name, tax code and address at checkout. Electronic invoices are emailed in accordance with the law.

This section sets out what a customer must satisfy and what the service does not do, so that the position is clear before purchase.

1. Device requirements

• Your device MUST support eSIM. A free compatibility checker is available on the website and should be used before buying.
• Your device must NOT be carrier-locked. Handsets bought on carrier contracts in some markets may be locked and unable to install another provider's eSIM.
• You need an internet connection (Wi-Fi or mobile data) at the moment of installation.

2. Service limitations

• The eSIMs we supply are DATA eSIMs. A plan does NOT include a phone number for calls or SMS unless its description states that voice/SMS is included.
• You will NOT receive banking or other OTP codes on a travel eSIM. Keep your primary SIM in the device to receive them.
• Some plans limit or do not support tethering (personal hotspot). Any such limitation is stated on the plan's detail page.
• Speeds depend on the partner network's infrastructure in each area and are not guaranteed at a fixed rate. Some plans may be throttled after the high-speed allowance is used.

3. Coverage and validity limitations

• An eSIM works only within the country or region stated on the plan. A single-country plan cannot be used elsewhere.
• Validity normally starts when the eSIM first connects to a partner network in the destination country, NOT when you buy it.
• A plan stops working when the data allowance is exhausted OR the validity period ends, whichever comes first.
• Coverage depends entirely on the partner network's infrastructure. We do not guarantee coverage at every location within the country purchased.

4. Who may use the service, and for what

• Customers must have legal capacity under Vietnamese law to enter the transaction. Minors require a guardian's consent.
• The service is supplied for ordinary personal or business travel use. Using it to commit an offence under Vietnamese law or the law of the destination country is prohibited.
• Buying for commercial resale without a written partnership agreement with us is prohibited.

5. Our right to refuse service

We may refuse or cancel an order and refund it in full where: we detect fraud or an irregular transaction; a price was displayed incorrectly through a technical fault; the plan has been withdrawn by the partner network; or supply to the destination country is restricted by law or by partner network policy.

1. How the service is supplied

An eSIM is a digital product supplied ENTIRELY electronically. There is no physical item, so there is no delivery charge and no geographic delivery limit.

• As soon as payment succeeds, the installation QR code appears on the order confirmation screen.
• The same QR code, with the SM-DP+ address and manual activation code, is sent to the email address provided — normally within five minutes of successful payment.
• Account holders can review every eSIM purchased under My orders at any time during its validity.
• The website provides detailed installation guides per device family (iPhone, Samsung, Google Pixel) with illustrations.

2. If the service is not received

If nothing arrives within 30 minutes, check your Spam or Promotions folder first, then contact support. We resend the eSIM at NO additional cost. If a partner network fails and no eSIM can be issued, we contact you and refund in full.

3. Termination

• The service ends automatically when the data allowance is exhausted or the validity period expires, whichever comes first. This is ordinary expiry and gives rise to no refund.
• You may stop using the eSIM at any time by deleting it from your device. Deletion is irreversible and does not create a right to a refund for unused data or time.
• We may terminate service immediately and without refund if the service is used to commit an offence, for payment fraud, or for commercial resale contrary to our published conditions.
• If we withdraw a plan from sale, customers who already bought it keep it for its full validity.

4. Refund policy

Because this is a digital product, refunds turn on whether the eSIM has been activated.

Full (100%) refunds are given where:

• The eSIM has NOT been installed or activated, and a refund is requested within 24 hours of ordering.
• The eSIM cannot be installed because of a technical fault on our side or a partner network's, as confirmed by support.
• The eSIM has no connectivity in the country purchased, despite correct installation and being within coverage.
• The order was charged more than once through a gateway error (the excess is refunded).
• We cancelled the order because the plan was withdrawn or the price was displayed incorrectly through a technical fault.

Refunds are NOT given where:

• The eSIM has been activated and data has been used.
• The wrong country or plan was purchased, or travel plans changed, after activation.
• The device does not support eSIM or is carrier-locked — a condition published clearly, with a free checker available before purchase.
• The data allowance or validity period has been used up.
• The customer deleted the eSIM from the device while the plan was still valid.

5. How to request a refund

• Email support with your order number and a description. For technical faults, include screenshots to speed up verification.
• We respond within 24 working hours and confirm the outcome within five working days at most.
• Refunds are returned to the ORIGINAL payment method. The time to appear depends on your bank or card issuer, typically 5 to 15 working days.
• We charge NO refund processing fee.

1. Online support channels

• Support email — the official channel, open 24/7, published in the website footer. Response within 24 working hours.
• Hotline — direct telephone support during business hours, number published in the website footer.
• TripWise.vn's official Facebook and TikTok pages — questions and feedback by message.
• Business email — for bulk purchase and partnership enquiries.

2. Self-service tools on the website

So that common needs can be handled immediately without waiting, the website provides:

• Help Centre — guides organised by topic: getting started with eSIM, installation and activation, managing data, payment, and troubleshooting.
• FAQ — answers to the most common questions.
• eSIM compatibility checker — a free check of whether your device supports eSIM, before you buy.
• Step-by-step installation guides per device family (iPhone, Samsung, Google Pixel), with illustrations.
• Order lookup — account holders can review all orders, QR codes and eSIM status at any time.

3. Languages

We support customers in Vietnamese and English. The entire website, the installation guides and all policies are published in both languages.

4. Response commitments

• Ordinary technical support requests: response within 24 working hours.
• Installation failures or no connectivity: prioritised, with a response as early as possible the same working day.
• Complaints: receipt acknowledged within 24 working hours, outcome notified within five working days at most.

Decree 248/2026/ND-CP requires an e-commerce platform to publish every main criterion it uses to restrict or prioritise the display of goods and services. The following is the complete set in use on this website.

1. General principles

• We do NOT sell placement. There is no paid advertising, no sponsorship tier, and no way to pay to rank higher.
• Display order does NOT depend on margin, commission or the wholesale cost of a plan.
• We sell only eSIMs we supply ourselves. There are no third-party sellers, so no question of favouring one seller over another arises.

2. The destination list

• Every country and region is listed in alphabetical order by name. That order is fixed and does not vary by visitor.
• The price shown against each destination is the price of the CHEAPEST plan currently on sale for it.

3. The homepage “Featured destinations” section

• This is a MANUALLY EDITED, fixed list of the markets Vietnamese travellers visit most: Japan, South Korea, Thailand, Singapore, Taiwan, Malaysia, the United States and Hong Kong.
• It is chosen by our team from actual customer demand. It is NOT algorithmically generated and does NOT depend on profitability.
• It changes only when we edit it, and is identical for every visitor.

4. Ordering of plans within a destination

• The default order is price, lowest to highest.
• You can switch to ordering by data allowance, using the control on the page.
• You can filter by validity period and by data allowance.
• Beyond your own choices, nothing else affects this order.

5. Related destination suggestions

• On a destination page, suggestions favour countries in the SAME GEOGRAPHIC REGION as the one being viewed.
• If there are not enough, the list is topped up from a fixed set of popular destinations.
• Only destinations with at least one purchasable plan are shown.

6. Search

• Search matches your keyword against the NAME of a country or region, ignoring case and Vietnamese diacritics.
• There is no scoring algorithm, no weighted relevance ranking and no personalisation of results.

7. Promotions and discounts

• A discount changes a plan's DISPLAYED PRICE. It does not change that plan's position in a list.
• If a discount makes a plan cheaper, it may appear earlier when sorting by price — that is a direct consequence of the price, not a separate prioritisation criterion.

8. Personalisation and personal data

• We do NOT personalise product ordering by profile, purchase history or browsing behaviour.
• We do NOT use personal data to decide which plans you see first.
• The site detects the country you browse from, but ONLY to choose the display language (Vietnamese or English) and currency. This does not affect which products are listed, or in what order.

9. How you can change the display criteria

• Change plan ordering: use the “Sort” control on a destination page to choose cheapest first or by data allowance.
• Narrow the list: use the validity and data-allowance filters on the same page.
• Change language and currency: use the VI/EN switch in the header.
• These choices apply to your own session only and are not saved to a personal profile.

1. Scope

These conditions apply to every purchase of a travel eSIM on esim.tripwise.vn. By placing an order you confirm that you have read and accepted them, together with the related policies published on this website.

2. The service

This website supplies travel data eSIMs for more than 200 countries and territories, carried on international partner networks via the Airalo Partner API. Every plan displays its country or region, data allowance, validity, operating carrier and price.

3. Formation of an order

• An order is formed once payment completes and you receive our confirmation email.
• You are responsible for providing an accurate name, email address and phone number. Your eSIM QR code is sent to the email address you enter.
• You may buy as a guest or create an account. An account lets you look up past orders and the eSIMs you bought.

4. Seller's rights and obligations

• To supply the exact plan purchased, within the time committed.
• To provide complete information about the service, its price, conditions and limitations before you decide to buy.
• To provide technical support throughout the plan's validity.
• To protect personal data in accordance with the published Privacy Policy.
• To receive and resolve complaints under the published procedure.

5. Customer's rights and obligations

• To provide accurate information when ordering, and to pay in full.
• To check device compatibility before buying, using the free tool on this website.
• To use the service lawfully under both Vietnamese law and the law of the destination country.
• To complain and to request refunds under the published policies.

6. Amendments

We may amend these conditions. Amendments take effect when published on the website and do NOT apply retroactively to completed orders.

7. Governing law

These conditions are governed by the law of Vietnam.