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 β 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 β Receipt: we acknowledge within 24 working hours and issue a tracking reference.
- Step 2 β 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 β 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 β 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.