Terms & Conditions

00:14 22/11/2023

Welcome to esim.vn - an e-commerce site established and owned by ESIM TELECOMMUNICATIONS COMPANY LIMITED.

Head office: No. 331/21 Vuon Lai, Phu Tho Hoa Ward, Tan Phu District, Ho Chi Minh City, Vietnam.

By accessing our website, you agree to these terms.

The website may change, edit or adjust any content of the Terms and Conditions of use, taking effect 03 (three) days after the changes are announced and fully posted on the website.

Please read these Terms and Conditions carefully before purchasing any travel eSIM or service on esim.vn.

1. Scope of application and usage guidelines

- The Terms and Conditions apply to customers who:

+ Purchase the types of eSIM sold on esim.vn.

- Customers under these Terms and Conditions include:

+ Any individual with full civil act capacity, aged 15 or older, with assets to perform the purchase transaction, or under the supervision of a parent or legal guardian.

+ Any organization established and operating legally under the laws of Vietnam.

- It is strictly prohibited to use any content of the website for commercial purposes or on behalf of any third party without the written permission of esim.vn.

- When registering an account, you must provide authentic information about yourself and update it if there is any change, and you are responsible for keeping your account & login password secure. In case the account is accessed without authorization, you must notify us immediately for handling. esim.vn is not responsible for any damage or loss arising from your failure to comply with the regulations.

2. How the contract is formed

- Any information about eSIM data plans posted on esim.vn shall in no case be understood as an offer to enter into a contract from esim.vn to the Customer. The contractual relationship is only formed and takes effect from the time the Customer places an order and the order is accepted in one of the following 02 forms: a notification sent to the email provided by the Customer, or a message from esim.vn sent to the Customer's phone number confirming that the order has been processed successfully.

- When wishing to cancel an order (if any), you must follow the regulations in the Return Policy posted on esim.vn. An order may be cancelled in part or in full as confirmed by the Customer with the Customer Care Department. esim.vn has the right to cancel the Customer's order in certain cases, as stipulated in the Delivery Policy. In that case, the amount the Customer has paid corresponding to the value of the cancelled order will be refunded to you as prescribed.

- To ensure fairness and the interests of the Customer as the end consumer, esim.vn has the right to apply restrictive conditions in implementing promotional programs: no limit, a limit on the maximum quantity of eSIM data in each promotion that one Customer may purchase, a limit on the purpose of buying travel eSIM (for consumption only, not for business or resale…), or other limits (if any) detailed in each promotion. These restrictive conditions are hereinafter referred to as the Promotion Policy.

Therefore, esim.vn has the right not to confirm, to refuse, cancel or reclaim the delivered products of orders that violate any content of the Promotion Policy.

- esim.vn has the right not to confirm, to refuse, cancel or reclaim the delivered eSIM data of the Customer's orders in certain other cases at the decision of esim.vn without notifying the Customer.

3. Ordering and order confirmation

- For eSIMs of overseas carriers: after ordering and paying, the customer will receive the eSIM QR code by email within 5 minutes to activate and use.

- For eSIMs of carriers in Vietnam: after you successfully place an order on the website, you must wait for staff to contact you and guide you to the telecommunications service point at No. 331/21 Vuon Lai, Phu Tho Hoa Ward, Tan Phu District, Ho Chi Minh City to receive the eSIM and sign the standard-form contract and general transaction conditions in accordance with Decree No. 49/2017/ND-CP dated 24/04/2017 of the Government.

4. Order value and payment methods

- Prices of eSIM data plans on esim.vn may or may not include value-added tax.

- The Customer pays the order value as prescribed in the Payment Guide. Clicking the 'Complete order' button to proceed with payment means the Customer confirms having carefully reviewed the order information and agrees to the Terms and Conditions applicable to that purchase transaction.

- esim.vn provides flexible payment methods for customers to choose: domestic ATM payment cards, direct bank transfer, payment via the VNPay wallet.

- To ensure payment safety, the Customer should note:

+ Only make online payments at the linked window redirected from esim.vn;

+ Use and safeguard cards (credit cards, ATM cards, purchase cards…) and card/account information carefully;

+ In all cases, with international credit/debit cards, please do not disclose the CVV/CVS/CSC number (the security code, the three-digit set printed on the back of the card) to protect your card information.

5. Discount codes, Customer codes and Promotional programs

- Wishing to bring many benefits to Customers, esim.vn regularly runs special promotions and discounts. However, to ensure fairness for customers as end consumers, the maximum quantity of eSIM data for each customer when participating in a promotion at esim.vn is three (03) eSIM data. The rules and limiting conditions of each program will be updated on the promotion page and may be changed without prior notice.

- A discount code is a form of discount that esim.vn offers to customers, which may reduce part or all of the order value.

- Each order may apply only one (01) discount code. You will receive information about the terms and conditions of using the discount code.

- A customer code is a form of discount for loyal customers who regularly purchase on esim.vn. This customer code is discounted according to each customer tier (New customer, Regular customer, Loyal customer, VIP customer).

- The customer code is automatically extended by 12 months from the most recent successful purchase.

- esim.vn has the right to refuse orders using discount codes/customer codes that do not satisfy the terms and conditions without prior notice. In this case the discount code will not be reissued. In addition, esim.vn has the right to refuse to extend expired codes, codes not fully used, or cases of unilateral order termination arising from the Customer.

6. Shipping and receiving

- For eSIMs of overseas carriers: after ordering and paying, the customer will receive the eSIM QR code by email within 5 minutes to activate and use.

7. Product exchange and return

Product exchange and return is carried out according to the regulations in the Return Policy posted on the esim.vn website.

8. Earning and redeeming points

- Regulations on accumulating and redeeming reward points are implemented according to the specific policy at each time and each program of esim.vn.

- esim.vn encourages Customers to register an account on esim.vn to shop easily, conveniently track transaction history, receive updates about goods and promotions, and enjoy incentives for loyal Customers.

9. Information security regulations

- eSIM.vn always values and respects information security and uses the best measures to protect all Customer information. Information during the payment process is encrypted to ensure safety.

- You must not use any program, tool or means to interfere with the system to alter the data structure. The website also strictly prohibits any act of disseminating, propagating or encouraging any activity aimed at interfering with, sabotaging or intruding into the system data. Violating individuals or organizations will be stripped of their rights and prosecuted before the law if necessary.

- Regulations on Customer information security are implemented according to the Customer Personal Information Protection terms in the Operating Regulations posted on the website.

- Regulations on payment information security for Customers are implemented according to the terms in the Payment Policy.

10. Complaint handling

- For any questions or complaints, including but not limited to the quality of travel eSIM/service, receipt of eSIM data, the attitude of sales staff, exchange/return of eSIM data,… the Customer may contact the Customer Care Department via Hotline Purchase consulting: 0984.747.747 (08:00 - 18:00) | Feedback - complaints: 0976.89.89.89 (08:00 - 18:00) or send to email: hotro@esim.vn

- Please provide the Order Code confirmed by esim.vn sent to your email. The esim.vn Customer Care Department will receive it immediately and respond to you as soon as possible.

- When needing support for information registration or registering value-added services on eSIM data (VAS), the Customer refers to the regulations in the Purchase Guide posted on the esim.vn website.

- In case of resolving complaints due to incorrect information entered from esim.vn

The Customer is responsible for providing complete and accurate information when participating in transactions on esim.vn. If the customer enters incorrect information provided to esim.vn, esim.vn has the right to refuse to perform the transaction.

In addition, in all cases, the Customer has the right to unilaterally terminate the transaction if the following measures have been taken:

+ Has notified esim.vn of the transaction cancellation via the Hotline Purchase consulting: 0984.747.747 (08:00 - 18:00) | Feedback - complaints: 0976.89.89.89 (08:00 - 18:00) or send to email: hotro@esim.vn

+ Returns the received eSIM data that has not been used or benefited from in any way (as prescribed in the Return Policy).

11. Limitation of liability

In all cases, esim.vn is not responsible for any damage, loss or harm that the Customer suffers, unless caused by esim.vn's intentional fault. esim.vn's liability to the Customer (if any) is limited to the value of the product the Customer purchased on the esim.vn site.

12. General provisions

- The referenced regulations are an integral part of these Terms and Conditions.

- esim.vn and the Customer are responsible for performing all obligations stipulated in these Terms and Conditions.

- If any content of the Terms and Conditions is deemed by a competent authority to be invalid or unenforceable in whole or in part, the validity of the other contents of these Terms and Conditions shall not be affected.

- These Terms and Conditions and any matters arising in the contractual relationship between esim.vn and the Customer shall be construed and governed by the laws of Vietnam. Any dispute or complaint arising from/or related to the content of these Terms and Conditions shall be resolved through negotiation within thirty (30) days. Beyond the 30-day period without resolution, such disputes or complaints may be resolved at a competent court.

14. Obligations of the seller and the buyer in each transaction

- Obligations of the seller:

+ Confirm the order and prepare the correct type of product the Customer ordered.

+ Support and facilitate as much as possible so that customers learn about many products, buy and receive goods as soon as possible in each transaction.

+ Track the order, be responsible when the order is not delivered successfully. In this case, contact the customer early to deliver to the customer as soon as possible.

+ Be responsible for handling its own sales orders regarding unexpected cases that occur.

+ Advise and guide all specific information related to the product/service so the Buyer understands and can use it.

+ Provide the product/goods to the Buyer on time and in the agreed quantity after the Buyer has paid in full.

+ Resolve questions and difficulties during product use.

+ Provide documents and papers related to the Buyer's payment to the Seller such as invoices, purchase vouchers, receipts…. for the total amount the Buyer ordered in the requested month.

- Obligations of the buyer:

+ Comply with the regulations and procedures related to the service prescribed by the Seller.

+ Pay the Seller in full the amount according to the order, together with invoices and documents as prescribed (if any).

+ Support and provide complete information to the Seller related to transactions when the Seller requests.

Effective from 01/04/2024