Refund Policy and Quality Guarantee
Refund & Terms
or marked with the symbol 
Refund Policy and Quality Guarantee
Applicable to purchases made on esim.vacay.asia only. If purchased via Shopee, please check the section below.
The Company will issue a refund under the following circumstances:
eSIM usage guarantees apply exclusively to packages provided by Vacay featuring the following logos:
or marked with the symbol Important: If you experience any connection issues, please file a claim within 24 hours of arrival at your destination so our support team can investigate and assist you promptly.
Unable to Activate / Unactivated eSIM / Purchased More Than 60 Days in Advance
- Unable to activate: Customers must file a claim within 24 hours of arrival at the destination. Vacay will troubleshoot until it is fully functional.
- Unused purchases: Vacay gladly accepts returns as long as the eSIM has not been scanned or activated.
Activated eSIM But Unable to Use
- Report the issue starting from the very first day of activation or immediately upon encountering the problem so our team can investigate.
- Total internet usage is less than 200MB, with no further usage after filing the claim.
- To confirm the refund, proof of deleting the eSIM from the device must be provided.
Refund Processing Options - Within 10 Business Days After Verification
- Bank transfer to the original payment account.
- Reward points for use on future orders (points valid for 365 days).
- Refund to the credit/debit card used for payment (processing time depends on your bank, typically 7-21 days).
Travel Insurance
If the customer is within the coverage period and has submitted their insurance details:
- Choosing the Easy (Free) plan and requesting a cancellation will incur a 20 Baht fee.
- Choosing other plans will deduct only the actual insurance cost paid, and the internet package fee will be refunded in full.
* Policy coverage remains active. Customers can still file insurance claims or contact Insurverse via the "Travel Insurance" menu on our website as usual.
If coverage has not yet started: If insurance details have not been submitted, or if they were submitted but you have not yet arrived at your destination, you are eligible for a full refund.
Terms & Conditions
Refund Conditions for Purchases on the Shopee App
Terms and conditions from the provider differ from website purchases. Refund policies are strictly determined by the seller and cannot be altered.
Conditions Where a Refund Is "Allowed"
- Internet usage is less than 200MB and no further usage occurs after requesting a cancellation.
- The eSIM must be a Vacay brand product purchased exclusively on the Shopee app.
- The eSIM cannot be activated and the eSIM provider is unable to resolve the issue.
- The eSIM is already activated but fails to work upon arrival at the destination country.
Important: Supporting evidence and cancellation requests must be submitted within 24 hours of arrival at the destination country.
Note: Conditions are subject to change based on Shopee's prevailing policies.
How to Request a Refund (Via Shopee)
1
Prepare relevant evidence (e.g., screenshots / problem details / data usage volume).
2
Contact Shopee Customer Service via the Me > Chat with Shopee menu.
3
Submit your cancellation request within 24 hours of arriving at your destination (subject to conditions).
Before You Buy (Tips to Minimize Claim Risks)
- Activate your eSIM within 60 days of a successful purchase.
- Each eSIM can be used only once and is restricted to a single device.
- Devices purchased from China/Hong Kong/Macau or carrier-locked devices do not support eSIM.
- Do not delete your eSIM before your trip ends (once deleted, it cannot be recovered or reused).
Note: Certain device models or regions may have eSIM restrictions; please check compatibility before purchasing.
Circumstances Where Refunds Are "Not Granted" (Company Reserves the Right)
- Failure to activate the eSIM within the specified timeframe (e.g., over 60 days).
- The eSIM has been activated and operates normally.
- The phone/device does not support eSIM, or issues arise from customer equipment (lost, damaged, water-damaged, etc.).
- Issues encountered while sharing a hotspot (the company may be unable to resolve this and reserves the right to deny a refund).
Data Usage Verification Notes
- For fixed data volume packages (GB), you can check your usage on the eSIM Details Page after activation begins.
- Usage data tracking may experience a delay of up to 30 minutes.
- Certain package types (such as daily/unlimited/specific single-device packages) may not allow usage tracking.
Shopee Promotion Terms Summary
- Discount codes: Limited to 1 order/device/code and purchases must be made exclusively through the Shopee app.
- Flash Sales / Special prices: Limited to 1 person/transaction/device/promotion round and purchases must be made exclusively through the Shopee app.
This document summarizes the "Shopee Refund Policy" for clarity, relying primarily on information provided by Shopee.
