I. Purpose and Scope of Data Collection

Data collected on the website includes: full name, email, phone number, and customer address. This information is required when a member requests consultation or wishes to purchase a product, and for us to contact and reconfirm with the customer to ensure consumer rights.

Members are responsible for maintaining the confidentiality of their information and for all activities carried out using the services under the information they have provided and their email address.

II. Scope of Use of Information

We use the information provided by members to:

  • Contact to confirm orders and arrange delivery upon a member’s request.
  • Provide product information to customers upon request.
  • Send marketing and promotional emails about goods we sell.
  • Send notifications about activities on the website.
  • Communicate with and resolve issues for users in special cases.
  • Not use users’ personal information for purposes other than confirmation and contact related to transactions.
  • Provide information when required by judicial authorities, including the People’s Procuracy, courts, and investigative police, in connection with violations of law by a customer.

III. Retention Period

Members’ personal data will be retained until there is a request from the website administrator to delete it. In all other cases, members’ personal information will be kept confidential on our servers.

IV. Parties That May Access Personal Information

  • Website administrators.
  • The customer who owns the personal information.
  • Competent Vietnamese legal authorities.
  • Partners involved in your transactions, such as shipping carriers.

V. Address of the Personal Data Collector/Controller

HỘ KINH DOANH LEN SỢI LIÊN HỒ
Address: No. 6 Phổ Quang Street, Ward 2, Tân Bình District, Ho Chi Minh City

VI. Means and Tools for Users to Access and Modify Their Personal Data

Members have the right to check, update, adjust, or delete their personal information by contacting the website administrator to make these changes.

Members have the right to submit complaints regarding information security. Please contact the website administrator. Upon receiving feedback, we will verify the information and, if accurate, take timely remedial measures appropriate to the severity.

VII. Mechanism for Receiving and Resolving Consumer Complaints

If a customer discovers that their personal information is being used for improper purposes or beyond the agreed scope, please call 0869954466 or email xinchao@ewave-sim.com to file a complaint and provide relevant evidence to the administrator.

The administrator commits to respond immediately or, at the latest, within 24 working hours from the time the complaint is received.

Shipping Policy

1) Shipping & Delivery for eSIM Products

  • eWave will deliver eSIM products via email (personal or organizational/business email) and additionally via Zalo contact. We also provide usage guidance and support for any ancillary services upon the customer’s request.
  • Delivery time: Within 30 working minutes (excluding consultation time, the time for the customer to select and confirm a plan, and payment confirmation to eWave). The countdown starts from the moment eWave receives and confirms your successful bank transfer and issues an invoice, for eSIM products (international data eSIM plans).
  • Delivery is fast and not dependent on geographic distance, but on the timing of selection, confirmation, and payment, as well as the completeness of the customer’s contact information (valid phone number and email address).

Note: In the event of any delay in delivery or service provision, eWave will promptly notify the customer and offer the option to cancel the order if desired.

2) International Mobile Wi-Fi Device (Pocket Wi-Fi)

Delivery Time

  • Ho Chi Minh City and adjacent provinces: Within 02 working days (excluding Sundays and public holidays), counted from the date eWave receives your bank transfer for the Pocket Wi-Fi rental service (international mobile Wi-Fi plan).
  • Mekong Delta (Miền Tây), Central, and Northern regions: Within 03–06 working days (excluding Sundays and public holidays), counted from the date eWave receives your bank transfer. Actual time depends on the specific delivery location and address.

Two-Way Verification (Device Handover & Return)

Full Pocket Wi-Fi kit includes:

  • 1 Pocket Wi-Fi device
  • 1 Type-C charging cable
  • 1 Carry pouch

Shipping fees for Pocket Wi-Fi:

  • Outbound (to customer): Paid by the customer
  • Return (back to eWave): Paid by eWave

For Pocket Wi-Fi Rentals (Deposit)

  • Deposit: 1,200,000 VND (one million two hundred thousand dong).

Deposit refund conditions (after eWave inspection):

  • Device operates normally; no cracked casing, severe scratches, or physical deformation. If any issue arises, Customer Care coordinates with the Technical Department to inspect and inform the customer.
  • Packaging and accessories are complete.
  • Upon return, the device matches the recorded product and IMEI.

Deposit deductions apply when:

  • The Pocket Wi-Fi device is damaged and inoperable (no power, abnormal operation), cracked/broken casing, physically deformed, broken screen, or the rear IMEI label is missing. → Full deposit forfeited (1,200,000 VND).
  • The Pocket Wi-Fi device is lost during the rental period. → Full deposit forfeited (1,200,000 VND).
  • Packaging/accessories lost or damaged:
    • Packaging lost/damaged: 300,000 VND
    • Type-C charging cable lost/damaged: 200,000 VND
  • Entire kit (device + pouch + Type-C cable) lost or damaged: 1,500,000 VND total. The customer pays an additional 300,000 VND beyond the deposit.

For Pocket Wi-Fi Purchases (Not Rental)

  • Purchase price: 3,000,000 VND (three million dong).
  • After purchasing the device, when you need a data plan, contact eWave via hotline or website to select a plan and confirm payment. Customer Care will advise, quote, and activate the plan within 30 minutes according to your travel schedule (departure and return dates).

3) Physical International Travel SIM

  • eWave uses leading carriers to deliver products to customers. Depending on the carrier, delivery may be available outside business hours, such as evenings or weekends.

Delivery times:

  • Ho Chi Minh City: Typically 30 minutes to 2 working days, depending on the shipping service selected.
  • Hanoi: Typically 30 minutes to 2 working days, depending on the shipping service selected.
  • Other provinces/cities: 2 to 7 working days. Customers may choose express (2–4 days) or economy (5–7 days) with different shipping fees.

4) Responsibilities for Logistics Documentation

  • The shipping/handling party is responsible for providing goods documentation during the handover process.
  • The carrier has the right and responsibility to provide invoices to state authorities upon request.

Note: In case of delivery delays, we will promptly inform the customer, who may choose to cancel the order or continue waiting.