Service Cancellation and Refund Policy

This policy sets out LOCOM's cancellation rights and refund conditions, in line with Vietnam's Law on Consumer Rights 19/2023/QH15 and Decree 72/2013/ND-CP.

1. Data package cancellation

• Not yet activated: 100% refund if requested before activation.
• Activated: no refund for used portion; unused balance may be refunded pro-rata or converted per current policy.
• Auto-renewing: you may cancel renewal before the next cycle via Zalo 0365968639.

2. SIM / eSIM

Once SIM/eSIM is identified and activated under law (tied to your CCCD), it cannot be refunded as it cannot be reused. For LOCOM-caused technical faults, we replace or refund after assessment.

3. CPE / portable WiFi devices

• Refund within 7 days of receipt if defective or unopened, returned in original condition.
• Devices carry a 12-month manufacturer warranty; user-caused damage is not covered.

4. System errors / wrong charges

Per Decree 72, LOCOM refunds within 48 hours of confirmation for: double charges, or charges without service provided. Refund via the original payment channel.

5. Non-refundable

Activation fees, used data/SMS, promotional offers, and special discounted plans are non-refundable.

6. Request process

Send your request with order ID/registered phone via Zalo 0365968639, WhatsApp Batony or batony@szlocom.com. Refund processing: 48 hours (system error) to 7–15 business days (other cases), via original channel.