Refund Policy
This Refund Policy sets out when HWAY orders can be cancelled or refunded. Refund eligibility depends on the product and the state of fulfillment. This policy applies in addition to our Terms of Service.
1. Before order fulfillment
You may cancel for a full refund if you contact us before your order has been fulfilled — that is, before an eSIM QR code has been issued or a physical product has been released for pickup. Refunds to the original payment method typically take 5–10 business days, depending on your bank or card issuer.
2. eSIM
- Before the QR code is delivered: refundable in full. Contact us before the confirmation email containing the QR code is sent.
- After the QR code is delivered but before activation: refundable at our discretion, subject to a handling fee and confirmation that the eSIM has not been activated.
- After activation: non-refundable. The data plan begins at activation and cannot be returned.
3. USIM
- Before pickup: refundable in full if you cancel in writing before the pickup window.
- Unopened SIM collected but not inserted / activated: refundable with proof of unopened condition, subject to a handling fee.
- Activated SIM: non-refundable.
4. Check-in Seoul Card
The physical card itself is non-refundable once collected. Remaining balance on the card, including any top-up amount, is refundable in the Check-in Seoul app, subject to the card issuer's refund terms. Certain transit or merchant balances may be non-refundable per partner policy; those exceptions will be stated in the app before you initiate a refund.
5. Bundle
Bundle refunds follow the rules above for each included component. Cancelling a bundle before fulfillment refunds the entire order. After partial fulfillment, only the unfulfilled components are refundable under their component rules; the fulfilled components follow their own refund rules.
6. Missed pickup
If you do not collect your order during the pickup window and do not contact us to reschedule, the order may be forfeited. Where the order remains in our custody, we may offer a partial refund net of pickup and handling costs at our discretion.
7. Duplicate charges or payment errors
If you believe you have been charged more than once, or charged in error, contact us with your order number and we will investigate and refund any confirmed error in full.
8. Service interruptions
Network performance may vary depending on conditions outside our control. Temporary service interruptions are not themselves grounds for a refund. Sustained service failures attributable to us will be evaluated on a case-by-case basis.
9. How to request a refund
Send your order number, the reason for the refund request, and any supporting information to support_info@hwaytranz.com. We will respond within 3 business days with a decision and, where applicable, next steps.
10. Changes to this policy
We may update this Refund Policy from time to time. The effective date above will be updated, and material changes will be communicated before they take effect.