Scope
This English draft covers proposed cancellation and refund handling for Korea eSIM travel connectivity products. Red eSIM uses digital QR or email fulfillment, while Gold USIM is reserved online for airport pickup.
Review principles
- Each request should be assessed under the approved policy and applicable law.
- Customers should provide their order number and a clear description of the issue.
Cancellation before fulfillment
An order may be eligible for cancellation before fulfillment starts, subject to the approved cutoff and any rights required by applicable law.
Red eSIM fulfillment start
For Red eSIM, the proposed fulfillment start is when QR issuance or QR email processing begins.
Client review required: Define the Red eSIM cancellation cutoff.
Client review required: Define the event that records Red eSIM fulfillment.
Gold USIM fulfillment start
For Gold USIM, the proposed fulfillment start is when the airport pickup reservation is prepared for the selected pickup date.
Client review required: Define the Gold USIM cancellation cutoff.
Client review required: Define the Gold USIM pickup-change cutoff.
Client review required: Define the event that records Gold USIM preparation.
Device compatibility
Customers should check that their device is unlocked and supports the purchased eSIM or SIM format before ordering. Network, carrier, manufacturer, device, and registration restrictions may affect use.
Client review required: Set refund eligibility for an incompatible customer device.
Client review required: Set refund eligibility for a carrier-locked device.
Red eSIM QR delivery
Customers should provide a correct email address and check spam or promotions folders if setup information is delayed. A missing or unusable QR should be reported through the approved support route so the delivery record and setup issue can be reviewed.
Gold USIM pickup changes and no-shows
Pickup changes depend on the selected counter, operating hours, preparation status, and approved partner process. A missed pickup should remain under manual review until a final no-show rule is approved.
Client review required: Select the approved Gold USIM no-show outcome.
Client review required: Set the deadline governing Gold USIM no-shows.
Client review required: Approve refund handling for delayed flights.
Client review required: Approve refund handling for terminal changes.
Client review required: Approve refund handling for counter closures.
Client review required: Approve refund handling for other travel disruptions.
Delivery failures and defects
If Korea eSIM or an approved service partner cannot provide the purchased product, or if a product is reported as defective, the order should be reviewed using the approved evidence and remedy process. This draft does not predetermine the result of an individual request.
Client review required: Specify evidence for a QR-delivery review.
Client review required: Specify evidence for an activation review.
Client review required: Specify evidence for a pickup review.
Client review required: Specify evidence for a product-defect review.
How to request a review
A customer should use the approved support channel and include the order number, product, issue, relevant timing, and requested outcome. Sensitive information should not be included in a general support message.
Client review required: Select the official cancellation-request channel.
Client review required: Select the official refund-request channel.
Client review required: Select the official pickup-change channel.
Client review required: Set the expected review timeframe.
Client review required: Set the expected payment-processing timeframe.
Applicable rights
Nothing in the approved policy should limit remedies that cannot lawfully be excluded. Legal counsel should align the final wording with the merchant's operating jurisdiction and the customer's applicable rights.
Review checklist
- Confirm cancellation, change, and fulfillment cutoffs for both products.
- Approve outcomes for device incompatibility and carrier locks.
- Set the Gold USIM no-show outcome and request deadline.
- Approve handling for travel and counter disruptions.
- Confirm evidence used for fulfillment and defect reviews.
- Confirm request channels and response or payment timeframes.