Cancellation and Refund Policy
Product conditions differ. Product-specific terms and mandatory law prevail where they are more favourable to you.
1. Requesting help
Send the order number and reason through in-app support or cs@hankatong.app. Never send passwords, payment security data or a complete eSIM QR image.
2. eSIM
- Before issue: we first confirm whether supplier issuance has started.
- After issue: cancellation may be restricted once QR or activation data is generated or delivered.
- After installation, activation or use: refunds are generally restricted, except where investigation confirms a product, company or supplier fault.
- Unsupported device: we consider compatibility information, customer input and whether issuance occurred.
3. Physical SIM
- Before dispatch, we confirm whether shipping has started.
- After dispatch, eligibility may depend on shipping cost, return feasibility, packaging and activation.
- Refunds may be restricted after ICCID activation or use.
- Delay, loss or incorrect delivery is investigated with the carrier and supplier before replacement or refund.
4. Service failure
If correct installation, APN and roaming steps were completed but service failed because of a product or supplier issue, we review usage, activation and support records for a full or partial refund. Coverage, congestion, unsupported locations or locked devices depend on investigation.
5. Timing and method
- We aim to complete investigation and submit an approved refund within 7 business days. If a supplier, carrier or processor delays confirmation, we explain why and provide an estimate.
- The card issuer or bank may need additional time to show the credit.
- Refunds normally return to the original payment method.
- Points and coupons may be restored or reversed according to transaction status.
6. Legal rights
This policy does not limit mandatory cancellation, defect-remedy or consumer rights under applicable law.