Policies & terms
Refund and Complaints Policy
Summary
- We acknowledge complaints within 24 business hours and resolve them within 5–7 business days.
- You are entitled to a refund if a service or license cannot be used because of our fault, or differs significantly from its description at the time of purchase.
- Refunds are sent to the account you paid from within 7–15 business days after the request is approved.
1. Receiving and resolving complaints
- Send a complaint by email, phone or through the Zalo support group (details at the bottom of this page). Please include: your registered email or account; your license key (for software); a description of what happened and when; screenshots and the transaction ID; and the outcome you are seeking.
- Acknowledgement: we confirm receipt of your complaint within 24 business hours and review it based on the information you provide and our system data.
- Response: we resolve the complaint within 5–7 business days of receiving complete information. If we need more time, we will tell you why and when to expect a resolution.
2. Refund eligibility
A refund for a paid plan or license will be considered in the following cases:
- Serious technical failure on our side: a service you have paid for cannot be accessed or used continuously for an extended period (for example, more than 48 hours) and we do not fix it in time.
- The software license cannot be activated because of a fault on our side, and we cannot fix it within the complaint resolution period.
- Not as described: the service or software differs significantly from its description on the website at the time of purchase, in a way that significantly affects its use.
- Within a published refund period: if a plan had a published trial period or refund period at the time of purchase, you are refunded when you cancel within that period.
3. When refunds are not given
- You change your mind or no longer need the service or license after it has been working normally.
- Your account or license is suspended or revoked for breaching the Terms of Service.
- Problems on the user's side: an unstable connection, devices that do not meet the system requirements, or not following the user instructions.
- Force majeure events beyond our control (natural disasters, epidemics, war, etc.).
- Requests sent after the published refund period (if any).
- Free plans and free software.
4. How to request a refund
- Email [email protected] with: your registered email or account; the transaction ID or invoice; the plan name or license key; the reason for the refund request and any supporting evidence.
- We review the request and reply within 5–7 business days of receiving complete information.
- If approved, the refund is sent to the account you paid from within 7–15 business days. Depending on your bank, it may take longer for the money to reach your account.
Transfer fees or bank charges (if any) may be deducted from the refund. For software licenses, the license is deactivated when the refund is made.
5. Dispute resolution
We prefer to resolve all disputes through good-faith negotiation to reach a fair outcome for both sides. If negotiation fails, either party may bring the matter before the competent courts of Vietnam in accordance with the law.
6. Changes to this policy
We may update this policy. A new version takes effect when it is posted on this page, with its effective date at the top. Transactions made earlier are governed by the policy in effect at the time of purchase.
