Refund Policy

1. Introduction to the Refund Policy

2. Refund Eligibility Scope and Conditions

a. Refund Request Period ("Money-Back Guarantee Period"):

VietHosting applies a money-back guarantee policy within the first 07 (seven) calendar days, calculated from the date the service was first successfully activated (the date of payment and service activation) for eligible services. All valid refund requests must be submitted by the Customer to VietHosting within this timeframe to be considered.

b. Eligible Services for the 7-Day Refund Policy:

The 7-day money-back guarantee applies to the following services upon new registration (not applicable for renewals, upgrades from other service packages, or conversions between service types), unless otherwise stated in the specific service description or promotional program terms at the time of registration:

• Web Hosting
• Reseller Hosting
• KVM VPS
• Large VPS

c. General Conditions for Refund Eligibility:

• The Customer must submit a formal service cancellation and refund request through VietHosting's client management system at https://clients.viethosting.com within 07 days of service activation.
• The service for which a refund is requested must not have violated any terms of VietHosting's Terms of Service.
• The Customer provides a specific and reasonable reason for their dissatisfaction with the service. VietHosting reserves the right to deny a refund request if the reason is deemed invalid, non-specific, or an abuse of the policy.

3. Specific Refund Terms (Based on Usage and Request Time)

4. Non-Refundable Cases and Services

The Refund Policy will not apply to the following cases and services, regardless of the request time:

• Customers who have previously received a refund for the same type of service (the 7-day money-back guarantee applies only once per Customer for each specific service type).
• Clear evidence or signs that the Customer is engaging in fraudulent registration or abusing VietHosting's Refund Policy (e.g., registering multiple accounts with similar or false information to benefit from the refund policy multiple times after partial service usage).
• Domain names used on service packages or IP addresses used for service registration/payment match those of existing or previously refunded accounts under this policy.
• The Customer's service was terminated or suspended due to a serious violation of VietHosting's Terms of Service.
• Server software license fees (e.g., cPanel, DirectAdmin, LiteSpeed Web Server, CloudLinux OS, Imunify360).
• Dedicated Server services.
• Colocation services.
• Initial service setup fees (if any and clearly communicated to the Customer before registration).
• Add-on services that have been activated and utilized by the Customer or have already been provisioned.
• Services registered under special promotional programs or discounted events that have specific no-refund clauses (which will be clearly stated at the time of Customer's registration for the program).
• As stated in Section 3.b, services with a monthly billing cycle will not be refunded if the cancellation and refund request is submitted from the 7th day onwards from the activation date.

5. Refund Request and Processing Procedure

a. Submitting a Refund Request:

Customers must log in to the Client Area at https://clients.viethosting.com, select the service they wish to cancel, and submit a service cancellation request. In the cancellation request, Customers must clearly state their desire for a refund and provide detailed, specific reasons for their dissatisfaction with the service (if requesting within the first 07 days) or reasons for service cancellation (for other cases).

Alternatively, Customers can send a formal email request to support@viethosting.com from their VietHosting registered email address. The email must include full service details (service package name, registration/activation date) and specific reasons for the refund/cancellation request.

b. Request Review and Confirmation:

Upon receiving the request, VietHosting will review its validity based on the conditions of this Refund Policy. The review process typically takes 01 to 02 business days. We may contact the Customer to request additional information or clarify related issues (if necessary) before making a final decision.

c. Executing Refund or Credit Conversion:

If the Customer's refund request is approved according to Section 3.a or 3.b, VietHosting will proceed with the refund procedure. The refunded amount will be the service fee paid by the Customer, after deducting any non-refundable fees as stipulated in Section 4 (if any) and the one-month usage fee (for cases under Section 3.b).

If the Customer's service cancellation request falls under Section 3.c and is approved for credit conversion, the balance will be credited to the Customer's VietHosting account.

The time it takes for the Customer to receive the refunded amount (for cash refunds) may range from 07 to 15 business days (excluding Saturdays, Sundays, and public holidays), depending on the Customer's original payment method and the processing procedures of the bank or intermediary payment gateway.

6. Refund Methods

VietHosting will prioritize issuing refunds via the original payment method used by the Customer during service registration. Possible methods include:

• Domestic bank transfer within Vietnam (for initial payments made via bank transfer or other domestic payment methods).
• Refund via online payment gateways (e.g., MoMo, ZaloPay, if the initial payment was made through these gateways and the gateway supports refund functionality).
• Refund via PayPal (for international transactions originally made via PayPal).

In cases where refunding via the original payment method is not feasible due to technical limitations or third-party policies, VietHosting will proactively contact the Customer to discuss and agree upon an alternative refund method that is suitable and convenient for both parties. Transaction fees arising from the refund (if any, from the bank or payment gateway) may be borne by the Customer, unless otherwise agreed.

7. Changes and Updates to the Refund Policy

VietHosting reserves the right to amend, supplement, or update the terms in this Refund Policy at any time to reflect changes in our business operations, new legal requirements, or to improve the policy. All changes will become effective immediately upon the updated version of the Refund Policy being publicly posted on our website at /refund-policy/. We encourage Customers to regularly visit and review this Policy to stay informed of the current regulations. The Customer's continued use of services after such changes are published constitutes their acceptance of and agreement to be bound by the amended or supplemented terms.

8. Contact Information and Inquiries

For any inquiries, support requests, or feedback related to this Refund Policy, please contact VietHosting's Customer Care Department via the following channels:

Email: support@viethosting.com

Hotline: 0966 70 70 70 - 0925 780 780

Support Ticket System: https://clients.viethosting.com