Refund policy details
This refund policy is designed to provide peace of mind and enhance the customer experience when registering for and using services provided by VietHosting. We offer a 7-day money-back guarantee on eligible services if customers are not satisfied.
1. Introduction to the Refund Policy
This Refund Policy ("Policy") stipulates the terms and conditions under which VietHosting Solutions Company Limited ("VietHosting", "We", "Us") may refund a portion or the entirety of the service fees paid by the Customer ("You"). This Policy is established to ensure the legitimate rights of the Customer, affirm VietHosting's commitment to service quality, and provide transparency and peace of mind for Customers when registering for and using our services.
- By registering for and using any of VietHosting's services, the Customer is deemed to have read, understood, and agreed to all provisions within this Refund Policy, along with our Terms of Service and Privacy 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. 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 or upgrades), unless otherwise stated:
c. General Conditions for Refund Eligibility:
- The Customer must submit a formal cancellation and refund request via the VietHosting client area within 07 days of service activation.
- The service must not have violated any of VietHosting's Terms of Service.
- The Customer provides a specific and reasonable reason for their dissatisfaction. VietHosting reserves the right to deny the request if the reason is deemed invalid or an abuse of the policy.
3. Specific Refund Terms (Based on Usage and Request Time)
a. Usage Under 7 Days (Within the Money-Back Guarantee Period):
For eligible services as stated in Section 2.b, if the Customer submits a valid request due to dissatisfaction, they will receive a 100% refund of the amount paid, after deducting any non-refundable fees (as stipulated in Section 4).
b. Usage From 7 Days Up to 15 Days:
If the Customer requests a refund for eligible services between the 7th and 14th day (inclusive) from activation:
- For services billed monthly: No refund will be issued.
- For services billed on a long-term cycle (quarterly or longer): The refunded amount will be the total paid minus the service fee for one (1) month at the standard list price. Non-refundable fees will also be deducted.
c. Usage From 15 Days Onwards:
After 15 days, the money-back guarantee no longer applies. If a Customer cancels a long-term prepaid service, the unused portion will be handled as follows:
- The unused balance will be converted into account credit. This credit can only be used for other VietHosting services and is non-transferable and non-redeemable for cash.
4. Non-Refundable Cases and Services
The Refund Policy will not apply to the following, regardless of the request time:
- Customers who have previously received a refund for the same service type.
- Evidence of fraudulent registration or abuse of the Refund Policy.
- Registration details match previously refunded accounts.
- Service termination due to a violation of the Terms of Service.
- Software license fees (cPanel, LiteSpeed, etc.).
- Dedicated Server and Colocation services.
- Initial service setup fees.
- Add-on services that have been activated or used.
- Services under special promotions with a no-refund clause.
- Monthly billed services requested for refund on or after the 7th day of activation.
5. Refund Request and Processing Procedure
- Submitting a Request: Customers must submit a cancellation and refund request via the Client Area or by sending a formal email to support@viethosting.com from their registered email address, providing full service details and a specific reason.
- Request Review: VietHosting will review the request's validity within 1-2 business days. We may contact you for further clarification if needed.
- Executing Refund/Credit: If approved, VietHosting will process the refund or account credit according to the terms in Section 3. The time to receive a cash refund is typically 7-15 business days, depending on the payment gateway.
6. Refund Methods
VietHosting will prioritize refunding via the original payment method. Possible methods include:
If the original method is not feasible, we will contact you to arrange an alternative. Any transaction fees arising from the refund may be borne by the Customer.
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. All changes are effective immediately upon being posted on our website. Your continued use of our services after such changes constitutes your acceptance of the new terms.
8. Contact Information and Inquiries
For any inquiries regarding this Refund Policy, please contact our Customer Care Department:
- Email: support@viethosting.com
- Hotline: 0966 70 70 70 - 0925 780 780
- Support Ticket System: https://clients.viethosting.com
Frequently Asked Questions (FAQ)
Frequently Asked Questions and Essential Knowledge about VietHosting Services
As per the Refund Policy, Dedicated Server and Colocation services are not eligible for refunds.
Why is this the policy?
The Dedicated Server service, by its nature, involves VietHosting reserving and providing an entire physical server exclusively for you, including hardware, power, and committed network ports. This requires long-term investment, hardware setup, and infrastructure resource planning. Because the server and these resources are reserved for you for the entire billing cycle, they cannot be re-allocated to another customer, and therefore, we cannot issue a refund for the unused time.
How do I stop the service renewal?
Although a refund is not possible, you have the full right to cancel the service renewal for the next cycle. To avoid unwanted charges, you must submit a cancellation request with the 'End of Billing Cycle' option through the client area at least 7 days before the service's expiration date.
For More Information
For more details, please refer to our full Refund Policy (Section 4).
As per the Refund Policy, Colocation and Dedicated Server services are not eligible for refunds.
Why is this the policy?
The Colocation service, by its nature, involves VietHosting reserving dedicated physical space, power, and committed network ports for you in the Data Center. This requires long-term investment and infrastructure resource planning on our part. Because these resources are reserved exclusively for you for the entire billing cycle, they cannot be re-allocated to another customer, and therefore, we cannot issue a refund for the unused time.
How do I stop the service renewal?
Although a refund is not possible, you have the full right to cancel the service renewal for the next cycle. To avoid unwanted charges, you must submit a cancellation request with the 'End of Billing Cycle' option through the client area at least 7 days before the service's expiration date.
For More Information
For more details, please refer to our full Refund Policy (Section 4).
Unfortunately, VietHosting does not apply a refund policy for server software license fees, including cPanel, DirectAdmin, CloudLinux OS, Imunify360, and LiteSpeed, once the service has been activated.
Why is this the policy?
This policy is based on the operating principles of third-party software vendors. When you register, VietHosting pays the license fee on your behalf to the provider, CloudLinux, for the entire cycle. This fee is non-refundable from CloudLinux once the license is activated. Therefore, we cannot issue a refund for this cost.
How do I stop the service renewal?
Although a refund is not possible for an activated cycle, you have the full right to cancel the service renewal for the next cycle. To avoid unwanted charges, you must submit a cancellation request with the 'End of Billing Cycle' option through the client area at least 7 days before the service's expiration date.
For more details, please refer to our full Refund Policy.
Unfortunately, VietHosting does not apply a refund policy for server software license fees, including cPanel, DirectAdmin, CloudLinux OS, Imunify360, and LiteSpeed, once the service has been activated.
Why is this the policy?
This policy is based on the operating principles of third-party software vendors. When you register, VietHosting pays the license fee on your behalf to the provider, cPanel, for the entire cycle. This fee is non-refundable from cPanel once the license is activated. Therefore, we cannot issue a refund for this cost.
How do I stop the service renewal?
Although a refund is not possible for an activated cycle, you have the full right to cancel the service renewal for the next cycle. To avoid unwanted charges, you must submit a cancellation request with the 'End of Billing Cycle' option through the client area at least 7 days before the service's expiration date.
For more details, please refer to our full Refund Policy.
Unfortunately, VietHosting does not apply a refund policy for server software license fees, including cPanel, DirectAdmin, CloudLinux OS, Imunify360, and LiteSpeed, once the service has been activated.
Why is this the policy?
This policy is based on the operating principles of third-party software vendors. When you register, VietHosting pays the license fee on your behalf to the provider, DirectAdmin, for the entire cycle. This fee is non-refundable from DirectAdmin once the license is activated. Therefore, we cannot issue a refund for this cost.
How do I stop the service renewal?
Although a refund is not possible for an activated cycle, you have the full right to cancel the service renewal for the next cycle. To avoid unwanted charges, you must submit a cancellation request with the 'End of Billing Cycle' option through the client area at least 7 days before the service's expiration date.
For more details, please refer to our full Refund Policy.
Unfortunately, VietHosting does not apply a refund policy for server software license fees, including cPanel, DirectAdmin, CloudLinux OS, Imunify360, and LiteSpeed, once the service has been activated.
Why is this the policy?
This policy is based on the operating principles of third-party software vendors. When you register, VietHosting pays the license fee on your behalf to the provider, LiteSpeed Inc., for the entire cycle. This fee is non-refundable from LiteSpeed Inc. once the license is activated. Therefore, we cannot issue a refund for this cost.
How do I stop the service renewal?
Although a refund is not possible for an activated cycle, you have the full right to cancel the service renewal for the next cycle. To avoid unwanted charges, you must submit a cancellation request with the 'End of Billing Cycle' option through the client area at least 7 days before the service's expiration date.
For more details, please refer to our full Refund Policy.
Yes, VietHosting has a refund policy for paid SSL certificate services under specific conditions to ensure customer satisfaction.
Refund Conditions and Timeframe:
For more detailed terms applicable to all services, please see our full Refund Policy.
The Terms of Service (ToS) is a legally binding agreement between a service provider and a user (the customer). This document details the rights, duties, and responsibilities that both parties must adhere to throughout their use of the service.
- Main Purpose:
The purpose of a ToS is to create a clear legal framework that protects the interests of both the provider and the customer, while also preventing abuse or misuse of the service.
- Common Components:
A comprehensive ToS document typically includes regulations on: account responsibilities, payment and renewal policies, prohibited activities, resource usage rules, and the provider's limitation of liability.
Terms of Service at VietHosting
By registering for and using VietHosting's services, you must read and agree to all of our terms. Compliance with these regulations is mandatory.
- Customer's Obligations:
You are responsible for providing accurate information, securing your account credentials, and using our services only for lawful purposes, without violating our regulations on content and prohibited actions.
- VietHosting's Rights and Responsibilities:
We commit to providing services as described, supporting our customers, and protecting their information. We also reserve the right to suspend or terminate services if a customer is found to be in violation of the stated terms.
This is an important legal document that governs the responsibilities between you and VietHosting. Please read the full document carefully at: Terms of Service.
A Service Level Agreement (SLA) is a formal contract or agreement between a service provider and a customer. This agreement clearly defines the standards, metrics, and responsibilities of the provider for the services they deliver.
- Core Components of an SLA:
An SLA typically includes specific Key Performance Indicators (KPIs) such as system uptime, support response time, and issue resolution time. The goal is to ensure service quality is transparent and measurable.
- Purpose of an SLA:
SLAs help establish a common understanding and manage customer expectations. They also provide a framework for compensation policies, usually in the form of service credits or extra service time, if the provider fails to meet the stated commitments.
Our SLA Commitment at VietHosting
At VietHosting, we are committed to delivering a stable and reliable service, which is clearly reflected in our SLA policy:
- Uptime Guarantee:
We guarantee a minimum of 99.5% uptime for our Web Hosting, Reseller Hosting, VPS, and Dedicated Server services.
- Compensation Policy:
If we fail to meet our uptime guarantee, we will compensate customers by adding extra service time, excluding scheduled maintenance or force majeure events.
For full details on our commitment metrics and compensation procedures, please refer to our official document at: Service Level Agreement (SLA).
Your registration information is retained from the time you create an account until you discontinue service use and request account deletion. Data on servers (Hosting, VPS, Server) will adhere to the Terms of Service and may be deleted upon non-renewal or violation.
You are responsible for providing accurate registration information, securing your login credentials, and managing your service accounts. You are also responsible for the data stored on the server and must immediately notify VietHosting of any unauthorized access. Ensure your contact email and phone number are always active.
You can update your information through the client management portal at https://clients.viethosting.com or request modifications by emailing support@viethosting.com.
