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VinaHost builds a refund policy to:
• Create conditions for new customers to experience the service.
• Help customers easily try new services.
• Protect customer rights in case the service does not meet the commitment.
This policy is applied to a number of specific services with the following clear conditions:
1. Scope of application
The refund policy applies to services provided in Vietnam, including:
• Website hosting services (Hosting)
• Email Hosting
• Reseller Hosting
• Virtual server (VPS)
Note: This policy does not apply to:
• Products purchased in promotional programs
• Products and services not on the above list
2. Refund conditions
2.1 100% refund within the first 5 days
• Applicable to all services within the scope of the policy.
• No refund reason required.
• Refund request period: Within 05 days from the date of service activation (the date the customer receives service information from VinaHost).
• Limit: Maximum 01 time/service/customer.
• After the request is confirmed:
o The service will be suspended immediately.
o Data will be deleted after 24 hours.
o The customer will pay the transfer fee and related administrative fees (if any).
2.2 Partial refund after 5 days
Applicable to:
o Hosting, VPS in Vietnam
o Dedicated server rental service
o Server colocation service
• The remaining amount (after deducting the monthly usage fee) will be refunded as credit in the VinaHost account.
• This balance can only be used to purchase services on vinahost.vn, not applicable to:
o Domain names
o Copyrighted services
• Cannot be converted into cash.
2.3 Cases where refunds are not granted
The refund policy does not apply in the following cases:
• Customers violate the Terms of Service (for example, use for illegal purposes).
• Customers change or downgrade their service packages.
• Additional services and resources purchased such as:
o Domain names
o Private IP addresses
o Private anti-DDoS firewalls
o Copyrighted services
o Email 365, google workspace
• Cases of duplicate information:
o Same ID card/CCCD number
o Same previously used domain name
o Same registered phone number
3. Refund method
Refunds are made according to the original payment method:
• Bank transfer: Refund to the account number provided by the customer.
• Online payment gateway: onepay, MoMo, credit card (Visa, Mastercard).
• VINAHOST account: Upon request, refund to account on vinahost.vn to continue using other services.
4. Refund process
Customers send a refund request to billing@vinahost.vn using the email address registered for the service, with the following information:
• Order code or invoice code
• Refund reason (if requested after 5 days)
• Recipient account information (if required)
• Transfer image
Processing time:
• VinaHost verifies within 1–3 working days
• After verification, the refund will be processed according to the payment method used
5. Refund time
Refund method Processing time
- VinaHost account: 1 – 3 working days
- Bank transfer: 7 – 14 working days
- Credit card/Visa/Master: 7 – 90 days (depending on the bank)
The above time is calculated from when VinaHost verifies and completes the refund request.
6. VinaHost’s Authority & Dispute Resolution
• VinaHost has the right to refuse or cancel the service if it detects that the customer:
o Shows signs of abusing the refund policy
o Violates the Terms of Service
• Any disputes arising will be resolved in a court of competent jurisdiction under Vietnamese law
We sincerely thank you for trusting and using the service at VinaHost!
VinaHost is a frontrunner in the provision of Servers – Hosting – Cloud services, alongside other technological solutions, catering to both the Vietnamese and international markets. Established in May 2008, VinaHost has swiftly expanded its global presence, serving thousands of customers across Vietnam, China, the USA, South Korea, Japan, Singapore, Thailand, and numerous other countries worldwide.
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