Payment & Refund Policy
How billing and refunds work on appifio.com for customers in Vietnam and abroad.
1. Scope and which document wins
This policy sets out procedure for payment and refunds. Rights and obligations sit in the Terms of Service (Section 5). If a procedure here conflicts with the Terms, this policy governs procedure; the Terms govern rights and obligations generally.
It covers free and paid plans on appifio.com (biolinks, websites, web apps, Appifio Creator, and related tools). The price, currency, and tax shown at checkout are what you agree to pay - USD, VND, or another currency the processor offers.
Send every refund request through appifio.com/contact. Deadlines run on Vietnam time (UTC+7), unless mandatory law in a consumer’s country of residence requires otherwise.
2. Plans, renewal, and cancellation
A plan starts when you accept the Terms and, for paid plans, when payment succeeds. Paid plans usually renew automatically at the end of the cycle unless you cancel before renewal.
You may cancel at any time in the dashboard (if available) or via Contact. After you cancel, a paid plan usually runs to the end of the period already paid, then drops to a free plan or turns off paid features.
3. How you can pay
For online orders we accept the methods shown at checkout when you pay. That may include:
- International cards, e-wallets, or a payment processor (if enabled);
- A Vietnamese bank transfer under Section 4 (when that option is shown and you pay in VND).
We do not deliver in person or collect cash on delivery for a digital service, unless we agree otherwise in writing. AI credits are not cash and are not refundable unless the law requires it or we say otherwise when we sell the credits - Terms Section 5.4.
4. VND bank transfer (when offered)
If checkout asks you to pay by VND transfer:
Hydros Co., Ltd. (Công ty TNHH HYDROS)
Tax code: 0316193171
Office: 25A Street 7, Tam Binh Ward, Thu Duc City, Ho Chi Minh City, Vietnam
Account: 113311449988 - Asia Commercial Bank (ACB), Thu Duc City branch, Ho Chi Minh City
Phone: +84 388 636 131
Use your Appifio account name / email / order ID (if any) as the transfer reference.
5. Default refund window (7 days / 14 days)
To the extent the law allows, fees already paid are non-refundable, except as in the table below and except where mandatory consumer law requires a different result (including a longer cooling-off period where you live - Section 6):
| When you ask | Policy |
|---|---|
| Within 7 days of the first paid-plan purchase (or of an upgrade on the invoice) | You may request a 100% refund of that charge only if AI credits used in that month do not exceed 10% of that month’s AI credit quota. |
| From day 8 through day 14 | We may consider a partial refund for unused time, after costs already incurred; the refund will not exceed 50% of the order, unless we agree otherwise or the law requires it. |
| After 14 days | No refund for the rest of the cycle, unless Appifio chooses a goodwill credit, mandatory law requires a refund, or compensation is due under the Disclaimer because willful misconduct or a non-waivable user-rights breach is proven. |
The 100% / 7-day condition: when you submit the request, AI credits already taken from the plan’s monthly quota for that usage month must be ≤ 10% of that month’s quota. Example: a 1,000-credit monthly quota means no more than 100 used. If the plan has no AI quota that month, the 10% condition is treated as met. Credits bought separately, or given as a promotion or referral, do not count toward the monthly quota and are not refundable.
If you used more than 10% within 7 days: there is no 100% refund. We may consider a partial refund under the day 8-14 row (capped at 50%), at the Company’s discretion - that is not compensation.
We decide whether a request in the 7 / 14-day window qualifies. An operational incident (whether we can fix it or not) does not by itself create a right to compensation or a refund - see Disclaimer Sections 8 and 12.
6. Customers outside Vietnam
Section 5 applies to every customer, including people who use English and live abroad. On top of that:
- Mandatory cooling-off. If you are a consumer (not buying mainly for business) and the mandatory law of your country or region gives a longer withdrawal period that cannot be contracted away (for example a 14-day distance-contract right in some places), we will honour that period for a qualifying charge. If that law lets the right lapse because you asked us to start the digital service immediately and confirmed you would lose withdrawal rights, that rule may apply. The 10% AI-credit condition still applies to a 100% platform refund unless your mandatory law requires a different result.
- Same method, same currency. Approved refunds go back through the original payment channel and in the original charge currency where the processor allows it. We do not refund bank fees, card-issuer fees, FX spreads, or intermediary charges that you or your bank applied.
- Timing. After we approve a refund, we usually instruct the processor within 3-7 business days (Vietnam time). International card and bank networks may take extra days or weeks to post the credit. That extra time is outside our control.
- Tax. VAT, GST, or similar tax is refunded only to the extent the processor and tax rules allow. You remain responsible for taxes your own country imposes on you.
- Chargebacks. Contact us first via appifio.com/contact before you open a dispute with your bank or card network. An unjustified chargeback can lead to an account lock and recovery of fees, chargeback costs, and related losses. We may send the processor evidence that you used the Service.
- Custom work. Separately quoted design, development, or enterprise work follows the refund terms in that order or contract.
7. When we will not refund
- You breached the AUP or the Terms (including a lock or termination for breach);
- Separately purchased or promotional AI credits, or expired credits; you used more than 10% of that month’s AI quota (so a 100% refund is not available);
- Custom design / implementation under a separate contract (unless that contract says otherwise).
8. How to ask for a refund
- Use appifio.com/contact (preferred) or admin@appifio.com.
- Include your account / email, the reason, the payment method, and proof (receipt, transaction ID, transfer screenshot).
We will confirm we received the request, review it against this policy and the Terms, and tell you whether we are refunding or why we are not. After approval we usually instruct the refund within 3-7 business days, plus whatever time the bank or international card network needs.
9. Contact
appifio.com/contact - admin@appifio.com - +84 388 636 131. To complain about a refund decision, see the Service & Complaints Policy.
10. Related documents
- Terms of Service
- Acceptable Use Policy
- Privacy Policy
- Service & Complaints Policy
- Cookie Notice
- Disclaimer
- Legal / IP reports: appifio.com/contact?subject=legal
- Abuse / content reports: appifio.com/contact?subject=abuse
