1. General principle
This Policy applies to fees a customer pays to TEX Vietnam Technology JSC for a paid plan or an AI credit pack on CLASSQR. Payments are processed by Paddle.com Market Ltd or its affiliates ("Paddle"), our payment processor and merchant of record; Paddle's own buyer terms also apply and, where they differ, may take precedence for the payment itself. We encourage customers to fully try the Free plan before upgrading to make sure the service fits their needs.
2. When a refund applies
| Case | Refund amount | Condition |
|---|---|---|
| First payment for a paid plan (monthly or annual) | 100% | Requested within 14 days of that payment, for any reason. |
| AI credit pack | 100% | Requested within 14 days of purchase, and no credit from that pack has been used. |
| Duplicate or overpayment caused by a system or payment error | 100% of the duplicate or excess amount | A matching transaction reference is available. |
| Payment made but the plan or credits were not activated due to a fault on our side, unresolved within 48 hours | 100% | The customer reported the issue through support. |
| A technical problem on our side stopped you from using what you paid for and we could not fix it | In full or in part, for the affected period | Does not apply to force majeure or a third-party fault (banking, network infrastructure). |
3. When a refund does not apply
- Renewal payments, and the unused part of a period, except as described in section 2 — cancel before the renewal date to avoid the next charge.
- The remaining time in a period when a customer downgrades or reduces the number of students.
- An AI credit pack after 14 days, or once any credit from it has been used.
- An account suspended for violating our Terms of Service.
This Policy does not limit any rights you have under the consumer law of your country or under Paddle's buyer terms. Where those rights give you more, they apply.
4. Cancelling the service
- Paid plans renew automatically. You can cancel at any time by emailing us from your account email, or through the subscription link in the receipt email from Paddle. The plan remains usable until the end of the period already paid for and is not charged again.
- When a plan ends, the account reverts to the Free plan and your data is kept.
- When a payment is refunded, what it paid for ends at once: a refunded plan reverts the account to the Free plan, and a refunded credit pack's credits are removed from the balance.
- A request to fully delete an account and its data is handled under our Privacy Policy.
5. Tuition parents have already paid to a center
CLASSQR does not hold tuition funds. Amounts parents pay go directly to the center by whatever method the center arranges, so refunding tuition, correcting a misdirected payment, or transferring a student between classes is decided by the center under its own policy. We can help the center look up the transaction history recorded on the system so both parties can reconcile it.
6. How to request a refund
- Email [email protected] from your registered account email, with the subject "Refund Request", including: order or transaction ID, payment date, amount, reason, and supporting evidence if available.
- You can also reply to the receipt email Paddle sent you.
- We confirm receipt and respond with a decision within 3 business days.
- Approved refunds are paid by Paddle to the original payment method, in full, usually within 5–10 business days depending on your bank or card issuer.