Draft — pending legal review. This page has not yet been reviewed by counsel and may change before launch.
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 |
|---|---|---|
| Duplicate or overpayment caused by a system or payment-gateway error | 100% of the duplicate/excess amount | A matching transaction reference is available. |
| Payment made but the plan was not activated due to a fault on our side, unresolved within 48 hours | 100% | The customer reported the issue through support. |
| Cancellation requested within 7 days of the first payment for a paid plan | 100% | Paid features have not been used to a significant extent (e.g. no tuition report or invoice sent to parents yet). |
| The Platform is down continuously for more than 72 hours in a billing period due to our fault | Prorated for the days of interruption | Does not apply to force majeure or a third-party fault (banking, network infrastructure). |
3. When a refund does not apply
- Cancellation requested more than 7 days after payment, or after significant use of a paid feature.
- The remaining time in a period when a customer downgrades, reduces the number of students, or stops using the service mid-period on their own initiative.
- An account suspended for violating our Terms of Service.
- An AI credit pack once any credit from it has been used.
- A change of mind, no longer needing the service, or choosing the wrong plan by mistake, when it does not fall under section 2.
4. Cancelling the service
- Customers can cancel renewal at any time in the account's Billing / Plan section, or by emailing us. The current plan remains usable until the end of the paid period.
- Because the Platform does not auto-charge, simply not renewing also cancels the service; the account reverts to the Free plan and data is kept.
- 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.
- We confirm receipt and respond with a decision within 3 business days.
- If approved, we submit the refund through Paddle within 3 business days; the time for funds to reach your account or card depends on your card issuer, typically 5–15 business days.
- Any transaction fee charged by the payment processor is deducted from the refunded amount, unless the fault is ours.