Refunds and complaints

1. Refunds

• Cancelled before work starts: the deposit is refunded in full.
• Cancelled while work is under way: payments are refunded minus the value of work done and third-party costs already incurred, with an itemised statement.
• No refunds for accepted work, monthly service periods already started, or non-refundable third-party costs (domains, licences, marketplace fees).
• Refunds are paid by bank transfer within 15 working days after both parties confirm the amount.

2. Exchanging services

Clients can change scope or move unused value to another work item through a contract appendix.

3. How to complain

Email [email protected] or call 0328 590 515 with the contract or quotation number, what the complaint is about, and any supporting documents.

4. How we resolve it

• We acknowledge the complaint within 2 working days.
• We investigate, work with the client and propose a resolution within 15 working days of receiving complete information.
• We carry out the agreed resolution and confirm the outcome in writing.

5. If we can't agree

Both parties continue to negotiate or mediate. If that fails, either party may ask the competent state authority or a consumer protection organisation (where the client is a consumer) for help, or bring the matter to a competent court in Hanoi as provided by law.