Hi-Tech Cloud is a brand of Công ty Cổ Phần Giải Pháp Công Nghệ và Phần Mềm Phổ Tuệ (referred to below as “Hi-Tech Cloud”, “Pho Tue SoftWare Solutions JSC” or “We”, depending on context). We provide our Customers (“Customer”, “You”, “User” — meaning individuals, or individuals acting on behalf of a company, who use Hi-Tech Cloud services or deal with Hi-Tech Cloud, referred to by any of the above terms depending on context) with the following information, which constitutes the terms of agreement for the use of services at Pho Tue SoftWare Solutions JSC. Using Hi-Tech Cloud services constitutes acceptance of the general terms of use and the accompanying terms set out in this document.

1. Policy description:

At Hi-Tech Cloud we offer a refund within 30 days of your service being activated on our systems (the trial period is not counted). Refunds are issued in the forms described below.

2. Refund acceptance:

You will receive a 100% refund within 15 days from the date your service is activated and used, paid back through the payment method you used to settle the invoiced amount at Hi-Tech Cloud.

You will be refunded the remaining value of the service package after deducting 30 days of service usage, if you submit the refund request between day 16 and day 30 counted from the time the service was activated, within the permitted refund window.

The refund amount is the amount paid less any taxes and other related charges.

Where a refund request is made outside the 30-day window allowed by the policy above, we reserve the right to refuse that refund request.

3. Refund eligibility conditions:

3.1: This refund policy applies once only per customer using Hi-Tech Cloud services. For a second refund request on the same service account or from the same customer, we may decline the refund. (To identify the same customer, we cross-check the customer record against the national ID or citizen ID number, the domain in use, the registered phone number and the company tax code.)

3.2 : The refund policy above applies only to VPS and Hosting services; refunds do not apply to domain services or to other services on the Hi-Tech Cloud system.

3.3: The refund policy applies to hosting or VPS customers who, during their service term, experience an unforeseen fault originating in Hi-Tech Cloud's systems and can no longer continue using the service because the specifications are not being met or do not match what was paid for, as set out in the pricing and configuration details published on Hi-Tech Cloud's official website. In those cases we will review the request and issue a refund based on the remaining term of the service plan you have already paid for.

3.4: We have the right to refuse a refund if you violate any of the Terms of Use in Part 1, Rules on Service Use, where the issue did not originate from Hi-Tech Cloud, and it conflicts with Section 3.3 of Part 3, Refund Eligibility Conditions. Common cases that are not eligible for a refund include:

– If the Customer downgrades or changes the service type on the Hi-Tech Cloud system, any excess fees are not refunded; they are credited toward the corresponding service.

– If the Customer uses the service in breach of applicable Vietnamese or international law under the terms listed above, the service will be suspended and no refund applies in that case.

4. How to request a refund:

If the service fails to meet the technical commitments we have made, or you are dissatisfied for any other reason, please submit a list of the specific faults or problems you have encountered through the ticket system to our sales department. Detailed information helps Hi-Tech Cloud understand the cause and assist you, and it also helps any refund request proceed quickly and to your satisfaction. For any support question or difficulty you encounter while using your service, our technical support team is available 24/7/365 and ready to answer and assist you in even the most difficult circumstances.

5. Refund processing time:

When you submit a refund request to Hi-Tech Cloud's support department, the request will be processed by the responsible team during business hours. The time needed to complete the refund depends on the payment method you used to pay Hi-Tech Cloud, as follows:

Refund method Via PayOS/VNPAY/ZaloPay/Viettel Money e-wallet or via ATM/Internet banking Via Visa/MasterCard Processing time (from the date of the refund request) 1 hour 7-14 days 7-90 days

6. Changes to policy information:

Hi-Tech Cloud has the full right to change or update the policies above in order to protect the interests of both the customer and the service provider (Hi-Tech Cloud) during the distribution and provision of services.

Content last updated at: 09:00 – 25 January 2025