This policy says when Da Nang Guide refunds money paid for business plans, and how. It is meant to become the in-app Refund & Cancellation Policy once counsel has reviewed it. Choices marked [Decision] need your answer; the recommended option is listed first.
Who this policy applies to
It applies to businesses that pay for a Da Nang Guide plan by bank transfer or cash. Payments made through the App Store or Google Play, if offered later, are refunded by Apple or Google under their own rules. If Vietnamese consumer law applies to you (for example you bought a plan for personal rather than business use), you keep every right it gives you, including the right in Article 38 of Law 19/2023/QH15 to end a contract made at a distance within 30 days if we gave you incomplete or wrong information before you agreed.
When we refund
- You sent a request but have not paid: nothing is owed. Withdraw it in the app. When to ask: any time before payment.
- You paid twice, or paid more than the total: the duplicate or extra amount, in full. When to ask: any time.
- You paid less than the total: what you paid, if you do not want to pay the balance. When to ask: before the plan starts.
- You paid for the wrong plan or term by mistake: switch to the right one, or a full refund. When to ask: within [7] days of activation.
- You change your mind soon after paying: no refund. The plan stays active until its end date. When to ask: within [7] days of activation.
- You cancel later in the term: no refund. The plan stays active until its end date and does not renew. When to ask: any time.
- We cannot provide the plan or a paid feature you paid for, through no fault of yours, for more than [7] days in a row: the unused part of the term, pro rata, or an extension of the same length if you prefer. When to ask: within [30] days.
- We suspended your listing by mistake: an extension equal to the suspended time, or a refund of that time. When to ask: within [30] days.
- We close the service, the plan or your account for a reason that is not your fault: the unused part of the term, pro rata. When to ask: automatic.
- We end your plan because you broke the Business Owner Agreement: [Decision. Option A: unused whole months less [an administration fee]. Option B: no refund for serious breaches such as fraud or unlawful business]. When to ask: within [30] days.
- A Founding Partner or term discount applied: refunds are worked out on the price you actually paid, not the list price.
We never refund more than you paid. Sponsored placement and statistics are not refunded for being smaller than you hoped, because their size is not guaranteed.
How to cancel or ask for a refund
- Send a message through Help & Feedback in the app, or email [support email], with the business name, the plan and what you want.
- We confirm we received it within [3] working days.
- We decide within [10] working days and tell you the amount and the reason.
- We pay approved refunds within [30] days, by bank transfer to the account you paid from or another account you name in writing. Cash payments are refunded by bank transfer. Late refunds carry interest at [rate] where the law requires it.
What happens to your plan
When we refund a whole term, the plan ends at once and the business moves to the Free listing. When we refund part, the plan ends on the date we agree. Content over the Free limits is hidden or paused, never deleted. Every request, payment and refund is kept in our records.
Disputes
If you disagree with our decision, reply to it within [30] days and a different person will look at it again. You can also go to a competent authority or court under Vietnamese law.