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VinaHost builds a refund policy to:
• Create conditions for new customers to experience the service.
• Help customers easily try new services.
• Protect customer rights in case the service does not meet the commitment.
This policy is applied to a number of specific services with the following clear conditions:
1. Scope of application
The refund policy applies to services provided in Vietnam, including:
• Website hosting services (Hosting)
• Email Hosting
• Reseller Hosting
• Virtual server (VPS)
Note: This policy does not apply to:
• Products purchased in promotional programs
• Products and services not on the above list
2. Refund conditions
2.1 100% refund within the first 5 days
• Applicable to all services within the scope of the policy.
• No refund reason required.
• Refund request period: Within 05 days from the date of service activation (the date the customer receives service information from VinaHost).
• Limit: Maximum 01 time/service/customer.
• After the request is confirmed:
o The service will be suspended immediately.
o Data will be deleted after 24 hours.
o The customer will pay the transfer fee and related administrative fees (if any).
2.2 Partial refund after 5 days
Applicable to:
o Hosting, VPS in Vietnam
o Dedicated server rental service
o Server colocation service
• The remaining amount (after deducting the monthly usage fee) will be refunded as credit in the VinaHost account.
• This balance can only be used to purchase services on vinahost.vn, not applicable to:
o Domain names
o Copyrighted services
• Cannot be converted into cash.
2.3 Cases where refunds are not granted
The refund policy does not apply in the following cases:
• Customers violate the Terms of Service (for example, use for illegal purposes).
• Customers change or downgrade their service packages.
• Additional services and resources purchased such as:
o Domain names
o Private IP addresses
o Private anti-DDoS firewalls
o Copyrighted services
o Email 365, google workspace
• Cases of duplicate information:
o Same ID card/CCCD number
o Same previously used domain name
o Same registered phone number
3. Refund method
Refunds are made according to the original payment method:
• Bank transfer: Refund to the account number provided by the customer.
• Online payment gateway: onepay, MoMo, credit card (Visa, Mastercard).
• VINAHOST account: Upon request, refund to account on vinahost.vn to continue using other services.
4. Refund process
Customers send a refund request to billing@vinahost.vn using the email address registered for the service, with the following information:
• Order code or invoice code
• Refund reason (if requested after 5 days)
• Recipient account information (if required)
• Transfer image
Processing time:
• VinaHost verifies within 1–3 working days
• After verification, the refund will be processed according to the payment method used
5. Refund time
Refund method Processing time
- VinaHost account: 1 – 3 working days
- Bank transfer: 7 – 14 working days
- Credit card/Visa/Master: 7 – 90 days (depending on the bank)
The above time is calculated from when VinaHost verifies and completes the refund request.
6. VinaHost’s Authority & Dispute Resolution
• VinaHost has the right to refuse or cancel the service if it detects that the customer:
o Shows signs of abusing the refund policy
o Violates the Terms of Service
• Any disputes arising will be resolved in a court of competent jurisdiction under Vietnamese law
We sincerely thank you for trusting and using the service at VinaHost!
