SMARTTEST DISPUTE RESOLUTION & REFUND POLICY

This Dispute Resolution & Refund Policy ("Policy") outlines the process for addressing complaints, disputes, and the applicable conditions for refunds when using SmartTest services.

We are committed to providing high-quality services and resolving issues fairly and transparently.

1. Dispute Resolution Policy

SmartTest is committed to resolving all disputes or complaints arising from the use of our services promptly and effectively, based on cooperation and goodwill.

1.1. Complaint Receipt and Handling Process

1. Step 1: Submitting a complaint

   If you experience any issues or complaints related to SmartTest services, please contact us as soon as possible through:

   • Support Group: Zalo Group
   • Support Phone Number: (+84) 898 578 920
   • "Contact" section on SmartTest website: Contact

   Please provide clear details of your issue, including:

   • Registered account name and email address.
   • A detailed description of the issue or incident.
   • Time and place of occurrence (if applicable).
   • Relevant evidence (screenshots, transaction IDs, etc.).
   • Your desired resolution.
2. Step 2: Acknowledgement and Investigation

   After receiving your complaint, we will confirm receipt within 24 business hours. Our team will thoroughly investigate based on your submitted information and our system records.

3. Step 3: Resolution and Response

   We aim to resolve your complaint within 5–7 business days from the date we receive all necessary information. If more time is needed for complex cases, we will inform you with an explanation and estimated timeline.

   We will contact you with the outcome and/or proposed resolution (if any).

1.2. Resolution through Negotiation and Mediation

SmartTest encourages both parties (the user and SmartTest) to prioritize resolving disputes through amicable negotiation. Our goal is to reach a fair and reasonable outcome for both sides.

1.3. Legal Resolution

If the dispute cannot be resolved through negotiation or mediation, either party may bring the matter to a competent court in Vietnam, in accordance with Vietnamese law.

2. Refund Policy

SmartTest's refund policy applies to paid service plans. Please review the following conditions carefully:

2.1. Refund Eligibility

You may be eligible for a refund under the following circumstances:

• Major technical errors on SmartTest’s side: If a paid service becomes inaccessible or unusable for an extended period (e.g., more than 48 consecutive hours) due to a system error that SmartTest cannot promptly resolve.
• Service not as described: If the purchased service significantly differs from its description on the website at the time of purchase and those differences severely impact your ability to use the service.
• Trial period cancellation (if applicable): If SmartTest offers a free trial or refund guarantee within a short period (e.g., within the first 7 days) and you cancel the service within that period in accordance with the policy. (You may remove or adjust this point if a trial/refund policy is not offered.)

2.2. Non-Refundable Cases

Refunds will not be issued in the following cases:

• You change your mind or no longer need the service after registering, and the service has been functioning properly.
• You violated the Terms of Service, Acceptable Use Policy, or other SmartTest policies, resulting in account suspension or termination.
• Issues arise on your end (e.g., unstable internet, incompatible devices, failure to follow user instructions).
• Force majeure events (e.g., natural disasters, wars, pandemics) beyond SmartTest’s control.
• You request a refund after the specified refund period (if any).
• Free service plans or services not subject to charges.

2.3. Refund Request Process

To request a refund, follow these steps:

1. Send a refund request via email to: tex.co@gmail.com.
2. In your email, please include the following details:
   • Registered account name and email address.
   • Transaction ID or payment invoice.
   • Name of the purchased service plan.
   • Reason for requesting a refund and detailed description of the issue.
   • Any supporting evidence (error screenshots, detailed incident description).
3. SmartTest will review your refund request within 5–7 business days from the date of receiving complete information.
4. If approved, your refund will be processed within 7–15 business days and returned to your original payment method (e.g., bank account, e-wallet). The time it takes for the refund to appear in your account may vary depending on your financial institution.

2.4. Refund Processing Fees

Depending on the payment gateway’s policies, a transaction or banking fee (if applicable) may be deducted from the refunded amount.

3. Policy Changes

SmartTest reserves the right to update or modify this Dispute Resolution & Refund Policy at any time. All changes will take effect immediately upon posting on this page. We encourage you to check this page regularly for updates.

4. Contact

If you have any questions regarding this Dispute Resolution & Refund Policy, please contact us at:

• Email: tex.co@gmail.com
• Address: 367 E16, Group 11, Dong Anh Town

Thank you for choosing SmartTest!

Effective Date: 02/07/2025