Ezhanzi - Từ điển trung việt, hán việt

Complaints & Refunds

4/21/2026

Complaints and Refund Policy

This Complaints and Refund Policy aims to ensure the legitimate rights of our customers when using Chinese language learning service packages on our platform. We are committed to providing the best learning experience, while establishing a transparent process to resolve all arising issues.

1. Purpose

This policy is established to:

  • Ensure customers can easily raise issues or complaints related to the service.
  • Establish a clear, fair, and effective complaint handling and refund process.
  • Improve service quality by listening to and promptly addressing user feedback.

2. Scope of Application

This policy applies to all users who have registered and paid for Chinese language learning service packages (subscriptions) on our platform.

3. Complaint Process

3.1. Receiving Complaints

Customers can submit complaints through the following channels:

  • Email: Send a detailed email about your issue to [email protected]
  • Hotline: Contact directly via support phone number 0981809628 (Business hours from Monday to Friday)

To expedite the process, please provide the following complete information:

  • User's full name
  • Account registration email
  • Name of the purchased service package
  • Detailed description of the issue encountered (with images, videos, or any evidence if available)
  • Your desired resolution

3.2. Response and Processing Time

  • We will send an email confirming receipt of your complaint within 24 business hours from the time the complaint is received.
  • The processing time and preliminary solution delivery is 3-5 business days depending on the complexity of the issue. In cases where more time is needed for investigation, we will inform you.

3.3. Solutions

Depending on the nature of the complaint, we may offer solutions such as:

  • Rectify technical errors or service issues.
  • Compensate by extending the service package usage period.
  • Refund according to the refund policy below (if eligible).

4. Refund Policy for Subscriptions

4.1. Refund Conditions

We offer a refund policy in the following cases:

  • Full Refund:
    • Refund request submitted within 07 days from the date of service package purchase.
    • User has not or has only used a very small portion (< 5%) of the course materials or service package usage time (calculated by the number of lessons accessed or video viewing duration).
    • The service does not function as described and we are unable to fix the error within a reasonable time.
  • Partial Refund:
    • The service is subject to prolonged interruptions or serious errors on our part that cannot be remedied, significantly affecting your learning experience. The refund amount will be calculated based on the remaining usage time of the service package.
    • Other special cases will be reviewed and decided on a case-by-case basis.

4.2. Cases Not Eligible for Refund

We will not issue refunds in the following cases:

  • Refund request submitted after 07 days from the date of service package purchase.
  • User has significantly used the service (e.g., has completed > 5% of course content, has accessed the service frequently for an extended period).
  • Discontinuation of service use due to personal reasons of the user (e.g., no time to study, change of preference, incompatibility with learning method) after the 07-day full refund period.
  • User violates our terms of service.
  • Service packages purchased through special promotional programs explicitly stating "no refund".

4.3. Refund Request Process

  1. Send a refund request to [email protected] with the subject line "Refund Request - [User Name]".
  2. Provide complete information: Full name, registration email, service package name, detailed reason for the refund request.
  3. We will review your request based on this policy.
  4. If the request is approved, we will inform you of the refund amount and refund method.

4.4. Refund Processing Time

Once the refund request is approved, the amount will be transferred to your account within 7-15 business days. Transfer fees (if any) will be borne by the recipient or as per specific agreement.

5. General Terms

  • We reserve the right to change this policy at any time by publishing an updated version on the website. All changes will be effective immediately.
  • Any disputes arising will be resolved in a spirit of cooperation and good faith. In case no agreement is reached, the parties may bring the matter to a competent Court according to Vietnamese law.

6. Contact Information

For any questions or support requests, please contact us: