Refund Policy

Reference draft — pending legal review. This content may change before it formally takes effect. If the English and Vietnamese versions differ, the Vietnamese version prevails.

This policy is part of the Terms and Conditions of Use and applies to fees the Customer pays CÔNG TY CỔ PHẦN NEXT GROUP (NEXT Group Joint Stock Company, “NEXT”) for NEXT OS.

Article 1. 14-day free trial

1. New Customers can try NEXT OS free for 14 days.
2. NEXT charges nothing up front and does not require a payment card for the trial, so the Customer can stop at any time without needing a refund.

Article 2. Full refund of your first payment within 7 days

1. For the first payment for NEXT OS (monthly or yearly plan), the Customer receives a 100% refund of the plan fee if it asks within 7 days of the payment date.
2. No reason is required.
3. The charges in Article 5 are not covered by this article.
4. Each business can use this article once.

Article 3. Yearly plans: refund of unused months in the first 90 days

1. After the 7 days in Article 2 and within 90 days of paying for a yearly plan, the Customer can cancel and receive a refund for unused months.
2. Calculation: refund = amount paid for the yearly plan − months used × listed monthly price. A month that has started counts as used.
3. The yearly plan’s “2 months free” offer has no cash value. Months used are therefore charged at the listed monthly price, not at the monthly equivalent of the yearly price.
4. Example: a yearly plan costs the same as 10 months at the listed price (for 12 months of use). If the Customer uses 3 months and then cancels, the refund equals 7 months at the listed price.
5. After 90 days from the payment date, yearly plan fees are not refunded. The Customer keeps using the Service until the end of the paid period.
6. This article applies to the first yearly period. Renewal periods follow Article 4.

Article 4. Automatic renewal and cancellation

1. Plans renew automatically at the end of each period. Fees for an automatically renewed period are not refunded.
2. The Customer can cancel renewal at any time in the Account settings or through the channels in Article 8. After canceling, the Customer keeps using the Service until the end of the paid period and is not charged for the next one.
3. Duplicate charges or incorrect amounts caused by a payment error are refunded in full, regardless of the time limits in Articles 2 and 3.

Article 5. Non-refundable charges

1. Onboarding, training, design and data migration work already delivered.
2. NEXT AI wallet credit, messages, email and other Usage-based Services already used.
3. Fees charged by Third Parties or paid by NEXT to Third Parties on the Customer’s behalf: domains, phone numbers, Zalo ZNS messages, advertising.
4. Fees for the current period when an Account is terminated for breaching the Terms and Conditions of Use.

Article 6. Refund time and method

1. NEXT pays refunds within 14 Business Days at most after receiving a valid request:
   • NEXT reviews, confirms and issues the refund within 3 Business Days at most;
   • banks and card networks usually take 5–10 Business Days to return money to a card. Payments made by bank transfer or QR code are usually returned faster.
2. Money is refunded to the original payment method (card to card, bank transfer to the bank account the payment came from).
3. NEXT covers payment gateway and refund transfer fees. The Customer receives the full refund amount.
4. A valid request meets the conditions of this policy and includes the information in Article 8. If information is missing, NEXT asks the Customer to provide it; the time limit runs from when the information is complete.

Article 7. Service interruptions caused by NEXT OS

1. If NEXT OS is interrupted for more than 24 consecutive hours due to NEXT’s fault, so the Customer cannot use the main features, the Customer can choose:
   • extra days of use equal to the interruption, rounded up to whole days; or
   • a refund matching the interrupted time, based on the fee for the current period.
2. This does not apply to maintenance announced in advance, force majeure events, Third-Party incidents (Zalo, Facebook, carriers, etc.) or incidents caused by the Customer.
3. The Customer sends the request within 30 days after the incident ends.

Article 8. How to request a refund

1. Send a request through either channel:
   • Email: hello@nextos.vn, subject “Refund request – [business name]”;
   • Zalo: 0978 996 579.
2. Include:
   • the business name and tax ID (if any);
   • the login email or NEXT OS Account name;
   • the invoice number or a photo of the payment receipt, and the payment date;
   • the amount requested and the reason (optional for Article 2);
   • for bank transfer payments: the account holder name, account number and bank to receive the refund.
3. NEXT confirms receipt and tells the Customer the outcome of its review within 3 Business Days.

Article 9. Invoices for refunds

When refunding an amount that already has a VAT invoice, NEXT issues an adjustment or replacement invoice under Decree 123/2020/ND-CP as amended by Decree 70/2025/ND-CP. The Customer helps by providing information or confirmations where the regulations require them.

Article 10. Effect and changes

1. The version of this policy in effect when the Customer paid applies. The last updated date appears at the top of this page.
2. This policy is made in Vietnamese and English. If the two versions differ, the Vietnamese version prevails.
3. This policy does not limit the rights of a Customer who is a consumer under the Law on Consumer Rights Protection No. 19/2023/QH15.