Refund and complaints policy
Effective 13 November 2026.
This policy covers VIP plans paid by bank transfer on vimai.jp and the ViMai web apps. Seller: Phạm Tiến Việt, tax code 024088015220.
1. Principle
VIP is digital content that can be used as soon as it is activated. An activated plan is therefore not refunded for a change of mind, except in the cases in section 2. Each app has a free version you can try first.
2. When we refund
• Duplicate payment (one order paid twice): 100% of the duplicate. • Overpayment: the amount above the plan price. • You paid but VIP could not be activated because of a ViMai fault that we cannot fix within 3 working days of your report: 100%. • Charged for the wrong plan because of a system error: the difference, or 100% if you do not want that plan.
3. How to ask
Within 30 days of payment, write to [email protected] or Zalo/phone +84 967 291 202 with: a photo of the transfer receipt, the time and amount, the app name, and the bank account for the refund (in the payer's name).
4. Processing time
We reply within 2 working days of receiving complete information. Once accepted, the refund is sent by bank transfer to the paying account within 7 working days. ViMai pays any transfer fee.
5. App Store purchases
In-app purchases on iOS are charged by Apple, so refunds are handled by Apple under its policy at reportaproblem.apple.com. ViMai cannot refund these directly, but we will help if VIP does not open after purchase.
6. Complaints
Send complaints about products, payments or personal data by email, Zalo or phone above. We acknowledge within 2 working days and give our answer within 7 working days. Both sides first try to settle by agreement. If that fails, you may go to a consumer protection authority or a competent court under the laws of Vietnam.
