Refund policy

The customer must submit the request within 30 days after TS68 completes activation and sends the service handover details. TS68 refunds 100% of the actual amount paid for the eligible affected service component if a technical fault is attributable to TS68 or the service fails to meet specifications confirmed at ordering, the customer has cooperated in diagnosis, and TS68 cannot remedy the issue within a reasonable period communicated to the customer. The remedy period depends on severity and the plan’s support commitments; any extension requires the customer’s agreement.

A request submitted within the 30-day window remains eligible for review if diagnosis or remediation continues beyond that window. From day 31, measured from the same activation and handover date, new service interruption claims are handled under the SLA where eligible; other contractual and statutory rights remain protected.

For availability commitments and compensation conditions, see the Service level agreement (SLA)

The refund covers only the actual discounted amount allocated to the eligible service component, not an entire multi-service order. For bundles, the allocation confirmed at ordering applies; TS68 does not reallocate prices after a request arises. Exclusions are listed in section 3.

When a refund is approved, the refunded service component ends at a time agreed with the customer. If SLA support has already been provided for the same incident, only support actually used for the same refunded amount is reconciled to prevent duplicate recovery; unused support time is not deducted. TS68 explains the amount and calculation before refunding.

• Fees for successfully registered or renewed domains and issued SSL certificates, except where a refund is required by law. Payments for unsuccessful domain registrations or renewals are reconciled and refunded separately from the 30-day program.
• Complimentary service time, reward points and promotional benefits cannot be converted into cash.
• Renewals, upgrades, plan changes and subsequent registrations of the same service type are outside the 30-day refund program; SLA support and mandatory statutory rights remain available.
• The 30-day refund programme excludes requests based only on changed needs or customer-managed application, configuration or operational errors. Termination, reconciliation and refunds required by law or valid agreement remain governed by Chapter VII of the Terms of use; customer breach does not automatically forfeit all prepayments.

Service usage conditions are set out in the Terms of use

1. Use the email address registered for your service to send a request to support@ts68.vn. Include the order or service reference and the reason for requesting a refund.
2. Provide the incident time, a description of the fault and payment details. Attach receipts, screenshots or error messages where available to help TS68 verify the request.
3. TS68 checks eligibility, reconciles the payment and notifies the customer of the outcome and the refundable amount.

Refunds are sent by bank transfer to the account the customer used to pay for the service. The customer must provide the receiving account details for TS68 to verify before transferring funds.

TS68 reviews and completes the refund within 03 business days after receiving all reconciliation information for a valid request, excluding non-working days.

For assistance, contact support@ts68.vn

The SLA support and refund conditions in this policy do not restrict rights to complain, bring proceedings, seek damages or exercise other rights that must be protected under applicable law.