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Refund Policy

1. Introduction
This Refund Policy outlines the terms and conditions regarding refunds for subscriptions to the services offered by JadeVN ("we," "us," "our"). By subscribing to our Services, you ("Customer," "you") acknowledge that you have read, understood, and agree to this policy.

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2. General Policy: Subscription Fees Are Non-Refundable
Due to the digital, non-tangible, and subscription-based nature of our AI services, all fees paid for JadeVN Services are non-refundable, except as explicitly stated in this policy. This means we generally do not provide refunds for partial months of service, unused time, or if you simply change your mind.

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3. Conditions for Refund Eligibility
Notwithstanding Section 2, refunds may be considered under the following specific circumstances:

  • 3.1. Cooling-Off Period (For Annual Plans Only): If you purchase an annual subscription, you have a period of fourteen (14) days from the date of purchase ("Cooling-Off Period") to cancel and request a full refund, provided you have not used the Service substantially (e.g., made more than 5 successful AI-led customer interactions or integrated the service into your live website).

  • 3.2. Service Failure: If JadeVN experiences a critical, widespread, and sustained failure of our core service that we are unable to resolve within seventy-two (72) consecutive hours, you may be eligible for a partial or full refund for the affected billing period. This will be determined at our sole discretion.

  • 3.3. Billing Errors: In the case of a clear and demonstrable billing error (e.g., being double-charged), we will promptly issue a full refund for the erroneous charge.

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4. What is Not Eligible for a Refund
You explicitly agree and understand that you are not eligible for a refund for any of the following reasons:

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  • Dissatisfaction with the results or performance of the Service.

  • Failure to achieve a specific business outcome (e.g., not getting enough new leads).

  • Lack of usage or forgetting to cancel your subscription.

  • Changes in your business needs or closure of your business.

  • Failure to cancel your subscription before it auto-renews.

  • Issues related to your own technology, internet connection, or configuration.

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5. Refund Process & Timeframe

  • How to Request: To request a refund under an eligible condition, you must contact us by email at [billing@jadevn.net] within the applicable timeframe (e.g., within the 14-day Cooling-Off Period for annual plans).

  • Information Required: You must provide your company name, account email, and a detailed explanation for the refund request.

  • Our Discretion: All refund requests are reviewed on a case-by-case basis, and the final decision rests with JadeVN. 

  • Processing Time: If your refund is approved, it will be processed within ten (10) business days, and a credit will be applied to your original method of payment. The time it takes for the refund to appear in your account depends on your payment provider's policies.

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6. Cancellation of Subscription
You may cancel your subscription at any time through your account dashboard. Cancellation will stop all future recurring charges. You will retain access to the paid Services until the end of your current paid billing period. No refunds will be provided for the remaining unused portion of the billing period in which you cancel.

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7. Changes to This Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. Your continued use of our Services after any change constitutes your acceptance of the new Refund Policy.

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