Customer Policy

Overview

MAAS Education Technology JSC (hereinafter referred to as “Company” or “MAAS”) always puts the interests of customers first. Anyone who uses MAAS’s services is treated fairly and with respect by our dedicated and professional team.

We are committed to providing you with the best possible services and maintaining high standards of customer service. We will resolve any issues that arise during the order process, as well as address quality concerns following the process and regulations outlined in our customer policy.

In this Service Policy (hereinafter referred to as “Policy”), customers will find detailed information on the order cancellation process, extension deadline policy, correction request policy, warranty policy and refund policy for orders of all MAAS services, including:

1. Essay, Assignment, Research Paper, and Research Report for study levels from High School to Master’s Degree (abbreviated as “Essay”); 
2. Vietnamese Essay (abbreviated as “Essay”);
3. Online Quiz and Online Exam (abbreviated as “Online Exam” or “Online Test”);
4. Proposal, Capstone Project, Thesis, and Dissertation for study levels from Bachelor’s to Master’s Degree (abbreviated as “Dissertation”);
5. Research Project (PhD, DBA);
6. Personal Statement;
7. Tutoring (60 mins), Tutoring (90 mins), and Tutoring Package (abbreviated as “Tutoring”)

Please read this Service Policy (hereinafter referred to as “Policy”) carefully before placing an order to use the MAAS services.

When customers use MAAS services, it means that they have accepted and agreed to comply with the terms and conditions set out in this Policy. MAAS reserves the right to change and modify this Policy as necessary without prior notice. Customers continue to use the Service after the revised Policy is published and enforced, which means that you accept these changes.

Scope

This Policy applies to: 

1. All employees of the Customer Relations Department (abbreviated as “CR”) and Order Management Department (abbreviated as “OM”) at MAAS Education Technology Joint Stock Company.
2. All customers who place orders to use services under the MAAS Education Technology Joint Stock Company.
3. All Writers and Tutors (abbreviated as “Expert”) are working at MAAS Education Technology Joint Stock Company.

General Terms & Conditions

General Provisions

Feedback: During the order process, customers have the right to give opinions and feedback on the content of the assignment, answers for the exam, instructions and teaching syllabus, submission schedules or study schedules, and all issues related to the order so that the order can achieve the best quality. Our experts are responsible for responding to, reviewing customers’ feedback and making suggestions to improve the quality of the order.

Communication: The parties communicate politely and professionally, respect each other, do not use obscene language, and offend the recipient. The order’s quality and result are being prioritised. Any inappropriate behaviour from either party may interfere with the completion of the order.

Attendance: For orders of Online Exam and Tutoring Services, customers and the CR Department are responsible for being present at least 20 minutes before the exam or tutoring class start time to check the network connection, discuss, and instruct on the regulations for taking the online exam and the regulations during the Tutoring session. 

Discount/Promotion Offer: The customer has the option to use a discount code when using our services. 

Regulations on Information Security

1. We only use personal data provided by customers, including student code and login password, to collect necessary information and documents for writing the assignment and completing the order. By agreeing to provide documents and personal information to us, you have consented to MAAS’s use of them. This personal information will not be transferred to third parties or used for other purposes without your consent or as permitted by law or professional standards.
2. All documents sent to us by customers will be transferred to the Expert to write the assignment, build the teaching content and give the instructions for the exercises with the best quality. To ensure confidentiality, please check and remove all personal information in the document before sending it to us (including teacher information, class, student ID, email address and phone number).
3. All personal information of the Expert is kept confidential by the company during the order process and after the order is completed. Customers are obliged not to provide their personal information, to exploit the Expert’s personal information and to discuss privately with the Expert during the order process and after the order is completed.

Disclaimer

The company will disclaim any responsibility for the following cases:

1. Related to the quality of the entire order, when the customer discloses personal information to the Expert, exploits the Expert’s personal information and communicates privately with the Expert during the order process and after completing the order.
2. The results of assignments, tests, and final exams for customers using the Turtoring Services at MAAS.
3. The assignment receives a result of Fail or the Package Difference because the teacher discovers that the customer is using a writing service.
4. The assignment receives a result of Fail or the Package Difference because the customer discloses the content of the article to a third party, causing the article to have duplicate content with others.
5. When customers arbitrarily allow others to participate in the order process without notifying the Company, it affects the quality and results of the order.
6. When customers are suspected or detected by the school of cheating in the exam, leading to no test result.
7. Customers send the payment to the wrong recipient’s bank account.
8. Customers send the wrong bank information of the recipient to receive the refund.
9. Customers do not comply with the instructions, content and regulations in this policy.

Rights and Obligations of the Company

The Company has the following Rights:

1. Charge additional fees to edit the assignment in the following cases:

• The feedback is not sent on time.
• The feedback is subjective, unclear and emotional.
• The feedback contains additional requirements that were not included in the original document that the customer provided.
• The feedback is sent close to the submission deadline, or edited in a short time, causing the writer not to have enough time to write.
• The quality of the assignment, assessed by the writer and the Quality Control Department, has achieved enough grades according to the package commitment without the need for further adjustments.

2. For the Tutoring Package Service, the Company has the right to charge an additional 30% of the fee for 01 session for the following cases:

• Customers notified of the change of the session schedule later than the specified time (within 08 (eight) hours before the tutoring session).
• If customers change the schedule beyond the number of allowed sessions according to the regulations of each package they choose, or if they want to change their schedule without a valid reason, they must pay this additional fee for each subsequent schedule change.

3. Adjust the submission time, or submit only once before the deadline, depending on the requirements of the topic or the teacher, the complexity of the assignment, and the Expert’s working schedule.
4. Changed the Expert in the following cases: 

• When the current Expert cannot continue to receive the order due to health or personal reasons.
• Change only once when the current Expert does not meet the quality of the package commitment, and the order still has time to operate. The company will send the customer the next Expert’s profile in advance to get the customer’s confirmation before assigning the order to the new Expert.
• Change only once when the current Expert cannot continue to complete the order for the reason of not ensuring the quality of tutoring and teaching content according to the original required goals of the customer when using Tutoring services that the customer has not used up half of the total number of sessions registered when confirming the order. The Company will send the customer information about the next Expert’s profile in advance to get the customer’s confirmation before assigning the order to the new Expert.

5. Cancel the order and do not refund in the following cases:

• If customers add documents that affect the content of the article after the Expert has written the assignment. In case the Expert agrees to revise the writing according to the new document within the specified time, we will notify the incurred fees corresponding to the edited content and the urgent fee (if any).
• When customers need to change the order information (extend the warranty period, submission time, change the exam time, exam structure, exam format, and exam duration close to the officially announced exam time, change the topic, outline and change documents), but do not perform any payments for the costs incurred to continue operating the order.
• When customers send the document late, affecting the writing time of the writer, but do not pay the incurred costs to continue operating the order.
• If it is found that customers allowed other people to participate in the online exam process.
• When customers notify a change to the Tutoring schedule later than the specified time, without paying any incurred fees.
• When customers notify a change to the Tutoring schedule beyond the number of allowed sessions according to the regulations of each package that the customer chooses, or change the session schedule without a valid reason and refuse to pay any incurred fee.
• Detect customers exploiting personal information or communicating privately with the Expert.

6. Do not refund when the assignment receives the result of Fail or the Package Difference if:

• Customers send missing documents according to the required document list (Material Checklist), which affects the assignment quality.
• Customers received the Expert’s work before the submission deadline, but submitted the work after the submission deadline.
• Customers request the Expert to correct the writing according to their personal opinions, affecting the quality of the assignment.
• Customers do not provide proof that includes the grade and the teacher’s feedback.
• The Expert has to rely on another customer’s work to write, and the quality of the article is evaluated based on factors related to this customer’s writing part.

7. Do not apply the warranty, no refund, and stop the order when the customer violates one of the terms specified in this Policy.

The Company has the following Obligations:

1. Commit to guaranteeing the quality of the assignment according to the commitment of the service package that the customer has chosen..
2. Commit to transferring all information and documents related to the order provided by the Expert to the customer and vice versa.
3. For the Online Exam, commit to showing up at least 20 minutes before the exam start time to support and instruct the customer through the online exam process.
4. For the Tutoring:

• Ensure to arrange and attend the trial session according to the time agreed between the customer and the Expert.
• Ensure that tutoring sessions take place at the schedule agreed upon with the customer and the Expert.
• Ensure to notify the customer in case the Expert changes the schedule at least 08 (eight) hours before the nearest session.
• Ensure to attend some random sessions during the order process to evaluate the Expert’s tutoring quality.
• Arrange make-up sessions and re-announce the make-up sessions schedule to customers after receiving agreement from customers and Experts.
• Ensure timely presence during the session to respond to customer inquiries, convey information and prevent behaviours relating to information security.
• Commit to providing customers with full recordings of the sessions.

5. Make sure to perform the order for the customer within the agreed time when confirming the order.
6. Commit to providing good essay and exam quality and achieving the commitment of the service package that the customer has chosen.
7. Strictly follow the warranty policy and refund policy when the order does not guarantee the quality as promised in the service package, and the customer provides enough evidence according to the specified conditions.
8. Commit to treating customers respectfully and professionally throughout the order process and after completing the order to the end of the warranty period. 
9. Timely notice in difficult situations that occur during the order fulfilment process, such as changing the Expert to execute the order due to the original Expert’s illness or unexpected personal problems.
10. Ensure transparency and fairness in the interests of the customer and the Expert during the order fulfilment process, and after the order is completed until the warranty period expires.
11. Confidentiality of personal information provided by customers and Experts during the order fulfilment process and after the order is finished.

Rights and Obligations of Customers

Customers have the following Rights:

1. Request the Expert to correct and complete the assignment when not satisfied with the quality of the article during the writing process.
2. Request the Expert to respond promptly to all questions related to the client’s inquiries during the writing process.
3. Request the Expert to prepare tutoring plans or develop content for Tutoring sessions throughout the order process and after the order is completed.
4. Request the Company to transfer all information and documents related to the order provided by the Expert to the customer and vice versa.
5. Request the Company to change the Expert only once when the order does not meet the quality for the package commitment. The company will send the customer the next Expert’s profile to get the customer’s confirmation before officially assigning the order to the new Expert.
6. For the Tutoring Package service, in case customers have a legitimate reason for the quality of the Expert, customers have the right to request the company to change the Expert only once, provided that customers have not used up half of the number of sessions registered when confirming the order. The company will send customers the next Expert’s profile to get their confirmation before officially assigning the order to the new Expert.
7. For the Tutoring Package service, customers have the right to change the session schedule for a legitimate reason during the order process, according to the regulations on the maximum number of times allowed as follows: 

• 01 (one) time for customers who order from 05 (five) to 09 (nine) sessions.
• 02 (two) times for customers who order from 10 (ten) to 14 (fourteen) sessions.
• 03 (three) times for customers who order 15 (fifteen) sessions or more.

8. Request the company to perform the warranty obligations when the order does not guarantee the quality as committed to the service package that the customer has chosen.
9. Receive assignments on time after fulfilling all obligations.

Customers have the following Obligations:

1. Provide the exact date and time of the submission deadline, the exact exam start and end time in the Vietnam time zone (GMT +7)
2. Provide the complete information about the exam structure, exam format or exam method, assignment topic, and exam duration (screenshot of exam duration).
3. For the Online Exam:

• Make sure there is no problem for the Expert in terms of getting and reading the exam questions, and there is no change in the test format during the exam.
• Make sure to be present at least 20 minutes before the exam time so that the CR Department can instruct you through the online exam process and have the order delivered within the allotted time.

4. Ensure attending the Tutoring sessions on time and according to the agreed Tutoring schedule.
5. Make payment of 30% of the fee for 01 (one) Tutoring session when:

• Customers notified of the change of the session schedule later than the specified time (within 08 (eight) hours before the tutoring session).
• Customers change the schedule beyond the number of allowed sessions according to the regulations of each package they choose, or if they want to change their schedule without a valid reason, they must pay this additional fee for each subsequent schedule change.

6. Perform the payment for costs incurred when there is a need to change the order information, such as extending the warranty period, submission time, and exam time, changing documents, and changing topics and outlines.
7. Ensure sending correct and complete required documents according to the Material Checklist before making the payment and confirming the order.

1. Ensure documents do not reveal personal information such as personal name, teacher name, email address, customer contact information and so on.
2. Ensure the content of exchanged emails, messages, assignment requirements, and comments to all MAAS staff, as well as to the Expert, is clear, detailed, understandable, respectful and free of profanity and derogatory language to the recipient.
3. Carefully check the assignment before giving feedback and requesting corrections.
4. Make sure to support the Expert in answering the necessary questions and information related to the test during the order fulfilment process and the exam.
5. Ensure feedback and correction requests are sent in the correct order number and email subject of the order.
6. Summarise all feedback and correction requests before sending the Expert to avoid wasting time exchanging between the parties, affecting the quality and time of doing the assignment.
7. Make sure to fully record the Expert’s answers before the exam ends and submit the correct Expert’s answers on time.
8. Ensure to send the correct Expert’s work when submitting it to the teacher for feedback on the assignment’s quality.
9. Ensure to send the Expert’s work to the teacher for feedback on the quality of the work no more than 01 (one) day (24 hours) after receiving the Expert’s work.
10. Notify immediately when placing an order for an assignment that has been submitted late, but the teacher allows the work to be corrected and redone. We will not guarantee grades for late orders and will only guarantee Pass grades for redone assignments.
11. Notify immediately when placing an order for an assignment that has failed, but the teacher allows the customer to correct and redo the work, with the following one or two cases:

• The assignment done by the company failed and had to be redone for the customer.
• The assignment done by the customer failed, and an order to redo the assignment was placed at MAAS.

We will apply the warranty and grade commitment based on the marking rubric for resit prescribed by each institution and country.

12. Do not provide personal information to the writer and discuss the writer privately, and do not exploit the personal information of the Expert during the order process and after the order is completed.
13. Do not disclose the content of the work to a third party, which could affect the teacher’s assessment of the assignment’s quality.
14. Read carefully and strictly comply with the provisions of the warranty policy and refund policy with the MAAS Service.

Regulations on Cancellation

During the order fulfilment process, customers have the right to cancel the order when they do not want the company to continue to support their orders in the following cases:

• Cancelling due to no Expert for the order or before the Expert’s confirmation to do the order.
• Cancelling 01 part of the exam duration with a new duration shorter than the originally announced exam duration when placing the order.
• Cancelling due to dissatisfaction with the quality of the Expert’s work or the Expert’s tutoring quality during the order process.
• Cancelling due to providing the wrong submission deadline when the Expert has not started the work.
• Cancelling due to providing the wrong submission deadline when the Expert is doing the work.
• The order is delivered according to the progress of each part, and the customer cancels the order after confirming the content of each part.

For cancellation requests, customers need to email us about their decision via email to the Customer Relations Department: support@maasedtech.com. Please note that the refund method will be decided depending on the cancellation case. We will notify the customer of the company’s refund decision once the customer submits the cancellation decision (see the 02 sections: “Warranty Policy Summary” on page 16 and “Refund Policy Summary” on page 20 for more details).

Warranty Policy

General Provisions

The warranty policy includes provisions on the time, duration and limitations of the warranty. The warranty policy applies to three packages: Standard, Premium, and Advanced, as well as add-ons attached to the order (except for the add-ons of translating from English to Vietnamese, Extend Deadline fee, and VIP/VVIP support).

Cases where warranty policy applies: Orders for the entire assignment have a specific marking rubric for the entire assignment. For assignments that include attendance or class participation points in the total grade, the Company only applies the warranty policy on the part of the grade that has been deducted for attendance.

The detailed information of each case applying the warranty policy is stated in the 02 sections: “Warranty Policy Summary” on page 16 and “Refund Policy Summary” on page 20.

Warranty Time and Duration

1. For Essay, Vietnamese Essay, and Personal Statement:

• The warranty time is calculated from the submission deadline announced by the customer or the date the customer wants to receive the final version of the assignment before the submission deadline.
• The warranty duration: 45 days.

2. For Online Exam:

• The warranty time is calculated from the end of the test.
• The warranty duration: 45 days.

3. For Dissertation and Research Project (PhD, DBA):

• The warranty time is calculated from the submission deadline announced by the customer or the date the customer wants to receive the final version of the assignment before the submission deadline.
• The warranty duration: 90 days.

4. For Tutoring Package:

• The warrant time is calculated from the submission deadline of the subject using the service or the expected date of the last tutoring session agreed upon between the Company and the customer when placing the order.
• The warranty duration: 45 days.

Warranty Limitations

During the warranty period stated in Article 3.2, customers have the right to request that the Company guarantee the quality of the order through the following forms:

• Edit the assignment according to the teacher’s or customer’s feedback.
• Redo the entire assignment when it received the result of Fail or the Package Difference, and the customer is allowed to resubmit the work.
• Refund when the result is Fail or the Package Difference.
• Request to reserve and use the order value to offset for the next 01 order in some cases specified in the refund policy.
• Request the Company to arrange a make-up Tutoring sessions when the number of registered lessons has not been used up the number of sessions when confirming the order.

After the warranty period, we will release liability for claims arising from the warranty of test quality and the orders.

The detailed information of the warranty limitations is stated in the 02 sections: “Warranty Policy Summary” on page 16 and “Refund Policy Summary” on page 20.

Regulations on Extension of Deadline

General Provisions

The customer has the right to request an extension of the submission deadline or the exam time within the following 02 time periods:

• From the date the CR Department sends the Order Confirmation email to the customer to the date of receiving the Final or to the date of the original exam time when placing the orderl.
• Within 30 days after receiving the Final version of the assignment.

During the above periods, the customer has only 01 time to send the request to extend the submission deadline and change the warranty starting time for free. With the next requests during this period, the order will incur an additional fee, named as “Extend Deadline”.

After the above periods, the company will not accept and disclaim all responsibility for any customer’s requests to extend the submission deadline. The arising after the above period will be charged as a new order.

The deadline extension regulation applies to Essay, Vietnamese Essay, Online Exam, Personal Statement, Dissertation, and Research Project (PhD, DBA), and all service packages of MAAS (Eco, Standard, Premium, and Advanced), including orders with add-ons and discount/promotion codes applied.

Regulation of Maximum Deadline Extension Time

The time of extending the deadline does not exceed 30 days from the originally announced submission deadline or the original exam time when placing the order. After the deadline extension ends, the company will no longer perform the obligation relating to the order for the customer.

For example, if the originally announced submission deadline is August 01, 2025, and the customer wants to extend the deadline to September 30, 2025, it can only be moved up to August 31, 2025. The company will send the final version of the assignment to the customer in advance and start the warranty period from this date.

Extend Deadline Fee

1. The customers will be free to extend the deadline for the first time to notify of the extension within the period specified in Article 4.1.
2. The customers are not entitled to waive an Extend Deadline Fee in the following cases:

• Has been extended for free once within the period specified in Article 4.1.
• For Essay, Vietnamese Essay, Personal Statement, Dissertation, and Research Project (PhD, DBA): submit a request for correction after the submission deadline originally announced or after the new extended submission deadline.
• For Online Exam: submit a request to extend the exam time after the original exam time when placing the order.

Regulations on Correction Requests

General Provisions

1. To ensure that the correction requests are accurate and do not affect the content of the work, the teacher’s correction requests should be submitted in one of the copying forms, accompanied by the following evidence:

• A picture of the teacher’s direct feedback on the work.
• A picture of the feedback email, in which the teacher’s email address should be displayed.
• Audio records all the teacher’s feedback.
• A notification picture of the teacher’s feedback on the blackboard, in which it is necessary to display the subject name, subject code, and the content of the commented work that matches the writer’s work done for the client.

2. Please do not arbitrarily translate, edit the content and send it as a copy without proof of origin.
3. The company will perform the obligation to edit the assignment for the customer with correction requests based on the personal feedback that is not sent in the above forms.

Deadline for Correction Requests

1. For orders without an urgent fee, correction requests should be sent to the writer at least 02 days (48 hours) before the submission deadline.
2. For orders that are delivered according to the progress of each part, correction requests should be sent to the writer no later than 01 day (24 hours) from the time of receiving the teacher’s feedback.
3. For orders with an urgent fee, correction requests should be sent to the writer at least 01 day (24 hours) before the submission deadline.

Note: For correction requests sent after the originally announced submission deadline or after the new extended submission deadline, an Extend Deadline fee will be charged.

Regulations on Fees incurred with the Correction Requests

1. An Extend Deadline Fee will be charged at 15% of the order value, which applies for Writing Services, including Essay, Personal Statement,  Vietnamese Essay, Dissertation, and Research Project (PhD, DBA): will be charged for the correction requests submitted after the submission deadline initially announced when placing the order. 
2. Correction fee (based on the order’s arising requirements): will be charged in case the customer extends the deadline and the current Expert cannot continue to fulfil the customer’s order, leading to the company having to assign the order to a new Expert.
3. For orders under Vietnamese Essay, Dissertation, and Research Project (PhD, DBA) services: customers will need to pay the cost of a new order or additional costs for attached add-ons if some information of the paper has been approved by the teacher during the process of the Expert implementing the order is changed, including:

• Topic name;
• Over 40% of the content of the Proposal or the main content of the thesis;
• Research method or research model;
• Data collected and analysed.

MAAS will base on feedback from teachers or customers to decide whether to charge the incurred fees for the order.

Refund Policy

General Provisions

Refund regulations include regulations on cases eligible for refund by bank transfer, cases not eligible for refund by bank transfer, and cases where the amount will be reserved for use in the customer’s next order. Refund regulations are applied to 3 service packages: Standard, Premium and Advance,d along with add-ons attached to orders (except for the add-on for translation from English to Vietnamese, the Extend Deadline fee, and the VIP/VVIP support fee).

The detailed information of each case applying the refund policy is stated in the 02 sections: “Warranty Policy Summary” on page 16 and “Refund Policy Summary” on page 20.

Regulations on Applicable Conditions and Evidence

Refund requests for the cases of Fail or Package Difference, which are specified in Article 6.3.1 and Article 6.4.1, are only accepted when the customer submits satisfactory proof following the conditions:

• The customer has the assignment result.
• The customer has full feedback from the teacher on the quality of the assignment.
• The customer has proof that the content of the submitted work is the same as the writer’s work.

Customers can choose one of the following options to provide evidence:

Option 1: Provide full login account information used to submit the assignment, including:

• Account ID/Email
• Password
• Login Link

We will log in to the customer’s account to confirm the grade and teacher’s feedback. You can change your password after we send you a notice of the refund decision.

Option 2: Provide a video of logging into the school’s system (Blackboard), which should clearly show the following information:

• Customer’s name
• Subject name and subject code
• Grade announcement and separate marks for requirements in Marking Rubrics.
• The teacher’s feedback on the quality of the assignment.
• The entire content of the submitted work matches the content of the writer’s work.

Option 3: For results that have been informed via email, provide a video that demonstrates the following:

• The content of the email mentions the grade and the feedback on the quality of the test, which shows the personal email and the teacher’s email.
• The entire content of the submitted work matches the content of the writer’s work.

Notes:

• Refund requests without valid proof will be rejected for the refund duty.
• For grade announcements without feedback from the teacher, please contact your teacher directly for feedback.
• In case the assignment does not have a grade notification, but there is a total grade for the subject. Customers can submit proof of the corresponding grade after deducting the grade of the component subject.
• The video provided needs to have high resolution and good image quality so that we can see the content clearly and process the refund to the customer within the specified time.

Regulations on Refunds by Bank Transfer Method

Applicable Cases

MAAS Education Technology JSC will refund cash by bank transfer to customers for the following cases:

• Customers paid more than the actual value of the order because the CR Department sends a quote with a value greater than the actual value of the order (Overpayment), and they request the Company to refund cash by bank transfer.
• The company confirmed that there is no Expert to fulfil the order and must cancel the order.
• Customers cancelled the order because the time to respond to the customer about the Expert’s information had passed, but the Company still cannot find an Expert to fulfil the order, and the order is close to the submission deadline that customers initially notified.
• Customers cancelled the order because they were not satisfied with the quality of the Expert’s work during the order process.
• The result is Fail: customers are not allowed to redo or extend the time to edit the assignment, or customers are allowed to redo or extend the time to edit the assignment, but do not ask for support from MAAS.
• The result is the Package Difference.

Refund Request Process

Step 1: Submit the request, receive, and process the information:

• In case customers overpay or the company cancels the order due to no Expert to fulfil the order, the company will inform customers about the actual quote after the order is completed or send an email to notify customers about the order cancellation due to no Expert to fulfil the order.
• In case the order gets the result of Fail or the Package Difference, customers must send the result with detailed proof according to Article 6.2 and the account number they want to receive the refund to email: support@maasedtech.com.

Step 2: Wait for the notification of the refund decision from MAAS. Refund requests for the cases specified in Article 6.3.1 will need a review time of at least 10 working days (excluding Saturday, Sunday and public holidays) from the date the customer sends the full required evidence (specified in Article 6.2).

Step 3: After your refund request is approved, we will process the refund payment within 05 working days.

Note: After receiving the refund decision, the customer has up to 01 month from the date of receiving the notice to receive the refund. After this period, we will not reserve the fee and fulfil the refund obligation.

Refund Method

All refund amounts will be transferred directly to the Vietnamese customer’s bank account in VND. Please submit your account number with the following information:

Account Name

Account Number

Bank Name

If you need to receive the refund to your PayPal account, please send us your email address and account name.

Notes:

• You will be responsible for paying the incurred transaction fee for the refund payment.
• We will disclaim responsibility when you send us the wrong bank account information of the recipient.

Regulations on Refund by Reservation Method

Applicable Cases:

MAAS Education Technology JSC will reverse and use the balance or refund amount to offset the customer’s next 01 order for the following cases:

• The customer cancels the entire order.
• The customer pays more than the order value (overpayment).
• The official exam duration is shorter than the initially announced exam duration when placing the order (order adjustment).
• Customers have not used up half of the total number of sessions in the Tutoring Package services, which were originally booked when placing the order.
• The Final version did not use up the number of words or add-ons the customer paid for (order adjustment)
• The result is Fail: the customer is allowed to redo or extend the time to edit the assignment and ask for MAAS’s support. 
• The result is Package Difference.

Regulations on the Use of the Reserved Amount

Customers have up to 01 year to use the reserved amount for the next order fee. The time to use the reserved amount will be specified in the 02 sections: “Warranty Policy Summary” on page 16 and “Refund Policy Summary” on page 20.

The reserved amount will be applied for only 01 order of the customer along with the 02 cases below:

• If the next order has a value greater than the reserved amount, the customer needs to pay the cost difference.
• If the next order has a value less than the reserved amount, we will not refund the amount difference.

Refund Request Process

Step 1: Submit the request, receive, and process the information:

• In case of Order Cancellation, the customer sends an email to notify to cancel the order to the CR Department’s email: support@maasedtech.com.
• In case of Overpayment or Order Adjustment, the company will send information to the customer after or order is completed.
• In case the order gets the result of Fail or the Package Difference, the customer must send the result with detailed proof according to Article 6.2 and the account number you want to receive the refund to email: support@maasedtech.com.

Step 2: Wait for the notification of the refund decision from MAAS. Refund requests for the cases specified in Article 6.4.1 will need a review time of at least 15 working days (excluding Saturday, Sunday and public holidays) from the date the customer sends the full required evidence (specified in Article 6.2).

Step 3: After your request is approved, we will send an email to notify you of the expiry date of the refund to reserve and offset the fee for the subsequent order. 

Warranty Policy Summary

Refund Policy Summary

Definitions