Online Exam Policy

Overview & Scope

Overview

MAAS Education Technology JSC (“MAAS”) always puts the interests of the customer 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 services and setting strict standards for customer service. We will solve any arising problems during the order process as well as quality problems according to the process and regulations announced in the customer policy. 

In this Online Exam Service Policy (“Policy”), customers will find detailed information on the order cancellation process, warranty policy and refund policy for orders under the Online Exam service.

Please read the Policy carefully before placing an order to use MAAS’s Online Exam service (“Service”).

When customers use MAAS’s Online Exam service, 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 means that you accept these changes.

Scope

This Policy applies to

  1. All employees of the Customer Relations Department (“CR”) and Order Management Department (“OM”) at MAAS Education Technology Joint Stock Company.
  2. All customers order Online Exam Services at MAAS Writing Service belonging to MAAS Education Technology Joint Stock Company.
  3. All writers are working at MAAS Education Technology Joint Stock Company.

Online Exam Policy: General Terms & Conditions

1.1. General Provisions for Online Exam Service

Feedback: During the exam, the customer has the right to give opinions and feedback on answers to help the exam achieve the best quality. The writer is responsible for responding to and criticizing customers’ comments.

Communication: The parties communicate politely, and professionally, respect each other, do not use obscene language, and offend the recipient. The quality of the client’s exam is being prioritized. Any inappropriate behaviour from either party may interfere with the completion of the test on time. 

Attendance: The customer and CS Department are responsible for being present at least 20 minutes before the exam time to discuss and instruct on the rules for taking the online exam.

Discount/Promotion Offer: The customer has the option to use a discount code on Online Exam orders.

1.2. 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 doing the exam 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. The documents that the customers send to us will be transferred to the writer for the purpose of doing the exam 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 writer is kept confidential by the company during the order process, exam process and after the order is completed. Customers are obliged not to provide their personal information, to exploit the writer’s personal information and to discuss privately with the writer during the test and after the test ends.

1.3. Disclaimer

The Company will disclaim the responsibility for the following situation:

  1. Related to the quality of the test for all customer orders when the customer discloses personal information to the writer, exploits the writer’s personal information and communicates with the writer privately during the test and after the test ends.
  2. When the customer arbitrarily allows other people to participate in the test, causing influence on the test results.
  3. When there are situations where the test is a Fail or in the Package Difference case because the lecturer discovers that the customer is using the writing service.
  4. When there is a situation where the customer sends the payment to the wrong bank information of the recipient.
  5. When there is a situation where the customer sends the wrong bank information of the recipient to receive the refund.
  6. When the customer is currently suspected or detected by the school of cheating in the exam leading to no test result. 
  7. When the customer does not comply with the instructions, content and regulations in this Policy. 

1.4. Rights and Obligations of the Company

1.4.1. The Company has the following rights:

  1. Designate the appropriate writer to fulfil the order and change the assigned writer when the previous writer cannot continue to receive the order due to health or personal reasons.
  2. Cancel and do not refund for online exam orders when the customer has changes in exam time, exam structure, exam format, and exam duration close to the officially announced exam time, but does not perform the payment for the costs incurred to continue operating the order.
  3. Cancel the order and do not refund if it is found that the customer has allowed other people to participate in the online test process.
  4. Do not refund when the result is a Fail or in the Package Difference case if the customer sends missing documents according to the required document list (Material Checklist), which affects the writer’s exam process and the test quality.
  5. Do not refund when the result is a Fail or in the Package Difference case if the customer does not provide sufficient proof including the grade and lecturer comments.
  6. Do not apply the warranty, not refund and stop the order when the customer violates one of the terms specified in this Policy.

1.4.2. The Company has the following obligations:

  1. Commit to guaranteeing the quality of the exam according to the commitment of the service package that the customer has chosen.
  2. Commit to showing up at least 20 minutes before the exam time to support and instruct the customer through the online exam process.
  3. Make sure to perform the test for the customer within the agreed time when confirming the order.
  4. Commit to providing good online exam quality and achieving the commitment of the service package that the customer has chosen.
  5. 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.
  6. Commit to treating customers respectfully and professionally throughout the order process and after completing the exam to the end of the warranty period.
  7. Timely notice in difficult situations that occur during the order fulfillment process such as: changing the writer to execute the order due to the original writer’s illness or unexpected personal problems.
  8. Ensure transparency and fairness in the interests of the customer and the writer during the order fulfilment process, the exam process and after the test is completed until the warranty period expires.
  9. Confidentially of personal information provided by customers and writers during the order fulfilment process, exam process and after the order is finished.

1.5. Rights and Obligations of Customers

1.5.1. Customers have the following rights: 

  1. Request the writer to respond promptly to all questions related to the client’s exam in order fulfilment and exam process.
  2. Request the company to perform the warranty obligations when the order does not guarantee the quality as the commitment of the service package that the customer has chosen.

1.5.2. Customers have the following obligations: 

  1. Provide exact exam time (exam start time and exam end time), complete information about exam structure, exam format and exam duration (screenshot of the exam duration).
  2. Make sure there is no problem for the writer in terms of getting and reading the exam questions and there is no change in the test format during the exam.
  3. Make sure to be present at least 20 minutes before the exam time so that the CS Department can instruct you through the online exam process and have the order delivered within the allotted time.
  4. Perform the payment for the costs incurred when there is a need to change order information such as exam time, exam date and documents.
  5. Make sure to send the correct and complete required documents according to the required document list (Material Checklist) before making the payment and confirming the order.
  6. Ensure documents do not reveal personal information such as personal name, teacher name, email address, customer contact information and etc.
  7. Ensure the content of exchanged emails, messages, exam requirements, comments to all MAAS staff as well as to the writer are clear, detailed, understandable, respectful and free of profanity, and derogatory to the recipient.
  8. Make sure to support the writer in answering the necessary questions and information related to the test during the order fulfilment process and the exam.
  9. Make sure to fully record the writer’s answers before the exam ends and submit the correct writer’s answers on time.
  10. Read carefully and strictly comply with the provisions of the warranty policy and refund policy with the Company’s Online Exam Service.
  11. Do not provide personal information to the writer and discuss the writer privately, and do not exploit the personal information of the writer during the test and after the test is completed.

Online Exam Policy: Regulations on Cancellation

2.1. Cancel the Entire Order

In case the customer does not want the company to continue to support the Online Exam for you, you have the right to cancel the order. You need to email us about your decision to cancel your order via the email of the CR Department: support@maasedtech.com. Please note that the cost of the order will not be refunded in cash once you submit the cancellation decision.

2.2. Cancel a Part of the Exam Duration

Customers have the right to cancel 01 part of the exam duration with a new duration shorter than the originally announced exam duration. Customers email us about the decision to cancel 01 part of the exam time via email of the CR Department: support@maasedtech.com. Please note that the cost difference will not be refunded in cash.

Warranty Policy

3.1. General Provisions

The warranty policy includes provisions on the time, duration and limitations of the warranty. The warranty policy is applied to 03 packages including Standard, Premium and Advanced along with add-ons attached to the order (except for the add-on of translating from English to Vietnamese).

The detailed information of each case applying the warranty policy is stated in the Section “General Warranty and Refund Policy”.

3.2. Warranty Period

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

3.3. Warranty Limitations

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

  • Retake the entire test when the result is a Fail or does not meet the commitment of the service package (Package Difference) and the customer is allowed to retake the test.
  • Refund when the result is Fail.
  • Request to use the offset for subsequent orders with some cases specified in the refund policy. 

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

Online Exam Policy: Refund Policy

4.1. General Provisions

The refund policy includes provisions on cases where refundable cases, nonrefundable cases and cases where the refund will be reserved to offset the customer’s subsequent 01 order. The refund policy is applied to 03 packages including Standard, Premium and Advanced along with add-ons attached to the order (except for add-on translation from English to Vietnamese, and VIP/VVIP support fee).

The detailed information of each case applying the refund policy is stated in the Section “General Warranty and Refund Policy”.

4.2. Regulations on Applicable Conditions and Evidence

Refund requests for the cases of Fail or Package Difference which are specified in Article 4.3.1 and Article 4.4.1, are only accepted when the customer submits satisfactory proof following conditions:

  • The customer has the test result.
  • The customer has proof that the content of the submitted test is the same as the content of the writer’s answers.

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

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

  • Account ID/Email
  • Password
  • Login Link

We will log in to the customer’s account to confirm the grade and teacher’s comments. 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’s name and subject’s code
  • Test result and separate scores for the requirements in Marking Rubrics.
  • Teacher’s comments on the quality of the test.
  • The entire content of the submitted work matches the content of the writer’s work.

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

  • The content of the email mentions the grade and the comments 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.
  • In case the test does not have a score notification, but there is a total score of the subject. Customers can submit proof of corresponding test scores after offsetting the scores of the component subjects.
  • 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.

4.3. Cash Refund Policy

4.3.1. Applicable Cases

MAAS Education Technology JSC will refund customers for the following cases:

  • The company confirmed that there is no writer to fulfil the order and must cancel the order before 72 hours of the official exam time.
  • The test result is Fail: the customer is not allowed to do the resit. Or the customer is allowed to do the resit but does not place the resit order at MAAS.
  • The test result is in Package Difference.

4.3.2. Cash Refund Request Process

Step 1: Send the test result with detailed proof according to Article 4.2 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 4.3.1 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 4.2).

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 do not fulfil the obligation to refund you.

4.3.3. Cash 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 account and account name.

Notes:

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

4.4. Regulations on Refund by Reservation Method

4.4.1. Applicable Cases

MAAS Education Technology JSC will reserve the amount to offset the customer’s subsequent 01 order for the following cases:

  • Customer cancels the order.
  • Customer pays the order value 02 times (repeat payment).
  • Customer pays more than the order value (balance transfer).
  • The official exam duration is shorter than the initially announced exam duration when placing the order.
  • The test result is Fail: the customer is allowed to do the resit and places the resit order at MAAS. 

4.4.2. Regulations on the Use of the Reserved Amount

Customers have up to 01 year of using the reserved amount to offset the next order fee. The time to use the reserved amount will be specified in the Section “General Warranty and Refund Policy”.

The reserved amount will be applied for only the customer’s next 01 order 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.

4.4.3. Request Process for Reservation Method

Step 1: Send the test result with detailed proof according to Article 4.2 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 4.4.1 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 4.2).

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

General Warranty and Refund Policy

For more information, please refer to Page 10.

Definition

For more information, please refer to Page 14.

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