Warranty Policy

Disclaimer

Purpose and Scope

MAAS Education Technology always puts customers’ interests on top priority. Our dedicated and  professional team will treat anyone who uses MAAS services fairly and respectfully. We commit to providing you with the best services and strict standards of customer care. We will solve  problems arising during the order process as well as the writing problems according to the correct procedure in the Warranty Policy. 

Disclaimer of Information Security

a) Our intention is to collect only the personal data that is provided to us so that we can deliver you the best quality for assessment. By giving us login access to the student accounts, such as a student  ID and password, you are giving your explicit consent to us so that MAAS can collect any  information or materials needed for your assessment. Your personal data is not transferred to third  parties or used for other purposes, unless we obtain your permission, or unless otherwise required  or permitted by law or professional standards. 

b) All the customers’ documents provided will be forwarded to our writer to complete the assignment  with the best quality. For security purposes, please make sure that you have removed all personal  information in any documents before sending them to us (including lecturers’ information, student  number, email address and phone number).

Definition

– Writer: a person who takes responsibility for writing and completing the assignment based on the  requirements of topics, subjects’ materials, and others from the customer with the specific time  from the order confirmation date to the submission deadline. 

– Submission Deadline: the last time/date in Indochina Time assigned by the lecturers for students  to submit the assignment. 

– Material Checklist: a list which is sent to the Customer Service Department before confirming the  order, containing all the required writing resources of the assignment for the writer to complete the  writing. Each service chosen by customers has its Material Checklist.  

– Assignment Fee or Service Fee: the amount of money that the customer purchasesfor our services. – Fee Difference: the difference between the price of the original package the customer purchased  and the package we performed. 

– Additional Fee:  

– Surcharge for additional service requests or order information changes after we have  recorded the previously anticipated costs. 

– Transfer fee incurred when customers pay the fee via bank transfer or when customers  request a refund via PayPal account. 

– Urgent Fee: surcharge for: 

– Orders close to the submission deadline (writer must write over 400 words/24h). – Online Exam Order less than 7 days before the exam date. 

– Login Account: the customer’s account to log in to the school system (blackboard) where can view  and manage the study activities. 

– Service Package: the forms of services provided to the customer from MAAS (Please see the  Brochure for details). 

– Failure: assignment with a score below the passing score (Pass), graded by lecturers or instructors based on the scale of the school the customer attends 

– Downgrade: assignment with a score below or not reach the committed score of the service  package, graded by lecturers or instructors based on the scale of the school the customer attends – Quality Control: the team controls the assignment quality of the writer to guarantee that the writing has met the standards of the package commitment. 

Rights and obligations of customers

Rights of Customers

– Request the writer to edit and complete the assignment in case the customer is not satisfied with  the work during the writing process.  

– Request the writer to respond speedily to all customer’s questions during the writing process. – Suggest the company change the writer in case the order does not guarantee the quality as  committed in the service package. 

– Suggest the company conduct the warranty obligations in case the order does not guarantee the  quality as committed in the service package. 

– Receive the assignments on time after fulfilling all obligations. 

Obligations of Customers

– For Essay/Dissertation Service, provide the order’s exact (date and time) submission deadline based  on the Indochina Time. 

– For Online Exam Service, provide the exact exam start time and exam end time, and full  information about the structure, format, and exam time (screenshot of the exam date and time). – For Online Exam Service, ensure to have no problems for the writer to receive and read the exam  questions, and no change in the exam method during the exam. 

– For Online Exam Service, ensure to present before or on time for the exam so that the order is  fulfilled within the specified time. 

– Pay the additional fee if the order information changes, such as extending the guarantee period,  submission deadline, and changing the topic, subject, and outline. 

– Before performing the payment and confirming the order, ensure to send the correct and sufficient compulsory writing materials (followed Material Checklists). 

– Ensure that all personal information (such as subjects, personal name, lecturer’s name, email  address, and so on) is not included in all documents. 

– Review the entire assignment’s content carefully before giving feedback and correction requests. – Ensure all feedback and correction requests are sent correctly according to the order number and  email subject of the order.  

– Ensure all communication email, feedback, and correction requests are clear, detailed,  understandable, and free of profanity and derogatory language.  

– Summarize all feedback and correction requests before sending them to the writer to avoid wasting  discussing time between parties, affecting the writing quality and time. 

– Ensure to submit the correct assignment of the writer when submitting them to the lecturer to get  feedback on the writing’s quality.  

– Ensure to submit the writer’s writing to the lecturer for feedback on the quality no later than 1 day  (24 hours) after receiving the assignment from the writer. 

– Ensure to send the topic as soon as possible without affecting the total writing time. – Notify right after placing the order for late submission or a failed assignment that has been allowed  to edit or redone (resit order). We do not guarantee grades for late submission orders and only  commit the passing grade for the resit order. 

– Do not provide personal information to the writer and privately communicate with the writer during  the writing process and after completing the assignment. 

– Do not reveal the assignment’s content to a third party, affecting the lecturer’s assessment of the  writing quality.

Rights and obligations of the company

Rights of the company

– Refuse to edit the writing according to personal feedback if the customer submits feedback close  to the submission deadline, or edits in a short time, causing a shortage of time for the writer to do the writing. Regulations on the time to send a correction request are detailed in Article 10.2. – Refuse to edit the assignment in the following cases: 

+ Feedback is not submitted on time according to the specified time. 

+ Feedback is subjective, unclear, and emotional. 

+ Feedback contains additional requirements that were not included in the original writing  materials the customer provided. 

+ The assignment quality is assessed by the writer and the Quality Control that the  assignment achieves scores of the package commitment without any further correction. – Adjust the submission time or submit the assignment only once before the submission deadline  depending on the topic’s requirements or lecturer, the writing’s complexity, and the writer’s  schedule. 

– Replace the in-progress writer in case the writer is unable to continue to fulfil the order due to  health or personal reasons.  

– Replace the in-progress writer in case the assignment does not meet the quality of the package  commitment and the order has not met the submission deadline.  

– Cancel the order and do not refund in case the customer adds more documents, affecting the content  after the writer has written the writing. In case the writer agrees to edit the assignment according  to the new materials within the specified time, we will notify the cost incurred corresponding to the  number of edited words and the urgent fees (if any). 

– Cancel the order and do not refund in case the customer demands changing order information  (extend the guarantee period, submission deadline, change the topic, subject, and outline), but does  not pay for the additional fee to continue the order. 

– Cancel the order and do not refund in case the customer provides the materials late, affecting the  writing time of the writer, but does not pay the additional fee to continue the order.  – Cancel the order and do not refund the Online Exam order in case the customer has any changes in  exam time, structure, format, and exam time (no more than 24 hours in advance) and during the  exam, but does not pay the additional fee to continue the order. 

– Cancel the order and do not refund if discover that the customer allows other people to participate  in the online exam process. 

– Cancel the order and do not refund the Failure or Downgrade in case the customer provides the lack of materials according to the Material Checklists, affecting the assignment’s quality.

– Do not refund the completed sections of the assignment that are over 10,000 words and are  submitted according to the progress of each section. Each section will be sent to the customer for  reference and the writer will edit the submitted part based on the lecturer’s feedback. When the  writer receives feedback and continues to adjust as well as improve the writing, means that the  customer has agreed to let the writer continue to complete the assignment. We reserve the right to  refuse refund requests for submitted assignments during the order process for this reason. 

– Do not refund the Failure or Downgrade in case the customer receives the writer’s writing before  the submission deadline but submits the assignment late. 

– Do not refund the Failure or Downgrade in case the customer requests the writer’s correction based  on their personal opinions, affecting the assignment quality. 

– Do not refund the Failure or Downgrade in case the customer does not provide valid proof of the  lecturer’s score and feedback. 

– Do not refund the Failure or Downgrade in case the writer writes based on another customer’s  writing, and the assignment quality is evaluated based on factors related to the customer’s writing. – Disclaim responsibility for correction in case the customer submits the writer’s writing to the  lecturer’s feedback on the quality more than 1 day (24 hours) late after receiving the writing.  – Disclaim responsibility for correction in case the customer sends a correction request after the  quality warranty period (detailed in Article 5.2). 

– Disclaim responsibility related to the assignment quality for all customer’s orders in case the  customer discloses personal information to the writer, exploits the writer’s personal information  and privately communicates with the writer during the writing process and after completing the  assignment. 

– Disclaim responsibility for Failure and Downgrade because the lecturer detects that the customer  uses a writing service. 

– Disclaim responsibility for Failure and Downgrade in case the customer discloses the assignment’s  content to a third party, causing the writing to have duplicate content with other assignments. – Disclaim responsibility in case the customer performs the payment with the wrong bank account information of the recipient. 

– Disclaim responsibility in case the customer sends the wrong recipient’s bank information to  receive the refund.  

Obligations of the Company

– Commit to conducting a quality warranty according to the service package that the customer has  chosen.  

– Guarantee to perform the customer’s assignments within the specified time when confirming the  order.  

– Perform a refund in case the order does not guarantee the quality as committed in the service  package and the customer provides enough valid proof according to the specified conditions. – Notify promptly in difficult situations that occur during the writing process, such as: cancelling the  assignment due to the writer’s illness or unexpected personal matters. 

– Guarantee transparency and fairness in the benefits between the customer and the writer during and  after the writing process. 

– Protect the personal information provided by the customer during the order process.

Warranty period

Warranty Starting Time

– From submission deadline. 

– Or from the date before the submission deadline that the customer wants to receive the completed  assignment.

Warranty Period

– For essay, research report and online exam: 45 days. 

– For dissertation and thesis, and research at DBA and PhD: 90 days. In case the lecturer sends final  grades late, the warranty period can be extended accordingly, but not exceeding 120 days.

Warranty limits

During the Warranty Period as specified in Article 5.2, the customer has the right to request the  company perform the quality warranty as follows: 

– Edit the writing’s content according to the lecturer’s or customer’s feedback. – Rewrite the entire assignment in case the work has not achieved the scores of the package  commitment. 

– Refund in case the assignment quality has not achieved the standard of the package commitment.  After the Warranty Period, the company will disclaim responsibility for any arising requests related  to correction assignment and quality assurance. 

Warranty fee

Service fees are considered either Refundable (✔) or Non-Refundable (X), specifically as follows:

Refund request process

Refund Request Process

Step 1: Send the writing’s result with detailed proof according to Article 11.2 or 12.2 and the account  number’s information for receiving the refund to email: support@maas.vn 

Step 2: Wait for the notice of the refund decision from MAAS Education Technology. For Failure, Downgrade or Cancel during the writing process: the Refund Request will take at least 20  working days for approval. 

For Cancel before the writing process or due to no writer: the Refund Request will take at least 4 working  days for approval. 

Step 3: After the Refund Request is approved. We will process the refund within 10 working days. 

8.2 Refund Methods 

Every refund will be transferred directly to the customer’ Vietnamese Bank Account by VND. Please send  the Bank Account information as follows: 

Account name 

Account number 

Bank name 

If the customer wishes to receive the refunds to the PayPal account, please send the account’s email and  account name. 

Note: 

– The customer will be responsible for paying the fee incurred when transferring the money. – We will disclaim responsibility when the customer sends the wrong recipient’s bank account  information.

Deadline extension policy

Deadline Extension Period

From the day of receiving the completed assignment from the company (Final version), the customer has a  maximum period of 30 days to extend the deadline and change the warranty starting time (with an extension  fee or not as specified in Article 9.3). 

After this period, the company will not accept and disclaim responsibility for any deadline extension requests of the customer. Any arising after this period will be counted as a new order. 

Maximum Deadline Extension Time

Deadline Extension Time starts from the initial notice submission deadline and does not exceed 30 days.  For example, if the customer initially notices the submission deadline on May 1^st, 2022, and needs to extend  it until June 31^st, 2022, it can only be moved up to May 31^st, 2022, and the company will send the assignment  to the customer in advance and start the grade warranty from this date. 

Deadline Extension Fee

– The Deadline Extension will be free in the following cases: 

+ The customer has proof of deadline extension from the school (pictures of email or  notification on the blackboard, if email, the lecturer’s email address should be shown) and  the notice date for the extension is before the initial submission deadline. 

+ The customer has proof of the lecturer’s feedback on the assignment quality which is not  achieved the package commitment (see detailed in Article 10.1). 

– The Deadline Extension will not be free in the following cases: 

+ The customer does not have proof of deadline extension from the school. 

+ The customer does not have proof of the lecturer’s feedback on the assignment quality. + The notice extension date is after the initial submission deadline. 

+ The customer has been extended for free once (including cases with proof of the school’s  extension). 

Correction request policy

Correction Request Regulation

– To ensure that the correction request is accurate, and does not affect the assignment’s content, the  lecturer’s correction requests should be submitted in one of the following copying forms with proof: + Pictures of the direct lecturer’s feedback on the assignment.  

+ Pictures of the feedback email, showing the lecturer’s email address. 

+ Audio records all lecturer’s feedback. 

+ Pictures of the notification of the lecturer’s feedback on the blackboard, showing the  subject name, subject code and feedback that matches the writer’s writing done for the  customer.  

– Please do not arbitrarily translate, edit the content, and send it as a copy without proof of origin.

– Correction requests that are not submitted in one of the above forms will be counted as a correction  request based on the customer’s judgment. 

Correction Request Period

– For the orders with no Urgent Fee, the correction requests should be sent to the writer at least 2  days (48 hours) before the submission deadline. 

– For the orders with delivering on a partial schedule, the correction requests should be sent to the  writer no later than 1 day (24 hours) from the time of receiving the lecturer’s feedback. – For the orders with Urgent Fee, the correction requests should be sent to the writer at least 1 day  (24 hours) before the submission deadline. 

Note:  

– The above conditions only apply in case the correction requests are within the topic’s requirements.  If a customer has incurred correction requests compared to the topic’s requirements, these requests  will be counted as a new order. 

– The correction requests sent to the writer that are not followed the regulations and the specified  time will be charged an additional urgent fee based on the number of words to be corrected, and  the time starts from the date the customer sends the correction requests to the submission of the  completed assignment. 

Refund policy for order cancellation

Refund Period

– For orders cancelled due to no writer or before the writer’s confirmation, the maximum refund time  is 14 working days (excluding Saturdays, Sundays, and public holidays) from the date the customer  receives the order cancellation notice. 

– For orders cancelled during the writing process, the maximum time for confirmation and processing  a refund request is 30 working days (excluding Saturdays, Sundays, and public holidays) from the  date the customer sends all the required proof for each case (see details in Article 9.2). In which,  20 days is the time to review a refund request and 10 days is the time to process the transfer after 

receiving the refund decision. 

Refund Conditions

For orders cancelled during the writing process due to the customer dissatisfaction with the quality of the  writer’s writing, the refund request is only accepted when the customer sends proof that meets the following  conditions: 

– The customer has complete feedback on the quality from the lecturer. 

– The customer has proof of the submitted assignment does not duplicate the assignment done by the  writer. 

The customer may choose one of the following forms to provide the proof: 

a) Selection 1: Provide the login account information that the customer used to submit the writing,  including:  

+ Account ID/Email

+ Password 

+ Submission Link 

We will log in to this account to confirm the lecturer’s feedback and that the submitted assignment  does not duplicate the writer’s writing. The customer can change the password right after we send  notice of the refund decision. 

b) Selection 2: Provide the soft copy of the submitted assignment and video of logging into the  school’s system (blackboard), which should clearly state the following: 

+ Customer name 

+ Subject name and subject code 

+ Lecturer’s feedback on the quality 

+ The entire content of the submitted assignment does not duplicate the writer’s writing. The provided soft copy of the submitted assignment will be used to check and compare the word  count of the content duplicating the writer’s writing. 

c) Selection 3: For the feedback notified by email, provide a video that clearly states the following: + The email content mentions feedback on the assignment quality, which shows personal  email, and teacher’s email. 

+ The entire content of the submitted assignment does not duplicate the writer’s writing.  Note:  

– The refund requests without valid proof will be rejected and disclaimed refund responsibility. – The provided video needs to have high resolution and good image quality so that we can see the  content clearly and perform the refund process within the specified time. 

Refund Regulations for Order Cancellation

Refund policy for failing the package commitment

Refund Time

For refund requests due to failing the package commitment, the maximum time for confirming and  processing a request is 30 workings day (excluding Saturdays, Sundays, and public holidays) from the date  the customer sends all the required proof for each case (see details in Article 10.2). In which, 20 days is the  time to review a refund request and 10 days is the time to make the transfer after receiving the refund  decision.

Refund Conditions

The refund request is only accepted when the customer sends proof that meets the following conditions: – The customer received the results. 

– The customer has the complete lecturer’s feedback. 

– The customer has proof of the submitted assignment duplicates the writer’s writing.  The customer may choose one of the following forms to provide the proof: 

a) Selection 1: Provide the login account information that the customer used to submit the writing,  including:  

+ Account ID/Email 

+ Password 

+ Submission Link 

We will log in to this account to confirm the grade and the lecturer’s feedback. The customer can  change the password right after we send notice of the refund decision. 

b) Selection 2: Provide the video of logging into the school’s system (blackboard), which clearly  states the following: 

+ Customer name

+ Subject name and subject code 

+ Total grade and grades for each request in Marking Rubrics 

+ Lecturer’s feedback 

+ The entire content of the submitted assignment duplicates the writer’s writing. c) Selection 3: For the grades notified by email, provide the video that clearly states the following: + The content mentions the grade and the feedback on the assignment quality, which shows  the personal email address, and the lecturer’s email address. 

+ The entire content of the submitted assignment duplicates the writer’s writing. Note: 

– The refund requests without valid proof will be rejected and disclaimed refund responsibility.  – For the grade announcement without the lecturer’s feedback, please contact the lecturer directly for  receiving the information.  

– Except for the Online Exam Order, the refund request with proof not including the lecturer’s  feedback will not be accepted and will be disclaimed refund responsibility.  

– In case the assignment does not receive the grade’s announcement but has the total subject grade,  the customer can send proof of the corresponding grade after deducting the grade of the component  subjects. 

– The provided video needs to have high resolution and good image quality so that we can see the  content clearly and perform the refund process within the specified time. 

Refund Regulations for Failing the Package Commitment

Summarize all refund occasions

Summarize all non-refund occasions

Reservation period for a refund

After receiving the refund decision, the customer has up to 06 months starting from the notice date to  receive the refund. After this period, we will not reserve the fee and refund the customer. Refund fees can be reimbursed in the following ways: 

– Directly transfer to a bank account. 

– Deduct for other order fees. 

– Use by friends or relatives for other orders.