> For the complete documentation index, see [llms.txt](https://docs.avis.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.avis.net/guide/terms-and-conditions/service-testing-and-refund-policy.md). # SERVICE TESTING AND REFUND POLICY ### Checking the Services After the User completes payment, the Service is provided and the User may check it as follows: 1. Confirmation email: The system sends a confirmation email to the email address registered by the User, including the Order Code, the name of the Service Package, the Usage Quota and the term of use. 2. Checking within the account: The User checks the Usage Quota balance, the Service Package in use and the transaction history under the Account section on the Website. **Checking deadline:** The User is responsible for checking immediately upon receipt of the Services confirmation email from AVIS. Any discrepancy in the Service Package, the Usage Quota or the term of use must be notified to AVIS within 24 (twenty-four) hours from the time the confirmation email is received, for reconciliation and resolution. ### Refund conditions As the Services are digital tools provided instantly, exchange and refund apply in the following cases: 1. **Cases eligible for a refund** 2. The User is charged but the order is unsuccessful, or the Service Package/Usage Quota is not credited to the Account. 3. The User is charged twice (duplicate payment) for the same order. 4. The Service cannot be used due to a technical error in the AVIS system and AVIS is unable to remedy it within a reasonable time. 5. The Service provided does not match the description published on the Website (wrong Service Package name, wrong Usage Quota, wrong term) compared with the package the User paid for. 6. Other cases as notified and decided by AVIS. 7. **Cases NOT eligible for a refund** 8. The Usage Quota/Service Package has been used in part or in full (for example: video generation/editing runs have already been performed, etc.). 9. The User changes their mind after having used the Service, or after the 24-hour deadline stated in Section 1. 10. The Service Package has passed the term of use published on the Pricing page and the order confirmation page. 11. Incidents arising from the User’s device, Internet connection, software or operations, which are not attributable to an error in the AVIS system. 12. The Account is suspended or terminated because the User has breached the Website’s Terms and/or the Developer Policy. ### Exchange and refund request process **Step 1:** The User sends a request to AVIS via the support email or the official support channel of the Website, enclosing: the Order Code, the account email, a description of the matter and the payment voucher. **Step 2:** AVIS receives the request and responds to confirm receipt within 24 working hours. **Step 3:** AVIS checks and reconciles the transaction and the Service usage history. AVIS may ask the User to provide further information for verification. **Step 4:** AVIS notifies the User of the outcome within 07 (seven) working days from receipt of complete information. **Step 5:** If the request is valid, AVIS exchanges the Service Package or issues a refund through the payment method originally used by the User, or re-grants an equivalent Usage Quota at the Company’s option. Personal data processed for refund purposes is handled in accordance with the AVIS [Personal Data Protection Policy](/guide/terms-and-conditions/personal-data-protection-policy.md). ### Refund method and timeline | Item | Rule | | ----------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- | | Refund method | Refunded to the User’s original payment method (e-wallet, payment gateway or other payment methods updated on the Website from time to time). | | Processing time on AVIS’ side | Within 07 working days from confirmation that the request is valid | | Time for funds to arrive | Depends on the process of the bank/payment intermediary organisation, usually from 07 to 21 working days | | Refund fee | AVIS does not charge a refund processing fee. Fees charged by third parties (if any) are notified to the User in advance | ### Support information Business name: AVIS AI Joint Stock Company Enterprise code: 0318832218 Head office address: No. 2 Truong Quoc Dung, Phu Nhuan Ward, Ho Chi Minh City Email: Hotline: 028 9999 9898 --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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