1. Scope
This Refund Policy applies to all paid service plan transactions on the Trợ Lý Page (trolypage.com) platform. Please read carefully before making a payment.
2. Free Trial
- Trợ Lý Page offers a free trial for new users, allowing you to experience the platform's basic features.
- During the trial period, you are not charged and may cancel or stop using the service at any time without incurring any cost.
- We encourage you to take advantage of the free trial to evaluate the Service before upgrading to a paid plan.
3. Refund Eligibility
3.1. Full Refund Cases
- Critical system failure: The Service is continuously unavailable for more than 72 hours due to a fault on the part of Trợ Lý Page (excluding: scheduled maintenance with prior notice, disruptions caused by third parties, force majeure events).
- Incorrect/duplicate charges: You are charged unintentionally or charged twice for the same billing period due to a payment system error.
3.2. Pro-Rata Refund Cases
- Extended service disruption: If the Service is disrupted for 24 to 72 hours due to a fault on the part of Trợ Lý Page, you are eligible for a refund proportional to the number of affected days relative to the billing cycle.
3.3. Non-Refundable Cases
- You have used the Service normally during the billing cycle and wish to cancel mid-cycle.
- Your account was suspended or terminated due to a violation of the Terms of Service.
- Change in personal needs, change in business strategy, or simply no longer wanting to continue.
- Service disruption caused by third parties: Meta/Facebook API or policy changes, Zalo disruptions, AI provider (OpenAI, Google…) outages, hosting provider maintenance.
- Dissatisfaction with AI results — as AI response quality depends on the scripts, training documents, and your configuration.
- You did not use the Service (did not log in, did not connect any channel) during the entire billing cycle.
4. Refund Request Process
- Submit a request:
- Email [email protected]
- Subject: "Refund Request — [your account email]"
- Content: Describe the reason, with supporting evidence (error screenshots, transaction ID, time of incident).
- Review: Our support team will review the request within 3 business days.
- Result notification: An email will be sent with the approval or rejection decision, with explanation.
- Refund: If approved, the refund will be processed within 7–14 business days via the original payment method or bank transfer (depending on the case).
5. Cancelling a Paid Subscription
- You may cancel your paid subscription at any time.
- After cancellation, you continue to have full access to features until the end of the current billing cycle.
- Your account automatically downgrades to the free plan (with feature limitations) after the cycle ends.
- No refund for the remaining time in the cycle when cancelling mid-cycle.
6. Downgrading a Plan
- When downgrading, the change takes effect from the next billing cycle.
- You continue to use the current plan's features until the end of the current cycle.
- No price difference refund for the current cycle.
- Data exceeding the new plan's limits (if any) will be retained; you simply cannot create new data beyond the limits.
7. Upgrading a Plan
- When upgrading, the change takes effect immediately.
- You will be charged the pro-rata price difference for the remaining days in the current cycle.
8. Contact
For any questions about the refund policy:
