Refund Policy

A. Scope

This Refund Policy applies to:

• Users who have topped up credits but have not used them within the first 7 days from the transaction date — a full refund;
• Jobs that fail because of an error on the part of Vipix or a third-party AI provider (not because of an error in the User's input image);
• Duplicate transactions caused by a SePay system error.

B. Automatic credit refunds for failed jobs

When the system marks a job with the Failed status:

• Vipix automatically refunds the credits to the User's wallet within 24 hours;
• The refund appears in the User's wallet transaction history; Vipix does not currently send a separate email when it refunds credits;
• No request procedure is required.

C. Transaction disputes (chargebacks)

If a User finds a transaction that is invalid or incorrect:

• Dispute window: 30 days from the date of the SePay transaction;
• Requirements: a screenshot of the job, the Provider Request ID and the Transaction ID;
• Send to [email protected] with the subject "Transaction dispute";
• Vipix investigates and responds within 5 business days.

D. Forfeiture for violations

Accounts that violate Section 6 of the Terms of Service (Prohibited content) are subject to:

• Immediate account lock;
• Forfeiture of all remaining credits, with no refund;
• Possible reporting to the competent authorities, if necessary.

E. Cases where NO refund is given

Vipix does NOT give refunds in the following cases:

• Credits that have been used successfully (the job output has been returned);
• The User is not satisfied with the output quality because of AI limitations (as stated in Section 8 of the Terms of Service, Disclaimer about AI results);
• The refund request is made more than 30 days after the transaction;
• The account has been locked for violating the Terms of Service.

F. Request process

1. Email [email protected] with the subject "Refund request";
2. Provide your account email, the Transaction ID (SePay), the Provider Request ID (if a job is involved) and a description of the reason;
3. Vipix reviews the request within 5 business days;
4. If the request is approved, the credits are refunded to your wallet within 24 hours, or the payment is refunded to the original bank account within 5 to 7 business days.

G. VAT invoices

Vipix supports issuing VAT invoices on request for business customers. Send your request to [email protected] with your company tax code and the Transaction ID. (Invoicing for businesses is still being finalized — please contact us for support.)

See also: Terms of Service (Vietnamese) • Privacy Policy (Vietnamese)