Effective from 15/11/2026
Refund & Credit Policy
AutoFillForm is a digital service delivered as soon as an order runs, so there is no "return" as with goods. Instead, runs not yet sent or that failed are refunded in Credit at the price you paid.
1. What Credit is
- Credit is the prepaid unit for using AutoFillForm (1 Credit = 40 VND when bought). It can only be used in the account that bought it, cannot be transferred, cannot be converted back to money and cannot be withdrawn.
- Purchased Credit does not decrease over time while the account is active.
- Free Credit: 100 Credit when a new account is verified and signs in for the first time; 100 Credit each month you sign in (months without a sign-in do not accumulate). Free Credit is for one account per person and may be withheld when the system detects signs of abuse.
- Free, promotional and gift Credit is never refunded or converted.
2. When Credit is refunded
| Case | How | When |
|---|---|---|
| You cancel the runs of an order that have not run yet (waiting) | Click "Cancel & refund" in My orders; each run is refunded at the price paid, spread surcharge included | Immediately |
| Failed runs: the system could not submit the response to the form | Ask via Support; we re-run the failed runs, or refund Credit at the price paid if you prefer a refund or they cannot be re-run | Within 3 working days |
| A system fault made responses differ from the settings you chose | Re-run the affected part or refund/compensate the matching Credit after checking | Within 7 working days |
| Money taken but no Credit added | The matching Credit is added under the Payment Policy | Within 3 working days |
Credit goes back to the account that placed the order and appears in the transaction history. Please ask within 30 days after the order ends, while we still have the logs to check it.
3. When there is no refund
- Runs successfully submitted to the form: a completed order is not refunded in money or Credit, including when you change your mind, set wrong ratios or content, use a wrong Excel file, or the result is not what you expected.
- You edit, delete or close the form, change questions or sharing while the order runs, so the responses no longer fit (runs not yet sent can still be cancelled and refunded).
- AI content already generated on request (for example AI-written open answers used in the order).
- Accounts closed for breaching the Terms of Use.
4. Refunds in money
All refunds are made in Credit. We refund money only when:
- a mistaken or duplicate transfer for which you do not want Credit (see the Payment Policy);
- we permanently stop the service: with at least 30 days' notice, unused purchased Credit (not free or promotional Credit) is refunded at the price paid;
- the law requires a refund.
Money is returned to the bank account that paid, within 15 working days after both sides agree.
5. How to ask
- Go to Support, open a ticket with the form name or order and your request (or email [email protected]).
- The support assistant checks the failed runs and order status; when staff are needed we reply in the ticket.
- The re-run result or the Credit refunded is recorded in the ticket and the transaction history.
If you disagree with the outcome, see the Complaints Procedure.