Refund Policy

The Refund Policy that follows is written to be read in plain language by a hotel general manager or a finance officer. It explains, in Vietnamese đồng, when a subscription can be cancelled, when a refund is due, how the money reaches your Vietcombank account, and how the whole arrangement fits inside the Law on Consumer Protection 2023 (Luật Bảo vệ quyền lợi người tiêu dùng 2023). If your case is unusual, please write to billing@siteminderstore.org before you cancel; more often than not there is a solution that keeps you on the platform.

§ 01Everything is billed in Vietnamese đồng

All prices on the Marketplace are quoted in Vietnamese đồng, all invoices are issued in Vietnamese đồng, and all refunds are settled in Vietnamese đồng. There is no hidden currency conversion. If you pay by international card acquirer, the price is converted at the acquirer's published rate on the day of the transaction and any conversion fee sits on the acquirer's side of the ledger. Prices on the Marketplace typically range from 890,000 ₫ per month for a single lightweight connector to 5,900,000 ₫ per month for a full multi-property bundle; the exact amount is confirmed on the checkout screen before you commit.

§ 02The thirty-day money-back window

Every new Module subscription is protected by a thirty-day money-back window that starts on the day the Module is first activated in your SiteMinder Workspace. During that window, if the Module fails to deliver what its Marketplace page documents, you may cancel and request a full refund of the first month's fee. The claim must be sent in writing to billing@siteminderstore.org from the e-mail address of the account owner, and it must describe the way in which the Module has failed to deliver. Refunds are approved by default; a claim is only refused when the described issue is not attributable to the Module (for example, an outage of the underlying SiteMinder platform documented on SiteMinder's status page).

§ 03First month free on annual plans

Customers who commit to a twelve-month prepayment receive the first month free. If the customer cancels during that first month, the whole prepayment is refunded. If the customer cancels after the first month, the annual prepayment is refunded on a pro-rata basis for the unconsumed months, calculated from the day the cancellation is received (not from the end of the current billing cycle). Consumed months are not refundable.

§ 04Cancellation window and how to cancel

Subscriptions can be cancelled at any time on thirty days written notice sent by e-mail to billing@siteminderstore.org or through the cancellation button in the account settings of the Marketplace. The thirty-day notice runs from the date the e-mail or the click is received. During the notice period the Module continues to operate normally and one final invoice, covering the notice period, is issued. At the end of the notice period the Module is disconnected from the SiteMinder Workspace and the account transitions to a read-only state for a further ninety days so that the Customer can download historical reports before the data is deleted.

§ 05Pro-rated refunds on annual prepayments

When the Customer has prepaid twelve months and cancels before the end of the term, the refund is computed as follows:

Item	Formula
Full annual price	P (in ₫)
Discount already granted for the annual commitment	D = P × 8.33% (equivalent to one free month)
Unconsumed months	M (rounded up to the next full month)
Refund amount	R = (P − D) × (M / 12)

The discount D is deducted from the refund because the free month is only earned when the full twelve-month term is served. If the Customer serves the full term and cancels at renewal, no discount claw-back applies.

§ 06How refunds are paid

Refunds are paid by Vietcombank domestic transfer to the bank account from which the original invoice was settled, within thirty business days of the acceptance of the request. Where the original payment was made through MoMo, VNPay, or an international card acquirer, the refund is routed back through the same provider so that the transaction is reconciled at the acquirer's side. Where the original payment was made from a bank account we no longer have on file, we ask the Customer to confirm the destination account by a signed instruction on company letterhead; this adds an operational delay of a few business days for anti-fraud verification.

§ 07Consumed months are not refundable

Once a Module has been active for a full billing month, that month is considered consumed and is not refundable. The rationale is straightforward: the Module has used our infrastructure, our support team, and the SiteMinder API capacity that we pay for; it has produced value in the form of automations executed, reports generated, or e-mails sent. The thirty-day money-back window is designed to catch the case where the Module has not delivered as documented; it is not a rolling right of withdrawal.

§ 08Disputed transactions

If you spot a transaction on your bank statement that you do not recognise, please contact billing@siteminderstore.org before you open a chargeback with the card acquirer. Chargebacks are expensive for both parties and are almost always resolvable directly. When we receive a chargeback we submit the invoice, the audit log of the Module activation, and the correspondence exchanged with the account owner; if the chargeback is not withdrawn, the account is suspended pending resolution because the underlying invoice remains due under these Terms.

§ 09Refunds when we terminate for cause

If SiteminderStore terminates a subscription for cause under the Acceptable Use Policy — for example following a documented violation of the anti-spam rules or the anti-scraping rules — no refund is due for the current or previous months. If we terminate for our own convenience (for example if we discontinue a Module), the Customer receives a pro-rated refund of the unconsumed months plus, at our discretion, a credit note applicable to another Module of comparable scope.

§ 10Consumer protection framework

Business Customers form the overwhelming majority of the Marketplace, and this policy is drafted with them in mind. Where the Customer qualifies as a người tiêu dùng (consumer) within the meaning of Article 3 of the Law on Consumer Protection 2023, the policy is applied together with the statutory rights that the Law confers. In particular, the consumer's right to information under Article 15, to safety under Article 12, to a functioning complaint mechanism under Article 70, and to bring the dispute before the People's Court of the consumer's domicile under Article 78, are preserved and take precedence over any less favourable clause of the present policy.

§ 11Timeline summary

Event	Target timing
Acknowledgement of a refund request	2 Vietnamese business days
Decision on a refund request	10 Vietnamese business days
Settlement of an approved refund	30 Vietnamese business days
Disconnection of the Module after cancellation	End of the thirty-day notice period
Read-only access to historical data after cancellation	90 days from disconnection
Definitive deletion of historical data	Immediately at the end of the 90-day read-only window unless a legal retention obligation applies

§ 12Special cases — force majeure and infrastructure outages

If a Module cannot deliver because of a force-majeure event affecting SiteminderStore or one of our critical subprocessors — a datacentre power failure at Viettel IDC, a regional connectivity outage, a fire or a natural disaster — the affected days are credited to the next monthly invoice at the pro-rata daily rate. Credits, once issued, cannot be exchanged against cash but may be carried forward for up to twelve months.

§ 13Written form and evidence

Every refund transaction is documented by an amending e-invoice (hoá đơn điện tử điều chỉnh) issued in compliance with Decree 123/2020/ND-CP and Circular 78/2021/TT-BTC. The amending invoice is transmitted to the General Department of Taxation (Tổng cục Thuế) through our accredited service provider and to the Customer's billing e-mail address. Please retain these documents for your own accounting purposes; we archive them for the statutory ten years.

§ 14How to reach us

For any question about billing, cancellation, or a refund please write to billing@siteminderstore.org. Our team replies within one Vietnamese business day. For contractual escalations please write to legal@siteminderstore.org. For general operational support please use support@siteminderstore.org or call +84 28 3925 6800 between 09:00 and 18:00 Indochina Time on business days.

§ 15Independence from SiteMinder Limited

The present Refund Policy applies exclusively to the subscriptions billed by SiteminderStore Vietnam Company Limited for Modules distributed on the Marketplace. It does not apply to the subscription that the Customer holds directly with SiteMinder Limited for its SiteMinder Workspace; that subscription is governed by SiteMinder Limited's own commercial terms. SiteminderStore is an independent Vietnamese company and is not affiliated with, sponsored by, or endorsed by SiteMinder Limited.