Tuition Refund Policy

REFUND & SERVICE PROVISION POLICY

(Applicable to online courses on OTAVIETNAM.COM from January 2026)

I. SERVICE CHARACTERISTICS

OTAVN provides non-physical services in the form of online courses, where access to learning content is granted immediately after successful payment. Due to this nature, OTAVN has established a refund policy, service provision mechanism, and service usage evidence storage to protect customer rights and comply with payment partner requirements.

II. REFUND POLICY

Article 1. Cases of Excess Payment

In the event that a customer overpays the tuition fee for a course, the excess amount will be recorded in the OTAVN system.

Customers please send a written refund request via email to:
📧 [email protected]

Email subject: Request for excess tuition refund
Mandatory requirement: Send from the exact email address registered for the account at OTAVN.

Email content includes:

Full name
Registered email
Course name / Paid invoice code
Tuition fee amount paid
Payment method: Bank transfer / ATM card / E-wallet / Home collection

Refund principles:

Refund to the exact original payment method (card refund/corresponding e-wallet).
In case a refund to the old method is not possible (due to closed card/wallet), OTAVN will contact you to confirm an alternative plan in writing.

Article 2. Tuition Refund Policy

OTAVN aims to provide the best learning experience. However, if you are not satisfied, you may request a tuition refund if all of the following conditions are met simultaneously:

Submit the request within 07 (seven) days from the date of successful payment.
The learning progress does not exceed 10% of the total lessons in the course.
The course was purchased and paid for directly through OTAVN or an authorized OTAVN agent.

⛔ Refunds do not apply to:

Courses purchased from instructors, other individual accounts, or third parties not authorized by OTAVN.
Cases where more than 10% of the course content has been studied.
Requests submitted after the specified deadline.

Article 3. Refund Process and Processing Time

How to submit a tuition refund request:

📧 Email: [email protected]
Subject: Tuition refund request
Send from the registered account email

Email content includes:

Full name
Registered email
Course name / Invoice code
Amount paid
Payment method
(Only used in force majeure cases) alternative payment information if card refund is not possible

Refund principles:

Refund to the exact original card/wallet used for payment (card refund).
Refund amount = Amount actually received by OTAVN after deducting payment gateway fees (if any).

Processing time:

OTAVN processes requests within 07 working days from receipt of full valid information.
The time for funds to return to the account depends on the issuing bank/payment gateway processing time (usually 5–15 working days).

Article 4. Handling Complaints via Issuing Bank (Chargeback)

In the event that a customer files a transaction complaint through the issuing bank or payment gateway for the reason of "service not received", OTAVN will:

Coordinate with the payment gateway/bank to provide full:
- Transaction information
- Evidence of service provision
Respond according to the correct process and deadline of the payment partner.
In case of a valid complaint, OTAVN will perform the refund according to regulations.

III. SERVICE PROVISION MECHANISM & DELIVERY EVIDENCE

Article 5. Timing and Method of Service Provision

Immediately after successful payment, the OTAVN system automatically grants course access to the user.
Customers can log in and study through the account registered at OTAVIETNAM.COM.

Article 6. Recording and Providing Evidence of Service Usage

OTAVN stores full data to prove the provision and use of services, including but not limited to:

Course access grant time
Login history (IP, time)
Lesson access logs (learning logs)
Lesson completion rate (%)
Viewing time for each content

This data is used as evidence of service provision when:

Customer files a complaint
Bank/payment gateway requests reconciliation

IV. SAMPLE EVIDENCE OF SERVICE PROVISION (reference for payment gateways/banks such as ZaloPay, VNpay...)

Example of provided data:

User Email: [email protected]
Transaction ID: ZLP_2026_0123_ABC
Course Name: Sale OTA ...
Payment Time: 10:15 – 12/01/2026
Access Granted Time: 10:16 – 12/01/2026
Login Records:
- 12/01/2026 – 10:20 – IP: xxx.xxx.xxx.xxx
- 13/01/2026 – 21:05 – IP: xxx.xxx.xxx.xxx
Learning Progress: 6/50 lessons (12%)

➡️ Conclusion: Service has been provided and used by the user.

See more other policies: