1. APPLICABLE POLICIES AND TERMS
a. Scope: These Terms of Use (the "Terms") are an agreement between EDTECHVN JOINT STOCK COMPANY ("EdTechVN", "Palingo", "we" or "our") and any person who accesses, registers for, installs or uses Palingo ("You" or the "User"). The Terms govern access to and use of the application, the website, the learning content, the review features, the games, the AI features, Premium and the related services, products and functions provided by Palingo (together, the "Service").
b. Acceptance of the Terms: By accessing, registering for, downloading, installing, signing in to, purchasing Premium on or using the Service, You confirm that You have had the opportunity to read and understand these Terms and that You agree to comply with them, together with the policies, rules and conditions referred to in them. If You do not agree, You should not continue to use the Service.
c. Additional rules: Certain features or programmes may have their own instructions, rules or conditions, published from time to time. Those rules apply within the scope of the feature or programme concerned.
d. Order of precedence: Where there is a difference between these Terms and the specific conditions confirmed for a transaction, the specific conditions of that transaction apply to that transaction. For a matter falling within the scope of a specialised policy, that policy applies within its own scope. Mandatory provisions of applicable law prevail in all cases.
2. ELIGIBILITY AND MINORS
a. Capacity to contract: You confirm that You have the legal capacity to enter into this agreement under the applicable law.
b. Minors: A User who is a minor, or who does not have full civil capacity, must use the Service with the consent or supervision of, or through, a parent, guardian or other lawful representative where the law so requires. For paid transactions, Palingo may apply verification requirements or additional conditions in accordance with the law and with the payment method.
c. Purpose of use: Unless Palingo provides otherwise in writing, the Service is provided for personal, educational and non-commercial purposes.
3. POLICIES AND CHANGES TO THE TERMS
a. Privacy Policy: The Privacy Policy governs Palingo's processing of personal data and is incorporated into these Terms by reference.
b. Specialised policies: The Premium & Payment Policy, the Refund Policy, the Cookie Policy and other policies or rules may apply within their respective scopes.
c. Amendments: Palingo may amend the Terms to reflect changes to the Service, to its method of operation or to legal requirements. An amended version applies to use of the Service in the future, from the effective date published.
d. Limits on the right to amend: Palingo does not use its right to amend the Terms in order to unilaterally change the obligations of a transaction already entered into, except where the law permits it or where the parties have agreed accordingly.
e. Notice of amendments: Where a change materially affects the rights or obligations of Users, Palingo will give notice or publish the change by a method consistent with the law.
4. INFORMATION ABOUT THE PROVIDER
a. Provider: EDTECHVN JOINT STOCK COMPANY (EDTECHVN JSC), business registration number 0318781147.
b. Registered address: 1025/1A Cach Mang Thang Tam, Ward 7, Tan Binh District, Ho Chi Minh City, Vietnam.
c. Legal representative: Nguyễn Thanh Quân.
d. Support email: [email protected].
5. RULES GOVERNING YOUR ACCOUNT
5.1. ACCOUNT INFORMATION AND CONDITIONS OF USE
a. Registration information: To use certain features, You may have to create an account and provide information that is true, accurate, complete and current. You are responsible for updating that information where a change affects Your use of the Service, Your receipt of notices or Your transactions.
b. Personal use: An account and the right to access the Service are granted for personal, educational and non-commercial purposes, unless Palingo provides otherwise in writing. You may not sell, rent, lend, share or transfer Your account to another person.
c. Linked accounts: Some accounts may be created or signed in to through an authentication service provided by Apple, Google or another provider. Use of such a sign-in method may be subject to additional conditions imposed by that provider.
5.2. PASSWORDS AND SECURITY
a. Passwords: Where an account uses a password or similar credentials, You are responsible for keeping them confidential and for restricting access to Your device, browser or means of signing in.
b. Activity in the account: You are responsible for the reasonable management of activity arising from Your account and must notify Palingo where You discover or suspect that the account has been accessed, used or controlled without authorisation.
c. Compromised accounts: If Your account is no longer secure because a device has been lost or stolen, because credentials have been disclosed or because of unauthorised use, You should notify Palingo promptly through an official support channel.
d. Not sharing credentials: You may not share a password, verification code or sign-in details with another person where doing so results in loss of control of the account or breaches the conditions of the Service.
5.3. ACCOUNT MANAGEMENT AND LIMITS
a. Identifying information: You may not provide false personal information, use a username to impersonate another person, or use a name or identifying information belonging to another person without permission.
b. Creating accounts for others: You may not create or operate an account for another person without the appropriate right or permission.
c. Multiple accounts: You may not create multiple accounts in order to circumvent limits or to abuse Free Trials, Premium, rewards, leaderboards, Streaks, XP, promotional programmes or Refer-a-Friend.
d. Sale and transfer: You may not sell, buy, exchange, rent, lend, transfer or otherwise provide access to an account to another person, except where Palingo expressly permits it.
5.4. ACCESS TO, RETENTION OF AND PROCESSING OF INFORMATION
a. Purposes of processing: Palingo may access, retain or disclose account information and information relating to the Service to the extent necessary to provide the Service, handle support, investigate abuse, protect rights and safety, enforce the Terms or comply with a lawful request.
b. Personal data: Palingo processes personal data and gives effect to the related rights of Users in accordance with the Privacy Policy and the applicable law.
5.5. SUSPENSION, TERMINATION AND CLOSURE OF ACCOUNTS
a. Suspension or termination by Palingo: Palingo may suspend or terminate an account where the registration information is inaccurate, misleading or deceptive; where the account is used to breach the Terms; or where continued use creates a material risk to the Service, to Users or to Palingo, to the extent permitted by law.
b. Closure by the User: You may stop using the Service or request closure of Your account through the mechanism Palingo provides. Deleting the application, signing out or closing an account does not automatically cancel Premium and does not automatically create a right to a refund.
c. Effect after closure: Once access is terminated, content associated with the account may no longer be accessible, depending on the feature and on the data retention policy. Rights, obligations and provisions that by their nature should continue to apply remain in effect.
6. YOUR CONTENT
6.1. OVERVIEW AND CATEGORIES OF CONTENT
a. Definition: "Your Content" means the information, text, answers, images, feedback, interaction data, lesson data or other content that You enter, upload, create or submit through the Service.
b. Private and public content: Content submitted through a private function does not automatically become public content. Where You use a feature that allows sharing with or display to other people, the extent of that visibility depends on how the feature has been designed.
c. Other people's content: Content provided by other Users or by third parties is not content created directly by Palingo and may be subject to its own conditions.
6.2. YOUR RIGHTS AND THE LICENCE GRANTED TO PALINGO
a. Your rights: You continue to own or hold the lawful rights in Your Content, except where those rights belong to a third party or the law provides otherwise.
b. The licence necessary for the Service: By submitting Your Content, You grant Palingo a non-exclusive right of use, which does not transfer ownership, to the extent necessary to store, process and display it in accordance with the feature You are using, and to provide, secure, support, debug, improve and develop the Service.
c. Scope of the licence: This licence serves only the Service and Palingo's lawful activities directly related to the Service, consistent with the Privacy Policy and the applicable law.
d. Sharing features: Where a feature allows content to be shared or made public, You grant Palingo and other Users the rights necessary for and corresponding to the way that feature has been designed and operates.
6.3. REPRESENTATIONS AND WARRANTIES REGARDING CONTENT
a. Right to provide: You represent that You own Your Content or that You have the lawful right to provide it and to grant the rights of use set out in the Terms.
b. Third-party rights: You represent that submitting, storing, using or sharing Your Content does not infringe the privacy, personality, intellectual property, contractual or other lawful rights of any third party.
c. Other people's data: Where Your Content contains another person's data, image, voice or information, You must ensure that You have the lawful basis and the rights necessary to provide that content to Palingo.
d. Responsibility: You are responsible for Your Content to the extent permitted by law.
6.4. CONTENT THAT IS NOT PERMITTED
a. Unlawful content: You may not submit, store or use the Service to transmit content that is unlawful, threatening, harassing, abusive, defamatory or harmful to others.
b. Infringing rights: You may not submit content that infringes the copyright, trade marks, trade secrets, privacy, publicity rights or other proprietary rights of a third party without the lawful right to do so.
c. Content relating to minors: You may not use the Service to unlawfully collect personal information from minors, or to groom, harass or exploit a minor or to solicit inappropriate content from a minor.
d. Malicious code and fraud: You may not submit content containing viruses, malicious code, data designed to cause damage, or fraudulent content.
e. Potentially harmful content: To the extent necessary to protect the safety of the Service and of Users, Palingo may restrict content that is threatening, hateful, obscene, pornographic or harmful to others, consistent with the applicable law.
6.5. MONITORING, EDITING AND REMOVAL OF CONTENT
a. No general monitoring obligation: Palingo is not obliged to actively monitor all of Your Content in all circumstances.
b. Available measures: Palingo may review content to the extent necessary, restrict its display, make technical edits, decline to process it, delete it or disable access to content or to an account where there are grounds indicating a breach of the Terms, of the law or of third-party rights, where a competent authority so requires, or where there is a material risk to the Service.
c. Urgent cases: Palingo may act immediately and without prior notice where giving prior notice could put the system, evidence, users or legal compliance at risk. Where appropriate, Palingo may notify the reasons and the measures applied.
d. Content disputes: Restricting or deleting content does not of itself determine the lawfulness of a dispute between the parties; Palingo may ask the parties for further information.
6.6. VOICE DATA AND LEARNING INTERACTIONS
a. Voice data: When You use the pronunciation scoring feature, Your voice is used only to score pronunciation. Palingo does not collect or store voice recordings as account data.
b. Learning data: Palingo may use certain interaction or learning data to operate features, personalise the experience, measure quality and improve the Service, in accordance with the applicable policies.
6.7. FEEDBACK AND SUGGESTIONS
a. Use of feedback: In respect of feedback, comments or improvement suggestions that You send voluntarily, Palingo may use, analyse and develop those ideas or that feedback in order to improve the product, to the extent permitted by law.
b. No implied ownership: Unless the parties agree otherwise in respect of a specific product or work, feedback in the nature of an idea or a feature suggestion does not give You ownership or a right to payment merely because Palingo has used that idea.
c. Confidentiality: Palingo is not obliged to keep confidential a suggestion that You send voluntarily, unless there is a separate confidentiality agreement or the law provides otherwise.
7. PALINGO'S PROPRIETARY RIGHTS
7.1. PALINGO'S PROPERTY AND CONTENT
a. Ownership: The Service and the related property are protected by the law on copyright, trade marks, intellectual property and other provisions. EdTechVN, or the party licensing to EdTechVN, owns or holds the lawful right to use that property.
b. Scope of the property: Palingo's content includes the lessons, the vocabulary content, the images, the audio, the games, the interface design, the lesson structure, the selection and arrangement of content, the software, the databases, the AI features and other materials provided by Palingo.
c. Learning methods: The methods, processes, structures, logic and ways of organising learning content embodied in the Service may be owned by, or lawfully licensed to, Palingo or its licensor, to the extent the law protects them.
d. Third-party property: Names, brands, content, images, audio or intellectual property of third parties appearing in the Service belong to their respective owners.
7.2. LICENCE TO USE THE SERVICE
a. Grant of use: Provided that You comply with the Terms, Palingo grants You a limited, personal, non-exclusive, non-transferable and non-sublicensable right to use the Service, which may be terminated in accordance with the Terms.
b. Purpose of use: That right exists only for the purpose of accessing and using the Service through the functions Palingo provides, and does not give You ownership of, or any independent right to exploit, the Service.
c. No implied rights: No right or licence is to be inferred merely from Your accessing, paying for or using the Service, where that right is not expressly granted by the Terms or by another agreement with Palingo.
d. Premium does not transfer ownership: Purchasing Premium grants only a right of access within the scope of the plan and for the term purchased; it does not give You the right to copy, distribute or independently exploit Premium content.
7.3. RESTRICTIONS RELATING TO PALINGO'S PROPERTY
a. Copying and exploitation: You may not copy, modify, republish, distribute, resell, rent, lend, sublicense, transfer or commercially exploit the Service or Palingo's content beyond the scope of the rights granted or of what mandatory law permits.
b. Technical analysis: You may not reverse-translate, reverse-engineer, disassemble, decompile, create derivative works from, or otherwise seek to discover the source code, structure, algorithms or technical components of the Service, except to the extent mandatory law permits.
c. Proprietary notices: You may not remove, alter, obscure or disable any copyright notice, trade mark or other proprietary notice displayed with the Service.
7.4. FEEDBACK AND SUGGESTIONS
a. Right to use feedback: If You voluntarily send feedback, comments or improvement suggestions about the Service, Palingo may use that information to analyse, improve and develop the product, to the extent permitted by law.
b. No automatic payment obligation: Unless the parties agree otherwise in respect of a specific product or work, Palingo's use of an idea or suggestion You have sent does not automatically give rise to an obligation to pay You.
c. No automatic confidentiality obligation: Palingo is not obliged to keep confidential a suggestion that You send voluntarily, unless there is a separate confidentiality agreement or the law provides otherwise.
8. RESTRICTIONS
8.1. SAFETY, INTERFERENCE AND MALICIOUS CODE
a. Interfering with the Service: You may not interfere with, damage, impair or disable the operation of the Service.
b. Malicious code: You may not upload or distribute viruses, worms, spyware, adware or other malicious code.
c. Security mechanisms: You may not remove, circumvent, disable or interfere with a security feature or with a mechanism that prevents or limits the use, copying of or access to the Service.
8.2. AUTOMATED ACCESS AND DATA EXTRACTION
a. Bots and automated tools: You may not use a bot, robot, spider, script, offline reader or other automated means to access the Service, collect data or generate interactions without Palingo's permission.
b. Unauthorised access: You may not attempt to gain unauthorised access to the Service, to another User's account, or to a system or network connected to the Service.
c. Abnormal load: You may not take any action that places a large, unreasonable or disproportionate load on the technical infrastructure or the traffic of the Service.
d. Linking and reframing: You may not deep-link to, reframe, reformat or re-embed parts of the Service in order to circumvent access mechanisms or to create an experience different from the Service as provided by Palingo, unless permitted to do so.
8.3. ABUSE OF ACCOUNTS AND OF USERS
a. Impersonation: You may not impersonate another person, or claim without basis to be connected with, authorised by or a representative of Palingo, EdTechVN, or their staff or partners.
b. Credentials: You may not collect, sell, share or make unauthorised use of another User's password, verification code or account information.
c. User data: You may not collect another User's username, email address, contact details or personal data, by automated or manual means, for an unauthorised purpose.
d. Protection of minors: You may not use the Service to unlawfully collect personal information from minors, or to groom, harass or abuse a minor or to solicit inappropriate content from a minor.
8.4. SPAM, ADVERTISING AND COMMERCIAL PURPOSES
a. Spam: You may not send spam, bulk messages or unauthorised advertising to other Users.
b. Solicitation: You may not use the Service to solicit, promote or direct users to another service in a way that breaches the law or the Terms.
c. Commercial purposes: You may not use the Service for commercial purposes outside a feature or programme that Palingo permits.
8.5. FRAUD AND MANIPULATION
a. Exploiting faults: You may not exploit a fault in the system in order to obtain an undue benefit.
b. Manipulating the system: You may not manipulate progress, XP, Streaks, rewards, leaderboards, Free Trials, Premium or Refer-a-Friend.
c. Circumventing limits: You may not create multiple accounts or use other means in order to circumvent a technical or commercial limit of the Service.
9. PREMIUM AND PAID SERVICES
9.1. PREMIUM PLANS AND BENEFITS
a. Scope of Premium: Premium provides access to the paid content, lessons, features or benefits defined for each plan. The benefits may differ according to the plan, the platform and the time of purchase.
b. Benefits in force: The benefits and prices in force are displayed before the User completes the transaction.
9.2. TRANSACTION AND PAYMENT INFORMATION
a. Pre-transaction information: The price, the currency, the billing cycle, any offer, the duration of use, the payment methods and the transaction conditions are displayed before the transaction is confirmed.
b. Payment methods: Palingo may accept payment through the Apple App Store, the Google Play Store and a payment gateway or other method that Palingo publishes.
c. Confirmation of the transaction: The transaction information that the User has seen and confirmed is an important basis for determining the transaction, within the scope of the applicable law.
9.3. FREE TRIALS AND AUTOMATIC RENEWAL
a. Free Trials: Palingo may offer a Free Trial for individual plans. The duration, the conditions of participation, whether payment details are required, the plan that applies after the Free Trial and any charge that arises are displayed clearly before confirmation.
b. Automatic renewal: For a plan with automatic renewal, the renewal conditions, the time of charging, the payment method and how to cancel are clearly stated before the transaction is confirmed, and are given effect in accordance with the platform, the payment method and the applicable law.
c. Lifetime Plan: The Lifetime Plan does not renew automatically.
9.4. CANCELLATION, TERMINATION AND REFUNDS
a. Cancelling a subscription: The User manages cancellation or renewal on the platform where the transaction was made. For a transaction made on the website, the Premium Plan does not renew automatically and ends on its own once the subscribed period expires. Deleting the application or signing out does not automatically cancel Premium.
b. Refunds: The cases, conditions and process for requesting a refund are set out in the Refund Policy and apply together with the rules of the relevant payment platform.
9.5. PROMOTIONS AND REFER-A-FRIEND
a. Separate programmes: Promotional programmes, offers and Refer-a-Friend programmes may apply under their own rules and conditions, published at the time they apply.
b. Conditions of application: The conditions confirmed for a specific programme or transaction apply within their respective scope.
9.6. TRANSACTIONS THROUGH THIRD PARTIES
a. Apple and Google: A transaction made through the Apple App Store or the Google Play Store may also be governed by that platform's terms and by its payment, cancellation and refund policies.
b. Payment providers: Where handling a matter falls within the authority of a payment provider, the User may have to make the request directly to that provider.
10. AI AND LEARNING SERVICES
10.1. AI FEATURES
a. Purpose: AI is provided to support learning, including feedback, practice exercises, suggestions, conversation and other learning content.
b. AI output: AI output may not be entirely accurate, complete, up to date or suitable in every situation.
c. AI input: You should not provide the AI with sensitive personal information, or with another person's information where You have no lawful basis for providing it.
d. Responsible use: You should assess for Yourself whether AI output is appropriate before relying on it, and should not use AI output as the sole basis for an important decision.
10.2. LIMITATIONS AND RESPONSIBLE USE
a. Not a substitute for an expert: AI is not a substitute for a teacher, an expert or an official source of information.
b. Prohibited conduct: You may not use the AI to create, transmit or process content that is unlawful, that infringes the rights of others, that circumvents safety measures or that harms the system.
c. Changes to features: Palingo may update, change, limit, suspend or discontinue an AI feature for reasons of quality, safety, performance, technology or law; in respect of Premium benefits already established, any change is made in accordance with the applicable commitments and the law in force.
10.3. LEARNING CONTENT AND OUTCOMES
a. Learning support: Palingo provides learning content and supporting tools; it does not guarantee a particular examination result, score, level of proficiency or degree of retention.
b. Individual differences: Learning outcomes depend on many factors, including how often You study, Your level of engagement, Your learning method and Your own individual circumstances.
11. THIRD-PARTY SERVICES AND CONTENT
11.1. THIRD-PARTY SERVICES AND LINKS
a. Websites and services: The Service may contain links, information or references to third-party products, services and websites that Palingo does not control or maintain.
b. Separate conditions: Accessing or using a third party's website, service or account is governed by that third party's terms, privacy policy and procedures.
c. Not an endorsement: Palingo providing a link or displaying third-party content does not mean that Palingo endorses, warrants or is responsible for that content.
11.2. THIRD-PARTY CONTENT AND TRANSACTIONS
a. Third-party content: Palingo does not warrant the accuracy, completeness, lawfulness, safety or continuity of all content provided by third parties.
b. Third-party transactions: Palingo is not a party to a transaction between You and a third party where Palingo does not directly provide or confirm that transaction.
c. Disputes: Where a dispute arises between You and a third party, Palingo may assist to a reasonable extent, but that does not mean that Palingo is the party responsible for that relationship.
12. INDEMNITY
12.1. THE USER'S RESPONSIBILITY
a. Scope: To the extent permitted by law, You are responsible for claims, damage or reasonable costs arising directly from Your unlawful conduct, from intentional abuse of the Service, or from Your Content infringing the rights of a third party.
b. Cooperation: Where a claim falls within this scope, You are responsible for cooperating by providing reasonable information so that Palingo can verify and handle the matter.
12.2. LIMITS AND PROTECTION OF USERS' RIGHTS
a. Control of proceedings: To the extent permitted by law, Palingo may participate in or control the handling of a claim in respect of which Palingo is entitled to seek reimbursement from You.
b. Mandatory rights not excluded: Nothing in this section removes consumer rights or excludes Palingo's mandatory liability.
c. Survival after termination: Valid indemnity obligations arising before termination continue in effect to the extent permitted by law.
13. DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY
13.1. DISCLAIMER OF WARRANTIES
a. Availability: To the extent permitted by law, Palingo does not warrant that the Service will always be continuous, error-free or uninterrupted, or that it will be compatible with every device, operating system, browser and network condition.
b. Learning content: Palingo does not warrant that all learning content, third-party content or AI output is entirely accurate, complete or suitable in every case.
c. Third-party websites: Palingo does not warrant the accuracy, continuity, safety or availability of third-party websites and services.
d. Lawfulness in the place of use: You are responsible for using the Service in a manner consistent with the law of the place from which You access or use it.
13.2. LIMITATION OF LIABILITY
a. Indirect damage: To the maximum extent permitted by law, Palingo is not liable for indirect, special, incidental or consequential damage arising from the use of, or the inability to use, the Service, except where such liability cannot be excluded under the law.
b. Damage to devices and data: You are responsible for maintaining Your device and network connection and for keeping appropriate backups of data under Your control. This provision does not exclude Palingo's liability where the law requires Palingo to bear it.
c. Conduct of third parties: Palingo is not liable for the acts or content of third parties to the extent they are outside Palingo's control, but this provision does not exclude Users' lawful rights against Palingo.
d. Consumer rights: Nothing in the Terms is intended to exclude or limit any liability of Palingo that the law requires Palingo to bear.
14. CONSUMER RIGHTS, COMPLAINTS AND INFRINGEMENT NOTICES
14.1. CONSUMER RIGHTS
a. Statutory rights: Palingo respects and safeguards the lawful rights of consumers under Vietnamese law. Nothing in these Terms is intended to exclude, limit or waive any right that the law does not permit Palingo to exclude or limit.
b. Transaction information: Palingo provides transaction information and the applicable policies through the disclosure mechanism of the Service and current law.
14.2. RECEIVING CHANNEL
a. Official channel: A User submits a report, request or complaint by email: [email protected].
b. Scope: Palingo accepts reports, requests and complaints relating to the Account, the Service, Content, Premium, Payment, Refunds and other matters within the scope of Palingo's operations.
c. Safety information: Do not send a password, an OTP code or full payment card information by email.
14.3. INFORMATION TO PROVIDE
a. Sender's information: The User should state their full name or account name and the email used with Palingo.
b. Content of the report or complaint: The User should describe the issue, when it arose, the product or feature concerned, and the outcome sought.
c. Transaction information: Where the issue relates to Premium or Payment, the User should provide the transaction code, the payment date, the plan purchased, the payment platform and information necessary for reconciliation.
d. Related documents: The User may provide screenshots, error messages or documents necessary for Palingo to verify and handle the matter.
14.4. RECEIPT AND VERIFICATION
a. Receipt: Palingo accepts reports, requests and complaints submitted through the official channel.
b. Verification: Palingo may request additional information to verify the sender, the account, the transaction or the content reported.
c. Incomplete information: Where there is insufficient information to proceed, Palingo may ask the User to provide additional information.
d. Coordination with a third party: Where the matter involves Apple, Google, a payment gateway or another third party, Palingo may direct the User to coordinate with the party concerned or carry out reconciliation.
14.5. RESOLUTION AND RESPONSE
a. Assessment: Palingo reviews the content, information and relevant evidence to determine an appropriate course of action.
b. Outcome: Palingo may respond in an appropriate form, including an explanation, remedial guidance, a transaction adjustment, a request for further information, or the outcome of a complaint.
c. Processing time: The processing time depends on the content, its complexity and the information that must be verified; for a request subject to a statutory time limit, Palingo follows the applicable time limit.
d. Outcome information: For a refund request, the outcome may be approval, a request for further information, or a refusal with an appropriate reason.
14.6. REPORTS AND COMPLAINTS ABOUT PREMIUM, PAYMENT AND REFUNDS
a. Website transactions: For a transaction made directly on the website, Palingo accepts and handles the request under the Refund Policy and the applicable transaction policies.
b. Apple App Store and Google Play Store: For a transaction made through the Apple App Store or the Google Play Store, a refund request may need to be submitted directly to the platform under its own process.
c. Payment provider: Where a payment provider has its own process, the User may be asked to coordinate with that provider.
d. Cancellation and refunds: Cancelling a subscription Plan and requesting a refund are two different actions. Cancelling does not automatically create a right to a refund.
e. After a Free Trial: Where a charge has arisen after a Free Trial, a refund request is reviewed under the Refund Policy, the transaction conditions and applicable law.
14.7. HANDLING A REFUND REQUEST
a. Time limit for submitting a request: The User may submit a refund request within 07 days of the payment date for Palingo to review under the Refund Policy, except where the law or the platform provides for a different right or time limit.
b. Not automatically approved: Submitting a request within the 07-day period does not mean the refund request will be approved.
c. Mandatory rights: This time limit for submitting a request is not intended to limit the right to cancel, obtain a refund, or exercise any other right under mandatory law.
d. Cases that may be considered: These may include a duplicate or incorrect payment, a serious technical error that prevents the User from using purchased Premium benefits, an unauthorised transaction, and other cases under policy, transaction commitments, or a legal obligation.
e. Information and factors considered: Palingo may request the transaction code, the account, the time of purchase, the platform of purchase and necessary payment information; the extent of Premium usage, refund history, and indications of fraud or abuse may be considered to the extent permitted by law.
f. New promotions: A price reduction or a new promotion introduced by Palingo after the time of purchase does not automatically create a right to request the difference be refunded.
g. No longer needed: A change in learning needs or discontinuing use does not automatically create a right to request a refund, except where the law or the transaction conditions provide otherwise.
h. Refund method and timing: Once a request is approved, the expected processing time for a refund on a website transaction is 07 to 15 working days; the time for the money to actually reach the account depends on the bank, the e-wallet or the payment institution. For the Apple App Store or the Google Play Store, the timing and method of the refund depend on the platform.
i. Reconciliation and duplicate refunds: Palingo may carry out reconciliation to prevent a single transaction from being refunded more than once; a bank, an e-wallet or a platform may apply its own process, which can affect the processing time.
j. Safety information: Do not send a password, an OTP code or a full payment card number when submitting a request.
14.8. NOTICE OF INTELLECTUAL PROPERTY INFRINGEMENT
a. Content of the notice: If You believe that content on the Service infringes your intellectual property rights, You may send a notice to [email protected]. The notice should state the complainant's information; a description of the work or right infringed; the location of the content; evidence supporting the right; a good-faith statement; and a confirmation that the information is accurate.
b. Additional information: Palingo may request additional documentation to verify and process the notice.
c. Handling measures: Palingo may temporarily restrict content or take other appropriate measures after review, but does not undertake that every notice will result in the content being removed if there is insufficient basis to do so.
14.9. DISPUTE RESOLUTION
a. Discussion and mediation: Palingo encourages the parties to discuss and find an appropriate solution before using another method of dispute resolution.
b. Competent authority: If a dispute cannot be resolved through discussion, mediation or another suitable method, it is resolved under Vietnamese law before a competent authority.
14.10. CONTACT
a. Email: Any report, request or complaint may be sent to [email protected].
b. Support information: The User should provide the information necessary for Palingo to verify and process the request; do not send confidential information such as a password, an OTP code or a full card number.
15. GENERAL PROVISIONS
15.1. GOVERNING LAW AND SEVERABILITY
a. Governing law: The Terms are governed by and construed in accordance with the law of Vietnam, except where mandatory provisions of law require otherwise.
b. Severability: If part of the Terms is found to be invalid, unlawful or unenforceable, that part is adjusted or removed to the extent necessary; the remaining parts continue in effect.
c. Relationship between the parties: The Terms do not create any relationship of agency, employment, joint venture or representation between You and Palingo beyond what is expressly provided.
15.2. NO WAIVER AND NOTICES
a. No waiver: Palingo's failure to exercise, or delay in exercising, a right under the Terms shall not be construed as a waiver of that right.
b. Notices: Palingo may give notices relating to the Service by an appropriate method, including within the application, on the website, by email or by another electronic means accessible to the User.
15.3. ASSIGNMENT AND FORCE MAJEURE
a. Assignment by the User: You may not assign Your account or Your rights under the Terms to another person without Palingo's consent, except where the law provides otherwise.
b. Transfer by Palingo: Palingo may transfer its rights and obligations relating to the Service in the event of a restructuring, merger or transfer of operations or assets, provided that consumers' mandatory rights are not lost.
c. Force majeure: Palingo shall not be treated as being in breach of an obligation where it is unable to perform, or is delayed in performing, because of a force majeure event as defined by law, provided that it takes such reasonable measures as are within its power to limit the effects.
15.4. ENTIRE AGREEMENT, VERSIONS AND CONTACT
a. Entire agreement: These Terms, the policies referred to in them and the specific conditions confirmed for the transaction concerned constitute the entire basis governing the use of the Service within the relevant scope.
b. Versions and effective date: Palingo may keep a history of the versions it has published in order to determine which version applied at a given time. Official effective date: 18 September 2026.
c. Contact: Any question or request relating to the Terms may be sent to [email protected].