Refund Policy

1. Scope of application

This Policy applies to service fees paid directly by Agents to NET Agent to use Deal Hub products or services, including service packages, activation fees, deployment fees, or additional services confirmed by both parties.

2. Refund principles

Service fees are only refundable when meeting conditions set out in this Policy, specific commercial agreements between NET Agent and the Agent, or where required by applicable law. The fact that an Agent does not achieve expected Affiliate revenue, order volume, or Cashback results does not constitute grounds for a refund request.

3. Cases eligible for refund consideration

• Duplicate payment: The Agent is charged multiple times for the same payment obligation;
• Incorrect payment due to a direct error in NET Agent's system: The system records or charges fees inconsistent with the service package registered by the Agent;
• NET Agent is unable to activate or provide confirmed services due to direct causes attributable to NET Agent, with no equivalent alternative acceptable to the Agent;
• NET Agent proactively terminates prepaid services not due to fault or breach by the Agent, and both parties agree to refund the unused fee portion;
• Other cases pursuant to written agreements between NET Agent and the Agent.

4. Cases where refunds are generally not applicable

• The Agent has been activated and has used the service during the corresponding billing period;
• The Agent changes business needs, ceases Affiliate activities, or no longer requires Deal Hub;
• The Agent fails to achieve expected revenue, user volume, order quantity, or commission rates;
• E-commerce platforms or Affiliate networks modify policies, reduce/reject commissions, or restrict the Agent's Affiliate account;
• Issues arising from third-party APIs, infrastructure, or policies beyond the reasonable control of NET Agent;
• The Agent violates the Terms of Service, payment obligations, or applicable operational regulations;
• The Agent requests cancellation after NET Agent has performed setup, configuration, deployment, or custom services confirmed by both parties.

5. Refund request procedure

The Agent sends a request via email to [email protected] providing at minimum: account/entity information, transaction details, requested refund amount, rationale, and supporting documents. NET Agent may request additional information before issuing a decision.

6. Processing time

NET Agent expects to review the request within business days from receiving all required information. If approved, actual credit timing depends on banks, payment gateways, or refund methods.

7. Refund method

Unless otherwise agreed by both parties, refunds are executed via the original payment method or bank account provided by the Agent and verified by NET Agent. NET Agent may deduct valid receivables, third-party fees, or incurred expenses where such deductions have been agreed upon or appropriately notified.

8. Cancellation and renewal of service

An Agent's request to cancel or not renew only terminates service provision at the relevant cycle or effective date; it does not automatically confer a right to a refund of fees incurred for a service period that has commenced, unless this Policy or a separate agreement provides otherwise.

9. Non-applicability to End User Cashback

Cashback is a program proactively established by the Agent for End Users. Issues regarding Cashback rates, balances, withdrawal conditions, payment timelines, deductions, complaints, or clawbacks fall under the Agent's policy. NET Agent does not apply this Service Fee Refund Policy to handle Cashback disputes between Agents and End Users.

10. Policy changes

NET Agent may update this Service Fee Refund Policy to align with Deal Hub products and operating models. Updated versions will be published on the website and take effect from the notified effective date.

11. Contact

• Entity: NET AGENT CO., LTD
• Email: [email protected]
• Website: https://dealhub.netagent.vn
• Address: No. 23, Street 41, Hiep Binh Ward, Ho Chi Minh City, Vietnam