Refund Policy
Effective
etrip24 (etrip24.net and app.etrip24.net) is operated by SENZI COMPANY LIMITED (CÔNG TY TNHH SENZI), tax code 0319526904, 44/18/9 Đường 8, Khu phố Ích Thạnh, Phường Long Phước, Thành phố Hồ Chí Minh, Vietnam (“we”, “us”). This policy covers payments for Solo and Team plans, additional accounts, and AI Credit packs. The Vietnamese version prevails if the two versions differ.
1. Try before you pay
Every workspace gets a free one-month trial with 450 AI Credits for creating proposals, with no card and no automatic charge. Please test etrip24 with a real brief during the trial before choosing a plan.
2. Cancelling renewal
- For card payments, you can cancel renewal at any time. Your plan stays active until the end of the paid term and the next term is not charged.
- For bank transfers, your plan ends at the end of the term unless you pay for the next one.
- Unused time in a paid term is not refunded pro rata, except in the cases in section 3 or where the law requires otherwise.
3. When we refund
- You were charged twice for the same transaction.
- You were charged the wrong amount, or charged for a renewal after successfully cancelling it.
- You paid but the plan or AI Credits were not activated because of a system error, and we could not fix it within 5 business days of your report.
- A prolonged outage caused by us prevented you from using core features and we could not fix it within a reasonable time. The affected period is refunded or credited accordingly.
4. What is not refunded
- Change of mind or non-use after a plan has been activated.
- AI Credits (included or purchased) that have been used, and trial AI Credits.
- Dissatisfaction with a specific AI result. AI content is a draft to review under the Terms of Service.
- Issues caused by your devices, network, or third-party services outside our control.
- Accounts suspended or terminated for breaching the Terms of Service.
5. How to request a refund
Email support@etrip24.net within 14 days of the charge. Include your account email, workspace name, transaction code or a receipt screenshot, and a description of the issue. We reply within 3 business days and decide based on the transaction history, plan status, and usage logs.
6. Refund method and timing
- Card payments: refunded to the original card through Lemon Squeezy. Funds usually arrive within 5–10 business days, depending on the card issuer.
- Bank transfers: refunded to the originating bank account within 7 business days after approval.
- When a plan is refunded, the AI Credits included with it are revoked.
7. Payment disputes
Please contact us before asking your bank to dispute or reverse a charge (chargeback). During a dispute, the workspace may be limited until the transaction is verified.