Clear rules on how you top up credits, when credits are charged and how we handle a payment problem.
About this translation
This English version is provided for convenience only. If it differs from the Vietnamese version, the Vietnamese version prevails.
1. Payment methods
Top up credits by VietQR / bank transfer on the Wallet page after signing in.
Payment by international card is not supported yet.
Data analysis services (running analyses, writing reports) are paid under a separate agreement when you contact us.
2. Credit conversion
1,000 VND = 1 credit. A custom top-up amount is at least 10,000 VND, in multiples of 1,000 VND.
Top-up packs from 100,000 VND include bonus credits as listed on the Pricing page.
Bonus credits (email verification, gift codes, referrals, tasks) work like regular credits but cannot be exchanged for money.
3. How to top up
Choose a pack or enter an amount; the system creates an order with its own order code and a QR code.
Transfer the exact amount and keep the order code as the transfer description.
The system reconciles the transaction and adds the credits automatically, usually within a few minutes. Make the transfer within the time shown on screen; if the time runs out, create a new order.
4. When credits are charged
Before a form-filling job runs, the system holds the most credits it could use.
When the job finishes or is stopped, only successful submissions are charged; the rest of the hold returns to your balance.
Simulated dataset downloads and encoded file exports are charged only when the file is created successfully.
5. Credit refunds and money refunds
System errors: failed submissions are not charged. If you believe credits were charged incorrectly, contact us with the job ID so that we can check and refund the credits.
Wrong transfer description or short payment: the system may not be able to add the credits automatically. Send a photo of the receipt to support so that we can reconcile it and add the credits manually.
Topped-up credits cannot be converted back into cash, except when you transferred the money successfully but we are unable to add the corresponding credits — in that case, the money is refunded to the bank account it was sent from.
Need help with a transaction?
When you ask for help with a transaction, include your account email, the order code (starting with TLD), the amount, the time of the transfer and a photo of the receipt so that we can handle it as quickly as possible.
6. Contact
Please send any payment or refund request through the chat on the website, Zalo or Facebook via the Contact page. We reply during business hours (Vietnam time).