Refund Policy

This Refund Policy applies to purchases of Pattrans Standard Words and forms part of our Terms of Service. It reflects how the Service works: you buy Standard Words in advance and consume them as you translate. Paid Plans that include a pack of Standard Words are purchases of Standard Words and are covered by the same rules. Nothing in this Policy limits your mandatory consumer-protection rights.

1. 14-day refund window

You may request a refund of a purchase within 14 days of the purchase date, for any reason and without conditions. You do not need to give a reason, and it does not matter whether you have already used some or all of the Standard Words from that purchase. The refund is returned to the original payment method, and the Standard Words from that purchase cease to be available in your account. The remaining sections of this Policy describe how charging, allowance restoration and other remedies work; none of them limits this 14-day right.

2. Standard Words and how charging works

The nature and use of Standard Words are set out in the "Payment policy" part of the General Transaction Conditions (Vietnamese), clause 1, item (c); this reference does not limit the 14-day refund right in Section 1. Standard Words are consumed only for the translation work actually delivered.

3. Work not delivered is not charged

If a translation job is cancelled, fails, or expires before completion, the Standard Words reserved for the part not successfully processed and included in a usable Output are returned automatically to your translation allowance. You are charged only for the part actually delivered. The return of reserved Standard Words under this section is a restoration of your translation allowance, not a cash refund.

4. Completed translations

Outside the 14-day window in §1, Standard Words validly consumed for a completed, usable Output are final and are not refundable. This does not limit any remedy available for a system error, incorrect calculation of Standard Words, duplicate deduction, unusable Output or other non-conformity, including any remedy required by mandatory law.

5. Unused Standard Words

Outside the 14-day window in §1, purchased Standard Words that you have not used remain available in your account for translation and cannot be exchanged for cash or returned to a payment method, except where a monetary remedy is required by mandatory law.

6. Overpayments and duplicate payments

If you pay more than the amount stated as due for a purchase, or make a duplicate payment for the same purchase, you may choose to (a) receive the excess amount as Standard Words, or (b) request a money refund of the excess or duplicate amount. Errors involving the calculation or consumption of Standard Words are remedied by correcting or restoring the affected Standard Words, unless mandatory law requires another remedy. We will review the available payment and account records to determine whether an overpayment or duplicate payment occurred; where those records reasonably establish an excess or duplicate payment, we will provide the remedy selected under this section. Any unresolved dispute remains subject to the complaint procedure in §11 and to mandatory law.

7. Refund costs

Where a money refund arises from an incorrect charge caused by Pattrans or the systems we use, Pattrans bears the reasonable costs of the refund. Where a refund arises from an overpayment or duplicate transfer you initiated and not caused by Pattrans, the actual bank or other third-party transfer fees may be deducted from the refunded amount, where permitted by law; we will disclose the amount or calculation method before processing the refund. A refund under §1 is returned in full: the deduction described in this section does not apply to it.

8. How refunds are processed and paid

For purchases made directly from Pattrans, eligible money refunds are processed manually by bank transfer. We may ask for a receiving bank account in the payer's name to help prevent fraud. The expected time to resolve a refund request is 15 business days from receipt of all necessary information (the "Procedures for receiving and handling feedback, requests and complaints" part of the General Transaction Conditions (Vietnamese)).

9. Account closure and discontinuation of the Service

Outside the 14-day window in §1, if you voluntarily close your account, unused Standard Words are not converted to cash and will cease to be usable when the contract ends under the "Service termination and refund policy" part of the General Transaction Conditions (Vietnamese), except where mandatory law requires otherwise. Account restoration during the waiting period is governed by the "Service termination and refund policy" part of the General Transaction Conditions (Vietnamese). If we close your account without your breach while the Service continues, we will restore access to your unused paid Standard Words through the same account or another account designated by you; unused Standard Words will not be refunded in money unless mandatory law requires otherwise. If we terminate your account because of a material breach that has not been remedied, unused paid Standard Words will be refunded in money under the "Service termination and refund policy" part of the General Transaction Conditions (Vietnamese); unused promotional Standard Words may be cancelled. If we voluntarily discontinue the Service, we will give reasonable advance notice and provide a reasonable period during which you may use your unused Standard Words; any monetary refund required by mandatory law will be processed in accordance with this Policy. If Pattrans becomes subject to insolvency or liquidation proceedings, claims will be handled under applicable insolvency law. Your mandatory consumer-protection rights are unaffected.

10. Seller for the transaction

Every purchase of Standard Words or a Plan is made directly with Pattrans as the seller (Payment and Standard Words Delivery (Vietnamese), Section 7); all refunds are handled by Pattrans under this Policy.

11. How to request a refund, and complaints

Refund requests and complaints are submitted and handled under the "Procedures for receiving and handling feedback, requests and complaints" part of the General Transaction Conditions (Vietnamese).

12. Your rights

Nothing in this Policy limits your mandatory rights under applicable consumer-protection law.