Payment & Refund Policy

1. Scope

This document is effective as of 11 October 2026.

This Policy applies to fees a Customer business pays CMC Media Joint Stock Company for the use of Yofatik CRM. It forms part of the Terms of Service. Where a signed contract or quote says otherwise, the contract or quote prevails.

2. Definitions

• Subscription fee: the fee for using the Service under a Plan for one billing cycle.
• Onboarding fee: a one-off fee for setup, configuration, data migration or training (if any).
• Billing cycle: the period covered by one subscription payment (monthly, quarterly, annually, etc.).
• Third-party costs: amounts the Customer pays directly to other platforms (Meta/TikTok ad spend, Nhanh.vn or Viettel Post shipping fees, etc.) — outside the scope of this Policy.

3. Pricing

Prices are quoted based on the number of Users, connected channels and onboarding needs, and are confirmed by a quote or contract. Unless stated otherwise, prices exclude value-added tax (VAT). Confirmed prices remain fixed for the paid billing cycle.

Reference plans are described on the Pricing page.

4. Payment methods

• Bank transfer to the account held in the name of CMC Media Joint Stock Company as stated in the contract, quote or payment request.
• Please include your business name and the contract or payment request number in the transfer description so we can reconcile it.
• We never ask for payment into a personal account. If you receive such a request, verify it with us before transferring.
• Transfer fees, if any, are borne by the sender unless otherwise agreed.

5. Invoices

We issue electronic VAT invoices in accordance with Vietnamese invoicing regulations and send them to the Customer's registered email. The Customer must provide its correct legal name, tax code and billing address; corrections are handled under the rules for adjusting or replacing e-invoices.

6. Billing cycle and renewal

• Subscription fees are paid in advance for each billing cycle under the contract.
• Before a cycle ends, we send a payment request for the next cycle. The Service is renewed once payment is received.
• Any price change for a new cycle is announced at least 30 days in advance.
• Upgrades mid-cycle are charged pro rata for the remaining time. Downgrades take effect from the next cycle.

7. Late payment

If a payment is overdue, we send a reminder. If it remains unpaid after the period stated in the reminder (7 days by default), the Service may be partly or fully suspended. Data is not deleted during suspension, and the Service is restored once payment is received.

8. Cancellation

• The Customer may give written or email notice of non-renewal before the end of the current cycle. The Service continues until the end of the paid cycle.
• Before the Service ends, the Customer should export any data it needs using the in-app Excel export. The data retention period after termination is set out in the Terms of Service.
• Cancellation does not entitle the Customer to a refund for the current cycle, except in the cases in section 9.

9. Refund conditions

Third-party costs (ad spend, shipping fees, etc.) are not collected by us and are therefore outside the scope of refunds; please contact the relevant platform directly.

10. How to request a refund and processing times

1. Email support@cmcmedia.com.vn or call 097 102 1266 with your business name, contract number, the payment concerned and the reason.
2. Attach the transfer receipt and the bank account to receive the refund (in the name of the business that paid).
3. We acknowledge the request within 2 business days and respond with our decision within 7 business days.
4. Approved refunds are transferred within 15 business days of agreement, with an adjusted invoice where required.

11. Contact information

Questions, requests or complaints about this document may be sent to:

You can also reach us through the Contact page.