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Refund Policy

Last updated: June 6, 2026

At Maziao, we are committed to providing the best experience for our customers. This refund policy explains in detail the strict conditions and specific procedures for requesting a refund when using our services. Please read this entire policy carefully before making a payment to avoid any misunderstandings.

1. Policy Overview

Due to the specific nature of digital services and AI technology, Maziao applies a limited and conditional refund policy. We understand that sometimes the service may not fully meet your expectations, however refund requests will be carefully and seriously reviewed.

Important note: When you make a payment and activate your account, you have agreed to these terms. Using any credits is considered acceptance of the service. We encourage you to try the free package or the lowest tier before subscribing to premium packages.

No automatic refunds: All refund requests must be officially submitted via email and will be reviewed on a case-by-case basis. There is no automatic refund policy or refunds upon unilateral request.

2. Strict Conditions for Refund Eligibility

Refund requests will ONLY be considered in the following cases and must meet ALL conditions SIMULTANEOUSLY:

Serious technical errors from Maziao

  • Platform is completely inaccessible for a continuous period of 48 hours or more
  • We cannot resolve the issue within 7 business days from when you reported it
  • You must provide proof of timely error reporting
  • Error must be from Maziao's system, not from your internet connection or device

Severely missing features

  • Service lacks CORE features that were OFFICIALLY advertised on the homepage
  • Does not apply to features in Beta or experimental stage
  • Does not apply if features are only limited or not working as you expected

Duplicate payment due to system error

  • You were charged multiple times for the SAME package at the SAME time
  • Must have proof from bank about duplicate transactions
  • Error must be from Maziao's payment system, not from you clicking payment button multiple times

EXTREMELY strict request deadline

  • Refund request MUST be submitted within 5 DAYS (120 hours) from successful payment time
  • After this deadline, all requests will NOT be considered, no exceptions
  • Unused credits must be at least 50% of total purchased credits

Other mandatory conditions

  • Account has no history of terms of service violations
  • No signs of abuse or abnormal usage
  • Cooperated with support team during request processing

3. Detailed Refund Process

To request a refund, you MUST comply EXACTLY with the following steps:

Step 1: Submit official request

  • Send email to [email protected] with EXACT subject: "REFUND REQUEST - [Order Code]"
  • Use registered account email, other emails not accepted
  • Submission time must be within 5 days from payment date

Step 2: Provide complete information and evidence
MANDATORY information:

  • Full account name and registered email
  • Exact order code (found in payment confirmation email)
  • Transaction ID from bank/PayPal
  • Credits used and remaining (provide screenshot)

Refund reason (MUST BE DETAILED):

  • Specific description of the problem encountered
  • Time when issue occurred
  • Steps you tried to resolve it
  • Screenshots or video demonstration (if available)

Step 3: Wait for review (3-7 business days)

  • Specialist team will verify all information
  • May request additional documents or evidence
  • You MUST respond within 24 hours if requested to provide more information
  • Not responding timely = request rejected

Step 4: Receive result

  • If REJECTED: You will receive notification with specific reason. Decision is FINAL, no appeals accepted.
  • If APPROVED: Money will be refunded according to Section 6 provisions (Only 70% of unused credits value)

Important notes

  • Only accept ONE refund request per order
  • Sending multiple repeated requests may be considered spam and all rejected
  • Maziao reserves the right to reject any request without further explanation

4. Processing and Refund Timeline

After refund request is OFFICIALLY approved:

Refund processing

  • Maziao will process refund transaction within 5-7 business days from approval date
  • Refund amount will be calculated based on UNUSED credits converted to money, then multiplied by 70% (see Section 6)

Time for money to reach account

  • PayPal: 5-10 business days
  • Bank transfer: 7-15 business days

Notes about timing

  • Above times are for reference only
  • Maziao is NOT responsible for delays from PayPal, banks or intermediate financial institutions
  • Time may be longer during holidays, Tet, or weekends
  • You will receive confirmation email when Maziao has completed refund processing
  • After that, you need to follow up with your PayPal/bank

5. ABSOLUTELY Non-Refundable Cases

We do NOT refund in ANY of the following cases:

Used credits

  • Used 50% or more of total credits
  • Used any credits from promotional or bonus packages
  • Downloaded or used any generated audio files

Past deadline

  • Request submitted after 5 days (120 hours) from payment date
  • No exceptions for any reason (including force majeure)

Terms violation

  • Account has been or is being locked/suspended for violating terms of use
  • Detected abuse, fraud or illegal usage
  • Using service for purposes violating law or ethics
  • Sharing account with multiple users (violates personal terms)

Subjective change of mind

  • Simply not wanting to use anymore
  • Found another service cheaper or better
  • Don't like interface, voices or features (subjective)
  • Personal expectations not met (not Maziao's fault)

Promotional and special offer packages

  • All packages with 30% or more discount are NOT refundable
  • Packages purchased during Flash Sale, Black Friday, or special events
  • Bonus or free credit packages
  • Paid trial packages

User-side errors

  • Error due to your unstable internet connection
  • Device incompatibility or insufficient configuration
  • Not reading usage instructions carefully
  • Confusion when registering service package
  • Bought wrong package or duplicate purchase due to not checking carefully

Other cases

  • Refund request for reasons not in the conditions list in Section 2
  • Not providing complete information as required
  • Not cooperating during verification process
  • Previous history of rejected refund requests
  • Account shows signs of registration only to request refunds

Maziao has full authority to reject refunds if any suspicious signs are detected.

6. 70% Credits Value Refund Policy

IMPORTANT PROVISION ON REFUND RATE

Even if your refund request is approved, Maziao ONLY refunds 70% of the value of UNUSED credits converted to money. The remaining 30% is retained to cover operating, transaction and management costs.

How to calculate refund

  1. Determine unused credits:

    • Total credits purchased: X credits
    • Credits used: Y credits
    • Remaining credits: (X - Y) credits

  2. Convert to money:

    • Value per credit = Total payment / Total credits
    • Remaining credits value = (X - Y) × Value per credit

  3. Apply 70% refund rate:

    • Refund amount = Remaining credits value × 70%
    • Remaining 30% is NOT refunded

Specific example

  • You bought 100,000 credits package for 500,000 VND
  • You used 30,000 credits
  • Remaining credits: 70,000 credits
  • Value per credit: 500,000 / 100,000 = 5 VND
  • Remaining credits value: 70,000 × 5 = 350,000 VND
  • Refund amount: 350,000 × 70% = 245,000 VND
  • Non-refunded amount: 350,000 × 30% = 105,000 VND

Reasons for applying 70% rate

  • Payment and refund transaction processing costs
  • System operation and customer support costs
  • Opportunity costs and account management
  • Payment gateway service fees (3-5%)
  • Prevent abuse of refund policy

Special cases (NO higher rate applies)

  • Even with serious errors from Maziao, MAXIMUM refund rate is still only 70%
  • No exceptions for 100% value refunds
  • Bonus credits or free credits are NOT included in refund value calculation

Notes on transaction fees

  • Bank transaction fees (if any) will be borne by recipient
  • Maziao does not compensate for fees arising from bank side
  • If refunding via bank transfer, additional transfer fees may be deducted

Decision on refund amount is FINAL and NON-NEGOTIABLE.

7. Refund Support Contact

If you have questions about refund policy or want to submit a request:

OFFICIAL contact information

  • Only email: [email protected]
  • Email subject: "REFUND REQUEST - [Order Code]" or "REFUND INQUIRY"
  • Response time: 24-72 hours (business days Mon-Fri only)
  • NOT supported via: Phone, live chat, social media

Before contacting

  1. Read this ENTIRE policy carefully
  2. Check if your case qualifies (Section 2)
  3. Prepare all documents and evidence
  4. Ensure submission within 5-day deadline

Our commitment

  • Review all requests fairly and objectively
  • Comply with published terms
  • Clear response on processing results
  • Protect customer information

Final note

  • This policy may be updated at any time
  • Version applied is version at time of your payment
  • Maziao reserves the right to reject refunds without further explanation if violations detected
  • Maziao's decision is final in all disputes related to refunds