Shipping and Delivery Policy

Maziao provides digital services with no physical goods requiring shipping. All products delivered instantly via internet. This page explains our digital service "delivery" process per Article 33 of Decree 52/2013/ND-CP.

1. Delivery Methods (Service Provision)

Service Type: Digital Service - No Physical Goods

Delivery Methods

1. Instant Credit Delivery:

• Credits added to account immediately after successful payment
• No waiting for shipping
• Can use immediately after confirmation email
• Time: < 1 minute after payment

2. Audio Files via Download

• Files created and stored on server
• Direct download from website
• Formats supported: MP3
• Download bandwidth: Unlimited
• Download speed: Depends on customer's internet

3. API for Businesses

• Direct integration into customer systems
• Real-time generation
• Webhook notifications
• REST API or GraphQL

Not Applicable

• Postal delivery
• Logistics shipping
• Physical delivery

2. Delivery Timeline (Service Provision)

Instant Credit Delivery

• PayPal payment: 1-2 minutes
• Bank transfer: 1-2 minutes (after payment confirmation)

Audio File Creation

• Text < 500 words: 5-10 seconds
• Text 500-2000 words: 10-30 seconds
• Text > 2000 words: 30-60 seconds
• Speed may be slower during peak hours

File Storage Duration

• Audio files stored 7 days on system
• After 7 days, files automatically deleted
• Customers should download and save important files

Note

Due to digital service nature, there is NO concept of "geographic distance" affecting delivery time. All customers worldwide receive service simultaneously.

3. Geographic Limitations

Service Scope: GLOBAL

Maziao provides services to customers worldwide without specific geographic limitations.

Supported Countries/Regions

• Vietnam (priority)
• Southeast Asian countries
• Asia-Pacific
• Europe
• Americas
• And all other countries with internet access

Requirements

• Stable internet connection
• International payment capability (PayPal, international cards)
• Compliance with local AI usage laws

Minor Limitations

Some voices or features may be restricted in certain countries due to:

• Local legal requirements
• Voice copyright issues
• Technical limitations

In such cases, we will clearly notify on website.

4. Responsibility Division

As Maziao is a digital service, there are NO logistics intermediaries.

Responsibilities divided as follows:

Maziao's Responsibilities

1. System Assurance:

• Maintain 24/7 server operation
• Ensure sufficient bandwidth for downloads
• Secure customer data
• Regular data backups

2. Transaction Documents

• Provide payment confirmation email
• Transaction history in account
• E-invoice (upon request)
• Credit addition receipt

3. Issue Resolution

• Fix technical errors promptly
• Compensate credits for system errors
• Support customers with issues

Customer's Responsibilities

1. Internet Connection:

• Ensure stable internet
• Bear own internet costs
• No refunds for customer's internet issues

2. Devices

• Compatible device (computer, phone, tablet)
• Modern web browser installed
• Sufficient storage for downloads

3. Download and Storage

• Download files within 7 days
• Store important files yourself
• Cannot request Maziao re-provide files after 7 days

Disclaimer

Maziao NOT responsible for:

• Lost files due to customer not downloading in time
• Errors from customer's device or internet
• Virus-infected files from customer's device (not from Maziao)

5. Delay Handling

Possible Delay Causes

1. Payment:

• Bank transfer: 1-2 minutes
• Bank slow processing
• Payment on weekend/holiday

2. File Creation

• Text too long (> 5000 words)
• Peak hours high traffic
• Temporary technical issues

3. Download

• Customer's slow internet
• Server overload
• File too large

Customer Rights During Delays

If delayed over 24 hours:

• Right to cancel order
• 100% refund of payment
• No fees charged

If delayed 4-24 hours

• Additional 10% credits compensation
• Priority processing
• Notification when complete

Delay Notification Process

1. Proactive Notification:

• Email notification immediately upon issue detection
• Update estimated completion time
• Explain cause

2. Periodic Updates

• Email updates every 4 hours
• Status display on account page

3. Cancellation Opportunity

• "Cancel Order" button always available
• Cancel anytime before completion
• Refund within 24 hours if cancelled

Commitment

We commit to handling all delays transparently, fairly, and always prioritizing customer rights.