Refund Policy

At H2T Media Group, we are committed to ensuring customer satisfaction when using our services, including creative advertising, digital advertising, social media marketing, and related services. This Refund Policy explains the process and conditions under which you can request a refund if you are not satisfied with our services.
We understand that each advertising campaign can yield different results and sometimes may not meet the customer’s expectations. Therefore, we want to ensure that you can request a refund if the service does not meet the required standards, according to the conditions below.

You may request a refund under the following circumstances:

Service Not Delivered as Requested: If we do not execute the advertising campaign according to the initial agreement between both parties, you have the right to request a refund.
Technical Issues: If there is a major technical issue that prevents the service from being performed (e.g., ads cannot be published, or reports cannot be downloaded), you may request a refund.
Not Achieving Expected Results: If the advertising campaign does not meet the agreed-upon metrics, such as conversion rates, click-through rates, or reach, you may request a partial refund for the service fees.

To request a refund, please follow these steps:

Step 1: Contact Us: Send an email to our customer support team at [email protected] or call us at +84-933-94-8888. In your email, please provide detailed information regarding the reason for the refund request and any relevant campaign details (campaign ID, start date, performance metrics, etc.).
Step 2: Review the Request: After receiving your request, we will review and evaluate the status of your advertising campaign. We will thoroughly consider factors such as campaign performance, technical issues, or unmet requirements.
Step 3: Refund Decision: After review, we will notify you of the refund decision within 7 business days. If your request is accepted, we will proceed with the refund using the payment method you used.
Step 4: Refund Processing: The refund will be processed within 10-14 business days after the request is approved, depending on the payment method you selected when paying for the service.

In some cases, if the advertising campaign has already started and part of the service has been performed, we may provide a partial refund based on the impact of the issue. For example, if the campaign has been deployed but did not meet the agreed performance metrics, we will negotiate a reasonable partial refund based on the value of the executed campaign.

We cannot offer a refund in the following cases:

Service Completed as Requested: If the service has been fully performed and meets the initial requirements, we cannot issue a refund.
Requesting a Refund After Using the Service: If you have used the advertising or marketing services and the campaign has already been deployed (e.g., ads have been aired, reports have been delivered), you cannot request a refund.
No Immediate Results: Advertising campaigns may take time to achieve results. If the campaign does not immediately achieve results but is still being optimized, refund requests will not be accepted.

If your refund request is approved, we will issue the refund using the original payment method you used (credit card, bank transfer, PayPal, etc.). The refund method may vary depending on the agreement and the status of the service.

We are committed to responding and assisting you as quickly as possible.

If you have any questions about this Refund Policy or wish to exercise your rights related to your personal information, please contact us at:
Email: [email protected]
Address: 37 Hoang Hoa Tham Street, Hiep Thanh 3 Residential Area, Hiep Thanh Ward, Thu Dau Mot City, Binh Duong Province, Vietnam