SERVICES, RETURN & REFUND POLICY

Last Updated: August 11, 2026

I. SERVICE PROVISION POLICY

1. Direct Platform Services

a) Service Duration, Compatible Devices, and Allowed Concurrent Devices

Service Duration:
Depending on each service package, the duration of use may include:

• Trial package (if any);
• Monthly package;
• Quarterly package;
• Yearly package;
• Or other duration announced at the time of service registration.
  The duration of use is calculated from the time SalonEase confirms successful payment or activates the service, unless otherwise specified for specific service packages.

Compatible Electronic Devices:
SalonEase services are provided online and can be used on Internet-connected devices, including:

• Desktop computers (Desktop);
• Laptop computers (Laptop);
• Tablets (Tablet);
• Smartphones (Smartphone).
  The website supports popular browsers such as Google Chrome, Microsoft Edge, Safari, Firefox, and other modern browsers.

Number of Allowed Concurrent Devices:
Unless otherwise specified by a service package, each user account is permitted to log in and use services simultaneously on up to 02 devices.
SalonEase reserves the right to limit or require re-login when detecting that the number of devices exceeds the limit or there are signs of unauthorized account sharing.

b) Specific Description of Service Usage and Key Features

How to Use Services:
To use services on SalonEase, users perform the following steps:

1. Access website https://salonease.vn;
2. Register an account or log in (if an account already exists);
3. Select the service package or function needed;
4. Perform online payment (if the service is fee-based);
5. System activates the service and the user can start using it immediately on the platform.

Key Features:
Depending on each service package, SalonEase may provide one or more of the following features:

• Appointment management;
• Customer management;
• Service and price list management;
• Staff management;
• Revenue tracking and reporting;
• Notifications and appointment reminders;
• Online support;
• Other salon operation and administration features announced on the website.

Specific features of each service package will be displayed on the service introduction page at the time of registration.

c) Notice of Usage Restrictions

During service usage, users should take note of the following limitations (if any):

• Services require a stable Internet connection;
• Certain features are only available for paid service packages;
• Certain features may only function on browsers or devices meeting minimum technical requirements;
• Accounts must not be shared, rented, or transferred without authorization;
• System may be temporarily interrupted for maintenance, upgrades, or technical troubleshooting;
• Services may be restricted under legal regulations or per notices from SalonEase.

2. Advance Booking, Later Usage Services (If Applicable)

For services booked online but utilized at another time or location (e.g., consulting, training, direct support, or deployment services), the following conditions apply.

a) Conditions and Forms of Service Usage at Location

Users need to:

• Book an appointment in advance via website or SalonEase support channels;
• Provide full contact details;
• Arrive on time as confirmed;
• Comply with instructions from SalonEase or the service provider.

Services may be provided:

• Online (video call, online meeting, remote desktop);
• At customer's location;
• Or at a location announced by SalonEase.

b) Service Validity Period; Rescheduling, Cancellation Conditions, and Arising Fees (If Any)

• Validity Period: Clearly stated in information for each service or booking confirmation.
• Rescheduling: Customers can request rescheduling before service time according to specific service regulations.
• Cancellation: Customers can cancel services under the Service Termination and Refund Policy of SalonEase.
• Arising Fees: Some services may incur fees in cases:
  • Multiple rescheduling requests;
  • Requests for deployment beyond standard support scope;
  • After-hours execution requests;
  • Other fees are notified before customer confirms service usage.

II. SERVICE TERMINATION AND REFUND POLICY

1. Cases of Service Termination and Handling Procedures

Services may be terminated in the following cases:

• a) At user's request: Users have the right to request service termination when no longer in need.
• b) Service period expiration: Services automatically terminate when the subscription package expires without user renewal or payment.
• c) Terms of use violations: SalonEase reserves the right to suspend or terminate services if users:
  • Provide fake information;
  • Use services illegally;
  • Hack, disrupt, or impair the system;
  • Share accounts without permission;
  • Or violate SalonEase terms of use.
• d) Force majeure events: Services may terminate or pause upon force majeure events under applicable law.

Handling Consequences of Service Termination:
After service termination:

• Access rights to paid features will cease;
• User data is retained for the duration specified under the Privacy Policy or legal regulations;
• Financial obligations arising prior to termination remain valid until fulfilled.

2. Effective Date of Agreement Termination and Fee Payment

a) Termination Effective Date

In cases where the user is the terminating party, the contract or service agreement ceases effect from the moment SalonEase receives valid termination notice from the user, unless otherwise agreed by both parties.
If SalonEase does not announce another time, the moment the user sends termination notice is considered the effective date of agreement termination.

b) Service Fee Payment

Users are responsible for fully paying fees incurred before service termination.
For prepaid service packages, refunds (if any) will be processed per Section 4 of this Policy.

3. Procedure and Response Timeline for User Service Termination

a) Submission Method

Users can submit service termination requests via:

• Support Email: support@salonease.vn
• Hotline: 028 3547 1411

b) Handling Workflow

1. User submits service termination request.
2. SalonEase verifies account details and related services.
3. SalonEase responds confirming receipt of request.
4. Executes service termination and handles remaining financial obligations.
5. Notifies final processing results to the user.

c) Response Timeline

• Initial Response: Within 24 business hours from receiving valid request.
• Completion of Termination Processing: Within 03–07 business days, depending on service type.

4. Refund Methods Upon Service Termination

a) Refund Conditions

Users may receive refunds in cases:

• Service has not been activated;
• Service cannot be provided due to SalonEase error;
• SalonEase terminates service prior to expiration through no fault of the user;
• Or other cases announced in specific service policies.

b) Refund Amount

Depending on each case, SalonEase may:

• Refund 100% of paid amount;
• Issue partial refund based on unused duration or value;
• Or issue no refund if the user has used the service and does not fall under eligible refund cases.

c) Refund Methods

Refund payments (if any) will be executed via:

• Bank transfer;
• Refund to initial payment method (if feasible);
• Or other methods agreed upon between SalonEase and the user.

d) Refund Processing Duration

SalonEase executes refunds within 05–15 business days starting from confirmation of valid refund request and completion of payment reconciliation, depending on payment method and customer's bank.