Service delivery, termination and refund policy

1. Where we work

VIETAXES serves clients across Vietnam. Filings go to the authority where your head office is registered; most of the work is done online, so clients outside Ho Chi Minh City get the full service.

2. How work is handed over

• Soft copies: emailed to your registered address or posted in the shared Zalo group, as PDFs with a digital signature where the law requires one.
• Hard copies (licences, seals, printed ledgers): collected at our office, or sent by courier.
• Service accounts (digital signature, e-invoicing): handed over with activation instructions and a record of the credentials.

3. Turnaround

Times below are business days, counted from the moment VIETAXES has a complete, valid file and the contractual deposit.

• Startup package: 3 business days.
• Basic package: 7 business days.
• Full and VIP packages: 14 business days.
• Business registration changes: 5 to 7 business days.
• Periodic tax filings: completed before the statutory deadline.
• Annual financial statements and tax finalisation: on the schedule agreed in the contract, completed before the deadline.
• Project work: stated on the quote before work starts.

4. Delays outside our control

These times exclude time spent waiting on a state authority, time spent waiting for documents from you, outages on the national portal or tax systems, and force majeure events.

When a delay arises, VIETAXES tells you within one business day of learning about it, with a plan and a new date.

5. Courier charges

Collection at our office is free. Where we send documents by courier, the charge follows the courier’s tariff and is stated on the quote beforehand.

6. Checking the handover

Please check the work handed over within five business days. After that, with no comment from you, the work is treated as accepted. Errors on our side are handled under section 9 below.

7. Terminating the service

A service contract ends in the cases below. Termination does not cancel the obligation to pay for work already performed and accepted.

• Both sides have performed and the work has been accepted.
• The Client terminates: by written notice or email, effective five business days after VIETAXES acknowledges it. For monthly or quarterly services, notice is 15 days before the end of the current period.
• VIETAXES terminates: where payment is more than 30 days late, where information or documents supplied prove untruthful, or where the work requested would breach the law. VIETAXES gives notice of five business days.
• Both sides agree in writing to end the contract early.
• A force majeure event lasting more than 30 days makes performance no longer workable.

8. What happens on termination

• VIETAXES returns all original documents, ledgers and client data within 10 business days.
• VIETAXES settles the work performed and reconciles the account with the Client.
• Fees paid for work not performed are refunded under sections 9 to 13 below.
• The confidentiality obligation survives termination.

9. Redoing work that went wrong on our side

If an authority rejects a filing, or the work handed over contains an error caused by VIETAXES, we correct and refile at no charge and cover every resulting cost, including any state fee that has to be paid again.

If the work still cannot be completed after two corrections because of our error, you may terminate and receive a full refund of the fee paid for that item.

10. Cancelling before work starts

Cancel before VIETAXES starts work and you get 100% of what you paid back, with no cancellation charge.

11. Cancelling once work is under way

• File prepared but not yet submitted: 70% of the fee for that item is refunded.
• File already submitted to an authority: the fee for items not yet started is refunded. State fees already paid and documented disbursements are not.
• Monthly or quarterly accounting: periods not yet started are refunded; the current period is charged in full.

12. When no refund is due

• The filing was rejected because of incorrect or untruthful information or documents from the Client.
• The Client did not supply the additional documents an authority asked for within the deadline.
• The work was completed and handed over within the agreed scope.
• State fees and charges already paid and evidenced by receipts.

13. How to request a refund

• Step 1: email info@vietaxes.com or call 0976 603 330 with the order code and the reason.
• Step 2: VIETAXES acknowledges within one business day and reviews the work file.
• Step 3: both sides agree the refund amount within three business days.
• Step 4: VIETAXES transfers the money within seven business days of that agreement, back to the account the payment came from.

14. Complaints

If you disagree with the outcome you may escalate to the company’s legal representative. VIETAXES responds within fifteen business days. Failing agreement, the matter goes to the competent People’s Court in Ho Chi Minh City.