Payment & Refund Policy

Welcome to Welcome English. This policy defines the payment methods, transaction processing procedures, and refund conditions applicable to all our courses and services.

1. Accepted Payment Methods

Welcome English does not directly store or process your credit/debit card information. All transactions are processed through trusted and legally licensed payment gateway intermediaries.

We accept the following payment methods:

• Bank Transfer: Through automatic QR Code systems (e.g., SePay) or manual transfer to officially listed business accounts.
• International Cards: Visa, MasterCard, JCB (processed via PayPal or Stripe).
• Local Payment Gateways: VNPay, MoMo (if integrated).
• International E-wallets: PayPal.

Important Notes:

• Tuition fees are listed in Vietnamese Dong (VND) or US Dollars (USD) depending on the access region.
• Customers are responsible for any currency conversion fees or transaction fees charged by their bank (if applicable).

2. Transaction Security

• Security: We do NOT store any information about your card number, CVV code, or bank password. This data is encrypted and processed directly by the PCI-DSS compliant security system of our payment partners (such as Banks, VNPay, PayPal).
• Responsibility: Welcome English is responsible for recording orders after the system reports "Transaction successful". We are not liable for transmission errors, bank processing errors, or card rejection due to insufficient credit limit/expiration.

3. Refund Policy

3.1. Payment Errors

In case of technical errors or payment mistakes, we will support refunds or adjustments in the following cases:

• Customer overpays the specified amount.
• System charges twice for one order (Duplicate transaction).
• Mistaken transfer to Welcome English account (requires bank verification).

Processing Procedure: Customers need to contact the Accounting Department immediately via email: [email protected] or Hotline: +84 372 935 294.

• Required Documents: Transaction screenshot, Transaction ID, and refund recipient account information.

3.2. Live Classes

Refund policy is based on when you submit the course cancellation request:

• Before course start date: 100% refund (minus 10% administrative fee and payment gateway fees if applicable).
• During the first week: 80% refund of actual tuition paid.
• After the first week: No refund under any circumstances.

3.3. Self-Paced Courses & Digital Products

Due to the nature of instantly accessible digital content:

• Policy: Self-Paced courses, Materials (Ebooks), and Addon packages are NOT eligible for refunds after the account has been activated or materials have been sent.
• We encourage students to carefully review the preview content (Demo) before making a purchase decision.

4. Refund Process and Timeline

1. Submit Request: Students submit a "Refund Request Form" (according to template or via email) to the support department.
2. Review: Welcome English will review and respond within 3 business days.
3. Process Refund:
   • If the request is valid, funds will be returned to the customer's original payment method.
   • The time for funds to reach the account depends on the bank/payment gateway process, typically 7 to 14 business days (for international cards, it may take up to 30 days).

5. Third-Party Liability Disclaimer

Welcome English is not liable and has no obligation to compensate in the following cases:

• Customer transfers to a fraudulent account that is not an official Welcome English channel.
• Delays in refunds caused by Bank or payment gateway (VNPay, PayPal...) processing procedures.
• Customer's account is locked or limited by the issuing bank.

6. Contact

If you have questions about the payment and refund policy, please contact: