Service Fulfillment & Refund Policy

Last updated: October 6, 2026

This document governs the service fulfillment mechanisms, account activation, subscription lifecycle, grace period terms, service suspension, termination, and refund policies for services provided by PACK VISION COMPANY LIMITED ("PackVision").

Because PackVision provides a pure software-as-a-service (SaaS) and digital desktop application platform without distributing physical goods, this policy constitutes our official: "Service Fulfillment, Termination and Refund Policy (applicable to digital services)".

1. Service Nature & Digital Fulfillment

  • Nature of Service: PackVision delivers a computer vision and video management platform for e-commerce packing operations. The solution encompasses the PackVision Desktop software for local processing and the web cloud dashboard for remote administration and auditing.
  • Digital Delivery Method: The service is delivered 100% electronically via the Internet. There is no physical shipping or tangible delivery.
  • Activation Timeframe: Once payment confirmation is received via online payment gateway webhooks, subscriptions are automatically activated within 1 to 5 minutes. All provisioned station quotas, member seats, streaming bandwidth, and cloud storage become immediately active for your organization.
  • Service Access Instructions: Users download the official PackVision Desktop application installer directly from packvision.vn, install it on local warehouse computers, sign in using their organization credentials, and configure cameras to begin operations immediately.

2. Service Cycle, Grace Period & Renewals

2.1. Service Billing Cycle

  • Standard subscription packages run on a 30-day duration cycle beginning from the exact timestamp of activation.
  • Exact remaining days and expiration dates are clearly displayed in the dashboard Subscription management console.

2.2. Three-Day Grace Period

  • Upon reaching the scheduled expiration date, the system does not immediately cut off service. Instead, a 3-day grace period automatically commences.
  • During these 3 days, all operational capabilities (camera streaming, barcode scanning, packing video recording, remote playback) remain active under the quotas of the expiring plan.
  • The grace period guarantees that warehouse packing operations are not unexpectedly halted and gives administrators adequate time to execute renewals.

2.3. Renewal Timing & Continuity

  • Renewal orders can be placed after plan expiration or during the 3-day grace period.
  • Unbroken Service Continuity: When renewing during the grace period, the new subscription period begins consecutively from the expiration timestamp of the previous cycle. This ensures seamless continuity of service and guarantees customers never pay for overlapping or unused days.

3. Service Suspension & Termination

3.1. Suspension After Grace Period Expiration

  • If the 3-day grace period elapses without a successful renewal, features requiring an active subscription — such as live camera streaming, barcode trigger recording, and cloud remote playback — are temporarily suspended.
  • Data Preservation Guarantee: Plan expiration never deletes your recordings. All existing video files remain intact on your local station computer hard drives and can be reviewed locally at any time without charge.

3.2. Customer-Initiated Cancellation

  • Users may cease service at any time by simply declining to renew expiring plans.
  • To permanently delete an organization or personal account, initiate the request in Account Settings per our Data Deletion Policy (which includes a 30-day safety grace period before permanent erasure).

3.3. PackVision Termination Rights

PackVision reserves the right to terminate service access immediately if:

  • The user commits severe violations of the Terms of Service or prohibited conduct rules (e.g., unlawful surveillance of private areas, system hacking, fraud).
  • Formally mandated by regulatory or judicial authorities.

4. Refund Policy

4.1. General Principle

  • PackVision subscriptions are prepaid recurring software services where cloud infrastructure, streaming bandwidth, and cloud storage are allocated instantaneously upon order fulfillment. Free trials and promotional codes are available for evaluation before purchase. Therefore, active subscription fees are strictly non-refundable by default during the ongoing cycle.

4.2. Eligible Refund Circumstances

PackVision evaluates and grants refunds under the following explicit conditions:

  1. Duplicate Payment Transactions: If a customer is debited multiple times for the same order due to banking gateway errors, 100% of the duplicate charge will be refunded.
  2. Prolonged Platform Outage: If PackVision cloud services suffer an unscheduled critical outage exceeding 48 continuous hours that prevents users from utilizing the service and cannot be remedied by engineering staff.
  3. Mutual Written Agreement: Other exceptional operational circumstances agreed upon in writing through good-faith negotiation.

4.3. Refund Request Procedure & Disbursement

  • Request Deadline: Customers must file refund requests within 03 business days of the incident or duplicate charge.
  • Filing Method: Email support@packvision.vn including:
    • Subscription Order ID and Organization ID.
    • Bank debit receipt or transaction confirmation screenshot.
    • Detailed explanation of the refund request.
  • Verification Window: Finance teams review and issue a formal determination within 02 business days.
  • Payment Disbursement: Approved refunds are disbursed via direct bank transfer to the customer's originating account within 05 to 15 business days, subject to inter-bank clearing cycles. All transfer fees for approved refunds are covered by PackVision.

Contact Information

For inquiries regarding service provision, renewals, or refund procedures, please contact: