DIGITAL SERVICES RETURN & REFUND POLICY

Scope of Application: All customers registering and using digital services provided by EVG.

Article 1. Purpose & General Principles

This Return & Refund Policy specifies the conditions, procedures, and financial responsibilities of EVG and the Customer in cases of processing service cancellation requests, adjusting payment values, or refunding cash/bank transfers.

Due to the specific nature of digital products (Cloud VPS, CDN, WAF, Dedicated Server, Storage, etc.) where infrastructure resources are provisioned and initialized immediately after payment, service returns or refunds will be applied according to the specific terms in this regulation to ensure the legitimate rights and interests of both parties.

Article 2. Accepted Cases for Refund

Customers will be considered for a full or partial refund of payment costs in the following cases:

• Excess/Duplicate Payments: The customer makes duplicate transfers for an order, transfers an excess amount compared to the Quote/Contract value, or the system records a payment error twice.
• Incorrect Service Provisioning: The parameters, configuration, or features do not match the agreement in the signed Contract/Quote due to a technical error from EVG, and EVG cannot fix or provide the correct service within 24 hours of receiving feedback.
• Violation of Service Level Agreement (SLA): EVG fails to ensure the service availability (SLA) as committed in the Contract or the Service Quality Commitment specified on the website, leading to prolonged interruptions not caused by force majeure. In this case, if the Customer wishes to terminate the Contract, EVG will refund part or all of the fee depending on the actual level of commitment violation.
• Money-back Guarantee: Customers newly registering for standard services (such as Cloud VPS, CDN, WAF standard packages) have the right to request service cancellation and a refund within the first 07 (seven) days from the time of handover if they are not satisfied with the quality and their usage has not exceeded 5% of the service package's resources. (The refunded amount will be deducted by setup fees or third-party license fees, if any). Each Customer can only apply this policy 01 single time for their 01 first service.

Article 3. Cases NOT Eligible for Refund

EVG reserves the right to refuse a refund request in the following cases:

• The customer actively requests to stop using or unilaterally terminates the Contract before its expiration without any fault from EVG.
• The Customer's Account or Service is temporarily locked/terminated due to violations of EVG's Terms of Service or laws (including but not limited to: cyber attacks, spreading malware, copyright infringement, storing/transmitting prohibited content).
• Non-refundable costs according to the regulations of third-party providers that have been allocated, including: Domain Registration Fees, Software License Fees (c-Panel, DirectAdmin, Windows License, etc.), Digital Certificate Fees (SSL), Transaction fees, payment gateway fees collected by Banks or payment intermediaries, etc.
• For all refund cases (including duplicate/excess payments or Money-back), the refunded amount will be deducted by payment transaction fees collected by the Bank/Payment Gateway (if any) and the actual service setup fee.
• Special digital service packages designed exclusively, configured upon request, or services included in massive promotion programs (unless EVG commits a serious SLA violation).
• The customer submits a refund request exceeding the permitted time limit (beyond 07 days for the Money-back policy or beyond the time limit specified in the Contract).

Article 4. Refund Procedure and Timeframe

Customers who wish to submit a refund request must follow these steps:

Step 1: Submit Request

Customers submit an official refund request via our support channels:

• Portal: Submit a ticket directly on the Customer Management Portal under Customer Care / Accounting section.
• Support Email: [Accounting/Support Email]
• Request contents include: Full Name/Company Name, Order ID/Contract ID, Reason for refund, Bank account information to receive the refund.

Step 2: Verification & Appraisal

Within 05 – 07 working days upon receiving the request, EVG will check and reconcile system data, verify refund conditions, and notify the approval/rejection result to the Customer's email.

In case EVG has issued an Electronic Invoice for the canceled service, the Customer is obligated to cooperate in signing the Electronic Invoice Cancellation/Adjustment Minute in accordance with Tax laws before EVG executes the refund payment.

Step 3: Execute Payment within 15 days after successful verification

If the request is valid, EVG will proceed with the refund procedure via Bank Transfer (to the account used for payment or a legitimate account under the Customer's name). In case the Customer is an Organization/Enterprise, EVG will only refund to the Bank Account under the name of that Organization/Enterprise. EVG does not refund to representative personal accounts unless there is a legal authorization document as prescribed.

Summary of Refund Processing Time:

Article 5. Anti-Abuse and Profiteering

To ensure system stability, protect infrastructure resources, and prevent profiteering behaviors, EVG applies an anti-abuse regulation for all refund/return requests as follows:

1. Limit on Frequency and Quantity (Applicable Subjects):

The Money-back guarantee policy is only applied 01 (single) time exclusively for the 01 (first) new service of each Customer (calculated by Enterprise Tax ID, Citizen ID/Personal Identification Number, Registration Email, Phone number, or Payment Information).

The refund policy does not apply to accounts identified as duplicates (Duplicate Accounts) or related to the same entity that previously requested a refund.

2. Fair Usage Limit:

EVG reserves the right to REFUSE a refund request if, during the trial/usage period (including the first 07-day timeframe), the Customer's service violates one of the following resource usage thresholds:

• Data Transfer/Bandwidth: Has consumed more than 5% (five percent) of the total allocated data transfer of the service package or used more than 50MB of service storage, whichever comes first.
• Hardware Uptime: Usage exceeds 10% of the total duration of the billing cycle.
• Extended Resources: Has initialized or used accompanying resources that cannot be revoked (Static IP/IPv4, Additional storage with large written data).

3. Automatic Loss of Refund Right due to Abuse / Violation:

Customers completely lose the right to request a refund and EVG has the right to unilaterally terminate the service immediately (without refund) if one of the following behaviors occurs:

• Using EVG's infrastructure to perform acts prohibited by Law and EVG's Terms of Service: Cyber attacks (DDoS, Botnet), port scanning, spreading malware/viruses, sending spam emails, crypto mining, storing/transmitting copyrighted, depraved content, or violating cybersecurity.
• Intentionally registering for short-term services to conduct data scraping/crawling campaigns, heavy load testing (Stress test), or temporarily using infrastructure and then requesting cancellation for free profiteering purposes.
• Using fake information, non-owner payment information, or showing signs of financial fraud when registering for the service.

4. EVG's Appraisal Right:

EVG owns the System Logs and has the full right to rely on the technical reconciliation data on the system to determine abusive behaviors. EVG's inspection decision and conclusion are final.

Article 6. Policy Amendment & Contact Information

EVG reserves the right to change or supplement this Return & Refund Policy at any time to comply with legal regulations and business policies. Any changes will be publicly posted on EVG's official website.