PAYMENT POLICY

Last updated: August 18, 2026

This Payment Policy (the “Policy”) sets out the payment method, the transaction confirmation and payment handling process, and the refund method that apply when users purchase Koki Premium or other products and services sold directly on the koki.vn website.

This Policy applies to purchases made directly on the koki.vn website.

1. Payment method

At present, the koki.vn website accepts one payment method:

Bank transfer by scanning the QR code shown on the order's payment page.

Koki does not accept cash and does not ask buyers to enter bank card details on the website.

The exact receiving account details are displayed directly on each order's payment page and are embedded in the payment QR code.

Buyers should only make transfers using the details shown on the official koki.vn payment page.

1.1. Payment confirmation service provider

Koki uses SePay (website: https://sepay.vn) to automatically record and reconcile bank transfers received in Koki's bank account.

SePay's role in the payment process:

  • Monitoring balance changes on the bank account registered by Koki
  • Notifying Koki's system when funds arrive, together with the amount and the transfer reference
  • This allows orders to be confirmed automatically and redemption codes to be sent immediately, instead of waiting for manual reconciliation.

Please note, for the QR bank transfer method described in Section 1:

  • Buyers' funds are transferred directly into a bank account held in Koki's name; they do not pass through any SePay intermediary account
  • SePay does not collect or hold funds on Koki's behalf, and does not process buyers' bank card details
  • Buyers do not need to create a SePay account or install any SePay application
  • The transfer is carried out entirely within the buyer's own banking application, subject to that bank's rules.

If Koki adds another payment method, the role of the intermediary for that method will be published in this Section before the method is enabled.

If SePay experiences an incident, automatic confirmation may be delayed. The order remains valid and Koki reconciles it manually within the deadlines set out in Section 6.

2. Paying by QR code

After the buyer creates an order, the website displays the payment QR code corresponding to that order.

The QR code may already contain the information needed to complete the transaction, including:

  • The receiving account
  • The name of the receiving entity
  • The amount payable
  • The transfer reference or the order code
  • Other necessary reference information.

The buyer scans the QR code using a banking application that supports QR payments in order to make the transfer.

Before confirming the transaction in the banking application, the buyer should check:

  • The recipient's name
  • The amount
  • The transfer reference
  • Any other information displayed in the banking application.

Buyers should not change the amount or the transfer reference generated from the QR code, unless instructed to do so by Koki.

Buyers should not proceed with payment if the recipient's name or the transaction details shown in the banking application differ from the information shown on the official koki.vn payment page.

3. Order code and transfer reference

Each order is assigned its own order code by the system.

The order code is the primary reference Koki uses to identify a transaction and reconcile it against the corresponding order.

When the buyer pays using the QR code provided by Koki, the transfer reference may be filled in automatically.

Buyers should leave the pre-filled transfer reference unchanged.

If the buyer changes the transfer reference or enters it incorrectly, the system may be unable to identify the order automatically and payment confirmation may be delayed.

In that case, the buyer may contact:

Email: [email protected]

and provide the information Koki needs to verify the transaction.

4. Payment deadline

Buyers must complete payment within the order's validity period.

Under Koki's Pricing Policy in force, an unpaid order is normally valid for 7 days from the time the order is created, unless a different period is stated on the order.

After that period, the order may expire and the buyer will need to create a new order at the price applicable at that time.

If Koki receives payment after the order has expired, the transaction may not be confirmed or activated automatically.

In that case, Koki will verify the transaction and may:

  • Advise the buyer to create a new order
  • Adjust the transaction where appropriate
  • Set the amount already paid against a new order where appropriate
  • Issue a refund
  • Apply another method of resolution consistent with the law and the actual circumstances of the transaction.

5. Payment process and delivery of the redemption code

The standard process consists of the following steps:

Step 1 – Create the order

The buyer selects a Koki Premium plan on the website, provides the required information, and creates the order.

The website then displays:

  • The order code
  • The service plan
  • The amount payable
  • The payment QR code
  • Other necessary information.

Step 2 – Scan the QR code and transfer

The buyer uses a banking application to scan the QR code shown on the payment page.

The buyer checks the transaction details and confirms the transfer in the banking application.

Step 3 – Koki receives and reconciles the transaction

Once the funds are credited to Koki's receiving account, Koki reconciles the transaction against the order.

Koki may use information such as:

  • The order code
  • The amount
  • The transaction time
  • The transfer reference
  • The name of the payer, where displayed by the bank
  • The transaction code or other reference information.

Step 4 – Payment confirmation

Once the transaction has been reconciled successfully, the order status is updated to paid or an equivalent status.

Step 5 – Delivery of the redemption code

Koki sends the redemption code, or the information needed to use Koki Premium, to the email address the buyer provided when creating the order.

The buyer uses the redemption code in accordance with Koki's instructions to activate their Premium entitlement.

6. Processing time and delivery of the redemption code

For transactions that contain complete information and can be reconciled normally, Koki expects to process the payment and send the redemption code within 2 business hours from the time the funds are credited to Koki's account.

Transactions made outside business hours, at weekends, or on public holidays may be processed on the next business day.

Actual processing time may be longer in cases such as:

  • The transfer reference does not match
  • The amount does not match
  • The order has expired
  • The transaction requires manual verification
  • The banking system or the reconciliation system is disrupted
  • There are signs of an unusual transaction or further checks are required.

If the buyer has not received the email containing the redemption code after the expected processing time, the buyer should:

  1. Check the inbox
  2. Check the spam or promotions folder
  3. Re-check the email address used when ordering
  4. Contact Koki at [email protected] if the code has still not arrived.

7. Checking order status

Each order may be provided with its own lookup link or lookup method after it is created.

Buyers can use this lookup information to check statuses such as:

  • Awaiting payment
  • Payment recorded
  • Being processed
  • Redemption code delivered
  • Expired
  • Other statuses, where applicable.

The information shown on the lookup page reflects only the status recorded by the system at the time of access.

If the buyer has made the transfer but the status has not been updated after the expected processing time, the buyer may contact Koki to have it checked.

8. Payments that do not match the order

8.1. Incorrect transfer reference

If the buyer changes or incorrectly enters the transfer reference such that Koki cannot identify the order automatically, payment confirmation may be delayed.

The buyer should contact [email protected] and provide the transaction information Koki needs to verify the payment.

8.2. Underpayment

If the amount Koki receives is lower than the amount payable for the order, the order may not be confirmed as paid.

Koki may:

  • Advise the buyer to pay the outstanding balance
  • Ask for a new transaction to be made
  • Return the amount already received
  • Apply another method of resolution appropriate to the individual case.

8.3. Overpayment

If the buyer transfers an amount higher than the amount payable, Koki will verify the difference.

Depending on the case, Koki may:

  • Refund the overpaid amount
  • Set it against another transaction if the buyer agrees and the handling is consistent with the law
  • Apply another method of resolution as lawfully agreed with the buyer.

8.4. Duplicate payment

If the same order is paid more than once unintentionally, the buyer may submit a request to:

Email: [email protected]

Koki will verify the transactions and refund the duplicate payment where there are sufficient grounds to establish that payment was made more than once unintentionally.

8.5. Transfers made to Koki's account by mistake

If a user transfers money to Koki's account but there is no matching order, or the transfer was made by mistake, the user should contact Koki and provide the necessary evidence of the transaction.

Koki will review and handle the matter on the basis of information that can be verified.

9. Refund method

Where a buyer is eligible for a refund under Koki's Service Termination and Refund Policy or under the law, the refunded amount is paid by bank transfer.

Koki may ask the buyer to provide the information needed to process the refund, such as:

  • The account holder's name
  • The account number
  • The bank
  • Information verifying the transaction or the order
  • Other reasonable information necessary to carry out the refund.

Koki does not ask buyers to provide:

  • Banking passwords
  • PINs
  • OTPs
  • CVV codes
  • Similar banking authentication details.

Refund eligibility, refund scope, the handling procedure, and the expected refund timeframe are set out in Koki's Service Termination and Refund Policy.

The time Koki takes to process a refund does not include the time the bank needs to credit the refunded amount to the recipient's account after Koki has issued the transfer instruction.

10. Bank fees

Koki does not charge a separate fee for using the QR code to make a transfer.

However, the buyer's bank or payment service provider may charge:

  • Transfer fees
  • Transaction fees
  • Service usage fees
  • Other fees under the bank's schedule of charges.

Such fees are not charged by Koki and do not form part of the sale price of Koki Premium.

11. Security of payment information

Confirming and executing the transfer takes place within the banking application or service used by the buyer.

The koki.vn website does not ask buyers to enter or provide:

  • Full payment card numbers
  • Banking passwords
  • PINs
  • OTPs
  • CVV codes
  • Similar banking authentication details.

In order to confirm and reconcile payments, Koki may receive and process transaction-related information provided by the bank or the reconciliation system, such as:

  • The name of the payer, where displayed
  • The amount
  • The transaction time
  • The transfer reference
  • The transaction code
  • Other necessary reference information.

Koki also processes order-related information such as:

  • Email address
  • Full name, where provided
  • Phone number, where provided
  • The service plan selected
  • The order code
  • The amount
  • The order status
  • Information needed to deliver the redemption code.

The collection, use, storage, and protection of this information is carried out in accordance with Koki's Privacy Policy.

12. Buyer responsibilities

To reduce errors during payment, buyers are responsible for:

  • Checking the order details before paying
  • Scanning the correct QR code shown on the official koki.vn payment page
  • Checking the recipient's name before confirming the transfer
  • Paying the correct amount
  • Not altering the transfer reference where the QR code has already filled it in
  • Providing an accurate email address to receive the redemption code
  • Keeping transaction records for reconciliation purposes where necessary
  • Notifying Koki if an error in a transaction is discovered.

Koki does not ask buyers to send banking security details in order to prove a transaction.

13. Feedback, requests, or complaints about payments

If a buyer has feedback, a request, or a complaint relating to:

  • Payment status
  • A transaction that has not been reconciled
  • An incorrect transfer reference
  • An underpayment or overpayment
  • A duplicate payment
  • A refund
  • A redemption code not delivered after payment
  • Other payment-related matters,

the buyer may contact:

Email: [email protected]

To help Koki check more quickly, buyers should provide:

  • The email address used to create the order
  • The order code
  • The transaction amount
  • The transaction time
  • The transaction code, if any
  • Screenshots or transaction records, where necessary.

Feedback, requests, and complaints are received and handled in accordance with the Methods for Receiving and Resolving Feedback, Requests, and Complaints published by Koki on the koki.vn website.

14. Changes to this Payment Policy

Koki may update this Policy where:

  • The payment method changes
  • The reconciliation process changes
  • The technical systems change
  • Legal requirements change
  • There is another reasonable ground relating to payment operations.

The latest version will be published on the koki.vn website and will state the date of the update.

15. Seller details

KOKI SOFTWARE COMPANY LIMITED

Address: No. 6, Alley 35, Ngo Thi Sy Street, Ha Dong Ward, Hanoi City, Vietnam

Tax ID: 0111043866

Email: [email protected]

Website: https://koki.vn

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