SERVICE PROVISION, SERVICE TERMINATION, AND REFUND POLICY

1. Nature of the Service and how it is supplied

Koki Premium is the right to use the Premium content, features, and entitlements published on the Pricing page, on the purchase screen, or in the app at the time of the transaction.

For purchases made directly on the website:

1. The buyer selects a Premium plan and creates an order
2. The buyer pays in accordance with the Payment Policy
3. Koki confirms and reconciles the payment
4. Koki sends an electronic redemption code to the email address the buyer provided
5. The buyer signs in to their Koki Flashcards account and enters the code
6. Premium is recorded against the account once the code has been redeemed successfully.

There is no physical product and no shipping activity arises.

2. Time to deliver the redemption code

For transactions with complete information that reconcile normally, Koki expects to 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.

Processing time may be longer if:

• The transfer reference does not match
• The amount does not match
• The order has expired
• The transaction requires manual verification
• The banking system or Koki's systems experience an incident
• There are signs of an unusual or fraudulent transaction
• An event beyond Koki's reasonable control occurs.

The payment process is set out in detail in the Payment Policy.

3. Resending a redemption code

If the email containing the code is lost but the code has not been redeemed, the buyer may ask Koki to resend the code details to the email address linked to the order, following reasonable verification by Koki.

Resending the email does not of itself create a new code.

If the previous code has been invalidated through a fault attributable to Koki, Koki may issue a replacement code or apply an equivalent technical measure.

4. Activating Premium

Each redemption code:

• May be used only once
• May be applied to only one Koki account
• Has a published validity period
• May not be resold or distributed without authorisation.

Unless otherwise notified for a specific plan or programme, a redemption code is valid for 1 month from the date of issue.

The buyer enters the code in the Koki Flashcards app to activate it.

Once activated successfully, the Premium entitlement is attached to the corresponding Koki account.

5. Premium term of use

The term of use of each Premium plan is published on the Pricing page, on the order confirmation screen, or in the plan information shown before the buyer pays.

Unless the specific plan provides otherwise, the Premium term begins from the moment the redemption code is successfully activated.

When the Premium term ends:

• The right to use features or content available only to Premium ends
• The Koki account is not automatically deleted
• Learning data is not automatically deleted merely because Premium has expired
• The user may continue to use the free features Koki still provides for the account, if any.

6. Compatible devices and number of devices

As at the date this Policy was updated, Koki Flashcards supports:

• iOS 13.0 or later; or
• Android 6.0 or later.

Compatibility requirements may change with the app version. The latest information is shown on the Apple App Store or Google Play.

Premium is attached to an account, not to a particular device.

As at the date this Policy was updated, Koki does not apply a fixed limit on the number of compatible devices a user may sign in to with the same account, but an account is for a single user and must not be shared among several independent users.

Koki may apply reasonable security measures to sessions or devices showing signs of abnormal activity, account sharing, automation, or fraud.

7. How to use the Service and its main features

Once Premium has been activated, the user may use the Premium entitlements of the plan purchased within the Koki Flashcards app.

Depending on the plan and the version of the Service, the entitlements may include:

• Access to Premium content
• Use of the decks or learning content covered by the plan
• Use of advanced study features
• Data storage and synchronisation
• Other Premium features published before purchase.

The detailed list of entitlements for each plan at the time of the transaction is shown on the Pricing page, the product page, or the purchase screen.

Some features require an internet connection. Some study functions can be used offline once the data has been downloaded to the device.

8. Restrictions on use

Use of Premium is subject to restrictions such as:

• A redemption code may be used only once
• Premium is attached to a single account only
• An account must not be shared among several independent users
• Koki content must not be copied, resold, or distributed without authorisation
• Some features depend on the device, the operating system, the internet, or third-party services
• Some functions may be temporarily interrupted for maintenance, upgrades, technical faults, or force majeure events
• A website code does not automatically convert into an App Store/Google Play subscription, or vice versa.

The detailed conditions and restrictions are published in the Conditions and Limitations of Service.

9. Changing plan before activation

Where a redemption code has not been used and is still valid, the buyer may contact Koki to request a change to a different Premium plan.

A plan change is considered on the basis of the status of the code and of the plan at the time of handling.

If Koki approves the change:

• If the new plan costs more, the buyer pays the difference
• If the new plan costs less, Koki refunds the difference
• Koki may invalidate the previous code and issue a new code corresponding to the replacement plan.

Once a code has been activated, Koki does not generally support plan changes through this mechanism, unless Koki operates a specific upgrade programme or the law provides otherwise.

10. Circumstances in which the Service terminates

The Premium service may terminate in the following circumstances.

11. Consequences of termination

After Premium terminates:

• The user may lose access to content or features available only to Premium
• The Koki account is not automatically deleted, unless the termination is linked to an account deletion request or Koki has another lawful basis
• Learning data is not automatically deleted merely because Premium has expired
• Some Premium data or content already downloaded may become inaccessible or restricted under the app's mechanisms
• Rights and obligations that arose before termination continue to be dealt with in accordance with the agreement and applicable law.

Where termination is due to the user's breach, Koki may take the measures necessary to prevent continued unauthorised access or to protect its systems.

12. Charges where the user terminates the Service

For Premium codes purchased directly on the website:

• Koki does not charge a separate termination fee
• There is no automatic renewal to cancel
• The user does not pay anything extra merely for requesting early termination.

However, early termination does not of itself create a right to a refund of the unused portion of the Premium term, except where the refund conditions in this Policy are met or the law provides otherwise.

13. Circumstances in which a refund is available

Koki will consider a full or appropriate partial refund in the following circumstances.

14. Circumstances in which a refund is not normally available

Unless the law provides otherwise or the cause is attributable to Koki, the following circumstances do not normally fall within the voluntary refund policy:

• The code has been activated successfully and Premium for the correct plan has been recorded against the account
• The buyer changes their mind after Premium has been activated
• The user does not use, or makes little use of, the Service during the Premium term
• The code expired because the buyer did not activate it within the published 1-month period
• The buyer disclosed the code and it has been used by someone else
• The user shares the account or breaches the Terms of Service
• The user's device does not meet the technical requirements Koki published before purchase, while Koki still provides a free version or compatibility information for the user to check
• The user loses access due to a serious breach for which they are responsible.

The list above is not to be read as excluding Koki's liability where the Service is defective, does not conform to the information published, or where the consumer is entitled to a remedy under the law.

15. Time limit for submitting a refund request

For refunds under Koki's voluntary policy, buyers should submit their request within 30 days of the date of payment.

The 30-day period does not operate to exclude:

• The right to complain or to claim compensation within the limitation period provided by law
• Cases where the law prescribes a different period
• Koki's obligations in respect of faults or breaches that the law does not permit to be excluded.

16. Procedure for requesting termination or a refund

Buyers should send their request to:

Email: [email protected]

The subject line should state one of the following:

• Koki Premium termination request; or
• Refund request.

Buyers should provide:

• The order code
• The email address used to purchase
• The Koki account concerned, if Premium has been activated
• The amount and time of the transaction
• The bank transaction code, if any
• Images or transaction records, where necessary
• A description of the reason for the request
• Any other information needed to verify the refund case.

Koki does not ask for banking passwords, PINs, OTPs, or CVV codes in order to process a refund.

17. Refund method and timing

Refunds are made by bank transfer.

Koki refunds to the same bank account from which the original payment was made wherever possible, on the basis of information that can be verified.

If, for technical or other objective reasons, a refund to the original account is not possible, Koki may ask the buyer to provide a suitable bank account and additional verification details. Koki reserves the right to refuse to transfer money to a third party's account where there is insufficient basis to verify entitlement to the funds.

Once a refund request has been approved, Koki expects to issue the refund transfer instruction within 7 business days.

That period does not include the time the bank needs to credit the recipient's account after Koki has issued the transfer instruction.

Koki does not make refunds in cash.

18. Refund costs

Koki does not charge a separate processing fee for a refund request that Koki approves.

Fees or costs applied by the recipient's bank, if any and beyond Koki's control, are dealt with under the schedule of charges of the bank concerned.

Where the refund arises from a fault attributable to Koki, Koki will take reasonable measures to ensure the buyer receives the amount refunded in accordance with the refund decision and with the law.

19. Relationship with the Payment Policy

Koki's Payment Policy sets out in detail:

• Payment by QR code
• Transaction reconciliation
• Payments with an incorrect reference
• Underpayments and overpayments
• Duplicate payments
• Transactions made after an order has expired
• Security of payment information.

Where a refund request arises from a payment error, this Policy and the Payment Policy apply together.

20. Feedback and complaints

If a user disagrees with the outcome, or has feedback relating to provision, termination, or refunds, the user may reply within the existing email thread or send an email to:

[email protected]

Receipt and resolution are carried out in accordance with the Methods for Receiving and Resolving Feedback, Requests, and Complaints published by Koki on the website.

Use of Koki's internal process does not limit the user's right to apply to a competent state authority, or to an agency or organisation whose function is to protect lawful rights and interests, in accordance with the law.

21. Relationship with the Terms of Service and other policies

This Policy should be read together with:

• The Conditions and Limitations of Service
• The Pricing Policy
• The Payment Policy
• The Privacy Policy
• The Terms of Service
• The Methods for Receiving and Resolving Feedback, Requests, and Complaints.

Where a specific plan or programme has its own conditions clearly published before purchase, those conditions apply together with this Policy.

Nothing in this Policy is to be read as excluding or limiting a consumer right that the law does not permit to be excluded or limited.

22. Changes to this Policy

Koki may update this Policy where:

• The way Premium is supplied changes
• The service plans or features change
• The payment or refund methods change
• The technical processes change
• Legal requirements change
• There is another reasonable ground relating to the Service.

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

Changes do not apply retrospectively in a way that unlawfully reduces entitlements already arising from completed transactions.

23. Service provider 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