Haohin

Refund Policy

Last updated: 01/11/2026

This refund policy sets out the conditions, deadlines, methods and procedures for handling refund requests for paid learning packages on the Haohin online Xiangqi (Chinese chess) learning platform.

Haohin provides content and services in electronic form. Due to the nature of digital products, access to learning content may be provided immediately after payment is confirmed. Therefore, refunds are applied according to the conditions below and mandatory legal regulations.

1. Refund conditions

Users may request a refund in any of the following cases:

  • The user was charged twice for the same transaction due to a system error.
  • Haohin received payment but the learning package was not activated and Haohin cannot resolve it within a reasonable time after being notified.
  • A serious technical error on Haohin's system prevents the user from using the main part of the purchased service and Haohin cannot resolve it within a reasonable time.
  • The service package provided differs significantly from the content published by Haohin at the time the user made the transaction.
  • The transaction falls under a case where a refund is required by law.

Haohin has the right to verify the account, transaction, usage history and technical status before deciding on a refund request.

2. Refund request deadline

For cases within the scope of this Policy, users should submit a refund request within 07 days from the date the transaction occurred or the relevant issue was discovered.

Submitting a request within the above period does not mean the request is automatically approved. Haohin will check the refund conditions and the actual status of the transaction.

Where the law provides for a different deadline or refund right that is more favorable to consumers, the mandatory legal provisions shall apply.

3. Cases eligible for refund

After verification, Haohin may refund all or part of the payment in the following cases:

  • Duplicate payment.
  • Payment succeeded but the service was not provided.
  • A serious error on Haohin's side makes the service unusable and unresolvable.
  • Haohin terminates the provision of a paid service package without providing a suitable alternative.
  • The actual content or access differs significantly from the information published at the time of the transaction.
  • Other cases where Haohin determines that a refund is appropriate.
  • Cases where the law requires a refund.

If only part of the service is affected, Haohin may apply remedial measures, extend access or refund the value of the affected portion of the service where appropriate and permitted by law.

4. Cases not eligible for refund

Unless otherwise required by law, Haohin may refuse a refund request in the following cases:

  • The user changes their mind after purchase while the service has been provided as described.
  • The user no longer needs to study.
  • The user has no time to study or does not use the full term of the package.
  • The user does not achieve the desired learning results.
  • The user purchases the wrong package because they did not check the information clearly displayed before payment.
  • The user does not use the service even though Haohin has provided full access.
  • Issues arising from the user's device, browser, Internet connection or technical environment and not caused by Haohin.
  • The user violates the Terms of Service resulting in account restriction or lawful termination.
  • The user provides inaccurate information, commits fraud or abuses the refund policy.
  • Requests related to exchange rate fluctuations or fees applied by banks, PayPal or third-party payment providers and not caused by Haohin.

Refusal of a refund does not apply if the user is entitled to a refund under mandatory legal provisions.

5. How to request a refund

Users send refund requests to: hello@haohin.com

The request should include:

  • Full name.
  • Email registered to the Haohin account.
  • Study package purchased.
  • Payment date.
  • Payment amount.
  • Payment method.
  • Transaction code or payment confirmation information, if any.
  • Reason for the refund request.
  • Documents or images proving the issue, if necessary.

Haohin may request additional reasonable information to verify the transaction and the refund request.

6. Processing refund requests

After receiving all necessary information, Haohin will check:

  • Transaction status.
  • Study package activation status.
  • Usage history of the relevant service.
  • Reported technical errors.
  • Cause of the issue.
  • Conditions for applying the Refund Policy.

Haohin will notify the user of the processing result via email or another appropriate contact method.

If the issue can be resolved within a reasonable time, Haohin may prioritize fixing the error and restoring the service before applying a refund, unless the user is entitled by law to request another remedy.

7. Refund method and timing

If the request is approved, the refund will be made via a method consistent with the original payment method or another method agreed between Haohin and the user.

Bank transfer: The refund may be transferred to the bank account provided by the user after the information is verified.

PayPal: For payment transactions via PayPal, Haohin may issue refunds through PayPal in accordance with this system's mechanisms and conditions.

The actual time for funds to be credited to the user's account may depend on the bank, PayPal, or the payment intermediary.

Haohin will process refunds within the timeframe set out in this Policy and applicable law.

8. Refund costs

Haohin does not charge a separate processing fee for valid refund requests caused by Haohin's fault.

Fees applied by banks, PayPal, payment intermediaries, or currency conversion may be beyond Haohin's control.

Where the law requires Haohin to bear related costs, Haohin will comply with that requirement.

9. Technical errors

Before requesting a refund due to a technical error, users should contact Haohin so that we have the opportunity to verify and resolve the issue.

Haohin may ask users to provide information about their device, browser, screenshots of the error, or technical information needed to determine the cause.

Temporary errors that have been resolved within a reasonable time, or errors arising from the user's device, Internet connection, software, or environment, do not automatically create a right to a refund.

10. Abuse of the refund policy

Haohin reserves the right to refuse requests that show signs of fraud or abuse, such as using multiple accounts to make repeated refund requests or providing false information to obtain a refund.

Haohin may restrict or terminate accounts engaged in fraudulent behavior in accordance with the Terms of Service and applicable law.

This provision shall not be used to limit consumers' rights to complain or their lawful right to a refund.

11. Complaints about refund decisions

If users disagree with the outcome, they may ask Haohin to review it by providing additional relevant information or documents.

Haohin will receive and handle complaints in accordance with the law on consumer protection.

This Policy does not limit consumers' rights to complain, file lawsuits, or use lawful dispute resolution methods.

12. Contact information

Any requests or complaints related to refunds may be sent to:

  • Platform name: Haohin
  • Website: Haohin.com
  • Address: Thon 9, Hoanh Bo, Quang Ninh, Vietnam
  • Email: hello@haohin.com
  • Hotline: 0332 173 313