Service Policies

We receive feedback, requests, and complaints from customers (Organizers, Attendees) through the following channels:

• Email: hotro@quaysotrungthuong.vn
• Hotline: +84 901 333 434 (8:00 AM–6:00 PM weekdays, 8:00 AM–5:00 PM Saturday)
• Zalo / Facebook Messenger: zalo.me/0706145483, m.me/quaysotrungthuong.vn
• The Contact form on our website

Reception and resolution process:

1. We record the time, content, and reporter's information, and acknowledge receipt within 24 business hours.
2. We verify the content and gather relevant information (including, if applicable, coordinating with the Organizer where the complaint relates to a specific event).
3. Simple complaints (technical issues, payment questions, etc.): resolved within 7 business days.
4. Complex complaints (payment disputes, third-party matters): resolved within 30 days, extendable by up to 15 additional days with notice of the reason.
5. We notify the outcome in writing (email); if the complaint is upheld, we take the corresponding corrective action (refund, technical support, service adjustment, etc.).

Complaint records are retained for a minimum of 3 years. If you disagree with the resolution, you have the right to escalate to the local Department of Industry and Trade / market management authority, or to bring a claim before a competent court in accordance with the law.

Luck4You publicly discloses its subscription plan pricing on the Pricing page of our website, including a free (Free) plan and paid monthly/annual subscription plans (Advanced, Professional, Premium, Enterprise, Custom).

• Listed prices are per subscription cycle (monthly or annual) in VND, exclusive of Value Added Tax (VAT) unless otherwise noted; a 10% VAT rate applies as required for information-technology/software services supplied to customers in Vietnam.
• No hidden fees: beyond the published subscription price, we do not charge any other mandatory fee unless the customer actively opts into an add-on whose price is clearly disclosed at the time of purchase.
• Price changes: we may adjust plan pricing over time; any price change applies only to the next renewal cycle (not retroactively to a cycle already paid for) and is publicly announced on the website at least 30 days in advance.
• Discounts and promotions (if any) are disclosed with clear eligibility conditions and duration, and are not automatically applied to plans already activated.

Accepted payment methods:

• Bank transfer via QR code (VietQR/SePay) to the Techcombank account of CODE4CHANGE TECHNOLOGY CONSULTING AND SOLUTIONS CO., LTD. — displayed directly on the checkout page/admin billing area.
• In-app purchase: payment via Apple App Store (StoreKit) or Google Play Billing — subject to Apple's/Google's own payment, renewal, and refund policies.

Confirmation and activation: our system automatically confirms bank-transfer payments and activates/renews the subscription within a maximum of 15 minutes of receiving the funds; if the service is not activated after that time, please contact support via the channels in Section 6.

Invoices: customers who need a VAT e-invoice should provide their business details (company name, tax code, address) at checkout; the invoice is issued within 48 business hours of receiving complete information.

Payment security: we do not store bank card numbers or other sensitive payment data; bank-transfer transactions are processed via the SePay gateway/partner bank over encrypted HTTPS/TLS connections; purchases via Apple/Google are processed and secured entirely by Apple/Google.

Payment issues: if you are charged but the service is not activated, or a payment dispute arises, please contact us within 7 days of the transaction with proof of transfer so we can reconcile and resolve it under the complaint process in Section 1.

Eligibility: Organizers must be at least 16 years old, provide accurate registration information, and have the legal capacity (as an individual or organization) to create and operate events on the platform. For Organizers aged 16 to under 18, registering for a paid plan (a transaction of asset value) requires the consent of a parent or legal guardian under Vietnam's Civil Code.

Code4Change's role: Luck4You is a SaaS platform — a technical tool that helps Organizers create and run their own events (check-in, lucky draw, voting). Code4Change does not itself organize any promotional or prize-draw program on the platform; accordingly, any obligation to register or notify a prize promotion program under the Commercial Law and Decree 81/2018/ND-CP (where applicable) rests with the Organizer for programs they themselves create.

Restricted or prohibited content/events on the platform:

• Events or prizes involving gambling, betting, unlawful multi-level schemes, or otherwise violating Vietnamese law;
• Content that violates public morals, discriminates based on race/religion/gender, or infringes third-party rights;
• Impersonation of individuals, organizations, or government agencies; fraudulent or misleading content toward attendees;
• Collecting attendees' personal data without a valid legal basis (consent or another basis under Decree 13/2023/ND-CP).

Account restriction/suspension: we reserve the right to suspend or terminate an account that violates the above conditions or shows signs of fraud or harm to the system or other users; except in cases of serious violation, we will provide prior notice and an opportunity for the customer to explain or remediate.

Limitation of responsibility: Code4Change provides the technical platform and is not responsible for the legality of prizes, event content, or disputes arising between Organizers and Attendees — each party remains responsible for complying with the law applicable to the event they organize or attend.

Service delivery method: Luck4You is delivered entirely online via the website (Chrome, Safari, Edge, Firefox) and mobile app (iOS/Android), requiring no software installation on the customer's own servers. The Service operates 24/7 and may be temporarily paused for scheduled maintenance windows (announced in advance where possible).

Service activation: a subscription plan is automatically activated within a maximum of 15 minutes after a bank-transfer payment is confirmed, or immediately after Apple/Google confirms an in-app purchase.

Customer's right to cancel: you may stop renewal or cancel your subscription at any time via account settings, or by sending a request to hotro@quaysotrungthuong.vn. Subscriptions do not auto-renew; upon expiry, the account automatically reverts to the free (Free) plan without losing any data already created.

Refund policy:

• Given the nature of a digital service that is activated and usable immediately upon payment, payments for a plan that has been activated and used are in principle non-refundable.
• Exceptions: we will refund 100% of the amount paid if (i) the service was not activated due to a system error on Code4Change's part within 48 hours of payment confirmation; (ii) the customer was charged a duplicate fee due to a technical error; or (iii) any other case we decide to approve after reviewing a specific complaint.
• Purchases via the App Store/Google Play: refund requests are handled directly under Apple's/Google's own refund policy; Code4Change cannot intervene in or issue refunds on behalf of these platforms.
• Refund processing time (once approved): 5–7 business days, returned to the original payment account/method.

Termination by Code4Change: we may suspend or terminate service if a customer breaches the Terms of Service, fails to pay for more than 30 days past the due date, or as required by a competent authority. Except in cases of serious violation, we will provide at least 15 days' notice and allow the customer an opportunity to export/download their event data before termination.

Data after termination: account and event data is retained for up to 30 days after termination so the customer may restore it if needed, after which it will be permanently deleted or anonymized (except for data required to be retained by law, such as invoices and payment records).

We provide customer support through the following online channels:

• Support email: hotro@quaysotrungthuong.vn — response within 24 business hours.
• Hotline: +84 901 333 434 — 8:00 AM–6:00 PM Monday–Friday, 8:00 AM–5:00 PM Saturday.
• Zalo / Facebook Messenger: zalo.me/0706145483, m.me/quaysotrungthuong.vn — response during business hours, typically within 2–4 hours.
• Help Center (FAQ): user guides, frequently asked questions, and tutorial videos on creating events, running lucky draws, and exporting data.
• Contact form on our website.

Support languages: Vietnamese (primary) and English. For customers on the Professional plan and above, we prioritize 24/7 support during the customer's live event.