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INSPECTION, RETURN AND REFUND POLICY

1Zone respects and protects the lawful rights of Event Participants who buy goods and tickets and use services on the 1Zone e-commerce trading platform ("1Zone").

The specific return and refund policy may differ depending on the goods, services and event. The specific applicable conditions are published by the Event Organiser on 1Zone before the Event Participant carries out the transaction.

1. Inspection policy

For goods delivered in person, the Event Participant may check the external condition and quantity of the goods on receipt.

Where the goods are found to be damaged, missing, incorrect or otherwise irregular, the Event Participant should record the condition of the goods and notify 1Zone and/or the Event Organiser for support.

For e-tickets, the Event Participant is responsible for checking the ticket details after receipt. Where the ticket has not been updated, has not been received, or contains inaccurate information, the Event Participant may contact 1Zone for support.

For voting services, after successful payment the transaction result and the corresponding number of votes are updated in the system according to the mechanism of each programme.

2. Conditions for return and refund

The Event Participant may request a return of goods or a refund in the following cases:

  • The goods are damaged, missing, incorrectly delivered, or do not match the published information;
  • The ticket is not supplied, is invalid, or contains incorrect information due to the fault of 1Zone and/or the Event Organiser;
  • The event is cancelled or changed in a case for which the Event Organiser has a refund policy;
  • The transaction failed but the Event Participant's account was charged or debited;
  • Other cases under the Event Organiser's policy, the agreement between the parties, or the law.

For event tickets, goods and voting services, specific return and refund conditions may be set separately for each event or product and are published before the Event Participant carries out the transaction.

Where the Event Participant unilaterally cancels a transaction, does not attend the event or does not use the service, and the transaction does not fall within the cases eligible for return or refund under the applicable policy, the refund request may not be accepted.

3. Deadlines for return and refund requests

The deadline for requesting a return or refund follows the policy applicable to each item of goods, service or event as published on 1Zone.

Where no separate deadline has been published, the Event Participant should submit a request within:

  • 03 working days from the date of receipt for goods;
  • 03 working days from the time the ticket is received or the issue is discovered, for e-tickets;
  • For cancelled or changed events, or other cases that arise, the deadline follows the notice of the Event Organiser and/or 1Zone.

For failed payment transactions, or transactions that were debited but not successfully recorded, the Event Participant may submit a request as soon as the issue is discovered.

4. Process for receiving and handling requests

The Event Participant should follow these steps:

Step 1: Submit the return or refund request by email to support@eventista.vn, via the Hotline at 0832338688, or through the support channel provided on 1Zone.

Step 2: Provide the transaction details, the order/ticket code, contact information and any related documents, images or evidence (if available).

Step 3: 1Zone receives and reviews the request, and may ask the Event Participant and/or the Event Organiser to provide further information for verification.

Step 4: Based on the verification results and the applicable policy, 1Zone and/or the Event Organiser notifies the Event Participant of the handling plan.

Where the request is approved, the return or refund is carried out using the method and within the timeframe appropriate to each transaction.

5. Return and refund methods

For goods, the return is carried out through the delivery method provided by the Event Organiser and/or the shipping provider.

For e-tickets, where a ticket exchange is granted, a new ticket may be reissued or updated in the Event Participant's account under the Event Organiser's policy.

For physical tickets, the return is carried out according to the Event Organiser's instructions.

For refunds, the amount is returned to the payment method the Event Participant used for the transaction, unless the parties agree otherwise or the payment method does not support refunds.

The time it takes for the money to be credited to the Event Participant's account depends on the bank, the payment intermediary or the payment method provider.

6. Return and refund costs

Where the return or refund is due to the fault of the Event Organiser or of 1Zone, or because the goods do not match the published information, the costs of return and refund are borne by the party at fault in accordance with the law and the applicable policy.

Where the return is requested by the Event Participant and does not arise from the fault of 1Zone or the Event Organiser, the shipping costs and other related costs (if any) are borne by the Event Participant, unless the Event Organiser has another support policy.

Payment fees, bank fees or third-party service fees already incurred may not be refundable where those fees are not part of the amount refunded by 1Zone or the Event Organiser.

7. Voting services

Voting transactions that have been confirmed and successfully recorded are in principle non-refundable, except where the transaction was faulty, was recorded inaccurately, or falls within a case eligible for a refund under the programme's policy, the Event Organiser's policy or the law.

Where the Event Participant has made payment but the transaction was not successfully recorded due to a fault of the system or the payment service provider, 1Zone will cooperate with the relevant parties to check and process the refund if the conditions are met.

8. Contact information

All return and refund requests are received through:

EVENTISTA COMPANY LIMITED

Head office: Floor 12, Vinafor Building, 127 Lo Duc, Hai Ba Trung Ward, Hanoi City, Vietnam

Hotline: 0832338688

Email: support@eventista.vn

Website: 1zone.vn

This Policy is published on 1Zone and applies to transactions carried out on the platform from the date of publication.