Gift cards are an increasingly popular monetisation tool for creators — selling service bundles, courses, or consultation sessions as vouchers. But when a buyer wants a refund, what happens? No clear policy from the start is the source of most disputes.
Important disclaimer: This template is a reference document only — it does not replace professional legal advice. Before applying any policy, consult a lawyer familiar with the Vietnamese Law on Consumer Rights Protection (Law No. 19/2023/QH15) to ensure your terms comply with current regulations.
Key clauses for a gift card return policy
1. Gift card validity period
State clearly when the gift card expires. Example: "Gift card is valid for 12 months from the date of purchase." As a general principle, very short expiry windows can be seen as unfair to consumers under Vietnamese law.
2. Refund conditions
Spell out when buyers are eligible for a refund:
- Unused gift card: full refund or minus a handling fee (if applicable — state the fee clearly)
- Partially used gift card: refund of unused portion or no refund (your choice — state it clearly)
- Creator fault (service cannot be delivered): full refund, no conditions
3. Refund request process
Give specific instructions:
- Which channel to contact (email, Zalo, DM)
- Required information (gift card code, purchase email, reason)
- Processing time (e.g., 5–7 business days)
- Refund method (bank transfer, wallet credit, etc.)
4. Non-refundable cases
List clearly the cases where refunds do not apply (if any) — for example: gift card fully used, expired, or transferred to a third party. Ensure these terms do not violate consumer rights under Vietnamese law.
5. Transferability clause
Can the gift card be gifted or resold? If yes, state the process. If not, state clearly: "Gift card is non-transferable."
Where to display your policy
The policy must be clearly visible at:
- The gift card sales or purchase page
- The payment confirmation email
- Your website FAQ or link-in-bio page
Related resources
See also: creator legal contract template for Vietnam and creator legal entity setup in Vietnam.
Manage and store video content for your gift card campaigns via Klypio or @KlypioBot. See also: Facebook video downloader.