General terms of trade

1. Definitions

In these conditions: "CIA" means the Customer Insight Analyst website and app; "the seller" or "we" means the individual who owns and runs CIA; "customer" means a person aged 18 or over, or an organisation, that registers and buys credits; "credit" is the prepaid unit used to run tools; a "tool" is each analysis function with its own credit price; a "report" is the result of one run.

2. Seller information

The seller of services on CIA is an individual. Their name, personal tax code, address and phone are published on the Seller information page (linked at the bottom of this page).

• Support email: [email protected]

3. Scope

These conditions apply to every purchase of credits or monthly plans and every use of the tools on CIA, together with the Terms of use, Privacy policy, Payment policy, Pricing policy, Service conditions and limits, Service delivery, termination and refunds and the Complaints procedure. By topping up or running a tool, the customer confirms they have read and accept them.

4. The service and how to buy

The service is web software analysing public data; there are no physical goods. To buy:

• sign up and verify your email;
• pick a credit pack on the Top-up page and pay through PayOS (VND) or PayPal (USD);
• credits reach your wallet as soon as the payment gateway confirms success;
• pick a tool, check the credit price on the run button and run it; credits are taken when the run starts.

5. Prices

Credit pack prices are listed on the Pricing page in VND or USD. Each tool's price is in credits and is always shown before you run it. We may change prices for later purchases and runs; a transaction already created keeps the price at the time it was created.

6. Payment

Payment is 100% in advance through PayOS or PayPal under the Payment policy. We never collect card or bank account numbers. CIA does not issue invoices; each transaction has its own code and is listed under Transactions in your account.

7. Delivery of the service

The service is delivered online: credits are in your wallet right after a successful payment; tool results appear within seconds, or minutes for background tools, and are kept for 90 days in Report history with Excel/CSV export. A monthly plan starts on subscription and runs to the end of the paid cycle.

8. Cancellation, returns and refunds

As a digital service delivered at once, used credits cannot be returned. A run that fetches no data is refunded in credits automatically. A monthly plan can be cancelled at any time and will not renew. Cash refunds apply only when the fault is ours, under the Refund policy.

9. Customer responsibilities

Give accurate sign-up details, pay the full amount with the correct transfer reference, keep your account secure, read each tool's description and price before running it, and use the data in line with the Terms of use and the law.

10. Our responsibilities

Provide the service as described at the published prices, keep payments secure, protect personal data under our policy, give notice of changes to prices or conditions, and help resolve complaints.

11. Warranty and limitation of liability

The service is provided as is. Data is a snapshot of public sources at run time and may differ from the original platform. We are not liable for delays caused by data providers, payment gateways or the customer's devices or network. Detailed limits are in the Terms of use.

12. Changing or discontinuing the service

We may change, suspend or retire a tool when a data source changes. If we discontinue the whole service, we give at least 30 days' notice and refund unused credits at the price paid.

13. Force majeure

Neither party is liable for delay or failure caused by force majeure such as natural disasters, epidemics, war, widespread network failures, power cuts, infrastructure provider outages or decisions of state authorities. The affected party must notify promptly and mitigate as far as it can.

14. Complaints and disputes

Send complaints to [email protected] under the Complaints procedure: we acknowledge within 24 working hours and answer within 7 working days at most. Disputes are settled first by negotiation; failing that, the customer may contact the consumer protection authority or sue in the competent court in Vietnam.

15. Notices

Notices to customers go to the account email or appear in the app; general notices are published on the website.

16. Governing law and validity

These conditions are governed by Vietnamese law. If a clause is invalid the rest remain in force. Headings are for reference only.