Trials and refunds

1. Free trial

New accounts get a 14-day trial, starting from when we approve the sign-up. No card is needed, and the account does not switch to a paid plan automatically. During the trial, you get:

• 3 bots and 200 documents
• 2,000 answers per month
• 2 Zalo OA or Facebook Messenger channels, with shadow mode running alongside your staff on Zalo OA
• Automatic daily or weekly syncing of websites and Google Sheets

After 14 days, the account moves to the Free plan (1 bot, 100 answers per month, no Zalo OA or Facebook Messenger channel). Bots, documents and conversations are kept; when you buy a plan, everything works again as before.

2. How answers are counted

Each plan includes a number of answers per month, shared across all bots and channels of the account and reset at the start of each calendar month.

An answer is one reply the bot sends to a customer in the website chat widget, on Zalo OA or on Facebook Messenger. On Zalo OA, several messages a customer sends in a row are grouped into one question and count as only one answer.

Not counted:

• Answers in which the bot says it does not have the information because your documents do not cover what the customer asked, including when the bot has no documents yet.
• Messages that hand the conversation over to staff when a customer types a keyword such as “talk to a person”, and all messages sent by staff.
• Messages in which the bot says it can only read text, when a customer sends only images, stickers or files.
• Test conversations with the bot in the dashboard.

Counted: drafts the bot writes in shadow mode on Zalo OA (except drafts saying it does not have the information), because the bot still reads your documents and drafts an answer for each message.

When the month's answers are used up, the bot pauses and asks customers to get in touch using the contact details you set in the bot settings. On Zalo OA, the conversation is marked as needing staff so that you can carry on replying.

3. Payment and renewal

You pay in advance, for one month or several months, by bank transfer using a VietQR code. Paying for several months in advance earns a discount: 6 months at 10% off, 12 months at 20% off.

Heedium does not store cards and does not charge you automatically. If a plan expires and you have not renewed it, the account moves to the Free plan and your data is kept.

If you renew the same plan, the new period is added to the time remaining. If you switch to a different plan, the new plan starts from the payment date, and the unused full months of the old plan are refunded under section 4.

When prices change, we give at least 7 days' notice. New prices apply only from your next renewal.

4. Refunds

• The account's first payment: a 100% refund if you request it within 7 days of the payment date, with no reason needed.
• Multi-month prepaid plans: unused full months are refunded. Months already used are recalculated at the monthly price, without the prepay discount. Example: you prepay for 12 months, use 3 months and then stop; you get back the amount you paid minus 3 months at the monthly price.
• No refund is given when an account is suspended for violating section 7 of the Terms of service.

How to request a refund: email the address in section 5 with your order code (shown on the Plans page) and the bank account to receive the money. We reply within 2 working days and make the transfer within 7 working days of confirming. After a refund, the account moves to the Free plan.

5. Contact

Heedium. Email: info@heedium.com.