Account activation and service delivery policy

Hemidi Joint Stock Company (hereinafter referred to as “Hemidi”) provides the Selling Sync software under a Software-as-a-Service (SaaS) model. This Policy governs the registration and activation of accounts, the granting of access rights, and the provision of services to organizations, businesses, or individuals using Selling Sync (hereinafter referred to as the “Customer”).

• Registered office: 483 Nguyen Oanh Street, Go Vap Ward, Ho Chi Minh City, Vietnam
• Enterprise Registration Certificate/Enterprise ID No.: 0318971437
• Date of issuance: May 28, 2025
• Issuing authority: Business Registration Office, Department of Finance of Ho Chi Minh City
• Legal representative: Hoang Quoc Vu
• Website: https://sellingsync.com
• Email: contact@hemidi.com
• Telephone:(+84) 96 5096 039
• In-person contact address: 483 Nguyen Oanh Street, Go Vap Ward, Ho Chi Minh City, Vietnam

This Policy applies to Hemidi’s provision of the right to use Selling Sync. The delivery of the Customer’s goods to buyers on Amazon or other sales channels is governed by separate transactions and agreements among the relevant parties.

The Service is provided online through a Selling Sync account. Hemidi delivers the Service by granting access, activating the applicable service plan, and sending confirmation to the registered email address. Plan details and the applicable subscription term are displayed in the Customer’s account.
Key features may include connections to supported sales channels, data synchronization, SKU and inventory management, order workflow monitoring and processing, reports, and operational recommendations. The specific scope depends on the selected plan, the access rights granted, and the features available at the time the agreement is entered into.
No physical delivery, shipping fees, installation media, or source-code handover is included in a standard SaaS plan. Implementation services, data migration, dedicated training, or custom development are provided only where the scope, fees, and timeline have been agreed upon before performance begins.

The Customer must have the legal capacity required to enter into a contract under applicable law. A person registering on behalf of an organization must have authority to represent that organization or be duly authorized. The Customer must provide accurate information, use an email address under its lawful control, and have the authority to connect the relevant sales accounts.
Device requirements and service availability:

• Compatible devices: A desktop or laptop computer with an Internet connection.
• Browsers: The most recent stable versions of Chrome, Edge, Firefox, and Safari.
• Service territory: No geographic restrictions. Supported sales channels, marketplaces, and account types must be disclosed before purchase.
• Software access: Available every day of the week, except during maintenance, incident response, or notified restrictions. Software access hours are separate from support-team business hours.

The Customer is responsible for the cost of its devices, Internet connection, and third-party services. Such amounts are not fees charged by Hemidi unless expressly stated in the service order.

The Customer accesses the Selling Sync website, selects the registration function, and provides the mandatory information identified and explained in the registration form.

Before an account is opened, the Customer is given access to the Terms of Service, Privacy Policy, and other applicable operating conditions and actively confirms acceptance through the mechanism displayed on the system.

The Customer must verify its email address or complete another displayed verification method. Hemidi may request additional information where it identifies discrepancies or cannot verify the Customer’s authority over the account.Once the registration requirements have been satisfied, the system grants access and notifies the Customer of the account status.

 
New Customers receive a free 14-day trial subject to the program conditions and are not required to provide credit-card information at the outset. The trial period runs for 14 days from the time trial access is successfully activated, and its start and end times are displayed in the Customer’s account.

If the Customer does not subscribe to a paid plan when the trial ends, the system will stop data-synchronization features and will not automatically create any debt or charge. If the Customer upgrades during the trial, the start date of the paid billing period and the treatment of any remaining trial period will be disclosed before the Customer confirms the purchase.

Before placing an order, the Customer is given an opportunity to view and review the plan name, features, number of channels and SKU limits, number of users/devices, billing cycle, subscription term, promotional program, total amount, taxes and related charges, payment method, and activation timeline. The Customer may amend its selections and confirm the transaction terms before submitting the purchase request.

Payment is governed by the Pricing, Payment, Service Cancellation and Refund Policy. For bank transfers, the Customer must use the published corporate bank-account details and include the service-order code or other instructed identifying information in the payment reference.

The service confirmation includes the transaction code, the account receiving the Service, the plan and applicable limits, the amount and payment status, the start and end dates, the renewal status, and the support channel. The service order and accepted terms must remain accessible through the Customer’s account.

Automatic renewal and charges for a subsequent billing period will occur only where there is a valid agreement and payment authorization. Merely having an account, using a trial, or saving a payment method does not substitute for any required consent.

Necessary timelines for Hemidi to handle tasks:

• A business day means Monday through Friday, excluding public holidays and Tet holidays in Vietnam.
•  Support hours are 8:30 a.m. to 5:30 p.m., Vietnam time. Timeframes stated in minutes or consecutive hours are not converted into business hours.
• The paid service period begins on the date agreed upon and stated in the service confirmation. 
• If Hemidi delays granting access due to a cause attributable to Hemidi, the period during which access was unavailable will not be counted toward the purchased term. Hemidi will extend the term or make a corresponding fee adjustment.
• The initial data-synchronization period is determined separately after a valid connection has been established, depending on the data volume and third-party API limitations, and may take up to 24 hours. Hemidi will provide updates regarding progress, data that has not yet been synchronized, and any identified cause. Sending an activation email alone does not constitute evidence that all data has been fully synchronized.

The Customer must verify its ability to log in, the plan name, enabled features, applicable limits, and subscription term. Access is deemed delivered when it has been granted to the correct account, covers the purchased scope, is usable, and has been notified to the Customer. Where the agreement includes implementation or initial synchronization, those items will be reviewed against separately agreed acceptance criteria.

If the Customer has paid but the Service has not been activated on time, the wrong plan has been activated, or the Customer cannot access the Service, the Customer should send the service-order code, account email address, payment time, and a description of the issue to contact@hemidi.com. The Customer must not send its password, one-time password (OTP), or full payment-card number. The Customer should contact support before paying again to reduce the risk of duplicate charges.

Hemidi will verify the information, reconcile the payment, and notify the Customer of the proposed remedy. If Hemidi anticipates that it will be unable to meet the published service-delivery timeline, Hemidi will proactively notify the Customer of the reason, the scope of impact, and a revised timeline, allowing the Customer to choose whether to proceed or request termination of the portion of the Service not yet provided.

If Hemidi is unable to provide a Service for which payment has been received, the Customer will be refunded the portion of the fees attributable to the Service not provided. If no part of the Service has been provided, the corresponding payment will be refunded in full. A three-day time limit for refund requests will not apply so as to exclude the handling of incorrect charges or Services not provided.

Adjustments, refunds, and refund-processing times are governed by the Pricing, Payment, Service Cancellation and Refund Policy, without prejudice to any mandatory rights under applicable law. A Customer’s failure to respond to a delivery notice does not waive its right to report errors or submit a complaint.

The Customer logs in to its Selling Sync account, selects a supported channel, grants authorization through the official connection mechanism, and reviews the permitted scope of data and actions. After connecting an account, the Customer must review the synchronization status, SKU mappings, input data, and operational configuration before applying the Service to its business operations.

Hemidi processes data and performs actions within the scope of the available functionality, authorized access, and approved configuration. The Customer must use accounts assigned to authorized persons and must not share login credentials or grant permissions beyond its own authority.

The number of channels, SKUs, features, users, and devices is subject to the purchased plan. Any overage conditions and additional charges must be displayed or agreed upon before they apply, in accordance with the applicable pricing policy. API access depends on the permissions granted, account status, and technical limitations of each platform. Known limitations must be clearly disclosed.

User documentation describes the functionality currently available. Experimental or planned features, or integrations that have not yet been implemented, do not automatically become benefits included in the purchased plan unless specifically agreed otherwise.

Hemidi accepts requests relating to accounts, access rights, connections, synchronization, feature use, and service reconciliation. For incidents attributable to third parties, Hemidi will assist in identifying the scope of impact and an available resolution within its control. Specific responsibility will be determined based on the cause, the applicable agreement, and applicable law.

Planned maintenance that affects access or material features will be announced at least 24 hours in advance by email or through an in-account notice. In a system-security emergency, Hemidi may take immediate action and provide notice as soon as reasonably practicable.

Incident or maintenance notices will state the scope of impact, estimated duration, any necessary instructions, and updates if circumstances change. Commitments regarding availability, recovery times, or service credits apply only under an SLA expressly identified as applicable to the Customer’s plan.

The Customer may cancel renewal through the account administration page. Cancellation of renewal takes effect for the next billing period. Current access continues until the end of the paid term, and no automatic charge will be made for the next billing period. The system displays the expiration date and cancellation status. If the Customer is unable to complete the cancellation through the system, it may submit a request by email to the support team.

A Customer wishing to terminate the Service immediately must clearly state the requested termination date. Hemidi will confirm the effective termination time, any remaining access, accrued fees, and the applicable refund conditions. Ceasing use, cancelling renewal, and requesting data deletion are distinct actions with different consequences, which will be explained before confirmation.

The Service may be suspended or terminated upon expiration without a valid renewal, at the Customer’s request, for a breach of the Terms of Service, for overdue fees as specified in the Terms of Service, or upon request by a competent government authority. Where permitted and appropriate to the circumstances, Hemidi will provide information about the reason and available remedial steps.

The Customer has 30 days from termination to request an export of operational data in accordance with the Terms of Service. Verification of the requester, exportable data, the delivery method, and retention/deletion periods are governed by the Privacy Policy and the applicable data-processing agreement. The period for requesting a data export does not mean that all data will be deleted after 30 days, nor does it limit any mandatory data rights under applicable law.

The Customer may contact Hemidi at contact@hemidi.com, by telephone at(+84) 96 5096 039, or at the contact address specified in Article 1. The submission should include the account email address, transaction code (if any), a description of the issue, the time it occurred, relevant documentation, and the requested resolution.

Hemidi will receive and verify the submission to the extent necessary, classify it, conduct technical checks and/or reconciliation, notify the Customer of the proposed resolution, and record the outcome. The following timeframes are proposals that must be confirmed and published consistently on the Technical Support page:

The initial-response period begins when the request is received. The estimated resolution period begins when sufficient information has been received to conduct the review. If information is missing, Hemidi will identify the additional information required in its initial response. These estimated timeframes do not exclude any mandatory deadlines or rights under applicable law.

An approved refund will be returned to the original account or payment card within 7–14 business days from the date the refund is approved and sufficient valid information has been received to process it. Requests to exercise data rights and data incidents will be handled under the applicable data-protection procedures and are not automatically subject to the technical-support timeframes above.

If the Customer disagrees with the outcome, it may request reconsideration or pursue any lawful dispute-resolution method. Failure to complete the support process does not exclude the Customer’s right to seek protection from a competent authority under applicable law.

This Policy applies together with the Terms of Service, Privacy Policy, Pricing, Payment, Service Cancellation and Refund Policy, user documentation, and any SLA or DPA identified as applicable to the Customer. Relevant links and versions will be provided before the Customer confirms the transaction.

In the event of any inconsistency, the parties will apply mandatory provisions of law and any valid transaction-specific agreement. Changes affecting fees, limits, or benefits will be made in accordance with the notice, consent, and paid-term protection mechanisms specified in the pricing policy and will not apply retroactively.

Hemidi publishes the Vietnamese version in an easily accessible location on its website. If an English version is made available, both versions must be updated consistently. Any linguistic discrepancy must not be used to reduce the Customer’s rights under applicable law.