📜 Terms of Service

1. Your account

• You must be 16 or older; ages 13–15 need a parent's or guardian's consent; under 13 may not use the app.
• One account per person, with accurate details. Creating several accounts to game quests, streaks or referrals is a violation.
• The app does not check documents: your age group (and the 18+ confirmation for Pair Chat) is self-declared, and you are responsible for the truth of what you declare. Declaring falsely to use an age-restricted feature is a violation: the account may have features restricted or be banned under section 6.
• You keep your password safe; if you suspect a break-in, tell us at once at [email protected].

2. Plans

Free, forever: the beginner course, the first 71 Mai story lessons, the vocabulary bank for all 9 levels, flashcard review, quizzes, the dictionary and a monthly AI Credit allowance. Pro unlocks advanced content and a larger AI allowance, paid once for the period you choose; when it ends you return to Free. Exact scope and list prices: Free vs Pro · Pricing. The Lifetime plan is sold in batches, each with a limited number of places (the Pricing page shows the places left while a batch is open; it is not sold between batches); the Founder plan is limited to 50 places. Both carry the same entitlements and refund policy as Pro; people who already bought Lifetime keep their entitlements.

• AI Credit is the unit for AI features (AI tutor, essay grading, speech scoring). Top-up packs are in beta: prices may change when beta ends, for later purchases only. Used credit is not refunded.
• Tokens are in-app reward points: no cash value, not convertible, not withdrawable.
• Hộp Ân Cần is a voluntary support purchase (at most 12 times a year) that grants tokens and a commemorative outfit; it does not unlock Pro features.
• Referrals: when someone you invite genuinely studies for 7 days, you both receive tokens and an outfit; at most 3 rewarded referrals per month. Self-referral, fake accounts or gaming the conditions leads to refused or reclaimed rewards.
• Advertising: may be shown to visitors and Free accounts, only at rest points between two activities, never inside a lesson or a scoring attempt. Pro accounts see no ads for the whole period purchased; if we breach this you may claim a refund under section 4 even after 30 days. Advertising cookies are off by default; the ad partner is named in the Privacy Policy before the first ad runs. We are not responsible for goods or services offered by advertisers; report a bad ad on the Contact page.
• Third-party dependence: pronunciation scoring, AI, payments, storage and embedded video run on partner services. If a partner fails or changes its terms, the related feature may pause; if a feature included in your paid plan stays down for more than 7 days, you choose between extra time added to your plan or a pro-rata refund of the unused part. Price changes caused by partner costs apply only from the next billing period, never retroactively.

Daily free AI allowance & fair use

• Three AI features — AI Tutor Q&A, essay grading (standard review) and HSKK answer rewrite — come with a number of free uses per day that do not consume AI Credits: Pro accounts get 20 per day per feature, Free accounts 3 per day per feature. Days follow UTC (the day changes at 07:00 Vietnam time).
• This is the current level, not a permanent commitment, and it applies within fair use: free uses are for one person's own study, not for automation, account sharing or bulk extraction.
• To keep this allowance available to everyone, the operating cost of free uses is capped per account per month. Once that cap is reached, or the day's allowance is used up, the next use costs 1 AI Credit as usual. If the free AI tier is temporarily unavailable, that use is also charged 1 AI Credit through the backup tier.
• You always know in advance: the screen shows how many free uses remain today and says clearly when a use will be charged. Unused free uses do not carry over to the next day.
• Deep review (38 credits), conversation role-play and HSKK speaking scores are not part of this allowance. The allowance may be adjusted under section 9; changes are announced in the app.

Changes to prices, plans and features

• Plan prices may change over time, with promotions, or between Lifetime sales batches. The price that applies is the price shown when you pay; a period you have already paid for keeps its price and benefits. Promotions show their end date on the Pricing page.
• Features and content may be added, changed or replaced, and the scope of the Free plan may be adjusted. A paid plan that is still running does not lose the benefits stated when you bought it; if we must remove one, you get extra time or a pro-rata refund of the unused part.
• The number of AI Credits charged per feature is always shown before use. If we raise a charge, the new rate applies from the 1st of the month following at least 30 days after the announcement; until then the old rate applies. If you disagree, you get a refund of the purchased AI Credits you have not used (at the price you paid) if you ask before that date. Credits included free with a plan are not exchangeable for money.
• Payment methods may be added or changed.
• The refund policy that applies is the version in force when you made the purchase.

3. Payment and delivery

• Payments go through PayOS by Vietnamese bank transfer; prices are listed in VND and the listed price is the final price. We never store card details and never charge on a schedule.
• Delivery: the product is a digital service, activated automatically on your account as soon as PayOS confirms payment (usually within minutes); nothing is shipped. If it is still not active after 24 hours, email [email protected] with your order ID — we activate it manually and add back the time lost.
• Electronic receipts on request (email with your order ID). A reminder 7 days before expiry is sent only to users who opted in, and it is a reminder only.

4. Refunds

How to ask: email [email protected] with the subject "REFUND - [order ID]", your account email and the reason. We reply within 72 hours, complete within 15 days, and refund through the original payment channel.

5. Closing your account, end of service and your data

Pro never auto-renews, so there is nothing to cancel. Delete your account under Settings → Account → "Delete account": data is erased permanently after 30 days; within those 30 days you can restore it by signing in again or emailing us. Payment history is kept for 5 years in anonymised form, as tax law requires.

If we discontinue a plan or stop running the app: we give at least 30 days' notice in the app and by email to your account address.

• Time-limited plans (monthly, yearly) still running: refunded pro-rata for the unused time.
• Lifetime and Founder plans: "lifetime" means for as long as Hanzi Genz operates. If we stop within the first 3 years after your purchase, you are refunded pro-rata for what remains of those 3 years (for example, stopping after 1 year refunds 2/3 of what you paid); after 3 years there is no refund.
• Refunds go back through the original payment channel within 15 days of the end date.

6. Prohibited conduct

• Sharing or selling accounts; running several accounts to cheat.
• Scraping with bots; reverse-engineering the code; copying or redistributing content authored by Hanzi Genz (see section 7).
• Using the app's AI for anything other than learning (harmful content, malware, scams).
• Fraudulent payment disputes after the service has been used.
• Impersonation; posting harmful content, spam or politically sensitive content in community areas.
• In Pair Chat: harassment, threats, adult content, solicitation, luring people off-platform, recording or screenshotting other people's conversations. This feature requires you to be 18 or older (you confirm on entry and the server checks before pairing); every chat has Report and Block buttons, and because messages are not stored, take a screenshot before leaving if you need evidence.

Violations lead to a warning, then a temporary ban, then a permanent ban depending on severity; payment fraud means an immediate ban and a report to PayOS.

7. Intellectual property

Hanzi Genz holds rights in the code, interface, characters, outfits, the Mai story and the content we author ourselves (Vietnamese meanings, example sentences, reading passages, practice papers, notes, and images and audio we create), to the extent protected by law. You may use that content for personal study; you may not copy, redistribute or resell it. Decks you create remain yours; you allow us to store and display them to provide the service. Example sentences, reading passages and practice papers are written by Hanzi Genz with the help of AI tools, checked by automated checks and being re-reviewed progressively; they are not copied from official HSK textbooks or exam papers.

• Exam names and official materials. The HSK and HSKK exam names and the exams' official materials (syllabus, sample papers, textbooks) belong to their respective owners; Hanzi Genz uses the exam names only to say which exam its practice material targets, and the app and website do not use those owners' logos or branding. Hanzi Genz is an independent product, not affiliated with, sponsored, endorsed or certified by those owners; the practice papers in the app are written by Hanzi Genz and are not official exam papers.
• Reference facts. Word levels, numbers of questions, timings and question types of the exam are reference information; Hanzi Genz claims no rights in them. Their sources are cited on the Data sources & licences page.
• Openly licensed data. Some English glosses use CC-CEDICT data under the CC BY-SA 4.0 licence; other third-party components are listed on the Data sources page. For those parts you keep every right the applicable licence grants; the restrictions in these Terms (including section 6) do not apply to them.
• Copyright complaints. A rights holder (or someone authorised by them) who believes content on Hanzi Genz infringes their rights can send a request to [email protected] that includes: the sender's name and contact details; a link to the content; the basis of the rights (the original work, proof of ownership or authorisation); a statement that the information in the request is accurate. We handle it within 72 hours of receiving complete information (written requests from a competent authority: 24 hours) and may temporarily hide the content while we verify. If the content was posted by a user (such as Community decks or Community tips), we notify the person who posted it.

8. Limitation of liability

The app is a study aid and does not guarantee exam results. We do not compensate short outages caused by maintenance or third-party infrastructure; if a fault of ours loses your study data, you receive a Pro extension or a matching refund. To the extent permitted by law, our total liability is capped at the amount you paid in the last 12 months; this does not limit your rights under consumer protection law.

AI-generated content: the AI Tutor, writing feedback, HSKK speaking feedback, role-play conversations and the characters' voices are produced by artificial intelligence. This content may be inaccurate; use it as a study reference, not as a substitute for a teacher or for the scoring of an official exam. Every screen with an AI feature says so.

9. Changes to these terms

Material changes are announced 30 days in advance through the in-app notice (and by email if you opted in). If you disagree you may delete your account and receive a pro-rata refund of the unused part. Continuing to use the app after the effective date means you accept the new version.

Version 3.1 (26/10/2026): adds section 12, collecting the policies that must be published under Decree 248/2026/ND-CP (rights and obligations, complaints, pricing, payment, service conditions, how the service is provided and ended); makes clear the contract ends when you send notice and sets time limits for each type of request. None of your rights are reduced.

Version 3.0 (16/10/2026): section 5 adds our commitment if we discontinue a plan or stop running the app (30 days' notice, pro-rata refunds; Lifetime and Founder refunded for what remains of the first 3 years); section 2 adds "Changes to prices, plans and features" (price as shown at payment, no loss of benefits on running paid plans, at least 30 days' notice and a refund of unused purchased AI Credits if per-feature charges rise); section 1 makes clear you are responsible for the age and details you declare.

10. Complaints and disputes

Step 1: email [email protected]; we reply within 72 hours. Step 2: if there is no agreement within 15 days, voluntary mediation. Step 3: the competent court in Vietnam, under Vietnamese law. You may also ask the state authority for consumer protection to resolve it.

11. Owner information & Contact

HANZIGENZ Business Household (Hộ kinh doanh HANZIGENZ) — owner: Nguyen Tuan Truong

Registered address: No. 29, Thong Nhat hamlet, Phu Xuyen commune, Hanoi, Vietnam

Business household registration no. (tax code): 001206035506 · Certificate of business household registration first issued on 19/09/2026 by the Economic Division, People's Committee of Phu Xuyen commune, Hanoi

Phone: 0889952456 (+84) · Email: [email protected]

User support & complaints: [email protected] · Contact page

Website: hanzigenz.com

12. Policies published under Decree 248/2026/ND-CP

Hanzi Genz is a direct-sales e-commerce platform: we sell only our own Chinese-learning service. There are no third-party sellers, no physical goods, no livestream selling and no paid ranking of products. The sections below collect every required item; each has its own link.

• 12.1 Rights and obligations of the parties
• 12.2 Privacy policy (separate page)
• 12.3 Handling feedback, requests and complaints
• 12.4 Pricing policy
• 12.5 Payment policy
• 12.6 Conditions and limits on the service
• 12.7 How the service is provided
• 12.8 Ending the service and refunds
• 12.9 Display ranking, livestream selling, delivery, returns of goods (not applicable)

12.1 Rights and obligations of the parties

Hanzi Genz (platform operator and seller):

• Publishes and follows the transaction terms in these Terms; charges exactly the prices listed on the Pricing page.
• Shows full details of any promotion (discount, period, conditions) on the Pricing page before you pay.
• Delivers the service sold, keeps the platform safe and stable, and protects personal data under the Privacy Policy.
• May suspend, limit or close accounts that break section 6.
• Receives and resolves feedback and complaints under section 12.3; refunds under sections 4 and 5.
• Prevents unlawful conduct on the platform; provides information to competent authorities when lawfully requested; meets its tax obligations.

Buyers (users):

• Are entitled to full, accurate information about the service, price and seller before buying; to choose the plan and payment method; to personal data protection and consumer rights; to have complaints resolved and refunds under sections 4 and 5.
• Must give accurate information, pay in full, keep their account secure and follow these Terms (especially section 6) and the law.

12.3 Handling feedback, requests and complaints

• Channels: email [email protected] (online, 24/7) · the form on the Feedback page · phone 0889952456 (+84, office hours).
• Steps: (1) send your request with your account email, order code (for payments) and a description or screenshot; (2) we confirm receipt and may ask for more details; (3) we check order and account records and reply with a proposed resolution; (4) we carry it out (manual activation, refund, bug fix) and report back. If you disagree: mediation, then a court or competent authority under section 10.
• Time limits: first reply within 72 hours for every request. Expected resolution:
  • Paid but not activated: within 24 hours of receiving the order code.
  • Refund requests: reply within 72 hours, refund completed within 15 days.
  • Feature bugs, lost learning progress: within 7 days; longer fixes get progress updates and compensation under section 8.
  • Personal data requests: receipt confirmed within 2 working days, handled within the legal time limit (see Privacy section 4).
  • Copyright complaints: handled within 72 hours of receiving complete information; requests from a competent authority: 24 hours (section 7).
  • Reports of harmful content or behaviour in community features: reviewed within 72 hours; content reported by many users is hidden at once.
• Tools: order codes in your payment history; Report and Block buttons in community features; Settings to view, correct, export and delete your data; AI Credit and token logs in your account.

12.4 Pricing policy

• Prices are listed in Vietnamese dong on the Pricing page. The listed price is the final amount you pay: it includes applicable taxes, with no transaction, shipping or other extra fees.
• The price that applies is the one shown when you pay; promotions state the discount and period. Price changes never apply to a period already paid (see section 2, "Changes to prices, plans and features").
• Any transfer fee charged by your own bank follows that bank's tariff and is not a Hanzi Genz fee.
• There are no other sellers on the platform, so no seller service fees are charged.

12.5 Payment policy

• Method: bank transfer through the PayOS gateway. When you buy, the screen shows a QR code and transfer details (account number, amount, reference containing the order code); scan it with any Vietnamese banking app. The system reconciles and activates automatically once the full amount arrives with the right reference. We do not accept international cards, e-wallets or cash, and never charge you on a recurring basis.
• Refunds: under section 4 (refunds) and section 5 (if we discontinue a plan or the app), paid back to the bank account you paid from within 15 days.
• Tokens (reward points): earned by completing learning quests, keeping streaks, successful invites (section 2) or as a bonus with paid plans. Spent on in-app items such as character outfits, avatars and streak insurance; each item shows its token price. Daily token earnings are capped. Tokens have no cash value and cannot be exchanged for money, transferred or withdrawn; they are lost when the account is deleted.
• AI Credits: units for AI features; received with plans (bonus on purchase, monthly allowance) or bought separately. The credits a feature costs are shown before use. Purchased credits do not expire; monthly plan allowances are for that month. Credits cannot be exchanged for cash; only unused purchased credits are refundable under section 4.

12.6 Conditions and limits on the service

• Time: the service runs 24/7. Lifetime plans are sold only in rounds; none are sold between rounds.
• Geography: usable anywhere with Internet access; payment only by transfer from a bank in Vietnam.
• Who may use it: 16 and over; 13–15 with a parent or guardian's consent; under 13 not allowed. Chat Match is for users aged 18+ only (section 1).
• Quantities: one account per person; Founder limited to 50 places; Lifetime limited per round; Ân Cần Box at most 12 times a year; invite rewards at most 3 per month; free daily AI turns as in section 2.
• Availability: the service may be interrupted for maintenance, by outages at infrastructure partners (servers, AI, pronunciation scoring, payments) or by force majeure. Long interruptions of paid features are compensated under section 2, "Third-party dependencies".

12.7 How the service is provided

• What it is: a web app for learning Chinese to the HSK 3.0 standard, used directly at hanzigenz.com: the Mai story course, a 9-level vocabulary bank with spaced-repetition review, grammar, reading and listening, HSK and HSKK practice tests, speaking practice with pronunciation scoring, handwriting practice, an AI tutor and AI marking. Free and Pro scope: Free vs Pro.
• How to use it: sign in with Google or email; choose a plan on the Pricing page and pay (section 12.5); Pro is switched on automatically once payment is confirmed. Nothing to download or install; you can add it to your home screen to use like an app.
• Duration: as per the plan chosen, from activation (monthly, yearly…; each plan's duration is shown on the Pricing page); when it ends the account returns to Free and nothing renews automatically. Lifetime and Founder: for as long as Hanzi Genz operates (section 5).
• Devices: computers, phones or tablets with an up-to-date browser (Chrome, Edge, Safari, Firefox). Speaking practice needs a microphone. One account may be signed in on any number of your own devices at the same time; progress syncs between them. Sharing an account with others is prohibited (section 6).
• Limits in use: requires Internet (some already-loaded content can be reopened offline); AI features and speaking scoring use AI Credits or free turns under section 2; AI output is for reference only (section 8); the app does not promise exam results.

12.8 Ending the service and refunds

• When the service ends: (a) the plan expires — the account returns to Free and learning progress is kept; (b) you delete your account; (c) we close an account that breaks section 6; (d) we discontinue a plan or stop running the app under section 5.
• If you end it: give notice with the "Delete account" button (Settings → Account) or by email to [email protected]. The contract ends when you send the notice. We confirm receipt within 72 hours (the in-app button confirms on screen immediately). Data is permanently deleted after 30 days; you can restore it within those 30 days.
• Fees and refunds when you end it: you owe nothing further. Money paid is refunded per the table in section 4 (100% within 7 days if no Pro feature was used; pro-rata within 30 days; unused purchased AI Credits). To get a refund, send the refund request before or together with deleting your account.
• If we end it: discontinuing a plan or the app comes with 30 days' notice and refunds under section 5; accounts closed for violations are handled under section 6, and accounts closed by mistake are reopened with the lost time added back.
• How refunds are paid: by transfer to the bank account you paid from, within 15 days of the request being accepted.

12.9 Policies that do not apply

• Display ranking: not applicable. Hanzi Genz offers only its own service, does not rank or display any seller's goods or services and takes no payment for priority display. Lesson suggestions in the app are based on your own learning progress.
• Livestream selling: not applicable. The platform has no livestream selling feature.
• Delivery: not applicable. The service is digital content activated directly on your account (section 12.7); no physical delivery, no shipping fees.
• Returns of goods: not applicable, as no goods are sold. Service refunds follow sections 4 and 12.8.