Payment Terms
Last updated: June 3, 2026
This document describes the accepted payment methods, currencies, billing cycles, VAT invoicing, security measures, and handling of failed / late payments.
1. What you can pay for
AcelleMail sells three product types with different billing behaviour (see Refund Policy §0):
- Subscription: recurring monthly / annual, auto-renewing. The plan fee includes access to the product + tier-bundled plugins + quotas + tier-appropriate support.
- Add-on / Credit pack: bought on top of a subscription (sending credits, email verification credits, storage…). One-off, separate invoice per purchase.
- Perpetual license / standalone plugin / paid service: one-off, no auto-renewal.
All three types share the same set of payment methods below.
2. Payment currency — Vietnamese-law compliance
Under Article 22 of Ordinance on Foreign Exchange No. 28/2005/PL-UBTVQH11 (as amended by Ordinance No. 06/2013/PL-UBTVQH13) and Articles 3–4 of Circular 32/2013/TT-NHNN issued by the State Bank of Vietnam, the currency used in AcelleMail transactions is determined by the customer's residency status:
2.1. Residents (customers in Vietnam) — must pay in Vietnamese Đồng (VND)
All transactions, payments, quotations, advertising, valuations, contractual prices and similar acts on Vietnamese territory must be conducted in VND (Article 22, Foreign Exchange Ordinance 2005). AcelleMail does not accept foreign-currency payments from Residents except in cases permitted under Article 4 of Circular 32/2013/TT-NHNN.
"Resident" under Article 4(2) of the Foreign Exchange Ordinance includes: (a) organisations established and operating in Vietnam; (b) Vietnamese citizens residing in Vietnam; (c) Vietnamese citizens residing abroad for less than 12 months; (d) foreign nationals permitted to reside in Vietnam for 12 months or more (except those on study, medical, tourism, or diplomatic/representative-office assignments); and other groups as defined by law.
2.2. Non-residents — may pay in foreign currency (USD and others)
Per Article 4(16)(b) of Circular 32/2013/TT-NHNN: "Non-residents may quote prices in foreign currency in contracts and pay for export of goods and services in foreign currency by wire transfer to residents. Residents may quote and price in foreign currency and receive foreign-currency wire transfers when supplying goods and services to non-residents."
Accordingly, AcelleMail (a Resident — a legal entity established in Vietnam) accepts:
- USD — default for Non-residents.
- EUR, GBP, AUD, JPY and other freely convertible currencies.
- Conversion uses the prevailing rate from the payment service provider or partner bank at the moment of payment.
"Non-resident" is defined by exclusion — any person or entity not falling within the Resident groups in §2.1 (Article 4(3), Foreign Exchange Ordinance).
How AcelleMail receives foreign currency. Per Article 4(16)(b) of Circular 32/2013/TT-NHNN, foreign currency may only be received by wire transfer (not cash) into AcelleMail's foreign-currency account at a licensed credit institution operating in Vietnam, per Article 26 of the Foreign Exchange Ordinance 2005. The payment channels we use are all wire-transfer forms and meet this requirement. AcelleMail does not accept foreign-currency cash payments under any circumstances.
2.3. Determining residency
Customers self-declare their residency status at order time via the "Country" field on the checkout form. By making this declaration, the Customer confirms and assumes full legal responsibility for the accuracy of the information provided. AcelleMail applies the payment currency based on the Customer's declaration under Vietnamese law, and has no obligation to independently verify residency. In the event of a false declaration leading to incorrect payment currency or breach of foreign-exchange regulations, the Customer is solely responsible before the competent Vietnamese authorities.
3. Payment methods
3.1. Residents (paying in VND)
Customers residing in Vietnam select "Vietnam" in the Country field at checkout and pay in Vietnamese Dong (VND). The Customer is legally responsible for the accuracy of the residency declaration (see §2.3). Specific payment methods are shown at the checkout step via channels compliant with Vietnamese law.
3.2. Non-residents (paying in foreign currency by wire)
Customers residing outside Vietnam select their country at checkout and pay in USD (or another freely convertible currency offered at checkout). The Customer is legally responsible for the accuracy of the residency declaration (see §2.3). All foreign-currency payments are processed by wire transfer (no cash), via licensed payment channels shown at the checkout step.
Note: Non-residents may voluntarily pay in VND if convenient (for example via an international card billed in VND). AcelleMail does not require Non-residents to pay only in foreign currency — foreign currency is the PREFERRED option permitted by law.
4. Billing cycles
The billing cycle depends on the product type the Customer selects — SaaS subscription plans are billed monthly or annually and auto-renew until cancelled; perpetual licenses, add-ons, and one-off plugins are billed once; Enterprise plans are billed per the schedule in the separate contract. Detailed cycle + price per plan is shown on the pricing page and at the checkout step before the Customer confirms the order.
5. VAT invoicing
- Individual customers receive an electronic receipt by email automatically.
- Business customers needing a VAT invoice should provide after placing an order:
- Full registered company name
- Tax ID
- Registered business address
- Invoice recipient email
- E-invoices are issued automatically upon successful payment, per Decree 123/2020/NĐ-CP and Circular 78/2021/TT-BTC. If a Business Customer requests an update to invoice details (company name, tax ID, address), please provide it within 2 business days; we will issue an adjustment invoice.
- On VAT, treatment varies by product type and Customer residency:
- Vietnam Resident Customers purchasing pure software products (license, software copyright): invoices are issued under the VAT-exempt regime per Article 5(21) of the VAT Law and Article 4(21) of Circular 219/2013/TT-BTC.
- Non-Resident Customers purchasing software products (used outside Vietnam): the 0% VAT rate applies per Article 9 of the VAT Law and Article 9 of Circular 219/2013/TT-BTC (exported services — software supplied to non-residents).
- Related services (integration, customization, technical support, training) provided to Residents: 10% VAT applies.
Where the package is already tax-inclusive, the price shown on the website includes VAT.
- Invoice correction requests must be sent to support@acellemail.com within 30 days of issuance.
6. Payment security
- We do not store full card numbers — all card transactions are processed by third-party gateways meeting international security standards.
- All gateway partners are PCI-DSS Level 1 certified — the highest payment-security tier.
- All transactions are encrypted with TLS 1.2 or higher between browser and gateway.
- 3D Secure is enabled for all international card transactions.
- We store only transaction metadata (order ID, amount, date, method) for invoicing and customer support.
7. Failed / late payments
- Card / e-wallet decline: you are notified immediately and may retry with a different method.
- Auto-renewal failure (expired card, insufficient funds…): account enters a 7-day grace period before suspension. You are notified by email and can update the payment method in the dashboard.
- Once suspended, you have 30 days to resolve payment. After 30 days, the account is permanently cancelled and data is deleted per the Privacy Policy.
- Bank transfer: please send the receipt / payment slip to support@acellemail.com for faster confirmation (without waiting for the bank's batch settlement).
8. Refunds
Refund conditions and process are detailed in the Refund Policy. Summary:
- New SaaS subscriptions are eligible for a 14-day money-back guarantee.
- Perpetual licenses are NOT refundable after delivery (see "delivery complete" definition in the Delivery Policy).
- Refunds are returned via the original payment method within 7–14 business days.
9. Changes to payment terms
We may change prices, payment terms, or supported payment methods. Changes will be announced by email and in-app banner ahead of time and take effect from the next billing cycle. Prices locked in the current cycle are not affected.
10. Contact
