Payment, Cancellation, Refund & Dispute Policy
How payments are made and held in Escrow, the fees, refunds for cancellations and no-shows, and how disputes are opened and resolved on ThueMi.
Contents
1. Scope
This Policy applies to every Booking made on ThueMi, including Bookings made from a Package, from an Available-for-hire post and from an Offer on a Looking-to-hire post. It forms part of the Terms of Use and the Operating Regulation.
2. Payment methods
- E-wallets: MoMo, ZaloPay.
- VNPay gateway; domestic cards (Napas); international Visa and Mastercard cards.
- Bank transfer via VietQR code (automatically reconciled through SePay).
- Your ThueMi balance from earlier refunds (if any).
The methods actually shown at checkout may change over time. Payments are processed by licensed payment partners; ThueMi does not store your full card number.
Pay only in the app. ThueMi staff will never ask you to transfer money to a personal account. Money paid outside the Platform is not protected by Escrow and is not eligible for refund support.
3. Prices and fees
3.1 Price breakdown
Before paying, you see a detailed breakdown:
| Line | Description |
|---|---|
| Service price | Package (or Offer) price × quantity (hours, sessions, matches, etc.), plus any published surcharges |
| ThueMi service fee | 5% of the service price by default, paid by the Customer |
| Discount | Valid promo code (if any) |
| Total | The amount the Customer pays into Escrow |
Extra costs outside the service price (tickets, court fees, travel, food and drinks, etc.) are stated in the Package or Booking, together with who pays.
3.2 Platform fee charged to Companions
| Type | Default rate |
|---|---|
| In-person Bookings | 20% of the service price |
| Online Bookings (gaming, voice, watching movies) | 20% of the service price |
| Tips | 10% of the tip amount |
Example: a party Booking priced at 1,500,000 VND → the Customer pays 1,575,000 VND (including a 75,000 VND service fee); the Companion receives 1,200,000 VND; ThueMi keeps 375,000 VND.
Rates may differ by category or promotion; the rate for each Booking is always shown before payment (to the Customer) and before accepting a Booking or sending an Offer (to the Companion). Changes to default rates are announced at least 7 days in advance and do not apply to Bookings already paid.
3.3 ThueMi Xu (when available)
Xu are prepaid credits usable only to buy the Platform's own services (profile boosts, post boosts, etc.). Xu cannot be used to pay Companions, tips or extra costs; they cannot be exchanged for money, withdrawn or transferred. Detailed terms will be published when the feature launches.
4. Escrow
The full Booking amount is paid 100% upfront and held in Escrow by AnPuPu. The Companion is not paid until the Booking is completed and the dispute window has passed.
| Step | What happens |
|---|---|
| 1. Payment | The Customer pays; the Booking awaits the Companion's acceptance |
| 2. Acceptance | The Companion accepts within the deadline: 12 hours for manual confirmation, 3 minutes for Quick accept (online Bookings while the Companion is online). Bookings created from an Offer count as accepted. Declined or expired → automatic 100% refund |
| 3. In progress | In person: check in on meeting. Online: the room opens and the time or match count starts |
| 4. End | In person: both sides check out, or automatically 30 minutes after the scheduled end. Online: completed when both confirm, or automatically 15 minutes after the session ends |
| 5. Dispute window | 24 hours for in-person Bookings, 2 hours for online Bookings, from completion |
| 6. Release | If the dispute window passes without a dispute, the money (less the platform fee) is credited to the Companion's balance |
If a complaint is opened, the funds are frozen until a decision is made (section 7).
5. Cancellations
5.1 Cancellation by the Customer
The refund is calculated on the total amount paid (including the ThueMi service fee), based on when you cancel relative to the Booking start time:
| When you cancel | Refund to Customer |
|---|---|
| Before the Companion accepts | 100% |
| 24 hours or more before start | 100% |
| 12 to under 24 hours before start | 50% |
| Under 12 hours before start | No refund |
The non-refunded portion is paid to the Companion (less the platform fee) to compensate for the time they reserved.
5.2 Cancellation by the Companion
- The Customer receives a 100% refund.
- The Companion loses reliability score; repeated late cancellations (under 12 hours) may lead to restrictions on accepting Bookings, reduced visibility or suspension under the Companion Agreement.
5.3 Special cases
- Safety reasons: a Companion or Customer who ends a meeting early for safety reasons with a valid report is not penalised; the funds are handled through a dispute.
- Force majeure (natural disasters, epidemics, government orders, accidents with evidence): contact support; we consider a full or partial refund without reliability penalties.
- Rescheduling (when available): requires both sides' agreement in the app.
6. No-shows
Each side has a 15-minute grace period after the start time.
| Situation | Outcome |
|---|---|
| Companion does not show (Customer checked in or reported it in the app) | 100% refund to the Customer, possibly with a compensation voucher; the Companion loses reliability score |
| Customer does not show (Companion checked in at the correct location) | Treated as a Customer cancellation under 12 hours: no refund; the Companion is paid after the dispute window |
| Neither shows, or unclear | Reviewed as a dispute based on check-in and chat logs |
| Online Booking: one side does not join the room | Same approach, based on room logs |
7. Complaints and disputes
7.1 Opening a complaint
The Customer or Companion opens a complaint in the Booking, while it is in progress or before the dispute window closes (24 hours in person, 2 hours online). Reasons: no-show, late arrival, not as described, inappropriate behaviour, payment issue, other.
7.2 Process
- The Escrow funds are frozen.
- Both sides have 48 hours to submit evidence (photos, explanations). Chat, check-in, check-out and location logs (if any) are attached automatically.
- The support team reviews and decides within 48 hours after the evidence deadline: full refund, partial refund or no refund, with reasons.
- The decision is carried out immediately (refund to the Customer or release to the Companion).
- Each side may appeal once within 7 days of the decision; appeals are reviewed at a higher management level.
Decisions are based on the stored Booking details (time, place, scope, boundaries, price), the Community Guidelines and both sides' evidence.
7.3 Other rights
This mechanism does not take away your right to seek mediation, complain to the state consumer protection authority, or sue in court as provided by law.
8. Refunds
- Automatic refunds (Companion declines, acceptance deadline expires, tiered cancellation) are processed as soon as the event occurs.
- Refunds go to the original payment method, or to your ThueMi balance if you choose. The time for money to reach your account depends on your bank and the payment gateway, typically 1 to 15 business days.
- Discounts from promo codes are not converted into cash.
- If you have not received a refund after 15 business days, contact to be updated with your Booking code.
9. Tips
After a Booking, the Customer may send a voluntary tip to the Companion through the app. Tips are optional and non-refundable except for transaction errors or fraud. ThueMi keeps 10% of the tip.
10. Payouts to Companions
A Companion's balance is withdrawn to a bank account or e-wallet in their own name, subject to the minimum amount, payout schedule and any instant-payout fee shown in the app. See the Companion Agreement.
11. Receipts
Every transaction has an electronic receipt in the app. If you need an invoice for the ThueMi service fee, send a request with your invoicing details to to be updated.
12. Contact
- Hotline: 0969 866 669
- Email: to be updated