We want every complaint to end in a fair resolution. This policy explains the channel, response times and escalation path.
1. How to raise a complaint
Send your complaint by email to the support address published in the site footer, with your account email and a description of the issue. Include any relevant order or invoice numbers so we can investigate quickly.
2. Response time
We confirm receipt within 2 business days and give a first substantive response within 5 business days. Complex billing or technical issues may take longer; we keep you informed of progress in that case.
3. Escalation
If you are not satisfied with the first response:
- Reply to the same thread asking for escalation.
- A named customer operations lead reviews the case and responds within 5 business days.
- If the issue concerns privacy or security, it is handled by the privacy or security team under their own processes.
4. Disputes between the parties
Disputes that cannot be resolved are handled under the dispute resolution clause of the Terms of Service, with the governing law of the entity you contract with.
5. Vietnamese customers
For customers in Vietnam, complaints are handled in accordance with Decree 52/2013/NĐ-CP as amended, and you may also contact the competent state authority under Vietnamese e-commerce regulations.
6. Records
We keep records of complaints and their resolution for at least 12 months.