Complaint Handling Policy

1. Scope

This policy covers every customer report or complaint about VieSpeak — service quality, Accounts, payments, plan activation and refunds — made to Twenty Labs Company Limited. For purchases made in the App through the App Store or Google Play, payments and refunds are handled by Apple or Google; we still help you with your Account and the service.

2. How to reach us

• Zalo: VieSpeak on Zalo
• Email: support@viespeak.app
• Phone: +84 349 999 435

To help us act quickly, please include: the email of your VieSpeak Account, your order code (it starts with VS-) if it concerns a payment, what happened, and screenshots if you have them.

3. Response times

• We acknowledge your complaint and reply for the first time within 24 working hours.
• We resolve complaints within 7 working days of receiving the information we need.
• If we need longer — for example while MoMo reconciles a transaction — we tell you why and when to expect an answer.

4. How we resolve a complaint

1. Receive: we log your complaint from any channel in section 2.
2. Verify: we check your Account and order; for a payment complaint, we reconcile the transaction with MoMo.
3. Propose a resolution: for example fixing the problem, activating a plan you paid for, or a refund under our Refund Policy.
4. Tell you the outcome on the channel you contacted us through.

5. If you disagree with the outcome

We both aim to settle it by negotiation first. If we cannot agree, the dispute is resolved under section 12 of our Terms of Use: mediation, then a competent court in Vietnam. Nothing in this policy limits your rights under Vietnamese consumer protection law.