Complaints Policy

•Email: contact@identityoperator.com;

•Phone: 09864113791 (office hours, Monday to Friday);

•In person or by post: Room 14-15A, 7th floor, Charmvit Tower, 117 Tran Duy Hung, Yen Hoa Ward, Hanoi, Vietnam.

•Step 1: send your complaint with your account email, the transaction reference (if any) and what happened;

•Step 2: we confirm we have it within 2 working days;

•Step 3: we investigate and reply with the outcome within 10 working days of having everything we need. A complex case can take longer, and we'll tell you the new date;

•Step 4: if the complaint is upheld, we put it right, refund or compensate under the relevant policies.

•Paid, but the plan or credits weren't updated: first reply within 1 working day, resolved within 3 working days;

•Charged twice, charged in error, or a refund request: confirmed within 3 working days, refunded within 7 working days of confirming, under the Cancellation and Refund Policy;

•A service fault (AI chat, running code, a CPU or GPU box) or credits charged wrongly: first reply within 2 working days, resolved within 10 working days;

•Your account and personal data: first reply within 72 hours, acted on within the time the law sets, under the Privacy Policy;

•A book delivered late, wrong, damaged or misprinted: first reply within 1 working day, resolved under the Book Returns Policy;

•Anything else: first reply within 2 working days, resolved within 10 working days.

To check and resolve a problem quickly, we match the transaction reference with MoMo and look at the account's payment history, credit history, and the logs of its runs and CPU and GPU sessions. You can see your own payment and credit history in Account.

For a book order, we check the tracking number and delivery status with Viettel Post, and the photos you send.

We prefer to settle by negotiation or mediation. If we can't agree, you can ask the state consumer protection authority for help, or bring a claim before the competent People's Court as the law provides.