Complaint resolution policy

Email hello@flownexa.ai or call / Zalo 0948 279 029. You may also use the Contact page (Contact page).

Please include: company or customer name; contact person; relevant quotation, invoice, contract, or reference number if any; a description of the issue; and supporting evidence.

Do not send passwords, API keys, access tokens, full payment-card numbers, or other unnecessary sensitive data.

1. FlowNexa acknowledges receipt of a request, report, or complaint within one business day.

2. If the information is incomplete, FlowNexa requests the necessary documents or additional information within three business days.

3. A standard complaint is expected to be resolved within seven business days after FlowNexa receives sufficient information.

4. For complex matters involving technical investigation, third-party providers, security, or contractual obligations, resolution may take longer but should not exceed 30 days unless another period is required by law or agreed by the parties. FlowNexa will provide a status update and explain why additional time is required.

5. The outcome is communicated by email or another channel agreed by the parties.

6. If no agreement is reached, the parties will prioritize negotiation or mediation before referring the matter to a competent authority under Vietnamese law.

Step 1: receive and classify. Step 2: clarify with the customer if needed. Step 3: propose a resolution. Step 4: implement and confirm outcome. Unresolved disputes should first be negotiated before other remedies under Vietnamese law.

Complaint information is handled under the Privacy Policy and shared internally only as needed to resolve the matter.

FLOWNEXA COMPANY LIMITED (Tax ID: 0319612776). Address: 228/6 Au Duong Lan, Chanh Hung Ward, Ho Chi Minh City, Vietnam. Email: hello@flownexa.ai. Phone: 0948 279 029.