Complaints Handling

Online channels

Email: trung.pham@aqubitlab.com.

The Contact form on scnro.com, choosing the topic Complaint.

What to include

Full name, account email, order code (if any), a description of the issue, and any screenshots or documents.

Steps

Step 1. Scnro logs the complaint and confirms receipt by email within 1 business day of receiving it.

Step 2. Scnro replies with how it will handle the matter within 2 business days.

Step 3. Scnro resolves it within 7 business days; complex cases take up to 15 business days, and the reason for the extension is sent to the customer.

Every complaint is answered in writing by email. The customer replies on the same email thread so that all exchanges are recorded against one complaint.

Response times by type of issue

Plan or pack not activated after a transfer: acknowledged within 1 business day, resolved within 2 business days.

Wrong amount or description: acknowledged within 1 business day, reconciled and resolved within 2 business days.

Charged twice or a refund request: acknowledged within 1 business day, answered within 2 business days, refund sent within 7 business days of approval.

Scnro Pennies deducted incorrectly: acknowledged within 1 business day, resolved within 7 business days.

Account, sign-in or security: acknowledged within 1 business day, resolved within 7 business days.

Quality or content of a result: acknowledged within 1 business day, resolved within 7 business days, up to 15 business days if complex.

Business days

A business day is Monday to Friday, excluding public holidays, in Vietnam time. Time limits run from the day Scnro receives complete information.

If no agreement is reached

Both sides first seek an amicable settlement and mediation. If no agreement is reached, the customer may ask the state authority for e-commerce and consumer protection to resolve the matter, including the Department of Industry and Trade where Danang Aqubit Lab Co., Ltd. (Công ty TNHH Danang Aqubit Lab) has its registered office; ask a consumer protection association for support; or bring a claim before the competent court under Vietnamese law. Nothing in this policy limits the customer's right to complain or to sue.

Personal data requests

Requests to access, correct, erase, restrict or object to the processing of personal data go to trung.pham@aqubitlab.com. How they are handled, and how fast, is set out in the Privacy Policy.

Responsible entity

Danang Aqubit Lab Co., Ltd. (Công ty TNHH Danang Aqubit Lab), tax code 0402220012, registered office: Vietnam International Financial Center, ICT Building 1, Software Park 2, Da Nang City. Legal representative: Phạm Quốc Trung, Director.