Complaints Policy
1997 Studio handles complaints through a clear process, prioritising transparent information and specific response times.
Updated: 14/04/2026
Contact channels
- Complaints can be sent to [email protected] or the hotline 0931 819 777.
- Include the order or transaction reference, if any, the time of the incident, a description and relevant documents.
- Requests missing important information may require additional details before processing.
Response times
- Receipt is acknowledged within 24 business hours after all required information is received.
- Typical processing time is 3 to 7 business days, depending on complexity.
- Cases requiring coordination with third parties, such as payment or infrastructure providers, may take longer. Progress updates will be provided.
Handling principles
- Check transaction data, system logs and account information to identify the cause.
- Prioritise a suitable remedy based on the actual impact and the service agreement.
- The outcome is communicated in writing by email or through the registered support channel.
Disputes and cooperation
- Both parties prioritise a cooperative, transparent and good-faith resolution.
- Where necessary, 1997 Studio may request further documentation for verification before reaching a final decision.
- If no agreement can be reached, disputes will be handled under Vietnamese law.