Complaint & Feedback Handling

1. Introduction

ViRFQ is committed to providing the best experience for users. If you encounter any issues while using our services, we will help you resolve them quickly and fairly.

We view every complaint as an opportunity to improve our services and ensure the rights of all parties.

The tracking numbers, result emails and response times described on this page do not apply to reports filed from the WhatsApp inbox, except for the first-review target in section 5.

2. Types of Complaints Handled

2.1. Complaints About ViRFQ Services

• Technical errors, system issues
• Payment and billing issues
• Incorrect service package benefits
• Wrongly locked or restricted accounts
• Poor customer service

2.2. Complaints About Other Users

• Spam, unwanted advertising
• Fake information, fraud
• Intellectual property violations
• Harassment, threats
• Terms of use violations

2.3. Complaints About RFQ Information

• Spam or fake RFQs
• Incorrect contact information
• Duplicate RFQs
• Inappropriate content

2.4. Complaints NOT Within Scope

We do not handle disputes about:

• Direct transactions between sellers and buyers
• Quality of third-party products/services
• Payments, deliveries between parties
• Commercial contracts between parties

3. How to Submit a Complaint

3.1. Via Email (Preferred)

Send email to complaint@virfq.com with:

• Subject: [Complaint] - [Issue Type]
• Your name and registered email
• Detailed problem description
• Date/time of incident
• Evidence (screenshots, emails, etc.)
• Desired outcome

3.2. Via Online Form

Use the online complaint form at the top of this page. Fill in all required fields; a tracking code is shown on screen as soon as the form is submitted — please save it. For your safety we do not send automatic emails to the address entered in the form; our team will reply from contact@virfq.com.

3.3. By Phone, Post or In Person

Hotline +84 866 696 212 (Mon–Fri, 9:00–18:00). You may also send a letter or come in person to our registered office during the same working hours:

• Company: VIRFQ Technology Solutions Joint Stock Company (Công ty Cổ phần Giải pháp Công nghệ VIRFQ)
• Enterprise / tax code: 0111373222
• Issued on: 30/01/2026 (first registration); amendment no. 1 on 15/09/2026
• Issued by: Business Registration and Corporate Finance Office – Hanoi Department of Finance
• Registered office: Floors 1 and 2, Commercial Unit SO15, Apartment Building CT03 (A3), Thanh Pho Xanh Urban Functional Area Project – Vinhome Gardenia, Ham Nghi Street, Tu Liem Ward, Hanoi, Vietnam
• Phone: +84 866 696 212
• Email: contact@virfq.com
• Website: virfq.com
• Working hours: Monday – Friday, 9:00 – 18:00 (GMT+7)

3.4. Important Notes

• Provide accurate and complete information
• Attach supporting evidence (if available)
• Each complaint will be assigned a tracking number
• Do not submit duplicate complaints

4. Complaint Processing Procedure

Step 1: Receipt

We log the complaint and reply within 1 business day to confirm receipt. Quote your tracking code (shown on screen for the online form, or assigned in our reply for email complaints) in all follow-ups.

Step 2: Classification

Complaints are classified by priority:

• High: Related to finance, security, fraud
• Medium: Service errors, package benefits
• Low: Feedback, improvement suggestions

Step 3: Investigation

Support team reviews information, contacts relevant parties (if needed), and collects additional evidence.

Step 4: Decision

We make decisions based on terms of use, collected evidence, and fairness principles.

Step 5: Result Notification

You will receive an email notification of the processing result and actions taken.

5. Processing Time

* For complaints not filed from the WhatsApp inbox, processing time may be extended if further investigation is needed. We will notify you if more time is required.

For reports filed from the WhatsApp inbox, 24 hours is a target for the first review only; resolving the report may take longer. These reports get no complaint tracking code, and we do not send a result email for them.

6. Support Measures

To resolve complaints accurately and quickly, we may:

• Review your transaction history, payment records and tracking codes related to the complaint
• Reconcile payment data with our bank/payment processor when the complaint concerns a transaction
• Accept screenshots, photos, invoices or other evidence you submit as supporting documents
• Coordinate between the support, accounting and technical teams to reach a resolution

7. Complaint Escalation

If you are not satisfied with the processing result, you can escalate the complaint:

Level 1: Support Team

Email: complaint@virfq.com (initial handling)

Level 2: Review

Reply to the result email, or write to complaint@virfq.com with the subject [Review request] + your tracking code, within 7 days of receiving the result. A different team member reviews the decision.

Level 3: Management

Email contact@virfq.com with the subject [Escalation] + your tracking code. Reserved for serious cases or issues still unresolved after Level 2; management replies within 10 business days.

8. Rights and Obligations of the Complainant

8.1. Your rights

When submitting a complaint, you have the right to:

• Have your complaint received and reviewed fairly
• Receive response within committed timeframe
• Be provided with reasons for decisions
• Escalate if you disagree with the result
• Have your identity kept confidential
• Not be retaliated against for valid complaints

8.2. Your obligations

• Provide accurate, truthful information and genuine supporting evidence
• Cooperate with our team to verify facts when requested
• Do not submit duplicate or bad-faith complaints

8.3. Cases we may decline to handle

We may decline to process a complaint where:

• The information provided is false or cannot be verified
• There is no reasonable basis or supporting evidence
• The complainant knowingly submits forged evidence or uses the complaint channel for fraud or other unlawful purposes (reports about fraud by others are always handled)
• The matter is outside our scope as listed in Section 2.4

If a dispute cannot be resolved through this process, it will be settled by mediation or by the competent courts in Hà Nội, Vietnam, as provided in Section 12 of our Terms of Service.

9. Contact

ViRFQ complaint handling:

• Complaint Email: complaint@virfq.com
• Support Email: contact@virfq.com
• Online Form: the complaint form at the top of this page

• Company: VIRFQ Technology Solutions Joint Stock Company (Công ty Cổ phần Giải pháp Công nghệ VIRFQ)
• Enterprise / tax code: 0111373222
• Issued on: 30/01/2026 (first registration); amendment no. 1 on 15/09/2026
• Issued by: Business Registration and Corporate Finance Office – Hanoi Department of Finance
• Registered office: Floors 1 and 2, Commercial Unit SO15, Apartment Building CT03 (A3), Thanh Pho Xanh Urban Functional Area Project – Vinhome Gardenia, Ham Nghi Street, Tu Liem Ward, Hanoi, Vietnam
• Phone: +84 866 696 212
• Email: contact@virfq.com
• Website: virfq.com
• Working hours: Monday – Friday, 9:00 – 18:00 (GMT+7)