IELTS88
← Back to home

Complaint resolution policy

This policy sets out how we receive and resolve feedback, requests and complaints relating to the use of the platform, transactions and the online mock test service we provide on ielts88.com.

1. Channels for receiving complaints

You can submit feedback, requests or complaints through:

Entity
NOVAFORGE Technology Joint Stock Company
Address
No. 12 Xa La, Ha Dong ward, Hanoi City, Vietnam

2. Information to provide

To help us review and resolve your case smoothly, please provide:

  • Your full name and contact details;
  • Transaction code or purchase details, if any;
  • The content of your feedback, request or complaint;
  • Screenshots, payment receipts or related documents, if any.

3. Receiving and handling process

  • Step 1: You submit your information through one of the published channels.
  • Step 2: We confirm receipt within 1 working day of receiving your information.
  • Step 3: We review the information and transaction data, and request additional documents if necessary.
  • Step 4: We propose a resolution and notify you of the result by phone, email or the contact channel you provided.
  • Step 5: Both parties confirm the outcome. If not yet agreed, the parties continue to discuss or apply a dispute resolution method in accordance with the law.

4. Expected resolution time

We will provide a first response within 01 working day of receiving the feedback, request or complaint. Expected resolution time for each type of issue:

  • Information requests, account, access or technical support: 01–03 working days;
  • Issues relating to payment, test activation, scoring or result delivery: 03–05 working days;
  • Complaints about service quality or refunds: 03–07 working days from receipt of all necessary information;
  • Complex cases or those requiring coordination with third parties: no more than 15 working days. We will notify you of the reason and expected handling time.

5. Support measures for resolution

Depending on the case, we may apply the following support measures:

  • Checking account, transaction and test data on the platform;
  • Requesting or assisting with related documents, images and receipts;
  • Coordinating with payment, technical or related parties;
  • Adjusting information, restoring access or test attempts, issuing refunds or applying appropriate remedies;
  • Retaining information and documents to serve the resolution process;
  • Coordinating with competent state authorities upon request or when signs of legal violation are detected.

Resolution is carried out on the basis of the information and documents provided by the parties, transaction data and relevant legal regulations.