Legal

Complaints

Last updated: 24 October 2026 · Applies to afliz.com, Koy IDE and Koy Agents · Tiếng Việt

If something has gone wrong, tell us. This page explains where to send a complaint, what happens next and how long each step takes.

01Where to send a complaint

Use the contact form, email support@afliz.com, call +84 251 220 8248 (Vietnam), or write to Anh Luu Service Company Limited, 9F4, Quarter 6, Trấn Biên Ward, Đồng Nai Province, Vietnam.

Please include your name, the email address you use with us or used to pay, your Paddle receipt or order number if it is about a payment, what happened, and what you would like us to do.

02What happens next

Step	What we do	When
1. We receive it	Your complaint is logged when it reaches us through any of the channels above.	The day it arrives
2. We acknowledge it	We confirm we have it and tell you who is handling it.	Within 2 business days
3. We answer	We look into it and tell you what we found and what we will do. If we need more information, we ask you.	Within 7 business days
4. We resolve it	We put things right, or explain why we cannot.	No later than 30 days after we receive it
5. Escalation	If you are not satisfied, reply and ask us to escalate it. The person responsible for the website, Anh Luu, Founder, reviews it and answers you.	Within the same 30 days

03Payments and refunds

Paddle.com is the Merchant of Record for our orders and handles payments and refunds. You can raise a payment problem with us or through the link in your Paddle receipt. Refunds are covered by our Refund Policy.

04Personal data

Complaints about personal data follow the same steps. You can also complain to a regulator, as set out in our Privacy Policy.

05If we cannot agree

We will try to settle the matter with you by negotiation. If that fails, you can ask the competent consumer protection authority to help, or use the dispute options in our Terms of Service.