CUSTOMER FEEDBACK, REQUESTS, AND COMPLAINT HANDLING POLICY

1. Purpose

NOVA AI Solutions values customer satisfaction and is committed to promptly receiving and resolving all customer feedback, requests, and complaints relating to its products, services, or transaction process.

This Policy is intended to protect the legitimate rights and interests of customers while continuously improving the quality of the products and services provided by NOVA AI Solutions.

2. Scope of Acceptance

NOVA AI Solutions accepts feedback, requests, and complaints relating to, including but not limited to:

  • Product or device quality.
  • Service quality, software, or AI solutions.
  • Project implementation or delivery schedules.
  • Payments, invoices, or contractual matters.
  • Warranty, maintenance, and technical support.
  • Employee service quality and professionalism.
  • Any other issues arising during the transaction process or the use of products and services.

3. Communication Channels

Customers may submit feedback, requests, or complaints through any of the following channels:

  • Customer Service Hotline: +84 922 993 092
  • Support Email
  • Website Contact Form
  • Facebook
  • Zalo
  • In Person: At the offices or business locations of NOVA AI Solutions.

To facilitate prompt and efficient handling, customers are requested to provide the following information:

  • Full name or company name.
  • Telephone number and email address.
  • Order number, contract number, product or device information, service information, or transaction details (where applicable).
  • Description of the feedback, request, or complaint.
  • Supporting photographs, videos, or other relevant documentation (if available).

Personal information and supporting documents provided by customers shall be processed solely for the purposes of verifying, investigating, resolving the matter, fulfilling legal obligations, and improving service quality in accordance with the NOVA AI Solutions Privacy Policy.

Customers are advised not to submit irrelevant information or personal data belonging to third parties unless they have a lawful basis for doing so.

4. Complaint Handling Procedure

Step 1 – Receipt

NOVA AI Solutions shall receive the customer’s feedback or complaint and acknowledge receipt thereof.

Step 2 – Review and Verification

The responsible department shall review the submitted information, verify the relevant transaction records, and contact the customer if additional information or supporting documents are required.

The period during which NOVA AI Solutions is awaiting information, documents, products for inspection, or necessary confirmations from the customer or any third party shall not be counted toward the Company’s internal processing period or the originally agreed resolution timeframe.

Where necessary, NOVA AI Solutions shall notify the customer of the current status of the case and request additional information through an appropriate communication channel.

Step 3 – Resolution

Depending on the specific circumstances, NOVA AI Solutions may implement one or more of the following solutions:

  • Providing explanations or usage guidance.
  • Correcting technical issues.
  • Repairing the product or providing warranty services.
  • Replacing products in accordance with the applicable product policies.
  • Issuing refunds where the applicable conditions are satisfied.
  • Any other mutually agreed resolution between the parties.

Step 4 – Notification of Results

The outcome of the complaint handling process shall be communicated to the customer via email, telephone, or the customer’s registered contact method.

For matters involving disputes or requests for negotiation, the resolution or any decision to decline further handling shall be communicated in writing or through an electronic message, clearly stating the legal basis and proposed resolution to the extent appropriate.

5. Processing Time

  • NOVA AI Solutions shall acknowledge receipt of the customer’s feedback or complaint within one (1) to three (3) business days after receiving all required information.
  • The normal processing period is estimated to be between seven (7) and thirty (30) business days, depending on the complexity of the matter.
  • Where coordination with manufacturers, logistics providers, or other third-party partners is required, the processing period may be extended. NOVA AI Solutions shall keep the customer informed of the progress.

For consumer requests for negotiation, NOVA AI Solutions shall receive and commence negotiations within thirty (30) business days from the date the request is received.

Where NOVA AI Solutions declines to enter into negotiations, it shall provide a written response stating the reasons within the timeframe prescribed by applicable law.

The estimated processing period of seven (7) to thirty (30) business days shall not be construed as delaying the acknowledgment of receipt or the commencement of negotiations where otherwise required by applicable law.

6. Customer Responsibilities

To facilitate an efficient and accurate resolution process, customers are responsible for:

  • Providing complete, truthful, and accurate information.
  • Cooperating throughout the verification process.
  • Providing supporting documents, photographs, videos, or other evidence upon request.
  • Refraining from abusing this Policy for fraudulent purposes or in any manner that may damage the reputation of NOVA AI Solutions.

Customers shall preserve products, relevant data, system logs, and supporting evidence in a reasonable condition for verification purposes and shall take reasonable measures to mitigate any further loss or damage.

The submission of a complaint shall not automatically suspend the customer’s obligation to pay any undisputed amounts, unless otherwise agreed by the parties or required by applicable law.

7. Responsibilities of NOVA AI Solutions

NOVA AI Solutions is committed to:

  • Receiving and handling customer feedback and complaints objectively, transparently, and in accordance with applicable laws and internal policies.
  • Maintaining the confidentiality of customer information throughout the complaint handling process.
  • Fully honoring customer rights under the applicable agreement, sales policies, and governing laws.
  • Continuously improving products and services based on customer feedback and recommendations.

8. Record Retention and Further Resolution

NOVA AI Solutions shall retain records relating to complaint submissions, verification materials, communications, and resolution results for the period reasonably necessary to fulfill contractual obligations, warranty services, accounting requirements, data protection obligations, and dispute resolution in accordance with applicable laws.

If the customer disagrees with the resolution, the customer may request a further review and submit additional supporting evidence.

Where negotiations fail to resolve the dispute, either party may choose mediation, arbitration, or litigation before a competent court in accordance with the parties’ agreement and applicable law.

Nothing in this Policy shall prejudice or limit any statutory rights afforded to consumers under applicable consumer protection laws.