CUSTOMER FEEDBACK, REQUEST, AND COMPLAINT HANDLING POLICY

METHODS FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS, AND COMPLAINTS

1. Purpose

NOVA AI Company values customer satisfaction and is committed to promptly receiving and resolving all feedback, support requests, and complaints relating to the registration, deployment, use, or renewal of the QR Ordering System Service.

This Policy aims to protect the legitimate rights and interests of customers, improve service quality, enhance the user experience, and ensure that all issues are handled in a transparent, objective, and legally compliant manner.

2. Scope of Acceptance

NOVA AI Company accepts feedback, requests, and complaints relating to the provision and use of the QR Ordering System Service, including but not limited to:

• Registration, activation, renewal, or upgrade of the Service.
• Features, functions, and operational performance of the QR Ordering System.
• Service quality, system performance, or user experience.
• Service implementation, configuration, delivery, or acceptance.
• Payments, invoices, contracts, quotations, or other financial matters.
• Warranty, maintenance, technical support, and system troubleshooting.
• Integration with receipt printers, POS systems, payment gateways, or other third-party services within the agreed service scope.
• Service quality, support quality, or conduct of NOVA AI Company's personnel.
• Any other issues arising during the registration, implementation, or use of the QR Ordering System Service.

3. Submission Methods

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

• Customer Support Hotline: 0922 993 092
• Support Email: info@nova-ai.vn
• Contact Form on the Website: https://qrorder.net/contact
• Official Facebook Page
• Official Zalo Account
• In person at NOVA AI Company's office or business location.

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

• Full name or company name.
• Telephone number and email address.
• Customer ID, contract number, service ID, or transaction information (if applicable).
• Information about the business establishment or branch using the Service (if applicable).
• Details of the feedback, request, or complaint.
• Relevant images, videos, system logs, or supporting documents (if any).

Personal information and documents provided by customers will be used solely for the purposes of verification, complaint resolution, contractual obligations, and legal compliance, and will be protected in accordance with NOVA AI Company's Privacy Policy.

Customers should not submit irrelevant information or third-party personal data unless they have a lawful basis or valid authorization to do so.

4. Complaint Resolution Process

Step 1: Receipt

NOVA AI Company records the information received and acknowledges receipt of the customer's feedback, request, or complaint.

Step 2: Review and Verification

The responsible department will review the service registration records, system data, operational logs, and other relevant information. Customers may be contacted to provide additional information or cooperate in the verification process where necessary.

The time required for customers or third parties to provide additional information, supporting documents, system access, or necessary confirmations shall not be included in NOVA AI Company's internal processing timeline.

Where necessary, NOVA AI Company will notify customers of the current handling status and request additional information via email or other registered communication channels.

Step 3: Resolution

Depending on the nature of each case, NOVA AI Company may implement one or more of the following measures:

• Provide explanations or user guidance.
• Investigate and resolve technical issues.
• Reconfigure or adjust the system.
• Update or correct software defects.
• Restore data within the scope of the Service (where applicable).
• Extend the Service subscription period in accordance with the Service Policy or mutual agreement (where the issue is attributable to NOVA AI Company).
• Issue refunds or reimbursements in accordance with the Service Policy, contractual agreements, or applicable law (where eligible).
• Apply other appropriate corrective measures as agreed by the parties or required under the relevant contract.

Step 4: Response

The resolution outcome will be communicated to the customer via email, telephone, the administration system, or other registered communication channels.

For disputes or requests for negotiation, NOVA AI Company will provide a written response or electronic message specifying the verification results, legal basis, and proposed resolution, as appropriate.

5. Processing Time

• NOVA AI Company will acknowledge receipt of feedback, requests, or complaints within one (01) to three (03) business days after receiving complete information.
• The standard processing time is seven (07) to thirty (30) business days, depending on the complexity and nature of each case.
• Where coordination with infrastructure providers, Internet service providers, payment gateway operators, POS providers, or other third-party partners is required, the processing time may be extended. NOVA AI Company will proactively keep customers informed of the progress.

For consumer negotiation requests, NOVA AI Company will receive and conduct negotiations within the timeframe prescribed by applicable laws.

The processing period stated above represents the estimated time required to resolve ordinary cases and shall not be construed as delaying the receipt or commencement of complaint handling as required by law.

6. Customer Responsibilities

To facilitate a prompt and accurate resolution, customers are responsible for:

• Providing complete, accurate, and truthful information.
• Cooperating with NOVA AI Company throughout the verification and resolution process.
• Providing documents, photographs, videos, system logs, or other supporting evidence upon request.
• Properly maintaining administrator accounts, system data, configurations, and other relevant information required for verification.
• Taking reasonable measures to mitigate any additional losses or damages during the handling process.
• Not abusing the complaint process for personal gain, disrupting system operations, or damaging the reputation of NOVA AI Company.

Submitting a complaint does not suspend the customer's payment obligations for any undisputed amounts, unless otherwise agreed by the parties or required by applicable law.

7. Responsibilities of NOVA AI Company

NOVA AI Company is committed to:

• Receiving and resolving all feedback, requests, and complaints objectively, transparently, and in compliance with applicable laws.
• Protecting customer information throughout the handling process in accordance with its Privacy Policy and applicable data protection laws.
• Fully performing its rights and obligations under the relevant contracts, service policies, and applicable laws.
• Cooperating with relevant partners where necessary to resolve issues within the agreed service scope.
• Continuously improving the QR Ordering System, support processes, and service quality based on reasonable customer feedback.

If a customer disagrees with the resolution, the customer may request a review of the case and submit additional supporting documents or evidence.

Where the parties cannot reach an agreement through negotiation, either party may choose mediation, arbitration, or submit the dispute to a competent court in accordance with the laws of Vietnam.

The exercise of the customer's right to lodge a complaint or initiate legal proceedings shall not prejudice any rights granted to consumers under applicable consumer protection laws.