Complaint Resolution

TROLYPAGE COMPANY LIMITED handles concerns about service plans, payments, service quality and customer rights through the channels below, including when you cannot sign in.

1. Contact channels and support hours

Email: [email protected]. Telephone: +84 964 842 168. You can also use the support section in your account when accessible.

Staff provide support during business hours in Vietnam (UTC+7). Working days are Monday to Friday, excluding public holidays. Email received outside working hours is accepted and handled during the next working period. Automated AI replies do not mean staff are available 24/7.

2. Information to provide

Include your account email, workspace or transaction code, what happened, when it occurred and the outcome you seek. You may attach error screenshots or payment evidence with unnecessary information concealed.

Do not send passwords, one-time codes, access keys or full card details. If more information is needed to verify your request, we explain what is missing and request only necessary information.

3. Resolution steps

Step 1: We acknowledge your request by email or through support within one working day. Use the reply email or request reference to follow up.

Step 2: We verify the transaction or incident, review records and coordinate with the relevant team. We tell you if additional evidence is needed.

Step 3: We send the findings, reasons and proposed resolution. For an approved refund, we state the amount, calculation, method and expected processing time.

Step 4: We implement the resolution, notify you of the outcome and accept your feedback. Reply to the same email thread to request further review.

4. Timeframes

Typical resolution takes one to seven working days, depending on the type and complexity of the request. Refund requests are reviewed within three working days; transfer times after approval follow the Cancellation and Refunds Policy.

If verification or coordination with a payment provider takes longer, we explain the reason and expected timeframe before the previously notified deadline, and provide progress updates. Extensions do not override mandatory legal rights or deadlines.

Personal data rights requests follow the separate deadlines in the Privacy Policy; a longer general complaint deadline does not replace them.

5. Further review and disputes

If you disagree with the result, send your reasons with the request reference for further review. TrolyPage seeks to resolve concerns in good faith based on the transaction, evidence and lawful rights of the parties.

This internal process does not limit your right to contact competent authorities, request negotiation or mediation, or bring proceedings as permitted by law. It does not require you to wait through an internal negotiation period before exercising a statutory right.

[email protected] · Cancellation and Refunds · Privacy Policy