METHODS FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS, AND COMPLAINTS

1. Scope of matters received

Koki receives feedback, requests, and complaints concerning matters such as:

• Koki accounts and account access
• Registration, sign-in, and data synchronisation
• Operation of the website or the Koki Flashcards application
• Service plans, redemption codes, and purchased usage rights
• Orders and order status
• Payments, bank transfers, and transaction reconciliation
• Requests to cancel, refund, or terminate a service
• Technical errors, incidents, or service interruptions
• Content or features of the Services
• Privacy, information security, and personal data
• Other matters relating to the products and services provided by Koki.

2. Channels for submitting a request

Users may submit feedback, requests, or complaints to Koki by email:

Email: [email protected]

To assist with classification and handling, users should give the email a subject line matching the nature of the request, for example:

• Account support
• Order support
• Payment reconciliation request
• Refund request
• Service complaint
• Personal data request.

Koki will use the email address from which the request was sent, or the email address associated with the account, as appropriate, to correspond with the user and notify them of the outcome.

3. Information users should provide

So that Koki can verify and handle a request promptly, users should provide the information relevant to the matter, such as:

• The email address or Koki account concerned
• The order code or transaction code, if any
• The service plan or product concerned
• A specific description of the problem encountered
• When the matter occurred
• Screenshots or relevant technical information, where necessary.

For bank transfer transactions, Koki may ask for the information needed for reconciliation, such as:

• The transaction amount
• The transaction time
• The transfer reference
• The transaction code
• Images or transaction records, where necessary.

Koki does not ask users to provide account passwords, banking passwords, PINs, OTPs, or CVV codes in order to resolve feedback, requests, or complaints.

Users should not send unnecessary information or sensitive personal data unrelated to the matter.

4. Receiving and handling procedure

5. Expected response and resolution times

Koki applies the following expected response and resolution times to common issues:

The resolution times above are expected times for ordinary cases.

Some cases may require longer if:

• The information provided by the user is incomplete
• The matter is complex in nature
• Verification with a bank or another relevant organisation is required
• Coordination with Apple, Google, or a third-party service provider is required
• Technical data or system history must be examined
• There are indications of fraud, abuse, or breach of law
• A competent state authority has made a request
• The law prescribes a different handling period.

Where more time is needed, Koki will notify the user by email of the status of the matter and the next expected timeframe.

For the rights of personal data subjects, the time limits under personal data protection law take precedence where they differ from the expected times set out in this policy.

6. Payments and transaction reconciliation

For feedback or complaints relating to payments, Koki may ask the user to provide the information necessary to verify and reconcile the transaction.

7. Cancellation and refund requests

Whether a cancellation or refund request is accepted depends on:

• Koki's policies on payment, service termination, and refunds
• The status of use of the Services
• The service plan purchased
• The payment method
• The conditions of the transaction
• The rules of the Apple App Store, Google Play, or the relevant payment provider
• Applicable law.

The time Koki takes to consider and handle a refund request does not include the time required for the bank, Apple, Google, or the payment provider to carry out the refund after the request has been approved.

8. Feedback, requests, and complaints about personal data

For matters such as:

• Accessing personal data
• Correcting data or requesting correction of data
• Requesting the provision of data
• Withdrawing consent
• Restricting or objecting to processing
• Deleting data or deleting an account
• Requesting the application of personal data protection measures
• Feedback or complaints about the collection, use, storage, sharing, or protection of personal data,

Koki will act in accordance with the Privacy Policy published separately on the koki.vn website and with personal data protection law.

Users should send such requests to:

Email: [email protected]

Suggested subject line: Personal data request

Koki may take reasonable identity verification steps before providing, correcting, or deleting data, in order to protect the user's account and personal data.

9. Cases in which Koki may refuse or be unable to act on a request

Koki may refuse a request in whole or in part, or ask the user for additional information, where:

• There is insufficient information to verify the sender or the matter
• The request is submitted by a person without authority, or who cannot demonstrate appropriate authority to act
• The request shows signs of fraud, impersonation, or abuse of the support process
• The content of the request is contrary to law
• The request is inconsistent with the transaction conditions, terms of use, or published policies
• Koki is obliged to continue storing or processing the information under the law
• Refusal or delay is permitted by law in the specific circumstances.

Where appropriate, Koki will inform the sender of the reason for the refusal, the reason it cannot act, or the information required.

10. Measures and tools used in resolution

Depending on the nature of the matter, Koki may use appropriate tools, systems, and sources of information, including:

• Email correspondence with the user
• Account data
• Order information
• Service activation history
• Transaction reconciliation information
• Technical logs and system logs
• Error diagnostic data
• Necessary data stored on Koki's infrastructure
• Information from the Apple App Store or Google Play
• Information from the bank or the relevant service provider
• Other appropriate technical and operational tools.

Access to and use of such data is carried out only to the extent necessary to verify and resolve the matter, protect the user's interests, protect the Services, or comply with a legal obligation.

11. Where the user disagrees with the outcome

If a user disagrees with the outcome, the user may:

1. Reply directly within the existing email thread; or
2. Send a new email to [email protected] providing the details of the matter, or attaching the previous correspondence.

Koki will review the feedback or complaint again on the basis of the information provided and the specific nature of the matter.

Use of Koki's internal resolution process does not limit the user's right to complain, report, bring legal proceedings, or seek assistance from a competent state authority or from an agency or organisation whose function is to protect the user's lawful rights and interests in accordance with the law.

12. Confidentiality during the resolution process

Information provided by users for the resolution of feedback, requests, or complaints is processed by Koki in accordance with the Privacy Policy, and is used only to the extent necessary to:

• Receive and verify the request
• Correspond with the user
• Resolve the matter
• Prevent fraud or abuse
• Protect the lawful rights and interests of the parties
• Comply with legal obligations.

Where coordination with a third party is required, Koki shares information only to the extent necessary to resolve the matter or as required by law.

13. Changes to this policy

Koki may update these methods for receiving and resolving feedback, requests, and complaints to reflect the operation of the Services or legal requirements.

The latest version will be published on the koki.vn website and will state the date of the update.

14. Details of the receiving entity

KOKI SOFTWARE COMPANY LIMITED

Address: No. 6, Alley 35, Ngo Thi Sy Street, Ha Dong Ward, Hanoi City, Vietnam

Tax ID: 0111043866

Email for feedback, requests, and complaints: [email protected]

Website: https://koki.vn