THECODEORIGIN CO.,LTD values the feedback of customers using Media. This document explains how we receive and resolve feedback, requests, and complaints in a transparent and timely manner.
1 Scope
We accept matters related to the Services, including:
- quality, incidents, or interruptions of the Services;
- errors in charges, top-ups, or credit balance;
- issues with accounts, invoices, and the referral program;
- personal data and privacy concerns;
- feedback and product improvement suggestions.
2 How to Submit
You can submit feedback, requests, or complaints through:
THECODEORIGIN CO.,LTD
Tax code: 0402278728
289 Dong Da, Hai Chau, Da Nang, Viet Nam
3 Information to Provide
To help us resolve your case quickly, please provide:
- your name and the email registered with your Media account;
- a clear description of the issue and when it occurred;
- related transaction IDs or screenshots (if any);
- your desired outcome.
4 Resolution Process
- Receipt — we log your case and send an acknowledgment within 2 business days.
- Verification — our support team reviews system logs, transaction history, and related information, and may contact you for clarification.
- Response — we inform you of the outcome and proposed solution within 15 business days of receiving complete information. For complex cases, the maximum is 30 days, with notice of the reason.
- Resolution — we carry out the agreed adjustment, compensation (where justified), or fix.
5 Mediation and Competent Authorities
We prioritize resolving matters through good-faith negotiation and mediation. If no agreement is reached, the dispute is submitted to the competent courts of Da Nang, Vietnam in accordance with our Terms and Conditions . Consumers may also file complaints with the state authority for consumer protection as provided by Vietnamese law.