1. Channels
- Email: [email protected] — available 24/7
- Phone: +84 762 483 662 — office hours, Monday to Friday
- Contact form: the “Contact” section on investify.vn — available 24/7
- In person: No. 8, Lane 9/28, Tran Quoc Hoan Street, Cau Giay Ward, Hanoi — office hours, Monday to Friday
2. Information to Provide
To help us resolve your case quickly, please include: your full name, account email, contact phone number, a description of the issue, when it occurred, the transaction reference (for payment-related matters) and any supporting documents or screenshots.
3. Process and Timelines
- Step 1 — Acknowledgement: Investify confirms receipt by email within 24 working hours.
- Step 2 — Investigation: we check our systems, reconcile transactions and request further information if needed, within 3 working days.
- Step 3 — Response: we notify you of the outcome and remedy in writing by email, within 7 working days of receipt.
- Complex cases requiring reconciliation with third parties (payment gateway, data providers): up to 15 working days, with interim progress updates.
4. If You Disagree with the Outcome
You may:
- Ask Investify to review the case again in writing within 15 days of receiving the outcome
- Submit a report to the Ministry of Industry and Trade’s e-commerce management portal at online.gov.vn
- Complain to the competent consumer protection authority
- Bring the matter before a competent People’s Court under Vietnamese law
5. Principles
Investify receives all feedback in good faith, free of charge, keeps the complainant’s information confidential, and does not discriminate against anyone who has raised a complaint.