Last Updated: August 14, 2026

Haohin is committed to providing a fair and transparent process for handling customer complaints relating to our Chinese language learning platform, paid learning plans, payments, refunds, account access, and other services.

This Complaints Policy explains how customers may submit a complaint, how Haohin reviews and responds to complaints, and the options available where a complaint cannot be resolved directly with Haohin.

Nothing in this Policy limits any mandatory consumer right or legal remedy available under applicable law.

1. Scope of Complaints

Haohin accepts complaints relating to our services, including:

  • Account registration and account management
  • Payments and transaction confirmation
  • Activation of paid learning plans
  • Access to lessons and paid features
  • Duration of purchased access
  • Refunds
  • Technical issues
  • Pronunciation practice and AI-powered pronunciation assessment
  • Personal data and privacy
  • Service availability
  • Content or services that materially differ from their description
  • Other matters concerning a customer's rights or use of Haohin

Complaints concerning payment or refund matters may also be handled in accordance with our Payment Policy and Refund Policy.

2. How to Submit a Complaint

Customers may submit a complaint to Haohin through:

  • Email: hello@haohin.com
  • Phone: +84 332 173 313

For account-related complaints, we recommend contacting us using the email address associated with your Haohin account where reasonably possible.

Haohin does not charge customers a fee for submitting or having us review a complaint.

3. Information to Include

To help us investigate your complaint efficiently, please provide relevant information where available, including:

  • Your full name
  • Email address associated with your Haohin account
  • Description of the complaint
  • Learning plan or service concerned
  • Purchase date, if applicable
  • Payment amount and payment method, if applicable
  • Transaction ID or payment reference, if available
  • Screenshots, receipts, or other supporting documentation
  • The outcome or resolution you are requesting

Please do not send passwords, banking passwords, PINs, OTP codes, PayPal passwords, or other authentication credentials.

Haohin may request additional information reasonably necessary to verify your identity, account, transaction, or the circumstances of the complaint.

4. Complaint Handling Process

Haohin generally handles complaints through the following process:

Step 1: Receipt

We receive the complaint through one of our published contact channels.

Step 2: Verification

We review the information provided and may verify relevant information, such as:

  • Account information
  • Payment records
  • Learning plan details
  • Service activation status
  • Relevant service usage
  • Technical records
  • Communications with Haohin
  • Supporting documentation provided by the customer

Step 3: Investigation

Haohin investigates the circumstances of the complaint and determines whether an error, technical problem, policy issue, or other matter requires corrective action.

Step 4: Proposed Resolution

Depending on the circumstances, an appropriate resolution may include:

  • Providing information or clarification
  • Correcting account information
  • Resolving a technical issue
  • Activating or restoring access
  • Correcting a payment record
  • Extending access where appropriate
  • Issuing a refund where eligible
  • Providing another appropriate remedy

Step 5: Response

Haohin will communicate the outcome or next steps to the customer through email or another appropriate communication channel.

5. Response and Resolution Time

Haohin aims to review and respond to complaints within a reasonable period, taking into account the nature and complexity of the matter.

Some complaints may require information from a bank, PayPal, hosting provider, technical provider, or other third party. In such cases, the overall resolution time may depend partly on the response time of that third party.

For consumer negotiation requests subject to Vietnamese consumer protection law, Haohin will comply with applicable statutory deadlines.

Under Vietnam's Law on Protection of Consumers' Rights, where a consumer requests negotiation, the business must receive and conduct negotiation within seven working days from receipt of the request. If the business refuses to negotiate, it must provide a written response stating the reason within that period.

Nothing in this section should be interpreted as a guarantee that every complex complaint will be fully resolved within seven working days where the law does not impose such a requirement.

6. Complaints About Payments

For payment-related complaints, Haohin may request information such as:

  • Transaction ID
  • Payment date
  • Amount paid
  • Payment method
  • Bank transfer confirmation
  • PayPal transaction information

Haohin will compare the information provided with available transaction records and investigate the issue.

Payment-related matters are also subject to Haohin's Payment Policy.

Customers may have independent rights to contact their bank, PayPal, or other payment provider regarding a payment dispute.

7. Complaints About Refunds

Refund requests and refund eligibility are governed by Haohin's Refund Policy.

If you disagree with a refund decision, you may request a review by providing additional information or evidence relevant to your case.

Haohin will review the additional information and reconsider the matter where appropriate.

Nothing in this Complaints Policy prevents customers from exercising any mandatory refund or consumer rights available under applicable law.

8. Complaints About Technical Issues

For technical complaints, Haohin may ask customers to provide information reasonably necessary to diagnose the problem, such as:

  • Device type
  • Operating system
  • Browser
  • Screenshot or screen recording
  • Description of the error
  • Approximate time the problem occurred

Where the issue is attributable to Haohin, we will take reasonable steps to investigate and resolve it.

Where the problem results from a customer's device, Internet connection, browser, microphone, network restrictions, or another environment outside Haohin's reasonable control, we may provide reasonable troubleshooting guidance but cannot guarantee resolution of the external issue.

9. Complaints About AI-Powered Features

Haohin may provide AI-powered or automated features, including pronunciation analysis and scoring.

Automated results may be affected by factors such as microphone quality, background noise, pronunciation characteristics, device configuration, or technical limitations.

If you believe an AI-powered feature is not functioning correctly, you may submit a complaint and provide relevant examples or supporting information.

AI-generated pronunciation scores and feedback are learning aids and are not official language proficiency certifications.

10. Privacy and Personal Data Complaints

Complaints concerning the collection, use, storage, processing, disclosure, security, correction, or deletion of personal data will also be handled in accordance with Haohin's Privacy Policy and applicable data protection law.

Haohin may need to verify the identity of the person making a data-related request before disclosing, correcting, deleting, or otherwise acting on personal information.

This verification is intended to protect customers against unauthorized access to their data.

11. Negotiation

Haohin encourages customers to contact us directly so that complaints can first be addressed through good-faith communication and negotiation.

Both parties should provide relevant information and cooperate reasonably in attempting to resolve the matter.

Where an agreement is reached, the resolution may be documented through email or another appropriate written form.

Participation in negotiation does not prevent a customer from exercising other legal remedies where available.

12. Escalation and Dispute Resolution

If a complaint cannot be resolved directly with Haohin, customers may pursue other dispute-resolution mechanisms available under applicable law.

Depending on the jurisdiction and circumstances, these may include:

  • Mediation
  • Arbitration, where a valid arbitration agreement applies
  • Consumer protection authorities or competent regulatory bodies
  • Courts of competent jurisdiction
  • Other legally recognized dispute-resolution mechanisms

Under Vietnamese consumer protection law, disputes between consumers and businesses may be resolved through negotiation, mediation, arbitration, or court proceedings.

Nothing in this Policy prevents a customer from contacting a competent consumer protection authority or exercising another legal right where permitted by applicable law.

13. International Customers

Haohin may provide services to customers located outside Vietnam.

Customers in certain jurisdictions may have mandatory consumer protection rights concerning digital services, payments, refunds, complaints, or dispute resolution.

Nothing in this Complaints Policy excludes or restricts a consumer right that cannot lawfully be excluded or restricted.

Where applicable mandatory consumer protection law provides rights or remedies greater than those described in this Policy, the mandatory law will prevail.

  • 14. Fair Use of the Complaints Process

Customers are welcome to raise genuine complaints and will not lose legitimate rights merely because they make a complaint.

However, customers must not knowingly:

  • Provide false or misleading information
  • Fabricate transaction evidence
  • Impersonate another customer
  • Use threats or fraudulent claims to obtain benefits to which they are not entitled
  • Repeatedly submit substantially identical complaints after a matter has been finally addressed without providing relevant new information

Haohin may take reasonable measures to address fraudulent or abusive use of the complaints process, subject to applicable law.

This section will not be used to prevent or discourage legitimate complaints, appeals, payment disputes, regulatory complaints, or legal claims.

15. Records and Confidentiality

Haohin may retain information relating to complaints where reasonably necessary to:

  • Investigate and resolve the complaint
  • Maintain transaction and support records
  • Prevent fraud or abuse
  • Establish, exercise, or defend legal claims
  • Comply with legal obligations

Personal data collected in connection with a complaint will be handled in accordance with Haohin's Privacy Policy and applicable data protection laws.

16. Changes to This Complaints Policy

Haohin may update this Complaints Policy from time to time to reflect changes in our services, business practices, complaint procedures, or applicable legal requirements.

The latest version will be published on Haohin with the updated effective date.

Changes will not remove rights that customers are entitled to under mandatory applicable law.

17. Contact Us

For complaints, requests for negotiation, or questions about this Policy, please contact:

  • Platform: Haohin
  • Website: Haohin.com
  • Location: Ha Long, Quang Ninh, Vietnam
  • Email: hello@haohin.com
  • Phone: +84 332 173 313