Complaints Policy

Last updated: 14/08/2026

Haohin respects and protects the legitimate rights of users during registration, payment and use of the online Xiangqi (Chinese chess) learning service. This policy sets out how complaints and disputes arising between users and Haohin are received, handled and resolved.

Under the Law on Protection of Consumer Rights 19/2023/QH15, disputes between consumers and business organizations or individuals may be resolved through negotiation, mediation, arbitration or the Court.

1. Scope of complaints accepted

Haohin accepts complaints relating to the provision and use of the service, including but not limited to:

-Activation of a learning package.

Account registration and management.
Payment and transaction confirmation.
Access rights to content and features.
Learning package validity period.
Refunds.
Technical errors of the platform.
Play-vs-computer, hint and game analysis features.
Personal data and privacy.
Content or service quality that does not match published information.
Other legitimate rights and interests of users relating to Haohin's service.

2. How to submit a complaint

Users may send complaints to Haohin via:

Email: hello@haohin.com
Hotline: 0332 173 313

Users should use the email address registered with their Haohin account when submitting a complaint to facilitate verification.

Haohin does not charge any fee for receiving user complaints.

3. Information to provide when complaining

So that Haohin can verify and handle the complaint, users should provide the relevant information, including:

-Transaction code, payment date and payment amount if the complaint relates to a transaction.

Full name.
Account registration email.
Phone number, if necessary.
Content of the complaint.
Learning package or service concerned.
Images, receipts, screenshots or supporting documents, if any.
The request or resolution the user proposes.

Haohin may request additional information that is reasonable and necessary to verify the complaint.

Requests for additional information shall not be used to make things difficult for or obstruct users in exercising their right to complain.

4. Complaint receipt and resolution process

Step 1: Receiving the complaint

Haohin receives user requests through the contact channels published in this Policy.

Step 2: Verifying information

Haohin checks the information relating to the complaint, which may include:

Account information.
Payment transactions.
Registered study packages.
Service activation status.
Relevant usage history.
Technical information.
Documents or evidence provided by the user.

Step 3: Handling the complaint

Based on the verification results, Haohin will review the cause and propose an appropriate resolution.

Depending on each case, the resolution may include:

Explanation and provision of information.
Fixing technical errors.
Restoring or activating access rights.
Adjusting account information or transactions.
Extending usage rights where appropriate.
Refunding if the Refund Policy or legal regulations are met.
Other measures consistent with the agreement and legal regulations.

Step 4: Notification of results

Haohin will notify the user of the resolution results via email or an appropriate contact method.

If the user does not agree with the result, the parties may continue negotiation or use other dispute resolution methods in accordance with legal regulations.

5. Time limits for receipt and handling

For consumer negotiation requests, Haohin is responsible for receiving and conducting negotiations within 07 working days from the date the request is received.

If Haohin refuses a negotiation request, Haohin will respond in writing and state the reasons within 07 working days from the date the negotiation request is received, in accordance with legal regulations.

For cases requiring additional verification of information from banks, PayPal, service providers or third parties, the actual processing time may depend on the response time of the relevant parties. Haohin will inform the user of the processing status when necessary.

6. Negotiation

Haohin prioritizes resolving disputes with users through negotiation in a spirit of goodwill, cooperation and ensuring the legitimate rights and interests of the parties.

Consumers have the right to send negotiation requests through the address, website or contact method that Haohin has publicly disclosed. Haohin is obliged to receive negotiation requests in accordance with legal regulations.

The negotiation results may be confirmed by email, in writing or in another appropriate form.

Negotiation does not deprive consumers of the right to use other dispute resolution methods in accordance with legal regulations.

7. Mediation, arbitration and Court

If the dispute is not resolved through negotiation, the user and Haohin may choose other dispute resolution methods in accordance with legal regulations, including:

Mediation through an appropriate mediation organization or individual. Arbitration if there is a lawful arbitration agreement and the conditions under legal regulations are met. A competent Court in accordance with legal regulations.

The current Law on Protection of Consumer Rights identifies all four methods—negotiation, mediation, arbitration, and court—as means of resolving disputes between consumers and business organizations or individuals.

Nothing in this Policy is intended to limit the right to complain, denounce, initiate legal proceedings, or request competent agencies or organizations to protect the lawful rights of consumers.

8. Complaints related to payment and refunds

For complaints related to payment, Haohin may require the user to provide:

Transaction code.
Transfer receipt.
Payment time.
Payment amount.
Payment method.
Other necessary information to verify the transaction.

Payment-related matters are also handled in accordance with Haohin's Payment Policy.

Refund requests are considered in accordance with the Refund Policy and the mandatory consumer rights under applicable law.

9. Complaints related to personal data

For complaints related to the collection, use, storage, processing, or protection of personal data, Haohin will handle them in accordance with:

Haohin's Privacy Policy.
Legal regulations on personal data protection.
Other relevant legal regulations.

Haohin may require identity or account ownership verification before providing, modifying, or processing data in order to protect user information.

10. Protection of consumer rights

Haohin does not use this Policy to limit the rights to which consumers are entitled under mandatory legal provisions.

Consumers have the right to complain, denounce, initiate legal proceedings, or request social organizations involved in consumer protection to take measures to protect their rights in accordance with the law.

In the event that any provision of this Policy is inconsistent with mandatory legal provisions on consumer rights protection, the legal provisions shall prevail.

11. Storage and security of complaint information

Information, documents, and personal data provided during the complaint resolution process are used by Haohin to the extent necessary to:

Verify the matter.
Contact the user.
Handle the complaint.
Resolve the dispute.
Fulfill legal obligations.

Personal data processing is carried out in accordance with Haohin's Privacy Policy and applicable law.

12. Contact information

All complaints, requests for negotiation, or matters related to user rights may be sent to:

Platform name: Haohin
Website: Haohin.com
Address: Thon 9, Hoanh Bo, Quang Ninh, Vietnam
Email: hello@haohin.com
Hotline: 0332 173 313