In case of any issues arising related to the translation services or products provided by innoword, innoword will follow the warranty policy explicitly stated in the service contract signed between innoword and the customer. Customers are requested to contact the support department mentioned in the contract or call +82221931787 for assistance.
The warranty period will be mutually agreed upon and specified in the service contract corresponding to the translation services provided.
Once the customer has agreed to the Terms of Use, confirmed the purchase of the service package, and completed the payment process, we are not responsible for reimbursing the value of the service package that the customer has paid for under any circumstances, except in cases where issues or errors from innoword affect the quality of the service.
– Customers using innoword’s services are guaranteed their legal rights, as per the agreement in the contract and legal regulations.
– Any queries or complaints from customers regarding the quality of services are promptly received and resolved with an open and cooperative spirit.
– Statute of limitations for complaints:
+ No more than 90 days for issues related to service quality.
+ No more than 30 days for business-related issues.
+ Receipt and resolution of customer complaints are documented and responded to in writing, in compliance with current legal regulations.
Step 1: Receive feedback, complaints
When there are queries or complaints about service quality, customers can contact innoword through the following means:
– Directly meet the Customer Care Department at the Hanoi offices.
– Call +82221931787.
– Send an email to: saltlux@inno-word.com.
– Note: In the email or complaint form, please clearly state the content of the feedback, complaint, request for resolution, and provide related documents and information about the service and its use.
Step 2: Resolve
– If customers contact us directly, innoword will create a “Receipt Form” – recording the incident details, feedback, and customer requests.
– Immediately after receiving or receiving the customer’s email or form, innoword will verify and check the feedback content. Within 72 hours, innoword will provide a response letter (if the issue has been resolved or additional information is needed) and/or an invitation letter to the customer – to directly work and resolve the complaint. For complex cases, involving multiple parties, or requiring time for verification and resolution, the resolution time may be extended, but not exceeding 20 days.
– Provide complete and accurate information about the translation services offered by innoword in the contract.
– Ensure the accuracy and honesty of the information about the translation services provided on the Website.
– Fulfill all tax obligations as prescribed by law.
– Answer user queries and difficulties during the use of the services.
– Ensure the quality of translation services as committed in the contract, including accuracy and timeliness.
– Provide complete and accurate documents and information related to the translation project so that innoword can perform the service optimally.
– Fully pay innoword the amount as per the order along with the prescribed invoices and documents (if any).
– Support and provide complete information to innoword related to transactions when innoword requests.
– Comply with the regulations and procedures related to the services as specified by innoword in the service contract.
For any inquiries, please contact:
Phone: +82221931787
Email: saltlux@inno-word.com
Address: Vien Dong Building, 36 Hoang Cau, Hanoi, Vietnam
HEAD OFFICE
Hyodong Building, 17, Samseong-ro 75-gil, Gangnam-gu, Seoul
VIETNAM OFFICE
Vien Dong Building, 36 Hoang Cau, Hanoi, Vietnam
PHONE
