1. Purpose

This policy explains how Appifio provides the Service and how we receive and handle complaints, in line with Vietnam’s consumer-protection law, Terms Section 23 (including customers abroad), and the Terms of Service.

It applies to everyone on appifio.com (the product is mainly in English): biolinks, mini sites, landing pages, web apps, PWAs, Appifio Creator, short links, QR, chatbots, and related features. Deadlines run on Vietnam time (UTC+7), unless mandatory law where a consumer lives requires otherwise.

2. The Service

We aim to deliver the Service as described on the site and on the plan you chose. Depending on the plan, that may include:

• Creating and managing biolinks, mini sites, landing pages, web apps, and PWAs;
• Appifio Creator (AI) for layout and content;
• A subdomain or a custom domain, according to the plan;
• Design / custom work if you order it separately;
• SEO help at the level the product actually offers;
• Support via appifio.com/contact. We usually reply within 24 hours on Vietnam business days (Monday-Friday). Paid / enterprise plans may go first. We can work in English or Vietnamese.

The Service is provided “as available.” We do not promise absolute uptime unless a signed SLA says so - see Terms Section 17 and the Disclaimer.

3. Who is responsible for what

Read with the Terms, Disclaimer, AUP, and Privacy Policy.

3.1. Appifio

• Deliver the Service according to the plan and what we publish;
• Protect personal data under the Privacy Policy;
• Receive and handle complaints under Section 5;
• Update the Service and, when we reasonably can, flag material changes.

3.2. You

• Read and follow the Terms, AUP, fees, and plan limits;
• Give accurate information;
• Own the content and Your Work you put on the Service;
• Pay on time for a paid plan;
• Review AI output before you publish.

3.3. What we are not responsible for

• Content you or your End Users post;
• Harm from using the Service against the rules;
• Outages from causes outside our reasonable control (networks, power, vendors, force majeure);
• Inaccurate AI output - see Terms Section 13.

Operational incidents (whether we can fix them or not): we take the complaint, investigate, and decide the outcome - there is no compensation. Compensation only if willful misconduct or a non-waivable user-rights breach is proven: Disclaimer Sections 8 and 12. Nothing here excludes liability Vietnamese law (or mandatory consumer law where you live) does not allow to be excluded (willful misconduct, death or injury caused by our fault, non-waivable consumer rights).

4. Cancelling

You may cancel at any time in the dashboard (if available) or via appifio.com/contact. Refunds follow the Payment & Refund Policy and Terms Section 5 (7 days / 14 days; a 100% refund in 7 days only if AI credits used that month stay at or under 10% of the monthly quota).

5. Complaints

We take complaints in a fair, transparent way, in line with consumer-protection law.

5.1. Where to send them

• Service complaints (preferred): https://appifio.com/contact
• Abuse / content: https://appifio.com/contact?subject=abuse
• Legal / IP: https://appifio.com/contact?subject=legal
• Email: admin@appifio.com
• Phone: +84 388 636 131

Include: account / email, what happened, what you want, and any receipts.

5.2. We received it

We confirm we have the complaint and how we will handle it.

5.3. What we do

Support investigates, finds a cause, and proposes a fix or a refund path if you qualify. We tell you the outcome.

Timing: we aim to finish within 7 business days of having enough information. Complex cases can take longer; we will say why and where things stand.

5.4. If we still disagree

Both sides negotiate or mediate for at least 30 days under Terms Section 23. That does not stop you using Vietnam’s consumer association, a Vietnamese authority, or a mandatory channel where you live as a consumer (Terms Section 23.3). If we still cannot agree, disputes go to the courts in the Terms (default: Vietnamese courts; proceedings in Vietnamese).

6. Related documents

• Terms of Service
• Acceptable Use Policy
• Payment & Refund Policy
• Privacy Policy
• Cookie Notice
• Disclaimer
• Legal / IP reports: appifio.com/contact?subject=legal
• Abuse / content reports: appifio.com/contact?subject=abuse