Complaints And Disputes Policy
Home > Complaints And Disputes Policy

Complaints And Disputes Policy

How to provide feedback or lodge a complaint

We want to make sure you enjoy being a customer of and welcome your feedback, be it positive or negative. So if you’re not happy with the service you’re receiving from us, please let our team know as soon as you can so we can start resolving it for you.
1. You can do this in a number of ways: call the team on +86 13517284890 (Monday to Friday 8 am to 9 pm or Saturday from 9 am to 6 pm)
2. Send email to

When to expect a response
Our commitment is to respond to you within five business days. Our aim is to resolve your query or complaint in this timeframe and to resolve your complaint in a fair and reasonable manner. However, where we need more time to find the answer or solution, we will be sure to contact you within five business days to give you an update and advise you of the time within which we expect to find the answer or solution. We will also confirm how frequently you’d like to be updated moving forward. We will acknowledge your inquiry, complaint, or dispute as soon as practicable but within 24 hours of receipt.

We will respond to your query or complaint by phone unless you have told us you would prefer we respond some other way, such as in writing.

When we respond to your query or complaint, we will ask you to let us know whether you are satisfied with our response within 10 business days. If we don’t hear back from you within this time, we will assume the matter has been resolved satisfactorily.