Complaints procedure
In plain English
Email us and a person reads it. We aim to reply within one working day and to settle billing questions within five.
If our answer is not good enough, say so and it goes to whoever runs the service. There is no charge for any of this, and nothing here reduces the rights your own country's law gives you.
1. How to reach us
Email support@schoolory.com — this is the fastest route and the one we recommend. Tell us which school you are and what happened.
Telephone 0896 670 788 (+84 896 670 788) during business hours, or write to us at No. 25, Alley 8, Lane 260 Cau Giay Street, Cau Giay Ward, Hanoi, Vietnam.
Customers with an account can also use the Help section inside the app, which reaches the same inbox with your workspace already identified.
2. What happens, and when
We acknowledge every complaint within one working day.
Billing and refund questions get a decision within five working days of us having the information we need. Requests about personal data are answered within five working days.
If something needs more digging than that, we tell you why and when to expect an answer, and that will not be more than fifteen working days.
3. If our answer is not good enough
Say so in reply and the case goes to the person responsible for the service, who looks at it again rather than restating the first answer.
If we still cannot agree, we would rather negotiate in good faith than let it sit. Where that fails, either side may take it to the competent authority or the courts under Vietnamese law.
4. Complaints about a charge
Payments are taken by Paddle as merchant of record, so your bank statement shows Paddle rather than Schoolory. Send the complaint to us, not to Paddle: we decide refunds and they carry them out.
The refund policy sets out which situations are always refunded — billing mistakes have no time limit and are not discretionary.
5. Cost, and your legal rights
Raising a complaint is free. We do not charge for handling one at any stage.
Nothing in this procedure reduces any right you have under consumer protection law. Where the law gives you more than this page does, the law wins.