Complaint Handling Policy

Last updated: 2026-11-02.

This policy sets out the mechanism by which HABIFY COMPANY LIMITED (CÔNG TY TNHH HABIFY, Enterprise Code 0319523808), the operator of CrawlPipe (crawlpipe.com), receives, verifies, and resolves feedback, requests, complaints, and disputes from users, organizations, and third parties. It forms an integral part of the Terms of Service.

1. Scope of application

This mechanism applies to all feedback, requests, and complaints relating to CrawlPipe, including:

Technical errors, API/MCP downtime, webhook delivery failures, or parsing inaccuracies in legal (legal-vn) or procurement (bidding-vn) records;
API unit metering discrepancies, quota enforcement, domestic VND payments (VietQR/PayOS, VNPay, MoMo, ZaloPay), international PayPal subscriptions, refunds, and electronic VAT invoices;
Account access, Habify Account SSO login, organization roles, or account/organization deletion;
Personal data protection requests and complaints under Vietnam's Personal Data Protection Law No. 91/2025/QH15 ("PDPL 91/2025"), including requests to remove any ingested administrative document that names a private individual (văn bản cá biệt);
Reports of abusive conduct, intellectual property concerns, or unlawful use of the Service.

2. Official reception channels

You may submit feedback, requests, or complaints through any of the following official channels (all channels are logged and tracked centrally):

Centralized Support & Ticket Portal (Recommended): https://support.habifyhub.com (available 24/7 with ticket ID tracking and automated SLA escalation)
Live Chat Widget: Integrated directly on the bottom corner of crawlpipe.com
Support & Legal Email: crawlpipe@habifyhub.com (received 24/7)
Hotline: 0367 465 952 (Monday to Friday, 08:00 – 17:30 Vietnam time, GMT+7)
Postal Mail: CÔNG TY TNHH HABIFY, 251D/4 Luu Huu Phuoc, Phu Dinh Ward, Ho Chi Minh City, Vietnam

For complaints concerning billing, API keys, or personal data, please submit your request from the registered email address of your CrawlPipe account so we can verify ownership promptly.

3. Information to include

To help us investigate and resolve your complaint quickly, please provide:

Your full name, registered account email, and organization slug (if applicable);
A clear description of the issue, the timestamp when it occurred, and the resolution you are requesting;
For API/technical issues: the request ID (X-Request-Id / X-Trace-ID), endpoint path, HTTP status code, or natural_key / tbmt_code of the record;
For billing/payment complaints: the transaction reference code, payment date, amount, payment method, and screenshots or bank receipts.

4. Four-step complaint resolution workflow

Every complaint is processed through a transparent 4-step workflow:

Step 1 — Receipt and acknowledgment: Our support system logs your ticket immediately and sends an acknowledgment with a ticket reference number within 24 hours (and no later than 02 working days). If additional evidence is needed, we will notify you promptly.
Step 2 — Verification and audit: Our technical, data, or billing team cross-checks your report against system audit logs, usage_event ledger rows, payment gateway callbacks (payment-service), electronic invoice records (invoice-service), and raw source snapshots (raw_object).
Step 3 — Resolution and response: We send you a written conclusion and execute the agreed remedy (such as crediting API units, activating a plan, processing a refund, re-issuing/adjusting a VAT e-invoice, correcting a parsed legal/bidding record, or removing a văn bản cá biệt record).
Step 4 — Escalation and dispute settlement: If you disagree with the initial resolution, you may reply on the ticket to escalate the case to CÔNG TY TNHH HABIFY management for good-faith re-evaluation and negotiation.

5. Processing timeframes (SLA)

We commit to the following resolution timeframes from the moment complete information is received:

Payment and billing discrepancies (charged without activation or duplicate charge): Verified and resolved within 24–48 working hours.
Personal data requests & văn bản cá biệt removal (PDPL 91/2025): Processed within 72 hours.
Technical & API metering inquiries: Responded to within 24 working hours (resolved within 03–05 working days).
Approved monetary refunds: Disbursed within 15 working days from the date of refund confirmation.
Other formal complaints: Resolved and answered in full within 15 working days. If a complex case requires additional investigation time, we will notify you of the reason and expected completion date before the 15-working-day deadline expires.

6. Governing law and external dispute resolution

We prioritize resolving all disagreements amicably through negotiation and conciliation. Consumers also have the right to seek assistance from competent consumer-protection authorities or the Department of Industry and Trade in accordance with Vietnam's Law on Protection of Consumer Rights. If a dispute cannot be resolved through negotiation within 30 days from the date the complaint was received, either party may bring the dispute before the competent People's Court in Ho Chi Minh City, Vietnam for adjudication under Vietnamese law.