COMPLAINT HANDLING POLICY

ARTICLE 1. PURPOSE AND SCOPE OF APPLICATION

This Policy regulates the process of receiving, classifying, and resolving complaints and disputes arising Tranh chấp phát sinh trong quá trình sử dụng Dịch vụ mạng xã hội MAYogu (during the use of the MAYogu Social Network Service). The Policy aims to protect the legitimate rights and interests of Users while maintaining a healthy, fair, and transparent community environment.

This Policy applies to all Users, Content Creators, Group Owners, and Administrators utilizing the MAYogu Service. This Policy constitutes an integral and inseparable part of the MAYogu Social Network Service Provision and Use Agreement.

ARTICLE 2. CLASSIFICATION OF COMPLAINTS

MAYogu classifies complaints into three main categories as follows:

2.1. Category 1: Content-Related Complaints

This category includes all reports regarding content posted, shared, or livestreamed on the Platform, specifically including:

·         Copyright and Intellectual Property Infringement: Content that unauthorizedly uses images, music, videos, literary works, or any intellectual property of a third party without valid permission.

·         Harassment and Hate Speech: Content that insults dignity or honor; discriminates based on gender, race, religion; uses hate speech; or incites violence.

·         Fake News and Misinformation: Unfounded, fabricated, or distorted information that has the potential to cause public confusion or panic.

·         Harmful Content: Violent, pornographic, or national security-infringing content, or content that violates Article 8 of the Law on Cyber Security No. 24/2018/QH14.

·         Fraudulent Content: Deceptive advertising, impersonation of organizations or individuals, or hosting activities with signs of property fraud/scams.

2.2. Category 2: Financial Transaction Complaints

This category includes disputes related to Virtual Items and financial transactions on the Platform:

·         Coin Transaction Disputes: Account balance has been deducted but the accumulated Coins are not updated; or the top-up transaction was successful but not recorded by the system.

·         Wood Transaction Disputes: A User has spent Wood to unlock a Content Creator's Digital Content, but: (i) the Content Creator fails to provide the content; (ii) the content is removed before the committed deadline; or (iii) the content severely deviates from its description.

·         Diamond Disputes: Group Owners contesting the reconciliation results or classification of Diamonds; or disputes regarding deductions or Diamond confiscation decisions made by MAYogu.

·         Virtual Item Technical Glitches: Detection of Virtual Items being incorrectly added or missing due to system errors.

2.3. Category 3: Complaints Regarding Content Creator Demeanor

This category records feedback on the conduct of Content Creators (including Group Owners and Administrators) toward Users within Community Groups:

·         Unprofessional Attitude: Content Creators using abusive, discriminatory, or derogatory language toward Group members.

·         Unfulfilled Commitments: Content Creators failing to execute or improperly executing announced commitments regarding the benefits of paid members.

·         Abuse of Management Power: Content Creators or Administrators removing members, deleting comments, or unreasonably interfering without a legitimate justification.

·         Lack of Transparency: Content Creators failing to disclose or intentionally concealing information that affects the benefits of members.

ARTICLE 3. VIOLATION REPORTING MECHANISM

3.1. Guidelines for Using the "Report" Feature

Users can submit a violation report directly within the Application by following these steps:

1.     Step 1: Identify the object to be reported: post, comment, video, livestream, user profile, or Community Group.

2.     Step 2: Tap the ellipsis icon (...) or the "Report" button located on the content or profile.

3.     Step 3: Select the appropriate reason for reporting from the suggested list (Violence, Pornography, Fake News, Copyright, Harassment, Spam, Fraud, Other).

4.     Step 4: Provide an additional description (optional) and attach evidence if available.

5.     Step 5: Tap "Submit Report". The system will acknowledge receipt and process it.

3.2. Whistleblower Anonymity and Confidentiality

MAYogu is committed to protecting the rights and identity of Users who report violations. The following confidentiality principles apply:

·         The reporter's identity is kept strictly confidential. MAYogu will not disclose the reporter's information to any party, including the reported party, except when requested in writing by competent State authorities.

·         The reported party will only be notified that their content or behavior has been reported, but will not be informed of the reporter's identity.

·         The reporter shall not suffer any retaliation, backlash, or restriction of rights from MAYogu for making a good-faith report.

·         In cases of malicious, intentionally false, or defamatory reporting aimed at harming others, MAYogu reserves the right to apply corresponding disciplinary actions against the reporter.

ARTICLE 4. PROCESSING TIMELINE

To comply with legal regulations and protect User rights, MAYogu guarantees the following maximum resolution timelines for each specific type of complaint:

Note: For content violating Article 8 of the Law on Cyber Security No. 24/2018/QH14, MAYogu is legally obligated to block and remove the content within 24 hours of receiving a request from competent State authorities or from a user with valid grounds.

ARTICLE 5. VIOLATION HANDLING MEASURES

Depending on the severity, frequency of repetition, and nature of the violation, MAYogu applies the following enforcement actions:

5.1. Principles for Applying Enforcement Measures

·         Enforcement measures are selected based on the severity, frequency, and nature of the violation. MAYogu prioritizes a progressive disciplinary approach (from light to severe), except for egregious violations that require immediate, severe action.

·         Accounts temporarily suspended 3 or more times that continue to commit violations will be permanently locked pursuant to Article 5.7 of the Service Provision and Use Agreement.

·         Accounts posting content that threatens national security will be permanently locked immediately without progressing through lighter disciplinary steps.

·         MAYogu will notify the disciplined User of the reason and form of enforcement within 24 hours of implementation via email or in-app notification.

5.2. Handling Transaction Fraud

·         If a User is found engaging in refund/chargeback fraud to profit after having consumed the corresponding Coins, MAYogu reserves the right to deduct an equivalent amount of Coins, freeze or permanently lock the Account, and revoke the benefits of the Content Creator associated with that transaction.

·         If a Group Owner is found to possess Diamonds originating from fraudulent transactions, refunded Coins, or illegal activities, MAYogu will conduct a reconciliation and confiscate the invalid Diamonds in accordance with the process outlined in Article 7.7 of the Service Provision and Use Agreement.

ARTICLE 6. APPEAL PROCESS

If you believe that MAYogu’s enforcement decision is inaccurate or inconsistent with the facts, you have the right to request a re-evaluation. MAYogu always listens and commits to fairly reviewing all user feedback.

Step 1: Submit a Re-evaluation Request
• Deadline: Within 15 working days from the date of receiving MAYogu's enforcement notice.
• Channel: Email support@mayogu.com with the subject line: "[RE-EVALUATION] - Account ID - Date of Enforcement".
• Required Information: Full name and Account ID; reasons why you believe the decision was inappropriate; supporting screenshots or evidence (if any); and your proposed solution (if any).

Step 2: Receipt and Acknowledgment
• Within 48 hours, MAYogu will send a confirmation email containing a tracking code so you can easily monitor the progress.
• The request will be handled by an independent review team to ensure objectivity.

Step 3: Review and Decision
• Review Timeline: Maximum of 10 working days from the date of acknowledgment.
• During this period, if deemed necessary, MAYogu may temporarily restore partial account access to protect your legitimate interests.
• MAYogu will respond with the final decision via electronic document, clearly stating the reasons and grounds.

Step 4: Appellate Outcome
• If the appeal is successful, the enforcement decision will be revoked or mitigated; affected benefits and Virtual Items will be restored accordingly.
• MAYogu will provide a full explanation, and you may pursue further feedback through appropriate legal channels if desired.

ARTICLE 7. PRINCIPLES OF FAIRNESS AND TRANSPARENCY

·         MAYogu pledges to execute the complaint resolution process in a fair, objective, and clearly grounded manner. All enforcement decisions will be communicated alongside specific reasons.

·         Users shall not face discrimination during the complaint resolution process based on gender, race, religion, activity level, or the volume of Virtual Items they hold.

·         MAYogu utilizes a hybrid system combining automated AI and human moderation teams to review violation reports. For severe enforcement decisions (temporary suspension, permanent ban, Diamond confiscation), an authorized human moderator must review and confirm the action before execution.

·         Users have the right to request an explanation regarding the basis of any enforcement decision through official support channels.

ARTICLE 8. ENFORCEMENT PROVISIONS

This Policy is effective as of the date stated at the top of the document and supersedes all previously issued complaint resolution regulations. MAYogu reserves the right to amend or supplement the contents of this Policy at any time to align with legal changes or operational demands, providing at least 15 days' advance notice for significant modifications.

For any inquiries regarding this Policy, please contact:
MAYogu User Support Department
Email: support@mayogu.com