1. Our commitment
This policy is provided by Sterick Limited, trading as Vav (“Vav”), a company incorporated in Hong Kong (Company Registration No. 80436340).
Vav accounts on vav.global are for businesses only. We want every business customer, and everyone it authorises to use its account, to have a good experience with Vav. When something goes wrong, we want to hear about it, put it right where we can and learn from it. Making a complaint is free and will never affect how we treat you.
2. What counts as a complaint
A complaint is any expression of dissatisfaction, spoken or written, about Vav, the Platform or a service you accessed through it, where you are looking for us to respond or put something right. If you are not sure whether your issue is a complaint, contact us anyway and we will help.
3. How to complain
- In the app: through the support or help section.
- By email: hello@vav.global, with “Complaint” in the subject line.
Please include your name, the name of the business, the email address registered to the account, a description of what happened, the date, any transaction references, what you would like us to do, and any supporting screenshots or documents. Never send us your password, one-time codes or full card number.
4. What happens next
- Acknowledgement. We will acknowledge your complaint within 2 business days and tell you who is handling it.
- Investigation. We will look into it fairly and thoroughly, review the facts and, where needed, ask you or our partners for more information.
- Response. We aim to send you a full written response within 15 business days. If we need longer, we will tell you why and when you can expect our final response, which will be no later than 35 business days after we received your complaint.
- Putting things right. If we got something wrong, we will apologise, explain what we are doing to fix it and, where appropriate, put you back in the position you would have been in.
5. Complaints about a partner’s service
Vav is a technology layer, and the regulated financial services you use through Vav are provided by our partners (“Partners”). You can always complain to Vav first, even if the issue concerns a service a Partner provides. We will handle your complaint where it relates to the Platform, and where it relates to a Partner’s service we will work with the Partner to resolve it or pass it to them promptly, tell you that we have done so, and keep you informed. The Partner may also respond to you directly in line with its own complaints procedure.
6. If you are not satisfied
If you are not happy with our final response, or we have not responded within the time stated above, you can take your complaint further. Our final response will tell you which of these options apply to you:
- Small Claims Tribunal of Hong Kong. For monetary claims within its limit, the Small Claims Tribunal offers a quick and inexpensive way to resolve disputes without lawyers. Visit judiciary.hk.
- The Partner’s dispute scheme. If your complaint concerns a financial service provided by one of our Partners, such as an account, payment or card service, you may be able to refer it to the ombudsman or dispute resolution scheme that applies to that Partner. The Partner terms in the app, and our final response, will tell you which scheme applies and how to contact it.
- Privacy complaints. If your complaint is about how we handle your personal data, you can contact the Office of the Privacy Commissioner for Personal Data, Hong Kong. Visit pcpd.org.hk.
Using our process first does not affect your legal rights.
7. Accessibility
If you need us to communicate in a different way, need more time, or would like someone to act on your behalf, let us know and we will make reasonable adjustments.
8. How we use complaint information
We keep records of complaints and how they were handled, use them to improve our service, and process any personal data in line with our Privacy Policy.
9. Changes to this policy
We may update this policy from time to time. The current version is always published on this page.