PROCEDURE FOR RECEIVING AND HANDLING FEEDBACK, REQUESTS, COMPLAINTS, AND APPEALS

Applicable to the Blogbio Platform

PREAMBLE

This Policy sets out the procedures for receiving, verifying, processing, responding to, and resolving feedback, support requests, complaints, violation reports, and appeals arising from the use of the Blogbio platform, which is developed and operated by Metaconex Ltd (“Metaconex”).

Requests shall be received and resolved in accordance with the principles of objectivity, transparency, proper authority, procedural compliance, and confidentiality of information relating to the parties involved.

1. SCOPE OF APPLICATION

This Policy applies to all individuals, organizations, or lawful representatives who submit feedback, support requests, complaints, or appeals relating to the use of the Blogbio platform.

Requests accepted under this Policy include, but are not limited to, matters relating to:

• Account registration and verification;

• Email address or telephone number verification;

• OTP verification;

• Login issues;

• Loss of access;

• Account recovery;

• Website creation and management;

• Domain name management;

• Content publication;

• Website administration;

• Payments;

• Invoices;

• Service renewals;

• Refunds;

• Personal data;

• Privacy;

• Reports of violating content;

• Intellectual property rights;

• Service quality;

• Other issues arising directly from the use of Blogbio.

This Policy does not apply to disputes arising entirely outside the scope of Blogbio’s services or to matters for which Metaconex is not responsible under the Terms of Service.

2. PRINCIPLES FOR RECEIVING AND HANDLING REQUESTS

Metaconex receives and handles feedback, requests, and complaints in accordance with the following principles:

2.1 Equal Treatment

All Users have the right to submit support requests or complaints without discrimination.

The scope and level of support may vary depending on the applicable service plan or support policies published from time to time.

2.2 Verification Before Action

Metaconex shall only make changes relating to an account, data, or access rights after the identity and authority of the requester or lawful representative have been validly verified.

Where necessary, Users may be required to provide additional information or documents for verification purposes.

2.3 Objectivity and Transparency

Each request shall be reviewed based on:

• Information provided by the User;

• System logs;

• Transaction information;

• Technical data;

• Content available on the platform;

• Blogbio’s policies;

• Applicable laws and regulations.

The resolution of a request shall not be influenced by subjective considerations or the interests of any particular party.

2.4 Prioritization Based on Impact

Incidents that may have a significant impact on Users or the system shall be given priority, including:

• Loss of administrative access to an account;

• Personal data breaches;

• Risk of data loss;

• Security incidents;

• Widespread service disruptions;

• Payment transactions showing signs of irregularity.

2.5 Confidentiality

Information relating to the requester, the reported party, and other involved parties shall be protected in accordance with the Privacy Policy and applicable law.

Only authorized personnel or departments may access case-handling records.

2.6 Good-Faith Cooperation

Metaconex and Users are responsible for cooperating throughout the handling process.

Users are required to:

• Provide truthful and accurate information;

• Respond to requests for additional information within a reasonable period;

• Refrain from submitting forged or falsified documents;

• Refrain from abusing the complaint procedure to disrupt system operations or infringe upon the lawful rights and interests of other organizations or individuals.

3. OFFICIAL CHANNELS FOR SUBMITTING REQUESTS

Users may submit requests through one of Blogbio’s official support channels.

Each valid request shall be recorded by the system or the support department and assigned a request reference number for tracking and retrieval purposes.

4. REQUIRED DOCUMENTS AND INFORMATION

To facilitate timely processing, Users should provide complete information appropriate to the nature of each request.

4.1 Basic Information

The requester should provide the following information:

• Full name or organization name;

• Registered email address;

• Telephone number, if applicable;

• Blogbio account ID;

• Relevant website name or domain name;

• URL of the relevant content or website, if applicable;

• A detailed description of the matter;

• The date and time when the issue occurred;

• The desired outcome.

4.2 Supporting Documents

Depending on the circumstances, Metaconex may request that the User provide one or more of the following:

• Screenshots;

• Videos recording the error or issue;

• System error codes;

• Invoices or proof of payment;

• Transaction confirmation emails;

• Documents proving ownership;

• Letters of authorization;

• Identity verification documents;

• Other information relevant to the matter.

4.3 Responsibility for Providing Information

Users are responsible for ensuring that all information provided is accurate, truthful, and complete.

Metaconex may request additional documentation or suspend the handling process where the information provided is insufficient for verification or appears to be inaccurate, misleading, or falsified.

Failure to provide additional documents or information within a reasonable period may result in the request being suspended or closed in accordance with Blogbio’s handling procedures.

5. REQUEST CLASSIFICATION AND PRIORITY LEVELS

To ensure that requests are handled by the appropriate specialists and within a suitable timeframe, Metaconex classifies requests according to operational category and priority level.

5.1 Classification by Request Category

Requests submitted to Blogbio may be classified into one or more of the following categories:

a. User Support

This includes:

• Guidance on using features;

• Website configuration;

• Interface management;

• Domain name management;

• Guidance on publishing content;

• Guidance on using Blogbio tools.

b. Account and Security

This includes:

• Account registration;

• Email address or telephone number verification;

• OTP verification;

• Forgotten passwords;

• Loss of access;

• Suspected account compromise;

• Changes to security information;

• Account locking or unlocking.

c. Technical Issues

This includes:

• Inaccessible websites;

• Display errors;

• Publishing errors;

• File upload errors;

• Data synchronization errors;

• System errors;

• API errors;

• Performance issues.

d. Payments and Services

This includes:

• Payments;

• Invoices;

• Renewals;

• Service plan upgrades or downgrades;

• Refunds;

• Irregular transactions;

• Service activation.

e. Privacy and Personal Data

This includes:

• Requests for access to personal data;

• Data rectification;

• Data deletion;

• Restriction of data processing;

• Objections to data processing;

• Requests relating to the Privacy Policy.

f. Prohibited or Violating Content

This includes:

• Unlawful content;

• Impersonation;

• Fraudulent or deceptive content;

• Intellectual property infringement;

• Privacy violations;

• Distribution of malware;

• Spam;

• Content prohibited under Blogbio’s Content Policy.

g. Complaints and Appeals

This includes:

• Complaints against handling decisions;

• Complaints regarding website suspension;

• Complaints regarding account suspension;

• Appeals against handling outcomes;

• Feedback regarding support quality.

5.2 Priority Levels

To optimize response and handling times, requests are classified into four priority levels.

Metaconex reserves the right to adjust the priority level where, during the handling process, the actual impact of a request is found to differ from the information initially provided.

6. STANDARD HANDLING PROCEDURE

All feedback, requests, and complaints shall be handled in accordance with the following standardized procedure.

Step 1. Receipt

The support department shall record:

• The date and time of receipt;

• The submission channel;

• The requester’s information;

• The content of the request;

• Any accompanying documents.

Upon receipt, the system or support personnel shall generate a request reference number (“Ticket ID”) for tracking purposes.

Step 2. Acknowledgment

Metaconex shall send an acknowledgment confirming receipt of the request through an appropriate communication channel.

Where the submitted information is incomplete, the User shall be instructed to provide the necessary additional information or documents.

Step 3. Verification

Depending on the nature of the matter, Metaconex may:

• Verify identity;

• Verify account ownership;

• Review payment information;

• Review login history;

• Review system logs;

• Verify URLs;

• Verify ownership of content;

• Verify legal information.

Step 4. Classification

Following the initial verification, the request shall be assigned to the appropriate specialist department.

Classification shall be based on:

• The nature of the matter;

• The level of impact;

• The scope of effect;

• The priority level;

• The authority responsible for handling the matter.

Step 5. Investigation and Assessment

The relevant specialist department shall:

• Analyze data;

• Review system logs;

• Examine activity history;

• Reconcile transactions;

• Assess supporting evidence;

• Apply Blogbio’s policies and relevant legal requirements.

Where necessary, Metaconex may contact the User for clarification or request additional information.

Step 6. Interim Measures, Where Necessary

To minimize damage or protect the system, Metaconex may apply interim measures in accordance with Section 9 of this Policy.

The application of interim measures shall not constitute a final determination of the matter.

Step 7. Handling Decision

Upon completion of the verification process, Metaconex shall determine an appropriate course of action.

Depending on the circumstances, the resolution may include:

• Providing remedial guidance;

• Restoring access rights;

• Correcting or adjusting data;

• Activating services;

• Issuing a refund, where eligibility requirements are met;

• Removing content;

• Temporarily suspending or terminating an account;

• Rejecting the request and providing reasons for the rejection.

Step 8. Response

The handling outcome shall be communicated to the User through one or more registered communication channels.

The response may include:

• The request reference number;

• A summary of the matters reviewed;

• The handling outcome;

• The applicable grounds or basis;

• Further instructions;

• The right to appeal, where applicable.

Step 9. Request Closure

A request may be closed where:

• The matter has been resolved;

• The User confirms completion;

• The User fails to provide requested additional information within a reasonable period;

• The request falls within a category subject to rejection under this Policy.

Following closure, the case records may continue to be retained in accordance with Metaconex’s data management requirements.

7. HANDLING TIMEFRAMES

Metaconex endeavors to process requests as promptly as possible. The timeframes below represent standard target processing times and may vary depending on the nature and complexity of each matter.

Where a matter is complex, involves multiple parties, or requires verification with a service provider, Metaconex may extend the processing period and shall notify the User of the reason for the extension and the anticipated completion timeframe.

8. HANDLING PROCEDURES BY CASE CATEGORY

8.1 Accounts and Security

For requests relating to accounts or security, Metaconex may take the following steps:

• Verify account ownership;

• Assess the level of risk;

• Temporarily suspend login sessions or the account, where necessary;

• Review login history and changes to account information;

• Restore access after successful verification;

• Require the User to change their password and update security information.

8.2 Payments and Refunds

For financial transactions, Metaconex shall:

• Review the relevant order and transaction information;

• Reconcile the transaction with the payment service provider;

• Determine the cause of the issue;

• Activate the service, adjust the transaction, or issue a refund where the applicable conditions are satisfied;

• Notify the User of the outcome and the estimated completion time.

8.3 Privacy and Personal Data

For requests relating to personal data, Metaconex shall:

• Verify the identity of the requester;

• Determine the scope of the relevant data;

• Assess the legal basis of the request;

• Provide access to, rectify, restrict the processing of, or delete the data where the applicable conditions are satisfied;

• Notify the User of the outcome or explain why the request cannot be fulfilled in whole or in part.

8.4 Violating Content

For reports of violating content, Metaconex shall:

• Review the reported URL or content;

• Assess the evidence provided by the relevant parties;

• Evaluate the matter against Blogbio’s Content Policy and applicable law;

• Apply appropriate measures, including retaining, restricting, removing the content, or disabling the website where necessary;

• Notify the relevant parties of the outcome to the extent permitted by law and applicable confidentiality obligations.

9. INTERIM MEASURES AND PRESERVATION OF EVIDENCE

9.1 Principles of Application

During the verification and handling of feedback, requests, or complaints, Metaconex may apply one or more interim measures in order to:

• Protect the integrity of data;

• Prevent further loss or damage;

• Maintain system security;

• Protect the lawful rights and interests of Users, Metaconex, and third parties;

• Facilitate investigations, verification, or compliance with requests from competent government authorities.

The application of interim measures shall not be interpreted as a final determination as to whether a violation has occurred.

9.2 Interim Measures

Depending on the nature and severity of the matter, Metaconex may apply one or more of the following measures:

For Accounts

• Temporarily suspend the account;

• Force logout from all active sessions;

• Temporarily suspend administrative privileges;

• Require identity re-verification;

• Require a password change;

• Temporarily disable certain features that may be subject to misuse.

For Websites

• Temporarily hide the website;

• Temporarily suspend content publication;

• Temporarily disable the domain name;

• Temporarily suspend public access;

• Restrict certain administrative functions.

For Content

Metaconex may:

• Temporarily hide posts;

• Temporarily lock images, videos, or files;

• Prevent further sharing;

• Restrict editing capabilities;

• Retain copies for verification purposes.

For Transactions

Metaconex may:

• Temporarily suspend service activation;

• Place a refund request on hold;

• Temporarily suspend changes to the service plan;

• Suspend the processing of transactions showing signs of fraud.

9.3 Preservation of Evidence

During the handling of a matter, Metaconex may retain information necessary for verification, including but not limited to:

• System logs;

• IP addresses;

• Device information;

• Access times;

• Login history;

• Activity history;

• Screenshots;

• Transaction data;

• Metadata;

• Copies of content;

• Technical log files;

• Other relevant information.

Such data shall only be used for handling the matter, protecting the system, or complying with legal obligations.

10. NOTIFICATION OF OUTCOMES AND APPEALS

10.1 Notification of Handling Outcomes

Upon completion of the review process, Metaconex shall notify the User of the outcome through one or more registered communication channels.

The outcome notice may include:

• The request reference number (“Ticket ID”);

• A description of the matter;

• The verification findings;

• The handling decision;

• The applicable grounds under the Terms of Service, Blogbio’s policies, or applicable law;

• The measures taken;

• Further instructions, where applicable;

• The right to appeal and the applicable appeal period.

Where full disclosure of information may affect system security, another person’s privacy, or a request from a competent government authority, Metaconex may limit the scope of the information provided.

10.2 Right to Appeal

Users have the right to submit an appeal where they believe that the handling outcome is inappropriate or where new grounds or evidence should be considered.

An appeal must be submitted within fifteen (15) days from the date on which the User receives the outcome notice, unless otherwise provided by law.

10.3 Appeal Documents

An appeal submission should include:

• The assigned request reference number;

• Account information;

• The content of the appeal;

• The reasons for disagreeing with the handling outcome;

• Additional documents or evidence, if any.

Metaconex may require the User to provide additional documents for the review.

10.4 Appeal Review Procedure

The appeal shall be referred to the competent department for a full reassessment of the case file.

To the extent permitted by Metaconex’s organizational structure, the appeal shall be reviewed by personnel or a department that was not directly responsible for the initial handling decision in order to ensure objectivity.

Upon completion of the review, Metaconex shall provide the outcome in writing or through its official communication channels.

The appeal decision shall constitute Blogbio’s final internal determination and shall not restrict the right of any party to seek resolution from a competent government authority or court in accordance with applicable law.

11. REJECTION, CLOSURE OF REQUESTS, AND PREVENTION OF ABUSE

11.1 Grounds for Rejection

Metaconex reserves the right to refuse to receive or process a request in any of the following circumstances:

• The information provided remains incomplete after a reasonable request for additional information has been made;

• There is insufficient basis to verify the requester’s identity or authority to act;

• The requester is not the account holder and cannot demonstrate a relevant lawful interest;

• The matter has already been resolved and no new facts or evidence have been provided;

• The request falls outside the scope of Blogbio’s services;

• The request would require Metaconex to engage in unlawful conduct or infringe upon the lawful rights and interests of another organization or individual;

• The request shows signs of fraud, impersonation, falsification, or intentional misrepresentation.

11.2 Closure of Requests

A request may be closed in any of the following circumstances:

• The matter has been resolved;

• The User confirms that they no longer wish to proceed;

• The User fails to respond or provide additional information within the notified period;

• There is no longer any subject matter requiring action;

• A decision or request from a competent authority changes the scope of Metaconex’s handling responsibilities.

Closure of a request shall not prevent the User from submitting a new request where new facts or evidence arise.

11.3 Prevention of Abuse

To maintain service quality and system security, Metaconex may take necessary measures in response to abuse of the support or complaint-handling process.

Abusive conduct includes, but is not limited to:

• Submitting multiple duplicate requests for the purpose of overloading the system;

• Intentionally providing forged documents or false information;

• Impersonating another person;

• Using insulting, threatening, or harassing language toward support personnel;

• Exploiting the support process to unlawfully obtain internal information;

• Obstructing the handling process or adversely affecting the lawful rights and interests of others.

Depending on the nature and severity of the conduct, Metaconex may:

• Consolidate duplicate requests;

• Limit the frequency of request submissions;

• Temporarily suspend access to certain support channels;

• Temporarily suspend the relevant account;

• Apply other measures in accordance with the Terms of Service or applicable law.

12. CONFIDENTIALITY AND RECORD RETENTION

12.1 Confidentiality Principles

Metaconex is committed to protecting information relating to feedback, support requests, complaints, and appeals in accordance with Blogbio’s Privacy Policy and applicable law.

Such information shall only be collected, used, and retained to the extent necessary to:

• Verify information;

• Resolve the matter;

• Protect the lawful rights and interests of the relevant parties;

• Maintain system security;

• Improve service quality;

• Comply with legal obligations.

12.2 Scope of Access

Only individuals, departments, or entities assigned by Metaconex may access case-handling records.

Access rights shall be granted in accordance with the need-to-know principle and the principle of least privilege in order to minimize access to information beyond the scope of assigned duties.

12.3 Information Sharing

To the extent necessary, Metaconex may share information relating to a matter with:

• Technical service providers;

• Payment service providers;

• Hosting or technology infrastructure providers;

• Legal advisers;

• Auditors;

• Authorized partners;

• Competent government authorities as required by law.

Such sharing shall be limited to what is necessary to resolve the matter or comply with legal obligations.

12.4 Record Retention Period

Request and case-handling records shall be retained for as long as necessary to:

• Provide support services;

• Resolve disputes;

• Protect the lawful rights and interests of the relevant parties;

• Conduct internal audits;

• Fulfill accounting, tax, or sector-specific legal obligations;

• Maintain information security.

Upon expiry of the applicable retention period, or where there is no longer a lawful purpose for processing, Metaconex may delete, destroy, or anonymize the data in accordance with the Privacy Policy and its internal data management procedures.

13. DISPUTE RESOLUTION

13.1 Resolution Principles

Metaconex encourages the parties to prioritize dialogue, negotiation, and good-faith cooperation in resolving disputes in order to achieve a prompt and cost-effective solution while protecting the lawful rights and interests of all parties.

13.2 Resolution Procedure

Where a dispute arises in connection with the use of Blogbio, the parties shall prioritize the following sequence:

1. Direct discussion and negotiation;

2. Receipt and handling under Blogbio’s complaint procedure;

3. Mediation, where mutually agreed by the parties;

4. Referral to a competent government authority or court in accordance with applicable law.

Use of Blogbio’s internal process shall not restrict the User’s right to submit a complaint, denunciation, or legal claim in accordance with applicable law.

13.3 Governing Law

Any dispute arising in connection with the use of Blogbio shall be resolved in accordance with applicable law and by the competent authority having jurisdiction.

14. POLICY UPDATES

Metaconex reserves the right to amend, supplement, or update this Policy where necessary, including but not limited to circumstances involving:

• Changes in applicable laws or regulations;

• Changes to the business model, products, or services;

• Changes to technical procedures;

• Changes to service providers;

• System upgrades;

• Enhanced security or risk management measures;

• Other circumstances necessary to ensure stable operations and legal compliance.

The updated version shall be published on the Website or communicated through Blogbio’s official notification channels.

Where an amendment materially affects Users’ rights or obligations, Metaconex shall provide appropriate notice before the updated version takes effect, unless otherwise provided by law.

A User’s continued use of the services after this Policy has been updated shall constitute acknowledgment that the User has read, understood, and agreed to the amended content, unless otherwise provided by law.

15. FINAL PROVISIONS

This Policy forms an integral part of the Blogbio Terms of Service.

In the event of any inconsistency between this Policy and any mandatory provision of applicable law, the applicable legal provision shall prevail.

If any provision of this Policy is determined by a competent authority to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

This Policy is made in the Vietnamese language. Where a translation into another language is provided, the Vietnamese version shall prevail in the event of any discrepancy in meaning or interpretation, unless otherwise required by law.