Complaints & Appeals

If you are dissatisfied with any aspect of our service, we welcome you to raise it through the complaint platform. We take every complaint seriously.

1. Complaint Types

Type	Description	Common examples
Billing complaints	Complaints related to paid tool purchases	Incorrect charges; refund issues; purchase not activated; duplicate charges
Service complaints	Complaints related to customer service and user experience	Staff attitude; slow response; improper handling; unfulfilled promises
Account complaints	Complaints related to account security and permissions	Stolen accounts; login failures; permission errors; data loss
Other complaints	Any other matters requiring a complaint	Contract disputes; privacy concerns; fair-trading issues; others

2. Processing Workflow

1. Submit the complaint — describe the matter and your requested resolution in detail
2. Acceptance and registration — the support team accepts the complaint and logs it
3. Investigation — the facts of the complaint are investigated and verified
4. Resolution and feedback — a resolution is proposed and the outcome is reported back to you

3. Complaint Guidelines

• Please fill in the complaint information truthfully; false complaints may result in corresponding liability
• Complaints must be objective and truthful; fabricating or distorting facts is not permitted
• Please provide valid contact details so we can communicate with you promptly
• We undertake to keep your personal information strictly confidential
• The outcome of your complaint will be notified to you by email or phone

4. FAQ

Q1: How long until I receive a response after filing a complaint?

We will contact you within 1-3 business days of receiving the complaint. Complex complaints may take 5-7 business days to investigate and resolve.

Q2: What materials should I provide?

We recommend providing: a detailed description of the complaint, relevant order or transaction information, evidence such as screenshots or recordings, and your contact details and requested resolution.

Q3: What if I am not satisfied with the outcome?

If you are not satisfied with the outcome, you may request a review within 7 business days of receiving it, and we will assign a dedicated person to re-examine your complaint.

Q4: Will filing a complaint affect my account?

Legitimate complaints will not affect your account. We encourage users to raise issues through proper channels; however, malicious or false complaints are recorded.

5. Other Contact Channels

Channel	Details
Complaint email	kf@unimgr.com
Complaint hotline	086 - 18806888608
Service hours	Weekdays 9:00-18:00

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Last updated: 2026-10-03