COMPLAINT HANDLING AND DISPUTE RESOLUTION POLICY

GLOBAL-EVISA.COM is responsible for receiving complaints and assisting customers with issues arising from transactions and services provided through the website. When a complaint or dispute occurs, GLOBAL-EVISA.COM prioritizes negotiation, mediation, and amicable resolution between the parties. The complaint-handling procedure is as follows:

Step 1: Submit a complaint

The customer submits a complaint to GLOBAL-EVISA.COM through one of the following channels:

• Email: sales@global-evisa.com

• Hotline: [Customer support hotline]

The complaint should include the customer’s full name, contact details, order or application reference number, a description of the issue, and any relevant documents or supporting evidence.

Step 2: Receive and review the complaint

The Customer Support team receives and reviews the complaint. Depending on the nature and seriousness of the matter, GLOBAL-EVISA.COM will apply appropriate measures to support the customer and resolve the issue.

Step 3: Request supporting information

GLOBAL-EVISA.COM may require the customer and any relevant service provider or third party to provide complete and accurate information regarding the transaction, application, payment, or service concerned.

Both parties must cooperate and provide relevant documents, records, receipts, correspondence, or other evidence upon request.

Step 4: Mediation and dispute resolution

At the request of either party, GLOBAL-EVISA.COM may act as an intermediary to facilitate negotiation and mediation.

GLOBAL-EVISA.COM will review the information and evidence provided by the parties and propose a reasonable resolution in accordance with the website’s policies and applicable law.

Step 5: Referral to competent authorities

Where a complaint or dispute falls outside the authority or ability of GLOBAL-EVISA.COM to resolve, the customer may refer the matter to a competent state authority, consumer protection agency, arbitration body, or court in accordance with applicable law.

Responsibilities of the parties

• GLOBAL-EVISA.COM complies with applicable laws and regulations concerning the protection of customers’ and consumers’ lawful rights and interests.

• GLOBAL-EVISA.COM is responsible for providing clear, accurate, and transparent information regarding its services, fees, processing procedures, and applicable terms and conditions.

• Customers are responsible for providing complete, accurate, truthful, and up-to-date personal information and supporting documents. Any fraudulent, forged, misleading, or unlawful information may result in the suspension or termination of services and may be reported to the competent authorities.

• All parties must actively cooperate in resolving complaints and provide authentic documents or evidence when requested.

• After the complaint has been resolved, the parties may be required to confirm the outcome with the GLOBAL-EVISA.COM administration team.

• Where GLOBAL-EVISA.COM or a relevant service provider is found to be at fault, appropriate corrective measures may be applied, including issuing a warning, suspending services, correcting information, providing compensation or a refund where applicable, or referring the matter to the competent legal authorities.

• If negotiation or mediation is unsuccessful, either party has the right to request the intervention of a competent authority in accordance with applicable law.

Complaint processing time

• GLOBAL-EVISA.COM will provide an initial response within 3 (three) working days from the date on which a complete complaint and all necessary supporting documents are received.

• Complex cases may require additional processing time. Where an extension is necessary, GLOBAL-EVISA.COM will notify the customer of the status of the complaint and the expected resolution process.