Complaint Resolution

1. Contact us directly

Most issues can be resolved quickly by contacting our support team. Please email support@haavisa.com with:

• Your transaction ID (TXN-xxxxx)
• A clear description of the issue
• Any relevant screenshots or supporting information

We aim to acknowledge all complaints within one business day and provide a resolution or substantive update within five business days.

2. What we'll investigate

We will review the specific circumstances of your case, including:

• Application submission and status timeline
• Document handling and review
• Communications and notifications sent
• Payment processing and fee breakdown
• Service tier and processing commitments

3. Resolution

After our investigation, we will provide you with:

• A summary of our findings
• The steps we have taken or will take to address the issue
• Any applicable remedies (e.g., a refund where our Refund Policy provides for one)

4. If you are not satisfied

If you are not satisfied with our resolution, you may escalate your complaint to our operations lead by replying to your case thread and requesting escalation. An escalated review will be conducted within ten business days by a senior team member not involved in the original case.

Depending on your jurisdiction, you may also have rights to raise a complaint with your local consumer protection authority or data protection regulator.