Customer Complaint Procedure

How do I make a complaint?

We are sorry you did not get the service you would expect from Orokii. To make a complaint, please send us an email and include:

• the email address you use to register with Orokii
• the payment order number(s) if your complaint is about a specific payment
• what your complaint is about
• what you would like us to do to fix it

What happens after I make a complaint?

Orokii will:

• email you that we got your complaint
• ask for any extra information if we need it
• investigate your case and your concerns, referring to the Terms and Conditions
• email you to explain what actions we took and why

We will investigate your case as quickly as possible and will send you a final response within the timeframe listed for your region.
Your region is based on the address you have on your Orokii account:

• US: We will inform you if we cannot send a final response within ten working days. Sometimes, it can take up to 90 days to check your case.

What if I am not happy with the response?

If you are unhappy with our final response, you can forward your complaint to the dispute body in your region.