Complaints & requests

How to reach us

Email (online, 24/7): support@mimicspanish.com — the main channel; please write from your account email.

Feedback form (online, 24/7): the “Feedback” button on every page, or /feedback. Signed-in users can attach the page they were on.

Phone: 0357975232, business hours (Mon–Fri, 9:00–18:00, Vietnam time).

Post: GROOWING COMPANY LIMITED, 6th Floor, Viet A Building, No. 9 Duy Tan Street, Cau Giay Ward, Hanoi.

Procedure

Step 1 — Submit: describe the problem, the account email, and for payment issues the payment time and amount or the order number.

Step 2 — Acknowledge: we confirm receipt by email with a reference, within the initial-response time below.

Step 3 — Review: we check logs, orders and payment records, and may ask you for more details or a screenshot.

Step 4 — Resolve: we fix the issue, activate or extend the plan, or refund, and tell you the outcome and the reason by email.

Step 5 — Escalate: if you disagree with the outcome, reply to the same email within 7 days; a second reviewer re-examines the case and answers within 5 business days. Unresolved disputes are settled by negotiation, mediation, or a competent Vietnamese authority.

Response times by issue type

Payment or Premium not activated: first response within 1 business day; resolved within 3 business days (activation or full refund).

Technical fault (feature not working, wrong scoring, audio missing): first response within 2 business days; fix within 7 business days; if it takes longer, we extend your Premium period.

Content issues (errors in a lesson, inappropriate content): first response within 3 business days; corrected within 10 business days.

Personal data requests (access, export, correction, deletion, complaint about data use): first response within 3 business days; completed within 15 business days, as provided by law.

Other requests: first response within 3 business days; resolved within 15 business days. Complex cases may take longer; we tell you the new date.

Tools that help resolve cases

Profile page: see your plan, orders, export your data, delete your account.

Order records and payment-gateway logs (Polar) to reconcile payments.

Practice logs to verify scoring or progress issues (no voice audio is stored).

All complaints are recorded with a reference and kept until closed plus 24 months.

Company information

GROOWING COMPANY LIMITED. 6th Floor, Viet A Building, No. 9 Duy Tan Street, Cau Giay Ward, Hanoi. Tax code: 0111583815, issued by Hanoi Department of Finance on 28/07/2026. Email: support@mimicspanish.com. Phone: 0357975232.