Complaints Policy

Last updated 2026-10-21

If something went wrong with Mokizen — a payment, your Pro plan, your account or the service itself — tell us. This policy explains how to make a complaint, how we handle it and how long it takes. It applies together with our Terms of Service, Payment Policy and Refund Policy.

1. What you can complain about

Anything about Mokizen and Mokizen Pro: payments and charges, renewals, refunds, access to Pro, your account, your saved or published worlds, content decisions, or the quality and availability of the service.

2. How to make a complaint

• Email support@mokizen.com, or use the in-app feedback form (menu ⚙ → Send feedback).
• Tell us the email of your Mokizen account, what happened and when, and what you would like us to do. For a payment, add the date, the amount, the payment method (card via Polar, VietQR, App Store or Google Play) and, if you have it, the receipt; screenshots help.

3. Acknowledgement

We confirm that we have received your complaint within 2 working days. If we need more information we will ask you for it.

4. Investigation and answer

We look into the complaint and send you our answer and what we will do within 7 to 15 working days of receiving it with the information we need. Simple cases are usually answered sooner; if a case needs more time — for example because a payment provider has to check a transaction — we tell you why and when to expect the answer. Where a refund is due, it is made as described in our Refund Policy.

5. Purchases made through Apple or Google

Payments in the iOS and Android apps are taken by Apple and Google, and only they can refund them (reportaproblem.apple.com for the App Store; Google Play's refund request for Play purchases). You can still complain to us about Pro or the service: we will help, and fix anything on our side.

6. If you are not satisfied

If you do not agree with our answer, reply to it and the complaint is reviewed again by the website owner. We try to settle every complaint by negotiation first. If that fails, you may ask the state authority for consumer protection in Vietnam for assistance, use mediation, or take the dispute to the competent court in Vietnam, as Vietnamese consumer-protection law provides.

7. Applicable law

Complaints are handled under the laws of Vietnam, including the Law on Protection of Consumer Rights. If you are a consumer living elsewhere, you also keep the protection of the mandatory laws of your country.

8. Your information

We use what you send us only to handle your complaint, as described in our Privacy Policy (mokizen.com/privacy).

Explore living worlds · Species care guides · Aquascaping guides · What 591 real aquascapes use · 3D aquarium live wallpaper · Open the 3D editor