PANCAKE COMPANY LIMITED is responsible for receiving and handling customer complaints related to transactions on the website www.kidora.webcake.me In the event of a dispute, we prioritize negotiation and mediation between the parties in order to maintain customers' trust in the quality of our services.

1. Purpose and Scope of Application
Purpose: To ensure the legitimate rights and interests of consumers and to resolve issues arising during the purchasing process and use of services on the website in a transparent and conclusive manner.
 Scope of Application: This policy applies to all customers who conduct transactions or use products/services provided on the website.

2. Methods of Submitting Complaints
Customers may submit feedback, requests, or complaints to the Customer Service Department of PANCAKE COMPANY LIMITED through the following channels:
By phone: 0909 999 999
By email: Customers may send detailed information to cskh.webcake.@gmail.com
In person or by post:  Trung Van, Nam Tu Liem, Ha Noi

Note: When submitting a complaint, customers are requested to provide complete information, including the order number and relevant photos/videos as evidence of any product or service issues, to facilitate a prompt verification process.

3. Complaint Handling Process
Complaints will be handled through the following steps:
Step 1: Receipt of Complaint
The Customer Service Department of PANCAKE COMPANY LIMITED will receive complaints from customers through the channels mentioned above. The Customer Service Department will confirm receipt of the complaint.

Step 2: Analysis and Verification
After receiving the complaint, the information will be forwarded to the relevant departments, such as technical, warehouse, and shipping teams, for review and verification of the cause and extent of the issue.

Step 3: Proposed Resolution and Response
Based on the verification results, PANCAKE COMPANY LIMITED will propose an appropriate resolution, such as an exchange, refund, compensation, or correction of the issue, and will contact the customer directly to reach an agreement.

Step 4: Resolution and Closure of the Complaint
If the customer agrees with the proposed resolution, the company will proceed with the resolution in accordance with its commitments and notify the customer that the complaint has been closed.