A practical process for raising and resolving concerns.

Submit a complaint

• Use support@vozua.com, WhatsApp support or the official Help Center.
• Provide the account name and phone, transaction or order reference, date and a clear description.
• Attach receipts, screenshots, product photos or communication records where relevant.
• State the outcome you are requesting.

What happens after submission

The complaint is logged, assigned and reviewed against account records, payment confirmations, agreements and partner evidence. Vozua may request more information or contact the relevant seller, agent or provider.

Escalation

If the first response does not resolve the matter, reply using the same complaint reference and request escalation. A senior reviewer may reassess the evidence and proposed remedy.

Possible outcomes

• Explanation or correction of records.
• Technical fix or account restoration.
• Product repair, replacement, rescheduling or fulfilment action.
• Eligible refund, credit or payment adjustment.
• Policy enforcement against an account or partner.
• Referral to a provider, regulator, mediator or legal process where appropriate.

Fair use of the process

Threats, abuse, fabricated evidence, duplicate recovery attempts or public disclosure of private information may delay review and can lead to account restrictions.

External rights

This process does not remove any right to contact an applicable consumer, data-protection, financial, communications or other authority in the relevant country.