Complaint Reception and Resolution Procedure

Douyu Technology PTE. LTD. ("GuGuk") values user feedback and is committed to resolving all disputes and complaints in a transparent, fair, and timely manner. This policy outlines the steps for users to submit complaints regarding the use of the GuGuk Website.

Article 1: General Principles

1. Negotiation First: All complaints and disputes shall be prioritized for resolution through amicable negotiation and mediation between the User and GuGuk.

2. Customer Protection: In the event that an incident or error is caused by a technical fault on the GuGuk Website, we will immediately apply necessary measures to protect the Customer's interests (e.g., refunding coins, restoring account status).

3. Legal Recourse: If a mutual agreement cannot be reached through negotiation, either party has the right to refer the dispute to the competent courts of Singapore for resolution in accordance with the law.

Article 2: Methods of Submitting a Complaint

To ensure your issue is tracked and resolved efficiently, Customers can submit complaints via the following official channels:

• Method 1: Email (Recommended)
• Send a detailed email to our Customer Support Center at: cs@gugukapp.com
• This is the fastest method for technical issues, payment disputes, and account inquiries.
• Method 2: Written Correspondence
• For formal legal complaints or documentation, you may send a letter to our headquarters:
• Douyu Technology PTE. LTD.
• Address: 60 Paya Lebar Road #04-16 Paya Lebar Square, Singapore 409051

(Note: We do not support walk-in complaints at the office to ensure security and operational efficiency. Please use the methods above.)

Article 3: Implementation Procedure

Step 1: Submission of Complaint When submitting a complaint, the Customer must provide sufficient information to verify the case, including but not limited to:

• User ID / Account Name
• Detailed description of the issue
• Supporting evidence (e.g., screenshots of the error, transaction receipts/IDs for payment issues).

Step 2: Reception and Verification

• Upon receiving the complaint, the GuGuk Support Team will log the case and send an acknowledgement of receipt to the Customer.
• We will proceed to verify the information on our internal systems (server logs, transaction history) to determine the cause and validity of the complaint.

Step 3: Response and Resolution

• Timeframe: GuGuk is committed to responding with a resolution or a status update within 03 to 07 working days from the date the information verification is completed, depending on the complexity of the case.
• Outcome:
• If the complaint is valid and due to our fault, we will propose a compensation or fix plan.
• If the complaint is due to User error or misunderstanding, we will provide a clear explanation and guidance.
• Escalation: In cases beyond the capability and authority of GuGuk to resolve internally (e.g., third-party bank fraud), we will guide the Customer to contact the relevant competent authorities or financial institutions.