Customer Care Policy
Our Customer Care Promise
At Vivalign, customer care isn't just a department — it's how we do business. Every interaction matters, and we're committed to making sure you feel heard, helped, and valued.
What You Can Expect From Us
Fast Response Times We aim to respond to all inquiries within 24 hours during business days. Most emails get answered much faster — often within a few hours.
Real People, Real Answers No bots. No scripted responses. Just actual humans who genuinely want to solve your problem.
Clear Communication We explain things in plain language. No jargon. No runaround. If we don't know something, we'll tell you and find out.
Follow-Through If we say we'll do something, we do it. If we can't, we'll tell you why and what we can do instead.
Respect for Your Time We keep communications concise and get to the point. We don't make you repeat yourself or jump through hoops.
How to Reach Us
Email Support (Primary) hello@tryvivalign.com
Business Hours Monday – Friday: 9:00 AM – 6:00 PM AEST Saturday – Sunday: 10:00 AM – 4:00 PM AEST
Response Times
- Business days: Within 24 hours (usually much faster)
- Weekends: Responded to on next business day
- Public holidays: Responded to on next business day