Dispute and Complaint Resolution Policy

1. General Principles

The platform acts solely as a mediator, does not take either party’s side, and does not issue a final ruling. All parties must provide accurate information, sufficient evidence, and cooperate in good faith. We prioritize prompt, fair resolution and respect for privacy. Abuse of the complaint process (false complaints, harassment) may result in account suspension. All disputes shall be resolved in accordance with Vietnamese law; if no agreement can be reached through negotiation, the parties have the right to bring the matter before the competent authorities.

2. Dispute and Complaint Resolution Process

The huongdanviendulich.vn platform acts as an intermediary to support dispute resolution between the parties. We do not determine who is right or wrong, nor do we assume responsibility on behalf of any party. The entire complaint-handling process is usually completed within 3–7 business days, depending on the complexity. The platform only provides support within its capabilities and is not responsible for the final outcome of disputes between the parties.

Step 1: Complaint receipt. Users submit complaints via the form on the website, email support@huongdanviendulich.vn, or hotline 0335 286 405 within 5 days of the incident. Complaints must include the service booking code, a detailed description, and relevant evidence.

Step 2: Confirmation and classification. The platform receives and confirms complaints within 24 hours. We classify complaints for appropriate handling and reject those outside our jurisdiction or submitted after the deadline.

Step 3: Handling and mediation support. For complaints related to the platform, we investigate and remedy the issue. For disputes between the parties, the platform forwards information, provides evidence from the system, and supports both parties in communicating and negotiating to find an agreed solution. The platform does not resolve disputes on behalf of the parties or issue a final ruling.

Step 4: Complaint closure. If the two parties reach an agreement, the complaint will be closed. If no agreement can be reached, the platform sends a summary record of the support process and guides the parties to resolve the matter themselves through the competent state authorities in accordance with the law.

3. Serious Violations

If we detect fraud, misappropriation of property, sexual harassment, conduct endangering life or health, or violations of tourism law (unauthorized tours, tour guides without professional licenses, etc.), we will immediately lock the account, report the matter to the competent authorities, and cooperate by providing all data necessary for the investigation.

Important Note

The platform only provides a connection environment and intermediary payment services; it is not the party directly providing the actual tourism services. Therefore, we are not responsible for directly compensating for any damage arising from the actual services (see also [Limitation of Liability Policy](#giới-hạn-trách-nhiệm)).

If you need support with a complaint or dispute resolution, please contact us immediately via the support email or phone number published on the website. By using huongdanviendulich.vn, you confirm that you have read, understood, and agreed to this Complaint and Dispute Resolution Policy.