Methods of receiving and resolving feedback, requests, and complaints

PROCEDURES FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS, AND COMPLAINTS

(Issued together with Decision No. 02/2026/QĐ-DGT dated October 30, 2026, by the Director of DGROUP Technology Co., Ltd. – Version 1.0 – Effective from October 30, 2026)

Article 1. Basis and scope of application

1. This document is issued pursuant to the Law on Electronic Commerce of 2025; Article 7 of Decree No. 248/2026/NĐ-CP; the Law on Protection of Consumer Rights of 2023; the Law on Electronic Transactions of 2023; the Civil Code of 2015; and concretizes Section III.7 of the Operating Regulations of the huongdanviendulich.vn platform.
2. This document applies to feedback, requests, and complaints related to:
3. services booked through the platform (hiring Tour Guides, booking tours, car rental, airport transfers, hiring drivers);
4. payments, cancellations, refunds, disbursements, reconciliations, and affiliate marketing commissions;
5. content posted on the platform (including content infringing intellectual property rights);
6. the processing of personal data;
7. decisions of the Platform Management Board.
8. Eligible submitters: Tourists (Buyers); sellers (Tour Guides, Travel Partners, Vehicle Operators); affiliates; intellectual property right holders; and readers or visitors who detect infringing content.

Article 2. Principles of settlement

1. Transparent, punctual; all time limits in this document have clearly defined milestones.
2. Remedial and compensation levels for services failing to meet commitments shall be negotiated and decided by the Buyer and seller. The platform receives, verifies, provides evidence, supports mediation, holds funds in escrow, and executes refunds or disbursements in accordance with the agreement between both parties or pursuant to legally effective decisions or judgments.
3. The platform does not use artificial intelligence (AI) or chatbots in receiving and resolving feedback, requests, and complaints. Conclusions are decided by authorized personnel.
4. Submitters are responsible for the truthfulness of the content and evidence provided. Fraudulent or false complaints shall be handled in accordance with Section VII.2 of the Operating Regulations.

Article 3. Receiving channels

Feedback and complaints received via email or hotline will be entered into the system by the Management Board immediately upon receipt, assigned a tracking code, and processed in the same manner as complaints submitted via the form; the milestone for “receiving complaints” is the moment the platform receives the email or phone call.

Article 4. Time limit for submitting complaints

1. Complaints regarding service quality or services not matching published details or commitments: within 05 working days from when the service is recorded as completed (the Buyer clicks “Confirm completion”, or 24 hours have elapsed since the seller clicked “Mark as completed” without any response from the Buyer).
2. Vehicles not as described (different vehicle type, model year, number of seats, condition, or vehicle documentation compared to description): report immediately upon vehicle delivery, prior to using the vehicle.
3. Rejected order cancellation requests: Buyers have the right to lodge a complaint regarding the rejection result in accordance with this document.
4. Payment incidents (incorrect transfers, payment information altered, disclosed, or misappropriated): the platform receives and verifies within 24 hours from the receipt of notification.
5. During platform outage periods, the complaint submission deadline is temporarily suspended and recalculated once the system resumes normal operation.

Complaints submitted past the deadline will be notified of the reason for non-acceptance in accordance with Step 2 of Article 6.

Article 5. Dossiers and evidence

1. Complaint content includes: order code (if any); detailed description of the incident; specific requests (refund, service compensation, vehicle replacement, content removal, etc.).
2. Attached evidence: photos, PDF files, audio, video, maximum 10 MB/file.

Article 6. Resolution Process

Refunds to the Buyer will be transferred to the account the Buyer used for the bank transfer; the actual time for funds to reach the account is 03 – 07 working days from the execution of the refund order, depending on the bank.

Article 7. Tracking Code, Status, and Notifications

1. Each feedback, request, or complaint is assigned a tracking code. Senders can track progress under the "My Complaints" section.
2. Statuses: Received → Under Verification → Pending Seller's Explanation → Result Issued → Closed or Request for Review.
3. The system sends notifications via email and in-account: upon receipt (with code), upon status change, upon request for dossier supplementation, and upon results.
4. During the resolution period, the order remains in "Under Dispute" status and will not be disbursed.

Article 8. Handling of Non-Compliant Services and Seller Cancellations

1. Services not matching published, committed details: remedial solutions (re-providing or substituting equivalent services, vehicle replacement, partial or full refund) and compensation amounts are to be negotiated and decided directly between the Buyer and the seller, with an agreement record stored on the platform.
2. Source of payment according to the record: the platform pays out from the funds withheld for the order; from the Tour Guide's security deposit (once the deposit scheme is implemented starting March 31, 2027, if agreed by both parties). If insufficient, in accordance with the agreement record or a legally binding decision/judgment, the platform will deduct from the seller's subsequent payables or request a reimbursement from the seller.
3. Seller cancels a paid order: The Buyer receives a 100% refund. Vehicle operator fails to deliver the vehicle: The Buyer receives a 100% refund.
4. Vehicle does not match the description upon delivery: The Buyer is entitled to refuse acceptance of the vehicle; the vehicle operator will replace it with an equivalent vehicle if the Buyer agrees; otherwise, the order will be canceled and the Buyer will receive a 100% refund.
5. Tour Guide cancels after confirmation due to their own fault: The Buyer receives a 100% refund and additionally receives the entire deposit of VND 500,000 (when the deposit scheme has been applied); the Tour Guide will have reputation points deducted and may be temporarily suspended. Travel partners and vehicle operators who cancel will have reputation points deducted, face restrictions on new listings, or be suspended if they cancel repeatedly without legitimate reasons.

Article 9. Cases where the parties fail to reach an agreement

1. The platform continues to hold the relevant funds.
2. The platform guides the parties to request competent state agencies (consumer protection agencies, tourism and transport management authorities, etc.), arbitration, or courts for resolution under Vietnamese law; it provides electronic evidence (electronic contracts, order logs, chat histories, payment vouchers) upon lawful request.
3. The platform issues refunds or disburses funds according to legally effective decisions or judgments.
4. Within 30 days from the date the platform announces that mediation was unsuccessful, if neither party submits proof of having filed a petition with a competent authority, arbitration, or court, the platform will disburse the funds to the seller.

Article 10. Automated mechanisms and human roles

1. The system only applies automated rules: issuing tracking codes; classifying by service group; sending processing deadline reminders; withholding disbursement for disputed orders; automatically canceling orders when the seller does not respond within 24 hours from when the Buyer submits a request (for airport transfer bookings made less than 24 hours before pickup time: within 02 hours from when the Buyer submits the request), or when the Buyer does not make payment within 24 hours from the seller's confirmation (for orders generated from quotations: from the time the Buyer accepts the quotation) and no later than the service start time stated on the order; automatically marking orders as completed when the Buyer does not respond within 24 hours from the time the seller clicks “Mark as Completed”.
2. Automated rules are tested in a staging environment and approved in writing by the Director before implementation; they are evaluated and adjusted every 03 months and adjusted immediately upon detecting any errors.
3. Users who disagree with the outcome of an automated mechanism (e.g., automatically canceled order, withheld disbursement) may click “Request a Review”; the case will be forwarded to Customer Service personnel/the Director for review and response within 05 business days from receiving the request.

Article 11. Intellectual property infringement complaints

Upon receiving a complaint from an intellectual property rights holder (accompanied by documentation proving ownership rights and links to the infringing content), the platform shall execute:

1. Step 1: receive, issue a tracking code, and verify the validity of the complaint; confirm and classify within 24 hours of receiving the complaint.
2. Step 2: remove or block the content when the complaint is valid and shows grounds of infringement.
3. Step 3: notify the content uploader to provide an explanation; the uploader must respond within 02 business days from receiving the notice. The platform reviews the dossiers from both parties and announces the result within 03 to 07 business days from receiving the complete dossier (complex cases may be extended with stated reasons); if the uploader proves lawful rights, the platform will consider restoring the content.
4. Step 4: coordinate to provide necessary information to the rights holder and competent state authorities in accordance with the law.

Uploaders who disagree with the removal or violation handling may submit a “Request a Review” in accordance with Step 6 of Article 6.

Article 12. Reporting infringing content

1. Users may report infringing content (services, posts, listings, reviews, live-stream sales links from other platforms, etc.) via the reporting function on the post or through the “My Complaints” form, email, or hotline.
2. Infringing posts will be removed within 24 hours of receiving the report. Content that violates the law will be removed within 24 hours of receiving a notification from a competent state agency or upon self-detection. Violating accounts will be handled according to Section VII.2 of the Operating Regulations.

Article 13. Complaints regarding personal data

1. Users may submit complaints regarding the collection, use, sharing, and protection of personal data via the channels set out in Article 3; complaints are resolved according to the procedure in Article 6.
2. Requests for data access, correction, deletion, or withdrawal of consent will be processed within 72 hours of receiving a valid request, pursuant to the Privacy and Personal Data Protection Policy.
3. Users have the right to file complaints with competent state agencies regarding personal data protection or initiate legal proceedings in accordance with the law.

Article 14. Complaints from sellers and collaborators

1. Sellers and collaborators have the right to appeal the platform's decisions through the channels specified in Article 3. For decisions refusing receipt, handling violations (including product removal, commission clawback due to violations), or outcomes of automated mechanisms (including suspension of disbursements), sellers and collaborators shall submit a “Request for Reconsideration”; Customer Service/the Director will respond within 05 working days from receipt of the request.
2. Regarding weekly reconciliation statements, sellers shall report any discrepancies within 03 working days of receiving the statement; beyond this timeframe, the statement will be deemed confirmed.

Article 15. Statistics and monitoring

The Management Board compiles statistics on feedback and complaints by type and by seller; processing times; on-time resolution rates; and outcomes of each case, serving as the basis for evaluating sellers, improving services, and reporting to competent state agencies upon request.

Contact

1. Hotline/Zalo: 0335286405
2. Email: support@huongdanviendulich.vn
3. Address: 152 – 154 Vo Van Kiet, Ben Thanh Ward, Ho Chi Minh City