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The measures and regulations to resolve complaints and disputes are listed on Vinpearl website

• Negotiation
•  Involvements of legal authorities
•  Other means

Vinpearl is responsible for resolving complaints related to the products and services provided on

Vinpearl will handle arising complaints after receiving notices from Customers with regards to their purchases of products/services on
Customers reserve the rights to request protection from competent authorities if their dispute with Vinpearl is not satisfactorily resolved.

In certain cases, we will ask the Customers to provide accurate tangible and intangible evidence relating to their complaint and conflict. will resolve disputes by following this process: 
Step 1: Vinpearl’s Customer Care Department or Sales Department will receive the Customers’ complaints and notices. These Departments must act quickly and proactively by responding immediately to the Customers and arranging settlements based on Vinpearl’s policies.

Step 2: If the issue is too complicated or not included in Vinpearl’s announced policies, the Customer Care Department/Sales Department will commit to a response time of no longer than 7 days. 

Step 3: Involved departments will transfer the results of complaint settlements for implementation and call to confirm with the Customers that their problem has been resolved. 

If an agreement is insufficient to resolve the conflicts arising from transactions between and its Customers, we will ask a competent legal authority to intervene. This process will ensure the legitimate interests of all related parties. 

If you have any question, please contact:

Vinpearl Joint Stock Company - Symphony Building
Chu Huy Man Street, Vinhomes Riverside Long Bien, Hanoi, Vietnam
[email protected]
1900 23 23 89 (Ext 3)