COMPLAINT RESOLUTION POLICY
THUAN VIETNAM TRAVEL SERVICE CO., LTD.
Hotline: 0934 048 088
Email: viuptravel@gmail.com
Website: viuptravel.com
Address: 66 Hoa Cuc Street, Ward 7, Phu Nhuan District, Ho Chi Minh City, Vietnam
1. Purpose
This policy outlines the process for receiving and handling customer complaints regarding services provided by THUAN VIETNAM TRAVEL SERVICE CO., LTD., aiming to protect the legitimate rights of customers and improve service quality.
2. Scope of Application
Applies to the following services:
Domestic and international tours
Related tourism services
3. Complaint Submission Methods
Customers can submit complaints through the following channels:
Hotline: 0934 048 088
Email: viuptravel@gmail.com
In person at the office
Submit a request via the website
Complaint details must include:
Customer's full name
Contact phone number
Booking code / tour code (if any)
Complaint details
Relevant images and documents (if any)
4. Complaint Submission Deadline
During service use: immediately report to the tour guide/staff
After service completion: a maximum of 7 days from the service completion date
After the above deadline, the company has the right to refuse to process the complaint if there is no reasonable evidence.
5. Complaint Handling Process
Step 1: Receipt
The company will confirm receipt of the complaint within 24 business hours.
Step 2: Verification
Check information
Work with relevant partners
Assess responsibility level
Processing time: 3-7 working days
Step 3: Response & Resolution
The company will notify the results and proposed solutions:
Service adjustment
Reasonable compensation
Refund according to regulations
Explanation of cases not covered by responsibility
6. Resolution Principles
Prioritize negotiation and mediation
Based on the contract and service program
Based on actual documents and images
Ensure the legitimate rights of the customer
7. Cases not covered by the company's responsibility
The company is not responsible for complaints arising from:
Customer providing incorrect information
Violation of laws at the destination
Immigration regulations
Incidents from third parties (airlines, hotels, etc.)
Natural disasters, epidemics, strikes, war (unforeseeable) (Resistance)
8. Dispute Resolution
If the two parties cannot reach an agreement, the matter will be resolved according to Vietnamese law at the competent authority.
9. Validity
This policy is effective from the date of publication on the website viuptravel.com and is an integral part of the General Terms and Conditions.
