Complaint Handling Policy

This Policy governs how feedback, requests and complaints relating to use of the platform, transactions, goods or services provided by us are received and resolved.

1. Submission methods

You may submit feedback, requests or complaints through:

STRINGEE JOINT STOCK COMPANY

Address: 17th Floor, VP2 Building - Sun Square Project, 21 Le Duc Tho Street, Tu Liem Ward, Hanoi City, Vietnam

Phone: 18006670

Email: [email protected]

2. Information to provide

To facilitate review and resolution, please provide:

• Your full name and contact information;
• The order code or transaction information, if any;
• The contents of the feedback, request or complaint;
• Related images, videos, invoices, supporting documents or other materials, if any.

3. Receipt and handling process

Step 1: Submit the information through one of the published submission methods.

Step 2: We acknowledge receipt within one working day after receiving the information.

Step 3: We review the information and transaction data and request additional documents if necessary.

Step 4: We propose a resolution and communicate the result by phone, email or another contact method you provided.

Step 5: Both parties confirm the result. If no agreement is reached, the parties will continue discussions or use a dispute resolution method provided by law.

4. Estimated resolution time

We will provide an initial response within one working day after receiving the feedback, request or complaint.

The estimated resolution times for specific categories are:

• Information requests and account, access or technical support: 1–3 working days;
• Issues involving orders, payments, delivery or service provision: 3–5 working days;
• Complaints involving quality, returns or refunds: 3–7 working days after all necessary information is received;
• Complex cases or cases requiring coordination with a relevant party: no more than 15 working days. We will notify you of the reason and estimated resolution time.

5. Resolution support measures

Depending on the case, we may apply the following support measures:

• Review order, transaction and platform data;
• Request or help obtain related documents, images and supporting materials;
• Coordinate with delivery, payment, technical or other relevant service providers;
• Correct information, supplement or replace goods, restore services, issue a refund or apply another appropriate remedy;
• Retain information and documents needed for resolution;
• Coordinate with competent authorities when requested or when signs of a legal violation are detected.

Resolution is based on information and documents provided by the parties, transaction data and applicable law.