Complaints & Dispute Resolution

The Company accepts complaints and requests about accounts, published content, booking requests, service quality, user or guide conduct, pricing, cancellation, refunds, and issues arising from use of the platform.

Email: dulichhatgaovangvietnam@gmail.com

Phone: +84 382 126 880

Website contact or support features when displayed.

Please provide contact details, the facts of the matter, a booking/request code when available, the parties involved, the date or time, and relevant documents or evidence. The Company may request additional information for verification.

• Receive and record the request through a published channel and confirm receipt when contact information is sufficient.
• Classify and verify the matter using system data and explanations or evidence from the relevant parties.
• Handle the matter through support or mediation, content correction/removal, warnings, account restrictions, or referral to competent authorities where appropriate.
• Notify the sender of the outcome or progress through an appropriate contact channel.
• Retain handling records for management, dispute resolution, and lawful authority requests.

The Company confirms receipt within a reasonable period after receiving sufficient information. Processing time depends on the nature of the matter and the parties’ cooperation. If verification takes longer, the Company will provide progress updates. Urgent matters involving suspected legal violations, user safety, or content requiring prevention are prioritised.

The website does not collect, hold, or process online payments. If a customer paid a guide or provider directly, the recipient is responsible for any refund obligation under the agreed terms, published policy, and applicable law. The Company receives the complaint, supports verification, and may take account or content-management measures against a violating party.

The Company cooperates with competent authorities when lawfully requested or when there are grounds indicating a matter within their authority.