Complaint and Dispute Resolution Policy

1. Scope

This policy sets out how MyVibe receives, handles and responds to customer feedback, requests and complaints relating to accounts, service plans, domains, payments, refunds and service quality.

The goal of this policy is to ensure every complaint is handled transparently, fairly, promptly and in accordance with the law on the protection of consumer rights.

2. Complaint channels

You can send feedback and complaints to MyVibe through official channels, including but not limited to.

When submitting a complaint, please clearly state your account information or order number, the details of the issue and the support you are seeking, so MyVibe can handle it accurately and quickly.

• The Contact page on the MyVibe website.
• The official support email published on the website.
• Other official online support channels announced by MyVibe from time to time.

3. Handling process and timelines

MyVibe handles complaints through a process of receipt, verification, proposing a solution, responding and following up on the outcome.

The specific handling time depends on the nature and complexity of each case; for cases that require in-depth technical investigation, MyVibe will keep the customer informed of progress.

• Receive and record the complaint and classify the issue as soon as the information is received.
• Notify the customer of receipt of the complaint within no more than three business days from the date of receipt.
• Verify the matter, identify the cause and the department involved, then propose a resolution.
• Respond with the resolution to the customer and follow up until the customer confirms the outcome.

4. Vulnerable consumers

Under Article 8 of the Law on Protection of Consumer Rights No. 19/2023/QH15, MyVibe applies a priority mechanism for vulnerable consumer groups.

• Vulnerable consumers include individuals aged 60 and above, persons with disabilities, children under 16, ethnic minorities and residents of socio-economically disadvantaged areas, women who are pregnant or raising children under 36 months, individuals with serious illnesses, and members of poor households.
• Complaints from these groups are prioritized for receipt and handling within a shorter time, without requiring unnecessary complex procedures.
• MyVibe provides clear, easy-to-understand and accessible support, and does not refuse to resolve requests due to differences in language, writing, customs or access to technology.

5. Dispute resolution

In the event of a dispute relating to a transaction or service at MyVibe, the parties prioritize resolution in good faith through negotiation, mediation, arbitration or litigation, in accordance with the law on the protection of consumer rights.

• First, the parties negotiate directly to find a suitable solution.
• If negotiation is unsuccessful, the parties may opt for mediation or arbitration through an appropriate body.
• If it still cannot be resolved, the dispute will be brought to the competent courts in Vietnam under Vietnamese law.

6. Compensation

If the resolution shows that the fault lies with MyVibe, MyVibe is responsible for remedying and compensating the actual damage incurred in accordance with the law and within the scope committed in the related policies.

MyVibe is not responsible for damage arising from user fault, inaccurate information provided, breach of terms, or incidents from third-party services beyond reasonable control.

7. Governing law and jurisdiction

This policy and any dispute arising from it are governed by Vietnamese law. The competent authorities or courts in Vietnam will resolve disputes that cannot be settled through negotiation or mediation.

8. Contact

If you need to submit feedback, a complaint or have questions about the resolution process, please contact MyVibe through the Contact page or the official support channels published on the website. MyVibe is committed to listening and handling matters with respect for the lawful interests of customers.