POLICY FOR RESOLVING COMPLAINTS AND DISPUTES

Measures and mechanisms for resolving complaints and disputes on the website:

• Self-negotiation
• Bring to law enforcement
• Other forms

iGuide is responsible for resolving Customer complaints related to products/services provided by iGuide on the iGuide.ai website.

iGuide will receive/handle complaints arising after receiving notification from Customers regarding product/service purchases on iGuide.ai.

Customers have the right to request protection from competent authorities in case disputes with iGuide are not satisfactorily resolved.

In specific cases, we will: require the Customer to be responsible for providing accurate tangible and intangible information about the arising complaint or conflict that needs to be resolved and that the Customer has found himself damaged.

iGuide will resolve disputes according to the following process:

• Step 1: iGuide's Customer Service Department will receive complaints from Members or the Business Department will receive complaints from Customers. These Departments will proactively resolve quickly and immediately respond to the results of resolving complaints based on the Policies that iGuide has announced.
• Step 2: In complicated cases or cases not specified in the policies that iGuide has announced, the Customer Care Department/Sales Department will commit to a response period to the Customer of no more than 07 (seven) days.
• Step 3: Transfer the complaint resolution results to relevant departments for implementation (Sales Department, Consulting Department, etc.) and call the Customer to confirm that the complaint has been resolved.

If through negotiation the conflict arising from the transaction cannot be resolved, iGuide will seek the intervention of competent legal authorities to ensure the legitimate interests of the parties, especially the Customer.

For any questions please contact:

iGuide Joint Stock Company

No. 90, Lane 89 Tu Lien, Group 6, Tu Lien Ward, Tay Ho District, Hanoi City, Vietnam.

Business registration number: 0110496856 first registered on October 4, 2023.

Place of issue: Hanoi Department of Planning and Investment

E-mail: [email protected]