Article 1. Complaint Resolution Mechanism

All customer complaints shall be resolved primarily through mutual discussion and negotiation.

If the parties are unable to reach a mutually satisfactory agreement, either party may refer the matter to the competent governmental authority or court for resolution in accordance with applicable laws.

In the event that a service issue or dispute is caused by our fault, we will promptly take all necessary and appropriate measures to protect the legitimate rights and interests of our customers.

---

Article 2. How to Submit a Complaint

Customers may submit a complaint to Joytime through any of the following channels:

Option 1 – Hotline

Call our Customer Support Hotline:
+84 902 225 282

Option 2 – Email

Send your complaint to:
[email protected]

Option 3 – Visit Our Office

Visit our office at:

Consortio Vietnam Joint Stock Company
82–84 Nguyen Huu Huan Street, Hoan Kiem Ward, Hanoi, Vietnam

---

Article 3. Complaint Handling Process

Step 1 – Submit a Complaint

Customers may submit a complaint regarding our services or any issue where they believe their legitimate rights or interests have not been adequately protected, using any of the contact methods listed above.

Step 2 – Complaint Review and Verification

Upon receiving a complaint, Joytime will acknowledge receipt, review the case, and verify all relevant information before proceeding with the investigation.

Step 3 – Response to the Customer

Joytime will notify the customer of the complaint resolution within three (3) business days after the verification and investigation process has been completed.

We are committed to investigating and resolving complaints promptly, fairly, and efficiently to protect our customers' legitimate rights and interests.

If the matter falls outside Joytime's authority or legal capacity to resolve, we may advise the customer to refer the case to the relevant competent governmental authority for resolution in accordance with applicable laws and regulations.