Procedure for Receiving and Resolving Feedback, Requests and Complaints

1. Channels

You may submit feedback, requests or complaints through:

• Phone / Zalo / WhatsApp: +84 948 712 787
• Email: thuyvo73@gmail.com
• The contact form on our website.
• In person at: 27 Phú Xuân, Phú Long, phường Hàm Thắng, Lâm Đồng

2. Information to provide

For faster handling, please include: your name, contact details, booking code (if any), tour name and date, a description of the issue, related photos/documents and your desired resolution.

3. Handling process

• Step 1 — Receipt: we acknowledge your message within 24 hours.
• Step 2 — Verification: we consult you, the driver/guide and the partners involved.
• Step 3 — Proposed solution: within 3 working days for ordinary cases, up to 7 working days for complex cases.
• Step 4 — Implementation and closure: the agreed solution (apology, rescheduling, partial or full refund, etc.) is carried out and recorded to improve our service.

4. If you are not satisfied

If you disagree with the outcome you may ask a senior manager to review it. We prefer negotiation and mediation; if no agreement is reached, disputes are settled under Vietnamese law, and you may also submit a request to the competent consumer protection authority.