Complaint Resolution Policy

Tiếng Việt

I. SCOPE OF APPLICATION

This policy applies to all customers who use the tour booking services on the website jasminehagiang.com.

II. PRINCIPLES OF COMPLAINT HANDLING

All customer complaints will be received and resolved promptly, fairly, and transparently.

Customer information will remain confidential during the complaint-handling process.

Priority will be given to resolving complaints through negotiation and mediation before applying other measures.

III. COMPLAINT HANDLING PROCEDURE

1. Receiving Complaints

Within 30 days the end of the trip, customers may submit complaints via one of the following methods:

Email: support@jasminehagiang.com

Phone: 0375.299.476

In person: Jasmine Ha Giang Co., Ltd., No. 134C Ly Tu Trong, Group 17, Ha Giang 2 Ward, Tuyen Quang Province.

When submitting a complaint, customers must provide complete information, including:

Full name and phone number;

Tour booking date, departure date, and type of tour;

Complaint details and supporting documents (if any).

2. Confirmation and Processing

Within 48 hours of receiving a complaint, Jasmine Tours Ha Giang will confirm and notify the customer of receipt.

Within 05 working days after receipt, the complaint will be reviewed and resolved. Complex cases may take longer but will not exceed 30 days.

The resolution result will be communicated to the customer via email or phone.

IV. METHODS OF RESOLVING COMPLAINTS

In case of a valid complaint, customers are entitled to request compensation. The compensation level will depend on the specific service policy, ensuring the legitimate rights of customers.

If the issue arises the customer (such as providing incorrect information, unexpected schedule changes, or other errors), Jasmine Tours Ha Giang will provide guidance, advice, and support to help minimize the impact on the customer’s travel experience.

In all cases, Jasmine Tours Ha Giang will work directly with customers, in the spirit of cooperation and goodwill, to negotiate and find a reasonable solution that balances the interests of both parties. If negotiation and agreement cannot be reached, disputes, complaints, and claims will be settled at the Vietnam International Arbitration Center (VIAC).