Dispute resolution mechanism

DISPUTE AND COMPLAINT RESOLUTION MECHANISM

• Complaint receipt and resolution process for services directly provided by Haviland House Joint Stock Company All customer complaints shall be resolved on the basis of negotiation. In the event that a desired agreement cannot be reached, either party has the right to bring the matter to a competent state authority for resolution. In the event of an incident caused by an error of havilandhouse.com, we will immediately take necessary measures to ensure the rights and interests of the customer.

• Methods of submitting complaints Customers can submit complaints to request havilandhouse.com to resolve via the following methods:

  • Method 1: Call our hotline: 1900 23 23 43

  • Method 2: Send an email to: [email protected]

  • Method 3: Visit directly at the following Transaction Office: 193 Nguyen Van Linh, Hai Chau, Da Nang

• Execution procedure

  • Step 1: Submitting a complaint Customers submit complaints regarding services or inadequately guaranteed rights to havilandhouse.com via the aforementioned methods.

  • Step 2: Receiving and processing complaints Havilandhouse.com will receive customer complaints and proceed to verify the information.

  • Step 3: Responding to customers Havilandhouse.com will respond with the complaint handling results to the customer within 03 working days from the date the information verification and processing is completed. Havilandhouse.com will make every effort to verify information and resolve complaints promptly and in a timely manner to ensure customer rights. In cases beyond the capability and authority of havilandhouse.com, we will request the customer to bring the matter to a competent state authority for resolution in accordance with the law.

• Complaint and dispute receipt and resolution process for services provided by partners When disputes or complaints arise, havilandhouse.com encourages negotiation and mediation between the parties to reach a consensus on the resolution plan. If both parties cannot negotiate and request havilandhouse.com to step in to resolve the matter, havilandhouse.com's decision shall be final.Dispute resolution contact point:

• Unit name: CÔNG TY CỔ PHẦN HAVILAND HOUSE (HAVILAND HOUSE JOINT STOCK COMPANY)

• Tax code: 0401926013

• Headquarters: 193 Nguyen Van Linh, Hai Chau, Da Nang

• Phone number: 1900 23 23 43

• Email: [email protected]

Disputes or complaints will be received and processed by us in accordance with the following regulations:

• Step 1: E-commerce service provision website havilandhouse.com receives information on complaints and disputes.

• Step 2: E-commerce service provision website havilandhouse.com authenticates information.

• Step 3: E-commerce service provision website havilandhouse.com acts as a third party to mediate for members (if it is a dispute between a service user and a service provider), or proceeds to negotiate with members (if it is a dispute between a member and the e-commerce service provision website havilandhouse.com) within 7-10 working days.

• Step 4: Resolve the dispute through negotiation and mediation if negotiation/mediation is successful.

• Step 5: If negotiation and mediation fail, the dispute shall be resolved at a competent People's Court. The court's judgment is legally binding on the parties.

Specifically:

• Disputes between customers and service providers If a dispute arises between members, or between customers and the havilandhouse.com E-commerce Trading Floor, havilandhouse.com shall endeavor to provide a neutral and cost-effective method to resolve the dispute quickly. Accordingly, members or customers and havilandhouse.com agree that havilandhouse.com will resolve the matter in the spirit of negotiation and mediation, encouraging the parties to meet and exchange directly or through any other mediation measure mutually agreed upon by the parties. All disputes between users or between users and the havilandhouse.com E-commerce Trading Floor will be supported by havilandhouse.com in researching and providing relevant information within the scope of authority and administrative rights of havilandhouse.com to support the resolution process between the parties, ensuring that the spirit of dispute resolution through negotiation and mediation is always prioritized. If a desired agreement is not reached, any of the parties is free to choose to bring the matter to a competent People's Court of Vietnam for resolution in accordance with Vietnamese law. Havilandhouse.com only resolves complaints from service providers or buyers related to the services provided by havilandhouse.com.

• Disputes between members (General users) Havilandhouse.com holds the primary responsibility in resolving conflicts, mediating, and ensuring the interests of members. If the conflict is determined to be the fault of havilandhouse.com, the application management board will quickly propose a resolution plan to achieve the criteria set by the other party. Conversely, if conflicts arise due to a member's fault, havilandhouse.com will send a notice of rectification or modification in accordance with havilandhouse.com's regulations to terminate the conflict, and may apply measures such as warnings, account locks, or even termination of all transactions on the application if necessary. Havilandhouse.com commits to resolving all disputes and complaints on an objective basis, grounded in contractual agreements and legal regulations. In addition, social organizations for consumer protection may send feedback to havilandhouse.com regarding consumer rights through the section for receiving evaluations, feedback, and petitions of social organizations at the bottom of the website.