DISPUTE AND COMPLAINT RESOLUTION MECHANISM

• Complaint handling and resolution process for services directly provided by Haviland House Joint Stock Company

All complaints from customers will be resolved through negotiation. If an agreement cannot be reached, either party has the right to bring the matter to the competent state authority for resolution.

In the event of an incident caused by Havilandhouse.com's fault, we will immediately take necessary measures to ensure customer rights are protected.

- Complaint Submission Methods

Customers can submit complaints to Havilandhouse.com for resolution in the following ways:

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

* Method 2: Send an email to: haviland.invest@gmail.com

* Method 3: Visit our office directly at: 147 Tran Hung Dao Street, Nai Hien Dong Ward, Son Tra District, Da Nang City, Vietnam

- Procedure

Step 1: Submit a complaint

Customers submit complaints about services or unmet rights to Havilandhouse.com through the methods specified above.

Step 2: Receiving and processing complaints

Havilandhouse.com will receive customer complaints and verify the information.

Step 3: Responding to the Customer

Havilandhouse.com will respond to the customer with the results of the complaint processing within 3 working days from the date the verification and processing of information is completed.

Havilandhouse.com will strive to verify the information and resolve the complaint quickly and promptly to ensure the customer's rights. If the case is beyond Havilandhouse.com's capabilities and authority, we will request the customer to bring the matter to the competent state authority for resolution according to the law.

• Complaint reception 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 a solution. If the two parties cannot negotiate and request Havilandhouse.com to resolve the matter, Havilandhouse.com's decision will be final.

Contact Person for Dispute Resolution:

Company Name: HAVILAND HOUSE JOINT STOCK COMPANY

Tax Code: 0401926013

Head Office: 147 Tran Hung Dao Street, Nai Hien Dong Ward, Son Tra District, Da Nang City, Vietnam.

Phone Number: 1900 23 23 43

Email: haviland.invest@gmail.com

Disputes or complaints will be received and processed according to the following regulations:

Step 1: The e-commerce website Havilandhouse.com receives complaint and dispute information.

Step 2: The e-commerce website Havilandhouse.com verifies the information.

Step 3: The e-commerce website Havilandhouse.com acts as a third-party mediator for members (if the dispute is between a service user and a service provider), or conducts negotiations with the member (if the dispute is between the member and the e-commerce website Havilandhouse.com) within 7-10 working days.

Step 4: Dispute resolution through negotiation and mediation if successful.

Step 5: If negotiation and mediation fail, the dispute will be resolved in the competent People's Court. The court's judgment will be binding on all parties.

Specifically:

* Disputes between customers and service providers

If a dispute arises between a member, or a customer and the Havilandhouse.com e-commerce platform, the Havilandhouse.com e-commerce platform will strive to provide a neutral and cost-effective method for quick dispute resolution. Accordingly, members, or customers, and the Havilandhouse.com e-commerce platform agree that Havilandhouse.com will resolve disputes through negotiation and mediation, encouraging direct meetings and exchanges between parties, or through any other mediation method mutually agreed upon by the parties.

Any disputes between users or between users and the Havilandhouse.com e-commerce platform will be investigated and addressed by Havilandhouse.com within its authority and management scope to support the resolution process between the parties, ensuring that dispute resolution through negotiation and mediation will always be prioritized. If a satisfactory agreement cannot be reached, either party is free to choose to bring the case to a competent People's Court of Vietnam for resolution in accordance with Vietnamese law.

The Havilandhouse.com e-commerce platform only handles complaints from service providers or buyers related to the services provided by the Havilandhouse.com e-commerce platform.

* Disputes between members (Users in general)

Havilandhouse.com has the primary responsibility for resolving conflicts, mediating disputes, and ensuring the interests of its members. If a conflict is determined to be the fault of Havilandhouse.com, the application's management team will promptly provide a solution.

Policy