Complaint Resolution Policy

COMPLAINT RESOLUTION POLICY

1. Submission Channels

·  Email: info@mindwebvn.com

·  Hotline: 0938 896 673

·  Contact form or official support channels published on mindwebvn.com.

·  For ongoing projects, customers may submit complaints through the project communication channel confirmed by both parties.

2. Information to Provide

·  Full name and contact information.

·  Project code, account, or information that helps identify the transaction/agreement, if any.

·  Description of the issue, time of occurrence, developments, and requested/preferred resolution.

·  Related documents, screenshots, emails, receipts, or evidence, if any.

3. Resolution Process

1. Receive and record the request/complaint.

2. Verify the information and request additional documents if the submission is insufficient for processing.

3. Review the service scope, communication history, technical data, or relevant documents.

4. Discuss the matter with relevant parties and propose a resolution.

5. Notify the submitter of the result or proposed resolution.

6. Retain processing records to the extent necessary for operations, quality control, and legal obligations.

4. Response and Resolution Timeframes

·  Initial response: within 02 business days from the time MindWebVN receives the request through an official channel.

·  Routine matters: expected to be resolved within 07 business days after all necessary information is provided.

·  Complex matters requiring detailed reconciliation of technical information, data, licenses, payments, or coordination with third parties: expected within 15 business days after all necessary information is provided.

·  If the matter requires additional time, MindWebVN will notify the requester of the reason and the next expected timeframe rather than leaving the request unanswered.

5. Support Measures

Depending on the matter, MindWebVN may provide support by supplying project information, reconciling communication histories/documents, correcting technical errors, adjusting the scope of work, extending support, reconciling costs, issuing refunds in accordance with the policy, or working with third-party providers to the extent possible.

6. Complaints Related to Personal Data or Account Security

Reports indicating data leakage, account takeover, or unauthorized access will be prioritized for classification to mitigate risks. MindWebVN may temporarily lock a session/account, require identity verification, or apply necessary technical measures before completing the entire verification process.

7. No Restriction on the Right to Use Other Legal Mechanisms

MindWebVN's internal process is intended to support prompt and transparent resolution, but does not exclude the right of the customer or MindWebVN to request resolution by a competent regulatory authority, arbitration body, or court in accordance with applicable law.