Article 1. Scope of Application and Receiving Contact Points
1. Joy Travel Co., Ltd (the "Company") receives all feedback, requests and complaints from customers relating to consulting, quotations, service booking, payment, travel service quality, service changes/cancellations, refunds and personal data protection arising from the official website https://myjoytravel.vn/ or under contracts and transactions connected or provided by the Company.
2. Customers may send feedback and complaints through the following official channels:
- Receiving email: outboundop@myjoytravel.vn
- Hotline / Zalo support: 0845549369 (Zalo: https://zalo.me/0845549369)
- Support fanpage: https://www.facebook.com/myjoytravel.vn
- Working offices:
- Hanoi: B07 The Boutique, No. 458 Minh Khai Street, Hanoi City, Vietnam.
- Ho Chi Minh City: 7th Floor, IKIGAI Building, No. 95 Bach Dang Street, Tan Son Hoa Ward, Ho Chi Minh City, Vietnam.
- Direct reception hours: From 08:00 to 17:00 (Monday to Friday), except public holidays and Tet holidays as prescribed.
3. For customers currently on a journey using an international or domestic tour/service, in addition to the above channels, customers should contact directly the Tour Operations Contact Point/Tour Guide designated in the Service Confirmation to receive urgent on-site support.
Article 2. Information and Complaint Records to Be Provided
1. To ensure the verification process is fast and accurate, customers need to provide the following basic information:
- Full name, contact information (Phone number, Email);
- Service booking code, travel contract number or related transaction documents (if any);
- Detailed description of the incident, time of occurrence and specific resolution request;
- Accompanying documents and evidence (such as payment receipts, photos, videos, service confirmations, message/email exchange history...).
2. The absence of a service booking code does not cause the customer to lose the right to submit feedback; the Company will assist in reconciling data on the system to identify the transaction.
3. To ensure information safety, customers must absolutely not provide OTP codes, bank account/e-wallet passwords or personal information of unrelated third parties.
Article 3. Receiving and Information Verification Procedure
1. Immediately upon receiving feedback, the Company's Receiving Department will record the information, create a tracking file code and send a receipt confirmation notice to the customer via Email or Message within 24 working hours.
2. The Company checks the records, reconciles contract data and works with relevant service-providing partners (airlines, hotels, international transport units...). Where additional information is required, the Company will notify the customer clearly.
3. For urgent incidents relating to service safety, payment fraud or data incidents, the file will be transferred directly to the Board of Directors and the Specialized Department for immediate handling to minimize risks to the customer.
Article 4. Negotiation and Proposal of Resolution Options
1. In accordance with legal regulations on consumer protection, the Company will negotiate and propose a resolution within a maximum of 07 working days from the date of receiving complete and valid complaint information.
2. The Company's written response/notice will clearly state the verification results, the applicable contractual basis/regulations, the remedy, refund costs or compensation services (if any), together with the specific implementation schedule.
3. Where the case is complex in nature (involving foreign partners, international airlines...), the Company will clearly notify the reason for extending the verification time and the next update time to the customer.
Article 5. Implementation of Agreement and Record Retention
1. When both parties reach agreement, the resolution will be made in writing or confirmed via Email/Message with equivalent legal value, clearly stating the compensation/refund measures and the implementation schedule.
2. The Company is responsible for urging and supervising the implementation of commitments until completion and confirmation by the customer. All complaint information and resolution results are stored confidentially on the Company's system for the period prescribed by law.
Article 6. Dispute Resolution Mechanism
Where agreement cannot be reached through negotiation, the parties have the right to request the intervention of the competent state management authority on Consumer Protection, the tourism management authority, or bring the case before a Commercial Arbitration / competent Court for resolution in accordance with the laws of Vietnam. The Company commits to fully cooperate and provide all relevant records at the request of the competent authority.
Article 7. Confidentiality Commitment and Effectiveness
1. Joy Travel Co., Ltd commits to keeping confidential all personal information and complaint content of customers, using it only for the purposes of handling complaints and improving service quality.
2. This procedure takes effect from the date of official publication on the website https://myjoytravel.vn/.
