Article 1: Resolution Mechanism

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

In the event of an incident caused by the fault of ESIMONE PTE. LTD., we will immediately take necessary measures to ensure the rights and interests of the customer.

Article 2: Methods for Submitting Complaints

Customers can submit complaints requesting ESIMONE PTE. LTD. to resolve them by the following methods:

Send an email to: Hello@esimone.com
Address: ESIMONE PTE. LTD. 68 CIRCULAR ROAD #02-01 SINGAPORE (049422)

Article 3: Implementation Procedure

Step 1: Submit a Complaint

Customers submit complaints regarding services or unfulfilled rights and interests to ESIMONE PTE. LTD. through the methods specified above.

Step 2: Receive and Process the Complaint

Esimone Vietnam Joint Stock Company will receive and verify the information provided in the customer's complaint.

Step 3: Response to the Customer

ESIMONE PTE. LTD. will respond with the complaint resolution result to the customer within 01-05 working days, starting from the date the verification and processing of information is completed.

ESIMONE PTE. LTD. will strive to verify information and resolve complaints promptly and timely to ensure the rights and interests of the customer. In cases beyond the capability and authority of ESIMONE PTE. LTD., we will request the customer to bring the matter to the competent state authorities for resolution according to the law.