VDS INVESTMENT TRADING AND SERVICE COMPANY LIMITED
Dispute Resolution & Complaint Handling Policy
VDS Investment Trading and Service Company Limited places customer trust and consumer satisfaction at the center of all operations. All customer complaints or claims arising from services reserved via halong-lanhabaycruisetours.com are resolved according to the following mandatory standards:
- Customer-First Negotiation: Every dispute is primarily handled through amicable dialogue, mutual respect, and objective review under the Law on Protection of Consumer Rights of Vietnam.
- Transparent Timelines: Clear, publicly declared response and resolution schedules.
- Fair Remediation: Immediate rectification, service adjustments, cabin upgrades, or proportional financial compensation.
Receipt & Acknowledgment
Official logging and formal acknowledgment sent to customer within 04 to 08 working hours.
Investigation & Audit
Comprehensive review with cruise operators, onboard guides, and transport logs within 24 – 48 hours.
Settlement Offer
Written resolution proposal provided within maximum 03 business days (remedy, voucher, or refund).
Execution & Closure
Execution of agreed remedy or refund transfer within 03 business days and case file closure.
If an amicable resolution cannot be reached within 30 days of formal complaint submission, either party is entitled to refer the matter to the competent People’s Court of Ha Long City, Quang Ninh Province, Vietnam for binding legal adjudication under the laws of the Socialist Republic of Vietnam.
