CUSTOMER POLICIES · RONG MAY
Complaints Resolution Policy
Information for customers booking tickets at vecaukinhrongmay.com. Please read before completing your purchase.
1. Matters we handle
We receive enquiries and complaints about bookings, payments, E-ticket delivery, invalid QR codes, date changes, eligible refunds, service information and personal data.
2. Contact channels
Contact our hotline/WhatsApp at +84 969 158 878 or email ticket@vecaukinhrongmay.com. Written correspondence may be addressed to 031 Cau May Street, Sa Pa Ward, Lao Cai Province, Vietnam.
3. Information to provide
Please include your order reference, name, visit date, description of the issue and relevant supporting documents. Never send bank passwords, PINs or one-time passwords.
4. How complaints are handled
Step 1: We receive and register the issue. Step 2: We verify the booking, ticket and payment information. Step 3: We consult the attraction operator or payment partner where necessary. Step 4: We communicate the findings or next steps.
5. Resolution principles
We aim to resolve complaints transparently, in good faith and with respect for customers’ lawful rights. Where third-party verification is needed, we will communicate relevant progress.
6. Disputes
If direct discussions do not resolve the matter, customers may use lawful consumer protection, mediation or competent dispute resolution mechanisms available under Vietnamese law.
7. Expected response times
We aim to acknowledge receipt within one business day and provide an initial response within approximately three business days. More complex cases involving suppliers or payment providers may take longer; we will advise on progress.
8. Priority cases
Urgent cases include tickets for today or tomorrow, successful payment without delivery by the notified time, incorrect ticket details, tickets failing at the entrance and payment errors requiring immediate verification.
9. Further dispute resolution
We first seek a negotiated resolution based on the transaction records, ticket conditions, supplier rules and Vietnamese law. If agreement cannot be reached, customers retain the right to pursue applicable formal remedies.
Website operator
Thinh Vuong Sa Pa One Member Company Limited
Tax ID: 5300813196
Address: 031 Cau May Street, Sa Pa Ward, Lao Cai Province, Vietnam
Hotline / Zalo / WhatsApp: +84 969 158 878
Email: ticket@vecaukinhrongmay.com
Website: vecaukinhrongmay.com
