COMPLAINT HANDLING & DISPUTE RESOLUTION POLICY

1. Purpose

This Complaint Handling & Dispute Resolution Policy establishes the procedures for receiving, processing, and resolving complaints and disputes arising between customers and KEANGNAM KOREA COMPANY LIMITED (hereinafter referred to as “Keangnam Korea,” “we,” “our,” or “us”) in connection with the use of our Website or the services provided by Keangnam Korea.

Keangnam Korea is committed to handling all complaints in a fair, transparent, objective, and timely manner in accordance with the laws of the Socialist Republic of Vietnam.

2. Service Provider Information

Company Name: KEANGNAM KOREA COMPANY LIMITED

Brand Name: Keangnam Korea

Address: 394-396 Cao Thang, Ward Hoa Hung, Ho Chi Minh City, Vietnam

Business Registration Number: 0314529669

Hotline: +84 911 833 555

Email: [email protected]

Website: https://keangnamkorea.com

3. Scope of Application

This Policy applies to complaints and disputes relating to:

• Use of the Website.
• Consultation registration and appointment booking.
• Cosmetic, aesthetic, and beauty care services.
• Service quality.
• Customer service processes.
• Payments.
• Service warranty.
• Personal data protection and privacy.
• Other rights and obligations arising between customers and Keangnam Korea under applicable laws.

4. Complaint Handling Principles

Keangnam Korea is committed to handling complaints based on the following principles:

• Receiving and reviewing all legitimate complaints promptly.
• Conducting investigations objectively, fairly, and transparently.
• Respecting the lawful rights and interests of all parties.
• Maintaining the confidentiality of customer information throughout the complaint handling process.
• Prioritizing negotiation and amicable settlement.
• Complying with applicable Vietnamese laws and regulations.

5. Complaint Submission Channels

Customers may submit complaints through any of the following official channels:

• Hotline: +84 911 833 555
• Email: [email protected]
• In person at Keangnam Korea.
• Through the Website or other official communication channels, where available.

6. Required Complaint Information

To facilitate efficient handling, customers are requested to provide the following information:

• Full name.
• Telephone number.
• Email address (if applicable).
• Service received.
• Date of service.
• Detailed description of the complaint.
• Supporting documents, photographs, invoices, or other relevant evidence (if available).

Keangnam Korea may request additional information where necessary for verification purposes.

7. Complaint Handling Procedure

Step 1 – Receipt of Complaint

Keangnam Korea will receive the complaint and acknowledge receipt after obtaining the necessary information.

Step 2 – Verification

Keangnam Korea will review the relevant records, documents, payment information, treatment history, and other supporting materials.

Where necessary, customers may be requested to attend an in-person examination or consultation with the attending doctor, specialist, or the relevant department.

For complaints relating to cosmetic or aesthetic treatment outcomes, Keangnam Korea reserves the right to require an in-person follow-up examination before making any professional assessment or determining an appropriate resolution.

Step 3 – Evaluation and Resolution

Based on the findings of the investigation, Keangnam Korea will determine an appropriate resolution in accordance with:

• Applicable laws and regulations.
• Professional medical standards.
• Internal operating procedures.
• Agreements previously entered into between the customer and Keangnam Korea.

Step 4 – Notification

Keangnam Korea will notify the customer of the resolution via telephone, email, or other officially registered communication channels.

8. Processing Time

Keangnam Korea will acknowledge receipt of a complete complaint within 1–3 business days.

Complex cases requiring additional investigation, medical evaluation, or specialist consultation may require a longer processing period. Customers will be informed accordingly.

9. Customer Rights and Responsibilities

Customers have the right to:

• Submit complaints regarding services or Website-related matters.
• Receive explanations regarding the complaint resolution.
• Obtain information regarding the complaint handling process.
• Have their personal information protected in accordance with applicable privacy laws.

Customers are responsible for:

• Providing accurate, truthful, and complete information.
• Cooperating with Keangnam Korea during the investigation process.
• Refraining from providing false information or engaging in conduct intended to damage the lawful reputation, business operations, or legitimate interests of Keangnam Korea or any third party.

10. Rights and Responsibilities of Keangnam Korea

Keangnam Korea is committed to:

• Receiving and handling complaints in accordance with this Policy.
• Conducting objective and professional assessments.
• Protecting customer information.
• Providing timely responses and appropriate resolutions.

Keangnam Korea reserves the right to decline complaints where:

• The complaint lacks sufficient or verifiable information.
• Fraudulent or abusive conduct is suspected.
• The complaint falls outside Keangnam Korea’s legal responsibilities.
• The matter has already been resolved in accordance with this Policy or by a competent authority.

11. Dispute Resolution

In the event of a dispute, both parties shall first seek to resolve the matter through good-faith negotiation and mutual cooperation.

12. Force Majeure

Keangnam Korea shall not be held liable for delays or failures in handling complaints resulting from circumstances beyond its reasonable control, including but not limited to:

• Natural disasters.
• Fires.
• Epidemics or pandemics.
• War or civil unrest.
• Power outages.
• System failures.
• Government orders or regulatory actions.
• Other force majeure events recognized under applicable law.

In such cases, Keangnam Korea will make reasonable efforts to notify affected customers and resume processing as soon as practicable.

13. Amendments to This Policy

Keangnam Korea reserves the right to revise, amend, or update this Complaint Handling & Dispute Resolution Policy at any time to reflect changes in business operations or applicable legal requirements.

The revised version shall become effective immediately upon publication on the Website.

Customers are encouraged to review this Policy periodically for updates.