Updated:
Scope and contact channels
Contact the company by its published email, phone or Zalo about website content, advice, accounts, orders, delivery, service quality or invoices. Minute terms apply to Dịch Trực Tuyến; other services follow their prior quote or agreement.
Information to provide
Provide account email, order ID or service, the issue, time, steps already tried and expected remedy. For payments, include amount, time and bank transaction ID with necessary evidence only. For interpretation faults, identify room/session, timestamps and affected minutes without unnecessarily sharing an entire meeting. For invoices, specify the order and correction needed. Never share passwords, OTPs, bank-login details or active room links with unauthorized people.
Process and response periods
We receive and identify the request, ask for missing details and reconcile records, explain findings and options, and accept additional evidence or a request for review. Initial acknowledgement, a request for more information or an initial direction is provided within 3 working days of receipt; this does not mean all issues are resolved.
If more verification is required, we explain why, what is missing and the estimated timing; customers can request progress updates. For consumer negotiation requests, we receive and conduct negotiation within 7 working days of receipt as described by the National Competition Commission guidance cited in the Vietnamese original. Initial-response or verification timing does not replace this negotiation period.
Minute-package complaints
Unused or expired minutes do not automatically trigger a refund. Accepted service faults use affected accepted minutes and that package’s paid unit price, with a downward invoice adjustment. Compensation for affected used minutes is reconciled separately from the app’s unused-minute refund operation. Duplicate, excess, unmatched payments and non-delivery are separately verified under the delivery and refund policy.
Information protection and rights
Complaint information is used for verification, communication and resolution under the privacy policy. This internal process does not exclude contacting competent authorities or other customer rights under applicable rules.
Contact
Công ty TNHH Vận Tốc Số Việt NamVietnam Digital Velocity
114/44/26 Đường số 8, Khu phố 22, Phường Bình Hưng Hòa, Thành phố Hồ Chí Minh, Việt Nam
0319739684