Confirm Modal

Step 1:
In the event of any dispute or complaint arising between the service provider partner (seller) and the customer (buyer) on the ComboBooking.com e-commerce platform, the parties shall prioritize resolving the matter through direct discussion and negotiation in a spirit of cooperation and mutual respect in order to find an appropriate solution.

Step 2:
If the parties are unable to resolve the matter through mutual negotiation or if the negotiation does not lead to a satisfactory result, either party may submit a support request to the Customer Service Department of ComboBooking.com for assistance in handling the dispute or complaint.

Dispute Resolution Contact Information:
• Customer Service Hotline: 0903225254
• Email: info@tourcoach.vn
• Website: ComboBooking.com

Complaint information should include:
• Order/Booking number
• Booker information
• Details of the complaint
• Related images/documents

The Customer Service Department of ComboBooking.com will:
• Receive dispute/complaint information
• Review and verify information related to the transaction
• Coordinate with relevant parties to resolve the issue

If additional documents or information are required, the relevant party must provide them within 07 days from the date of request. Failure to provide the required information within the specified period may result in delays or termination of the dispute handling process.

Dispute or complaint handling period:
• Within 07 to 15 business days from the date all valid information is fully received.

Depending on the nature of the case, ComboBooking.com may provide appropriate support measures to the party whose rights are verified to have been affected, including:
• Booking/service adjustment
• Service replacement support
• Review and support for refunds according to the cancellation and refund policy of each product
• Review of reasonable compensation support
• Additional information support
• Warning or temporary suspension of cooperation with violating partners
• Other appropriate measures in accordance with the platform’s operational regulations

Step 3:
If the parties agree with the resolution proposed by ComboBooking.com, they shall cooperate in implementing the agreed solution within 15 business days from the date of receiving the official resolution notice.

Step 4:
If the parties do not agree with the resolution proposed by ComboBooking.com or fail to reach a final agreement, they have the right to:
• Submit a complaint to the competent government authority
• Or initiate legal proceedings in court in accordance with the current laws of Vietnam

Responsibilities of ComboBooking.com

During the dispute or complaint resolution process, ComboBooking.com is responsible for:
• Supporting the provision of information related to transactions, bookings, or service provider partners within the scope permitted by law
• Supporting communication and verification between the parties regarding the dispute content
• Coordinating efforts to protect the legitimate rights and interests of customers and partners on the platform

Relevant information shall only be provided within the scope permitted by Vietnamese law and the privacy protection policy.

ComboBooking.com is an e-commerce intermediary platform that supports dispute resolution; however, responsibility for the provision, quality, operation, and fulfillment of services belongs to the respective service provider partner.

ComboBooking.com acts as a neutral e-commerce intermediary platform that supports communication and negotiation between the parties and does not have the authority to issue legal judgments or enforce decisions.

In cases involving false complaints, infringement of others’ rights, or repeated malicious complaints, ComboBooking.com reserves the right to impose restrictions on the related account or service usage.

During the dispute resolution process, all parties are required to cooperate in good faith, provide necessary information, and refrain from defamation, spreading false information, or interfering with the operation of the platform.

ComboBooking.com serves as an e-commerce intermediary platform connecting customers with partners providing travel services, accommodations, attraction tickets, combo products, and related services.