This policy applies to all customers who use services on the website https://culturechiangmai-ngodong.com/
All customer complaints will be received and resolved promptly, fairly, and transparently.
Customer information will remain confidential during the complaint-handling process.
Priority will be given to resolving complaints through negotiation and mediation before applying other measures.
1. Receiving Complaints
Within 7 days from the event date, customers may submit complaints via one of the following methods:
+ Via enquire@culturechiangmai-ngodong.com
+ Via phone: +66 930950191 (VN and TH); +84 768155564 (EN)
When submitting a complaint, customers must provide complete information, including:
Full name and phone number; the event date of ticket
Complaint details and supporting documents (if any).
2. Confirmation and Processing
Within 24 hours of receiving a complaint, our company will confirm and notify the customer of receipt.
Within 05 working days after receipt, the complaint will be reviewed and resolved. Complex cases may take longer but will not exceed 30 days.
The resolution result will be communicated to the customer via email or phone.
In case of a valid complaint, customers are entitled to request compensation. The compensation level will depend on the specific service policy, ensuring the legitimate rights of customers.
If the issue arises from the customer (such as providing incorrect information, unexpected schedule changes, or other errors), we will provide guidance, advice, and support to help minimize the impact on the customer’s experience.
In all cases, we will work directly with customers, in the spirit of cooperation and goodwill, to negotiate and find a reasonable solution that balances the interests of both parties. If negotiation and agreement cannot be reached, disputes, complaints, and claims will be settled at the Vietnam International Arbitration Center (VIAC).
