Complaints & disputes procedure

CÔNG TY TNHH DÙ LƯỢN HÀ GIANG (HA GIANG PARAGLIDING COMPANY LIMITED) values all customer feedback. This procedure applies to complaints and disputes about services booked through hagiangparamotor.com or our official contact channels, in line with the Law on Protection of Consumers' Rights and Decree 52/2013/ND-CP (as amended by Decree 85/2021/ND-CP).

1. Principles

• Respectful, objective and in good faith; negotiation and mediation first.
• The complainant's information is kept confidential.
• Resolution based on the terms and policies published on the website and the laws of Vietnam.

2. Where to complain

• In person at the flying site: speak to the chief pilot or the flight coordinator.
• Hotline / Zalo / WhatsApp: +84 964 073 555 (Mr. My – chief pilot) · +84 385 907 789 (flight coordinator).
• Email: hagiangparamotor@gmail.com.
• The form on our Contact page.

3. What to include

Your name, phone number, booking code (if any), flight date, a description of the issue with any evidence (photos, video, payment receipt…) and what you would like us to do.

4. How we handle it

1. Receipt: we log your complaint and reply within 1 working day through the channel you used.
2. Investigation: we check the booking, flight schedule and payment history and talk to the pilot and staff involved.
3. Response and proposal: for example rescheduling, a refund under the Cancellation, rescheduling & refund policy, or a refund of the filming fee after a technical fault.
4. Resolution: we carry out the agreed solution and tell you the outcome.

We reply to every complaint within 1 working day of receiving it. Where more checks are needed, we keep you informed and resolve it as quickly as possible under consumer protection law; any refund is made within 5 working days.

5. If no agreement is reached

If we cannot reach an agreement, you may:

• request mediation through a mediation organisation or a social organisation that protects consumers' rights;
• contact the state authority responsible for consumer protection;
• bring the dispute to arbitration (if both parties have agreed to it) or to the competent People's Court as provided by law.

6. Our responsibilities

We provide all information and documents related to the transaction (booking, payment, the terms you accepted) when requested by you or a competent authority, and we are responsible under the law for the services we provide.