POLICY FOR RESOLVING COMPLAINTS AND DISPUTES ON THE IGUIDE.AI E-COMMERCE PLATFORM

1. Purpose

This policy outlines the principles, procedures, deadlines, and channels for receiving complaints, feedback, and disputes arising during the use of the iGuide.ai e-commerce platform, including complaints between:

• Buyer/Service User with Service Provider (SP);
• Buyers/Service Users or Suppliers with iGuide.ai;
• Other stakeholders have rights and obligations affected by transactions conducted through the Exchange.

The objective is to protect the legitimate rights and interests of all participating parties, ensuring that complaints and disputes are resolved promptly, transparently, and in accordance with current legal regulations and the iGuide.ai Platform Operating Regulations.

2. Applicable subjects

This policy applies to:

• Buyers/Users of services on the iGuide.ai platform;
• Service providers (NCCs) have signed contracts/partnerships and provide services through the iGuide.ai platform;
• Other organizations and individuals may be involved if they have grounds to believe that their legitimate rights and interests have been affected by transactions conducted on the iGuide.ai platform.

3. Channels for receiving complaints and disputes

iGuide.ai accepts complaints, feedback, and disputes through one or more of the following channels:

• E-mail:[email protected]
• Hotline: tThe phone number is officially published on the iGuide.ai website/app at each period;
• Online complaint form on the Platform:through a User account or an electronic form provided on the platform.

The channels for receiving submissions may be updated or changed from time to time; iGuide.ai will publish the corresponding information on its website/app.

4. Complaint reception and resolution process

4.1. Submitting a complaint

The Buyer, Supplier, or related party (hereinafter collectively referred to as the “Complainant”) shall:

• Submit your complaint through one of the channels listed in Section 3;
• Please provide at least the following information (if available):
• • Full name, contact information (email, phone number);
  • Transaction/service order code, transaction time;
  • Provide a brief description of the incident, the content of the complaint, and the requested resolution.
  • Relevant documents and evidence (invoices, receipts, communication with the supplier/buyer, photos/videos, etc., if available).

If the information and documents are incomplete, iGuide.ai may request the complainant to provide additional information for consideration and processing.

4.2. Confirmation of receipt of complaint

• After receiving a valid complaint through the above channels, iGuide.ai will respond with confirmation of receipt within approximately [timeframe].24–48 working hours;
• If the complaint falls outside the scope of iGuide.ai's resolution (e.g., a complaint about the vendor's internal policy unrelated to the use of the Platform), iGuide.ai will inform the complainant and/or guide them to contact the appropriate authority.

4.3. Handling and coordinating solutions

Based on the received complaint, iGuide.ai will:

• Verify and cross-check the information: Verify transaction data on the system, related exchange history (if any), and compare it with the Operating Regulations and relevant terms/contracts;
• Contact and coordinate with relevant parties:
• • Work with the supplier, buyer, or relevant partners (e.g., payment service provider) to clarify the cause, responsibility, and appropriate course of action;
  • Request the Supplier to provide information, documents, and explanations related to the complaint (for disputes between the Buyer and the Supplier).
• Proposed solution facility:
• • The content of the contract/terms of the transaction between the parties;
  • The service provider's refund/exchange policy applies to the transaction;
  • Operating regulations of the iGuide.ai platform and relevant legal provisions.

The proposed solutions may include one or more of the following: assisting in connecting the two parties for negotiation; requesting the service provider to refund the money or change/adjust the service as agreed; or rejecting the request if it is unfounded or outside the scope of iGuide.ai's responsibility and authority.

In all cases, iGuide.ai acts as an intermediary in e-commerce transactions, supporting parties in exchanging information, engaging in dialogue, and encouraging resolution in good faith, respecting the legitimate rights and interests of all parties.

4.4. Notification of resolution results

• After the review is complete, iGuide.ai will notify the Complainant via email, text message, or other equivalent electronic means provided by the parties;
• The notification should clearly state: the content of the complaint, the main verification results, the proposed solution/plan (if any), the deadline and method of implementation (if any obligations arise related to money, services, or other responsibilities);
• If iGuide.ai is unable to resolve the entire request of the Complainant, the notification will specify the scope of processing, the reasons for not being able to fulfill the remaining request, and guide the Complainant on the next steps to take in accordance with the law (if necessary).

5. Time limit for resolving complaints

• For typical cases with complete and uncomplicated information, the maximum time limit for resolution is7–15 working days from the date iGuide.ai confirms receipt of a valid complaint;
• For complex cases involving multiple parties, requiring additional verification time, or depending on the outcome of collaboration with the supplier/partner/related entity, the resolution period may be reasonably extended. In this case, iGuide.ai will:
• • Notify the complainant about the extension of the deadline;
  • Update the processing progress at each stage (if necessary and within reasonable limits).

The specific timeframe may be adjusted in accordance with applicable legal regulations and the Exchange's operating rules at each period.

6. Right to file a lawsuit and request a resolution from a competent authority.

• If the parties disagree with the outcome of the complaint resolution announced by iGuide.ai, or if the complaint or dispute is not resolved through negotiation or mediation, they have the right to:
• • File a lawsuit in the competent court in Hanoi; or
  • Request arbitration or resolution by another competent authority or organization in accordance with the law.
• The initiation of legal proceedings and the request for dispute resolution are carried out in accordance with the procedures and regulations of current Vietnamese law.

Within its scope of responsibility and authority, iGuide.ai will coordinate and provide necessary information and documents (if any and in accordance with the law) to support the dispute resolution process at the competent authority.

This policy is part of the iGuide.ai e-commerce platform's operating regulations and applies uniformly to all Buyers and Suppliers participating in transactions on the platform. iGuide.ai may review, amend, and supplement this policy from time to time; any changes will be published on the platform as per regulations.