Feedback & Complaint Handling Policy

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Last updated: 24 October 2026

V-Mart Logistics Company Limited (“the Company”) always values the feedback of customers and partners. This Policy sets out how we receive and handle feedback and complaints relating to our website and the services we provide, in order to ensure that every request is handled promptly, transparently and fairly.

1. Scope of application

This Policy applies to feedback and complaints relating to:

  • Information and content published on the website;
  • Consultation and quotation requests submitted through the website;
  • The customs declaration, international transportation, import–export, logistics and related services provided by the Company;
  • The conduct and service attitude of the Company’s employees;
  • The collection and processing of personal information.

For services provided under a signed contract, booking confirmation or service agreement, the terms of that contract/agreement shall prevail. This Policy applies to matters not covered by such documents.

2. Channels for receiving feedback and complaints

You may send feedback or complaints to us through the following channels:

  • Email: henry@vmartlogistics.com.vn;
  • Phone: 028 38991136/37/38 (during business hours);
  • The contact form on the website;
  • In person or by post at: 38/6 Tan Cang, Thanh My Tay Ward, Ho Chi Minh City, Vietnam.

3. Information to be provided

To help us handle your request quickly and accurately, please provide:

  • Full name, company name and contact details (phone number, email);
  • Shipment reference, booking number, bill of lading/air waybill number, customs declaration number or invoice number (if any);
  • A detailed description of the issue, the time it occurred and your request;
  • Related documents and evidence (photos, documents, correspondence, etc.), if any.

4. Handling process

  • Step 1 – Receiving: The Company receives the feedback or complaint through the channels above and confirms receipt with the customer;
  • Step 2 – Verification: The responsible department reviews the information, checks related documents and, where necessary, works with carriers, partners or relevant parties;
  • Step 3 – Response: The Company informs the customer of the result and proposes an appropriate solution;
  • Step 4 – Closing: Once both parties agree on the solution, the Company carries it out and closes the complaint.

The handling time depends on the nature and complexity of each case and on the involvement of third parties (shipping lines, airlines, carriers, competent authorities, etc.). We will keep you informed of the progress throughout the handling process.

5. Principles of handling

  • Respect, listening and good faith toward customers;
  • Objectivity, transparency and compliance with the agreed terms and applicable laws;
  • Confidentiality of the information provided by customers in accordance with our Personal Data Protection Policy.

6. Dispute resolution

Where a complaint cannot be resolved through negotiation, the dispute shall be resolved in accordance with the laws of Vietnam and by the competent authority as prescribed by law, as set out in our Website Terms of Use.

7. Contact Information

V-MART LOGISTICS COMPANY LIMITED

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