2. Receiving and Handling Feedback, Requests and Complaints

FUVE commits to acknowledging all feedback, requests and complaints within 48 (forty-eight) hours and resolving them within 07 (seven) days. These time limits are counted in working days, excluding Saturdays, Sundays and public holidays under Vietnamese law.

2.1. Official channels

Customers may submit feedback, requests or complaints through any of the following official channels:

1. Email: fuve.vietnam@gmail.com. This is the official channel and is mandatory for requests related to payments, refunds, invoices and personal data, so that a record is kept for reference.

2. Official Facebook page: facebook.com/FUVE.vietnam, for general questions and quick support.

3. Help Desk at the event: for issues arising during the event.

FUVE accepts requests in Vietnamese or English. Foreign Customers will be supported and answered in English.

Impersonation warning: FUVE only contacts Customers through the official channels above. FUVE will never ask Customers for passwords, OTP codes, or any "processing fee" in order to receive a refund. Any such request does not come from FUVE.

2.2. Request content

To be processed promptly, a request should include:

1. Full name and the email address registered to the FUVE account;

2. Order code or ticket code (if any);

3. A specific description of the issue and the Customer's request;

4. Relevant documents and evidence (screenshots, transaction receipts, bank statements).

2.3. Handling process

1. Acknowledgement: FUVE confirms receipt within 48 working hours from the time the request is received.

2. Verification: FUVE checks the information and reconciles transaction data. If more information is needed, FUVE will notify the Customer; the time waiting for the Customer's response is not counted toward the resolution period.

3. Resolution: FUVE notifies the result and resolution within 07 working days from receipt of complete information.

4. Extension: for complex cases requiring investigation with the payment gateway, bank or card issuer, FUVE will notify the reason and expected timeline before the 07-working-day period ends.

5. Review: if the Customer disagrees with the result, they may request a review by email; the review is handled directly by the Head of the Organizing Committee.

2.4. Dispute resolution

FUVE prioritizes resolving disputes through negotiation and mediation in good faith. If no agreement is reached, either party may request the competent consumer protection authority to resolve the matter or file a lawsuit at a competent court. The governing law is the law of Vietnam, including for foreign Customers.