Dispute Resolution Mechanism
When a dispute or complaint arises, SANTAPOCKET encourages negotiation and mediation between the parties in order to reach an agreed solution. If the parties cannot reach an agreement through negotiation and ask SANTAPOCKET to step in and resolve the matter, SANTAPOCKET's decision shall be final.
Point of contact for receiving and handling disputes:
SANTA JOINT STOCK COMPANY
* Address: 161 Truong Van Bang, Cat Lai Ward, Ho Chi Minh City, Vietnam.
* Email: info.santapocket@suga.vn
* Hotline: 0974 549 066
Disputes and complaints will be received and handled by us in the following order:
Step 1: SANTAPOCKET receives the complaint or dispute information.
Step 2: SANTAPOCKET verifies the information.
Step 3: SANTAPOCKET acts as a third-party mediator between the members (if the dispute is between a Buyer and a Seller), or negotiates directly with the member (if the dispute is between a member and SANTAPOCKET).
Step 4: The dispute is settled through negotiation or mediation, if the negotiation/mediation is successful.
Step 5: If negotiation and mediation fail, the dispute will be resolved at a competent People's Court. The court's judgment is binding on the parties.
In particular:
+ Disputes between a Seller and a Buyer:
Both parties must take an active role and responsibility in resolving the issue.
Disputes relating to product quality, or refund/warranty policies and the like, are the primary responsibility of the Seller, who must resolve them with the Buyer. The SantaPocket application is only responsible for acting as an intermediary: receiving information from the Buyer and forwarding it to the Seller, mediating between the two parties, and facilitating the resolution process between them.
The Seller is responsible for providing documents certifying the information relating to the matter that is causing the conflict with the Buyer. For our part, SantaPocket is responsible for providing information relating to one member if the other party so requests.
Once the Buyer and the Seller have resolved the dispute, both parties must report back to the SantaPocket application management board. Where a transaction gives rise to a conflict and the fault lies with the Seller, SantaPocket will take measures such as issuing a warning, locking the account, or referring the matter to the competent legal authorities, depending on the seriousness of the violation. The Company will terminate and remove all listings of that Seller's products on the SantaPocket application. At the same time, we will require the Seller to compensate and reimburse the Buyer appropriately.
If the Buyer and the Seller cannot reach an agreement to resolve the dispute, either party has the right to bring the matter before a competent People's Court.
We, SantaPocket, always respect and strictly comply with the provisions of law on protecting customers' rights. All fraud and dishonest conduct in business is condemned, and violating parties bear full responsibility before the law.
+ Disputes between a member (users in general) and SANTAPOCKET
SANTAPOCKET bears the greatest responsibility for resolving conflicts, mediating, and safeguarding the interests of members. If the conflict is determined to be the fault of SANTAPOCKET, the application's management board will promptly propose a solution that meets the criteria set by the other party. Conversely, if the conflict arises from the member's fault, SANTAPOCKET will send a notice requiring correction or change in accordance with SANTAPOCKET's regulations in order to end the conflict, and may apply measures such as issuing a warning, locking the account, or even terminating all of the member's transactions on the application if necessary.
If the agreement does not achieve the result both parties desire, either party has the right to bring the matter before a competent People's Court.
SANTAPOCKET undertakes to resolve all disputes and complaints objectively, on the basis of the contractual agreement and the provisions of law.
