DISPUTE RESOLUTION MECHANISM

In the event of a dispute or complaint, SANTAPOCKET encourages negotiation and mediation between the parties to reach a consensus on a solution. If the two parties cannot negotiate with each other and request SANTAPOCKET to mediate the matter, then SANTAPOCKET's decision will be final. 

Dispute resolution contact point: 

SANTA JOINT STOCK COMPANY

Address: 161 Truong Van Bang Street, Cat Lai Ward, Ho Chi Minh City, Vietnam.

* Email: info.santapocket@suga.vn

Hotline: 0974 549 066    

Disputes or complaints will be received and processed by us in the following order:

Step 1: SANTAPOCKET receives information regarding complaints and disputes.

Step 2: SANTAPOCKET verifies the information.

Step 3: SANTAPOCKET acts as a third-party mediator for members (if the dispute is between the Buyer and the Seller), or conducts negotiations with the member (if the dispute is between the member and SANTAPOCKET).

Step 4: Resolve disputes by negotiation or mediation if negotiation/mediation is successful.

Step 5: If the mediation fails, the dispute will be resolved at the competent People's Court. The court's decision is binding on the parties.

Specifically:

+ In the event of a dispute arising between Seller with the Buyer: 

Parties must take a responsible role in actively resolving the problem.

Disputes related to product quality or refund/warranty policies… will be primarily the responsibility of the Seller to resolve with the Buyer. The SantaPocket application is only responsible for acting as an intermediary to receive information from the Buyer – forwarding the information to the Seller, mediating between the two parties and facilitating the resolution of the case between them.

For the Seller: they are responsible for providing the Buyer with documentary evidence verifying the information related to the dispute. On SantaPocket's part, we will be responsible for providing information related to one member party if requested by the other party.

After the Buyer and Seller have resolved the dispute, both parties are responsible for reporting it to the SantaPocket application management team. In the event of a transaction dispute where the fault lies with the Seller: SantaPocket will take measures such as issuing a warning, locking the account, or referring the case to the competent legal authorities, depending on the severity of the violation. The company will terminate and remove all product listings from that Seller on the SantaPocket application. Simultaneously, we will require the Seller to provide appropriate compensation to the Buyer. 

If the Buyer and Seller cannot reach an agreement to resolve the dispute, either party has the right to bring the case to a competent People's Court for resolution.

We – SantaPocket – always respect and strictly adhere to legal regulations regarding the protection of customer rights. Any fraudulent or deceptive business practices are condemned, and violators will be held fully accountable under the law. 

+ In the event of a dispute arising between a member (users in general) and SANTAPOCKET

SANTAPOCKET bears the primary responsibility for resolving conflicts, mediating disputes, and ensuring the interests of its members. If a conflict is determined to be SANTAPOCKET's fault, the application's management team will promptly develop a solution to meet the criteria set by the other party. Conversely, if the conflict arises from a member's fault, SANTAPOCKET will send a notification for correction or change in accordance with SANTAPOCKET's regulations to resolve the conflict. Measures such as warnings, account suspension, or even termination of all transactions on the application may be applied if necessary. 

If the agreement does not achieve the desired results, either party has the right to bring the case to a competent People's Court for settlement.

SANTAPOCKET is committed to resolving all disputes and claims objectively, based on contractual agreements and legal regulations.