1. BOOKING POLICY
1.1. The Website allows you to check all booking information before placing the request to us so we will not be responsible in case of incorrect booking information (such as: woring destination, stay period, or number of people stay, etc)
1.2. If after receiving our booking confirmation, should you find any technical error from the website, please contact Our Customer Service for immediate assistance.
1.3. Booking information can always be checked via email confirmation or at "My Bookings" on the website if you logged in / created the account when booking.
2. POLICY FOR REPORTING DEFECTIVE PRODUCTS OR NON-QUALIFIED SERVICE
2.1. We aim to provide the best quality goods and services to you and refuse to provide goods and services that violate the provisions of Vietnamese law.
2.2. Report any infringing products or service issues immediately via the contact details in Section 3 for verification and support.
2.3. If a quality issue arises due to our fault, the 'Return and Refund Policy' in Section 4 will apply.
3. COMPLAINT RESOLUTION PROCEDURE
3.1. We promptly receive and address complaints related to website transactions.
3.2. You have the right to file complaints about service quality discrepancies or inaccurate payment information that caused you harm, as detailed below
Contact information:
TUISTAY CO., LTD
Address: 28 Hung Thai Street, Tan Phong Ward, District 7, Ho Chi Minh City, Vietnam
Telephone number (quality reflection): 088 808 7396
Email: booking@movemee.vn
3.3. Upon receiving your complaint, we will verify the information. If your claim is valid, we will take appropriate action based on the severity and notify you accordingly.
3.4. Steps to settle disp3.4. Dispute and Complaint Resolution Process:
Step 1: Our Customer Support Team receives your complaint.
Step 2: We contact you to verify the reported issue.
Step 3: We coordinate with relevant departments to assess service quality against your feedback.
Step 4: We notify you of the resolution via phone, email, or other communication channels.
Step 5: If applicable, we implement the resolution (e.g., refunds by Accounting/Finance) and confirm complaint closure with youutes and complaints.
4. CANCELLATION AND REFUND POLICY
4.1. For booking requests that have been confirmed by us in accordance with the information you provided, we will base on the cancellation / modification policy of each property to apply the refund.
4.2. Any booking requests with incorrect information due to technical errors found on the website, errors will be checked, followed by the cancellation & refund solutions. The lead time is 03 – 05 working days from the date we receive the request from you. For urgent reservation requests, immediate support will be provided.
4.3. Refund method: Should the cancellation / refund applied to your booking, the payment should be deposited into the account within a maximum of 30 working days from the date the two parties agree on the refund value. The refund value will be specifically agreed upon by the two Parties or according to the Cancellation Policy of the property, as the case may be, depending on the condition and error arising from which party.
5. WARRANTY
The Products/Services We provide will not be subject to a warranty policy.