LandAIA Language notice: This English version is provided for the convenience of international users and store reviewers (Apple / Google). In case of any conflict between the Vietnamese and English versions, the Vietnamese version shall prevail for legal interpretation purposes.
Legal basis: Law on Protection of Consumer Rights No. 59/2023/QH15; Decree No. 52/2013/ND-CP on e-commerce (as amended by Decree No. 85/2021/ND-CP); Law on Personal Data Protection No. 91/2025/QH15.
01 SCOPE
This document sets out how all feedback, requests and complaints of users ("Customers") relating to the use of services on the LandAIA platform are received and resolved, covering the landaia.net website, its subdomains and the LandAIA mobile application (iOS, Android).
02 GENERAL PRINCIPLES
- All feedback, requests and complaints are received and resolved free of charge;
- Resolution is carried out in good faith, through negotiation, respecting the lawful rights and interests of the Customer;
- Complainants' information is kept confidential in accordance with the Platform's Personal Data Privacy Policy;
- The outcome is clearly communicated to the Customer via the channel used to file the complaint (or another channel designated by the Customer).
03 RECEIVING CHANNELS
| Channel | Details | Hours |
|---|---|---|
| Hotline | 0943206933 | 8:00 – 22:00, every day of the week |
| Support email | hotro@landaia.net | 24/7 (replies within support hours) |
| Live chat | Inside the LandAIA app | 8:00 – 22:00, every day of the week |
| In writing | 270 Ngoc Tri Street, Long Bien Ward, Hanoi, Vietnam | Business hours |
- Copyright and intellectual-property complaints: email legal@landaia.net with documents proving your rights;
- Security incidents or data leaks: email hotro@landaia.net with the subject "[URGENT] Security Issue" — we commit to responding within 24 hours;
- Personal-data requests (access, correction, deletion, withdrawal of consent): handled within 72 hours of receiving a valid request, under the published Personal Data Privacy Policy.
04 INFORMATION CUSTOMERS SHOULD PROVIDE
To help us resolve matters quickly and accurately, please provide:
- Full name; the phone number or email registered to your account on the Platform;
- The content of the feedback, request or complaint and when the issue occurred;
- For payment-related complaints: the transaction code or bank-transfer note, amount, and time of the transaction;
- Supporting documents, images or receipts (if any).
05 PROCESS AND TIME LIMITS
- 1
Receipt & acknowledgement ≤ 24 working hours
The support team records the complaint and sends the Customer an acknowledgement of receipt within 24 working hours.
- 2
Classification & verification
The responsible team classifies the case, checks system data, transaction history and related information, and contacts the Customer if more information is needed.
- 3
Resolution & response ≤ 07 working days complex ≤ 15 days
The outcome is communicated to the Customer within 07 working days from receipt of sufficient information. For complex cases requiring reconciliation with third parties (banks, payment intermediaries, app stores), the maximum time limit is 15 working days and the Customer is kept informed of progress.
- 4
Closure & retention
A case is closed when the Customer confirms acceptance of the outcome or the response period expires. Complaint files are retained for inspection and audit as required by law.
06 APP STORE TRANSACTIONS
For service-package purchases made in-app through the App Store (Apple) or Google Play (Google): collection and refunds are handled directly by Apple/Google under the app store's policies. Complaints about app-store charges should be sent to Apple/Google; LandAIA will guide Customers through the process and cooperate by providing relevant information.
07 FURTHER RESOLUTION
If the Customer does not agree with the outcome:
- The Customer may request a review; the case will be re-examined and answered directly by a higher level of Company management;
- The parties shall prioritise negotiation and mediation. If no agreement is reached within 30 days, the dispute shall be settled by the competent People's Court in Hanoi under the laws of Vietnam;
- The Customer may also lodge complaints with the competent state authorities for consumer protection as provided by law.