MECHANISM FOR RECEIVING AND RESOLVING REPORTS, REQUESTS, COMPLAINTS AND DISPUTES ARISING ON THE 1ZONE E-COMMERCE TRADING PLATFORM

1Zone is responsible for receiving and supporting the handling of reports, requests, complaints and disputes arising in relation to goods and services supplied, listed or transacted on the 1Zone e-commerce trading platform ("1Zone"), within the scope of 1Zone's functions, powers and responsibilities under the law and 1Zone's Operating Regulations.

1Zone gives priority to negotiation and conciliation between the parties in order to protect their lawful rights and interests, while maintaining a transparent, safe and trustworthy trading environment on 1Zone.

1. Channels for submitting reports, requests and complaints

Event Participants, Event Organisers and other relevant parties may submit reports, requests and complaints to 1Zone through the following channels:

• Online: send an email to support@eventista.vn, or use the support/complaint function provided on 1Zone (if available);
• Telephone: contact the Hotline at 0832338688;
• In person: send a written document to the head office of Eventista Company Limited at the address published on 1Zone.

A report, request or complaint should include at least: the full name/organisation name of the complainant; contact information; information about the relevant transaction or event; the content of and reasons for the complaint; the requested resolution; and any related documents, images or evidence (if available).

Where the information provided is incomplete, 1Zone may ask the person submitting the report, request or complaint to supply the additional information and documents needed to review and handle the matter.

2. Order and procedure for receiving and handling

Step 1: Receipt and acknowledgement of the report, request or complaint

Upon receiving a report, request or complaint, 1Zone carries out a preliminary review of its content and acknowledges receipt to the sender.

Initial response time: within 01 working day from the time 1Zone receives a report, request or complaint containing complete information.

Where the report, request or complaint is incomplete, 1Zone will notify the sender of the information and documents to be supplemented within the above period.

Step 2: Verification and requests for information from the parties

Based on the content of the matter, 1Zone may ask the Event Participant and/or the Event Organiser to provide information, documents, records or evidence relating to the transaction, event, goods or services that are the subject of the report or complaint.

The Event Organiser is responsible for cooperating and providing information and documents demonstrating the accuracy, legality and conformity of the goods, services or information supplied on 1Zone, within the scope of 1Zone's reasonable requests.

1Zone may proactively work with the parties to clarify the matter, determine its cause, establish each party's responsibilities and identify an appropriate resolution.

Step 3: Proposing and supporting a resolution

Based on the information and documents provided by the parties and the results of verification, 1Zone may:

• Support the parties in discussing, negotiating and conciliating;
• Request the relevant party to explain or supplement information;
• Request the Event Organiser to take remedial measures or to amend or supplement information about the goods or services;
• Request the Event Organiser to provide a refund, service exchange, compensation or another remedy to the Event Participant on the basis of agreement between the parties and in accordance with the law;
• Temporarily restrict, hide or remove content, products, services or events showing signs of violation;
• Warn, restrict or lock the Event Organiser's account depending on the nature and seriousness of the violation;
• Transfer information and case files to competent state authorities where the matter shows signs of a legal violation or requires intervention by a competent authority.

Step 4: Notification of the outcome

Once the verification results and/or the handling plan are available, 1Zone notifies the relevant parties of the outcome through the contact channel each party has provided.

Where the parties agree with the proposed resolution, they are responsible for cooperating to implement the agreed plan.

Where the parties do not agree with the proposed resolution, or the dispute cannot be resolved through negotiation or conciliation, the parties have the right to bring the matter before a competent state authority or a competent dispute resolution body in accordance with the law.

3. Response times and expected resolution times

Depending on the nature, seriousness and complexity of the matter, 1Zone expects to apply the following handling times:

The above periods are counted from the time 1Zone receives all information and documents necessary to handle the matter.

Where additional time is needed to verify, gather information, work with relevant parties, or due to the complexity of the matter, 1Zone will notify the person submitting the report, request or complaint of the reason and the expected further handling time.

4. Measures and tools supporting the resolution of reports, requests and complaints

Depending on the nature and seriousness of each matter, 1Zone may apply one or more of the following measures and tools:

• Receiving and exchanging information online via email, the support system on 1Zone and the Hotline;
• Requesting the parties to provide related information, documents, records, images or evidence;
• Working with the parties in person or online to verify and clarify the matter;
• Supporting the parties in negotiating, conciliating and agreeing on a resolution;
• Requesting the Event Organiser to correct errors, or to supplement or adjust information;
• Temporarily locking, restricting or removing content, events, goods or services showing signs of violation;
• Warning, restricting or locking the account of a violating Event Organiser;
• Requesting the Event Organiser to cooperate in refunding, exchanging services, compensating or applying an appropriate remedy in agreement with the Event Participant and in accordance with the law;
• Storing information, files and the history of correspondence relating to the matter to support verification and handling;
• Transferring the matter, or providing information and documents, to competent state authorities where necessary in accordance with the law.

1Zone's handling measures are applied in a manner appropriate to the nature and seriousness of the matter, the law, 1Zone's Operating Regulations and the agreement between the relevant parties.

5. Where a dispute cannot be resolved through negotiation or conciliation

Where 1Zone has supported the parties in negotiating and conciliating but the dispute remains unresolved, the Event Participant or the Event Organiser has the right to request a competent state authority or a competent dispute resolution body to resolve the matter in accordance with the law.

1Zone's receipt and support in handling reports, requests and complaints does not limit or affect the parties' right to request dispute resolution in accordance with the law.

6. Complaint contact information

EVENTISTA COMPANY LIMITED

Head office: Floor 12, Vinafor Building, 127 Lo Duc, Hai Ba Trung Ward, Hanoi City, Vietnam

Hotline: 0832338688

Email: support@eventista.vn

1Zone encourages the parties to proactively provide complete, accurate and honest information and documents relating to reports, requests and complaints so that verification and resolution can be carried out quickly, objectively and effectively.