1. MEDEZE MEDICAL’S COMPLAINT AND DISPUTE RESOLUTION MECHANISM

• Self-negotiation (negotiation, negotiation)
• Through authorities
• Another form

Medeze Medical is responsible for resolving Customer complaints related to products/services provided by Medeze Medical on https://medezemedical.vn:

1. Medeze Medical will receive complaints immediately after receiving notification from the person submitting the request.
2. Medeze Medical will handle and explain complaints and disputes immediately after having complete information about the events that require dispute resolution and receiving support from competent authorities to resolve the matter accordingly.
3. Customers/complainants have the right to request protection from competent authorities in case of disputes with Medeze Medical if the disputes are not resolved satisfactorily.

In specific cases, Medeze Medical will: require customers to be responsible for providing accurate intangible and tangible information about the arising complaints and conflicts that need to be resolved that the Customer has found themselves in. suffered damage.

2. APPLICABLE LAW AND DISPUTE RESOLUTION AUTHORITY

This agreement is governed by Vietnamese law. Any dispute arising during the use of the Services with Medeze Medical will be resolved in a competent court of Vietnam, in accordance with the current laws of Vietnam.

3. TIMELINE FOR RESOLVING COMPLAINTS AND DISPUTES

Any complaints or disputes arising from this Agreement, within Medeze Medical’s jurisdiction, must be sent to Medeze Medical within 01 (one) month from the date of the event giving rise to such complaint or dispute. .

4. CONDITIONS AND METHODS FOR RESOLVING COMPLAINTS AND DISPUTES

1. We only support and resolve your complaints and disputes within Medeze Medical’s authority in accordance with Vietnamese law within the framework of providing complete, honest and accurate information when incidents occur. The case needs to be handled to resolve the dispute.
2. For disputes between users or between users of the stem cell storage service and Medeze Medical, we will base on the system’s records to resolve. Accordingly, we will protect maximum benefits for users who fully register information according to regulations.

5. PROCESS FOR RECEIVING AND HANDLING COMPLAINTS AND DISPUTES

Medeze Medical will resolve disputes according to the following process:

Step 1:

Medeze Medical’s Customer Care Department will receive complaints from Members or the Sales Department will receive complaints from Customers. These Departments will proactively and quickly resolve within the scope of their authority and responsibility and immediately respond to the results of complaints based on the policies that Medeze Medical has announced.

Step 2:

In the case of complaints and disputes that are complex or not specified in Medeze Medical’s published policies, the Customer Care Department/Sales Department will commit to a response time limit for the Customer. more than 7 working days.

Step 3:

Communicate Medeze Medical’s complaint and dispute resolution results to the customer/complainant and update the customer/complainant’s preferences.

Step 4:

Transfer the complaint resolution results approved by the customer/complaint sender to the relevant departments/authorities for implementation and publication/announcement if necessary.

Step 5:

Medeze Medical confirms with the Customer the result of the complaint once resolved.

If through agreement the conflict arising from the transaction cannot be resolved, Medeze Medical will ask a competent legal agency to intervene to ensure the highest legal interests for the Customer.

6. CONTACT INFORMATION FOR COMPLAINT HANDLING AND DISPUTE RESOLUTION

When you have any complaints, please do:

• Send an email to: hello@medezemedical.vn, or:
• Call Hotline: 1900 4505

Medeze Medical’s complaint receiving department will proactively contact to clarify the request, at the same time confirm the incident and notify the Customer as soon as possible (no more than 24 working hours from receipt of the complaint). complaint).

Medeze Medical has the right to request the Customer to provide information and evidence related to the complaint to authenticate and clarify the matter, thereby providing an appropriate solution. Any disputes that arise will be prioritized for resolution through negotiation.

Contact Info: