PROCESS OF RECEIVING AND HANDLING COMPLAINTS REGARDING Kubet SERVICES

I. PURPOSE, REGULATIONS, AND APPLICABLE SCOPE

1. Purpose:

To unify and standardize the handling of customer complaints regarding Kubet’s products and services across mobile application platforms (hereinafter referred to as ‘Kubet’), while ensuring prompt, professional, and compliant processing, as well as controlling and mitigating associated risks.

2. Applicable scope:

Applicable at Kubet, the Customer Service department and collaborating departments are responsible for resolving customer complaints related to Kubet’s products and services on mobile application platforms.

3. Complaint resolution regulations:

• The time for receiving customer complaints as stipulated by the Kubet Customer Service department is regulated in section III.
• The maximum processing and decision-making time for complaints shall not exceed 60 (sixty) working days from the date of first receiving the customer’s complaint information.
• The time and methods for receiving complaints are applicable for all working days of the week from Monday to Friday, excluding public holidays, festivals, and Tet holiday as regulated by law:
  • Via email support@Kubet.com: operational from 08:30 to 18:00;
  • Recorded hotline 1900 636 736, operational from 08:30 to 18:00;
  • Official social media channels of Kubet such as the Kubet Vietnam Facebook page, Zalo OA channel, operational from 08:30 to 18:00;
  • Direct correspondence to the Customer Service department of Kubet Company.

II. DEFINITIONS AND ABBREVIATIONS:

• CS: Customer Service

III. PROCESS DESCRIPTION:

1. Complaint reception time:

• 05 days from the date the customer books the service on the Kubet system for complaints about lost or missing property;
  In cases where more than 05 days have passed since the customer booked the service on the Kubet system for complaints about lost property, customers are requested to provide a report to Kubet to record the incident. At the same time, customers are requested to contact the relevant authorities for assistance in investigating and clarifying the matter.

• 03 days from the date the customer books the service on the Kubet system for complaints about damaged property, and/or other issues directly related to the tasker.

• The time for receiving complaints regarding warranty issues for services related to the cleaning of machinery and equipment:

  Cleaning air conditioners, washing machines, and water heaters: within 7 days from the date the task is completed on the application.
  Laundry service: within 48 hours from the date the task is completed on the application.
  Upholstery service: within 24 hours from the date the task is completed on the application.

  For complaints that do not meet any of the above conditions, Kubet will consider, evaluate, negotiate, and propose compensation to the customer according to the compensation table below.

  Kubet is not responsible for any other damages that arise without prior agreement and/or complaints arising from the Customer and/or tasker not notifying or reporting the incident to Kubet’s Customer Service Department, and/or complaints arising from the Customer and/or tasker making their own agreements, negotiations, or any form of verbal and/or written agreement without Kubet’s confirmation.

2. Detailed instructions for handling complaints

Step 1: Customer submits inquiries/complaints

• Customers submit requests for processing, inquiries needing clarification, or complaints related to Kubet’s products or services through the designated support channels.

Step 2: Information reception

• Customer Service will receive the information and respond through the designated channels of reception.
• Time: 01 working day.

Step 3: Information classification

• The Customer Service team will categorize customer requests to provide timely support solutions.
  • A. Requests belonging to the advisory, clarification group:
    • The Customer Service team will directly advise customers on information related to products, services, promotional programs, events, product usage guidelines… published on the website /, the Kubet app, and information authorized to be provided to customers.
    • Additionally, in cases where customers inquire about other issues related to information not yet disclosed or authorized to be provided to customers, the Customer Service team will receive these inquiries to discuss with internal departments and provide feedback to customers once formal results are available, then proceed to Step B.
    • At the same time, Customer Service executes Step 7 after the advisory process is completed.
  • B. Requests for resolving complaints:
    Based on the information received from customers, the Customer Service team will categorize customer complaints to devise appropriate support solutions. The basic types of complaints include:
    • Unable to log in/log out.
    • Complaints related to collaborators.
    • Complaints related to service quality.
    • Complaints related to theft, property damage, or warranty of machinery and equipment after cleaning.
    • Various errors on the Kubet app and website /
    • Complaints related to payments on the Kubet app.
    • Complaints related to code of conduct.
    • Other types of complaints.
• Time: 01 working day.

Step 4: Opening complaints and resolution

• Customer Service opens the complaint while simultaneously responding to the customer’s inquiry through the customer feedback channel and gathers personal information of the customer such as name, phone number, login account, screenshots displaying error messages, payment receipts… as a basis for investigation and resolution or forwarding to relevant supporting departments.
• When continuing to receive information from Customer Service, the relevant department is responsible for checking and processing and ensuring to respond to the results within the prescribed time.
• Personnel in charge: Customer Service (CS) – Relevant departments
• Time: 01 – 60 working days.

Step 5: Mediation and proposed solution

• Based on the solutions proposed for the complaints, Customer Service will provide explanations and support to customers through the reception channel.
• In cases where Customer Service has provided assistance but the customer still disagrees and wishes for Kubet to continue resolving the issue, Customer Service will continue to record and further communicate with relevant departments to find an optimal solution for all parties involved to address the complaint thoroughly.
• The relevant departments are required to continue to support Customer Service until the customer agrees with Kubet’s proposed solution.
• In cases where all parties have discussed and proposed support solutions but the customer still does not agree, Kubet’s decision is final to complete the customer support process, and Customer Service proceeds to Step VII.
• Personnel in charge: Customer Service (CS) – Relevant departments
• Time: 01 – 05 working days.

Step 6: Notification of resolution direction

• After official results are available, Customer Service will respond directly to customers through the reception channel.
• Personnel in charge: Customer Service (CS)
• Time: 01 working day.

Step 7: Finishing and closing complaint

• Customer Service closes the complaint.
• Personnel in charge: Customer Service (CS)
• Time: 01 working day.

IV. REGULATIONS ON COMPENSATION FOR DAMAGES:

In cases of theft or loss of property (with invoices, documents, and valid evidence):

In cases of damaged property (with invoices, documents):

For cases where property has no invoices or documents, or the value of the property is undetermined (antiques, heirlooms, memorabilia, without verification documents…), Kubet will base the compensation on the value of the damaged property to propose and negotiate an appropriate compensation amount.

V. OTHER REGULATIONS:

Parties involved in disputes and complaints are responsible for actively resolving the issue. Complainants must provide accurate evidence and information related to the conflict. The Kubet Application Management is responsible for verifying the evidence and information provided by the complainant and responding through the complaint system.

The Kubet Application only supports and resolves user complaints and accusations if the user has provided complete, truthful, and accurate information and account details.

For disputes among Kubet Application users, the Kubet Application Management may provide contact information to the disputing parties to resolve the issue independently, or the Kubet Application Management will address the matter based on the actual situation. Accordingly, the Kubet Application will protect the legitimate rights of lawful users to the maximum extent possible. After the dispute is resolved, the parties involved must report the outcome to the Kubet Application Management. If the dispute is proven to be caused by a specific user, Kubet Application will take measures such as issuing a warning, locking the account, or referring the matter to the competent legal authorities, depending on the severity of the violation. The Kubet Application will terminate and remove the user’s account from the platform and require that user to publicly apologize to the affected party.

If the dispute or conflict cannot be resolved through negotiation between the parties, either party has the right to seek intervention from the competent legal authorities to ensure their legitimate interests.

Kubet only processes complaints upon receiving request information from Users and/or a third party when providing reasonable, valid, and relevant information regarding Kubet’s activities and services.

To prevent further losses, upon receiving a complaint, Kubet will proceed to block the accounts, transactions related to the complaint, and the account being complained about.

Kubet conducts information verification and complaint resolution on a fair, transparent basis with Users and relevant parties.

In case of legal violations and/or organized fraudulent activities, Kubet has the responsibility and will cooperate with relevant authorities to resolve the issue.

Complaints are only considered appropriate if they arise within the specified timeframe outlined in this provision from the date the task occurs on the Kubet system, except when Users can demonstrate an inability to file a complaint due to force majeure factors. After this deadline, Kubet reserves the right to reject a complaint resolution.

All of Kubet’s partners have established complaint handling procedures with set deadlines, and Kubet must adhere to this issue. Therefore, Kubet may take up to a maximum of 60 days (or another deadline as stipulated by law, whichever is shorter) to resolve complaints depending on the nature of the complaints. Kubet encourages Users to cooperate and stay in touch with us while adhering to the response time throughout the collaborative complaint resolution process so that Kubet can effectively handle these complaints.

During the complaint resolution process, Kubet reserves the right to request Users to provide evidence to verify the authenticity of the complaint. We hope to receive cooperation from Users to proceed with the complaint resolution. The information provided by Users will only be exchanged for the purpose of handling the complaint.

For all tasks that do not have matching information on the Kubet system, Kubet will refuse to accept processing. Additionally, customer and tasker reports must be verified by Kubet and must declare information about damage, loss, the value of the property, and provide evidence of the incurred losses and damages;

The complainant must be the customer – either directly or indirectly using the service/ paying the fee for the task;

For damaged or lost property during the service usage, customers must provide intact evidence (photos, videos, etc.) of the property before the time the tasker arrives or the scheduled time recorded on the Kubet system, and evidence (photos, videos, etc.) of the damaged condition of the property after receiving the current condition from the tasker. Meanwhile, Kubet is not obligated to provide a signed handover record from the customer/tasker regarding the intact condition of the property during service usage. For property with documents proving the value of goods (purchase invoices, receipts, etc.), Kubet may accept matching information from the supplier of that property based on valuation for acceptance.

The Customer agrees to accept compensation and ensure Kubet and its officers, directors, employees, and agents harmless from any and all claims for compensation, demands, legal liabilities, and expenses (including legal fees) arising from or related to:
(i) The Customer breaches or violates these Terms;
(ii) The Customer violates the rights of any third parties, including Third Party Providers.
When a dispute or complaint arises, Kubet encourages negotiation and mediation among the parties to reach consensus on a solution. If the parties cannot negotiate with each other and ask Kubet to resolve the case. Kubet’s decision is final.