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Policies & legal information

Feedback, Requests & Complaints Handling

Last updated: October 22, 2026

1. Purpose and scope

VIETENTRY TECHNOLOGY COMPANY LIMITED has established a mechanism for receiving and handling feedback, requests and complaints to protect the lawful rights and interests of customers when using the website https://vietentry.com and the VietEntry app. This mechanism applies to issues concerning accounts, visa applications, payments, refunds, service quality and the handling of personal information.

2. Channels for submission

  • Email: support@vietentry.com
  • Phone: +84 373 690 081
  • Contact form: https://vietentry.com/contact
  • Written correspondence to: VIETENTRY TECHNOLOGY COMPANY LIMITED, Lot C4, Royal Era 1 Commercial and Service Urban Complex, An Thuong 31, Ngu Hanh Son Ward, Da Nang City, Vietnam

For faster handling, please provide your full name, contact email or phone number, application ID or tracking code (if any), a description of the matter and related documents. Customers only need to provide the information necessary for the case.

3. Receiving and handling procedure

Step 1 – Receipt: VietEntry records the feedback and confirms receipt to the customer. If the information is incomplete, we will ask the customer to provide more.

Step 2 – Verification: VietEntry checks the application, transaction history and system data, and communicates with the relevant parties (payment gateway, bank) when necessary.

Step 3 – Proposed solution: VietEntry informs the customer of the verification result and the proposed course of action by email or phone, normally within 5 business days of receiving complete information. Cases that require coordination with a bank or state authorities may take longer; in that case we will keep the customer updated on progress.

Step 4 – Resolution: depending on the case, the solution may be an explanation or guidance; correcting and resubmitting the application; fixing a technical error; reconciling the payment; a refund in accordance with the Service Delivery, Cancellation & Refund Policy; or another appropriate form of support.

Step 5 – Notification of outcome: VietEntry notifies the customer of the outcome through the channel through which the matter was received.

4. Customer’s rights and responsibilities

Customers have the right to give feedback, request explanations and ask for resolution when they believe their lawful interests have been affected. Customers are responsible for providing truthful information, cooperating in verification and not abusing complaints to commit fraud or cause harm to VietEntry or third parties.

5. Dispute resolution

The parties will give priority to resolving disputes through negotiation and conciliation in good faith. If no agreement is reached, either party has the right to bring the matter before the competent state authorities or a Court in accordance with Vietnamese law. Customers retain all their rights under consumer protection law.

6. Contact information

  • VIETENTRY TECHNOLOGY COMPANY LIMITED (CÔNG TY TNHH VIETENTRY TECHNOLOGY)
  • Enterprise code (tax code): 0402356140, first issued on 11 September 2026 by the Business Registration Office – Department of Finance of Da Nang City
  • Address: Lot C4, Royal Era 1 Commercial and Service Urban Complex, An Thuong 31, Ngu Hanh Son Ward, Da Nang City, Vietnam
  • Phone: +84 373 690 081
  • Email: support@vietentry.com
  • Website: https://vietentry.com · VietEntry app on the App Store and Google Play