Terms and Conditions

Terms and conditions

GoSend Postal Service Quality Standard

This GoSend Postal Service Quality Standard (Service Quality Standard) is applied by Go Send Co., Ltd. (the Company) to: Package, parcel service (hereinafter referred to as “Postage”).
Maximum acceptable size and weight
1. Lenght: 70 cm;
2. Width: 50 cm;
3. Height: 50 cm; and
4. Maximum weight: 20 kilogram (kg)
Note: The Carrier (Driver) will only accept the carriage of the Postage in the event the Postage is repackaged as a single Postage.

Processing time for each order of Postage carriage.
For each order of Postage carriage, the Postage will be delivered as soon as the Postage is accepted by the Carrier and will be delivered to the recipient within the estimated time shown on the application and no later than 24 hours since the Postage is accepted.

Handling unclaimed Postage
In case of undeliverable Postage, returned Postage, non-returnable Postage to the sender, or unclaimed Postage, the provisions of Article 17 of the Law on Post and Joint Circular No. 18/ 2015/TTLT-BTTTT-BTC July 17, 2015 shall be applied.

Complaint settlement time
1. 5.1 The maximum time limit to resolve each User's complaint arising from, or related to, the GoSend postal service agreement is: 02 months from the date of first receipt of valid complaint and other relevant information, documents.
2. 5.2 For the purposes of section 5.1 above, a complaint is considered valid when the complaint is made within the statute of limitations for appeal as provided for by the laws applicable in Vietnam to the GoSend service and is made:
  1. (a) fully and successfully through the complaint function on the application, and at the same time receive a notice of receipt of a complaint from the Company or its affiliates;
  2. (b) via phone number of customer care center 1900636252 or email carevn@gojek.com;
  3. (c) directly at the Company's complaint-receiving facility: 360A Ben Van Don, Ward 1, District 4, Ho Chi Minh City and/or Floor G, Richy Building, 35 Mac Thai To, Yen Hoa Ward, Cau Giay, Hanoi; or
  4. (d) other forms of complaint permitted by law.