Go Send Co., Ltd (the Company)’s compensation policy for postal services (GoSend) (Compensation Policy) applies to valid complaints from Users using the service (User) and arising out of, or in connection with, the GoSend postal service agreement for package or parcel services (hereinafter referred to as “Postage”).

For purposes of this Compensation Policy, a complaint is considered valid if the User's complaint is made within the statute of limitations for claims set forth in section 2.1 below 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.

(a valid complaint as described above is called a Complaint). 

1. LIMITATION OF LIABILITY FOR COMPENSATION

   The limitation of compensation according to the postal service agreement for Users by the Company, in accordance with the law of Vietnam (Article 40 of the Postal Law and Article 25 of Decree No. 47/2011/ND-CP dated June 17, 2011), up to the actual value of the Postage at the time of loss, but not exceeding VND 2,000,000 (in words: two million VND) for each loss (per order). As such, The User must provide documents relating to the value of the Postage upon request. In case Users cannot provide the documents as required by the Company (including but not limit to the case of handwritten invoices), the Company will only compensate 200,000 dongs (in word: two hundred thousand dongs) for each case (each send order).  

   The Company is not responsible for any indirect loss outside the agreement or unearned benefits due to the delivery of postal services that are not of the quality agreed upon by the two parties.

   The Company will not have to compensate for loss in the following cases:

   1. (a) Loss caused entirely by the User's breach of the GoSend postal service agreement or by the natural, inherently defective nature of the contents of the Postage;
   2. (b) Users using the GoSend postal service cannot prove the delivery and loss or damage of the Postage;
   3. (c) The Postage has been delivered and the recipient does not comment upon receipt of the Postage;
   4. (d) Postage are confiscated or destroyed in accordance with applicable laws in Vietnam;
   5. (e) User fails to comply with regulations on complaints and dispute settlement in accordance with applicable laws in Vietnam; and
   6. (f) Force majeure cases as prescribed by law.

1. COMPLAINTS SETTLEMENT PROCESS
   
   
   1. 2.1 The statute of limitations for making a Complaint by a User

      To the maximum extent permitted by applicable law in Vietnam for GoSend, the statute of limitations for Complaints is as follows:

      1. (a) 06 months from the end of the processing time for each Postage for Complaint about the loss of the Postage, delivery of the Postage is delayed compared to the published processing time; and
      2. (b) 01 month from the date the Postage is delivered to the recipient for Complaint about the Parcel's deterioration, damage, fare and other matters directly related to the Postage.
   
   
   1. 2.2 Specific Complaint settlement process
      1. (a) Respond to the Company in the valid methods outlined above.
      2. (b) Within seven (05) working days after receiving the Complaint, the Company will check and confirm the information about the Complaint and send a notice of receipt of the Complaint to the User. In case of not accepting complaints, the Company will notify the User in writing and clearly state the reasons for refusing to accept complaints.
      3. (c) Within seven (07) working days from the date of sending the notice of receipt of the Complaint, the Company will respond to the complaint to the User.
      4. (d) After taking a measure to resolve a Complaint that the User does not agree with, the Company will negotiate and conciliate with the User to come up with a suitable solution to handle the Complaint. 
      5. (e) In case the negotiation and conciliation is unsuccessful and the User submits the Complaint to the competent legal authorities for settlement, the Company will be responsible for cooperating with the User and the competent state agency in case of need.

      (*) Note: The Company, in charge of providing postal services will be the unit in charge of handling Complaints for Users. In the process of settling Complaints for Users, the Company will discuss, work and coordinate with the Carrier (Driver) to clarify and definitively resolve the User's Complaint. The compensation (if any) for loss related to the User's Postage will be the responsibility of the Company to the User.

   
   
   1. 2.3 Complaint settlement time limit
      1. (a) In all cases, the settlement of the Complaint will not take longer than two (02) months from the date of receipt of a valid Complaint and its accompanying information, records and documents.
      2. (b) In the event of an invalid Complaint, the settlement period specified in subsection (a) above shall not apply to such invalid Complaint.
      3. (c) To the extent permitted by applicable law in Vietnam for GoSend, the above Complaint settlement period will not apply in all cases where the Company is not at fault for such prolongation, including, but not limited to force majeure or other cases prescribed by applicable law in Vietnam.