COMPLAINT POLICY

At TVPalm, we do not promise absolute perfection, but we do commit to absolute dedication. We understand that journeys in the high mountains of Tay Con Linh always hold potential surprises from nature. When things do not go as expected, we choose to face them with sincerity, composure, and the highest sense of responsibility.

1. Our Resolution Philosophy

• Listening to Understand: We view every piece of feedback as a gift that helps TVPalm refine its “natural standards.”
• Transparency & Authenticity: We speak the truth about risks and never evade responsibility.
• Fairness: The solutions provided must harmonize the interests of the Customer, the Local Community, and the Sustainability of the Ecosystem.

2. Receipt and Processing Procedure

Step 1: On-site Support (Immediate Feedback) During your tour, if there is anything that causes dissatisfaction, please share it directly with your Guide. For small groups (maximum 8 guests), our guides have the flexibility to adjust the itinerary or services immediately to ensure your safety and comfort.

Step 2: Official Receipt If the issue is not resolved satisfactorily on-site, please submit an official complaint through the following channels:

• Hotline/WhatsApp: +84 366 885 955
• Email: info@tvpalm.com
• Recipient: Directly to CEO Nguyen Van Trung or the Operations Manager. We commit to acknowledging the receipt of your information within 24 working hours.

Step 3: Evaluation and Resolution We will work with our field team and the Tay Con Linh Sustainable Tourism Cooperative to investigate the root cause. A final solution will be sent to you within 3-5 working days.

3. Unique Commitments from TVPalm

• Force Majeure (Natural disasters, landslides): Since safety is our absolute priority, if a tour is interrupted, we will prioritize offering an equivalent alternative route or providing a Credit Voucher of up to 110% of the tour value for your next visit.
• Wildlife Experiences: To respect their freedom, we do not absolutely guarantee sightings of the Tonkin Snub-nosed monkey. However, if the service fails to meet our professional commitments, we will provide an appropriate reimbursement policy.
• The “Regenerative Apology”: For every justified complaint regarding service quality or environmental impact, TVPalm will plant 05 indigenous trees in the Tay Con Linh Nature Reserve under your name as a sincere apology and a commitment to making amends to the land.

4. Official Contact Information

If you require support or wish to provide feedback, please contact us at:

• Head Office: Khuoi My, Ha Giang 1, Tuyen Quang Province.
• Representative Office: THD Building, 677 Lac Long Quan, Tay Ho, Hanoi.
• Phone: +84 366 885 955
• Email: info@tvpalm.com
• Website: tvpalm.com