Procedure For Receiving And Resolving Feeback, Request And Complaints

1. General principles

• All customer feedback, requests, and complaints are received, recorded, and resolved in a spirit of good faith, fairness, promptness, and in accordance with the law;
• The complainant’s information is kept confidential throughout the handling process;
• Customers are not charged any fee for the receipt and resolution of complaints.

2. Receiving channels

• Hotline: (+84) 349 635 168 (Monday – Saturday, 9:00 – 18:00);
• Email: consultant.training@khitamtherapy.com / wellness.care@khitamtherapy.com;
• Contact form on the website: https://thekhitamtherapyschool.com;
• Official fanpage: facebook.com/thekhitamtherapyschool.

3. Receiving and resolution process

Step 1 - Receipt and recording: within 24 working hours of receiving the feedback/complaint, the Customer Care team confirms receipt and issues a case reference number for the customer to track.

Step 2 - Verification and classification: within 02–03 working days, we verify the information, classify the content (training services, payment, learning account, service attitude, other) and forward it to the responsible department.

Step 3 - Resolution and response: the maximum resolution time is 07 working days; for complex cases (involving third parties such as banks, payment gateways, or delivery partners) the maximum is 15 working days. Where additional time is needed, we will keep the customer informed of progress.

Step 4 - Case closure and archiving: the resolution outcome is communicated by email or in writing; case files are retained for at least 02 years for reconciliation and inspection purposes.

4. Responsibilities of the parties

• Customers shall provide truthful and complete information and supporting documents (order code, payment documents, correspondence) so that the matter can be handled quickly and accurately;
• The Company is responsible for receiving, verifying, resolving, and responding within the committed timeframes, and for proactively compensating and remedying where the fault lies with the Company;
• It is strictly prohibited to abuse the complaint mechanism to provide false information, insult, or damage the reputation of the Company.

5. Where no agreement is reached

If the two parties cannot reach an agreement, the customer has the right to bring the matter to the competent state management authority or the Court in accordance with the law. The Company undertakes to cooperate and provide all relevant information and evidence upon request by the authorities.

This policy takes effect from the date of publication on the website and may be updated or amended to reflect actual operations and legal requirements. The latest version is always publicly available at https://thekhitamtherapyschool.com. Your continued use of the services after a policy update constitutes acceptance of the amended contents.