Complaint Handling Policy

Last Updated: August 20, 2026

Karaoke Premium values all customer feedback and is committed to receiving and handling complaints in a transparent, fair, and confidential manner.

  1. Scope of Complaints

We accept complaints relating to:

  • Reservations, rescheduling, or cancellations;
  • Deposits, payments, and billing;
  • Quality of karaoke rooms, equipment, or services;
  • Staff conduct and customer service;
  • Privacy and personal information;
  • Other issues arising from the use of our services.
  1. Complaint Submission Channels

Customers may submit a complaint through any of the following channels:

  • Phone: [Phone Number];
  • Email: [Contact Email];
  • In person at: [Business Address];
  • The contact form available on the Karaoke Premium website.
  1. Information Required

To help us process complaints promptly and efficiently, customers are requested to provide:

  • Full name and contact information;
  • Date, time, location, and details of the incident;
  • Reservation number or invoice, if applicable;
  • Relevant photos, videos, receipts, supporting documents, or other evidence;
  • The customer’s preferred resolution.

Karaoke Premium will only request information that is reasonably necessary to handle the complaint and will process personal data in accordance with our Privacy Policy.

  1. Complaint Handling Process
  1. Receipt: We record the details of the complaint and send an acknowledgment to the customer.
  2. Verification: We review the information and supporting documents and consult with the relevant parties where necessary.
  3. Response: We inform the customer of the outcome and the proposed resolution.
  4. Completion: We implement the agreed resolution and retain relevant records in accordance with applicable requirements.
  1. Resolution Timeframe

Karaoke Premium will provide an initial response within 3 business days and will make reasonable efforts to resolve the complaint within 7 business days after receiving all necessary information.

If a complaint involves complex circumstances and requires additional time for verification, we will keep the customer informed of the progress. The total complaint resolution period will not exceed 30 days, unless otherwise agreed by the parties or required by applicable law.

  1. Resolution Principles

Complaints will be handled based on the information and supporting documentation provided, any agreements between the parties, and applicable laws and regulations.

Depending on the circumstances, the resolution may include providing an explanation, issuing an apology, adjusting the bill, replacing or providing an alternative service, issuing a refund, or offering other appropriate forms of support.

  1. Dispute Resolution

If the parties are unable to reach an agreement, the dispute may be referred to the relevant consumer protection authority, other competent authorities, or a court of competent jurisdiction in accordance with the laws of Vietnam.

Karaoke Premium is committed to resolving all concerns in good faith and through cooperation while respecting the lawful rights and interests of our customers.