DISPUTE RESOLUTION MECHANISM
When a dispute or complaint arises, GODI encourages the parties to negotiate and conciliate in order to reach an agreement on a resolution. If the parties cannot reach an agreement and request GODI to resolve the matter, GODI's decision shall be final.
Contact point for receiving and resolving disputes:
GODI COMPANY LIMITED
* Address: BT1 - Thien Nga Lake Villa Area, Vinh Phuc Ward, Phu Tho Province.
* Email: hotroxeghep247@gmail.com
* Hotline: 19007343
Disputes or complaints will be received and handled according to the following procedure:
Step 1: GODI receives information regarding the complaint or dispute.
Step 2: GODI verifies the information within three (03) working days after receiving the complaint or dispute.
Step 3: GODI acts as a third-party mediator for members (if the dispute is between a Buyer and a Seller), or negotiates with the member (if the dispute is between a member and GODI).
Step 4: If negotiation and conciliation are unsuccessful, the dispute shall be resolved by a competent People's Court. The court's judgment shall be binding on the parties.
Specifically:
+ Disputes between a Seller and a Buyer:
The parties are responsible for actively working to resolve the matter.
The Seller shall bear primary responsibility for resolving with the Buyer any disputes relating to product quality or refund/warranty policies. The Godi application is only responsible for acting as an intermediary by receiving information from the Buyer, forwarding it to the Seller, mediating between the two parties, and facilitating the resolution process.
The Seller is responsible for providing documents and evidence verifying information related to the matter in dispute to the Buyer/service user. Godi is responsible for providing information relating to one member if requested by the other party.
After the Buyer and Seller have resolved the dispute, the parties must report the outcome to the Godi application management team. If the dispute arises from the Seller's fault, Godi may issue a warning, suspend the account, or refer the matter to a competent authority depending on the severity of the violation. The Company will terminate and remove all listings concerning that Seller's products from the Godi application. We will also require the Seller to provide appropriate compensation or reimbursement to the Buyer/service user.
If the Buyer and Seller cannot agree on a resolution, either party may bring the matter before a competent People's Court.
We at Godi respect and strictly comply with laws protecting customers' rights and interests. All deceptive and fraudulent business practices are condemned, and violating parties shall bear full responsibility before the law.
+ Disputes between a driver and a customer:
For disputes relating to the quality of or customer experience with Godi services—such as a driver charging additional fees, failing to wear a helmet, or dropping off a customer at the wrong destination—the customer may submit a complaint about the service provider to GODI COMPANY LIMITED in the following ways:
Method 1: Submit feedback directly through the trip quality rating section
The Buyer may complain about the service provider by submitting feedback directly in the rating section for the trip with the driver. We will review and address complaints and inconveniences experienced by customers during their trips.
Method 2: Submit a complaint to GODI COMPANY LIMITED
The Buyer may complain about the service provider to GODI COMPANY LIMITED according to the following procedure:
Step 1: Contact GODI COMPANY LIMITED by calling 19007343, emailing a complaint to hotroxeghep247@gmail.com immediately after each trip, and/or using other methods not prohibited by law. Godi will accept complaints within three (03) months from the date the service was used or the incident occurred.
Step 2: Within two (02) working days from receipt of a complaint, GODI COMPANY LIMITED will review and verify the complaint information and notify the relevant parties. GODI COMPANY LIMITED will also verify the complaint's contents and assess its cause, scope, and the responsibility for handling it in order to coordinate with the service provider and propose an appropriate resolution.
Within seven (07) working days after receiving GODI COMPANY LIMITED's notice of the complaint, the driver shall proactively coordinate with GODI COMPANY LIMITED to resolve and handle the complaint. The driver shall inform both the complainant and GODI COMPANY LIMITED of the proposed resolution, or authorize GODI COMPANY LIMITED to notify the complainant.
Step 3: If the complainant disagrees with the driver's resolution, GODI COMPANY LIMITED shall take the lead in negotiating and mediating between the parties to reach a final resolution of the complaint.
After the driver and customer have resolved the dispute or complaint, the driver must report the outcome to GODI COMPANY LIMITED. If a dispute arises from conduct that violates the Driver Code of Conduct agreed upon by the driver and GODI COMPANY LIMITED in their business cooperation agreement, GODI COMPANY LIMITED will apply the corresponding sanctions.
+ Disputes between a member (a user in general) and Godi:
Godi bears primary responsibility for resolving conflicts, facilitating mediation, and safeguarding members' interests. If Godi is found to be at fault, the application management team will promptly propose a resolution intended to meet the other party's criteria. Conversely, if the conflict arises from a member's fault, Godi will issue a notice requiring correction or change in accordance with Godi's regulations in order to end the conflict. If necessary, Godi may issue a warning, suspend the member's account, or even terminate all of the member's transactions on the application.
If the parties do not reach a mutually satisfactory agreement, either party may bring the matter before a competent People's Court.
Godi undertakes to resolve all disputes and complaints objectively, based on contractual agreements and applicable law.
If the parties do not reach a mutually satisfactory agreement, either party may bring the matter before a competent People's Court.
GODI undertakes to resolve all disputes and complaints objectively, based on contractual agreements and applicable law.