Privacy Complaints and Compensation

I. POLICY OF COMPLAINT

In order to ensure the rights of customers in the process of cooperation, Ninja Van follows the procedure and complaint settlement policy as follows:

1. Conditions of complaint

When the customer has any problems related to the package (damaged, lost, order status) or has problems arising with the employee delivering (receiving) the goods.

2. Deadline for complaints

  • One (1) month from the end of the delivery time of the postage for complaints about the loss of postage, late delivery compared to the announced delivery time; In case the delivery time of the service has not been announced, this time limit is counted from the date the postage is accepted.
  • Fourteen (14) working days from the date the postal item is delivered to the recipient for complaints about impaired, damaged items, freight rates and other contents directly related to the postal item.

3. The channel received a complaint

Method 1: Customer sends email to: support_vn@ninjavan.co

Method 2: Customers call the support center: 1900 988 928

Method 3: Customers send contact form on the website at the link: https://www.ninjavan.co/en-vn/support/contact-us

4. Process for handling complaints

Step 1: Customers contact Ninja Van through the receiving channels mentioned in item three (3).

Step 2: Ninja Van Customer Care will receive customer complaints. Depending on the nature and extent of the complaint, Ninja Van will have specific procedures to assist customers to resolve the dispute

Step 3: Ninja Van requires customers to provide information and documents (post office/receipt, service order information) related to transactions/services.

Step 4: Ninja Van checks the information and will respond to the customer within seven (7) working days from the date of receipt of the request and the relevant information/papers.

Customers can contact the company at the following information:

LIMITED LIABILITY COMPANY NIN SING LOGISTICS

  • Address: 215 Ma Lo, Town 6, Binh Tri Dong A ward, Binh Tan district, Ho Chi Minh city, Viet Nam
  • Email: support_vn@ninjavan.co
  • Telephone number: : 1900.988.928

II. COMPENSATION POLICY

1. PRINCIPLE

NoSectionDescription
1Cases that are considered lost parcel
  • Ninja confirmed lost parcels.
  • More than 10 days from the date of successful collection, there is no new update or Ninja has not contacted the Recipient for the first delivery.
  • More than 15 days from the date the order changes to the return status, there is no new update or Ninja has not contacted the Shipper to return the parcels.

 (Timelines Excluding Sundays and Holidays, Tet)

2Cases that are considered to be damage to goods due to fault of Ninja in delivery
  • Ninja confirmed the damage.
  • Parcels damaged during Ninja's delivery/return. In this case, the Shipper needs to provide proof (Photos, Packing video clearly shows the bill of lading code and packing time...) of the integrity of the parcels when handing over to Ninja and proof (Photos, video of the process of opening parcels...) received delivery from Ninja but Ninja did not provide a receipt containing the recipient's/ Shipper's confirmation of the intact condition of the parcel upon delivery/return.
3Case of damaged parcel are not under the responsibility of the Ninja.
  • The packaging is intact and no sound of breaking or crushing.
  • The packaging is intact and no signs of wetness (For liquid parcels).
  • The packaging is intact and damage belongs to the manufacturer.
  • The packaging is intact and defective product inside (Missing, wrong product, ...).
  • Unusual parcels, confirmed by Ninja with Seller/Shipper.
  • The packaging is intact and damaged due to unsecured packaging.
  • Prohibited Parcels, virtual orders.
  • Parcels are checked and seized by the function government.
  • The delivery area encounters force majeure events (natural disasters, epidemics, etc.)

2. COMPENSATION FOR LOSS PARCEL 

2.1 The compensation value is determined based on COD value and valid invoice of such Parcel, as follows:

ValueInsuranceInvoiceCompensation
COD ≤ 1,000,000 VNDNoYes/NoBased on the COD (or the value of the parcel)
COD ≤ 1,000,000 VND

≤ 1,000,000 VND


The liability invoice and the value of the parcel > COD 

(In case Recipient already paid the part of the parcels)

According to the lower value between the invoice value and the declared value, up to 1,000,000 VND


COD ≤ 1,000,000 VND

≤ 1,000,000 VND


The liability invoice and the value of the parcel ≤ CODAccording to the lower value between COD and declared value, up to 1,000,000 VND
COD ≤ 1,000,000 VND

≤ 1,000,000 VND


NoAccording to the lower value between COD and declared value, up to 1,000,000 VND
COD ≤ 1,000,000 VND> 1,000,000 VNDUnable to provide invoice and Unable to provide transaction image,...According to the COD
COD ≤ 1,000,000 VND> 1,000,000 VNDUnable to provide invoice but provide transaction image,... proof of goods value > COD (In case the Recipient has paid part of the goods)According to the lowest value between the declared value and the value on the transaction image, up to 2,000,000 VND
COD ≤ 1,000,000 VND> 1,000,000 VNDHave invoice and invoice value > COD (In case the Recipient has paid part of the goods)According to the lowest price between the invoice value and the declared value, up to 20,000,000 VND
COD > 1,000,000 VNDNoYes/No1,000,000 VND

COD > 1,000,000 VND


≤ 1,000,000 VNDYes/NoGet the lowest value between invoice value, declared value and COD

COD > 1,000,000 VND


> 1,000,000 VNDUnable to invoice and Unable to provide transaction image,...1,000,000 VND

COD > 1,000,000 VND


> 1,000,000 VNDUnable to invoice but can provide transaction pictures,... prove the value of goodsAccording to the lowest value between the declared value, the value on the transaction image and the COD, up to 2,000,000 VND

COD > 1,000,000 VND


> 1,000,000 VNDThe liability invoice and the value of the parcel >COD (In case the Receipent already paid the part of the parcel)According to the lowest price between the invoice value and the declared value, up to 20,000,000 VND

COD > 1,000,000 VND


> 1,000,000 VNDThe liability invoice and the value of the parcel ≤ CODGet the lower price between COD and declared value, up to 20,000,000 VND
Non CODNoNo4x delivery fee
Non CODNoYes(include transaction image to prove the value of goods)Maximum 1,000,000 VND
Non COD

≤ 1,000,000 VND


Yes/NoGet the lower price between invoice value and declared value
Non COD

> 1,000,000 VND


Unable to provide invoice and can't provide transaction image,...1,000,000 VND
Non COD

> 1,000,000 VND


Unable to provide invoice but provide transaction image,... proof of goods value > COD (In case the Recipient has paid part of the goods)Take the lowest value between the declared value and the value on the transaction image, up to 2,000,000 VND
Non COD

> 1,000,000 VND


YesGet the lower price between the invoice value and the declared value, up to 20,000,000 VND

2.2. The legal validity of the invoice is:

a. Value-Added Tax invoice, if the sellers are the company, declaring value-added tax ("VAT") according to the deduction method; or 

b. Sale invoice, if the seller is a business household declares VAT under the direct method; or

c. Customs declaration dossier set, if Parcels are imported from abroad into Vietnam.

d. The date of issue of invoice, the date of issuing the customs declaration, or the date of closing the order and the value of the goods in the transaction image, as the case may be, must be before the time the order is created on the Ninja Van system or before successful delivery time. Retail invoices are invoices that are not protected and managed by the Tax authority and have no legal value. Therefore, retail invoices will not be accepted in the settlement of compensation.

2.3. The valid transaction images for compensation purposes will be considered by Ninja on a case-by-case basis.

3. COMPENSATION FOR DAMAGED PARCELS

The compensation value is determined based on the compensation for loss Parcels value (for each case as prescribed in Section 2 of this Appendix) multiplied by the actual compensation rate of the parcel. In case the Shipper receives a discount or promotion with a code, Ninja will compensate the value before the discount or promotion. In case the parcel is complained about more than 01 type of damage, the compensation will be based on the highest compensation rate among them. The actual compensation rate as the basis for determining the above compensation value is determined by Ninja based on the maximum compensation rate as follows:

Damaged CasesMaximum compensation rate
Torn, broken, wet packaging manufacturers15%
Tearing of the manufacturer's seal15%
Activate electronic warranty or power activation20%
Lost Accessories20%
Parcel is partially damaged, can be used again after repair. Broken/damaged the appearance of the product and does not affect the function of the product50%
Parcel is completely damaged and cannot be used100% including additional notes below
Parcel is completely damaged and cannot be used

COD

100% of the value of the Parcels and the service provider keeps the Parcels

Parcel is completely damaged and cannot be used

Non-COD

A. If 4 times x the fee is greater than or equal to the value of the Parcels, compensate 100% of the value of the Parcels and the service provider keeps the Parcels.

B. If 4 times the fee is less than the value of the Parcels, compensate at the rate of 4 times the fee and the service user keeps the Parcels.

C. In addition, the Sender must provide Invoice or purchase transaction information to prove the value of the Parcels

4. COMPENSATION PROCEDURE

4.1. Ninja will export and email the data to be compensated for lost/ damaged Parcels to Shipper once per month or another frequency informed by Ninja.

4.2. The compensation amount will be transferred by Ninja to the Shipper’s account provided in the Agreement within 15 (fifteen) working days from the date Ninja receives the signed and sealed compensation confirmation record.

4.3. Minutes of compensation is the final evidence of confirm compensations. After the parties confirm and the compensation amounts is transferred, any claims from the Sender will not be resolved.

5. HIGH PARCEL LIABILITY COVERAGE

5.1. High Parcel Liability Coverage Fee: For Parcel with declaration value from 1,000,000 VND the insurance fee shall be charged as 0.5% of declaration value of such Parcel (maximum Parcel value allowed: 20,000,000 VND).

5.2. For avoidance of doubt, the declaration value as regulated in Clause 5.1 of this Appendix is the total COD value of the Parcel. In case of non-COD Parcel or the declaration value higher than COD value due to partial payment/ discount/ promotion/ commission/ etc…the Shipper has to provide the evidence including VAT invoice/ payment receipt/or any other valid documents proving the real value of the Parcel at the time of declaration. Ninja reserves the right to unilaterally determine the value of the Parcel for the basis of compensation at the time of processing compensation in case the Shipper fails to provide these documents at the time of price declaration.

6. COMPENSATION DISCLAIMER

Ninja is exempt from compensation under the provisions of this Appendix in the following cases:

6.1. The Parcel has been completely delivered in accordance with the Agreement between the Parties and the Recipient or the Sender has signed to confirm that the goods are completely intact when received from Ninja.  

6.2. Damaged parcels do not fall under the responsibility of Ninja specified in section I.3 of this Appendix.

6.3. Parcel is not properly packed, the item is damaged, lost due to the fault of the Shipper or due to the nature of the goods inside.

6.4. Parcel is unacceptable, Parcel includes prohibited, illegal, non-originating items/goods or seized/confiscated by authorities.

6.5. Due to Force Majeure Event events as specified in the Agreement.