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. 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

3. 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: 117/2D1 Ho Van Long, Tan Tao ward, Binh Tan district, Ho Chi Minh city, Viet Nam
Email: support_vn@ninjavan.co
Telephone number: : 1900.988.928

II. COMPENSATION POLICY

1. PRINCIPLES

No.	Section	Description
1.1	Cases 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 the date of pickup success, the date of update of the RTS status, the arising time (if any) due to the request to change the delivery/RTS location, reschedule the delivery/RTS date (to be recorded on Ninja's system), Sundays, Tet and Holidays)
1.2	Cases 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.
1.3	Cases of damaged parcels 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 authorities. The delivery area encounters force majeure events (natural disasters, epidemics, etc.)
1.4	Compensation in case the parcel has a discount or promotion	In case the parcel has a discount or promotion with a discount code, Ninja will compensate the value before the discount or promotion if the Shipper provides evidence to prove the application of this offer to the recipient by the valid contract or VAT invoice with specific content.

2. COMPENSATION FOR LOSS PARCEL

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

Value	Value Declaration	Invoice	Compensation
COD ≤ 1,000,000đ	No	Yes/No	Based on the COD (or the value of the parcel)
COD ≤ 1,000,000đ	≤ 1,000,000đ	The transaction or transfer image or 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 1,000,000đ
COD ≤ 1,000,000đ	≤ 1,000,000đ	The liability invoice and the value of the parcel ≤ COD	According to the lowest value between invoice value, COD and declared value, up to 1,000,000đ
COD ≤ 1,000,000đ	≤ 1,000,000đ	No	According to the lowest value between invoice value, COD and declared value, up to 1,000,000đ
COD ≤ 1,000,000đ	> 1,000,000đ	Unable to provide invoice and Unable to provide transaction image,...	According to the COD
COD ≤ 1,000,000đ	> 1,000,000đ	Unable 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 2,000,000đ
COD ≤ 1,000,000đ	> 1,000,000đ	Have 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 20,000,000đ
COD > 1,000,000đ	No	Yes/No	1,000,000đ
COD > 1,000,000đ	≤ 1,000,000đ	Yes/No	Get the lowest value between invoice value, declared value and COD
COD > 1,000,000đ	> 1,000,000đ	Unable to invoice and Unable to provide transaction image,...	1,000,000đ
COD > 1,000,000đ	> 1,000,000đ	Unable to invoice but can provide transaction pictures,... prove the value of goods	According to the lowest value between the declared value, the value on the transaction image and the COD, up to 2,000,000đ
COD > 1,000,000đ	> 1,000,000đ	The liability invoice and the value of the parcel > COD (In case the Recipient already paid the part of the parcel)	According to the lowest price between the invoice value and the declared value, up to 20,000,000đ
COD > 1,000,000đ	> 1,000,000đ	The liability invoice and the value of the parcel ≤ COD	Get the lower price between COD and declared value, up to 20,000,000đ
Non COD	No	No	4x delivery fee excluding VAT
Non COD	No	Invoice or transaction image to prove the value of goods	Maximum 1,000,000đ
Non COD	≤ 1,000,000đ	No	4x delivery fee excluding VAT (if Shipper cannot provide invoice or proof of value of goods after 2 months)
Non COD	≤ 1,000,000đ	Yes	Get the lower price between invoice value and declared value
Non COD	> 1,000,000đ	Unable to provide invoice and can't provide transaction image,...	1,000,000đ
Non COD	> 1,000,000đ	Unable to provide invoice but provide transaction image,... proof of goods value	Take the lowest value between the declared value and the value on the transaction image, up to 2,000,000đ
Non COD	> 1,000,000đ	Yes	Get the lower price between the invoice value and the declared value, up to 20,000,000đ

2.2. Regulations on invoices and VAT compensation

a. Invoices with legal value are one of the following types:

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

(ii) Sale invoice, if the seller is a business household declares VAT under the direct method; or

(iii) Commercial Invoice and customs declaration dossier set, if goods are imported from abroad into Vietnam.

b. Compensation includes VAT if and only if:

(i) The Shipper issues a financial invoice to Ninja (regardless of the time of the invoice, as long as it is before the time of the compensation payment) or

(ii) The Shipper has issued a financial invoice to the recipient on the Ninja system with the invoice date before the time of “pickup success” on the Ninja system.

The remaining cases: Compensation value does not include VAT

c. Invoices are only considered valid when the customer's name or address information matches the information on the Ninja system

A retail invoice is an invoice that is not protected and managed by the Tax authority and has 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 Policy) multiplied by the actual compensation rate and the actual quantity of damaged goods (if any) of the parcel. 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 Cases	Maximum compensation rate
Torn, broken, wet packaging manufacturers	15%
Tearing of the manufacturer's seal	15%
Activate electronic warranty or power activation	20%
Lost Accessories	20%
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 product	50%
Parcel is completely damaged and cannot be used	100%

Note:

The ownership of completely damaged, unusable Parcels (100% compensation rate) when indemnified:

For parcels with COD: Ninja keeps the parcels
For non –COD parcels:
- In case Ninja confirmed to compensate 4 times the delivery fee: The Shipper keeps the parcels
- The remaining cases: Ninja keeps the parcels

Cases of damaged parcels with a compensation rate of less than 100%: The shipper keeps 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 confirmed compensations. After the parties confirm and the compensation amount is transferred, any claims from the Shipper 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 value declaration fee shall be charged as the % rate of declaration value of such Parcel (maximum Parcel value allowed: 20,000,000 VND) specified in the Agreement.

5.2. For the avoidance of doubt, the declaration value as regulated in Clause 5.1 of this Policy is the total COD value of the Parcel. In case of a non-COD Parcel or the declaration value higher than the 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 and CCTV video packing the Parcel (with clear bill of lading code). 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 Policy 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 Shipper 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 1.3 of this Policy.

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.

6.6. The Shipper/recipient has a complaint after the expiration of the prescribed time limit for complaints.