COMPLAINT HANDLING POLICY

X Fitness Center Proposed effective date: 14 September 2026 Last updated: 14 September 2026

I. SCOPE AND PRINCIPLES

1.1. Công ty TNHH XYZ Việt Nam, the operator of X Fitness Center, accepts concerns and complaints about package registration, membership benefits, facilities, equipment, classes, PT sessions, payments, refunds, bookings, staff conduct, website or chatbot information, intellectual property and personal data.

1.2. We handle complaints objectively, respectfully and with appropriate confidentiality. We do not disadvantage customers merely for making a complaint in good faith. There is no fee to submit a complaint. This policy does not restrict access to competent authorities, negotiation, mediation, court proceedings or urgent legal remedies.

II. CONTACT CHANNELS

Entity: Công ty TNHH XYZ Việt Nam — X Fitness Center. Tax identification number: 0123456789. Legal representative: Nguyễn Văn X. Email: xyz@gmai.com. Hotline: 0123456789. Sample correspondence address: No. 123, XYZ Street, XYZ Ward, Ho Chi Minh City, Vietnam. Illustrative website: https://xfitness.example.

2.1. Support hours: 08:00–18:00, Monday to Friday, excluding public holidays, Vietnam time. These are the business days used for internal deadlines. Email can be sent outside these hours. Receipt and mandatory deadlines are determined under applicable law and are not automatically postponed because a staff member has not opened the email.

III. INFORMATION THAT HELPS US HANDLE YOUR REQUEST

3.1. Please provide your name or contact details, membership, registration or transaction reference if available, a description and date of the issue, the outcome you seek and relevant supporting material. Send only necessary data and redact unrelated card details or private information.

3.2. An incomplete initial submission is not automatically rejected. We help identify what additional information is needed. An authorized representative may submit a request. Identity and authority checks are proportionate, particularly before disclosing data or issuing a refund.

IV. HANDLING PROCESS

Step 1: Receipt: record the issue, assign a reference and acknowledge receipt within 02 business days, or sooner if required by law.

Step 2: Classification: identify the responsible team and urgency, and seek clarification if needed.

Step 3: Review and discussion: check records, consult relevant parties and preserve necessary material. You may explain your position and provide further evidence.

Step 4: Proposed resolution: send written or email notice of findings, reasons, the proposed remedy and implementation timeframe. Remedies may include an explanation, correction, replacement service, rescheduling, refund or compensation where justified.

Step 5: Implementation and follow-up: carry out the agreed resolution or required obligation and provide tracking information to you.

4.1. Our internal target is to provide a resolution within 15 business days after receiving the request. If a complex matter cannot be concluded within that period, we explain the reason, ongoing work and next response date. This does not give us a right to extend mandatory legal deadlines or remove your right to seek other remedies.

V. CONSUMER NEGOTIATION REQUESTS

5.1. For negotiation requests covered by consumer protection law, we receive the request and begin negotiation within 07 business days after receipt. If we decline to negotiate, we provide written reasons within the applicable period, no later than 07 business days after receipt. The 15-day target in section IV does not replace this obligation.

5.2. Negotiation outcomes clearly record agreed points, unresolved issues and implementation deadlines. We notify an authority or organization that referred the request where required by law.

VI. MATTERS REQUIRING PRIORITY ATTENTION

(i) Club safety: notify staff on site immediately and contact emergency services when necessary. The customer service hotline is not an emergency service. (ii) Data exposure or unauthorized access: prioritize referral to the data protection contact to contain the impact and meet notification obligations. (iii) Suspected payment fraud: promptly contact your bank or payment provider if a payment method needs to be blocked, and notify the Company so we can assist. (iv) Incorrect package or booking information: send the website or chatbot content and time if available. We check and correct the information and help resolve affected benefits. For an upcoming session, contact the club or hotline directly for timely assistance.

6.1. Prioritization does not reduce our obligation to handle other requests within their applicable deadlines.

VII. REVIEW REQUESTS AND DISPUTE RESOLUTION

7.1. If you disagree with the outcome, reply to the notice and request management review, identifying unresolved points. We record the request, refer it to an appropriate decision-maker and communicate a response timeframe. A review request does not suspend applicable statutory limitation periods or deadlines.

7.2. You do not have to complete every internal step before seeking assistance from public authorities or consumer protection organizations, bringing proceedings before a competent court or using another lawful remedy. Arbitration applies only under a valid agreement consistent with the consumer's right of choice.

VIII. INFORMATION PROTECTION AND RELATED POLICIES

8.1. Complaint records are accessible only to people who need to handle the matter and relevant parties to the extent necessary. We do not use complaint content, attached photos or membership records for advertising or AI training. Records are protected and retained under the Personal Data Protection Policy (personal-data-protection-policy.txt).

8.2. Data access, correction and deletion requests follow their own applicable deadlines under that policy and are not automatically moved to the general complaints timeframe. Refunds are handled under the Payment, Cancellation and Refund Policy (payment-policy.txt); statutory rights remain unaffected.

IX. UPDATES AND LANGUAGE

9.1. Material changes are notified at least 15 calendar days in advance, except for legal requirements or urgent safety needs. Changes must not reduce rights concerning complaints already received. If the language versions differ, the Vietnamese version prevails to the extent permitted by law and without reducing mandatory customer rights.