Complaint Policy

1. Scope

This policy applies to customers and partners reporting issues about service quality, bookings, payments or conduct on Zena.

2. How to submit

Email support@zenavietnam.com or use in-app Support.

Include: account phone, booking ID, time of incident, detailed description and evidence (photos/chat) if available.

3. Handling process

Acknowledge receipt of the complaint.

Verify using order data, chat history and discussions with involved parties.

Respond with a handling direction as soon as practicable based on priority and complexity.

4. Possible outcomes

Support for reschedule/cancel per policy, recommended settlement between parties, or platform measures (warnings, account restrictions for violations).

Zena may not always be able to refund transactions that occurred outside methods recorded on the system.

Contact

Zena Vietnam — Hanoi, Vietnam

CSKH email: cskh@zenavietnam.com

Support email: support@zenavietnam.com

Website: https://zenavietnam.com