Parkchung Dispute Resolution Policy

How we handle and resolve disputes between users.

Parkchung Dispute Resolution Policy

This Dispute Resolution Policy ("Policy") sets out how Parkchung ("Company", "we", "us") handles complaints and disputes relating to the online marketplace services it operates ("Service").

Unless otherwise defined, capitalised terms have the meanings given in our Terms of Service.

1. Principles

  1. The Company seeks to resolve complaints and disputes involving users (including Drivers and Suppliers) and/or the Company in a prompt, fair, and transparent manner.
  2. We prioritise amicable settlement through internal handling and negotiation. If that is not successful, parties may escalate to external bodies and, ultimately, to courts, in accordance with Vietnamese law.
  3. The Company will act in good faith and in accordance with applicable Vietnamese laws and guidance issued by competent authorities.

2. Scope of Complaints and Disputes

  1. This Policy applies to complaints and disputes including, without limitation:
  • discrepancies between bookings and actual services provided (service levels, prices, etc.);
  • issues relating to cancellations, refunds, and no-shows;
  • disputes over charges, payments, and settlements;
  • objections to incorrect or inappropriate information regarding Information-only Parking;
  • any other complaints or disputes arising out of or in connection with the use of the Service.
  1. Substantive responsibilities regarding the operation, safety, and maintenance of parking facilities rest primarily with Suppliers or parking operators. The Company's role is to support dispute resolution as an intermediary, in line with our Insurance & Liability Policy.

3. Filing and Acknowledgment of Complaints

  1. Complaints, objections, and related inquiries should be submitted to:

Email: contact@parkchung.com

  1. The Company will acknowledge receipt of a complaint within 3 working days of receipt, in principle.
  2. The Company will commence review and negotiation within 7 working days of receipt and will endeavour to provide a substantive response or interim update within a reasonable period, depending on the complexity of the matter.

4. Resolution Steps

For the purposes of investigation and resolution, the Company may request additional information, including booking IDs, payment details, photos/videos, and records of communications between the parties.

  1. Stage 1 – Internal Handling
    • The Company will review the facts, gather information from the Driver, Supplier, and/or other relevant parties, and assess the situation.
    • Based on this review, the Company will endeavour to propose a solution within a reasonable timeframe, which may include refunds, re-performance, discounts, correction of information, or other remedial measures, as appropriate.
  2. Stage 2 – External Authorities and Institutions
    • If the dispute cannot be resolved internally, the parties may refer the matter to Vietnamese consumer protection authorities, recognised mediation bodies, or arbitration institutions in Vietnam.
    • The Company will cooperate with such authorities and institutions in accordance with applicable law.
  3. Stage 3 – Courts
    • Ultimately, disputes may be brought before competent Vietnamese courts for final resolution.
    • The Company and users may seek judicial remedies where they deem it necessary and appropriate.

5. Arbitration and Consumer Rights

  1. In consumer disputes, the use of arbitration requires the explicit consent of the consumer, as required under Vietnamese law.
  2. Even where an arbitration agreement exists, consumers may retain the right to access courts to the extent mandated by mandatory Vietnamese law.
  3. The mode of mediation or arbitration (in person, online, or hybrid) will follow applicable laws and the rules of the relevant institutions.

6. Governing Law and Jurisdiction

  1. This Policy and the dispute resolution procedures set out herein are governed by the laws of Vietnam.
  2. As a general principle, disputes are subject to the jurisdiction of the courts of Hanoi, where the Company is based.
  3. This is without prejudice to any mandatory venue rights granted to consumers under Vietnamese consumer protection or other mandatory laws.

7. Role of the Company and Relationship to Other Policies

  1. The Company's role under this Policy is to facilitate and support dispute resolution as an intermediary. Participation in investigations, negotiations, mediation, or arbitration does not in itself create additional contractual obligations or liabilities for the Company beyond those set out in the Terms of Service and Insurance & Liability Policy.
  2. This Policy does not expand or modify the Company's liability limits or allocation of risk as defined in the Terms of Service and Insurance & Liability Policy and must be interpreted together with those documents.

8. Changes and Language

  1. The Company may amend this Policy from time to time. Material changes will be communicated in a reasonable manner and, unless stated otherwise, will take effect upon posting on our website.
  2. This Policy is prepared in Japanese, English, and Vietnamese. In case of any inconsistency among the language versions, the Vietnamese version shall prevail.
  3. Nothing in this Policy limits or prejudices any mandatory rights available to users under Vietnamese consumer protection or data protection laws.