Last updated: 20 June 2026
This is a translation provided so you can read the policy in your own language. EddyTrip is a Vietnamese company and the Vietnamese version of this document is the one that legally applies. If the two differ, the Vietnamese text governs.
If something goes wrong with an order, this policy sets out how to tell us, how long we take to answer, and what you can do if our answer does not resolve it. It is published under Decree 52/2013/ND-CP and Vietnam's Law on Protection of Consumer Rights.
Email support@eddytrip.com for a problem with a service, or hello@eddytrip.com for a refund or billing dispute. You can also raise it through Eddy in the app, which will route it to the same place.
Include your order reference, what happened, when, and what you would like us to do. If you have a photograph, a screenshot or an email from a supplier, attach it — it usually removes a round of questions.
Complaints are accepted in Vietnamese or English. We will answer in the language you write in wherever we can.
Please raise a complaint within 30 days of the service date or the date you noticed the problem. We will still look at a later complaint, but evidence held by suppliers and payment providers may no longer be available.
For a dispute about a charge, contact us before asking your bank to reverse it. We can usually resolve it faster than a chargeback can.
Step 1 — Acknowledgement. We confirm we have your complaint and give it a reference within 3 working days.
Step 2 — Investigation. We check the order record, the payment record and, where a third-party supplier is involved, we put the complaint to them. We will tell you if this is going to take longer than expected rather than going quiet.
Step 3 — Answer. We give you a decision, with the reason for it, within 15 working days of acknowledgement. Where a supplier or payment provider has not responded in time, we tell you that and give a date by which we will come back.
Step 4 — Remedy. Where the complaint is upheld, we correct it: a refund under the Refund and Cancellation Policy, a re-issue of a voucher or eSIM, or another remedy appropriate to what went wrong.
Reply to the decision and ask for it to be reviewed. A second person will look at it, and that review is final as far as our internal process goes.
You are then free to use any of the routes below. Nothing in this policy requires you to exhaust our process first, and nothing in it limits a right you have by law.
Vietnam Competition and Consumer Authority (Ủy ban Cạnh tranh Quốc gia), Ministry of Industry and Trade — the national consumer protection body, which operates a consumer complaint line and an online complaint form.
Your provincial Department of Industry and Trade (Sở Công Thương) — for a complaint about an e-commerce website operating in that province.
The Vietnam e-commerce portal at online.gov.vn, where e-commerce websites are notified to the Ministry of Industry and Trade and where a complaint about one can be filed.
Mediation, arbitration or the competent People's Court of Vietnam, at your choice, under Vietnamese law.
Where the service was performed by a supplier listed on our platform, we do not simply refer you onward. We put the complaint to the supplier, follow it up, and hold the outcome to what we published on the product page.
Where a supplier will not put right something we sold you, our own refund obligation still stands. You bought through EddyTrip and you deal with EddyTrip.
Data protection complaints go to legal@eddytrip.com. You may also complain to the Department of Cybersecurity and Hi-tech Crime Prevention (A05) of the Ministry of Public Security, which supervises personal data protection under Decree 13/2023/ND-CP.
This policy and any dispute arising from an order are governed by the laws of Vietnam.