DISPUTE & COMPLAINT RESOLUTION POLICY

(Applicable to customers of XTECH ENGINEERING CO., LTD.)

1. Scope of Application

XTECH ENGINEERING CO., LTD. receives and resolves all disputes and complaints related to:

• Transactions made on the website: www.xtech-eng.com

• Transactions conducted directly at XTECH offices.

Principle of resolution: Negotiation in the spirit of goodwill, cooperation, and mutual benefit.

If the parties cannot resolve the issue themselves, either party has the right to submit the case to the competent state authority. In such cases, XTECH commits to fully comply with all legal requirements/decisions from the authorities.

2. Complaint Submission Information

Customers can submit complaints via:

3. Complaint Handling Procedure

Step 1:

The Responsible Department receives complaints/requests for support via:

• Phone: (+84) 98 9875 048

• Email: sales@xtech-eng.com

• Directly at the XTECH office

Based on customer information, relevant departments will promptly handle the issue and respond according to published policies.

Step 2:

For complex cases or those not specified in existing policies, XTECH commits to providing a response within 05 working days.

Step 3:

The resolution result will be forwarded to relevant departments for implementation and confirmed with the customer within 05 additional working days.

4. Other Regulations

• Customers must provide complete, accurate, and honest information related to the complaint.

• XTECH reserves the right to reject complaints with signs of fraud and may transfer such cases to the authorities as required by law

• Both parties must cooperate positively and provide necessary documents to protect their legal rights and interests.

• If the customer disagrees with XTECH’s resolution, they have the right to escalate the case to the competent state authority.