1. Scope of Application
This procedure applies to complaints and disputes arising in connection with the purchase of visitor tickets for Cafe Show organized by Exporum Vietnam Co., Ltd., with tickets issued and sold through the Company’s official ticketing website.
Event Information:
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Event Name: Vietnam International Coffee Exhibition 2026
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Date: From April 16, 2026 to April 18, 2026
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Venue: Saigon Exhibition and Convention Center (SECC), Ho Chi Minh City, Viet
2. Principles for Complaint Resolution
Exporum Vietnam Co., Ltd. is committed to receiving and handling all feedback and complaints from customers relating to the purchase and use of exhibition tickets.
Complaints shall be resolved in a spirit of cooperation, negotiation, and amicable settlement to ensure the legitimate rights and interests of customers and to maintain the Company’s service reputation.
If no agreement can be reached, either party may refer the matter to the competent authorities for resolution in accordance with applicable laws.
3. Complaint Handling Process
Step 1: Submission of Complaint
Customers may submit complaints through one of the following channels:
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Email: info@cafeshow.com.vn
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Hotline: (+84 28) 3915 2691
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In writing: Delivered directly to the headquarters of Exporum Vietnam Co., Ltd.
9th Floor, 57–59 Ho Tung Mau Street, Sai Gon Ward, Ho Chi Minh City, Vietnam
The complaint should include:
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Ticket purchaser’s information
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Order number or ticket details
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Description of the complaint
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Relevant supporting documents or evidence (if any)
Step 2: Verification and Handling
The Customer Service Department of Exporum Vietnam Co., Ltd. will receive and classify the complaint.
The Company reserves the right to request additional information or supporting documents from the customer for verification purposes.
If the issue is determined to be attributable to the Company, appropriate remedial measures will be implemented, such as ticket replacement, refund, or other reasonable solutions as mutually agreed with the customer.
Step 3: Dispute Resolution
If negotiation fails to resolve the matter, either party may submit the dispute to the competent state authority for settlement in accordance with applicable laws.
4. Complaint Processing Time
The standard processing time for complaints is up to seven (07) working days from the date the Company receives complete and valid information.
In complex cases, the processing time may be extended. The Company will notify the customer of the expected timeline for resolution.
Exporum Vietnam Co., Ltd. is committed to handling complaints in a transparent, objective, and lawful manner to safeguard the legitimate rights and interests of customers.