Version 1.0 – Effective from 12 November 2026. Document No. 02/2026/CS-7SVN of Luat 7S Consulting and Services Joint Stock Company.

Legal bases:

• Law on E-commerce No. 122/2025/QH15 dated 10 December 2025, effective from 1 July 2026;
• Decree No. 248/2026/ND-CP dated 30 June 2026 of the Government detailing certain articles of the Law on E-commerce, effective from 1 July 2026;
• Law on Protection of Consumer Rights No. 19/2023/QH15 dated 20 June 2023, effective from 1 July 2024;
• Law on Lawyers No. 65/2006/QH11 dated 29 June 2006, as amended and supplemented by Law No. 20/2012/QH13 dated 20 November 2012;
• Law on Personal Data Protection No. 91/2025/QH15 dated 26 June 2025, effective from 1 January 2026;

Luat 7S Consulting and Services Joint Stock Company (hereinafter "Luat 7S") hereby issues this Rules on Receiving and Handling Feedback, Requests and Complaints as follows:

I. SCOPE

These Rules apply to feedback, requests and complaints from clients and users of the website 7slaw.vn concerning: the quality of work and legal documents; timelines; service fees and invoices; the conduct of lawyers and staff; the processing of personal data; and the operation of the website and virtual assistant.

Administrative complaints against decisions of state authorities in a client's dossier are outside the scope of these Rules; Luat 7S assists clients in accordance with the service contract.

II. PRINCIPLES

• Clients are not charged for submitting feedback, requests or complaints.
• The person handling a complaint is not the person complained about or the person directly handling the dossier.
• Feedback and complaints are kept confidential like case files.
• Results are sent by email or in writing, stating the grounds and reasons.
• Priority is given to negotiation and conciliation in good faith, protecting the lawful rights of consumers.

III. RECEIVING CHANNELS

Required information: full name, contact details, file code or contract number (if any), the content of the feedback or complaint, the specific request and supporting documents.

IV. PROCEDURE AND TIME LIMITS

1. Ordinary feedback and requests

Requests for information, progress updates, document revisions or invoices are answered within 1 working day and completed within 3 working days, unless otherwise agreed in the contract.

2. Complaints

• Step 1 – Receipt: acknowledgement within 1 working day, with a complaint code and the person in charge.
• Step 2 – First level: the Head of Department replies in writing within 5 working days from receipt of complete information. If the Head of Department is the person complained about, the Director handles it directly.
• Step 3 – Second level: if the client disagrees, the client may request a review within 3 working days; the Director replies within 7 working days. This is the final internal decision of Luat 7S.

The total time is up to 16 working days; complex cases may be extended once but not exceeding 30 days. Urgent matters (filing deadlines, appeals) are handled in parallel to protect the client's interests.

Complaints should be submitted within 6 months from the date the client becomes aware of the matter. Late complaints are still considered but the above time limits do not apply.

V. REMEDIES

Where a complaint is justified, Luat 7S applies one or more remedies: revising or redoing documents free of charge; replacing the person in charge; reducing or refunding fees for unperformed work under the Service Delivery, Termination and Refund Policy; a written apology; compensation for actual damage within the limits of the contract and the law. Unjustified complaints are explained in writing.

VI. EXTERNAL CHANNELS

• Complaints about a lawyer's professional ethics: to the Bar Association of which the lawyer is a member.
• Complaints about personal data processing: to the specialized personal data protection unit of the Ministry of Public Security, without first complaining to Luat 7S.
• Consumers may request assistance from social organizations protecting consumer rights, request conciliation, or resolve disputes at arbitration or a competent court under the Law on Protection of Consumer Rights.
• Disputes not resolved by negotiation within 30 days are settled under the dispute resolution clause of the service contract or at a competent court.

IMPLEMENTATION PROVISIONS

This document takes effect from the date of signing and is published at https://7slaw.vn/complaint-handling. In case of any discrepancy between this document and a service contract signed with a client, the service contract prevails, unless otherwise provided by law.

Luat 7S may amend or supplement this document. Amendments are published on the website with the version number and effective date, and are updated with the state authority in charge of e-commerce as required. The Vietnamese version prevails in case of any discrepancy with translations.

LUAT 7S CONSULTING AND SERVICES JOINT STOCK COMPANY