Politiques & conditions

Complaints & Dispute Resolution

Date d'effet: 30/09/2026

Cette politique est affichée en anglais. La version vietnamienne fait foi.

CÔNG TY CỔ PHẦN THỂ THAO VÀ DU LỊCH DÙ LƯỢN SA PA always listens to customer feedback. The procedure below applies to all complaints about services booked via paraglidingsapa.com, in line with Vietnam's Law on Protection of Consumer Rights 2023 and Decree 52/2013/ND-CP (amended by Decree 85/2021/ND-CP).

1. How to submit a complaint

Hotline / Zalo / WhatsApp (24/7): +84 386 887 489.

Email: sapa.paragliding@gmail.com.

In person at the take-off office (Tổ 3, Bản Hang Đá, Phường Sa Pa, Lào Cai) or the landing office (Cầu Lao Chải, Xã Tả Van, Sa Pa, Lào Cai).

2. Information to provide

Your name, phone number or email, booking code (if any) and flight date.

What the complaint is about, what you are asking for, and any supporting documents or photos.

3. Resolution process

Step 1 – Acknowledgement: we confirm receipt through the same channel you used.

Step 2 – Review: we check the booking, talk to the pilot and staff involved, and may ask you for more information.

Step 3 – Response and remedy: we tell you the outcome and the remedy (reschedule, refund, reimbursement of costs…) in line with our published terms and the law.

We respond to complaints within 01 working day of receiving complete information; where further review is needed, we will update you on progress and the expected time for a result.

4. Dispute resolution

Both parties will first try to settle the matter through good-faith negotiation and mediation.

If no agreement is reached, you may ask the state consumer protection authority or a consumer protection organisation for support, or bring the dispute to arbitration or a competent court under Vietnamese law.

We will not obstruct or make it difficult for you to exercise your right to complain.

5. Providing information

We provide transaction information and documents (booking details, confirmation, payment) when requested by you or a competent authority to resolve a complaint or dispute.

Informations sur l'entreprise

CÔNG TY CỔ PHẦN THỂ THAO VÀ DU LỊCH DÙ LƯỢN SA PA · SAPA PARAGLIDING SPORTS AND TOURISM JOINT STOCK COMPANY (SAPA PARAGLIDING .,JSC)

N° fiscal/d'entreprise: 5300829527 – délivré le 15/01/2025 par Phòng Đăng ký kinh doanh – Sở Kế hoạch và Đầu tư tỉnh Lào Cai

Siège: Tổ 3, Phường Cầu Mây, Thị xã Sa Pa, Tỉnh Lào Cai, Việt Nam · Tél.: 0964073555 · E-mail: sapa.paragliding@gmail.com · Représentant: Đặng Văn Mỹ (Giám đốc)

Autorisé à voler par le Département des opérations – État-major général, ministère de la Défense nationale du Vietnam, autorisation n° 17996/TC-QC · Licence d'exploitation de parapente n° 02/GCN-SVHTT délivrée par le Service de la Culture et des Sports de la province de Lao Cai

Service client (24h/24, 7j/7): +84 386 887 489 – sapa.paragliding@gmail.com