Hotline: 0905 316 516 support@goodcarvietnam.vn 24/7, every day

Complaints handling

GoodCar Việt Nam (CÔNG TY TNHH VN GOOD CAR) wants every trip to be safe, on time and exactly as agreed. If you are not satisfied with a vehicle, a driver, the price or our service, please let us know. This page explains how we receive and handle feedback and complaints.

1. How to reach us

  • Hotline (24/7, every day): 0905 316 516. If something goes wrong during your trip, call this number for immediate help.
  • Zalo: 0905 316 516
  • Email: support@goodcarvietnam.vn
  • The form on our Contact page.
  • In person at our office: 16 Vu Thanh Nam, Hoa Xuan Ward, Da Nang

2. Information to include

  • Your name and phone number.
  • Date and time of the trip; pick-up and drop-off points.
  • Vehicle type, licence plate or driver name (if known).
  • What happened, what you would like us to do, and any photos or documents.

3. Process and time limits

  1. Acknowledgement: we confirm receipt within 24 hours. Problems on the road (breakdown, delay, driver not reachable) are handled immediately by our dispatch team, for example by sending another vehicle or driver.
  2. Review: we check with the driver and dispatch team and compare with the contract and itinerary.
  3. Response: within 7 working days of receiving complete information, we send you our findings and proposed solution: an explanation, an apology, a discount, a refund or compensation under the contract and the law.
  4. Resolution: once you accept the proposal, we carry it out straight away; any refund is paid by the method we agree with you.

4. If we cannot agree

We will keep working with you to reach an agreement. If we still cannot agree, you may request mediation, contact the consumer protection authority (Da Nang Department of Industry and Trade) or bring a claim before a court under Vietnamese law.

5. Our commitments

  • We do not charge for receiving or handling complaints.
  • We keep the details of anyone who complains confidential.
  • We use your feedback to improve our vehicles, drivers and service.
  • We are your single point of contact for feedback on any trip booked with us.

Last updated: 21/10/2026.