Dispute Resolution Mechanism

1. Principles of Dispute Resolution

Pebbles encourages users and service providers to prioritize communication, negotiation, and mediation to resolve issues arising during the use of services.

Where the parties are unable to resolve the matter themselves, Pebbles may support the receipt of information, verification, and coordination of communications within the scope of its functions.

Pebbles is a platform connecting users and service providers, is not the party directly providing services, and is not a party to the service transaction between the parties.

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2. Scope of Pebbles’ Support

Pebbles may provide support in:

• Receiving feedback, complaints, and disputes;
• Supporting the exchange of information between the parties;
• Supporting the verification of information related to transactions on the platform;
• Proposing appropriate handling options based on the information and documents provided.

Pebbles is not obligated to issue a final decision on behalf of the parties in all cases.

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3. Submission of Complaints or Support Requests

Users may submit complaints or support requests through Pebbles’ official contact channels.

When submitting a complaint, users should provide:

• Transaction information;
• The content of the complaint or dispute;
• Relevant documents, images, or information, if any.

Support email: info@pebbles.vn

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4. Handling Procedure

The dispute and complaint handling procedure shall be conducted according to the following steps:

Step 1: Receipt of Information

Pebbles receives information from the parties and confirms receipt of the request.

Step 2: Verification and Communication

Pebbles may request the parties to provide additional information, documents, or evidence necessary for the verification process.

Step 3: Resolution Support

Pebbles supports the parties in communicating, negotiating, and seeking an appropriate resolution.

Step 4: Completion of Handling

Where the parties reach an agreement, the matter shall be closed in accordance with the agreed content.

Where the parties fail to reach an agreement or the matter exceeds Pebbles’ scope of support, the parties have the right to request a competent state authority or court to resolve the matter in accordance with the law.

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5. Responsibilities of the Parties

Users and service providers shall be responsible for:

• Providing truthful, complete, and accurate information;
• Cooperating during the verification and resolution process;
• Respecting the lawful rights and interests of relevant parties.

Pebbles shall be responsible for receiving and supporting the handling of disputes objectively and transparently within the functional scope of the platform.