Handling Feedback, Requests, and Complaints

Article 1. Owner, scope, and effective date

1. DISC JOINT STOCK COMPANY, with enterprise code 0108468650 (hereinafter the “Company”), is the owner of the direct-sales e-commerce platform at the domain name discglobal.net (hereinafter the “Platform”).

2. This document (hereinafter the “Document”) governs the receipt and resolution of feedback, requests, and complaints relating to the Platform. An organization or individual that submits any of these is referred to as the “Sender”.

3. This Document applies from September 15, 2026.

4. Mandatory provisions of law take precedence. This Document does not by itself change any agreement or policy already in effect for a case.

Article 2. Methods for receiving feedback, requests, and complaints

1. The online contact method is help@discglobal.net.

2. Consumers may send a request for negotiation to the head office, a branch, a representative office, a business location, or the website of the Company, or through any other contact method that the Company has made public or is currently using.

3. The Company also receives submissions through the E-commerce Activity Management System.

Article 3. Process and procedures for receiving and handling feedback, requests, and complaints, including the specific steps the parties need to take

1. The Sender sends its submission through a method set out in Article 2, stating its contact information, the case, and the outcome it seeks, and providing the transaction information and related documents it has. The Sender is responsible under the law for the information and documents it provides.

2. The Company acknowledges receipt within the time limit set out in Clause 2 of Article 4. The acknowledgment may be sent automatically. It is not the outcome of the resolution and does not mean that the Company admits responsibility or accepts the request.

3. Within the expected time limit set out in Clause 3 of Article 4, the Company verifies the case and sends the outcome through the contact method that the Sender provided or is using with the Company. The Company may ask the Sender to verify its standing or to provide additional necessary and relevant information and documents. The Sender completes this request within 5 working days from the date the Company sends it, unless the parties lawfully agree on a different time limit. When the time limit for providing additional materials expires, the Company may resolve the case on the basis of the information and documents it has.

4. The Company gives priority to receiving and handling protection requests from vulnerable consumers that are accompanied by evidence and documents proving their vulnerable status and the infringement of their rights. The Company does not transfer these requests to a third party for resolution, except to a third party that has related obligations. If it refuses to resolve such a request, the Company responds in writing, clearly stating the legal basis and how the request does not conform to the published policy. The Company provides guidance on the required documents and communicates in a manner suited to each group of vulnerable consumers, and does not refuse to resolve a request because of differences in spoken language, written language, customs, or traditions.

5. For a submission that has already been resolved and involves no new facts, the Company may refer back to the previous outcome. The Company may end the handling of a submission that falls outside the scope of this Document if the Company has no obligation to resolve it. These measures do not exclude mandatory obligations or restrict the lawful right to file a complaint or bring a lawsuit.

Article 4. Specific time limits for the initial response and expected time limits for resolution of each common type of issue

1. Statutory time limits and the method of calculating them follow the law in effect for the case, including any amending or replacing provisions. For time limits set by the Company itself, the starting day is not counted. These time limits also exclude Saturdays, Sundays, and public holidays and Tet holidays under Vietnamese law.

2. From the date it receives a submission through a method set out in Article 2, the Company gives an initial response within 3 working days for submissions from consumers and within 7 working days for other submissions.

3. The expected time limits for the step in Clause 3 of Article 3, counted from the date the Company sends its initial response, are set out below. The Company applies the longest time limit if a case falls into more than one group:

   a) Issues concerning accounts, access, technical matters, or information on the Platform: 15 working days.

   b) Issues concerning transactions, goods, or services, or issues that fall under neither Point a nor Point c of this Clause: 20 working days.

   c) Complex cases that require expert assessment, verification of signs of a violation, or coordination with multiple parties: 30 working days.

4. The expected time limits exclude the period from when the Company sends a request for additional materials until the Company receives all of the requested materials or the time limit for providing them under Clause 3 of Article 3 expires, whichever occurs first. In the event of objective impediments, the Company may adjust an expected time limit by notifying the Sender of the new time limit.

5. For a consumer’s request for negotiation, the Company receives the request and proceeds with negotiation within 7 working days from the date it receives the request. This time limit is not a mandatory deadline for concluding the negotiation. If it refuses to negotiate, the Company responds in writing and clearly states the reasons within the same time limit. The parties have the right to choose the time and form of negotiation and to request that the negotiation be suspended or terminated in accordance with the law.

6. For a request for negotiation forwarded by a state management authority for consumer rights protection or by a social organization participating in consumer rights protection, the Company notifies that authority or organization of the outcome in writing within 5 working days from the date the negotiation ends.

7. The timeframes in Clauses 2, 3, and 4 of this Article do not extend any other mandatory time limit or delay any immediate and timely handling required by law. Requests to exercise the rights of personal data subjects follow separate procedures and time limits under the law and the Company’s privacy policy, instead of these timeframes.

Article 5. Measures and tools the Platform uses to support the resolution of feedback, requests, and complaints

1. The Company uses email to receive submissions and communicate. Depending on the case, the Company may use manual or automated records and tools to classify, look up, verify, and keep an audit trail of the handling.

2. The Company may coordinate with relevant parties for verification and resolution. Within the scope of the statutory responsibilities of the owner of the Platform, the Company coordinates with intellectual property rights holders to review, temporarily remove, or block access to information about goods or services that shows signs of infringing intellectual property rights.

3. Where there are grounds under the law, an agreement, or a policy in effect for the case, the Company may apply one or more of the following measures: notification, warning, a request for remediation, temporarily hiding or removing content, restricting features or accounts, and other lawful measures.