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Rights and Obligations of the Parties

This policy sets out the rights and obligations between ECM GLOBAL and customers when using services on ecmglobalco.com.

1. Rights and obligations of ECM GLOBAL

ECM GLOBAL’s rights

ECM GLOBAL has the right to:

  • Request customers to provide complete, accurate and lawful information and documents required to perform the service;
  • Charge service fees according to the price list, quotation or agreement that has been communicated to and confirmed by the customer;
  • Refuse or suspend the service if the customer provides inaccurate or incomplete information, shows signs of violating the law, or fails to perform the agreed obligations;
  • Request the customer to supplement documents, verify information or complete necessary steps during service delivery;
  • Adjust the content, scope or process of the service when there are changes from government authorities, partners or third-party platforms, provided that the customer is notified when the change directly affects the service in use;
  • Apply necessary measures to protect the systems, data, intellectual property and lawful interests of ECM GLOBAL.

ECM GLOBAL’s obligations

ECM GLOBAL is responsible for:

  • Publishing and providing clear information about the service, scope of support, terms of use, costs and related fees before the customer confirms the service;
  • Performing the service according to the scope and content agreed with the customer;
  • Providing truthful and accurate information about the process and the processing status of the customer’s case;
  • Notifying the customer when an issue arises that may affect the progress or outcome of the service;
  • Keeping the website secure and stable to the extent within ECM GLOBAL’s control;
  • Taking appropriate measures to protect customers’ information and personal data;
  • Not using customer information for purposes contrary to what has been notified or to the law;
  • Receiving and handling customer feedback, requests and complaints according to the procedure published on the website;
  • Cooperating with and providing information to competent government authorities upon lawful request;
  • Applying refunds, service termination or other handling measures according to the published policies and the agreement with the customer;
  • Ensuring that offers, promotions or pricing policies are clearly communicated during their period of application.

2. Rights and obligations of customers

Customer rights

Customers have the right to:

  • Receive complete and clear information about the service before deciding to use it;
  • Know the scope of service, fees, payment methods, expected processing time and applicable conditions;
  • Choose services and payment methods from the options provided by ECM GLOBAL;
  • Have their information and personal data protected under ECM GLOBAL’s privacy policy and the law;
  • Request information on the processing status of their service;
  • Submit feedback, requests or complaints while using the service;
  • Request service termination or a refund in cases that meet the conditions of the policies published by ECM GLOBAL;
  • Have their lawful rights and interests protected under the laws on consumer protection and e-commerce.

Customer obligations

Customers are responsible for:

  • Providing complete, accurate, truthful and lawful information and documents required for ECM GLOBAL to perform the service;
  • Taking responsibility for the accuracy and legality of the information and documents they provide;
  • Not using ECM GLOBAL’s services or website for unlawful purposes;
  • Paying the notified and confirmed fees in full and on time;
  • Reviewing the information, documents and content that require confirmation before agreeing to proceed;
  • Cooperating with ECM GLOBAL in verifying, supplementing or processing documents;
  • Keeping account information confidential and taking responsibility for activities arising from accounts under their management;
  • Promptly notifying ECM GLOBAL upon discovering incorrect information, incidents or issues that may affect service delivery;
  • Complying with the terms of service, website policies and applicable laws.

3. Services involving third parties

Some ECM GLOBAL services may involve government authorities, banks, financial institutions, e-commerce platforms, legal, accounting or tax partners, or other service providers.

In these cases:

  • ECM GLOBAL is responsible for informing the customer of the scope of its support;
  • The customer is responsible for providing complete information and documents as requested by the relevant party;
  • Processing time and results may depend on the review process of the authority, platform or third party;
  • ECM GLOBAL does not commit to review outcomes on behalf of an authority or third-party platform when the final decision lies with that party;
  • ECM GLOBAL will continue to support the customer within the agreed scope of service and policies.

4. Feedback and complaints

Customers can submit feedback, requests or complaints through ECM GLOBAL’s official contact channels published on the website.

ECM GLOBAL will:

  1. Step 1
    Receive the information from the customer
  2. Step 2
    Confirm receipt of the request
  3. Step 3
    Review and categorize the matter
  4. Step 4
    Request additional information or documents if needed
  5. Step 5
    Coordinate with the relevant departments or parties to resolve it
  6. Step 6
    Notify the customer of the result or proposed resolution
Phone/Zalo+84 334816561
AddressOffice Area, 3rd Floor, CT2 Building, Government Cipher Committee Apartment Complex, Khuat Duy Tien Street, Thanh Xuan Ward, Hanoi, Vietnam

5. Validity and updates

The Rights and Obligations of the Parties are published on the website and may be updated to comply with the law or to reflect ECM GLOBAL’s actual operations.

Material changes that directly affect customers’ rights and obligations will be announced on the website or communicated through an appropriate contact method.

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