Complaints & Disputes

1. How to reach us

• Hotline: 097 586 1994 (during business hours).
• Email: info@cleveracademy.vn.
• In person: Hanoi Campus — 3rd Floor, Viet Tower, 1 Thai Ha Street, Dong Da District, Hanoi; Saigon Campus — Unit 1681, 16th Floor, Bitexco Financial Tower, 2 Hai Trieu Street, Ben Nghe Ward, District 1, Ho Chi Minh City.
• Through your consultant or the academic team looking after you.
• Through the contact form on this website.

2. What to include

• Your name and a phone number or email we can reach you on.
• The student’s name and the course or class concerned.
• What happened, when it happened, and what outcome you are looking for.
• Any supporting documents (payment records, messages, screenshots).

The information you provide is used only to handle your complaint and is protected under our Privacy Policy.

3. Our process

1. Receipt: we log your complaint and confirm receipt within 3 working days.
2. Investigation: the responsible team reviews your records, schedule and payments, and speaks with everyone involved (teacher, academic team, finance).
3. Proposal: we discuss with you how we propose to resolve the matter.
4. Outcome: we give you our conclusion in writing within 15 working days of receipt. If a complex case needs more time, we will tell you why and by when.
5. Follow-up: we record the outcome and use your feedback to improve our service.

4. Our commitments

• We accept all complaints relating to services we provide.
• We handle them honestly, objectively and within the published timelines.
• We keep the complainant’s information confidential.
• Where a complaint is well-founded, we put it right or compensate in line with our agreement and the law.

5. Dispute resolution

We aim to resolve every issue through direct discussion and good-faith conciliation, respecting the lawful rights of our students and customers.

If no agreement is reached, either party may refer the matter to a competent authority or to the competent court in Vietnam, to be resolved under Vietnamese law.

You also have the right to raise the matter with the Vietnamese consumer protection authorities as provided by law.