COMPLAINT HANDLING AND RESOLUTION PROCEDURE

Article 1: Resolution Mechanism
All customer complaints are resolved based on negotiation. If no satisfactory agreement is reached, either party has the right to bring the matter to a competent State authority for resolution.
In the event of an incident caused by the fault of Level Fitness Center (LFC), we will immediately take necessary measures to ensure the rights and benefits of the customer.

Article 2: Methods of Submitting Complaints
Customers can submit complaints to Z Management Company Limited for resolution through the following methods:
Option 1: Send an email to: marketing@levelfyc.com
Option 2: Call the hotline: 088 850 69 69
Option 3: Contact us via the official Facebook page: https://www.facebook.com/Levelfitnesshn
Option 4: Visit the following addresses directly:
Location 1: 13th Floor, Trang An Complex, No. 01 Phung Chi Kien, Nghia Đo Ward, Cau Giay District, Hanoi
Location 2: 6th Floor, The Nine Building, Mai Dich Ward, Cau Giay District, Hanoi

Article 3: Implementation Process
Step 1: Submitting a Complaint
Customers submit complaints about services or unfulfilled rights to Z Management Company Limited through the specified methods.

Step 2: Receiving and Handling Complaints
Z Management Company Limited will receive customer complaints and proceed to verify the information.

Step 3: Responding to the Customer
Z Management Company Limited will respond to the customer with the results of the complaint resolution within 3 working days from the date the verification and information processing is completed.
Z Management Company Limited will strive to verify and resolve the complaint quickly and promptly to ensure the customer’s rights. In cases beyond the company’s ability and authority, we will request the customer to bring the matter to a competent State authority for legal resolution.