SanAuto LogoSanAuto

Dispute & Complaint Policy

Details regarding transaction dispute arbitration, escrow protection handling, and strict financial refund service level agreements (SLA).

1. Complaint Submission

SanAuto establishes dedicated support channels to resolve any transaction disputes arising from auctions, vehicle inspections, or escrow payments:

  • Emergency Hotline: 1900-xxxx (09:00 - 17:00, Monday to Friday).
  • Dispute Email Support: dispute@sanauto.vn (Response within 24 business hours).
  • Online Submissions: File a request directly using the "Dispute / Refund Request" option in our Contact section.

2. Dispute Resolution Steps

Our standard arbitration workflow consists of 4 steps:

  1. Step 1: Lock Transaction (Within 8 business hours). Upon receiving a dispute, the platform immediately locks the escrow funds (10% deposit or full balance) to protect both parties.
  2. Step 2: Evidence Submission (Within 48 business hours). Both parties submit documents, photographs, messages, or videos to substantiate claims regarding discrepancy.
  3. Step 3: Technical Inspection (Within 2 business days). SanAuto's technical team cross-checks original cryptographically signed reports (VNPT-CA verification) against current conditions.
  4. Step 4: Final Settlement. SanAuto issues a binding decision based on technical verification. An escrow release or a refund command is executed.

3. SLA Refund Timelines

SanAuto adheres to strict financial refund SLAs to ensure user safety and liquidity:

SLA T+1 (1 Business Day)

Automated deposit return for outbid participants or when the seller proactively rejects a valid bid.

SLA T+3 (3 Business Days)

Deposit refund and compensation payouts for validated seller-default infractions.

SLA T+5 (5 Business Days)

Full refund following final arbitration on complex vehicle damage or specification discrepancies.

4. Handover Violation Penalties

To prevent default behaviors or transaction cancellations:

  • Buyer Default: Failure to pay the remaining 90% balance within 24 business hours forfeits the 10% deposit and deducts 30 Trust Score points.
  • Seller Default: Failure to deliver the vehicle forfeits seller credentials, triggers listing suspensions, and incurs mandatory 10% compensation payouts.

5. Jurisdiction & Arbitration

Decisions are based on electronic contracts signed by both parties. If the dispute remains unresolved, the parties may submit the issue to the Vietnam International Arbitration Centre (VIAC) or the People's Court of Ho Chi Minh City in accordance with Vietnamese laws.