1. Time limit for accepting complaints:

   All complaints related to lost, harmed, altered or damaged Orders must be recorded and sent to SWIFT247 within 24 hours from the time the system records the delivery status.

2. Complaint receiving time:

   The response time to receive complaints is calculated from the time SWIFT247 receives the customer's complaint minutes (within office hours) as follows:

   Within 03 hours for complaints about order delivery/pick-up.

   Within 24 hours for complaints for remaining cases (lost, misplaced, damaged goods).

Within 05 to 07 working days from the time of receiving the complaint, the Customer needs to provide sufficient evidence related to the complaint that has enough foundation to verify which party is at fault.

Customer's liability for damages: Customer must compensate for all actual damages incurred to SWIFT247 and related third parties (if any) in the case of:

1. Damage caused by Customer's fault.
2. Goods on the list of Transportation Prohibited Goods causing damage to SWIFT247 or other third parties (if any).
3. Goods are not properly packed causing damage to SWIFT247 or other third parties (if any).
4. SWIFT247's liability for damages: In the event that damage is caused by part of the fault of the Customer, SWIFT247 will only compensate for the damage corresponding to the fault of SWIFT247.
5. The policy of compensation for lost, harmed or damaged Goods shall comply with the provisions of Clause 8 below.