Legal

Vulnerable customers policy

GenNova Dev Company Limited is committed to fair treatment of all customers, including vulnerable consumers under Consumer Protection Law 19/2023/QH15. This policy applies to GenNova Dev products (data sync, Gennova Platform, Gennova Heroes and *.gennovadev.com). Effective and last updated: 16 Sep 2026.

Under Law 19/2023/QH15, a vulnerable customer is a person more likely to suffer adverse effects on access to information, health, property or dispute resolution when buying or using goods or services. Groups include older persons; persons with disabilities; children; ethnic minorities and people in disadvantaged, mountainous, island or especially difficult areas; pregnant women or those raising a child under 36 months; persons with a serious illness as defined by law; and members of poor households. Determination follows applicable law. GenNova mainly serves businesses; this policy still applies when an individual in these groups uses or represents an organisation using the service.

  • Respect customer rights under law while using our products.
  • Provide timely support; we do not refuse a request solely because of language or custom differences. When a customer asks for protection and provides evidence of vulnerability and of harm, we prioritise handling and do not hand the case to an unrelated third party. If we decline, we reply in writing (email) with the legal basis.
  • Compensate damage under civil law if we unlawfully delay, refuse priority, or refuse to receive/handle a request.
  • Give clear information. If the customer cannot read, we explain orally or work with a lawful representative/guardian.
  • No discrimination and no exploiting vulnerability.
  • Persons with disabilities and serious illness: faster handling where the case allows; extra support where appropriate.
  • Older persons, children (via a representative), ethnic minorities/disadvantaged areas, pregnant women or parents of young children, poor households: plain language, patience, and extra support where appropriate.

Customers (or a relative, guardian or lawful representative) may contact:

  • Email: info@gennovadev.com — subject “Vulnerable customer” (add “Heroes” for that product).
  • Post: GenNova Dev Co., Ltd — Floor 4, 12–16 Doc Ngu, Ngoc Ha, Hanoi, Vietnam.
  • Contact page: gennovadev.com/contact.

If reading or writing is difficult, ask someone to state briefly: the product; the issue; the help requested. Do not post passwords, OTPs or bank documents on public channels.

Step 1 — File the complaint. Provide as needed: account/contact; evidence of vulnerability (if you want priority handling); product; facts; time; other evidence. Supplying information is voluntary and used only to verify and handle the case.

Step 2 — Acknowledgement. We confirm receipt within 2 (two) working days of a valid request — the same initial response window as personal-data requests under Decree 356/2025/NĐ-CP.

Step 3 — Handling. Usually no more than 30 (thirty) working days from receiving complete information, unless law or contract says otherwise. Complex cases may take longer; we will explain why and the expected extra time. Disability and serious-illness cases are prioritised where the matter allows.

Personal-data rights (access, correction, erasure, withdrawal of consent, etc.) follow the timelines in the Privacy policy (Article 5 of Decree 356/2025), not the 30 working-day consumer window above.

GenNova Dev may update this policy to match operations and the law. The current text is posted on the relevant website and apps. See also the Privacy policy and Community guidelines.