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Policies & Terms

Last updated 17-06-2026
(Issued together with Decision No. 002/2026/QD-KSNB-D1 dated 11/06/2026)
 
The Complaint Reception and Resolution Procedure (the “Procedure”) sets out the responsibilities of DAYONE ASIA JOINT STOCK COMPANY (the “Company”) in receiving and resolving feedback and complaints from Customers/Students.
 
If the Company’s products or services have not met your satisfaction, or if you believe there has been an error, please notify the Company.
 
Every piece of feedback from our Customers/Students is an opportunity for the Company to improve service quality, products, and the learning experience every day.
 
1. Purpose
 
  • Protect the rights and interests of Customers/Students.
  • Establish a transparent and consistent feedback handling process.
  • Improve the quality of services at the Center.
2. Scope of application
 
This Procedure applies to all Customers/Students who are using the Company’s products and services.
 
3. Procedure for receiving and resolving feedback and complaints
 
Step 1. Customer submits a request to resolve feedback or a complaint
 
Customers may submit a request to resolve feedback or a complaint to the Company through one of the following channels:
 
  • Complaint resolution hotline: 1800 646 821 (operating from 8:00 AM to 10:00 PM daily, excluding public holidays as prescribed by law).
  • Zalo OA: One Piano.
  • Email: onepiano.cskh@dayoneasia.co
  • In person at any branch of the Company.
Step 2. The Company receives the request to resolve feedback or a complaint
 
The Company will notify the Customer of receipt of the request as follows:
 
  • Immediately: if the Customer submits feedback/a complaint in person at a Company branch or via the complaint resolution hotline.
  • Within 48 hours (excluding public holidays as prescribed) from the time the feedback or request is received: if the Customer submits feedback/a complaint by email or through other channels.
Step 3. The Company responds to the Customer with the processing result
 
Wherever possible, the Company will process the request within 07–14 days from the date of receipt.
 
In more complex cases, additional time may be required. The Company will inform the Customer of the specific resolution timeline.
 
The Company will respond via phone call, email, Zalo OA message, or other appropriate channels.
 
Step 4. Record keeping and reporting
 
Upon completion, the Company will retain complaint resolution information and records for reconciliation, reporting, or coordination with competent authorities (if applicable).
 
4. Processing principles
 
  • Objective and transparent.
  • Confidentiality of customer information.
  • Priority support and appropriate resolution.
  • Compliance with internal regulations and applicable laws.
We sincerely appreciate every contribution aimed at delivering the best learning experience and use of the products and services provided by the Company.
 
Thank you for accompanying us.

One Piano’s operational policy is designed to create a comfortable and enjoyable environment for all customers. Key points include:

  • Service Quality: One Piano is committed to providing high-quality piano services, supported by a carefully selected team of professional staff and coaches.

  • Personal Development: We encourage all customers to grow their musical skills through participation in our programs and services.

  • Positive Environment: We strive to maintain a positive and enriching experience. All feedback and suggestions are welcomed and appreciated.

  • Respect & Support: We are committed to treating every customer with fairness and respect. All feedback or complaints will be addressed promptly and fairly.

  • Safety & Privacy: We are dedicated to protecting customer privacy and maintaining a safe, respectful environment for everyone.

  • Operating Hours: One Piano is open daily from 8:00 AM to 10:00 PM. Any changes to our hours of operation will be announced and updated in a timely manner

1.1 Intellectual Property Rights
 
All materials, information, images, and publicly available content on the website onepiano.vn are the intellectual property of One Piano or our third-party partners and are protected by copyright laws.
 
You are not permitted to copy, modify, or use any content from this website for commercial purposes without written consent from One Piano.
 
1.2 User Responsibilities
 
You may not use the onepiano.vn website for any illegal purposes, to violate applicable laws, or to carry out any actions that may harm the website or other users.
 
1.3 Changes and Updates
 
We reserve the right to change or update these terms and conditions based on actual circumstances. Continued use of the website shall be deemed your acceptance of the updated terms and conditions.
(Issued together with Decision No. 002/2026/QD-KSNB-D1 dated 11/06/2026)
 
1. Definitions
 
1.1. Vulnerable consumers are consumers who are likely to suffer greater adverse impacts in terms of access to information, health, property, and dispute resolution at the time of purchasing or using products, goods, or services (hereinafter collectively referred to as “Customers”), including:
 
a. Elderly persons as defined under the law on elderly persons (aged 60 and above);
 
b. Persons with disabilities as defined under the law on persons with disabilities;
 
c. Children as defined under the law on children (under 16 years of age);
 
d. Ethnic minority persons; persons living in ethnic minority and mountainous areas, islands, economically disadvantaged areas, or specially disadvantaged areas as prescribed by law;
 
đ. Pregnant women or women raising children under 36 months of age;
 
e. Persons suffering from terminal illnesses as prescribed by law;
 
g. Members of poor households as prescribed by law.
 
1.2. The Company means DAYONE ASIA JOINT STOCK COMPANY, enterprise registration number 0316626153, first issued by the Ho Chi Minh City Department of Planning and Investment on 08/12/2020, and/or its affiliated units.
 
2. Commitments of the Company
 
a. Ensure the exercise of Customers’ rights when using the Company’s products and services in accordance with applicable laws;
 
b. Do not discriminate against, treat unfairly, or exploit vulnerability factors to infringe upon Customers’ lawful rights and interests during transactions with the Company;
 
c. Provide information to Customers in a clear, understandable, and accessible manner;
 
d. Ensure timely support for Customers and do not refuse to handle a Customer’s request due to differences in language, writing, customs, or practices. When a Customer submits a protection request together with evidence proving their status as a vulnerable consumer and the infringement of their rights, the Company will give priority to receiving and handling the request and will not refer it to a third party for resolution, except where such third party has a related obligation. The Company will compensate damages as prescribed by law if it delays, refuses priority handling, or refuses to receive and process the Customer’s request in accordance with Company policy and applicable laws;
 
e. Apply fair, transparent complaint and dispute resolution mechanisms appropriate to each group of vulnerable consumers as follows:
 
For persons with disabilities and persons with terminal illnesses: priority reception, handling, and response to requests; additional support measures may be considered on a case-by-case basis;
 
For elderly persons, children, ethnic minority persons, persons living in ethnic minority and mountainous areas, islands, economically disadvantaged areas, or specially disadvantaged areas, pregnant women or women raising children under 36 months of age, and members of poor households: communicate in clear and simple language, listen patiently, and consider additional appropriate solutions and support on a case-by-case basis.
 
f. Fulfill other responsibilities as prescribed by law.
 
3. Provisions on complaint and dispute resolution for Customers
 
3.1. Procedure for receiving and resolving complaints and disputes
 
Step 1. Customer submits a complaint or dispute resolution request

Customers may submit requests through: complaint hotline 1800 646 821 (8:00 AM–10:00 PM daily, excluding public holidays); Zalo OA: One Piano; email: onepiano.cskh@dayoneasia.co; or in person at Company branches.
 
Step 2. The Company receives the request

The Company will notify receipt immediately for in-person or hotline complaints, or within 48 hours (excluding public holidays) for email and other channels.
 
Step 3. The Company responds with the processing result

Wherever possible, the Company will resolve the request within 07–14 days from receipt. Complex cases may require additional time, of which the Customer will be informed. Responses will be provided via phone, email, Zalo OA, or other channels.
 
3.2. Priority handling for vulnerable consumers
 
a. When a vulnerable consumer transacts with the Company, Company staff will guide the Customer to present documents proving vulnerable consumer status as prescribed by law;
 
b. Where information provided shows the Customer is a vulnerable consumer, the Company will:
 
  • Prioritize support to ensure the earliest possible assistance, service, and answers;
  • Prioritize direct reception and resolution of complaints/disputes related to the Company’s goods/services over requests from regular customers;
  • If refusing a request, respond in writing stating the legal basis and the inappropriateness of the Customer’s request.
 
4. Amendments and replacement
 
4.1. This Policy may be updated, amended, supplemented, or replaced from time to time in compliance with applicable laws and/or to provide better policies to Customers.
 
4.2. Any updated, amended, supplemented, or replaced content (if any) will be publicly posted by the Company as required by law from time to time.
 
5. Effectiveness
 
This Policy takes effect from the date of signing the Decision issued together with this Policy.
(Issued together with Decision No. 002/2026/QD-KSNB-D1 dated 11/06/2026)
 
1. Definitions
 
1.1. Consumers (also referred to as Customers): individuals, families, agencies, or organizations that purchase or use products, goods, or services for personal or household consumption and not for commercial purposes.
 
1.2. Consumer information includes personal information of Consumers, information about the purchase and use of products, goods, or services by Consumers, and other information related to transactions between Consumers and business organizations or individuals.
 
1.3. The Company means DAYONE ASIA JOINT STOCK COMPANY, enterprise registration number 0316626153, first issued by the Ho Chi Minh City Department of Planning and Investment on 08/12/2020, and/or its affiliated units.
 
2. Rules for the protection of consumer information
 
2.1. Purposes of information collection
 
a. Customer care and support: consulting, answering questions, usage guidance, and technical support related to goods/services provided by the Company.
 
b. Order confirmation, order status notifications, delivery time, order cancellation confirmation (if any), and other order-related matters; payment processing, activation of goods/services; delivery, installation, setup; warranty and maintenance; transaction reconciliation; refunds; returns; complaint handling; and after-sales service.
 
c. Performance of contractual commitments, responsibilities, and obligations under contracts and other transaction documents (if any) between the Company and Customers.
 
d. Creation and maintenance of Customer accounts on the Company’s application for class booking and/or other utilities serving Customer needs and interests.
 
e. Fulfillment of legal obligations such as issuing VAT invoices, providing information to state authorities upon request, or in cases of disputes, complaints, or lawsuits; protection of Customers’ lawful rights and interests.
 
f. Providing information to financial companies for receiving, appraising, and approving Customer installment applications.
 
g. Other purposes with the Customer’s consent.
 
2.2. Scope of information use
 
The Company uses consumer information in compliance with applicable laws and the Customer’s specific consent for each scope of use, except where the Company uses Customer information to exercise rights and obligations as prescribed by law.
 
2.3. Information retention period
 
a. Consumer information will be retained until deleted/cancelled in the following cases:
 
  • The Customer requests deletion/cancellation and accepts possible risks and damages, provided the request complies with the Law on Personal Data Protection and related regulations.
  • The Company has completed the purpose of personal data processing and determines retention is no longer necessary.
  • The statutory retention period has expired.
  • As required by a decision of a competent state authority.
  • As agreed between the Customer and the Company.
  • Other cases as prescribed by law.
b. The Company may refuse a Customer’s deletion/cancellation request in cases permitted by law.
 
2.4. Measures to protect information and ensure information security
 
To protect consumer information, the Company applies the following measures:
 
a. Technical measures such as firewall systems and multi-layer authentication when logging into systems.
 
b. Network security checks for information systems, means, and devices to protect data.
 
c. Regular inspection and scanning of improperly stored data.
 
d. Security testing (Pentest) for newly developed or upgraded software systems under programs and projects.
 
e. Designation of departments and personnel responsible for protecting Customer information.
 
3. Rights and responsibilities of Customers
 
3.1. Customer rights
 
a. The right to know and consent to the purpose and scope of use of Customer information.
 
b. The right to withdraw consent or request restriction of use of Customer information by written notice to the Company’s email or contact address.
 
c. The right to request deletion/cancellation of Customer information by written notice, accepting possible risks and damages; the Company may refuse where prohibited by law or where deletion/cancellation would violate applicable laws.
 
d. The right to request correction of Customer information when it changes and/or contains errors.
 
e. The right to request provision of Customer information by written request to the Company’s email or contact address.
 
f. Other rights as prescribed by law.
 
3.2. Customer obligations
 
a. Ensure all information provided to the Company is accurate and lawful. The Company is fully exempt from liability if information provided is inaccurate or unlawful.
 
b. If providing third-party information (including but not limited to relatives, authorized persons, partners, contacts, and/or other individuals), the Customer warrants that consent has been obtained. The Customer is responsible to third parties for the use and provision of such information and must retain proof of consent for the Company and competent authorities as required by law.
 
c. Other obligations as prescribed by law.
 
4. Amendments and replacement
 
4.1. These Rules may be updated, amended, supplemented, or replaced from time to time in compliance with applicable laws and/or to better protect Customer information.
 
4.2. Any updated, amended, supplemented, or replaced content (if any) will be publicly posted by the Company as required by law from time to time.
 
5. Effectiveness
 
These Rules take effect from the date of signing the Decision issued together with these Rules.