GENERAL DISCLAIMER FOR SERVICES RELATED TO GOVERNMENT PROCESSES AND DOCUMENTATION
This disclaimer applies to motorbike ownership and registration support. The Extra Mile urges all customers to read this document carefully before proceeding. Lack of awareness or understanding of its contents will not be accepted as grounds for complaints in case of complications. Our staff are available to answer any questions in advance.
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ABOUT GOVERNMENT PROCESSES
Vietnam remains a developing country with bureaucratic inefficiencies, frequent policy changes, and inconsistent implementation. Sudden changes in laws and procedures can affect ongoing processes and result in additional steps, delays, unexpected appointments, or extra fees—even if your process started before the change. Outcomes depend entirely on government authorities, not The Extra Mile.
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ERRORS & COMMUNICATION GAPS
Government departments often make procedural errors or reject documents without reason. For example, a mistake by the ward police may lead to a rejection by the tax department. These departments rarely communicate directly, leaving citizens responsible for seeking corrections, which may be refused. Occasionally, an officer may help by calling another department using our phones, but this is rare and unreliable.
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COFFEE MONEY
“Coffee money” (unofficial payments) is commonly requested to “expedite” procedures. Officials may deliberately introduce errors to justify these payments. Refusal to pay may result in delays or halted processes, with no legal recourse. While The Extra Mile avoids participating in such practices, we understand the customer may choose to do so independently. Any such payment is the customer’s decision and responsibility.
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CUSTOMER COOPERATION
While these processes can be frustrating for customers, they are equally or more challenging for our staff who must deal directly with uncooperative government officers. Unexpected document rejections, new requirements, or delays are common and outside our control. In some cases, customers must appear in person to sign or submit documents, and they may need to do the same step twice.
We do our best to find solutions and provide alternatives, but customer cooperation is essential. If customers are unresponsive or unwilling to act, the process stalls. We ask for patience, understanding, and respect for our staff. Frustration is understandable, but it should be directed at the system, not at us.
FINAL CONSIDERATIONS
Due to the unpredictable nature of these services, no refunds can be provided once the process begins. Our fee covers multiple steps, and our labor cost is only a portion of the total. Despite rising costs and complications, we strive to maintain our pricing. In around 15% of cases where additional effort is required, we may charge an extra 150,000 VND/hour. Customers will be notified if this arises.
We value transparency, ethics, and professionalism. Although government inefficiencies may impact on your experience, we commit to open communication and doing our best within a difficult system. We appreciate your trust and understanding.
