1. Overview
This Service Fulfillment & Delivery Policy describes how RH1 VN Company Limited ("RH1 VN", "we", "our", "us") delivers and fulfils its service commitments to customers of the Awra VR experience.
2. E-ticket Delivery
- An e-ticket is sent to your registered email within 30 minutes of successful payment.
- The ticket contains a unique QR code for scanning at the venue entrance.
- Customers may present the ticket via mobile device (digital) or as a printed copy.
- Each QR code is valid for single use only.
- If you do not receive your ticket within 30 minutes, please check your spam folder or contact info@rockhillasia.com with proof of payment.
3. Experience Delivery
- Customers should arrive at least 10 minutes before their booked session time to complete check-in.
- Staff will verify tickets, conduct a safety briefing, and assist with VR equipment setup.
- Customers arriving more than 15 minutes late may forfeit their session without a refund.
- The duration of each experience is stated at the time of booking; we commit to providing the full registered experience time.
- In the event of an unintended technical interruption, we will provide additional time or a free reschedule.
- After the experience, customers will receive any souvenirs or rewards included in their package directly at the venue.
- Customer feedback is collected through our review system or directly with on-site staff.
4. Merchandise & Gifts
- In-venue pickup: souvenirs, merchandise, and products included with ticket packages are handed over directly during or immediately after the experience.
- Postal delivery (where available): within Vietnam only, 3–7 business days from order confirmation; shipping fees as notified at time of order.
- Lost or damaged items in transit: we will reship or issue a refund.
- Digital gift vouchers: sent via email within 24 business hours of ordering, valid until the printed expiry date, cannot be converted to cash, and not refundable once partially used.
5. Confidentiality & Record Keeping
RH1 VN Company Limited commits to respecting the confidentiality of all customer information and will not disclose it to third parties, except: (i) as required by law enforcement or a competent court; (ii) as necessary to deliver the service, with partners bound by equivalent confidentiality obligations; (iii) with the customer's explicit consent. In the event of legally mandated disclosure, we will notify the customer within 1 business day of receiving the order, unless prohibited by law.
- Digital booking and transaction records: retained for a minimum of 5 years.
- Paper records: may be destroyed 1 year after the final payment, with prior written notice.
- Original customer documents: returned upon written request.
- Customers agree to RH1 VN Company Limited's Privacy Policy; we reserve the right to store and process information on authorized third-party platforms to deliver services, in compliance with Vietnam's Personal Data Protection Law 2025.
6. Liability for Service Failure
If we are unable to deliver the experience as committed due to technical or operational issues, we will notify customers as early as possible via email and/or phone, and offer the choice of: rescheduling (within 30 days of the original date) or a full refund within 5–7 business days.
We are not liable for secondary costs such as travel expenses, accommodation, or other indirect losses.
7. Contact Information
- RH1 VN Company Limited
- Website: awra.world
- Email: info@rockhillasia.com
- Phone: [Số điện thoại]
- Address: 215B3 Nguyễn Văn Hưởng, Phường An Khánh, Thành phố Hồ Chí Minh, Việt Nam / 215B3 Nguyen Van Huong, An Khanh Ward, Ho Chi Minh City, Vietnam
- Support hours: 09:00 – 21:00, Thứ Hai đến Chủ Nhật / Monday to Sunday