Policy on Protection of Vulnerable Consumers

Effective date: 11 June 2026

Pursuant to the Law on Protection of Consumer Rights No. 19/2023/QH15 and its guiding regulations (collectively referred to as the “Consumer Protection Law”), vulnerable consumers are given priority support in the resolution of complaints, disputes, and the exercise of other consumer rights. Starbucks is committed to treating all customers fairly, including ensuring that vulnerable consumers have the same experience as other customers in all aspects.

Who are vulnerable consumers?

Vulnerable consumers are those who may be subject to adverse impacts in accessing information, health, assets, or dispute resolution at the time of purchasing or using products, goods, or services, including:

• Elderly persons in accordance with the law on the elderly (i.e., individuals aged 60 and above); 
• Persons with disabilities as defined by the law on persons with disabilities; 
• Children as defined by the law on children (i.e., individuals under 16 years of age); 
• Ethnic minorities; persons living in ethnic minority areas, mountainous regions, islands, or areas with difficult or especially difficult socio-economic conditions as prescribed by law; 
• Pregnant women or women raising children under 36 months of age; 
• Persons with serious illnesses as defined by law; 
• Members of poor households as defined by law.

The definition of vulnerable consumers may be updated from time to time in accordance with applicable laws and/or guidance from competent authorities. 

Starbucks’ commitments

Ensure the exercise of rights of vulnerable consumers in the use of Starbucks’ products and services in accordance with the law;

Ensure that vulnerable consumers receive timely support, and not refuse to handle their requests due to differences in language, writing, customs, or practices. Where a consumer requests protection and provides evidence/documents proving that they are a vulnerable consumer and that their rights have been violated, Starbucks will prioritize the receipt and handling of such requests and will not transfer the request to a third party, unless such third party has relevant obligations. Starbucks will compensate damages in accordance with the law in cases of delay, refusal to prioritize, or refusal to accept or handle such requests under Starbucks’ applicable policies and in compliance with legal regulations;

Provide information that is clear, easy to understand, and accessible;

Not discriminate against or exploit vulnerabilities to infringe upon the legitimate rights and interests of vulnerable consumers during the use of Starbucks services;

Apply fair and transparent complaint and dispute resolution mechanisms with the highest priority level in accordance with internal policies and applicable laws;

Fulfill other responsibilities as required under the Consumer Protection Law and other relevant legal regulations.

Complaint handling procedures

Vulnerable consumers are subject to Starbucks’ general complaint handling process, with additional provisions to ensure support and priority in processing, as follows:

• Where the complainant is a vulnerable consumer, they must provide documents and evidence proving their status as a vulnerable consumer in accordance with applicable laws;
• Within its authority and responsibility, Starbucks will prioritize the receipt and handling of requests from such complainants compared to the standard complaint handling process currently applied by Starbucks.