TERMS OF USE OF THE VISIT VIETNAM APPLICATION

Applicable to Customers/users when downloading, installing, opening, registering an account, and using the Visit Vietnam application/platform

I. GENERAL PROVISIONS

1. Scope of application

These Terms of Use ("Terms") set out the rights, obligations, and responsibilities of Visit Vietnam and the Customer when accessing, registering an account, using the features, products, and services, and carrying out electronic transactions on the application, website, and other digital platforms within the Visit Vietnam system (collectively, the "Platform").

Visit Vietnam is the owner of a direct-operating e-commerce platform, directly providing or arranging the provision of products, services, utilities, and solutions serving travel, leisure, entertainment, experience, and other lawful needs within the scope published on the Platform from time to time.

Depending on the type of product or service, Visit Vietnam may cooperate with service providers to carry out part or all of the process of providing services to the Customer. The use of a cooperating unit does not change Visit Vietnam's role as the party directly providing the service and receiving and resolving issues within the scope of responsibility it has published.

These Terms apply to every Customer who downloads, installs, accesses, registers an account, logs in, or continues to use the Platform.

For each specific product or service, in addition to these Terms, the Customer must also comply with the transaction conditions, payment policy, refund/cancellation/exchange policy, personal data protection policy, and other specific policies published by Visit Vietnam at the time of the transaction.

A Customer's downloading of the application, accessing the Platform, registering an account, or continuing to use any function of the Platform is deemed to mean that the Customer has read, understood, and agreed to comply with these Terms together with the related policies lawfully published on the Platform.

2. Basis for compliance and principles of application

These Terms are built on the principles of ensuring information transparency, protecting consumers' rights, ensuring the safety of electronic transactions, protecting personal data, protecting intellectual property rights, and complying with the Vietnamese law currently in force applicable to digital applications/platforms, e-commerce, electronic transactions, tourism, advertising, trade promotion, and related fields.

The applicable legal grounds referenced include: the 2023 Law on Protection of Consumers' Rights; the 2023 Law on Electronic Transactions; the Law on Personal Data Protection No. 91/2025/QH15; Decree 13/2023/ND-CP on personal data protection, for as long as it remains in effect; the 2025 Law on E-Commerce; Decree 248/2026/ND-CP detailing certain articles of the Law on E-Commerce; the Law on Cyberinformation Security; the Law on Intellectual Property; the Law on Tourism; the Law on Advertising; Decree 81/2018/ND-CP on trade promotion; and other related legal documents in effect from time to time.

Where a legal document is amended, supplemented, or replaced, the legal provisions in effect at the time of application shall prevail. Where there is a discrepancy between these Terms and the specific conditions of a particular feature, product, service, or program validly published on the Platform, the specific conditions shall prevail as to that particular content, provided they do not contravene mandatory legal provisions.

3. Definitions

3.1. "Visit Vietnam" or "We" means the enterprise that owns, manages, and operates the Platform, and that also directly provides the products and services on the Platform.

3.2. "Customer" or "User" means any individual or organization that downloads, installs, opens, accesses, registers an account, or uses the content, utilities, or services on the Platform.

3.3. "Platform" means the mobile application, website, portal, online system, account, notification channel, or other digital products bearing the Visit Vietnam brand, as published from time to time.

3.4. "Service Provider Partner" means an organization or individual selected by Visit Vietnam to jointly perform part or all of a service under a cooperation agreement with Visit Vietnam. A Service Provider Partner is not an independent seller on the Platform.

3.5. "Account" means a user account on the Platform, created via a phone number, email address, social network account, electronic identification, or other registration/verification method accepted by Visit Vietnam.

3.6. "Content" includes text, images, video, audio, data, maps, ratings, comments, location information, articles, communication materials, itinerary suggestions, and other data displayed on the Platform.

3.7. "Utilities" means the features that support users, such as search, saving locations, maps, itinerary suggestions, check-in, QR code scanning, receiving offers, notifications, personal account, interaction history, and other functions provided by Visit Vietnam from time to time.

3.8. "Personal Data" has the meaning given under Vietnamese law on personal data protection, including basic personal data, sensitive personal data (if any), and other information that can identify or be associated with a specific individual.

3.9. "Specific Conditions" means the separate regulations, conditions, instructions, policies, or notices applicable to each feature, product, service, promotional program, voucher, booking, payment, or transaction published on the Platform.

3.10. "Transaction" means a Customer's booking of a service, purchase of tickets, room booking, purchase or use of a voucher, reservation, holding of a spot, payment, receipt of a service confirmation, request for a refund/cancellation/exchange, or performance of any other action that may give rise to rights and obligations between the Customer and Visit Vietnam.

3.11. "Service Booking/Booking/Reservation" means a Customer's request to purchase, book, hold, confirm, or use a product/service displayed on the Platform.

3.12. "Payment" means the Customer's fulfillment of the payment obligation for a transaction via card, bank account, e-wallet, QR code, bank transfer, payment gateway, payment intermediary organization, or other method published by the Platform.

3.13. "Transaction Confirmation" means a booking code, e-ticket, e-voucher, QR code, email, message, in-account notification, electronic document, or other electronic data recording the Customer's transaction.

3.14. "Payment Unit" means a bank, card-issuing organization, e-wallet, payment gateway, payment intermediary organization, or other unit permitted to take part in processing payment transactions in accordance with the law.

3.15. "Consent/Electronic Consent" means a Customer's clear act of confirmation via a checkbox, confirmation button, OTP, service-booking action, payment action, electronic signature, or other electronic method recorded by the Platform, confirming that the Customer has read, understood, and agreed to the corresponding condition, policy, or notice.

4. Information published on the Platform

Visit Vietnam strives to publish information on the Platform in a clear, accessible manner suited to users' purposes and to applicable law. Information may include destination introductions, addresses, operating hours, product/service information, images, experience suggestions, promotional programs, conditions of use, and other related information.

Some information on the Platform may be edited or compiled by Visit Vietnam from public/official sources, contributed by users, or updated from other lawful sources. Visit Vietnam has the right to check, correct, request supplementation, temporarily hide, remove, or update information upon discovering content that is inaccurate, inappropriate, in violation of regulations, or likely to mislead users.

Customers are responsible for carefully reading the information, applicable conditions, and related notices before using a utility, receiving an offer, or entering into a transaction. For information that may change in real time, such as opening hours, availability, prices, operating policies, conditions of use, or offers, Customers should check again at the time of using the service or contact the published support channel.

II. ACCOUNTS, ACCEPTANCE OF TERMS, AND APPLICATION USE RULES

1. Publication and confirmation of the Terms

Where a Customer downloads the application from the App Store, Google Play, or a third-party app store, the download may be subject to additional terms of use of that app store. Visit Vietnam publishes these Terms and the Personal Data Protection Policy/Notice via links on the app store, website, landing page, or other official channels, to the extent feasible.

When a Customer opens the application for the first time, registers an account, logs in, or uses certain important features, Visit Vietnam may require the Customer to confirm that they have read, understood, and agreed to these Terms and the Personal Data Protection Policy/Notice. Such confirmation may be made via a checkbox, confirmation button, OTP, login, continued use of the application, or other electronic method recorded by the system.

Visit Vietnam may record the time of confirmation, the version of the Terms, the version of the Personal Data Protection Policy/Notice, the account, device, IP address, application version, or other technical information necessary to prove consent, protect users' rights, ensure system safety, handle complaints, and comply with the law.

2. User accounts

Customers may need to create an account to use certain features of the Platform. When registering an account, the Customer undertakes to provide truthful, accurate, complete, and up-to-date information and is responsible for the information they provide.

Customers are responsible for keeping their account information, password, OTP, verification code, login device, and related identifying information confidential. Any activity arising from a Customer's account is deemed to have been carried out by, or with the permission of, that Customer, except where the Customer can prove that the account was accessed without authorization through no fault of their own and that they promptly notified Visit Vietnam.

Customers must not lease, transfer, sell, share, or use another person's account, or create multiple accounts, for the purpose of fraud, abusing offers, disrupting the system, or violating these Terms. Visit Vietnam has the right to require verification, or to suspend, restrict, or terminate an account, where there are reasonable grounds to believe the account is in violation of the regulations or poses a risk to safety, fraud, or impersonation.

3. Rights and obligations of the Customer

Customers have the following basic rights:

• To use the Platform for its intended purpose, within the published functional scope and Terms;
• To access the information, content, utilities, promotional programs, or services provided by Visit Vietnam from time to time;
• To request support and send feedback, complaints, or requests for protection of lawful rights and interests through official support channels;
• To exercise the rights of a personal data subject in accordance with the Personal Data Protection Policy/Notice and applicable law;
• Other rights as provided by law and as published by Visit Vietnam.

Customers have the following basic obligations:

• To read, understand, and comply with these Terms, the Personal Data Protection Policy/Notice, and the specific conditions applicable to each feature/service;
• To provide accurate information, not to falsify their identity, and not to use another person's information without authorization;
• Not to engage in fraud, abuse of offers, interference with the system, distribution of malicious code, unauthorized data collection, disruptive or offensive conduct, posting of unlawful content, or conduct affecting the rights and interests of Visit Vietnam or other users;
• To keep the account, device, OTP, and authentication information secure, and to promptly notify Visit Vietnam upon detecting any sign of unauthorized access or a security risk;
• To be responsible for any content, information, review, image, comment, or data that they provide, post, or send via the Platform.

4. Rights and obligations of Visit Vietnam

4.1. Rights of Visit Vietnam

• To issue, publish, and implement the operating conditions and transaction conditions on the platform in accordance with the law.
• To collect service fees in accordance with its published pricing policy.
• To post, update, and edit information on goods/services, selling prices, promotional programs, and applicable policies on the platform.
• To refuse to confirm, or to cancel, a service in the following cases:

• The Customer provides inaccurate or incomplete information;
• The customer cannot be reached to confirm the order;
• There are grounds to determine that the transaction shows signs of fraud, impersonation, or violation of the law;
• Goods are out of stock, the business has ceased operating, or a force majeure event affecting the fulfillment of the order has occurred.

• To request customers to provide the information necessary to confirm service orders, process payments, and resolve complaints.
• The right to operate, manage, upgrade, change, add to, suspend, or terminate part or all of the Platform's features to suit its product direction, technical requirements, system safety, legal requirements, or operational needs from time to time.
• The right to check, verify, edit, correct, refuse, temporarily hide, or remove content, or to restrict an account/feature, upon discovering content or conduct that violates these Terms, infringes the rights of a third party, shows signs of fraud, impersonation, or confusion, affects system safety, or is inconsistent with the Platform's direction.
• To own and protect all content, images, designs, trademarks, logos, data, and other intellectual property objects on the platform in accordance with the law. Any unauthorized copying, use, or exploitation is strictly prohibited without the platform owner's prior written consent.

4.2. Obligations of Visit Vietnam

• To fully and accurately disclose information on goods, services, selling prices, promotional programs (if any), payment methods, delivery, returns/exchanges, warranty, and other transaction conditions before the customer books a service.
• To establish and publish the process for placing orders, confirming orders, making payments, cancelling services, returns/exchanges, and resolving complaints, so that customers can conveniently carry out transactions.
• To ensure the platform operates safely and stably; to apply the necessary technical and management measures to ensure information safety and to protect the confidentiality of customers' information and consumers' personal data in accordance with the law.
• To provide for the cases in which a user account may be suspended, terminated, or restricted.
• To provide full, truthful, and accurate information on goods and services; to ensure the quality of goods and services in accordance with what has been published.
• To fully perform its obligations regarding delivery, warranty, exchange/return, and refunds as agreed with the customer and in accordance with the law.
• Not to trade in goods or services in industries or trades in which investment and business are prohibited; not to trade in counterfeit goods, smuggled goods, goods infringing intellectual property rights, or other goods or services prohibited by law.
• To provide valid invoices and documents (if any) in accordance with the law.
• To receive, process, and promptly resolve customers' requests, feedback, and complaints on the principle of openness and transparency.
• To fully perform its tax obligations and other financial obligations in accordance with the law.
• To monitor and prevent conduct that takes advantage of the platform to violate the law; and to cooperate with and provide information and documents at the request of competent state authorities in accordance with the law.
• To apply the necessary measures to ensure the security of information relating to users' business secrets and consumers' personal information.
• To fulfil financial obligations to the State; to protect buyers' data; to protect consumers' information; and to cooperate with the platform owner and competent state authorities in handling violations of the law.

5. Application use rules

Customers must not engage in the following conduct:

• Using the Platform for an unlawful purpose, or infringing the lawful rights and interests of Visit Vietnam, Sun Group, other users, or third parties;
• Interfering with, sabotaging, attacking, scanning, or exploiting vulnerabilities in, circumventing security measures of, using unauthorized bots/crawlers/scrapers on, or gaining unauthorized access to, the system;
• Impersonating an identity, using false information, impersonating another organization/individual, or creating virtual accounts to abuse features/offers;
• Posting, transmitting, or sharing false content, content offensive to honor/reputation, content violating traditional customs and practices, or content infringing intellectual property rights, personal data, or the privacy of others;
• Copying, commercially exploiting, reusing, distributing, or creating derivative products from the content, data, interface, source code, or assets of the Platform without valid approval;
• Engaging in any other conduct that Visit Vietnam has reasonable grounds to believe may cause damage or risk, disrupt operations, distort data, or affect the user experience.

III. INFORMATION, CONTENT, UTILITIES, AND PERSONAL DATA

1. Information, content, and services on the Platform

The Platform may display information about destinations, locations, events, experiences, travel products/services, Merchants/service partners, articles, images, video, maps, itinerary suggestions, ratings, offers, and other content for the purpose of reference, discovery, and support of the Customer's travel journey.

The fact that a Merchant/service partner or location is displayed on the Platform, or is tagged with a rating, classification, or recommendation label/icon, does not mean that Visit Vietnam absolutely guarantees the quality, safety, availability, price, conditions of supply, or any other aspect of the operation of that Merchant/service partner. Visit Vietnam makes reasonable efforts to build mechanisms to check, verify, and update information, but the Customer still needs to check the specific conditions of use for themselves at the time of using the service.

Where a Customer interacts with, books, purchases, pays for, or uses a product/service provided by a Merchant/service partner, the relationship for the provision of that product/service may arise directly between the Customer and the Merchant/service partner outside the platform, and Visit Vietnam shall not be liable, except where Visit Vietnam is determined to be the provider or to be directly liable under the specific transaction model.

2. Utility features, check-in, QR codes, and offers

When using features such as maps, location suggestions, saved itineraries, check-in, QR code scanning, receiving offers, vouchers, discount codes, accumulating benefits, or other utilities on the Platform, the Customer agrees to comply with the usage instructions, applicable conditions, term, scope, eligible subjects, and limits published by Visit Vietnam or the relevant partner from time to time.

Certain features may need to record information about the account, device, time of use, location, QR code, offer code, usage status, or related technical data, in order to authenticate the use of the feature, provide the offer, prevent fraud, improve service quality, and ensure system safety. The processing of personal data, including location data if permitted by the Customer, is carried out in accordance with Visit Vietnam's Personal Data Protection Policy/Notice.

Visit Vietnam has the right to refuse to record, to revoke an offer, to cancel a code/voucher, to temporarily lock an account, or to apply another appropriate measure, upon discovering, or having reasonable grounds to believe, that the Customer has used false information, spoofed their location, scanned an invalid code, abused an offer, created multiple accounts, transferred a benefit without authorization, or engaged in fraud/violated these Terms.

3. Policy on the method of service provision

Visit Vietnam operates functions for service/booking, receiving vouchers, purchasing tickets, booking rooms, online payment, and other electronic transactions on the Platform. When carrying out a transaction, the Customer is responsible for complying with these Terms, the Personal Data Protection Policy/Notice, the specific conditions of each product/service, the transaction policy, the payment policy, the refund/cancellation/exchange policy, and the notices displayed at each step of the transaction.

3.1. Regulations on devices and the number of devices used

Device used: The Customer uses the service via an electronic device capable of accessing the Visit Vietnam application and meeting the technical requirements published from time to time. Where a service has specific requirements regarding operating system, software version, browser, Internet connection, or supporting device, these requirements are stated in the service's information.

Number of devices: Unless the specific conditions of a service provide otherwise, the Customer may use the service on an electronic device that is lawfully under their own management and use. Where a service limits the number of devices that may be used simultaneously, this limit is published before the Customer registers for or uses the service.

3.2. Principle of disclosing information before a transaction

Before the Customer confirms a service booking or payment, the Platform will display or provide the Customer with the information necessary depending on the particular product/service, including but not limited to: the product/service name, the Service Provider Partner, the location of use, the date/time of use, the number of guests, the service class, the price, taxes, fees, surcharges, the total amount payable, the payment method, the payment deadline, the conditions of use, the refund/cancellation/exchange conditions, the no-show conditions, the conditions for using a voucher/QR code, the policy of the Service Provider Partner, and other applicable restrictions.

The Customer is responsible for carefully reading, checking, and taking responsibility for the accuracy of the information they provide before confirming a transaction. If the Customer continues with the action "Book Service", "Confirm", "Pay", "Book and Pay", or an equivalent action, this is deemed to mean that the Customer has reviewed the transaction information and agrees to send the transaction request in accordance with the information displayed.

Where a cooperating unit is involved in performing the service, Visit Vietnam remains the Customer's point of contact for the transaction and is responsible within the scope it has published.

3.3. Confirmation of transaction conditions before booking a service

At the service-booking step, Visit Vietnam may require the Customer to separately confirm that they have read, understood, and agreed to the transaction conditions, the product/service conditions, the policy of the Service Provider Partner, the refund/cancellation/exchange conditions, the conditions for using a voucher/QR code, the no-show policy, and other related content published at the time of booking the service.

The Customer's confirmation may be made via one or more electronic methods, including but not limited to: checking a confirmation box, pressing a confirmation button, entering an OTP, authenticating via the account, authenticating via the payment method, continuing with the service-booking action, or another electronic confirmation method recorded by the system.

3.4. Service-booking process

The Customer may search for and book a service/booking through the AI Assistant provided by Visit Vietnam. The AI Assistant receives and analyzes the Customer's needs to suggest suitable products and services on the Platform. After the Customer selects a service, the system displays the necessary information for the Customer to check, add information to, and confirm the order/booking. After confirmation, the system checks the availability of the service; for a service that meets the availability conditions, the system may hold the spot for a certain period of time for the Customer to complete payment. After payment is successful, Visit Vietnam sends the Customer an e-ticket, confirmation code, or information on the use of the service/booking. The AI Assistant only has the function of supporting search, consultation, and service suggestions, and is not the party that confirms the transaction or makes decisions on the Customer's behalf.

3.5. Payment confirmation

Before the Customer is transferred to the payment gateway, payment application, bank, e-wallet, or payment intermediary organization, or before completing a payment transaction on the Platform, Visit Vietnam will display or provide the Customer with the information requiring confirmation in connection with the payment transaction, including at a minimum: the transaction information; the total amount payable; the payment method selected; the payment conditions; the refund conditions; the cancellation/exchange conditions, if applicable; information on the service provider, the party receiving payment, and the party issuing the invoice/document, if published; and other specific conditions displayed at the time of payment.

The Customer shall make payment only after having read, understood, checked, and confirmed their agreement to all the information and conditions applicable to the transaction. If the Customer checks the confirmation box, presses "Pay", "Confirm Payment", "Book and Pay", or "Continue Payment", completes OTP verification, authenticates via the bank/payment unit, or performs an action of equivalent effect, this is deemed to mean that the Customer has agreed to carry out the payment transaction in accordance with the information, conditions, and policy displayed at the time of confirmation.

In order to process the payment transaction, the Customer agrees that Visit Vietnam may process and share the necessary data with the Service Provider Partner, banks, payment gateways, e-wallets, payment intermediary organizations, fraud-prevention units, customer-care units, and other related parties, for the purposes of authenticating the transaction, processing the payment, issuing the transaction confirmation, reconciliation, inquiry handling, refunds, complaint handling, fraud prevention, and protecting the lawful rights and interests of the Customer, Visit Vietnam, and the related parties.

Any mandatory confirmation boxes at the payment step, if any, must be actively selected or confirmed by the Customer as designed by the Platform. Visit Vietnam may record the information necessary in connection with confirming the transaction, including but not limited to: the user account, transaction code, time of confirmation, version of the terms/policy, method of confirmation, payment method, device, IP address, application version, transaction status, and other technical data necessary for reconciliation, inquiry handling, complaint handling, fraud prevention, and proving that the transaction was confirmed in accordance with the law.

3.6. Payment processing and transaction confirmation

An order, service booking, or transaction is deemed complete only when Visit Vietnam, the Payment Unit, the Service Provider Partner, or another relevant competent party records the transaction as successful and/or issues a transaction confirmation in accordance with the conditions applicable to that product/service.

A transaction confirmation may take the form of a booking code, e-ticket, e-voucher, QR code, confirmation email, message, in-account notification, in-app notification, or another electronic form of confirmation issued/recorded by Visit Vietnam or a competent party.

Where a Customer has made payment but the transaction has not yet been successfully confirmed, the transaction may be recorded in a status of pending processing, pending confirmation, under inquiry, or pending refund, in accordance with the applicable policy and the results of checks carried out by Visit Vietnam, the Payment Unit, and other related parties.

Depending on the transaction model published from time to time, the service provider, the party receiving payment, the party issuing the invoice/document, and the party responsible for performing the service may be Visit Vietnam or a unit within the Sun Group ecosystem. Specific information will be published on the Platform, at the transaction step, or in the specific conditions of the product/service.

3.7. Erroneous transactions, duplicate payments, and transactions suspected of fraud

Visit Vietnam has the right to refuse, suspend, cancel, request further verification of, or move to inquiry status, a transaction where there are reasonable grounds to believe that it shows signs of fraud, impersonation, or invalid payment, involves unauthorized use of an account/card/payment method, involves inaccurate information, violates the applicable conditions, is affected by a technical error, or poses a risk to the rights and interests of the Customer, Visit Vietnam, or a third party.

Where a Customer has been charged but has not received a transaction confirmation, or suspects a duplicate payment, an incorrect payment amount, or another transaction error, the Customer should contact Visit Vietnam's official support channel and provide the information necessary for the inquiry, including but not limited to: full name, registered account/phone number/email, transaction code, time of the transaction, amount paid, payment method, payment document, screenshot of the transaction, or related documents, if any.

The handling of erroneous transactions, duplicate payments, transactions suspected of fraud, or inquiry requests depends on the results of checks carried out by Visit Vietnam, the Payment Unit, banks, e-wallets, payment intermediary organizations, and other related parties. Where a transaction is eligible for a refund, the refund will be made in accordance with the applicable policy, to the original payment method, or to another method approved by Visit Vietnam/the Payment Unit in accordance with the law.

3.8. Electronic documents, e-tickets, vouchers, and QR codes

Booking codes, e-tickets, e-vouchers, QR codes, confirmation emails, messages, in-account notifications, in-app notifications, payment confirmations, and other electronic data issued or recorded via the Platform have the value of confirming a transaction, a right to use a service, or a transaction-processing status, in accordance with the conditions applicable to each product/service.

Customers are responsible for keeping their transaction information, booking code, e-ticket, voucher, QR code, payment information, and related authentication information confidential. Visit Vietnam has the right to refuse support, or shall not be liable to the extent permitted by law, if a booking code, e-ticket, voucher, QR code, or transaction information is used by another person due to the Customer's failure to keep such information confidential.

3.9. Conditions and restrictions on the provision of services

The provision of products and services on the Platform may be subject to one or more of the following conditions and restrictions, which are specifically published for each product/service:

1. limits on the time of provision (time slot, day of the week, or seasonal);
2. limits on the geographic scope in which the service is provided or used;
3. restrictions on eligible customers (age, area of residence, health conditions, if any);
4. limits on the maximum/minimum number of bookings per transaction or per customer;
5. cases in which a service may be temporarily suspended or interrupted for technical, maintenance, or force majeure reasons.

4. Payment policy

Visit Vietnam applies the payment methods published from time to time, including payment via card, bank account, QR code, e-wallet, payment gateway, payment intermediary organization, or other lawful method. At the payment step, the Platform clearly displays the payment method, the amount payable, and the applicable conditions for the Customer to choose from.

Payment processing is carried out through an appropriate payment/intermediary payment unit. Visit Vietnam processes only the data necessary to confirm, reconcile, investigate, refund, and prevent fraud in accordance with the law and its personal data protection policy.

Where a transaction is eligible for a refund due to cancellation/termination of a service, Visit Vietnam will make the refund to the original payment method or another method agreed between the Customer and Visit Vietnam, consistent with the technical capability of the Payment Unit and the law. The refund period is within 07-15 working days from the date of the notice of acceptance (the actual time the funds are received may depend on the bank/payment intermediary organization).

5. Pricing policy

The prices of goods and services displayed on the Platform are shown in Vietnamese dong (VND), and clearly indicate whether or not value-added tax, service fees, delivery fees (if any), and other costs relating to the use of the service are included.

6. Refunds/cancellations/exchanges and refunds

6.1. Rules on refunds/cancellations/exchanges

Refunds, cancellations, exchanges, adjustments to a transaction, refunds, or the retention of a service's value are carried out in accordance with the specific conditions of each product/service, the policy of Visit Vietnam published at the time of booking the service, and the law.

Certain products/services may be subject to no-refund, no-cancellation, no-exchange conditions, or may incur cancellation fees, exchange fees, no-show fees, processing fees, bank fees, payment-gateway fees, payment-intermediary fees, or other costs, provided that these conditions, fees, or restrictions were validly published at the time the Customer confirmed the transaction.

The Customer is responsible for carefully reading the refund/cancellation/exchange conditions before confirming a transaction or making a payment. If the Customer checks the confirmation box, presses the button to continue the transaction/payment, or performs an equivalent confirmation action, this is deemed to mean that the Customer has read, understood, and agreed to the refund/cancellation/exchange conditions applicable to that transaction.

The specific cases of service refund/cancellation/exchange are set out as follows:

1. Fault of Visit Vietnam or a Service Provider Partner to Visit Vietnam: the service is cancelled, not provided, or cannot be confirmed due to the fault of Visit Vietnam/a Service Provider Partner to Visit Vietnam (no availability after confirmation, discontinuation of operation, operational incident, etc.); the service is provided with content, quality, timing, or location that does not match what was published or confirmed to the Customer; a technical error on the Platform prevents the Customer from using a valid booking code/e-ticket/voucher; or the transaction is duplicated, over-charged, or affected by a payment system error. In such cases, the Customer will receive a 100% refund of the amount paid, with no processing fee deducted, or may exchange for another service of equivalent value at their choice, unless the parties agree otherwise.
2. The Customer proactively requests a cancellation/exchange: if the request is sent within the free cancellation/exchange period (if applicable to the product/service) published at the time the service was booked, the Customer will receive a refund/exchange at no charge; if the request is sent after that period, the Customer may be charged a cancellation fee, exchange fee, or no-show fee based on a percentage of the service value or a fixed fee as published. Certain products/services apply a no-refund, no-cancellation, no-exchange policy, and this condition is clearly published before the Customer confirms the transaction.
3. Force majeure event: natural disaster, epidemic, war, strike, a decision of a competent state authority (travel restrictions, closure of a destination, etc.), or the underlying service (flight, event, accommodation, etc.) is cancelled/postponed due to force majeure.
4. Fraud or violation of the Terms: where a transaction is found to show signs of fraud, impersonation, or violation of these Terms, Visit Vietnam has the right to cancel the transaction, refuse a refund, and take action in accordance with the law then in force.

6.2. Procedure for refunds/cancellations/exchanges of services

Step 1: Submit a request: the Customer submits a request for a refund/cancellation/exchange of a service in accordance with the support information published on the platform, together with: the service booking code/transaction code, account information, the reason for the request, and any related supporting documents (if any).

Step 2: Receipt and verification: Visit Vietnam receives and checks the validity of the request, compares it against the refund/cancellation/exchange conditions applicable to the product/service, and, if necessary, coordinates with the Service Provider Partner to verify it within 03 working days from receipt of complete and valid information.

Step 3: Notification of the result: Visit Vietnam notifies the Customer via the application or email of its acceptance or refusal of the request, together with the amount to be refunded (if any), the applicable fee (if any), or the reason for refusal.

Step 4: Refund/exchange of service: Where the request is accepted, Visit Vietnam will make the refund via the original payment method or another agreed method within 07-15 working days from the date of the notice of acceptance (the actual time the funds are received may depend on the bank/payment intermediary organization); or will carry out the exchange for another service at the Customer's choice, with the Customer paying any additional difference (if the value of the new service is higher) or receiving a refund of the difference (if lower).

7. Personal data protection

The collection, processing, use, sharing, storage, and protection of Customers' personal data are carried out in accordance with Visit Vietnam's Personal Data Protection Policy/Notice, published separately on the Platform. This Policy/Notice is an integral part of these Terms as regards content relating to personal data.

Depending on the features used by the Customer, Visit Vietnam may process groups of data such as account information, contact information, device data, login data, application usage data, location data if permitted by the Customer, service-booking data, transaction data, payment data, reconciliation/inquiry/refund data, interaction data, feedback/complaint data, and other data described in the Personal Data Protection Policy/Notice.

Where a Customer provides the personal data of a companion, a person for whom a service is booked, a person who receives an offer, or another third party, the Customer is responsible for ensuring that they have notified, and obtained the valid consent of, that person in accordance with the law, except where the law permits this without consent.

8. Promotions, offers, and customer programs

Promotional programs, offers, discount codes, vouchers, gifts, customer programs, demand-stimulation programs, or other benefits on the Platform are carried out in accordance with the specific conditions of each program and the related law.

Visit Vietnam or the partner running the program will publish the necessary information, such as the eligible subjects, the applicable period, the scope of application, the number of offers available, the level of the offer, how to receive/use it, applicable restrictions, refund/cancellation/exchange conditions (if any), and other content specific to each program.

Unless a program's conditions provide otherwise, an offer/voucher/discount code may not be converted into cash, may not be transferred without authorization, may not be used together with another program unless this is published, and may be refused if the Customer violates the applicable conditions or shows signs of fraud/abuse.

9. Intellectual property rights and use of content

All trademarks, trade names, icons, interfaces, content, images, videos, data, software, source code, designs, communication materials, and other components on the Platform are owned by Visit Vietnam, Sun Group, member units, the Service Provider, users, or a lawful licensor, as the case may be.

Customers must not modify, copy, distribute, publish, transmit, commercially exploit, create derivative products from, bulk-extract data from, or otherwise use any content on the Platform in a manner contrary to these Terms or the law, or without the valid consent of the rights holder.

Where a Customer posts, sends, or otherwise provides content to the Platform, the Customer undertakes that they hold full lawful rights to that content and permits Visit Vietnam to use, store, display, technically edit, transmit, or process the content to the extent necessary to operate the Platform, provide services, handle feedback/complaints, communicate about the Platform, or comply with the law, unless otherwise agreed.

IV. SUSPENSION, LIMITATION OF LIABILITY, COMPLAINTS, AND IMPLEMENTING PROVISIONS

1. Suspension, restriction, or termination of the right to use

Visit Vietnam has the right to suspend, restrict, lock, or terminate access, or to delete the account/content of a Customer, where there are reasonable grounds to believe that the Customer has violated these Terms, violated the law, infringed the rights of a third party, created a risk to system safety, committed fraud, abused an offer, provided false information, or engaged in conduct that negatively affects the Platform or other users.

Depending on the nature, severity, and remediability of the violation, Visit Vietnam may issue a notice, request an explanation, request additional information or verification, temporarily lock a feature, revoke an offer, cancel a transaction, remove content, or apply another appropriate measure to the extent permitted by law.

2. Limitation of liability

Visit Vietnam makes reasonable efforts to keep the Platform operating in a stable, safe, and convenient manner and to provide useful information to Customers. However, to the extent permitted by law, Visit Vietnam does not guarantee that the Platform will always operate continuously, without interruption, and error-free, or that it will be unaffected by technical incidents, connectivity, devices, app stores, internet service providers, third parties, or events beyond its reasonable control.

To the extent permitted by law, Visit Vietnam shall not be liable for damage arising from a Customer providing incorrect information, failing to keep their account/OTP/device secure, using the Platform for the wrong purpose or failing to carefully read the applicable conditions, violating these Terms, or using Visit Vietnam's products/services other than in accordance with the published instructions/conditions.

3. Force majeure events and incidents beyond reasonable control

Visit Vietnam shall not be liable for any delay, interruption, or failure to perform part or all of its obligations due to a force majeure event or an event beyond its reasonable control, including but not limited to: natural disaster, epidemic, war, terrorism, strike, riot, a change in legal policy, a requirement of a state authority, a power, network, or telecommunications-system incident, a cyberattack, or a fault of an app store, bank, payment gateway, technical partner, or third-party service provider.

4. Complaints, feedback, and support

Customers may send requests for support, feedback, complaints, or requests to resolve an issue through the official channels published by Visit Vietnam on the Platform, including the in-app support section, email, hotline, online form, or other contact channel from time to time.

When sending a request, the Customer needs to provide the information necessary for Visit Vietnam to check and process it, including full name, registered account/phone number/email, the content of the request, when it arose, related images/documents, if any, and other information as instructed.

Visit Vietnam will receive and process the Customer's request within a reasonable time but not exceeding 07 working days from the date the complaint is received. Where additional time is needed, Visit Vietnam has the right to extend this once, for a maximum of 07 further working days. Where a request relates to a Service Provider Partner, a bank, a payment gateway, an app store, or another third party, the processing time may depend on verification and responses from the related parties.

5. Updating the Terms

Visit Vietnam may amend, supplement, or update these Terms from time to time to reflect changes in the law, its operating model, products, services, technology, risk-management requirements, or the direction of the Platform's development.

The updated version will be published on the application, website, landing page, or Visit Vietnam's other official information channel. Where required by law or where Visit Vietnam considers it necessary, the Customer may be required to reconfirm the Terms before continuing to use the Platform or certain features.

A Customer's continued use of the Platform after the Terms have been updated and published is deemed to mean that the Customer has read, understood, and agreed to the updated content, except where the law requires a separate form of consent.

6. Governing law and dispute resolution

These Terms are governed by and construed in accordance with the law of Vietnam.

Any dispute, complaint, or disagreement arising in connection with the use of the Platform, these Terms, or related content shall first be resolved by the parties through negotiation, conciliation, and good-faith cooperation. Where the dispute cannot be resolved through negotiation, it shall be resolved at a competent Court in accordance with the law of Vietnam, unless the law otherwise requires or the parties otherwise validly agree.