iGuide logo

IGUIDE.AI TERMS AND CONDITIONS

Updated on September 1, 2024

1) ABOUT US AND HOW TO CONTACT US

iGuide.ai (hereinafter referred to as “We” or “Our”) is a website operated by iGuide Joint Stock Company, located at: No. 90, Lane 89 Tu Lien, Group 6, Tu Lien Ward, Tay Ho District, Hanoi City, Vietnam with tax code in Vietnam is 0110496856. We are an information website and an e-commerce website providing services to support the travel process in Vietnam.

To contact Us, please email or call our customer care team (via the email address and helpline number on “contact us” ) or use the online support service on the website.

2) GENERAL TERMS

Our website provides you with comprehensive information about Vietnam including information about geography, culture, tourism, people (hereinafter referred to as “Tourism products”),... providing support services before, during and after the travel journey, and the settlement process in Vietnam such as legal support services (hereinafter referred to as “Support Services”) provided by third party providers (hereinafter referred to as “Supplier”). We also provide Support Services to customers who book services on our website. The terms referred to in this document are intended to apply to such services booked on our website.

When you use our Support Services, your request may also be subject to the legal terms and conditions of the relevant government authority or supplier (e.g. government authority visa terms and conditions), which you should read. This is important as they form a separate legal agreement between you and the relevant Supplier. Please refer to the Support Services, Travel Products sections below for further details. If there is any conflict between the Supplier's terms and conditions and the terms in this document, the terms in this document shall prevail.

Each Support Service, Travel Product has its own terms and conditions (such as cancellation and change rights), those separate terms and conditions become part of the terms in this document and will be provided to you during the booking process of Support Service, Travel Product, please read carefully before booking the service, product (hereinafter referred to as ordering).

These terms also set out the rules for using our website, including content standards that will apply when you post content to the website, link to the website or interact with the website in any other way.

By using our website and/or completing a booking with us, you confirm that you accept and agree to abide by the terms and conditions contained herein and any relevant Supplier terms and conditions. You should read these terms carefully (especially the liability section in Section 7) and print a copy for future reference. If you do not understand any of these terms, please contact us using the contact information in Section 1. If you do not agree to these terms, please do not use our website or complete a booking with us.

You must ensure that you have full capacity to form a legally binding contract (including being of the minimum legal age required in your country) and that you will only use Our website to make lawful orders for services.

If you are placing an order for more than one individual, the nominee or first person you name will be responsible for (i) providing accurate information about the remaining individuals, (ii) accepting and ensuring that they comply with these terms on their behalf, (iii) checking the details in the order confirmation and immediately contacting us if any details are incorrect, and (iv) paying the full price of the product and any additional charges incurred.

During our operations, We may amend these terms and conditions and will publish on the public website the updated, adjusted, changed content for you. We will clearly state the date of the last update at the beginning of the terms in this document and any amendments will be effective from the date of publication. Please check these terms and conditions before using Our website or completing a service order with us to ensure you understand the terms applicable at that time.

References to this website shall include references to the content of this website on derivative sites, including but not limited to Our linked websites and applications, and such references shall not be limited by the means by which you access it whether you access it by mobile phone, tablet or other device.

3) RULES FOR USING OUR WEBSITE

WE MAY CHANGE OUR WEBSITE

In the course of our operations, we may update and change the website to reflect changes to our services, user needs and business priorities. We will endeavour to provide you with reasonable notice of all such changes in a manner that is easy to understand and clear.

WE MAY SUSPEND PROVIDING OR WITHDRAW OUR WEBSITE

Our website is provided free of charge.

We do not guarantee that our website or any content on it will always be available and/or uninterrupted. We may suspend, withdraw or restrict the availability of all or any part of our website for business and operational reasons, in which case we will endeavour to give you reasonable notice.

The provision of our website is dependent on internet connectivity and equipment. You fully understand and agree that we will not be liable for any loss to you due to the unavailability of our website due to events, circumstances or causes beyond our reasonable control, including but not limited to internet, system or equipment instability, computer viruses and hacker attacks.

You are responsible for providing the necessary equipment (including but not limited to a suitable device and internet connection) and ensuring that all persons who access our website through your internet connection are aware of and comply with these terms and other applicable terms and conditions.

YOUR ACCOUNT INFORMATION

You must ensure that all account information provided by you is true, accurate, current and complete.

If you choose, or are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. You fully understand and agree that we will not be liable for any loss that you may incur as a result of your failure to treat such information as confidential.

If We, in Our reasonable opinion, believe that You have failed to comply with any of these Terms, We have the right to disable any user identification code or password, whether chosen by You or allocated by Us, at any time.

If you know or suspect that someone other than you knows your user identification code or password, you must immediately notify Us using the contact details in Section 1 of these terms. In this situation, if you have saved payment method information to your account, you will also need to contact your payment account provider to mitigate any risk of loss.

HOW YOU USE MATERIALS ON OUR WEBSITE

We are the owner or licensee of all patents, copyrights, trade marks, business names and domain names, design rights, computer software rights, database rights and all other intellectual property rights in all cases whether registered or notified on our website or not. All such rights are reserved.

You may print off copies, and download extracts, of any page(s) from the website for your personal use and may draw the attention of others to material posted on our website.

You must not modify the paper documents or digital copies of any materials you have printed off or downloaded, and you must not use any illustrations, photographs, video or audio sequences or graphics separately from any accompanying text.

Our authorship (and that of any identified contributors) of the content on Our website must always be acknowledged.

You may not use any content on the website for commercial purposes without obtaining a license from us or our licensors.

If you print off, copy or download any part of our website in breach of these terms, your right to use our website will cease immediately and we may require you to return or destroy any copies of the materials you have made.

WE ARE NOT RESPONSIBLE FOR THE WEBSITES WE LINK TO

Where our website contains links to other sites and resources provided by third parties, such links are provided for your information only. The provision of such links does not imply that we have endorsed those websites or the information you may obtain from them.

We do not control the content of those websites or resources.

WE DO NOT APPROVE USER CONTRIBUTED CONTENT

This website may include information and materials uploaded by other users, including discussion forums, news articles and service reviews. Such information and materials have not been verified or approved by us. The views expressed by other users on our website do not represent our views or values. We are not liable for any loss or damage arising from your use of any interactive area in contravention of our content standards as set out below.

If you have a complaint about information and materials uploaded by other users, please contact us using the contact information in Section 1 of these terms.

PROHIBITED USES

You may only use Our website for lawful purposes. You may not use Our website to:

  • Violate any applicable local, national or international laws or regulations in any form.
  • Engage in any illegal or fraudulent activity, or have any illegal or fraudulent purpose or effect.
  • Intending to harm or attempt to harm minors in any way.
  • Send, knowingly receive, upload, download, use or re-use any material that does not comply with our content standards as set out below.
  • Transmit or attempt to send any unsolicited or unauthorized advertising or promotional material or any other form of similar solicitation (spam).
  • Intentionally transmit, send or upload any material that contains viruses, trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or computer code designed to adversely affect the operation of any computer software or hardware.

You also agree to:

  • Do not reproduce, duplicate, copy or resell any part of our website in any manner contrary to the terms of this document.
  • Do not access without authority, interfere with, damage or disrupt:
    • any part of our website;
    • any equipment or network used to host our website;
    • any software used in the provision of our website; or
    • any equipment, network or software owned or used by any third party.
  • Do not interfere or attempt to interfere with the normal operation of the website or any activities conducted on our website.
  • Do not take any action that may cause an unusual increase in the website's network traffic.

CONTENT STANDARDS

These content standards will apply to any and all material you contribute to Our website (hereinafter referred to as “Contribution content”).

Content standards must be followed in both spirit and letter. These standards apply to each piece of Contribution as well as to all Contributions.

We will decide whether the Contribution violates our content standards.

Contribution content standards:

  • Relevant to your own travel (accommodation, restaurants, airlines, transportation, locations or general travel experience…).
  • Precise (when talking about things, events, etc.).
  • Considered authentic (when expressing an opinion).
  • Comply with applicable laws in any country where the content is posted.

Contributions that violate the standards are:

  • Defame anyone.
  • Obscene, offensive, hateful or inflammatory.
  • Promote pornography.
  • Promote violence.
  • Promote discrimination based on race, gender, religion, nationality, disability, sexual orientation or age.
  • Infringe any copyright, database right, trademark or any other intellectual property right of another.
  • Can cause others to be deceived.
  • Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidentiality.
  • Violation of current laws and regulations on the protection of minors.
  • Promote any illegal activity.
  • Contempt of court.
  • Threaten, abuse or invade another person's privacy or cause annoyance, inconvenience or needless anxiety.
  • Likely to harass, upset, embarrass, frighten or annoy anyone else.
  • Impersonate anyone or misrepresent your identity or affiliation with anyone.
  • Create the impression that such Contribution originates from us, which is not the case.
  • Advocating, encouraging, or inciting any party to commit or assist any illegal or criminal activity, such as copyright infringement or computer misuse.
  • Contains a statement that you know or believe (or have reasonable grounds to believe) that members of the public (who have read or will read the statement) are likely to understand as a direct or indirect encouragement or otherwise solicitation to commit, prepare for, or incite to commit an act of terrorism.
  • Contains any advertisements or promotions of any services or links to other websites.
  • Endangering national security or leaking government secrets.

We are under no obligation to post your contributions and have sole discretion in deciding which contributions are published on our website.

THE RIGHTS YOU GRANTE US TO USE THE MATERIALS YOU UPLOAD

When you post content to our website, you grant us a perpetual, worldwide, non-exclusive, royalty-free, transferable license to use, reproduce, distribute, prepare derivative works from, and display that content in connection with the services provided by our website and in various media, including using that content to promote our website and/or services. You also grant us the right to bring legal action against any infringement of your or our rights in such content. To the extent permitted, you expressly waive any and all moral rights (including rights of attribution or integrity) that may exist in your content and agree that you have no objection to our publishing, using, modifying, deleting, or otherwise exploiting your content.

If you believe that any content on our website infringes your intellectual property rights, please contact us using the contact information in Section 1 of these terms.

WE ARE NOT RESPONSIBLE FOR VIRUSES AND YOU MAY NOT IMPORT VIRUSES TO THE WEBSITE

We do not warrant that our website will be secure or error-free or free of viruses.

You are responsible for configuring your information technology, computer programs and platform to access our website. You should use your own anti-virus software for your own security.

You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful to our website. You must not attempt to gain unauthorised access to our website, the server on which our website is stored or any server, computer or database connected to our website. You must not attack our website via any form of denial-of-service attack or distributed denial-of-service attack.

RULES FOR LINKING TO OUR WEBSITE

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to give the impression that you have received any form of association, approval or endorsement from Us where none exists.

You may not establish a link to Our website on any website that is not owned by you.

You may not embed Our website on any other website or create a link to any part of Our website other than the home page.

We reserve the right to withdraw linking permission without notice.

PREPARE PERSONAL DOCUMENTS

It is your responsibility to ensure that you have appropriate insurance and the necessary travel documents for your trip. This includes (but is not limited to) your passport/national identity card, visas and medical documents (such as proof of vaccination).

By providing Support Services or Travel Products to or within a particular destination, we do not provide advice or represent that you can travel to and/or around that destination without risk. It is your responsibility to make yourself aware of any warnings or restrictions relating to travel to the destination you are visiting, both before you book your service and before you depart.

It is your responsibility to ensure that you have all necessary vaccinations for your travel and to follow any medical advice you have received.

SERVICE GUARANTEE

Please visit our services page for information about our service guarantee.

Where your order falls outside the scope of our provision, you are also subject to the relevant Supplier’s terms and conditions (e.g. where the Visa provider is a government agency). Please refer to these on the Supplier’s website. Where possible, We will provide you with a link to these terms at various stages of the enquiry, booking and payment process.

HOW WE MAY USE YOUR PERSONAL INFORMATION

We will only use your personal information as set out in our Privacy Policy.

4) LEGAL RESPONSIBILITY

OUR LIABILITY FOR LOSS OR DAMAGE INCURRED BY YOU

MUCH OF THE INFORMATION ON OUR WEBSITE IS PROVIDED BY RELATED SUPPLIERS AND/OR USERS OF THE WEBSITE WHEN THEY EVALUATE TRAVEL PRODUCTS. WE WILL USE OUR BEST EFFORTS TO ENSURE THAT THIS INFORMATION IS ACCURATE AND COMPLETE, HOWEVER, TO THE EXTENT PERMITTED BY LAW, WE WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGE YOU SUFFER AS A RESULT OF ANY INACCURACY OR INCOMPLETENESS OF THE INFORMATION.

WE MAKE NO REPRESENTATIONS, WARRANTIES OR CONDITIONS ABOUT ANY INFORMATION PROVIDED TO YOU ON OUR WEBSITE. AND ALL SUCH REPRESENTATIONS, WARRANTIES OR CONDITIONS ARE DISCLAIMED EXCEPT TO THE EXTENT SUCH DISCLAIMER IS PROHIBITED BY LAW.

TO THE EXTENT PERMITTED BY LAW, WE WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGE SUFFERED BY YOU AS A RESULT OF:

  • INCORRECT DETAILS (SUCH AS NAME, IDENTIFICATION, NATIONALITY, CONTACT DETAILS, PAYMENT DETAILS, DATE AND TIME) SUBMITTED BY YOU WHEN MAKING A BOOKING INCLUDING, BUT NOT LIMITED TO, LOSS OR DAMAGE RESULTING FROM:
    • WE ARE UNABLE TO CONTACT YOU WITH IMPORTANT INFORMATION ABOUT YOUR ORDER DUE TO THE INCORRECT CONTACT INFORMATION YOU PROVIDED.
    • YOU MAY NOT BE ABLE TO USE A TRAVEL PRODUCT (E.G., BOARD A PLANE OR TRAIN, CHECK IN A HOTEL, RENT A CAR, USE AIRPORT TRANSFER SERVICES OR USE ATTRACTION TICKETS) DUE TO THE IDENTIFICATION INFORMATION (INCLUDING NATIONALITY) YOU PROVIDED DURING THE BOOKING PROCESS DOES NOT MATCH THAT ON YOUR IDENTIFICATION DOCUMENT.
  • YOU FAIL TO OBTAIN THE CORRECT DOCUMENTATION, SUCH AS PASSPORTS, VISAS OR PROOF OF VACCINATION REQUIRED FOR YOUR TOURISM PRODUCT.
  • YOU DON'T GET PROPER INSURANCE FOR YOUR TRIP.
  • YOU MAY NOT USE A TRAVEL PRODUCT (E.G., YOU MAY NOT BE ABLE TO BOARD A PLANE OR TRAIN, CHECK IN A HOTEL, RENT A CAR, USE AN AIRPORT TRANSFER SERVICE OR USE ATTRACTION TICKETS) DUE TO:
    • YOU FAIL TO COMPLY WITH THE TERMS AND CONDITIONS OF THE RELEVANT PROVIDER.
    • YOU FAIL TO ARRIVE ON TIME OR DO NOT ALLOW ENOUGH TIME TO CHECK IN FOR YOUR AIRLINE/SHIP OR (IF APPLICABLE) GO THROUGH PASSPORT CONTROL AND SECURITY CHECKS.
    • YOUR CONDUCT IS DETERMINED AS UNACCEPTABLE BY THE RELEVANT PROVIDER.
  • IN THE EVENT THAT YOUR ITINERARY REQUIRES A CONNECTING FLIGHT OR CHANGE ON TRAIN, BUS OR FERRY AND YOU ARE UNABLE TO TAKE YOUR NEXT FLIGHT, TRAIN, BUS OR FERRY DUE TO YOUR ACT OR OMISSION.
  • YOUR DISCOUNT CARD (SUCH AS A RAIL CONVENIENCE CARD) IS NOT VALID FOR THE JOURNEY YOU HAVE SELECTED.
  • FAULTY ORDERS, INCLUDING DUPLICATE ORDERS, MADE BY YOU.
  • ANY FEES CHARGED BY YOUR ACCOUNT PROVIDER FOR INTERNATIONAL PAYMENTS, ALTERNATIVE EXCHANGE RATES USED BY YOUR ACCOUNT PROVIDER WHEN PAYING IN A DIFFERENT CURRENCY OR ANY CHANGES IN THE EXCHANGE RATES BETWEEN THE TIME OF ORDERING THE SERVICE AND THE TIME OF PAYMENT.
  • ANY DIRECT COMMUNICATIONS BETWEEN YOU AND THE RELEVANT PROVIDER.
  • STAR RATINGS OR GUEST RATINGS ARE NOT ACCURATE.
  • THE PAYMENT INFORMATION YOU PROVIDED IS WRONG, INACCURATE, OUTDATE, OR INCOMPLETE.
  • USERS OF OUR WEBSITE USE ANY INTERACTIVE AREAS IN CONTRARY TO THE CONTENT STANDARDS SET FORTH IN THESE TERMS.
  • YOU TRAVEL TO AND/OR AROUND AN AREA WHERE A TRAVEL WARNING OR TRAVEL RESTRICTION IS IN PLACE.
  • EVENTS BEYOND OUR CONTROL, INCLUDING BUT NOT LIMITED TO:
    • NATURAL DISASTER, FLOOD, DROUGHT, EARTHQUAKE OR OTHER NATURAL DISASTERS;
    • EPIDEMIC OR PANDEMIC;
    • TERRORIST ATTACK, WAR, RIOTS OR RIOT, THREATS OR PREPARATIONS FOR WAR, ARMED CONFLICT, IMPOSITION OF SANCTIONS, EMBARRASSMENTS OR BREAKS OF DIPLOMATIC RELATIONS;
    • NUCLEAR, CHEMICAL OR BIOLOGICAL CONTAMINATION OR SUPERSONIC BOOMS;
    • ANY LAW OR ACTION TAKEN BY ANY GOVERNMENT OR PUBLIC AUTHORITY; AND
    • INTERNET, SYSTEM OR EQUIPMENT INSTABILITY, COMPUTER VIRUS AND HACKER ATTACKS.

PLEASE NOTE THAT WE PROVIDE OUR WEBSITE FOR PERSONAL AND DOMESTIC USE ONLY. YOU AGREE NOT TO USE OUR WEBSITE FOR ANY COMMERCIAL OR BUSINESS PURPOSES, AND WE SHALL NOT BE LIABLE TO YOU FOR ANY LOSS OF PROFITS, LOSS OF BUSINESS, BUSINESS INTERRUPTION OR LOSS OF BUSINESS OPPORTUNITY.

IF YOU VIOLATE THESE TERMS

You are responsible for any loss we suffer as a result of your use of our website and/or booking/ticketing services not in accordance with these terms.

If you fail to comply with these terms, we may take all or any of the following actions:

  • Immediately, temporarily or permanently revoke your right to use our website and/or booking services.
  • Immediately, temporarily or permanently delete any contributions you upload to our website.
  • Send you alerts.
  • Bring legal proceedings against you to recover all costs on an indemnity basis (including but not limited to reasonable administrative and legal costs) arising out of the breach.
  • Other legal action against you.
  • Disclose information to law enforcement agencies when We feel it is necessary or required by law.

5) COMPLAINTS

If you have any questions or complaints about our website or booking services, please contact us using the contact information in Section 1 of these terms.

6) WHICH COUNTRY'S LAW APPLIES TO ANY DISPUTE?

These terms and any dispute or claim (including non-contractual disputes or claims) arising out of, or their subject matter or formation shall be governed by and construed in accordance with the laws of Vietnam, although this shall not deprive you of any mandatory consumer rights under the laws of your country of residence.

Both you and We agree that the courts of Vietnam shall have exclusive jurisdiction over any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with, the subject matter or formation of these terms, although this shall not deprive you of any mandatory right to elect to resolve any dispute or claim in the courts of the country in which you reside.

7) LANGUAGE

If the original Vietnamese version of these terms is translated into another language, in the event of a conflict with any other language version, the Vietnamese language version shall prevail.

8) GENERAL TERMS

The terms contained in this document are binding between you and Us and no one else has any right to enforce any of these terms.

If any court or relevant authority finds that part of these terms is unlawful, the remaining parts will continue in full force and effect.

Even if we delay enforcing these terms, we may still take action against you later.