iGUIDE.AI VIOLATION HANDLING REGULATIONS
I. PURPOSE AND SCOPE OF APPLICATION
A. Purpose
This regulation specifies in detail the violations, penalties, responsibilities, and obligations for remedying the consequences for parties participating in activities on the iGuide.ai e-commerce platform, with the aim of:
● Ensuring order, safety, and transparency in e-commerce activities.
● Protect the legal rights and interests of consumers, partners, and iGuide.ai.
● Enhance the legal compliance responsibility of all participating parties.
This regulation clearly defines the categories of violations, forms of penalties, and responsibilities of Buyers and Sellers (including Vietnamese citizens and foreigners) when participating in the use of services, conducting transactions, or interacting on the platform. iGuide.aiThese regulations apply uniformly to the entire iGuide.ai system, including the website, application, partner platforms, and international payment channels.
B. Application
This regulation applies to all buyers (consumers, tourists, service users) having an account or transactions on the iGuide.ai platform, including Vietnamese citizens and foreigners and the operating unit (iGuide.ai) when participating in activities on the system: Website, mobile application, API connection, or other electronic transaction channels. Owned and operated by iGuide.ai.
Anyone who makes a purchase when registering an account or making a transaction on iGuide.ai is considered a buyer. I have read, understood, and agreed. with this Regulation.
II. GENERAL PRINCIPLES
- All violations are considered based on the principle. Fair, transparent, and supported by evidence. (recording systems, electronic data, access logs, user feedback, government agencies, etc.). and provide prior notice before applying sanctions.This ensures the legitimate right of customers to provide feedback and file complaints, as well as the freedom of business and legitimate interests of sellers and the platform.
- Handling violations ensures objective, transparent, and timely and appropriate to the nature and severity of the violation. Classify sanctions according to the degree of impact on the system, partners, and other consumers.
- The violator has the right complaints, explanations in accordance with the law and these regulations.
- iGuide.ai reserves the right to apply one or more forms of processing This also includes warnings, penalties for violations, compensation, account suspension, termination of cooperation, and reporting to competent authorities. This includes the right to... Suspension, account lockout, content removal, termination of partnership. or Transfer the file to the competent authority. when signs of law violations are detected.
- The level of processing is determined based on nature, extent of the violation, consequences caused, and history of recidivism.
- The sanctions in these Regulations do not preclude iGuide.ai's right to request action. compensation for actual damages and initiate civil or criminal proceedings (if necessary)..
- iGuide.ai reserves the right to Temporarily suspend the account, refuse transactions, or refer the case to the competent authority. if there are signs of violations of Vietnamese or international law.
- For buyers and sellers who are foreign nationals, the processing will be... Applicable in accordance with current law in Vietnam.
- In the event of legal action, the parties involved shall file the lawsuit in a court in Hanoi, Vietnam.
III. GROUPS OF VIOLATIONS AND PENALTIES
A. For all users
No. | VIOLATION | DETAILED DESCRIPTION | FORMS OF PUNISHMENT / SANCTIONS |
1 | Undermining the State | Exploiting the platform to spread propaganda against the Socialist Republic of Vietnam, causing harm to security and social order. | Permanent account suspension, IP blocking, notification to regulatory authorities. |
2 | Propaganda inciting violence and depravity. | Posting violent, pornographic, obscene, superstitious, or offensive content. | Delete content, issue warnings, lock accounts, notify regulatory authorities. |
3 | Discuss and post political content. | Reporting, commenting on, or inciting sensitive political and religious issues. | First warning: account suspended for 7 days; repeat offense: permanent account suspension. |
4 | Revealing State Secrets | Disclosing information and documents classified as national secrets, military secrets, diplomatic secrets, or economic secrets. | Account permanently blocked, notification to regulatory authorities. |
5 | Advertising and trading of prohibited goods/services. | Promoting and selling products that violate the law (drugs, weapons, prohibited cultural materials, etc.) | Delete content, lock account, notify regulatory authorities. |
6 | Offensive and harassing behavior | Swearing, insulting, or harassing other users through messages or comments. | Warning, account suspended for 30 days; permanent suspension if offense is repeated. |
7 | Infringement of personal image | Using someone else's image without their consent, or using it to defame or insult them. | Remove content, issue warnings, lock accounts. |
8 | Unauthorized collection of personal data | Collecting, storing, and sharing other users' information without their permission. | Warning, account suspension, notification to regulatory authorities. |
9 | Using offensive account names | Using the names of celebrities, leaders, reactionary organizations, vulgar names, or offensive names. | Name approval will be rejected, a name change will be requested, and the account will be deleted if the user intentionally violates the rules. |
10 | Impersonating someone else | Impersonating organizations or individuals to commit fraud and illicitly profit. | Delete account, permanently ban, notify regulatory authorities. |
11 | Spreading false and slanderous information. | Posting false information or defaming organizations or individuals. | Delete content, issue warnings, lock accounts, notify regulatory authorities. |
12 | Engaging in illegal journalistic practices. | Publishing news reports, investigations, and interviews of a journalistic nature without a license. | Warning, content removal, account suspension. |
13 | Advertising is not allowed. | Unauthorized promotion of products and services, spamming with advertising messages. | Remove ads, disable posting functionality, issue warnings, or lock accounts. |
14 | Organizing betting and gambling | Use the platform for betting, gambling, and exchanging money and goods. | Permanently block the account and report it to the police. |
15 | Sharing pirated software | Distributing illegal download links, cracked software, copyrighted movies, and music. | Delete content, issue warnings, lock accounts. |
16 | Destroying the system | Obstructing or attacking servers, and illegally interfering with systems. | Account permanently blocked, notification to regulatory authorities. |
17 | Unauthorized use of passwords or data | Logging in or accessing other people's information without permission. | Warning, account suspension, notification to regulatory authorities. |
18 | Bypass firewalls, bypass security measures. | Deliberately bypassing access control or copyright systems. | Warning, permanent ban |
19 | Unauthorized copying and distribution of content. | Copying, downloading, and distributing content from the iGuide.ai platform without permission. | Warning, account suspension, notification to regulatory authorities.
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20 | Establishing an illegal business model. | Using data and content from iGuide.ai for business purposes without a contract. | Warning, account suspension, claim for damages. |
21 | Disseminating false information | Disseminating false or fabricated information to harm iGuide or its partners. | Delete content, permanently ban account. |
22 | Creating unauthorized links | Misleading links that direct users to phishing or malware websites. | Remove links, issue warnings, and lock accounts. |
23 | Spreading viruses and malware. | Creating, installing, and distributing malware and spyware. | Permanent lockout, notify the authorities.
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24 | Use system intervention tools. | Using bots, scripts, and software to interfere with and exploit system vulnerabilities. | Account lockout, device blocking, notification to regulatory authorities. |
25 | Unauthorized login | Unauthorized access to another account or the iGuide.ai system. | Account permanently blocked, notification to regulatory authorities. |
26 | Data destruction | Delete, change, or modify other people's data, comments, or content. | Account lockout, data recovery, notification to regulatory authorities. |
27 | Misuse of the platform | Use iGuide.ai to transmit information outside the scope of legitimate tourism and commerce. | Warning, restrictions on posting privileges. |
28 | Spam content | Posting duplicate content, spamming reviews and comments. | Warning, reprimand, 15-day posting ban. |
29 | Infringement of the iGuide.ai trademark. | The use of iGuide.ai's logo, images, and trademarks is not permitted. | Warning, removal request, account suspension. |
30 | Internal information sharing | Providing iGuide.ai data or business secrets to external parties. | Permanent lockout, notify the authorities. |
31 | Impersonating an administrator | They impersonated iGuide.ai staff to manipulate users. | Permanent lockout, notify the authorities. |
32 | Posting content in the wrong category. | Including content in the wrong category dilutes the information. | Remind, warn, delete post |
33 | Hate and discrimination comments | Racist, sexist, and religious language | Remove content, issue warnings, lock accounts. |
34 | causing impact on the community | Intentionally spreading rumors to cause panic among users. | Remove content, lock account. |
35 | Posting content that infringes copyright | Posting images or articles copied from other sources without citing the source. | Remind, warn, remove post |
36 | Other violations of the law | All acts prohibited by Vietnamese law in cyberspace. | Permanent account suspension, IP blocking, notification to regulatory authorities. |
B. For SELLERS / SERVICE PROVIDERS
1. Group of violations related to transactions and trade.
No. | Violation | Detailed description | Form of handling |
1 | Selling goods/services that do not match the description. | Providing misleading information about price, quality, origin, and services. | - Warning. - Remove the product - Fines of 2–20 million VND |
2 | Selling counterfeit goods, prohibited goods, or goods that violate the law. | This includes counterfeit goods, goods of unknown origin, and goods prohibited from circulation. | - Termination of cooperation - Fine of 50–100 million VND - Report to the authorities. |
3 | Arbitrarily changing prices or sales policies without posting them on the information page or after confirming the service with the user. | Causing harm and misunderstanding for consumers. | - Warning - A fine of 5 million VND. |
4 | Delivery/service not as promised. | Missing items, incorrect items, or delivery exceeding the deadline. | - Warning - Fines of 3–10 million VND - Refund the customer. |
5 | Failure to fulfill warranty/after-sales service obligations. | No response, no after-sales customer support. | - A fine of 5 million VND - The stall has been suspended. |
6 | Fraud in promotional programs | Exploiting promotions, creating fake orders, and manipulating sales. | - Fines of 10–50 million VND - Terminate the cooperation. |
7 | Off-platform trading on iGuide.ai | They intentionally divert customers off the platform to avoid fees. | - A fine of 30 million VND - Account locked. |
8 | Creating fake accounts, fraudulent reviews | Using fake accounts, buying reviews, and self-reviewing. | - Warning - A fine of 5 million VND - Remove review. |
9 | Disclaimer of responsibility in the event of a legitimate complaint. | Lack of cooperation in resolving complaints. | - A fine of 10 million VND - Suspension of operations. |
10 | Violation of payment regulations | Unauthorized requests for customers to transfer money outside the established system. | - A fine of 30 million VND - Account locked. |
2. Group of violations related to service quality and operations
No. | Violation | Describe | Form of handling |
11 | Failure to maintain the advertised service quality. | The quality has decreased compared to the initial commitment. | - Warning - A fine of 5 million VND. |
12 | Without a license or legal certification. | Lack of business license, professional certificate, safety certificate, etc. | - Temporarily suspend cooperation - A fine of 20 million VND. |
13 | Unauthorized transfer of services to a third party. | Do not notify iGuide.ai. | - A fine of 10 million VND - Suspend cooperation. |
14 | Violation of image and content display standards. | Using images in a fraudulent or unauthorized manner. | - Remove content - Warning. |
15 | Customer support within the specified timeframe is not guaranteed. | No response within the SLA timeframe included. Uptime Response time Resolution time Delivery time/service execution time
| - Warning - A fine of 5 million VND. |
16 | Intentionally canceling orders or failing to provide services after customers have paid. | No valid reason. | - A fine of 10 million VND - Customer compensation. |
17 | Misuse of iGuide.ai resources | Using the system to promote products outside the permitted scope. | - Account locked - A fine of 5 million VND. |
18 | Intentionally disrupting the operating system. | This leads to service errors and API disruptions. | - A fine of 20 million VND - Suspend cooperation. |
19 | Violation of customer service standards | Offensive and unprofessional language and behavior. | - Warning - A fine of 5 million VND. |
3. Group of violations related to security, data, and technology.
No. | Violation | Describe | Form of handling |
20 | Unauthorized collection and use of user data. | Without user consent. | - A fine of 50 million VND - Report to the authorities. |
21 | Leaking or disclosing user information. | Personal data was shared without authorization. | - A fine of 50 million VND - Terminate the cooperation. |
22 | Providing false legal registration information. | Incorrect business name, tax identification number, and address. | - Warning - A fine of 10 million VND. |
23 | Unauthorized access to the iGuide.ai system. | Attempts to exploit vulnerabilities, hack, or steal data. | - Termination of cooperation - Report to the authorities. |
24 | Using fraudulent software to manipulate data. | Incorrectly recorded metrics, views, and sales. | - A fine of 30 million VND - Account locked. |
25 | Failure to report information security incidents. | When a data leak is discovered. | - A fine of 10 million VND - Warning. |
26 | Slow or inaccurate product data updates | The data is erroneous, the price is wrong. | - Warning - A fine of 3 million VND. |
27 | Illegal use of embedded code or cookies | Unauthorized tracking attached. | - A fine of 20 million VND - Remove the API. |
28 | Failure to comply with regulations on personal data protection. | No registration or notification regarding data processing. | - A fine of 50 million VND - Suspend cooperation. |
29 | Administrator accounts are not secure. | Revealing passwords, sharing access permissions. | - Warning - Account locked. |
30 | Providing system access information to third parties. | Allow other partners to use the API/iGuide Portal. | - A fine of 50 million VND - Permanent lock. - Report to the authorities |
31 | Using bots or crawlers beyond the allowed limit. | Heavy load, causing system congestion. | - A fine of 20 million VND - API key. |
32 | Installing malware and intrusion scripts. | Intentionally injecting code that harms the platform. | - Termination of cooperation - Report to the authorities. |
4. Group of legal and administrative violations
No. | Violation | Describe | Form of handling |
33 | Lack of cooperation during government inspections. | Refusing to provide information when legally requested. | - A fine of 20 million VND - The stall has been suspended. |
34 | Deliberately concealing or falsifying legal records. | Changes to legal entity, address, or tax identification number without notification. | - Fines of 10–30 million VND. |
35 | Exploiting iGuide.ai for money laundering and tax evasion. | Illegal transaction. | - Termination of cooperation - Report to the authorities. |
5. Group of violations related to media, content, and trademarks.
No. | Violation | Describe | Form of handling |
36 | Posting false or copyrighted content. | False information, impersonation, intellectual property infringement. | - Remove content - A fine of 10 million VND. |
37 | Use uncensored AI content. | Posting automatically generated content without approval. | - Remove post - Warning. |
38 | Statements or actions that infringe on the iGuide.ai brand. | Spreading false information and making negative statements. | - A fine of 30 million VND - Terminate the cooperation. |
39 | Violation of brand partnership policy | Using the iGuide.ai logo or name is not permitted. | - A fine of 50 million VND - Revoke partner certification. |
C. For the BUYER (CUSTOMER)
1. Violation of account information and identity
No. | Violation | Detailed description | Sanctions |
1 | Providing false registration information. | Using an incorrect name, nationality, identification document, or email address. | - Issue a warning and request verification of the information. - Account temporarily locked. |
2 | Impersonation, impersonating someone else. | Impersonating other organizations or individuals to conduct transactions. | - Account permanently locked - Report to the authorities. |
3 | Sharing and buying/selling iGuide.ai accounts. | Renting, transferring, or reselling accounts to third parties. | - Account permanently locked - Disable all related transactions. |
2. Transaction and payment violations
No. | Behavior | Detailed description | Sanctions |
4 | Payment fraud | Using counterfeit cards or someone else's payment information. | - Permanent lock - Notify the payment intermediary and relevant bank. - Report to the authorities. |
5 | Refund fraud | Submitting a false refund request, exploiting system errors. | - Refund refused - Account locked - Claim for compensation. |
6 | Money laundering, profiteering from promotions. | Using fictitious transactions to legitimize cash flow or profit from vouchers. | - Report to the authorities. |
3. Violations related to service usage
No. | Behavior | Detailed description | Sanctions |
7 | Unjustified service cancellation | Repeated tour/booking cancellations without a valid reason. | - Recorded in history for trustworthiness. - Warning - Account locked |
8 | Disrupting or harassing other employees/partners/users. | Insulting, violent, threatening, sexually harassing, or discriminatory behavior. | - Permanent lock - Report it to the authorities. |
9 | Violation of community guidelines | Offensive, offensive, culturally discriminatory, sexist, religiously discriminatory, or politically motivated language; language that is hateful or personal. | - Delete content - Warning Account will be suspended for repeat offenders. |
10 | Causing property damage or disrupting services. | Damaging property or disrupting service operations. | - Compensation for damages - Refer this to the relevant authorities. |
4. Violations regarding content, reviews, and feedback.
No. | Behavior | Detailed description | Sanctions |
11 | Posting false information | Making false or fabricated reviews and comments about a service. | - Delete content - Warning. |
12 | Create fake reviews | Using multiple accounts to create and manipulate reviews. | - Account permanently locked. |
13 | Calling for boycotts or negatively impacting partners. | Organizing campaigns to spread negative reviews and misinformation. | - Termination of service access. |
14 | Intellectual property infringement | Copying images, videos, and content without permission. | - Remove content - Accounts of repeat offenders will be locked. |
5. Violations of data security and cybersecurity
No. | Behavior | Detailed description | Sanctions |
15 | Unauthorized collection of other people's information. | Using bots, AI, and tools to collect data. | - Account locked - Report to the authorities. |
16 | Disclosure and dissemination of personal data | Share information about other sellers, employees, or buyers. | - Permanent lock - Claim for damages. |
17 | System attack | Testing hacking, DDoS attacks, malware installation, or vulnerability exploitation. | - Filing a lawsuit - Report to the authorities. |
18 | Unauthorized use of APIs or technical interference. | Exploiting APIs to manipulate data or services. | - Block access - Account liquidation. |
19 | Non-compliance with international data regulations (GDPR, Decree 13/2023) | Do not accept the data policy or decline the consent request. | - Stop processing data - Warning - Repeat offenders: account will be suspended. |
6. Violations of law, morality, and social order.
No. | Behavior | Detailed description | Sanctions |
20 | Using the platform for illegal purposes. | Gambling, money laundering, trafficking in prohibited goods, illegal brokerage. | - Permanent ban - Report it to the authorities. |
21 | This damages the reputation of iGuide.ai. | Posting false or defamatory information about the platform. | - Account locked - Request for removal and compensation. |
IV. PRINCIPLES OF SANCTION APPLICATION
- Each violation is dealt with. one or more forms of sanctions, depending on the nature, extent, and consequences.
- The infringing party must Full compensation for material damage, reputational damage, and brand damage. Caused to iGuide.ai or a third party.
- iGuide.ai reserves the right to:
- iGuide.ai reserves the right to Temporarily suspend access, transactions, or collaboration. during the investigation and verification of violations.
- Suspending, locking accounts, canceling transactions, refusing refunds, or denying claims for damages, and not restricting other activities, are actions taken to protect legitimate rights and interests.
- Report the information to the relevant government agency if the behavior shows signs of violating the law.
V. MECHANISM FOR RESOLVING COMPLAINTS AND REMEDYING CONSEQUENCES
● Complaints must be submitted in writing, clearly stating the content, date, and supporting evidence.
● iGuide.ai processes within 30 - 90 working days from the date of receipt of a valid complaint.
● Decisions regarding violations are communicated in writing, archived, and publicly disclosed on the system.
VI. IMPLEMENTATION CLAUSES
- This regulation is part of inseparable belong to Regulations governing the operation of the e-commerce platform, Terms of Use, Consumer Protection Policy, and E-commerce platform operational policy. iGuide.aiThe cooperation agreement, and other documents are issued by iGuide.ai.
- These regulations are applied uniformly throughout the system from the date of issuance and are continuously updated to suit the platform's operation, in response to changes in legislation or requirements from state management agencies.
