TERMS AND CONDITIONS OF USE

IGUIDE.AI E-COMMERCE PLATFORM

(Applies to the website/app at: www.iguide.ai)

Last updated: 30/01/2026

Based on the Commercial Law, the Law on Electronic Transactions, the Law on Consumer Protection, and relevant guiding documents;

Based on Decree No. 52/2013/ND-CP on e-commerce and its amending and supplementing decrees;

iGuide Joint Stock Company, business registration number 0110496856, registered office address at No. 90, Lane 89, Tu Lien, Group 6, Hong Ha Ward, Hanoi City (hereinafter referred to as “iGuide.ai" or "Platform Owner”) hereby issues the Terms & Conditions for Use of the iGuide.ai e-commerce platform as follows:

Article 1. Scope of Regulation and Applicable Subjects

1. These Terms & Conditions of Use (“Terms & Conditions”)”) regulates access to and use of the iGuide.ai e-commerce platform. (“iGuide.ai Platform” or “Platform”) and the implementation of electronic transactions on the Exchange:

- iGuide.ai – the owner and operator of the Platform; and

- Users access, register accounts, and use services on the Platform. (“User”), include:

• Buyer/Service User (“Buyer"); and

• Seller/Service Provider (“NCC”).

2. These Terms & Conditions apply to all access and use of services on the iGuide.ai platform, except in cases where iGuide.ai and each specific provider/partner have a separate written contract or agreement that clearly stipulates which provisions take precedence.

3. By accessing, registering an account, or using any features or services on the iGuide.ai platform, the User is simultaneously subject to the regulations of:

- Regulations governing the operation of the iGuide.ai e-commerce platform;

- Privacy Policy/Personal Data Protection Policy;

- Other operational policies are published periodically by iGuide.ai;

- Specific product terms/conditions applicable to each service type, program, and provider (if any).

4. In the event of a conflict between these Terms & Conditions and any separate written contract or agreement between iGuide.ai and a specific provider/partner, that separate contract or agreement shall prevail with respect to the relationship between iGuide.ai and that provider/partner, but shall not contravene any mandatory legal obligations and the Platform's Operating Regulations.

Article 2. Acceptance of Terms & Conditions

1. By accessing, registering an account, or using any service on the iGuide.ai platform, the User is understood to have read, understood, agreed to, and voluntarily become bound by these Terms & Conditions and related documents as stated in Clause 3 of Article 1.

2. If the User disagrees with any part or all of the Terms & Conditions, they must immediately cease accessing and using the iGuide.ai platform and/or close their account (if applicable).

3. In the case where the User is an organization/business, the person registering, setting up, and using the account on the Platform is considered to have full legal authority to represent them; acceptance of the Terms & Conditions gives rise to corresponding obligations, rights, and responsibilities for that organization/business.

Article 3. Explanation of Terms

In these Terms & Conditions, the following terms are understood as follows (summarized, consistent with the Exchange's Operating Regulations):

1. iGuide.ai platformiGuide.ai owns, manages, and operates websites, mobile applications, application programming interfaces (APIs), and other technical infrastructure to provide an intermediary environment for suppliers and buyers to conduct activities related to supplying, searching for, and booking travel and related services.

2. Supplier/Seller/Service Provider: Merchants, organizations, and individuals with legally registered businesses (meeting the legal requirements for their respective business sectors) and approved by iGuide.ai to participate in the Platform to list, offer for sale, and provide services.

3. Buyer/Service UserIndividuals and organizations use the iGuide.ai platform to find information, submit service requests, and use services provided by the provider.

4. MemberThis includes Buyers and Suppliers who have registered and had their accounts activated by iGuide.ai on the Exchange.

5. Service: Tourism services and related services (e.g., accommodation, transportation, tours, tickets, experiences, food and beverage, shopping, tourist support services, and other services) listed on the Exchange by the service provider and legally permitted to operate at the time of provision.

6. Service Booking Request: The request is submitted by the Buyer through the Platform, specifying the needs, time, number of guests, location, special requirements, and other necessary information for the Supplier to consider the possibility of supplying.

7. Trip Proposal: The service provider's response to the Service Request, specifying the exact service price, service description and scope, service terms and conditions, cancellation/modification/refund policy, and other related conditions.

8. Last traded priceThe specific service price and accompanying service conditions are shown in the Proposal/Trip Proposal accepted by the Buyer on the system; this serves as the basis for determining payment obligations and is part of the content of the electronic service contract between the Buyer and the Provider.

9. Product Terms/Service Terms and Conditions: Detailed terms and conditions applicable to each specific service type, program, package, or provider are published by the provider and/or iGuide.ai on the respective service page or in the Proposal/Trip Proposal/Service Booking Confirmation.

10. Other terms, unless otherwise explained in this Article, shall be interpreted in accordance with the Exchange's Operating Regulations, the context expressed in these Terms & Conditions, and applicable laws.

Article 4. Service Model and Role of iGuide.ai

1. iGuide.ai is a merchant providing e-commerce marketplace services, with the following roles:

- Establish and operate the technical infrastructure and information technology systems for the iGuide.ai platform;

- Providing support tools for Users, including but not limited to:

• Tools for searching, filtering, suggesting, and comparing services;

• The system sends service requests, receives and displays proposals/Trip proposals, and records whether the buyer accepts the proposal;

• Integration of electronic payment gateways;

• A system for storing transaction data, ratings, feedback, and complaints.

2. The service contract is concluded and executed directly between the Buyer and the Provider through the iGuide.ai platform's technical infrastructure. Unless otherwise specifically stated or stipulated for each product/service, iGuide.ai is not a party to the service contract between the Buyer and the Provider.

3. Within the limits permitted by law and consistent with its role as an intermediary service provider:

- iGuide.ai does not directly control, guarantee, or warrant the quality, safety, suitability, accuracy, or availability of services provided by the provider, except in cases where iGuide.ai directly provides the service and has its own specific regulations;

- iGuide.ai is responsible for fulfilling the mandatory obligations of an e-commerce platform owner according to Decree 52/2013/ND-CP, Decree 85/2021/ND-CP, and relevant laws, including receiving and coordinating the resolution of complaints, controlling displayed information, and protecting consumer rights within its authority.

4. iGuide.ai's display, ranking, suggestion, or recommendation of services/providers on the Platform (if any) is solely for the purpose of assisting Users in making informed decisions and does not imply that iGuide.ai guarantees, endorses, or specifically recommends any particular service/provider, unless otherwise agreed upon or stated.

Article 5. Account Registration and Security

5.1. Registering a Buyer Account

1. Individual Buyers must possess full legal capacity as stipulated by law or have the legal consent of a representative. If the Buyer is an organization, the person registering and using the account must be its legal representative or a duly authorized person.

2. To register a Buyer account, the User must:

- Provide at least the following identifying information using the Exchange's electronic form (e.g., full name, email, phone number, nationality, or other equivalent information);

- Read, understand, and confirm your agreement to the Platform's Operating Regulations, Terms & Conditions, Privacy Policy, and related policies;

- Complete the account verification process (via an OTP code sent to your phone number, an activation link sent to your email, or other verification methods specified by iGuide.ai from time to time).

3. The Buyer's account will only be activated and become effective after the verification process is completed. The Buyer is responsible for the completeness, accuracy, truthfulness, and timeliness of the information provided and updated.

5.2. Register a Seller/Supplier Account

1. To be registered as a Supplier on the Platform, an entity must simultaneously meet the following conditions:

- Having a legally registered business in accordance with the Enterprise Law and/or relevant specialized laws;

- Possess the necessary qualifications and business licenses/certificates (if the business sector is subject to conditional business regulations);

- Provide all necessary legal documents and information as requested by iGuide.ai (licenses, tax registration, payment account information, company profile, etc.).

2. NCC registers through an online form and/or a contract/cooperation agreement with iGuide.ai; iGuide.ai has the right to review, request explanations, additional documents, and contact for verification before approval.

3. The NCC account is only valid and will be marked "Verified" after the registration, verification, and assessment process is completed in accordance with the Platform's Operating Regulations and the Cooperation Agreement/Contract.

5.3. Account Information Security

1. The User is responsible for:

- Keep your account information confidential (username, password, OTP code, recovery code, related security information);

- Do not provide, transfer, lend, or share your account with any third party in any way, unless you have the written approval of iGuide.ai and have a corresponding control mechanism in place.

2. All transactions, requests, and operations arising after logging in with valid account information are considered to have been performed by the account holder; the account holder is responsible for all related risks and damages, except in cases where iGuide.ai is proven to be at fault.

3. Upon detecting or suspecting unauthorized access, information leakage, hijacking, or security risks to their account, Users must immediately notify iGuide.ai through official support channels to receive guidance on necessary measures (temporary lockout, password change, re-verification, etc.).

Article 6. Procedures for booking services and concluding electronic contracts.

1. The standard service booking process on the iGuide.ai platform follows these steps:

(i) The Buyer logs into a valid account on the Platform;

(ii) The Buyer searches for, selects services and reviews reference information provided by the Supplier (description, reference price, basic conditions, applicable policies, etc.);

(iii) The Buyer submits a Service Booking Request with specific information (time, number of guests, location, special requests, etc.);

(iv) NCC receives the Request, checks the availability and sends a Proposal/Trip Proposal (including: Final transaction price, service content, terms of use, cancellation/exchange/refund policy, special conditions…);

(v) The Buyer reviews the Proposal/Trip Proposal and decides to accept or reject it on the system;

(vi) If the Buyer accepts the Offer/Trip Proposal, the Buyer makes payment through the Platform's integrated payment gateway within the validity period (if any);

(vii) After successful payment, the iGuide.ai system sends a Service Order Confirmation/e-voucher/e-pass to the Buyer and records the transaction information in the Platform's database;

(viii) The Supplier organizes and provides services to the Buyer in accordance with the confirmed content; after the service is completed, the Buyer can submit reviews and feedback through the features provided by the Platform.

2. From a legal standpoint:

- The Buyer's service request is considered proposal to enter into a contract;

- The NCC's proposal/trip proposal is understood as follows: new proposal or revised proposal;

- The Buyer's action of clicking the "Accept Offer/Trip Proposal" button signifies: acceptance of the offer;

- The electronic service contract between the Buyer and the Supplier is considered concluded and effective at the time it simultaneously satisfies:

• The payment transaction has been confirmed as successful by the payment intermediary; and

• The iGuide.ai system sends a Service Confirmation/e-voucher/e-pass to the Buyer via the registered method (email, account on the Exchange, text message, in-app notification, etc.).

3. The form and legal validity of electronic contracts, electronic documents, data messages, and electronic operations on the iGuide.ai platform are established and implemented in accordance with the Law on Electronic Transactions and related laws.

Article 7. Prices, fees, payments and invoices

7.1. Reference Price and Final Transaction Price

1. The initial price displayed on the iGuide.ai platform may be a reference price (price “from…”, price range, average price by season, region, number of guests, or other specific conditions), set by the Supplier to help Buyers estimate expected costs.

2. After receiving the Service Request, the Supplier sends a Proposal/Trip Proposal to the Buyer, specifying at least:

- The specific service price applicable to that request (Final transaction price);

- Scope, content, and quality standards of the service;

- Cancellation/exchange/refund policy and conditions;

- Additional costs may apply (taxes, fees, surcharges, services outside the package, etc.);

- Other special conditions or restrictions (if any).

3. The final transaction price is the price shown in the Proposal/Trip Proposal that the Buyer accepts on the system; the final transaction price is the basis for:

- Determine the amount the Buyer is obligated to pay;

- Record the value of the electronic transaction between the Buyer and the Supplier;

- To serve as a basis for considering and resolving complaints and disputes related to payment obligations, refunds, and compensation (if any).

4. The Buyer shall only proceed with payment after having read, understood, and accepted the final transaction price and related conditions.

7.2. Payment Obligations of the Buyer

1. The Buyer is obligated to pay the full amount corresponding to the final agreed-upon transaction price, using the payment methods supported by the Platform at the time of the transaction.

2. Payment must be made immediately after the acceptance of the Proposal/Trip Proposal and within the validity period notified by the system or the provider (if any). After the aforementioned period, the Proposal/Trip Proposal may expire without further notice.

3. A service order is considered complete and valid only when the following conditions are met simultaneously:

- The payment intermediary confirms that the Buyer's payment transaction was successful; and

- iGuide.ai sends a Service Booking Confirmation/e-voucher/e-pass to the Buyer.

4. If the Buyer fails to complete payment within the validity period or the transaction is rejected or canceled at the payment stage, iGuide.ai and/or the Service Provider have the right to consider the Service Request invalid; the Service Provider is not obligated to reserve the service, maintain the price, or uphold the conditions of the previous Offer, unless otherwise stipulated in the Product Terms or the parties have a separate agreement.

7.3. iGuide.ai's right to charge fees

1. As a platform provider, iGuide.ai has the right to collect legitimate fees from the Provider in accordance with the Contract/Cooperation Agreement and published fee policies, including but not limited to:

- Service commission is calculated based on the value of successful transactions;

- Transaction processing fees, payment system usage fees, foreign currency conversion fees (if any);

- Cancellation fees, modification fees, and additional fees (if any) are subject to iGuide.ai's policies and comply with applicable laws;

- Other service fees that are legally incurred during the provision of the Platform services.

2. Unless otherwise mandated by law or iGuide.ai has its own published policy, iGuide.ai's fees collected from service providers are non-refundable, even in the event of transaction cancellation or modification, provided that iGuide.ai has fully fulfilled its corresponding service obligations.

7.4. Payment System and Payment Security

1. Payments on the Platform are made through payment intermediaries, electronic payment gateways, payment intermediary service providers licensed by the State Bank of Vietnam, and/or equivalent entities in accordance with applicable laws.

2. iGuide.ai does not directly process or store sensitive payment card data of Buyers (e.g., full card number, CVV/CVC code); this data is processed on the infrastructure of the payment intermediary according to the corresponding security standards.

3. iGuide.ai only stores information necessary for its purpose:

- Reconciliation and accounting;

- Assisting in handling inquiries, complaints, and disputes;

- Fulfill the obligation to archive and report as required by law.

7.5. Invoices and supporting documents

1. Service invoices for Buyers are primarily issued by the Supplier in accordance with tax and invoicing laws; in some cases, iGuide.ai may be authorized by the Supplier or legally permitted to issue invoices on behalf of the Supplier.

2. The Buyer is responsible for providing complete and accurate invoicing information at or before the time of payment. iGuide.ai/NCC reserves the right to refuse to issue an invoice or request corrections if the information provided by the Buyer is incomplete, inaccurate, or submitted late compared to the legally permitted deadline.

3. iGuide.ai is not responsible for delays, errors, or omissions in invoices that fall under the supplier's responsibility, except when iGuide.ai is the party directly issuing the invoice under authorization/contract or as required by law.

Article 8. Cancellation, modification, and refund

1. Cancellation, modification, and refund policies are applied specifically to each service, established and published by each service provider on the Platform; they are an integral part of the electronic service contract between the service provider and the buyer.

2. General principles:

- Cancellation/modification after the Buyer has accepted the Offer/Trip Proposal and/or made payment may incur fees (service fees, processing fees, iGuide.ai commission, provider fees, bank fees, etc.) depending on the type of service, the time of cancellation/modification, and the specific policies applied by the provider/payment unit;

- Timelines, conditions, and cancellation/modification fees must be clearly displayed on the service page, in the Trip Proposal, or in the Product Terms;

- Refunds (if any) will be processed through the original payment method (or another method as specified by the payment intermediary) and within a reasonable timeframe in accordance with legal regulations, supplier policies, payment processing unit, and/or iGuide.ai.

3. In the event that the Service Provider cancels or changes the service due to force majeure or reasonable objective reasons (weather, epidemic, requirements of competent state agencies, safety incidents, serious technical incidents, etc.), the Buyer may choose one of the following options:

- Receive an equivalent or more advantageous alternative (if proposed by the Supplier/iGuide.ai and agreed to by the Buyer); or

- Request a refund in accordance with the Supplier's policy (and/or agreement with iGuide.ai, if any), while respecting the Buyer's legitimate rights under consumer protection laws.

4. The detailed mechanism for cancellation, modification, and refund (processing time, procedure, forms, contact channels) is specifically stipulated in the General Cancellation – Modification – Refund Policy and/or the corresponding Product Terms and Conditions, which the Buyer must review and accept before completing the transaction.

Article 9. Rights and obligations of the Buyer/Member

9.1. Rights of Buyers/Members

Buyers/Members participating in the iGuide.ai platform are guaranteed, under the law and the Platform Regulations, the following basic rights:

1. Rights to access, register, and use the service

- Legally access the iGuide.ai platform to search for and refer to service information;

- You are allowed to register an account, log in, and use the features provided by the Platform, in accordance with the Terms & Conditions and the Platform's Operating Regulations.

2. The right to transparent information

- Full access to all legal documents published on the Platform: Operating Regulations, Terms & Conditions, Personal Data Protection Policy, Transaction Procedures, Complaint Handling Procedures, regulations on the rights, obligations, and responsibilities of the parties;

- You will have access to detailed information about the service (description, price, cancellation/modification/refund policy, terms of use, validity period, etc.) before submitting a service request.

3. Right to choose and decide on transactions

- Freedom to choose the appropriate service provider, service type, and service scope;

- The Buyer has the full right to accept or reject the Supplier's Proposal/Trip Proposal; the transaction is only considered valid when the Buyer proactively accepts the Proposal/Trip Proposal and completes payment as stipulated.

4. The right to security in transactions.

- The Exchange applies technical and operational measures to ensure system security and minimize the risk of fraud and deception within reasonable limits;

- The Exchange will alert and provide information when it detects signs of serious risk related to the Provider, service, or transaction.

5. The right to protection of personal information and data.

- Personal information and transaction data are protected in accordance with the law on personal data protection and iGuide.ai's Privacy Policy;

- To be informed about data processing procedures and to fully exercise the data subject's rights as stipulated by law (access, editing, deleting, restricting processing, withdrawing consent, filing complaints, etc.).

6. The right to complain, request assistance, and protect consumer rights.

- You can submit feedback and complaints to iGuide.ai when disputes arise with the service provider or when you have reason to believe that your legitimate rights and interests have been violated;

- Received by iGuide.ai, in coordination with the service provider, the complaint will be verified and resolved according to the published procedure;

- You can contact competent state agencies or consumer protection organizations for assistance in protecting your legitimate rights.

7. Right to claim compensation for damages

- You have the right to claim compensation from the supplier in accordance with the law if you can prove that actual damages were incurred as a result of the supplier's breach of obligations.

8. Right to evaluate and provide feedback on services

- After using the service, the Buyer has the right to leave reviews, comments, and feedback about the Supplier and the service on the platform;

- The review content must be truthful, objective, respectful of the law, not infringe upon the honor, reputation, or dignity of other organizations or individuals, and not violate the platform's content standards.

9. Other rights as stipulated by the Law on Consumer Protection and related legislation.

9.2. Obligations of the Buyer/Member

Buyers/Members have the following obligations:

1. Comply with the laws and regulations of the Exchange.

- Comply with Vietnamese laws and regulations on e-commerce, consumer protection, cybersecurity, personal data protection, and other relevant regulations;

- Comply with the Platform's Operating Regulations, Terms & Conditions, Privacy Policy, specific policies, and operational guidelines/instructions issued by iGuide.ai.

2. Provide truthful, accurate, complete, and up-to-date information.

- Provide complete, truthful, and accurate personal information, contact information, and information for booking services (time, number of guests, special requests, health status if the service requires it, etc.);

- Actively update yourself when changes occur;

- We are responsible for all consequences if the information provided is inaccurate, incomplete, or not up-to-date.

3. Account and payment information security

- Secure your login name, password, OTP code, and other confidential information;

- Do not provide information to third parties, including individuals claiming to be iGuide.ai employees or NCCs through unofficial channels;

- You are responsible for all transactions originating from your account after a valid login.

4. Fulfill payment obligations.

- Full and timely payment according to the final transaction price and the payment method supported by the Exchange;

- Do not use third-party payment information without authorization, and do not engage in financial fraud.

5. Use the service for its intended purpose and do not misuse the Platform.

- Do not use the Platform to commit illegal acts (fraud, money laundering, terrorist financing, dissemination of prohibited content, promotion of illegal services, etc.);

- No disruptive behavior that hinders the normal operation of the Platform (cyberattacks, spam, creating fake accounts, posting false reviews, etc.).

6. Coordination in dispute resolution

- Provide timely and truthful information, documents, and evidence related to the resolution of complaints and disputes when requested;

- Collaborate with iGuide.ai and NCC in the verification and handling of the case.

7. Comply with the specific terms and conditions of each service.

- Fully comply with the service usage conditions published by the service provider (health requirements, dress code, arrival time, identification documents, safety regulations, etc.);

- Users who do not meet the eligibility requirements proceed with the service at their own risk.

8. Other obligations as stipulated in the Platform's Operating Regulations, Product Terms and Conditions, and applicable laws.

Article 10. Rights and obligations of the Supplier

10.1. Rights of the Supplier

NCCs participating in the iGuide.ai platform enjoy the following rights:

1. Rights to access, use, and operate the booth.
2. • Authorized to access the administration system provided by iGuide.ai to manage vendor stores/accounts;
   • Access to supporting tools and features: service management, booking/order management, revenue reporting, marketing tools, communication tools, and other technical support services.
2. The right to list and conduct legal business services.
3. • To post and offer services within the scope of legitimate business activities and in accordance with the business license/certificate of eligibility (if it is a conditional business activity);
   • Users have the right to decide on the content of their service listings (description, images, price, terms of use, refund/exchange/cancellation policy, promotional programs, etc.) within the framework of the law and the Platform Regulations.
3. The right to self-manage content and service policies.
4. • I have full rights to create, edit, update, modify, and remove the content of my service;
   • Develop and publish your own policies: refunds, service cancellations, service changes, no-show policies, service terms and conditions, and promotional validity periods;
   • The policy may be updated at any time, provided it does not violate the law and complies with the Platform's regulations.
4. The right to receive, respond to, and process service requests.
5. • Receive customer service requests through the iGuide.ai system;
   • Confirm, reject, or modify service proposals in accordance with the operating procedures published by iGuide.ai;
   • We have access to customer information only to the extent necessary for providing services, while complying with regulations regarding personal data privacy.
5. The right to proactively provide services.
6. • Organize and execute the provision of services to customers in accordance with the listed content and the accepted Proposal/Trip Proposal;
   • In the event of force majeure or a legitimate reason under the law, we reserve the right to adjust or refuse to provide the service, provided that: we promptly notify the Customer and iGuide.ai; we comply with the refund/cancellation/change policy; and we are responsible for any resulting consequences in accordance with the law and agreement.
6. Revenue and payment rights
7. • Receive payments from customers through the integrated electronic payment system on the platform, following the reconciliation and payment process of iGuide.ai;
   • Entitled to revenue after deducting fees, discounts, and other financial obligations as per the cooperation agreement/published fee schedule;
   • Request iGuide.ai to provide statements, transaction reports, and reconciliation documents.
7. The right to technical, operational, and communication support.
8. • Request iGuide.ai for technical support, system support, account support, transaction process support, and error handling.
   • They will be provided with guidance materials, participate in training, and receive support in communication and product/service promotion programs (if any).
8. The right to protection of information and data.
9. • iGuide.ai is required to protect business data, transaction information, and customer information in accordance with legal regulations;
   • Request explanations and take action when unauthorized access or data breaches occur.
9. The right to request action against infringement and protection of intellectual property rights.
10. • Request iGuide.ai to take action against organizations/individuals that infringe on intellectual property rights, engage in unfair competition, or exploit the brand, content, or information of the supplier;
    • We request that iGuide.ai remove infringing content and services and assist in providing information to the relevant authorities when necessary.
10. The right to file a complaint, request dispute resolution, and terminate the cooperation.
11. • Submit requests, feedback, suggestions, or complaints to iGuide.ai when you believe your legitimate rights and interests have been affected;
    • We request iGuide.ai's assistance in resolving disputes with customers or other suppliers.
    • Termination of cooperation with iGuide.ai is subject to the terms and procedures stipulated in the Contract/Agreement and Platform Regulations.

10.2. Obligations of the Supplier

In addition to legal obligations, the supplier must fulfill the following obligations:

1. The obligation to provide truthful, accurate, and complete information.
2. • Provide complete, accurate, truthful, and timely information about the service: name, description, quality standards, selling price, taxes/fees, terms of use, refund/cancellation/exchange policy, validity period, delivery time, and contact information for support;
   • Content published on the Platform is considered part of the electronic service contract between the Provider and the Customer.
2. Obligation to update information
3. • Maintain continuous updates on service availability (in/out of service), price changes, promotions, terms and conditions, and refund/cancellation/exchange policies;
   • We are responsible if failure to update causes harm to the Customer or affects the reputation of the Platform.
3. The obligation to provide valid legal documentation and comply with the law.
4. • Provide all required legal documents as requested by iGuide.ai (business license, business eligibility certificate, specialized licenses, etc.);
   • Comply with laws regarding tourism, travel, accommodation, food safety, transportation, healthcare, etc., depending on the type of service provided.
4. The obligation to handle complaints, resolve disputes, and provide compensation.
5. • Collaborate closely with iGuide.ai in receiving and resolving customer complaints;
   • In case of fault on the part of the service provider, appropriate corrective measures shall be taken: full/partial refund, service replacement, provision of alternative services, compensation for damages as prescribed by law;
   • Compensation for damages to the Customer, iGuide.ai, or third parties if the Supplier's actions cause damage (including financial losses, remediation costs, reputational damage, image damage, etc.).
5. Obligation to fulfill the Contract/Cooperation Agreement with iGuide.ai
6. • Fulfill all financial obligations (fees, commissions, other payment obligations);
   • Fulfill the obligation to provide services as stipulated in the signed agreement;
   • Fulfill reporting obligations, provide data, and coordinate operations as reasonably requested by iGuide.ai.
6. Obligation to maintain the confidentiality of customer data and platform data.
7. • Protecting customer information and transaction data received by the service provider;
   • We will not use customer data illegally for purposes other than fulfilling the service contract, unless we have the customer's lawful consent or are required by a competent authority.
7. Obligation to comply with iGuide.ai's rules and policies.
8. • Comply with the Platform's Operating Regulations, Terms & Conditions, Personal Data Protection Policy, Consumer Rights Protection Policy, Content Standards, and other thematic policies;
   • Comply with all notices, guidelines, and requests for content and operational procedure adjustments issued by iGuide.ai.
8. Obligation to coordinate post-inspection and handling of violations
9. • Collaborate with iGuide.ai in post-auditing of content and services;
   • Comply with any disciplinary measures applied by iGuide.ai (warnings, service suspension/hiding, account suspension, termination of cooperation) when there is reasonable evidence of a violation.

Article 11. Rights and obligations of iGuide.ai

11.1. Rights of iGuide.ai

iGuide.ai, as the owner of the e-commerce platform, enjoys the following rights:

1. The right to set the conditions for providing and using the service.
2. • Develop, revise, and publish the conditions, criteria, processes, and procedures related to the registration, creation, and maintenance of User accounts;
   • Platform structure planning, content standards, operational procedures, and risk management.
2. The right to request the User to provide valid records and documents.
3. • The Buyer/Supplier is required to provide the necessary information, documents, and records to: verify identity, check legal status, assess business conditions, and ensure compliance with laws and internal policies;
   • For foreign NCCs, it is required to transliterate proper names and identifying information into Vietnamese or Latin characters for system management purposes.
3. The right to control, monitor, and handle violating accounts.
4. • Monitor the use of the Platform, check content and transactions;
   • Measures to be taken include: warnings, feature restrictions, suspension, transaction freezing, and termination of service access in cases where the User violates the Regulations, Terms & Conditions, or the law;
   • Prior notice may or may not be given depending on the severity/urgency of the incident, within the limits permitted by law.
4. The right to coordinate service provision in the event of a change in the service provider.
5. • When the service provider (NCC) ceases operations, terminates its partnership, breaches its obligations, or is no longer able to provide the confirmed service, iGuide.ai has the right to:
   • • Arrange/designate a different NCC (Non-Consumer Provider) as a replacement (if feasible);
     • Supporting the service transfer process to protect the rights of the Buyer;
     • Implement technical and operational measures to minimize transaction disruptions.
5. Right to resolve complaints and withhold payment
6. • Request the Buyer and Supplier to provide documents and data to facilitate the handling of the complaint;
   • The payment will be temporarily withheld while the dispute is resolved according to internal procedures;
   • Decisions regarding dispute resolution are made within the platform; these decisions are the basis for implementation on the Exchange and do not replace the final jurisdiction of a judicial body.
6. The right to collect fees and adjust fee schedules.
7. • Collect service fees, commissions, and other legitimate charges in accordance with the published price list and fee policy;
   • Adjust fee schedules and fee policies according to market conditions and operating policies, with reasonable notice to suppliers (e.g., at least 30 working days before the new fee schedule takes effect).
7. The right to issue, amend, and apply platform policies.
8. • Issuing and amending operating regulations, terms of use, privacy policy, content standards, and thematic policies;
   • The regulations stipulate measures to restrict, lock accounts, remove infringing content, and require content providers to edit content during post-audit.
8. The right to conduct trade promotion, advertising, and market expansion activities.
9. • Organize and implement marketing and promotional activities for the Platform, and cooperate with organizations, partners, and intermediary service providers;
   • Optimize services and support suppliers in expanding their market, within the limits permitted by law.
9. Other rights
10. • Users are entitled to all rights under the Platform's Operating Regulations, Terms of Use, contracts/agreements with Users, and relevant laws and regulations concerning e-commerce, consumer protection, cybersecurity, and other related documents.

11.2. Responsibilities of iGuide.ai

iGuide.ai has the following specific obligations and responsibilities:

1. Obligation to disclose information and maintain the operation of the Exchange
2. • Fully and accurately disclose information about the business, the Exchange's operating regulations, general trading terms and conditions, personal data protection policy, complaint handling mechanism, fee schedule, and related policies on the website/application;
   • Ensure the platform operates stably, safely, and in accordance with the registered plan and legal regulations.
2. The responsibility to control and ensure the accuracy of information.
3. • Establish and maintain a monitoring and inspection system to ensure that the information posted by NCC is complete, transparent, does not violate the law, does not infringe on the rights of third parties, and does not go against good customs and traditions;
   • For foreign NCCs, please ensure that the proper name and identifying information are transliterated into Vietnamese or Latin characters when submitting your application.
3. Responsibilities for operating systems and technical infrastructure.
4. • Investing in, building, maintaining, updating, and securing technical infrastructure to ensure the system is always ready to support transaction activities;
   • Establish security policies and procedures for managing user databases;
   • Proactively upgrade software and hardware; implement measures to prevent, detect, and address cybersecurity risks.
4. The obligation to store and update user information and transaction data.
5. • Maintain complete and secure storage of Buyer and Supplier registration information, as well as transaction information, for the legally prescribed period;
   • Ensure that changes to User information are updated promptly and accurately according to business processes.
5. The obligation to monitor business operations and handle violations.
6. • Block, refuse to display, or remove content related to goods/services that are prohibited from being traded, restricted from being traded, or subject to conditional trading, but the supplier does not meet the legal requirements;
   • Require the publisher to provide licenses and business eligibility certificates (if needed) before allowing further posting;
   • Remove any content that violates the law within the legally prescribed time limit upon receiving a request from a state agency;
   • Collaborate with intellectual property rights holders to verify and handle intellectual property infringement on the Platform;
   • Apply disciplinary measures to the Provider or User who violates the terms (warning, temporary suspension, termination of service access, etc.).
6. Trade promotion and supplier support obligations
7. • Organize and implement promotional, marketing, and introductory activities for the platform and its services;
   • Provide documentation, guidance, and training to help NCCs understand the operating mechanisms, policies, and legal requirements;
   • Notify the content provider promptly of any changes to regulations, policies, or content standards.
7. The obligation to cooperate with state management agencies and consumer protection organizations.
8. • Provide relevant information and data when legally requested;
   • Update the list of warning keywords and content screening criteria according to the guidelines of the regulatory authority;
   • Assisting in investigations, inspections, audits, and handling of administrative violations related to the operation of the Exchange and participating entities.
8. Obligation to receive and resolve complaints and disputes
9. • Develop and operate procedures for receiving, classifying, and processing feedback and complaints from Buyers and Suppliers;
   • Collaborate with the NCC to verify information and resolve disputes objectively, fairly, and in accordance with the law;
   • Apply temporary support measures (if necessary) to protect the legitimate rights and interests of the parties during the resolution process;
   • Record and archive complaint resolution records for post-audit, inspection, and management purposes.
9. Responsibility for incident response and system security.
10. • In the event of force majeure (natural disasters, fires, wars, widespread power outages, cyberattacks, etc.), promptly implement remedial measures to restore system operation;
    • Promptly notify relevant parties about the system status, the cause (if identified), and the progress of corrective actions;
    • To the extent permitted by law, we are not liable for damages caused by force majeure, unless otherwise agreed in writing.
10. Other obligations
11. • Fully comply with all obligations under the Platform's Operating Regulations, Terms & Conditions, Contracts/Agreements with Users and Partners, and relevant legal regulations.

Article 12. User-Provided Content and Intellectual Property Rights

1. Users agree to have full legal rights and authority over all content they upload, provide, and transmit to the Platform (including but not limited to: images, videos, text, audio, documents, reviews, comments, etc.) and that such content does not infringe on the intellectual property rights, image rights, trade secrets, privacy, or any other legal rights of third parties.

2. The User agrees to grant iGuide.ai a non-exclusive, transferable, and, to the extent necessary, free of charge, worldwide and for the duration of the content's existence, right to:

- Display, arrange, and technically edit (without changing the essence) the content on the Platform for the purpose of operating, maintaining, and improving the Platform's services;

- Used in promotional and introductory activities for the Platform and services on channels managed/coordinated by iGuide.ai, provided that such use does not distort the core content, does not cause unreasonable harm to Users, and complies with laws on personal data protection.

3. iGuide.ai has the right, but not the obligation, to temporarily hide, refuse to display, remove, or request editing of User-uploaded content if:

- There are grounds to believe that the content violates the Platform's Operating Regulations, Terms & Conditions, and Content Standards;

- There are signs of violations of the law or infringement of the legitimate rights and interests of a third party;

- There is a legitimate request from a competent state authority or rights holder.

4. The deletion of an account or content by a User does not affect iGuide.ai's existing lawful right to use that content during the period it was legally published and used, unless otherwise required by law or a competent government authority.

Article 13. Protection of personal information and data

1. iGuide.ai collects, uses, stores, shares, and protects Users' personal data in accordance with the provisions of Decree No. 13/2023/ND-CP on the protection of personal data, the Law on the Protection of Personal Data (when in effect), and other relevant legal documents.

2. Details about:

- Types of personal data collected;

- Scope, purpose, and timeframe for data processing;

- Basis for data processing (consent, contract performance, legal obligations, etc.);

- Rights and methods for exercising those rights by data subjects;

- Data security and privacy measures;

as specifically stipulated in Privacy Policy/Personal Data Protection Policy Published on the iGuide.ai website/app.

3. Users are responsible for reading, understanding, and accepting the Privacy Policy before using the services on the Platform; continued use of the Platform after the Policy is updated is considered acceptance of the amendments and additions within the limits permitted by law.

Article 14. Transaction security and incident handling

1. Users are prohibited from using any tools, software, devices, or technical solutions for the purpose of:

- Unauthorized interference with the technical systems, databases, and network resources of the iGuide.ai platform;

- To disrupt, halt, overload, cause disorder, or degrade the normal functioning of the Floor.

2. In the event of a technical malfunction, cyberattack, system error, or force majeure event resulting in a disruption of the Platform's operation, iGuide.ai will:

- We will make every effort to implement necessary measures, to the best of our ability, to rectify and restore the system as quickly as possible;

- Notify the User/Supplier in the event of an incident that significantly affects the ability to execute or continue transactions;

- Coordinate with suppliers and buyers to handle ongoing transactions appropriately, while maximizing the protection of buyers' rights in accordance with legal regulations and existing agreements.

3. To the extent permitted by law, iGuide.ai is not liable for damages to Users/Suppliers arising directly from force majeure events as defined by law, except where the law mandates otherwise or iGuide.ai has a separate written agreement.

Article 15. Exemptions and Limitations of Liability

1. To the extent permitted by law, iGuide.ai is not liable for:

- The quality, safety standards, and suitability for the intended use of the services provided by the service provider;

- Changes, postponements, or cancellations of services due to the service provider or at the request of a competent state authority;

- Losses, damages, property damage, accidents, injuries, illnesses, and personal injury arising during the Buyer's use of the Supplier's services;

- Illegal acts, fraud, errors, or omissions caused by the User, Supplier, or a third party.

2. iGuide.ai does not guarantee the absolute accuracy of all information provided by the Supplier or third parties, although iGuide.ai makes reasonable efforts to verify, filter, and update in accordance with legal regulations; Buyers should proactively review and compare information before deciding to proceed with a transaction.

3. Unless otherwise required by law, iGuide.ai's maximum liability for any claims arising from or relating to the use of the Platform, whether contractual, tort, or otherwise legal, shall not exceed:

- (a) The total amount of service fees that the User has paid directly to iGuide.ai relating to the specific transaction in which the dispute arises; or

- (b) The minimum liability limit required by law;

whichever value is lower.

4. The above limitations on liability do not exclude or restrict the mandatory rights and obligations applicable under the Law on Protection of Consumer Rights, Decree 52/2013/ND-CP, and other relevant legal regulations.

Article 16. Complaints, dispute resolution, applicable law and jurisdiction

1. Users have the right to submit feedback and complaints related to activities on the iGuide.ai platform through the following channels:

- Official support email address;

- Online complaint form (if applicable);

- The hotline/phone number for support is published on the website/app.

2. iGuide.ai will receive, categorize, and coordinate with the service provider to verify and resolve complaints in a spirit of goodwill, objectivity, and reasonable protection of the legitimate rights and interests of all parties, according to the published complaint handling procedure.

3. If a dispute cannot be resolved through negotiation or mediation within a reasonable time, the dispute shall be settled in accordance with Vietnamese law at the competent People's Court or other judicial body as prescribed by law.

4. These Terms & Conditions are governed, interpreted, and enforced in accordance with the laws of the Socialist Republic of Vietnam.

Article 17. Amendments and Additions to the Terms and Conditions

1. iGuide.ai reserves the right to modify or supplement these Terms & Conditions at any time as needed to:

- To comply with changes in the law and requirements of state management agencies;

- To adapt to changes in the model, scope, and operational functions of the Exchange;

- Improve service quality, safety, security, and user experience.

2. Any modifications or additions will be announced and published by iGuide.ai on the website/application within a reasonable timeframe before they take effect. iGuide.ai may send notifications via email, in-account notifications, or other appropriate methods.

3. The User's continued access and use of the iGuide.ai platform after the amended Terms & Conditions come into effect will be deemed as the User having read, understood, and accepted to be bound by such amendments.

4. In the event that any provision of these Terms & Conditions is declared invalid, unenforceable, or unenforceable by a competent authority, that provision shall be modified to the minimum extent necessary to be enforceable, or removed; the remaining provisions shall remain in full force and effect.

Article 18. General Provisions

1. These Terms & Conditions are an integral part of the legal documentation published on the iGuide.ai platform, along with the Platform Operating Regulations, Privacy Policy, and related product policies and terms.

2. In case of conflict between:

- These Terms & Conditions and the Platform Operating Regulations:

• For the relationship between iGuide.ai and government agencies, the Platform's Operating Regulations are the primary basis for application;

• For contractual relationships between iGuide.ai and Users, the Terms & Conditions and Product Terms are the direct basis for resolution, but must not contradict mandatory obligations under the Regulations and laws.

- These Terms & Conditions and their translations into other languages (if any): the Vietnamese version takes precedence and is legally binding.

3. The failure or delay of a Party to exercise any right under these Terms & Conditions shall not be deemed a waiver of such right, nor shall it affect the right to exercise such right in the future.

4. Unless otherwise specified, no third party (other than iGuide.ai, the User, or the Provider) shall have the right or the capacity to demand the enforcement of any provision of these Terms & Conditions.

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