Go Vietnam Terms and Conditions of Use

Updated on August 10th, 2026

By browsing, accessing, or using any services of Go Vietnam, you confirm that you have read, understood, and agree to be bound by this Go Vietnam Terms and Conditions of Use (hereinafter referred to as the “Terms of Use”). If you do not understand any part of these Terms of Use, please contact us as instructed in Section 1 below. If you disagree with any of these terms, please note that you are unable to use any services or features of Go Vietnam.

We reserve the right to amend or supplement these Terms of Use at any time. The latest update date of these Terms of Use will be indicated at the top of this document, and any amendments or supplements shall take effect from the date of posting. If you disagree with any amended or supplemented terms, please discontinue your access to Go Vietnam Application (“Application”). Your continued use of Go Vietnam Application constitutes your acceptance of such amended or supplemented Terms of Use.

1. Go Vietnam and How To Contact Us

Go Vietnam (hereinafter referred to as “we,” “us,” or “our”) is a mobile application operated by Vietnam Posts and Telecommunications Group (VNPT), a limited liability company with its registered address at No. 57, Huynh Thuc Khang Street, Lang Ward, Hanoi, and Enterprise Registration Certificate No. 0100684378.

To contact us, please send an email or call our customer support team using the contact details (email address and hotline number) provided at https://vnptmoney.vn/web/lienhe, or use the online support feature available on the Go Vietnam Application.

2. Go Vietnam Service

2.1 Go Vietnam may assist you in obtaining travel information and accessing or using services and features, including but not limited to travel itineraries, travel tours, transportation services, booking services, and other services related to travel experiences in Vietnam (hereinafter referred to as “Travel Products”), which are provided by third parties or by us (hereinafter referred to as the “Supplier(s)”). You acknowledge that access to and use of such Travel Products on Go Vietnam may incur fees charged by the Suppliers.

2.2 Each Travel Product has its own specific terms and conditions (such as cancellation and modification policies). Therefore, when you book and use Travel Products, your booking process may be subject to the terms and conditions of the Suppliers (for example, the terms and conditions of hotels, tour operators, etc.). You are required to carefully read and review these terms as they constitute a separate legal agreement between you and the Suppliers.

2.3 You agree that the specific services and features you select and purchase from us are intended for your personal use only and not for commercial purposes.

2.4 You warrant that you have capacity to enter into a legal binding contract (including being at least the required age to have capacity in your country) and that you shall use our Application solely to make legitimate reservations and service orders.

2.5 If you are booking Travel Products for multiple individuals, the first name provided shall be responsible for: (i) providing accurate information about the other individuals, (ii) accepting these Terms of Use on their behalf and ensuring that they comply with them, (iii) checking the details in the booking confirmation for the use of Travel Products and contacting us immediately if any of the details are incorrect, and (iv) paying the full price of the booking and any additional charges related to the booking.

2.6 We will not arbitrarily interfere with your purchase/booking; however, we reserve the right to cancel a booking in certain circumstances, such as where the requested booking, goods, or services are no longer available, or where we have reasonable grounds to suspect fraud in relation to your purchase/booking request. We may take steps to verify your identity in order to process such requests. Accordingly, you agree to cooperate in any anti-fraud or anti-money laundering checks that we may need to conduct.

2.7 We will make reasonable efforts to maintain the operation of the services and features on our Application; however, we cannot ensure that such services and features will function properly or be uninterrupted at all times due to factors beyond our control. You agree that we reserve the right to deny your access to our Application and may modify, suspend, or discontinue any of its services or features at any time.

3. Your Go Vietnam Account

3.1 To access certain services and features on our Application, you must register a Go Vietnam member account (“Go Vietnam Account”) by using your Apple or Google account. We may announce and make available additional registration methods from time to time.

3.2 You shall be responsible for ensuring the security and confidentiality of your Go Vietnam Account. You should keep your devices and login credentials associated with your Go Vietnam Account secure to prevent any unauthorized access, use, or disclosure, as well as modification of information or damage to your customer profile. If you provide false or inaccurate information, we have the right to delete your Go Vietnam Account without prior notice. In addition, you must not access and use our services or features by using another person’s Go Vietnam Account, Apple account, Google account, or any of their other accounts (if any).

3.3 Your Go Vietnam Account is personal to you, and you must not share your account information (including any of the accounts linked to yours), or allow any third party to access your Account. You shall be responsible for all activities and actions carried out on your Go Vietnam Account. If you know or suspect any unauthorized access to your Account or any fraudulent or unauthorized booking activities, please notify us immediately. In such cases, if you have stored payment method information in your Go Vietnam Account, you must also contact the relevant payment service provider to minimize any potential risk of loss. You shall be fully responsible for any losses or damages incurred by us or any third party arising from any unauthorized use of your Go Vietnam Account. We shall also be exempt from any liability for any losses or damages arising from or related to the use of your Go Vietnam Account where such losses or damages are not caused by our fault.

3.4 You agree that we have the right to refuse the creation of your Go Vietnam Account. You further agree that we may, at our sole discretion, delete your Go Vietnam Account at any time without prior notice. However, to the extent reasonably practicable, we will assist in processing any legitimate orders/bookings made prior to the deletion of your Go Vietnam Account.

4. General Terms for Booking and Purchasing Travel Products

4.1 Information Provision: You confirm that all details provided when booking or purchasing Travel Products are accurate and complete. If you provide any incorrect information, please notify us. To the extent permitted by the Supplier and applicable laws, we may assist you in making the necessary amendments to your booking.

4.2 Payment and Currency: Travel Products on our Application shall be transacted in Vietnamese Dong (VND). Your payment service provider may charge fees for international payment transactions. When you book a Travel Product in advance, we will clearly explain the payment terms during the booking process. Some bookings require advance online payment, while others require payment at the time of using the Travel Products. If you fail to pay any amount in full as set out in the booking terms, we may cancel your booking immediately. If you have made a payment but encountered an error, please do not attempt to make the payment again. You should immediately contact us to confirm whether your booking has been successfully completed. Any refunds will be issued to the original payment method, unless we agree otherwise.

4.3 Price: We reserve the right to change or adjust the prices and fees of Travel Products at any time. Such changes may be notified via messages, email, or our Application. If you have any questions regarding the prices or fees of Travel Products, please contact us for support.

4.4 Fees and Taxes: You acknowledge and agree that the specific services provided by the Suppliers may result in additional taxes or fees and expenses depending on the actual circumstances; and that you are obligated to pay the relevant amounts directly to the Suppliers or relevant tax authority. Although we have requested the Suppliers to provide the most up-to-date and accurate terms, conditions, restrictions, pricing, and other information with respect to the Travel Products, we cannot warrant that all content displayed on our Application will be accurate at all times.

4.5 Booking and Purchase Process: All booking and purchase of Travel Products are subject to their availability at the time of reservation. Once a booking order is completed, you will receive a confirmation email or notification from us. You agree to review its details and contact us immediately in the event of any errors or discrepancies. We reserve the right to request additional information or supporting documents to verify or confirm your booking order. If you fail to provide the required information, or if the information provided is considered insufficient or unsatisfactory, your booking request shall be deemed incomplete and may therefore be cancelled or rejected.

4.6 Use: In cases where the Travel Product you select and purchase is provided by a third-party Supplier rather than us, such Supplier shall, on its own, accept or reject your booking/order and shall be solely responsible for providing all related services. If you have any questions regarding such Travel Product, you may first contact the Supplier directly for the most accurate and up-to-date information; alternatively, you can also contact us, and we will make reasonable efforts to liaise with the Supplier in order to seek an appropriate resolution.

4.7 E-Ticket: If you select and purchase any Travel Products through us, upon successful completion of your booking/order, and unless a physical ticket is issued, you will receive an electronic ticket to use the relevant Travel Product via SMS, email, or a notification on our Application. In order to use your E-Ticket, you need to print it out or present it on your mobile application. You acknowledge and agree that you must comply with the additional conditions and restrictions of E-Ticket set by us and Suppliers, including but not limited to: you must be present in person and on time at the designated meeting point within the validity period specified on E-Ticket, and present any required documents upon request (such as identification documents, booking/order reference number, or your E-Ticket). If you fail to meet the conditions and restrictions as above, you may not be able to use the Travel Product stated on E-Ticket, and no refund will be granted. Furthermore, you acknowledge and agree that if your E-Ticket or the number of your order/booking is lost or stolen, the Supplier has no obligation to reissue it and may be unable to provide the relevant service to you. In addition, if you attempt to misuse or fraudulently alter the E-Ticket (for instance, if you do not meet the legal age requirement to use it), the Supplier reserves the right to refuse to provide the service and to deny any refund to you.

4.8 Cancellation and Changes: If you contact us or the Supplier to cancel or modify your booking/order within the specified period (as displayed on our Application) at the time of your booking/order, and such cancellation or modification is successfully processed, you will receive a confirmation notification from us. Where your booking/order is modified by the Supplier, the Supplier’s applicable terms and conditions shall apply in such cases. In the event that your selected and purchased booking/order is cancelled according to the Supplier’s terms and conditions, any payment you have made will be refunded. You understand and agree that the refunded amount may differ from the original amount paid due to the exchange rate fluctuations and/or service fees charged by the Supplier, the payment method provider, or the payment processor. Should any issues arise in relation to the above circumstances, please contact us or the Supplier, and we will provide assistance within the scope of our customer support services.

5. Prohibited Activities

5.1 You may only use our Application, services and features for lawful purposes. By way of example, and not as limitation, you must not use our Application or any of our services and features:

In any way that breaches any applicable local, national or international law and regulation;
In any way that is unlawful, fraudulent, unauthorised, or abusive, or has any unlawful, fraudulent, unauthorised, or abusive purpose or effect;
For the purpose of harming or attempting to harm minors in any way;
To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards below;
To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam);
To knowingly transmit any data, send or upload any material that contains viruses, trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

5.2 You also agree:

Not to reproduce, duplicate, copy or re-sell any part of our Application in contravention with these terms without our prior consent in writing;
Not to access without authority, interfere with, damage or disrupt: (i) any part of our Application, (ii) any equipment or network on which our Application is stored; (iii) any software used in the provision of our Application; or (iv) any equipment or network or software owned or used by any third party;
Harvest or mine the service content from us, or otherwise access or use our services in a manner inconsistent with individual usage (including placing abnormal or excessive pre-orders, or cancelling bookings once placed…);
Not interfere or attempt to interfere with the normal operation of our Application or any activity that is conducted on our Application;
Not to take any action that would result in an unreasonably large data load on our Application’s network;
Not to use any unauthorized payment methods or tools to place orders;
Not to use our services to communicate, facilitate, or engage in any advertising or commercial solicitations, except as otherwise permitted under this Terms of Use.
Not to engage in any conduct that is fraudulent, compromises our data security, or otherwise harms our interests, misuse our promotions or discounts, attempt to crack other users’ password, or unlawfully transfer of store data.

5.3 If you violated any matter set out above, we may, at our discretion, delete your Go Vietnam Account and cancel the order/booking that violate any such matter above at any time, without prior notification. If any loss or damage occurs, we may require you to compensate us. In addition, we may charge service fees related to Travel Products that were originally eligible for free cancellation or within the free cancellation period, with such fees calculated as percentage of the total booking or transaction amount.

6. Our Content Standards and Rights Given To Use Material Uploaded by You

6.1 We encourage you to share feedback and suggestions while registering for and using our products, services, and features. However, these following content standards shall apply to any and all material which you contribute to our Application (“Contribution”). We will determine, at our discretion, whether a Contribution breaches the content standards.

6.2 In all cases, you warrant that any of your Contribution shall:

Be relevant to your own travel experiences (accommodation, restaurant, airlines, transportation, location or general travel experiences).
Be accurate where it states facts.
Be genuinely held where it states opinions.
Comply with applicable laws of Vietnam and your country.

Contribution shall not:

Be defamatory of any person.
Be obscene, offensive, hateful or inflammatory.
Promote sexually explicit material.
Promote violence.
Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
Infringe any copyright, database right, trade mark or any other intellectual property right of any other person.
Be likely to deceive any person.
Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidentiality.
Breach any applicable minor protection laws and regulations.
Promote any illegal activity.
Be in contempt of court or competent state authority.
Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety.
Be likely to harass, upset, embarrass, alarm or annoy any other person.
Impersonate any person, or misrepresent your identity or affiliation with any person.
Give the impression that the Contribution emanates from us, if this is not the case.
Advocate, promote, incite any party to commit, or assist any unlawful or criminal act such as (by way of e.g. only) copyright infringement or computer misuse.
Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism.
Contain any advertising or promote any services or web links to other sites.
Endanger national security or leak state secrets.

We reserve the sole discretion to determine which Contribution is published on our Application and to reject to publish any of yours.

6.3 By uploading content to our Application, you grant us a perpetual, non-exclusive, irrevocable, royalty-free license to use and exploit such content (including translation and modification). You also agree to grant us the right to take legal action against any infringement of your rights or our rights in relation to such content. To the extent permitted by applicable law, you agree to waive any and all moral rights (including rights of attribution and integrity) that may subsist in your content, and you further agree not to object to the publication, use, modification, deletion, or exploitation of such content. For the avoidance of doubt, we reserve the right, at our discretion, to remove, shorten, or modify any content without prior notice to you. If you believe that any content on our Application infringes your intellectual property rights, please contact us immediately.

6.4 We shall not be liable for (i) any Contribution posted, stored, transmitted, or uploaded to our Application by you, other users, or any third parties; or (ii) any loss, damage, error, defamation, obscenity, pornography, or offensive conduct that you may encounter. However, when you contact us, we will assist in resolving any issues you may encounter, at reasonable effort, while using our Application.

7. Disclaimer

7.1 The information on our Application may be provided by the Suppliers and/or other users when they submit reviews of Travel Products. We will, in reasonable effort, ensure that such information is accurate and complete; however, to the extent permitted by law, we shall not be liable for any loss or damage incurred by you as a result of inaccuracy or incompleteness of the information (including, but not limited to, errors relating to user experience, listings of amenities of accommodations or destinations, descriptions of products or services, booking availability, or pricing errors…).

7.2 No representations, warranties or conditions are given by us in respect of any information which is provided to you when you access and use the services on our Application (including, but not limited to, merchantability, the fitness of the product, service, or feature for the particular purpose you have selected…). Any such representations, warranties or conditions are excluded, save to the extent that such exclusion is prohibited by law.

7.3 You agree and acknowledge that certain Travel Products may be independently provided to you by third-party Suppliers. Accordingly, we shall not be liable for any errors, omissions, representations, warranties, breaches, or negligence of any such Supplier.

7.4 To the extent permitted by law, we shall not be liable for any loss or damage incurred by you as a result of:

Inaccurate details (such as names, ID details, nationality, contact details, payment details, times) submitted by you when making your booking, including but not limited to situations where: we are unable to contact you to provide important updates regarding your booking due to incorrect contact details, or you are unable to use the Travel Product because the information you provided does not match the details on your ID documents.
Your failure to obtain necessary documents to use Travel Products, such as passport, visa, insurance…
Your being unable to use Travel Products due to your failure to comply with the relevant Supplier’s terms and conditions, or your failure to arrive on time, or your behaviour being deemed as unacceptable by the relevant Supplier, or any of your actions and omission.
Invalid promo codes, offers, or discounts for the selected Travel Product.
Any interactions between you and the Supplier.
Incorrect, inaccurate, expired, or incomplete payment information provided by you.
Your travel and/or presence in an area subject to travel warnings or travel restrictions.
Events beyond our reasonable control (“Force Majeure Events”), including but not limited to natural disasters such as floods, droughts, earthquakes, and other catastrophes; epidemics or pandemics; terrorist attacks, war, riots or civil unrest, threats of or preparation for war, armed conflict, sanctions or embargoes; instability of the internet, systems or equipment, or cyberattacks such as viruses or hacking; and changes in applicable laws or regulations…

7.5 Please note that our services are provided for personal use only and within the territory of Vietnam. You agree not to use our Application or any of our services or features for any commercial purposes. We shall not be liable for any loss of profit, loss of business, business interruption, or loss of business opportunity.

8. Compensation

You shall indemnify and hold us harmless from and against any and all losses, damages, and liabilities arising out of or in connection with any third-party claims relating to: (i) your failure to comply with these Terms of Use, (ii) your infringement of any intellectual property rights or other rights of any third party arising from your access to or use our Application or our services and features, (iii) any use of your Go Vietnam Account by any other person. In relation to such third-party claims, we may require you to respond to or defend against any claim, initiate legal proceedings, or carry out settlement negotiations. However, without our prior written consent, you must not take any action that could negatively affect our rights or interests.

9. Third-Party Website and Application Links

9.1 Our Application may contain links to third-party websites or applications. You shall be responsible for deciding whether to access or use such websites or applications. We are not responsible for, nor do we endorse, any features, content, products, or other materials available on such third-party websites or applications.

9.2 If you connect to a third-party website or application through our Application and enter in any transaction with such third-party, you must conduct any investigations you deem necessary and appropriate. Any such transactions are solely between you and the third-party and are not related to us. You acknowledge and agree that we shall not be liable for any costs, losses, or damages arising from or in connection with any such transactions between you and the third party.

9.3 In certain cases, a third-party website or application may request to link your Go Vietnam Account profile with your profile on such third-party website or application. You fully understand this choice is optional and entirely at your discretion. If you choose to link your Go Vietnam Account with a third-party website or application, that website or application may access information stored in your Go Vietnam Account, including information relating to other users with whom you have shared information. Accordingly, you should carefully read and fully understand the terms and conditions as well as the privacy policies of any Third-Party website or application that you access.

10. Visa and Insurance

You shall be responsible for ensuring that you have appropriate insurance coverage and all necessary travel documents required to use the Travel Products, including but not limited to your passport, visa, medical documents, and other identification documents.

For information regarding passport and visa requirements, please consult the relevant embassy or consulate for further details. As such requirements may change at any time, you should check for updated information before making a booking and prior to departure. We shall not be liable for any traveller being denied boarding or entry into Vietnam.

We also do not provide any advice or assurance that travel to and/or stay at any destination is free from risk. You shall have responsibility to check any travel advisories, recommendations, or restrictions applicable to your travel, even before making a booking and prior to departure, and to comply with any medical advice you may receive.

11. Personal Data Protection Policy

Any information and personal data provided to us during your registration or use of the Application will be governed by VNPT Customer Data Protection Policy as set out in the “Data Protection Policy” tab; or you may also refer to it at: https://vnptmoney.vn/web/trogiup/chinhsach.

12. Intellectual Property Rights

Our Application, including the logo, name, product or service banners, and all content displayed on our Application which are posted by us, is owned by and constitutes the exclusive property for use and exploitation of us or the relevant Suppliers. Any copying or quotation of any content of the Application must not cause any damage to us and must comply with the following conditions: (i) it is used solely for personal, non-commercial purposes; (ii) all copies or derivative works must retain any copyright notices or intellectual property rights notices contained in the original material; and (iii) the products, technologies, and regulations used or described on the Application may be subject to other non-transferable intellectual property rights owned by Go Vietnam or relevant Suppliers.

All material provided on the Application may not be reproduced, displayed, published, distributed, disseminated, broadcast or circulated to any third party in any form without our prior written consent.

All images, trademarks, trade names, or symbols displayed on Go Vietnam are protected by copyright, trademark, and applicable intellectual property laws. Your use of our Application does not grant you any license or rights to use, reproduce, or claim ownership of our Application.

13. Governing Law and Dispute Settlement

These Terms of Use and your relationship with us are governed by the laws of Vietnam. You agree that any disputes or claims arising out of or in connection with these Terms of Use shall be settled by the competent courts of Vietnam.

14. Miscellaneous

14.1 If any provision of these Terms of Use is held to be invalid, illegal or unenforceable, the validity, legality or enforceability of the remaining provisions shall remain in full force and effect.

14.2 We may assign these Terms of Use or any right and obligation hereunder, and may delegate any obligation hereunder, to any third party, provided that such third party has the full capacity, authority, and power to perform such right and obligation. Without our prior written consent, you may not, directly or indirectly, assign any of your rights or obligations under these Terms of Use to any third party.

14.3 These Terms of Use is made in the Vietnamese language. Any translation thereof is solely for reference. In the event of any inconsistency between different language versions, the Vietnamese version shall prevail.

VNPT Customer Data Protection Policy

Updated on January 01, 2026

VNPT Customer Data Protection Policy (hereinafter referred to as the “Policy”) is intended to inform Customer of the Customer Information processed by Vietnam Posts and Telecommunications Group (“VNPT”), the purposes of such processing, the types of information being processed, and the rights and obligations of Customer with respect to Customer Information in accordance with Vietnamese laws on the Protection of Customer Information. This Policy also provides recommendations to help Customer better understand and improve awareness of Customer Information protection.

This Policy is a general commitment that applies to all activities related to the provision of VNPT’s products and services and to channels interacting with Customer.

VNPT shall provide this Policy in full to Customer prior to entering into any contract or transaction, and for obtaining Customer’s consent to this Policy before carrying out any Customer Information processing activities in accordance with applicable law. By tapping the “Consent” box on VNPT’s service websites (web pages) or applications where this Policy is publicly displayed; or by signing a contract with VNPT that references and attaches this Policy; or through any other consent mechanisms implemented by VNPT from time to time, Customer confirms that you have carefully read, fully understood, and agree to this Policy.

Article 1. Definitions and Abbreviations

Within the scope of this Policy, the terms below shall be understood and interpreted as follows:

1. VNPT means Vietnam Posts and Telecommunications Group and its affiliated units.

2. Customer means an individual or the lawful representative of an individual or organization who provides Customer Information to VNPT when searching for, accessing, purchasing, registering for, or using VNPT’s products and services.

3. VNPT Products and Services means any products or services provided by VNPT and/or provided in cooperation with its partners, which are searched for, accessed, purchased, registered for, or used by Customer.

4. Customer Information includes (i) personal data as defined under applicable laws on personal data protection, and (ii) information relating to the Customer’s purchase and use of products and services, as well as other information related to transactions between Customer and VNPT.

Article 2. Processing of Customer Information

1. VNPT shall notify Customer of this Policy and obtaining Customer’s consent before carrying out any Customer Information processing. Customer Information is collected and processed from the following sources:

a) When Customer or their lawful representative contacts VNPT to request consultation on VNPT Products and Services or expresses interest in such products and services;
b) When Customer uses, enters into a contract for, registers for, or purchases VNPT Products and Services;
c) When Customer accesses and/or registers an account on VNPT’s service websites/applications;
d) When Customer voluntarily provides Customer Information to VNPT through channels such as websites/applications, meetings, events, seminars, conferences, social networks, dialogue or survey programs organized, sponsored, or attended by VNPT, and/or from cookies stored on VNPT’s websites/applications, or through communications with VNPT (including mail, telephone, online channels, call centers, or other forms);
e) When Customer of an organization or enterprise authorizes such organization or enterprise to share Customer Information with VNPT;
f) When Customer is a customer of an organization or enterprise in which VNPT invests or holds shares, or of an organization or enterprise that cooperates with VNPT in providing products or services;
g) When requested by competent state authorities;
h) When VNPT carries out activities for the purposes of Customer Information processing as set out in Article 3 of this Policy;
i) Other cases as provided by applicable law.

2. Customer personal data processed by VNPT (hereinafter referred to as “Personal Data”) includes:

2.1. Basic personal data:

a) Full name at birth and other names (if any);
b) Date, month, and year of birth; date, month, and year of death or disappearance;
c) Gender;
d) Place of birth, place of birth registration, permanent residence, temporary residence, current residence, hometown, and contact address;
e) Nationality;
f) Personal images;
g) Phone number, personal identification number, passport number, driver’s license number, and vehicle plate number;
h) Family relationship information (parents, children, spouse);
i) Information on personal digital accounts and data generated during the use of products and services;
j) IP address information, identifying cookies, and device identifiers;
k) Any other information associated with or capable of identifying a specific individual.

2.2. Sensitive personal data:

a) Biometric and genetic data;
b) Username and password of electronic identification accounts; images of ID card, citizen identification card, or national ID card;
c) Customer telecommunications account information;
d) Bank account login credentials, bank card information, transaction history, financial and credit information, and transaction data related to payment intermediary services;
e) Behavioral data and usage data relating to telecommunications services, social networks, online communication services, and other online services;
f) Location data of an individual derived from location-based services;
g) Other personal data classified by law as confidential or requiring enhanced protection measures.

2.3. VNPT shall inform Customer of the Customer Information which is mandatory to provide (“Mandatory Customer Information”) and the Customer Information which may be optionally provided at Customer’s choice (“Optional Customer Information”) at the time Customer contacts, communicates with, registers with, or enters into a contract with VNPT. Mandatory Customer Information means Customer Information that VNPT is required to collect under applicable law, or information that VNPT must necessarily use in order to provide part or all of VNPT’s Products and Services as requested by Customer. Optional Customer Information means Customer Information collected by VNPT to improve customer experience, predict consumer behavior, or conduct service market research. Failure to provide Optional Customer Information will not affect the provision of VNPT’s Products and Services as requested by Customer.

If Mandatory Customer Information is not provided to VNPT, Customer may be unable to use VNPT’s Products and Services. In such cases, VNPT may refuse to provide the relevant products or services to Customer without any obligation to pay compensation and/or penalties (except where such failure is due to VNPT’s fault or otherwise required by applicable law).

2.4. VNPT may, either directly or through authorization or outsourcing to third parties, conduct the processing of Customer Information, provided that such processing ensures the safety and security of Customer Information according to applicable law. Where VNPT authorizes or engages a third party to process Customer Information, Customer consent shall be required, except in the cases specified in Clause 1 Article 4 of this Policy. Such authorization or outsourcing must be made in writing and clearly set out each party’s scope of and responsibilities in protecting Customer Information according to applicable law. Where Customer conducts transactions through a third party, such third party shall be responsible for protecting Customer Information in accordance with applicable law.

Article 3. Purposes of Processing Customer Information

1. VNPT is permitted to process Customer Information in the following cases (“Mandatory Purposes”):

a) To provide VNPT Products and Services as requested by Customer, and only within the scope of information to which Customer has consented (pursuant to Article 18.3(b) of the 2023 Law on Consumer Rights Protection), including:

Verifying the accuracy and completeness of information provided by Customer in accordance with applicable law; identifying or authenticating Customer and performing customer verification procedures; processing registration for VNPT Products and Services;
Reviewing Customer applications and assessing eligibility to use VNPT Products and Services. VNPT may use scoring methods, set credit thresholds, and check Customer’s usage history of VNPT Products and Services to assess and manage credit risk, and to ensure payment capability and other related obligations throughout the service provision period;
Performing Customer’s rights and obligations under applicable law and contracts between Customer and VNPT;
Notifying Customer of network impact plans related to VNPT Products and Services;
Managing Customer accounts and loyalty programs;
Receiving and settling Customer requests, complaints, and claims; and sending surveys to assess Customer satisfaction with product/service quality or VNPT’s complaint settlement process;
Contacting Customer for consultation, information exchange, handling requests or complaints, and delivering invoices, statements, reports, or other related documents via various channels (e.g., email, chat), as well as responding to Customer inquiries. Contacting Customer (or parties designated by Customer) to provide information related to the use of VNPT Products and Services;
Evaluating business performance of internal units; operating internal management systems, performance evaluation systems, and monitoring systems for business activities;
Preparing documents for bidding participation or invitations to tender; preparing reports, statistics, and internal data analysis for research, development, management, measurement, improvement of products/services, and business operations;
Assessing Customer’s likelihood of purchasing or using VNPT Products and Services based on telecommunications credit scoring to better support service provision;
Providing information requested by Customer or that VNPT reasonably believes may be useful to Customer, including information about VNPT Products and Services as permitted by law;
Improving technology and user interfaces of websites/applications to optimize Customer experience;
Detecting and preventing fraud, deception, cyberattacks, unauthorized access or appropriation, and other unlawful activities.

b) To fulfill obligations according to applicable laws (pursuant to Article 18.3(c) of the 2023 Law on Consumer Rights Protection), including:

Fulfilling VNPT’s legal obligations and responding to requests from competent state authorities, such as inspections, audits, reporting, finance, accounting, taxation, risk management, anti–money laundering, and counter-terrorism financing;
Detecting and preventing violations of law as required by competent state authorities and/or applicable laws;
Processing Customer Information on an urgent basis where necessary to protect the life, health, honor, dignity, rights, or lawful interests of data subjects or others; or to protect legitimate rights and interests of VNPT, other persons, or the State, organizations, and agencies against infringements.
Settling emergency situations, threats to national security even if they have not been officially declared as emergencies; preventing and combating riots, terrorism, crimes, and other illegal activities;
Carrying out agreements between the data subject and relevant organizations or individuals in accordance with applicable law;
Disclosing Customer Information as required by law; and complying with the legal obligations of telecommunications, broadcasting, payment intermediary, and mobile money service providers.

2. Except as provided in Clause 1 of this Article, VNPT shall notify Customer and obtain Customer’s consent prior to processing Customer Information for the purposes listed below (hereinafter referred to as the “Optional Purposes”). Any Customer Information collected, updated, or supplemented shall be relevant to and limited within the scope and purposes of processing set out in this Policy.

a. Purposes of business provision of personal data processing services (including but not limited to credit scoring, credit rating, credit information assessment, and creditworthiness evaluation), data products and services, authentication services, and identification services.
b. Purposes of business provision of advertising services, marketing services, market research services, opinion polling services, and brokerage services. For marketing services, the methods, forms, and frequency of product introduction shall comply with applicable personal data protection laws.
c. Using Customer personal data for research and development of machine learning algorithms, artificial intelligence systems, and other automated systems, and/or for processing personal data using blockchain technology, artificial intelligence, and big data analytics for the research and development of products, services, applications, or systems.
d. Organizing promotional programs, product introductions, and trade promotion activities related to goods, products, and services provided by VNPT to the Customer, including activities that use Customer Information for advertising and marketing purposes such as promotions, research, surveys, news updates, information updates, events, prize-based contests, distribution of related rewards, as well as advertisements and related content about VNPT Products and Services.

3. VNPT shall not carry out the purchase or sale of Customer Information in any form.

Article 4. Scope of Customer Information Usage

1. VNPT is allowed to share Customer Information with the organizations and individuals as below for the purposes set out in this Policy (“Mandatory Scope of Use”), as follows:

a) Sharing information with third-party service providers to VNPT or business partners under business cooperation agreements for the development of VNPT Product and Service, where the parties have entered into a written agreement requiring the third party to protect Customer Information (pursuant to Article 18.4(a) of the 2023 Law on Consumer Rights Protection). For example, VNPT may engage and/or cooperate with other companies and individuals to execute certain tasks and programs, such as advertising and promotional programs for Customer, market research, analysis and product development, strategic consulting, and billing collection services. These third-party service providers and/or partners may access, collect, use, and process Customer Information within the scope agreed by Customer and authorized by VNPT to fulfill their functions, and must comply with applicable laws on Customer Information protection as Data Processors. A written data processing agreement shall be executed, clearly defining the scope, purposes, types of Customer Information shared, the rights and obligations of the parties, and the responsibilities of the data processor in protecting Customer Information.
b) Sharing information with telecommunications enterprises that have entered into written agreements with VNPT on the exchange and provision of subscriber information and information on users’ telecommunications service usage for billing and invoicing purposes (pursuant to Article 6.4(b) of the 2023 Telecommunications Law);
c) Providing telecommunications subscriber information of users who evade payment obligations for telecommunications services in accordance with applicable law (pursuant to Article 6.4(c) of the 2023 Telecommunications Law);
d) When required by competent state authorities in accordance with applicable law.

2. Except for the entities specified in Clause 1 of this Article, any sharing of Customer Information with any other third party shall require Customer’s consent (“Optional Scope of Use”).

Article 5. Rights of Customer

1. Right to be Informed and Right to Consent

Customer has the right to be informed about the processing of their Customer Information, unless otherwise provided by law.

Customer has the right to agree or disagree with the terms and conditions of this Policy through methods instructed by VNPT via channels such as SMS messages, phone calls, checkboxes on service websites/applications, or by contacting VNPT’s customer care hotline, in accordance with applicable law. VNPT shall only process Customer Information upon obtaining Customer’s consent, unless otherwise required by law.

2. Right to View and Request Provision of Customer Information

Customer has the right to access VNPT’s service applications/websites and/or contact VNPT directly to view, edit, or extract their Customer Information, unless otherwise provided by law.

Where Customer is unable to access to view, edit, or extract Customer Information, or encounters difficulties in doing so, Customer may contact VNPT for prompt assistance.

3. Right to Edit or Request Correction of Personal Data

Customer has the right to view and edit their Customer Information, provided that such edit does not violate any applicable laws. Where Customer is unable to amend Customer Information, or encounters difficulties in doing so, Customer may contact VNPT for prompt assistance.

4. Right to Object, Restrict, and Withdraw Consent for Data Processing

a) Customer has the right to object to, request the restriction of, or withdraw consent for the processing of Customer Information where there are concerns regarding the scope or purposes of personal data processing or the accuracy of such data, unless otherwise provided by law. However, objection to, restriction of, or withdrawal of consent in relation to Mandatory Customer Information as set out in Article 2, or processing for the Mandatory Purposes specified in Clause 1, Article 3 of this Policy, or the Mandatory Scope of Use specified in Clause 1, Article 4 of this Policy, may result in VNPT being unable to provide its products and services to Customer. In such cases, VNPT may consider suspending service provision or unilaterally terminating the contract without having to compensate Customer, as the conditions for contract performance have changed (except where caused by VNPT’s fault).

b) Where Customer wishes to object to, restrict, or withdraw consent for the processing of Customer Information for the Optional Purposes set out in Clause 2, Article 3 of this Policy, or for Optional Customer Information, or for the Optional Scope of Use set out in Clause 2, Article 4, Customer shall follow VNPT’s instructions at the time Customer Information is collected or contact VNPT using the contact details provided in this Policy. If Customer no longer wishes to receive notifications from VNPT’s service applications, Customer may adjust notification settings within the application or on their device.

5. Right to Delete Customer Information

Customer has the right to request VNPT to delete their Customer Information, provided that such request complies with applicable laws and does not fall within cases where VNPT is required to store information according to legal regulations.

However, a request to delete Customer Information that is mandatorily required under law may cause VNPT to be unable to provide products and services to the Customer. It means VNPT may unilaterally terminate the contract without having to compensate Customer, as the conditions for contract performance have changed (except in cases due to VNPT’s fault or as otherwise stipulated by law).

6. Right to Lodge Complaint, Make Denunciation, or Initiate Legal Proceeding

Customer has the right to lodge complaints, make denunciations, or initiate legal proceedings according to the applicable laws.

7. Right to Claim Compensation for Damages

The Customer has the right to claim compensation for damages in accordance with applicable laws where violations relating to the protection of their Customer Information occur, unless otherwise agreed by the parties or otherwise provided by law.

8. Right to Request Protection Measures

The Customer has the right to request competent authorities or relevant organizations, entities, or individuals involved in personal data processing to implement measures and solutions to protect their personal data under applicable laws.

Article 6. Obligations of Customer

Customer shall be responsible for protecting their Customer Information as follows:

1. Protect their own personal data;
2. Proactively implement measures to protect, manage, and safely use their accounts and personal technological devices (including devices such as smartphones, computers, tablets, laptops) by logging out of accounts after use, setting a strong password, and keeping their login credentials and password confidential. The aforementioned measures for protecting and managing the safe use of accounts and mobile devices help prevent unauthorized access to the Customer’s account. VNPT shall not be liable for any damages incurred by the Customer in cases where the Customer’s password is disclosed, lost, or stolen, resulting in unauthorized access to the account; or where any activities on the Customer’s account are performed on a lost or misplaced mobile device leading to unauthorized use of the service; or where VNPT’s system is unlawfully breached by a third party despite VNPT having fully implemented measures to protect the system (except in cases caused by VNPT’s fault);
3. Once this Policy has been accepted, Customer shall be responsible for providing and updating their Customer Information fully and accurately in accordance with applicable laws and with the contract or when consenting to the processing of their personal data. Customer shall also promptly notify VNPT upon discovering any violation of Customer Information protection regulations.
4. The Customer is responsible for respecting the Customer Information of other data subjects and complying with applicable laws on the protection of Customer Information, as well as participating in efforts to prevent and combat any activities that infringe upon Customer Information.

Article 7. Principles for Exercising Customer’s Rights and Obligations

1. When exercising their rights and obligations, Customer must comply with the following principles:

a) Compliance with applicable laws and contractual obligations. The exercise of the Customer’s rights and obligations must aim to protect the Customer’s own legitimate rights and interests;
b) Not causing any obstruction or hindrance to the exercise of legal rights and obligations of VNPT and other parties as prescribed by the Law on Personal Data Protection;
c) Not infringing upon the legitimate rights and interests of the State, regulatory authorities, organizations, or other individuals.

2. In cases where the Customer exercises the rights set out in Article 5 of this Policy but fails to comply with the principles stated in Clause 1 of this Article, or does not follow VNPT’s procedures or instructions from time to time, VNPT may refuse to fulfill the Customer’s requests until the Customer fully meets the conditions above.

Article 8. Processing of Personal Data of Customer Under 16 Years Old

1. For individual customer aged from 7 (seven) to under 16 (sixteen) years old (“Child Customers”), VNPT shall verify the Customer’s age before processing their Customer Information.

2. In cases where Child Customers purchase, register for, or use VNPT Products and Services, VNPT will obtain consent through the Child Customer’s parent or legal guardian. The parent or legal guardian shall provide confirmation of consent regarding the processing of the Child Customer’s personal data, except where otherwise required by law.

Article 9. Customer Information Storage

1. Storage location of Customer Information: To the extent permitted by law, VNPT may store Customer Information in Vietnam or abroad, including on cloud computing storage solutions. VNPT shall apply data security standards in accordance with applicable laws and regulations.

2. Storage duration of Customer Information: Unless otherwise required by law, VNPT shall retain Customer Information only for fulfilling the Mandatory Purposes (and Optional Purposes where Customer has given consent) as specified in this Policy.

Article 10. VNPT’s Obligations and Measures to Protect Customer Information

1. Customer Information is committed to be kept confidential in accordance with applicable laws and this Policy. VNPT may use technology to process Customer Information and shall implement appropriate protection measures in compliance with applicable laws, including measures to prevent the following actions:

a) Unauthorized theft or access to information;
b) Unauthorized use of information;
c) Unauthorized edit, update, or deletion of information.

2. VNPT will apply physical, electronic, and administrative measures to protect Customer Information, including:

a) VNPT’s official website servers and all information systems containing Customer Information are protected by security measures and technologies such as firewalls, encryption, and intrusion prevention systems. VNPT also implements personnel control measures and establishes inspection, assessment, and audit procedures to prevent violations of Customer Information protection regulations.
b) VNPT shall take all necessary measures to ensure that Customer Information is processed only for the notified purposes and as consented by Customer. VNPT shall comply with applicable legal requirements relating to the processing of Customer Information at any time.

3. VNPT shall process the Customer’s requests related to Customer Information, provided that such requests comply with applicable laws and with VNPT’s procedures and instructions as issued from time to time.

4. In the event that the information system is attacked, giving rise to risks to the safety or security of Customer Information, VNPT or the relevant data storage service provider shall notify the competent state authorities within the time limit prescribed by law and implement necessary measures to ensure the safety and security of Customer Information in accordance with law on cybersecurity, network information security, electronic transactions, and other relevant legal provisions.

5. Other obligations as prescribed by applicable law and this Policy.

Article 11. Internet Advertising and Third Parties

VNPT’s service websites/applications may include third-party advertisements and links to other service websites/applications. Third-party advertising partners may collect information about Customer when Customer interacts with their content, advertisements, or services. All access to and use of third-party links or websites are not governed by this Policy, but are instead governed by the privacy policies of those third parties.

Article 12. Governing Law

This Policy is drafted and governed by the laws of Vietnam.

Article 13. Language

This Policy is originally made in the Vietnamese language. Any its translation is solely for reference. In the event of any inconsistency between different language version, the Vietnamese version shall prevail.

Article 14. Contact Information

If Customer has any questions regarding this Policy or wishes to exercise Customer’s rights in relation to Customer Information, please contact VNPT through the following methods and information:

1. Contact Call Center provided on VNPT’s official service websites/applications from time to time.
2. Contact in person at VNPT’s transaction points nationwide.
3. Other contact methods such as Live Chat (online chat software), VNPT’s official fanpage, or customer support email, as made available to the Customer at any time.

Confirmation of Consent for Customer Information Processing Purposes

By ticking the boxes below, Customer confirms consent for VNPT to process Customer Information for the purposes as follow:

🗹 Provide VNPT’s products and services
(Providing VNPT Products and Services as requested by Customer, and only within the scope of information to which Customer has consented)
🗹 Fulfilling obligations according to applicable laws
☐ Carrying out business of products, services on personal data
(Purposes of business provision of personal data processing services (including but not limited to credit scoring, credit rating, credit information assessment, and creditworthiness evaluation), data products and services, authentication services, and identification services)
☐ Carrying out business in advertising, marketing, market research, opinion polling and brokerage services
(Purposes of business provision of advertising services, marketing services, market research services, opinion polling services, and brokerage services)
☐ Carrying out research and development activities
(Using Customer personal data for research and development of machine learning algorithms, artificial intelligence systems, and other automated systems, and/or for processing personal data using blockchain technology, artificial intelligence, and big data analytics for the research and development of products, services, applications, or systems)
☐ Advertising and introducing VNPT’s products, goods, and services
(Organizing promotional programs, product introductions, and trade promotion activities related to goods, products, and services provided by VNPT to the Customer, including activities that use Customer Information for advertising and marketing purposes such as promotions, research, surveys, news updates, information updates, events, prize-based contests, distribution of related rewards, as well as advertisements and related content about VNPT Products and Services)
☐ Sharing Customer information with third parties as permitted by law and for the purposes set forth above