TERMS OF SERVICE

2.1 Eligibility Requirements

Customers must meet the following conditions to use the Services:

• You must be 18 years old or older, or have parental/guardian consent if under 18
• You must have the legal capacity to enter into a contract
• You must provide accurate and complete information upon registration
• You accept all contents of these Terms of Service

2.2 Prohibited Conduct

You COMMIT NOT to engage in the following conduct:

• Use the service for illegal or harmful purposes
• Attack, hack, or damage the website/application
• Use automated tools (bots, crawlers) to extract data
• Spam, distribute malware, or spyware
• Engage in harassment, threats, insults, or defamation
• Provide false or misleading information or commit fraud
• Violate copyright or intellectual property rights
• Log in using someone else's account
• Share passwords or sell/transfer your account

2.3 Customer Responsibilities

• Protect your password and do not share it with others
• Take responsibility for all account activities
• Update your personal information promptly when changes occur
• Comply with all applicable laws and regulations
• Accept all risks associated with internet use

3.1 Booking Process

1. Customer selects a product/service and enters information
2. We send an order confirmation via email
3. Customer processes payment
4. After payment confirmation, the order is officially created
5. We send proof/tickets via email or SMS

3.2 Pricing

Prices are displayed in Vietnamese Dong (VND) and include VAT (if applicable). Prices are subject to change without notice. The price applied is that at the time of payment. Any additional fees (service fees, processing fees) will be clearly displayed before payment.

3.3 Payment Methods

• Credit Card (Visa, Mastercard, JCB)
• Debit Card
• Bank Transfer
• Digital Wallets (Momo, ZaloPay, etc.)
• Counter Payment
• Other payment methods announced on the Website

3.4 Transaction Review & Confirmation Process

Customers MUST complete the following review and confirmation steps before finalizing a transaction:

We provide a clear interface with these 3 confirmation steps to ensure you have a full opportunity to review, supplement, and modify transaction information before submitting your contract proposal.

3.5 Payment Information Security Policy

4.1 Cancellation Policy

4.2 Cancellation Process

1. Customer sends cancellation request via email or live chat
2. We confirm and calculate any cancellation fees (if applicable)
3. Refund will be transferred to the original payment method within 3-5 business days
4. Tickets/vouchers will be cancelled or reissued

4.3 Automatic Refunds

We will automatically refund (100%) in the following cases:

• Service is cancelled due to our error
• Customer is overcharged (incorrect billing)
• Customer used an invalid discount code
• Payment is duplicated

5.1 Content Copyright

All Content (images, videos, text, logos) on the Website/Application is owned by Us or licensed partners. You may not:

• Copy, download, publish, or modify Content
• Use Content for commercial purposes
• Remove copyright or legal notices
• License to others

5.2 Customer Content

If you upload content (comments, photos, videos) to the Website/Application, you:

• Guarantee you own the copyright or have the right to use it
• Grant Us unlimited rights to use the content (royalty-free)
• Bear legal responsibility if you violate copyright
• We have the right to remove inappropriate content

8.1 If Violations Are Detected

If we detect that you violate these Terms, we have the right to:

• Warn the Customer
• Temporarily lock/disable the account
• Remove violating Content
• Permanently ban the account
• Demand compensation for damages
• Submit the matter to law enforcement

8.2 Complaint Resolution Process

1. Customer sends detailed complaint via email
2. We confirm receipt of complaint within 24 hours
3. We investigate and respond within 5-7 business days
4. If unsatisfied, both parties negotiate further
5. If still unresolved, request court settlement

10.1 Information About Participating Parties

10.2 Transaction Methods

10.3 Validity Conditions of Electronic Transactions

According to Decree 85/2021/NĐ-CP, an electronic transaction is considered valid when:

• Parties have legal capacity: Customer must be 18 years or older or have parental/guardian consent if under 18
• Consensus: Customer freely and voluntarily chooses to use the service
• Legal content: Transaction does not violate Vietnamese law
• Valid form: Transaction is conducted through methods provided by the Company on the website/application
• Order confirmation: Customer receives confirmation from the Company via email or SMS

10.4 Rights and Obligations of Parties in Electronic Transactions

10.5 Identity Verification and Information Security

The Company uses advanced security technologies to verify customer identity and protect information during transactions. Customers are responsible for:

• Providing accurate identification information (ID card, passport if needed)
• Keeping passwords, OTPs, and verification codes confidential
• Not sharing payment information with others
• Reporting immediately if suspicious account activity is detected

11.1 Ticket Delivery Method

11.2 Ticket Delivery Time

The Company is committed to sending electronic tickets to customers within the following timeframes:

• Credit Card / Digital Wallet Payment: Within 30 minutes of successful payment
• Bank Transfer: Within 1-2 business hours after payment confirmation
• Counter Payment: Within 1 hour after completing payment
• Expedited Booking: Within 15 minutes after successful payment

Note: Ticket delivery time is Monday to Saturday, 8:00 - 20:00 and Sunday 8:00 - 18:00 (Hanoi Time). Orders placed outside business hours will be processed during the next business hours.

11.3 Ticket Confirmation and Preservation

11.4 Lost Tickets or Not Received

If a customer does not receive a ticket or the ticket is lost:

1. Contact the Company immediately via email support@nanotravel.vn or hotline +84 (0)236 3769479
2. Provide booking information (ticket code, customer name, booking email)
3. The Company will check and resend the ticket within 30 minutes
4. If the ticket is lost after partial use, the customer must contact the service usage point for proof

11.5 Request for Printed Tickets

Customers can request the Company to issue printed tickets (if needed) with the following conditions:

• Printing fee: 50,000 VND / ticket set (if not included in service package)
• Request must be sent 48 hours before the service usage date
• Printed tickets will be sent via express delivery (shipping fee paid by customer or included)
• Printed tickets have the same validity as electronic tickets

11.6 Company Responsibility for Electronic Tickets

The Company is not responsible in the following cases:

• Ticket not received due to incorrect customer email or phone number
• Ticket deleted/lost due to customer error (deleted email, deleted message, etc.)
• Ticket cannot be used due to third-party internet service provider technical error
• Ticket forged or used by someone other than the customer who booked
• Customer did not activate the ticket within the specified timeframe

11.7 Ticket Change/Cancellation Policy

Ticket changes or cancellations follow the Company's cancellation policy (see Section 4 - Cancellation and Refunds). When canceling tickets, customers may:

• Receive refund or credit for the next ticket booking depending on policy
• Request changes to service usage date/time (depending on service type)
• Make changes via website/application or contact the Company

12.1 Changes to Terms

We reserve the right to change these Terms at any time. Changes will be posted on the Website. Continuing to use the Services after changes are made constitutes your acceptance of those changes.

12.2 Entire Agreement

These Terms combined with our Privacy Policy constitute the entire agreement between us. If any part is found invalid, the remaining parts remain in effect.

12.3 No Waiver of Rights

Our failure to exercise any right does not constitute a waiver of that right.

12.4 Acceptance Confirmation

By using the Website, Application, or Services, you confirm that you have read, understood, and fully agree to all these Terms of Service.