TERMS AND CONDITIONS OF USING VNPAY E-WALLET SERVICES
The terms and conditions for using VNPAY E-wallet service have been issued, announced, and applied from 11/05/2023 and have an updated value, replacing the previous terms and conditions for using VNPAY E-wallet service previously published by VNPAY Solutions Joint Stock Company on the website https://vivnpay.vn and the VNPAY Wallet application.
The Privacy Policy is an integral part of these terms and conditions for using VNPAY E-wallet service.
By registering for VNPAY E-wallet service, organizations and individuals are considered to have accepted and committed to comply with the following terms and conditions:
Article 1: Interpretation of terms and abbreviations
1. VNPAY means Vietnam Payment Solution Joint Stock Company.
2. E -wallet stands for VNPAY E-wallet.; a designated account based on the information provided by the Customer during the registration of the E-Wallet Service, created by VNPAY on the E-Wallet System for Customers to use for depositing, withdrawing, transferring funds, and conducting payment transactions.
3. ĐKĐK stands for the terms and conditions for using VNPAY E-wallet service.
4. Customer: Individuals or organizations registered to use the E-wallet Service and provided with the E-wallet by VNPAY for usage.
5. E-Wallet System: The system operating the E-Wallet Service and supporting software such as the E-Wallet Application and Electronic Information Page.
6. E-Wallet Service: The E-wallet service licensed by the State Bank of Vietnam and provided by VNPAY under the VNPAY Wallet brand.
7. E-Wallet Application: Software product for Customers in the form of a mobile application or electronic information page (website) for using the E-Wallet Service and other services provided by VNPAY and/or its partners, including but not limited to payment from the Customer’s bank account/E-Wallet ordering goods and services, and bill inquiries.
8. E-Wallet Application Account: An electronic account created by VNPAY on the E-Wallet System based on the Customer’s request, provided to the Customer through the E-Wallet Application for accessing, managing, and using the E-Wallet Service and other services provided by VNPAY and/or its partners.
9. Deposit: A utility of the E-Wallet Service that allows Customers to deposit funds into the E-Wallet from their linked payment account/debit card.
10. Withdrawal: A utility of the E-Wallet Service that allows Customers to withdraw funds from the E-Wallet to their linked payment account/debit card.
11. Transfer: A utility of the E-Wallet Service that allows Customers to transfer money from their E-Wallet to one or more other E-Wallets.
12. Payment means a form of using E-wallet services provided by VNPAY to Customers, allowing them to use E-wallet application to pay for legally traded goods and services
13. Website: The website with the address https://vivnpay.vn/ and other websites owned by VNPAY and/or another address notified by VNPAY to the Customer at different times.
14. Authentication Method: Measures used by VNPAY to authenticate Customers when they log into the E-wallet Application Account and use the products, services, and utilities provided on the E-Wallet Application or during the process of linking the E-wallet with banks or other links and services deemed necessary and appropriate by VNPAY in compliance with legal regulations to ensure the Customer’s legal rights and interests. These measures include but are not limited to passwords, PIN, SMS OTP, soft OTP, biometrics, etc., in accordance with practical needs during different periods.
PIN (Personal Identification Number): A personal identification number set by the Customer to authenticate transactions.
OTP (One Time Password): A one-time password generated by the system and sent to the Customer for transaction authentication purposes.
SMS OTP: OTP sent via SMS to the Customer’s registered phone number with VNPAY.
Soft OTP: OTP code integrated with the E-Wallet Application to randomly generate OTP over time.
15. Parties: Refers to VNPAY and the Customer.
16. Working Day: Monday to Friday, excluding holidays, weekends, and public holidays as stipulated by law.
Article 2: Description of E-wallet Service
1. VNPAY provides the E-Wallet Service through the E-wallet Application: Customers need to log in to their E-wallet Application Account on the E-wallet Application to access, use, and manage their E-wallet.
2. VNPAY establishes transaction limits and balance limits for E-wallet according to its service business policy, in compliance with the regulations of banks, switching organizations, and applicable laws. VNPAY has the right to change and adjust the transaction limits and balance limits of E-wallet, as notified by VNPAY from time to time, in accordance with the regulations of banks, switching organizations, and applicable laws.
3. Depending on VNPAY’s regulations at different periods and the choices made by customers at each moment, customers may use/register for additional features associated with the E-wallet Service provided by VNPAY and/or its supplying partners. When using/registering for these features, customers commit to comply with VNPAY’s regulations regarding the registration and use of the corresponding features in Part B of the VDP Terms and Conditions.
4. VNPAY may apply service fees for the registration and use of the E-wallet Service. The fee schedule is publicly announced on the VNPAY Electronic Information Page and may be adjusted or changed by VNPAY, as notified by VNPAY from time to time, in compliance with applicable laws.
5. Customers are provided with a detailed transaction statement of their E-wallet in electronic format on the E-wallet Application through the notification screen, wallet information, and transaction history. In case customers request a detailed transaction statement in paper format, VNPAY will provide it upon the customer’s written request, provided that the request is made within a period not exceeding 1 year from the date VNPAY receives the request, and a fee may be applied.
6. VNPAY notifies customers of their E-wallet balance through the E-wallet Application and/or other means as notified by VNPAY at different periods.
Article 3: Opening and Using E-wallet
1. To open a E-wallet account for customers, VNPAY will collect information and documents for E-wallet opening in accordance with legal regulations and VNPAY’s provisions at each period, specifically:
a. Information and documents for E-wallet opening
(i) For individuals:
E-WALLET opening documents: Valid identification documents such as “ID card” / “Citizen identification card” / “Passport”; photo of the individual opening E-WALLET; Personal information for E-WALLET opening: full name; date, month, year of birth; nationality; customer’s phone number; occupation, position; ID card / Citizen identification card / Passport number, date and place of issuance (except for non-citizens); residential address; entry visa (if any); information of the individual’s representative (if any); customer’s email address.
(ii) For organizations:
E-wallet opening documents: One of the legal establishments and operation documents for organizations such as the decision of establishment, business registration certificate, or other documents according to legal regulations; documents proving the representative status of the legal representative or authorized representative of the organization opening E-WALLET, along with the valid ID card / Citizen identification card / Passport of the corresponding individual.
Organization’s information for E-WALLET opening: full and abbreviated trading name; head office address; transaction address; enterprise identification number and tax identification number (if the organization has a tax identification number different from the enterprise identification number); customer’s contact phone number/phone number used by the customer for registration and use of E-wallet services; fax number, website (if any); fields of operation, business; information about the founder/legal representative according to the law/Director or General Director/Chief Accountant or person in charge of accounting (if any), similar to the information required for individuals opening E-wallet.
(iii) The above-mentioned E-wallet opening information may be collected by VNPAY from legitimate documents provided by customers or through information disclosed from legitimate databases about customers or requested by customers in specific cases according to VNPAY’s risk classification policy, customer classification policy at each period.
(iv) VNPAY collects E-WALLET opening documents in the form of originals or copies or scans from the original document or other forms according to VNPAY’s internal regulations at each period.
b. The email address used for registering and using E-Wallet services is a valid, activated, operational address, and the customer has the right to access and legally use it.
c. The phone number used for registering and using E-Wallet services is a valid, activated, operational number, and the customer has full ownership rights, legal access, and legitimate use of this number.
2. VNPAY may collect information and verify customer information through other organizations or individuals who have or have had a relationship with the customer, or through authorized regulatory authorities and state agencies to verify customer information.
3. The customer warrants that they have the legal capacity and civil conduct capacity in accordance with legal regulations to open and use E-Wallet.
4. The customer agrees to receive information, advertising messages about E-Wallet services, and related products, services, and programs from VNPAY through the registered email address and phone number.
5. Unless otherwise provided by law, the customer must link their E-Wallet to their payment account or debit card at a bank before using E-Wallet services. The customer can link their E-WALLET to one or more Vietnamese currency payment accounts or debit cards opened by the customer at a bank that cooperates or links with VNPAY.
6. The customer can deposit money into the E-Wallet from their payment account or debit card at a bank and receive money from other E-Wallet opened by VNPAY. The customer can use the E-Wallet balance for purposes such as payment for legal goods and services, transferring money to other E-Wallets, withdrawing money to the payment account or debit card at the bank, or other forms of use as instructed and publicly announced by VNPAY at each time.
Article 4: Lock, Blockade, Close E-wallet account
1. Temporary Lock of E-wallet account
a. Customers cannot use E-wallet for Payment/Transfer/Withdrawal and/or cannot use all or part of the features of the E-wallet (as defined by VNPAY in each period) during the period when the Customer’s E-wallet is temporarily locked.
b. VNPAY is entitled to temporarily lock the E – wallet account in the following cases:
(i) Upon a valid request from the Customer or the Customer’s legal representative;
(ii) In accordance with a prior written agreement between the Customer and VNPAY;
(iii) VNPAY has grounds to suspect that the E – wallet account has signs of fraud, forgery, or the Customer’s digital wallet is used for unauthorized transactions according to VNPAY’s regulations and/or laws;
(iv) The Customer has not provided complete information or documentation for opening the digital wallet account, or the Customer has failed to update the information or documentation for opening the E-wallet account as required by VNPAY;
(v) Disputes, reconciliation, or complaints related to the E-wallet;
(vi) Other cases as stipulated by VNPAY and in compliance with the legal provisions in each period.
c. Depending on the reason for the temporary lock of the digital wallet, the cancellation of the temporary lock will be carried out upon the occurrence of the corresponding events as follows:
(i) A valid request from the Customer or the Customer’s legal representative;
(ii) In accordance with a prior written agreement between the Customer or the Customer’s legal representative and VNPAY;
(iii) Verification results confirm that the Customer’s digital wallet account does not show signs of fraud, forgery, or any transactions violating VNPAY’s regulations and/or laws;
(iv) The Customer provides complete information or documentation for opening E-wallet account, or the Customer updates the information or documentation for opening E-wallet account as required by VNPAY;
(v) Resolution of disputes, reconciliation, or complaints;
(vi) Other cases as stipulated by VNPAY and in compliance with the legal provisions in each period.
d. VNPAY has the right to refuse requests for temporary lock or cancellation of the temporary lock of E-wallet as stipulated in Clause 3, Article 10 of the Terms and Conditions.
2. Blockade E-wallet account:
a. Customers cannot use the amount that is seized in their digital wallet for Payment/Transfer/Withdrawal services during the period when the amount is seized by VNPAY. In the case of partial seizure of the digital wallet, the Customer can still use the amount that is not seized in their digital wallet.
b. VNPAY has the right to seize a portion or the entire balance of the digital wallet in the following cases:
(i) The digital wallet balance is recorded due to mistakes, errors, system malfunctions, or the consequences of unauthorized interference in the Digital Wallet System;
(ii) When there is a decision or written request from the authorized agency in accordance with the law; and/or
(iii) When VNPAY and the Customer agree to seize the Customer’s digital wallet to ensure the Customer’s financial obligations to VNPAY.
(iv) Disputes, inquiries, and complaints related to payment transactions on the VNPAY e-wallet
c. VNPAY will notify the Customer when seizing the Customer’s digital wallet.
d. Depending on the case, the seizure of the digital wallet will be terminated upon the occurrence of one of the following cases:
(i) The end of the seizure period;
(ii) The event that led to the seizure of the digital wallet by VNPAY ends;
(iii) A decision or written request from the authorized agency in accordance with the law;
(iv) Other cases as stipulated by VNPAY and in compliance with the legal provisions.
3. Close E-wallet account:
a. Closure of E-wallet means the termination or permanent removal of access rights to the digital wallet. Customers cannot reuse a closed E-wallet account.
b. VNPAY has the right to close the E-wallet in the following cases:
(i) Upon a valid request from the Customer, and the Customer has fulfilled all the obligations related to the digital wallet as required by VNPAY;
(ii) The Customer is an individual who has died, been declared dead, disappeared, or lost civil legal capacity;
(iii) The Customer is an organization that terminates its operations in accordance with the law;
(iv) The Customer violates the Digital Wallet Service Terms and Conditions;
(v) The digital wallet has no financial transactions (including Deposit/Withdrawal/Transfer to another E-wallet/Receive transfer from another e-wallet/Payment) for a period of 1 (one) years;
(vi) Other cases as stipulated by the law and VNPAY in each period.
c. Procedures for closing the E-wallet upon the Customer’s request:
(i) To request the closure of the E-wallet, the Customer sends a request for closure through one of the following methods:
– Send an email to VNPAY’s email address or call VNPAY’s hotline according to the information stated in Clause 6 of the Digital Wallet Service Terms and Conditions; or
– Select the “Delete Wallet” feature on the Digital Wallet Application: This feature can only be executed when the Customer’s digital wallet has a zero balance and is no longer linked to a payment account/bank card.
(ii) To process the Customer’s request to close the E-wallet, VNPAY will contact the Customer to verify the information. VNPAY will close the E-wallet and the corresponding Digital Wallet Application Account within 5 (five) working days from the date VNPAY contacts the Customer to verify the information. VNPAY will notify the Customer by sending an SMS message to the phone number registered by the Customer when using the E-Wallet Service.
d. VNPAY will notify the Customer before and after completing the closure of the E-wallet in accordance with the legal provisions.
e. VNPAY will refund the remaining amount in the E-wallet to the Customer or the Customer’s legal representative immediately before closing the Customer’s E-wallet, after receiving complete information
Article 5: Review and Complaints
The Customer undertakes not to engage in any of the following actions (“Prohibited Actions”):
a. Engaging in actions that violate the provisions of the Terms and Conditions for Electronic Wallet Services.
b. Engaging in actions that infringe upon VNPAY’s intellectual property rights.
c. Engaging in actions that affect the safety, stability of the E-Wallet System and the rights of other Customers, including but not limited to: initiating multiple transactions within a short period, distributing harmful software that can damage VNPAY’s system and data.
d. Providing incomplete, outdated, dishonest, or inaccurate information to VNPAY regarding the Customer and/or transactions conducted through the E-Wallet.
e. Using the E-Wallet for money laundering, financing terrorism, financing the proliferation of weapons of mass destruction, fraud, deception, giving or receiving bribes, tax evasion, trading, exchanging virtual currencies, exploiting advertising programs, promotions, and other unlawful activities.
f. Buying, selling, renting, leasing, transferring E-Wallets or E-Wallet information, opening E-Wallet accounts on behalf of others.
g. Impersonating or maintaining a fraudulent E-Wallet.
2. If VNPAY has reason to believe that the Customer has engaged in or is capable of engaging in one or more Prohibited Actions, or if continuing to provide services to the Customer may negatively impact the legal rights and interests of VNPAY and/or any third party, VNPAY has the right, but not the obligation, to take measures to protect its legal rights and the interests of related third parties and notify the Customer of the application of these measures, including:
a. Ceasing/suspending/refusing to provide partial or complete services to the Customer.
b. Terminating contracts and/or agreements signed/established with the Customer at the time of discovering the Customer’s engagement in Prohibited Actions.
c. Temporarily blocking/closing the E-Wallet.
d. Sealing off the entire or a portion of the E-Wallet balance that VNPAY has reason to believe is related to the commission of Prohibited Actions and needs to be maintained in its current state to serve VNPAY’s internal investigation and/or the investigation of the competent authority.
e. Providing transaction information and Customer information to the competent authority as prescribed by law.
f. Recovering the rights, benefits, privileges obtained by the Customer from engaging in Prohibited Actions.
g. Denying the Customer’s participation in advertising programs, promotions, benefits implemented by VNPAY and/or its partners.
h. Other measures in accordance with the provisions of the law and documentation as required by VNPAY’s internal regulations.
Article 6: Review and Complaints
1. Methods of receiving review and complaint requests:
Customers can submit their review and complaint requests to VNPAY through one of the following methods:
a. Call the hotline 1900-5555-77 (the hotline is recorded and operates 24/7 in compliance with legal regulations).
b. Visit or send a registered letter to the main office of VNPAY at the following address: 8th Floor, No. 22, Lang Ha Street, Lang Ha Ward, Dong Da District, Hanoi, Vietnam.
c. Send an email to the following address: hotrovnpay@vnpay.vn.
2. Timeframe and procedures for review and complaints
a. To initiate a review or complaint, the customer must fill out the Review and Complaint Request Form according to VNPAY’s prescribed template and send it to VNPAY through one of the aforementioned methods. In cases where the customer requests a review or complaint through the hotline, the customer agrees to provide additional written review and complaint requests via postal mail or email within 3 (three) working days from the time of the hotline call. If the customer authorizes another person to submit the review or complaint request, the customer is responsible for complying with the legal regulations regarding authorization.
b. Customers have the right to review and file complaints within 06 (six) months from the date of the disputed transaction.
c. Customers have the obligation to provide complete and accurate information and documents related to the complaint as required by VNPAY in specific cases.
3. Regulations on handling reviews and complaints
a. VNPAY has the right to refuse to process review and complaint requests from customers who have not fulfilled the procedures outlined in Clause 2 of this article.
b. The maximum processing time for VNPAY to handle review and complaint requests is 45 (forty-five) working days from the date of receiving the initial review and complaint request from the customer. In cases where the outcome of the review and complaint cannot be determined within this timeframe, VNPAY and the customer will agree on an alternative resolution plan within the next 15 (fifteen) working days.
c. During the process of handling review and complaint requests, VNPAY has the right to request additional information, records, and documents from the customer to facilitate the review.
d. In cases where the incident shows signs of criminal activity, VNPAY will notify the competent state authorities in accordance with the provisions of criminal procedural law and report to the State Bank of Vietnam. At the same time, VNPAY will inform the customer in writing about the status of handling the review and complaint request in compliance with legal regulations. If the competent state authorities notify the results of the resolution, which do not involve criminal elements, within 15 (fifteen) working days from the date of the conclusion by the competent state authorities, VNPAY and the customer will agree on a plan to handle the review and complaint results.
Article 7: Force Majeure
1. Force majeure refers to objective events that are unforeseeable and unavoidable, despite the application of necessary measures within the capabilities of VNPAY and/or the Customer, which hinder or prevent the fulfillment of obligations by VNPAY and/or the Customer, including but not limited to: earthquakes, floods, droughts, fires, explosions, epidemics, disasters, natural calamities, wars, terrorism, strikes, bankruptcy, changes in legal regulations or actions by competent authorities, network/Internet transmission errors, system failures, etc. (“Force Majeure”).
2. In the event of Force Majeure, VNPAY will make every effort within its capabilities to overcome or minimize the impact on the Customer resulting from the occurrence of Force Majeure. The Customer agrees to release VNPAY from all liabilities arising from or related to VNPAY’s delay or failure to perform, in whole or in part, its obligations under this Terms and Conditions or any agreement related to the Customer directly affected by Force Majeure.
Article 8: Refund Policy
1. The Customer is entitled to receive refunds to their E-wallet in the following cases:
a. The beneficiary in a money transfer transaction made by Customer requires VNPAY to refund money to Customer’s E-wallet account;
b. When the Customer submits a request for investigation or complaint, and the result of the investigation or complaint confirms that the Customer is eligible for a refund: VNPAY will coordinate with relevant parties to refund the Customer’s E-wallet.
c. Error transaction: is a transaction in which the money is deducted from the balance of Customer’s E-wallet account but is not successfully recorded in the E-wallet System.
2. VNPAY will notify the Customer of the availability of funds in their Payment Account within 5 (five) Business Days from the time the verification results confirm the accuracy of the refund for the Customer. VNPAY does not charge any fees for processing refunds to the Customer.
Article 9: Rights and Responsibilities of the Customer
1. The Customer has the right to request VNPAY to (i) update information, the E-wallet account profile; (ii) provide information related to the E-wallet account profile, and transactions; (iii) resolve disputes and complaints.
2. Unless otherwise specified by VNPAY, the Customer has the right to participate in promotional programs implemented by VNPAY and/or other partners for E-wallet.
3. The Customer is responsible for complying with the provisions in the E-wallet Terms and Conditions, Privacy Policy, and any amendments, supplements, replacements; applicable laws in Vietnam and regulations in the locality where the Customer uses E-wallet Services.
4. The Customer is responsible for providing VNPAY with complete, updated, and accurate information as requested by VNPAY at any given time to use the products, services, and utilities provided on the E-wallet Application and promptly notify VNPAY of any changes to the information previously provided to VNPAY. The Customer warrants that the information, records, and documents provided to VNPAY are truthful, accurate, up-to-date, and is responsible for the information, records, and documents provided to VNPAY.
5. The Customer agrees to be responsible for paying in full and on time all service fees and other amounts payable by the Customer to VNPAY related to the registration and use of E-wallet Services and/or other products, services, and utilities provided by VNPAY.
6. The Customer is responsible for monitoring and reconciling the E-wallet account balance with the transaction history recorded on the VDT Application. If any discrepancies or misuse of the E-wallet balance or E-wallet Application Account are detected, the Customer is responsible for notifying VNPAY and initiating dispute resolution and complaints procedures as stipulated in Article 6.
7. The Customer is responsible for (i) securely storing E-wallet access devices; (ii) safeguarding login information, authentication information, and other identification information related to the E-wallet; (iii) not providing the Authentication Method information to anyone, including VNPAY employees. Any requests arising from the Customer’s E-wallet, including but not limited to Customer authentication steps, transaction authentication, will always be considered the Customer’s request. VNPAY is exempt from liability for any losses or damages incurred by the Customer due to the Customer’s disclosure or leakage of login information, authentication information, and other identification information related to the E-wallet.
8. In the event of suspicion that the Customer’s E-wallet is being misused and/or login information, authentication information, and identification information are disclosed or leaked, the Customer must immediately notify VNPAY and take necessary steps to temporarily lock/close the E-wallet to minimize the Customer’s losses and damages.
9. The Customer is responsible for directly resolving disputes between the Customer and third parties related to the use of E-wallet Services. The Customer agrees to indemnify VNPAY for all damages, losses, and costs that VNPAY may have to bear in the event that VNPAY has to participate in the process of resolving requests, complaints, lawsuits, and legal proceedings between the Customer and third parties related to the Customer’s use of E-wallet, including but not limited to administrative costs, litigation fees, lawyer fees, and travel expenses.
10. The Customer is responsible for cooperating with VNPAY to resolve disputes and complaints regarding the Customer’s use of E-wallet as requested by VNPAY.
11. The Customer is not allowed to transfer all or part of the rights and obligations under the E-wallet Terms and Conditions to any individual or organization unless there is written consent from VNPAY or it is permitted by law.
Article 10: Rights and Responsibilities of VNPAY
1. VNPAY has the right to proactively deduct funds from the Customer’s E-wallet in the following cases:
a. To collect service fees for the E-wallet service; outstanding debts or overdue payments of the Customer to VNPAY, or other amounts as agreed between VNPAY and the Customer.
b. To pay related costs incurred during the use of the Customer’s services, such as the value of invoices for purchased goods/services that the Customer has paid, the amount requested by the Customer to withdraw from the E-wallet account or transfer to another account, etc.
c. To make regular payments as agreed between the Customer and VNPAY.
d. Upon written request from competent authorities.
e. To adjust the recorded items in the Customer’s E-wallet account due to errors, system glitches, or the consequences of unauthorized interference with the E-wallet System.
2. VNPAY has the right to delay the execution of the Customer’s Payment Requests, Money Transfers, or Withdrawal Requests when risks related to violations of legal regulations and/or VNPAY’s provisions are detected, in order to (i) ensure compliance with legal regulations, and (ii) collect additional information and/or verify information to protect VNPAY from potential losses, damages, disputes, complaints, or lawsuits that may arise from fulfilling the Customer’s requests.
3. VNPAY has the right to refuse the Customer’s requests in the following cases:
a. The Customer’s E-wallet does not have sufficient balance and/or is in an inappropriate state to fulfill the requests.
b. Upon written request from competent authorities.
c. The use of the Customer’s E-wallet shows signs of violating laws on anti-money laundering, terrorist financing, or proliferation of weapons of mass destruction.
d. The Customer falls within the restricted/declined transaction scope as stipulated by VNPAY during certain periods.
e. The Customer fails to fulfill or improperly fulfills the obligations to provide and update information, open E-wallet, and fulfill procedural requirements as stipulated by VNPAY.
f. The Customer’s request is inappropriate or the information provided by the Customer when submitting the request does not match the information recorded in the E-wallet System.
g. The Customer requests the lifting of E-wallet restrictions, the temporary unlocking of the E-wallet account, and the reason for the temporary lock is not due to the Customer’s request.
h. The Customer requests the closure of the E-wallet in a temporarily locked or restricted state, or the Customer has not fully settled the debts owed to VNPAY.
i. Other cases as decided by VNPAY in each period, in compliance with legal regulations.
4. VNPAY has the right to provide advertising information about the E-wallet service, as well as products, services, and related programs of VNPAY through email, messages, or other channels, unless the Customer has made a different agreement with VNPAY.
5. VNPAY is responsible for timely updating information when there are notifications of changes in the content of the Customer’s E-wallet, ensuring the security of the account balance and the confidentiality of information related to the E-wallet and transactions on the E-wallet account of the Customer in accordance with legal regulations.
6. VNPAY is responsible for providing information and guidance to Customers on using the service, promptly and fully notifying Customers of the account balance and transactions occurring on the Customer’s E-wallet account through forms specified in the E-wallet Service Registration Agreement and other agreements between the Customer and VNPAY.
7. Within the limits allowed by law, VNPAY has the right to transfer, assign, or transfer partially or entirely the rights and obligations under the E-wallet Service Registration Agreement to a third party.
Article 11: Information Security
1. Customer agrees to the Privacy Policy.
2. Customer agrees that VNPAY may collect, process, use, store, and share information provided by Customer or third parties to serve the purposes of identifying Customer and authentication according to legal regulations and other purposes specified in the aforementioned Privacy Policy.
3. By registering to use the E-wallet, customer agrees to authorize VNPAY to collect, process, use, store, and share information as specified in the E-wallet Registration Agreement and the Privacy Policy.
Article 12: Exchange of Information between VNPAY and Customer
1. VNPAY will notify Customer through one or more of the following methods: (i) publicly disclose information on the Electronic Information Page and/or the VDT Application; (ii) send information to the address provided by Customer when registering for the VDT Service via postal mail, email, text message, or phone call from VNPAY’s address; (iii) other methods agreed upon by Customer. The phone number and email address through which Customer can contact VNPAY are 1900-5555-77 and hotrovnpay@vnpay.vn.
2. Customer is considered to have received the notification (i) on the 3rd (three) day from the date of sending according to the postmark if the registered notification address of Customer is within Vietnam; (ii) on the 7th (seven) day from the date of sending according to the postmark if the registered address of Customer is outside the territory of Vietnam; (iii) on the date of sending if sent by other methods.
3. Customer submits information, documents, and files to VNPAY in the form prescribed by VNPAY in each specific case. VNPAY is considered to have received the information, documents, and files (i) on the 3rd (three) day from the date of sending according to the postmark if Customer sends them from Vietnam; (ii) on the 7th (seven) day from the date of sending according to the postmark if Customer sends them from outside the territory of Vietnam; (iii) on the date of sending if sent by other methods.
Article 13: Intellectual Property Rights
1. All trademarks, trade names, logos, copyrights, patents, designs, graphics, software, images, videos, music, sounds, source code, and other intellectual properties related to the E-wallet Service (“Intellectual Properties”) are and shall always remain the intellectual property of VNPAY, regardless of whether these intellectual property rights have been registered or not.
2. Customer understands and agrees that:
a. VNPAY does not transfer any intellectual property rights or any other rights related to the Intellectual Properties when Customer registers and uses the E-wallet Service.
b. Customer is not allowed to use, edit, publish, simulate, reverse-engineer, create derivative products, distribute, or otherwise use, reuse, copy, modify, register, or disclose the Intellectual Properties without prior written consent from VNPAY.
Article 14: Limitation of Liability
1. Within the extent permitted by law, VNPAY is exempted from liability towards Customer and third parties for losses or damages related to the use or inability to use E-wallet due to Force Majeure, consequences of unauthorized access to the VDT System, or other reasons not caused by VNPAY’s fault.
2. VNPAY is not responsible for compensating Customer for losses or damages resulting from market risks, currency depreciation, inflation, or macroeconomic management policies of the state.
3. Unless otherwise agreed in writing or specified by law, VNPAY (i) is not bound by any agreement between Customer and any third party, and (ii) has no obligation to investigate, evaluate, confirm, or provide opinions in any form regarding the legality or validity of transactions between Customer and any third party.
4. VNPAY is not obligated to fulfill any of its obligations under the VDT Service Registration Agreement or any other written agreement if such fulfillment would result in VNPAY violating legal regulations or requirements of competent authorities.
5. If VNPAY (including its officers, employees, parent company, subsidiaries, affiliates, agents, and representatives) is deemed responsible for losses or damages incurred by Customer and/or any third party in connection with the provision of the VDT Service, Customer agrees that the entire liability of VNPAY is limited to the actual amount of direct damages that Customer has suffered, and in no event shall it exceed the VDT balance of Customer immediately prior to the occurrence of the damages.
Article 15: Other provisions
1. The E-wallet Service Registration Agreement is understood and governed by Vietnamese law. Any disputes arising from or related to the VDT Service Registration Agreement shall be resolved through negotiation between VNPAY and Customer. In the event that negotiation is unsuccessful, the Parties agree to choose the competent People’s Court at the level where VNPAY is headquartered at the time of filing the lawsuit to settle the dispute.
2. Customer understands and agrees to comply with Vietnamese law. Any disputes arising from or related to the E-wallet, provisions on E-wallet limits, and other provisions regarding the obligations and rights of Customer using the E-wallet shall be communicated to Customer through the methods specified in Article 12. Unless otherwise specified in the notification regarding the effective date, any amendments, supplements, or replacements shall be effective from the date VNPAY announces them on the E-wallet Application and/or the Electronic Information Portal. If Customer does not agree with the changes, Customer is advised to stop using the E-wallet and/or request to close. By continuing to maintain and use the E-wallet after the publication of the updated contents, Customer is deemed to have accepted the updated provisions of the E-wallet Registration Agreement.
3. All terms and provisions of the E-wallet are valid and independent of other provisions. In the event that any provision of the term and condition of E-wallet is declared invalid, illegal, or unenforceable according to the provisions of the law, the validity, legality, and enforceability of the remaining provisions of the E-wallet Service Registration Agreement shall not be affected in any way.
4. Unless otherwise provided by law or agreed upon by the Parties, the failure to exercise, delay in exercising, or partial exercise of any rights by VNPAY under the term and condition of E-wallet shall not be construed as a waiver, limitation, or restriction of the exercise of that right.
5. The the term and condition of E-wallet is presented in both Vietnamese and English. In the event of any inconsistency between the Vietnamese and English contents, the Vietnamese content shall prevail.
Contact information of VNPAY:
Official website: https://vivnpay.vn/
Customer Service Center: 1900 55 55 77
Headquarters: Floor 8, No. 22 Lang Ha Street, Lang Ha Ward, Dong Da District, Hanoi, Vietnam.
Part B: Utilities of VĐT Service
By registering and/or using the features of the VDT Service, Customer agrees to comply with the following terms and conditions of use:
Article 1: Connecting VĐT to the VĐT Application Account or other accounts on mobile applications/e-commerce platforms.
1. During the process of Customer registering for the E-wallet, VNPAY uses the information provided by Customer to VNPAY, including the phone number, to establish the E-wallet Account for Customer.
2. After logging into the E-wallet, Customer can use the E-wallet and other services and features provided by VNPAY and/or cooperative partners on the VDT Application. Customer agrees to comply with (i) the terms and conditions of the corresponding services of VNPAY and/or the partners, and (ii) the operating regulations of the e-commerce application providing the E-wallet.
3. Depending on the timing and agreement of service deployment between VNPAY and the partners, Customer may register and open a E-wallet on the mobile application/e-commerce website of a third party and choose to connect the E-wallet with the account on the mobile application/e-commerce website of the third party for convenient payment purposes. In the event that Customer uses this feature, Customer commits to complying with the term and condition of the E-waallet, the provisions of VNPAY in this Article, and the provisions of the E-commerce Account provider.
4. In order to process Customer’s request to connect the E-wallet with the E-commerce Account, VNPAY verifies Customer’s identity and Customer’s request through one or more Authentication Methods. Customer bears full responsibility regarding their connection request and transactions performed on the mobile application/e-commerce website after connecting the E-wallet with the E-commerce Account. After successfully connecting the E-wallet with the E-commerce Account, Customer understands that they can log in to the E-commerce Account to check information and use the E-commerce.
5. Customer understands and acknowledges that VNPAY is not responsible for the goods and services provided on the mobile application/e-commerce website of the third party, including but not limited to the functionality, reliability, security, privacy policies, or other activities of those third-party mobile applications/websites.
6.When using the E-wallet on the mobile application/e-commerce website of a third party, Customer may not have access to all the features and utilities provided for the E-wallet.
Article 2: Creating and Managing Family Accounts
1. Family Account is a login account in the E-wallet created by the Customer, allowing authorized individuals to use the E-wallet balance of the Customer within the limit set by the Customer for making Payments.
2. Customers can create a Family Account by providing the registered phone number for the Family Account and other required information as specified by VNPAY during different periods. The registered phone number for the Family Account must be an active subscription and not used to register for the E-wallet or create a Family Account at the time of registration.
3. Customers can create one or multiple Family Accounts, with the authority to set Payment limits and access information for each Family Account. Customers bear full responsibility for transactions initiated from the created Family Accounts under their E-wallet.
4. Customers commit that the users of the Family Account are of appropriate age according to legal regulations to open and use the Family Account.
5. Customers are responsible for reaching agreements and resolving disputes arising from the use of the E-wallet between themselves and the users of the Family Account. Furthermore, Customers indemnify VNPAY from any liability related to violations, disputes, claims, complaints, fraudulent acts, or deceiving activities arising from or related to the management and use of the Family Account.
6. VNPAY reserves the right to refuse to open a Family Account, close a Family Account, and/or the E-wallet of the Customer and notify the Customer in the event of any of the following cases:
a. The registration information for opening the Family Account falls within the restricted/limited scope of VNPAY’s service provision and/or legal requirements.
b. The Family Account shows signs of violating laws related to anti-money laundering, terrorism financing, or sponsoring the proliferation of weapons of mass destruction.
c. VNPAY ceases to provide the utilities of the Family Account.
d. Other cases as stipulated in the term and condition E-wallet and legal regulations.
Article 3: Automatic Debit Utility for Bill Payments
1. The Automatic Debit Utility for Bill Payments (hereinafter referred to as the “Automatic Debit Utility”) is a utility of the E-wallet that allows Customers to automatically pay bills from selected service providers (hereinafter referred to as “Providers”) using the E-wallet balance in the VĐT Application. Customers can use the Automatic Debit Utility by completing the registration process as prescribed by VNPAY. In any case, VNPAY has the right to approve or reject the Customer’s registration without the obligation to explain the reason for rejection. VNPAY also has the right to verify the provided information to ensure the legal rights and interests of the Customer.
2. By registering to use the Automatic Debit Utility, the Customer authorizes VNPAY to automatically deduct money from the Customer’s E-wallet held at VNPAY to pay bills according to the information provided by the Customer during the registration for the Automatic Debit Utility. This authorization is effective from the moment the Customer registers to use the Automatic Debit Utility and is approved by VNPAY until: (i) the Customer decides to cancel the registration by using the cancellation function or deleting the saved Invoice Codes (including but not limited to: Customer Code/Student Code/Resident Code/Contract Number) in the E-wallet Application, or (ii) the E-wallet Application Account of the Customer is closed, or (iii) VNPAY unilaterally terminates the service and/or revokes the authorization, or other cases as stipulated in the VĐT Registration and legal regulations.
3. The debited amount depends on the information provided by the Provider, including the invoice amount and any applicable fees. Debiting the E-wallet balance to pay bills can occur periodically (applicable to recurring bills) or on a per-use basis (applicable to bills generated on a per-transaction basis, such as toll fees).
4. The Customer understands and agrees that for bills registered with the Automatic Debit Utility, making payments or registering payments through other methods (including but not limited to direct payments to the Provider) may result in duplicate payments. In the event of multiple payments due to Customer error, VNPAY’s responsibility is limited to assisting the Customer with information related to the services provided by VNPAY.
5. The Customer ensures that the E-wallet balance is sufficient and in an active state at the time VNPAY deducts the Customer’s VĐT to process automatic bill payments. VNPAY reserves the right to reject or cancel any automatic bill payment transactions without the obligation to notify the Customer in the following cases: (i) insufficient funds in the Customer’s E-wallet, temporary blockage/seizure/closure of the Customer’s VĐT, or the inability to debit, (ii) cancellation of the Automatic Debit Utility registration.
6. VNPAY is not liable for (i) delays in deducting funds from the Customer’s E-wallet (compared to the Customer’s registered date) due to VNPAY not receiving invoice information from the Provider or the Provider’s system encountering errors, (ii) any losses or damages incurred by the Customer arising from or related to late or multiple payments for a bill due to Customer error.
7. The Customer is responsible for cooperating with VNPAY in resolving disputes and complaints regarding automatic bill payment transactions as requested by VNPAY/Providers.
