REGULATION ON OPERATION OF WEBSITE/APPLICATION PROVIDING AEONMALL VIETNAM E-COMMERCE SERVICE
Tiếng Việt EnglishI. GENERAL PRINCIPLE
1. The purchase and sale of Products by all Members or promotional activities performed by the Seller on the Marketplace must be carried out in accordance with the Regulation and in compliance with the laws of Vietnam.
2. Information provided by the Member on the Marketplace must be transparent, accurate and complete. Information related to the Seller's promotional activities posted on the Marketplace must fully meet the requirements of relevant laws and not be prohibited by law.
3. The information about the Seller's Products on the Marketplace shall be posted by the Seller directly and the Seller is responsible to the Customer for this information.
4. Products posted for trading on the Marketplace must fully meet the conditions (if any) of the law. Prohibit all transactions of Products that are on the list of prohibited according to the provisions of law. In case that AEONMALL has reasons to affirm that the Member conducts the purchase and sale of prohibited products or the Seller conducts promotion of goods and services prohibited in accordance with the law, AEONMALL has the right to cancel related Orders and to temporarily or permanently ban that Member's account.
5. Members buying or selling, Sellers conducting promotions on the Marketplace must follow the principle of freely entering into agreements and on the basis of respecting the legitimate rights and interests of the participating parties and such sale, purchase, and promotion are not contrary to the provisions of law.
6. Purchase and sale activities between Members or promotional activities conducted by the Seller must be done openly, transparently, ensuring the interests of consumers and in accordance with the provisions of the law.
7. Marketplace access address:
- For the Customer: the Customer can access via website address at: www.shop.aeonmall-vietnam.com or via mobile app “AEONMALL Vietnam” published on the application store of the corresponding operating system on Customer’s mobile phone.
- For the Seller: www.seller.aeonmall-vietnam.com.
(Capitalized terms are defined in Section 2 - Article II below)
II. GENERAL REGULATION:
1. OBJECTIVE AND SCOPE OF APPLICATION
AEONMALL is a specialist shopping mall developer. Our philosophy of “Customer first” has guided our continuing efforts to create malls that enhance the quality of life, stimulate local economic activities, and contribute to our customers' lifestyle and culture. AEONMALL cooperates in building communities that are vibrant, exciting, and fun to live in. We shall use our skills and experience to bring new value to attract customers, community, and society.
This Regulation on operation of website/application providing AEONMALL Vietnam E-commerce service (“Regulation”) is issued by AEONMALL, including regulations and policies applicable to all Members who buy and sell Products, conduct promotions related to Products on the Marketplace. Members participating in the Marketplace must conduct own research on their legal responsibilities in accordance with the law and commit to comply with and implement the provisions of the Regulation.
2. DEFINITION
In the Regulation, capitalized terms shall be defined as follows:
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“AEONMALL” |
: |
means AEONMALL Vietnam Co., Ltd. |
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“Management Board” |
: |
means the management board of the Marketplace. |
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“COD” |
: |
stands for "Cash on Delivery", a method of payment upon receipt of goods. |
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“E-Commerce Services” |
: |
means services that Seller agrees to use and AEONMALL agrees to provide, including but not limited to Marketplace service, online promotional services, etc. |
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“Customer” |
: |
means consumer who wants to research information about Product or buy Product on the Marketplace |
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“Seller” |
: |
means tenants, including organizations and individuals providing goods and services at AEON MALL shopping malls and using E-Commerce Services. |
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“Marketplace” |
: |
means an e-commerce marketplace owned and operated by AEONMALL in Vietnam providing goods buying and selling process, services displayed on: (i) Mobile application named “AEONMALL Vietnam” operates on smart mobile phone platform; And/or; (ii) Website with domain name: www.shop.aeonmall-vietnam.com. |
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“Product” |
: |
means the goods and services traded on the Marketplace, which are allowed to be bought and sold in accordance with the law and are being provided at the Seller's stores in the AEON MALL shopping malls. |
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“Member” |
: |
means Seller and Customer who have registered for an account on the Marketplace. |
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“AEON MALL Shopping Mall” |
: |
means AEON MALL shopping malls in Vietnam managed and operated by AEONMALL. |
III. TRANSACTION PROCESS
3.1. Process for Customer
3.1.1. Order process:
When having a demand to buy goods or services on the Marketplace, the Customer needs to follow the steps below:
Step 1:
The Customer registers/logins to a Member account following the instruction steps of the Marketplace. Customer researches, consults information about Product, services, promotions, and Seller that Customer interested in.
Step 2:
The Customer refers to the relevant Seller's price information and support policy, refers to similar products of other Sellers as well as the Marketplace's support policy (if any).
Step 3:
Based on the provided information related to the Product, if the Customer has a demand to buy, the Customer shall select the "Add to cart" or "Buy now" button.
Step 4:
The Customer click the "Cart" to check and adjust order information such as delivery address, applicable discount codes, promotions (if any), method to receive goods specified by each Seller and payment method to complete the purchase order of Products.
Step 5:
The Customer shall receive an order confirmation from the Marketplace including detail information of the order and the estimated delivery time.
Step 6:
The Customer receives the ordered Products and pays (if COD is selected).
In case the Customer buys the Product in the form of an electronic voucher/code, the voucher/code shall be sent via phone message or email provided by the Customer.
Customer has questions and complaints to the Seller (if any) via the Support section in the application/ website or Hotline of the Marketplace.
3.1.2. Order confirmation and cancellation process:
a) Order confirmation
AEONMALL shall process all Orders within 01 (one) day from the moment of placing Order. For:
- The Order with full necessary information: Marketplace system shall automatically confirm via email registered by Customer.
- The Order with insufficient necessary information or the Customer requests Order confirmation: AEONMALL/ the Seller shall confirm via phone call.
After the Marketplace system has confirmed the Order, the Seller is responsible for checking and confirming to implement the Order within a maximum of 02 (two) days since the date receiving the Order information.
b) Order cancellation:
(b.1.) The Customer can only request to cancel the Order when:
- The Order is on the status “Waiting for confirmation”,
- When the Order is on the status “Waiting for pick up” and has not been handed over to the Shipping Unit, the request must be responded by the Seller within 01 (one) day from the date the Customer send the Order cancellation request:
+ The Seller accepts the cancellation request: the Order will be cancelled immediately.
+ The Seller declines the cancellation request: the Order shall be continued to process and cannot be cancelled in this case.
- When the Order is on the status “Delivering”, the Customer cannot cancel the Order.
(b.2.) The Order is automatically cancelled by the Marketplace when:
- AEONMALL’s staff/ the Seller cannot contact the Customer to confirm the Order by method mentioned in Section 3.1.2 (a) above.
- The Seller does not handle the processes related to the Order within the period in accordance with AEONMALL’s Policy, including but not limited to processes such as the Order request, the Order cancellation, handing over the Order to the Shipping Unit.
- The Order is not delivered to Customer in cases:
+ The Shipper cannot contact the Customer at the moment of delivery or Customer refuse to receive goods.
+ The Customer does not come to the Seller’s Address to pick up within the requested period.
- When the services are connected to the Marketplace, such as the delivery service is temporarily interrupted during the time requested of the Order.
- Other cases as provided in AEONMALL’s Policy.
3.2. Process for the Seller
3.2.1. Registration process to become the Seller
- When the Seller has a demand to sell the Product on the Marketplace, the Seller and AEONMALL shall proceed signing the E-commerce Service Contract.
- The Seller provides information about the store according to AEONMALL's request form.
- AEONMALL receives registration information, creates and hands over an account to the Seller on the Seller Management system of the Marketplace. The Seller can proceed posting the Product, selling, and promoting the Product on the Marketplace.
3.2.2. The Product sales process
Step 1:
The Seller logs in to the Seller Management system that has been granted by AEONMALL.
Step 2: The Seller proceeds to post the Product for sale and set up promotion (if any) on the Seller Management system in accordance with the guidelines for the Seller issued by AEONMALL from time to time.
If the Product is successfully posted, the Product information shall be automatically synchronized on both the mobile application and website of the Marketplace.
AEONMALL has a censorship mechanism for the Seller's Product information before uploading it on the Marketplace. All violated posts shall be deleted, and depending on the seriousness level of the violation, AEONMALL may temporarily ban or delete the Seller's account.
Step 3:
The Seller provides the Product to the Customer.
Step 4:
The Seller can check information of the Orders status, sales transactions of the Sellers on the Seller Management system.
Step 5:
The Seller and AEONMALL cross-check the sales transaction results and AEONMALL pays the amount collected by the Marketplace to the Seller (the payment shall be made via another payment system external to the Marketplace).
In case AEONMALL and the Seller apply promotion, discount when selling the Product, the Seller and AEONMALL cross-check the sales transaction result and promotion, discount application result to implement the payment of authorized collected amount.
Step 6:
The Seller and AEONMALL cooperate to assist the Customer in resolving complaints, handling the Product returns and refund (if any).
3.3. Delivery process
3.3.1. Delivery method
The Product on the Marketplace can be delivered by the following methods:
- Delivered to the Customer’s registered address by the shipping partner listed on the Marketplace or self-delivered by the Seller in some cases where the Seller and AEONMALL agree on this method. After the Customer selects this method, the Product shall be picked up at the Seller's warehouse and delivered to the Customer's registered address. Delivery time is recorded from the time of the Seller successfully handing over goods to the Shipper to the time of the Shipper first contacting the Customer for the goods delivery.
- Picking up directly by the Customer at the Seller's Address in AEON MALL Shopping Mall. After the Customer selects this method, the Seller shall prepare the Product according to the Order requirement. The Customer shall come to the Seller's Address and receive the goods there.
The Customer can choose a delivery method for each Product. The Customer needs to check in detail the terms and conditions related to the delivery process of the Products as well as the delivery fee applicable to each Product in the order. AEONMALL is responsible for providing information to the Customer or the Seller when there is a dispute or conflict between the parties during the delivery process.
3.3.2. Delivery time and scope of delivery
i) In case the Customer choose a delivery method by the delivery partner of the Marketplace, the delivery time for the Order is as the table below:
- Standard delivery method:
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Delivery area |
Estimated delivery time |
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Inner-province area |
1 day |
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Inner-region area |
From 1 to 2 days |
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Inter-region area |
From 2 to 3 days |
- Express delivery method:
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Delivery area |
Estimated delivery time |
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Located within a radius of 5 km from AEON MALL Shopping Mall where the Customer places orders |
Within 2 hours |
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Located outside a radius of 5km from AEON MALL Shopping Mall where the Customer places orders |
For each additional 1km, the estimated delivery time is increased by 5 minutes |
*Note:
- Some Orders may take longer delivery time due to the Customer or the Seller proactively adjust the delivery, pick up schedule when the Shipping Unit contacts, or the delivery address is in remote areas, islands.
- The delivery service provided on the Marketplace does not allow receiver to co-inspect the goods before receiving.
- The Product can be delivered to mostly all provinces and areas of Vietnam, however, some areas do not support delivery, depending on the capability of the Shipping Unit. The Customer please check for details before declaring the delivery address for each Order.
3.4. Separation of responsibility for the provision of goods’ documents
The Seller must print sales documents attached in each Order (“Documents”) for delivery to the Customer including but not limited to:
- Sales invoice;
- VAT invoice (if any);
- Delivery stamp;
- Warranty certificate (if any);
- Other documents proving that the Product is original and legal as required by AEONMALL and legal regulations.
3.5. Warranty policy
3.5.1. General principle
- The Seller is responsible for the Product warranty for the Customer according to the content and term as specified in the Product warranty certificate.
- The Customer may bring the Product directly to the Product supplier for warranty or in-home warranty if the Product is fixed for home use.
- The Customer must keep the warranty certificate at all times and provide it upon request.
- The Customer has the right to complain against the Seller in case that the Seller refuses to warranty and maintain the Product while the Product is still within the warranty and maintenance period specified on the warranty certificate.
- Before proceeding to purchase the Product on the Marketplace, the Customer needs to check the warranty and maintenance policies of the Product intending to buy. AEONMALL is not the main party responsible for the warranty and maintenance of the Seller's Products on the Marketplace. In case the Customer needs support or complains, AEONMALL's customer service department will receive information and discuss with the Seller. AEONMALL shall make every effort to assist the Customer to the extent possible so that the Product is warranted in accordance with the provisions of the Product's warranty certificate.
For electronic warranty certificate, the warranty/return policy (if any) is specified on each electronic certificate and shall be implemented by the Seller.
3.5.2. Warranty conditions
Cases for application of free warranty:
- The Product is still within the warranty period (based on the stamp/warranty card/or electronic warranty recording system).
- The warranty certificate/stamp is kept in intact condition, not patched, erased, repaired and has full information about the Product: model, serial number, production date, the Customer name, address, date of purchase (for the Product not applied electronic warranty).
- The Customer still keeps sales invoices or electronic invoices at the Marketplace.
- The Product has technical error by manufacturer.
Cases where warranty fees may arise or are not covered by the warranty:
- Failing to meet one of the conditions for free warranty specified in the section above.
- Invalid warranty certificate/ stamp. The Product is not registered for warranty on the electronic warranty recording system.
- The Product information does not match the warranty certificate/ stamp or electronic warranty recording system.
- The Customer arbitrarily intervenes to repair the Product or the parts of the Product are disassembled or repaired at warranty centers that are not authorized by the manufacturer, the Seller.
- The Product is broken, deformed, burned, exploded, damp in the engine ... due to the impact of the user or affected during use and defects are not covered by the manufacturer's warranty, the Seller’s warranty.
In case that the warranty Product incurs costs, the Seller/manufacturer shall inform the Customer before proceeding with the warranty.
3.5.3. Warranty contact
- When in need of the Product warranty, the Customer should contact directly with the warranty center stated in the warranty certificate attached to the Product.
- In case the Customer address is too far from the warranty center or has other inconveniences and cannot bring the Product to warranty center directly, the Customer can contact the Seller directly to receive the necessary warranty instructions.
3.6. The Product return and refund policy
3.6.1. List of the Product are not allowed to return
- E-gift and services;
- Food;
- Goods that are discounted or sold at a special price.
3.6.2. The Product return conditions
The Customer is entitled to return or be refunded for the Product purchased from the Marketplace if the Product qualified for all conditions as following:
- The Product is not in the list of the Products that are not allowed to return as Section 3.6.1 above;
- The request for the Product return is made by the Customer within the following period:
+ For the Order delivered by standard delivery method or the Seller self-delivers: Within 07 (seven) days since the Order is updated with “Successful delivery” status by the Shipping Unit or the Seller, and the Customer has not selected “Order received” on the Marketplace.
+ For the Order delivered by express delivery method: Within 24 (twenty-four) hours since the Order is updated with “Successful delivery” status by the Shipping Unit, and the Customer has not selected “Order received” on the Marketplace.
When the Customer has selected “Order received”, the period for requesting Return/Refund is no longer applicable, and the Customer cannot send request for Return/Refund afterwards. Therefore, AEONMALL encourages the Customer to check and be sure about the satisfaction with the Product received before selecting “Order received” in the “Order Details”.
- The Product in the Order picked up by the Customer at the Seller’s Address in AEON MALL Shopping Mall is not applicable for return.
- Only applied for returning all Products of an Order, not applied for returning a part of the Order.
- The Product is in an unused, undamaged condition (except for the fault of the Seller and/or the Shipping Unit) with intact label and receipts.
+ The Customer has paid for the Order but has not received the Product, or has not received all of the Products ordered, or received the Product that is counterfeit, imitation, or defective Product;
+ The Product is damaged during delivery;
+ The Customer receives the Product that is not as in the Order (for example: wrong size, wrong color, etc.);
+ The Product the Customer receives is markedly different from the information provided by the Seller in the product description;
+ At the time being received, the Product is expired;
+ Unless mentioned in the Product Return and Refund Policy, return due to the Customer's change of mind shall not be accepted.
3.6.3. The Product return process
The Customer needs to take steps to return the Product/refund on time. If the Customer does not process within the required period of each step, the request shall be automatically canceled or processed in accordance with AEONMALL's regulations.
The Customer returns the Product following instructions as below:
Step 1:
Return/Refund request must be made on the Marketplace.
The Customer logs in the account used to place order, select the Order want to return and send a request to return the Product by clicking the “Return/Refund” button.
Step 2:
The Customer fills in the following information: Reason for the Product return, Detailed description and photo attached, Contact Information, Refund method, Delivery method.
a. For the Order delivered by the Shipping Unit, the Customer can choose 1 of 2 following delivery methods to return:
(i) The Customer directly bring the returned Product to the Seller’s Address at AEON MALL Shopping Mall from which the Product is ordered.
(ii) Through the Shipping Unit: The Customer proceeds the return via delivery service of the Shipping Unit connected on the Marketplace by 1 of 2 following ways:
- Bring to the post office: The Customer sends the returned Product at the post office
With this method, the Customer shall:
- Choose the post office of the shipping partner as listed.
- Bring the package to the post office for return.
+ The Shipping Unit picks up: The Customer sends the returned Product to the Shipping Unit at the address requested by the Customer
- Choose a pickup address.
- The Shipping Unit comes to pick up the package as the information chosen by the Customer.
b. For the Order delivered by the Seller, the returning package will be delivered by the Seller. The Customer selects “Send request” to confirm the request to Return/Refund.
Step 3:
The return request is forwarded to the Seller.
- In case the Seller accepts the Return/Refund request. Within 02 (two) days from the date of receiving the confirmation notice from the Seller, the Customer needs to select “Accept to return the Order” to confirm the return to the Seller.
After the period mentioned above, if there is no response from the Customer, the Customer agrees that AEONMALL has the right to cancel the Return/Refund request and stop supporting settlement.
- In case the Seller declines the Return/Refund request, within 02 (two) days since the date receiving the response from the Seller, the Customer can make a complaint on the Return/Refund Details of that Order.
After the period mentioned above, if there is no response from the Customer, AEONMALL understands that the Customer agrees with the response from the Seller and cancels the Return/Refund request.
Step 4:
In case the Seller confirms accepting the request of Return/Refund, the return process will be implemented following the instruction below:
a. For the returning delivery method via the Shipping Unit:
- The Shipping Unit shall come and collect the package following the information details selected by the Customer within 03 (three) days since the date the Customer selects “Accept to return the Order”; or
- The Customer sends the returned package at the post office within 03 (three) days from the date the Customer selects “Accept to return the Order”.
b. For the returning delivery method of the Customer self-delivery:
The Customer directly brings the returned Product to the Seller’s Address at AEON MALL Shopping Mall within 10 (ten) days since the date the Customer selects “Accept to return the Order”.
c. For the return delivered by the Seller:
The Seller shall arrange delivery to receive the returned goods at the address requested by the Customer within 07 (seven) days since the date the Customer selects “Accept to return the Order”.
d. For any return delivery method, the Customer needs to ensure that the Order is returned to the Seller following the instruction below:
(i) Pack the returned Product in accordance with the Product Packing Regulations in AEONMALL’s Delivery Policy;
(ii) Print the return slip or handwrite the return information on the package with the following information:
- Subject “Return to AEONMALL”
- Order number;
- Bill of lading code;
- Return request code;
- The Seller’s return address (name of store, name of AEON MALL Shopping Mall);
- The Customer’s pick-up address.
To get information about the Order code, bill of lading code, Return/Refund request code, and the Seller's return address, the Customer selects the Return/Refund Details of that Order.
*The Customer notes to attach: Sales invoice; Value-added invoice (if any); Accessories accompanying the Product and accompanying promotional gifts (if any); The return request form needs to be printed and included in the package.
Step 5:
The Seller receives and checks the Product. The Seller shall notify and update the Customer on the status of the return request.
Step 6:
The Customer shall receive the refund amount.
In case a dispute about returning method arises between the Seller and the Customer, if the 2 parties cannot negotiate and jointly agree to require AEONMALL to make the decision, AEONMALL’s decision shall be the final.
Delivery fees relating to returning the Product (if any) shall be prescribe in the Types of AEONMALL Vietnam E-Commerce Marketplace Fees with the link: https://shop.aeonmall-vietnam.com/pages/en/cac-loai-phi.html
3.6.4. Refund method
- For the Order using online payment method: Refund shall be made corresponding to the Customer's payment method. For the avoidance of doubt, in case the Customer chooses online payment method including but not limited to payment via Domestic card/International card/E-wallet/QR/Electronic voucher and other non-cash payment methods permitted by law, the refund amount shall be refunded directly to the correct account that the Customer has used to pay for the relevant Order. Refund time depends on the Customer's card issuer bank.
- For the Order that the Customer pays in cash:
+ The refund shall be made via bank transfer when the Customer fills in the return application form on the Marketplace. The Customer must ensure the information filled in the return application form is accurate.
+ In case the refund is unsuccessful because the information provided by the Customer on the return application form is inaccurate, AEONMALL shall notify the Customer on the website/application of the Marketplace so that the Customer can refill the information within 02 (two) days since AEONMALL sends notification.
* The Customer please notes that:
- The refilling of information shall be done 01 (one) time only.
- If the information provided in the second time is inaccurate, the Customer agrees that AEONMALL has the right to cancel the refund request and stop supporting settlement.
+ The Customer shall not be able to change the refund method once the return application form has been filled.
+ Refund time depends on the Customer's card issuer bank.
3.7. Dispute and complaint settlement process
When a dispute or complaint arises, AEONMALL encourages the application of negotiation and conciliation between the parties to reach consensus on a solution to complaints and disputes. Disputes or complaints shall be handled by AEONMALL in the following order:
Step 1:
The Customer and the Seller can send a request for dispute or complaint settlement with all relevant information and documents to AEONMALL when a dispute or complaint arises through the following ways:
- For disputes, complaints related to return and/or refund: The Customer creates the requests in the “Order Details” page at "Purchase Order" section; The Seller creates the requests in the Seller management system of the Marketplace
- For other disputes, complaints: The Customer and the Seller send the request via the Support section of the Marketplace or other methods as stipulated in the Policies of AEONMALL.
Step 2:
AEONMALL's Customer service department shall receive requests from the Customer and the Seller. AEONMALL has the right to request the Customer, the Seller, the Shipping Unit, the payment service provider to provide additional information and other documents in accordance with AEONMALL's Policy within a fixed period through the Marketplace or email, depending on specific cases.
Step 3:
Unless otherwise provided in the AEONMALL’s Policy, AEONMALL shall handle the Customer’s requests within 07 (seven) Working Days from the date AEONMALL fully collects the information, documents related to the disputes or complaints.
In case of a dispute or complaint that is beyond the ability and authority of the Marketplace or one of the parties does not agree with AEONMALL's solution, the parties have the right to bring the dispute to settlement at a competent state agency in accordance with law and shall sent a notice to AEONMALL via the following information:
AEONMALL VIETNAM CO., LTD.
Address: 3rd Floor, East Office, AEON MALL Long Bien, No. 27, Co Linh str., Long Bien ward, Long Bien dist., Hanoi, Vietnam
Hotline: (028) 3829 5370 (Ext: 140)
Operating hours: from 08:30am - 17:30pm from Monday to Friday.
Email: [email protected]
AEONMALL commits to respecting and seriously implementing the laws on protecting the interests of the Customer and the Seller participating in the Marketplace.
3.8. Payment process
3.8.1. Payment process for the Customer:
The Customer can choose payment methods on the Marketplace:
Method 1: Payment on delivery (COD – cash on delivery)
- Step 1: The Customer finds out information about the Product on the Marketplace.
- Step 2: The Customer places an order for the Product on the Marketplace, at the payment step the Customer chooses the method "Payment on delivery" and select “Order”.
- Step 3: The Customer receives the Order confirmation from the Marketplace. The Orders are executed and delivered within the stated time.
- Step 4: The Customer receives the Product and pays the shipper of the Shipping Unit.
*Note: In case the Customer has 2 Orders with this payment method that are unsuccessfully delivered within 30 (thirty) days since the first Order being updated with “Unsuccessful delivery” status by the Shipping Unit (because the Shipping Unit cannot contact the Customer despite making all efforts in accordance with the process in the Delivery Policy), AEONMALL shall deactivate the option of the COD Payment Method in the Customer’s account for the next 60 (sixty) days since the second Order being updated with “Unsuccessful delivery” status by the Shipping Unit. The Customer can only use online Payment method until the COD Payment method is activated.
Method 2: Online payment including but not limited to payment via Domestic card/International card/E-wallet/QR/Electronic voucher and other non-cash payment methods permitted by law
- Step 1: The Customer finds out information about the Product on the Marketplace.
- Step 2: The Customer places an order for the Product on the Marketplace, at the payment step the Customer chooses the method “Online Payment” and select “Order”.
- Step 3: The Customer provides relevant information of Domestic card/ International card/E-wallet/QR/Electronic voucher and other non-cash payment methods permitted by law to complete payment for the Order.
- Step 4: If the payment transaction is successful, the Customer shall receive an Order confirmation from the Marketplace. The Order is executed and delivered within the announced time.
- Step 5: The Customer receives the Product.
3.8.2. Payment process for the Seller:
When the Seller participates in the sale on the Marketplace, the Seller understands that the Seller has authorized and allowed AEONMALL or a third party assigned by AEONMALL to represent and collect payments on behalf of the Seller from the Seller’s transactions on the Marketplace, which is paid by cash/credit/debit card, sale coupons, digital currency, digital gift cards, personal cheque, or other payment methods including tax incurred from that Order and/or sponsored proceeds from the promotion programs and/or compensation proceeds from the Shipping Unit (if any), regardless it is an installment and/or sale/debit transaction. Afterwards, AEONMALL will pay back to the Seller in accordance with the agreement between AEONMALL and the Seller. Payment time and method of payment for the sale proceeds and other types of fees between the Seller and AEONMALL shall be specified in the E-commerce Service Contract between the two parties.
IV. GUARANTEE SAFETY OF TRANSACTIONS
The Management Board has deployed the services to protect information of the content of sales posts and ensure transaction safety on the Marketplace. All transaction information is confidential, except in cases it is required to be provided by competent authorities as required by law. In order to ensure successful transactions and minimize possible risks, the Marketplace applies the following transaction safety mechanisms:
4.1. For the Seller:
(a) The Seller must provide complete information (name, address, phone number, email) in each store posting the Products for sale.
(b) The Seller is fully responsible for the Product and Product information, promotion information posted on the Marketplace and provided to AEONMALL.
(c) The Management Board has the right to moderate posts related to the Product, promotion and the Seller. The Management Board reserves the right to remove/delete the Products that violate the provisions of this Regulation.
4.2. For the Customer:
(d) The Customer should not give details about payment to anyone in any way, AEONMALL is not responsible for any damage or risk that the Member may incur in exchanging risky information. The Customers should consult the Seller's information and the Product quality by contacting the Seller in advance. The Customer absolutely does not use programs, tools, or any form to interfere with the system or change the data structure of the Marketplace. It is strictly forbidden to distribute, propagate or promote any activities aimed at interfering, sabotaging or illegally infiltrating the technical and operational system of the Marketplace. Any violations shall be handled in accordance with the law.
(e) AEONMALL does not store information relating to the Customer's payment account. The Customer's payment information shall be processed by AEONMALL's payment partners.
(f) All online payment transactions are verified via the payment gateway. Verification is done automatically based on computer algorithms, so the Customer's payment information is kept safe and secure.
V. MEMBER'S PERSONAL INFORMATION PRIVACY AND PROCESSING POLICY
5.1. Purpose of the Personal Data processing:
The Member when accessing and/or using AEONMALL Vietnam E-commerce Marketplace may be required to provide personal data (“Personal Data”). To clarify, the Personal Data that we collect is the information in form of symbols, letters, numbers, images, sounds, or similar forms in the digital environment related to a specific human, or help to identify a specific human, or any information, data that is defined by law as the Personal Data from time to time.
AEONMALL collects the Personal Data for the following purposes:
(a) Providing appropriate services/facilities to each Member.
(b) Creating and managing accounts for the Member for the purpose of accessing, using services on the Marketplace, participating in membership programs, promotional programs.
(c) Processing order for the Product on the Marketplace such as to verify buyers, delivery addresses; to search information and to track order status.
(d) Communicating, exchanging, and resolving the Member’s requests and complaints.
(e) Marketing and advertising:
(i) Sending information about the Product, services, promotions, activities, events of AEONMALL and/or affiliates and/or the Seller on the Marketplace;
(ii) Other activities for marketing and advertising purposes.
(f) Synthesizing, researching, evaluating, statistics, archiving for the study of the Member’s tastes, needs, and trends in order to provide the best experience for the Member when accessing and using AEONMALL’s service.
(g) Storing and using information for internal analysis purposes.
(h) Providing information to competent state management agencies in accordance with the law.
(i) Other purposes authorized by the Member.
5.2. The scope of using the Personal Data
The Personal Data will be used by AEONMALL within Vietnam or any country in which AEONMALL has contracts with a third party providing application development services, collecting and processing data, or customer services and contact for the purpose of processing the Personal Data as set out in this Policy.
5.3. Duration of processing the Personal Data
- The Personal Data processing period starts when the Member provides the Personal Data to the Data Processor and allows the Data Processor to process the Personal Data, and ends when Data Processor completes the processing of the Personal Data for the purposes of processing the Personal Data as set out in the Policy or in other cases as prescribed by law.
- The Personal Data will be stored until such cancellation is required by law or by the Member. In all cases, the Personal Data will be kept confidential on AEONMALL's servers.
5.4. Unit approaching, collecting and processing the Personal Data
In order to implement the purposes mentioned in Section 5.1 above, AEONMALL may disclose the Personal Data to a third party and affiliate and/or related parties of AEONMALL. The third party and affiliate parties include but not limited to:
- Any individual assigned by AEONMALL to collect, store, and process the Personal Data;
- Service providers for the Marketplace, including but not limited to agents, contractors, partners in areas such as payment services, transportation and delivery services, marketing, data analysis, market or customer research, surveys, social media, customer service, installation services, information technology services, and web hosting services;
- Competent state agencies as prescribed by law.
5.5. Method and tools for the Member to access and adjust the Personal Data
- The Member should commit that the Personal Data given to AEONMALL is true, accurate and comprehensive at the time of being requested. Inaccuracies of the Personal Data can affect the Member’s benefits, and AEONMALL shall not be responsible for these situations. The Member must update and notify us about any changes to the Personal Data provided by the Member for AEONMALL.
- The Member has the right to withdraw the approval, access, delete, request to delete, request for restriction, request for provision, object, update, or other requests following the provision of law regarding the Personal Data provided on the data system of AEONMALL.
- Detailed implementation practice is as below:
+ In case the Member requests for restriction/ disapproves/ withdraws consent for processing the Personal Data or delete the Personal Data, the Member shall send request for restriction/ disapproval /withdrawal of consent/ deletion to AEONMALL through email mentioned at Article XI of this Regulation or by other forms expressed in a format that can be printed, reproduced in writing, including in electronic form or in a verifiable format. The Member’s request will be implemented by AEONMALL within the time defined by law, with all Personal Data that the Member requests to restrict/ disapproves/ withdraws consent/ delete.
+ In case the Member requires AEONMALL to provide the Personal Data, the Member can practice 1 in 2 following methods:
++ Directly or authorize others to AEONMALL headquarters to request to provide the Personal Data.
++ Send the request form for provision of the Personal Data according to Form No. 01, 02 in the Appendix of Decree 13/2023/ND-CP, or according to the form specified in the documents amended, supplemented or replaced via electronic network, postal service, and fax to AEONMALL.
Upon receiving a valid request for the Personal Data provision, AEONMALL will notify about the duration, place and form of provision of the Personal Data; actual costs for printing, copying, capturing, sending information via postal service, fax (if any) and payment method and term; and provide the Personal Data in accordance with the order and procedures prescribed by law.
++ In case the Member is unable to directly edit the Personal Data due to technical or other reasons, the Member shall send a correction request to AEONMALL via email mentioned in Article XI of this Regulation or by other forms expressed in a format that can be printed, reproduced in writing, including in electronic form or in a verifiable format. After the Member agrees to correct the Personal Data, AEONMALL will correct the Personal Data as soon as possible or as prescribed by specialized law. In case it is not possible, AEONMALL will notify the Member after 72 (seventy-two) hours upon receiving the correction request.
For unwanted consequences, damages may occur during the processing of the Personal Data; complaint settlement; security commitment, and other detailed content, please see the Privacy and Personal Data Processing Policy issued by AEONMALL at the link: https://shop.aeonmall-vietnam.com/pages/en/chinh-sach-bao-mat-va-xu-ly-du-lieu-ca-nhan.html
VI. INFORMATION MANAGEMENT MECHANISM ON THE MARKETPLACE
6.1. Mechanism for reviewing and controlling information about the Seller and the Product posted on the Marketplace
- Information is constantly censored by personnel to promptly detect and remove infringing contents and Products from the Marketplace.
- The Marketplace has mechanism to receive reviews, reports, and feedback on the Products and the Sellers, through which the Member can carry out giving feedbacks and reporting on the Products, the Sellers, and infringing content on the Marketplace (if any).
6.2. Prohibited acts/Products on the Marketplace and sanctions for violations
6.2.1. List of the Products prohibited for sale on the Marketplace
- Narcotic substances (as specified in Appendix I of the Investment Law 2020 and its amendments and supplements);
- Chemicals and minerals (specified in Appendix II of the Investment Law 2020 and its amendments and supplements);
- Specimens of wild plants and animals (specified in Appendix I of the Convention on international trade in endangered species of wild fauna and flora); specimens of endangered and rare species of forest fauna, flora, and aquatic products of Group I which are exploited from the wild (specified in Appendix III of the Investment Law 2020 and its amendments, supplements);
- Aquatic products with residues of toxic substances exceeding the allowable limit according to current law, aquatic products with natural toxins that are dangerous to human life;
- Buying and selling people, tissues, corpses, human body parts, human fetuses;
- Business activities related to human cloning;
- Firecrackers;
- Foreign objects, antiques of illegal origin;
- Cultural products that are reactionary, depraved, superstitious or harmful to aesthetic and personality education;
- Pepper spray, anesthetic gun;
- Military weapons, equipment, techniques, armaments, special-use military and police vehicles; military equipment (including badges, rank insignia, military insignia of the army and police), military equipment for the armed forces; special components, parts, spare parts, materials and equipment, specialized technology to manufacture them;
- Dangerous toys, toys harmful to personality education and children's health or to social security, order and safety (including video game programs);
- Veterinary drugs, pesticides banned or not yet allowed to be used in Vietnam according to regulations;
- Fertilizers that are not on the list of fertilizers permitted to be produced, traded and used in Vietnam;
- Plant varieties that are not on the list of plants permitted for production and trading; plant varieties that are harmful to production and human health, the environment, and ecosystems;
- Livestock breeds that are not on the list of animals permitted for production and trading; livestock breeds that are harmful to human health, livestock genetic resources, the environment and ecosystems;
- Imported discarded materials which causes environmental pollution;
- Medicines for human treatment, vaccines, medical biological products, cosmetics, insecticides and germicidal chemicals and preparations, disinfection in the household and medical fields that are not yet allowed to be used in Vietnam;
- Types of medical equipment that are not yet allowed to be used in Vietnam;
- Food additives, food processing aids, micronutrients, functional foods, high-risk foods, foods preserved by irradiation, genetically modified foods that have not been permitted by the competent authority;
- Cigarette; machinery and equipment specialized in cigarette production and spare parts;
- Equipment, camouflage devices and software used for audio recording, video recording and positioning;
- Paintball gun;
- Embargoed items;
- Goods that infringe intellectual property rights: Counterfeit goods, fake goods, unauthorized copies of a product or object that may infringe the intellectual property rights of third parties;
- Used cosmetics;
- Counterfeit money and seal;
- Credit and debit cards;
- Currency;
- Electronic monitoring devices and other electronic equipment such as television cable splitters, radar scanners, traffic signal control devices, eavesdropping devices;
- Prohibited foods: For the safety of all Member, the Seller should not post the following related foods/products on the AEONMALL E-commerce Marketplace:
+ Medicinal products: items introduced as effective in the diagnosis, cure, treatment or prevention of disease in humans or animals; contraceptive, anesthetic, or temporary or long-term inhibition/termination/enhancement of physiological function (e.g. pharmaceutical, weight-loss drug being off-labeled, mislabeled or misbranded);
+ Toxic food: Food that contains prohibited ingredients or exceeds the allowable rate; adulterated food without sufficient notice to the Customer prior to the time of transaction;
+ Any food items that are harmful to human health;
- Unpasteurized dairy products;
- Wild mushrooms;
- Lock-picking devices;
- Lottery tickets;
- Gambling machines;
- Products have been recalled for reasons that are not safe for users;
- Stocks, shares, types of securities and types of seals;
- Cryptographic products used to protect State secret information;
- Services: The provision of services, especially illegal services such as prostitution and, debt collection services are prohibited on AEONMALL E-commerce Marketplace.
6.2.2. List of Product are not used for promotion on the Marketplace
- Alcohol, lottery, tobacco, medicines for human use, including drugs that are allowed to be circulated according to regulations of the Ministry of Health.
- Goods and services banned from circulation in Vietnam.
- Other goods and services are banned from promotion as prescribed by law.
6.2.3. Prohibited acts in introducing, advertising the Products
The following actions are strictly prohibited in the activities of posting information to introduce and advertise the Product on the Marketplace:
- Advertisements of products, goods and services banned from advertising according to the provisions of Article 7, Law on Advertising 2012.
- Advertisements that reveal state secrets, harming national independence, sovereignty, security, and national defense.
- Advertisements lacks aesthetics, contrary to the historical tradition, culture, morality, fine customs, and traditions of Vietnam.
- Advertisements affect the urban scenery, the traffic safety and the social safety.
- Advertisements that adversely affect the sanctity of the National Flag, National Emblem, National Anthem, Party Flag, national heroes, cultural celebrities, leaders and leaders of the Party and State.
- Advertisements that are ethnically discriminatory, racist, infringing on freedom of belief and religion, gender stereotypes, or people with disabilities.
- Advertisements that offend the reputation, honor and dignity of organizations and individuals.
- Advertisements that use an individual's image, speech or writing without the individual's consent, unless otherwise permitted by law.
- Advertisement is incorrect or misleading about the Seller's business ability and ability to provide the Product; on quantity, quality, price, utility, design, packaging, trademark, origin, type, service method, warranty period of registered or announced Product.
- Advertising by using the method of direct comparison of the price, quality, and efficiency of using their Products with the price, quality, and efficiency of using products, goods, and services of the same type of the other organizations and individuals.
- Advertisements that use the words "unique", "best", "number one" or words with similar meanings without legal documents proving it according to regulations of the Ministry of Culture, Sports, and Tourism.
- Advertisements with unfair competition content in accordance with the law on competition.
- Advertisements that violate the law on intellectual property.
- Advertisements that make children think, speak and act against the traditional customs and ethics, negatively affect the children’s health, safety, or natural development.
- Other acts that violate the law on advertising.
In case of a change in the provisions of the law, such change shall apply.
6.2.4. Prohibited acts in promotional activities on the Marketplace
- Promotions for goods and services banned from business; goods and services for which business is restricted; goods that have not been allowed to circulate; services that have not been allowed to be provided.
- Goods and services used for promotion are goods and services banned from business; goods and services for which business is restricted; goods that have not been allowed to circulate; services that have not been allowed to be provided.
- Promotion or use of tobacco, alcohol with an alcohol by volume of 30 degrees or more for promotion in any form.
- Promotions that are dishonest or misleading about goods and services to deceive customers.
- Promotions for the consumption of poor-quality goods, which are harmful to the environment, human health, and other public interests.
- Promotions that aim at unfair competition.
- Conducting sales promotion where the value of goods or services used for promotion exceeds the maximum limit, or to reduce the price of goods or services subject to promotion beyond the maximum specified in Clause 4, Article 94 of the Commercial Law 2005.
In case of a change in the provisions of the law, such change shall apply.
6.2.5. Sanctions for violations
Depending on the seriousness level of the violation, the Management Board is entitled to implement one or all the sanctions below:
- Remove the Seller’s Product if the Product violates provisions in this Regulation. The Products not suitable for the specified category will be deleted or transferred to another category that the Management Board deems suitable.
- Decide whether to retain or remove infringing Products posted on the Marketplace site without prior notice.
- Check and/or suspend or cancel any order and/or Product without incurring any responsibility when AEONMALL has any suspicion that the Order and/or Products are not suitable in accordance with AEONMALL's policy or the provisions of law.
- Proceed to temporarily deactivate or delete the Seller's account.
- Limit participation in sales promotion programs for the Seller.
- Request the Seller to pay the highest violation penalty as prescribed by law.
- Termination of e-commerce service contract signed between AEONMALL and the Seller.
- Claim compensation for actual damages arising from the Member's breach.
- Prevent, terminate, or restrict the Customer's access to and/or use of the Marketplace.
- Proceed to temporarily block or delete the Customer's account.
- Reject the registration of the Customer's Account.
6.3. Process for the cooperation with intellectual property rights holders in reviewing and removing intellectual property infringing products on the marketplace
Step 1:
Intellectual property rights (“IPR”) holders submit a request to the Seller to remove products that infringe IPR on the Marketplace. In case the Seller refuses to perform or has no response within 30 (thirty) working days from the date of submitting the request, go to Step 2.
Step 2:
The IPR holders sends to the Management Board a request to review and remove the Product infringing IPR together with documents proving that the Seller infringes IPR, including:
- Evidence (Including but not limited to photos/videos taken/screenshots, ...) of Products infringing IPR posted for sale on the Marketplace.
- Copyright registration certificate/ related rights registration certificate/ protection title for industrial property objects/ plant variety protection title.
- Document expressing the right to request the organization/individual that infringes IPR to stop the infringing act in case he/she is not the IPR holder.
- Judgment/Decision of a competent state agency concluding the Seller's violation of IPR (if any).
- Documents and information exchanged with the Seller about the request to remove the Products infringing IPR on the Marketplace.
Step 3:
At the request of the Management Board:
- IPR holders provide more information and documents in case the documents as provided in Step 2 above are not clear enough to assess the infringement of IPR or not.
- The Seller who is required to remove Products that infringe IPR must respond to the request of the IPR holder and provide relevant documents and information together.
- Organize 3-party meetings among the Marketplace, IPR holders, the Seller to assess whether there is an infringement of IPR or not (if necessary).
Step 4:
Depends on the documents and information collected from Step 2 and Step 3 above clearly show the infringement of IPR or not infringe IPR to the extent of the Management Board's usual understanding, the Management Board shall make the decision to remove or not remove the Product.
In case the assessment of whether there is an infringement of IPR or not beyond the understanding and ability of the Management Board, the Management Board shall request the IPR holder/Seller to transfer the case to competent authorities.
Step 5:
Based on the decision/judgment of the competent state agency (if any), the Management Board shall remove the Product that infringes IPR or allow the Product to be posted for sale that does not infringe IPR on the Marketplace.
6.4. Regulation on information safety, checking and supervising mechanism to ensure the information provision and management on the Marketplace
To ensure information security, the Member shall be solely responsible for the security and keeping all activities of using the service under their registered name and password.
VII. RESPONSIBILITY IN CASE OF TECHNICAL ERRORS
- The Marketplace is committed to making efforts to ensure the safety and stability of the entire technical system. However, in case of problems caused by AEONMALL's fault, AEONMALL will immediately apply measures to ensure the interests of the Customers.
- When performing transactions on the Marketplace, it is obligatory for the Members to strictly follow the procedures. The Management Board is committed to providing the best quality of service to members participating in trading. In case of technical errors, software errors or other objective errors resulting in the Members being unable to participate in transactions, the Members shall notify the Management Board via:
+ Hotline:
· AEON MALL Hai Phong Le Chan shopping mall– Hotline: 0225 3525 888
· AEON MALL Binh Duong Canary shopping mall – Hotline: 0274 6259 333
· AEON MALL Ha Dong shopping mall – Hotline: 0243 7576 999 (ext. 135)
· AEON MALL Binh Tan shopping mall – Hotline: 190063692
Operating hours: from 08:30 – 22:00 every day from Monday to Sunday.
+ Email: [email protected]
- We will fix the error as soon as possible, enabling the Members to join the Marketplace.
- However, the Management Board will not be responsible for handling it in case the notice of the Members does not reach the Management Board, arising from technical errors, transmission errors, software or other errors not caused by the Management Board.
VIII. THE RIGHTS AND OBLIGATIONS OF THE MANAGEMENT BOARD
8.1. The rights of the Management Board
(a) Issuing procedures and mandatory conditions applicable to the Member participating in the Marketplace.
(b) In case there are reasons to prove that the information provided by the Member to the Marketplace is incorrect, misleading, incomplete, or violates the law or fine Vietnamese customs, the Marketplace has the right to refuse, suspend or terminate the Member's right to use the service.
(c) Terminating of the Member's rights and the right to use one or all of the services of the Member in case that the Member:
- violates the Regulations of the Marketplace; or
- infringes on the rights of consumers on the Marketplace; or
- has behaviors that affect business activities on the Marketplace.
(d) Immediately terminating the Member's right to use the service and membership if the Management Board detects that the Member has engaged in fraudulent activities, counterfeiting, disrupting the market, causing disunity with other Members of the Marketplace, has activities in violation of current laws of Vietnam. In case of termination of the Member’s right and the right to use the service, all certificates and rights granted for the Member shall automatically be invalid and terminated.
(e) Keeping the copyright to use the services and contents on the Marketplace in accordance with the legal provisions on intellectual property protection in Vietnam. All icons and contents in different languages are owned by the Marketplace. Any illegal copying, use and dissemination of the above property rights is strictly prohibited.
(f) Reserving the right to change the service table, price list and payment method during the time of providing services to the Member according to the demand and conditions of the Marketplace and shall notify the Member in advance 01 (one) week before the change.
8.2. The obligations of the Management Board
(a) Registering to set up a Marketplace in accordance with the law and publish the registered information on the homepage of the website and on the application;
(b) Composing and publicly announce on the Marketplace the operating regulations of the E-commerce marketplace in accordance with the law; monitor and ensure the implementation of that regulation on the marketplace;
(c) Investigating and verifying the Seller's registration information to provide the Product on the Marketplace;
(d) Developing and implementing a mechanism to check and monitor to ensure that the information provided by the Seller on the Marketplace is accurate and complete;
(e) Storing the Member's registration information on the Marketplace and regularly updating relevant mechanisms and policies to change and supplement;
(f) Establishing a mechanism to allow the Seller on the Marketplace to perform the contract conclusion process using the online ordering function in accordance with the law;
(g) Taking responsibility for building the Marketplace, including some main tasks such as: research, design, purchase hardware and software equipment, connect to the Internet, develop policies to regulate the operation of the Marketplace in the permitted conditions and scope;
(h) Deploying and cooperating with partners in building a system of services and utility tools for the trading of participating the Members and users on the Marketplace;
(i) Taking necessary measures to ensure the security of information related to the Member's business secret. Not disclosing, transferring, leasing or selling information related to the Member's business secret or the Member’s personal information without the consent of the relevant parties, unless otherwise provided for by law;
(j) Taking timely measures when detecting or receiving a report on illegal business behavior on the Marketplace:
- Preventing and removing information about the Product included in the list of banned goods and services or the list of banned business lines as prescribed by law;
- Removing information about the Product that violates the law within 24 (twenty-four) hours from the time of receiving a request from a competent state management agency;
- Coordinating with intellectual property rights holders to review and remove Products that infringe intellectual property rights according to the process and procedures published in the Regulation;
- Warning or refusing to provide the E-commerce Services for a definite or permanent period to individuals, traders and organizations that commit illegal business acts.
(k) Supporting state management agencies to investigate and handle illegal business acts and settle disputes and complaints:
- Providing information about subjects with signs and violations of law on the Marketplace to the competent state management agency when detecting or receiving the above information;
- Regularly updating keywords as recommended by competent state management agencies and filtering information by keywords before information about goods and services is posted on the website;
- Receiving and responding to information to resolve complaints, reflections and disputes related to the Marketplace at the E-commerce management portal of the Ministry of Industry and Trade at address online.gov.vn.
(l) Requiring the Sellers that have Products on the list of goods and services subject to conditional business on our website to provide a Certificate of eligibility for business in respect of those goods and services (in case it is required by law to have a business eligibility certificate);
(m) Publicly announcing the mechanism to resolve disputes arising during trading on the Marketplace. When the Customer on the Marketplace has a conflict with the Seller or suffers damage to his/her legitimate interests, the Management Board must provide the Customer with information about the Seller, actively support the Customer to protect the Customer’s legitimate rights and interests;
(n) Designating a focal point to receive requests and provide online information to state management agencies about subjects showing signs of law violation; this focal point shall provide information within 24 hours from the time of receiving the request to promptly serve the inspection, examination, handling of violations and settlement of complaints and denunciations;
(o) Being the focal point to receive and resolve consumer complaints in case a transaction is performed on the Marketplace with more than 2 parties involved;
(p) Storing information about order transactions made on the Marketplace in accordance with the law on accounting;
(q) Jointly compensating for damage in case of breach of obligations specified in Clause 9.2(j), Clause 9.2(k) of this Article and causing damage;
(r) Maintaining the normal operation of the Marketplace and quickly fixing the problems that affect the operation of the Marketplace such as: technical problems with machines, software errors, internet connection system, human resources, social upheavals, natural disasters, power outages, decisions of State agencies or a related third party. In case of force majeure events such as: natural disasters, fires, social ups and downs, decisions of authorities, etc. which are beyond our control, the Marketplace shall not be responsible for related zone;
(s) Complying with the provisions of the Commercial Law and relevant applicable laws on promotional activities;
(t) Compensating the Customer if the vouchers, service vouchers or customer loyalty cards issued by the Management Board are rejected by the partners contrary to the conditions announced on the website or on these vouchers, service vouchers, customer loyalty cards.
IX. THE RIGHTS AND OBLIGATIONS OF THE MEMBER
9.1. The rights of the Member
(a) When registering to become a Member, including the Customer and the Seller, of the Marketplace and is approved, the Member shall be able to buy and sell goods posted on the Marketplace;
(b) For the Customer, the Customer shall be provided with a unique registration name and password to be used for managing his/her transactions on the Marketplace;
(c) For the Seller, the Seller shall be provided with a unique registration name and password to be used for selling their products on the Marketplace;
(d) The Member has the right to contribute ideas to the Marketplace during its operation. Proposals are sent directly by mail, fax, email or by calling the Marketplace.
9.2. The obligations of the Member
(a) The Member is responsible for providing the necessary information related to the Member to ensure the completion of the Order including: transaction name, address, selected payment method, phone number;
(b) Particularly, the Seller must provide complete and accurate information including the name and address of the trader's or organization's headquarters; number, date and place of issue of the business registration certificate or equivalent document of the trader, or the number, date of issue and the establishment decision-granting unit of the organization; phone number or another online contact method;
(c) The Seller must:
- Be responsible for any and all errors, violations, negligence, omissions and other similar actions caused by its personnel, contractors, agents, or any person authorized by Sellers to operate the account and process the Orders. The Sellers will compensate AEONMALL for any losses or damages arising directly from the fault of the above third parties.
- Compliance with law provisions about tax, including declaring, paying taxes, as well as issuing valid invoices and documents to the Customer including the purchase of the Products and delivery fees (unless otherwise provided for by law).
- Proactively resolve and/ or coordinate with AEONMALL to resolve complaints and disputes arising from and/or related to the Sellers' business activities on the Marketplace including but not limited to complaints, disputes about the Products, intellectual property rights, sales invoice.
- Ensure that the Product listed on the Marketplace:
+ Is not in the list of the Product prohibited for sale on the Marketplace as details provided in List of the Product Prohibited for Sale on the AEONMALL Vietnam E-commerce Marketplace at the link: https://shop.aeonmall-vietnam.com/pages/en/san-pham-cam-dang-ban.html or as provided by law or decided by competent state agencies, or decided by AEONMALL from time to time;
+ Is Product with transparent origin, unused, and of good quality;
+ Correspond with drawings, specifications, description information about the Products provided by Sellers;
+ The warranty of the Product must be shown in accordance with the listed content or in accordance with the law.
- Provide accurate, truthful, and complete Product Information.
- Maintain the Product status of available and sufficient when listing the Products on the Marketplace.
- At its own risk and responsibility, protect AEONMALL from losses, damages, claims, lawsuits or any similar acts arising out of or related to the Seller’s provision of the Products on the Marketplace.
- Obtain and maintain approvals/ licenses for advertising information, promotional information listed on the Marketplace (if any).
- Strictly comply with commitments on the quality of the Products are promoted according to the information provided.
- Be responsible for all issues related to copyright of content, images, and provided information and must ensure adequate information is provided in accordance with current laws on e-commerce;
- Comply and execute the provisions of applicable laws when applying the online ordering function on the Marketplace;
- Provide information about their business situation upon request of a competent state agency to serve e-commerce statistics;
- Comply with regulations of law on payment, advertising, promotion, protection of intellectual property rights, protection of consumer rights and other relevant laws when selling the Product on the Marketplace.
(d) The Member must ensure:
- Comply with AEONMALL’s policies and any accompanying amendments, replacements, and instruction for the Seller issued and announced by AEONMALL from time to time.
- Do not access or use the Marketplace for dishonest or illegal purposes including but not limited to, exploration, unauthorized information gathering, speculation, market manipulation, creating virtual Orders, creating virtual reviews of the Products for any reason.
- Any Information provided, posted by the Members is accurate, authentic, and agrees to assume full responsibility for such Information.
- Don't impersonate, misrepresent any person or entity, or make untrue or misleading statements about your affiliation with any person or entity;
- Not to gain unauthorized access to, or interfere with or disrupt computer systems or networks or data systems connected to the Marketplace in any way, including but not limited to, creating and spreading viruses or malicious code;
- Do not post, advertise, or transmit through the Marketplace any information prohibited by law.
- Do not interfere with another Member's access to or use of the Marketplace.
- Do not act to discredit AEONMALL and/or the Marketplace in any form such as causing disunity among Members by using a second registered name, through a third party or propagating or disseminating information that is not beneficial to the reputation of AEONMALL and/or the Marketplace.
- Recover and compensate AEONMALL for all damages arising from your violation of any provisions of AEONMALL's Policies.
- Do not adjust, modify, copy, disseminate, distribute, provide and create similar tools to services provided by the Marketplace to a third party without the consent of the Marketplace in this Regulation.
- Secure and keep all activities using service under the registered name, password, and email box.
- Promptly notifying the Marketplace of any unauthorized use, abuse, or breach of security, keeps his/her registered name and password for the two parties to cooperate in handling;
- The Seller and the Customer are responsible for providing information about transactions and goods to support the Marketplace in resolving disputes arising between the Customer and the Seller taking place through the Marketplace;
- The Seller is responsible for compensating the Customer for damage if it can be proved that the fault belongs to the Seller.
9.3. Separation of responsibilities between the Seller, the Customer and AEONMALL in solving problems arising from transactions performed on the Marketplace
If a dispute arises between the Members, the parties shall settle it on the basis of self-agreement, negotiation and conciliation. AEONMALL shall assist in the resolution of disputes by sending liaison and conciliation staff, if any Member has sufficient concrete and verifiable evidence of a breach to send it to AEONMALL. If the case is beyond its competence and capacity, AEONMALL shall request the violated party to transfer the case to the competent authorities. In this case, AEONMALL still supports to best protect the violated party.
If a dispute arises related to the use of related services between the Member and AEONMALL, AEONMALL shall resolve the case in accordance with the dispute and complaint settlement process published on the website/application.
X. TERMS APPLY
The Regulations officially take effect after five 05 (five) days from the date of posting on the website. AEONMALL has the right and can change this Regulation by notifying the Marketplace to the Member and complying with the law. The Member's continued use of the service after the revised Regulation are published and enforced means that the Member has accepted these revised Regulation.
XI. TERMS OF COMMITMENT
11.1. All Members when using the Marketplace to conduct online purchase and sale transactions, it means that the relevant parties have agreed to abide by this Regulation and its amendments and supplements from time to time in accordance with the provisions of law.
11.2. If you have any questions, please contact AEONMALL with the information below for answers:
AEONMALL VIETNAM CO., LTD.
Address: 3rd Floor, East Office, AEON MALL Long Bien, No. 27 Co Linh Road, Long Bien Ward, Long Bien District, Hanoi, Vietnam.
Hotline: (028) 3829 5370 (Ext: 140)
Operating time: from 8:30 – 17:30 every day from Monday to Friday.
Email: [email protected]
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ON BEHALF OF AEONMALL VIETNAM CO., LTD. (Signature and stamp)
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This policy was updated and published at 09/05/2024