TERMS AND CONDITIONS OF USE
Last revised on 1 July 2025
team www.iguide.ai and applications (“Foundation”) is managed by iGuide Joint Stock Company (“we" or iGuide.ai”).
As a user (“Friend" or "users”), you acknowledge and agree that you have read and understood these Terms and Conditions of Use (“Terms and Conditions”) as well as other policies and documents mentioned in these Terms. Your access, searching, use, or transactions on the Platform signify your acceptance of these Terms as well as other policies and documents mentioned or linked in these Terms. If you do not agree to abide by these Terms, please do not access, use, or transact on the Platform or make any bookings through our call agents. These Terms and other policies and documents mentioned below constitute a legally binding agreement between you and iGuide.ai.
Please return to this page on or before accessing, using, or transacting on the Platform to confirm and agree to the latest version of these Terms. We may adjust or modify these Terms (or parts thereof) at any time as necessary for the purpose of complying with applicable law or to reflect changes in our business operations. We will endeavor to notify you or send you notice of updates to the Terms on the Platform. The latest version of these Terms supersedes all previously published versions.
1. OUR PLATFORM AND SERVICES
iGuide.ai operates and manages a website and application that provides an online platform to connect you with suppliers, and also offers you services such as Q&A, browsing, searching, requesting service checks, booking, reserving, purchasing, joining, and paying, or, in certain cases, redirecting you to the supplier's distribution channel(s) to book, purchase, join, or pay for various types of services. "Products and Services" (“Service”) different as provided on the Platform, depending on operations in each region, including but not limited to:
1. Accommodation Services This includes temporary or long-term accommodation such as hotels, resorts, villas, serviced apartments, detached houses, cabins, hostels, budget guesthouses, dormitories, castles, cruises, homestays, and other forms of accommodation; including additional services such as last-minute reservations, special requests, in-room service, and other accommodation amenities that iGuide.ai identifies as part of the Accommodation Service (and includes various names for those services);
2. Food and Beverage Services This includes dining and culinary experiences at restaurants, cafes, fast-food outlets, craft breweries, pubs, specialty food markets, upscale restaurants, buffets, dine-in services, beachfront or riverside dining, food trucks, mobile food carts, as well as meal options served at specific times (breakfast, lunch, dinner, late-night) and various pricing models such as à la carte, set menus, monthly subscriptions, and any other form of dining that iGuide.ai identifies as part of the Food and Beverage Services;
3. Activities & Travel Experiences This includes sightseeing, entertainment, and exploration activities such as tickets to attractions, museums, theme parks, outdoor sports, adventure games, casinos, workshops, skills classes, interactive technology experiences, performance events, educational activities, and supplementary services related to the above activities; including health and beauty services, spas, massages, skin treatments, services for children, group or couple care, and other experiences that iGuide.ai identifies as part of. Activities & Travel Experiences;
4. Shopping Services and Tourist Assistance This includes shopping at malls, specialty stores, duty-free shops, local markets, jewelry stores, fashion boutiques, art studios, shopping tours, and fashion shows; as well as visitor support services including information centers, libraries, convention centers, airport lounges, embassies/consulates, hospitals, medical clinics, police stations, post offices, rental services (vehicles, equipment, guides), and other services that iGuide.ai identifies as part of the Shopping and Support Services;
5. Shipping Services This includes, but is not limited to, urban transportation, intercity transportation, airport shuttle services, premium/VIP transportation, eco-friendly vehicles, vehicles for adventure activities, event transportation, vehicles for people with disabilities or special needs, as well as additional services related to the above-mentioned forms of transportation that iGuide.ai identifies as part of the Transportation Services;
6. Tour Services This includes sightseeing programs by water, land, and air, as well as specialized activities such as spiritual tourism, healing tourism, photography tours, culinary tours, ecotourism, and other combined tour formats that iGuide.ai identifies as part of its Tour Services;
7. Combined Service Package This includes the combination of the products and services listed above with other non-financial services offered on the Platform, regardless of whether they are offered as an integrated service package;
8. Promotional and Interactive Activities This includes gift certificates, travel voucher discount packages, games, promotional campaigns, promotions, and other interactive activities organized or initiated on the Platform or on social media platforms, marketing channels, or third-party platforms that iGuide.ai partners with;
9. "Other Products" This includes, but is not limited to, baggage tracking services, international data plans, and other additional services that iGuide.ai identifies as part of the Other Products category.
In these Terms and Conditions, Accommodation Services, Food and Beverage Services, Activities & Experiences, Shopping Services, Guest Assistance, Transportation Services, Tour Services, Package Deals, Promotional and Interactive Activities, and Other Products (depending on context) will be referred to as “Product"
The Services on this Platform are provided by third-party providers and partners (referred to as “Supplier(depending on context) provides publishing and implementation services on the platform. IGUIDE Joint Stock Company, with company registration number 0110496856 and located at No. 90, Lane 89, Tu Lien, Group 6, Hong Ha Ward, Hanoi City, Vietnam, or other legal entities may be designated by us to provide all or part of the Platform to connect you and suppliers.
Unless we expressly state on the Platform that the Product is operated and provided by iGuide.ai, all Products are operated and provided to you by a third party. The terms and conditions for each specific Product will be provided by the Provider or iGuide.ai, as the case may be, and if not included or only partially included in these Terms, may be communicated to you (independently, by iGuide.ai or the relevant Provider, or incorporated into the relevant Product information) (“Product Terms”). These Product Terms will be deemed to have been acknowledged and agreed to by you (a) at the time you request a service check, make a reservation, reserve, participate in, or purchase and/or (b) when you receive your Booking Confirmation.Confirm Booking"This means when we issue you a receipt, confirmation of successful booking/purchase and/or e-ticket, discount voucher or e-card, as applicable, via email (sent to the email address you registered or entered at the time of booking), through your booking feature on the Platform, or through any other method that may be available in the future.
Users who are of legal age and full capacity under applicable law are eligible to access any of our Services on the Platform. Certain specific Products may be subject to age restrictions, limitations, or special requirements under applicable law. In such specific cases, we will publish the specific restrictions in these Terms and Conditions or in the Product Terms, or notify you (through reasonable efforts) of the minimum standards and conditions for users to be permitted to access each such specific Product. If you are a minor, have been declared or deemed to be incapacitated, or are subject to age restrictions or other limitations, you may not access the Services, use or transact on the Platform, or make reservations, bookings, participations, or purchases of the specific Products. All activities, participation, service inquiries, bookings, reservations, purchases, and other transactions conducted on our Platform will be governed by and bound by these Terms and Conditions.
You acknowledge that information relating to the Products published on the Platform is provided by the Supplier, its agents, aggregators, distributors, channel managers, or other third parties. Accordingly, we make no warranties or guarantees regarding the accuracy, availability, completeness, timeliness, or authenticity of any such information. We will not be liable or responsible for any errors (including typographical or data entry errors), interruptions (caused by damage, repairs, or upgrades to the Platform, whether temporary and/or partial), inaccurate, incomplete, misleading, or false information about the Products provided on the Platform by the Supplier, its agents, aggregators, distributors, channel managers, or other third parties. While we may assist you in contacting the relevant Suppliers to help resolve the issue amicably, we make no warranties and/or guarantees, nor accept any liability or responsibility (in any case) relating to the contact, facilitation, or the outcome (satisfactory or unsatisfactory) resolution of the issue.
Prices and product details are not fixed and may change depending on market conditions, demand, supplier policies, or other commercial factors, which may result in incomplete, inaccurate, irrelevant, outdated, or out-of-date information on the Platform. Prices or product details displayed on the homepage or during your search may change when you proceed to the checkout page. You must carefully check the final price and related product details before proceeding to checkout for your selected product, including assessing whether the final price may be inaccurate on the Platform – which no ordinary person would consider appropriate or business-wise (“”)Actual Error”) - or not. If you proceed with the purchase when a True Error occurs, you acknowledge and agree that we will not be liable or responsible for any bookings, reservations, and purchases that you agree to, accept, and successfully pay for on the Platform. Furthermore, we may cancel or refuse any booking, reservation, or purchase related to a True Error regardless of the origin of the error.
The Platform and Services do not constitute, and should not be considered, a recommendation for any Supplier listed on our Platform. We make no guarantees and should not be considered to be making any recommendations or suggestions regarding the quality of service or the rating of any Products and/or Suppliers on the Platform, and in no event will we be liable or responsible for any information, content, products, services, or other materials provided by Suppliers. The Supplier rankings displayed to you depend on various factors, including but not limited to keywords, destinations, departure dates, availability, service types, and filters you have entered during your search on the Platform. We believe you will find it convenient and satisfying to choose Products from the respective Suppliers according to your requirements. Additionally, Suppliers may refer you to other categories and preferences based on factors including, but not limited to, popularity, location, price, property type, reviews, star ratings, Promotions (as defined below), and special marketing campaigns or programs that each Supplier participates in with us. From time to time, we may offer certain programs under which Suppliers can improve their visibility on our Platform, and Supplier participation in such programs will typically be noted by specific labels or markings on the Platform.
Hotel ratings, star ratings, perks, trademarks, and other certifications awarded to Providers and/or displayed on the Platform are based on information provided by the Providers, user reviews on the Platform, and review sites published at our sole discretion. We do not endorse or verify hotel ratings, star ratings, perks, trademarks, and other certifications awarded to Providers and will not be liable or responsible for the accuracy of such ratings, perks, trademarks, and certifications. In no event will iGuide.ai be liable or responsible for any claims, losses, or liabilities related to ratings, perks, trademarks, and/or certifications displayed on the Platform provided by the relevant Providers. You shouldn't rely solely on hotel ratings, star ratings, perks, brands, or certifications; you should consider other factors of the Supplier and Product before making a reservation, booking, or purchasing the Product.
You access all content and information on the Platform at your own risk. You are solely responsible for any damages or losses to any party arising from such access. To the extent permitted by law, we will not be liable in any way for any loss or damage arising from the use of or exposure to content accessed on our Platform, including but not limited to errors or omissions, or additions, deletions, or modifications we make to our Platform. We do not guarantee that our Platform and Services will always be available or uninterrupted. We will not be liable to you for any loss or damage arising from the Platform or Services being unavailable or interrupted.
The Platform may contain advertisements and links to other external Platforms operated by third parties other than iGuide.ai, and in some cases, we may partner with our partners and allow them to place their advertisements and links on our Platform. From time to time, we may agree with our partners to display their advertisements in any of the following forms: (a) static or native images accompanied by a redirect link on the Platform to a specific page or partner platform, or (b) advertisements or marketing activities published or broadcast on the Platform or our marketing channels sponsored by the partner. Depending on the content of the embedded links, you may discover or click on the advertisement or link to learn more about the advertiser, product owner, and details about their products and services. In all cases, we have no control over the content of the advertisements displayed and those Platforms, including content, privacy, or other activities. When accessing Platforms or third-party platforms through or in connection with your transactions on our Platform, you may be subject to those third-party terms and conditions, and those terms and conditions are separate and independent from iGuide.ai and these Terms. Any data you provide on linked Platforms will be subject to the third-party cookie and privacy policies, and we recommend that you review those cookie and privacy policies before accessing them. You access those Platforms or platforms at your own risk and you agree that we are not responsible for the content, access, or availability of those Platforms. We do not endorse or recommend and are not responsible for the origin of those Platforms or other content and the potential for exposure to viruses, spyware, malware, or other harms when accessing those Platforms or other content. You agree to release us from all liability, costs, losses, or damages, directly or indirectly caused or alleged to be caused by or related to your use of or account for such content, Platforms, or resources. Certain advertisements may be tailored based on your interests or activity on our Platforms, in accordance with our Privacy Notice.
By using our Services and making reservations, bookings, or purchasing Products, you understand, acknowledge, and accept that you will also be subject to the terms and conditions set forth by our respective Suppliers.
2. PLATFORM-BASED LANGUAGES
The official language used on the website. www.iguide.ai
The mobile application (“Platform”) is in Vietnamese. All information, content, data, documents, functions, instructions, terms, conditions, and policies (“Content”) published on the Platform will be established, interpreted, and implemented in their original Vietnamese form.
To serve the needs of international users and increase access to information, the Platform may provide translations into other languages using automatic translation models (“Translations”). These Translations are for reference purposes only, to facilitate users in understanding and using the services on the Platform.
In all cases, if there is any inconsistency, discrepancy, difference in understanding, interpretation, or application between the Translation and the Vietnamese version, then:
(i) The Vietnamese version is always preferred;
(ii) The Vietnamese version is considered the official version, having legally binding force;
(iii) The translations are not intended to replace, modify, or supplement the content of the Vietnamese text in any way.
iGuide.ai makes no warranties, guarantees, or claims of the accuracy, completeness, or contextual appropriateness of any translations generated by its automated translation technology. Users are responsible for referring to the Vietnamese version when verifying accurate information, particularly regarding rights, obligations, terms of transaction, cancellation and return policies, Product Terms, or other legal matters.
By continuing to access or use the Platform, users acknowledge that they understand and agree that the Vietnamese version of all content on the Platform is the sole legal basis and that this applies to all relationships arising between the user, iGuide.ai, and the relevant Providers, unless otherwise provided by law.
3. BOOKING AND TRANSACTIONS ON THE PLATFORM
You agree that requests to check services, make reservations, book, use, or purchase related Products on the Platform are made (a) with Providers on the Platform, or (b) with iGuide.ai in the case where the Products are provided and executed by us. In case (a), iGuide.ai acts solely as the platform operator or intermediary for the booking, reservation, use, or purchase of Products between you and the respective Provider. Except in case (b), iGuide.ai does not provide, nor will have any obligation to provide, execute, or serve you, or own, operate, or control the Products for which you have requested to check services, make reservations, book, or purchase.
At the time you request a service check, make a reservation, reserve a product, or purchase a Product on the Platform, you also accept and agree to the Product Terms as stipulated by us, the Supplier, or as communicated by us on behalf of the Supplier, including changes, cancellations, refunds, no-show policies, or your specific requests. Confirmation of Booking is deemed to indicate that you have acknowledged and have read, understood, and agreed to all of the Product Terms as stipulated by us or the respective Supplier. In accordance with Section 7 (User Account), if you request a service check, make a reservation, reserve a product, or purchase a Product for and on behalf of another person, you will be considered an agent of the party named on the Confirmation of Booking. For this purpose, you warrant and represent that you are duly authorized and have sufficient authority and competence to bind the authorizing parties to these Terms. If you do not have the appropriate authority and competence, you will be bound by these Terms as if you were the user of the service. You are also responsible for informing the authorizing party of the terms applicable to the booking (including the Product Terms specific to the Product being booked) and ensuring that they agree to those Terms.
Your booking, reservation, or purchase may not be confirmed immediately after you successfully pay for the Product on the Platform. In this case, your payment receipt and/or your booking or purchase request receipt serves as proof that your request has been received for processing and we will endeavor to provide you with a Booking Confirmation within a reasonable timeframe. You acknowledge and agree that in some instances, requests for service checks, bookings, reservations, or purchases may take longer to provide a Booking Confirmation due to the supply chain processes that allow us to make the Product available on our Platform. You should check the status of your booking or purchase regularly to determine if your booking has been confirmed. If your booking, reservation, or purchase is not made within a reasonable timeframe, you must first contact us to check the status of your booking, reservation, or purchase before making any further requests for service checks, bookings, reservations, or new purchases for the same, alternative, or similar service that you originally booked, reserved, or purchased. This may result in you having too many service checks, bookings, reservations, or purchases (“Place the Insect”). We will not be liable for any refunds or compensation in any form if you make a Duplicate Booking. You fully acknowledge and agree that after the Booking Confirmation is sent to you, a separate contract is established between you (or your authorized party, as the case may be) and the Provider, and the corresponding services will be provided directly to you (or your authorized party, as the case may be) by the Provider.
You acknowledge and agree that we have no legal responsibility or liability arising from or related to any loss or damage caused to you by the Provider. In the event that the Provider fails to provide services as per the Booking Confirmation, or the Provider is dissolved, liquidated, restructured or reorganized, or is ordered by a competent court, or becomes insolvent or bankrupt, or is undergoing similar proceedings, or is unable to provide services to you in any way, you agree that any claim, recourse, or other litigation will be made against that Provider and not against iGuide.ai.
You must keep your account details, booking number, booking slip, booking confirmation code, or any unique code issued to you by the system confidential. iGuide.ai and the Provider will not be liable for the loss, theft, or destruction of your booking number, booking slip, booking confirmation code, or any unique code issued to you by the system. Any bookings, and subsequent actions, made from your account will be considered to have been made by you or persons authorized by you. However, we reserve the right to refuse any request originating from your account if we have reason to believe that the request originating from your account was not made by you or not authorized by you. We also reserve the right to refuse any booking requests made in your name or related to your account by anyone other than you, including family members or companions, even if they have accurate information relating to your account.
We reserve the right, but not the responsibility, to refuse or not proceed with any booking, or cancel any of your Booking Confirmations or your participation in any Activities in the following circumstances:
● The product that you have reserved, pre-ordered, or purchased is no longer available from the Supplier;
● Actual Error;
● Related products are no longer available on the platform;
● You fail to pay the outstanding amount for the Product you reserved, pre-ordered, or purchased; or the Supplier or iGuide.ai is unable to receive that payment on the specified date or when it becomes due due to your fault, whether intentional or unintentional;
● Outstanding payments for Products you have reserved, pre-ordered, or purchased that have not been successfully paid, credited, or debited from your account, credit card, debit card, wallet, or any other alternative payment method; or such payment could not be made due to errors occurring by the banking system or payment service providers within or outside the Platform;
● You provided incomplete, inaccurate, erroneous, or misleading information at the time of booking;
● Force majeure event;
● A technical issue occurring on the Platform, including incorrect information regarding the price or details of Products advertised on the Platform, which (a) was noticed or should have been noticed by you, or (b) a person of normal, reasonable judgment would not consider it to be a reasonable price in commercial practice, or the Supplier would not actually be able to provide the service at that price;
● Any violations, actions, or events related to the Service Suspension Section and the User Account Deletion or Deactivation Section.
In the above cases, our sole responsibility is to contact the Supplier (if applicable) to provide you with a replacement product or service or a refund, but in all cases, we remain subject to the policies and decisions of the relevant Supplier.
From time to time, we may partner with authorized third-party platforms and provide portions of our Services within those third-party platforms through redirection. If you access our Services through such a third-party platform and make a reservation, reservation, or purchase related Products, such reservation, reservation, or purchase will be governed by these Terms and Conditions in full force and effect. Any terms, policies, or guidelines provided by such a third-party platform are independent of and cannot supersede or override the content of these Terms and Conditions. For more information about our authorized third parties, please contact our Customer Service department.
We will not be responsible for any direct transactions or interactions between you and the Provider (or any third party) that occur outside of the Platform.
4. SPECIAL REQUIREMENTS
You may submit special requests for a specific Product when making a booking on the Platform or contact our Customer Service department or the Provider directly (if applicable). Requests will be processed at the Provider's discretion, based on service availability and other factors. Your special requests may be subject to fees and/or surcharges by the relevant Provider based on that Provider's discretion and/or policy. You agree that special requests may or may not be fulfilled by the Provider due to service availability limitations or other reasons. iGuide.ai is not responsible for the availability of services and/or the fulfillment of your special requests by the Provider.
5. TRAVEL ADVICE AND DOCUMENTATION
You are solely responsible for: (a) understanding and familiarizing yourself with the travel regulations of your departure and arrival locations, the regulations of your carrier, and/or the regulations at transit locations; (b) selecting your journey, route, and destination throughout your trip; and (c) calculating and mitigating risks when traveling to your chosen destination, as well as meeting any necessary travel requirements of your chosen destination (which may include, but are not limited to, passport, visa and transit visa requirements, insurance, health and vaccination requirements, medical declarations, such as declarations of maternity, disability, or other medical conditions required under specific travel conditions, and/or any other travel documents required by airlines).
iGuide.ai makes no guarantees or assurances that travel to these locations is recommended or risk-free, and iGuide.ai assumes no legal responsibility for any personal injury, damage, or loss arising from travel to these destinations. iGuide.ai will not be liable for any incidents that occur during your trip or stay.
iGuide.ai is under no obligation to verify or inform you of any travel requests from third parties or jurisdictions. Any information provided by iGuide, Providers, or third parties on the platform, or in connection with us, is supplementary to your decision-making. Therefore, we will not be liable or responsible to you or any third party for any personal injury, loss, or damage you suffer or may suffer as a result of not having the required travel permit, visa, or authorization required by the land you are visiting. You are solely responsible for this matter.
6. PROMOTIONS
From time to time, we offer specific campaigns, special programs and promotions for the benefit of users on the Platform, including but not limited to special prices, discount codes, coupons, promo codes, special offers, free gifts for Products and iGuide.ai points (“Promotion”). Promotional programs may be offered by iGuide.ai, Suppliers, or our strategic and campaign partners (“Sponsors"). Certain Promotions may be limited to specific locations and regions, eligible user groups, or based on specific campaigns or Products designated by the Sponsor. Unless otherwise stated, a Promotion cannot be combined with other Promotions and/or loyalty programs available on the Platform. Promotion details, including terms and conditions, usage, redemption, and specific conditions, will be based on the specific terms posted on the Platform throughout the Promotion period. Promotions cannot be redeemed for or refunded in cash, credit, travel vouchers, iGuide.ai discount coupons, or Other Products. To receive a Promotion, you must ensure you meet the eligibility requirements and comply with the Promotion's terms.
The promotion may not cover the full product price, and you must pay the difference after deducting the promotion amount to use the product.
You may be subject to tax obligations on the value of the Promotion you are entitled to. In that case, you agree to assume full responsibility for complying with all tax obligations and to exempt us from such obligations. We will endeavor, but are not obligated, to notify you in advance or at the time of redeeming the Promotion.
7. CANCELLATION, MODIFICATION, REFUND, AND ADDITIONAL FEES
In the event you wish to change or adjust your booking details (including but not limited to adding/modifying, changing dates, itineraries, and/or passengers) or voluntarily cancel your Booking Confirmation, you may change, adjust, or cancel through our available features on the Platform or by contacting our Customer Service department. You agree that (a) eligibility for changes, adjustments, cancellations, or refunds will be subject to the Terms of Service as stipulated by the Provider and us (if applicable) and (b) service fees, or additional costs associated with changes, adjustments, cancellations, or refunds may apply. iGuide.ai will contact the Provider regarding the requested changes or adjustments; however, our response to you will depend on the Provider's response. Please note that you may be required to pay additional fees to the Provider for changes or modifications as requested. These additional fees will be paid on the Platform using our available payment channels. iGuide.ai reserves the right to charge contact fees, service fees, or other fees in addition to those charged by the Provider. Please note that some special requests, modifications, or additions may be non-refundable under the relevant Provider's terms and conditions.
In the event your Booking Confirmation is modified, rescheduled, or cancelled by the Provider, we will, at your request and subject to the Provider's approval and terms and conditions, contact the Provider to request a refund or rescheduling (if applicable). We do not guarantee that the Provider: (a) will refund you in full or in part, (b) will agree to or confirm your proposed rescheduling, or (c) will respond to and process your request promptly.
If you change your plans after your Booking Confirmation has been issued, you should resubmit your schedule, adjustments, or changes through the available channels on the Platform to avoid any data mismatches. If you have resubmitted your schedule, adjustments, or changes (including but not limited to changes to dates, routes, and/or passengers, class of service, room upgrades, or additions) directly to the Provider, iGuide.ai will not be responsible for issues related to rescheduling, adjustments, or changes to your original booking, reservation, or purchase made on the Platform. In this case:
● We will not be obligated to update you on your booking on the Platform or notify you of schedules, adjustments, or changes through any communication channel you suggest; and
● We will not be liable or responsible for any losses, claims, or any legal consequences arising from you scheduling, adjusting, or changing your booking directly with the Supplier.
Under the terms of our payment processing system, we primarily process your refunds, both voluntary and involuntary, by returning the refund through the original payment method you used to pay for your Booking Confirmation. If your refund cannot be processed through your original method or if the original payment method you used to pay for your Booking Confirmation is via bank transfer or payment through our offline payment partners, we will only refund to the valid bank account designated according to the information you registered on the Platform when submitting your refund request (“Designated Bank Account”). We reserve the right to withhold and refuse to process refunds to the Designated Bank Account if we consider or have reason to suspect that the refund request may violate or potentially violate laws relating to money laundering, terrorist financing, fraud, or other criminal activities, or may potentially involve illegal activity. We may report these matters to the relevant authorities (if applicable) to comply with our legal obligations under applicable law. We will not be liable for the accuracy, correctness, or completeness of the information you provide.
To the extent permitted by law, if (a) we are unable to process your refund using your original payment method, whether that inability is caused by the payment processing provider, iGuide.ai, or you, (b) you fail to provide us with the necessary information to process your refund, do not register or enter your Designated Bank Account on the Platform, the Designated Bank Account you enter is incorrect, invalid, or cannot be found by the bank's system, and (c) we are unable to contact you, or you do not respond to us after our attempts to contact you, including via your registered email address or phone number, you are deemed unreachable for processing your refund request, and iGuide.ai has the right to discontinue processing your refund request.
Please visit Refund Bank Account Page Please review our terms and conditions for the Designated Bank Account, which is also one of the policies applicable to the use of the Platform.
Under applicable law, iGuide.ai reserves the right to deduct or offset certain fees (including refund fees, seller fees, bank fees, and other service fees) arising from the refund or refund process from your requested amount to cover reasonable expenses incurred in connection with the cancellation. You will be notified of any deducted fees (if any) after you submit your refund request or after the refund has been credited to your account.
In some cases, the Supplier, by contacting you through us, may offer an alternative refund or payment in the form of travel credit instead of cash or money transfer to your account. We will contact you regarding this alternative in accordance with the Supplier's policy and/or guidelines. You acknowledge that we will not have the final say or consideration regarding the Supplier's policy or guidelines. If you are not satisfied with such an alternative, you may directly file a complaint or take any legal action against the Supplier.
To the extent permitted by local laws and regulations, iGuide.ai may offer you alternative refund options including vouchers, reward points, iGuide.ai coupons and/or codes for cancelled bookings on the Platform. If you agree to accept the above alternative refund options, your right to receive cash or bank transfer refunds will not apply and iGuide.ai's obligation to refund in cash will be waived.
iGuide.ai will not be held responsible or liable for refund errors caused by delays on your part or by your failure to cooperate with iGuide.ai in processing your refund request within the valid timeframe.
Payments, in whole or in part, by any method of payment under this Promotion are non-refundable, unless otherwise stipulated in the specific terms of that Promotion.
In any circumstances where you have paid for a booking but have not received your ticket, we may cancel your booking and automatically refund the payment you have made. This refund will be processed using the original payment method or by transferring funds to your Designated Bank Account.
8. USER ACCOUNT
Although we may allow you to request service checks, make reservations, book or purchase certain Products on the Platform without an account or login to the Platform, we recommend that you create an account and log in to the Platform before making any transactions for a better, more convenient user experience and fuller access to the features available on the Platform. You agree to provide us with truthful, up-to-date and complete information during the registration and maintenance of your account with us. Please see Privacy Notice To learn about how we collect and process your personal data for account registration purposes under our customer identity verification process (“KYC) Our policy is to refuse your account registration to the best of our ability. Within the limits of the law, iGuide.ai reserves the right to refuse your registration. We encourage you to maintain all registered communication channels (including email, phone number (including all related communication channels linked to that number or email), device push notifications, and in-app inbox) and ensure that these channels are active and accessible to ensure you receive important notifications regarding your account activity. We will not be liable for any loss or damage you may incur if you miss a notification.
You cannot transfer or assign your account to any other party. You must ensure that only you can use your account and you warrant and guarantee that you will not allow any other party to use your identity or account for any reason, unless authorized by iGuide.ai.
You are responsible for maintaining the security of your username, password, and any identification documents related to your account identity (such as email and phone number) and ensuring that they remain under your control and taking appropriate precautions to prevent unauthorized access, including using strong passwords and enabling available security features such as two-factor authentication or third-party authentication systems.
We encourage you to report any unauthorized use, access, or security breaches to your account. If we receive a report of potential unauthorized access or a similar issue, we will begin an incident review process to assess the problem and determine the veracity of the claim. This process may include verifying your account activity, identifying potential security breaches, and evaluating whether any unauthorized access occurred due to a vulnerability on our part.
If our assessment determines that the unauthorized use or access was not due to a fault or security breach on our systems, infrastructure, or services, iGuide.ai will not be liable for security incidents resulting from user identity breaches, inadequate security measures on the user's part, or actions by third parties beyond our control.
You acknowledge that email or phone numbers may be reused by email and/or mobile service providers and agree that we will not be responsible for any access, loss, or misuse of the account resulting from the account being transferred to another party. If your registered email or phone number is deactivated or you change your registered email or phone number, you must update your account information immediately. If you become aware that your email or phone number has been reused and is linked to an account that is not yours, you must notify us immediately so that we can take appropriate action.
9. SUSPEND SERVICE AND DELETE OR DECACTIVATE USER ACCOUNTS[1]
We are committed to protecting the security of user accounts and safeguarding them from unauthorized access, data breaches, and other security threats. In the event of any unauthorized breach, disclosure, or security risk affecting a user's identity, we reserve the right to take proactive measures to protect accounts and personal data. These measures may include, but are not limited to, resetting passwords, temporarily deactivating or suspending access, restricting certain activities, or requiring additional verification steps to ensure the legitimate owner maintains control of the account.
The actions referred to in this section may be taken at our sole discretion, without prior notice, when we deem it necessary to prevent harm or if we reasonably perceive or believe that you:
● has violated these Terms and Conditions;
● Failure to comply with specific Product Terms;
● Violation of the law;
● Abuse, engaging in fraudulent or inappropriate activities for purposes or benefits other than those intended by the Platform and Services we provide;
● Engaging in illegal or unethical conduct or directly benefiting through system errors or by deploying third-party extensions, or in any way failing to comply with the rules set forth in the relevant terms of the Product;
● Any conduct or involvement in criminal or illegal activity;
● Inappropriate behavior, threats, insults, posting any inappropriate content, or refusal to cooperate with us in connection with your use of the Platform, Products, or Services; or
● Listed on a “blacklist” or “watchlist” published by a government or international organization, or subject to any international sanctions program or economic restrictions.
In any of the following circumstances, we may, at our sole discretion, immediately delete or deactivate a user's account and permanently block you from using our Platform and Services, if we believe such action could affect the Services, the operation of the Platform, the Products offered by Suppliers, or our reputation or our business:
● You have made a serious violation of any of the activities listed in the Section on Suspending Service and Deleting or Deactivating User Accounts;
● You have failed to remedy the breach of these Terms or comply with instructions or requests relating to the inspection process during the suspension period; or
● You have previously been suspended or locked by us under the Service Suspension and Deletion or Deactivation of User Accounts section and have repeatedly violated the above-mentioned activities regardless of whether those activities belong to the same or different list of prohibited activities, or we have repeatedly been unable to receive your payments for Bookings and Transactions on the Platform due to your fault, intentional or unintentional.
According to the Platform Booking and Transactions section, suspending, locking, deleting, or deactivating your account as described above will not affect your Booking Confirmations made before we suspended, locked, deleted, or deactivated your account. You will still be able to access your Booking Confirmations, including correspondence related to your account prior to the suspension, locking, deletion, or deactivation. However, suspending, locking, deleting, or deactivating your account may affect other details related to your account, including but not limited to iGuide.ai reward points, iGuide.ai preference programs, coupons, games, leaderboards, referrals, or other details that may have been available to you while your account was still active.
During the suspension of our Services or the suspension of your user account, or after your account is deleted or deactivated, you will not be able to create another account, and you will not be able to transact on the Platform. If we discover or suspect you are attempting to make or find any bookings made under your name or your contact details, we reserve the right to cancel any Booking Confirmations you make during the suspension period or after your account is deleted or deactivated, and forfeit any unpaid refunds we may receive from the Provider. You will be solely responsible for any losses or damages incurred by us due to the aforementioned reasons.
10. PAYMENT
To the extent permitted by law, payments for bookings, reservations, or purchases of Products and any related fees on the Platform will be made, transferred, or deposited directly into a bank account designated by iGuide.ai, our available payment channels, or other alternative payment methods available on the Platform (including gift certificates, discount codes, coupons, or other point redemption methods) in the currency as displayed on the Platform. You must ensure you pay the exact amount (including exact to the decimal places or unique identifiers) as instructed by us. Your booking, reservation, or purchase will not be completed and successful if you do not pay the exact amount through our available payment channels as instructed. iGuide.ai will not be responsible for unsuccessful or pending transactions due to unsuccessful, delayed, or unverified payments by the user.
To facilitate your transactions, to the extent permitted by law, we may charge additional fees (including fees arising from cross-border transactions), utility fees, support fees, and other service fees in addition to your payment when you make payments under the Payments Section above. All transactions and fees will be subject to the tax terms under the Taxes Section. To the extent permitted by law, these taxes and fees are non-refundable.
You must pay for the Product within the specified timeframe. If you fail to pay within the timeframe, your reservation, booking, or purchase will be automatically cancelled.
If you encounter any issues related to your payment or booking transaction that are not due to an error on iGuide.ai, you must immediately notify our Customer Service department or submit a request through our feature on the Platform for assistance. We may request certain information about you, your booking information, and proof of payment to verify your payment and resolve related issues, including advising you on any actions you need to take to resolve this unconfirmed booking issue. After we complete the verification process described above and agree to refund you, we will return the amount paid to you according to the criteria, methods, and timeframes specified in the Cancellation, Change, Refund, and Additional Charges section. iGuide.ai reserves the right to deduct or offset certain fees (including redeemable fees, agency fees, bank fees, and other service fees) arising from the current refund process. iGuide.ai will not be liable for any loss or damage incurred by you or a third party due to delays or non-compliance with the aforementioned obligations, and you agree not to claim us for such matters.
If you choose to pay on the Platform using a credit card, debit card, or virtual card, you fully understand, comply with, and are bound by the terms and conditions of the issuing bank or card issuer and the rules of the card network, including anti-fraud policies, refunds, chargebacks, and the procedures you must follow in the event of any fraud or misuse of your card. You will be solely responsible for any loss or damage resulting from fraud or misuse of your card by other parties. iGuide.ai will have no obligation or liability for the aforementioned content.
We use encryption technology such as Transport Layer Security (“TLS) or Secure Sockets Layer (“SSL”) to ensure the integrity of your information.
In certain circumstances, we may request additional information or verification to confirm your booking. We will clearly notify you on the Platform or through the verified communication channels you provide us. Bookings, reservations, or purchases will not be confirmed until you receive a Booking Confirmation email (including e-tickets or coupons). Certain Providers may conduct fraud checks during the booking process as part of their customer identity verification procedures. Accordingly, you must provide additional requested information. If fraud occurs, the booking will be cancelled. iGuide.ai will not be held liable for such cancellations by the Provider. If you do not provide additional information, your booking will be automatically cancelled.
We may assist in collecting and/or receiving payments from you on behalf of the Supplier, but we will not be considered a party to the agreement between the Supplier and you.
11. TAXES
As a platform operator or intermediary, iGuide.ai will act as a service provider under these Terms and Conditions and is not a legal representative of the Provider for any purpose. Nothing in these Terms and Conditions constitutes or is construed as iGuide.ai performing or operating as an agent, reseller, or reseller of the Provider's services to you, unless expressly stated that the Product is provided and performed by iGuide.ai.
Any fees that iGuide.ai charges you, including but not limited to fees you are required to pay under the Payment Item, will include goods and services tax, value added tax, sales tax, service tax, consumption tax, fees, contractor tax, digital or electronic transaction tax or any similar taxes (Transaction Tax) which we are legally obligated to collect and pay to the tax authorities.[2][3]
You will be responsible for all taxes, fees, charges, obligations, and assessments arising from the use of this Platform. In the event that government-imposed taxes or Transaction Taxes are added or increased after a Travel Product booking is made, you agree to pay the new or higher government-imposed tax or Transaction Tax, unless prohibited by law.
In the event that iGuide.ai acts as an independent contractor, the taxes and fees displayed on the Platform are determined and charged to you by the Provider, and iGuide.ai does not determine the tax rate or related taxes charged. These taxes and fees are paid in full to the Provider on your behalf, and iGuide.ai does not directly remit these taxes and fees to the tax authorities, unless required by law. If the taxes and fees collected by iGuide.ai are estimates and differ from the final amount payable to the Provider, the difference is a service fee retained by iGuide.ai as part of the booking.
To the extent required by law, the Supplier will issue you a valid invoice in accordance with current regulations.
12. USER CONTENT RIGHTS
By completing a booking and/or using the services of the respective Providers, you agree to receive email invitations to participate in surveys and reviews related to the Platform and Services we provide, your choice of Provider, and the services you have experienced. You can send us your reviews at any time that is convenient for you. Since these surveys are not mandatory, you can choose to participate or not participate in any survey invitations on the Platform at any time.
iGuide.ai, at its sole discretion, determines whether your review will appear on the Platform and may, in certain circumstances, tailor it to be more readable and clear, without incurring any liability or legal obligation to you. Initially, we will use keywords through an algorithmic system and require staff to review the list under the User Content Rights Section to filter and search for your review content in order to prevent inappropriate or illegal content from appearing on the Platform. iGuide.ai may display your reviews and any adjustments, including your comments, experiences, and name.
You agree to assume full responsibility for any reviews, images, videos, or other materials you publish, upload, or submit to the Platform, including but not limited to your reviews under the User Content Rights section and user-generated content, such as content posted on the iGuide.ai Community feature (“Content”), if applicable. By submitting this Content, you warrant that:
● You own and control all rights to the Content that you provide, post, or publish on the Platform;
● You grant us a perpetual, irrevocable, royalty-free, worldwide, sublicense-free, and transferable license to use your Content, including all intellectual property rights contained therein, in connection with our business operations including the operation and management of the Platform;
● The information in this Content is accurate and not misleading;
● Content must be provided in neutral language and must not contain elements of pornography, offensiveness, political endorsement, racism, racial insult, immorality, defamation, privacy infringement, or illegality; or in a way that endorses violence or terrorism, adult entertainment services or venues, tobacco products, medical products for treating sexual health problems, mental conditions or incurable diseases, dating platforms or apps, or discrimination based on race, gender, religion or belief;
● Your use, performance, or transmission of the Content does not violate these Terms or applicable laws, you do not infringe any third-party rights, and you do not cause harm to any party; and
● You have read, agreed to, and will abide by our available Community Guidelines. in This when using the iGuide.ai Community.
● You are solely responsible for the content of any reviews you provide or submit to us.
● Content you provide will be considered non-confidential, and iGuide.ai is not obligated to treat it as confidential. If your content includes the personal data of others, you are responsible for obtaining their explicit written consent before submitting the content to us. Without limiting other terms contained in these Terms, iGuide.ai has the sole discretion to use the review content as it deems appropriate, including but not limited to removing, cutting, modifying, or editing the content. iGuide.ai is not obligated to pay you for the content or any modifications to the content.
In all cases relating to the Content, you agree that:
● You do not claim any rights or identifying information on derivative works;
● You agree that all Content submitted to iGuide.ai may be used by iGuide.ai and its employees, successors, and assignees in any way, at any time, including but not limited to commercial purposes. This includes, but is not limited to, publishing and copying the Content; and
● By doing so, you waive any rights and agree not to claim any rights contained in the Content, including but not limited to personal and property rights.
If a dispute arises, or any claim is filed or pursued against iGuide.ai arising from or relating to Content you upload to the Platform, or from your failure to comply with the User Content Rights Section, you will be liable for any losses or damages incurred by iGuide.ai, including but not limited to any third-party compensation payments, reasonable legal costs incurred, and any other costs or fees that may arise.
13. INTELLECTUAL PROPERTY RIGHTS
All intellectual property rights, including but not limited to copyrights, patents, domain names, trademarks, service marks, logos, symbols or other designs, software, text, data, graphics, images, sounds, videos, icons, HTML code and other codes, contained in any content on or within the Platform (“Intellectual Property Rights of iGuide.aiAll iGuide.ai's Intellectual Property Rights are owned or licensed to iGuide.ai and its affiliated companies. We do not and will not grant you a license or any rights, implied or otherwise, to copy, reproduce, use, possess, distribute, or modify any of iGuide.ai's Intellectual Property Rights. You are not permitted to publish, modify, copy, reproduce, reproduce, alter, or use in any form of iGuide.ai's Intellectual Property Rights without iGuide.ai's written consent. If you infringe iGuide.ai's Intellectual Property Rights, iGuide.ai reserves the right to take any applicable legal action, including civil, criminal, or administrative action, or a combination thereof, against you and to seek compensation for damages or losses to the maximum extent that we are liable for.
iGuide.ai, in the process of developing the Platform, preparing source code, and implementing supporting software, may license third-party open-source software through the GNU Public License (“GPL”). All use of open-source software and third-party intellectual property by iGuide.ai is licensed or authorized.
We do not grant you any other rights or licenses relating to the use of the Platform; any rights or licenses not expressly granted are retained by iGuide.ai or other third-party owners of such licenses. Any content available on the Platform, including information, data, text, images, audio, graphics, video, messages, reviews or other materials, including the software infrastructure used to deliver any content (“Documents”), are owned by or licensed to iGuide.ai, its Providers, or Sponsors (as applicable). To enable you to receive the Services on the Platform, iGuide.ai grants users certain limited rights. These rights are non-transferable and cannot be allocated to any other person, to access and use the Platform within the scope set forth in these Terms. Accordingly, you warrant that you will be liable for damages if you submit any false claims regarding infringement of intellectual property rights.
You agree not to use the Platform or Materials for commercial purposes, either directly or indirectly, for any sale other than personal use (except where you have a separate written agreement for distribution and/or marketing cooperation with iGuide.ai) or for illegal purposes or to commit any breach of these Terms. Except with the written consent of iGuide.ai, you agree not to modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, sell, or resell any information, software, products, or services related to the Platform. Additionally, you must agree not to:
● Using the Platform or Materials for commercial purposes without the permission of iGuide.ai;
● Accessing, monitoring, or copying any Materials on the Platform using technology, software, or any program, whether manually or automatically, for any purpose other than that permitted by iGuide.ai;
● To perform any action that causes or may cause an unreasonable burden on the Platform or its infrastructure or systems;
● Creating links to the Platform (including but not limited to booking links) for any purpose without the written consent of iGuide.ai;
● Reselling, using, copying, monitoring (such as using or installing data collection or scanning programs), displaying, downloading, or producing any Materials, software, products, or services available through the Platform for commercial purposes or competing objectives/activities;
● Duplicate the Platform (via “frames” or “duplicate pages”) or set up a portion of the Platform on any other Platform without prior written consent;
● Sending or storing materials that violate the law to or through any Platform, regulation, or rule that may support illegal or criminal acts;
● Sending or storing defamatory, libelous, false, pornographic, threatening, libelous, or illegal or unlawful material to or through the Platform (including providing links to such material);
● Sending spam or other unwanted or annoying, offensive, or inconvenient messages to or through the Platform;
● Sending or storing materials that infringe intellectual property rights to or through the Platform;
● Sending or storing materials prohibited by law or violating existing contractual rights and obligations to or through the Platform;
● Sending or storing documents containing viruses, worms, Trojan horses, or other malicious code harmful to computers;
● To simulate any individual or organization through the Platform for any purpose;
● Manipulating or misrepresenting information through the Platform to conceal the origin of the assurances provided;
● Using the Platform in any way that could harm, hinder, disrupt, or interfere with the use of the Platform or other users' computers, or cause damage, disruption, or limitation of the functionality of software, hardware, or telecommunications equipment;
● Gaining unauthorized access to or making unauthorized changes to the Platform or related Platforms, accounts, computer systems, or networks connected to the Platform through hacking, password theft, or other similar activities;
● Obtaining or attempting to obtain any materials or information in forms not provided by the Platform with malicious intent (including but not limited to other destinations provided by the Platform). This includes, but is not limited to, obtaining or collecting information of other people, such as email addresses;
● engaging in fraudulent activities or actions aimed at controlling search engine results pages (“SERP”) or perform search engine optimization (“SEO”). SEO practices deemed to be improper or constituting “spamdexing” include, but are not limited to, content cloaking, metadata, title tagging, content extraction, link schemes, Google bombs, search keywords, hidden text or hidden links, spam comments, and other issues;
● Any other actions that may adversely affect or harm the Platform, iGuide.ai or its affiliated companies and employees, or the reputation of iGuide.ai;
● Modifying or creating derivative works based on the Platform, Products, and Services, or performing reverse engineering or accessing the underlying software for any reason; or
● Using the Platform (in whole or in part) to build similar and/or competing products or services.
14. YOUR GUARANTEE AND ASSURANCE
When you use our Platform, Products, and Services, you represent and warrant that:
● You meet the age requirements and have full legal capacity to make bookings on the Platform and fulfill your obligations related to the corresponding transaction;
● You are not on any blacklist or watchlist published by a government or organization, are not subject to any international sanctions or trade restrictions, or are not subject to sanctions or penalties under any applicable laws relating to anti-money laundering and anti-terrorism financing;
● You do not violate any applicable laws relating to anti-money laundering and counter-terrorism financing and will not access the Platform or use the Services or Products for actions that violate applicable laws relating to anti-money laundering and counter-terrorism financing;
● The payment you use on the Platform for booking our Products or Services is either your own or you have been authorized to complete the booking, and there are sufficient funds in your payment account to proceed with the booking;
● All information you provide on the Platform for the purpose of account registration, service inquiry requests, booking for Products or Services, or participating in any available Promotions on the Platform is true, accurate, and complete, and such information is fully compliant with the terms and conditions set forth by us, the Suppliers, and/or Sponsors;
● Your use of the Platform does not infringe upon the rights of any third party, if any; and
● You will inform the individuals on whose behalf you are making the bookings of the terms and conditions, including all rules and restrictions applicable to such bookings.
15. OUR RATIONAL EFFORTS
We strive to ensure our Platform and Services remain operational. If necessary, we may close or temporarily suspend all or any part of the Platform or Services for various purposes that iGuide.ai deems appropriate, including but not limited to system repairs, maintenance, or development. During such closures or suspensions, you may experience interruptions in accessing and using the Platform and Services.
16. LIMITATION OF LIABILITY
You hereby represent and agree that, to the greatest extent permitted by applicable law:
● The Platform, Products, Services, and Materials on the Platform are provided on a “original" and "as available"We make no warranties or guarantees, express or implied, including regarding the merchantability of the Product, or the suitability of the Product or Service displayed, provided for a particular purpose, and non-infringement where applicable."
● We do not guarantee that: (a) our functions, Services, and features provided on this Platform will be uninterrupted or error-free, (b) errors or malfunctions will be promptly repaired, or (c) the Platform or systems we use to provide the Services will be free from viruses, malware, or harmful components.
● We do not guarantee the accuracy, authenticity, integrity, or quality of the content, the Platform, or the sources available on the Platform, including but not limited to any guarantee that the content, the Platform, or the sources do not originate from malicious, indecent, or controversial sources.
● We do not guarantee or warrant that you will be granted a valid travel permit. We are not responsible for notifying you or compensating you in the event of any loss or damage related to the lack of a visa or travel permit, or related legal documents (including but not limited to, being denied boarding, denied entry, or deportation).
● Any materials downloaded or otherwise obtained through the use of the Platform are at your own risk and responsibility. You voluntarily assume that risk, and you will be solely responsible for any loss or damage arising from or related to such materials, including any damage to your computer system or loss of data resulting from downloading materials provided on the Platform.
● We will not be liable for any loss or damage, whether direct or indirect, arising from or related to your use of the Platform or the use of links on the Platform, including but not limited to separate, incidental, punitive or consequential damages or other economic losses, even if we have been advised of the possibility of such loss or damage.
● In principle, responsibility relating to the use and enjoyment of the Product (such as, but not limited to, refunds and compensation for exchange issues) rests with the relevant Supplier. In certain exceptional cases where we are legally required to compensate you (on our behalf or our Supplier), you agree that our maximum liability to you will not exceed the actual amount you paid for the Product in question.
17. COMPENSATION
You agree to indemnify and hold iGuide.ai, iGuide.ai's Suppliers, Sponsors, employees, and partners harmless from and against any and all claims, demands, liabilities, damages, or losses, including legal costs, arising from third-party claims (“Third-Party Complaints”) related to:
● Your access, use, or transactions conducted on the Platform;
● Your use of our Services;
● Infringing or appropriating the rights of a third party, including Intellectual Property Rights and other rights;
● your breach of these Terms and Conditions or violation of applicable law; and
● Any act or omission on your part, intentional or unintentional, unlawful or otherwise causeless.
We may, at our sole discretion, engage in any claims, actions, negotiations, or settlements arising from or relating to Third-Party Claims. You shall not undertake any settlement or take any action that may adversely affect our rights and obligations unless we expressly approve or agree to such settlement and action. We reserve the right to assume exclusive defense and control over Third-Party Claims at our own expense and after notifying you.
18. PROTECTING PERSONAL DATA
The Privacy Notice is an integral part of these Terms and Conditions. Please visit [link]. here To view our Privacy Notice, this policy also governs your use of the Platform, for better understanding of our practices.
19. GOVERNING LAW
Unless otherwise provided, these Terms and Conditions (and any and all disputes arising from or relating to these Terms and Conditions (including breaches or disputes concerning the validity or enforceability of these Terms and Conditions)) shall be governed by and interpreted in accordance with the laws of Vietnam.
20. DISPUTE RESOLUTION
In the event of a dispute arising from or relating to these Terms and Conditions, both parties shall first discuss in good faith to reach a conciliatory solution within ninety (90) days from the date of receipt of notice of dispute. However, if the dispute cannot be resolved through negotiation between the parties within ninety (90) days, the dispute shall be settled in the People's Court of Hanoi City in accordance with the Conciliation Procedure. If the dispute remains unresolved after good faith conciliation, the parties agree that the courts of the Socialist Republic of Vietnam shall have jurisdiction to settle the dispute. Even if you are a consumer residing in a country other than the Socialist Republic of Vietnam, you and we both agree that the dispute shall be referred to the only jurisdictional body in Vietnam.
21. FORCE MAJEURE
iGuide.ai will not be liable for non-compliance with or breach of these Terms, such as for failed transactions, restrictions on access to the Platform, or any damages or harm caused to users by any actions or conditions beyond your or our reasonable control (“Force Majeure Event"). Force Majeure Events include, but are not limited to, natural disasters (floods, earthquakes), epidemics, riots, declaration of war, war, military action, acts of terrorism, embargoes, sanctions, changes in laws or regulations, lightning, storms/superstorms/tornadoes, strikes, protests, Supplier bankruptcy or insolvency, and cyberattacks.
iGuide.ai will not be liable for any damages or losses caused by any means to any party due to Force Majeure.
22. SPECIFIC PRODUCT AND SERVICE TERMS AND CONDITIONS
In addition to these Terms and Conditions, certain Products offered on the Platform may be subject to our specific terms and conditions under the Specific Products and Services Terms and Conditions section. You must read, understand, and accept these terms before you book, reserve, or purchase specific Products on the Platform. If there is any discrepancy between the terms in the Specific Products and Services Terms and Conditions section and other terms of these Terms and Conditions, the Specific Products and Services Terms and Conditions section shall prevail. In addition to the terms and conditions set forth in the Specific Products and Services Terms and Conditions section, you will also be bound by the terms and conditions of the specific products you purchase, in the event that such terms and conditions are provided to you at the time of your booking.
Accommodation Services
Article 1. Scope of Services
● iGuide provides an intermediary platform connecting Users with Accommodation Providers (hotels, resorts, serviced apartments, homestays, guesthouses, villas, dormitories, cruise ships, or other legitimate accommodation establishments).
● iGuide acts solely as an intermediary platform providing information, facilitating connections, and offering bookings, service reservations, promotions, transaction processing, and service information management between Users and Service Providers. iGuide does not directly provide, control, or manage the quality of any services or products offered by Service Providers.
● All specific terms and conditions of stay applicable to customers using the service (check-in/check-out, surcharges, child policy, additional services, and other extended policies) will be issued by the Provider, and the Provider is responsible for disclosing them to the User at the time of booking through the platform. iGuide.ai.
● All content related to, including but not limited to, information, images, prices, vehicles, destinations, service quality, insurance, safety, and operating licenses, is This is the responsibility of the Service Provider.iGuide.ai not responsible A guarantee or commitment regarding the accuracy, safety, or legality of the services listed.
Article 2. User's Obligation to Provide Information
● The User commits to providing accurate and complete necessary information when booking the service (name, phone number, number of guests, time, quantity and type of service requested; health status, age, physical condition (if the activity has specific requirements); special needs (diet, medical support, personal equipment, luggage, etc.); necessary documents as required by the Provider or authorities (necessary documents such as passport, visa, insurance, tickets, identification documents, permits as required).
● Users are responsible for immediately notifying iGuide or the Provider of any changes related to bookings, guest numbers, or service requirements.
● Users are responsible for consequences arising from providing false or incomplete information. Users are responsible for the accuracy of the information provided. iGuide and the Provider have the right to refuse service or cancel bookings if fraudulent, inaccurate, or invalid information is detected.
● Users are responsible for carefully reviewing the service information, terms, and conditions of the Provider before confirming any transaction.
● Users agree to provide accurate, complete, and valid information (full name, identification documents, contact information, payment method) when booking services. Users bear all risks arising from providing false information, violating regulations, or failing to follow instructions when using the service.
● Comply with legal regulations, supplier regulations, and safety guidelines while using the service.
Article 3. Supplier's Obligations
● Ensure the quality of accommodation services matches the description, images, and commitments in the contract.
● Provide complete information regarding check-in/check-out regulations, additional fees, and included services.
● Ensuring the safety and security of guests throughout their stay.
● Promptly notify iGuide and customers of any changes or service disruptions.
Article 4. Service Provision
● After booking and successfully completing the payment, iGuide will send the User a Booking Confirmation via email or the app.
● Users must present their Booking Confirmation and valid identification when checking in at the property.
● Additional services (food, transportation, on-site supplementary services) are not included in the booking price unless explicitly stated otherwise. Users pay the Provider directly for these additional services.
● In the event that the Provider is unable to provide the service as promised, iGuide will assist the User in finding a reasonable alternative solution, but will not be directly responsible for delays, changes, or cancellations caused by the Provider's fault.
Article 5. Prices, Payments and Invoices
● Service price
○ The accommodation price is displayed at the time the User makes a booking on the iGuide.ai system and may change depending on dynamic pricing mechanisms, including but not limited to: booking time, type of accommodation, number of guests, length of stay, market demand and the Provider's pricing policy.
○ The listed price may or may not include taxes, fees, surcharges, or additional charges (e.g., extra guest surcharge, holiday surcharge, service charge, supplemental service charge). Users are responsible for carefully reading the information displayed before confirming their booking.
● Payment obligations
○ (a) Users are responsible for making full and timely payments using the payment methods supported by iGuide.ai.
○ (b) Bookings/service reservations are only valid after iGuide.ai confirms successful payment through the system and sends a confirmation notification electronically (email, e-voucher or service slip).
○ (c) If the User fails to complete payment on time, iGuide.ai has the right to cancel the booking/service without incurring any liability for compensation.
● iGuide.ai has the right to charge fees.
iGuide.ai, as the platform provider, has the right to collect the following fees:
○ (a) Service commission: calculated on the total value of bookings/services, at a rate determined by iGuide.ai from time to time;
○ (b) Transaction processing fees: including system fees, payment fees, foreign exchange conversion fees and other fees related to the transaction processing process;
○ (c) Cancellation fees, change fees, additional fees (if any): apply according to the policy published in advance at the time of booking or as specified in the Cancellation - Change - Refund section;
○ (d) Other fees that are legitimately incurred in the provision of electronic services.
○ All the above fees are non-refundable, except where required by law.
● Service invoice
○ (a) The service invoice will be issued by the Provider in accordance with applicable law and subject to the type of transaction.
○ (b) The User is obligated to provide complete and accurate invoicing information at or before making payment. iGuide.ai and/or the Provider have the right to refuse to issue an invoice if the User fails to comply with this obligation.
○ (c) Where iGuide.ai is permitted by law or has a specific agreement, iGuide.ai may issue documents or invoices on behalf of the Supplier as required.
○ (d) iGuide.ai is not responsible for the validity, completeness, or delay in invoicing that falls under the Supplier's responsibility.
Article 6. Regulations on accommodation
● Users must comply with the Provider's rules of stay, including but not limited to: check-in and check-out times, cleanliness, security, fire safety, and not bringing prohibited substances or animals (unless otherwise agreed).
● Any violation of Vietnamese rules or laws during your stay will result in the User being fully responsible and liable for any damages (if any).
● The Provider reserves the right to refuse service or terminate the stay of Users who engage in disruptive behavior, use the service illegally, or violate the rules without refunding any fees.
Article 7. Cancellation, modification, and refund
6.1. Principles
This policy applies in conjunction with iGuide's General Cancellation, Modification, and Refund Policy. In case of conflict, this clause takes precedence.
6.2. Cancellation by User
● Cancellation after booking confirmation may incur cancellation fees (service fee, processing fee, iGuide commission, Supplier fee).
● Cancellation deadlines and conditions are specified in the general policy.
6.3. Changing a reservation
● Users can request changes (time, quantity, service) according to the Provider's policy.
● If any cost difference arises, the User must pay it before participating.
● iGuide reserves the right to charge additional fees for changes.
6.4. Cancellation/Modification by the Supplier
If the Provider cancels or changes the operation due to force majeure (weather, safety incident, epidemic, request from authorities, etc.), the User has the right to choose:
(a) Obtain an equivalent alternative; or
(b) Request a refund in accordance with the Supplier's policy, after deducting any incurred fees.
6.5. Refunds
● Refunds (if applicable) will be processed through the original payment method; the refund timeframe is specified in the general cancellation and refund policy.
● iGuide reserves the right to deduct refund fees, bank processing fees, and service fees before issuing a refund.
● iGuide's service commission is non-refundable.
Article 8. Exemption from Liability
● iGuide is not responsible in the following cases:
○ The quality or experience of the service provided by the Provider; Changes or cancellations of the service due to the Provider's fault.
○ Issues arising from the use of the service, the provision of service information that was not fully communicated by the User, or information that was already provided by iGuide.
○ The behavior, attitude, and service style of the Supplier's staff;
○ Loss, damage, or theft of personal property at the service location or during the provision of services.
○ Accidents, injuries, losses, damages arising from the operation, illness, or death related to the use of services from the Provider;
○ Risks from natural disasters, weather, epidemics, and force majeure events;
○ Conduct or omissions of the Supplier (including but not limited to installation, crowd control, site safety);
○ Losses arising from direct agreements between the User and the Supplier outside the scope of iGuide's verification.
○ Illegal conduct by Users and Providers;
○ Users provide false information or violate the terms of participation;
○ iGuide is not responsible for any delays, cancellations, changes, quality, safety, or any other issues arising from the service provided by the Provider.
○ iGuide does not guarantee the absolute accuracy of all information provided by Suppliers or third parties, although iGuide always strives to verify and update it.
● iGuide is exempt from liability in the event of service interruption due to force majeure (natural disasters, epidemics, technical failures, food safety management policies, or decisions of government agencies).
In all cases, iGuide's maximum liability for any claim (whether contractual, non-contractual, or otherwise) shall not exceed:
● (a) Service fees that the User has paid directly to iGuide for the related transaction; or
● (b) The legally mandated limit (if any), whichever is lower.
Food and Beverage Services
Article 1. Scope of Services
● Food and Beverage Services on the iGuide platform include, but are not limited to: restaurants, cafes, fast food outlets, pubs, craft breweries, food markets, upscale restaurants, buffets, food trucks, private dining, event catering, as well as à la carte, set menu, all-inclusive, or subscription-based options.
● iGuide acts solely as an intermediary platform providing information, facilitating connections, and offering bookings, service reservations, promotions, transaction processing, and service information management between Users and Service Providers. iGuide does not directly provide, control, or manage the quality of any services or products offered by Service Providers.
● iGuide does not directly prepare, serve, or assume responsibility for the quality of food and beverages.
● The Supplier is responsible for ensuring food safety, hygiene, and compliance with all legal business licenses.
● All content related to, including but not limited to, information, images, prices, vehicles, destinations, service quality, insurance, safety, and operating licenses, is This is the responsibility of the Service Provider.iGuide.ai not responsible A guarantee or commitment regarding the accuracy, safety, or legality of the services listed.
Article 2. User's Obligation to Provide Information
● The User commits to providing accurate and complete necessary information when booking the service (name, phone number, number of guests, time, quantity and type of service requested; health status, age, physical condition (if the activity has specific requirements); special needs (diet, medical support, personal equipment, luggage, etc.); necessary documents as required by the Provider or authorities (necessary documents such as passport, visa, insurance, tickets, identification documents, permits as required).
● Users are responsible for immediately notifying iGuide or the Provider of any changes related to bookings, guest numbers, or service requirements.
● Users are responsible for consequences arising from providing false or incomplete information. Users are responsible for the accuracy of the information provided. iGuide and the Provider have the right to refuse service or cancel bookings if fraudulent, inaccurate, or invalid information is detected.
● Users are responsible for carefully reviewing the service information, terms, and conditions of the Provider before confirming any transaction.
● Users agree to provide accurate, complete, and valid information (full name, identification documents, contact information, payment method) when booking services. Users bear all risks arising from providing false information, violating regulations, or failing to follow instructions when using the service.
● Comply with legal regulations, supplier regulations, and safety guidelines while using the service.
Article 3: Supplier's Obligations
● Ensure food safety and hygiene in accordance with current legal regulations.
● Provide menus, prices, and services exactly as listed on the platform.
● Clearly state any potential allergens and serving restrictions (if any).
● Promptly handle customer complaints related to the quality of food and beverages.
Article 4. Service Provision
● After completing your booking on iGuide, you will receive a Reservation/Order Confirmation via email, SMS, or the app. Any accompanying benefits such as promotions or discounts only apply to the booked service and are subject to the specific conditions stated in the promotion.
● Users must arrive on time at the designated location. The Provider reserves the right to cancel the reservation, service, and any associated benefits if the User arrives late without prior notice.
● Additional services (off-menu food, beverages, private service, overtime service charges, corkage fees, music fees, etc.) are not included in the paid price unless otherwise stated, and will be paid directly to the Supplier.
● In cases where the Provider is unable to provide the service as confirmed, iGuide will assist the User in finding a reasonable alternative, but will not be directly responsible for the quality of the meal or the service experience.
Article 5. Prices, Payments and Invoices
● Service price
○ Food and beverage service prices are displayed at the time the User makes a reservation/booking on the iGuide.ai system or are listed directly at the Provider's location. Prices may vary depending on the time of service, type of service (à la carte, buffet, package deal, subscription), area, market demand, special events, or the Provider's pricing policy.
○ The listed price may or may not include taxes, fees, surcharges, or additional charges (e.g., extra guest surcharge, holiday surcharge, service charge, supplemental service charge). Users are responsible for carefully reading the information displayed before confirming their booking.
● Payment obligations
○ (a) Users are responsible for making full and timely payments using the payment methods supported by iGuide.ai.
○ (b) Bookings/service reservations are only valid after iGuide.ai confirms successful payment through the system and sends a confirmation notification electronically (email, e-voucher or service slip).
○ (c) If the User fails to complete payment on time, iGuide.ai has the right to cancel the booking/service without incurring any liability for compensation.
● iGuide.ai has the right to charge fees.
iGuide.ai, as the platform provider, has the right to collect the following fees:
○ (a) Service commission: calculated on the total value of bookings/services, at a rate determined by iGuide.ai from time to time;
○ (b) Transaction processing fees: including system fees, payment fees, foreign exchange conversion fees and other fees related to the transaction processing process;
○ (c) Cancellation fees, change fees, and additional fees (if any): apply according to the policy published in advance at the time of booking or as specified in the Cancellation - Change - Refund section;
○ (d) Other fees that are legitimately incurred in the provision of electronic services.
○ All the above fees are non-refundable, except where required by law.
● Service invoice
○ (a) The service invoice will be issued by the Provider in accordance with applicable law and subject to the type of transaction.
○ (b) The User is obligated to provide complete and accurate invoicing information at or before making payment. iGuide.ai and/or the Provider have the right to refuse to issue an invoice if the User fails to comply with this obligation.
○ (c) Where iGuide.ai is permitted by law or has a specific agreement, iGuide.ai may issue documents or invoices on behalf of the Supplier as required.
○ (d) iGuide.ai is not responsible for the validity, completeness, or delay in invoicing that falls under the Supplier's responsibility.
Article 6. Regulations on the use of food services
● Users are responsible for complying with the rules and regulations of the food establishment, including but not limited to: not bringing outside food or drinks, not using prohibited substances, not causing disturbances, and maintaining general hygiene and safety.
● The Provider reserves the right to refuse service if the User violates the rules or engages in inappropriate behavior.
● In case of special requirements (food allergies, dietary restrictions, vegetarian, gluten-free, etc.), the User must notify in advance. The Supplier will endeavor to accommodate but cannot guarantee delivery in all cases.
Article 7. Cancellation, modification, and refund
6.1. Principles
This policy applies in conjunction with iGuide's General Cancellation, Change, and Refund Policy. In case of conflict, this clause takes precedence.
6.2. Cancellation by User
● Cancellation after booking confirmation may incur cancellation fees (service fee, processing fee, iGuide commission, Supplier fee).
● Cancellation deadlines and conditions are specified in the general policy.
6.3. Changing a reservation
● Users can request changes (time, quantity, service) according to the Provider's policy.
● If any cost difference arises, the User must pay it before participating.
● iGuide reserves the right to charge additional fees for changes.
6.4. Cancellation/Modification by the Supplier
If the Provider cancels or changes the operation due to force majeure (weather, safety incident, epidemic, request from authorities, etc.), the User has the right to choose:
(a) Obtain an equivalent alternative; or
(b) Request a refund in accordance with the Supplier's policy, after deducting any incurred fees.
6.5. Refunds
● Refunds (if applicable) will be processed through the original payment method; the refund timeframe is specified in the general cancellation and refund policy.
● iGuide reserves the right to deduct refund fees, bank processing fees, and service fees before issuing a refund.
● iGuide's service commission is non-refundable.
Article 8. Exemption from Liability
● iGuide is not responsible in the following cases:
○ The quality or experience of the service provided by the Provider; Changes or cancellations of the service due to the Provider's fault.
○ Issues arising from the use of the service, the provision of service information that was not fully communicated by the User, or information that was already provided by iGuide.
○ The behavior, attitude, and service style of the Supplier's staff;
○ Loss, damage, or theft of personal property at the service location or during the provision of services.
○ Accidents, injuries, losses, damages arising from the operation, illness, or death related to the use of services from the Provider;
○ Risks from natural disasters, weather, epidemics, and force majeure events;
○ Conduct or omissions of the Supplier (including but not limited to installation, crowd control, site safety);
○ Losses arising from direct agreements between the User and the Supplier outside the scope of iGuide's verification.
○ Illegal conduct by Users and Providers;
○ Users provide false information or violate the terms of participation;
○ iGuide is not responsible for any delays, cancellations, changes, quality, safety, or any other issues arising from the service provided by the Provider.
○ iGuide does not guarantee the absolute accuracy of all information provided by Suppliers or third parties, although iGuide always strives to verify and update it.
● iGuide is exempt from liability in the event of service interruption due to force majeure (natural disasters, epidemics, technical failures, food safety management policies, or decisions of government agencies).
In all cases, iGuide's maximum liability for any claim (whether contractual, non-contractual, or otherwise) shall not exceed:
● (a) Service fees that the User has paid directly to iGuide for the related transaction; or
● (b) The legally mandated limit (if any), whichever is lower.
Activities & Travel Experiences
Article 1. Scope of Services
● Travel Activities & Experiences include, but are not limited to:
○ Outdoor activitiesActivities include: mountain climbing, trekking, camping, kayaking, scuba diving, surfing, paragliding, bungee jumping, jungle hiking, cave exploration, and extreme sports.
○ Cultural and artistic activitiesParticipating in festivals, cooking classes, craft classes, visiting traditional craft villages, art performances, yoga workshops, photography workshops, and experiencing community life.
○ Entertainment & EventsTheme parks, water parks, virtual reality (VR/AR) centers, video games, concerts, festivals, exhibitions, fairs;
○ Social and community activitiesVolunteering, cultural exchange programs, visiting local communities;
○ Other specific experiential activities that iGuide.ai identifies as part of Travel Activities & Experiences.
● The scope, type, and conditions of services depend on the Provider and may change according to policies, legal regulations, or actual conditions.
● iGuide acts solely as an intermediary platform providing information, facilitating connections, and offering bookings, service reservations, promotions, transaction processing, and service information management between Users and Service Providers. iGuide does not directly provide, control, or manage the quality of any services or products offered by Service Providers.
● All content related to, including but not limited to, information, images, prices, vehicles, destinations, service quality, insurance, safety, and operating licenses, is This is the responsibility of the Service Provider.iGuide.ai not responsible A guarantee or commitment regarding the accuracy, safety, or legality of the services listed.
Article 2. User's Obligation to Provide Information
● The User commits to providing accurate and complete necessary information when booking the service (name, phone number, number of guests, time, quantity and type of service requested; health status, age, physical condition (if the activity has specific requirements); special needs (diet, medical support, personal equipment, luggage, etc.); necessary documents as required by the Provider or authorities (necessary documents such as passport, visa, insurance, tickets, identification documents, permits as required).
● Users are responsible for immediately notifying iGuide or the Provider of any changes related to bookings, guest numbers, or service requirements.
● Users are responsible for consequences arising from providing false or incomplete information. Users are responsible for the accuracy of the information provided. iGuide and the Provider have the right to refuse service or cancel bookings if fraudulent, inaccurate, or invalid information is detected.
● Users are responsible for carefully reviewing the service information, terms, and conditions of the Provider before confirming any transaction.
● Users agree to provide accurate, complete, and valid information (full name, identification documents, contact information, payment method) when booking services. Users bear all risks arising from providing false information, violating regulations, or failing to follow instructions when using the service.
● Comply with legal regulations, supplier regulations, and safety guidelines while using the service.
Article 3. Service Provision
● The travel activities and experiences are the responsibility of the Provider. iGuide only acts as an intermediary platform and does not directly organize or manage the activities.
● Users must read the instructions carefully. Supplier's terms and conditions The information will be displayed on the iGuide platform before booking confirmation. Participation in this activity signifies the User's acceptance of the corresponding Product Terms and Conditions, along with any changes/additions as determined by the Provider.
● For events (e.g., concerts, festivals, exhibitions), the entire content, facilities, artist list, venue, dates and times, ticket regulations, ticket exchanges, seating charts, event summary, etc., are the sole decision-making authority and responsibility of the event organizer.
● Users acknowledge and agree that iGuide We have no control over and are not responsible for the organization, modification, or disruption of the event.This includes, but is not limited to: inadequate installation, overcrowding, riots, crowd control, or other incidents arising from the organizing entity.
Article 4. Prices, Payments and Invoices
● Service price
○ Prices displayed on the Platform are determined by the Supplier and/or iGuide at any given time.
○ Users may be charged extra for additional services, taxes, service fees, or charges incurred at the service location, subject to the Provider's applicable policies.
○ The listed price may or may not include related costs (insurance, equipment, food/drinks, transportation costs, and other additional expenses). Users are responsible for verifying the information before confirming their booking.
● Payment obligations
○ Users are obligated to make full and timely payments according to the payment methods supported by iGuide.
○ Reservations are only valid when iGuide confirms successful payment and sends an electronic notification (email, e-ticket, service voucher).
○ If payment is not made on time, iGuide has the right to cancel the booking without incurring any liability for compensation.
● iGuide's right to charge fees
iGuide reserves the right to collect legitimate related fees, including but not limited to:
○ Service commission;
○ Transaction processing fees, payment fees, foreign currency conversion fees;
○ Cancellation, modification, or addition fees (if any);
○ Other incidental fees as stipulated by law.
These fees are non-refundable, except where otherwise provided by law.
● Service invoice
○ The invoice is issued by the Supplier in accordance with current legal regulations.
○ Users must provide complete and accurate invoicing information before or at the time of payment.
○ In certain cases permitted by law, iGuide may issue invoices/documents on behalf of the Supplier.
○ iGuide is not responsible for delays or errors in invoices issued by the Supplier.
Article 5. Specific Conditions
For activities involving adventurous activities (scuba diving, paragliding, mountain climbing, bungee jumping, etc.), Users must fully comply with the Provider's requirements, including but not limited to the following:
● Sign a commitment to assume full responsibility for the risks;
● Ensure you are in good health;
● Obtain insurance (if required by the Supplier).
iGuide is not responsible for accidents, injuries, or losses arising from operations, except in cases of incorrect confirmation errors from the iGuide system.
Article 6. Cancellation, Modification, and Refund
6.1. Principles
This policy applies in conjunction with iGuide's General Cancellation, Modification, and Refund Policy. In case of conflict, this clause takes precedence.
6.2. Cancellation by User
● Cancellation after booking confirmation may incur cancellation fees (service fee, processing fee, iGuide commission, Supplier fee).
● Cancellation deadlines and conditions are specified in the general policy.
6.3. Changing a reservation
● Users can request changes (time, quantity, service) according to the Provider's policy.
● If any cost difference arises, the User must pay it before participating.
● iGuide reserves the right to charge additional fees for changes.
6.4. Cancellation/Modification by the Supplier
If the Provider cancels or changes the operation due to force majeure (weather, safety incident, epidemic, request from authorities, etc.), the User has the right to choose:
(a) Obtain an equivalent alternative; or
(b) Request a refund in accordance with the Supplier's policy, after deducting any incurred fees.
6.5. Refunds
● Refunds (if applicable) will be processed through the original payment method; the refund timeframe is specified in the general cancellation and refund policy.
● iGuide reserves the right to deduct refund fees, bank processing fees, and service fees before issuing a refund.
● iGuide's service commission is non-refundable.
6.6. Event tickets (concerts, festivals, exhibitions, and similar events)
● Event tickets are issued through iGuide or partner providers. No cancellations or exchanges are allowed. After the transaction has been confirmed, unless the organizers cancel the event.
● In the event that the organizers change, postpone, or cancel the program, iGuide will assist customers in working with the organizers or distribution partners to handle the situation accordingly. Official policy of the organizing committee (This may include refunds, ticket exchanges, or transfers to a different event, if applicable).
● iGuide is committed to promptly notifying customers as soon as we receive official information from the organizers. However, the final decision regarding refunds or ticket exchanges rests with the event organizers.
Article 7. Exemption from Liability
● iGuide is not responsible in the following cases:
○ The quality or experience of the service provided by the Provider; Changes or cancellations of the service due to the Provider's fault.
○ Issues arising from the use of the service, the provision of service information that was not fully communicated by the User, or information that was already provided by iGuide.
○ The behavior, attitude, and service style of the Supplier's staff;
○ Loss, damage, or theft of personal property at the service location or during the provision of services.
○ Accidents, injuries, losses, damages arising from the operation, illness, or death related to the use of services from the Provider;
○ Risks from natural disasters, weather, epidemics, and force majeure events;
○ Conduct or omissions of the Supplier (including but not limited to installation, crowd control, site safety);
○ Losses arising from direct agreements between the User and the Supplier outside the scope of iGuide's verification.
○ Illegal conduct by Users and Providers;
○ Users provide false information or violate the terms of participation;
○ iGuide is not responsible for any delays, cancellations, changes, quality, safety, or any other issues arising from the service provided by the Provider.
○ iGuide does not guarantee the absolute accuracy of all information provided by Suppliers or third parties, although iGuide always strives to verify and update it.
● iGuide is exempt from liability in the event of service interruption due to force majeure (natural disasters, epidemics, technical failures, food safety management policies, or decisions of government agencies).
In all cases, iGuide's maximum liability for any claim (whether contractual, non-contractual, or otherwise) shall not exceed:
● (a) Service fees that the User has paid directly to iGuide for the related transaction; or
● (b) The legally mandated limit (if any), whichever is lower.
Tour Services
Article 1. Scope of Services
This clause governs the use Tour Services on the iGuide.ai platform, including (but not limited to):
● Sightseeing tour by waterways, roads, and air routes.
● Specialized tour types: Spiritual tourism, healing tourism, photography tours, culinary tours, ecotours.
● Forms combined or other specialized tours as identified and published by iGuide.ai.
● The scope, type, and conditions of services depend on the Provider and may change according to policies, legal regulations, or actual conditions.
● iGuide acts solely as an intermediary platform providing information, facilitating connections, and offering bookings, service reservations, promotions, transaction processing, and service information management between Users and Service Providers. iGuide does not directly provide, control, or manage the quality of any services or products offered by Service Providers.
● All content related to, including but not limited to, information, images, prices, vehicles, destinations, service quality, insurance, safety, and operating licenses, is This is the responsibility of the Service Provider.iGuide.ai not responsible A guarantee or commitment regarding the accuracy, safety, or legality of the services listed.
Article 2. User's Obligation to Provide Information
● The User commits to providing accurate and complete necessary information when booking the service (name, phone number, number of guests, time, quantity and type of service requested; health status, age, physical condition (if the activity has specific requirements); special needs (diet, medical support, personal equipment, luggage, etc.); necessary documents as required by the Provider or authorities (necessary documents such as passport, visa, insurance, tickets, identification documents, permits as required).
● Users are responsible for immediately notifying iGuide or the Provider of any changes related to bookings, guest numbers, or service requirements.
● Users are responsible for consequences arising from providing false or incomplete information. Users are responsible for the accuracy of the information provided. iGuide and the Provider have the right to refuse service or cancel bookings if fraudulent, inaccurate, or invalid information is detected.
● Users are responsible for carefully reviewing the service information, terms, and conditions of the Provider before confirming any transaction.
● Users agree to provide accurate, complete, and valid information (full name, identification documents, contact information, payment method) when booking services. Users bear all risks arising from providing false information, violating regulations, or failing to follow instructions when using the service.
● Comply with legal regulations, supplier regulations, and safety guidelines while using the service.
Article 3. Service Provision
● Tour services are provided by the Provider. iGuide acts only as an intermediary platform and does not directly organize or manage the activities.
● Users must read the instructions carefully. Supplier's terms and conditions The information will be displayed on the iGuide platform before booking confirmation. Participation in this activity signifies the User's acceptance of the corresponding Product Terms and Conditions, along with any changes/additions as determined by the Provider.
● Users acknowledge and agree that iGuide We have no control over and are not responsible for the organization, modification, or disruption of the service.This includes, but is not limited to: inadequate installation, overcrowding, riots, crowd control, or other incidents arising from the organizing entity.
Article 4. Prices, Payments and Invoices
● Service price
○ Prices displayed on the Platform are determined by the Supplier and/or iGuide at any given time.
○ Users may be charged extra for additional services, taxes, service fees, or charges incurred at the service location, subject to the Provider's applicable policies.
○ The listed price may or may not include related costs (insurance, equipment, food/drinks, transportation costs, and other additional expenses). Users are responsible for verifying the information before confirming their booking.
● Payment obligations
○ Users are obligated to make full and timely payments according to the payment methods supported by iGuide.
○ Reservations are only valid when iGuide confirms successful payment and sends an electronic notification (email, e-ticket, service voucher).
○ If payment is not made on time, iGuide has the right to cancel the booking without incurring any liability for compensation.
● iGuide's right to charge fees
iGuide reserves the right to collect legitimate related fees, including but not limited to:
○ Service commission;
○ Transaction processing fees, payment fees, foreign currency conversion fees;
○ Cancellation, modification, or addition fees (if any);
○ Other incidental fees as stipulated by law.
These fees are non-refundable, except where otherwise provided by law.
● Service invoice
○ The invoice is issued by the Supplier in accordance with current legal regulations.
○ Users must provide complete and accurate invoicing information before or at the time of payment.
○ In certain cases permitted by law, iGuide may issue invoices/documents on behalf of the Supplier.
○ iGuide is not responsible for delays or errors in invoices issued by the Supplier.
Article 5. Specific Conditions
For activities involving adventurous activities (scuba diving, paragliding, mountain climbing, bungee jumping, etc.), Users must fully comply with the Provider's requirements, including but not limited to the following:
● Sign a commitment to assume full responsibility for the risks;
● Ensure you are in good health;
● Obtain insurance (if required by the Supplier).
iGuide is not responsible for accidents, injuries, or losses arising from operations, except in cases of incorrect confirmation errors from the iGuide system.
Article 6. Cancellation, Modification, and Refund
6.1. Principles
This policy applies in conjunction with iGuide's General Cancellation, Change, and Refund Policy. In case of conflict, this clause takes precedence.
6.2. Cancellation by User
● Cancellation after booking confirmation may incur cancellation fees (service fee, processing fee, iGuide commission, Supplier fee).
● Cancellation deadlines and conditions are specified in the general policy.
6.3. Changing a reservation
● Users can request changes (time, quantity, service) according to the Provider's policy.
● If any cost difference arises, the User must pay it before participating.
● iGuide reserves the right to charge additional fees for changes.
6.4. Cancellation/Modification by the Supplier
If the Provider cancels or changes the operation due to force majeure (weather, safety incident, epidemic, request from authorities, etc.), the User has the right to choose:
(a) Obtain an equivalent alternative; or
(b) Request a refund in accordance with the Supplier's policy, after deducting any incurred fees.
6.5. Refunds
● Refunds (if applicable) will be processed through the original payment method; the refund timeframe is specified in the general cancellation and refund policy.
● iGuide reserves the right to deduct refund fees, bank processing fees, and service fees before issuing a refund.
● iGuide's service commission is non-refundable.
6.6. Event tickets (concerts, festivals, exhibitions, and similar events)
● Event tickets are issued through iGuide or partner providers. No cancellations or exchanges are allowed. After the transaction has been confirmed, unless the organizers cancel the event.
● In the event that the organizers change, postpone, or cancel the program, iGuide will assist customers in working with the organizers or distribution partners to handle the situation accordingly. Official policy of the organizing committee (This may include refunds, ticket exchanges, or transfers to a different event, if applicable).
● iGuide is committed to promptly notifying customers as soon as we receive official information from the organizers. However, the final decision regarding refunds or ticket exchanges rests with the event organizers.
Article 7. Exemption from Liability
iGuide is not responsible in the following cases:
○ The quality or experience of the service provided by the Provider; Changes or cancellations of the service due to the Provider's fault.
○ Issues arising from the use of the service, the provision of service information that was not fully communicated by the User, or information that was already provided by iGuide.
○ The behavior, attitude, and service style of the Supplier's staff;
○ Loss, damage, or theft of personal property at the service location or during the provision of services.
○ Accidents, injuries, losses, damages arising from the operation, illness, or death related to the use of services from the Provider;
○ Risks from natural disasters, weather, epidemics, and force majeure events;
○ Conduct or omissions of the Supplier (including but not limited to installation, crowd control, site safety);
○ Losses arising from direct agreements between the User and the Supplier outside the scope of iGuide's verification.
○ Illegal conduct by Users and Providers;
○ Users provide false information or violate the terms of participation;
○ iGuide is not responsible for any delays, cancellations, changes, quality, safety, or any other issues arising from the service provided by the Provider.
○ iGuide does not guarantee the absolute accuracy of all information provided by Suppliers or third parties, although iGuide always strives to verify and update it.
iGuide is exempt from liability in the event of service interruption due to force majeure (natural disasters, epidemics, technical failures, food safety management policies, or decisions of government agencies).
In all cases, iGuide's maximum liability for any claim (whether contractual, non-contractual, or otherwise) shall not exceed:
(a) Service fees that the User has paid directly to iGuide for the transaction in question; or
(b) The legally mandated limit (if any), whichever is lower.
Shopping Services and Tourist Assistance
Article 1. Scope of Services
● Pandemic The Shopping and Visitor Assistance service includes, but is not limited to:
○ Shopping activities: shopping mall, specialty stores, duty-free shops, local markets, jewelry stores, fashion stores, art studios, shopping tours, fashion shows;
○ Tourist assistance services This includes information centers, libraries, convention centers, airport lounges, embassies/consulates, hospitals, medical clinics, police stations, post offices, rental services (vehicles, equipment, guides), and other services that iGuide.ai identifies as part of the Shopping and Assistance Services.
● The scope, type, and conditions of services depend on the Provider and may change according to policies, legal regulations, or actual conditions.
● iGuide acts solely as an intermediary platform providing information, facilitating connections, and offering bookings, service reservations, promotions, transaction processing, and service information management between Users and Service Providers. iGuide does not directly provide, control, or manage the quality of any services or products offered by Service Providers.
● All content related to, including but not limited to, information, images, prices, vehicles, destinations, service quality, insurance, safety, and operating licenses, is This is the responsibility of the Service Provider.iGuide.ai not responsible A guarantee or commitment regarding the accuracy, safety, or legality of the services listed.
Article 2. User's Obligation to Provide Information
● The User commits to providing accurate and complete necessary information when booking the service (name, phone number, number of guests, time, quantity and type of service requested; health status, age, physical condition (if the activity has specific requirements); special needs (diet, medical support, personal equipment, luggage, etc.); necessary documents as required by the Provider or authorities (necessary documents such as passport, visa, insurance, tickets, identification documents, permits as required).
● Users are responsible for immediately notifying iGuide or the Provider of any changes related to bookings, guest numbers, or service requirements.
● Users are responsible for consequences arising from providing false or incomplete information. Users are responsible for the accuracy of the information provided. iGuide and the Provider have the right to refuse service or cancel bookings if fraudulent, inaccurate, or invalid information is detected.
● Users are responsible for carefully reviewing the service information, terms, and conditions of the Provider before confirming any transaction.
● Users agree to provide accurate, complete, and valid information (full name, identification documents, contact information, payment method) when booking services. Users bear all risks arising from providing false information, violating regulations, or failing to follow instructions when using the service.
● Comply with legal regulations, supplier regulations, and safety guidelines while using the service.
Article 3. Service Provision
● Shopping and travel support services are provided by the Supplier. iGuide only acts as an intermediary platform and does not directly organize or manage the activities.
● Users must read the instructions carefully. Supplier's terms and conditions The information will be displayed on the iGuide platform before booking confirmation. Participation in this activity signifies the User's acceptance of the corresponding Product Terms and Conditions, along with any changes/additions as determined by the Provider.
● For support services (e.g., airport lounges, convention centers, medical services, outsourced services), all content, instructions, facilities, etc., are subject to change or interruption without prior notice.
● For services with legal or administrative elements (e.g., embassies, police, hospitals), Users are solely responsible for complying with the mandatory procedures and regulations of the relevant authorities. iGuide only acts as a connector and information support tool.
● Users acknowledge and agree that iGuide We have no control over and are not responsible for the organization, modification, or disruption of the event.This includes, but is not limited to: inadequate installation, overcrowding, riots, crowd control, or other incidents arising from the organizing entity.
Article 4. Prices, Payments and Invoices
● Service price
○ Prices displayed on the Platform are determined by the Supplier and/or iGuide at any given time.
○ Users may be charged extra for additional services, taxes, service fees, or charges incurred at the service location, subject to the Provider's applicable policies.
○ The listed price may or may not include related costs (import tax, customs fees, shipping, insurance, equipment rental fees, personal service fees, etc.). Users are responsible for verifying this information before confirming their booking.
● Payment obligations
○ Users are obligated to make full and timely payments according to the payment methods supported by iGuide.
○ Reservations are only valid when iGuide confirms successful payment and sends an electronic notification (email, e-ticket, service voucher).
○ If payment is not made on time, iGuide has the right to cancel the booking without incurring any liability for compensation.
● iGuide's right to charge fees
iGuide reserves the right to collect legitimate related fees, including but not limited to:
○ Service commission;
○ Transaction processing fees, payment fees, foreign currency conversion fees;
○ Cancellation, modification, or addition fees (if any);
○ Other incidental fees as stipulated by law.
These fees are non-refundable, except where otherwise provided by law.
● Service invoice
○ The invoice is issued by the Supplier in accordance with current legal regulations.
○ Users must provide complete and accurate invoicing information before or at the time of payment.
○ In certain cases permitted by law, iGuide may issue invoices/documents on behalf of the Supplier.
○ iGuide is not responsible for delays or errors in invoices issued by the Supplier.
Article 5. Specific Conditions
● For rental services (vehicles, equipment, guides), the User must check the condition, sign for receipt, and return the items according to the agreed terms. The User is responsible for any damage or loss that occurs.
● With regard to medical services, Users are solely responsible for their health condition, medical records, and associated costs. iGuide does not provide medical services.
● For administrative services (e.g., visa assistance, consular services), iGuide does not guarantee the final outcome. The decision rests with the relevant government agency.
Article 6. Cancellation, Modification, and Refund
6.1. Principles
This policy applies in conjunction with iGuide's General Cancellation, Change, and Refund Policy. In case of conflict, this clause takes precedence.
6.2. Cancellation by User
● Cancellation after booking confirmation may incur cancellation fees (service fee, processing fee, iGuide commission, Supplier fee).
● Cancellation deadlines and conditions are specified in the general policy.
6.3. Changing a reservation
● Users can request changes (time, quantity, service) according to the Provider's policy.
● If any cost difference arises, the User must pay it before participating.
● iGuide reserves the right to charge additional fees for changes.
6.4. Cancellation/Modification by the Supplier
If the Provider cancels or changes the operation due to force majeure (weather, safety incident, epidemic, request from authorities, etc.), the User has the right to choose:
(a) Obtain an equivalent alternative; or
(b) Request a refund in accordance with the Supplier's policy, after deducting any incurred fees.
6.5. Refunds
● Refunds (if applicable) will be processed through the original payment method; the refund timeframe is specified in the general cancellation and refund policy.
● iGuide reserves the right to deduct refund fees, bank processing fees, and service fees before issuing a refund.
● iGuide's service commission is non-refundable.
6.6. Event tickets (concerts, festivals, exhibitions, and similar events)
● Event tickets are issued through iGuide or partner providers. No cancellations or exchanges are allowed. After the transaction has been confirmed, unless the organizers cancel the event.
● In the event that the organizers change, postpone, or cancel the program, iGuide will assist customers in working with the organizers or distribution partners to handle the situation accordingly. Official policy of the organizing committee (This may include refunds, ticket exchanges, or transfers to a different event, if applicable).
● iGuide is committed to promptly notifying customers as soon as we receive official information from the organizers. However, the final decision regarding refunds or ticket exchanges rests with the event organizers.
Article 7. Exemption from Liability
iGuide is not responsible in the following cases:
○ The quality or experience of the service provided by the Provider; Changes or cancellations of the service due to the Provider's fault.
○ Issues arising from the use of the service, the provision of service information that was not fully communicated by the User, or information that was already provided by iGuide.
○ The behavior, attitude, and service style of the Supplier's staff;
○ Loss, damage, or theft of personal property at the service location or during the provision of services.
○ Accidents, injuries, losses, damages arising from the operation, illness, or death related to the use of services from the Provider;
○ Risks from natural disasters, weather, epidemics, and force majeure events;
○ Conduct or omissions of the Supplier (including but not limited to installation, crowd control, site safety);
○ Losses arising from direct agreements between the User and the Supplier outside the scope of iGuide's verification.
○ Illegal conduct by Users and Providers;
○ Users provide false information or violate the terms of participation;
○ iGuide is not responsible for any delays, cancellations, changes, quality, safety, or any other issues arising from the service provided by the Provider.
○ iGuide does not guarantee the absolute accuracy of all information provided by Suppliers or third parties, although iGuide always strives to verify and update it.
iGuide is exempt from liability in the event of service interruption due to force majeure (natural disasters, epidemics, technical failures, food safety management policies, or decisions of government agencies).
In all cases, iGuide's maximum liability for any claim (whether contractual, non-contractual, or otherwise) shall not exceed:
(a) Service fees that the User has paid directly to iGuide for the transaction in question; or
(b) The legally mandated limit (if any), whichever is lower.
Road Transport
Article 1. Scope of Services
● Shipping services include, but are not limited to:
○ Transportation within cities and between provinces;
○ Airport shuttle service;
○ Premium/VIP shipping;
○ Environmentally friendly means of transportation;
○ Equipment for adventure activities;
○ Event transportation services;
○ Vehicles for people with disabilities or special needs;
○ Rent a car with or without a driver;
○ Additional related services that iGuide.ai identifies as part of the Transportation Service.
● The scope, type, and characteristics of services may vary depending on iGuide's decision, the Provider's capabilities, and actual conditions.
● iGuide acts solely as an intermediary platform providing information, facilitating connections, and offering bookings, service reservations, promotions, transaction processing, and service information management between Users and Service Providers. iGuide does not directly provide, control, or manage the quality of any services or products offered by Service Providers.
● All content related to, including but not limited to, information, images, prices, vehicles, destinations, service quality, insurance, safety, and operating licenses, is This is the responsibility of the Service Provider.iGuide.ai not responsible A guarantee or commitment regarding the accuracy, safety, or legality of the services listed.
Article 2. User's Obligation to Provide Information
● The User commits to providing accurate and complete necessary information when booking the service (name, phone number, number of guests, time, quantity and type of service requested; health status, age, physical condition (if the activity has specific requirements); special needs (diet, medical support, personal equipment, luggage, etc.); necessary documents as required by the Provider or authorities (necessary documents such as passport, visa, insurance, tickets, identification documents, permits as required).
● Users are responsible for immediately notifying iGuide or the Provider of any changes related to bookings, guest numbers, or service requirements.
● Users are responsible for consequences arising from providing false or incomplete information. Users are responsible for the accuracy of the information provided. iGuide and the Provider have the right to refuse service or cancel bookings if fraudulent, inaccurate, or invalid information is detected.
● Users are responsible for carefully reviewing the service information, terms, and conditions of the Provider before confirming any transaction.
● Users agree to provide accurate, complete, and valid information (full name, identification documents, contact information, payment method) when booking services. Users bear all risks arising from providing false information, violating regulations, or failing to follow instructions when using the service.
● Comply with legal regulations, supplier regulations, and safety guidelines while using the service.
Article 3. Supplier's obligations
● Provide transportation vehicles of the correct type, quality, and safe condition as committed.
● Ensure drivers have valid licenses and comply with traffic safety regulations.
● Notify customers and iGuide promptly in case of route changes, vehicle changes, or any unforeseen incidents.
● Responsible for the safety and security of customers' property throughout the transportation process.
Article 4. Service Provision
● Shipping services are provided by Suppliers in partnership with iGuide.
● iGuide only plays a supporting role middleware, not directly operating the vehicle.
● Any issues regarding vehicles, drivers, routes, delays, or changes that arise are the responsibility of the Provider.
● iGuide reserves the right to Pause, adjust, or cancel the service. To ensure safety, compliance with the law, or when a risk to iGuide's legitimate interests is detected.
Article 5. Prices, Payments and Invoices
● Service price
○ (a) The transportation service price is displayed at the time the User makes a booking on the iGuide.ai system and may change depending on dynamic pricing, including but not limited to: booking time, vehicle type, area, market demand and Provider pricing policy.
○ (b) The listed price may or may not include taxes, fees, surcharges or additional costs depending on the specific service. Users are responsible for carefully reading the information displayed before confirming a booking.
● Payment obligations
○ (a) Users are responsible for making full and timely payments using the payment methods supported by iGuide.ai.
○ (b) The booking will only be valid after iGuide.ai confirms successful payment through the system and sends a confirmation notification electronically (email, e-ticket or service voucher).
○ (c) If the User fails to complete payment on time, iGuide.ai has the right to cancel the booking without incurring any liability for compensation.
● iGuide.ai has the right to charge fees.
iGuide.ai, as the platform provider, has the right to collect the following fees:
○ (a) Service commission: calculated based on the total booking value, according to a rate determined by iGuide.ai for each period;
○ (b) Transaction processing feeThis includes system fees, payment fees, foreign exchange conversion fees, and other fees related to the transaction processing.
○ (c) Cancellation fees, modification fees, additional fees (if applicable): subject to the policy published at the time of booking or as specified in the Cancellation - Change - Refund section;
○ (d) Other fees that are legitimately incurred in the provision of electronic services.
○ All the above fees are non-refundable, except where required by law.
● Service invoice
○ (a) The invoice for transportation services will be issued by the Supplier in accordance with applicable law and subject to the type of transaction.
○ (b) The User is obligated to provide complete and accurate invoicing information at or before making payment. iGuide.ai and/or the Provider have the right to refuse to issue an invoice if the User fails to comply with this obligation.
○ (c) Where iGuide.ai is permitted by law or has a specific agreement, iGuide.ai may issue documents or invoices on behalf of the Supplier as required.
○ (d) iGuide.ai is not responsible for the validity, completeness, or delay in invoicing that falls under the Supplier's responsibility.
Article 6. Self-drive car rental
● Users must complete the Provider's verification process (valid driver's license, personal documents, safety check).
● The User is solely responsible for the vehicle during the rental period, including:
○ Damage, loss, accidents, traffic law violations;
○ Repair costs, fines, and compensation incurred.
● iGuide is not responsible for incidents that occur during the User's operation of the vehicle, unless due to verification errors or incorrect information from the iGuide system.
Article 7. Cancellation, Modification, and Refund
6.1. Principles
This policy applies in conjunction with iGuide's General Cancellation, Change, and Refund Policy. In case of conflict, this clause takes precedence.
6.2. Cancellation by User
● Cancellation after booking confirmation may incur cancellation fees (service fee, processing fee, iGuide commission, Supplier fee).
● Cancellation deadlines and conditions are specified in the general policy.
6.3. Changing a reservation
● Users can request changes (time, quantity, service) according to the Provider's policy.
● If any cost difference arises, the User must pay it before participating.
● iGuide reserves the right to charge additional fees for changes.
6.4. Cancellation/Modification by the Supplier
If the Provider cancels or changes the operation due to force majeure (weather, safety incident, epidemic, request from authorities, etc.), the User has the right to choose:
(a) Obtain an equivalent alternative; or
(b) Request a refund in accordance with the Supplier's policy, after deducting any incurred fees.
6.5. Refunds
● Refunds (if applicable) will be processed through the original payment method; the refund timeframe is specified in the general cancellation and refund policy.
● iGuide reserves the right to deduct refund fees, bank processing fees, and service fees before issuing a refund.
● iGuide's service commission is non-refundable.
Article 8. Exemption from Liability
● iGuide is not responsible in the following cases:
○ The quality or experience of the service provided by the Provider; Changes or cancellations of the service due to the Provider's fault.
○ Issues arising from the use of the service, the provision of service information that was not fully communicated by the User, or information that was already provided by iGuide.
○ The behavior, attitude, and service style of the Supplier's staff;
○ Loss, damage, or theft of personal property at the service location or during the provision of services.
○ Accidents, injuries, losses, damages arising from the operation, illness, or death related to the use of services from the Provider;
○ Risks from natural disasters, weather, epidemics, and force majeure events;
○ Conduct or omissions of the Supplier (including but not limited to installation, crowd control, site safety);
○ Losses arising from direct agreements between the User and the Supplier outside the scope of iGuide's verification.
○ Illegal conduct by Users and Providers;
○ Users provide false information or violate the terms of participation;
○ iGuide is not responsible for any delays, cancellations, changes, quality, safety, or any other issues arising from the service provided by the Provider.
○ iGuide does not guarantee the absolute accuracy of all information provided by Suppliers or third parties, although iGuide always strives to verify and update it.
● iGuide is exempt from liability in the event of service interruption due to force majeure (natural disasters, epidemics, technical failures, food safety management policies, or decisions of government agencies).
In all cases, iGuide's maximum liability for any claim (whether contractual, non-contractual, or otherwise) shall not exceed:
● (a) Service fees that the User has paid directly to iGuide for the related transaction; or
● (b) The legally mandated limit (if any), whichever is lower.
PROMOTIONAL AND INTERACTIVE ACTIVITIES ON iGUIDE.AI
Article 1. Scope of Services
“Promotional and Interactive Activities” include, but are not limited to:
● Gift certificates, special offers, discount vouchers, coupons, reward points.
● Minigames, raffles, lucky draws, and prize-winning games.
● Promotional campaigns and interactive marketing activities, whether online or offline.
● Promotional, communication, and advertising activities organized by iGuide.ai or in collaboration with partners.
iGuide.ai reserves the right to determine, change, postpone, or terminate any Activity at any time without prior notice.
Article 2. User's Obligation to Provide Information
● Users commit to providing truthful and accurate information and are responsible for all consequences arising from inaccurate information.
● Users agree to allow iGuide.ai to use the information they provide for the following purposes: verification, contact, publication of results, or related marketing activities.
● If fraud or violations are detected, iGuide.ai reserves the right to cancel the results, refuse to award prizes, or revoke benefits without compensation.
Article 3. Obligations of the Supplier/Partner
● The Supplier/Partner is responsible for the quality, safety, and legality of the products, services, or prizes they provide.
● iGuide.ai only acts as an intermediary/referral agent. not responsible Regarding the performance or quality of services/awards provided by the Supplier/Partner.
Article 4. Service Implementation
● Activities may take place on the Platform, applications, social media, email channels, or third-party platforms.
● iGuide.ai reserves the right to modify the rules, results, prize awarding methods, or terminate the activity at any time.
● Results published by iGuide.ai or the Provider are The final outcome is binding and non-appealable..
Article 5. Price, Payment and Invoice
● Some activities may require payment of a participation fee or processing fee.
● All fees must be paid in full and on time.
● The listed price may not include taxes, service fees, or processing fees.
● iGuide.ai is not obligated to issue VAT invoices unless required by law.
Article 6. Specific Conditions
● The specific rules for each program will be published separately, and Users automatically agree to them by participating.
● Prizes, gift vouchers, and offers are non-refundable and non-transferable, unless iGuide.ai approves them in writing.
● Users are solely responsible for all costs associated with receiving and using the prize (taxes, fees, travel, accommodation, etc.).
● iGuide.ai reserves the right to cancel results or refuse prizes in the event of detecting fraud, violations, or irregularities.
Article 7. Cancellation, Modification, and Refund
● Any participation fees (if applicable) Non-refundable In any case, even if the User voluntarily chooses not to participate.
● If the activity is canceled by iGuide.ai due to technical reasons, force majeure, or management decision, the User can only request a refund of the paid fee (if any), after deducting processing costs.
● In addition to the minimum refund mentioned above, iGuide.ai Not liable for further compensation. in any form.
Article 8. Exemption from Liability
● Users participate entirely on a voluntary basis and at their own risk.
● iGuide.ai not responsible for:
○ All damages, losses, and expenses incurred as a result of participating in or being unable to participate in the activity.
○ Technical errors, system interruptions, viruses, network issues, or fraudulent activity by third parties.
○ Quality, availability, or any disputes relating to products/services/awards from the Supplier.
● In all cases, iGuide.ai's maximum liability (if any) This amount will not exceed the total fees the User has paid for that activity.
● The final decision on all matters related to Promotional Activities and Interactions rests with iGuide.ai and is binding on the User.
Other Products
In certain areas and at certain times, we may offer Other Products in the form of Combined Service Package, These products are packages or add-ons to our Travel Products. These Products are subject to specific terms and conditions. You must read, understand, and accept these terms and conditions before you book, reserve, or purchase a specific Product on the Platform.
23. CUSTOMER SERVICE AND FREQUENTLY ASKED QUESTIONS
We post frequently asked questions. https://iguide.ai/en/contact-us To address your general and preliminary questions on the Platform. If you have any further questions or require clarification regarding your use, transactions, service inspection requests, bookings, these Terms and Conditions or the Platform, or require specific assistance from us, please contact our Customer Service department.
If you have any questions or concerns regarding the processing of your personal data, please contact us via [email protected].
24. OTHER TERMS AND CONDITIONS
If you use the Platform or order or purchase Products for or on behalf of a third party, such as a family member or travel companion, you are responsible for errors related to the accuracy of the information provided for use. Additionally, you must notify the third party of these Terms and Conditions and all applicable terms and conditions. When using the Platform for or on behalf of a third party, you agree to indemnify and hold iGuide.ai harmless from any and all liability, loss, damage, litigation, and claims, including legal costs, arising from or related to a breach of these Terms and Conditions or negligent conduct on your part and/or that of the third party.
These Terms and Conditions are prepared in multiple languages. In the event of any inconsistency or difference between the Vietnamese version and other translations, the Vietnamese version shall prevail.
The headings in these Terms are inserted for convenience and will not affect the interpretation or construction of these Terms.
In the event that any provision is determined to be unenforceable, illegal, or invalid, such provision shall remain enforceable to the maximum extent permitted by applicable law, and such determination shall not affect the validity, legality, and enforceability of the remaining provisions. The removed provision shall be replaced with a provision that is as close as possible to the original content and intent. Our failure to enforce or delay in enforcing any provision of these Terms and Conditions at any time shall not constitute a waiver of our right to enforce that provision or any other provision in the future.
The failure of any Party to enforce any provision of these Terms and Conditions at any time shall not be construed as a waiver by that Party of its right to breach that provision or any other provision of these Terms and Conditions, or to waive any successive, successive, or subsequent breach of any or all provisions of these Terms and Conditions.
Unless expressly provided herein, persons who are not parties to these Terms and Conditions shall have no right to exercise or benefit from any provision of these Terms and Conditions.
iGuide.ai may notify or contact you through general announcements posted on the Platform, or via your email address or other communication channels you specify at the time of booking or as defined in your account.
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