OPERATIONAL REGULATION OF WEBSITE/ APP PROVIDING E-COMMERCE EXCHANGE FLOOR SERVICE REDBUS WEBISTE

1. GENERAL PRINCIPLES:


1. REDBUS.VN website, with the following website address: https://www.redbus.vn/ and Redbus applications on IOS and Android operating systems (hereinafter referred to as “Redbus Website/ App”), is operated by REDBUS VIETNAM COMPANY LIMITED (“We” or “Redbus” or “Management Board”), is an e-commerce exchange floor that allows organizations and individuals to book online bus tickets (“Services”).


2. Redbus Website/ App is built to provide customers with a modern, convenient, time-saving tool for bus ticket booking at preferential costs, creating a dynamic environment for business, exchange and service provision. At the same time, Redbus Website/ App aims to bring the best values and experience for customers from the products and services that we provide.


3. This Regulation promulgates mandatory regulations applicable to User of Redbus Website/ App. Users of Redbus include merchants, individuals and organizations wishing to provide services (“Sellers”) and individuals and organizations wishing to purchase services on the Redbus Website/ App system (“Customers” or “Buyers”), as well as business activities and trade promotion on the Redbus Website/ App are responsible for strictly complying with the content of this Regulation.


2. DEFINITIONS:


REDBUS.VN or Redbus Website/ App : An e-commerce exchange floor operated by Redbus Vietnam Company Limited

Redbus or the Company : Redbus Vietnam Company Limited, a company incorporated and operated under the Enterprise Registration Certificate No. 0317772069 first issued on 06 April 2023 by the Department of Planning and Investment in Ho Chi Minh City

Sellers : Organizations or individuals with legitimate business and commercial activities agreed by the Company to provide services related to sale of bus tickets on Redbus Website/ App

Buyers or Customers : Individuals or organizations that buy the Products on Redbus Website/ App

Complainant : Sellers or Buyers, who have complaints regarding transactions made on Redbus Website/ App

Product : Goods and services provided by Sellers on Redbus Website/ App Specifically, bus ticket booking service

Price : The price, surmage of the price announced by Sellers and/or the relevant conditions

Regulation or Operation Regulation : This Operational Regulation of Website/ App providing e-commerce exchange floor services REDBUS.VN No. ____________ dated _________ and its updated versions published on Redbus Website / App from time to time

User : All organizations or individuals who participate on Redbus Website / App to make transaction (i.e., all Sellers and Buyers)


3. GENERAL TERMS:


1. Redbus Website/ App is registered to operate as an e-commerce exchange floor operated by Redbus. Users of Redbus Website/ App are the Sellers and the Buyers who makes transactions to buy and sell the Products on Redbus.


2. Accordingly, Redbus Website/ App does not directly provide Products to Buyers but acts as an intermediary between Buyers and Sellers, helping to connect Buyers and Sellers together quickly, conveniently and effectively.


3. Trading activities on Redbus Website/ App shall be implemented openly, transparently to ensure the rights of Users.


4. Products traded on Redbus Website/ App are required to fully meet the provisions of relevant laws, not belong to cases of prohibited goods as prescribed by laws.


5. Sellers and Buyers participating in Redbus Website/ App shall learn about their own liability under Vietnam’s current laws, operating regulations and other policies and regulations of Redbus Website/ App and commit to complying with relevant regulations.


6. This Regulation and transactions on Redbus Website/ App shall always comply with the prevailing regulations of Vietnam.




4. TRANSACTION PROCESS:


1. Process for Buyers

Step 1:Buyers access the homepage of Redbus Website and select the route and expected departure date.

Step 2:Redbus Website will switch to the online bus ticket booking page for Buyers to choose the Bus company, seat number, departure time, and bus illustration. Currently, only one Test BO is active. Once Buyer clicks on select seat for a particular bus service, he will see the seats available.

Step 3:Customer can choose a particular seat as per his convenience. Only the available seats are shown to the customer.

Step 4:Redbus Website will switch to the Passenger's information page, including: full name, age, email address and Phone number

Step 5:Redbus Website will switch to the payment page, asking the customer to choose a payment method. Currently, Credit Card and Debit Card are supported as payment methods. We will support Intermediary payments after obtaining the Ministry of Industry and Trade’s approval.

Step 6:After completing the payment, Redbus Website will return to the successful order page interface and complete the order placing process.

Step 7:After completing the order process, Buyers wait for the system to send the booked ticket to the email and/or phone number registered in Step 4 above.


2. Process for Sellers

Step 1:Registration to provide Product

- Option 1: Sellers directly access the link https://www.redbus.vn/info/contactus to contact the administrator via email contact@redbus.vn to register to sell services or goods on the Website/ App of Redbus. After that, Company’s support department will contact the Sellers to discuss and sign the terms of use of the Website/ App, the cooperation contract between the two parties. - Option 2: Sellers contact directly via phone number +84-9813054000 or come directly at the company's head office to discuss and sign contracts.

Step 2:The Sellers provide information related to its service for the Management Board to post on Redbus Website/ App via a third party software to share their inventory with RedBus.

Step 3:Buyers place an order on Redbus Website/ App and makes payment.

Step 4:The Seller will receive the Buyers order on the Seller’s portal. The Buyers order will contain the source, destination, date and time of departure of the Buyer. The Seller will provide the service selected by the Buyer as chosen by the Buyer.


3. Shipping process

Since Redbus Website/ App does not directly provide transportation service to Customers but acts as an intermediary between Customers and Sellers and helps to connect Customers and Sellers together, Redbus Website/ App only supports delivery of booking code in electronic form. A booking code will be sent to a Buyer's email or SMS as soon as the payment process is completed.
Thus, we have not signed a contract with third parties nor recruited a shipping team at the moment. The Sellers will directly provide transportation service using their own human resources and shipping service or/and the 3rd party shipping service without the involvement of Redbus.


4. Order confirmation/cancellation process

-Order confirmation process:As mentioned in Step 8 of Section IV.1, as soon as the order is paid, the system of Redbus Website/ App will send an SMS /or confirmation email to the Buyers.

-Order cancellation process:The cancellation of a ticket booked on Redbus depends on the policies of the Sellers (i.e., bus operators), as Redbus does not create its own exchange and return policies. Especially, when the Sellers share the bus schedules with RedBus, they also share the cancellation policies associated with the schedule with RedBus. This information is displayed to the Buyers at the time of booking. When the Buyers decide to cancel, the cancellation policies which were shared with the Buyers at the time of booking are applied. Additionally, Redbus provides features that enable customers to cancel their ticket in case the purchased ticket is eligible for cancellation on the Website/ App.


5. Return and refund process

-Refund policy:If a customer is eligible for a refund after canceling a ticket according to the cancellation policies of the Sellers which were shared with the Buyers at the time of bookjng, Redbus will initiate the refund directly to the Buyers and collect the corresponding amount from subsequent payments made to the Sellers.


6. Product warranty/maintenance process

Since Redbus Website/ App only provides service, no product warranty/maintenance process is applicable. Furthermore, the Company does not apply a general warranty policy for Products of Sellers posted on Redbus Website/ App. Sellers will have their own warranty policy which is detailed in the information of Products posted on the Redbus Website/ App and will be self responsible for the warranty policy posted on the Redbus Website/ App.


7. Dispute and complaint settlement process

In case any dispute arises from or in connection with the transaction on Redbus Website/ App, Redbus Website/ App receives and resolves complaints from Buyers according to the following process:

Step 1:Buyer submits the complaint by email to contact@redbus.vn. The Complainant needs to provide evidence related to the content of the complaint at the request of the Management Board.

Step 2:The receiving department transfers it to the department responsible for finding out, verifying information and settling complaints

Step 3:Within 07 days from the date of receipt of the Complainant's complaint, the Company will reach out to the Complainants to request them to supplement/provide more evidence if necessary or settle the complaint if the information provided is already sufficient. .

Step 4:If the Complainant agrees to the settlement, the process ends at Step 4. If the Complainant disagrees, proceed to Step 5.

Step 5:If the Complainant and the Company cannot conciliate and negotiate successfully, the Complainant has the right to bring the case to a competent court for settlement.


5. PAYMENT PROCESS :
   
   
   1. Payment policy between Sellers and Management Board
   
   RedBus shall disburse payments to Sellers in accordance with the payment terms as agreed between the parties under the service contract between Redbus and the relevant Seller, which terms may varies from Seller to Seller. In particular, the payment process will be as follows:
   
   Step 1:Management Board shall compile a report of (i) the total value of successful orders (and the details thereof) of the relevant period (as determined under the service contract), and (ii) the applicable service fees and any commissions to be deducted by the Management Board in accordance with the service contract, and share such report to the Sellers (whether via email or other means).
   
   Step 2:Sellers will check the report and notify the Management Board in writing in case they wish to amend the report within 01 (one) week from the date such report is made available to the Sellers. . If the Management Board does not receive any written notification from the Sellers to request amendments to the report within the aforementioned period, it is deemed that the Sellers have accepted the report.
   
   Step 3:Management Board shall transfer to the Sellers the value of successful orders after deducting the applicable service fee and any commissions as determined in the report. The latest transfer time is 03 (three) days from the date the balance sheet is accepted or deemed to be accepted by the relevant Seller.
   
   
   2. Payment policy between Sellers and Buyers
   
   Step 1:Buyers choose a payment method when creating an order on Redbus. The Buyers can choose either of the followings:
   
   - Bank transfer
   
   - Intermediary payment: The Company may use intermediary payment services of other companies in the future, subject to the compliance with relevant legal requirements and procedures.
   
   - Payment gateway (international card and domestic card): Visa, Master Card, etc.
   
   Step 2:Buyers perform and complete the payment procedure according to the payment information displayed at the Steps of placing an order.
   
   
   
6. ENSURING SECURITY OF TRANSACTIONS


1. Sellers must provide complete information including name, address, tax code/business number, phone number, email when registering to sell on Redbus Website/ App and take full responsibility for the information provided to the Company. The Company relies on the information provided by the Sellers to assess the Sellers' qualifications.


2. Sellers must ensure that all Products provided on Redbus Website/ App are authentic products and guaranteed to meet the quality described on Redbus Website/ App and take full responsibility.


3. Buyers are required to provide certain information, including their name, phone number, gender, email, and age at the time of booking. The phone number provided by the buyer is verified through a one-time password (OTP) system.


4. Buyer should not provide payment information to anyone by email or other form of communication. The Company is not responsible for any damage or risk the Customers may incur due to such action.


5. Buyers, Sellers absolutely shall not use any program, tool or other form to interfere with the system or change the data structure. It is strictly forbidden to distribute, propagate or promote any activities to interfere, destroy or infiltrate the Webs


6. All transaction information is kept confidential, except for cases where it is required to provide upon the competent state agency’s request.


7. CONSUMER PRIVACY POLICY

Buyers do not need to create a member account to access, trade and/or order online services at the Redbus Website/ App. Therefore, Redbus Website/ App only collects personal information of users if and when they make order through Redbus Website/ App. Before the users make order(s) through Redbus Website/ App, the system will display the link to our Information Privacy Policy and Regulations so the users can read and confirm before giving their personal information.

By using our service, the Customers consent to the processing of personal data as described in the Privacy Policy and the Regulation. If we change our Privacy Policy, we will post those changes on the Redbus Website/ App. Depending on the actual situation, we reserve the right to amend and supplement this Privacy Policy at any time without prior notice.

For Buyers who create an account at Redbus Website/ App, we will store Buyer's personal information as well as save previous transactions for Buyers to track easily and simplify the next purchase process at the Website/ App.


1. Purpose of collecting the Buyer’s Personal Information

Redbus Website/ App collects Customer information to conduct the usage scope in point 2 below.


2. Usage scope of the collected Buyer's Personal Information:


- Pay for purchases to Sellers

- Provide customer support service

- Marketing activities: such as sending promotional emails to Buyers. Buyer can agree or unsubscribe from receiving those marketing emails at any time.

- Contact the Buyer for issues occurred that require response to the Buyer regarding the payment process.

- When one of the following situations occurs: (a) upon a written request from the competent state agency; (b) in case the provision of such information is legitimate in order to protect the rights of the Sellers/Buyers and the Website/ App Management under the law; (c) an emergency and necessary situation to protect the personal safety rights of other Sellers/Buyers on the Redbus Website/ App (if any);

- Improve service quality: We may use Buyer's Personal Information for the purpose of analyzing, improving our services, enhancing the user experience, and improving the features and quality of our services.

- Support Third-party in providing their services: Buyer's personal information will be provided to third parties whose services are involved throughout the transaction. For example, the party provides payment services and guaranteed payment service. In addition, we may also work with a third-party advertising network to market our Website/ App on other supply channels, or for analytics purposes. Third parties involved in one of these services will be bound by confidentiality agreements and shall not be allowed to use buyer's personal information for any purpose other than the purpose specified above.


3. Storage period of Personal Information:

Personal Information will be automatically saved and secured in the server memory of the Redbus Website/ App during the time the Buyers/Sellers participates in activities on Redbus Website/ App or until when Buyers/Sellers request the Company to delete their Personal Information.


4. Buyer’s Personal Information privacy measures:

In accordance with the law, we follow suitable procedures to prevent unauthorized access to and improper use of Buyer's Personal Information.

We use appropriate business systems and processes to protect and preserve Buyer's Personal Information. We also use technical and material safety procedures to limit the access and use of Buyer's Personal Information on the Website/ App. Only authorized persons can access Buyer's Personal Information for their work.

Data security measures:

- Connections to Redbus.vn Website/ App's server system for administrative purposes are encrypted via the following protocols: SSH, VPN. - Only the management level of the departments in the Management Board will be granted access to the server system to ensure system security and information safety.

- Before uploading the Code to the server, the Management Board performs the review and censorship stages by the tester team (censorship team) to check and confirm the accuracy of the Code and offer timely solutions. when there are actual operational problems (if any).

Information security system
- User authentication through OTP, Authorize Token

- Security via HTTPS protocol

- Security of user database: all sensitive data (including Login Token) is encrypted under SHA 256 information encryption standard


Restrictions on minors:
The services provided on the Redbus Website/ App are not applicable to minors unless there is valid consent of a parent or guardian
Contact with information collection entity:

REDBUS VIETNAM COMPANY LIMITED, address: Floor 6 and 7, Me Linh Point Tower, No.02 Ngo Duc Ke Street, Ben Nghe Ward, District 1, Ho Chi Minh City. Contact phone number: +84-981305400

Buyers always have the right to review their Buyer's Personal Information recorded by Redbus. Buyer may request an overview of Buyer's Personal Information by emailing us at contact@redbus.vn with the subject “Enquiry for End User Data” in the subject email and attach a copy of your personal documentation to help us prevent unauthorized individuals from accessing Personal Information.

If the Buyer’s Personal Information we are providing is incorrect, we will update upon the Buyer's request. Buyers can also ask us to remove their information from our customer database by sending an email to contact@redbus.vn with the subject "End User Data Deletion Request." However, if the Buyer chooses to delete his or her personal information, we cannot assist you in visiting the Website/ App to make a booking. We may also need to retain certain information as prescribed, for legal or administrative purposes, such as data storage or fraud detection. Buyers can also delete accounts at any time by logging
into accounts on REDBUS.VN and choose to delete the account.
In case the Buyers suspect of improper use of personal information or use beyond scope in Section 7.2 above, Buyer can make a complaint through contact@redbus.vn
In case an information system is hacked, posing a risk of loss of consumer information, Redbus shall notify the incident to the competent agency within 24 (twenty four) hours after detecting it.


8. INFORMATION MANAGEMENT ON THE Website/ APP
   
   
1. Policy of posting information

For posted information, Contact information (name, address, tax code/business number, phone number, email when registering to sell on Redbus Website/ App) must be the actual information of the Users. The Company moderates the information of Products provided by Sellers registered to be displayed on Redbus Website/ App.

• Advertisement activity
Buyers, Sellers participating on Redbus Website/ App shall not carry out the following advertising activities while posting news to introduce and advertise Products on Redbus Website/ App: - Advertising the products, goods and services banned from advertising. 7/15 - Using advertisements that reveal the State secrets, harm the independence and National sovereignty, National defense and security. - Using advertisement inartistically, contrary to the Vietnam’s history, culture, ethics and traditional customs - Using advertisements that affect the urban scenery, the traffic safety and the social order. - Using advertisements that degrade the respectability of the National flag, the National emblem, the National anthem, the Party’s flag, national heroes, cultural celebrities, the leaders of the State and the Party. - Using advertisements that express racial discrimination, sexual discrimination, prejudice against disabled people, or violate the freedom of belief and religion. - Using advertisements that offend the prestige, honor and dignity of other organizations and individuals. - Using advertisements that contain other people’s pictures, words or text without obtaining their consent, unless otherwise permitted by law. - Advertising incorrectly or causing confusion about the business competence, the ability to provide products, goods and services of organizations and individuals trading and providing such products, goods and services; about the quantity, quality, prices, features, designs, package, brand name, kinds, method of service, warranty duration of the registered or announced products, goods and services. - Advertising using direct comparison of the prices, quality and efficiency of their products, goods and services to that of the other’s products, goods and services of the same kind. - Advertising using the words “best”, “the best”, “only”, “number one” or words with similar meaning without legitimate documents proving so as prescribed by the Ministry of Culture, Sports and Tourism. - Advertising using unhealthy competition contents as prescribed by law provisions on competition. - Using advertisements that violate law provisions on intellectual property. - Using advertisements that make children think, speak and act against the traditional customs and ethics, negatively affect the children’s health, safety or natural development. - Forcing other agencies, organizations and individuals to make advertisements or receive advertisements involuntarily.

• Process of coordinating with intellectual property rights holders to handle Products that infringe intellectual property rights
Redbus Vietnam Company Limited and Redbus Website/ App are committed to protecting the intellectual property rights protected in Vietnam of rightsholders in accordance with the provisions of current intellectual property laws. Subject of intellectual property rights handled: Redbus Website/ App only receives and processes intellectual property protection requests from rights holders related to the listings on Redbus Website/ App that are suspected of infringing intellectual property rights regarding (i) Copyright and related rights, (ii) industrial property rights, (iii) integrated circuit designs and (iv) plant varieties. 8/15 Entities who have the right to make a request: Only the legal owner of the intellectual property right or the person authorized by the legal owner of the intellectual property right in accordance with the provisions of the Intellectual Property Law can request Redbus Website/ App to handle listings that are suspected of infringing intellectual property rights (the “Right holder”). Settlement process: Upon receiving intellectual property protection requests, Redbus Website/ App will work closely with the Right holder according to the following procedures: Step 1: Right holder submits the complaint to contact@redbus.vn. The Right holder needs to provide sufficient information and documents proving the infringement of the rights by the complained party. Step 2: The receiving department transfers it to the department responsible for finding out, verifying information and settling complaints Step 3: Within 5 working days from the date of receipt of the Right holder 's request, the Company will reach out to the Right holder to request them to supplement/provide more evidence if necessary or settle the complaint if the information provided is already sufficient. Step 4: In case the provided information and documents are not enough to prove the violation of the complained party, within 5 working days, Redbus Website/ App will notify the complained party to request them to provide documents and information proving that the complained party fully complies with the provisions of the law on intellectual property rights. The complained party is responsible for providing information and documents within the time limit specified by Redbus Website/ App. Step 5: After having received enough information or the Right holder cannot provide any other documents, Redbus Website/ App will handle the case as follows: - If infringement is detected, posts containing infringing elements will be hidden or deleted depending on the nature and severity of the violation. Redbus Website/ App will notify the right holder of the processing results. - If no act of infringement of intellectual property rights is detected or the evidence provided is not enough to for conclusion, Redbus Website/ App will refuse the request of the Right holder and notify the Right holder of the processing results. Step 5: If the Right holder agrees to the settlement, the process ends at Step 5. If the Right holder disagrees, proceed to Step 6. Step 6: If the Right holder is not satisfied with the result, they have the right to bring the case to a competent court for settlement.
2. Mechanism for reviewing and controlling information of the Company

Redbus Website/ App reserves the right to request the Sellers to provide the Enterprise Registration Certificate, Investment Registration Certificate (if any), and licenses or certificates of eligibility for service provision. Other than that, the Company uses technological and technical measures to integrate features to help control information on the Redbus Website/ App automatically, quickly and accurately. At the same time, the Company deploys staff to check all Products posted by the Seller daily, combined with community checking. Each account on the Website/ App is able to report non conforming Products.

3. Measures to handle when there is violation of regulations on trading on Redbus Website/ App

For Sellers, the mechanism to review and control information on the Website/ App ensures that Products that do not comply with the Regulations will be deleted. The time from when the non conforming Product is posted to the time it is deleted does not exceed 24 (twenty-four) hours. In case of violation of regulations on trading on Redbus Website/ App, the Seller may be applied the following measures:
• Prevent and remove from the Website/ App services on the list of goods and services banned from investment and business;


• Remove information about illegal services within 24 hours from the date of receipt of a request from a competent state management agency;


• Coordinate with intellectual property rights holders to review and remove products that infringe intellectual property rights according to the process and procedures announced in the Regulation on operation of the e-commerce trading floor;


• Warn or refuse to provide services for a definite or permanent period to individuals, traders and organizations that commit illegal business acts;


• Other measures according to the laws.


In case the Seller’s violation of the Regulation also leads to an infringement on the interests of consumers on Redbus Website/ App, besides from measures as described above, they may be subject to measures stipulated in law on protection of consumers’ rights and relevant guidance. For Buyers that do not comply with the Regulations in the course of participating on transaction on Redbus Website/ App, they will be handled as follows:
• Prevent/ limit the right to use the Account;


• Suspend or terminate the Account;


• Withdraw Products that Buyers obtained as a result of fraud;


• Cancel the order made by Buyers during the using of Website/ App;


• Apply civil remedies, incl


• Other measures according to the laws.


9. RESPONSIBILITIES IN CASE OF TECHNICAL ERROR :

Users must strictly follow the guiding procedures when performing transactions on Redbus. Management Board is committed to providing the best quality of service to all participants in the transaction, ensuring the safety and stability of the entire technical system. However, in the event of a technical failure beyond the control of Company, the Company will immediately apply measures to ensure the purchaser's interests. In case there is a technical error, software error, transmission line error or other objective errors leading to the User not being able to participate in the transaction, the User shall notify the Website/ App Management Board via email address contact@redbus.vn; the Company will fix the error as soon as possible, make effort to recover lost data and ensure that all transactions take 10/15 place normally. Redbus Website/ App will not be responsible for handling the request in case the users' notices do not reach the Management Board, arising from technical errors, transmission errors, software, or other errors not caused by the Management Board.


10. RIGHTS AND RESPONSIBILITIES OF MANAGEMENT BOARD OF REDBUS Website/ APP
    
    
    1. Rights of Management Board
    
    - Request Sellers/Buyers to provide complete, accurate and truthful information. In case there is a proof to prove that the Sellers/Buyers provides incorrect, incomplete information or violates the law or fine customs of Vietnam, the Management Board has the right to refuse, temporarily stop or terminate the Seller/Buyer's right to use the service. - Use measures to temporarily or permanently block the access and use of the Sellers/Buyers if the Sellers/Buyers take any action that harms the Website/ App of Redbus Website/ App or violates the provisions of this Proposal without paying any damages to the Sellers/Buyers. - Refuse to verify Seller/Buyer's account registered on the Redbus Website/ App in case that person’s status as a Seller/Buyer has been cancelled before. - Develop, issue, amend and supplement policies and regulations on services and activities on Redbus Website/ App from time to time. - Holds copyright regarding all content and logos shown/posted on the Redbus Website/ App in accordance with the regulations on intellectual property protection in Vietnam. The Management Board strictly prohibits all acts of illegally copying, using and disseminating the logos and contents owned by the Management Board. - And other rights as prescribed by other policies published on Redbus Website/ App and/ or by laws.
    
    
    2. Responsibilities of Management Board
    
    - Register the Website/ App providing e-commerce services with the Ministry of Industry and Trade according to the Section 2, Chapter 3 of Decree 52/2013/ND-CP or prevailing laws on E commerce and publish the registered information on the Redbus Website/ App; - Develop and publicly announce on the Redbus Website/ App the regulation of the e commerce exchange floor; monitor and ensure the implementation of the Regulation on Redbus Website/ App; - Request the Sellers on the Redbus Website/ App to provide information as prescribed in Article 29 of Decree No. 52/2013/ND-CP or prevailing laws on E-commerce when registering to use the service; - Store users' registration information on Redbus Website/ App and regularly update relevant changes and supplements (if any); - To apply a mechanism of examination and monitoring to ensure the Seller’s information provided on Redbus Website/ App is correct and adequate; - To establish a mechanism to permit traders, organizations or individuals participating in Redbus Website/ App to perform the process of conclusion of contract as specified in Section 2, Chapter II of Decree 52/2013/ND-CP or prevailing laws; - To apply necessary measures to ensure the safety of information relating to business secrets of traders, organizations or individuals and consumers’ personal information; 11/15 - Apply necessary measures to ensure the safety of information relating to business secrets of traders, organizations or individuals and consumers’ personal information - Coordinate and support to resolve complaints between Sellers and Buyers. - Reconciling service charges, goods collected on behalf of the Sellers, paying for the goods collected on behalf of the Sellers; - Take timely remedial measures upon detection or receipt of reports about business acts in violation of the law on the e-commerce exchange floor by:
    
    
    1. Preventing and removing from Redbus Website/ App the information on services, sale of goods banned from business, in sectors and trades banned from investment and business;
    
    
    2. Removing information about illegal services within 24 hours from the date of receipt of a request from a competent state management agency;
    
    
    3. Coordinating with intellectual property rights holders to review and remove from Redbus Website/ App the information of services that are fake, infringing on intellectual property rights and other types of services in violation of other laws when detecting or receiving a well-founded complaint verify this information, in accordance with the procedure in Section VIII of this Regulation;
    
    - Provide information on their business situation at the request of a competent State and support state management agencies to investigate illegal business acts using their websites, to serve e-commerce statistics, inspection, examination and handling of violations; and - Other responsibilities as prescribed by other policies published on Redbus Website/ App and/ or by laws.


11. RIGHTS AND RESPONSIBILITIES OF PARTICIPANT ON REDBUS Website/ APP


1. Rights and responsibilities of Sellers on the Redbus Website/ App


1. Sellers’ Rights

- Manage and update information about the Products posted on the Redbus Website/ App; - To be assured of confidentiality and information safety in accordance with the law and this Regulation; - Contribute comments on policies and regulations when using services, participating in trading activities on Redbus Website/ App with Management Board; - And other rights specified in the cooperation contract signed between the Management Board and the Sellers., other policies published on Redbus Website/ App and/ or by laws.

2. Sellers’ Responsibilities

Be responsible for the accuracy and truthfulness of the information provided when registering for an account and information about the Products posted on Redbus Website/ App; - Secure login information on Redbus Website/ App; - Ensure the truthfulness of the information about the Products posted for sale on Redbus Website/ App; - Provide complete and accurate information specified in Clauses 1, 2 and 3, Article 29 of Decree No. 52/2013/ND-CP or prevailing laws when signing a contract with the Management Board; - Provide full information about the Products including: description, price, general terms and conditions, shipping terms and payment method as prescribed in Article 30 to 34 of Decree No. 52/2013/ND-CP or prevailing laws; - Comply with the provisions of the law on payment, advertising, promotion, protection of intellectual property rights, protection of consumer rights and relevant provisions of law when selling Products on Redbus Website/ App; - Do not use any program, tool or other form to interfere with the system to change the data structure of Redbus Website/ App; - Absolutely not distribute, propagate or promote any activities to interfere, destroy or infiltrate the data of Redbus Website/ App as well as the server system of Redbus Website/ App; - When detecting an error of the system, it is necessary for Sellers to immediately notify the Management Board via phone number: +84-981305400 or email contact@redbus.vn and Sellers must not conduct any behavior using technical errors to cause damage and/or unauthorizedly use material for/on Redbus Website/ App; - Read, understand and comply with the provisions of this Regulation, policies, notices, and other relevant information (if any) posted on Redbus Website/ App; - Provide information about their business situation at the request of competent State Authority to serve statistical activities related to e-commerce; - Fulfill tax obligations as prescribed by law; - And other responsibilities as prescribed in the cooperation contract signed between the Management Board and the Sellers, other policies published on Redbus Website/ App and/ or by laws.


2. Rights and responsibilities of Customers on Redbus Website/ App


1. Buyers’ Rights

- To be assured of confidentiality and information safety in accordance with the law and this Regulation; - Have the right to complain in the event that the Sellers or the Management Board fail to exercise, exercise improperly or incompletely the commitments in terms of providing services and providing information on Redbus Website/ App; - To be supported by the Management Board to resolve complaints and other issues related to the sales and purchase of Products on Redbus Website/ App; - Request a refund in the case mentioned in Section IV.5 of this Regulation; - Contribute comments to the Management Board on policies and regulations when using the service, participating in trading activities on Redbus Website/ App; and - And other rights as prescribed by other policies published on Redbus Website/ App and/ or by laws.

2. Buyers’ Responsibilities:

- Be responsible for the accuracy and truthfulness of information posted/completed/provided in the order and comply with the information in the order; - Be responsible for the accuracy and truthfulness of information provided when registering an account Redbus Website/ App; - Secure login information on Redbus Website/ App and be responsible for the operation of the login account; - Do not use any program, tool or other form to interfere with the system to change the data structure of Website/ App of Redbus; - Absolutely not distribute, propagate or promote any activities to interfere, destroy or infiltrate the data of Redbus Website/ App as well as the server system of Website/ App of Redbus; - When detecting an error of the system, it is necessary for the Buyers to immediately notify the Management Board by phone: +84-981305400 or email contact@redbus.vn and Buyers must not conduct any behavior to damage or/and unauthorizedly use materials to/on Redbus Website/ App; - Read, understand and comply with the provisions of this Regulation, policies, notices, and other relevant information (if any) posted on Redbus Website/ App; - And other responsibilities as prescribed by other policies published on Redbus Website/ App and/ or by laws.


3. Allocation of responsibilities between Management Board and Sellers in solving problems arising from transactions made on Redbus Website/ App

Management Board will handle it according to the complaint settlement process specified in Section IV.7 of this Regulation. In case of complaints related to the Sellers’ Products on Redbus Website/ App, within 07 days from the date of receipt of the complaint, the Management Board will send complaint information to the Seller. The Seller is responsible for resolving the complaint for the Buyer within 10 days from the date the Management Board sends the complaint information to the Seller. The Seller shall provide an opinion and remedy to the Buyer's complaint. Limitation of Redbus's liability in transactions made on the Redbus Website/ App:

• We will not be liable for any damages of any kind, including without limitation direct, indirect, incidental, punitive, and consequential damages, arising out of or in connection with the terms, Website/ App, the facility, transaction processing service, use or inability to use the facility or the transaction processing service, or those resulting from any services purchased or obtained or messages received or transactions entered into through the Website/ App, beyond the value of the last transaction carried out by the end-user through the site.


• We do not guarantee or warrant that the User will be granted valid travel permits applicable to the User. We do not have any responsibility to notify the User or indemnify the User in the event that the User suffer losses or damages relating to the User’slack of visa or travel permits (including, but not limited to, refusal of entry, and deportation).


• Any material downloaded or otherwise obtained through the use of the services is at the User’s sole responsibility and risk. the User voluntarily assume such risk, and the User will be fully responsible for any loss or damage arising out of or in relation to such material, including any damage to the User’s computer system or loss of data that results from downloading any materials that are provided.
  


12. APPLICABLE TERMS

The Company reserves the right to modify the Regulation at any time and will upload those change on Redbus Website/ App and/or via https://www.redbus.vn/ for all users of the Management Board to know and perform 05 (five) days before applying those changes. The revised Regulations take effect from the effective date as set forth in the revised Regulations. The Users’ continued use after the revised Regulation is published and takes effect means that the users have accepted the revised Regulation. Users participating in Redbus Website/ App are responsible for complying with current regulations when transacting on Redbus Website/ App.


13. COMMITMENT TERMS

All Users, when using any service provided by Redbus Website/ App, have agreed to this Regulation. If you have any questions, please contact Redbus Website/ App with the information below for answers: Website/ App : Redbus Website/ App (https://www.redbus.vn/) Company : REDBUS VIETNAM COMPANY LIMITED Customer support : Customer care department Address : Floor 6 and 7, Me Linh Point Tower, No. 2 Ngo Duc Ke, Ben Nghe Ward, District 1, Ho Chi Minh City Email : contact@redbus.vn Hotline : +84-981305400