Terms of service

Article 1. Parties, definitions and scope

• 1. Party A: VNBOT Artificial Intelligence Solutions Company Limited, tax code 0111582441, address No. 2, Lane 1, Alley 2, Dai Tu Street, Dinh Cong Ward, Hanoi, Vietnam, the provider of the VNBOT platform at vnbot.vn.
• 2. Party B: the organization or individual that registers an account and uses the Service.
• 3. Service: the VNBOT AI chatbot platform and its related features provided by Party A.
• 4. Terms: these Terms of Service and their annexes, including the Personal Data Processing Agreement.
• 5. The Service is intended for business, professional or organizational use. By registering, Party B confirms that it uses the Service for that purpose, is at least 18 years old and has full legal capacity. A person registering on behalf of an organization confirms that they are authorized to represent it.
• 6. The contract between Party A and Party B is formed when Party B ticks the box accepting the Terms and completes registration. For paid plans, the contract runs for the period Party B has paid for and is renewed when Party B pays the renewal invoice. The system records the time and version of the Terms accepted by Party B. Party A keeps every published version and provides it to Party B on request.
• 7. Where Party B is a consumer under the Law on Protection of Consumer Rights, the rights guaranteed by that law take precedence over the Terms. In that case, Party B may stop a paid plan at any time and receive a refund for the unused period; the limits in Article 12 do not apply to liability imposed by law; and Party A gives at least 03 working days’ notice before planned maintenance downtime and at least 07 working days’ notice before a plan expires.
• 8. The Terms are made in Vietnamese and English. If the versions differ, the Vietnamese version prevails, unless consumer protection law requires applying the version more favorable to the consumer.

Article 2. The Service

• 1. Party A provides an AI chatbot platform that helps Party B reply to customers automatically on Facebook Messenger, Zalo OA and websites, together with tools to manage conversations, contacts, products, orders and appointments shown in the account.
• 2. Features and limits of each plan are published on the Pricing page. Party A may improve or change features. Changes that significantly reduce the benefits of a plan Party B has paid for are notified in advance by email or in the account; Party B may then stop using the Service and receive a refund under Article 5.

Article 3. Accounts

• 1. Party B provides accurate registration information and keeps it up to date.
• 2. Party B keeps its passwords and verification codes secure and is responsible for all activity in its account. Party A recommends that Party B enable two-step verification.
• 3. The organization owner of Party B is responsible for inviting staff, assigning their permissions and revoking access.
• 4. Party B notifies Party A at support@vnbot.vn immediately upon discovering unauthorized access to its account.

Article 4. Fees, payment and renewal

• 1. The Free plan is free of charge and has the usage limits shown on the Pricing page.
• 2. Paid plans are paid in advance by bank transfer against an invoice created in the account, for periods of 1, 3, 6 or 12 months. A plan is activated once Party A receives the exact invoice amount.
• 3. Party A issues an e-invoice for every payment. If Party B needs an invoice in its company’s name, it provides the company name, tax code and address when paying.
• 4. Prices are listed on the Pricing page. The price of a paid period does not change during that period; price changes apply only from the next renewal and are notified in advance under Article 14.
• 5. When Party B turns on Auto-renew, the system creates a renewal invoice before the plan expires. The plan is renewed only when Party B pays that invoice. Party A never charges Party B’s bank account or card automatically.
• 6. If a plan expires without renewal, Party B’s organization moves to the Free plan. Data is not deleted because a plan has expired, but features and limits beyond the Free plan are restricted.
• 7. AI tokens and other limits come with the plan and cannot be exchanged for money.

Article 5. Cancelling renewal, termination and refunds

• 1. Party B may turn off Auto-renew at any time on the Billing page, or request to stop a paid plan at support@vnbot.vn. Party A confirms receipt of the request within 02 working days.
• 2. When Party B stops a paid plan, whether paid for 1, 3, 6 or 12 months, the contract ends on the last day of the paid period. Party B may keep using the plan until that day. Fees for the paid period are not refunded, except in the cases in clauses 3 and 5 of this Article.
• 3. Party A refunds the fee for the remaining period in the following cases:
• a) Party A discontinues the Service;
• b) Party A terminates Party B’s account without a serious breach of the Terms by Party B;
• c) Party B does not agree with a change that significantly reduces its benefits under Article 2 or Article 14 and stops using the Service before the change takes effect;
• d) the Service is unavailable for more than 72 consecutive hours due to Party A’s fault and Party B chooses to terminate.
• 4. The fee for the remaining period equals the amount paid for that period multiplied by the number of remaining days, divided by the total number of days in the period.
• 5. Where Party B transferred money by mistake, paid too much, or was charged in error by Party A, Party A refunds that amount in full.
• 6. Refunds are sent to the bank account Party B paid from, or another account specified by Party B from its registered email, within 30 days after Party A confirms the request is valid.
• 7. This Article does not limit any rights the law requires to be guaranteed to Party B.

Article 6. Acceptable use

Party B must not use the Service to:

• -send spam, unauthorized advertising, or messages that break Facebook or Zalo rules;
• -send marketing messages to customers without their consent, or without giving them a way to opt out;
• -post or send content that violates Vietnamese law, is fraudulent, insults others, or infringes others’ intellectual property;
• -buy, sell or unlawfully collect personal data;
• -advertise prohibited products or services, or advertise falsely;
• -attack, scan, overload or attempt unauthorized access to Party A’s systems or other organizations’ data;
• -resell or sublease the Service without a written agreement with Party A.

Article 7. AI assistant and AI-generated content

• 1. Chatbot replies are generated by AI from the data Party B provides, such as FAQs, documents, products and assistant instructions. AI replies may be inaccurate.
• 2. Party B is responsible for the accuracy of the data it adds, and regularly reviews the chatbot’s replies and corrects any mistakes.
• 3. The chatbot is designed so that people know they are talking to an AI assistant: the website chat window always shows an AI label; on Facebook Messenger, Zalo and websites, the chatbot sends a notice that it is an AI assistant at the start of every new conversation; and the chatbot answers truthfully when asked whether it is a real person.
• 4. Party B may give the assistant its own name but must not turn off, alter or hide the notices in clause 3 of this Article, and must not use a name, avatar or instructions that make customers think they are talking to a human staff member.
• 5. Party B’s customers may ask to talk to a staff member at any time. Party B is responsible for having someone handle these requests. Party B may turn off automatic replies so staff reply directly.
• 6. Where Party B uses AI to create or edit images, audio or video and publishes them, Party B is responsible for disclosing and labeling them as required by the Law on Artificial Intelligence and its guiding documents.

Article 8. Party B’s customer data

• 1. Customer Data means personal data of customers and contacts that Party B adds to or collects through the Service, including messages, names, phone numbers, addresses, orders and appointments.
• 2. For Customer Data, Party B is the data controller and Party A is the data processor under the Personal Data Protection Law No. 91/2025/QH15. Processing is governed by the Personal Data Processing Agreement, an integral annex to the Terms. Where they differ on the processing of Customer Data, the Personal Data Processing Agreement prevails.

View the Personal Data Processing Agreement

Article 9. Facebook and Zalo connections

• 1. When connecting a Facebook page or Zalo OA, Party B complies with Meta’s and Zalo’s terms and policies.
• 2. These platforms may change, limit or stop their interfaces beyond Party A’s control; some features may then be interrupted.
• 3. Party B pays any fees required by third-party platforms, such as paid Zalo OA packages for sending messages.

Article 10. Intellectual property

• 1. VNBOT’s software, interface and brand belong to Party A.
• 2. The data and content Party B adds, such as products, documents, FAQs and conversations, belong to Party B. Party B allows Party A to use them as far as needed to provide the Service to Party B.

Article 11. Suspension and termination

• 1. Party B may stop using the Service and request deletion of its account by following the Data deletion page.
• 2. Party A may suspend or terminate accounts that breach Article 6, when required by a competent authority, or when an account endangers the system. Except in emergencies or where the law forbids it, Party A notifies Party B of the reason in advance.
• 3. When required by a competent authority, Party A may remove or block violating content within the legal time limit, including before it is able to notify Party B.
• 4. If an account is terminated for a serious breach of Article 6 by Party B, such as fraud, spreading unlawful content, mass spam or attacking the system, fees for the paid period are not refunded. For other breaches, Party A asks Party B to remedy them within a reasonable time and terminates only if Party B does not.

Article 12. Limitation of liability

• 1. Party A uses its best efforts to keep the Service stable but does not guarantee uninterrupted operation. Planned maintenance is notified in advance when possible.
• 2. Party A is not liable for damage caused by content or data provided by Party B, by Party B not reviewing AI replies, or by outages of Facebook, Zalo, network providers, or force majeure events.
• 3. To the extent permitted by law, Party A’s total liability to Party B for damage arising in any 12 consecutive months does not exceed the greater of: a) the amount Party B paid Party A in the 12 months before the event causing the damage; and b) VND 5,000,000.
• 4. For damage caused by Party A breaching its Customer Data protection commitments under Article 8 and the Personal Data Processing Agreement, the limit is three times the amount in clause 3 of this Article.
• 5. The limits in clauses 3 and 4 of this Article do not apply to damage caused by Party A’s intentional fault, nor where the law does not allow liability to be limited, including rights that consumer protection law requires to be guaranteed.
• 6. Party B is responsible for, and reimburses Party A for, damage and reasonable costs arising when a third party complains about or sues Party A because of content or data added by Party B, or because Party B breached Article 6, 7 or 8.

Article 13. Complaints and disputes

• 1. Complaints are sent to support@vnbot.vn or phone 0779 555 540. Party A confirms receipt within 02 working days and replies with the outcome within 15 days.
• 2. Disputes are first settled by negotiation. If no agreement is reached within 30 days, the dispute is settled by a competent court in Vietnam.
• 3. The Terms are governed by the laws of Vietnam.

Article 14. Amendments

• 1. Party A may amend the Terms. Important changes are notified by email or in the account at least 15 days before they take effect.
• 2. To keep using the Service after the effective date, Party B accepts the new version when signing in. If Party B does not agree, it may stop using the Service before the effective date and receive a refund under Article 5.

Article 15. General provisions

• 1. Force majeure means an event that occurs objectively, cannot be foreseen and cannot be overcome despite all necessary measures, such as natural disasters, epidemics, war, widespread Internet outages or decisions of state authorities. The affected party is not liable for delay or failure to perform during that time, but must notify the other party as soon as possible when the event starts and when it ends.
• 2. Notices from Party A sent to the registered account email or shown in the account are deemed delivered to Party B.
• 3. Neither party may transfer its rights and obligations under the Terms to a third party without the other party’s consent, except in a merger, consolidation, division or separation of the business under the law.
• 4. Participation in the Affiliate Program is governed by the Affiliate Policy, a separate agreement between Party A and participants.
• 5. The invalidity of any part of the Terms does not affect the validity of the remaining parts.

Article 16. Party A’s contact details