VIETNAM TRADE PROMOTION PORTAL
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USER ACCOUNT POLICY

Article 1. Purpose and Scope
1.1. This Policy governs the registration, creation, management, use, updating, suspension, and termination of user accounts on TradeVietnam.vn (the “Platform”).
1.2. It applies to individuals, businesses, organizations, and other parties that register for or use an account on the Platform.

1.3. By registering for or using an account, users acknowledge that they have read and agree to comply with this Policy, the Terms of Use, the Privacy and Personal Data Protection Policy, and other applicable policies published on the Platform.

Article 2. Types of Accounts
Depending on the Platform’s functions and service model, the following account types may be available:
2.1. Business/Organization Account: For businesses, organizations, or commercial entities seeking to promote products or services, find suppliers, customers, business partners, or investment opportunities.
2.2. Paid Account: An account registered or upgraded to access paid functions, features, or services under the published pricing policy.
2.3. Other Account Types: The Platform may introduce additional account types according to its operational and service-development needs.

The access rights, functions, and duration of each account type are determined by the service description and applicable terms at the time of registration or purchase.

Article 3. Eligibility and Registration Requirements
Applicants must:
3.1. Provide complete, accurate, and non-misleading registration information.
3.2. Have the legal capacity and authority required to register for and use an account under applicable law.
3.3. For a business or organization account, have valid authority or authorization to register and manage the account.
3.4. Not use false information, another party’s identity, or unlawful documents.
3.5. Comply with this Policy and the Platform’s other applicable policies.
The Platform may request additional information or verification documents where reasonably necessary for the relevant service.

Article 4. Account Information
Depending on the account type and registration functions, users may be asked to provide:
  • Full name or business/organization name.
  • Contact email address and telephone number.
  • Country or region of operation.
  • Business sector and areas of activity.
  • Representative or contact-person details.
  • Business information and verification documents, where necessary.
  • Other information required to provide the services.

Users are responsible for ensuring that the information they provide is accurate, up to date, and appropriate for the intended use. The Platform will process such information in accordance with its Privacy and Personal Data Protection Policy and applicable law.

Article 5. Account Security and Management
5.1. Users are responsible for protecting their login credentials, passwords, and account authentication methods.
5.2. Users must not share credentials with unauthorized persons or allow third parties to use their accounts without authorization.
5.3. Users should notify the Platform within a reasonable time if they discover or suspect unauthorized access, loss of account control, or a security risk.
5.4. Users are responsible for activities conducted through their accounts, except where otherwise provided by applicable law or where evidence establishes that the activity resulted from unauthorized conduct beyond the user’s reasonable control.
5.5. The Platform may implement reasonable security measures, including email verification, additional authentication, login restrictions, or checks for unusual activity.

Article 6. User Rights and Responsibilities
6.1. Users are entitled to:
  • Access and use the functions available to their account type.
  • Update account information and manage content they have submitted.
  • Request support, information corrections, or account termination in accordance with the Platform’s procedures.
  • Exercise their personal data rights in accordance with the relevant policy and applicable law.
6.2. Users must:
  • Use their accounts for lawful purposes and comply with applicable law.
  • Not publish false or misleading information or infringe the lawful rights and interests of third parties.
  • Not use the Platform for fraud, scams, spam, malware distribution, or other prohibited activities.
  • Not gain unauthorized access to, disrupt, or interfere with the Platform.
  • Not unlawfully collect, exploit, or use other users’ data.
  • Pay valid fees arising from services they have registered for or used, in accordance with the applicable terms.

Article 7. Business Accounts and Representative Authority
7.1. A person registering a business or organization account represents that they have valid authority to provide the relevant information and take actions concerning that account.
7.2. The business or organization is responsible for managing authorized account users and promptly notifying the Platform of changes to representatives, account administrators, or access rights.
7.3. The Platform may request additional verification if a dispute arises regarding representative authority, account control, or account usage rights.
7.4. The display of business information on the Platform does not, by itself, constitute an absolute guarantee of the business’s legal status, financial capacity, or commercial reputation.

Article 8. Account Verification and Review
8.1. The Platform may verify email addresses, telephone numbers, business information, or relevant documents to support account security and improve system reliability.
8.2. Verification does not guarantee that all information provided by a user is entirely accurate, nor does it guarantee that the user can successfully complete a commercial transaction.
8.3. The Platform may reject an application, request additional information, or restrict certain functions if the information is incomplete, appears fraudulent, or does not satisfy the applicable requirements.

Article 9. Account Suspension, Restriction, and Termination
The Platform may suspend, restrict, or terminate an account where there are reasonable grounds to believe that:
9.1. The user has violated this Policy, the Terms of Use, or another applicable policy.
9.2. Registration information is inaccurate, fraudulent, or not updated following a reasonable request.
9.3. The account is used for fraud, unlawful conduct, or infringement of third-party rights.
9.4. The account poses a risk to the security, safety, or normal operation of the Platform.
9.5. The user requests account termination.
9.6. A competent authority issues a request or another legal basis applies.
Where appropriate, the Platform will notify the user of the reason and provide guidance on necessary steps. Account-related actions must comply with applicable legal obligations and do not prevent users from exercising lawful complaint or appeal rights.

Article 10. Paid Accounts
10.1. Paid functions or services are subject to the service plan, fees, duration, and terms published at the time of registration or purchase.
10.2. Creating a free account, if available, does not automatically grant access to paid functions.
10.3. Upgrades, renewals, service cancellations, and refunds are governed by the Platform’s Payment, Renewal, Service Cancellation and Refund Policy.
10.4. Account suspension or termination does not automatically determine refund eligibility. Related rights and obligations will be assessed under the applicable service terms and law.

Article 11. Account Updates, Suspension, and User-Requested Termination
Users may update their information or request account suspension or termination through the Platform’s available functions or by contacting via email support@ipavietnam.org.
A request may be subject to verification to protect the account holder or an authorized representative. Data handling following account termination will be governed by the Platform’s personal data policy and applicable law.

Article 12. Amendments and Effectiveness
The Platform may amend this Policy as necessary to reflect changes in its services, technology, or applicable law. The updated version will be published on the Platform and will take effect from the stated notification date unless otherwise specified.
Matters not addressed in this Policy will be governed by the Terms of Use, relevant policies, and applicable law.

PAYMENT, RENEWAL, CANCELLATION AND REFUND POLICY

Article 1. Scope of Application
1.1. This Policy sets out the conditions governing paid service registration, payment, renewal, cancellation, termination of access rights, and refunds for services provided through Vietnam Trade Promotion Portal (the “Platform”).
1.2. This Policy applies to organizations, enterprises, and individuals subscribing to or using paid account packages, partner introduction and connection services, trade promotion services, investment promotion services, or other paid services offered through the Platform.
1.3. This Policy forms part of the Platform's Terms of Use. If this Policy conflicts with a separate service agreement lawfully entered into by the parties, the separate agreement shall prevail with respect to the specific matters it expressly addresses, to the extent permitted by law.
1.4. Nothing in this Policy is intended to exclude or restrict any customer rights that must be protected under mandatory applicable law.

Article 2. Service Registration and Order Confirmation
2.1. The Platform operates on a paid-account model. Users select a service package appropriate to their needs and register through the process published on the website.
2.2. Before confirming a registration or making payment, users shall be provided with the following basic information:
a. The name and scope of the service package;
b. Benefits, features, and usage limitations;
c. The service price, payment currency, and applicable taxes or charges, if any;
d. The service period and service commencement date;
e. Renewal, cancellation, and refund conditions;
f. Payment methods and support contact details.
2.3. An order shall be confirmed when the user completes the required registration steps and the Platform or payment service provider confirms successful payment, depending on the payment method used.
2.4. IPAVIETNAM may request additional information necessary to verify a registration or payment where there are indications of discrepancies, fraud, or security risks.
2.5. If a service package has specific conditions, those conditions must be disclosed before the user completes registration or payment.

Article 3. Service Prices, Taxes, and Charges
3.1. The price of each service package shall be published at the Advertising Packages or confirmed through a quotation, order, or separate service agreement.
3.2. Published prices are exclusive of value-added tax and other applicable taxes or charges.
3.3. If a transaction incurs bank fees, international transfer fees, currency conversion fees, or payment intermediary fees, the allocation of such charges shall be disclosed to the user before payment, to the extent practicable.
3.4. Users are responsible for paying clearly disclosed and lawful charges relating to their selected service package.
3.5. IPAVIETNAM may adjust prices for future orders or subscription periods. Price adjustments shall not affect fees already paid for the current service period unless otherwise lawfully agreed by the parties.
3.6. Before a new price takes effect for a renewal period, IPAVIETNAM shall notify users of the new price and its effective date through an appropriate method. Users who do not accept the new price may cancel renewal in accordance with this Policy before the new period begins.

Article 4. Payment Methods and Timing
4.1. Users shall pay through one of the methods published by the Platform at the time of registration.
Accepted payment methods: by cash or bank transfer.
4.2. Unless otherwise agreed, service fees must be paid before the relevant paid account or feature is activated.
4.3. A transaction shall be considered completed when the system or payment service provider confirms successful payment, or when IPAVIETNAM confirms receipt of funds through an accepted payment method.
4.4. Users are responsible for providing accurate payment information and retaining transaction records for reconciliation purposes where necessary.
4.5. If a payment fails, is declined, or has not been recorded, the service may not be activated or may be temporarily restricted in accordance with the published service terms. IPAVIETNAM will assist with verification upon receipt of a valid request.
4.6. IPAVIETNAM will not ask users to provide bank passwords, PINs, or confidential authentication information that is unnecessary for payment. Users should make payments only through officially published channels.

Article 5. Service Activation and Duration
5.1. A service shall be activated after the applicable registration and payment requirements have been satisfied.
5.2. The service commencement time shall be the time the client receives an official notification from IPAVIETNAM regarding the activation of their account.
5.3. The duration of each service package shall be published at the Advertising Packages.
5.4. Users are responsible for checking their access rights and service period after activation. Any discrepancy should be reported to customer support within a reasonable period.
5.5. Payment and account activation confirm the right to use the features described in the service package. They do not guarantee that the user will find a partner, enter into a contract, complete a transaction, or achieve a specific business or investment result.

Article 6. Service Renewal
6.1. All service packages provided by IPAVIETNAM on the Vietnam Trade Promotion Portal, TradeVietnam.vn, are subject to manual account renewal only. IPAVIETNAM will send a renewal request, or the User may proactively confirm the renewal and pay the applicable fee for the next service period before or on the expiration date, in accordance with the Platform’s instructions.
6.2. If the fee or renewal terms change, IPAVIETNAM shall provide notice before the change takes effect, in accordance with applicable law and the service terms.
6.3. If a user does not renew, the account may expire or lose access to paid features when the current service period ends. Account data and content shall be handled in accordance with the Platform's Terms of Use and Privacy Policy.

Article 7. Service Cancellation and Account Termination
7.1. Users may submit a request to cancel a service or terminate an account through email support@ipavietnam.org.
7.2. A cancellation request should identify at least the account, the service package to be cancelled, and the requested cancellation date. IPAVIETNAM may request identity or representative-authority verification to protect the account and the user's lawful interests.
7.3. Unless otherwise published or agreed separately, cancelling renewal does not mean that access to an already-paid service terminates immediately. Users may continue to use the service until the end of the paid period, except where an account is lawfully terminated under the Terms of Use.
7.4. Account termination does not automatically extinguish payment obligations that have already arisen or other obligations that remain in effect under an agreement or applicable law.
7.5. Account deletion and the retention or deletion of personal data following termination shall be handled in accordance with the Privacy Policy and applicable law.
7.6. If a user requests termination because the Platform has failed to provide services as promised, IPAVIETNAM will review the request in light of the service package, relevant evidence, the parties' agreement, and applicable law.

Article 8. Refund Policy
8.1. IPAVIETNAM will assess refund requests based on the service terms, the status of service delivery, the reason for the request, payment records, agreements between the parties, and applicable law.
8.2. Users may submit refund requests in the following circumstances:
a. Duplicate or mistaken payments, after verification;
b. Payment has been made but the service has not been activated due to an issue attributable to IPAVIETNAM and the issue is not remedied within a reasonable period;
c. IPAVIETNAM has failed to provide the paid service in accordance with the agreement and has not provided an appropriate remedy;
d. The transaction is cancelled or the service is terminated in circumstances where a refund is justified under the agreement or applicable law;
e. Other circumstances in which IPAVIETNAM approves a refund or a refund is required by law.
8.3. No automatic entitlement to a refund: Fees for services properly provided in accordance with the published scope and used by the user are not automatically refundable merely because the user changes their requirements, chooses not to continue using the service, fails to find a partner, or does not achieve the desired business outcome, except where otherwise required by law or agreed by the parties.
8.4. Because the Platform provides partner introduction and connection services, failure to enter into a contract, complete a transaction, or achieve an expected profit does not, by itself, constitute grounds for a refund if IPAVIETNAM has fulfilled the agreed service scope.
8.5. Articles 8.3 and 8.4 do not exclude any refund rights or other mandatory user rights under applicable law, including where IPAVIETNAM breaches its service obligations or another legal basis for a refund exists.
8.6. Refund calculation principles: Where a refund is approved, the amount shall be determined by reference to the amount actually paid, the portion of the service already provided, the reason for the refund, any lawful deductions where permitted by law, and the agreement between the parties.
8.7. Non-refundable conditions, deductions, or refund limitations may be applied only to the extent that they were clearly disclosed before payment and comply with applicable law.

Article 9. Refund Procedure and Processing Time
9.1. Users shall submit refund requests to email support@ipavietnam.org.
9.2. A refund request should include:
a. The account name or registered business name;
b. The registered email address or order number;
c. The payment date and amount;
d. The reason for the refund request;
e. Payment records and supporting documents, if available;
f. Information necessary to process the refund through an accepted method.
9.3. IPAVIETNAM shall acknowledge receipt of a valid request within 02 working days from receipt.
9.4. The expected review and response period shall be 05 working days from receipt of all necessary information. If additional verification is required, IPAVIETNAM shall inform the user of the status of the request.
9.5. If a refund is approved, it shall be processed within 05 working days from the approval date, subject to the payment method and the processing time of the bank or payment intermediary.
9.6. Refunds will generally be returned to the original payment method where that method supports refunds. If a refund cannot be made through the original method, IPAVIETNAM will discuss a lawful and secure alternative with the user.
9.7. Users are responsible for providing accurate refund information. To the extent permitted by law, IPAVIETNAM shall not be responsible for delays caused by inaccurate information supplied by the user or by processing times imposed by banks or payment providers.
9.8. If a request is rejected, IPAVIETNAM shall provide the reasons to the extent appropriate. Users may request reconsideration or submit a complaint through the support procedure.

Article 10. Mistaken Payments, Duplicate Transactions, and Unauthorized Transactions
10.1. If a user identifies a duplicate payment, mistaken payment, or transaction that the user did not authorize, the user should promptly notify IPAVIETNAM at support@ipavietnam.org.
10.2. IPAVIETNAM will review the transaction information and, where necessary, coordinate with the payment provider to verify the transaction status.
10.3. A refund or transaction adjustment will be made after verification, in accordance with applicable law, the payment provider's conditions, and the relevant agreement.
10.4. For transactions suspected of fraud or unauthorized activity, IPAVIETNAM may temporarily restrict the relevant account or transaction to the extent necessary to protect users, the Platform, and relevant parties, in accordance with applicable law.
10.5. Users should protect their login and payment information and notify their bank or payment instrument issuer where necessary.

Article 11. Changes to Service Packages
11.1. Users may request an upgrade or change of service package if the Platform supports the change and the relevant package conditions are satisfied.
11.2. Any additional charges, applicable period, and effective date of the new package shall be disclosed before the user confirms the change.
11.3. A downgrade from a higher-priced package to a lower-priced package, where permitted, shall be handled in accordance with the published package policy. A downgrade does not automatically entitle the user to a refund of the price difference unless otherwise provided by the applicable terms or agreement.
11.4. An upgrade, downgrade, or package change shall not affect benefits already established for the current service period unless the user accepts the change conditions or applicable law provides otherwise.

Article 12. Policy Amendments
12.1. IPAVIETNAM may amend this Policy to reflect changes in law, payment methods, service packages, or operational procedures.
12.2. Changes affecting fees already paid, automatic renewal, refund rights, or user benefits shall be notified and implemented in accordance with applicable law.
12.3. Where applicable law requires user consent for a particular change, IPAVIETNAM shall implement an appropriate consent mechanism.

Article 13. Complaints and Dispute Resolution
13.1. Users may submit complaints concerning payment, renewal, cancellation, or refunds to email support@ipavietnam.org.
13.2. A complaint should specify the transaction information, the issue encountered, the requested resolution, and relevant supporting documents where available.
13.3. IPAVIETNAM shall receive and handle complaints in accordance with its published procedures and applicable law.
13.4. Disputes shall first be addressed through good-faith negotiations. If no agreement is reached, the dispute shall be resolved in accordance with the Platform's Terms of Use and applicable law.

Article 14. Governing Law and Contact Information
14.1. This Policy shall be governed by the laws of Vietnam, except where mandatory provisions of applicable law require otherwise.
14.2. Operator: Vietnam Investment Promotion and Associates Corporation (IPAVIETNAM).
14.3. Registered office address: No.84, Lane 71 Viet Hung Street, Viet Hung Ward, Hanoi City, Vietnam.
14.4. Support telephone: +84835553388.
14.5. Payment and refund support email: support@ipavietnam.org.

This regulation takes effect on September 1, 2026.