Terms & Conditions

01Introduction

Innovista, operating as Allingo, is a technology company that provides a platform for users to access services supplied by third-party providers. Allingo's role is to connect users with third-party providers. Allingo is not responsible for the acts and/or omissions of any third-party provider; the legal responsibilities relating to the services rest with the third-party provider. Third-party providers are not agents, workers or employees of Allingo, and the solutions supplied by third-party providers are not deemed to be provided by Allingo.

By accessing and transacting through Allingo, you confirm that you agree to and are bound by the terms of service set out in the Terms & Conditions below.

These terms apply to the entire website/application and to any email or other form of communication between you and Allingo.

In no event will the Allingo team be liable for any direct, indirect, special, incidental or consequential damages, including but not limited to loss of data or profit, arising out of the use of, or inability to use, the materials or services on this platform, even if the Allingo team or an authorised representative has been advised of the possibility of such damages.

We reserve the right to change prices and adjust the service-usage policy at any time without prior notice. You are responsible for complying with the terms of the carrier you select, including restrictions on prohibited or restricted goods, providing accurate order information, and paying the applicable fees on time.

02Definitions

• Cookie: a small amount of data generated by a website and stored by your web browser. Cookies are used to identify the browser, provide analytics and remember information about you, such as your preferred language or your login details, among other things.
• Company: where this policy refers to “Company”, “we” or “us”, it means Innovista Solutions Company Limited, a business in Vietnam with its business address at 48 Phú Thuận, Khu Phố 11, Phú Thuận Ward, Ho Chi Minh City, registration number 031881132.
• Country: where Allingo or the owners/founders of Allingo are based, in this case Vietnam.
• Device: any internet-connected device such as a phone, tablet, computer or any similar device that can be used to access Allingo and use the services.
• Service: the services provided by Allingo, as described in the relevant terms (if any) and on this platform, including delivery-service comparison, order management and integration with delivery partners.
• Third-party service: the delivery partners (e.g. AhaMove, Ninja Van, GHN), advertisers, contest sponsors, promotional and marketing partners, and other parties that provide content or services through our platform.
• Website: Allingo's website, accessible at the URL allingo.vn.
• You: an individual or organisation that has registered with Allingo to use the Services.

03Representations, Warranties and Undertakings

By using the Service, you represent, warrant and undertake that:

• You have full legal capacity to enter into the Contract and that you are at least eighteen (18) years of age. You may not enter into the Contract if you are under eighteen (18) years of age;
• All information you provide is true and accurate;
• You will use the Platform and the Service only for lawful intentions and purposes;
• You will keep and protect your account password or any identification method we provide for you to use the Service;
• You agree to notify us immediately of any unauthorised use of your account or any other breach of security;
• You will not attempt to disrupt or harm the Service and/or the Software in any way;
• You will provide us with identifying information such as full name, contact address, phone number, email address, account number, etc., or any other documents, permissions, licences or approvals that we may reasonably request, in accordance with the law or the requirements of a competent state authority, in order to provide the Service;
• When using the Service, you agree to comply with all laws applicable to you and/or to your use of the Service;
• You will provide accurate, up-to-date and complete information as required by the Service and are responsible for maintaining and updating your information promptly so that it remains accurate, up-to-date and complete at all times during the term of this Contract. You agree that Allingo may rely on the accuracy, currency and completeness of the information you provide. You acknowledge that if information about you is untrue, inaccurate, out-of-date or incomplete in any respect, Allingo has the right, but not the obligation, to terminate this Contract and your use of the Service at any time by a notice sent to your registered phone number or email address;
• You agree to accept full responsibility and liability for all losses or damages caused to yourself, to Allingo or to any third party as a result of your breach of this Contract that is not due to the fault of Allingo or the Third-Party Provider;

04Links to Other Websites

These Terms & Conditions apply only to the Service.

The Service may contain links to other websites that are not operated or controlled by Allingo, such as the websites of delivery partners.

You agree that we bear no responsibility or liability whatsoever for the content, accuracy or opinions expressed on those websites, and you acknowledge that these websites are not examined, monitored or verified by us for accuracy or completeness.

Please note that when you use a link to leave the Service and access another website, our Terms & Conditions no longer apply.

Your access to and interaction with any other website, including those linked on our platform, is governed by that website's own rules and policies, and you agree to fully release us from any liability for damages or losses arising from your use of, or inability to use, a third-party website.

These third parties may use cookies or other methods to collect information about you.

05Licence and Restrictions

Allingo grants you a revocable, non-exclusive, non-transferable and limited licence to download, install and use the website/application strictly in accordance with the terms of these Terms & Conditions.

These Terms & Conditions are a contract between you and Allingo (referred to in these Terms & Conditions as “Allingo”, “we” or “us”), the entity that provides the Allingo website and the services accessible from the Allingo website (collectively referred to in these Terms & Conditions as the “Allingo Service”).

You agree to be bound by these Terms & Conditions. If you do not agree with these Terms & Conditions, please do not use the Allingo Service.

In these Terms & Conditions, “you” refers both to you as an individual and to the organisation you represent. If you breach any part of these Terms & Conditions, we have the right to cancel your account or block access to your account without prior notice.

You agree not to, and not to permit others to: licence, sell, rent, lend, assign, distribute, transmit, host, outsource, disclose or commercially exploit the website/application, or make the platform available to a third party.

Modify, create derivative works of, disassemble, decode, decompile or reverse-engineer any part of the website/application.

Remove, alter or obscure any proprietary notice (including copyright or trademark notices) of Allingo or its affiliates, partners, suppliers or licensors of the website/application.

Use the website/application for unlawful, unethical or inappropriate purposes, including shipping goods that are prohibited or restricted under the rules of a delivery partner or the laws of Vietnam, offering bribes or improper benefits to a delivery partner's representative, or failing to provide shipping documents on request.

Customers may not ship any goods prohibited by law or by the rules of the chosen delivery partner, including but not limited to drugs, psychotropic substances, precious metals in bullion or coin form, dangerous goods, weapons, ammunition, tobacco, perishable goods (other than permitted flowers or food), pornographic or seditious materials, flammable/explosive/unsanitary items, live animals, furs, currency, antiques, narcotics, or any item whose circulation, trade or import is restricted under the laws of Vietnam or a partner's policy, which may be updated at any time.

06Payment

For service providers

Any fee you pay to Allingo for use of the Service is immediate and non-refundable (the “Service Fee”). Subject to the limits prescribed by applicable law, the Service Fee will be a percentage of the User Fee, determined by Allingo from time to time. This no-refund policy applies at all times regardless of your decision to terminate your access to the Application/Platform, our decision to terminate or suspend your access to the Application/Platform, any interruption of the Service whether planned, accidental or deliberate, or for any reason.

You acknowledge that the total User Fee paid to you by the User includes the Service Fee that you collect on behalf of Allingo.

Allingo may, at its sole discretion, offer promotions on different features and different price points across the Solutions for any User, and you will honour such promotional offers. Allingo may change the Service Fee at any time at its sole discretion.

For Users

When you have finished using the Service, you are required to pay the Third-Party Provider in full by selecting one of the payment methods available in the Application. Any payment made under that selection is automatic and non-refundable.

Allingo may suspend the processing of any transaction, or disable or restrict the use of cashless payment instruments, in the event of any error in the transaction that leads to a rejection or chargeback from a financial institution, or where Allingo reasonably believes that the cashless payment instruments have been used for a transaction that may be fraudulent, illegal or connected to any criminal activity, or where Allingo reasonably believes that you are in breach of this Contract.

You agree that you will cooperate in financial-crime screening on request and assist Allingo in complying with applicable laws.

07User Promotions

Allingo may, from time to time, run contests, promotional programmes, sweepstakes or other activities (“Promotions”) that require you to submit materials or information about yourself.

Please note that all Promotions may be governed by their own rules, including eligibility requirements such as age limits and geographic location.

You are responsible for reading all of the Promotion's rules to determine whether you are eligible to take part.

If you take part in any Promotion, you agree to comply with and abide by all of the Promotion Rules.

Additional terms and conditions may apply when using goods or services on or through the Service, and those terms and conditions are deemed part of these Terms & Conditions by this reference.

08Intellectual Property

The website/application together with all of its content, features and functionality (including but not limited to all information, software, text, displays, images, video and audio, and the design, selection and arrangement thereof) is owned by Allingo, its licensors or other providers of such material, and is protected by copyright, trademark, patent, trade-secret and other intellectual-property or proprietary-rights laws of Vietnam and internationally.

The materials may not be copied, edited, reproduced, downloaded or distributed in any form, in whole or in part, without Allingo's prior express written permission, except as expressly provided in these Terms & Conditions.

Any unauthorised use of the materials is prohibited.

09Indemnification

You agree to indemnify and hold harmless Allingo and/or its parent company, subsidiaries, affiliates, officers, employees, agents, partners and licensors (if any) from any claim or demand, including reasonable lawyers' fees, arising out of or relating to: (a) your unlawful, inappropriate, malicious or wrongful use of the website/application, including shipping prohibited goods or bribing a delivery partner's staff; (b) breach of these Terms & Conditions, the delivery partner's terms, or any law or regulation, including postal law; or (c) violation of any third party's rights, including the delivery partners.

10No Warranties

The website/application is provided to you on an “AS IS” and “AS AVAILABLE” basis, with all faults and defects, without any warranty.

To the maximum extent permitted by applicable law, Allingo, on its own behalf and on behalf of its affiliates and their respective licensors and service providers, disclaims all warranties, whether express, implied, statutory or otherwise, with respect to the website/application, including all implied warranties of merchantability, fitness for a particular purpose, title and non-infringement, as well as warranties that may arise from a course of dealing, performance, usage or trade practice.

Without limiting the foregoing, Allingo makes no warranty or undertaking, and makes no representation of any kind, that the website/application will meet your requirements, achieve any intended results, be compatible or work with any other software, system or service, operate continuously or without interruption, meet any performance or reliability standard, be error-free, or that any error or defect can or will be corrected.

Some jurisdictions do not allow the exclusion or limitation of implied warranties or limitations on a consumer's statutory rights, so some or all of the above exclusions and limitations may not apply to you.

11Taxes

You agree that this Agreement is subject to all taxes, fees, charges, levies and/or costs under applicable law, however named, that may apply at any time. You will comply with all applicable laws and take all necessary steps to support, assist and/or protect Allingo in claiming or verifying any input-tax credit, set-off, refund or rebate relating to any tax paid or payable in connection with the Service.

If you are a Third-Party Provider, you are responsible for paying any tax and statutory contributions payable in connection with the amounts payable to you under or in connection with this Agreement.

12Policies Applied on Allingo

Cases eligible for a refund

a. Goods lost or damaged in transit; goods incorrect/missing compared to the order; goods defective/poor quality/non-functioning/used/different from description/counterfeit.

b. The delivery partner collected cash for orders paid by card/e-card, or collected more than the amount shown in the Application; the User paid for the Goods but the delivery partner did not deliver.

c. Other cases announced by Allingo as applicable to Users from time to time and not in violation of the law.

Refund process

a. Within 48 hours of a refund event occurring, the User must submit a refund request in one of the following ways: (i) contact Allingo via the “Support Centre” in the Application to message a support agent directly, or call the Allingo hotline; (ii) send feedback to email support@allingo.vn; (iii) from the Application as soon as possible after each trip; and/or (iv) other forms announced by Allingo that are not contrary to the law.

b. Within one (01) to five (05) business days of receiving the User's refund request, Allingo will forward the request to the relevant Third-Party Provider. This allows the Third-Party Provider to check and verify the content, and/or to request documents and information from the User to validate the matter.

c. After verification and checking of information is complete:

(i) If a refund applies, Allingo notifies the User to confirm the details and proceeds with the refund using the procedures listed below within five business days of receiving the User's request. Note that the time for the User to receive funds in the case of a refund via bank account/credit card/debit card depends on the processing time of each card-issuing bank.

(ii) If a refund does not apply: Allingo notifies the User of the outcome.

Refund method

Transfer via e-wallet or transfer to the User's bank account, issuing a voucher and/or other methods as agreed between Allingo and the User.

13Confidentiality

You must keep confidential all information and data relating to Allingo, its services, products, business, marketing and promotional plans or other activities of Allingo and its affiliates, that is disclosed to you by or on behalf of Allingo (whether orally or in writing and whether before, on or after the date of this Agreement) or collected by you directly or indirectly from Allingo or any affiliate of Allingo, or generated in the course of performing this Agreement. You must also ensure that you use such confidential information only to use the Service, and may not, without Allingo's prior written consent, disclose it to any third party or use it for any other purpose.

The confidentiality obligations above do not apply to the extent you can demonstrate that the relevant information:

• was already in your possession at the time of receipt;
• is, or becomes in the future, public information through no fault or omission on your part;
• was received from a third party with the right to disclose it; or
• is required by law to be disclosed.

14Personal Data Protection

Allingo collects and processes your Personal Data in accordance with the Privacy Notice. The Privacy Notice applies to all Allingo Services and its terms form part of the Contract by reference to it.

Where applicable, you agree and consent to Allingo, its subsidiaries and any affiliate of Allingo collecting, using, processing and disclosing Personal Data as further described in the Privacy Notice.

You acknowledge that Allingo may disclose the Personal Data of other individuals to you in the course of your use of the Allingo Service. You represent and warrant that you will use such personal data only for the purpose for which Allingo disclosed it to you and not for any other unauthorised purpose.

15Limitation of Liability

To the maximum extent permitted by applicable law, in no event will Allingo or any of its branches, subsidiaries, officers, directors, agents, partners or suppliers be liable for any special, incidental, indirect or consequential damages (including but not limited to damages for loss of profit, loss of data or information, business interruption, personal injury or loss of privacy) arising out of or in any way connected with the use of, or inability to use, the Allingo platform, website or application.

Allingo acts only as a digital intermediary connecting customers with independent delivery partners. Accordingly, any claim, damage, delay, loss or issue relating to the delivery service itself (including but not limited to damage to, loss of, or confiscation of goods) is governed exclusively by the respective terms and conditions of each delivery partner that apply to the service provided.

Allingo does not control, monitor or guarantee the performance of delivery partners and is not responsible for their actions, omissions or service outcomes. Users are encouraged to review the applicable policies and compensation terms of the chosen delivery partner before confirming any order.

16Allingo's Responsibilities

• Provide the Service in accordance with the operating regulations registered with the competent state authority.
• Comply with the laws on e-commerce.
• Provide a shipping-fee invoice to the User's email address after each order.
• Ensure the correct use of the User's Personal Information for the Purposes set out in this Contract; disclosure and/or transfer of Personal Information is carried out only after the User's consent.
• Store and protect the User's Personal Information until a request for deletion is made.
• Receive and directly handle User complaints relating to the provision and use of the Application and/or Software on the basis of the law and the published Terms of Use.
• Cooperate with the Third-Party Provider to resolve User complaints relating to the transport or shipping services provided through the Website/Application, within the scope of the Third-Party Provider's responsibility under the law.
• Respect and seriously implement the regulations on consumer-rights protection and personal-data protection.
• In the event the server storing information is attacked by hackers leading to loss of the User's Personal Data, Allingo is responsible for notifying the competent authorities for timely investigation and handling, and for informing the User.
• Fully perform tax, financial and other obligations as required by law; and
• Other obligations as required by law.

17Customer's Responsibilities

You are responsible for providing accurate and complete order information, including the contents of the shipment and the sender's and recipient's details (full name, phone number, address).

You may request changes to order information within the scope set by the delivery partner; this may affect the fee or the delivery time.

You may not ship goods that are prohibited, restricted or outside the delivery partner's service scope, under their rules or the laws of Vietnam (e.g. fresh food, perishable goods, or goods requiring special permits).

You must provide invoices, certificates of origin and lawful permits for conditional goods, and are fully responsible for compliance and for any consequences of a breach, including confiscation by the authorities.

You undertake to ensure that your representatives do not offer bribes or improper benefits to a delivery partner's representative for the purpose of gaining an advantage.

A breach may result in you having to compensate the partner under their terms, and such compensation must be paid within the prescribed period.

18Waiver

Except as otherwise provided herein, the failure to exercise a right or to require performance of an obligation under these Terms & Conditions will not affect a party's ability to exercise that right or require performance at any time thereafter, and the waiver of one breach does not amount to a waiver of any subsequent breach.

A party's failure to exercise, or delay in exercising, any right or power under these Terms & Conditions will not be deemed a waiver of that right or power.

A single or partial exercise of any right or power under these Terms & Conditions will not preclude the further exercise of that right or any other right provided herein.

In the event of a conflict between these Terms & Conditions and any purchase terms or other terms (including those of a delivery partner), these Terms & Conditions will prevail unless otherwise provided.

19Disclaimer

In no event will Allingo, or any of its branches, subsidiaries, officers, directors, agents, partners or suppliers, be liable for any special, direct, indirect, consequential or incidental damages, or any other damages, whether arising in contract, negligence or other unlawful acts, relating to or in connection with the use of the Service, the Platform or its content.

This includes, without limitation, any matter relating to delivery such as delay, damage, loss or confiscation caused by a delivery partner, carrier or relevant authority.

In the event of damage, loss or any other delivery issue, the customer must contact the chosen delivery partner directly to resolve the matter under that partner's own terms and procedures.

Although Allingo bears no responsibility or liability for such cases, the Platform may, where appropriate, facilitate communication between the customer and the relevant delivery partner by providing an official and lawful customer-service channel to help initiate the complaint process.

Allingo reserves the right to add, remove or modify content on the Service at any time without prior notice.

Allingo is merely an aggregation platform and does not own the content provided by third parties, including the delivery partners; therefore Allingo does not exercise editorial control over such content and does not warrant or undertake as to the accuracy, reliability or currency of any information, content, service or goods provided through or accessed via the Allingo Service.

Without limiting the foregoing, Allingo specifically disclaims all warranties and undertakings for any content transmitted on or in connection with the Allingo Service, or on websites that may appear as links on the Allingo Service, or in products or services provided as part of or in connection with the Allingo Service, including but not limited to warranties of legality, merchantability, fitness for a particular purpose or non-infringement of third-party rights.

No oral advice or written information provided by Allingo or its affiliates, employees, officers, directors, agents or the like will create any warranty.

Information about prices and the status of goods may change without prior notice.

Without limiting the foregoing, Allingo does not warrant that the Allingo Service will be free from hacking, uninterrupted, error-free, timely or without defect.

Allingo disclaims liability for the procedures of delivery partners, including COD reconciliation, compensation for damage (limited by each partner's policy), or the impact of force-majeure events; please refer to the partner's terms for specific details.

Allingo disclaims liability for a partner's suspension of operations or change of service; the Customer is responsible for monitoring the partner's terms.

Force majeure

In the event a Force-Majeure Event lasts longer than a reasonable period, the parties will review the terms of the Contract. If it continues beyond an extended period, either party may terminate with prior notice, provided that outstanding obligations are settled in accordance with the termination provisions.

Partner suspension and notice

If a delivery partner ceases operations, Allingo will promptly notify the Customer via the app, email or SMS. Allingo is not responsible for affected orders; the Customer must resolve matters directly with the partner under their terms. Allingo will assist with reallocation to alternative partners where possible.

20Miscellaneous

Any waiver of any provision of these Terms & Conditions is effective only if made in writing and signed by an authorised representative of Allingo.

Allingo has the right to seek injunctive or other equitable relief (without the need to post bond or security) in the event you breach or are anticipated to breach the terms.

Allingo operates and controls the Allingo Service from its offices in Vietnam.

The Website, Application and/or Service, as well as these Terms & Conditions, are governed by and construed in accordance with the laws of Vietnam, without excluding relevant international laws or relevant laws in foreign jurisdictions.

The Service is not intended for distribution to, or use by, any individual or organisation in any jurisdiction or country where such distribution or use would be contrary to law or regulation. Accordingly, those who choose to access the Allingo Service from other locations do so on their own initiative and responsibility and are solely responsible for compliance with local laws where local laws are in effect and applicable.

Section headings in these Terms & Conditions are for convenience only and carry no legal value.

21Amendments to the Terms & Conditions

Allingo has the right, at its sole discretion, to amend or replace these Terms & Conditions at any time, with or without prior notice to you.

If an amendment is deemed material, we will provide at least 30 days' notice before the new terms take effect.

By continuing to access or use our website/application after the amendments take effect, you agree to be bound by the amended terms.

If you do not agree with the new terms, you will no longer be permitted to use Allingo.

22Entire Agreement

These Terms & Conditions, together with the Privacy Policy, the Postpaid Service Terms and any other legal notice issued by us, constitute the entire agreement between you and Allingo regarding your use of the website/application and supersede all prior or contemporaneous written or oral agreements between you and Allingo.

You may be subject to additional terms and conditions when using or transacting other Allingo services, such as a delivery partner's services, which Allingo will provide to you at the time of using or purchasing that service.

23Updates to Our Terms

We may change the Service and our policies, and may need to amend these Terms to reflect the Service and those policies accurately.

Unless otherwise required by law, we will notify you (for example, through our Service) before changing these Terms and give you the opportunity to review them before the changes take effect.

Thereafter, if you continue to use the Service, you will be bound by the updated Terms.

If you do not agree to the new or updated Terms, you are free to delete your account.

24Contact Us

Please do not hesitate to contact us if you have any queries or questions.

• Via Email: support@allingo.vn
• Via this link: https://www.allingo.vn/
• Innovista Solutions Company Limited
• Registration number: 031881132
• 48 Phú Thuận, Khu Phố 11, Phú Thuận Ward, Ho Chi Minh City