Operating Regulations

Last updated: 10/10/2026

HUONGDANVIENDULICH.VN INTERMEDIARY E-COMMERCE PLATFORM

I. GENERAL PRINCIPLES

1. Operating Objectives

The Huongdanviendulich.vn website was established to provide a professional, transparent, and efficient e-commerce platform. Its purpose is to connect Tour Guides and Travel Partners (service providers) with Tourists (service users), while also enabling Affiliates to participate in promoting tourism products. The website operates with the goal of fostering the sustainable development of Vietnam's tourism industry.

2. Operating Principles

Compliance with Vietnamese Law: All activities, transactions, and products provided on the Huongdanviendulich.vn website fully comply with the provisions of current applicable laws.
Transparency and Disclosure of Information: Huongdanviendulich.vn is committed to providing complete, accurate, and transparent information regarding: platform operators; general terms of transaction; privacy and personal data protection policies; payment, cancellation, and refund policies; platform service fee schedules; affiliate marketing commission policies; and information on tour guides and tour packages. The platform also publicly discloses the criteria determining search ranking and result display order (keyword relevance, customer reviews, order completion rates, response times, and paid advertising services, if any), and clearly labels paid search results. Any changes to policies or operating procedures will be publicly announced on the platform.
Equality and Fairness in Transactions: The website ensures that all transactions between parties (tour guides, travel agencies, affiliates, and customers) are conducted on a voluntary, equal, and non-discriminatory basis. Commission policies for affiliates are applied fairly, based on referral performance and in accordance with publicly disclosed agreements.
Protection of User Rights: Customers are provided with complete and accurate information about tour guide services or tour packages prior to booking; they have the right to file complaints, request refunds, or seek support if the service does not match commitments. Tour guides and travel agencies are supported in listing and promoting their services/products fairly on the platform; they are guaranteed timely and transparent payments from successful transactions. Affiliates receive commissions in accordance with committed policies based on referral performance and have the right to access data regarding their promotional performance on the system.
Information Security and Transaction Safety: The website implements necessary technical measures to protect users' personal information in accordance with the Law on Network Information Security. Transaction data is encrypted and securely stored, and will not be disclosed to third parties unless requested by competent legal authorities. The website is not liable for risks arising from users voluntarily disclosing login credentials or using unsecured devices.
Intermediary Operations and Platform Operator Responsibilities: As an intermediary e-commerce platform, Huongdanviendulich.vn does not directly provide tour guide services or tour packages, but solely acts as an intermediary connecting the parties (tour guides, travel agencies, affiliates, and customers). The website is responsible for moderating user-posted information to ensure accuracy and legality, and assisting in resolving disputes among parties under the published complaint mechanism. It is not responsible for service/tour quality if the fault arises from the tour guide or travel agency, except where the platform fails to fulfill its statutory obligations as a platform operator under the law.
Content Management and User Conduct: The website strictly prohibits the posting of false, fraudulent, or unlawful information, as well as using the platform to engage in unfair competition, spread malicious code, or infringe upon the rights of other parties. Violating accounts will be temporarily suspended or permanently terminated, depending on the severity of the violation, following proper notice and clear evidence.
Support and Dispute Resolution: The website establishes a mechanism to receive and handle complaints from all parties through a transparent procedure, ensuring resolution within a reasonable timeframe. In the event that a dispute cannot be resolved through negotiation, the website will provide the necessary information to assist the parties in referring the case to competent legal authorities.
Encouraging Tourism Community Development: The website prioritizes supporting local tour guides and small travel agencies to promote sustainable tourism development. It encourages affiliates to participate in promoting travel products through attractive commission programs, contributing to the expansion of the Vietnamese tourism market.
Flexibility and Improvement: The website is committed to continually updating and improving its system and services based on user feedback to better meet market demands and enhance customer experience. Any modifications to operating principles (if any) will be announced and implemented in full accordance with the law.

3. Access URLs for Users

Access URL for customers (buyers, service users): https://huongdanviendulich.vn/
Access URL for tour guides and travel agencies (sellers, service providers): https://huongdanviendulich.vn/
Access URL for affiliates (service referrers): https://huongdanviendulich.vn/

II. GENERAL REGULATIONS

1. Definitions and Terminology on the Website

In the Operating Regulations of the Huongdanviendulich.vn website, the terms below are understood as follows:

Huongdanviendulich.vn (or We/Us): is an intermediary e-commerce platform established by DGROUP TECHNOLOGY COMPANY LIMITED, enterprise code: 0318884022, first issued on March 24, 2025, by the Business Registration Office - Ho Chi Minh City Department of Finance, headquartered at 152–154 Vo Van Kiet, Ben Thanh Ward, Ho Chi Minh City.

Website Management Board (or Admin): is the organization, individual, or department assigned to manage, operate, and maintain the activities of the huongdanviendulich.vn website.

E-commerce: is the conduct of part or the entirety of commercial processes via electronic means connected to the Internet, mobile telecommunications networks, or other open networks.

Online Storefront: is a virtual space on the Huongdanviendulich.vn website where tour guides or travel companies post personal information, services, experience, itineraries, pricing, and other details to promote and provide services.

E-commerce Transaction: is the process of negotiation, concluding contracts, or conducting service transactions among parties via the Huongdanviendulich.vn website, including booking tour guide services, online payments (if any), and related activities.

User: is any individual or organization that accesses the Huongdanviendulich.vn website to seek information, utilize free or paid features and services, including those who have not registered an official account, but excluding platform operators or the website management board.

Tour Guide: is an individual who registers an account on the Huongdanviendulich.vn website to introduce, promote, and provide tour guiding services. Tour guides include two categories:

Tour guides who have been issued a tour guide license in accordance with the Law on Tourism 2017 and its implementing regulations.
Tour guides without a license (new entrants to the industry or awaiting licensing): are only permitted to create a personal profile on the platform, and are not allowed to list services for sale or accept tour guiding bookings until a valid tour guide license is submitted and verified by the platform.

The Huongdanviendulich.vn website only serves as an intermediary platform connecting parties, and is not an employer nor responsible for supervising the professional practice of Tour Guides.

Legal Liability: Tour guides bear full legal responsibility for complying with regulations regarding professional tour guiding practice. Only Tour Guides holding a valid legal tour guide license are permitted to conduct tours under Vietnamese law. The website assumes no legal liability should a Tour Guide violate practice regulations (e.g., conducting tours without a license). Tour guides must commit to and assume sole responsibility for the legality of their guiding activities when participating in the platform.

Travel Partner: is an organization licensed for travel business operations under Vietnamese law that joins the Huongdanviendulich.vn website to offer tour packages or related services. They may also post recruitment notices and search for tour guides and other positions to serve their business activities.

Tourist / Traveler: is an individual or organization with a demand, using the website to search for and book tour guide services, tour packages, and related services.

Affiliate / Collaborator: is an individual or organization partnering with tour guides and travel companies to introduce tour guide services and tour packages to potential customers and receive commission based on revenue or successful transactions from such referrals, as agreed upon with the service provider. This activity constitutes e-commerce affiliate marketing under Article 26 of the Law on E-Commerce.

Personal Information: is information related to website users (full name, phone number, email, tour guide license number, etc.) provided during account registration or transaction execution on the website, protected under statutory provisions on information privacy.

Operating Regulations: is this document, setting forth the principles, conditions, rights, and obligations of parties participating on the Huongdanviendulich.vn website, formulated in compliance with the Law on E-Commerce 2025, Decree 248/2026/ND-CP, and relevant legal regulations.

Legal Violation: refers to acts prohibited under Vietnamese law and these Regulations, including providing false information, trading in prohibited services, infringing intellectual property rights, or utilizing the website for unauthorized activities.

State Regulatory Authorities: are competent Vietnamese authorities, including but not limited to the Ministry of Industry and Trade and the Department of E-Commerce and Digital Economy, responsible for managing and supervising the e-commerce activities of the Huongdanviendulich.vn website.

2. Classification of Website Users

To ensure effective management and clearly define the rights and obligations of participating parties, we classify users as follows:

Tour Guides
Travel Partners
Tourists / Travelers
Affiliates / Collaborators
Users

3. Services Provided on the Platform

The primary service of Huongdanviendulich.vn is an intermediary e-commerce platform service. In addition to the primary service, the platform provides several accompanying free utilities for users. Specifically:

3.1. Intermediary e-commerce platform services (primary service, fee-based)

The platform provides technical infrastructure and tools for Tour Guides and Travel Partners to publish and offer tour guide services, tour itineraries, and related travel services; for Tourists to search, compare, book, and make payments; and for both parties to directly enter into electronic contracts with each other.

Accompanying tools include: search and filters; posting requests and receiving quotes; managing profiles, availability calendars, and orders; online communication between parties; contract confirmation notices and electronic contract storage; service reviews; receiving and handling feedback and complaints.

The platform receives payments from Tourists under the seller's authorization to collect on their behalf, holds funds in a dedicated account, reconciles, and disburses to the seller as stipulated in the Payment Process section of these Regulations. The platform is not a travel service provider; the travel service contract is established directly between the seller and the Tourist.

Platform service fees
The platform only charges fees to service providers and does not charge any fees to Tourists: 50,000 VND/transaction for tour guide hiring services and 5% of the tour value for tour booking services. Account registration, opening, and maintenance are free of charge.

In addition to the above fees, Tour Guides deposit a service performance security deposit of 500,000 VND upon order confirmation; this is not a fee and will be fully refunded along with the disbursement payout once the service is completed.

Currently, the platform has not yet implemented an online payment function and does not implement a livestream sales function; when there is a need to implement them, the platform operator will carry out procedures to amend and supplement the registration in accordance with Article 28 of Decree No. 248/2026/ND-CP prior to putting these functions into operation.

3.2. Affiliate marketing (free of charge for affiliates)

Affiliates register an account, create, and share service referral links/codes; the system records orders generated via the links/codes and tracks commissions within the affiliate's account.

Commissions are paid by sellers according to rates published on the platform and deducted during the reconciliation period; the platform charges no fees to affiliates.

This activity constitutes e-commerce affiliate marketing under Article 26 of the E-Commerce Law; affiliates must clearly label promotional content receiving commissions and are responsible for their referral content.

3.3. Additional free features

Travel information: The platform publishes reference content regarding tips for selecting tour guides, trip planning, destination information, and legal regulations concerning tour guiding activities. All of this content is free of charge, even for unregistered users.

Tourism job recruitment & application postings: Users post job openings in the tourism industry; candidates post their own applications/CVs and determine their display visibility. Candidates participate as users; personal data in the profile is provided directly by the candidate based on explicit consent, and candidates have the right to edit, hide, withdraw consent, or request deletion at any time under the Personal Data Protection Policy of these Regulations. The platform does not collect identity documents of candidates, is not an employer, and does not participate in the labor relationship between the parties.

The features mentioned in Section 3.3 do not incur any fees, do not involve booking, payment, or contract execution through the platform, and do not fall under the scope of the collection-holding-disbursement mechanism stipulated in these Regulations. Content posted in these sections is still moderated before being displayed publicly and is governed by the Information Management on the Website section of these Regulations.

III. TRANSACTION PROCESS

The platform huongdanviendulich.vn stipulates the transaction process as follows. Participating parties must comply with this process to ensure transactions are transparent, secure, and in line with commitments.

1. Transaction Process for Tour Guide Hiring Services

For Tourists

Search and select a suitable Tour Guide via search tools and filters (location, date, price, language, reviews).
View detailed Tour Guide profiles (experience, practicing certificates, schedule, service rates, reviews).
Fill in request details, review information on the confirmation screen, and pay 100% of the service value through the platform.
Receive contract confirmation notification along with a booking code via email and in the account.
Carry out the service with the Tour Guide according to the agreed schedule.
After the tour concludes, confirm service completion and evaluate quality via the system.

For Tour Guides

Receive new booking notifications via email and personal account.
View booking details (Tourist request information, date and time, location, special requests, etc.).
Confirm or reject the booking within 24 hours; if no response is received past the deadline, the system automatically considers it rejected.
If the booking is confirmed, the Tour Guide deposits 500,000 VND to receive the Tourist's full contact details.
Contact the Tourist directly to agree on the detailed itinerary, meeting location, and additional requirements.
Provide the service in strict compliance with commitments regarding timing, guiding content, and professional service attitude.
The system records the service as completed once the Tourist confirms or after 24 hours without a response; the Tour Guide receives back the deposit and the service payout minus fees within 02 working days following the expiration of the 05-working-day complaint period.

For Travel Partners

Travel Partners can also hire individual Tour Guides in the role of Tourists. In this case, the process is similar to that of regular Tourists.

For Affiliates

Share Tour Guide referral links with potential customers via personal channels.
When a customer successfully books tour guide hiring services via the link, the system records it.
Track order status and commissions in the affiliate account.
Receive commissions after the service is completed and the customer confirms satisfaction.
Request commission withdrawal upon reaching the minimum threshold.

2. Transaction process for tour booking services

For Travelers

Search and select suitable tours using the search tool and filters.
Review the itinerary, pricing, payment terms, cancellation policies, and included services.
Fill in information, review details on the confirmation screen, and pay 100% of the tour value via the platform.
Receive contract execution confirmation along with the booking code via email and in the account.
Participate in the tour according to the agreed itinerary.
Confirm tour completion and review service quality after conclusion.

For Tour Guides

Tour guides can post tours and sell directly to travelers in an individual capacity. When self-posting tours, tour guides assume the same responsibilities as a Travel Partner.

For Travel Partners

Receive new booking notifications via email and account.
View booking details and confirm or decline within 24 hours; if no response is received within the deadline, the system automatically treats it as declined.
Prepare and conduct the tour in strict accordance with published commitments (itinerary, services, standards).
The system records the tour as completed when the Traveler confirms or after 24 hours without a response; Travel Partners receive payment after fee deductions within 02 working days following the expiration of the 05-working-day complaint period.

For Affiliates

Share tour referral links/codes with potential customers.
When a customer successfully books a tour via the link/code, the system records it.
Track orders and commissions in the account.
Receive commissions after the tour is completed and the customer confirms satisfaction.
Request commission withdrawal upon reaching the minimum threshold.

3. Service delivery process

After the booking is confirmed and paid, the Tour Guide or Travel Partner contacts the Traveler to finalize service details.
Deliver the service in strict compliance with the published content, schedule, quality standards, and commitments.
During service delivery, parties can exchange information via the platform's chat system for timely support.
Upon service completion, the Traveler confirms the outcome through the review system.
The Tour Guide or Travel Partner updates the completion status on the platform to finalize the transaction.

4. Service confirmation/cancellation process

Travelers select the service (Hire a Tour Guide or Book a Tour) and pay 100% of the service value via the platform.
Travelers receive a successful payment notification via email and in-account notification, accompanied by a booking code.
The system automatically sends a booking notification to the Tour Guide or Travel Partner via email and in their account.
The Tour Guide or Travel Partner views order details and confirms the continuation of the service within 24 hours.
If the Tour Guide or Partner confirms the booking, the service officially begins and proceeds according to the agreed schedule.
If declined or if no response is received within 24 hours, the order is automatically canceled and 100% refunded to the Traveler within a maximum of 24 hours. In case the Traveler cancels voluntarily, the Cancellation and Refund Policy applies.

5. Cancellation and refund process

Travelers log into their account, select the transaction to be canceled, and submit a refund request.
The system verifies the validity of the request against the cancellation policy. If further verification is required, customer support will reach out within 24 hours.
The system notifies the processing outcome (approved or declined with reasons). If declined, the customer may submit a complaint.
The platform processes refunds according to the following timeframes:
- In case the Tour Guide/Partner declines or fails to respond: 100% refund immediately or within a maximum of 24 hours.
- In case the Traveler cancels voluntarily: Refund according to policy (full or partial) within 02 working days (actual processing time may take up to 03–07 working days depending on the payment method).
Notify all relevant parties of the outcome.
Cancellation and refund request data is stored for lookup and dispute resolution purposes.

Refund rates applicable to Tour Guide Hiring services (Traveler cancels):

Cancellation within 01 hour of payment: 100% refund.
Cancellation 07 days or more before the service start date: 80% refund.
Cancellation less than 07 days before the service start date: 50% refund.
Cancellation after the service has started: no refund.

The 01-hour window from payment takes precedence, even when booked close to the service start date.

In case the Tour Guide cancels or declines:

Prior to booking confirmation: Tour guides may decline without affecting their reputation.
After confirmation, cancellation due to their own fault: forfeiture of the entire deposit of 500,000 VND, deduction of reputation points, and potential temporary account suspension. The Traveler receives a 100% refund of the booking value and receives this entire forfeited deposit as compensation. The platform does not charge service fees for canceled bookings and does not retain any portion of the forfeited deposit.
Cancellation due to force majeure with valid documentation: the platform assists with mediation.
Tour guides are strictly required to comply with the platform's default policy and may not apply their own separate policies.

Refund rates applicable to Tour Booking services (Traveler cancels):

Tour type	Cancellation timeframe	Refund rate
Short-term tour (under 02 days)	Within 01 hour from payment	100%
	05 days or more prior to departure date	80%
	From 01 day to under 05 days prior to departure date	50%
	Under 01 day prior to departure date or after the tour has started	Non-refundable
Long-term tour (from 02 days, including international tours)	Within 01 hour from payment	100%
	45 days or more prior to departure date	90%
	From 15 days to under 45 days prior to departure date	50%
	From 07 days to under 15 days prior to departure date	20%
	Under 07 days prior to departure date or after the tour has started	Non-refundable

Travel Partners or Tour Guides who list tours may set their own cancellation policies for each program, but these must not be more lenient than the default policy mentioned above. In the event that a Travel Partner or Tour Guide cancels a tour, the Traveler will receive a 100% refund of the tour value; the platform processes refunds within a maximum of 05–07 working days; the canceling party may face restrictions on posting new tours, deductions in reputation score, or account suspension if multiple cancellations occur without valid reasons.

Platform service fees for canceled bookings:

Case	Traveler receives	Seller receives	Platform fee
Seller rejects or does not respond within 24 hours	100% refund	None	No fee
Seller cancels a confirmed booking due to their own fault	100% refund of booking value; for Tour Guide hiring services, receives an additional full deposit of 500,000 VND	None; Tour Guide forfeits the deposit	No fee
Traveler cancels within 01 hour from payment	100% refund	None	No fee
Traveler cancels within other remaining milestones — Tour Booking service	Refunded according to the refund scale above	Retained portion after deducting platform fees	5% calculated on the portion retained by seller
Traveler cancels within other remaining milestones — Tour Guide Hiring service	Refunded according to the refund scale above	The entire retained portion; the deposit is fully refunded	No fee
Canceled due to force majeure with valid documentation	According to mediation results	According to mediation results	No fee
Transaction completed	None	Booking value after deducting fees; Tour Guide is refunded the deposit	50,000 VND/Tour Guide hiring transaction or 5% of tour value

Principle: the platform only collects service fees on the portion of revenue that the seller actually receives from the transaction. For example: for a 10,000,000 VND tour, if the Traveler cancels 05 days or more before the departure date — the Traveler receives an 8,000,000 VND refund, the seller retains 2,000,000 VND, the platform fee is 100,000 VND (5% of 2,000,000 VND), and the Travel Partner actually receives 1,900,000 VND. Affiliate marketing commissions do not apply to canceled bookings.

6. Dispute and Complaint Resolution Process

Receive complaints via the form on the website, email support@huongdanviendulich.vn, or hotline 0335 286 405 within 05 working days from when the service is marked as completed.
Acknowledge and categorize the complaint within 24 hours, issue a tracking code, and suspend disbursement for the disputed booking.
Verify, request an explanation from the respondent within 02 working days, and assist both parties in reaching a mutual agreement; resolution results are announced within 03–07 working days.
Conclude the complaint. If the parties fail to reach an agreement, the platform will send a summary report and guide the parties to resolve the matter through the competent authorities.
The seller has the right to appeal the resolution results within 05 working days; the platform will review and respond within 05 working days.

Handling cases where services do not match commitments: when the service does not conform to what was notified, published, listed, advertised, introduced, or committed to on the platform, the platform will apply remedy measures commensurate with the extent of the issue — requesting the seller to reprovide or compensate with an equivalent service; issuing a partial refund corresponding to the service portion that failed to meet commitments; or issuing a full refund when the service was not provided or fundamentally deviated from commitments. The source of refunds is drawn from escrowed funds and deposit amounts; if insufficient, the remaining balance will be deducted from the seller's subsequent payables or the seller will be requested to reimburse the deficit. Concurrently, the platform will remove or mandate the correction of inaccurate listing content and apply sanctions against the seller.

IV. PAYMENT PROCESS

The platform huongdanviendulich.vn collects payments from Travelers under collection authorization from sellers and holds these funds in escrow to protect the rights and interests of both Travelers and service providers. Payments are transferred to the Company's dedicated account, tracked separately by each order, and segregated from Company revenue. The platform does not provide payment intermediary services to third parties.

Supported payment method: Bank transfer. All transactions are secured in accordance with prevailing security standards. The platform does not store customers' credit card information.

1. Payment process for Tour Guide Hiring services

Payment between Traveler and Tour Guide

The Traveler selects the service and reviews the total payable amount.
Completes 100% payment of the service value.
The system automatically confirms and holds the funds securely until the service is completed.

Payment between Tour Guide and Platform

The Tour Guide places a deposit of 500,000 VND to receive the Traveler's detailed information.
After the service is completed and the complaint period has expired as stipulated.
Tour guides receive back the deposit and service fee after deducting the platform fee of 50,000 VND, within 02 working days from the end of the complaint period.

Payment to Affiliates

Share the referral link/code and complete a successful transaction.
The system credits the commission after the service is completed without any arising complaints.
Affiliates request to withdraw the commission once reaching the minimum payout threshold.

2. Payment Process for Tour Booking Services

Payment between Travelers and Travel Partners

Travelers select a tour and review the total amount payable.
Complete 100% payment of the tour value.
The system automatically confirms and holds the funds securely until the tour is completed.

Payment between Travel Partners and the Platform

After the tour is completed and the complaint period has expired as stipulated.
The platform deducts a service fee of 5% of the tour value.
Travel Partners receive the remaining funds within 02 working days from the end of the complaint period.

Payment to Affiliates

Share the referral link/code and complete a successful transaction.
The system credits the commission after the service is completed without any arising complaints.
Affiliates request to withdraw the commission once reaching the minimum payout threshold.

Reconciliation and Statement: The reconciliation period is the period when the platform compiles and sends a statement of incurred transactions, not the payment disbursement cycle — the disbursement for each order is still processed within 02 working days from the end of the complaint period, regardless of the reconciliation period. The platform sends statements on a weekly basis, unless otherwise agreed upon by both parties in the Platform Service Agreement. The statement is delivered to the seller's account, clearly specifying the order value, platform service fees, refunded deposit amounts, refunds or deductions (if any), and the net amount received. The seller has 03 working days to provide feedback on the statement; past this deadline, the statement shall be deemed confirmed. All collection – holding – reconciliation – disbursement – refund transactions are logged on the system and can be looked up by the relevant parties.

V. TRANSACTION SAFETY ASSURANCE

The huongdanviendulich.vn platform is committed to providing a secure and transparent transaction environment for all users. The website management board continuously strives to implement necessary measures to protect consumer interests and ensure safety for all transactions on the platform.

1. Important Information to Know Before Transacting

Before proceeding with payment, Travelers are provided with full details regarding:

The value of the service/tour, payment terms, and cancellation/refund policies;
Detailed information about the Tour Guide or Travel Partner (profile, experience, licenses if applicable);
The platform's intermediary role (solely connecting parties and holding payments in escrow as authorized by the seller for collection on their behalf, not serving as a direct service provider);
The mechanism for holding collected funds and the disbursement timeframe;
Complaint rights, the complaint filing period, and the dispute resolution support process;
Recommendations to purchase travel insurance for comprehensive protection of rights and interests.

Travelers must read carefully and agree to the above terms before making payment. A successful payment signifies that the Traveler has accepted the related terms and policies.

2. Transaction Safety Assurance Mechanism

The platform applies the following solutions to ensure transaction safety:

All payment transactions are conducted via the platform's dedicated account under the seller's collection authorization. Traveler funds are held in escrow, segregated from Company revenue, until the service is completed or in accordance with refund regulations.
Two-factor authentication (2FA) system for critical operations.
Automated monitoring of suspicious transactions, with the right to suspend transactions if risks are detected.
All transaction data is encrypted and securely stored in compliance with current security standards.
Review and verification support for Tour Guide and Travel Partner information prior to approving their operations on the platform.

3. Payment Security

Although the platform currently primarily supports bank transfer payments, upon integrating an online payment gateway (if applicable), we commit to:

Not storing credit card details or sensitive payment information of customers.
Partnering only with payment intermediary service providers licensed by the State Bank of Vietnam; licensed institutions are responsible for processing payment transactions, issuing refunds, securing payment data, and conducting reconciliations according to regulations.
Employing HTTPS security protocols and advanced encryption technologies for all transmitted data.
Using all payment information exclusively for transaction processing purposes, without sharing it with third parties unless required by competent state authorities.

4. Complaint Handling and Damage Compensation

In the event that customer payment information is altered, deleted, destroyed, copied, disclosed, illegally transferred, or misappropriated causing damages:

The platform will receive and verify the complaint within 24 hours.
Coordinate with banks/payment gateways and relevant parties to investigate and resolve the incident.
If damages are determined to be caused by faults in the platform's system, we will take responsibility for reimbursing the full affected amount and assisting with compensation in accordance with the law.
If the fault originates from the user (loss of password, disclosure of information, etc.) or from the Tour Guide/Travel Partner, the platform will act as an intermediary to provide evidence so that the user can resolve the issue with the party causing the damage or with competent authorities.

The platform supports handling all cases related to payment security in accordance with the published procedures and timelines. All payment disputes are resolved under the Complaint and Dispute Resolution Procedure outlined in these Operating Regulations.

Important Note: Users are responsible for safeguarding their account information and passwords, and for not sharing payment details with third parties. The allocation of liability between the platform and users is carried out in accordance with the provisions of law; nothing in these Regulations shall be construed as limiting or excluding the liability of the platform operator under the Law on E-Commerce, the Law on Protection of Consumer Rights, and Decree No. 248/2026/ND-CP.

VI. PERSONAL INFORMATION PROTECTION POLICY

The huongdanviendulich.vn platform complies with regulations on personal information protection in accordance with personal data protection laws, the Law on Protection of Consumer Rights, and Decree No. 248/2026/ND-CP. The platform fully implements measures to protect users' personal information in compliance with legal requirements.

1. Responsibility for Protecting Personal Information

Acting as an intermediary e-commerce platform, the platform only collects personal information necessary to support transactions and operate services, based on the consent of the data subject. The Management Board applies technical and managerial measures in accordance with the law on personal data protection and cybersecurity to protect user information, while recommending that users proactively secure their accounts and passwords.

2. Scope of Personal Information Collection

The platform only collects necessary personal information on a voluntary basis from users. Specifically:

Tourists: collection of account information and information necessary to fulfill orders (full name, phone number, email address, service booking details); no identity documents are collected.
Affiliates (affiliate marketers): collection of identification details and bank account information for commission payouts to verify the identity of the commission recipient and fulfill management obligations for affiliate marketers in accordance with Article 26 of the Law on E-Commerce.
Job seekers submitting applications: collection of only information provided voluntarily by candidates in their profiles; no identity documents are collected.
Tour Guides: collection of the number and image of the Citizen Identity Card or passport (biometric data from the chip is not collected) along with tour guide license information, when necessary to verify identity and professional qualifications pursuant to the 2017 Law on Tourism. The platform does not require tour guides to provide employment contracts; the employment relationship with an enterprise is established via an electronic confirmation issued directly by that enterprise on the platform.
Travel Partners: collection of travel business license information and legal entity documentation of the organization (individual Citizen Identity Cards of legal representatives are not collected unless required by law).

The collection of sensitive information is carried out only for legitimate, transparent purposes and with explicit user consent to ensure safety for Tourists and the legality of the services.

3. Purposes of Using Personal Information

Personal information is used to authenticate accounts, support service connections, process transactions, handle payments, settle complaints, and improve platform quality. In particular, Citizen Identity Card details of Tour Guides and business licenses of Travel Partners are collected to verify identity, professional qualifications, and legal status, thereby reducing the risk of unlicensed or disreputable services for Tourists.

4. Information Protection, Sharing, and Storage Policy

The platform publicly discloses its personal information protection policy. We only use information for the notified purposes and based on user consent. Information is not sold, exchanged, or shared for commercial purposes with third parties, except where sharing is necessary for a transaction (for example, providing contact details to the Tour Guide) or upon request by competent state authorities.

5. Consumer Rights

Tourists enjoy full rights under the law, including the right to be informed, the right to consent or refuse to provide information, the right to access, rectify, withdraw consent, request deletion of information, and file complaints upon detecting violations. The platform will support Tourists in exercising these rights within its capabilities and a reasonable timeframe.

The platform fully performs its obligations to protect users' personal information in accordance with legal regulations. Tourists are also required to protect their own account information and passwords and to avoid sharing personal information with third parties unnecessarily.

Tourists can contact the Management Board via email at support@huongdanviendulich.vn or hotline at 0335 286 405 for assistance regarding the personal information protection policy.

VII. MANAGEMENT OF INFORMATION ON THE WEBSITE

The huongdanviendulich.vn platform manages information published on the website in accordance with e-commerce laws. As an intermediary e-commerce platform, the Management Board fully implements moderation, monitoring, and review mechanisms as stipulated in Article 18 of Decree No. 248/2026/ND-CP to ensure that information provided on the platform complies with the law, is transparent, and does not infringe upon the legitimate rights of any party.

1. Control Mechanisms for Seller Information and Products/Services

The platform requires Tour Guides and Travel Partners to provide full verification information when registering an account, including identification details, tour guide cards, business registration certificates, travel service business licenses, and other relevant documents. Tour guides without a valid practicing card can still create an account, but it will be in "Pending Submission" status and they will not be permitted to list tour guide services. The Management Board inspects and verifies documents within 24 to 48 hours prior to approving accounts, cross-checking them against published data from state tourism management authorities, and re-examines records periodically every 6 months or immediately upon any signs of suspicion. The system issues warnings prior to the expiration date of licenses and certificates, and automatically hides the seller's products when documents expire without being updated.

Before listing privileges are activated, sellers must read and accept the Operating Regulations, Platform Service Agreement, and the notice of prohibited actions on the platform. The system applies technical solutions to ensure that sellers have fully read the warning content: requiring full scrolling through the content before the confirmation button is enabled; recording the timestamp, IP address, and version of the accepted document; and redisplaying and requiring new acceptance whenever the document is amended.

Regarding product/service information (tours, tour guide services), the platform requires sellers to provide accurate and complete descriptions of itineraries, prices and pricing structures, participation conditions, cancellation and refund policies, and mandatory public information under Chapter II of Decree No. 248/2026/ND-CP. Listings must be moderated prior to being made public. The platform employs both manual reviews and automated tools to detect inaccurate, misleading, or inappropriate information. For services in conditional business investment sectors, the system mandates that sellers attach license numbers or practicing card numbers to each product; moderators cross-check these against verified profiles, and products lacking valid documentation will be rejected. The platform operates a system to review, warn, and automatically remove information on goods and services that violate the law based on an updated set of criteria and keyword list, while logging all review, warning, and removal activities for reference and reporting purposes.

2. Prohibited Acts and Products/Services

The platform strictly prohibits all unlawful acts, including acts prohibited under advertising laws, commercial laws, and regulations on goods and services banned from business, restricted from business, or subject to business conditions. Specifically, it is prohibited to post false information, misleading advertisements, unlicensed tours, services that violate fine customs and traditions, infringe intellectual property rights, or content prohibited by law.

Upon detecting a violation, the Management Board will apply appropriate sanctions depending on the severity: issuing warnings, requesting modifications within a specified timeframe, temporarily suspending accounts, removing infringing content, or permanently banning accounts. In cases of serious violations, the platform will coordinate and report to competent state authorities. For information on unlawful goods and services, the platform will remove it within 24 hours of receiving notice from competent state authorities or upon self-detection. The platform implements measures to prevent recidivism: recording violation logs linked to the seller's identity and refusing new accounts from the same entity whose seller status was terminated due to serious violations.

3. Procedure for Coordinating the Handling of Intellectual Property Infringements

Upon receiving a complaint from an intellectual property rights holder, the platform follows this procedure:

Receive and verify the validity of the complaint at the earliest possible time.
Notify the content poster to provide an explanation.
Remove or lock the infringing content if a violation is determined.
Coordinate and provide necessary information to the rights holder and competent state authorities in accordance with the law.

4. Information Security and Monitoring Mechanism

The platform applies technical measures and management procedures to monitor posted information, including automated filtering systems, pre-display moderation, and periodic inspections. The Management Board fully implements measures for controlling, reviewing, warning, and removing infringing information in accordance with Article 18 of Decree No. 248/2026/ND-CP. Users are responsible for providing accurate and truthful information and are held legally accountable for the content they post; this responsibility does not diminish the platform operator's responsibility to control information as prescribed by law.

The platform advises users to promptly report any infringing information to the Management Board for timely handling. All complaints regarding information management will be received and resolved in accordance with the Complaint Handling Procedure in these Regulations.

VIII. RESPONSIBILITIES IN CASE OF TECHNICAL ERRORS

The huongdanviendulich.vn platform is committed to making every effort to maintain a stable, continuous, and secure system operation. However, technical errors may arise during operation due to various objective or subjective causes. This section sets forth the responsibilities of the website Management Board in cases of technical errors, transmission errors, software glitches, access disruptions, or other technical incidents.

1. Identification of Technical Errors

Technical errors include incidents related to the website system, applications, or related services such as: transmission failures, access interruptions, software bugs, transaction discrepancies, delayed payment processing, temporary data loss, or other issues affecting the normal operation of users. The Management Board utilizes automated monitoring systems combined with user reports to promptly detect and record incidents.

2. Technical Error Handling Procedure

When a technical error occurs, the website Management Board takes the following steps:

Receive incident reports from users via email, support forms, or the hotline as promptly as possible.
Verify the cause of the error (system, network transmission, software, or external factors) within a reasonable timeframe.
Troubleshoot the issue and restore the system as swiftly as possible, while concurrently updating affected users on progress.
Archive incident logs and corrective measures to support future reporting and system improvements.

3. Responsibilities of the Website Management Board

The Management Board is responsible for remedying technical issues within its capacity and a reasonable timeframe to minimize damages to users. In the event an error is caused by the platform's system and causes direct damages to users (e.g., payment discrepancies, lost bookings), the Management Board will:

Notify affected users as promptly as possible;
Refund or compensate for direct damages in accordance with regulations (refunds, rebooking assistance, etc.);
Assist in handling complaints regarding technical issues pursuant to the Complaint Settlement Procedure.

The platform is not responsible for errors arising from users (incorrect information entry, incompatible devices), third-party errors (hosting providers, payment gateways), or force majeure events (natural disasters, large-scale cyberattacks beyond control).

4. Responsibilities of Users

Users are responsible for promptly notifying the Management Board upon discovering technical issues and providing the necessary information to facilitate troubleshooting. Users must also protect their own devices and account information to prevent risks unrelated to the platform.

The Website Management Board is committed to making every reasonable effort to handle and resolve any arising technical issues in order to safeguard the legitimate rights and interests of users. All disputes relating to technical issues will be settled in accordance with these Operating Regulations and current laws.

IX. RIGHTS AND RESPONSIBILITIES OF THE MANAGEMENT BOARD OF THE E-COMMERCE PLATFORM HUONGDANVIENDULICH.VN

The Management Board of the website huongdanviendulich.vn has the right and responsibility to manage and operate the platform in full compliance with the law and these Operating Regulations. In its role as an intermediary e-commerce exchange, the Management Board endeavors to exercise the following rights and fulfill the following responsibilities:

1. Rights to Control and Operate the Website

The Management Board reserves the right to control all activities on the website, including approving, editing, temporarily hiding, or removing posted content (seller information, services, articles, advertisements) to ensure compliance with the law and the Operating Regulations.

The Management Board reserves the right to temporarily suspend, lock accounts, or refuse service provision to users who violate the Regulations, provide fraudulent information, engage in prohibited acts, or show signs of fraud, subject to prior notice and clear grounds. The Management Board also reserves the right to update interfaces, features, and temporarily suspend the website for system maintenance and upgrades without prior notice in emergency situations.

2. Rights to Collect Fees and Distribute Payments

The Management Board has the right to collect platform fees from Tour Guides and Travel Partners at publicly announced rates (VND 50,000/Guide Hire transaction and 5% of the tour value). The Management Board collects payments under the authorization of sellers, temporarily holds funds in a dedicated account, and disburses them to service providers on schedule as stipulated in the Payment Process section of these Regulations. The Management Board fulfills the obligation to withhold, declare, and remit taxes on behalf of sellers who are business households or individual businesses in accordance with tax administration laws on e-commerce activities; the withheld tax amount is shown on the reconciliation statement sent to the seller. The platform only issues value-added tax (VAT) invoices for the platform service fee; invoices and vouchers for tourism services are issued by the seller to Tourists.

3. Responsibilities for Information and Transaction Security

The Management Board is responsible for implementing necessary technical measures (data encryption, firewalls, two-factor authentication, etc.) to protect users' personal information and transactions in accordance with laws on personal data protection and cyber information security. The Management Board shall promptly notify users upon detecting security incidents and coordinate handling in accordance with the law. The information system serving the platform's e-commerce activities is categorized and deployed to ensure security at a minimum of Level 3 pursuant to legal regulations on cybersecurity and cyber information security.

4. Responsibilities for Handling Complaints and Disputes

The Management Board is responsible for receiving, verifying, and supporting the resolution of complaints from participating parties within a reasonable timeframe through official support channels. The Management Board acts as a mediating intermediary, providing information and evidence from the system, but does not adjudicate disputes between parties. If mediation fails, the Management Board assists by providing records so that the parties may resolve the matter before competent state authorities.

5. Responsibilities to Coordinate with State Authorities

The Management Board is responsible for coordinating with competent authorities (the Ministry of Industry and Trade, the E-Commerce and Digital Economy Agency, the Department of Culture, Sports and Tourism, tax authorities, etc.) upon request in accordance with the law. The Management Board retains transaction data for a minimum of 05 years and provides relevant information and records when legally requested. The platform ensures the online storage of posted goods and service information for at least 01 year from the time of posting (including edited versions and removed information, accompanied by change logs) and retains concluded contracts for 03 years from the time of automated contract conclusion. The Management Board complies with reporting requirements and connects and shares data with state management agencies via the E-commerce Management System at online.gov.vn in accordance with technical guidelines of the Ministry of Industry and Trade, and provides ad-hoc data upon written request.

The website management board commits to strictly implementing the aforementioned rights and responsibilities in order to maintain a transparent, safe business environment and protect the legitimate rights and interests of participating parties.

X. RIGHTS AND RESPONSIBILITIES OF PARTIES PARTICIPATING IN THE E-COMMERCE INTERMEDIARY PLATFORM HUONGDANVIENDULICH.VN

The huongdanviendulich.vn platform clearly defines the rights and responsibilities of participating parties to ensure transparent, fair, and legally compliant operations. All parties, including Tour Guides, Travel Partners, Tourists, and Affiliates, when using services on the website, must comply with these Regulations.

1. Rights and Responsibilities of Tour Guides

Rights of Tour Guides
Tour guides are entitled to register an account, create a personal profile, post tour guiding services, and reach potential customers on the platform. Tour guides have the right to receive timely payments upon completing services in accordance with regulations, receive support in resolving complaints from Tourists, and enjoy promotional and support policies from the platform (if any).

Responsibilities of Tour Guides
Tour guides must provide accurate, truthful information when registering and maintaining their accounts. Tour guides bear full legal responsibility for the legality of their guiding activities (including holding a tour guide license in accordance with the Law on Tourism when providing services). Tour guides must strictly fulfill commitments made to Tourists regarding itineraries, service quality, and service attitude, and adhere to the platform's cancellation and refund policies. Tour guides are responsible for making a deposit upon confirming a service, cooperating in handling complaints, and being liable for compensation if any breach of commitment causes damage to Tourists.

2. Rights and Responsibilities of Travel Partners

Rights of Travel Partners
Travel partners are entitled to register an account, post tours, search for and hire Tour Guides, reach customers, and receive timely payments upon completing tours in accordance with regulations. Partners have the right to establish their own cancellation policies (stricter than the default policy) for each tour and receive support in resolving complaints from Tourists.

Responsibilities of Travel Partners
Partners must provide accurate legal entity information (travel business license, tax identification number, etc.) and bear legal responsibility for the quality of tours, itineraries, and services published. Partners are responsible for strictly fulfilling commitments to Tourists, complying with payment, cancellation, and refund policies, and cooperating in handling complaints and disputes in good faith.

3. Rights and Responsibilities of Tourists

Rights of Tourists
Tourists have the right to search for, view information on, and book tour guide services and tours; receive comprehensive information prior to payment; receive services as committed; and obtain refunds according to the cancellation and refund policy. Tourists have the right to lodge complaints, review service quality, and receive assistance from the platform in resolving disputes to the extent possible.

Responsibilities of Tourists
Tourists must provide accurate information when booking services, make full and timely payments, carefully read the cancellation and refund policy before making payment, and comply with transaction terms. Tourists are responsible for their personal conduct during the service usage process and are responsible for cooperating by providing information and evidence when complaints arise.

4. Rights and Responsibilities of Affiliates

Rights of Affiliates
Affiliates are entitled to register an account, share referral links for services, and receive commissions according to agreements with Tour Guides or Travel Partners upon successful transactions made through their referral links.

Responsibilities of Affiliates
Affiliates must provide accurate information upon registration and must not use false advertising, spam, or unlawful methods when promoting services. Affiliates are responsible for the content of their referrals and must comply with the platform's regulations. When promoting services, Affiliates must clearly disclose that it is affiliate marketing content for which a commission is received. The platform monitors marketing content and reserves the right to suspend accounts and reclaim commissions from violating Affiliates.

The website management board reserves the right to temporarily suspend or terminate the account of any party that violates the Operating Regulations upon clear notice and justified grounds. All disputes between parties will be assisted and resolved in accordance with the Complaint and Dispute Resolution Procedure outlined in these Regulations.

XI. APPLICATION TERMS

1. Scope of Application

These Regulations apply to all parties participating in activities on the website huongdanviendulich.vn, including but not limited to: The Website Management Board, tour guides, travel companies, customers, affiliates, and users (collectively referred to as "Participating Parties").

The Regulations govern all activities related to the provision, use, and management of e-commerce services on the website, including account registration, information posting, service booking, payment, reviews, and other transactions.

2. Legal Validity

These Regulations are formulated based on the provisions of Vietnamese law, particularly the Law on E-Commerce 2025, Decree No. 248/2026/ND-CP detailing a number of articles of the Law on E-Commerce, the Law on Electronic Transactions 2023, the Law on Protection of Consumers' Rights 2023, the Law on Tourism 2017, and relevant legal documents.

Participating in the use of services on huongdanviendulich.vn implies that the participating parties accept and comply with all terms in these Regulations.

3. Period of Application

These Regulations take effect from the date they are officially published on the website huongdanviendulich.vn and remain in effect throughout the website's operation, unless there is a notice of amendment or termination from the Management Board.

Transactions and activities carried out prior to the effective date of these regulations shall be governed by the provisions applicable at that time, unless otherwise provided by law.

4. Amendments and Supplements

The platform management board reserves the right to amend and supplement these regulations to comply with legal provisions or practical operational requirements. For contents related to prices and platform service fees, any changes shall be publicly announced on the platform and directly notified to sellers at least 20 days prior to taking effect. For other contents, the advance notice period is at least 07 days, unless immediate adjustments are required by competent state authorities.

Participating parties are responsible for staying updated and complying with the latest version of the regulations once published.

5. Applicable Language

These regulations are drafted and published in Vietnamese as the official language. In the event of a translation into another language (e.g., English), if any conflict or discrepancy in meaning arises, the Vietnamese version shall prevail.

6. Dispute Resolution

Any disputes arising from or related to activities on huongdanviendulich.vn shall be resolved through negotiation between the parties within 30 days from the date the dispute arises.

If an agreement cannot be reached, the dispute shall be referred to a competent People's Court in Vietnam for resolution, in accordance with current Vietnamese law.

7. Force Majeure Events

Participating parties shall be exempted from liability for performing obligations under the regulations in the event of a legally recognized force majeure event (natural disasters, war, strikes, technical failures beyond control).

The party affected by the force majeure event must notify the relevant parties in writing or via official communication channels within 48 hours of the event's occurrence, accompanied by supporting evidence (if any).

8. Termination of Application

These regulations shall cease to be effective when the website huongdanviendulich.vn completely ceases operations according to a decision of the Management Board or at the request of competent state authorities, or when newly replaced regulations are officially published, invalidating the current version.

Upon termination, ongoing transactions shall be completed in accordance with the provisions applicable at the time the transaction commenced, unless otherwise provided by law or agreed upon by the parties.

9. Contact and Support Information

All inquiries, complaints, or requests for clarification regarding these regulations may be sent to the Website Management Board via:

Email: Support@huongdanviendulich.vn
Hotline: 0335 286 405
Address: 152 – 154 Vo Van Kiet, Ben Thanh Ward, Ho Chi Minh City.

The Management Board shall respond to requests for clarification regarding these Regulations within 07 working days from receipt of the request. For feedback and complaints related to transactions, the timeframe for receipt and processing shall follow the Dispute and Complaint Resolution Process section of these Regulations.

XII. COMMITMENT TERMS

Official contact address of the intermediary e-commerce platform Huongdanviendulich.vn

Intermediary e-commerce platform: Huongdanviendulich.vn
Company: DGROUP TECHNOLOGY CO., LTD.
Enterprise code: 0318884022
Legal representative: Ms. Pham Thi Hoang Uyen – Director
Address: 152 – 154 Vo Van Kiet, Ben Thanh Ward, Ho Chi Minh City.
Email: Support@huongdanviendulich.vn
Hotline: 0335286405
E-commerce platform registration confirmation number with the Ministry of Industry and Trade: ............... (to be updated upon issuance)