Terms and Conditions

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These General Terms and Conditions apply to Customers who perform one, some, or all of the following actions: accessing, creating, using an Account, and booking or purchasing Tickets via the Ngọa Vân Yên Tử Ticket Sales Channel.

A. DEFINITIONS

1. Ngọa Vân Yên Tử: Ngọa Vân Yên Tử Cultural Tourism Joint Stock Company.

2. Operating Unit: companies/branches that directly manage, operate, and conduct business activities of the Tourist Area.

3. Ngọa Vân Yên Tử Ticket Sales Channel: the website https://ngoavanyentu.vn/ (“Ngọa Vân Yên Tử Website”) and/or the Ngọa Vân Yên Tử ticket sales application.

4. Other Distribution Channels: distribution channels that resell or provide Tickets other than the Ngọa Vân Yên Tử Ticket Sales Channel, or entities that receive Tickets from Ngọa Vân Yên Tử for redistribution. These include, but are not limited to: ticket agents, travel companies, tour guides, partners, and other organizational customers of Ngọa Vân Yên Tử.

5. Ticket(s): entrance tickets, cable car tickets, dining services, or other products and services within the Tourist Area.

6. Customer(s): individuals or organizations that perform one, some, or all of the following actions: accessing, creating, using an Account, or booking/purchasing Tickets via the Ngọa Vân Yên Tử Ticket Sales Channel.

7. Order: a set of detailed information for each transaction generated when a Customer purchases Tickets via the Ngọa Vân Yên Tử Ticket Sales Channel, including key details such as ticket type, usage time, quantity, payment amount, and other related information.

B. GENERAL PROVISIONS

1. The contents, regulations, and policies referenced in these General Terms and Conditions are an integral part hereof, and these General Terms and Conditions form an inseparable part of the contract/agreement for the provision and use of Tickets and services confirmed between Ngọa Vân Yên Tử and the Customer (“Contract”). In the event of any inconsistency between these General Terms and Conditions and any other regulations on the same matter, these General Terms and Conditions shall prevail, unless otherwise expressly stated.

2. The Customer agrees and acknowledges that by accessing or conducting any operations or transactions on the Ngọa Vân Yên Tử Ticket Sales Channel, the Customer has read, understood, and accepted the relevant provisions of these General Terms and Conditions. Ngọa Vân Yên Tử reserves the right to amend, modify, add to, or remove any part of these General Terms and Conditions at any time. Such changes shall take effect immediately upon official publication on the Ngọa Vân Yên Tử Website without prior notice to the Customer. Customers are advised to regularly review and carefully read these General Terms and Conditions before proceeding.

3. If any provision of these General Terms and Conditions is deemed invalid or unenforceable, in whole or in part, by a competent authority, the validity of the remaining provisions shall not be affected. Invalid provisions shall be handled in accordance with the laws of Vietnam.

4. For Customers who are Other Distribution Channels, in addition to these General Terms and Conditions, they must also comply with their rights and obligations as stipulated in the Contract signed between Ngọa Vân Yên Tử and the Customer.

5. Other Distribution Channels are responsible for providing, referencing, and citing relevant provisions of these General Terms and Conditions to customers purchasing or receiving Tickets from them prior to such transactions.

6. These General Terms and Conditions and all matters arising from the contractual relationship between Ngọa Vân Yên Tử and the Customer shall be governed by and construed in accordance with the laws of Vietnam.

C. TICKET INFORMATION AND PRICING

C. TICKET INFORMATION AND PRICING

1. Detailed information on Tickets and Ticket prices is published on the Ngọa Vân Yên Tử Ticket Sales Channel. For further details, or for contact, complaints, feedback, or service quality reflections, Customers may contact the customer service point of Ngọa Vân Yên Tử as published on the Ngọa Vân Yên Tử Website.
2. The Customer confirms that they have reviewed and understood all information relating to Tickets and Ticket prices prior to purchasing Tickets.

D. ACCESS AND USE OF THE NGỌA VÂN YÊN TỬ TICKET SALES CHANNEL

During the process of accessing, creating, and using an Account, booking and purchasing Tickets, and conducting related transactions on the Ngọa Vân Yên Tử Ticket Sales Channel, the Customer shall comply with and ensure that:

1. The Customer has full capacity and assumes responsibility for their civil act capacity and legal capacity, and possesses all necessary licenses, approvals, consents, authorizations, and permits from competent authorities and their legal representatives to access, use, create an Account, book, purchase, receive, use Tickets, and conduct related transactions.
   Ngọa Vân Yên Tử reserves the right to request supporting documents to verify such information and capacity. For avoidance of doubt, such verification is solely for review and risk mitigation purposes and does not create any legal responsibility for Ngọa Vân Yên Tử regarding the Customer’s legal capacity.
2. The Customer must provide complete, truthful, and accurate information and must not use or impersonate the information of other individuals or organizations.
3. The Customer is responsible for maintaining the confidentiality of Account information and passwords, and for managing and controlling any delegation or authorization granted to personnel representing the Customer to use the Account and conduct transactions.
4. The Customer is fully responsible for all transactions and transaction data conducted under their name or Account, including any consequences arising from disclosure of Account information or passwords.

In case the Account shows signs of being compromised, misappropriated, or used beyond the Customer’s authorization, the Customer must immediately notify Ngọa Vân Yên Tử and coordinate to prevent violations.

5. The Customer shall not use any information, data, software, services, or products obtained from the Ngọa Vân Yên Tử Ticket Sales Channel, without prior written consent, for purposes including but not limited to: modifying, copying, displaying, operating, reproducing, publishing, licensing, linking, transferring, conducting business, or creating independent content for distribution or retransmission.
6. The Customer must comply with applicable laws on information technology, electronic transactions, electronic payments, and other relevant regulations in the online environment.

E. TICKET BOOKING, PAYMENT AND DELIVERY

1. By using the ticket booking and payment functions on the Ngọa Vân Yên Tử Ticket Sales Channel, the Customer is deemed to have accepted and agreed to comply with all policies, instructions, conditions, terms, and notices published on the Website, including but not limited to these General Terms and Conditions.
   If the Customer does not intend to proceed or does not agree with any terms, they must discontinue use of the function.
2. Unless otherwise specified, an Order becomes valid only upon confirmation by Ngọa Vân Yên Tử and receipt of full payment.
3. Prior to confirming booking, purchase, and payment, the Customer is responsible for carefully reviewing all Order details.
4. Within 05 (five) minutes after completing the purchase, the Customer will receive the Ticket by downloading it directly from the Website and via email.
   Upon receipt, the Customer must verify ticket type, quantity, and related information to ensure accuracy.

If discrepancies arise, the Customer must notify Ngọa Vân Yên Tử within the following timeframes:

a. For Tickets purchased more than 24 hours before the usage date:
(i) within 15 (fifteen) days from receipt; and
(ii) at least 24 hours prior to the usage date.

b. For Tickets purchased within 24 hours prior to the usage date:
immediately upon receipt.

After these deadlines, Ngọa Vân Yên Tử reserves the right to refuse adjustments.

5. Ngọa Vân Yên Tử reserves the right to cancel confirmed Orders in the following cases:

   a. Where there are indications that the Customer:

   • exploits system errors or loopholes leading to incorrect Ticket information (including but not limited to pricing, features, types, or promotions);
   • violates contractual provisions.

   b. Where there are legal grounds to determine the Contract is invalid under applicable law.

6. If an Order is partially or fully cancelled, the corresponding paid amount will be refunded in accordance with applicable policies. Tickets related to the cancelled portion shall become invalid.
7. The Customer has the right to request a valid financial invoice and must provide accurate invoice information.
   Ngọa Vân Yên Tử will not support any changes after issuance.
   Note: splitting or merging Orders for invoicing purposes is not supported.

8. PAYMENT

a. Payment methods:
– As listed at the payment step.

b. For online payments, Customers must only complete payment through payment gateways provided by authorized payment intermediaries linked to the system.
Customers are responsible for any fees charged by such intermediaries; these are not included in Ticket prices.

c. In case of payment issues, Customers should immediately contact Ngọa Vân Yên Tử or the payment intermediary.

d. For payment security, Customers must:

(i) follow all instructions and procedures;
(ii) safeguard account and card information;
(iii) never disclose CVV/CVC/CSC codes for international cards.

F. TECHNICAL ERRORS

1. Ngọa Vân Yên Tử will use reasonable efforts to maintain normal operation of the Ticket Sales Channel but does not guarantee that:
   (i) the system will be uninterrupted or error-free;
   (ii) it will be free from viruses or harmful components;
   (iii) all data will be accurate and error-free.
2. In case of technical issues (system errors, software failures, internet disruptions, malware) (“Technical Errors”) or data errors such as incorrect pricing (“Data Errors”), Ngọa Vân Yên Tử will make reasonable efforts to resolve or correct them promptly.

3. Ngọa Vân Yên Tử reserves the right to cancel or refuse transactions:

   a. due to Technical Errors;
   b. due to Data Errors;
   c. or affected by such errors regardless of their origin.

4. In such cases, Ngọa Vân Yên Tử will notify the Customer via email/phone and refund the payment within a maximum of 30 (thirty) working days.
5. Except for refund obligations, Ngọa Vân Yên Tử shall not be liable for any direct or indirect losses arising from Technical Errors and/or Data Errors.

G. TICKET USE, REFUND, CANCELLATION, AND CONVERSION

1. The Operating Unit reserves the right to refuse entry and/or service to the Customer, and Ngọa Vân Yên Tử shall not refund the Ticket and shall bear no responsibility if the Customer fails to present a valid Ticket as required.
   Each Ticket is valid for one-time use only. The Customer is responsible for safeguarding the Ticket information and code to prevent unauthorized use. The Ticket format (paper, electronic, etc.) must correspond to the type purchased.
2. Purchased Tickets are non-refundable, non-extendable, and non-convertible under any circumstances, except in cases of force majeure and/or due to the fault of Ngọa Vân Yên Tử, the Operating Unit, and/or where otherwise provided under applicable policies at each time.
3. The Tourist Area may be closed, postponed, or suspended due to force majeure events. In such cases, Customers are requested to remain calm and follow instructions from Ngọa Vân Yên Tử.
   If such events prevent the Customer from using the main service specified on the Ticket, refund, extension, or conversion shall be handled in accordance with applicable policies at that time.

For clarity, a force majeure event refers to an objective event that is unforeseeable and beyond the control of the Parties, including but not limited to: natural disasters, weather conditions, epidemics, fires, earthquakes, tsunamis; riots, wars, states of emergency, terrorism, strikes; sanctions, embargoes, changes in laws or policies by competent authorities; operational requirements such as maintenance or other causes beyond reasonable control.

4. Ngọa Vân Yên Tử and the Operating Unit reserve the right to invalidate Tickets obtained from illegitimate or unlawful sources without compensation.
5. Ngọa Vân Yên Tử is only responsible for handling refunds, extensions, or conversions for Tickets purchased directly from its official channels.
   For Tickets purchased via Other Distribution Channels, Customers must resolve such matters directly with those channels.
6. Unless otherwise agreed, the Customer is not permitted to sell any products or services (including Tickets) within the Tourist Area, at entrances, surrounding areas, or any area under the Operating Unit’s management without prior written consent.

In case of violation, the Operating Unit has the right to invalidate and prohibit the use of such Tickets, products, or services.

H. CUSTOMER PERSONAL DATA PROTECTION POLICY

The Customer agrees to allow Ngọa Vân Yên Tử and the Operating Unit to collect and use personal data and images obtained during account usage, ticket booking, purchase, use, and visits to the Tourist Area for purposes including: contract execution, service improvement, marketing, communication, statistics, and/or sharing with service providers, contractors, and professional advisors, or for other lawful purposes under Vietnamese law.

I. GENERAL RULES FOR VISITING AND USING TICKETS AT THE TOURIST AREA

1. Assumption of risk and limitation of liability

The Customer acknowledges that certain services and thrill rides may not be suitable for individuals who do not meet physical requirements or who have health conditions, including the elderly and children.
In addition to posted requirements, the Customer confirms they do not have any health conditions that may worsen during participation.

By purchasing Tickets, the Customer agrees to assume all risks and shall not hold Ngọa Vân Yên Tử, the Operating Unit, or staff liable for any damages not caused by their fault, including but not limited to:

a. Health, mental, or life risks due to the Customer’s condition;
b. Loss or damage of personal property due to non-compliance with instructions;
c. Other damages not attributable to the service provider.

2. The Customer must not bring weapons, hazardous materials, explosives, or dangerous substances into the Tourist Area.
3. The Customer must behave in a civilized and respectful manner and must not cause disturbances or disorder.
4. Smoking, alcohol consumption, and use of stimulants are prohibited in restricted areas.
5. The Customer must not litter and must comply with environmental regulations.
6. The Customer must read and comply with all signage, rules, and instructions displayed within the Tourist Area and follow staff guidance.
   Failure to comply resulting in injury or loss shall release Ngọa Vân Yên Tử and the Operating Unit from liability.
7. The Customer must not disseminate false or misleading information that could harm the reputation or brand of Ngọa Vân Yên Tử, the Operating Unit, or the Tourist Area.
8. Consequences of violations

In addition to legal liabilities, Ngọa Vân Yên Tử and the Operating Unit reserve the right to:

a. Require the Customer to leave the Tourist Area without refund and deny future access; or
b. Require full compensation for damages and report violations to authorities.

J. DISPUTE RESOLUTION

1. Responsibility for handling complaints and disputes

Depending on the nature of the issue, the responsible party for handling complaints and disputes with the Customer shall be determined as follows:

a. Ngọa Vân Yên Tử shall be responsible for resolving complaints and disputes related to account access and usage, ticket booking, purchasing, receipt via the Ticket Sales Channel, and matters relating to the validity and use of Tickets directly provided by Ngọa Vân Yên Tử.

b. Other Distribution Channels shall be responsible for resolving complaints and disputes relating to the purchase and use of Tickets that they directly provide to Customers.

c. The Operating Unit shall be responsible for resolving issues related to the quality of services and products stated on the Ticket, as well as issues arising during the Customer’s use of the Ticket at the Tourist Area.

d. The Customer shall be responsible for resolving any conflicts, disputes, or compensation claims with other Customers (if any) arising before or during the visit and use of Tickets at the Tourist Area, except where such issues are caused by the fault of the Operating Unit.
The Operating Unit may participate in dispute resolution, if deemed necessary or upon request by competent authorities, for the purpose of providing evidence, information, or related materials.

e. In cases where the Customer purchases or uses products/services from shops or business operators (partners or tenants) within the Tourist Area, such transactions and related issues shall be governed by the policies of those respective entities.
In case of disputes, such partners or tenants shall bear direct responsibility for resolving the matter with the Customer, while the Operating Unit may act as an intermediary to ensure a balanced resolution.

2. In the event of any dispute, the Parties shall first seek to resolve the matter through negotiation in good faith and mutual respect.
   If, within 03 (three) months from the date one Party receives a written request for negotiation from the other Party, the dispute is not resolved or cannot be resolved, either Party shall have the right to submit the dispute to a competent court in Vietnam for resolution.

3. During the dispute resolution process, except for parties directly involved (such as courts, lawyers, etc.), the Customer agrees not to disclose information related to the case to any third party.
   If the Customer discloses such information in a way that causes misunderstanding or damages the image, reputation, or brand of Ngọa Vân Yên Tử, the Operating Unit, or the Tourist Area, the Customer shall be liable for compensation and other legal responsibilities in accordance with applicable laws.