I. GENERAL PRINCIPLE
1. Website Crocus.vn is designed by B.T.Q - Design, Advertising and Information Technology Co., Ltd. is the owner, providing the e-commerce platform services under the principles of publicity, transparency and compliance with the law. According to the company's process and rules and operating regulations, take responsibility before the Director and before the law for its activities.
2. This Regulation includes the terms of use drawn up based on relevant legal documents and officially applied to the Board of Directors. This Regulation promulgates mandatory regulations applicable to users of the Crocus.vn website. The users (including traders, individuals and organizations wishing to transact, exchange, buy and sell goods and provide services as well as business activities, trade promotion) participate on Crocus .vn is responsible for the correct implementation of the content of this Regulation.
3. All contents of this Regulation must comply with the current legal system of Vietnam. Users participating in the Crocus.vn website must learn their own legal responsibilities, comply with the law and the content of the Website's Regulations. When accessing Crocus.vn for reference, by default, you agree to comply with and agree to be bound by the Regulations governing the operation of the Crocus.vn e-commerce platform. If you do not agree to these terms of the agreement, please do not access the website and do not use any services provided through the Crocus.vn website. All information about the usage of Crocus.vn is subject to change by the team who built Crocus.vn.
4. Operation principle: Crocus.vn is owned by B.T.Q - Design, Advertising and Information Technology Co., Ltd., responsible for management. Website Crocus.vn provides online services to help merchants and individuals sell goods and products to buyers.
- Goods and products that want to participate in Crocus.vn must fully meet the provisions of relevant laws, not fall under the cases of business ban, advertising ban according to the provisions of law.
- The Crocus.vn e-commerce platformplays the role of advertising, is an intermediary address for businesses and individuals to trade with consumers. Enterprises and individuals participating in transactions at Crocus.vn are free to negotiate on the basis of respecting the legitimate rights and interests of the parties.
- The operation of the Crocus.vn e-commerce website is carried out according to the mechanism of publicity and transparency, ensuring the interests of consumers.
The following violations will be strictly handled:
- Share data that violates the law, does illegal business, harms other individuals/organizations.
- Share data sources of depraved cultural products, documents related to politics, reactionaries, harmful to social order and national security.
- Provide data that violates copyright law.
II. GENERAL RULES
1. Legal grounds
- Pursuant to the November 23, 2009 Law on Telecommunications;
- Based on the Law on Information Technology dated June 29, 2006;
- Pursuant to Decree No. 72/2013/ND-CP dated July 15, 2013 on management, provision and use of internet services and online information;
- Pursuant to Decree No. 52/2013/ND-CP dated May 16, 2013 regulating e-commerce;
- Based on Circular 47/2014/TT-BCT dated December 5, 2014 on management of e-commerce websites;
- Based on the operation of the Company.
2. Abbreviated terms and concepts
- The Crocus.vn e-commerce platform: The Crocus.vn e-commerce.
- The Crocus.vn e-commerce platform is an e-commerce website that allows traders, organizations and individuals who are not website owners to conduct part or the whole process of buying and selling goods and services on it.
III. TRANSACTION PROCESS ONLY
1. Buyer's Process
When there is a need to buy goods and products on the Crocus.vn E-commerce, the buyer performs the following steps:
Step 1: Access the website Crocus.vn.
Step 2: Log in if you are already a user of the Crocus.vn platform. Otherwise, register and provide personal and business information at the request of the Crocus.vn e-commerce.
Step 3: Search for product references according to your needs; carefully review relevant information such as: Product information, Seller information, payment policy, performance conditions, support, etc.) and choose the right product for the buyer's requirements.
Step 4: Based on the referenced information, the buyer places an order on the Crocus.vn website by clicking the "Place Order" button.
Step 5: After receiving the order, the management board of Crocus.vn will reconfirm the order with the buyer. The buyer confirms the order of the product and proceeds to make the payment.
Step 6: Buyer chooses a payment method for the product to decide to buy; Review the product information and personal information before payment.
Step 7: Payment and receipt of goods, feedback on service quality on the Crocus.vn e-commerce.
2. Seller's Process
Step 1: The seller registers an account on the Crocus.vn website, when the registration information is valid and the seller commits to the terms of use of the website, the website administrator will provide the seller with an account.
Step 2: Seller logs in to Crocus.vn website.
Step 3: In the content management section, the seller selects "Post new goods and products" and fills in all the information required by the system, proceed as instructed on the system.
Step 4: After the post is completed, the seller chooses "Save" to submit it to the content moderation system.
Step 5: If, after censorship, the post conforms to Crocus.vn's regulations, the post will be displayed in the category that matches the seller's product.
Step 6: During the use process, the seller has the right to edit and update the article at any time. New edits and updates will return to the "on hold" status and be approved and displayed according to regulations.
3. Delivery Process
The Crocus.vn e-commerce is a place to provide a place and environment for product sellers to introduce their products to buyers wishing to buy products. Through the website, the seller can reach the buyer to provide the goods…. Crocus.vn will only act as an intermediary, introducing and creating a trading environment for goods to buyers so that buyers and sellers can buy and sell products at the best price of the seller.
4. Order confirmation/cancellation process
- Buyers must carefully read the product information posted for sale to learn about the return, cancellation or refund policy before deciding to buy that product. When order for a product, the buyer is deemed to have agreed to the terms, conditions and policies applicable to the ordered product.
- Sellers must develop return and service policies and refunds for their products to inform buyers.
- Immediately after completing the order payment procedure on the website Crocus.vn.vn, the buyer will receive an email notification of order information, and can track the order status right in the "Orders" section on the website Crocus.vn.
- After a successful order, if the buyer wants to change the product order information, please send a request to the email address: contact@crocusmedia.vn or call 028 6659 8327.
- We will try to contact the seller to best assist the buyer, however we cannot guarantee that every change request will be fulfilled.
- If the purchaser is allowed to cancel or change the ordered product but does not cancel or change it before the allowed period, the buyer will be responsible for paying the applicable cancellation/change fee at that time, taxes or reinstatement fees. taxes (applicable under applicable regulations), service fees or other service booking fees whether or not the buyer uses the service.
- In case the buyer wants to change, cancel, refund the ordered product for any reason, please contact Crocus.vn for support before doing so. Crocus.vn will make every effort to assist buyers within Crocus.vn's ability. In case the buyer has used the product, any request for refund, cancellation or change will not be made.
5. Exchange/Return and Refund Process
- Step 1: Customers contact 028 6659 8327 to request an exchange/return.
- Step 2: Send the goods to the receiving address of crocus.vn.
- Step 3: Crocus.vn receives the goods and inspects the product.
- Step 4: Crocus.vn delivers the goods to the Seller for exchange/return.
- Step 5: Customers receive replacement products or receive refunds.
6. Warranty Policy
All products are specifically announced the following specific warranty policies:
- For products and goods with manufacturer's warranty, the product will apply the warranty policy according to the manufacturer's regulations.
- For products without manufacturer's warranty, the warranty is according to the seller's policy according to the warranty information attached to the product (if any).
7. Mechanism for resolving user disputes and complaints
7.1. Mechanism for receiving and settling disputes and complaints of buyers about the quality of goods, services and promotional goods and services posted on the website Crocus.vn
- Crocus.vn and the seller are responsible for receiving complaints and supporting buyers related to transactions at Crocus.vn. When a dispute arises, Crocus.vn encourages sellers and buyers to choose a solution to negotiate and conciliate between the two parties in order to maintain users' trust in the service quality of the Crocus.vn E-commerce. If the seller and the buyer cannot compromise, the buyer can contact to complain directly to Crocus.vn.
- To minimize disputes, Crocus.vn recommends that sellers post information about introducing and promoting products, and posting information about promotions for products on the Crocus E-commerce in a complete, accurate, honest and detailed manner as possible so that the buyer has all the necessary information to make a choice. All acts of fraud and fraud in business are condemned and the seller must take full responsibility before the law.
- At the same time, buyers need to regularly read and follow the Policies and Regulations being posted on the web in order to be able to understand and implement the Policies and Regulations at that time.
- Parties involved in any transaction on Crocus.vn will be responsible for actively resolving the issue. For the seller and the buyer, it is necessary to be responsible for providing documents certifying the information related to the incident causing conflict between the two Parties. During the transaction, if there is any problem, the buyer will directly contact the buyer support department of Crocus.vn to be resolved quickly and promptly.
- When any other dispute arises during the transaction on the website, the relevant parties will appoint representatives to participate in the settlement process. Crocus.vn will be responsible for providing information related to the feedback of the seller and the buyer so that the two parties can quickly resolve the conflict. In addition, Crocus.vn is responsible for reviewing and evaluating documents and evidence of the parties and making a final judgment. The core goal of this dispute resolution mechanism is to provide a reputable, safe and transparent e-commerce transaction environment. The parties must properly perform their responsibilities, rights and obligations during the dispute settlement process. If any damage occurs, the parties will agree together in the spirit of cooperation to find the most reasonable solution. If a general agreement of will cannot be reached during the dispute settlement process, the dispute will be brought to a competent agency for settlement.
7.2. The ways to settle buyers' complaints about the quality of goods, services, goods and services being promoted
When a complaint or dispute arises, the buyer can follow the guided steps as follows:
a. For complaints about the seller's goods from the buyer (requiring a return/refund from the buyer according to the refund, cancellation and exchange policies that the seller has published on the Crocus.vn website, but the seller does not agree to refund): Crocus.vn only plays the role of assisting the buyer to make a complaint to the seller, after the buyer has made a complaint about the promotional goods to the seller but has not received a satisfactory reply. of the seller (Crocus.vn is not responsible for resolving these disputes for the buyer), follow these steps:
Step 1: Buyers can send complaints about the seller's goods and services to the Customer Support Department of Crocus.vn via email at contact@crocusmedia.vn or by calling 028 6659 8327. To submit a return/refund request, the buyer needs to provide at least the following information to Crocus.vn:
- Information about the transaction and product requested Return/Refund;
- Proofs of efforts to negotiate with the seller on the return, exchange, or destruction of the goods according to the content that the seller has publicly provided on the Crocus.vn website (for example, chat/message history/ chat).
- Chat history or any evidence that proves the previous transaction negotiation between the seller and the buyer.
Step 2: The customer support department of Crocus.vn will receive the buyer's complaints, depending on the nature and extent of the complaint, Crocus.vn will take specific measures to support the buyer to resolve. that dispute. This department will actively contact and negotiate with the seller to quickly resolve and immediately respond to the results of resolving complaints on the basis of the Company's published policies within 07 working days.
Step 3: In case it is beyond the capacity and authority of Crocus.vn, the Management Board of Crocus.vn E-commerce trading floor will ask the buyer to bring this case to a competent state agency for resolution according to the law. that Crocus.vn respects and strictly implements the provisions of the law on protecting the interests of the parties.
b. For seller or buyer complaints about Crocus.vn service
Step 1: The seller/buyer can send a complaint to Crocus.vn via email contact@crocusmedia.vn or call 028 6659 8327, with complaint information including:
- Information about the transaction;
- Content of complaint;
- Evidence to support the complaint
Step 2: After receiving the seller's or buyer's complaint, Crocus.vn will try to resolve the complaint as soon as possible (usually 07 working days from the time of receiving the complaint).
7.3. Dispute settlement measures and mechanisms, handling measures when receiving complaints about other illegal business acts on the website.
a. Dispute settlement methods and mechanisms:
- Self-agreement
- Release to legal authority
- Another form
The Crocus.vn website administration is responsible for receiving and handling complaints related to the contract entered into on its e-commerce website.
- Department to receive user complaint information.
- Customer Service.
- Hotline 028.6659.8327
- Email contact@crocusmedia.vn
Buyer's complaint information will be verified and resolved by Crocus.vn within 07 working days.
b. Disputes between traders, organizations and individuals selling goods and providing services with buyers in the course of contract performance must be settled on the basis of the terms of the contract published on the website at the time of signing. contract and relevant laws.
c. Traders, organizations and individuals selling goods and providing services must not take advantage of their advantages in the electronic environment to unilaterally settle disputes without the consent of the buyer.
d. Dispute settlement must be through negotiation between the parties, conciliation, arbitration or a court in accordance with current procedures and regulations on dispute settlement.
Handling measures when receiving complaints about illegal business acts on the website:
- When receiving information about illegal business behavior on the website, the Crocus.vn Management Board will verify and clarify within 07 working days.
- If there is really a violation, Crocus.vn will notify the competent state agencies, so that the state agencies can investigate and handle in accordance with the law.
- Crocus.vn will handle the seller's business behavior in accordance with regulations. At the same time, inspect, supervise, monitor and urge the infringing party to compensate the buyer, if there is any damage.
IV. PAYMENT PROCESS
V. TRANSACTIONS SECURITY
- Users participating in Crocus.vn website must log in and provide full personal information: full name, phone number, contact email..., organization: business registration number, address, phone number contact…, product introduction information. This information must be officially recognized by the Crocus.vn e-commerce website administration and allowed to use the services provided by the Crocus.vn website. Participating buyers will not have to pay user fees.
- To ensure transaction safety, the website administration board checks the personal information of users, goods information. The administration has used the services to protect consumer information and payments. In order to ensure that the transactions are conducted successfully, to minimize the risks that may arise, it is required that users participating in the Crocus.vn e-commerce website note and follow the registration/login and order steps. Follow the instructions on the website. In case a system error occurs, it is recommended that participating users call directly to the Management Board or technical experts of the website via the hotline shown on the website to be promptly handled and rectified.
VI. PROTECTION OF USERS' PERSONAL INFORMATION
1. Purpose, scope of collection and use of user information:
- Website collects user information to manage information, provide product code and support in the process of buying and selling goods, to respond to questions or fulfill requests of customers. user.
- User's information is only used in the management and business activities of the website, as well as provided to affiliated parties. We may also use the information we collect to inform buyers of other products or services available on Crocus.vn or its affiliates, or to contact buyers for ideas. about existing products or potential new products and services that may be offered.
- To provide goods and enough information to ensure secure online payment or payment at the center, serve to support customer care system, manage users, take care and receive feedback from the user side.
2. Commitment to the privacy of users' personal information
- We only collect personal information to the extent that is appropriate and necessary for our proper commercial purposes. And we maintain appropriate measures to ensure the safety, integrity, accuracy and confidentiality of the information that users have provided. In addition, we also take appropriate steps to ensure that third parties also use safeguards for the information we provide to them.
- Personal information, user's private information is collected, stored and protected seriously, accurately and confidentially.
- Enterprises set up separate information collection and storage software and are performed only by the enterprise's server system and the backup server system.
- The confidentiality of personal information, user's private information is absolute and will not be presented to any third party unless requested by a competent State agency.
VII. BAD INFORMATION MANAGEMENT
List of products banned from trading / Information prohibited from posting:
- The enterprise will provide a list of prohibited products for the seller to know, on that basis to avoid violations in product posting. The seller may not sell the following goods:
+ Wine of all kinds.
+ Hunting guns and shotgun ammunition, sports weapons, support tools.
+ Cigarettes, cigars and other finished tobacco products.
+ Precious and rare wild plants and animals, including live animals and processed parts thereof.
+ Cosmetics that directly affect the skin without labels.
+ Prohibited items.
+ Tapes, books, articles of depraved nature.
+ Wild flora and fauna and natural rare animals.
+ Drugs, stimulants and other addictive substances.
+ Weapons, explosives, toxic chemicals.
+ State secret documents, specialized ciphers and software protection programs within the scope of state secret protection.
+ Human or human body parts.
+ Illegal products/software or jailbreaking programs.
+ Items that are racist or offensive to a certain nation or country.
+ Illegal products obtained by theft.
+ Products that violate trademarks and copyrights.
+ Other goods restricted from trading as prescribed by law.
Note: Traders setting up websites to sell goods and services on the list of business goods and services subject to the issuance of a Certificate of eligibility for business must publish on their website the number, date of issue and place of issue. Certificate of satisfaction of business conditions for such goods or services.
- Posting news that reveals state secrets, harms national independence, sovereignty, security and defense.
- Posting news that lacks aesthetics, contrary to Vietnamese historical, cultural, ethical, fine traditions and customs.
- Posting news that affects urban beauty, traffic order and safety, and social safety.
- Posting news that adversely affects the sanctity of the National Flag, National Emblem, National Anthem, Party Flag, National Heroes, Cultural Celebrities, Leaders and Leaders of the Party and State.
- Posting news that is discriminatory in nature, racist, infringes on freedom of belief and religion, or prejudices against gender and people with disabilities.
- Posting news that offends the reputation, honor and dignity of organizations or individuals.
- Posting information using an individual's image, speech or handwriting without the individual's consent, unless otherwise permitted by law.
- Posting incorrect or misleading information about the business ability, the ability to provide products, goods and services of organizations and individuals trading in products, goods and services; on quantity, quality, price, utility, design, packaging, trademark, origin, type, service method, warranty period of registered or registered products, goods and services to be announced.
- Post information by using the direct comparison method of price, quality, and efficiency in using your products, goods or services with price, quality, and efficiency in using products and goods. , services of the same type of other organizations or individuals.
- Posting using the words "most", "unique", "best", "number one" or words with similar meanings without legal documents proving it according to regulations of the Ministry of Culture Culture, Sports and Tourism.
- Posting news with unfair competition content according to the provisions of the law on competition.
- Posting information that violates the law on intellectual property.
- Posting news that causes children to have thoughts, words, and actions that are contrary to morality, fine customs and traditions, which adversely affect the health, safety or normal development of children.
VIII. RESPONSIBILITIES IN CASE OF TECHNICAL ERROR
- When a technical error arises, the website is responsible for recovering lost data, ensuring all transactions take place normally.
- Website commits to handle or/and coordinate with a third party to handle technical errors and transmission errors arising within 72 hours from the time of receiving user feedback.
- However, the Website Administration Board will not be responsible for handling in case the notices of the users do not reach the Administration Board, or other errors arise that are not caused by the Administration Board or the website's software system. go out.
IX. RIGHTS AND OBLIGATIONS OF CROCUS.VN E-commerce WEBSITE MANAGEMENT BOARD
1. Rights of the Website Administration Board- Website Crocus.vn will organize the implementation of advertising to registered users after completing the registration procedures to declare online the relevant information and mandatory events mentioned by the Crocus.vn Website. go out.
- In case there is a basis to prove that the user providing information to the Crocus.vn Website is incorrect, misleading, incomplete or violates the law or fine customs of Vietnam, the Management Board of the Crocus Website. vn reserves the right to refuse, suspend or terminate the user's right to use the service.
- The management board of Website Crocus.vn may terminate the user's right to use and the right to use one or all of the services of the user and will notify the user within at least 07 days in case the user violates violates the Regulations of the Crocus.vn Website or acts that affect business activities on the Crocus.vn Website.
- The management board of the Crocus.vn Website will consider terminating the seller's right to use the service and the seller's right if the seller does not participate in the transaction and information exchange activities on the Crocus.vn Website continuously for three consecutive days. (03) months. If you want to continue to become a seller and be re-granted the right to use the service, you must re-register from the beginning according to the form and procedure of Website Crocus.vn.
- Website Crocus.vn holds the copyright to use the services and contents on the Crocus.vn Website in accordance with international copyright law and the legal provisions on intellectual property protection in Vietnam. "Croccus.vn e-commerce website", all icons and content in different languages are owned by B.T.Q. Any illegal copying, use and dissemination of the above property rights is strictly prohibited.
2. Obligations of the Management Board of Crocus.vn E-commerce Website
- The management board of Website Crocus.vn is responsible for building the Website, including a number of main tasks such as: Research, design, purchase hardware and software equipment, connect to the Internet, develop service policies for the operation of the Crocus.vn Website within the scope and extent permitted.
- The management board of the Crocus.vn Website will implement and cooperate with partners in building a system of services and utility tools for users' transactions on the Crocus.vn Website.
- The management board of Website Crocus.vn is responsible for orienting, building and supplementing the system of knowledge and information on: foreign trade operations, e-commerce, domestic and international commercial legal documents system, foreign markets, as well as news related to the operation of the Crocus.vn Website.
- The management board of Crocus.vn Website will carry out promotional activities and promote the Crocus.vn Website to foreign markets within the scope and conditions allowed, contributing to the expansion and connection to meet the search needs. Find partners and develop foreign markets of sellers participating in the Crocus.vn Website.
- The Management Board of the Crocus.vn Website will try to the highest possible extent and conditions to maintain the normal operation of the Crocus.vn Website and fix problems such as: technical problems on machines. , software errors, Internet transmission system, personnel, social changes, natural disasters, power outages, decisions of state agencies or a related third party.
- The management board of the Crocus.vn Website will advise the buyers to carry out the process of purchasing products and services through the Website, especially the application of the online payment function.
- Build and implement a mechanism to ensure that the posting of information on the website is done correctly.
- Remove from the website the information of goods and services that violate the law when detecting or receiving a valid reflection on this information.
- Requires sellers of business products with lawsuits on their website to provide a Certificate of eligibility for business for those goods and services.
X. RIGHTS AND OBLIGATIONS OF USERS PARTICIPATING IN WEBSITE CROCUS.VN
1. User Rights
- For users participating in the Crocus.vn Website, including 02 groups of buyers and sellers:
+ For users who are buyers: Buyers can register freely according to the available form of Crocus.vn to become a user. Signing up for an account is free.
+ For users who are sellers and service providers: After registering for an account, Crocus.vn will review and approve the account with that seller. The fee to become a crocus user will be based on the usage fee announced by Crocus.vn from time to time. User fee is understood as a fee to participate in activities on the Crocus.vn Website, excluding other fees such as advertising fees, consulting services, other fees on the Website.
- Users will be given a unique username and password to access services and transactions on Crocus.vn Website.
- Users will be supported by staff of Website Crocus.vn in the process of transaction and use of utility services on the Website.
- Users will enjoy preferential policies provided by Website Crocus.vn or third parties on the Website. These preferential policies will be posted directly on the Website or sent directly to the users.
- Users have the right to contribute ideas to the Crocus.vn Website during its operation. Proposals are sent directly by mail, fax or email to the Website.
2. User Obligations
- Provide all relevant information when registering a user account such as: Full name/organization name, contact address, email, identity card number/business code, phone, account number account, payment card number... and be responsible for the legality of the above information. The website administration is not responsible for and will not settle any claims related to the rights of that user if it deems that all information provided by that user upon initial registration is incorrect.
- Users absolutely do not use any program, tool or other form to interfere with the system or change the data structure. It is strictly forbidden to distribute, propagate or promote any activities to interfere, destroy or invade the website system. All violations will be handled according to the Regulations and provisions of law.
- Users will be solely responsible for the security and storage and all activities of using the service under their registered name and password. Users are responsible for promptly informing Crocus.vn Website about unauthorized use, abuse, breach of security, keeping their registered name and password for the two parties to cooperate in handling.
- The user must commit that the information provided to the Crocus.vn Website and the information posted to the Crocus.vn Website is accurate and complete (especially information related to the user's personal information). The user agrees to keep and change the information on the Website to be up to date, accurate and complete.
- The user commits and agrees not to use the services of the Website Crocus.vn for illegal, unreasonable, fraudulent, threatening, illegal information exploration, destruction, creation and spreading viruses that damage the system, configuration, transmission of information of the Website or using its services for the purpose of sabotage, creating fake orders, including serving to judge market demand. school. In case of violation, users must be responsible for their actions before the law.
- The user commits not to change, modify, assign, copy, propagate, distribute, provide and create similar tools of the service provided by the Crocus.vn Website to a third party, otherwise approved by Website Crocus.vn in this Regulation.
- Users must not act to discredit the Website Crocus.vn in any form such as causing disunity between users by using a second registered name, through a third party or propaganda. , disseminating information that is not conducive to the reputation of the Website.
- Realize the commitment to the quality of the service posted for sale.
- Comply with legal regulations on payment, advertising, promotion, protection of intellectual property rights, protection of consumer rights and other relevant laws when selling or supplying services on e-commerce website.
XI. TERMS OF APPLICATION
This Regulation is publicly posted on the Crocus.vn website for all users and other individuals and organizations to know.
When there are any changes to the content of this regulation to suit the Company's business activities and website activities, the Board of Management will publicly post the changed content at least 30 days in advance.
This Regulation was approved by B.T.Q Design, Advertising and Information Technology Co., Ltd on March 10, 2023.