Terms and conditions of use of e-Banking Service and Authentication Methods for individual Customers

Effective from 01/07/2024

A. GENERAL PROVISIONS

1. Scope of adjustment

These Terms and Conditions for using e-Banking Service and Authentication Methods for individual Customer (hereinafter referred to as “Terms and Conditions”) govern the provision and use of (i) e-Banking Service (Service) and (ii) Authentication Methods provided by Vietcombank when using the Service. The Service include:

1. VCB Digibank Service: is Vietcombank's digital banking Service, operating via the internet based on mobile applications or web browsers, allowing Customer to use electronic means including PC/Laptop or mobile devices to perform transaction request with Vietcombank. VCB Digibank Service includes VCB Digibank web versions and VCB Digibank mobile applications, and other versions according to Vietcombank's periodic announcements.
2. VCB-SMS B@nking Service: is a banking Service that helps Customer perform a number of Transaction Request with Vietcombank by composing messages according to the syntax specified by Vietcombank and sending them to the phone number specified by Vietcombank from time to time or receiving notification messages from Vietcombank;
3. VCB-Phone B@nking Service: is a Vietcombank Service that allows Customer to make banking Transaction Request with Vietcombank via the telephone switchboard specified by Vietcombank from time to time;
4. VCB-Auto Debit Service: is a Service in which the Customer authorizes Vietcombank to periodically automatically debit the Customer's Payment Account or Card to pay bills or top up e-wallets/Service... designated by the Customer without requiring each transaction;
5. E-wallet Deposit/Withdrawal Service: is a Service provided by Vietcombank that allows Customer to deposit money into e-wallets/withdraw money from e-wallets through Vietcombank's transaction channels and e-wallet applications of e-wallet providers that have signed cooperation contracts with Vietcombank; and
6. Other Service provided by Vietcombank from time to time or provided by Vietcombank in cooperation with a third party to Customer, allowing Customer to initiate or conduct transactions with Vietcombank via mobile messages, websites, applications installed on mobile devices or other forms of electronic transactions ;
7. Types of Service and Customer transactions that can be performed through each Service depend on each Customer segment and will be posted on Vietcombank's official website and/or in other forms of notification from Vietcombank from time to time.

2. Word explanation

In these Terms and Conditions, the following terms shall have the following meanings:

1. “Vietcombank”: is the Joint Stock Commercial Bank for Foreign Trade of Vietnam.
2. “Customer”: is an individual who registers to use the Service and is approved by Vietcombank to provide the Service.
3. “Username”: is one of the Customer identification factors, automatically set up by the Vietcombank system for the Customer or chosen by the Customer (depending on the regulations of each Service).
4. “Password”: is a string of characters, including letters, numbers, codes, and phrases used to identify the Customer when using the Service.
5. “One-time secret key” or “OTP code”: is a secret key that is valid for one-time use (One Time Password - OTP) and is valid for a certain period of time according to the provisions of law and according to Vietcombank's regulations from time to time, sent by the Vietcombank system to the Customer via text message, Security Device, One-time secret key generation application installed on mobile device or other forms of sending according to Vietcombank's notification from time to time, often used as a second factor to authenticate Customer logging into the Service or performing Transaction Request related to the Service.
6. “Account”: means Customer Accounts opened at Vietcombank.
7. “Card” means the Customer's credit cards and debit cards issued by Vietcombank.
8. “Security Device”: is the device provided by Vietcombank to the Customer for use in generating/receiving and displaying One-time Secret Key Codes.
9. “Terminal Devices”: are electronic devices used by Customer including but not limited to telephones, computers, fax machines, tablets, etc. to send Transaction Request and receive Service information directly from the Vietcombank system or indirectly through the system of a Third Party transmitted through the telecommunications network system, internet network of telecommunications Service providers.
10. “Identification Factors”: include Username, Password (if any) and/or One-time secret key and/or biometric identification factors and/or any other identification factors as prescribed by Vietcombank from time to time.
11. “Electronic Signature”: is a signature created in the form of electronic data attached or logically combined with a data message to confirm the signing subject and affirm that subject's acceptance of the data message. The Customer's electronic signature created has the same legal value as the Customer's signature on a paper document.
12. “Transaction Request”: means any request or instruction related to the Service made on the terminal and authenticated through the Username, Password (if any) and/or One-time Secret Key and/or Electronic Signature and/or any other Identification Factors of the Customer using the Service.
13. “Valid Transaction Request”: is a transaction request approved by Vietcombank if the request content is within the scope of the Service and meets the Service's regulations.
14. “Fraudulent Transaction”: is the act of an individual/organization other than the Customer using the Customer's Identification Factor to perform Transaction Request without the Customer's permission or other transactions not permitted by law.
15. “Suspicious Transaction”: is a transaction that shows signs of abnormality or has reasonable grounds to suspect that the assets in the transaction originate from criminal activities or are related to money laundering.
16. “Third Party”: is an individual/organization providing Service that has a direct cooperation agreement with Vietcombank in providing Service to Customer.
17. “Transaction Deadline Of The Day”: is the final deadline (cut-off time) in the Working Day as prescribed by Vietcombank to process the Customer's Transaction Request.
18. “Service Screen”: is the screen displayed on Terminals or other devices (including devices provided by Vietcombank for Customer to conduct transactions at Vietcombank's transaction points) used by Customer to send Transaction Request and receive Service information directly from Vietcombank's system or indirectly through the system of a Third Party.
19. “Day”: means consecutive Day according to the solar calendar.
20. “Working Day”: Any Day that is not a public Holiday, Tet Holiday, other Holiday as prescribed by Vietnamese law and the Day that Vietcombank is permitted or required to close by decision of a competent authority or as prescribed by law.
21. “Authentication Method”: is the method used by Vietcombank to authenticate Customer when making transactions on VCB Digibank and other channels according to Vietcombank's regulations from time to time, including but not limited to: VCB Digibank login password (MPIN), biometrics attached to the device, SMS OTP, VCB-Smart OTP, Facepay.
22. “Biometric Authentication Method”: is an authentication method that uses physical attributes, unique and stable biological characteristics of a person to identify and distinguish one person from another. Biometric information used by Vietcombank in Customer authentication such as face, fingerprint, finger and hand veins, voice, iris, etc. according to Vietcombank's regulations from time to time.
23. “SMS OTP Authentication Method”: is an authentication method in which the OTP code is sent via text message to the Customer's registered phone number.
24. “MPIN Authentication Method”: is an authentication method in which the Customer uses the VCB Digibank login password to authenticate the transaction.
25. “VCB-Smart OTP Authentication Method”: is an advanced Soft OTP authentication method, in which the OTP code is generated by the Smart OTP application. This application can be integrated into the VCB Digibank application (called integrated Smart OTP) or operate as a standalone application (called standalone Smart OTP). The OTP code is generated in combination with the code of each transaction. When performing a transaction, the VCB Digibank system generates a transaction code to notify the Customer, the Customer or the software automatically enters the transaction code into the Smart OTP application so that Smart OTP can generate the OTP code .
26. “Facepay Authentication Method”: is an authentication method using the Customer's biometric identification mark that matches the biometric data stored in the Customer's biometric database that has been collected and verified by Vietcombank, in which the verification is performed by: (i) comparing with the biometric data stored in the chip of the Customer's Citizen Identification Card (CCIC) issued by the Public Security agency, or (ii) through authentication of the Customer's electronic identification account created by the electronic identification and authentication system according to the Government's regulations on electronic identification and authentication, or (iii) through direct meeting with the Customer in the case of foreigners or Vietnamese people who do not have a chip-embedded ID/CCIC. Facepay authentication method can be used independently or used simultaneously with another authentication method (SMS OTP/VCB-Smart OTP) to authenticate transactions on Vietcombank's online transaction channels.
27. “Device-attached Biometric Authentication Method”: is an authentication method using a person's biometric factors attached to a smart handheld device to identify and distinguish one person from another.

3. Terms apply

1. These Terms and Conditions stipulate the rights and obligations of the Customer and Vietcombank and other contents related to registration, use of the Service and Authentication Methods that Vietcombank provides to the Customer when using the Service.
2. References to these Terms and Conditions shall (i) include all appendices, schedules, and other attachments to these Terms and Conditions and (ii) include all amendments, supplements or replacements (if any) of these Terms and Conditions as may be in effect from time to time.
3. Headings are for convenience only and shall not affect the interpretation of the relevant articles, sections or paragraphs of these Terms and Conditions.
4. Vietcombank understands that the Customer has accepted, committed to comply with and is responsible for updating these Terms and Conditions when:
   1. Customer registers to use any Service and/or authentication method; or
   2. The Customer follows the compliance commitment instructions on the respective Service Screen/Authentication Method Registration Screen; or
   3. The Customer has previously registered and continues to use any Service and/or authentication method since the effective date of the amended, supplemented or replaced Terms and Conditions as provided in Article 2 Section D of these Terms and Conditions.

B. SPECIFIC REGULATIONS ON PROVIDING AND USING E-BANKING SERVICE

1. Information Security

1. Vietcombank is responsible for keeping Customer information confidential, ensuring that Vietcombank's systems related to the Service are installed, designed with security, controlled and managed for risks, and comply with legal regulations related to the provision of Service applicable to credit institutions in each period.
2. The Customer commits to comply with these Terms and Conditions, follow Vietcombank's instructions and notes on safe transactions with the Service provided by Vietcombank on Vietcombank's official website, on the Service screen and/or at Vietcombank's transaction points.
3. The Customer commits to properly use, manage, keep confidential, ensure the safety of its Identification Factors and Electronic Signature, and take measures to prevent and stop the unauthorized use of such Identification Factors and Electronic Signature within its capacity.
4. The Customer shall change the Password upon request from the Service. The Customer should change the Password regularly and should not choose a Password that is personal, easy to guess and has been used before.
5. The Customer shall not disclose any details of the Identification Factors to any individual/organization, including Vietcombank staff or individuals/organizations providing technical support related to the use of the Service, except for providing the Service phone number to Vietcombank's customer support staff when the Customer contacts Vietcombank's 24/7 hotline to request support related to the Service used.
6. Customer do not declare any details of the Identification Factors on applications, websites and any other unofficial electronic information channels without being notified by Vietcombank on Vietcombank's official website from time to time.
7. Once logged in to use the Service, Customer shall not leave the Terminal Devices, Security Device, Service Screen or other device Customer uses to connect to the Service at any time or allow any other person to use such devices or to learn information related to the Identifiers on such devices.
8. Customer are responsible for checking carefully before downloading, installing, accessing any application/link on the device using the Service. At the same time, regularly update information on types of crimes, forms/fraudulent behaviors in electronic banking transactions.
9. If the Customer discovers or suspects that the Identification Factors and Electronic Signature are misappropriated or are not under their control, they must immediately change the Service's login password and immediately notify Vietcombank by contacting the 24/7 hotline at: 1900545413 (or any other number that Vietcombank announces from time to time for this purpose) or contacting any nearest Vietcombank transaction point.

2. Collection and use of Customer’s information

1. In order to provide the Service, the Customer agrees and commits to providing Vietcombank with accurate, truthful, complete and updated personal information in accordance with the regulations of each Service. In case the Customer refuses to provide the requested information, Vietcombank may consider refusing to provide the Service.
2. The Customer agrees to allow Vietcombank to use, store (including recording telephone conversations between Vietcombank and the Customer related to the Service), transfer, exchange and/or provide Customer’s information to individuals/organizations in accordance with the provisions of law, or at the request of competent state agencies.
3. The Customer agrees that from the time the Customer begins using the Service, Vietcombank may provide Customer’s information, information related to the Service to a Third Party and/or individual/organization representing Vietcombank to provide the Service to the Customer or process data related to the Service, for the purpose of providing the Service to the Customer or researching, evaluating to understand the customer's need to use banking products and Service, and other purposes as agreed between the Customer and Vietcombank, provided that the Third Party and/or such individual/organization has committed to Vietcombank to ensure the responsibility to keep information confidential and secure, manage and use the information provided within the scope of the agreement with Vietcombank and comply with relevant provisions of law.
4. The Customer undertakes to immediately notify Vietcombank in writing or in other forms as prescribed by Vietcombank from time to time of any changes related to personal information, including but not limited to email address, mobile phone number registered with Vietcombank, whether such changes arise due to changing to a new phone number, or ceasing to use the Service with the supplier, or losing the Terminal Devices, or any other reason.
5. The Customer agrees to exercise other rights and obligations under the General Transaction Conditions on Personal Data Protection as prescribed by Vietcombank.

3. Fee policy and collection method

1. Vietcombank has the right to collect fees from Customer and change fee policies related to registration, use and/or termination of Service and Customer's investigation requests.
2. The Customer agrees to make full payment of fees according to the fee policies and collection methods for the Service as prescribed by Vietcombank from time to time.
3. The Service fee schedule will be publicly announced by Vietcombank on Vietcombank's official website and notified to Customer when Customer perform the Service and posted at Vietcombank's transaction points. In case Vietcombank changes the Fee Policy and Fee Collection Method, (i) Vietcombank will notify Customer at least 07 Day before the effective date of the changes in the Fee Policy and Fee Collection Method by posting on Vietcombank's official website or at Vietcombank's transaction points and sending an email to the Customer's registered email address or sending a text message to the Customer's registered phone number or sending a letter to the Customer's registered address; and (ii) the Customer agrees/accepts the new fees and fee collection methods that will take effect if the Customer continues to use the Service from the date these fees and fee collection methods take effect.
4. The Customer shall actively pay for telecommunications service charges and other fees charged by the Customer's online service providers when the Customer uses the Service.
5. The Customer agrees to allow Vietcombank to debit any of the Customer's Payment Accounts to collect fees and financial obligations arising to be paid to Vietcombank when the Customer uses the Service.

4. Transaction time

1. Transaction Request made by Customer when using the Service will be processed by Vietcombank as soon as possible, based on the time of the Customer's Transaction Tequest and Vietcombank's regulations on transaction time and daily transaction deadline from time to time.
2. Transaction time and Transaction Deadline Of The Day for Transaction Request are announced by Vietcombank on Vietcombank's official website or on the Service Screen and may change from time to time depending on Vietcombank's Service provision capacity.

5. Termination of Service

1. Vietcombank will take reasonable measures to ensure the continuous operation of Vietcombank's system to serve the exploitation and use of the Service, except in the case of suspension/temporary suspension as prescribed in this Article 5.
2. The Customer has the right to stop/suspend its use of the Service at any time by notifying Vietcombank in writing and approved by Vietcombank or in any other manner that Vietcombank announces on Vietcombank's official website and/or sends notice to the Customer from time to time. After making the request to stop/suspend the Service, the Customer has the right to request Vietcombank to reopen the Service (applicable in case of suspension) or re-register for the Service (applicable in case of suspension) at Vietcombank's transaction channels announced in each period.
3. Vietcombank may suspend/temporarily suspend the provision of any Service to the Customer and will notify the Customer no later than 48 hours after such suspension/temporary suspension in the event that (i) this is necessary to protect the Customer against suspicions of existing or potential risks related to the occurrence or possibility of occurrence of Fraudulent Transactions, (ii) Vietcombank conducts unscheduled system maintenance, (iii) the Identification Factors used by the Customer to access the Service are reported as inaccurate exceeding the number of times prescribed by Vietcombank in each period, (iv) as required by law or competent state agencies, or (v) the Customer withdraws its consent to the general terms of personal data protection of Vietcombank, or (vi) the Customer violates these Terms and Conditions, or (vii) the Customer registers to use VCB Digibank electronically and is marked as a fake profile by Vietcombank or the Customer's default payment account using VCB Digibank is disabled. The Customer's Debit or Credit account is locked or the default payment account using VCB Digibank Service is closed, or (viii) for urgent or force majeure reasons as prescribed in these Terms and Conditions, or as prescribed by law.
4. Vietcombank will notify the Customer at least 05 Day before the date of temporary suspension of Service provision in cases where Vietcombank or a third party has a plan to repair or maintain the system and is required to temporarily suspend Service provision that is not covered by the cases specified in Section 5.3.
5. The suspension/temporary cessation of the provision of Service to the Customer for any reason shall not affect the execution of Transaction Request made prior to the suspension/temporary cessation of the provision of Service.
6. Vietcombank may temporarily suspend the provision of Service to the Customer in case the Customer's Payment Account does not have sufficient balance to collect the fee. Vietcombank will notify the Customer at least 05 Day before the suspension.
7. Vietcombank may stop providing Service to Customer who do not log in or do not transact (with Service that do not require login) within 12 consecutive months from the date of the last login or transaction. Vietcombank will notify Customer at least 05 Day before the suspension time.
8. In the event that all Customer Accounts/Cards are closed at the Customer's request or according to Vietcombank's Account/Card management policy or at the request of competent state agencies, Customer Service related to those Accounts/Cards (including Service linked to Vietcombank's partners) will be automatically stopped.

6. Customer Transaction Request

1. With Valid Transaction Request, Vietcombank is entitled to understand that the Customer has requested Vietcombank to execute the Transaction Request without any confirmation in any form from the Customer.
2. The Customer agrees that, in order to execute the Transaction Request, Vietcombank may independently process all of these Transaction Request or assign a Third Party to process part of these Transaction Request. In case of the participation of a Third Party, Vietcombank ensures that the Transaction Request will be processed in accordance with the provisions of these Terms and Conditions.
3. A Valid Transaction Request made through the use of the Customer's Identification Factors and/or Electronic Signatures is an irrevocable request. The Valid Transaction Request thereby bind the Customer's responsibilities and obligations to Vietcombank corresponding to the Service used by the Customer. The documents, certificates, and data related to the provision of Service and/or transactions of the Valid Transaction Request between Vietcombank and the Customer confirmed and stored by Vietcombank's system will be evidence of the Customer's transaction with Vietcombank and have legal value binding the Customer's responsibilities and obligations to Vietcombank corresponding to the Service/transactions performed by the Customer.
4. Vietcombank has the right to refuse Customer's Transaction Request in the following cases:
   1. The Transaction Request is outside the scope of the Service or does not contain sufficient Identification Factors of the Service; or
   2. Outside the transaction limit of the Service announced from time to time at Vietcombank's transaction points and/or on Vietcombank's official website; or
   3. The amount of the Transaction Request exceeds the available balance on the Client's Account (applicable to cases where the Account is used for trading); or
   4. The Customer's Card is invalid or the amount of the Transaction Request exceeds the available balance and/or exceeds the limits of the Customer's card (applicable to cases where the Card is used for transactions); or
   5. Vietcombank detects or suspects that the Customer's transaction has signs of fraud or potential risk of fraud; or
   6. Request for suspicious transactions according to the provisions of law and Vietcombank's internal regulations on preventing money laundering, terrorist financing, financing the proliferation of weapons of mass destruction, complying with embargoes or
   7. Vietcombank complies with the provisions of law or requests of competent state agencies.
5. The Customer has the right to request an investigation or complaint about Transaction Request that have been made within 60 Day from the date Vietcombank processes the Customer's Transaction Request. Particularly for payment transactions from cards, the time period for Customer to request an investigation or complaint is specified in the Terms and Conditions for Issuance and Use of Vietcombank Cards.
6. Vietcombank is obliged to process requests for verification and complaints about completed Transaction Request within 30 Working Day from the date of receiving the first request for verification and complaint from the Customer via the 24/7 hotline at: 1900545413 (or any other number notified by Vietcombank from time to time for this purpose) or via electronic means as notified from time to time by Vietcombank or at any Vietcombank transaction point. Particularly for payment transactions from cards, the time for Vietcombank to process verification and complaints is specified in the Terms and Conditions for issuance and use of Vietcombank cards.
7. The handling of investigation results and complaints related to transactions with criminal elements is the responsibility of competent state agencies.
8. In case the competent state agency announces the settlement result with criminal elements, the case will be resolved according to the provisions of law and Vietcombank will notify the Customer of the investigation and complaint results after the settlement result of the competent state agency is available.
9. In case the competent state agency announces the settlement result without any criminal elements, within 15 Working Day from the date of conclusion of the competent state agency, Vietcombank is responsible for negotiating with the Customer on the plan to handle the results of the investigation and complaint.
10. In case Vietcombank, the Customer and related parties cannot reach an agreement and/or do not agree with the process of requesting an investigation or complaint, the dispute resolution will be carried out in accordance with the provisions of law.

7. Customer's responsibility for losses and damages arising from transactions

1. The Customer is responsible for any loss or damage caused by errors or exploitation or fraud during the use of the Service caused by the Customer, including but not limited to the Customer losing confidential information using the Service due to lost equipment, the Customer proactively providing confidential information using the Service for others to use, the Customer using equipment that has been interfered with in software/hardware,...
2. Customer are responsible for promptly notifying Vietcombank when they discover errors or mistakes in payment transactions or suspect that transaction information is being exploited.
3. The Customer shall be exempt from liability for losses and expenses directly caused by:
   1. Errors of Vietcombank's officers and employees or of Third Parties in the process of providing Service in case the Customer has properly and fully complied with Vietcombank's relevant regulations when using the Service; or
   2. Errors appearing on the Service system and other related systems of Vietcombank, except for errors that have been warned by Vietcombank's notice posted on the Service screen and/or Vietcombank's official website.

8. Vietcombank's responsibility for Customer's loss and damage

1. Vietcombank is responsible for losses and costs directly and actually incurred due to (i) errors of Vietcombank's officers and employees in cases where the Customer has properly and fully complied with Vietcombank's relevant regulations when using the Service and (ii) errors appearing on the Service system and other relevant systems of Vietcombank, except for errors that have been warned by Vietcombank through notices posted on the Service screen and/or Vietcombank's official website.
2. Within 05 Working Day from the date Vietcombank notifies the Customer that Vietcombank will be responsible for the losses and damages specified in Article 8, Clause 8.1, Section B, Vietcombank will compensate the Customer for the losses and damages according to the actual agreement between Vietcombank and the Customer or according to current regulations of law.
3. Vietcombank is exempted from liability for direct or indirect damages suffered by the Customer arising from or due to at least one of the following factors:
   1. Transaction Request are made by someone other than the Client .
   2. Vietcombank's refusal of Customer's request in the cases stated in Article 6, Clause 6.4, Section B.
   3. In any case where the Customer has not properly and fully implemented the contents and regulations on information security as stipulated in Article 1, Section B.
   4. Any information provided by the Customer to Vietcombank is not accurate/true/complete/updated.
   5. Valid Transaction Request that have been executed by Vietcombank cannot be cancelled or modified or denied.
   6. Any incompatibility or mismatch between the Customer Terminal and the Service.
   7. Vietcombank's suspension/temporary suspension of Service is in accordance with the provisions of Article 5, Section B.
   8. Any mechanical failure, information transmission network system error of telecommunication Service providers, disputes or other cases beyond the control of Vietcombank (including but not limited to force majeure events specified in Article 8, Clause 8.3 (xiii) Section B) resulting in the inability to provide timely or inability to perform part or all of the Service according to the Customer's Transaction Request.
   9. Disputes and complaints (if any) arising between the Customer and the beneficiary individuals/organizations. Upon receiving a Valid Payment Request, Vietcombank will comply with the Service regulations.
   10. Disputes and complaints (if any) arising between the Customer and a third party related to goods and Service provided by the third party to the Customer are not within the scope of Vietcombank's Service.
   11. The computer system or any other electronic device that the Customer uses to connect to the Service is damaged or attacked, resulting in the disclosure and/or unauthorized use of information about the Customer's Account, Card or transaction by a third party.
   12. The Customer's phone number or mobile devices using the Service registered with Vietcombank have been transferred to another person without prior notice to Vietcombank by the Customer.
   13. Any force majeure event that occurs objectively, is unforeseeable and cannot be overcome despite Vietcombank applying all necessary and permissible measures or objective obstacles due to objective circumstances that make Vietcombank unable to know or unable to perform its rights and obligations; or
   14. Prohibited transactions or other cases as prescribed by law.

C. SPECIFIC REGULATIONS ON REGISTRATION AND USE OF AUTHENTICATION METHODS

1. Conditions for using authentication method

1. Device-attached Biometric Authentication Method
   • Have a mobile device (smartphone or tablet) that has the ability to unlock the device using biometric methods.
2. Facepay Authentication Method
   • Have a valid ID card/CCIC without chip/CCIC with chip according to the law.
   • Register facial biometric personal information.
   • Have a level 2 electronic identification account (electronic identification account) (depending on the form of Facepay Authentication Method registration).
3. SMS OTP Authentication Method
   • Customer who have registered to use VCB Digibank or banking Service that require authentication as prescribed by Vietcombank from time to time.
   • Have mobile devices connected to telecommunications networks according to Vietcombank's regulations from time to time.
4. MPIN Authentication Method
   • Registered to use VCB Digibank.
5. VCB-Smart OTP Authentication Method
   • Have a mobile device (smartphone or tablet) using the operating system as prescribed by Vietcombank from time to time. Note: VCB-Smart OTP authentication method does not support mobile devices that have been intervened at the operating system level (jail break, unlock, rooted...).
   • Mobile devices satisfy Vietcombank's information security requirements from time to time.
   • Set the date and time information on the device to automatic mode and set a password for the mobile device.
   • Complete downloading, installing and activating the Smart OTP application on the Customer's mobile device.

2. Service scope and applicable transaction limits

• Depending on the provisions of law and Vietcombank's policies from time to time, Vietcombank stipulates the detailed scope of application of each authentication method corresponding to each type of Service Vietcombank provides to Customer and the transaction limit applied according to each type of authentication method.
• The scope of application and transaction limits will be notified to Customer by Vietcombank through one or more of the following channels: Vietcombank's official website; notification at Vietcombank's transaction points; VCB Digibank Web/App version; sent to email or mobile phone or postal address provided by the Customer to Vietcombank.

3. Customer Rights and Obligations

1. Customer Rights
   • Have the right to use Authentication Methods provided by Vietcombank.
   • Request Vietcombank to update registration information, request to re-issue password, lock, unlock/reactivate authentication method according to the registration update procedure prescribed by Vietcombank. Vietcombank will carry out the Customer's request after checking and accepting this request.
   • For Facepay Authentication Method, Customer have the right to request to register/change facial biometric data according to Vietcombank's personal information registration/update process prescribed from time to time.
   • Have the right to register to change the Authentication Method, transaction limit of the authentication method within the allowable limits corresponding to the Service package.
   • Have the right to complain to Vietcombank about errors and violations (if any) arising during the use of Authentication Methods according to the provisions of law, except for errors and violations arising from the Customer. Complaints will be made according to the regulations of each banking Service that the Customer uses.
   • The customer has the right to request to stop using the authentication method.
   • Exercise other rights of the Customer as prescribed in these Terms and Conditions and relevant provisions of law.
2. Customer Obligations
   • Customer are responsible for ensuring that the registration process and the use of Authentication Methods are accurate and complete in accordance with Vietcombank's instructions.
   • The Customer is responsible for securing the devices that install the Authentication Method or the OTP code receiving device, taking measures to prevent and prevent unauthorized use of such devices to the best of its ability.
   • Fully responsible for installing the independent Smart OTP application on mobile devices authenticated by the activation code sent to the Customer's VCB-Smart OTP registered phone number.
   • Fully responsible for activating Smart OTP integrated on VCB Digibank application.
   • Fully responsible for registering/changing/using facial biometric data on VCB Digibank application.
   • The Customer is obliged to keep confidential the information of the Authentication Method and/or other related information provided by Vietcombank or provided by the Customer to Vietcombank. Any transaction authenticated through the username, password and authentication method provided by Vietcombank to the Customer is understood as a transaction performed at the Customer's will.
   • Only Authentication Methods provided by Vietcombank on official transaction channels, as prescribed by Vietcombank from time to time, are legally valid and binding on the parties involved.
   • The Customer agrees to let Vietcombank automatically debit any of the Customer's payment accounts to collect fees and financial obligations arising to be paid to Vietcombank when the Customer uses the Authentication Method.
   • Fully responsible when username, password, authentication information is disclosed, stolen, or exploited due to reasons originating from the Customer, even when this document expires.
   • When there is a need to stop using the Authentication Method, the Customer is responsible for notifying Vietcombank in one of the following forms according to Vietcombank's regulations in each period, including: contacting Vietcombank's legal transaction point, requesting on VCB Digibank Web version or App, calling Vietcombank's Customer Support Center - VCC, texting to the short number according to Vietcombank's regulations in each period.
   • Update information at Vietcombank transaction points in case the Customer has a change in the phone number to receive the OTP code.
   • Perform other obligations as prescribed in these Terms and Conditions, the agreement between the parties and the provisions of law.

4. Rights and obligations of Vietcombank

1. Rights of Vietcombank
   • Not responsible for any damage caused by Customer's failure to disclose username, password, information, Authentication Method for any reason.
   • Not responsible if the Customer uses software, documents or follows instructions not provided by Vietcombank.
   • Send information about Vietcombank's Authentication Methods to Customer in one or more of the following forms: Notification at Vietcombank's transaction points, notification on Vietcombank's official website, notification via VCB Digibank or; send to email or mobile phone or postal address provided by the Customer to Vietcombank.
   • Vietcombank has the right to proactively stop providing Authentication Methods to Customer when:
     • For reasons beyond Vietcombank's control, prevention and anticipation, Vietcombank is no longer able to provide Authentication Methods or the Customer is no longer eligible to use Authentication Methods according to the content of these Terms and Conditions and other relevant regulations of Vietcombank, or the Customer's authorized representative is not approved by Vietcombank.
     • Due to changes in state legal policies, Vietcombank cannot continue to provide Service to Customer.
     • Other cases as prescribed by law and Vietcombank from time to time.
     • In case Vietcombank proactively stops providing Authentication Methods to Customer, Vietcombank will notify Customer in one of the following forms: Notification on the website, notification on Vietcombank's application, written notification, email and other forms in each period about Vietcombank stopping providing Authentication Methods.
   • Exercise the rights stipulated in other provisions of these Terms and Conditions, Vietcombank's internal regulations and relevant provisions of law.
2. Obligations of Vietcombank
   • Comply with current legal regulations on security and safety in e-banking transactions.
   • Provide Authentication Methods within the scope of Customer registration and agreement with Vietcombank.
   • Keep Customer information confidential according to the provisions of law. Vietcombank only provides information related to Customer, information about Customer transactions to third parties with the permission of the Customer or at the request of, according to the provisions of law; or provide to Vietcombank employees competent State agencies, third parties and/or individuals/organizations representing Vietcombank to provide Service to Customer when these employees, third parties need to know the information to process data, execute transaction orders via Vietcombank's electronic banking or resolve disputes (if any) between the Customer and Vietcombank related to the implementation of the provisions in this document, provided that the third party and/or such individual/organization has a commitment to Vietcombank to ensure the responsibility to keep the information provided confidential.
   • Ensure Customer rights when authenticating transactions using Authentication Methods that Vietcombank provides to Customer.
   • Block the Customer's right to use Authentication Methods upon receiving notification from the Customer of the loss of the authentication device and/or disclosure of the Customer's authentication method login information.
   • Resolve Customer complaints related to the use of Vietcombank's Authentication Methods.
   • Perform Vietcombank's obligations as stipulated in other provisions of these Terms and Conditions.

5. Troubleshooting during Customer authentication method use

• The Customer needs to immediately call Vietcombank's Customer Support Center - VCC; or go to Vietcombank's transaction points for instructions on how to handle the situation if:
  • The Customer cannot access the VCB-Smart OTP application or suspect that their username, password, or authentication information has been disclosed or they have forgotten their password or username; or
  • The Customer discovers any problems or operational or technical issues related to the security of the Authentication Method's operation.
• In case the Customer enters the wrong login password of the Authentication Method (applicable to VCB-Smart OTP) more than the maximum number of times as prescribed by Vietcombank in each period, the Customer's access will be locked. Depending on Vietcombank's policy from time to time, the Customer can request to reactivate/unlock the application/device at Vietcombank's transaction points or on VCB Digibank.

6. Disclaimers

Vietcombank is not responsible for any damages or losses of Customer arising from/due to:

2. The Customer discloses authentication information and/or other information related to the transaction, authentication method to others in any form; or
3. Interruptions, delays, unavailability or any incidents occurring during the process of checking information and obtaining authentication codes on the Authentication Methods that the Customer registers due to reasons beyond the reasonable control of Vietcombank including but not limited to: interruptions, disconnections of Vietcombank's system (including reasons that need to be upgraded or repaired to better serve the Customer), transmission problems of Internet Service providers, transmission problems of telecommunications networks, power failures, force majeure events such as epidemics, disasters, wars, terrorism, natural disasters, floods, fires, lightning strikes and/or other force majeure events occurring; or
4. Incidents related to the Customer's equipment (including operating system failures); or
5. Customer's Equipment is used by others with or without the Customer's consent; or
6. Vietcombank's implementation follows the decisions of competent state agencies.

D. CHANGES TO THE CONTENT OF TERMS AND CONDITIONS

1. Vietcombank may amend, supplement or replace the contents of these Terms and Conditions by posting the amended and supplemented Terms and Conditions on Vietcombank's official website and posting them at Vietcombank's transaction points and sending them to the Customer's registered email address or other notification methods in Article 1, Clause 1.1, Section F of these Terms and Conditions.
2. Vietcombank is responsible for notifying and providing reasonable time for the Customer to study the changes to these Terms and Conditions before the time of application, except in cases where such changes must be implemented immediately according to the provisions of law and/or at the request of competent state agencies. If the Customer continues to use the Service and/or authentication method from the date the amended, supplemented or replaced Terms and Conditions are applied according to Vietcombank's notice, it is understood that the Customer accepts such changes and Vietcombank does not need to obtain any further approval from the Customer.
3. Vietcombank has the right to change the website address, Service screen interface, contact information and notify Customer of these changes.

E. INTELLECTUAL PROPERTY RIGHTS

Intellectual property objects such as trademarks, designs, symbols, languages, images, reports and other information provided by Vietcombank on the Service are the property of Vietcombank. Any copying, changing, modifying and using such confusingly similar trademarks/brands, designs, symbols, languages, images, reports and information in any manner or for any purpose without the written permission of Vietcombank is considered a violation and will be handled in accordance with the provisions of law.

F. OTHER CONTENTS

1. Notification

1. The Customer is deemed to have received notice from Vietcombank if Vietcombank has notified the Customer in one/some of the following forms:
   1. published on Vietcombank's official website.
   2. listed at Vietcombank transaction points.
   3. notified via VCB Digibank Service App/Web version.
   4. is sent by Vietcombank to the email address that the Customer registered with Vietcombank via the internet.
   5. has been sent to the contact address that the Customer has registered with Vietcombank.
   6. sent to the phone number that the Customer has registered to use the Service or has registered with Vietcombank based on the confirmation of the Service provider sending the message; or provided by customer support staff from Vietcombank's telephone switchboard or Vietcombank's automatic switchboard according to the phone number announced from time to time on Vietcombank's official website.
2. Vietcombank is deemed to have received notice from the Customer regarding the Transaction Request on the actual date Vietcombank receives such notice.
3. Any request for investigation or complaint related to the Customer's Account/Card during the use of the Service must be made in writing by the Customer and sent directly to any Vietcombank transaction point or sent via electronic means as notified by Vietcombank from time to time (except for the case of request for investigation or complaint related to errors due to Vietcombank's fault as prescribed in Article 8, Clause 8.1, Section B and errors due to the fault of the Third Party as prescribed in Article 8, Clause 8.3, Section B of these Terms and Conditions), even if Vietcombank has received the request for investigation or complaint via the 24/7 hotline at: 1900545413 (or any other number that Vietcombank notifies from time to time for this purpose).
4. The Customer agrees to receive advertising and promotional information about Vietcombank's products, Service, and programs and notifications related to the use of the Customer's Service via registered email, text messages, phone calls or other methods that Vietcombank announces from time to time on Vietcombank's official website. The Customer has the right to register/refuse to receive advertising and promotional notifications from Vietcombank according to the methods that Vietcombank announces from time to time on Vietcombank's official website.

2. Partial Invalidity: If any provision of the Terms and Conditions is declared by a court or other competent governmental authority to be invalid or unenforceable in any manner, the validity, legality and enforceability of the remaining provisions of these Terms and Conditions shall not be affected thereby.

3. Governing law and dispute resolution body:

1. These Terms and Conditions are governed by the laws of Vietnam.
2. Any dispute arising from or relating to these Terms and Conditions shall be resolved through negotiation between the parties.
3. In case of failure to negotiate, the dispute shall be resolved at the competent People's Court where Vietcombank's headquarters is located at the time of filing the lawsuit.

4. Language:

These Terms and Conditions are prepared in Vietnamese and translated into English. In the event of any conflict between the Vietnamese version and the English translation, the Vietnamese version shall prevail.

G. EFFECT OF TERMS AND CONDITIONS

1. These Terms and Conditions are effective from the date the Customer accepts these Terms and Conditions in the manner specified in Article 3, Section 3.4 Section A of these Terms and Conditions until the Customer stops using the Service/stops using all Authentication Methods.
2. In the event that the Customer has discontinued using the Service/authentication method, the Customer shall remain bound by these Terms and Conditions and other agreements relating to the Customer's rights and responsibilities which the Customer has not fully performed at the time of discontinuing the Service/authentication method.
3. These Terms and Conditions are understood to replace the “Terms and Conditions for Using Electronic Banking Service for Individual Customer” and “Terms and Conditions for Registration and Use of Authentication Methods for Individual Customer” applied by Vietcombank before the effective date of these Terms and Conditions.
4. The Customer confirms that he/she has read, understood and committed to comply with these Terms and Conditions, other regulations of Vietcombank and current laws of Vietnam related to the use of the Service and/or authentication method.

H. VIETCOMBANK CONTACT INFORMATION

1. Vietcombank's official website: www.vietcombank.com.vn
2. Hotline 24/7: 1900545413;
3. Vietcombank transaction point network: posted on Vietcombank's official website;
4. Head office:

Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcombank)

Address: No. 198 Tran Quang Khai, Hoan Kiem District, Hanoi, Vietnam

Phone: (84-24) 3934 3137

Fax: (84-24) 3936 5780