Service usage terms and conditions

CONTRACTUAL RELATIONSHIP

These Terms of Use (“Terms”) constitute a legal agreement governing the access or use of the Btaskee mobile application (the “Service”) which owned and operated by Btaskee Company Limited. These Terms are between you, an individual accessing or using the Service from within Vietnam (“you”), and Btaskee Company Limited (the ‘Company’). PLEASE READ THESE TERMS CAREFULLY BEFORE ACCESSING OR USING THE SERVICE. In this Agreement, the words “including” and “include” mean “including, but not limited to.” If you are using the Service outside of Vietnam, then these terms of service are not applicable to you. Please email us at support@btaskee.com for the terms to use Btaskee outside of Vietnam.

Your access and use of the Service constitutes your agreement to be bound by these Terms. If you do not agree to these Terms, you may not access or use the Service. These Terms expressly supersede prior agreements or arrangements with you with respect to the Service. Btaskee may immediately terminate these Terms or the Service with respect to you, or generally cease offering or deny access to the Service or any portion thereof, at any time.

Btaskee may amend the Terms related to the Service from time to time. Amendments will be effective upon Btaskee’s posting of such updated Terms at this location or on the Service. Your continued access or use of the Service after such posting constitutes your consent to be bound by the Terms, as amended.

Btaskee’s Privacy Policy located at https://www.btaskee.com/en/privacy/ applies to the use of the Service, and is made a part of these Terms by this reference, notwithstanding any contrary statements in the Privacy Policy.

THE SERVICES

License

Subject to your compliance with these Terms, Btaskee grants you a limited, non-exclusive, non-sublicensable, revocable, non-transferrable license to access and use the Service on your personal device solely for your personal, noncommercial use. You agree not to use the Service for any other purpose. Any rights not expressly granted herein are reserved by Btaskee and Btaskee’s licensors.

Restrictions

You may not: (i) remove any copyright, trademark or other proprietary notices from any portion of the Service; (ii) reproduce, modify, prepare derivative works based upon, distribute, license, lease, sell, resell, transfer, publicly display, publicly perform, transmit, stream, broadcast or otherwise exploit the Service except as expressly permitted by Btaskee; (iii) decompile, reverse engineer or disassemble the Service except as may be permitted by applicable law; (iv) cause or launch any programs or scripts for the purpose of scraping, indexing, surveying, or otherwise data mining any portion of the Service or unduly burdening or hindering the operation and/or functionality of any aspect of the Service; or (v) attempt to gain unauthorized access to or impair any aspect of the Service or its related systems or networks.

Third-Party Service and Content

The Service may be made available or accessed in connection with third-party services and content (including advertising) that Btaskee does not control. You acknowledge that different terms of use and privacy policies may apply to your use of such third-party services and content. Btaskee does not endorse such third party services and content and in no event shall Btaskee be responsible or liable for any products or services of such third party providers. Additionally, Apple Inc. and Google, Inc. will be a third-party beneficiary to this contract if you access the Service using Apple iOS or Android-powered mobile devices, respectively. These third-party beneficiaries are not parties to this contract and are not responsible for the provision or support of the Service in any manner. Your access to the Service using these devices is subject to terms set forth in the applicable third-party beneficiary’s terms of service.

Ownership

The Service and all rights therein are and shall remain Btaskee’s property or the property of Btaskee’s licensors. Neither these Terms nor your use of the Service convey or grant to you any rights: (i) in or related to the Service except for the limited license granted above; or (ii) to use or reference in any manner Btaskee’s company names, logos, product and service names, trademarks or services marks or those of Btaskee’s licensor.

YOUR USE OF THE SERVICE

User Accounts

In order to use most aspects of the Service, you must register for and maintain an active personal user Service account (“Account”). You must be at least 18 years of age, or the age of legal majority in your jurisdiction (if older than 18), to obtain an Account. Account registration requires you to submit to Btaskee certain personal information, such as your name, address, email address, mobile phone number and age, as well as your banking information. You agree to the collection, processing, disclosure and transfer of any personal information that you provide to Btaskee under these Terms of Use, and that you have read and understood and you agree to Btaskee’s privacy policy located at https://www.btaskee.com/en/privacy/. You agree to maintain accurate, complete, and up-to-date information in your Account. Your failure to maintain accurate, complete, and up-to-date Account information may result in your inability to access and use the Service or Btaskee’s termination of these Terms with you. You are responsible for all activity that occurs under your Account, and you agree to maintain the security and secrecy of your Account username and password at all times. Unless otherwise permitted by Btaskee in writing, you may only possess one Account.

User Requirements and Conduct

The Service is not available for use by persons under the age of 18 or the age of legal majority in your jurisdiction (if older than 18). You may not authorize third parties to use your Account, and you may not assign or otherwise transfer your Account to any other person or entity. You agree to comply with all applicable laws when using the Service, and you may only use the Service for lawful purposes. In certain instances, Btaskee may require you to provide proof of identity to access or use the Service, and you agree that you may be denied access or use of the Service if you refuse to provide proof of identity. Through the Service, you may elect to share certain third party personally-identifiable information with Btaskee, including, without limitation, first and last name, email address, mailing address, and phone number (each of the foregoing, “Contact Information”). You hereby represent and warrant that (i) you have, prior to the uploading of any third-party information, obtained the requisite consent required under applicable law directly from each individual of whom you are sharing Contact Information, including but not limited to, express consent to Btaskee’s collection, use and storage of such individual’s personal information for the purpose of this Terms of Use, and express agreement to Btaskee’s Privacy Policy referred to above, (ii) you have any other rights, licenses, consents and releases required under applicable law to share Contact Information with Btaskee, including, without limitation, consents required under the applicable data privacy law (including Vietnam’s Civil Code, Law on Network Information Security, and Decree 72/2013/ND-CP), (iii) you will not share Contact Information of any individuals less than 18 years of age, or the legal age of majority in their jurisdiction if older than 18, (iv) your sharing of Contact Information will not infringe, misappropriate, or violate a third party’s proprietary rights, or rights of publicity or privacy, or obligations of confidentiality, or result in any violation of any applicable law or regulation, and (v) to the best of your knowledge, the Contact Information shall be accurate and not misleading. You understand and agree that Btaskee may, in its sole discretion, terminate your access to the Service or withhold or cancel payment of any referral award amounts payable to you under these Terms in the event of (a) any actual or suspected fraudulent activity by you or in relation to your use of the Service, (b) any actual or suspected violation of applicable law by you or in relation to your use of the Service, or (c) any actual or suspected violation of these Terms. The Service is not intended for use while operating a vehicle.

All behaviours of purpose to induce customers on bTaskee’s system are stricly prohibited. The inducement customers on bTaskee’s system is concerned as the private negotiation with bTaskee’s customer (include Maid) to provide services of bTaskee without bTaskee’ system. bTaskee has the right to refuse or block account without the anouncement to the subject. For each customer (including Maid), you must to compensate to bTaskee 5.000.000vnd/ per person.

Text Messaging

By creating an Account, you agree and expressly consent that the Service may send you informational text (SMS) messages as part of the normal business operation of your use of the Service. You may opt-out of receiving text (SMS) messages from Btaskee at any time by emailing STOP to our contact email at support@btaskee.com along with your phone number. You acknowledge that opting out of receiving text (SMS) messages may impact your use of the Services.

User Provided Content

Btaskee may, in Btaskee’s sole discretion, permit you from time to time to submit, upload, publish or otherwise make available to Btaskee through the Service textual, audio, and/or visual content and information, including commentary and feedback related to the Service (“User Content”). Any User Content provided by you remains your property. However, by providing User Content to Btaskee, you grant Btaskee a worldwide, perpetual, irrevocable, transferrable, royalty-free license, with the right to sublicense, to use, copy, modify, create derivative works of, distribute, publicly display, publicly perform, and otherwise exploit in any manner such User Content in all formats and distribution channels now known or hereafter devised (including in connection with the Service and Btaskee’s business and on third-party sites and services), without further notice to or consent from you, and without the requirement of payment to you or any other person or entity. If any applicable laws and regulations provide that certain rights in any User Content cannot be effectively assigned or licensed to Btaskee, then you irrevocably waive and agree not to exercise or assert any rights to any such User Content worldwide, or object Btaskee’s use of any such rights, including all moral rights, rights of attribution, identification of authorship, limitation on subsequent modification or other personal rights in the User Content, during and after the performance of Service.

You represent and warrant that: (i) you either are the sole and exclusive owner of all User Content or you have all rights, licenses, consents and releases necessary to grant Btaskee the license to the User Content as set forth above; and (ii) neither the User Content nor your submission, uploading, publishing or otherwise making available of such User Content nor Btaskee’s use of the User Content as permitted herein will infringe, misappropriate or violate a third party’s intellectual property or proprietary rights, or rights of publicity or privacy, or result in the violation of any applicable law or regulation.

You agree to not provide User Content that is defamatory, libelous, hateful, violent, obscene, pornographic, unlawful, or otherwise offensive, as determined by Btaskee in its sole discretion, whether or not such material may be protected by law. Btaskee may, but shall not be obligated to, review, monitor, or remove User Content, at Btaskee’s sole discretion and at any time and for any reason, without notice to you.

Network Access and Devices

You are responsible for obtaining the data network access necessary to use the Service. Your mobile network’s data rates and fees may apply if you access or use the Service from a wireless-enabled device. You are responsible for acquiring and updating compatible hardware or devices necessary to access and use the Service and any updates thereto. Btaskee does not guarantee that the Service, or any portion thereof, will function on any particular hardware or devices. In addition, the Service may be subject to malfunctions and delays inherent in the use of the Internet and electronic communications.

PAYMENT

You may choose to pay for the services by cash and where available, by credit card and or debit card (“Card”).

In the event that you choose to pay for the services by Card, you will need to register a valid Card which belongs to you in accordance with the instructions within the Application.

If the Card belongs to another person, such as your spouse, you hereby warrant and agree that you have obtained their permission to use the Card for the payment of the services.

You agree that we may verify and authorize your Card details when you first register the Card with us as well as when you use the Service.

You agree that we may issue a reasonable authorization hold, which is not an actual charge against your Card, in order to verify your payment method via your Card. The hold may appear in your statement as “pending”. The authorization hold is issued as a preventive measure against any unauthorized or fraudulent usage of your Card.

In the event your payment by your Card is processed overseas, you will be liable for any additional charges in relation thereto.

Once your task have completed, you are required to make payment in full to the third party service provider and your payment will be deducted automatically and is non-refundable. If you have any complaints in relation to the service provided, then that dispute must be taken up with the third party service provider directly.

The Company has the right to suspend the processing of any transaction where it reasonably believes that the transaction may be fraudulent, illegal or involves any criminal activity or where the Company reasonably believes you to be in breach of the Terms of Use.

You agree that you will cooperate in relation to any financial crime screening that is required and to assist the Company in complying with any prevailing laws or regulations in place.

DISCLAIMERS; LIMITATION OF LIABILITY; INDEMNITY

DISCLAIMER

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” BTASKEE DISCLAIMS, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ALL REPRESENTATIONS AND WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, NOT EXPRESSLY SET OUT IN THESE TERMS, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. IN ADDITION, BTASKEE MAKES NO REPRESENTATION, WARRANTY, OR GUARANTEE THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE. YOU AGREE THAT YOU BEAR THE ENTIRE RISK ARISING OUT OF YOUR USE OF THE SERVICE. THIS DISCLAIMER DOES NOT ALTER YOUR RIGHTS AS A CONSUMER TO THE EXTENT NOT PERMITTED BY APPLICABLE LAW.

LIMITATION OF LIABILITY

BTASKEE SHALL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES, INCLUDING LOST PROFITS, LOST DATA, PERSONAL INJURY, OR PROPERTY DAMAGE RELATED TO, IN CONNECTION WITH, OR OTHERWISE RESULTING FROM ANY USE OF THE SERVICE, EVEN IF BTASKEE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. BTASKEE SHALL NOT BE LIABLE FOR ANY DAMAGES, LIABILITY OR LOSSES ARISING OUT OF YOUR USE OF OR RELIANCE ON THE SERVICE OR YOUR INABILITY TO ACCESS OR USE THE SERVICE. BTASKEE SHALL NOT BE LIABLE FOR DELAY OR FAILURE IN PERFORMANCE RESULTING FROM CAUSES BEYOND BTASKEE’S REASONABLE CONTROL. IN NO EVENT SHALL BTASKEE’S TOTAL LIABILITY TO YOU IN CONNECTION WITH THE SERVICE FOR ALL DAMAGES, LOSSES AND CAUSES OF ACTION EXCEED 100 EURO (EUR 100) OR THE EQUIVALENT AMOUNT IN LOCAL CURRENCY.

THESE LIMITATIONS DO NOT PURPORT TO LIMIT LIABILITY THAT CANNOT BE EXCLUDED UNDER APPLICABLE LAW.

Indemnity

You agree to indemnify and hold Btaskee and its officers, directors, employees and agents, harmless from any and all claims, demands, losses, liabilities, and expenses (including attorneys’ fees), arising out of or in connection with: (i) your use of the Service; (ii) your breach or violation of any of these Terms; (iii) your sharing of Contact Information with Btaskee; (iv) Btaskee’s use of Contact Information or User Content; or (v) your violation of the rights of any third party.

OTHER PROVISIONS

Notice

The Company may give notice by means of a general notice on the Service, electronic mail to your email address in your account (if you have created an account), or by written communication sent by pre-paid post or courier to your address listed in your Account. Such notice shall be deemed to have been given upon the expiration of 48 hours after mailing or posting (if sent by pre-paid post or courier) or 12 hours after sending (if sent by email). You may give notice to Btaskee, with such notice deemed given when received by Btaskee, at any time by first class mail, pre-paid post or courier to Btaskee, 5B03-15 Sky Garden 2, Pham Van Nghi Bac street, Phu My Hung, Tan Phong ward, district 7, Ho Chi Minh city, Vietnam.

General

You may not assign these Terms without Btaskee’s prior written approval. Btaskee may assign these Terms without your consent to: (i) a subsidiary or affiliate; (ii) an acquirer of Btaskee’s equity, business or assets; or (iii) a successor by merger. Any purported assignment in violation of this section shall be void. No joint venture, partnership, employment, or agency relationship exists between you or Btaskee as a result of these Terms or use of the Service. If any provision of these Terms is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall be enforced to the fullest extent under law. Our failure to enforce any right or provision in these Terms shall not constitute a waiver of such right or provision unless acknowledged and agreed to by Btaskee in writing.

REFUND POLICY

1. In which case will I not be charged a cancellation fee?

• The payment method is bPay and Cash
  
  • Cancellation within 10 minutes after posting the task.
  • No tasker accepts the task.
  • Cancellation at least 6 hours before working time.
• The payment method is E-wallet, Visa/Mastercard,..
  
  • Cancellation within 10 minutes after posting the task.
  • Cancellation within 6 hours before starting the task if there is no Tasker to accept the task.

2. How is the cancellation fee being applied

• The payment method is bPay and Cash
  
  • 20,000đ for cancellation from 1 hour to 6 hours before working time.
  • 30% value of the task for cancellation within 1 hour before working time.
• The payment method is E-wallet, Visa/Mastercard,..
  
  • 5% of the task value (minimum 20,000vnd) for cancellation before 1 hours before working time.
  • 30% of the task value (maximum 100.000vnd) for cancellation within 1 hour before working time.

3. Subscription

Cancellation and refund of paid subscription: bTaskee supports one of two refund options below:

• Refund via bPay: bTaskee will refund the total amount of unused tasks.
• Refund via transfer internet banking: bTaskee will refund the total amount of unused tasks minus 20% of the total invoice.

4. How to request a refund ?

• For cancelation, please use the cancelation feature in the application.
• For other situations, please contact our customer support at support@btaskee.com

REFERRAL AWARD

Through your use of the Service, you may be eligible to receive payment of a referral award from Btaskee for valid referrals of new cleaners who partner with Btaskee in Vietnam, subject to the terms and conditions set forth in the Service (which may include, without limitation, a minimum number of trips that the referred cleaning partner must complete within a maximum amount of time after the time of referral). Without limiting the foregoing, you will only be eligible to a referral award for partners who are new partners to the Btaskee platform and who were first referred to Btaskee by you through your valid use of the Service. You agree that Btaskee is not responsible for any referral award that is not paid to you due to your failure to provide and maintain accurate Account information, including, without limitation, accurate banking information.

LICENSED CLEANING COMPANIES

You acknowledge and confirm that pursuant to the applicable cleaning laws and regulations in your jurisdiction (including on rental cleaning services), any person that you refer to through the Service must be a current employee and/or member of an entity which holds all applicable licenses to conduct cleaning business activities in your jurisdiction. Accordingly, any such person referred by you who is not already an employee of an entity that holds all applicable cleaning business licenses, will be referred to such an entity for processing and shall be subject to its terms and conditions of employment applicable from time-to-time. Further, you acknowledge and confirm that the Service is being provided by you to facilitate the recruitment of cleaners by an entity which holds cleaning licenses.

PROCESS OF RECEIVING AND HANDLING COMPLAINTS REGARDING bTaskee SERVICES

I. PURPOSE, REGULATIONS, AND APPLICABLE SCOPE

1. Purpose:

To unify and standardize the handling of customer complaints regarding bTaskee’s products and services across mobile application platforms (hereinafter referred to as ‘bTaskee’), while ensuring prompt, professional, and compliant processing, as well as controlling and mitigating associated risks.

2. Applicable scope:

Applicable at bTaskee, the Customer Service department and collaborating departments are responsible for resolving customer complaints related to bTaskee’s products and services on mobile application platforms.

3. Complaint resolution regulations:

• The time for receiving customer complaints as stipulated by the bTaskee Customer Service department is regulated in section III.
• The maximum processing and decision-making time for complaints shall not exceed 60 (sixty) working days from the date of first receiving the customer’s complaint information.
• The time and methods for receiving complaints are applicable for all working days of the week from Monday to Friday, excluding public holidays, festivals, and Tet holiday as regulated by law:
  • Via email support@btaskee.com: operational from 08:30 to 18:00;
  • Recorded hotline 1900 636 736, operational from 08:30 to 18:00;
  • Official social media channels of bTaskee such as the bTaskee Vietnam Facebook page, Zalo OA channel, operational from 08:30 to 18:00;
  • Direct correspondence to the Customer Service department of bTaskee Company.

II. DEFINITIONS AND ABBREVIATIONS:

• CS: Customer Service

III. PROCESS DESCRIPTION:

1. Complaint reception time:

• 05 days from the date the customer books the service on the bTaskee system for complaints about lost or missing property;
  In cases where more than 05 days have passed since the customer booked the service on the bTaskee system for complaints about lost property, customers are requested to provide a report to bTaskee to record the incident. At the same time, customers are requested to contact the relevant authorities for assistance in investigating and clarifying the matter.

• 03 days from the date the customer books the service on the bTaskee system for complaints about damaged property, and/or other issues directly related to the tasker.

• The time for receiving complaints regarding warranty issues for services related to the cleaning of machinery and equipment:

  Cleaning air conditioners, washing machines, and water heaters: within 7 days from the date the task is completed on the application.
  Laundry service: within 48 hours from the date the task is completed on the application.
  Upholstery service: within 24 hours from the date the task is completed on the application.

  For complaints that do not meet any of the above conditions, bTaskee will consider, evaluate, negotiate, and propose compensation to the customer according to the compensation table below.

  bTaskee is not responsible for any other damages that arise without prior agreement and/or complaints arising from the Customer and/or tasker not notifying or reporting the incident to bTaskee’s Customer Service Department, and/or complaints arising from the Customer and/or tasker making their own agreements, negotiations, or any form of verbal and/or written agreement without bTaskee’s confirmation.

2. Detailed instructions for handling complaints

Step 1: Customer submits inquiries/complaints

• Customers submit requests for processing, inquiries needing clarification, or complaints related to bTaskee’s products or services through the designated support channels.

Step 2: Information reception

• Customer Service will receive the information and respond through the designated channels of reception.
• Time: 01 working day.

Step 3: Information classification

• The Customer Service team will categorize customer requests to provide timely support solutions.
  • A. Requests belonging to the advisory, clarification group:
    • The Customer Service team will directly advise customers on information related to products, services, promotional programs, events, product usage guidelines… published on the website https://www.btaskee.com/, the bTaskee app, and information authorized to be provided to customers.
    • Additionally, in cases where customers inquire about other issues related to information not yet disclosed or authorized to be provided to customers, the Customer Service team will receive these inquiries to discuss with internal departments and provide feedback to customers once formal results are available, then proceed to Step B.
    • At the same time, Customer Service executes Step 7 after the advisory process is completed.
  • B. Requests for resolving complaints:
    Based on the information received from customers, the Customer Service team will categorize customer complaints to devise appropriate support solutions. The basic types of complaints include:
    • Unable to log in/log out.
    • Complaints related to collaborators.
    • Complaints related to service quality.
    • Complaints related to theft, property damage, or warranty of machinery and equipment after cleaning.
    • Various errors on the bTaskee app and website https://www.btaskee.com/
    • Complaints related to payments on the bTaskee app.
    • Complaints related to code of conduct.
    • Other types of complaints.
• Time: 01 working day.

Step 4: Opening complaints and resolution

• Customer Service opens the complaint while simultaneously responding to the customer’s inquiry through the customer feedback channel and gathers personal information of the customer such as name, phone number, login account, screenshots displaying error messages, payment receipts… as a basis for investigation and resolution or forwarding to relevant supporting departments.
• When continuing to receive information from Customer Service, the relevant department is responsible for checking and processing and ensuring to respond to the results within the prescribed time.
• Personnel in charge: Customer Service (CS) – Relevant departments
• Time: 01 – 60 working days.

Step 5: Mediation and proposed solution

• Based on the solutions proposed for the complaints, Customer Service will provide explanations and support to customers through the reception channel.
• In cases where Customer Service has provided assistance but the customer still disagrees and wishes for bTaskee to continue resolving the issue, Customer Service will continue to record and further communicate with relevant departments to find an optimal solution for all parties involved to address the complaint thoroughly.
• The relevant departments are required to continue to support Customer Service until the customer agrees with bTaskee’s proposed solution.
• In cases where all parties have discussed and proposed support solutions but the customer still does not agree, bTaskee’s decision is final to complete the customer support process, and Customer Service proceeds to Step VII.
• Personnel in charge: Customer Service (CS) – Relevant departments
• Time: 01 – 05 working days.

Step 6: Notification of resolution direction

• After official results are available, Customer Service will respond directly to customers through the reception channel.
• Personnel in charge: Customer Service (CS)
• Time: 01 working day.

Step 7: Finishing and closing complaint

• Customer Service closes the complaint.
• Personnel in charge: Customer Service (CS)
• Time: 01 working day.

IV. REGULATIONS ON COMPENSATION FOR DAMAGES:

In cases of theft or loss of property (with invoices, documents, and valid evidence):

In cases of damaged property (with invoices, documents):

For cases where property has no invoices or documents, or the value of the property is undetermined (antiques, heirlooms, memorabilia, without verification documents…), bTaskee will base the compensation on the value of the damaged property to propose and negotiate an appropriate compensation amount.

V. OTHER REGULATIONS:

Parties involved in disputes and complaints are responsible for actively resolving the issue. Complainants must provide accurate evidence and information related to the conflict. The bTaskee Application Management is responsible for verifying the evidence and information provided by the complainant and responding through the complaint system.

The bTaskee Application only supports and resolves user complaints and accusations if the user has provided complete, truthful, and accurate information and account details.

For disputes among bTaskee Application users, the bTaskee Application Management may provide contact information to the disputing parties to resolve the issue independently, or the bTaskee Application Management will address the matter based on the actual situation. Accordingly, the bTaskee Application will protect the legitimate rights of lawful users to the maximum extent possible. After the dispute is resolved, the parties involved must report the outcome to the bTaskee Application Management. If the dispute is proven to be caused by a specific user, bTaskee Application will take measures such as issuing a warning, locking the account, or referring the matter to the competent legal authorities, depending on the severity of the violation. The bTaskee Application will terminate and remove the user’s account from the platform and require that user to publicly apologize to the affected party.

If the dispute or conflict cannot be resolved through negotiation between the parties, either party has the right to seek intervention from the competent legal authorities to ensure their legitimate interests.

bTaskee only processes complaints upon receiving request information from Users and/or a third party when providing reasonable, valid, and relevant information regarding bTaskee’s activities and services.

To prevent further losses, upon receiving a complaint, bTaskee will proceed to block the accounts, transactions related to the complaint, and the account being complained about.

bTaskee conducts information verification and complaint resolution on a fair, transparent basis with Users and relevant parties.

In case of legal violations and/or organized fraudulent activities, bTaskee has the responsibility and will cooperate with relevant authorities to resolve the issue.

Complaints are only considered appropriate if they arise within the specified timeframe outlined in this provision from the date the task occurs on the bTaskee system, except when Users can demonstrate an inability to file a complaint due to force majeure factors. After this deadline, bTaskee reserves the right to reject a complaint resolution.

All of bTaskee’s partners have established complaint handling procedures with set deadlines, and bTaskee must adhere to this issue. Therefore, bTaskee may take up to a maximum of 60 days (or another deadline as stipulated by law, whichever is shorter) to resolve complaints depending on the nature of the complaints. bTaskee encourages Users to cooperate and stay in touch with us while adhering to the response time throughout the collaborative complaint resolution process so that bTaskee can effectively handle these complaints.

During the complaint resolution process, bTaskee reserves the right to request Users to provide evidence to verify the authenticity of the complaint. We hope to receive cooperation from Users to proceed with the complaint resolution. The information provided by Users will only be exchanged for the purpose of handling the complaint.

For all tasks that do not have matching information on the bTaskee system, bTaskee will refuse to accept processing. Additionally, customer and tasker reports must be verified by bTaskee and must declare information about damage, loss, the value of the property, and provide evidence of the incurred losses and damages;

The complainant must be the customer – either directly or indirectly using the service/ paying the fee for the task;

For damaged or lost property during the service usage, customers must provide intact evidence (photos, videos, etc.) of the property before the time the tasker arrives or the scheduled time recorded on the bTaskee system, and evidence (photos, videos, etc.) of the damaged condition of the property after receiving the current condition from the tasker. Meanwhile, bTaskee is not obligated to provide a signed handover record from the customer/tasker regarding the intact condition of the property during service usage. For property with documents proving the value of goods (purchase invoices, receipts, etc.), bTaskee may accept matching information from the supplier of that property based on valuation for acceptance.

The Customer agrees to accept compensation and ensure bTaskee and its officers, directors, employees, and agents harmless from any and all claims for compensation, demands, legal liabilities, and expenses (including legal fees) arising from or related to:
(i) The Customer breaches or violates these Terms;
(ii) The Customer violates the rights of any third parties, including Third Party Providers.
When a dispute or complaint arises, bTaskee encourages negotiation and mediation among the parties to reach consensus on a solution. If the parties cannot negotiate with each other and ask bTaskee to resolve the case. bTaskee’s decision is final.

DISPUTE RESOLUTION; GOVERNING LAW

These Terms are governed by and construed in accordance with the laws of the Vietnam, excluding its rules on conflicts of laws. The Vienna Convention on the International Sale of Goods of 1980 (CISG) shall not apply. Any dispute, conflict or controversy, howsoever arising out of or broadly in connection with or relating to these Terms, including but not limited to those relating to its validity, its construction or its enforceability, shall be first mandatorily submitted to settlement proceedings under the International Chamber of Commerce Amicable Dispute Resolution Rules (ICC ADR Rules). If the said dispute has not been settled within 60 days after a request for Amicable Dispute Resolution has been submitted under the said ICC ADR Rules, such dispute shall be exclusively and finally resolved by arbitration under the Rules of Arbitration of the International Chamber of Commerce (ICC Arbitration Rules). The ICC Rules’ Emergency Arbitrator provisions are excluded. The dispute shall be resolved by one arbitrator to be appointed in accordance with the ICC Rules. The place of arbitration shall be Ho Chi Minh City, Vietnam. The language of the arbitration shall be English.