Chính sách & Điều khoản

1. 隐私政策

新纪元科技有限责任公司（CÔNG TY TNHH CÔNG NGHỆ TÂN KỶ NGUYÊN，以下称“本公司”“我们”）尊重并承诺保护客户的个人信息。本政策说明您在访问本网站、咨询或使用我们的产品与服务时，我们如何收集、使用、存储和保护您的数据。

1.1 收集目的与范围

我们只收集为客户提供服务所必需的最少信息，包括：

• 联系人姓名、电话、Zalo、电子邮箱；
• 经营场所名称与地址（酒店、旅馆、出租公寓），用于报价、送货、安装与保修；
• 咨询内容、订单记录、技术支持记录；
• 管理软件方面：由客户自行录入系统的运营数据（房间信息、订房记录、水电读数、开锁日志等）。

信息提供为自愿。客户有权拒绝提供，但在此情况下我们可能无法完成报价、送货、安装或技术支持。

1.2 信息使用范围

• 咨询、报价、签订及履行货物买卖与服务合同；
• 送货、安装、使用培训、保修与维护；
• 提供技术支持，处理反馈与投诉；
• 发送软件更新、政策变更或促销通知（客户可随时拒绝接收）；
• 履行会计、税务及法律规定的其他义务。

我们不会为商业目的向第三方买卖、交换或出租客户个人信息。仅在以下情形共享：(i) 承运方、安装合作方——仅限送货安装所必需的范围；(ii) 签有保密协议的数据存储服务商；(iii) 依据有权国家机关的合法要求。

1.3 信息存储期限

个人信息在客户使用产品、服务期间予以保存，之后在保修、争议处理及依法保存凭证所需的期限内继续保存（会计凭证按法定最短期限）。期限届满后，数据将被删除或匿名化处理，客户提出提前删除且不违反法律规定的除外。

1.4 信息收集与管理单位

• 单位：CÔNG TY TNHH CÔNG NGHỆ TÂN KỶ NGUYÊN（新纪元科技有限责任公司）
• 电话 / Zalo：0344 578 193

1.5 客户对数据享有的权利

客户有权要求我们：查阅、更新、更正其信息；停止将信息用于营销目的；删除数据；或就信息被不当使用提出投诉。请通过电话/Zalo 0344 578 193 提出，我们将在 7 个工作日内处理。

1.6 保密承诺

• 采取合理的技术措施保护个人信息：按角色分配访问权限、传输加密、定期备份；
• 仅限负有职责的人员接触客户数据，并须签署保密承诺；
• 发生影响客户数据的信息安全事件时，我们将依规通知客户及主管机关；
• 客户有责任妥善保管软件登录账号与密码，发现异常访问迹象应立即通知我们。

2. 价格政策

• 所有产品、设备与服务价格均以越南盾（VNĐ）标示。
• 本网站为产品介绍性质；每笔订单的正式价格以本公司出具的报价单或合同为准，依据数量、配置、安装规模与实施地点确定。
• 报价单载明：单价、数量、增值税（如适用）、运输费、安装费、保修期限及报价有效期。
• 酒店管理软件按周期订阅（月/年）或一次性授权提供，具体依客户选择的套餐；订阅费在客户确认前明确告知。
• 价格可能因成本、汇率或税收政策变动而调整。任何调整均不溯及已确认的订单与合同。
• 订阅服务如需调整费用，我们将提前至少 30 天通知；客户有权不续订下一周期。
• 促销活动与数量折扣按当期公布的条件执行，除另有约定外不叠加使用。

3. 支付政策

3.1 支付方式

• 银行转账至本公司账户（账户信息载于报价单／合同／发票）；
• 现金：收货时或在公司办公地点支付，并开具正式收据；
• 货到付款（COD）：适用于经协商的部分零星设备订单。

3.2 付款进度

3.3 发票与凭证

客户提供完整开票信息的，本公司依法为所有交易开具电子增值税发票。款项须汇入本公司正式账户或取得本公司出具的收据方视为有效支付。

3.4 逾期付款

客户逾期付款超过约定期限的，本公司在提前至少 7 天通知后，有权暂停支持服务、暂时冻结软件账号，直至欠款结清。

4. 反馈、请求及投诉的接收与处理程序

4.1 受理渠道

• 电话 / Zalo：0344 578 193（工作时间）
• 到公司现场提出，或通过对接的业务人员提出

4.2 处理流程

1. 第一步 — 受理：本公司接收反馈／投诉，并在 24 个工作小时内向客户确认，记录内容、联系方式及相关凭证。
2. 第二步 — 核实：在 3 个工作日内，责任部门核查资料，比对合同、系统日志、交接记录，必要时派技术人员现场检查。
3. 第三步 — 解决：自受理之日起 7 个工作日内提出处理方案并通知客户。需技术鉴定的复杂案件，最长不超过 15 个工作日，并向客户说明延期理由。
4. 第四步 — 反馈结果与结案：处理结果以书面或 Zalo／电话方式告知。客户确认已解决后方可结案。

4.3 处理原则与最终机制

本公司以协商、善意为基础处理，尊重消费者合法权益。双方无法达成一致的，可提交消费者权益保护主管机关调解，或依越南法律提交有管辖权的法院解决。

5. 提供商品或服务的条件与限制

• 客户对象：年满 18 周岁、具有完全民事行为能力的组织、个体工商户及个人，从事或管理酒店、旅馆、出租公寓等住宿场所。
• 供应范围：商品与服务在越南境内提供。上门安装优先覆盖本公司设有技术团队的区域；偏远地区可能产生差旅费用，或改为远程指导安装。
• 技术条件：软件、智能门锁、智能水电表的运行要求场所具备最低基础条件（稳定电源、互联网连接、内部网络、门体/管井规格匹配）。不满足条件的，本公司有权拒绝实施或要求客户先行改造。
• 定制订单：特殊配置、大批量设备或定制软件可能需要预付定金，交付周期相应延长。
• 数量限制：出现缺货、订单信息不实、存在欺诈或囤积倒卖迹象、客户此前严重违约等情形时，本公司有权限制订购数量、拒绝或取消订单。
• 禁止行为：利用产品或服务进行非法监控、侵犯隐私、非法收集住客信息；破解、复制、再分发软件；用于违法活动。违反者服务将被终止且不予退费。
• 住宿申报责任：客户须自行履行住宿登记、申报义务并依法保护住客数据；软件仅为辅助工具。
• 本公司不提供越南法律规定的禁止经营或限制经营目录内的商品与服务。

6. 配送、换货/退货及退款政策

A. 商品部分（智能门锁、智能水电表、读卡器等）

A.1 配送

• 订单处理时间：确认订单并完成付款／定金后 1–2 个工作日。
• 预计送达时间：视地区为 2–5 个工作日；大批量或定制配置订单按合同约定进度交付。
• 方式：第三方快递、公司车辆配送，或随上门安装一并交付。
• 运费在报价单中明确列示；达到当期活动金额标准的订单可享免运费。
• 请客户在收货时检查包裹状态。发现包装破损、凹陷、封条缺失的，请与配送人员当场制单并于当日通知本公司。
• 因不可抗力（自然灾害、疫情、罢工、运输事故）导致延迟的，本公司将通知客户并重新商定交付时间。

A.2 换货 / 退货

以下情形不适用换货/退货：已安装于工程并经机械改动的商品；因跌落、进水、短路、雷击、电压使用不当导致损坏；经第三方拆卸、维修的商品；保修标签缺失或无购货凭证；按客户特殊要求定制生产的商品。

A.3 退款

• 按客户原支付方式退款；现金支付的，按客户提供的账户以转账方式退还。
• 退款时限：自本公司收到退回商品并确认符合退款条件之日起 7–14 个工作日。
• 属本公司责任的情形，客户无需承担任何退款手续费。

B. 服务部分（管理软件、安装、技术支持）

B.1 服务交付方式

• 酒店管理软件通过互联网提供，或安装于客户的服务器／工作站。首期款支付完成后，本公司在 1–3 个工作日内交付账号。
• 服务内容包括：系统初始化、房型与价格目录配置、设备对接（门锁、水电表、读卡器）、对客户人员的使用培训及运营支持。
• 安装服务按双方商定的时间在客户场所实施，以验收交接记录作为完成标志。
• 软件定期更新升级。系统维护如影响使用，本公司提前至少 24 小时通知，并优先安排在非高峰时段。

B.2 服务终止政策

• 客户主动终止：应在当前订阅周期结束前至少 15 天通知本公司。服务持续至已付费周期届满。
• 本公司终止：客户严重违反使用条款（第 5 条）、经书面催告后逾期付款超过 30 天，或将服务用于违法目的的。本公司提前至少 7 天通知，但依有权机关要求须立即停止的除外。
• 终止后的数据：客户可在终止之日起 30 天内要求导出自有数据。逾期数据可能被永久删除且无法恢复。

B.3 服务退款

• 服务尚未激活／账号尚未交付的：全额退还已付款项。
• 本公司无法按承诺提供服务，或属本公司责任的系统故障连续超过 72 小时的：按订阅周期未使用部分比例退款，或由客户选择等额免费延期。
• 客户因自身原因中途终止的：当前使用周期的订阅费不予退还，服务持续至周期届满。
• 已实施并验收的安装、实施与培训费用不在退款范围内。
• 退款时限：自双方就方案达成一致之日起 7–14 个工作日。

7. 在线支持方式

• 热线 / Zalo：0344 578 193 —— 销售咨询、技术支持、投诉受理。
• 远程协助：通过远程控制软件（TeamViewer/UltraViewer 或同类工具）直接在客户电脑上排查软件故障，须经客户同意后进行。
• Zalo 视频通话／图片指导：适用于简单的设备故障。
• 上门支持：无法远程解决时派技术人员到现场处理。

目标响应时间：紧急故障 2 小时内响应；常规请求 24 个工作小时内响应。

8. 遵守相关法令的承诺

CÔNG TY TNHH CÔNG NGHỆ TÂN KỶ NGUYÊN（新纪元科技有限责任公司）郑重承诺：

• 经营活动遵守越南法律，包括但不限于：《民法典》《商法》《消费者权益保护法》《电子交易法》《网络信息安全法》《网络安全法》《知识产权法》《产品与商品质量法》以及有关电子商务、个人数据保护的各项规定；
• 完整、准确、真实地提供商品、服务及价格信息，不作引人误解的广告；
• 经营来源清晰、具备合法票据的商品，符合技术标准及质量、安全规定；
• 依法完整履行发票、会计与税务义务；
• 保护客户及使用者的个人数据，仅在已告知并获得同意的范围内收集和使用数据；
• 尊重第三方知识产权，并保护本公司自主开发软件的知识产权；
• 严格履行保修、售后承诺，按本页公布的政策处理客户投诉；
• 依有权国家机关的合法要求予以配合并提供信息。

上述政策自公布之日起生效，并可能依据法律规定或经营实际予以更新，最新版本始终发布于本页。因本政策产生的争议，双方应本着协商精神解决；协商不成的，提交越南有管辖权的法院解决。

1. Privacy Policy

TAN KY NGUYEN TECHNOLOGY CO., LTD (CÔNG TY TNHH CÔNG NGHỆ TÂN KỶ NGUYÊN, the “Company”, “we”) respects and is committed to protecting our customers' personal information. This policy explains how we collect, use, store and safeguard your data when you visit our website, request a consultation, or use our products and services.

1.1. Purpose and scope of data collection

We collect only the minimum information necessary to serve our customers, including:

• Contact person's name, phone number, Zalo ID and email address;
• Name and address of the business premises (hotel, guesthouse, rental apartment) for quotation, delivery, installation and warranty purposes;
• Consultation requests, order history and technical support history;
• For the management software: operational data entered by the customer into the system (room information, bookings, meter readings, unlock logs, etc.).

Providing information is voluntary. Customers may decline, but in that case we may be unable to provide quotations, delivery, installation or technical support.

1.2. Scope of data use

• Consultation, quotation, conclusion and performance of sales and service contracts;
• Delivery, installation, user training, warranty and maintenance;
• Technical support and handling of feedback and complaints;
• Notices about software updates, policy changes or promotions (customers may opt out at any time);
• Compliance with accounting, tax and other statutory obligations.

We do not sell, trade or rent customers' personal information to third parties for commercial purposes. Information is shared only: (i) with carriers and installation partners, strictly to the extent needed for delivery and installation; (ii) with data hosting providers bound by confidentiality agreements; (iii) upon lawful request of competent state authorities.

1.3. Data retention period

Personal data is retained throughout the period the customer uses our products and services, and for the period necessary thereafter for warranty, dispute resolution and statutory record-keeping (at minimum, the periods required by accounting law). After that, data is deleted or anonymised, unless the customer requests earlier deletion and such deletion is not contrary to law.

1.4. Entity collecting and managing the data

• Entity: CÔNG TY TNHH CÔNG NGHỆ TÂN KỶ NGUYÊN (Tan Ky Nguyen Technology Co., Ltd)
• Phone / Zalo: 0344 578 193

1.5. Customer rights over their data

Customers may ask us to review, update or correct their information; to stop using it for marketing; to delete their data; or may lodge a complaint about misuse of their information. Requests can be made via phone/Zalo 0344 578 193 and will be handled within 7 working days.

1.6. Security commitment

• Personal data is protected by reasonable technical measures: role-based access control, encrypted transmission and periodic backups;
• Only authorised personnel may access customer data, and all are bound by confidentiality undertakings;
• In the event of a security incident affecting customer data, we will notify affected customers and the competent authorities as required by law;
• Customers are responsible for safeguarding their software login credentials and must notify us immediately upon any sign of unauthorised access.

2. Pricing Policy

• All prices for products, devices and services are listed in Vietnamese Dong (VND).
• This website is for product presentation purposes; the binding price of each order is set out in the quotation or contract issued by the Company, based on quantity, configuration, installation scale and deployment location.
• Quotations state: unit price, quantity, VAT (if applicable), shipping cost, installation cost, warranty period and quotation validity.
• The hotel management software is offered either as a periodic subscription (monthly/annual) or as a perpetual licence, depending on the package chosen; subscription fees are disclosed before the customer confirms.
• Prices may change over time due to cost, exchange rate or tax changes. Any change is not applied retroactively to orders and contracts already confirmed.
• For subscription services, we give at least 30 days' notice of any fee adjustment; customers may choose not to renew the next term.
• Promotions and volume discounts apply under the conditions published at the relevant time and are not cumulative unless otherwise agreed.

3. Payment Policy

3.1. Payment methods

• Bank transfer to the Company's account (details stated on the quotation / contract / invoice);
• Cash upon delivery or at the Company's office, against a valid receipt;
• Cash on delivery (COD) for certain individual device orders, as agreed.

3.2. Payment schedule

3.3. Invoices and documentation

The Company issues electronic VAT invoices for all transactions in accordance with law, provided the customer supplies complete invoicing details. Payment is only deemed valid when made to the Company's official account or evidenced by a receipt issued by the Company.

3.4. Late payment

If payment is overdue beyond the agreed deadline, the Company may suspend support services and temporarily lock the software account after at least 7 days' prior notice, until the outstanding amount is settled.

4. Procedure for Receiving and Handling Feedback, Requests and Complaints

4.1. Channels

• Phone / Zalo: 0344 578 193 (business hours)
• In person at our office, or through your assigned sales representative

4.2. Handling process

1. Step 1 — Receipt: We acknowledge the feedback/complaint to the customer within 24 working hours, recording its content, contact details and supporting documents.
2. Step 2 — Verification: Within 3 working days, the responsible department reviews the file against the contract, system logs and handover records, and dispatches a technician for on-site inspection if needed.
3. Step 3 — Resolution: We propose a resolution and notify the customer within 7 working days of receipt. For complex cases requiring technical assessment, the maximum period is 15 working days, and the customer is informed of the reason for the extension.
4. Step 4 — Response and closure: The outcome is communicated in writing or via Zalo/phone. The case is closed only once the customer confirms it has been resolved.

4.3. Principles and final recourse

We resolve matters through good-faith negotiation, respecting consumers' lawful rights. If no agreement is reached, the matter may be submitted for mediation to the state authority for consumer protection, or resolved by the competent court under Vietnamese law.

5. Conditions and Limitations on the Supply of Goods and Services

• Eligible customers: Organisations, business households and individuals aged 18 or over with full civil capacity, operating or managing hotels, guesthouses, rental apartments and similar accommodation facilities.
• Territorial scope: Goods and services are supplied within Vietnam. On-site installation is prioritised in areas where the Company has technical teams; for remote areas, travel costs may apply or installation may be guided remotely.
• Technical conditions: Operating the software, smart locks and smart meters requires minimum infrastructure at the premises (stable power supply, internet connectivity, local network, compatible door/riser specifications). Where these are not met, the Company may decline deployment or require prior modification by the customer.
• Custom orders: Devices with bespoke configurations, large quantities, or customised software may require a deposit and longer lead times.
• Quantity limits: The Company may limit order quantities, or refuse or cancel orders, in cases of stock unavailability, inaccurate order information, indications of fraud, hoarding or unauthorised resale, or a prior material breach of contract by the customer.
• Prohibited uses: Using the products or services for unlawful surveillance, invasion of privacy or unlawful collection of guest information; tampering with, cracking, copying or redistributing the software; or any unlawful activity. Breach results in termination of service without refund.
• Accommodation declaration: Customers are solely responsible for guest registration and declaration obligations and for protecting guest data as required by law; the software is only a supporting tool.
• The Company does not supply goods or services on the prohibited or restricted business lists under Vietnamese law.

6. Delivery, Exchange/Return and Refund Policy

A. For goods (smart locks, smart meters, card readers, etc.)

A.1. Delivery

• Order processing: 1–2 working days after order confirmation and payment/deposit.
• Estimated delivery: 2–5 working days depending on region; large or custom-configured orders are delivered per the schedule in the contract.
• Methods: third-party courier, Company vehicle, or delivered together with on-site installation.
• Shipping costs are stated in the quotation; orders meeting the applicable campaign threshold may qualify for free shipping.
• Please inspect the package on receipt. If the packaging is torn, dented or the seal is missing, please record it with the delivery staff and notify us the same day.
• Where delivery is delayed by force majeure (natural disaster, epidemic, strike, transport incident), we will notify the customer and agree a revised delivery date.

A.2. Exchange / return

Exchange/return does not apply to: items already installed into a building and mechanically altered; damage from dropping, water ingress, short circuit, lightning or incorrect voltage; items dismantled or repaired by third parties; missing warranty seal or absence of proof of purchase; goods manufactured to the customer's bespoke specifications.

A.3. Refunds

• Refunds are made through the customer's original payment method; cash payments are refunded by bank transfer to the account provided by the customer.
• Refund period: 7–14 working days from the date we receive the returned goods and confirm eligibility.
• No refund processing fee is charged to the customer where the fault lies with the Company.

B. For services (management software, installation, technical support)

B.1. Method of service delivery

• The hotel management software is delivered over the internet or installed on the customer's server/workstation. After the first-term payment, the Company hands over the account within 1–3 working days.
• Services include: system initialisation, room and rate configuration, device integration (locks, meters, card readers), user training for the customer's staff, and operational support.
• Installation services are performed at the customer's premises on a mutually agreed schedule and conclude with an acceptance and handover record.
• The software is updated and upgraded periodically. Where maintenance will affect usage, we give at least 24 hours' notice and schedule it outside peak hours where possible.

B.2. Termination policy

• Termination by the customer: notify us at least 15 days before the end of the current subscription term. The service remains active until the end of the paid term.
• Termination by the Company: where the customer materially breaches the terms of use (Section 5), is more than 30 days late in payment after written reminder, or uses the service for unlawful purposes. We give at least 7 days' notice, except where immediate suspension is required by a competent authority.
• Data after termination: Customers may request an export of their data within 30 days of termination. After that period, data may be permanently deleted and cannot be recovered.

B.3. Service refunds

• If the service has not been activated / the account has not been handed over: 100% of amounts paid are refunded.
• If we cannot deliver the service as committed, or a system failure attributable to the Company lasts more than 72 continuous hours: a pro-rata refund for the unused portion of the subscription term, or an equivalent free extension, at the customer's option.
• If the customer terminates mid-term for their own reasons: the subscription fee for the current term is non-refundable and the service continues until the end of that term.
• Installation, deployment and training fees for work already performed and accepted are non-refundable.
• Refund period: 7–14 working days from the date both parties agree on the resolution.

7. Online Support Channels

• Hotline / Zalo: 0344 578 193 — sales consultation, technical support, complaint intake.
• Remote support via remote desktop software (TeamViewer/UltraViewer or equivalent) to troubleshoot software issues directly on the customer's computer, performed only with the customer's consent.
• Video call / photo guidance via Zalo for straightforward device issues.
• On-site support: a technician is dispatched to the premises where an issue cannot be resolved remotely.

Target response times: emergencies within 2 hours; standard requests within 24 working hours.

8. Commitment to Legal Compliance

CÔNG TY TNHH CÔNG NGHỆ TÂN KỶ NGUYÊN commits to:

• Conducting business in compliance with Vietnamese law, including but not limited to the Civil Code, the Commercial Law, the Law on Protection of Consumer Rights, the Law on E-Transactions, the Law on Network Information Security, the Law on Cybersecurity, the Law on Intellectual Property, the Law on Product and Goods Quality, and regulations on e-commerce and personal data protection;
• Providing complete, accurate and truthful information about goods, services and prices, without misleading advertising;
• Trading only in goods of clear origin with lawful documentation, meeting applicable technical, quality and safety standards;
• Fully discharging invoicing, accounting and tax obligations;
• Protecting the personal data of customers and users, and collecting and using data only within the scope notified and consented to;
• Respecting third-party intellectual property rights and protecting the intellectual property in software developed by the Company;
• Honouring warranty and after-sales commitments and resolving customer complaints under the policies published on this page;
• Cooperating with and providing information to competent state authorities upon lawful request.

These policies take effect on the date of publication and may be updated to align with legal requirements or business practice; the latest version is always published on this page. Disputes are resolved through negotiation in good faith; failing that, by the competent court under Vietnamese law.