CONTENT MODERATION POLICY ON THE IGUIDE.AI E-COMMERCE PLATFORM

I. OBJECTIVES

This policy sets out the standards, principles, and procedures for moderating content posted by Service Providers (“Providers”), Sellers, Partners, and Users on the iGuide.ai e-commerce platform, in order to ensure:

1. Comply with laws on e-commerce, advertising, intellectual property, consumer protection, personal data protection, and related regulations.
2. Protecting traditional customs and values, maintaining social order and safety; preventing harmful, inaccurate, and misleading content.
3. Protecting the legal rights and interests of iGuide.ai, NCC, Customers, and other rights holders.
4. Establish a unified set of standards for moderating travel service content and related content on the iGuide.ai platform.

II. SCOPE OF REGULATION AND APPLICABLE SUBJECTS

1. Scope of regulationThis policy applies to all content displayed on the iGuide.ai platform, including but not limited to:

• Service description content (text, images, videos, attachments, etc.);
• Information about the supplier/provider (profile, description of capabilities, etc.);
• Articles, blog posts, and media content published by NCC or iGuide.ai;
• Reviews, comments, feedback, and user-generated content;
• Any other type of content publicly displayed or sent/received through the Platform's functionality that iGuide.ai has control over.

2. Applicable subjects

• iGuide Joint Stock Company (Platform Management Board);
• Suppliers/Sellers/Partners have content posted on the Platform;
• Customers/Users can post reviews, comments, and feedback;
• iGuide.ai's internal departments are responsible for creating, moderating, and operating content on the platform.

III. GENERAL PRINCIPLES IN CONTENT REVIEW

1. Accuracy and transparency: The content must be truthful, accurately reflect the nature of the service, and not conceal, mislead, or be ambiguous to the Customer.
2. Clear origin and basis: Important information (prices, service conditions, certifications, awards, safety standards, etc.) must be based on reasonable evidence (contracts, documents, official websites, certification papers, etc.).
3. Complete and consistent: Required information fields must be complete, correctly formatted, and consistent throughout the system; there must be no contradictions between different display areas.
4. Compliance with the law and confidentiality: It is prohibited to violate legal regulations, infringe on intellectual property rights, personal data rights, trade secrets, or other legitimate rights.
5. Respect the ethics, culture, and safety of our customers: Do not post discriminatory, inflammatory, or defamatory content; do not provide false information about security, health, safety, prices, or rights that could put consumers at risk.

IV. LIST OF PROHIBITED AND RESTRICTED CONTENT

1. Content prohibited from being posted

NCC, Users, and related parties are prohibited from posting the following content on the iGuide.ai platform:

• Goods and services that are prohibited from being traded; goods and services that are restricted from being traded or are subject to conditional trading when they do not meet or cannot demonstrate the legal conditions as prescribed;
• Counterfeit goods, goods infringing intellectual property rights, goods of unknown origin, smuggled goods (in cases where there are tangible goods involved);
• Goods and services that are prohibited from being advertised, or advertised in violation of the law;
• Pornographic content, obscenity, incitement to violence, hatred, discrimination based on region, religion, gender, race, or other discriminatory elements;
• Content that insults honor, dignity, and reputation; infringes upon the right to image, privacy, and other legitimate personal rights of organizations and individuals;
• False, fabricated, distorted, seriously misleading, or causing panic in the community;
• Content containing malware, links to phishing websites, or means to steal user accounts and data;
• Content containing sensitive elements related to politics, religion, ethnicity, security, and national defense;
• Any other content is prohibited under Vietnamese law.

2. Content with posting restrictions

The following content is only displayed when legal requirements are met and after special review by iGuide.ai:

• Content related to business services subject to conditional or restricted advertising (e.g., alcoholic beverages, gambling, certain types of entertainment) – if permitted by law, the advertiser must provide the appropriate license and strictly comply with regulations regarding the scope of advertising;
• Content that may impact the perceptions and behaviors of vulnerable groups (children, people with disabilities, the elderly, etc.) should be described cautiously, without encouraging dangerous or morally reprehensible behavior.

V. PRE-VERIFICATION MECHANISM (PRE-REVIEW)

1. Automated tools

iGuide.ai applies the following technical measures after receiving content:

• Use keyword warning/exclusion filters to scan text content, titles, meta descriptions, and important information fields;
• Set up automated processing rules:
• • Automatically block (prevent from displaying) content containing keywords from the banned list;
  • Flag and place content containing keywords on the warning list into the manual review queue;
• Check the format, structure, and completeness of the required information fields (price, description, terms of use, cancellation/refund policy, etc.). If any fields are missing or incorrectly formatted, the system may request the supplier to supplement/edit them before posting.

2. Manual approval for sensitive content

For certain types of sensitive content/services (as per Section IV.2), iGuide.ai may apply the following mechanism:

• Review and manually approve before allowing public display;
• Request the supplier to provide additional documentation and evidence (licenses, certificates, links to official sources, etc.) before granting approval;
• Content will not be displayed temporarily until the testing process is complete.

VI. POST-REVIEW MECHANISM (REVIEW AFTER DISPLAY)

1. iGuide.ai performs post-verification of content through:

• Regularly review the content that has been displayed;
• The automated alert system is based on unusual behavior, negative feedback, and the level of user reporting.
• Receive feedback, complaints, and reports of violations from customers, other suppliers, government agencies, or intellectual property rights holders.

2. When the content shows signs of violation:

• Content may betemporarily hide from Search results/displays during the verification period;
• If a clear violation is identified, the content will be removed.remove from Floor;
• Depending on the severity, iGuide.ai may take action against the uploader/user (warning, function restrictions, temporary suspension, or account termination).

VII. REVIEW STANDARDS FOR SERVICE CONTENT

In addition to not violating any prohibited/restricted items, service information must meet the following standards:

• Information about the supplier/business
• The legal name, trade name, tax identification number, and legal representative must match the legal documents provided to iGuide.ai;
• Contact information (address, phone number, email, website, social media links) must be valid and in actual use;
• The business description should be concise, neutral, and not exaggerated, and should not use unsubstantiated claims about its position, awards, or rankings;
• Images/logos and banners must be legally owned and used by the supplier, must not infringe on the intellectual property rights of third parties, and must not contain offensive content.

1. Service information and specialized attributes

a) General information

• Service name, detailed description, and highlights must be clear and appropriate to the type of service (accommodation, tour, transportation, activities, food, etc.);
• Duration, service time, opening hours: must be logical and appropriate to the specific nature of the service;
• The "Included/Excluded" section clearly states the items, avoiding any confusion regarding customer rights;
• Cancellation, refund, exchange, deposit, and payment policies: clearly and understandably stated, avoiding ambiguous clauses, and compliant with consumer protection laws.

b) Specialized attributes/service features

• Declared according to the standard attribute structure of iGuide.ai (utility categories, features, additional services, etc.);
• Do not declare properties that do not reflect reality (for example, a utility may be declared but is not actually provided);
• For titles, awards, and certifications (e.g., tourism awards, safety certificates, green certifications, etc.): NCC is responsible for providing supporting documentation (website of the awarding organization, scanned copy of the certificate, etc.).

cPrices, promotions, and payment options.

• The listed price, unit of measurement, and terms and conditions of application must be clear and consistent with the contract/supplier documents agreed upon with iGuide.ai (if any);
• Promotional programs, discounts, and special offers must clearly state the validity period and terms of application, and must not cause confusion;
• Do not use fictitious prices, false promotions, or present benefits in a way that misleads customers about the actual value.

2. Legal and ethical requirements

• Do not describe or promote services in violation of the licensing conditions or beyond the scope of the license;
• Do not include content that is discriminatory or offensive to any group;
• Do not publicly disclose other people's personal data without legal basis or lawful consent;
• Information regarding safety, health, insurance, and security must be described carefully, without exceeding realistic expectations.

VIII. PROCESS FOR REVIEWING NEW SERVICE CONTENT (SUMMARY)

For new services submitted to the system by NCC, iGuide.ai may apply internal procedures including:

1. Verify the legal information of the supplier (name, tax identification number, license corresponding to the business sector).
2. Review the company description and service description, and compare them with publicly available information from official sources (if necessary).
3. Verify images/logos/banners: check quality, authenticity, ownership/media rights; remove or request replacement if they are offensive or infringe copyright.
4. Compare the service attribute system (utility, features, type) with the iGuide.ai standard catalog.
5. Check the listed price, pricing policy, refund/cancellation/deposit policy, and compare it with the contract or official source.
6. Review claims of awards and special certifications (if any); request supporting evidence if necessary.
7. Assess ethical, legal, and consumer protection factors; determine whether content contains sensitive elements requiring additional approval.
8. Record the review results (approved, requiring revisions/additions, rejected) in the internal management system.
9. Notify the content provider of the results, clearly stating any required revisions (if any), before the content is allowed to be displayed.

The above process is an internal operational guideline and can be flexibly adjusted according to the type of service and legal regulations at different times.

IX. PROCEDURE FOR HANDLING VIOLATING CONTENT

1. Detecting violations

Content that shows signs of violating the rules can be detected through:

• Automated alert system (keywords, unusual behavior, mass negative feedback, etc.);
• Report/denounce content from Customers, Suppliers, rights holders, and social organizations;
• A request from a competent state authority;
• iGuide.ai's periodic review/post-audit process.

2. Verification and evaluation

• iGuide.ai records information and stores content that needs to be reviewed;
• Compare the content with internal regulations, policies, and relevant legal provisions;
• If necessary, iGuide.ai may request the publisher/uploader to provide explanations or additional documents for clarification.

3. Remedial measures

Depending on the nature and severity of the violation, iGuide.ai may apply one or more of the following measures:

• Content will be temporarily hidden from public display during the verification period;
• Permanently remove infringing content from the Platform;
• Request the content provider/uploader to edit and update the content accordingly;
• A written warning or electronic notification;
• Restrict certain content uploading functions;
• Temporarily suspend or terminate the NCC/User account in case of repeated offenses or serious violations;
• Notify or forward the case file to the competent state agency if there are signs of legal violations.

4. Announce the results

• iGuide.ai will notify the content provider/uploader about the handling of infringing content (where necessary), stating the main reason;
• In cases where there is an internal appeal mechanism for a content removal decision, the Provider/User can submit a review request with supporting documentation; iGuide.ai will review it objectively and in compliance with the law.

X. COOPERATION WITH INTELLECTUAL PROPERTY RIGHTS HOLDERS

1. Channel for receiving notifications of intellectual property rights infringement.

The rights holder (or their legal representative) can report intellectual property infringement on the Platform through:

• Dedicated email address: [email protected] or the address published on the website;
• Other official contact methods are published by iGuide.ai.

The notification should include:

• Information to identify the rights holder;
• Proof of legal ownership/right of use (registration certificate, documents proving rights, license agreement, etc.);
• Describe the content that is allegedly infringing and its location on the Platform;
• Other supporting documents and evidence (if any).

2. Processing violation notices

Upon receiving the notification, iGuide.ai will:

• Temporarily hide or restrict the display of the alleged content for a reasonable period of time for verification;
• Contact the content provider/poster to request an explanation and provide evidence proving the right to use the content (if any);
• Based on the documents of the parties and the relevant legal regulations, it is decided:
• • Remove the infringing content;
  • Restore the content (if no violation is determined);
  • Apply account disciplinary measures in cases of clear and systematic violations;
• If necessary, or at the request of competent state authorities, iGuide.ai will provide relevant information and data to assist in the investigation and handling of intellectual property rights violations.

XI. STORAGE, MONITORING, AND UPDATING OF POLICIES

1. iGuide.ai stores moderation records, operation logs, editing history, and content processing status (including removed content) for a period consistent with legal requirements and internal management needs.
2. This content moderation policy may be reviewed, modified, and supplemented by iGuide.ai from time to time to suit:
3. • Changes in the law;
   • Practical aspects of operating the Exchange;
   • Feedback from customers, suppliers, and regulatory agencies.
3. Any revisions or additions will be published on the iGuide.ai website/app. The continued use of the Platform by Suppliers and Users after the publication date is understood as having read, understood, and agreed to comply with the updated Content Moderation Policy.

This policy is an integral part of Regulations governing the operation of the iGuide.ai e-commerce platform, Terms & Conditions of Use and other related policies of iGuide.ai.