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1.1. This Privacy Policy (“Policy”) governs how iGuide Joint Stock Company (“iGuide.ai”, “we”) collects, processes, uses, stores, shares, and protects personal data and related information of users when accessing, registering accounts, ordering services, or using features on the iGuide.ai e-commerce platform.
1.2. This policy applies to:
- Individuals can access, research information, and book services through the iGuide.ai platform, even without registering an account;
- Members who have registered accounts on the iGuide.ai platform (including Buyers and Service Providers – “NCC”);
- Individuals belonging to NCC, business partners, and service providers of iGuide.ai, within the scope of personal data generated in connection with transactions and collaborations with iGuide.ai.
1.3. This policy is an integral part of the iGuide.ai Platform Terms & Conditions (“Terms & Conditions”). In case of any conflict of interpretation:
- Terms & Conditions prevail in explaining the product, service, rights, and contractual obligations;
- This policy takes priority for matters related to personal data and privacy protection.
We develop and implement this Policy in compliance with applicable Vietnamese laws and regulations, including but not limited to:
- Commercial Law;
- Law on Electronic Transactions;
- Law on Consumer Rights Protection (2023);
- Decree No. 52/2013/ND-CP on e-commerce, amended and supplemented by Decree No. 85/2021/ND-CP;
- Decree No. 13/2023/ND-CP on the protection of personal data;
- The Cybersecurity Law and its guiding documents;
- Other relevant legal documents and/or the Law on Personal Data Protection when it comes into effect.
Within the scope of this Policy, the following terms are understood as follows:
- Personal data: is information in the form of symbols, writing, numbers, images, sounds, or similar forms associated with or helping to identify a specific individual, as defined by current Vietnamese law.
- Sensitive personal data: This refers to personal data related to private life and personal secrets, the infringement of which would directly affect the legal rights and interests of the data subject (e.g., health data, financial data, location data, biometric data, etc.) as stipulated by law.
- Data subject: refers to the individual whose personal data is reflected, including the Buyer, the supplier's representative, partners, and, to the extent related, internal personnel of iGuide.ai.
- Processing personal data: refers to one or more activities that affect personal data, such as collecting, recording, storing, modifying, retrieving, using, sharing, transferring, anonymizing, locking, deleting, or destroying data…
- Products and Services: These are tourism products and services and related services (accommodation, food and beverage, transportation, tours, experiential activities, visitor support services, combined service packages and other legitimate services) provided by the Provider through the iGuide.ai Platform, as described in detail in the Terms & Conditions.
We process personal data in accordance with the following principles:
- Legal, transparent, and fair: All data processing activities are based on appropriate legal grounds, clearly and transparently communicated to data subjects, do not violate social ethics, and do not infringe upon the legitimate rights and interests of data subjects.
- Restricted purposes: Personal data will only be processed for the specific, lawful purposes stated in this Policy and/or Terms & Conditions; any additional purposes (if any) must comply with legal regulations and be notified and approved (when necessary).
- Data minimization: We only collect data to the extent necessary to achieve our stated purposes or as permitted by law.
- Ensuring accuracy and timeliness: Implement reasonable measures to ensure that personal data is updated and corrected as needed or when there is reason to believe that the data is no longer accurate or complete.
- Storage time limit: Personal data will not be stored longer than necessary for processing purposes, except as otherwise provided by law.
- Security and integrity: Implement technical and organizational measures to ensure the security, integrity, and availability of personal data, minimizing the risk of unauthorized access, loss, leakage, alteration, or destruction of data.
- Respect the rights of data subjects: Establish mechanisms and channels for data subjects to exercise their rights as stipulated by law within reasonable limits.
Depending on the scope of service usage, we may collect one or more of the following types of personal data:
5.1. Basic Identification Information
Full name;
Date of birth (if required for certain services);
Gender (if applicable);
Nationality (if required by the NCC or to fulfill service requirements such as visa, travel...).
5.2. Contact Information
Email address;
Phone number;
Contact information (if necessary to provide services or issue invoices).
5.3. Account Information
Username, customer/account code;
Password (securely encrypted/hashed, not stored in plain text);
Set up your account (language, region, notification settings, security options, etc.).
5.4. Transaction and service usage information
Service booking history: service type, time, location, quantity, transaction value;
Payment information: transaction code, payment status, payment method;
Information related to promotions, discount codes, refunds, complaints, and disputes;
Your review, feedback, and comments about the Products and Services.
Note: iGuide.ai does not store users' bank card or credit card information (card number, CVV code, PIN, etc.). All sensitive card data is processed and stored directly by licensed intermediary payment gateways that apply appropriate card information security standards (e.g., PCI DSS).
5.5. Technical information and system logs
IP address, browser type, operating system, device type, browser language;
Cookies, device identifiers, session codes, and interaction behavior with websites/applications;
System logs: access time (time-stamp), pages visited, features used, errors encountered, and other information related to internet usage.
5.6. Sensitive personal data (if any, as required by law)
In certain specific cases, and only when absolutely necessary, in compliance with the law, and with explicit consent (if required by law), we may proceed:
Health information related to the provision of specific Products and Services (e.g., medical warnings for adventurous activities, services requiring attention to health conditions);
Some financial data (such as account numbers, extended payment information) is required to fulfill payment obligations, reconcile accounts as per legal regulations and our agreement.
We collect personal data through the following methods:
6.1. Data provided directly by you
When registering, log in to your account on iGuide.ai;
When updating your personal profile, changing settings, submitting support requests, or filing complaints;
When making a service request, you can ask for a quote by communicating with the provider or with iGuide.ai;
When filling out forms, participating in surveys, taking part in promotional programs, or reviewing services.
6.2. Data generated during your use of the Products and Services
History of browsing content on the iGuide.ai website/app;
Service booking history, payment history, and communication history with customer support.
Data on interactions with emails, notifications, chatbots, and AI/ML tools (if implemented).
6.3. Legitimate third-party data
From NCC, affiliated partners, payment intermediaries, and technical solution providers within the scope related to transactions with you;
From publicly available data sources as stipulated by law (e.g., government agency websites, public databases, etc.);
From the party you legally authorize or the person paying on your behalf, the accompanying person provides your data to iGuide.ai.
We process your personal data for the following purposes, in accordance with the relevant legal grounds:
7.1. Conducting transactions and providing Products and Services
Receive and process service requests, and forward necessary information to service providers to deliver the services;
Confirm, manage, modify, and cancel bookings;
Process payments, issue refunds, and provide receipts/invoices in accordance with regulations;
We provide support to help you use the service and resolve any issues that may arise during use.
Legal basis: To perform or prepare to enter into a contract with you at your request.
7.2. Account Management and Customer Support
Manage account information, configure security settings, and configure notifications.
Providing technical support, receiving and processing requests, inquiries, and complaints;
Verify your identity and protect your account from unauthorized access.
Legal basis: To fulfill the contract and/or legitimate interests of iGuide.ai in operating, maintaining the service, protecting accounts and systems.
7.3. Product & Service Improvement; Analysis, Statistics; AI/ML Application
Analyze service usage data to improve user experience, optimize interface, functionality, and system performance.
Measuring customer satisfaction levels, product and service quality, and improving customer care quality;
Applying artificial intelligence (AI) and machine learning (ML) to:
Operate the chatbot, suggest products/services, and assist users with their operations.
Optimize internal processes (e.g., classifying support requests, statistics, reporting).
We prioritize using anonymized or aggregated data for analytical and statistical purposes.
Legal basis: Legitimate interests, with consideration not to excessively infringe upon your legitimate rights and interests.
7.4. Marketing, promotion and customer service (based on mutual agreement)
We will send you information about promotions, offers, new products/services related to travel and related services provided by iGuide.ai or its partners;
Personalize marketing content, suggest services that match your needs, and consider your transaction history (if you agree to receive marketing information).
Legal basis: Your voluntary, specific, and explicit consent as required by law. You may withdraw your consent at any time.
7.5. Comply with legal obligations and protect legitimate rights.
Fulfill accounting, tax, anti-money laundering, and other reporting obligations as required by law;
Storing and providing data as legally required by competent authorities;
Preventing, detecting, and handling fraudulent acts, violations of the law, and violations of the Terms & Conditions;
Protect your legal rights and interests, as well as those of iGuide.ai or third parties, in the event of complaints, disputes, or litigation.
Legal basis: The legal obligations and/or legitimate interests of iGuide.ai and its related parties.
8.1. When processing personal data requires consent, we will:
Provide clear and easily understandable information about the type of data, its purpose, scope, and processing deadline;
Confirm consent is recorded through clearly stated actions (checking boxes, clicking the "Agree" button, setting it in the account, or equivalent form).
8.2. Consent must:
It is given voluntarily, not under coercion;
Specifically for each or group of purposes;
Recorded and stored so that it can be used as proof when needed.
8.3. You have the right to withdraw your consent at any time by:
Change the settings in your account, turn off the option to receive marketing information;
Click the “Unsubscribe” link in the email or marketing message;
Contact iGuide.ai through the published contact channels.
8.4. Withdrawing consent does not affect the legality of the processing that took place prior to the withdrawal; however, it may result in some services/offers no longer being available to you.
9.1. We store personal data:
During the time required to achieve the processing objectives stated in this Policy; and/or
According to the mandatory retention period as stipulated by law (for example, the retention period for transaction data for accounting, tax, auditing, and inspection purposes).
9.2. When personal data is no longer needed for processing purposes, we will apply one or more of the following measures:
Delete or disable data on the operating system;
Data is anonymized so that it can no longer be linked to a specific individual;
Stored in aggregated/unidentified format for statistical and research purposes (if needed).
9.3. Some information you have proactively made public on the Platform (e.g., reviews, comments) may remain visible even after you delete your account, as it falls within the scope of public information for the user community. In case the content violates the law or the Platform's regulations, iGuide.ai will consider removing it upon a valid request or according to the content management mechanism.
We only share personal data when necessary, in accordance with legal regulations, and within the scope outlined below:
10.1. With the service provider you order from
In order for NCC to provide Products and Services (e.g., accommodation, transportation, tours, experiential activities), we share necessary information such as: full name, contact information, booking details, special requests (if any);
You should refer to NCC's privacy policy to understand how they handle personal data.
10.2. With payment intermediaries and financial institutions
To process payments, refunds, and transaction inquiries, we may provide certain data related to the transaction, payment account, and basic identification information;
Sensitive payment card data (card number, CVV code, PIN, etc.) is processed and stored directly by the payment intermediary in accordance with appropriate security standards.
10.3. With operational support service providers
A provider of storage services, cloud computing, and technical infrastructure;
The unit provides customer service, call center, and email/messaging system;
A provider of security solutions, fraud detection and prevention services.
Other service providers support iGuide.ai in operating the Platform.
These parties are only permitted to process personal data in accordance with the contract/instructions with iGuide.ai and are not allowed to use the data for their own purposes.
10.4. With business partners, marketing partners (with their consent)
Affiliate partners, distribution platforms, channel management units;
Marketing and advertising partners aim to personalize content and display offers to the right user group, provided you agree to receive marketing information.
10.5. With competent state authorities
Tax authorities, investigative agencies, courts, procuratorates, inspection and supervision agencies, and other competent state agencies, upon legitimate request, in accordance with the procedures prescribed by law;
Where possible, we prioritize providing aggregated, anonymized data if it meets requirements and is permitted by law.
11.1. In principle, personal data and transaction data generated from the use of iGuide.ai services are centrally stored on servers located in Vietnam, in accordance with regulations on network information security, cybersecurity, and personal data protection.
11.2. In the event that personal data needs to be transferred out of Vietnam (if necessary), iGuide.ai will:
This will only be done in accordance with Vietnamese law (including Decree 13/2023/ND-CP and related regulations) and/or with your express consent when required by law;
The contract establishes a responsibility for data security for the recipient, committing to adhering to an equivalent level of data protection.
Implement appropriate technical and organizational measures to protect data during transfer and storage in the receiving country.
We employ both organizational and technical measures to protect personal data:
12.1. Organizational Measures
Establish and maintain internal regulations on data security, clearly defining the responsibilities and authority of each department and individual involved;
Limit access to personal data to authorized individuals, based on the principle of "need to know/need to use";
Require internal staff to sign a confidentiality agreement and not use personal data without authorization;
Regular training and awareness programs on personal data protection and information security are provided to employees.
12.2. Technical measures
Use a secure protocol (SSL/TLS) for data transmission between your device and the iGuide.ai system;
Encrypt/hash passwords before storing them; do not store passwords in plain text.
Implement physical and logical security measures for the system (firewalls, network separation, access control, security patch updates, etc.);
Data is stored in a data center that meets appropriate security standards;
Regularly back up your data and check its recoverability;
System logs are used to detect and trace unusual access behavior.
12.3. Incident Response
Upon detecting or suspecting any leakage, loss, or unauthorized access related to personal data, we will promptly investigate, assess the extent of the impact, and implement measures to isolate and remedy the situation.
Notify you and/or the competent government authority where required by law or when it is deemed necessary to limit damage;
Review and update security measures to minimize the likelihood of similar incidents recurring.
Depending on the applicable laws at the time, you may be entitled to some or all of the following rights:
13.1. The Right to Information
To be informed about data processing activities, purposes, data types, sharing scope, retention periods, and other relevant information as required by law.
13.2. Access and receiving data copies
Please ask us to confirm that we are processing your personal data;
We may request copies of personal data to the extent reasonable (we may charge processing fees as required by law, if applicable).
13.3. Rights to edit and update data
You can edit most of the information in your account yourself through the profile management function;
Requesting us to correct or supplement inaccurate or incomplete personal data.
13.4. Right to delete data and cancel account
Requests to delete personal data or cancel iGuide accounts are permitted in cases where legal requirements exist;
Note: some data must still be retained for a minimum period as required by law (e.g., transaction data, accounting documents, tax records).
13.5. Right to object to or restrict processing
You object to our handling of personal data in certain circumstances;
Requests to restrict processing should be made when: the data is inaccurate, a complaint/dispute is being resolved, or when you believe the data is no longer necessary for processing purposes.
13.6. Right to withdraw consent
You can withdraw your consent to consent-based data processing activities (e.g., marketing, promotions) at any time.
13.7. Right to file complaints, denunciations, and lawsuits
File a complaint or report with iGuide.ai or the competent government agency if you believe your personal data has been processed in violation of the law;
File a lawsuit in court or request other competent authorities or organizations to resolve the matter in accordance with the law.
13.8. Methods of exercising rights
You can submit a permission request via email at: [email protected] or the communication channels published on the iGuide.ai platform;
iGuide.ai may request that you provide necessary information to verify your identity and authority before processing your request;
We strive to respond within a timeframe consistent with applicable legal regulations (e.g., a maximum of 30 business days from the date of receipt of a valid request).
14.1. We may use cookies and similar technologies (web beacons, pixel tags, etc.) to:
Remember your selections, settings, and login information;
Analyze web browsing behavior and feature usage patterns to improve the user experience.
Measuring performance, marketing campaigns, and optimizing display content.
14.2. You can configure your browser to reject or delete cookies. However, disabling certain types of cookies may reduce or limit the availability of some features on the iGuide.ai platform.
15.1. The iGuide.ai platform may contain links to websites or services owned and operated by third parties (including providers, affiliate partners, social platforms, etc.).
15.2. We do not control and are not responsible for the content, privacy policies, or data processing practices of third-party websites/services. When you access and use these websites/services, the processing of your personal data will be subject to the privacy policies of those third parties.
15.3. We recommend that you carefully read the privacy policies and terms of use of third parties before providing any personal data.
16.1. You are responsible for:
Protect your account information, password, and other authentication factors;
Do not share, lend, or transfer your account to any third party;
Provide truthful, accurate, complete, and timely information, updated whenever changes occur;
Do your own research and ensure full compliance with the laws of the country/territory where you reside or use iGuide.ai, to the extent that those laws apply to you.
16.2. iGuide.ai is not responsible for any damages, losses, or disputes arising from:
Providing false, inaccurate, incomplete information, or violating the laws of the host country;
Failure to comply with account security obligations, disclosing login information, or allowing third parties to use your account in violation of the Terms & Conditions.
17.1. iGuide.ai may modify or supplement this Policy from time to time in order to:
This reflects changes in the way and scope of personal data processing.
To meet the requirements of the new legal regulations;
In accordance with changes in iGuide.ai's operating model, organizational structure, or Products and Services.
17.2. Any revisions or additions will be published on the iGuide.ai website/app, along with information about the effective date of the new version.
17.3. Your continued access and use of the iGuide.ai platform after the updated Policy takes effect is understood as your having read, understood, and agreed to the amended and supplemented content, unless otherwise required by law.
If you have any questions, requests, or complaints regarding this Privacy Policy or iGuide.ai's processing of personal data, please contact:
iGuide Joint Stock Company
Address: No. 90, Lane 89, Tu Lien Street, Hong Ha Ward, Hanoi City, Vietnam.
Email for receiving complaints and general requests: [email protected]
Department responsible for protecting personal data: [email protected]
We will review, process, and respond to your request within the timeframe stipulated by applicable law and within our scope of authority and responsibility.
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