This is a translation. The Vietnamese text at /phap-ly/dieu-khoan-su-dung prevails, except where the law requires the version more favourable to a consumer.

Chapter I. General provisions

Article 1. Scope of application

These Terms of use (the "Terms") are the contract between you and XNK24 when you use the xnk24.com website (including the blog, Hỏi đáp (Q&A community) and the account pages) and the XNK24 Pro desktop application (together, the "Service").
These Terms apply together with the following documents, which form an integral part of the contract:
If one of the documents above provides differently from these Terms on the same matter, the specialised document applies to that matter, unless these Terms are more favourable to you.

Article 2. Definitions

In XNK24's legal documents, the following terms have these meanings:

XNK24 or we: CÔNG TY TNHH GIẢI PHÁP VIETFLOW (VIETFLOW SOLUTION COMPANY LIMITED), the owner and operator of the xnk24.com website and the XNK24 Pro application. XNK24 is the company's trademark.
You or member: the person who registers an account and uses the Service. If you register or pay on behalf of an organisation, "you" includes that organisation.
Consumer: a person who buys or uses the Service for the personal, household, agency or organisational consumption purposes of an individual, family, agency or organisation and not for commercial purposes, as defined in the Law on Protection of Consumers' Rights (Luật Bảo vệ quyền lợi người tiêu dùng).
Business Customer: an organisation, or an individual, that buys the Service for business or professional purposes and is not a Consumer.
XNK24 Pro or the application: the XNK24 Pro software installed on a Windows or macOS computer, including the AI models installed on the machine, updates and accompanying documentation.
Pro Plan: the right to use the full paid features of XNK24 Pro for a paid term.
Free Plan: the status of an account when it has no Pro Plan or valid trial, as set out in Article 25.
Setup fee: the one-off amount paid when starting to use the Pro Plan; it is the licence fee for activating the XNK24 Pro software and includes the first month of use. It is not a fee for an installation or deployment service.
1-month, 3-month, 6-month and 12-month plans: the prepaid amounts used to renew the Pro Plan, set out in Payment, renewal, refund and trial policy.
Usage Term: the period during which the Pro Plan is in effect, counted from the time the system records the payment.
Payment Code: the code unique to each account (displayed as "Mã khách hàng", Customer code), written in the transfer content so that the system records the payment against the correct account.
Active Device: the single computer that may use the account's Pro Plan at any one time.
Licence Check: the application asking the XNK24 server for the account status and receiving back a digitally signed confirmation.
Data Packs: datasets compiled by XNK24, downloaded to the machine and searchable without a network connection, such as tariff schedules, the HS nomenclature, legal texts, sanctions lists, import-export statistics and reference freight rates.
Your Documents: documents, attachments, chat content, goods descriptions, quotations, declaration worksheets, the Notebook (Sổ tay) and all data you enter or create in the application.
AI Output: content produced by an AI model in the Service, including answers, HS code suggestions, suggested fields in declaration worksheets, quotations extracted from texts, explanations of legal texts, Radar, the Bulletin (Bản tin) and other content labelled "AI-generated" (Do AI tạo).
Integrity Signals: technical records indicating possible interference with the licence or the application, described in Article 37.
Working Day: Monday to Friday, excluding public holidays and Tết under the law of Vietnam. Times and dates are counted in Vietnam time.

Article 3. The Service provider

Business name: CÔNG TY TNHH GIẢI PHÁP VIETFLOW (English name: VIETFLOW SOLUTION COMPANY LIMITED; short name: VIETFLOW SOLUTION LTD).
Enterprise code: 0111623049, first registered on 04/09/2026 at the Business Registration and Enterprise Finance Division (Phòng Đăng ký kinh doanh và Tài chính doanh nghiệp), Department of Finance of Hanoi City (Sở Tài chính Thành phố Hà Nội).
Registered office: 6th Floor, Viet A Building (Tòa nhà Việt Á), 9 Duy Tan Street, Cau Giay Ward, Hanoi City, Vietnam.
Telephone: 0941 221 183. Email: cto@xnk24.com.
Legal representative: Mr. Trần Gia Khánh – Director.

Full details and contact channels are at Company information.

Article 4. Language

These Terms are written in Vietnamese. XNK24 may provide an English version for reference.
If the Vietnamese and English versions differ, the Vietnamese version applies. For Consumers, however, if there is a difference the version more favourable to the Consumer applies.

Article 5. Effect and versions

Article 6. Concluding the contract by electronic means

Article 7. Changes to the Terms

XNK24 may amend the Terms and the documents listed in clause 2 of Article 1 when the Service changes, when the law changes or at the request of a competent authority.
For a material change, that is a change affecting your rights, obligations, prices, fees or the way your data is handled, XNK24 gives notice by registered email and in the application at least 15 days before the change takes effect. The notice states the change and the date of application. The new version has a new version number; the old version is retained under clause 2 of Article 5.
For a material change, the application and the website will ask you to agree again to the new version.
If you do not agree to a change, you may terminate the contract at any time before or after the change takes effect. XNK24 then refunds the prepaid but unused part of the term, calculated by the day, under Payment, renewal, refund and trial policy. You bear no penalty or cost for this termination.
A Usage Term you paid for before a price change takes effect keeps the price you paid.
Non-material changes (such as correcting spelling, updating contact information, or clarifying wording without changing meaning) apply from publication, with a new version.
A change that must take effect immediately under the law or at the request of a competent authority may take effect sooner than the period in clause 2. XNK24 then gives notice as early as possible, and you keep the right in clause 4.

Article 8. Interpretation of the Terms

The Terms are interpreted under the law of Vietnam. For Consumers, a term capable of more than one interpretation is interpreted in the way more favourable to the Consumer.
Chapter and article headings are for ease of reading only and do not change the content.

Chapter II. Accounts

Article 9. Registering an account

You register an account with an email address and password on xnk24.com or in the XNK24 Pro application.
You undertake that your registration information is accurate and that you will update it when it changes, especially your email address, because XNK24 sends important notices (renewal reminders, changes to the Terms, suspension) to this address.
If you register or pay on behalf of an organisation, you undertake that you have authority to bind that organisation to these Terms.

Article 10. Email verification

You need to verify your email address (by clicking the link XNK24 sends to it) to take the trial of XNK24 Pro and to post on Hỏi đáp.
XNK24 does not accept email addresses from disposable email services for the trial.

Article 11. Age

You must be at least 18 years old to register an account yourself. A person under 18 may use the Service only with the consent and supervision of a parent or guardian, who agrees to these Terms on behalf of the person under 18.
The Service is a professional tool and is not aimed at children. XNK24 does not knowingly collect children's personal data. If we learn that an account belongs to a child without the consent of a parent or guardian, XNK24 will contact you to verify and may close that account.

Article 12. Account security

You keep your password confidential and do not share it with others. You are responsible for activity under your account, unless that activity occurs because of XNK24's fault.
If you suspect your account is being used by someone else, you must change your password and notify XNK24 immediately through the channels in Article 46. XNK24 will help to lock and restore the account temporarily.
Your Documents are on your computer, not on XNK24 servers. XNK24 is responsible for the safety of the software. The computer, the operating-system account and the people allowed to use the machine are under your control, so that protection is yours to provide. The application's database on the machine is not separately encrypted by the application, so XNK24 recommends that you turn on full-disk encryption (BitLocker on Windows, FileVault on macOS), set a sign-in password for the machine, not share a machine account with others, and back up important data yourself. See also Security and vulnerability reporting.

Article 13. One person, one account

Each account is for one person. You must not share, lend, rent, sell or transfer an account.
Each person may use only one account for the Pro Plan and trial. You must not create multiple accounts to take the trial repeatedly or to avoid the device limit.
A business with several users needs one account and one Pro Plan for each person. A business needing multiple accounts may contact XNK24 for advice.

Chapter III. The Service and the XNK24 Pro licence

Article 14. Description of the Service

The xnk24.com website provides the blog, the Hỏi đáp community, the account pages (payment, payment history, support requests) and the application download page.
XNK24 Pro is an AI assistant for import-export and logistics work, running on your own computer. The main features as at the date these Terms apply are: Dashboard (Bảng điều khiển), Chat with specialised assistants, Bulletin (Bản tin), Radar, Articles (Bài viết), Hỏi đáp, HS lookup (Tra cứu HS), Legal text lookup (Tra văn bản), Trade statistics (Thống kê XNK), Freight quotation (Báo giá cước), Declaration (Tờ khai, worksheets in the ECUS format), Notebook (Sổ tay) and Skills (Kỹ năng, professional lessons). A description of each feature is on the xnk24.com home page and in the application.
The AI model runs on your machine's processor. The AI assistant in XNK24 Pro does not search the Internet and does not send Your Documents anywhere.
XNK24 Pro needs an Internet connection to: download the AI model the first time, download and update Data Packs, perform the Licence Check, receive the Bulletin, Radar and Articles, use Hỏi đáp and Support, and check for application updates. The rest can be used offline, within the limit in Article 18.
XNK24 Pro does not file customs declarations, does not connect to customs authority systems and does not carry out procedures with any authority on your behalf.

Article 15. System requirements

A computer running Windows 10 or Windows 11, or a Mac using an Apple chip (macOS 11 or later).
RAM of 8 GB or more; a machine with 16 GB runs more smoothly. A discrete graphics card is not required.
Sufficient free disk space for the AI model (downloaded once, with its size shown before download) and the Data Packs.
An Internet connection for the purposes listed in clause 4 of Article 14.
The response speed of the AI assistant depends on your machine's specification. XNK24 does not guarantee speed on a machine that does not meet the requirements above.

Article 16. Software licence

For as long as a Pro Plan or trial is in effect, XNK24 grants you the right to use XNK24 Pro and the accompanying Data Packs. This right is non-exclusive, non-transferable and non-sublicensable, and is only for your own work or study, on the Active Device, in accordance with these Terms.
On the Free Plan, you may use the parts of the application set out in Article 25.
XNK24 Pro is licensed, not sold. XNK24 retains all rights not expressly granted to you in these Terms.
The application contains open-source components and third-party AI models, which apply under each component's own licence. The list and licence texts are in the application (Settings → About) and at Third-party licences. If a component's licence gives you more rights than these Terms in respect of that component itself, that licence applies.

Article 17. One Active Device and changing devices

Each account has one Active Device at a time. You may install the application on several machines, but the Pro Plan can be used only on the Active Device.
When you sign in on another machine, the application asks "Switch to this machine?" (Chuyển sang máy này?). If you confirm, the new machine becomes the Active Device and the old machine can no longer use the Pro Plan.
You may change devices yourself up to 4 times in any 30 consecutive days. From the 5th change within the same 30 days, the application refuses and opens a ready-made message to Support; XNK24 reviews the case and helps with the change where there is a legitimate reason (such as a broken, lost or replaced machine).
The machine is identified by a salted hash of the machine identifier supplied by the operating system; the original identifier never leaves your machine. Details of device data are in the Privacy policy and personal data processing notice.
XNK24 does not store or transfer Your Documents between machines. When you change machines, the data on the old machine stays there; you transfer data yourself if needed.

Article 18. Licence Check and offline use

The application performs a Licence Check with the XNK24 server when it is opened and about every 24 hours when online. At each check the server returns a digitally signed account status; the application accepts only one with a valid signature, for the correct account and the correct machine.
You can use the Pro Plan without a network connection for up to 7 days from the most recent successful Licence Check. After 7 days you need to connect to the network so that the application can check again; until it can, the application operates as the Free Plan and the data on the machine is not lost.
If the machine's clock has been turned back relative to the time the application has recorded, the application must perform a Licence Check online again before you continue to use the Pro Plan.
The Licence Check is part of performing the contract. The data sent at each check is account and device data and does not include Your Documents; the specific list is in the Privacy policy and personal data processing notice.

Article 19. Software updates

The application checks for updates when opened and periodically. Updates are digitally signed and are installed only when you click install. Before running a new version for the first time, the application backs up the database on the machine.
Updates are provided at no additional charge during the Usage Term.
XNK24 may stop supporting an old version when it has a security flaw or is no longer compatible with the server or Data Packs. XNK24 will then notify you and ask you to update.

Article 20. Data Packs

Article 21. Maintenance and interruptions

XNK24 gives notice on the website, in the application or by email at least 03 Working Days before each planned maintenance that interrupts the website, Licence Check, Data Pack downloads, Hỏi đáp or Support.
When an emergency incident must be dealt with (such as a security incident, an attack on the systems or an infrastructure failure), XNK24 may carry out maintenance immediately and give notice as early as possible.
While the server is under maintenance, the parts that run on your machine can still be used within the 7-day limit in clause 2 of Article 18.
XNK24 does not suspend the Service in breach of these Terms. If an interruption caused by XNK24's fault leaves you unable to use the Pro Plan for one or more full days, XNK24 adds those days to the Usage Term on your request, or refunds by the day if you terminate the contract.

Article 22. Changes to features

XNK24 may add, improve, change or discontinue a feature to improve quality, ensure safety or comply with the law.
If a change significantly reduces a main feature of the Pro Plan during a term you have prepaid, XNK24 gives notice at least 15 days before applying it (unless it must be done immediately under the law or for safety), and you have the right to terminate the contract and receive a refund by the day for the unused part of the term.

Chapter IV. Trial, prices and payment

Details are in Payment, renewal, refund and trial policy. The articles below are the core terms of the contract.

Article 23. 7-day trial

An account with a verified email address may use the full Pro Plan for 7 days, starting from the first sign-in in the application. The trial requires no payment and does not automatically convert to a paid plan.
Each account and each machine may take the trial only once. Disposable email addresses are not accepted.
After 7 days the account reverts to the Free Plan. There is no grace period for the trial.
XNK24 may refuse the trial to an account, email address or machine connected with trial abuse or interference with the licence. If you believe you were refused in error, contact Support for review.

Article 24. Prices, payment and term

Prices (in Vietnamese dong): setup fee 1,369,000 VND, which includes the first month of use; 1-month plan 90,000 VND; 3-month plan 255,000 VND; 6-month plan 480,000 VND; 12-month plan 900,000 VND. Prices include value added tax where applicable; electronic invoices are issued as required by regulations.
You agree to pay in advance for each Usage Term. Payment is by bank transfer (scanning a VietQR code) to MB Bank account number 9671168888, account holder VIETFLOW SOLUTION CO LTD, with your Payment Code in the transfer content.
The system records payments automatically. The Usage Term is counted from the time of recording. If you renew before expiry, the new term is added consecutively to the current term.
Certain roles invited by XNK24 (such as staff and partners) do not pay the setup fee, as stated in the invitation.
The Pro Plan does not renew automatically. XNK24 sends a reminder email 14 days before the expiry date, and in every case no later than 07 Working Days before the expiry date. The email states the expiry date and the fee to continue. You decide whether to renew.
After the expiry date, the Pro Plan can be used for a further 3-day grace period before the account reverts to the Free Plan.

Article 25. Free Plan

On the Free Plan, you can still open the application and all data on your machine remains intact: you can review and export what you have done (chats, declaration worksheets, documents, quotations, Notebook).
You cannot run new tasks using paid features, including new tasks that need the AI model, and you do not receive Data Pack updates.
Other free parts are published on the Pricing page (Bảng giá) on xnk24.com.
XNK24 does not delete data on your machine when the account reverts to the Free Plan.

Chapter V. Rights and obligations

Article 26. XNK24's rights

To receive payment at the published price for the term you choose.
To require you to use the Service in accordance with these Terms and the Acceptable use policy.
To suspend, restrict or terminate an account following the procedure in Chapter VIII.
To remove violating content on Hỏi đáp under the Community rules.
To claim compensation for actual damage when you breach the Terms and cause loss, under Article 39 and the law.
To retain Integrity Signals, logs and related records as evidence, under Article 39.
To refuse the trial to an account, email address or machine connected with abuse, under clause 4 of Article 23.

Article 27. XNK24's obligations

To provide the Service as described in Chapter III and for the term you have paid for.
To publish prices, fees and terms of trade fully and accurately before you pay.
To protect your personal data under the Privacy policy and personal data processing notice and the law on personal data protection.
To give notice before maintenance, changes to the Terms, price changes and before the expiry date, within the periods in these Terms.
To refund in accordance with Payment, renewal, refund and trial policy.
To receive and resolve complaints under Chapter X.
To label AI Output "AI-generated" (Do AI tạo), so that you can recognise when you are using AI-generated content and distinguish it from text quoted verbatim from official sources.
To remain responsible for the Service even where XNK24 uses other providers (such as servers and email delivery) to provide it.

Article 28. Your rights

Article 29. Your obligations

To provide accurate registration information and keep your account confidential, under Chapter II.
To pay the correct amount with the correct Payment Code.
To use the Service in accordance with the law, these Terms and the Acceptable use policy.
To protect your computer and the data on it as recommended in clause 3 of Article 12.
To have a lawful basis when entering other people's personal data (such as contact details in documents) into the application. That data is processed on your machine, at your decision.
Not to post customer documents, invoices, declarations or counterparty information on Hỏi đáp or in Support tickets.

Article 30. You are the customs declarant and the decision-maker

XNK24 is a reference and drafting-support tool. XNK24 is not a customs agent, does not make declarations in its own name and does not file declarations for you.
You (or the agent you engage) are the customs declarant and are legally responsible for the accuracy of the content declared, the documents submitted and presented, the HS code, value and origin, and for all your business decisions.
XNK24's HS code suggestions are not an advance ruling on the classification of goods. Only the customs authority has the power to make an advance ruling on classification and to decide the classification when it does not accept the code given by the declarant.
Before using AI Output, Data Packs, reference freight rates or statistics for a declaration, contract or payment, you need to check them against the original texts and official sources.
The professional limits of each feature are in the Professional disclaimer.

Chapter VI. Intellectual property

Article 31. Software, Data Packs and trademarks

XNK24 Pro, the xnk24.com website, the interface, source code, adapted AI models, assistants, lessons, articles, Bulletins, Radar and documents created by XNK24 are owned by XNK24 or its licensors and are protected under intellectual property law.
Data Packs compiled by XNK24: XNK24 selects, standardises, arranges, labels and updates data from published sources. Your right in a Data Pack is the right to look it up in the application under Article 16.
"XNK24" and the XNK24 logo are trademarks of XNK24. You must not use them in a way that causes confusion about origin or about a connection with XNK24.

Article 32. Legal texts and public data

Legal normative documents, administrative documents and official translations of them are not subject to copyright protection. You are free to use the content of those documents.
Article 32 does not permit bulk copying of Data Packs contrary to Article 33. Machine-assembled consolidated texts, labels, links between texts, arrangement and standardisation in a pack are the result of XNK24's compilation.

Article 33. Bulk extraction prohibited

You must not extract, copy, download, export or distribute all or a substantial part of a Data Pack, by automated tools or manually, to build another database, product or service, or to share with persons who do not have a Pro Plan.
You may quote and copy individual lookup results into your own work (such as entering an HS code and tax rate into a worksheet, or quoting an article of law in a letter to a customer).

Article 34. Your content

Your Documents belong to you. XNK24 has no rights in Your Documents and cannot access them, because they are on your machine.
AI Output generated in the application from Your Documents is for use in your work. XNK24 claims no rights in those outputs.
For content you post on Hỏi đáp, you keep your copyright and permit XNK24 to store, publicly display, reformat and distribute that content on the website and in the application to operate the community, free of charge, for as long as the content remains on Hỏi đáp. You undertake that you have the right to post that content.
If you send feedback or suggestions to XNK24, XNK24 may use them to improve the Service without payment.

Chapter VII. Data

Article 35. Personal data

XNK24 collects and processes your personal data (such as email, account information, device, payment, and Hỏi đáp and Support content) under the Privacy policy and personal data processing notice. That policy sets out the purposes, scope, retention periods, data recipients, protective measures and how you exercise your rights.
Sending error reports, usage statistics and performance measurements is optional, off by default, and is not a condition of buying or using the Service. You can turn it on or off at any time in Settings.
When a cybersecurity incident or a personal data leak is discovered, XNK24 handles it and notifies the competent authority and affected persons within the periods stated in the Privacy policy.

Article 36. Your Documents stay on your machine

Documents, attachments, chat content, goods descriptions, lookup queries, quotations, declaration worksheets and the Notebook are processed by the AI model on your machine and stored on your machine. They are not sent to XNK24, and are not part of the Licence Check, error reports or usage statistics.
Content leaves the machine only when you send it yourself: when you post on Hỏi đáp, submit a Support ticket, or send a file or email to someone else.
You decide whether to save, back up, export or delete Your Documents. The application has functions to delete individual chats and to delete all data on the machine. XNK24 cannot recover data you have deleted or lost on your machine.

Chapter VIII. Integrity Signals, suspension and termination

Article 37. Integrity Signals

To detect circumvention of the licence, the application and the server record certain technical signals, for example: an invalid licence signature; the machine clock turned back or the application's time-tracking data deleted; an executable that differs from the official release; touching pre-installed check points in the application that ordinary users never use; a machine used by several accounts; device-change requests exceeding the limit; a trial refused because the machine has already taken a trial; a Data Pack download from a machine that is not the Active Device.
Integrity Signals consist only of technical information (signal type, short description, account identifier, machine hash, application version, IP address). Signals never include Your Documents, file names or paths in your work.
An Integrity Signal does not automatically lead to any measure. There is no automatic locking, automatic slowing or automatic finding of a violation. Every decision is reviewed and made by XNK24 staff under Article 38.
An individual signal may have an innocent cause (such as an incorrect machine clock or interference from antivirus software). XNK24 assesses signals together with the specific circumstances and your explanation.

Article 38. Review and suspension procedure

Article 39. Retention of evidence and consequences of abuse

XNK24 retains Integrity Signals, logs and related records as evidence for the periods in the Privacy policy and personal data processing notice, and longer where needed to resolve complaints or disputes or at the request of a competent authority, until that matter ends.
If you crack the software, interfere with the licence, share or resell an account, bulk-extract Data Packs or attack the systems, then in addition to the measures in Article 38 you must compensate the actual damage caused to XNK24 as provided by law, including reasonable costs of preventing and remedying the damage.
XNK24 may notify the competent state authorities of conduct showing signs of breaking the law.

Article 40. You terminate the contract

You have the right to terminate the contract at any time, without giving a reason, by sending a request through Support in the application, by email to cto@xnk24.com, by telephone on 0941 221 183, or by using the "Request account deletion" (Yêu cầu xoá tài khoản) section on the Account page.
The contract terminates at the time you send the request. XNK24 refunds the prepaid but unused part of the term under Payment, renewal, refund and trial policy. You pay only for the part used.
If you only want to stop renewing, you need do nothing: the Pro Plan does not renew automatically.
After termination, the account and personal data on the server are handled under the Privacy policy and personal data processing notice. Data on your machine is managed by you.

Article 41. XNK24 terminates the contract or discontinues the Service

XNK24 terminates the contract for your violation only after the procedure in Article 38. XNK24 then still refunds the prepaid but unused part of the term, unless the parties agree to set it off against compensation for damage, or a competent authority so decides.
If XNK24 discontinues the Service or the Pro Plan for its own reasons, XNK24 gives at least 30 days' notice and refunds the whole prepaid but unused part of the term.

Chapter IX. Limitation of liability

Article 42. XNK24's responsibility

XNK24 is responsible for providing the Service as described and in accordance with the commitments in this set of documents: Licence Check, updates, maintenance with advance notice, handling of personal data in accordance with the Privacy policy, and refunds in accordance with the policy.
If XNK24 breaches the contract and causes you loss, XNK24 compensates as provided by law. For Consumers, these Terms do not limit or exclude the liability that the law imposes on XNK24.

Article 43. What XNK24 cannot guarantee

AI Output can be wrong. AI models may give answers, HS code suggestions, worksheet fields or explanations that are inaccurate or incomplete, even when they appear confident. AI Output is for reference only and is not legal advice, tax advice or an opinion of the customs authority.
Laws and tariffs change. Legal texts, tariff schedules, sanctions lists, statistics and freight rates may change after the date a Data Pack was updated.
Third-party data. Data Packs are compiled from published sources of state agencies, international organisations, partners and public websites. XNK24 states the source and date, but does not control the completeness, accuracy or timeliness of the source.
Your computer and Internet connection. The speed, stability and safety of the application depend on your computer, operating system, other software on the machine and your Internet connection.
Accordingly, you need to cross-check and decide for yourself under Article 30. Where loss arises partly because you used the content in clauses 1 to 4 without checking it against official sources, each party's responsibility is determined by each party's degree of fault, under the law. XNK24 is responsible for loss caused by XNK24's fault, for example where XNK24 distorts the verbatim text of a document in a Data Pack or misdescribes the functions of the Service.

Article 44. Limitation of liability for Business Customers

This Article applies only to Business Customers and does not apply to Consumers.
XNK24's total liability for all claims arising from or related to the contract shall not exceed the total amount you actually paid to XNK24 in the 12 months before the event giving rise to liability.
XNK24 is not liable for lost profits, revenue, business opportunities, damage to reputation or indirect loss, including fines or back-payments imposed on you by state authorities.
Clauses 2 and 3 do not apply to loss caused by XNK24's intentional fault or gross negligence, to loss of life or damage to health, or to cases where the law does not permit liability to be limited.
By agreeing to these Terms when registering, when paying, or when agreeing on behalf of an organisation, a Business Customer confirms that it has read and separately agrees to Article 44. A Business Customer wishing to agree a different level of liability may contact XNK24 to sign a separate contract; the separate contract takes priority.

Article 45. Force majeure

Force majeure is an event that occurs objectively, cannot be foreseen and cannot be overcome despite the application of every necessary measure and within the capability available, for example natural disaster, fire, epidemic, war, a decision of a state authority, or a widespread Internet or power failure not caused by the fault of the affected party.
A party affected by a force majeure event is not liable for delay or non-performance of its obligations while the event lasts, but must notify the other party as early as possible and take all possible measures to limit the loss.
A force majeure event does not remove your right to terminate the contract and to a refund of the unused part of the term.

Chapter X. Complaints and dispute resolution

Article 46. Channels for receiving complaints

You may send a support request or complaint through any of the following channels:

The Support section in the XNK24 Pro application, or the Account page on xnk24.com;
Email: cto@xnk24.com;
Telephone: 0941 221 183.

A complaint should state the account email, what happened, when it happened, and the Payment Code if it relates to payment.

Article 47. Procedure and resolution times

XNK24 gives a first response within 02 Working Days of receiving a complaint.
If you request negotiation, XNK24 carries out negotiation within 07 Working Days of receiving the request.
If XNK24 rejects your request, it replies in writing (by email) with reasons.
Expected resolution times by type of matter:

Type of matter	Expected time
Payment not recorded, wrong amount, missing Payment Code	02 Working Days
Device change beyond the limit, Licence Check error	02 Working Days
Refund	Within 30 days of receiving the request
Objection to a decision to suspend or restrict an account	07 Working Days
Request about personal data	Within the period in the Privacy policy and personal data processing notice
Report of violating content on Hỏi đáp	Under the Community rules
Software error, quality of AI Output, other feedback	07 Working Days to reply with how it will be handled

Article 48. Dispute resolution

Disputes are resolved first by negotiation under Article 47.
If negotiation fails, the parties may request mediation.
Disputes are resolved by arbitration where the parties have an arbitration agreement. For Consumers, an arbitration agreement may be made only after the dispute has arisen and with the Consumer's consent.
If there is no arbitration agreement, disputes are resolved at the competent Court under the law of Vietnam.
Nothing in these Terms limits a Consumer's right to complain or to bring a claim, including the right to sue at the Court where the Consumer resides as provided by law.
This contract is governed by the law of Vietnam.

Chapter XI. Implementation provisions

Article 49. Notices

XNK24 gives you notice by your registered email, in the application or on the Account page. You need to keep your registered email address usable.
You give notice to XNK24 through the channels in Article 46.

Article 50. Assignment

You may not assign your rights and obligations under this contract to another person without XNK24's written consent.
XNK24 does not assign its obligations to you to a third party without your consent, unless the law provides otherwise (such as on a corporate reorganisation). XNK24 then gives you prior notice and you have the right to terminate the contract and receive a refund by the day.

Article 51. Partial validity

If a provision is determined by a competent authority to be invalid or unenforceable, the remaining provisions remain in effect.
For Consumers, any provision contrary to the law on protection of consumers' rights does not apply; the Consumer's rights under the law are preserved.

Article 52. Retention of the contract

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