Terms & Policies
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1. Terms of Use
1.1. Introduction
Welcome to the website of CÔNG TY TNHH ONLY NGON. By accessing and using this website, you agree to comply with and be bound by the following terms and conditions. Please read carefully before using our services.
1.2. Intellectual Property
All content on this website including but not limited to text, images, logos, designs, icons, and software is owned by CÔNG TY TNHH ONLY NGON and is protected by Vietnamese intellectual property laws. Reproduction, distribution, or use of content without our written consent is strictly prohibited.
1.3. Conditions of Use
By using our services, you agree to:
- Provide accurate and complete information when placing orders
- Not use the website for any unlawful purpose
- Not interfere with the normal operation of the website
- Be responsible for maintaining the security of your account
- Comply with Vietnamese law when using our services
1.4. Pricing and Payment
All product prices are listed in Vietnamese Dong (VND). We reserve the right to change prices at any time without prior notice. The applicable price is the price at the time of order placement. For VAT and delivery fees, see "Pricing and Fees" in the Payment Methods section.
1.5. Order Confirmation
After you place an order, we will send confirmation via your chosen communication channel. An order is only considered complete once we confirm it. We reserve the right to refuse or cancel orders if products are out of stock, order information is inaccurate, or for other reasonable causes.
1.6. Limitation of Liability
We are not liable for any direct, indirect, incidental, or consequential damages arising from the use or inability to use this website, except where caused by our intentional fault.
1.7. Governing Law
These terms are governed by and construed in accordance with the laws of the Socialist Republic of Vietnam. Any disputes shall be resolved at the competent courts in Ho Chi Minh City, Vietnam.
2. Privacy Policy
This privacy policy describes how CÔNG TY TNHH ONLY NGON collects, uses, and protects your personal information in compliance with the Law on Personal Data Protection No. 91/2025/QH15 and Decree 356/2025/ND-CP.
2.1. Information We Collect
We may collect the following information:
- Full name
- Phone number
- Email address
- Delivery address
- Order information and purchase history
- Device and browser information (cookies, IP address)
2.2. Purpose of Collection
Your personal information is collected to:
- Process and deliver your orders
- Communicate about orders and services
- Improve product and service quality
- Send promotional information (with your consent)
- Comply with legal requirements
2.3. Information Sharing
We do not sell, trade, or rent your personal information to third parties. Information is only shared in the following cases:
- Delivery partners (to fulfill deliveries)
- Payment service providers
- As required by competent government authorities
- With your consent
2.4. Information Security
We implement appropriate technical and organizational measures to protect personal information from unauthorized access, loss, or disclosure. However, no method of transmission over the Internet is completely secure.
2.5. Your Rights
Under the Law on Personal Data Protection No. 91/2025/QH15, you have the right to:
- Know about the processing of your personal data
- Consent or refuse consent to data processing
- Access your personal data
- Delete or request deletion of your personal data
- Restrict data processing
- Withdraw consent
- File complaints, denunciations, and lawsuits
2.6. Cookies
This website uses cookies to improve user experience. You can disable cookies in your browser settings, but this may affect some website features.
2.7. Data Breach Notification
In the event of a personal data breach, we will notify the relevant authorities and affected individuals within 72 hours as required by law.
2.8. Privacy Contact
If you have questions about this privacy policy or wish to exercise your rights, please contact: [email protected] or call 090 9542056.
2.9. Location
If you allow it, the app and the website use your device location only while you are using them. We use it to show the shop nearest to you and to fill in your delivery address. We do not keep a history of your location. The delivery address you confirm on an order is kept with that order.
2.10. Push Notifications
If you allow notifications, the app registers a push notification token for your device and links it to your account. We use it to send order updates and to update the live order card on your lock screen. You can turn notifications off in your device settings. The token is deleted when you delete your account.
2.11. Camera
The app asks for camera access only when you scan a QR code at the shop. The image is read on your device. We do not store images or video.
2.12. Wallet
If you use the wallet, we keep your balance, your top-ups and your wallet transactions, linked to your account, so we can show them to you and keep accounting records.
2.13. Sign-in
You sign in with your phone number. We send a one-time code by SMS to confirm the number, through an SMS service provider. On the website you can also sign in with your Google account. The app uses phone number only.
2.14. Analytics and Error Reporting
Google Analytics and our visitor ID cookie run only after you accept analytics cookies in the cookie settings. The website also uses Cloudflare Web Analytics to count visits, and reports technical errors through Sentry without personal data. The app has no error reporting tool.
2.15. Retention
We keep your account details while your account is open. Orders and invoices are kept as required by the law on accounting and tax. When you delete your account, personal details are deleted or anonymised. Order, invoice, wallet and loyalty records are kept for accounting.
2.16. Delete Your Account
You can delete your account in the app (Account, Profile, Delete account) or request deletion by email or phone. See the Delete your account page.
3. Shipping & Delivery
3.1. Delivery Area
We provide delivery services within Ho Chi Minh City. Specific delivery coverage may change depending on conditions and timing.
3.2. Delivery Time
Estimated delivery time will be communicated when you place your order, depending on distance and traffic conditions. Typically 30 minutes to 2 hours within the city center.
3.3. Delivery Fees
Delivery fees are calculated based on distance and will be clearly displayed before you confirm your order. Free delivery may be available for orders meeting minimum value requirements per our current policy.
3.4. Receiving Orders
Upon receiving your order, please check the product condition. If you find any damage or discrepancy, please contact us immediately at 090 9542056.
3.5. Delivery Risk
Risk transfers to the buyer upon successful delivery. In cases of damage during transit, we will replace the product or issue a refund.
3.6. Pre-orders
Some products require advance ordering. Pre-order lead times are specified on the product page. Please note the lead time to ensure timely processing.
4. Payment Methods
4.1. Accepted Payment Methods
We currently accept the payment methods below. This list matches the options you see at checkout.
- Bank transfer (VietQR code): Scan the VietQR code shown at checkout to transfer the exact amount and reference.
Refund: Refunded by bank transfer to the account that paid, or to another account you provide. - PayPal or international card: Pay with PayPal or an international card on the PayPal payment page.
Refund: Refunded to the PayPal account or card that paid.
4.2. Payment Security
We are committed to securing your payment information and do not store card details on our systems. Online payments (where offered) are processed through third-party payment gateways.
4.3. Invoices
We provide electronic invoices (VAT) upon request. Please provide your tax code when placing your order if you need a VAT invoice.
4.4. Pricing and Fees
All prices on the website are listed in Vietnamese Dong (VND).
- Listed prices include value added tax (VAT).
- Delivery fees are not included in item prices. They are calculated separately for your delivery address and shown at checkout before you confirm your order. Orders of 500.000₫ or more get free delivery.
4.5. Loyalty Points
Where the store runs a loyalty program, loyalty points can only be redeemed for the offers or rewards in that program. Loyalty points cannot be exchanged for cash.
5. Return & Refund Policy
5.1. Return Conditions
You may request an exchange or refund in the following cases:
- Product damaged during delivery
- Wrong product delivered
- Product quality does not meet standards
5.2. Request Deadline
Return requests must be submitted within 24 hours of receiving the order. Please take photos of the product and contact us immediately for assistance.
5.3. Refund Process
After verifying a valid request, we will process the refund within 7 business days via the original payment method or as agreed upon.
5.4. Exceptions
The return policy does not apply to:
- Products that have been used or consumed
- Products damaged due to customer fault
- Custom-made orders
- Requests submitted after the deadline
6. Complaint Resolution
6.1. How to Submit a Complaint
You can send a complaint through any of these channels:
- Online, by email: [email protected]
- Online, through the Contact page of this website
- Phone: 090 9542056
- In person at: 23B Lê Văn Miến, Phường An Khánh, TP. Hồ Chí Minh
Please include your order number, name, phone number, a description of the problem and any photos.
6.2. Resolution Process
- We receive your complaint and confirm to you within 24 hours.
- We verify the details and contact you if we need more information.
- We propose a resolution to you.
- We carry out the agreed resolution and tell you the result.
6.3. Expected Resolution Times
- First response: within 24 hours of receiving the complaint.
- Order and delivery issues (missing or wrong items, late delivery, quality): within 3 working days.
- Payment and refund issues: within 7 working days.
- Other complaints: within 7 working days.
If a case is complex and needs more time, we will tell you why and give you a new date.
6.4. Dispute Resolution Authorities
If a direct resolution is not possible, you have the right to:
- File a complaint with the Department of Industry and Trade of HCMC
- File a complaint with the Competition and Consumer Protection Authority
- File a lawsuit at the competent court