Terms of Service

1. General terms

Welcome to the Terms of Service of CarDoctor, operated by Car Doctor Vietnam Joint Stock Company (hereinafter referred to as “CarDoctor” or “We”). We reserve the right to modify, adjust, amend, add, or remove any part of these Terms of Service at any time. Changes take effect immediately upon being posted on the System. By using our Platform, you accept and agree to comply with the newly updated Terms of Service. If you do not agree with any provision of these Terms of Service, please discontinue using the Services or contact us for support.

2. Introduction to the platform

CarDoctor is an online platform (hereinafter referred to as the “Platform”) that connects Customers who are car users (“Customers”) with Service Providers offering car repair, roadside assistance, and other related automotive services (“Service Providers”), as well as Product Providers supplying reputable, high-quality car parts, components, and accessories (“Product Providers”). The Service Providers and Product Providers are collectively referred to as “Providers.” Providers and Customers are collectively referred to as “Users” or “you.”

By joining our system, Customers can quickly find Providers that meet their needs. At the same time, Providers can promote and offer their Products and Services to Customers across Vietnam. All Services and utilities provided through the Platform’s connections are collectively referred to as the “Services.”

We act as an intermediary Platform connecting Users and are solely responsible for the quality of our connection services.

We are not responsible for the quality of Products/Services or any other issues related to the Products/Services provided by the Providers.

3. Scope of application

These Services apply to all Users with an account on CarDoctor, including:

  1. Service Providers: Entities providing car repair, roadside assistance, and other automotive services to Customers through the Platform’s connections.
  2. Product Providers: Entities supplying car parts, components, accessories, and other related products to Customers through the Platform’s connections.
  3. Customers: Individuals or entities using the Services to connect with Providers via the Platform. CarDoctor facilitates these connections, addressing Customer concerns and meeting their needs for automotive Products/Services.

4. Regulatory scope

  1. Conditions for using the Platform
  2. Accounts
  3. Legal basis for relationships between Users
  4. Community guidelines and principles
  5. Rights and obligations of parties
  6. Sales and payment methods
  7. Ownership and intellectual property
  8. Penalties and compensation for damages
  9. Dispute resolution
  10. Force majeure
  11. Liability exclusions
  12. Third-party service integrations
  13. Severability
  14. Other provisions

5. Conditions for using the platform

Our Platform is only available to members who are at least 18 years old and have full legal capacity as prescribed by law to register an Account and use the Services on the Platform.

We do not allow any individual who does not meet these requirements to use an Account or perform any activities on the Platform. Any actions taken on the Platform by anyone other than the Account holder must be authorized and supervised by the Account holder throughout the usage process. The Account holder is fully responsible for any violations of this provision.

Users are permitted to access and use the Platform and the Services provided by CarDoctor from the moment they successfully register an Account.

6. Community guidelines and principles

6.1. Guidelines

  1. Compliance with social ethics and legal regulations in conducting any activities on the Platform.
  2. Continuous improvement of automotive-related Products/Services to ensure the best experience for Customers.
  3. Raising awareness among vehicle owners on the proper usage, maintenance, and repair of automobiles, contributing to the goal of reducing risks and traffic accidents.

6.2. Implementation Principles

  1. Users are responsible for the accuracy and legality of the information they provide and/or publish.
  2. Users must act honestly and responsibly regarding the content they provide and/or publish.
  3. Users are prohibited from sharing or publicly displaying any content, images, or Services that violate social ethics or legal regulations.
  4. Users must ensure the quality of Products and Services, continuously update their professional knowledge and skills, and actively receive feedback from Customers to enhance the quality of their Products/Services.

7. Accounts

7.1 User agreements

  1. Keep their password confidential and use only their own username and password when logging in.
  2. Ensure they log out of their Account after each session on the Platform.
  3. Not transfer, rent, or allow others to use their Account.
  4. Immediately notify CarDoctor if they detect any unauthorized use of their Account, username, or password. Users are fully responsible for all activities performed under their username and Account, even if they did not personally execute those actions. CarDoctor shall not be liable for any losses or damages incurred by Users or third parties due to unauthorized Account usage or any failure to comply with these Terms of Service.

7.2. Third-party access

Users may use their Account to access websites or services of other providers if permitted by CarDoctor. The usage of such Products and Services, as well as compliance with the terms and conditions required by third-party providers, is solely a matter between the User and the respective provider. CarDoctor does not monitor and is not responsible for any agreements between Users and these providers.

7.3. Account deletion

CarDoctor reserves the right to immediately delete a User’s Account and username and remove any related content from CarDoctor without notice or liability under the following circumstances:

  1. The Account has been inactive for an extended period.
  2. The User provides false information.
  3. The User violates any terms or principles of these Terms of Service.
  4. The User engages in illegal, fraudulent, harassing, invasive, threatening, abusive, or disruptive activities that negatively affect the community or pose threats to public security.
  5. A single User owns multiple Accounts.
  6. The User’s actions harm other Users, third parties, or CarDoctor’s partners.
  7. The User commits fraud, exploits loopholes, or manipulates others to engage in fraudulent activities that violate CarDoctor’s policies.

 

CarDoctor may report illegal, fraudulent, or abusive Account usage to relevant authorities without prior notice to the User. If a dispute arises regarding the deletion of an Account or the User’s access to the Services for any reason, CarDoctor reserves the right to terminate the Account immediately without notice.

7.4. User-Initiated account deletion

Users who wish to delete their Account for personal reasons may submit a request via the Platform, email, hotline, or in writing. Users must complete all pending transactions before their Account can be deleted.

7.5. CarDoctor’s liability

CarDoctor is not responsible for any losses arising from actions related to Account management under these Terms. Users agree to indemnify CarDoctor against any claims or disputes related to their Account.

8. Legal relationship between Users

8.1. Users acknowledge and agree that: A Service Contract is established between Customers and Service Providers when a Customer schedules a service or makes a purchase through CarDoctor’s system and the Provider confirms the booking or order. A Sales Contract is established between Customers and Product Providers when an order is successfully placed through the system. These contracts are governed by system regulations, agreements between Users, and any other commitments made when using the system. Users are responsible for contract execution, service provision, product delivery, and warranty claims. CarDoctor does not intervene in transactions between Users unless there is a separate agreement with one of the parties involved.

8.2. The legal relationship between Users terminates when the agreed service has been completed without any outstanding claims, and all payments have been settled or the service is terminated by mutual agreement between the relevant Users.

9. Rights and obligations of Users

9.1. General rights and obligations

  1. Maintain courteous and professional communication in verbal and written interactions on the CarDoctor Platform. Avoid offensive language or behavior that violates Vietnamese law.
  2. Users may submit complaints if their rights are violated, including but not limited to: counterfeit products, poor service quality, defamation, threats, or harassment.
  3. Users must not share or display content involving minors without guardian consent or use the Services to cause direct or indirect harm to minors.
  4. Users must not impersonate any individual or organization or misrepresent information.
  5. Users must not forge or manipulate content to conceal the origin of any information shared on the Platform.
  6. Users must not violate others’ privacy using CarDoctor’s system.
  7. Users must not engage in activities that disrupt, overload, or impair the Platform’s functionality.

9.2. Rights and obligations of Service Providers

  1. Provide accurate business information, including registration certificates, legal representatives, and service details.
  2. Ensure high service quality, continuously improving to enhance customer experience.
  3. Practice honesty in marketing and communication about services on CarDoctor and other platforms.
  4. Do not coerce or pressure Customers into using services outside CarDoctor’s transaction system.
  5. Ensure that all transactions are recorded on the CarDoctor Platform.
  6. Comply with fraud prevention policies—CarDoctor may collect penalties for fraudulent activities.
  7. Offer services as advertised on the Platform.
  8. Conduct regular staff training as per CarDoctor’s quality control program.
  9. Follow service guidelines and standards issued by CarDoctor.
  10. Provide attentive and professional customer service.
  11. Maintain professional attire while serving Customers.
  12. Refrain from smoking, using stimulants, or consuming alcohol before and during service provision.
  13. Avoid distractions during service, such as using phones or taking personal breaks.
  14. Offer professional car consultations and share knowledge responsibly.
  15. Ensure vehicle safety when picking up and returning a Customer’s car. The Service Provider is liable for any damages.
  16. Uphold high service standards in both technical execution and customer interactions.
  17. Fulfill warranty commitments as agreed upon with Customers.
  18. Consider Customer feedback to improve services.
  19. Avoid involvement in counterfeit or low-quality goods.
  20. Protect CarDoctor’s reputation and refrain from unauthorized activities under CarDoctor’s name.
  21. Comply with company policies at all times.
  22. Grant CarDoctor permission to use their logo and brand for marketing purposes.

9.3. Rights and obligations of Product Providers

  1. Provide accurate business and product information, including product origin.
  2. Maintain honesty in advertisements and promotions on CarDoctor and other media.
  3. Ship products on time as promised to Customers.
  4. Cooperate with logistics providers in resolving disputes.
  5. Do not coerce or pressure Customers into buying products outside CarDoctor’s system.
  6. Ensure all purchases are recorded on the Platform.
  7. Prevent fraudulent transactions, as CarDoctor has the right to impose penalties.
  8. Guarantee that products are new, genuine, and match descriptions.
  9. Honor return and warranty policies as committed to Customers and CarDoctor.
  10. Consider Customer feedback to enhance product quality.
  11. Avoid distributing counterfeit or low-quality products.
  12. Protect CarDoctor’s reputation and refrain from unauthorized activities under CarDoctor’s name.
  13. Comply with CarDoctor’s policies and agreements.
  14. Grant CarDoctor permission to use their brand for promotional activities.

9.4. Rights and obligations of Customers

  1. Customers may file complaints with CarDoctor regarding discrepancies between advertised and actual Products/Services.
  2. Customers must provide accurate registration information and update it when necessary.
  3. Customers must pay all fees directly to CarDoctor using authorized payment methods. CarDoctor is not responsible for transactions outside its official channels.
  4. Customers must understand and comply with Platform policies.
  5. Customers have the right to provide feedback, but must ensure reviews are honest and constructive. False or defamatory comments affecting Providers or CarDoctor’s reputation may result in penalties under Vietnamese law.

10. Payment methods

10.1. Cash payments

Customers can make cash payments directly to the delivery personnel upon receiving the Product (for Product purchases) or pay in cash directly to the Service Provider after completing the Service (for Service usage).

10.2. Non-Cash payment methods

In addition, Customers may use non-cash payment methods available on our system at different times, including:

Credit/Debit card payments

Payments via credit or debit cards are processed through third-party payment gateways. The list of accepted cards depends on the payment provider used.

Domestic ATM Card – Internet banking

This payment method is available for Users with domestic ATM cards that support internet banking (online payments) and is not applicable to VISA or Mastercard transactions.

CarDoctor partner E-Wallets

Users may link their bank accounts with the e-wallets displayed on the Platform and make payments through these wallets.

If an error occurs while performing a transaction using this method, Users should report the issue to CarDoctor or the payment gateway provider for assistance.

10.3. Disclaimer of liability

CarDoctor is not responsible for any losses or damages resulting from incorrect payment details entered by Users or from using payment methods not listed above.

11. Ownership and intellectual property

11.1 Intellectual Property includes, but is not limited to, copyright, related rights, industrial property rights for any works, drawings, designs, innovations, trademarks, and other intellectual assets under legal regulations. These may be pre-existing or created from materials and information provided by CarDoctor, or generated by Users through research, discovery, or creativity while using the Platform.

11.2 All Intellectual Property provided by CarDoctor through any means or created using CarDoctor’s data or materials—whether displayed on software, applications, websites, or external systems—remains the property of CarDoctor and its affiliated partners. This applies regardless of whether these assets have been registered with a national intellectual property registry.

11.3 If you are the owner or authorized representative of an intellectual property right and believe your rights have been infringed, please submit a written complaint to CarDoctor, including relevant documentation. We will review the claim and provide a response as soon as possible.

12. Penalties and compensation for damages

12.1. Penalties for violations

Depending on the severity of the violation, CarDoctor may impose one or more of the following measures:

  1. Lowering the priority of the violator’s profile in search results.
  2. Restricting Account usage rights.
  3. Temporarily suspending the Account.
  4. Permanently banning the Account.
  5. Removing the violator from the CarDoctor system.
  6. Imposing fines and requiring compensation for damages.
  7. Taking administrative, civil, or criminal action as per legal regulations.

12.2. Compensation

Users agree to indemnify and hold harmless CarDoctor, its subsidiaries, affiliates, partners (including legal advisors), and employees from any claims, legal proceedings, costs, damages, losses, liabilities, and expenses (including legal fees and dispute resolution costs) arising from:

  1. Disputes related to transactions conducted on the Platform or with third-party partners via the Platform.
  2. Violations or non-compliance with any provisions of these Terms of Service or related policies.
  3. Infringement of any laws or third-party rights.
  4. The publication of illegal content by the User.

13. Dispute resolution

13.1 CarDoctor strives to establish clear rules to minimize or prevent disputes between Users and CarDoctor. However, in the event of a dispute, Users should understand CarDoctor’s policies to protect their rights.

13.2 If an issue arises concerning a Product/Service, Users are required to communicate with each other to resolve the dispute through direct discussion. CarDoctor will act as a mediator, facilitating communication between the parties to find a reasonable resolution. If the dispute remains unresolved, Users may escalate the issue to local authorities for formal resolution.

13.3 Users agree not to initiate legal proceedings or make claims against CarDoctor or its partners regarding any activity related to Platform usage or disputes arising from it unless they have valid evidence and have engaged in the resolution process outlined in Section

14. Force majeure

14.1 Force Majeure refers to any unforeseen events that objectively prevent the fulfillment of contractual obligations, including but not limited to: Natural disasters such as earthquakes, storms, floods, fires, landslides, and other catastrophic events. War, epidemics, riots, strikes, or labor disputes. Government policies or decisions that render contractual obligations impossible to fulfill.

14.2 Neither party shall be held liable for delays or failures to fulfill obligations due to a Force Majeure event, provided that they:

  1. Promptly notify the other party in writing about the details of the Force Majeure event, its impact, and the estimated duration of the disruption.
  2. Take all reasonable actions to mitigate the impact and resume performance as soon as possible.

15. Disclaimer of liability

15.1 CarDoctor does not guarantee that its Services or Platform functionalities will be available at all times, uninterrupted, secure, error-free, or free from harmful elements such as viruses or malware.

15.2 Users acknowledge that they assume all risks related to their use of CarDoctor’s Services to the fullest extent permitted by law.

15.3 CarDoctor shall not be liable for any indirect, incidental, special, or consequential damages, including but not limited to data loss, service interruptions, or device malfunctions resulting from Platform usage.

15.4 Users may terminate their Account and stop using the Platform if they are dissatisfied with its Services.

15.5 If CarDoctor is held liable by a court of law, its maximum liability shall not exceed an amount determined by the court within legal limits.

15.6 CarDoctor is not responsible for the quality of Services provided by third-party partners on the Platform, including but not limited to payment providers and logistics partners. While CarDoctor will assist Customers with complaints, final resolutions will be handled by the respective third-party provider.

15.7 CarDoctor shall not be held liable for any personal or property damages resulting from the actions or inactions of any party.

16. Third-Party service integrations

16.1 Third-party links or advertisements may appear on the Platform, directing Users away from CarDoctor. Any websites or applications accessed through these links are not controlled by CarDoctor (except for those owned by CarDoctor’s official partners), and Users assume all risks when interacting with such platforms.

16.2 When using third-party services via the Platform, Users acknowledge that they must agree to the third-party provider’s terms and conditions, forming a separate legal agreement between the User and the provider.

16.3 CarDoctor does not imply endorsement, sponsorship, or affiliation with any third-party websites, applications, or content linked from the Platform.

17. Severability

If any provision of these Terms of Service is deemed unlawful, invalid, or unenforceable, that provision will be severed from these terms without affecting the validity or enforceability of the remaining provisions.

18. Other provisions

18.1 These Terms of Service are governed by the laws of Vietnam. Any disputes arising from or related to these Terms shall be resolved by the Vietnam International Arbitration Center (VIAC), with Vietnamese as the arbitration language. Arbitration fees shall be borne by the losing party.

18.2 CarDoctor reserves the right to modify these Terms at any time. Continued use of the Platform after changes take effect constitutes acceptance of the updated Terms.

18.3 Users may not transfer their rights or obligations under these Terms.

18.4 The provisions set forth in these Terms of Service, along with any agreements or policies incorporated or referenced herein, constitute the entire agreement between the parties regarding the Services and the Platform. The parties shall not rely on any statements, representations, warranties, understandings, commitments, promises, or assurances made by any individual that would contravene these Terms of Service or violate applicable laws.

 

I HAVE READ THESE TERMS OF SERVICE AND AGREE TO ALL OF THE ABOVE TERMS. BY CLICKING “I AGREE,” THE USER CONFIRMS THAT THEY HAVE FULLY READ, UNDERSTOOD, AND COMMITTED TO COMPLY WITH THE TERMS OF SERVICE. IF THESE TERMS OF SERVICE ARE AMENDED OR SUPPLEMENTED, THE USER AGREES TO ALL SUCH MODIFICATIONS BY CONTINUING TO USE THE SERVICE AFTER THE CHANGES TAKE EFFECT. THIS ELECTRONIC CONFIRMATION CONSTITUTES A LEGALLY BINDING AGREEMENT BETWEEN THE USER AND THE COMPANY, EQUIVALENT TO A HAND-SIGNED CONTRACT.

 

These Terms of Service shall be effective from the update date of May 10, 2024, until replaced by a subsequent update.