Terms of Service

Last updated: 2026-05-06

Welcome to HMV Chatbot AI. These Terms of Service (the "Terms") govern the legal relationship between N&D EDU GROUP (hereafter "we", "us", "the Service") and you — the end user or organisation registering for and using the Service (hereafter "Tenant", "you").

1. Acceptance of terms

By creating an account, subscribing to a plan, or using any part of the Service, you acknowledge that you have read, understood, and agreed to be bound by these Terms together with the Privacy Policy. If you do not agree, do not use the Service.

Tenants must be at least 18 years old or be a legally registered entity in Vietnam (or the jurisdiction in which they operate).

2. Description of the service

HMV Chatbot AI provides:

• An AI chatbot platform that automatically replies to messages from end users across the following channels: Web widget, Facebook Messenger, Zalo OA, and Email.
• Knowledge base with RAG — the bot answers based on documents uploaded by the Tenant.
• Unified inbox — customer support agents can take over conversations from the bot.
• Analytics — reports on conversations, leads, and conversions.
• Integration APIs — webhooks, lead export, CRM sync.

We continuously improve the Service and reserve the right to add or remove features. Beta features (clearly marked in the UI) may be unstable and are provided without availability guarantees.

3. Account & security

• You are responsible for keeping your password and API keys confidential. Any action taken from your account is deemed to have been performed by you.
• You must notify us immediately if you detect unauthorised access.
• We strongly recommend enabling 2FA (two-factor authentication) for admin accounts.
• An account is for a single Tenant — you may not share an account between separate businesses.

4. Acceptable use

When using the Service, you MUST NOT:

• Send spam or bulk messages to recipients who have not consented.
• Engage in fraud, impersonation, phishing, or unauthorised collection of personal data.
• Distribute malicious code, viruses, or malware via chatbot messages.
• Infringe third-party copyright or intellectual property when uploading documents to the knowledge base.
• Use the Service for unlawful activities, fraudulent multi-level schemes, illegal gambling, or child sexual abuse material.
• Reverse engineer, decompile, or attempt unauthorised access to our systems.
• Use the Service to harvest personal data at scale without consent.
• Overload the system (DDoS, scraping bots, abuse of API rate limits).
• Violate the terms of integrated platforms (Facebook, Zalo, etc.).

Violations may result in immediate suspension or termination of your account without refund.

5. Payment & plans

• The Service operates on a subscription model across plan tiers (Free / Basic / Pro / Enterprise) — details at /#pricing.
• Fees are billed in advance on a monthly or annual cycle. The subscription auto-renews at the end of each cycle unless cancelled.
• Pricing may change with at least 30 days' notice by email — applied to the next billing cycle, never retroactively.
• Payments are processed via PayOS or bank transfer. VAT invoices are issued upon request (provide your tax code at registration).
• Quota overages (number of messages, pages, knowledge base storage) may be billed at the prevailing overage rate, or automatically blocked, depending on configuration.

6. Free trial

New accounts receive a free 14-day trial with full Pro-tier features. At the end of the trial, the account automatically transitions to the Free tier (with applicable limits) unless upgraded.

7. Refunds

• Monthly plans: no refund after payment (cancellation only stops the next renewal).
• Annual plans: pro-rata refund of unused months if cancelled within 30 days of payment.
• In case of severe service disruption attributable to us (downtime > 5% in a calendar month), Tenants are entitled to a partial refund proportional to the SLA.

8. Intellectual property

Source code, logos, documentation, the user interface, and every other component of the Service are the property of N&D EDU GROUP. You are granted a non-exclusive, non-transferable, revocable licence to use the Service while your subscription is active — solely for operating the Tenant's lawful business.

9. Tenant content

Documents, messages, and images uploaded by the Tenant or its end users remain the property of the Tenant or the end user. You grant us a limited licence to:

• Store and serve content to the application (technical processing).
• Generate embeddings for RAG search.
• Perform anonymised analysis to improve the product (Tenants may opt out in settings).

You represent that you have the legal right to use any content you upload (no third-party copyright violation). We reserve the right to remove unlawful content, or content violating these Terms, upon receipt of a valid request.

10. Disclaimer of warranties

The Service is provided "AS-IS". While we strive for reliable operation, we do not guarantee that:

• The Service will be uninterrupted or error-free.
• AI replies will be 100% accurate — Tenants are responsible for content review and bot training appropriate to their industry.
• Third-party integrations (Facebook, Zalo) will always be available — they depend on those platforms' APIs.

11. Limitation of liability

To the maximum extent permitted by law, our total liability for any claim shall not exceed the total fees the Tenant paid in the 12 months immediately preceding the event giving rise to the claim. We are not liable for indirect damages, lost revenue, lost data (other than restoration from the most recent backup), or unforeseeable damages.

12. Termination

• Tenants may terminate their account at any time via settings — data will be anonymised within 30 days.
• We may suspend or terminate an account if a violation of these Terms or applicable law is detected, with reasonable notice where practicable.
• After termination, Tenants have 30 days to export their data before permanent deletion (excluding records we are required to retain by law).

13. Changes to these terms

We may update these Terms from time to time. Material changes will be communicated by email at least 30 days before taking effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

14. Governing law & dispute resolution

These Terms are governed by the laws of Vietnam. Any dispute arising from these Terms shall first be addressed through good-faith negotiation. If the parties cannot reach a settlement, the dispute shall be referred to the Vietnam International Arbitration Centre (VIAC) in Hanoi under VIAC's arbitration rules.

15. Contact

• Legal email: legal@hmvapp.com
• Support email: support@hmvapp.com
• Hotline: +84 24 5678 9012
• Address: N&D EDU GROUP, Hanoi, Vietnam

This English version is provided for convenience and for compliance review by international partners (e.g. Meta Platforms, Google). The Vietnamese version is the canonical text for users residing in Vietnam.