HIGHLANDS COFFEE APPLICATION TERMS & CONDITIONS

Last updated 8 October 2021

PLEASE READ THESE TERMS OF USE CAREFULLY

DOWNLOADING, INSTALLING, ACCESSING OR USING THIS HIGHLANDS COFFEE MOBILE APPLICATION (THE “APPLICATION”) CONSTITUTES ACCEPTANCE OF THESE TERMS OF USE (“TERMS”), AS SUCH MAY BE REVISED BY HIGHLAND COFFEE SERVICE JOINT STOCK COMPANY (“HIGHLANDS COFFEE”, “we”, “us” or “our”) FROM TIME TO TIME, AND IS A LEGAL BINDING AGREEMENT BETWEEN YOU, WHETHER PERSONALLY OR ON BEHALF OF AN ENTITY (“USER” or “YOU”) AND HIGHLANDS COFFEE GOVERNING YOUR ACCESS TO AND USE OF THE APPLICATION. IF USER DOES NOT AGREE TO ALL OF THESE TERMS, THEN USER IS EXPRESSLY PROHIBITED FROM USING THE APPLICATION AND MUST DISCONTINUE USE IMMEDIATELY.

THESE TERMS CONTAIN DISCLAIMERS AND OTHER PROVISIONS THAT LIMIT OUR LIABILITY TO USER.

We reserve the right, in our sole discretion, to make changes or modifications to these Terms at any time and for any reason. Supplemental terms and conditions or documents that may be posted on the website of Highlands Coffee from time to time are hereby expressly incorporated herein by reference. We will alert you about any changes by updating the “Last updated” date of these Terms and you waive any right to receive specific notice of each such change. You will be subject to, and will be deemed to have been made aware of and to have accepted, the changes and modifications in any revised Terms and Conditions by your continued use of the Application after the date such revised Terms are posted.

Registration

In order to use certain functions of our Application, you will need to register for an account. You agree to keep your password confidential and will be responsible for all use of your account and password. We reserve the right to remove, reclaim, reject or request to change a username you select if we determine, in our sole discretion, that such username is inappropriate or otherwise objectionable.

User Representations

By using the Application, you represent and warrant that: (a) you create only one account; (b) all registration information you submit will be accurate, true, current and complete ; (c) you will maintain the accuracy of such information and promptly update such registration information as necessary; (d) you have the legal capacity and you agree to comply with these Terms; (e) you will maintain the security of your account by not sharing your password with others and restricting access to your account and your mobile; (e) you will promptly notify Highlands Coffee if you discover or otherwise suspect any security breaches relating to the Application; and (f) take responsibility for all activities that occur under your account and accept all risks of unauthorized access.

If you provide any information that is untrue, inaccurate, not current, or incomplete, we have the right to suspend or terminate your account and refuse any and all current or future use of the Application (or any portion thereof).

User acknowledges and agree that, Highlands Coffee has the right to block, delete your account and name immediately or remove, take down some or all content without notification or being responsible to User or any third party in the event that the User: (i) breaches these Terms; (ii) violates any regulations; (iii) takes any action harmful to other users, rights and benefits of Highlands Coffee. We reserve the right to report any unlawful use of Highlands Coffee account to Compentent Authorities without any advance notice.

User may request us to cancel his/her account by inform to Highlands Coffee. Despite of cancellation of user account, any responsibilities and obligations of user for any pending transaction (created before or after such cancelation) or delivery still remain. Accordingly, user is required to contact Highlands Coffee after completion of such transaction. Highlands Coffee disclaim any liabilitie and shall not be responsible for any other losses may arise from any action in relation to this Section.

Privacy

Please read the Privacy Policy [CLICK HERE] carefully to understand how Highlands Coffee collects, uses and discloses personally identifiable information from its users. By downloading, installing, accessing or using the Application, you agree to be bound by our Privacy Policy, which is incorporated into these Terms and consent to all actions that we take with respect to your data in compliance with our Privacy Policy.

Email Communications, Push Notifications, and In-App Messages

If a User signs up for a Highlands Coffee account using the Application, the User is, by default, opted in to receive promotional email communications from Highlands Coffee (“Email Communications”). The User may, at the time of sign up, opt out of receiving Email Communications from Highlands Coffee. Thereafter, the User may opt out of receiving Email Communications by adjusting the User’s profile settings in the User’s Highlands Coffee account in the Application.

Similarly, upon download of this Application, the User is provided the option to opt in to receive push notifications from Highlands Coffee on his or her Device. This may include promotional communications, offers, and system messages pushed to the Device or within the Application mailbox (“Push Notifications”). The User may, at any time following download of this Application, opt out of receiving Push Notifications by adjusting the option within the Device’s settings application under “Notifications” to completely opt out of Push Notifications. Opting out of Push Notifications will not affect User settings with respect to Email Communications.

Finally, by using this Application, in-app messages will automatically be displayed to the User via the Application’s display tiles and/or sent to the User via the Application’s inbox, including promotional communications and offers. If the User does not wish to see or receive such messages, the User must cease use of the Application.

Copyright, Trademarks, and User License

Unless otherwise indicated, the Application is our proprietary property and all content and other materials therein, including, without limitation, all source code, databases, functionality, software, website designs, audio, video, text, QR codes, photographs, and graphics and the selection and arrangement thereof (collectively, the “Content”) and the trademarks, service marks, and logos contained therein (the “Marks”) are owned or controlled by us or licensed to us, and are protected by copyright, trademark, patent, trade secret, international treaties, Vietnam laws, other applicable laws and other proprietary rights and also may have security components that protect digital information only as authorized by Highlands Coffee or the owner of the Content. All rights not expressly granted are reserved.

Subject to these Terms, Highlands Coffee grants the User a personal, non-exclusive, non-transferable, limited, and revocable license to use the Application for personal use only in accordance with these Terms (“User License”). Any use of the Application in any other manner, including, without limitation, resale, transfer, modification or distribution of the Application or any Content thereof is prohibited.

Prohibited Activities

In no event may the Application be used in a manner that:

(a) harasses, abuses, stalks, threatens, defames, or otherwise infringes or violates the rights of any other party

(b) is unlawful, fraudulent, or deceptive;

(c) provides sensitive personal information unless specifically requested by Highlands Coffee;

(d) includes spam or any unsolicited advertising;

(e) uses technology or other means to access Highlands Coffee or Content that is not authorized by Highlands Coffee;

(f) uses or launches any automated system, including without limitation, “robots,” “spiders,” or “offline readers,” to access Highlands Coffee or Content;

(g) attempts to introduce viruses or any other computer code, files, or programs that interrupt, destroy, or limit the functionality of any computer software, hardware, or telecommunications equipment;

(h) attempts to introduce viruses or any other computer code, files, or programs that interrupt, destroy, or limit the functionality of any computer software, hardware, or telecommunications equipment;

(i) attempts to gain unauthorized access to Highlands Coffee’ computer network or user accounts;

(j) violates these Terms;

(k) attempts to damage, disable, overburden, or impair Highlands Coffee’ servers or networks;

(l) impersonates any person or entity or otherwise misrepresents your identity or affiliation with another person or entity; or

(m) fails to comply with applicable third party terms.

Highlands Coffee reserves the right, in its sole discretion, to terminate any User License, remove Content, or assert legal action with respect to Content or use of the Application, that Highlands Coffee reasonably believes is or might be in violation of these Terms or Highlands Coffee policies. Highlands Coffee’ failure or delay in taking such actions does not constitute a waiver of its rights to enforce these Terms.

Indemnification

The User agrees to defend, indemnify, and hold harmless Highlands Coffee, its parent, subsidiaries and other affiliated companies, independent contractors, service providers and consultants, and their respective employees, contractors, agents, officers, and directors (“Highlands Coffee Indemnitees”) from any and all claims, suits, damages, costs, lawsuits, fines, penalties, liabilities, and expenses (including attorneys’ fees) (“Claims”) that arise from or relate to the User’s use or misuse of the Application , violation of these Terms, or violation of any rights of a third party. Highlands Coffee reserves the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by the User, in which event the User will cooperate in asserting any available defenses.

Warranties; Disclaimers

Highlands Coffee is providing the application to the user “as-is” and the user is using the application at your sole risk. to the fullest extent allowable under applicable law, we disclaims all warranties, whether express or implied, in connection with the Application and your use thereof, including, without limitation, any warranties that the Application is merchantable, reliable, available, accurate, fit for a particular purpose or need, non-infringing, free of defects or viruses, able to operate on an uninterrupted basis, that the use of the application by the user is in compliance with laws applicable to the user, that user information in connection with the application will be successfully, accurately, or securely transmitted or received. The materials and information in the application may include technical inaccuracies or typographical errors.

Limitations of Liability

Neither Highlands Coffee or any of its affiliates, parents, subsidiaries, directors, shareholders, employees or agents shall be responsible for indirect, incidental, special, warning, punitive or consequential damages, including loss of profits, data loss, fish injury property or damage to property, related or arising from the use of the Application even if we have been warned about the risk of such damage. We will not be liable for any damages, liabilities or losses arising from: (i) your use or reliance on the Services of the Application or you do not have access or use of the Services of the Application; or (ii) any transaction or relationship between you and a third-party provider (if any) in the Application, even if we have been warned about the risk of such damages. We will not be responsible for delay or inactivity due to reasons beyond our control.

Notwithstanding the terms above, if Highlands Coffee, subject to the judgement of competent authorities, shall be liable to the maximum extent permitted by law, the maximum aggregate liability of Highlands Cofee to the user shall be an amount equal to the value of relevant order.

Limits and claims of liability in this section are not intended to limit liability or replace consumer rights that cannot be excluded by law.

Modifications to the Application

We reserve the right to change, modify or discontinue, temporarily or permanently, the Application or any features or portions thereof without prior notice at any time. You agree that Highlands Coffee will not be liable for any modification, suspension or discontinuance of the Application or any part thereof.

We cannot guarantee the Application will be available at all times. We may experience hardware, software, or other problems or need to perform maintenance related to the Application, resulting in interruptions, delays, or errors. We reserve the right to change, revise, update, suspend, discontinue, or otherwise modify the Application at any time or for any reason without notice to you. You agree that we have no liability whatsoever for any loss, damage, or inconvenience caused by your inability to access or use the Application during any downtime or discontinuance of the Application. Nothing in these Terms will be construed to obligate us to maintain and support the Application or to supply any corrections, updates, or releases in connection therewith.

Termination

These Terms shall remain in full force and effect while you use the Application.

Notwithstanding any of these Terms, Highlands Coffee reserves the right, without notice and in its sole discretion, to terminate your license to use the Application and to block or prevent your future access to and use of the Application. Highlands Coffee’ failure or delay in taking such actions does not constitute a waiver of its rights to enforce these Terms.

Dispute Resolution

Any dispute, controversy or claim arising in relation to these Terms (each a "Dispute" and collectively, the “Disputes”) brought by either you or us (individually, a “Party” and collectively, the “Parties”), if not settled by amicable negotiation between the Parties within 30 calendar days from one Party’s written notice to the other, will be settled exclusively by arbitration by the Vietnam International Arbitration Centre (VIAC) in accordance with the VIAC rules.

In no event shall any dispute brought by either Party related in any way to the Application be commenced more than 03 years after the cause of action arose.

Governing law

These Terms and your use of the application are governed by and construed in accordance with the laws of Vietnam, without regard to its conflict of law principles.

Feedback

• Highlands Coffee welcomes information and feedback from our Users which will enable us to improve the quality of service provided. Please refer to our feedback procedure below for futher information:
• Feedback may be made by calling to our customer service department through hotline: 19001755 or in writing through email [email protected] or in available form in the Application
• Users having feedback shall be fully replied
• Vague, unconstructive and defamatory feedback will not be entertained.

Contact

Any questions, complaints, or claims regarding the Application should be directed to:

Highland Coffee Service Joint Stock Company

• Contact address: 125-127 Nguyen Co Thach Street, An Loi Dong Ward, District 2, Thu Duc City, Ho Chi Minh City, Vietnam
• Head Office address: 135/37/50 Nguyen Huu Canh, Ward 22, Binh Thanh District, Ho Chi Minh City, Vietnam
• Email: [email protected]
• Hotline: 19001755

A. TERMS AND CONDITIONS OF PURCHASE

1. Order:

• Login the Application by phone number
• Make purchase order on “Order” screen
• Select product, size (S, M, L), Ice/Hot then select “Add to Cart”
• Select “Delivery Method” – Pickup at store or Delivery
• Select method to pay by Mobile Application Highlands Prepaid Account balance or other method (bank card/E-wallet)
• Complete selecting payment method and check ordered product
• Select “Confirm Order”

2. Payment:

Customer can select the following payment methods:

• Mobile Application Highlands Prepaid Account balance
• Bank Cards (VISA, MasterCard, Domestic Card)
• E-wallet

3. Delivery

• Scope of Delivery: Within 5km distance from selected store.Delivery distance to calculate the shipping fee is based on the distance traveled measured on the system.
• Delivery means: by our delivery partners, such as Grab Express, Ahamove or other partners as informed from time to time.
• Delivery time: Within 30 minutes upon completion of delivery order payment. However, delivery may be delayed for ordered placed in peak time, bad weather or any other obstacles beyond our control.
• Delivery point: Highlands Coffee and our delivery partners commit to delivering in accordance with location and information provided by Customers when they make Delivery Order, however, in the context of unclear delivery address, or situation that might lead to difficulties or dangers to shippers, Highlands Coffee is entitled to reject Deliver Orders made by Customers. In the event of rejection of delivery, Highlands Coffee will inform Customer directly via Application or make a phone call to your registerd phone number.
• Highlands Coffee takes no responsibility or obligation to any losses, damages in case the Customer provides us with incorrect delivery point.
• Delivery fee: Our delivery fee is fixed at 15.000 VND for each delivery order within 5 km distance from the selected store.

4. Redemption of Promotions, Rewards:

You can redeem gift vouchers or promotion codes at “Rewards” section.

5. Cancellation:

Order cancellation: We are entitled to reject or cancel Orders made by you for reasons such as technical issues or other objective reasons at any time. We will inform Customer of such event.

In case you want to cancel Orders made by you, please select “Cancel Order” or contact us as follows:

• Hotline: 19001755
• Others: direct contact at store where Order is made

Order cancellation should be made at lease 15 minutes before estimated delivery time. If so required, our call center will call you for confirmation. If the order has been successfully paid but then accepted to be canceled, Highlands Coffee will make a refund in accordance with the regulations under Section 6 below.

6. Return and refund policy:

• If customer wishes to change, amend the order, please select “Change/Remove/Remove All” in the Application and make another selection or contact us via hotline: 19001755 or contact directly at store where Order is made. When you select “Confirm”, it means that your Order will not be adjusted.
• Buyer is entitled to return the product in cases: (i) The item delivered is materially different from the order in term of specification, size, quantity; (ii) the item was defective, damaged on delivery; (iii) Buyer has made payment in full by do not receive the item in due time without any notice from Highlands Coffee on re-scheduling the delivery time
• Procedure for return and refund:
• Step 1: Customers contact Customer Service or the store directly ordering the goods to notify them to return the goods within 01 hour from the time they receive the items. Customers provide information: (i) Order number , (ii) Product image (requires a clear picture of the part the customer wants to complain about)
• Step 2: Highlands Coffee will agree on the need for exchange and return of items with the customer after receiving the customer's information within 01 hour upon receipt of request
• Step 3: Proceed to confirm the need for exchange, return and exchange item
• For customer, the returned item must be in the similar condition at the time of receipt.
• Expense for return: Shipping for return will be free of charge if it is due to Highlands Coffee’s fault
• Refund: We will refund to your Highlands Coffee prepaid account or bank account used for payment.
• Principle of refund: The refund amount shall not exceed total value of the order (excluding shipping fee) or 100% value of the product being complained about constituting the order.

B. PAYMENT POLICY

1. Payment methods:

a. Pay with Highlands Prepaid Account Balance:

Each account will be granted a free Highlands Prepaid Account at Highlands application to recharge and use to shop at the application and Highlands Coffee store.

i. Adding money to your Highlands Prepaid Account

• You can add money to your account directly at Highlands Coffee stores nationwide or online at the application.
• Steps to prepay in the application:
  • Step 1. From the navigation bar of Highlands Coffee app, click “Deposit”
  • Step 2. Click the (+) icon, the screen navigates to the “Deposit” page
  • Step 3. Enter the amount you want to deposit into your Prepaid Account, press the “Continue” button
  • Step 4. In “Payment Method” select the method you want to top up (Domestic Card, E-Wallet)
  • Step 5. Fill in the necessary information, click “Continue” to complete the deposit transaction.

We note that the balance in your account at Highlands app will not be entitled to interest in any form.

Minimum prepaid amount: 10,000 VND, Maximum prepaid amount: 5,000,000 VND and balance amount in Highlands & Prepaid Account shall not exceed VND5,000,000 at any time.

ii. Processing payment

When buying directly at Highlands Coffee store or ordering online, you can pay with your account balance on the app by:

• Make an order on the mobile application as above steps
• Select Payment Method as “Highlands Prepaid Account”.
• Select confirming payment for the order after reviewing the order detail and value of the transaction. Highlands Prepaid Account will only be deducted when customer confirm to make payment.

iii. Refund in case of order cancellation

In case the order is canceled or returned according to regulations but paid with Highlands Prepaid balance, we will refund the corresponding amount to your account.

Please refer to our terms and conditions at Highlands Prepaid Account Policy[CLICK HERE]

b. Payment by bank card (VISA, MasterCard, domestic payment card)

• Make an order on the Application as above steps
• Select transaction payment confirmation for the order after reviewing the order information and transaction value.
• Select the payment method as “Domestic Card”
• Select the type of domestic card Customer uses to pay by clicking on the image of the bank's representative logo displayed on the screen
• Enter the correct information fields: Card number, Name printed on the card, issue date and Contact information and Select “Continue”
• Check the information on the Confirm window is correct and select “Continue”
• Enter OTP according to the information sent to the phone number registered with the card opening bank

Note:

• Domestic card used to pay for orders at the App must have the function of online banking (e-banking) activated
• Minimum order value of payment via Domestic Card is VND 20,000.

c. Pay by E-Wallet

• Make an order on the App as above steps
• Select the payment method as “E-Wallet”
• Check the information and select "Confirm payment"
• Select "Confirm Order"

Note: At the moment, payment via E-Wallet is applied to Zalo/Momo, Grab by Moca, Vinid E- wallets that have been used by customers.

2. Security of payment information

a. Privacy Policy:

• Customer's financial information will be protected during the transaction by SSL (Secure Sokets Layer) protocol
• Payment information data security standard (PCI DSS) certification provided by Trustwave
• One-time password (OTP) sent via SMS to ensure authenticated account access.
• Principles and regulations on information security in the banking and finance industry according to regulations of the State Bank of Vietnam.

b. Transaction policy in payment applied to customers:

• Provide token storage utility - save only the encrypted chain by the payment gateway partner provided to Highlands Coffee. Highlands Coffee does not directly store customer card information. The security of Customer payment card information is performed by a licensed payment gateway partner.
• Highlands Coffee is committed to strictly implementing necessary security measures for all payment activities performed on Highlands Coffee mobile application.
• For domestic cards (internet banking), Highlands Coffee only stores the transaction code, name of the bank and the amount to be paid by that bank.

3. Payment refund

• Highlands Coffee has no implied obligation to pay or refund any customer's orders received and confirmed by the order processing system through the Application.
• Buyers may be entitled to a refund in accordance with regulations as set forth in Section 6.
• In case the order is canceled in accordance with the Application's records, the customer's order payment will be refunded to the Highlands Prepaid Account, Domestic Card, International Card or E-Wallet. Please check the transaction history at the Application

4. Payment intermediary partner

• The current intermediary payment partner for all transactions related to the top-up of Highlands Coffee's Prepaid Card or online payment methods is Viet Union Joint Stock Company, Certificate of Registration. Business registration number 0305458683, Head office at: No. 35 Nguyen Hue, Ben Nghe Ward, District 1, Ho Chi Minh City (hereinafter refered to as "Payoo"). The Customer understands and accepts that by using the Application and the Highlands Prepaid Account, the Customer has implicitly agreed to Payoo (or other payment partner at Highlands Coffee's decision to change) as the respective rights and obligations under the Application and Highlands Prepaid Account usage policy for Highlands Coffee and for Customers; Highlands Coffee may change other intermediary payment partners at Highlands Coffee's sole discretion without prior notice or approval of Highlands Coffee

C. Warranty policy

Highlands Coffee undertake fulfillment orders in term of quantity, quality, specification (as specified in product description), safety, legality of the products. Any queries relating to the order, product, price, delivery, please directly contact us at hotline 19001755 or Customer Service email address [email protected] or going to “Feedback & Support” section on our Mobile Application.

TERMS & CONDITION FOR HIGHLANDS COFFEE LOYALTY PROGRAM

I. REGISTRATION CONDITIONS

• To participate in Highlands Coffee loyalty program, customer need to download Highlands Coffee application on App Store (iOS) or Google Play (Android) and register an account by proving phone number and (optional): full name, email, gender, and date of birth
• The program only applicable for customer from 15 years old and above, holding ID or passport.
• The program only applicable for individual registration, not applicable for company or group with any commercial purposes.
• Each customer can only hold (01) Highlands Coffee account.

II. ACCOUNT REGISTRATION

Customers can register for Highlands Coffee loyalty program by follow the below steps:

• Step 1: Download Highlands Coffee application on App Store (iOS) or Google Play (Android)
• Step 2: Provide mobile number & enter OTP verification to complete registration
• Step 3: Update personal information under “Account” section including: full name, gender, email, date of birth (optional)
• Step 4: Registration successful & ready to make order

III. REGULATION ON DRIP

On Highlands Coffee application, reward point is called “DRIP”

• For every 10,000 VND spent through Highlands Coffee application, customers will earn 01 drip. Any amount spent above 10,000 VND spent rounded down to the nearest 10,000 VND.

(For example: customer spent 29.000 VND on Highlands Coffee application, customer will earn 2 drips to the member account)

• Drip will be earned based on the spending through transactions on Highland Coffee application.
• Drip will be earned based on the final payment amount, excluding all coupons, vouchers, or other promotions from Highlands Coffee.
• Drip will be credited into customer account right after the order status on Highlands Coffee application shown COMPLETE.
• In the event relating to return or refund, the previous earned drip will be withdrawn.
• Drip is not equivalent to cash.
• Drip is valid for 12 months from the date it is credited to customer account

IV. REGULATION ON MEMBER TIER & MEMBER BENEFIT

Currently, Highlands Coffee only have one member tier, which is Silver Phin. Silver Phin is the default member tier when customer successfully created an account on Highlands Coffee application.

(i). SILVER PHIN BENEFITS

• 50% discount for first sign-up: after sign-up successfully, new Silver Phin member will receive 01 coupon equivalent to 50% discount under “Reward” section on Highlands Coffee application, with the terms and condition as below:

• Only applicable for order through Highlands Coffee application
• Applicable for all size, all drinks.
• Each coupon corresponds to 01 single-use promotion.
• Applicable for total transaction value from 50,000 VND and the maximum discount amount is 50,000 VND
• Applicable for all Highlands Coffee stores available on the mobile app.
• Applied coupon on mobile application before payment.
• Not in conjunction with other promotion(s).
• Not applicable for other delivery app (e.g. ShopeeFood, Grab, GoJek, Baemin)
• Coupon will be valid for 30 days after being issued.

• Buy-one-get-one coupon: with every 100 drips earned in member account, Silver Phin member will receive 01 Buy-one-get-one-free coupon under “Reward” section on Highlands Coffee application, with the terms and condition as below:
  • Free 01 small size drink of Highlands Coffee when buy 01 drink in any-size
  • Only applicable for order through Highlands Coffee application.
  • Applicable for all size, all drinks.
  • Each coupon corresponds to 01 single-use promotion.
  • Applicable for total transaction value from 50,000 VND.
  • Applicable for all Highlands Coffee stores available on the mobile app.
  • Applied coupon on mobile application before payment.
  • Not in conjunction with other promotion(s).
  • Not applicable for other delivery app (e.g. ShopeeFood, Grab, GoJek, Baemin)
  • Coupon will be valid for 30 days after being issued.

(ii). MEMBER CYCLE:

Silver Phin member tier will always be maintained at any time, excepts:

• • Customers request to cancel account registration
  • Customers delete the mobile application

V. GENERAL REGULATION

• Highlands Coffee reserves the right to suspend/terminate the account or the participation of any customer without prior notice, if Highlands Coffee determines (i) customer owns more than 01 account (ii) customer violate the terms & condition (iii) the use of the account is unauthorized, illegal, fraudulent. In the event that the account is suspend/terminate, all drips, benefits, rewards, gifts in that account will be voided.
• Highlands Coffee shall not take any responsibility in the event of any information provided by the customer is inaccurate or misleading.
• Drips, benefits, discount and/or gift for Highlands Coffee member are not equivalent to cash and cannot be transferred to any other individual.
• Each Highlands Coffee account can only be owned exclusively by each customer. Drip, benefits, rewards, and gifts in each registered member account shall belong to the individual member account and cannot be sold, transferred, shared use with relatives, friends and other individuals or entities, nor used for any commercial purposes other than for the personal use by the individual registered member.
• Highlands Coffee loyalty program shall be active and valid within the time period as stipulated by the relevant State Authority.
• All complaints or disputes arising out of the terms and conditions of the loyalty program will be settled in accordance with all applicable laws in Vietnam.
• Highlands Coffee reserves the right to change, update all terms, conditions, regulations or suspend/terminate the loyalty program based on Highlands Coffee sole discretion without prior notice to the customer.
• Highlands Coffee reserves the right to change the layout, form and wording of the mobile app or screen at any time.
• Customer must always follow and update the programs detail and information through Highlands Coffee application.
• In the event that customer’s information (mobile phone, email, Highlands Coffee account) or the devices containing Highlands Coffee application are stolen or hacked, or in the event that customer have questions, need support, or complain, please contact:
  • Highland Coffee Service Joint Stock Company
  • Contact address: 125-127 Nguyen Co Thach Street, An Loi Dong Ward, Thu Duc City, Ho Chi Minh City, Vietnam
  • Heaf office address: 135/37/50 Nguyen Huu Canh, Ward 22, Binh Thanh District, Ho Chi Minh City, Vietnam
  • Email: [email protected]
  • Hotline: 19001755

In the event that customer information or device containing Highlands Coffee application are stolen or hacked (as stated above), but the customer failed to give Highlands Coffee in-time notice, Highlands Coffee shall not be held liable for any losses to customer account.

FOR USE OF HIGHLANDS PRE-PAID ACCOUNT

Last updated on 08/10/2021

1. WHAT IS A PRIVATE HIGHLANDSACCOUNT?

• Highlands Pre-paid Accountis an account created and recorded on Highlands Coffee App that provides You with a convenient payment method for pre-payment purposes for goods/service purchase agreements ("Orders") arising in the future between You and Highlands Coffee according to Your needs and Highlands Coffee's ability to provide through the Application.
• Money in Highlands Pre-paid Account: is the conventional payment unit, accordingly, 01 (one) VND recorded on Highlands Pre-paid Account is equivalent to 01 (one) Vietnam Dong.
• Highlands Pre-paid Account allows you to top up an unlimited number of times after using it.
• Highlands Prepaid Account is not used to pay for Orders other than payment for Orders provided by Highlands Coffee through the Application; not exchangeable for cash, digital currency or any other fiat currency; may not be given away, used for security purposes, or otherwise transferred or exchanged.
• Your account balance at Highlands Prepaid Account will not be charged interest in any way.
• The act of providing function of Highlands Pre-paid Account of Highlands Coffee and the act of accepting the activation, use or top-up of Your Highlands Prepaid Account are not construed as a promise agreement to buy or promise to sell unless there is a valid Order between Highlands Coffee and You.

2. HOW TO USE HIGHLANDS PAYMENT ACCOUNT

Activation:

• Step 1: Select the wallet icon – Highlands Prepaid Account in the navigation bar on the Application screen
• Step 2: Select the “Click” icon to activate
• Step 3. Check your phone number information to register the Application and enter your name
• Step 4. Read carefully the terms and conditions of using Highlands Prepaid Account by clicking on “Terms and Conditions”. If You agree to the entire Terms and Conditions, Click on the checkbox “Agree” and click “Continue”

Recharge:

Please note that You only top up the account in Vietnam Dong.

After successful activation, You can top up your Highlands Prepaid Account in the following ways: (1) cash in at the Highlands Coffee Store's cashier; (2) from Domestic Card Account (ATM) or E-Wallet:

• Step 1. From the navigation bar of the Application, click “Deposit”
• Step 2. Click the (+) icon, the screen navigates to the “Deposit” page
• Step 3. Enter the amount you want to deposit into your account, press the “Continue” button
• Step 4. In “Payment Method” select the method you want to top up (Domestic Card, E-Wallet)
• Step 5. Fill in the necessary information, click “Continue” to complete the deposit transaction

Note:

• The balance in Your account at the Application will not be charged interest in any way.
• Deposit amount: min: 10,000 VND, maximum: 5,000,000 VND and the total balance of Highlands Prepaid Account does not exceed 5,000,000 VND at any time.
• In case you top up money from your local bank account (ATM)/Internet Banking: the money will be deducted directly from your respective account. Depending on the requirements from different banks, the 3rd party system will ask you to log in to your Internet Banking account or not. The requirement for you when paying by this method is that you must register for Internet Banking with the respective bank.
• In case of payment via E-Wallet: the money will be deducted directly from your Bank Account which is linked with E-Wallet or to the balance in your E-Wallet.

After You have completed the Activation and Deposit step, You can choose to pay your Order via Highlands Prepaid Account as follows:

• Make an order on the App as above steps.
• Select Payment Method as “Pay with Highlands Prepaid Account”.

Review and complaints

Check balance: You need to see the payment history of Orders made through your Highlands Prepaid Account, you can go to the Prepaid section (wallet symbol) at the bottom of the main screen of the Application.

Check transaction history: You need to see the payment history of Orders through Highlands Prepaid Account can go to Prepaid (wallet symbol) at the bottom of the main screen of the Application.

Complaints: If you have a complaint or request for support, you can contact hotline 19001755 or email [email protected] Highlands Coffee will receive complaints and will take specific measures to resolve complaints. and respond to you as soon as possible but not more than 7 days to agree with you on the solution.

Note: Highlands Coffee does not commit to settle complaints/requests related to Orders/transactions that have been made more than 06 (six) months from the date of your complaint/request.

Refund of Highlands Prepaid Account balance

In case of refunding the balance of Highlands Prepaid Account, please contact hotline 19001755 or email [email protected] for support. The refund of Highlands Coffee Prepaid Account balance is made in accordance with the Payment Policy of Highlands Coffee App, as amended and supplemented from time to time.

Stop using Highlands Prepaid Account

• Highlands Prepaid account can be deactivated under one of the following cases:
• As your request;
• Due to not having any Orders made within 12 months from the date of activation; or because there is no deposit transaction within 06 months from the date of activation;
• Due to uninstalling the Application;
• By disagreeing with any policy, terms and conditions of use applicable to the Application and/or to the Highlands Prepaid Account, including its modifications/updates.

Note: In case your Highlands Prepaid Account still has a balance, when we proceed to deactivate the account, the balance in the account will be lost.

3. RIGHTS AND OBLIGATIONS OF THE WOMEN PARTIES
   • For You

Your rights

• You have full discretion to use Highlands Prepaid Account.
• You are entitled to use a payment service provided by a third party to top up your Highlands Prepaid Account. You are free to decide to use the service, to decide on a contract, to enter into any agreement or commitment with a third party providing the service of opening a bank account, payment or payment intermediary.
• In case you do not want to pay through your Highlands Prepaid Account, you can still choose to pay by direct cash payment (COD) or through other online payment methods in accordance with Payment Policy.
• You have the right to contact Highlands Coffee for advice on services as well as complaints to Customer Service if there is an error during the use of Highlands Prepaid Account.
• You have the right to ask Highlands Coffee to settle your questions or complaints or to ask for the intervention of a competent state agency to resolve disputes (if any) to protect your legitimate rights and interests.
• Your personal information are protected according to Customer Privacy Policy and the amendments and supplements of the regulations from time to time.
• You have the right to stop using Highlands Prepaid Account (i) at any time according to usage needs; or (ii) disagree with any usage policy issued by Highlands Coffee regarding the use of the Application or the Highlands Prepaid Account; or (iii) other reasonable reason. In case you stop using this Highlands Prepaid Account, please contact the hotline 19001755 or email [email protected]for your support.

Your Responsibilities

• To protect and be responsible for personal information, Bank accounts, international payment accounts and account information, financial information used for topup, receiving refunds and other transactions. other operations during the use of the Application and the Highlands Prepaid Account.
• Do not share your Highlands Prepaid Account information with others, do not lend your account to others, or share your account.
• To comply with the provisions of Vietnamese laws, regulations of the network operator, regulations of the bank along with other regulations of Highlands Coffee as well as those of relevant third parties.
• To be responsible for all transactions related to Highlands Prepaid Account within the scope of your management and discretion. Highlands Coffee will not be responsible for refunding transactions arising from mistake or error from You.
• To support to provide truthful, complete information and evidence required from the representative of Highlands Coffee to serve the process of resolving questions and complaints related to Highlands Prepaid Account or other relevant requirements.
  • For Highlands Coffee

Responsibilities of Highlands Coffee

• To provide appropriate functions on the Application for opening and using Highlands Prepaid Account.
• To update your Highlands Prepaid Account immediately after the deposit order to Highlands Prepaid Account is successfully executed and recorded according to the corresponding processing process.
• To quickly support, check and resolve inquiries and complaints from you to the extent permitted by law.
• Do not disclose to outside information about Highlands Prepaid Account, balance and payment activities made through Highlands Prepaid Account.
• Highlands Coffee is responsible for providing investigative agencies with information about your account and transaction history in case of detecting signs of fraud or violation of the law.
• Reserve the Highlands Prepaid Account in the case of temporary locking or converting or upgrading the system (i) for the purpose of completing, developing, improving or upgrading the system related to the Application or Highlands Account Highlands Coffee Prepaid; or (ii) at Your reasonable request; or (iii) at the request of a competent state agency; or (iv) other cases according to Highlands Prepaid Account or Application usage policy.

Rights of Highlands Coffee

• Have the right to refuse to provide services to You in case of detecting that You have signs of violation of the law according to the current provisions of Vietnam's Law or contrary to the regulations on using the Application or Highlands Prepaid Account.
• Have the right to request You to provide and check information related to Highlands Prepaid Account and transactions in case You need support or request to settle a complaint.
• Support You to handle errors in depositing and paying for Orders through Highlands Prepaid Account. Guarantee that payment refund in case the refund policy is applied for Orders through Highlands Prepaid Account.
• Have the right to modify or supplement the policy of using the Application and/or the Highlands Prepaid Account at any time without prior notice or without Your prior consent. However, Highlands Coffee must ensure to guide You as required to ensure smooth and convenient use for You.

4. SECURITY OF YOUR INFORMATION

According to the provisions of Customer Privacy Policy

5. PAYING PARTNER

• Current intermediary payment partner for all transactions related to top-up and payment via Highlands Prepaid Account is Viet Community Online Service Joint Stock Company, Business registration Certificate number 0305458683, Head office at: 35 Nguyen Hue, Ben Nghe Ward, District 1, Ho Chi Minh City (Called "Payoo"). You understand and accept that by using the Application and Highlands Prepaid Account, You have implicitly agreed to Payoo (or other payment partner at Highlands Coffee's discretion to change) as the authorized payment partner and corresponding obligations under the application policy and Highlands Prepaid Account to Highlands Coffee and to You.
• Highlands Coffee may change the payment partner at our sole discretion.

HIGHLANDS COFFEE APPLICATION PRIVACY POLICY

Last update: 10 October 2021

1. Privacy clauses

At Highlands Coffee application, we are committed to complying with the privacy and security of the Personal Data (referred to as the "Personal Data") you provide. This Privacy Policy sets out how we collect, use, handle disclosure and protect Personal Data when you use the Highlands Coffee application. Please read the Privacy Policy carefully. If you do not agree with the terms of this Privacy Policy, please do not access the Highlands Coffee application.

We are committed to keeping the information confidential whether or not this policy is changed or modified regardless of time or reason. Any changes to this privacy policy will be announced shortly before implementation. We encourage you to review this Privacy Policy regularly to update changes and exercise the right to manage your Personal Data. We consider that you have acknowledged and accepted any changes or modifications to this Privacy Policy by continuing to use the Highlands Coffee application from the date of notice.

This Privacy Policy does not apply to third-party application stores that you have downloaded and installed or paid for, on which they collect and use your data. We are not responsible for any information that such third party has collected.

1. Purpose and scope of collecting information

• Purpose of collecting information: In an effort to keep our service as simple as possible, we do not create, use or store customer information outside of the purpose of serving customers.
• Scope of collecting information: We collect Personal Data when
• Register of members

We collect and process information including phone number (required), full name, date of birth, gender, email address when you register to become a member of Highlands Coffee application.

• Sign up to receive our news

The Highlands Coffee application collects and processes your information to better serve and interact with you through sending push notifications, promotional newsletters.

• Make purchase of our goods and services

We collect your information about your access and use the application to place an order at one of our stores. This information includes the type of device you are using, your internet service provider, your internet protocol (IP) address, your device identifier, the functionality you access or use, your physical location when you use the application.

• Payment information

To the extent of the prevailing regulations, where you make a payment for transactions on our mobile application, we collect payment information from you through our payment service provider(s) to facilitate the process for you, including the name on payment card, card number, expiry date and verification code.

• Survey information, promotions and contest

We can send you contest programs, nomination surveys, promotions. We save Personal Data when you take the survey.

• Contact Highlands

We collect and process Personal Data such as full name, email address and phone number when you agree to submit information or feedback and request assistance.

Other information we will collect

• Statistical information

When you use the application we will record information about the application access and the purpose of your request, it does not include Personal Data.

• Cookies

From time to time, we will use "cookies" and other tracking technology to store your favorite information and key information each time you visit and access the Highlands Coffee application to improve the Highlands Coffee application to serve you better.

2. How do we use your information?

We collect and use Personal Data for the following purposes:

Process of your order: Information is saved when you buy our products, deliver goods, accumulate points and rewards. We may also contact you for customer service survey purposes.

Account maintenance: to create and maintain your account on the Highlands Coffee application, including customer loyalty programs or promotions and bonuses that come with your account.

Customer service: record and respond to comments, requests, and complaints to better serve you. We will use your phone number and / or email address to contact you when you submit questions or suggestions.

As required by law: depending on the provisions of law in force from time to time, we may collect, store and make available upon request of competent state agencies.

We will store your search history in the system for the purpose of improving the quality of your search the next time your search is accurately identified, tailored to your needs

And whatever different circumstances under which your Personal Data may be provided, disclosed to us with your action interaction or without your consent in the course of using the service. By using and continuing to use the service or interact on the application, you acknowledge that you are aware of the personal data that collects the ability of the user to be legally collected

3. Storage Time

Personal data will be stored until:

• The customer has a cancellation request.
• Highlands Coffee's application is no longer active or data storage is no longer necessary for Highlands Coffee's business and legal purposes.

4. Persons and/or organizations that may have access to Personal Data

Do not share Personal Data

We do not disclose any information about customers' transactions to anyone except for the following situations:

Competent people, IT department and customer care department according to Highlands Coffee's regulations:

These people have access to your Personal Data for the purpose of serving security and customer care, and are committed to protecting customer information in accordance with Highlands Coffee's regulations.

Information technology department, can access information about phone number, full name, date of birth, gender, email address, bank account number, IP address, operating system, browser, code mobile device identifier, etc. during your use of the service

Customer service department can access information about Account Name, phone number, email, etc.

Providing information to partners, service providers

We may provide Personal Data only to the extent necessary to our partners who provide services to us in connection with the purposes set out in Section 2 above, on the basis of applying the following the regulations on assurance of information security and confidentiality.

Legal obligations

We will comply with the law when required by a competent authority to disclose information that you provide to us for the purpose of proving Highlands products or services. We may also disclose information about individuals who harm us (for example, fake customers) or possess acts that threaten others.

Providing information to partners and service providers

CWe may provide Personal Data limited to the extent necessary to our service partners regarding the purposes set out in Section 2 above, on the basis of applying the regulations on information security and confidentiality.

5. How do you modify, access your information or delete your account?

You have the right to provide Personal Data to us and have the right to check, update and adjust your Personal Data by logging in to your account and editing Personal Data. You can also ask us to do this.

If you have registered an account with us, you can access and correct Personal Data through the Account Settings on the Application.

If you have not registered an account with us, you can request to access and correct Personal Data by sending a written request to us by email or by contacting the phone number: 1900175

For a request to access Personal Data, we will provide the user with the relevant data within 10 days. In case the request cannot be met within 10 days, we will notify you as soon as possible to provide the required information.

For the request to correct Personal Data, when we have complete information from you, we will proceed to correct the information within 10 days. In the event that we cannot meet the time 10 days, we will notify you as soon as possible.

6. How do we protect your information

To ensure the reliability of information security, we use standard security techniques and procedures that are reviewed and updated regularly.

Our system is configured with industry standard encryption and firewall technology. When you send Personal Data to us on the Internet, your data is protected by SSL technology to ensure safety on the transmission line and can only be accessed by personnel with special access rights to the system.

If you want to cancel your account, please contact us as described in the first part herein. We will make every effort to promptly respond to your request. Nevertheless, you agree that we may be required by the laws and government authorities to retain certain information of our customers for governing purposes.

7. Contact

• Highland Coffee Service Joint Stock Company có trách nhiệm thu thập và bảo mật thông tin người dùng. If you have a complaint or request for support, you can contact:
• Address: 125-127 Nguyen Co Thach Street, An Loi Dong Ward, Thu Duc City, Ho Chi Minh City, Vietnam
• Trụ sở chính: 135/37/50 Nguyen Huu Canh, Ward 22, Binh Thanh District, Ho Chi Minh City, Vietnam
• Email: [email protected]
• Hotline: 19001755