Operating Regulations

Tuesday, June 24, 20254.764 views

OPERATING REGULATIONS

E-COMMERCE SERVICE PROVISION WEBSITE HAVILANDHOUSE.COM

I. General Principles

CONG TY CO PHAN HAVILAND HOUSE with Enterprise Registration Certificate No. 0401926013, first registered on September 24, 2018, issued by the Business Registration Office - Department of Planning and Investment of Da Nang. The Company has been operating the website havilandhouse.com since April 2025.

Principles: The website Havilandhouse.com is invested, operated, and developed by CONG TY CO PHAN HAVILAND HOUSE, functioning as an e-commerce exchange platform connecting Service Providers and Service Users in the real estate rental sector. In addition to being the platform owner and manager, CONG TY CO PHAN HAVILAND HOUSE also directly provides and operates the accommodation and hotel services introduced on the website.

Services posted on Havilandhouse.com must fully comply with relevant statutory provisions and must not fall under cases banned from business or advertising as prescribed by law. Merchants, organizations, and individuals participating in service provision activities must comply with the provisions of the Law on Protection of Consumers' Rights and take full responsibility for all matters related to the products they provide.

Service provision via Havilandhouse.com must be conducted publicly, transparently, and ensure the rights of consumers.

All contents in these Regulations comply with the current legal system of Vietnam. Members participating in Havilandhouse.com must proactively learn about their legal liabilities under the current laws of Vietnam and commit to properly implementing the contents stated in the Regulations of the website Havilandhouse.com.

II. General Provisions

E-Commerce Exchange Domain Name: The e-commerce exchange Havilandhouse.com is developed by CONG TY CO PHAN HAVILAND HOUSE with the domain name: www.Havilandhouse.com (hereinafter referred to as the "Havilandhouse.com E-Commerce Exchange").

General Definitions:

Accommodation & Rental Real Estate Service Provider: Merchants, organizations, or individuals wishing to use the services of Havilandhouse.com, including: receiving support in posting service introduction news, support for room bookings, and scheduling appointments to view rental properties. Accommodation providers are required to sign an e-commerce service contract with CONG TY CO PHAN HAVILAND HOUSE.
Member: Includes both Accommodation Providers and Accommodation Service Users registered to use services on the website Havilandhouse.com. Service User: Individuals or organizations wishing to find out room booking information on Havilandhouse.com.
Goods: Understood as "Hotel room information" and "Rental real estate information" posted under the sections on the website Havilandhouse.com.

The contents of these Regulations comply with the current provisions of Vietnamese law. Members participating in the Havilandhouse.com E-Commerce Exchange/Website must proactively learn about their legal liabilities regarding the current laws of Vietnam and commit to properly implementing the contents stated in the Regulations of the website.

III. Transaction Process

1. Process for Service Users:

To book a room for accommodation services or schedule an appointment to view rooms for rental services, users do not necessarily need to register an account, or they can register an account to receive member incentives from the website Havilandhouse.com, track bookings/appointments, leave reviews, and enjoy better service experiences on the website.

(1) Account Registration

Step 1: Access the website at https://havilandhouse.com/
Step 2: Select "Account Information" >> "Login/Register"

(2) Hotel Room Booking

Step 1: Access the website at https://havilandhouse.com/
Step 2: Search for a hotel using the search tool on the website. The room list will be displayed. Select "View Room" to see detailed information.
Step 3: To proceed with the booking, the user selects the room type and quantity >> selects "I will book". Fill in customer information >> select "Continue" to switch to the payment step.
Customers re-check personal information, number of rooms, check-in/check-out dates, total amount payable, and information related to booking/cancellation policies, then proceed to "Pay Now". Choose a suitable payment method to complete the booking.
Step 4: Receive booking confirmation via email.

(3) Premises/Office/Apartment Rental

Step 1: Access the website at https://havilandhouse.com/
Step 2: Search for premises/office/apartment rental using the search tool on the website. Select "View Room" to see detailed information.
Step 3: Select a room and make an appointment. Fill in the appointment information and select "Confirm Appointment".
Step 4: Haviland will send the information to the service provider to confirm the appointment and guide the customer to view the rental premises.

(4) Managing the "Booking List"

Step 1: Select "Account Information" >> select "Booking List".
Step 2: View and manage booking statuses.

(5) Customer Reviews

Step 1: Select "Account Information" >> select "Booking List". Customers can send reviews for completed stays.
Step 2: Fill in the review information >> select "Send Review" to complete.

(6) Reward Points Program

New account registration: A welcome bonus of 20,000 points is granted to new customers.
Points granted upon booking: 100,000 VND = 1,000 reward points.
Redemption: 1 reward point = 1 VND.
A 10% discount, reward points, and promo codes can be applied simultaneously for a single booking.
The minimum points required for redemption is 10,000 points, and the maximum is 50,000 points.

2. Process for Accommodation Service Providers:

Process to register as a Rental Real Estate Service Provider on Havilandhouse.com: To become a rental real estate provider on Havilandhouse.com, the provider must enter into an e-commerce service contract with Havilandhouse.com. After the contract is successfully concluded, based on the information provided by the rental provider, Havilandhouse.com will proceed to post the information on the website.

Step 1: The service provider clicks on the "Cooperation Contact" section at the footer of the page.
Step 2: The provider fills in the information and requirements in the request form, including: Full name, phone number, email, subject, notes (message), and then clicks "Send Contact".
Step 3: Upon receiving the information, Havilandhouse.com will get in touch to consult and collect additional information and legal documents from the provider, specifically:
- Information: Company name, headquarters address, phone number, company email; Full name, phone number, email of the main contact person.
- Legal documents meeting business conditions: Business registration certificate number (including issuing authority, date of issue, place of issue), certificate of eligibility for fire prevention and fighting, certificate of eligibility for security and order, and land use rights certificate.
Step 4: The administrator will review account information and verify the service provider by checking the tax identification number provided via the link of the General Department of Taxation: https://tracuunnt.gdt.gov.vn/tcnnt/mstdn.jsp. After checking that the information matches the provider's data, the Management Board will notify the Service Provider regarding the execution of the E-Commerce Service Contract. Once completed, the platform will review the posting content and officially publish the service introduction and advertisement on the Havilandhouse.com E-Commerce Exchange.

3. Shipping and Delivery Method (Service Provision Method):

[ ] Shipping services provided [ ] Linked shipping units [ ] Accommodation service providers self-transport (or hire their own transport unit) [x] Other: Service users come directly to the provider's premises to use the accommodation/rental real estate services.

4. Return, Cancellation, and Refund Policy

General Policy:

Information Transparency: Haviland House commits to providing accurate and full information about rental properties, including status, amenities, rental prices, and related terms.
Professionalism and Respect: The Haviland House team always exhibits professionalism, respects customers and the privacy of current tenants (if any).
Safety and Security: Ensuring safety for customers and assets during property viewing and handover.
Legal Compliance: All activities comply with current statutory provisions on real estate leasing.

Room Changing Policy:

If the Customer wishes to upgrade to a higher room category, a surcharge will apply based on the price difference at the time the request arises. The price difference depends on each hotel and room type.
In case the Customer wishes to downgrade to a lower room category than the one booked or currently occupied, no refund will be granted.

Check-in Date Change Policy:

If the Customer submits a request to adjust the check-in date at least 3 days before the original check-in time, Haviland House will support the adjustment, subject to room availability at that current time.

Room Cancellation Policy:

If the Customer cancels the room booking 7 days or more prior to the check-in date, Haviland House will refund 100% of the paid amount.
If the Customer cancels within 7 days prior to the check-in date, the cancellation fee will be 100% of the total room cost.
In case the Customer has booked a room but does not show up (No-Show) and Haviland House receives no cancellation notice, 100% of the total room cost will be charged, and the Customer will not receive any refund.
For bookings during Public Holidays/Tet holidays of the current year (according to Vietnamese State regulations), the cancellation fee will be 100% of the total room cost upon cancellation request.
After cancellation, Haviland House will notify the Customer of service details, incurred costs, and the refund amount (if any) via bank transfer. The refund processing time is 15-30 working days (depending on the beneficiary bank), and the Customer will not bear any refund fee.

Refund Policy: Users meeting all conditions in the Cancellation Policy will receive refunds based on their payment method:

i. ATM Card (Domestic): Refund within 7 working days.
ii. Visa/Master Card (Domestic): Refund within 7 to 15 working days.
iii. Visa/Master Card (International): Refund within 30 to 45 working days. Note: The refund policy does not apply to users choosing to pay directly at the hotel. The time excludes Saturdays, Sundays, and public holidays.

5. Check-in and Check-out Policy

For Hotel Room Booking: Check-in after 14:00; Check-out before 12:00. Children under 2 years old accompanied by parents stay free of charge. Minimum check-in age is 18. Surcharges for children 6-11 years old: 80,000 VND/child/night; 12 years old and above (as adults): 150,000 VND/person/night.
For Rental Real Estate Services: Room viewing process includes receiving requests, initial consultation, and scheduling appointments.

6. Warranty Policy

Havilandhouse.com provides accommodation and real estate rental services; therefore, it does not have a product warranty policy.

7. Dispute and Complaint Resolution Process

All complaints from Customers are resolved on a negotiable basis. If an agreement cannot be reached, either party has the right to bring the case to the competent State Authority for resolution.

Hotline: 1900 23 23 43
Email: [email protected]
Transaction Office: 147 Tran Hưng Dao, Nai Hien Dong Ward, Son Tra District, Da Nang City, Vietnam.
Disputes between customers and providers / among members: Havilandhouse.com acts as a neutral third-party mediator within 7-10 working days. If mediation fails, disputes will be settled at a competent People's Court under Vietnamese law.

IV. Payment Process

Payment between Service Users and Accommodation Providers via the Website Owner:

Step 1: User selects the location, time, and room type.
Step 2: User authenticates the online booking, chooses a payment method, and pays Havilandhouse.com.
Step 3: CONG TY CO PHAN HAVILAND HOUSE transfers order information to the Provider.
Step 4: Provider confirms the booking to the User.
Step 5: Provider and Haviland perform periodic reconciliation. Haviland remits the booking payment to the Provider after deducting the agreed commission fee.

V. Transaction Safety Guarantee

The management utilizes security services to protect members' data. Members must not use any programs or tools to interfere with the system or alter data structures. All transaction details are confidential unless required by law enforcement.

VI. Responsibility in Case of Technical Incidents

In case of technical, software, or objective errors preventing transactions, members should notify the Management Board via Hotline 1900 23 23 43. We will fix the error as soon as possible.

VII. Policy on Protection of Consumers' Personal Information

Purpose of Collection: Order processing, account maintenance, customer care, experience personalization, and security prevention.
Scope of Collection: Email, password, full name, phone number, address, and tax identification number (for sellers).
Storage Time: Information is stored internally during service provision or until completion of the collection purpose or upon user deletion request.
Information Management Unit: CONG TY CO PHAN HAVILAND HOUSE, 147 Tran Hưng Dao, Nai Hien Dong Ward, Son Tra District, Da Nang City, Vietnam. Hotline: 1900 23 23 43. Email: [email protected].
Complaint Processing Time: 5 working days from receipt of a complaint regarding the misuse of personal information.