anou Platform – Terms of Use

INTRODUCTION

• These Terms of Use (the “Terms”) constitute a legally binding agreement between you (the “User”, and collectively, “Users”) and Kalasus Company Limited (“Kalasus”, “anou”, “we”, “us” or “our”), a company duly established and operating under the laws of the Socialist Republic of Vietnam, having its registered office at 44 Ung Van Khiem Street, Thanh My Tay Ward, Ho Chi Minh City, Vietnam. The information above is current as of the Effective Date of these Terms. Kalasus is the sole owner, developer, and operator of the anou Platform, including the anou mobile application, website, and all related features, content, functionalities, and services (collectively, the “Platform” or “anou Platform”).
• The “Services” provided by anou encompass: (a) access to and use of the Platform; (b) the digital facilitation of connections between Users; and (c) access to any information, data, text, images, software, features, or other materials made available through the Platform, including, but not limited to, any future updates, augmentations, or new features (collectively, the “Content”). As the Platform provider, anou may upgrade, modify, suspend, or discontinue any aspect of the Services or Content for legal, security, operational, commercial, technical, or compliance reasons, with notice where required by applicable law or applicable Policies. Any such new or modified features shall remain strictly subject to these Terms.
• Functionally, anou operates exclusively as a digital venue designed for Users to offer, accept and manage Tasks to be performed within the territory of Vietnam. Users acknowledge and agree that all agreements relating to the actual performance of Tasks are formed directly and exclusively between the relevant Users. Accordingly, anou does not perform, direct or control the Tasks, is not a party to any User agreement, and is not an employer, agent, broker or joint venturer of any User.
• The collection, processing, cross-border transfer, storage, and use of personal data are governed by our Privacy Policy and applicable privacy and data protection laws. Where consent is required by applicable privacy laws for a particular personal data processing activity, anou will obtain such consent in accordance with the Privacy Policy and applicable law. Users retain all statutory data subject rights, which may be exercised in accordance with the procedures set forth in the Privacy Policy.
• By taking an affirmative action, including clicking “I Agree”, checking a consent box, creating an Account, or using the Services, Users acknowledge that they have read, understood, and agreed to be legally bound by these Terms, the Privacy Policy, and any other applicable Policies incorporated by reference (collectively, the “Agreement”). This affirmative action may constitute a valid electronic signature or electronic acceptance to the extent recognised under applicable laws on electronic transactions. If a User does not agree to any provision of the Agreement, they must immediately cease accessing and using the Platform.
• In the event of any inconsistency between these Terms, the Privacy Policy, the Account Deactivation and Deletion Policy, the SEN rules, the Refund Policy or any other applicable Policies, the following order of interpretation shall apply:
• the Privacy Policy shall prevail solely with respect to privacy, Personal Data protection, data subject rights, consent, retention, deletion, destruction, de-identification, restriction, cross-border transfer and Processing of Personal Data;
• the Account Deactivation and Deletion Policy shall apply to the operational process for Account Deactivation and Account Deletion;
• the Refund Policy shall apply to refunds and related payment workflows;
• the SEN rules and Refund Policy shall apply to SEN validity, forfeiture, refund, restoration, top-up and related payment matters;
• the Task Cancellation Policy shall apply to Task cancellation status;
• the Complaint and Dispute Resolution Policy shall apply to complaints and disputes; and
• for all other matters, these Terms shall prevail, unless otherwise required by applicable law.
• The Platform and Services are strictly intended for Vietnamese citizens who are at least eighteen (18) years old and possess full civil legal capacity under the laws of the Socialist Republic of Vietnam, or legal entities duly established and validly existing under the laws of the Socialist Republic of Vietnam.
• Minors, persons with limited civil legal capacity, persons who have lost civil legal capacity, and persons who otherwise do not have full legal capacity must not create an Account, register for the Platform, post a Task, accept a Task, act as a Poster or Taker, purchase or use SEN, or otherwise access or use the Services. Users must not permit, enable, assist, or encourage any minor or any person who does not satisfy the eligibility requirements to access or use the Platform or Services through the User’s Account or otherwise.
• Users represent and warrant that they satisfy the eligibility requirements under these Terms. Furthermore, anou may request information or documents to verify a User’s eligibility and may refuse registration, restrict access, suspend, or terminate an Account where anou has reasonable grounds to believe that the Account is or may be created, operated, accessed, or used by a minor or by any person who does not satisfy the eligibility requirements.

DEFINITIONS

Unless the context otherwise requires, the following defined terms shall have the meanings ascribed to them below. Any terms capitalized herein but not expressly defined shall have the meanings ascribed to them in the applicable Policies:

• Interpretation: In these Terms and all applicable Policies, unless the context otherwise requires, words importing the singular include the plural and vice versa, and words importing a gender include every gender.
• “Poster” means a User who creates, initiates, and posts a Task on the Platform. Provided, however, that if such Task is a Community Campaign, the Poster must strictly be a legal entity holding a verified Legal Entity Account on the Platform.
• “Taker” means a User who interacts with, accepts, books, or participates in a Task posted by a Poster through the Platform. Depending on the specific nature of the Task (whether a Service Request, a Service Offer, or a Community Campaign), the Taker may act as the service provider, the service recipient, or a campaign participant. Where a Taker acts as a Service Provider User, such Taker acts solely as an independent contractor and never as an employee, agent, joint venturer or representative of anou.
• “Service Provider User” means the User who provides, performs or delivers the relevant service, assistance, activity or deliverable under a Task. For a Service Request, the Service Provider User is typically the Taker. For a Service Offer, the Service Provider User is typically the Poster.
• “Service Recipient User” means the User who requests, books, receives or benefits from the relevant service, assistance, activity or deliverable under a Task. For a Service Request, the Service Recipient User is typically the Poster. For a Service Offer, the Service Recipient User is typically the Taker.
• “User” means any individual or legal entity that registers for an Account or otherwise accesses or uses the Platform, including Posters, Takers and any other persons or entities using the Services, subject to the eligibility requirements and restrictions set out in these Terms.
• A foreign individual residing in Vietnam may not act as a Service Provider User, or otherwise perform any Task through the Platform, unless such individual is permitted to do so under applicable Vietnamese law and holds all required licences, permits, work authorisations, or other statutory approvals. Furthermore, anou may require evidence of such authorisations and may refuse, suspend, or terminate access to service-provider features where such evidence is not provided.
• A foreign legal entity may not act as a Service Provider User, or otherwise perform any Task through the Platform, unless permitted under applicable law and approved by anou in accordance with anou’s verification and compliance procedures.
• “Offer” means the proposed remuneration, quotation, or listed price submitted by a User as consideration for the execution and completion of a Task, encompassing both bids on Service Requests and prices set for Service Offers.
• “Escrow” means a payment holding, settlement, escrow, or similar mechanism operated by a designated PSP or another authorised service provider, whereby funds are temporarily held or processed pending the confirmed completion, cancellation, or dispute resolution of the relevant Task in accordance with these Terms.
• “Task Completion Confirmation” means the confirmation submitted by the relevant Service Recipient User through the Platform that the relevant Task has been completed or is deemed completed in accordance with the applicable Policies, for the purpose of triggering the applicable Payment Release process.
• “Payment Release” means the settlement, disbursement, release or instruction to the PSP or other authorised service provider to settle, disburse or release the relevant Offer amount or other payable amount from the applicable payment holding, settlement, escrow or similar mechanism to the relevant Service Provider User or other payee designated in accordance with the applicable Task flow, these Terms, the applicable Policies and PSP rules.
• “Policies” means all supplemental operating rules, guidelines, schedules, and policies implemented by anou, including but not limited to the Refund Policy, Cancellation Policy, Complaint and Dispute Resolution Policy, Account Deactivation and Deletion Policy, Request Policy, Tax Policy, SEN rules, fee schedules, prohibited goods and services list, and any other policies published or made available by anou from time to time, as may be amended, updated, or introduced by anou.
• “Platform-Level Handling Outcome” means an internal operational handling outcome notified by anou through the Platform or CSKH for the purpose of administering the Platform. It is not a legal adjudication, arbitral award, court judgment, mediation settlement or final determination of civil, criminal, administrative or other legal liability.
• “PSP” (Payment Service Provider) means a third-party entity duly licensed, authorised, or permitted under applicable laws to provide payment processing, settlement, escrow, holding, fund transfer, or other payment-related services made available on or in connection with the Platform, as applicable.
• “Community Campaign” means an initiative created and posted on the Platform by a legal entity (acting as a Poster via a verified Legal Entity Account) for the purpose of organising and conducting community-oriented activities. Such activities include, without limitation, concerts, exhibitions, fairs, physical activity events (e.g., community running events), role-playing gaming events (e.g., esports tournaments), academic and intellectual activities (e.g., lectures and career fairs), networking activities (e.g., wellness and yoga sessions), and social activities (e.g., charitable and volunteer initiatives).
• “Task” means any listing, request, or offer posted by a Poster on the Platform, whereby the Poster either:
• seeks a Taker to provide a permitted service, assistance, or deliverable (a “Service Request”); or
• offers to provide a permitted service, assistance, or deliverable to a Taker (a “Service Offer”).
• For the avoidance of doubt, any reference to a “Task” in these Terms shall encompass both Service Requests and Service Offers, as well as a Community Campaign. A Task strictly excludes any prohibited, restricted, or regulated activities unless expressly permitted by anou and by applicable law.
• “Task Acceptance” means the stage at which a Task is matched, booked, accepted, scheduled, pre-funded, or otherwise confirmed through the Platform in accordance with the applicable Task flow and Policies. Where applicable, Users may communicate through the Platform’s chat feature (the “Chat Thread”) to clarify the scope, schedule, and other details of the Task. This includes, without limitation, clarifying any specific risks, constraints, or obstacles (whether latent or unforeseen) that may affect the execution of the Task.
• A Task shall be deemed officially accepted once the applicable matching, booking, acceptance, payment, escrow, scheduling, or other requirements specified by the Platform and applicable Policies for the relevant Task flow have been satisfied, including, where applicable, confirmation by the relevant Users, deposit of the agreed funds into Escrow, and/or official scheduling through the Platform.
• Upon such Task Acceptance, the Poster and the Taker shall be legally bound by the respective rights and obligations in relation to the Task until the Task has been completed or cancelled in accordance with the applicable Policies of the Platform.
• “SEN” means an internal, closed-loop platform credit or point unit recorded in a User’s Account and used solely to access or pay for certain Platform features, service fees, or in-app functionalities as permitted by anou. SEN is not fiat currency, cryptocurrency, a security, an investment product, or legal tender. SEN has no value outside the Platform, is not transferable outside the Platform, and may not be redeemed, withdrawn, or exchanged for cash except where required by applicable law or expressly permitted by anou’s Policies.
• ROLE AND OBLIGATIONS OF anou
• The Platform is an online, app-based marketplace that enables Posters to post Tasks and connect with Takers. Any contract or agreement regarding a Task is formed directly between the Poster and the Taker via the Platform. Furthermore, anou is not a party to any such agreement.
• As the Platform provider, anou is not an employment agency and does not act as an employer of any User, including any Service Provider User. Users are not employees, agents, partners, joint venturers, franchisees, or representatives of anou. Furthermore, anou does not set work locations, hours, or working conditions, and does not supervise, direct, or control the work of Service Provider Users.
• Furthermore, anou is not an advertising agency and is not responsible for User-generated content posted by Users, except to the extent required by applicable law or these Terms. Each User posting content on the Platform does so on their own behalf and is solely responsible for the content they post.
• Users acknowledge and agree that anou:

does not directly perform any Tasks, nor does it employ, hire, or engage any third-party individuals or entities as agents or subcontractors to perform Tasks on its behalf;

does not provide any tools, materials, equipment, or insurance, and does not reimburse or cover any expenses incurred by Service Provider Users in connection with a Task; and

does not control the manner in which Service Provider Users perform Tasks and does not guarantee the quality, timing, legality, safety, or outcome of any Task; provided, however, that anou may operate Platform features, verification processes, moderation tools, payment workflows, dispute support, and enforcement mechanisms as described in these Terms and the Policies.

• Users have no express or implied authority to bind anou or to make any representations or commitments on anou’s behalf.
• Where a User acts as a Service Provider User, such User acts solely as an independent contractor providing services to the relevant Service Recipient User, without the involvement of anou. The Service Provider User shall provide such services using its own tools, resources and materials, and shall independently determine the applicable Offer, price, scope or conditions for the relevant Task, subject to the Platform’s applicable Task flow and Policies. The Service Provider User:
• may elect to perform a Task without the direction, supervision or restriction of anou;
• may offer and provide its services through other channels, including competing platforms; and
• shall have the discretion to accept or reject any Task that is beyond its capacity or ability to perform, subject to any commitments already made through the Platform.
• Where a dispute arises between Users outside the scope of the Platform’s operation and control, anou shall have no responsibility or obligation to resolve such dispute. However, with respect to disputes arising within the scope of the Platform’s operation and control, anou’s Customer Support team (“Customer Support” or “CSKH”) may, upon the request of any User, assist in facilitating the resolution of such dispute in accordance with the Platform’s Complaint and Dispute Resolution Policy, with the aim of enhancing the User experience. Where a dispute falls within the scope of the Platform’s operation and control, the following principles shall apply:
• If any issue arises in connection with a transaction relating to the performance of a Task, the Poster and the Taker should first communicate directly with each other and use good faith efforts to resolve the dispute amicably. To the extent reasonably practicable, anou may assist Users in resolving the dispute through CSKH. If the dispute cannot be resolved through negotiation or mediation, a User may submit a complaint or initiate legal proceedings before the competent governmental authority to resolve the dispute with the relevant counterparty.
• To the maximum extent permitted by applicable law, each Poster and Taker waives and releases anou and its affiliates, officers, directors, employees, and agents from claims arising solely out of disputes between Users in relation to the performance or non-performance of a Task, except to the extent such claim arises from anou’s own breach of these Terms, wilful misconduct, fraud, gross negligence, or any liability that cannot be excluded under applicable law.
• Except where expressly required by law or by anou’s Policies, and notwithstanding the Know Your Customer (“KYC”) verification procedures described elsewhere in these Terms, anou does not conduct criminal background checks, nor does it verify professional licences, certifications, or qualifications of any User. Each Service Recipient User is solely responsible for verifying the qualifications, credentials and suitability of the relevant Service Provider User for the applicable Task. Each User acknowledges and agrees that they assume all risks associated with accepting a Task involving another User. To the maximum extent permitted by applicable law, anou does not assume responsibility or liability for the accuracy, completeness, or reliability of background check information provided by Users or third parties, nor for any false, misleading, or fraudulent statements made by any User.
• Any reference on the Platform to a User or Service Provider User being “verified”, “badged”, “reliable”, “highly rated”, or similar language, indicates only the status, rating, activity history, or verification step expressly described on the Platform. Such references do not, and shall not be deemed to, represent any assumption of liability by anou for the statements, acts, or omissions of any User or Service Provider User. Any such description:
• is provided solely for the relevant counterparty’s reference in independently assessing the identity and suitability of the relevant User or Service Provider User when deciding whether to proceed with Task Acceptance through the Platform; and
• does not constitute an endorsement, certification, or guarantee by anou of any User’s skills, qualifications, licensing, insurance, trustworthiness, safety, or suitability.
• Notwithstanding any feature or service of the Platform that Users may use to expedite matching, booking, selection, or Task Acceptance, Users should undertake their own review and due diligence before proceeding with Task Acceptance to determine whether the relevant counterparty possesses the appropriate qualifications, competence, and suitability for the Task.

ACCOUNT REGISTRATION; KYC

• Account Registration
• To access and use the Platform, Users must register an Account by providing true, accurate, current, and complete information, including full name, email address, telephone number, and any other information required by anou from time to time. Each Account may only be registered, owned, accessed, and used by a User who satisfies the eligibility requirements under these Terms. Accounts must not be registered for, transferred to, shared with, accessed by, or used on behalf of any minor or any person who does not have full civil legal capacity.
• Certain features, including without limitation, posting Tasks, accepting Tasks, receiving payouts, or using higher-risk Services, may require additional verification information. Such information may include government-issued identification documents, address details, tax information, or business registration documents.
• Users must promptly update Account information to ensure such information remains accurate and complete in accordance with anou’s Policies. anou may suspend or terminate the relevant User Account where anou has reasonable grounds to believe that the information provided is untrue, inaccurate, incomplete, or misleading.
• Verification (KYC)
• While Users may access basic Platform features and create standard Tasks without completing full verification subject to a specific monetary threshold set forth in the applicable Policies, anou strictly requires Users to successfully complete Know Your Customer (“KYC”) verification procedures prior to accessing certain core or high-risk features.
• Specifically, until an Account is fully KYC-verified, the respective User may create only one active eligible Standard Service Request at a time, solely as a Service Recipient User, with a proposed and Final Confirmed Task Value not exceeding 100,000 VND. The User may not create another Task while that Standard Service Request remains active. Full KYC verification is required before the User may:
• post a Service Offer; submit an offer or proposal for, book, accept, receive or perform any Task as a Taker or Service Provider User; or receive a payout;
• post or accept an Urgent Task or Emergency (SOS) Task;
• create, register for, join or participate in a Community Campaign; or;
• register or operate a Legal Entity Account, which is a strict prerequisite to creating a Community Campaign. For these purposes, a Standard Service Request remains active until it is withdrawn, rejected, expired, cancelled, completed, deemed completed or otherwise finally closed by the Platform.
• Such KYC verification procedures may include, without limitation:
• for individuals, providing a government-issued citizen identification number, live facial verification, and telephone number and/or email address verification;
• for legal entities, the submission of a valid business registration certificate and tax identification number.
• Users represent and warrant that all information provided to anou is true, complete, accurate, and not misleading. Users agree to indemnify anou for any actual losses, damages, liabilities, costs, and expenses (including reasonable legal fees) directly arising out of or in connection with the provision of any false, incomplete, or misleading information.
• Furthermore, anou may refuse registration or access, or suspend or terminate an Account, where anou reasonably believes such action is necessary to protect the integrity and security of the Platform, comply with applicable laws or Policies, or address false, incomplete, or misleading information.
• Legal Entity Accounts and Authorised Users
• Where an Account is registered or operated on behalf of a legal entity (a “Legal Entity Account”), the User registering or operating such Account represents and warrants that they possess the requisite legal authority to bind the entity to these Terms.
• In the event the Platform permits a Legal Entity Account to add or grant access to multiple authorised users (whether via subscription packages or other features), the legal entity shall be responsible, to the extent permitted by applicable law, for all acts, omissions, Tasks, payment obligations, and liabilities incurred by any such authorised users acting under the legal entity’s name. For the avoidance of doubt, anou may treat all activities conducted by such authorised Users as the direct activities of the legal entity itself, except where otherwise required by applicable law.
• Account Security and Responsibility: To the maximum extent permitted by applicable law, Users are responsible for all activities conducted through their Accounts, whether authorised or unauthorised. A User may be relieved of such responsibility only to the extent that the User proves through reliable evidence that the relevant activity resulted solely from unauthorised third-party access, was not caused or materially contributed to by the User’s act, omission, credential sharing, failure to maintain reasonable security or delay in notifying anou, and occurred despite the User having complied with all Account-security obligations. Relief of the User from responsibility under this paragraph does not, by itself, establish liability on the part of anou. Furthermore, anou may rely on Platform, device, security and PSP records when reviewing the matter. Users must not share, lend, transfer or otherwise make their Accounts available to any other person, including any minor, and must promptly notify anou’s CSKH of suspected unauthorised use or a security breach.
• If a minor or any person who does not satisfy the eligibility requirements accesses or uses the Platform through a User’s Account, anou may treat such access or use as a breach of these Terms by the Account holder. The Account holder shall remain responsible, to the extent permitted by applicable law, for all activities, transactions, SEN usage, Task activities, losses, liabilities, and obligations arising from such Account use.
• Eligibility
• By registering an Account or otherwise accessing or using the Platform, each User represents and warrants that:
• if an individual, the User is a Vietnamese citizen, is at least eighteen (18) years old and possesses full civil legal capacity under Vietnamese law;
• if a legal entity, the User is duly established and validly existing under Vietnamese law and acts through a duly authorised representative; and
• the User meets all eligibility requirements under these Terms and applicable law.
• Furthermore, anou may refuse registration, deny access, restrict features, suspend, or terminate an Account where anou has reasonable grounds to believe that the person or entity does not meet the eligibility requirements, the Account is or may be created, operated, accessed, or used by a minor or an unauthorised person, the User may breach these Terms or applicable law, or the Account may pose a safety, security, fraud, compliance, or operational risk.

TASKS – TASK CATEGORIES

• Each Task posted on the Platform must be lawful, feasible, safe, and must not contravene social ethics, public order, or applicable regulations.
• The Platform supports the following categories of Tasks
• Standard Tasks: Tasks posted by Users through the ordinary request or offer workflow. Standard Tasks generally involve a Poster creating a Task, Takers submitting offers, the Poster selecting a Taker, both parties confirming the final scope and price, and the relevant Paying User funding the Task value before performance begins where required by the applicable Task flow.
• Community Campaigns: Community-oriented activities created by verified Legal Entity Accounts and joined by Users, with SEN participation and reconciliation mechanics described in these Terms and the applicable Policies.
• Emergency (SOS) Tasks: Safety-related Tasks initiated by a Poster who indicates an emergency or dangerous situation through one of the SOS incident types shown in the Platform interface. SOS Tasks follow the special response, completion, debt and Support-Compensation SEN mechanics described in these Terms and applicable Policies.
• Urgent Tasks: High-priority Tasks surfaced to nearby eligible Takers who have enabled “available for task” status. Urgent Tasks include Mobility Support Urgent Tasks and may include other short-timeframe Tasks supported by the Platform.
• Concurrent Delivery Limit: To ensure optimal response quality and maintain an uninterrupted User experience, the maximum number of Emergency (SOS) Tasks and Urgent Tasks a Taker may receive concurrently via the aforementioned pop-up mechanism shall be limited to a specific threshold determined by anou from time to time, as reflected in the Platform’s settings or applicable Policies.
• No Guarantee for Timely Fulfilment: For all categories, including Emergency (SOS) Tasks and Urgent Tasks, anou merely provides priority visibility features. Furthermore, anou does not guarantee that any Task will be accepted, responded to, or completed by a Taker within the Poster's desired timeframe.

TASK FLOWS AND POLICY-GOVERNED SEN HOLDS

The following rules describe the Platform’s Task-flow structure at a high level. Detailed SEN amounts, monetary fees, fee percentages, conversion rates, payment timing, cancellation consequences, refund treatment, tax handling and prohibited-item consequences are governed by the applicable Task Policy, SEN Rules, Fee Schedule, Refund Policy, Task Cancellation Policy, Complaint and Dispute Resolution Policy, Tax Policy and Platform settings, as disclosed to Users from time to time.

• General SEN hold principle
• Where a Platform activity requires SEN in connection with creating, posting, offering, accepting, joining, participating in or otherwise accessing a Task or Community Campaign, the relevant SEN will be treated as Held SEN unless and until the applicable Policy provides for a Final SEN Deduction. Held SEN is temporarily restricted for the relevant activity but is not finally deducted merely because the activity was initiated.
• For ordinary Task flows, Held SEN may be converted into a Final SEN Deduction only when the relevant Task is completed or deemed completed, or when another final outcome expressly permitted by the applicable Policies occurs. For Community Campaigns, Held SEN may be converted into a Final SEN Deduction when the Campaign begins and the relevant participation is confirmed, subject to reconciliation under the applicable Policies.
• If the relevant Task, offer, acceptance, participation or Campaign does not proceed to the applicable completion or start event, Held SEN will be released, restored or otherwise handled in accordance with the SEN Rules, Refund Policy, Task Cancellation Policy and Platform settings, unless a disclosed anti-abuse rule, cancellation consequence, legal requirement or Platform-Level Handling Outcome permits different treatment.
• Standard Tasks

For a Standard Task, the Poster creates and posts the Task, Takers may submit offers, the Poster may select a Taker, and the relevant Users confirm the Task scope, schedule and final Task price through the Platform. Any SEN associated with posting the Task or submitting an offer is treated as Held SEN until the applicable release or final-deduction event occurs under the applicable Policies.

• Urgent Tasks and Mobility Support Tasks

Urgent Tasks are surfaced to nearby eligible Takers who have enabled the applicable availability status. Mobility Support Tasks are a form of Urgent Task involving pick-up and destination information and, where supported, counter-offer functionality. Any SEN associated with posting, availability, acceptance or participation is treated as Held SEN and is handled under the Task Policy, SEN Rules and Fee Schedule.

• Ride-Sharing Tasks

For a Ride-Sharing Task, the Poster publishes a route and proposed ride-sharing arrangement, and a Taker may select a route that matches the Taker’s intended journey. The User who ultimately receives payment for the relevant Ride-Sharing Task will be responsible for the applicable Platform fee treatment as disclosed in the Fee Schedule and SEN Rules.

• Emergency (SOS) Tasks

Emergency (SOS) Tasks are intended for urgent safety-related situations and may follow a special creation, response, completion, payment-debt and Support-Compensation SEN workflow under the Task Policy, Refund Policy, SEN Rules, Fee Schedule and Platform settings. Any SEN associated with SOS acceptance or response is treated as Held SEN until the applicable completion, release, debt or Support-Compensation SEN outcome is determined under the applicable Policies.

• Community Campaigns

Community Campaigns may be created only by verified Legal Entity Accounts. SEN associated with Campaign creation, expected participation, registration or confirmed participation is treated as Held SEN before the Campaign begins. When the Campaign begins and participation is confirmed, the applicable Held SEN may be converted into a Final SEN Deduction and reconciled according to actual confirmed participation under the SEN Rules, Fee Schedule, Refund Policy and Platform settings.

• Evidence and self-resolution before dispute
• For monetary Tasks, the Fund-Receiving User must, to the extent technically available and safe to do so, submit:
• the required “before” evidence after the Task starts but before performing the relevant work; and
• the required “after” evidence when requesting Task Completion Confirmation.
• The Paying User is encouraged to preserve and submit relevant counter-evidence. Users should attempt to resolve Task issues directly through the Platform before escalating to CSKH, unless immediate escalation is justified by safety, fraud, Personal Data, legal compliance, payment-hold, chargeback, harassment, abuse, PSP rules, competent authority instructions or other urgent concerns.
• Negative SEN balance and feature restrictions

A Negative SEN Balance may arise only in accordance with the SEN Rules, Fee Schedule, Refund Policy, Task Policy and applicable law, including where a Final SEN Deduction, Support-Compensation SEN outcome, chargeback, reversal or other permitted adjustment cannot be fully covered by the User’s available SEN balance. A Negative SEN Balance may restrict access to certain paid or SEN-required Platform features, subject to any disclosed emergency SOS exception and applicable legal requirements, but does not by itself result in full Account suspension or termination unless permitted under the applicable Policies due to Reputation Score threshold, fraud, abuse, safety risk, KYC failure, illegal conduct, material breach, PSP rules, competent authority instruction or applicable law.

• Feature Restrictions based on Metrics: Maintaining minimum Platform Metrics may be required to access specific Platform features. If Users’ Reputation Scores or Performance Ratings fall to or below the thresholds set forth in the applicable Policies, anou may restrict Users’ eligibility to receive or accept high-priority Tasks, including Urgent Tasks and Emergency (SOS) Tasks. The numerical thresholds and corresponding account restrictions are governed by the applicable Policies and may be updated by anou from time to time in accordance with those Policies.
• Emergency Services Disclaimer: Emergency (SOS) Tasks and Urgent Tasks are strictly not emergency medical, police, firefighting, rescue, or public emergency services. Users must contact the competent emergency authorities directly where there is any risk to life, health, public safety, or property requiring official emergency assistance.
• Platform Metrics and Reputation System: To support trust, pricing and service quality, anou operates several separate metrics, including Reputation Score, Performance Rating, lifetime Contribution Points, Member Level, Lifetime Contribution Rank and an Annual Contribution Leaderboard. Reputation Score is expressed as a percentage; Contribution Points are numerical units of qualifying engagement; Member Level uses lifetime point thresholds; Lifetime Contribution Rank reflects relative lifetime position; and the Annual Contribution Leaderboard counts only points earned during the relevant calendar year and resets annually without reducing lifetime points.
• Platform Metrics are internal, non-monetary tools. They have no cash value and cannot be transferred or exchanged for fiat currency or SEN. Any applicable discounts based on a User’s Member Level and Lifetime Contribution Rank are applied directly and concurrently to reduce the Platform Fee otherwise payable to anou.
• Users acknowledge that qualifying or adverse events may result in automated or manual additions, deductions, withholding, correction or reversal of Platform Metrics under the applicable Policies. Material user-facing allocations, caps, thresholds and fee consequences must be disclosed, but anou is not required to disclose security-sensitive fraud signals, source code, model weights or exact proprietary ranking formulas. Users may request review of an apparent calculation error or materially adverse automated outcome through the applicable support or complaint process.
• Applicable Rules: All Tasks, regardless of their category, are strictly subject to the payment mechanisms, cancellation rules, and other conditions set forth in the applicable sections of these Terms and anou’s internal Policies (including the Task Cancellation Policy). By posting, accepting, or engaging in any Task, Users acknowledge, understand, and agree to be bound by all such applicable rules.
• Platform Discretion: As the Platform provider, anou may determine, re-evaluate, or alter the eligibility of any Task for a particular category (including re-categorising a Task), suspend, hide, or remove any Task, or modify, introduce, or deprecate Task categories entirely, with or without prior notice where permitted by applicable law, if anou reasonably believes such action is necessary to comply with these Terms, applicable Policies, or applicable laws, prevent fraud or abuse, protect Users, or maintain the safety, security, and integrity of the Platform.

POSTING, BIDDING AND FORMING A TASK

• Posting: Posters may post Task descriptions, requirements, timing, location (if relevant), prices, conditions, availability, and other relevant Task details on the Platform. Posters are solely responsible for ensuring that any posted Task is lawful, feasible, safe, accurate, and does not contravene social ethics, public order, applicable regulations, or these Terms.
• Offers and Acceptance
• For Service Requests, Takers may submit Offers in response to Tasks posted by Posters, including proposed pricing, timing, assumptions, conditions, and other terms. Posters may review and select their preferred Taker from among the Offers received.
• For Service Offers, Posters may publish the applicable price, scope, timing, availability, and other conditions for the relevant Task, and Takers may book, accept, or otherwise proceed with such Service Offer through the Platform in accordance with the applicable Task flow and Policies.
• A Task shall be formed only when the applicable matching, booking, acceptance, payment, escrow, scheduling, or other requirements specified by the Platform and applicable Policies have been satisfied.
• Assistants/Subcontractors: Where permitted by the Platform and/or the Service Recipient User, any assistant engaged by a Service Provider User to participate in the performance of a Task must be a registered User of the Platform. The Service Provider User shall remain responsible for all acts and omissions of, and for ensuring compliance with these Terms by, any such assistant engaged in connection with the performance of the Task.
• No Guarantee: For the avoidance of doubt, anou does not guarantee that any Task will be posted, accepted, or completed, nor does it guarantee the quality, safety, legality, or outcome of any Task or any agreement formed between Users.

USER CONDUCT, PROHIBITED TASKS

• Users must comply with these Terms, all applicable Vietnamese laws and regulations, and all other Policies. Users may not post, transmit, or share any false, misleading, defamatory, obscene, offensive, or unlawful content, nor upload or distribute any malicious code, viruses, or other harmful materials through the Platform.
• Prohibited Tasks: The following types of Tasks, or Tasks involving any of the following, are strictly prohibited on the Platform, including but not limited to:
• the sale or provision of illegal goods or services;
• stolen, counterfeit, or unauthorised items;
• medical, healthcare, or health-related services, whether or not such services require professional medical qualifications, licences, or regulatory approval;
• activities which are hazardous to human health or the environment;
• services involving interaction with extra-high-voltage electrical systems;
• Tasks involving weapons, explosives, or other hazardous items;
• human trafficking, exploitation, or any form of forced labour;
• Tasks that require, request, encourage, or permit a minor to create or use an Account, act as a Poster or Taker, perform any Task, purchase or use SEN, communicate with Users through the Platform, or otherwise access or use the Services;
• Tasks involving minors in any unlawful, unsafe, exploitative, unsupervised, or inappropriate manner;
• hate speech, incitement to violence, or discrimination;
• invasion of privacy or unauthorised collection, use, or disclosure of personal data;
• any activity that violates consumer protection, advertising, competition, cybersecurity, or data protection laws; or
• any activity that contravenes social ethics, public order, or public safety.
• Conditional Tasks: Certain activities may be permitted only if the Service Provider User holds all required licences, permits or certifications, and the Service Recipient User has confirmed such compliance where applicable. Each Service Recipient User is responsible for verifying the Service Provider User’s compliance with all applicable legal and regulatory requirements before engaging in such Tasks, to the extent such verification is reasonably practicable and relevant to the Task. Furthermore, anou does not verify or guarantee the qualifications or compliance of any User. For the avoidance of doubt, activities designated as Prohibited Tasks remain prohibited even if a User holds a valid licence, unless anou expressly reclassifies such activity as a Conditional Task in the applicable Policies.
• Assumption of Risk and Personal Safety
• Users expressly agree that they are responsible for independently assessing such risks, equipping themselves with the necessary safety knowledge, skills, and protective equipment, and taking all reasonable precautions to ensure their own physical safety and the safety of others. anou does not provide any safety training, occupational guidelines, or protective gear. To the maximum extent permitted by applicable law, Users assume responsibility for risks inherent in the execution or receipt of a Task, including bodily injury, health impairment, property damage, or other physical harm, except to the extent such harm arises from anou’s own breach of these Terms, wilful misconduct, fraud, gross negligence, or any liability that cannot be excluded under applicable law.
• Users, including Service Provider Users, are solely responsible for obtaining and maintaining any insurance, licence, permit, certification, training, safety equipment, or other protection required by applicable law or reasonably appropriate for the Tasks they post, accept, perform, or receive. Furthermore, anou does not provide insurance coverage for Users or Tasks unless expressly stated in a separate written policy issued by anou.
• Safety Incidents: Users must promptly report to anou through the Platform any accident, bodily injury, health impairment, property damage, threat, harassment, suspected unlawful conduct, or other safety-related incident arising in connection with a Task. Users must provide accurate information and reasonably cooperate with anou’s review, dispute handling, fraud prevention, safety response, or legal compliance processes. Where there is any immediate risk to life, health, personal safety, public safety, or property, Users must contact the competent emergency authorities directly and must not rely on the Platform as a substitute for emergency services.
• Regulated Activities: For clarity, Users may not use the Platform to arrange, advertise, offer, solicit, coordinate, or facilitate any regulated activity, including without limitation, cross-border money transfer, currency exchange, remittance, payment services, banking or other licensed financial services, unless such activities are carried out entirely outside the Platform through duly licensed institutions and in full compliance with applicable laws and regulations. The Platform’s payment and escrow features must not be used to effect, simulate, or circumvent any regulated activity, including cross-border remittance or currency exchange.
• Licensing for Community Campaigns
• Legal entities acknowledge and agree that organising and conducting activities under a Community Campaign, including without limitation concerts, exhibitions, fairs, public events, charitable or volunteer initiatives, physical activity events, educational events, networking events, or other community-oriented activities, may require specific statutory licences, permits, notifications, approvals, venue permissions, safety arrangements, or other governmental or third-party approvals under applicable law.
• The Poster operating a Legal Entity Account is responsible, to the extent permitted by applicable law, for identifying, applying for, obtaining, maintaining, and complying with all such required licences, permits, notifications, approvals, permissions, and safety requirements before posting, promoting, organising, or conducting the relevant Community Campaign through the Platform.
• Furthermore, anou may request evidence of such licences, permits, approvals, permissions, or compliance arrangements, and may reject, suspend, hide, remove, or restrict any Community Campaign where anou reasonably believes that the relevant requirements have not been satisfied or that the Community Campaign may create legal, safety, regulatory, reputational, or operational risks. Any review, request, or moderation by anou does not constitute anou’s verification, endorsement, approval, or guarantee of the legality, safety, licensing status, or compliance of the Community Campaign.
• By posting a Community Campaign, the relevant legal entity represents and warrants that it has obtained and will maintain all necessary approvals and compliance arrangements, and agrees to indemnify and hold harmless anou, to the extent permitted by applicable law, from and against third-party claims, governmental claims, penalties, losses, costs, and expenses arising from that legal entity’s failure to comply with applicable licensing, permitting, notification, approval, safety, venue, or event-related legal requirements, except to the extent arising from anou’s own breach of these Terms, wilful misconduct, fraud, gross negligence, or any liability that cannot be excluded under applicable law.
• No Circumvention: Users must not use the Platform to solicit, arrange, or complete Tasks, payments, or related transactions outside the Platform for the purpose of avoiding Platform fees, payment mechanisms, safety controls, dispute procedures, tax compliance, or other applicable Policies. anou may restrict, suspend, or terminate Accounts, withhold Platform benefits, or take other appropriate action where anou reasonably believes that Users have engaged in circumvention, off-Platform payment arrangements, or other conduct intended to bypass the Platform’s operating rules.
• Enforcement: As the Platform provider, anou may remove content, suspend or terminate Accounts, or take other appropriate actions where anou reasonably believes such action is necessary to enforce these Terms, comply with applicable laws, prevent fraud or abuse, or protect the safety, security, and integrity of the Platform.

PRICING, PAYMENTS, ESCROW, FEES, AND TAXES

• Payment Method: All monetary payments on the Platform shall be processed through a PSP that is duly licensed, authorised or permitted to provide the relevant payment services under applicable law. Users must provide accurate payment details to the PSP and agree to the applicable PSP terms, conditions, and policies. Furthermore, anou does not directly store full payment card details or payment authentication credentials. Payment processing is handled entirely by the relevant third-party Payment Service Providers (PSPs). However, anou may receive, store, and process payment status, transaction references, payout information, SEN balance records, and other payment-related information strictly necessary to operate the Platform, comply with applicable laws, and enforce these Terms.
• Escrow and Holding Mechanisms
• For Tasks requiring pre-funding, the Paying User shall pay the Offer amount or final confirmed Task amount into a payment holding, settlement, escrow or similar mechanism operated by the PSP or another authorised service provider, as made available on the Platform. The amount held by the PSP will be subject to Payment Release to the relevant Fund-Receiving User, Service Provider User or other payee designated in accordance with the applicable Task flow, Policies and PSP rules when the Task is completed, deemed completed or otherwise finally handled under the applicable Task flow, Platform settings or Policies, unless a Completion Objection, Payment Hold, PSP restriction, chargeback, legal restriction, Platform-Level Handling Outcome or other valid hold applies.
• For the avoidance of doubt, Task Completion Confirmation and Payment Release do not constitute anou’s verification, endorsement, or guarantee of the quality, legality, safety, or completeness of the relevant Task.
• Where Users submit evidence, images, messages, files, or other information in connection with Task Completion Confirmation, disputes, or Payment Release, such information will be processed in accordance with the Privacy Policy and applicable Policies.
• Platform Fees: As the Platform provider, anou may charge Service fees, marketplace fees, and other platform fees, payable in SEN, fiat currency, or other methods made available on the Platform in accordance with the applicable fee schedule and SEN rules. Users are not permitted to alter, waive, or negotiate anou’s fees, except where expressly permitted by anou through the Platform or applicable Policies. All fees are subject to change as disclosed on the Platform or in the applicable fee schedule. Material fee changes will be notified to Users in advance where required by applicable law or the applicable Policies.
• SEN Credits: Legal Nature of SEN: SEN is an internal, closed-loop unit used exclusively to record a User’s entitlement to access and use certain Platform features, pay for service fees, and settle applicable Platform fees. SEN does not constitute fiat currency, cryptocurrency, legal tender, a regulated means of payment, a security, or an investment instrument under the laws of Vietnam. SEN has no value outside the Platform and may not be withdrawn, redeemed, or exchanged for cash, except where mandated by applicable laws, a binding order from a competent governmental authority, or anou’s applicable Policies.
• SEN Holds and Final Deductions: SEN may be held upfront for creating, posting, offering, accepting, joining, participating in or otherwise accessing Platform activities. Held SEN is not finally deducted at the time of hold. For ordinary Task flows, Held SEN may be converted into a Final SEN Deduction only when the relevant Task is completed or deemed completed, or when another final outcome expressly permitted by the applicable Policies occurs. For Community Campaigns, Held SEN may be converted into a Final SEN Deduction when the Campaign begins and participation is confirmed. If the applicable activity does not reach the relevant completion or Campaign-start event, Held SEN will be released, restored or otherwise handled in accordance with the applicable Policies, unless a disclosed anti-abuse rule, cancellation consequence, legal requirement or Platform-Level Handling Outcome permits different treatment.
• SEN Classification, Validity and Disclosures: Purchased SEN, Reward SEN, Held SEN, restored SEN, expired SEN and any other SEN class will be recorded and administered in accordance with the applicable SEN Rules and Platform settings. Before Users purchase or receive SEN, anou will disclose the applicable purchase terms, validity period, expiration rules, refund rules, usage restrictions and other required information through the Platform or applicable Policies.
• Negative Balances and Restrictions: A Negative SEN Balance may be recorded only in accordance with the applicable SEN Rules, Fee Schedule, Refund Policy and applicable law. Users with a Negative SEN Balance may be restricted from creating Tasks, accepting Tasks, submitting offers, enabling availability status, participating in Campaigns, accessing promotional benefits or using other paid or SEN-required Platform features, subject to any disclosed emergency SOS creation exception, safety controls, anti-abuse measures and applicable law. For clarity, a Negative SEN Balance does not by itself result in full Account suspension or termination, unless suspension or termination is otherwise permitted under the applicable Policies due to Reputation Score threshold, fraud, abuse, safety risk, KYC failure, illegal conduct, material breach, PSP rules, competent authority instruction or applicable law.
• SEN Eligibility and Authorised Use: SEN may only be purchased, held, and used by eligible Users through their own Accounts. Users must not purchase, transfer, share, make available, or permit the use of SEN for or by any minor, unauthorised person, or person who does not satisfy the eligibility requirements under these Terms.
• Task Expenses: Any out-of-pocket expenses incurred by a Service Provider User in connection with a Task must be pre-agreed between the relevant Users in the Platform Chat Thread and, where supported, processed via the Platform. Off-Platform payments are strictly prohibited unless expressly permitted by a posted Policy. Additionally, anou is not responsible for any off-Platform payment.
• Tax and Mandatory Withholding:
• Mandatory Withholding: Where required by applicable Vietnamese Tax laws and regulations, anou may calculate, withhold, declare, and remit applicable taxes (including, but not limited to, Value-Added Tax and Personal Income Tax), charges, or other amounts in respect of transactions conducted through the Platform. By posting or accepting a Task, Users expressly authorise anou and/or the relevant PSP to automatically deduct such amounts from payouts, Escrow funds, Payment Release amounts or other amounts payable to the relevant Service Provider User, payee or User, where required or permitted by law.
• User Information: Users must provide accurate, current, and complete tax information, including their Tax Identification Number (“MST”) and government-issued ID. If a User fails to provide such information, anou may apply the applicable withholding rate, withhold disbursements, or suspend the User’s Account until the required information is verified, where permitted or required by applicable tax laws.
• Reporting and Finalisation: To comply with these obligations, anou shall disclose transaction information, issue tax withholding receipts, and report to the competent tax authorities as strictly required by law. While anou fulfils its mandatory withholding obligations, Users remain ultimately responsible for their own annual tax finalisation and any other tax liabilities not explicitly covered by anou’s withholding.
• Invoicing: For amounts charged and recognised as anou’s own revenue, anou shall issue or arrange legally required VAT invoices in accordance with applicable tax law. Such amounts may include Platform Fees, SEN package purchase prices, Enterprise Package fees and other service fees charged by anou. The underlying Offer amount, Task expenses and other consideration agreed between Users are not invoiced by anou merely because payment is routed through the Services. Where required by law, the Service Provider User is responsible for issuing the invoice for the underlying Task to the Service Recipient User.
• Fraud Prevention: Transactions flagged for potential fraud may be declined, frozen, or subject to investigation. In such cases, anou may request additional information from Users, suspend Accounts, or take other appropriate actions to prevent or address fraudulent activity.
• No Refunds: Refunds, partial refunds, reversals, SEN restoration and fee treatment are governed by the Refund Policy, applicable Policies, PSP rules and applicable law.

CANCELLATIONS AND REFUNDS

• Reputation Penalties and Cancellations: To safeguard Platform reliability, anou implements a strict Reputation Score system governed by the Cancellation Policy.
• Users acknowledge and agree that
• excessive cancellations, cancellations without mutual consent, or the cancellation of high-priority Tasks (such as Emergency (SOS) Tasks) following Task Acceptance shall result in automated deductions from their Reputation Score or other Platform Metrics of the User, subject to the Task Cancellation Policy, applicable exceptions, review mechanisms, Platform settings and applicable law; and
• if the User’s Reputation Score falls to or below the minimum threshold established in the Cancellation Policy, anou may restrict features, suspend, or terminate an Account, subject to applicable law and any review, appeal, or reactivation process set out in the applicable Policies or otherwise made available by anou.
• The specific daily cancellation allowances, deduction percentages, and termination thresholds are governed by the Cancellation Policy. From time to time, anou may modify these operational metrics by updating the Cancellation Policy and notifying Users where required by applicable law or the applicable Policies.
• Community Campaigns do not involve an Offer amount or Payment Release between ordinary participants unless expressly supported by anou. Capacity-based Poster SEN holds, participant SEN holds, Final SEN Deductions, reconciliation, Contribution Points and cancellation consequences are governed by the Task Policy, SEN Rules, Fee Schedule, Refund Policy and applicable service settings.
• Refunds: The method, timing and processing of all refunds are determined in accordance with the Refund Policy, PSP rules and applicable law. Where an approved monetary refund cannot be successfully processed to the original payment method or another valid refund method after reasonable processing efforts, the unsuccessful-refund handling mechanism in the Refund Policy may apply. This may include requesting a valid alternative refund method, keeping the Refundable Amount pending during the applicable notice period, sending user-facing notice, allowing the User to update the refund method or object within the applicable response period, and, where permitted by applicable law, PSP rules, the Refund Policy and the SEN Rules, crediting the applicable Refundable Amount to the User’s Account as SEN. For clarity, anou will not replace a monetary refund with SEN where a monetary refund is specifically required by applicable law, PSP rules, a binding authority instruction or a Platform-Level Handling Outcome that requires monetary refund treatment, unless the relevant User has provided specific, informed and affirmative consent to such alternative treatment where such consent is legally effective and sufficient. SEN credited as an alternative handling method for an unsuccessful monetary refund is governed by the Refund Policy and SEN Rules and does not make SEN legal tender, e-money, stored value, a payment account, a deposit, a debt instrument or a cash-equivalent product.
• Discretionary Actions: To protect the integrity of the Platform and its Users, anou may review and determine the outcome of any cancellation or refund request in accordance with these Terms, the applicable Policies, information available on the Platform, fraud prevention requirements, and applicable law. Furthermore, anou may deny refunds, withhold SEN, or take appropriate Account actions if there is reasonable suspicion of fraud, abuse, collusion, or any violation of the Platform’s policies.

RATINGS, REVIEWS, AND CONTENT MODERATION

• Ratings and Reviews: Users may leave ratings and reviews after a Task is completed. Such ratings and reviews reflect the personal opinions of Users and are not endorsed or verified by anou. To the maximum extent permitted by applicable law, anou assumes no responsibility or liability for any ratings, reviews, or other user-generated content posted on the Platform, except to the extent required by applicable law or these Terms.
• Moderation of Content: As the Platform provider, anou does not undertake to pre-screen every rating, review or item of User-generated content before publication. To the extent required by applicable law, the Agreement Documents or a binding instruction of a competent authority, anou will operate appropriate notice-and-action, review, restriction, removal, record-preservation and Account-enforcement procedures. Additionally, anou may prioritise moderation or restriction where content involves minors, Personal Data, safety risks, harassment, exploitation, fraud or other higher-risk circumstances. User-generated content is also subject to the licence granted under the Intellectual Property provisions of these Terms.

INTELLECTUAL PROPERTY (IP)

• Platform Ownership: The Platform, including all trademarks, logos, service marks, designs, text, graphics, images, software, and other proprietary content, is owned by anou or its licensors and is protected by copyright, trademark, and other applicable intellectual property laws. Users may not copy, reproduce, modify, distribute, transmit, display, perform, publish, licence, create derivative works from, reverse-engineer, decompile, or employ any automated means (including scraping or data mining) to extract data from or use any of the Platform’s proprietary materials except as expressly permitted by these Terms or with anou’s prior written consent.
• Third-Party Intellectual Property: Any third-party trademarks, service marks, or logos appearing on the Platform are the property of their respective owners. Their appearance on the Platform does not imply any affiliation with, endorsement by, or relationship to anou.
• User Content Licence: Users retain ownership of any content they submit, post, or upload to the Platform. However, Users grant anou a worldwide, non-exclusive, royalty-free, transferable, and sublicensable licence to host, store, reproduce, display, publish, translate, adapt, and use User-generated content solely for the purposes of operating, providing, improving, promoting, and protecting the Platform and Services, enforcing these Terms, and complying with applicable law. This licence continues for as long as necessary for those purposes, subject to Users’ rights under applicable law and the Privacy Policy, including any applicable rights relating to personal data contained in User-generated content. Furthermore, Users represent and warrant that they possess all necessary rights to grant this licence and that their content does not infringe upon any third-party intellectual property rights.
• IP Dispute Disclaimer: Users are solely responsible for any intellectual property Users create, provide, exchange or upload through the Platform. Furthermore, anou acts as an intermediary service provider and, to the maximum extent permitted by applicable law, assumes no obligation to mediate, adjudicate or compensate for intellectual-property disputes between Users or between a User and a third party. Moreover, anou’s operational role is limited to receiving and processing facially valid infringement notices, applying interim restrictions where reasonably appropriate or legally required, preserving relevant records, and complying with applicable law or binding orders of competent authorities. Additionally, anou does not independently determine ownership or final legal liability unless required by applicable law.

PRIVACY AND DATA PROTECTION

• Data Privacy and Processing: In operating the Platform, anou processes Personal Data in accordance with its Privacy Policy and applicable privacy laws. Personal Data may be stored, transferred, and processed in Vietnam and/or other jurisdictions in accordance with the Privacy Policy and applicable privacy laws. Where explicit consent is required for a particular data processing activity, anou shall obtain such consent through distinct, affirmative actions in accordance with the Privacy Policy and applicable law, rather than relying on the general acceptance of these Terms.
• User Data Rights: Subject to applicable privacy laws, Users may have rights regarding their personal data, including the rights to access, rectify, delete, restrict processing, and withdraw consent, subject to applicable legal limitations and the provisions of the Privacy Policy. Requests by Users to exercise these statutory rights may be submitted directly through the in-app settings or by contacting CSKH.
• Privacy Policy Reference: For comprehensive details regarding the mechanisms of collection, use, and protection of personal data, Users are expressly directed to consult the Privacy Policy, which functions as an integral part of the Platform’s operational framework.
• Minors' Data: The Platform and Services are not intended for minors. Users must not submit personal data of minors to the Platform unless expressly requested or permitted by anou for a specific safety, compliance, dispute-resolution or legally required purpose, and only where permitted by applicable law. If anou becomes aware that personal data of a minor has been submitted to or processed through the Platform in breach of these Terms, anou may delete, restrict, de-identify, or otherwise handle such data in accordance with the Privacy Policy and applicable law, and may suspend or terminate the relevant Account.

NO WARRANTY

• The Platform is provided on an “as is” and “as available” basis. To the fullest extent permitted by law, anou disclaims all warranties, express or implied, including but not limited to, implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
• Furthermore, anou does not guarantee continuous, uninterrupted, or error-free operation of the Platform, nor does it guarantee the accuracy, reliability, or safety of any content posted by Users. Additionally, anou does not endorse any Tasks created by Users or any services offered or performed by Service Provider Users.

LIMITATION OF LIABILITY

• General Limitation: To the maximum extent permitted by applicable law, anou shall not be liable to Users or any third party for any indirect, incidental, special, consequential, punitive, or exemplary damages (including, without limitation, lost profits, loss of data, service interruption, or loss of business opportunity) arising out of or in connection with their access to or use of the Platform, any Task, or these Terms, even if anou has been advised of the possibility of such damages.
• Limitation of Liability by Category: If any matter arises that gives rise to anou’s liability to compensate a User in connection with the Platform, any Task, or these Terms, such liability shall be determined and capped as follows:
• Technical and Payment Errors: For direct financial losses arising exclusively from technical failures, system errors, or payment processing malfunctions directly attributable to anou, anou's liability will be handled in accordance with the Refund Policy, applicable Policies and mandatory law. The refund or restoration of the User's own affected transaction amount under this paragraph constitutes the return of the User's own funds and shall not be counted towards, or capped by, the aggregate monetary cap applicable to other claims under these Terms.
• Other Liabilities: For all other claims, other than the return of the User's own affected transaction amount, to the maximum extent permitted by applicable law, anou's aggregate liability shall be limited to the actual, proven direct damages incurred by the claiming User, subject to an aggregate cap of VND 260,000,000 (Two Hundred Sixty Million Vietnamese Dong).
• Statutory Rights: Nothing in these Terms shall limit or exclude anou’s liability to the extent that such limitation or exclusion is strictly prohibited by applicable law.

INDEMNITY

To the extent permitted by applicable law, Users agree to indemnify and hold harmless anou, its affiliates, officers, directors, employees, agents, and representatives from and against any and all claims, liabilities, damages, losses, penalties, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

• Users’ misuse of the Platform, breach of these Terms, violation of applicable law, or infringement of third-party rights;
• Users’ sharing, transfer, lending, or unauthorised use of an Account, including any access to or use of the Platform by a minor, unauthorised person, or person who does not satisfy the eligibility requirements;
• Users’ performance or non-performance of any Task;
• Any content stored, posted, transmitted, or otherwise made available by Users through the Platform;
• Any claim by a third party arising out of or relating to their conduct, acts, or omissions in connection with the use of the Platform or the Services; or
• Any failure by Users to provide accurate tax information, fulfil their applicable tax obligations, or any fraudulent payment activities, including credit card chargebacks or unauthorised transactions relating to SEN purchases.

DISPUTE RESOLUTION

• Support First: If Users have any questions, concerns, or disputes arising within the scope of the Platform’s operations and control, they may contact anou’s customer support team (“Customer Support” or “CSKH”) through the support channels made available on the Platform.
• Governing Law: These Terms shall be governed by and construed in accordance with the laws of the Socialist Republic of Vietnam, without regard to its conflict of law rules.
• Dispute Resolution: Subject to any mandatory rights that Users acting as consumers may have under applicable consumer protection laws to bring a complaint or claim before a competent authority or court, any dispute, controversy, or claim arising out of or in connection with these Terms, or against or relating to anou, its affiliates, officers, directors, employees, or agents, shall be finally resolved by arbitration at the Vietnam International Arbitration Centre (VIAC) in accordance with the Arbitration Rules of VIAC in force at the time of the commencement of the arbitration, which are incorporated into this arbitration agreement by reference. The arbitral tribunal shall consist of a sole arbitrator. The language of the arbitration shall be Vietnamese. The seat of arbitration shall be Ho Chi Minh City, Vietnam. However, where a User is an individual consumer, such User may elect to bring the dispute before a competent court of Vietnam instead of arbitration, in accordance with applicable consumer protection law. The arbitration agreement binds an individual consumer only where that consumer agrees to arbitration after the dispute has arisen.

SUSPENSION AND TERMINATION

• To protect the Platform, anou may suspend or terminate Users’ access to the Platform and/or Services, with or without prior notice where permitted by applicable law, if anou reasonably believes that Users have breached these Terms, failed to satisfy eligibility requirements, allowed a minor or unauthorised person to access or use their Account, engaged in fraudulent or unlawful activity, created safety, security, legal, compliance or operational risks, or otherwise misused the Platform.
• Upon the suspension or termination of their Accounts, Users shall remain liable for all outstanding obligations incurred prior to such suspension or termination. Any remaining SEN balance upon suspension, termination, or Account closure will be handled in accordance with the applicable SEN rules, the Refund Policy, and applicable law. Besides, anou may forfeit SEN where the Account is terminated for fraud, abuse, unlawful activity, or a material breach of these Terms, except where a refund or restoration is required by applicable law. If a User voluntarily closes their Account, remaining SEN will be handled in accordance with the applicable SEN rules, Refund Policy and applicable law. Unless expressly provided otherwise in the Refund Policy or required by applicable law, remaining SEN may be forfeited and non-refundable upon such voluntary closure, provided that the applicable forfeiture rule has been clearly disclosed to the User before the relevant SEN purchase or top-up.

CHANGES TO TERMS AND PLATFORM

• From time to time, anou may update, amend, or revise these Terms. Material changes will be notified to Users in advance via the Platform, email, or other reasonable means. The revised Terms will become effective on the date specified in the notice. Users’ continued access to or use of the Platform after the effective date of any changes constitutes acknowledgement and acceptance of the revised Terms, except where separate express consent is required by applicable law. If Users do not agree to the revised Terms, they must immediately cease using the Platform and Services.
• To ensure the ongoing development and security of the system, anou may modify, suspend, or discontinue any feature, functionality, or aspect of the Platform or Services, in whole or in part, for legal, security, operational, commercial, technical, or compliance reasons, with reasonable notice where practicable and required by applicable law. To the maximum extent permitted by applicable law, anou shall not be liable to Users or any third party for any such modification, suspension, or discontinuance.

FORCE MAJEURE

For the avoidance of doubt, anou shall not be liable for any delay or failure to perform its obligations under these Terms or in connection with the Platform due to events or circumstances beyond its reasonable control, including but not limited to natural disasters, epidemics, pandemics, acts of government or regulatory authorities, war, terrorism, civil unrest, strikes, labour disputes, third-party payment gateway failures, network outages, or interruptions in telecommunications or internet services. During such events, anou’s obligations shall be suspended for the duration of the event, and anou will use reasonable efforts to resume performance as soon as practicable.

MISCELLANEOUS

• Entire Agreement: These Terms, together with the Privacy Policy and any other applicable Policies referenced herein, constitute the entire agreement between Users and anou regarding the use of the Platform and supersede all prior or contemporaneous understandings, communications, and agreements, whether written or oral, relating to the subject matter hereof.
• Order of Precedence: In the event of any inconsistency between these Terms and any Policy, the order of interpretation set out in the Introduction of these Terms shall apply. For the avoidance of doubt, the Privacy Policy shall prevail solely with respect to privacy, Personal Data protection, data subject rights, consent, retention, deletion, destruction, de-identification, restriction, cross-border transfer and Processing of Personal Data. The Account Deactivation and Deletion Policy shall apply to the operational process for Account Deactivation and Account Deletion. The Refund Policy shall apply to refunds and related payment workflows. The SEN Rules shall apply and prevail over the Refund Policy solely with respect to SEN validity, forfeiture, restoration, top-up and related SEN treatment. The Task Cancellation Policy shall apply to Task cancellation status. The Complaint and Dispute Resolution Policy shall apply to complaints and disputes. The Task Policy shall govern Task creation, Task categories, Task flows, matching, availability, acceptance, evidence requirements and operational Task status. The Fee Schedule shall govern fee amounts, SEN amounts, conversion rates, fee percentages and other chargeable amounts. The Tax Policy shall govern tax calculation, withholding, invoicing, reporting and tax adjustments. The Prohibited Goods and Services List shall govern prohibited, restricted, unsafe or non-compliant Tasks, goods, services and activities. For all other matters, these Terms shall prevail, subject always to mandatory applicable law which shall prevail over all Agreement Documents to the extent of any conflict.
• Severability: If any provision of these Terms is found to be unlawful, void, or unenforceable under applicable law, that provision shall be deemed severable from these Terms and shall not affect the validity or enforceability of the remaining provisions. The validity and enforceability of the affected provision under other applicable laws shall remain unaffected.
• Mandatory Consumer Rights: Nothing in these Terms limits, excludes, or restricts any mandatory rights or remedies that a User may have under applicable consumer protection laws. If any provision of these Terms is invalid, unenforceable, or prohibited under applicable consumer protection laws, such provision shall apply only to the maximum extent permitted by law, and the remaining provisions shall remain in effect.
• Assignment: Users may not assign, transfer, or delegate any of Users’ rights or obligations under these Terms without anou’s prior written consent. Conversely, anou may assign or transfer its rights, and may transfer or delegate its obligations, in whole or in part, to any affiliate or successor in connection with a merger, acquisition, corporate reorganisation or sale of assets, subject only to any notice or User consent mandatorily required by applicable law. No User consent is required except to the extent mandatory applicable law expressly requires such consent.
• Notices: From time to time, anou may provide notices to Users via in-app messages, email, or by posting on the Platform.
• Language: These Terms are issued in Vietnamese and may be made available in English or another language for convenience. Where a User acts as a consumer and language versions are inconsistent, the version more favourable to that consumer will prevail unless mandatory applicable law requires another result. For a User who does not act as a consumer, the Vietnamese version will prevail unless anou and that User expressly agree otherwise in writing or mandatory law provides otherwise.