Terms of Service

A. Terms of Service Provision

When registering, logging in, activating an account, using the scheduling feature, making payments, sending messages, or using any feature that processes personal data, Users must read and confirm their agreement to these Terms, the Privacy and Personal Data Protection Policy, the Operating Rules, and notices at the corresponding touchpoint. For significant personal data processing activities, Glow may require confirmation via a dedicated checkbox, a separate popup, OTP, or another traceable electronic method.

The use of the messaging channel on the Glow Platform shall not be construed as a fully private communication channel outside the scope of Glow's governance. Glow may collect, store, review, read, extract, analyze using automated/AI systems, restrict, remove, or delete message data to the extent necessary, transparently, and in compliance with applicable law.

1. Users must confirm they are at least 18 years of age when providing services on the Glow application.

2. It is strictly prohibited to use the Glow application for the purpose of prostitution or paid dating arrangements. Users will have their accounts suspended and will be held legally liable for their actions.

3. All sensitive and offensive content and images are strictly prohibited. Such content will be deleted immediately and the user's account will be permanently suspended.

B. Key Fees on Glow That Users Should Be Aware Of

For Technician Partners: For each successful order on the Glow system, Glow will charge a fee of 0%–40% from the Technician Partner.

C. Contractual Relationship

These Terms apply in conjunction with the Privacy and Personal Data Protection Policy, the Operating Rules, the Platform Policy, the messaging channel usage policy, and in-app notifications. In the event of significant changes relating to message data, AI review, data sharing, retention periods, or User rights, Glow may require Users to re-confirm before continuing to use the relevant feature.

These Terms of Use ("Terms") govern your access to or use of the applications, websites, content, products, and services (collectively, "Services") provided by Glow, a brand owned and operated by BK Vietnam Technology Joint Stock Company.

Your access to and use of the Services constitutes your agreement to be bound by these Terms, which establishes a contractual relationship between you and Glow. If you do not agree to these Terms, you may not access or use the Services. These Terms supersede any prior agreements or arrangements with you.

Glow may immediately terminate these Terms or any Services with respect to you, or cease providing or deny access to the Services or any portion thereof, at any time for any reason.

Additional terms may apply to certain Services, such as policies for a specific event, activity, or promotion, and such additional terms will be communicated to you in connection with the applicable Services. Additional terms are in addition to, and shall be deemed part of, the Terms for the purposes of the applicable Services. Additional terms shall prevail over these Terms in the event of a conflict with respect to the applicable Services.

Glow may amend the Terms related to the Services from time to time. Amendments will become effective upon Glow's posting of updated Terms at this location or amended policies or additional terms for the applicable Service. If you continue to access or use the Services after receiving notice of any such change, you agree to be bound by the amended Terms.

The collection and use of personal information in connection with our Services is governed by Glow's Privacy Policy available at https://glowvietnam.com/privacy-policy/.

Glow may provide claims processors or insurance companies with any necessary information (including your contact information) if there is a claim, dispute, or conflict — which may include an accident — involving you and a Technician/Service Provider, and such information or data as is necessary to resolve such claims, disputes, or conflicts.

D. Services

Glow's services are technology services and platform operation support services, including tools for displaying information, connectivity, scheduling, messaging, payment/reconciliation, customer care, complaint handling, fraud prevention, and platform safety assurance. Glow does not directly provide Technician/Service Provider services to Customers, unless otherwise agreed in a separate written agreement.

The Services constitute a technology platform that allows users to use Glow's mobile applications or websites provided by Glow as part of the Services (collectively, "Applications") to arrange and schedule services and/or spa services with Technicians/Service Providers, including Technicians/Service Providers operating under agreements with Glow or certain affiliates of Glow ("Technicians/Service Providers").

Unless Glow has agreed otherwise in a separate written agreement with you, the Services are made available solely for your personal, non-commercial use.

License

Subject to your compliance with these Terms, Glow grants you a limited, non-exclusive, non-sublicensable, revocable, non-transferable license to: (i) access and use the Applications on your personal devices solely for your use of the Services; and (ii) access and use any related content, information, and materials that may be made available through the Services, solely for your personal, non-commercial use in each instance.

Any rights not expressly granted herein are reserved by Glow and its licensors.

Restrictions

You may not: (i) remove any copyright, trademark, or other proprietary notices from any portion of the Services; (ii) reproduce, modify, prepare derivative works based upon, distribute, license, lease, sell, resell, transfer, publicly display, publicly perform, transmit, stream, broadcast, or otherwise exploit the Services except as expressly permitted by Glow; (iii) decompile, reverse engineer, or disassemble the Services, except as permitted by applicable law; (iv) link to, mirror, or frame any portion of the Services; (v) cause or launch any programs or scripts for the purpose of scraping, indexing, surveying, or otherwise data mining any portion of the Services or unduly burdening or hindering the operation and/or functionality of any aspect of the Services; or (vi) attempt to gain unauthorized access to or impair any aspect of the Services or their related systems or networks.

Third-Party Services and Content

The Services may be made available or accessed in connection with third-party services and content (including advertising) that Glow does not control. You acknowledge that different terms of use and privacy policies may apply to your use of such third-party services and content. Glow does not endorse such third-party services and content and in no event shall Glow be responsible or liable for any products or services of such third-party providers.

Additionally, Apple Inc., Google, Inc., and/or their respective subsidiaries and applicable international affiliates will be third-party beneficiaries of this contract if you access the Services using Applications developed for Apple iOS and Android mobile devices, respectively. These third-party beneficiaries are not parties to this contract and are not responsible for the provision or support of the Services in any manner.

Your access to the Services using these devices is subject to terms set forth in the applicable third-party beneficiary's terms of service.

Ownership

The Services and all rights therein are and shall remain Glow's property or the property of Glow's licensors. Neither these Terms nor your use of the Services conveys or grants to you any rights: (i) in or related to the Services except for the limited license granted above; or (ii) to use or reference in any manner Glow's company names, logos, product and service names, trademarks, or service marks or those of Glow's licensors.

E. Use of Glow Services

Before Customers and Technicians enter a private messaging space, Glow may display a banner/popup reminder of the messaging channel usage policy. Users may only proceed to use the messaging channel after having seen or confirmed the notification as designed by the system.

Users must not use the messaging channel to send unlawful content, content that infringes the rights of others, sensitive or offensive content, information that misrepresents the identity of Glow or a Technician, content soliciting off-platform transactions, harassing or abusive content, or content posing a risk to user safety.

Glow may use automated systems, filters, AI tools, or controlled service providers/sub-processors to review message data 24/7 to detect risks and support operational staff. These activities are carried out under the principles of data minimization, access control, tracing, and corresponding security measures.

Message data is subject to a default deletion mechanism 30 days after the conversation ends or the related transaction is completed, provided no complaint, incident, or other retention obligation has arisen. In the event of a complaint, dispute, incident, or request from a competent authority, Glow may temporarily suspend deletion and continue to retain the relevant data for as long as necessary to verify, process, or protect legitimate interests.

User Accounts

To use most aspects of the Services, you must register and maintain an active personal user Service account ("Account"). You must be 18 years of age or older, or the age of majority in your jurisdiction (if the age of majority differs from 18), to obtain an Account.

Account registration requires you to submit to Glow certain personal information, such as your name, address, mobile phone number, and age, as well as at least one valid payment method (either a credit card or an approved payment partner). You agree to maintain accurate, complete, and up-to-date information in your Account.

Your failure to maintain accurate, complete, and up-to-date Account information, including having an invalid or expired payment method on file, may result in your inability to access or use the Services or in termination of this Agreement between you and Glow. You are responsible for all activity that occurs under your Account, and you agree to maintain the security and secrecy of your Account username and password at all times.

Unless otherwise permitted by Glow in writing, you may only possess one Account.

User Requirements and Conduct

The Services are not available to users under the age of 18. You may not authorize third parties to use your Account, and you may not allow persons under the age of 18 to receive transportation or logistics services from Technicians/Service Providers unless they are accompanied by you. You may not assign or otherwise transfer your Account to any other person or entity. You agree to comply with all applicable laws when using the Services, and you may only use the Services for lawful purposes.

When using the Services, you shall not cause annoyance, inconvenience, or nuisance, or property damage to Technicians/Service Providers or any other party. In certain circumstances, you may be asked to provide proof of authorization to access or use the Services, and you agree that you may be denied access to or use of the Services if you refuse to do so.

Any conduct with the intention of soliciting customers from the Glow system is strictly prohibited. Solicitation on the Glow system is understood as privately negotiating with Glow's Customers (including partners) to provide Glow's services outside of the Glow system. Glow reserves the right to refuse service or suspend accounts without notice in the case of such conduct.

Customers and partners are legally liable under Vietnamese law for any aggressive conduct or violations of the law. Glow disclaims liability for actions between Customers and Technicians and vice versa. In the event of litigation or disputes, Customers and Technicians shall deal with each other directly, and Glow will provide necessary information when required by a competent authority.

Both Users and Technicians/Service Providers have the right to immediately terminate the service if they feel their personal safety is threatened or if the other party exhibits inappropriate behavior, and must immediately report this to Glow via the in-app help feature.

Text Messaging

By creating an Account, you agree that the Services may send you text (SMS) communications as part of the normal business operation of your use of the Services. You may opt out of receiving text (SMS) messages from Glow at any time by emailing [email protected] stating that you no longer wish to receive such messages, along with the phone number of the mobile device receiving the messages.

Promotional Codes

Glow may, in its discretion, create promotional codes that may be redeemed for Account credits, or other features or benefits related to the Services and/or a Technician's/Service Provider's services, subject to any additional terms that Glow establishes on a per promotional code basis ("Promo Codes").

You agree that Promo Codes: (i) must be used for the intended audience and purpose, and in a lawful manner; (ii) may not be duplicated, sold, or transferred in any manner, or made available to the general public (whether posted to a public form or otherwise), unless expressly permitted by Glow; (iii) may be disabled by Glow at any time for any reason without liability to Glow; (iv) may only be used pursuant to the specific terms that Glow establishes for such Promo Code; (v) are not redeemable for cash; and (vi) may expire prior to your use.

Glow reserves the right to withhold or deduct credits or other features or benefits obtained through the use of Promo Codes by you or any other user in the event that Glow determines or believes that the use or redemption of the Promo Code was in error, fraudulent, illegal, or in violation of the applicable Promo Code terms or these Terms.

User-Provided Content

Glow may, in its discretion, permit you from time to time to submit, upload, publish, or otherwise make available to Glow through the Services text, audio, and/or visual content and information, including commentary and feedback related to the Services, initiation of support requests, and submission of entries for competitions and promotions ("User Content"). Any User Content provided by you remains your property.

However, by providing User Content to Glow, you grant Glow a worldwide, perpetual, irrevocable, transferable, royalty-free license, with the right to sublicense, to use, copy, modify, create derivative works of, distribute, publicly display, publicly perform, and otherwise exploit in any manner such User Content in all formats and distribution channels now known or hereafter devised (including in connection with the Services and Glow's business and on third-party sites and services), without further notice to or consent from you, and without the requirement of payment to you or any other person or entity.

This use shall not affect your moral rights, and Glow shall not use it for separate advertising or commercial purposes without your explicit consent.

You represent and warrant that: (i) you are the sole and exclusive owner of all User Content or you have all rights, licenses, consents, and releases necessary to grant Glow the license to the User Content as set forth above; and (ii) neither the User Content nor your submission, uploading, publishing, or otherwise making available of such User Content, nor Glow's use of the User Content as permitted herein will infringe, misappropriate, or violate a third party's intellectual property or proprietary rights, or rights of publicity or privacy, or result in the violation of any applicable law or regulation.

You agree to not provide User Content that is defamatory, libelous, hateful, violent, obscene, pornographic, unlawful, or otherwise offensive, as determined by Glow in its sole discretion, whether or not such material may be protected by law. Glow may, but shall not be obligated to, review, monitor, or remove User Content, at Glow's sole discretion and at any time and for any reason, without notice to you.

Network Access and Devices

You are responsible for obtaining the data network access necessary to use the Services. Your mobile network's data and messaging rates and fees may apply if you access or use the Services from a wireless-enabled device, and you shall be responsible for such rates and fees. You are responsible for acquiring and updating compatible hardware or devices necessary to access and use the Services and Applications and any updates thereto.

Glow does not guarantee that the Services, or any portion thereof, will function on any particular hardware or devices. In addition, the Services may be subject to malfunctions and delays inherent in the use of the Internet and electronic communications.

F. Payment

You understand that use of the Services may result in charges to you for the services or goods you receive from a Technician/Service Provider ("Charges"). After you have received services or goods obtained through your use of the Services, Glow will facilitate your payment of the applicable Charges on behalf of the Technician/Service Provider as their limited payment collection agent. Payment of the Charges in such manner shall be considered the same as payment made directly by you to the Technician/Service Provider.

Charges will include applicable taxes where required by law. The Charges you pay are final and non-refundable, unless otherwise determined by Glow. You retain the right to request lower Charges from a Technician/Service Provider for services or goods received from the Technician/Service Provider at the time you receive those services or goods. Glow will respond to any request from a Technician/Service Provider to modify Charges for a particular service or good.

All Charges are due immediately, and payment will be facilitated by Glow using the preferred payment method designated in your Account. If your primary Account payment method is determined to be expired, invalid, or otherwise not able to be charged, you agree that Glow may, as the Technician's/Service Provider's limited payment collection agent, use a secondary payment method in your Account, if available.

As between you and Glow, Glow reserves the right to establish, remove, and/or revise Charges for any or all services or goods obtained through the use of the Services at any time in Glow's sole discretion. Further, you acknowledge and agree that Charges applicable in certain geographical areas may increase substantially during times of high demand.

Glow will use reasonable efforts to inform you of Charges that may apply, provided that you will be responsible for Charges incurred under your Account regardless of your awareness of such Charges or the amounts thereof.

Glow may from time to time provide certain users with promotional offers and discounts that may result in different amounts charged for the same or similar services or goods obtained through the Services, and you agree that such promotional offers and discounts, unless also made available to you, shall have no bearing on your use of the Services or the Charges applied to you.

You may elect to cancel your request for services or goods from a Technician/Service Provider at any time prior to such Technician's/Service Provider's arrival, in which case you may be charged a cancellation fee.

This payment structure is intended to fully compensate the Technicians/Service Providers for services or goods provided. Glow does not designate any portion of your payment as a tip or gratuity to the Technician/Service Provider.

Any statement by Glow (on Glow's website, in the Application, or in Glow's marketing materials) to the effect that tipping is "voluntary," "not required," and/or "included" in the payments you make for services or goods provided is not intended to suggest that Glow provides any additional amounts, beyond those described above, to Technicians/Service Providers.

You understand and agree that, while you are free to provide additional payment as a gratuity to any Technician/Service Provider who provides you with services or goods obtained through the Services, you are under no obligation to do so. Gratuities are voluntary. After you have received services or goods obtained through the Services, you will have the opportunity to rate your experience and provide additional feedback about the Technician/Service Provider.

G. Disclaimer of Warranties

THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." GLOW DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, NOT EXPRESSLY SET OUT IN THESE TERMS, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

In addition, Glow makes no representation, warranty, or guarantee regarding the reliability, timeliness, quality, suitability, or availability of the Services or any services or goods requested through the use of the Services, or that the Services will be uninterrupted or error-free. Glow does not guarantee the quality, suitability, safety, or ability of third-party providers.

You agree that the entire risk arising out of your use of the Services, and any service or good requested in connection therewith, remains solely with you, to the maximum extent permitted under applicable law.

H. Limitation of Liability

Glow shall not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages, including lost profits, lost data, personal injury, or property damage related to, in connection with, or otherwise resulting from any use of the Services, even if Glow has been advised of the possibility of such damages. Glow shall not be liable for any damage, liability, or loss arising from:

(i) your use of or reliance on the Services or your inability to access or use the Services; or

(ii) any transaction or relationship between you and any third-party provider, even if Glow has been advised of the possibility of such damages. Glow shall not be liable for delay or failure in performance resulting from causes beyond Glow's reasonable control.

You acknowledge that third-party transportation or logistics providers offering services requested through certain Glow brands may offer ridesharing or peer-to-peer services and may not be professionally licensed or permitted. In no event shall Glow be liable to you in connection with the Services for any damages, losses, and causes of action.

The limitations and disclaimer in this section do not purport to limit liability or alter your rights as a consumer that cannot be excluded under applicable law.

I. Indemnity

You agree to indemnify and hold Glow (and its officers, directors, agents, subsidiaries, joint venturers, and employees) harmless from any and all claims, demands, losses, liabilities, and expenses (including attorneys' fees) arising out of or in connection with: (i) your use of the Services or services or goods obtained through your use of the Services; (ii) your breach or violation of any of these Terms; (iii) Glow's use of your User Content; or (iv) your violation of the rights of any third party, including Technicians/Service Providers.

Glow will not require you to indemnify for damages arising from Glow's own fault, negligence, or unlawful conduct or that of Glow's partners.