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Operating Regulations

The Glow application is a platform serving the needs of connecting service providers in Spa Massage, Mother & Baby care, ear cleaning, hair removal, makeup, fitness, dentistry, pet care, medical clinics, beauty salons, home cleaning, travel assistance, and users in need of the aforementioned services. The Glow application is built to maximally support customers who wish to research information online about various types of services or who wish to book services online.

I. GENERAL PRINCIPLES

The Glow application is developed, operated, and maintained by BK VIETNAM TECHNOLOGY JOINT STOCK COMPANY (the Company).

Service providers on the Glow application are individuals/organizations legally engaged in the business of Spa, Massage, Therapy, Beauty, Mother & Baby care, ear cleaning, hair removal, makeup, fitness, dentistry, pet care, medical clinics, beauty salons, home cleaning, and travel assistance, duly licensed by competent authorities and permitted to provide services on the Glow application in accordance with Glow's Operating Rules.

Service users are individuals with a need to use Spa, Massage, Therapy, Beauty, Mother & Baby care, ear cleaning, hair removal, makeup, fitness, dentistry, pet care, medical clinics, beauty salons, home cleaning, and travel assistance services by booking online through the Glow application.

Merchants, organizations, and individuals participating in transactions on the Glow application may freely negotiate on the basis of mutual respect for the legal rights and interests of all parties involved in the service usage activities, governed by contract and not contrary to the provisions of law. Information about merchants, organizations, and individuals participating as users on the Glow application must be transparent and accurate.

Services participating in transactions on the Glow application must fully comply with all relevant legal regulations and must not fall under categories of goods or services prohibited from business or advertising under applicable law.

Transactions conducted through the Glow application must be carried out openly and transparently, ensuring the rights and interests of customers/service users.

All content in these Operating Rules must comply with the current legal system of Vietnam. Users participating in the Glow application must independently research their own legal obligations under Vietnamese law and commit to complying with the contents of the Glow application's Operating Rules.

II. GENERAL PROVISIONS

Electronic transaction name: The Glow application, developed by BK VIETNAM TECHNOLOGY JOINT STOCK COMPANY, operates under the transaction name: Glow (hereinafter referred to as "Glow").

General Definitions:

• Message data: The history of conversations/interactions arising from or related to exchanges between Customers and Technicians via the messaging channel on the Glow Platform or Glow's official integrated channels, including message content, attachments, send/receive/read timestamps, conversation IDs, account IDs, processing status, system logs, flagged content, system/AI review results, and related complaint-handling records.

• AI content review: A system, model, filter, automated or semi-automated tool used by Glow to review content 24/7, identify risks, and support the operations team; this system does not completely replace assessment by authorized personnel for decisions that significantly affect Users' legal rights and interests, except for temporary technical measures necessary to prevent immediate risk.

• Valid consent: Consent expressed through a clear affirmative action by a User, Technician, or Customer through a dedicated checkbox, a separate popup, OTP, in-app confirmation, or equivalent electronic mechanism, with the capability to trace the time, document version, agreed content, and scope of consent.

• AI service providers/sub-processors: Organizations, individuals, or entities providing technical services, storage, AI, automation, or operational support tools used by Glow to process data under Glow's instructions, within the scope of appropriate contracts/agreements covering confidentiality and data protection.

• Technician (KTV): The service provider — an individual/organization wishing to provide Spa Massage, Mother & Baby care, ear cleaning, hair removal, makeup, fitness, dentistry, pet care, medical clinics, beauty salons, home cleaning, travel assistance services ("Services") on Glow, through methods including: posting service information and advertising.

• Customer: The service user — a merchant, organization, or individual with a need to use services listed on Glow.

• User: Includes both Technicians and Customers.

Users participating in transactions on Glow are merchants, organizations, and individuals with a need to use services on Glow. Users must register and declare initial relevant personal information, be officially recognized by Glow's administration, and be authorized to use the services provided by Glow.

Upon registering as a Glow user, users understand that:

• Users may create a personal account to use the platform.

• Users may book services at the exact price and standard in accordance with the commitments of the legally registered merchant published on Glow.

The content of these Operating Rules complies with the current regulations of Vietnam. Users participating in Glow must independently research their own legal obligations under Vietnamese law and commit to complying with the contents of Glow's Operating Rules.

III. TRANSACTION PROCEDURES

1. Service Booking Procedure (for Customers):

a. Service Booking Procedure

b. App Download Referral Procedure (Affiliate Collaborators)

2. Procedure for Technicians

3. Procedure for Administrators

4. Return, Exchange, and Refund Policy

• Glow is not the service provider; therefore, exchanges and returns shall be handled in accordance with each Technician's individual policy.

• Glow requires Technicians, when posting service information, to provide complete information about the service.

• Glow advises users to read all information carefully, or to call the Technician directly to inquire about the service prior to placing a booking.

• Glow will support users to the extent possible with regard to exchanges and refunds.

During the support process for exchanges, refunds, complaints, or disputes, Glow may retrieve transaction data, scheduling data, message data, system logs, system/AI review results, and related evidence to the extent necessary for verification and resolution.

5. Delivery and Transportation Procedures

• Customers and Technicians independently select the service delivery location, subject to mutual agreement between the parties for each specific service.

6. Dispute and Complaint Resolution Procedure

Complaint Resolution Procedure:

Step 1: The Customer submits a complaint about a Technician's service via email: [email protected]. The Customer may also report directly to the administration of BK VIETNAM TECHNOLOGY JOINT STOCK COMPANY.

Step 2: Glow's Customer Care Department will receive complaints from customers (users); depending on the nature and severity of the complaint, Glow will take specific measures to assist the customer (user) in resolving the dispute.

Step 3: In cases that fall outside Glow's capacity or authority, the administration will request the customer (user) to bring the matter to the competent state authority for resolution in accordance with the law.

Customers may submit complaints to the following address:

• BK VIETNAM TECHNOLOGY JOINT STOCK COMPANY

• Address: 5th Floor, 170 Tran Duy Hung, Yen Hoa Ward, Hanoi City, Vietnam

• Tel: 0888129100

• Email: [email protected]

Complaint, Warning, and Dispute Regulations:

All posts must meet the following conditions or they will be blocked:

• The subject of the complaint must be a Glow user.

• The matter must be related to that user's post on Glow.

• Specific evidence must be provided.

• No offensive language, profanity, or threats.

When filing a complaint, specific and clear evidence must be provided, and the following must also be included:

• The complainant's account.

• The URL of relevant evidence.

Glow respects and earnestly implements legal regulations on the protection of customers' (users') rights. Therefore, users posting service listings on the application are requested to provide complete, accurate, truthful, and detailed information about the service. Any fraudulent or dishonest business conduct is condemned and must bear full legal responsibility.

Technicians and Customers are required to play an active role in resolving issues. Technicians must provide written documentation evidencing information relevant to the matter causing the dispute. Glow is responsible for providing relevant information about Customers and Technicians when requested by the Customer or any party involved in the dispute.

After the Technician and Customer have resolved the dispute, they are responsible for reporting back to Glow's administration. In cases where a transaction conflict arises due to fault on the part of the Technician, Glow will issue a warning, suspend the account, or refer the matter to the competent legal authority depending on the severity of the violation. Glow will terminate and remove all of that Technician's services from the Glow platform and simultaneously require the Technician to compensate the Customer adequately on the basis of agreement with the Customer.

If a negotiated resolution is not achievable for the conflict arising from a transaction between the Customer and the Technician, either party shall have the right to seek intervention from the competent legal authority to ensure the legal interests of both parties, especially the Customer.

IV. PAYMENT PROCEDURES

1. Order Fee Payment Between Technicians and Glow Platform Owner

a. Order fee payment between Technicians and the Glow application owner

All Users registered as Customers are exempt from all fees and maintenance charges. For Technicians specifically, the fee structure based on individual orders is as follows:

For Technicians: For each successful order on the Glow system, Glow will charge a fee from the Technician. Additionally, to maintain a listing displayed on the Glow system, Glow will charge a listing maintenance fee to the Technician. For orders where the Technician accepts an at-home appointment, the Technician is also required to pay a home management fee to Glow. These fees are essential for Glow to maintain the system and promote the brand. Specifically:

• For banner advertising costs on the Glow system, Technicians may independently select the price and display duration for their service listing according to their own goals and preferences.

Technicians make payment of the per-order fees to Glow using the following methods:

• Fees will be deducted directly from each booking before the amount is transferred to the Technician. Specifically, after the transaction is completed, Glow pays the order amount to the Technician via the Glow Balance. The Technician may then request a withdrawal from the Glow Balance to their personal bank account.

• In cases where the fee is paid by the Customer directly to the Technician after the Technician has completed the service, the Technician must transfer the per-service fee to Glow via the Glow Balance in accordance with Glow's regulations.

b. Value Added Tax (VAT) Invoices

Glow issues Value Added Tax (VAT) invoices for all service fees provided by Glow that Technicians are required to pay under Glow's fee schedule, specifically covering the following types of fees:

• Per-order fees charged to Technicians.

• Listing maintenance fees on Glow.

• At-home order management fees.

• Banner and advertising fees.

Glow uses the tax and identification information registered and provided by the Technician in the Seller Channel as the basis for issuing and sending invoices. On the first day of the following month, Glow sends reconciliation information to the Technician via the "Notifications" section of the Glow application. The Technician reviews the transaction information by clicking directly on the Notification. The Technician is responsible for verifying and confirming the reconciliation information, or for responding with a correction request if the information is inaccurate. If the Technician does not provide feedback within a minimum of 3 days from the date Glow sends the reconciliation information, Glow will automatically issue the invoice based on the information in the reconciliation notice. Glow sends the invoice code to the Technician via phone number or email on the 7th of each month.

2. Affiliate Collaborator Commission Payment

a. Eligibility and Participating Parties

With Glow acting as the application providing the transaction platform for all parties, Users (in this context acting as Affiliate Collaborators) introduce new users and provide referral links for registering to use Technician services on the Glow application, enabling new Users to participate, receive support, and conduct transactions more easily and conveniently. Affiliate Collaborators also receive specific benefits upon completing a successful referral, as described in "b. Program Terms and Content."

All Glow users (including both Customers and Technicians) are provided with one (01) referral link for downloading the application and may register to become an Affiliate Collaborator (affiliate marketer) for Glow. By sharing the referral link, the user registers as an Affiliate Collaborator using their existing registration information from the Glow application.

The purpose of the Affiliate Collaborator (affiliate marketing) program is to expand the customer base, increase the number of transactions on the Glow application; help new Customers receive useful information and attractive offers; help Collaborators earn passive income; and help Technician partners reach new customers and increase revenue without direct costs.

By agreeing to become an Affiliate Collaborator, the User does not establish any employment, agency, joint venture, partnership, or similar relationship between Glow and the partner. Upon participation, Technicians may participate in the following forms:

Users who are Enterprises, Business Households, or Individual Business Operators entering into a direct Collaborator Contract: must fulfill VAT, personal income tax (PIT), and corporate income tax (CIT) obligations corresponding to their business type. Users are responsible for filing taxes in accordance with applicable law.

Users who are Individuals, participating through online registration under Glow's Terms and Operating Rules: Under Point c, Clause 2, Article 2 of Circular 111/2013/TT-BTC, taxable income includes brokerage commissions, project participation fees, royalties, and other commission-based income. Point i, Clause 1, Article 25 of the aforementioned Circular stipulates that for income payments of two million dong (VND 2,000,000)/payment or more, a 10% withholding tax must be deducted from the income before payment to the individual.

Glow applies withholding tax at source at a rate of 10% of the order commission value for all completed orders before paying the commission to the Collaborator. Glow complies with its source withholding tax obligations under Circular 111/2013/TT-BTC and relevant legal documents, including any amendments, supplements, or replacements to the aforementioned Circular in effect from time to time (if applicable). Collaborators have the right to request that Glow provide them with the corresponding tax withholding certificates; Collaborators are responsible for independently completing their own annual tax reconciliation to obtain applicable tax refunds.

b. Program Terms and Content

In order to receive order commissions by referring new customers, the Collaborator must simultaneously satisfy the following conditions:

• The newly referred User must register successfully via the Collaborator's referral download link.

• The new User must place one (1) successful order and complete payment to the Technician.

After the order is completed, Glow distributes a portion of the order fee collected from the Technician to the successfully referring Collaborator. This amount is transferred to the Collaborator's Glow Balance within one (01) business day after the order is completed and the Technician has finalized payment of their fees to Glow.

c. Required Documentation

Users entering into a direct Collaborator Contract:

Based on the signed service contract, acceptance records, valid financial invoices, and other related documents as required by the contract, Glow will proceed with payment to the user.

If a user wishes to change their business registration type, they must notify Glow at least 30 days in advance to proceed with signing or amending the appropriate agreement.

Individuals registering online:

Depending on the payment cycle, which may change from time to time, Glow and the user shall jointly conduct reconciliation of affiliate marketing commissions incurred.

Glow complies with its PIT withholding obligation at source at a rate of 10% for payments of two million dong (VND 2,000,000)/payment or more, in accordance with Circular 111/2013/TT-BTC, and simultaneously issues tax withholding certificates for individuals to independently fulfill their annual tax reconciliation obligations with the competent tax authority.

3. Payment Between Users and Technicians

Users and Technicians complete all payments through Glow using payment methods stipulated by Glow.

V. ENSURING TRANSACTION SECURITY

To ensure successful transactions and minimize potential risks, Technicians must provide complete information (name, address, phone number, email) in their personal profile.

Users should not provide detailed payment information to anyone via email or any other form of communication. Glow is not responsible for damages or risks that users may incur from sharing their information over the Internet or via email. Users must absolutely not use any program, tool, or other method to interfere with the system or alter the data structure. The distribution, propagation, or encouragement of any activity aimed at interfering with, disrupting, or breaking into the Glow system is strictly prohibited. All violations will be handled in accordance with the Operating Rules and applicable law.

All transaction information is kept confidential, except in cases where it must be provided when required by a competent legal authority.

Users must not share payment information, identity data, sensitive data, or high-risk content through channels outside the Glow Platform where such sharing may create security risks, fraud, disputes, or difficulties in verifying the transaction. Glow does not encourage Users to unilaterally transfer transactions outside the platform to avoid fees, circumvent reconciliation, or evade the user protection mechanism.

VI. USER PERSONAL DATA PROTECTION POLICY

1. Purpose and Scope of Personal Data Collection

Information collected upon account registration on the Glow application:

In addition to account registration information, Glow may collect message data, consent data, electronic confirmation logs, device data, IP addresses, session IDs, booking history, payments, reconciliations, reviews, complaints, flagged data, and system/AI review results during Users' use of the Glow Platform.

Technicians/Service Providers: When a Technician wishes to provide Spa services on the Glow application, the following information must be provided in full:

• Full name

• Phone number

• Login password

• Gender

• Address

• Service type, service information, and service pricing

• Contact information (email, etc.)

Customers: Customers registering an account on the Glow application must provide:

• Full name

• Phone number

• Login password

• Gender

• Address

Note: This is information Glow requires users to provide mandatorily upon registration to use the service, and so that Glow can identify customers using the service and protect the interests of all parties.

During Use:

• Technicians/Service Providers: Technicians will provide personal information and regularly update their address, images, and current contact information.

• Customers: If a customer selects an at-home service or any other location, the customer must provide their address and contact information.

Information provided by users may be used for the following purposes:

• Managing, operating, and providing services on the Glow Application as requested by the user.

• Resolving and completing transactions for products and services; notifying users of abnormal account activity.

• Enforcing Glow's policies and terms.

• Serving identification, verification, legal assessment, and Know Your Customer (KYC) purposes.

• Sending service introduction information on the Glow Application to new users.

• Research, analysis, evaluation, and improvement of services (including the Application), technology, and processes.

• Server hosting, storage, and data backup.

• Enhancing user interaction and engagement.

• Fulfilling legal procedures or complying with applicable current law and requests from competent state authorities or any jurisdiction.

• Compiling statistics and research to meet reporting requirements and/or maintain internal or regulatory records.

• Resolving disputes and complaints arising in connection with the use of the Glow Application.

• Operating the messaging channel between Customers and Technicians, reviewing message content, detecting content violations, preventing fraud, off-platform solicitation, harassment, abuse, data breaches, or content posing a risk to user safety.

• Using AI systems, keyword filters, automated/semi-automated tools, or controlled AI service providers/sub-processors to review content 24/7, generate risk alerts, and support operational staff in a manner compliant with applicable law.

• Preventing activities that violate Vietnamese law.

Without the user's consent, Glow will not provide any member-related information to third parties for advertising purposes.

2. Data Retention Period

For message data between Customers and Technicians, Glow applies a default deletion mechanism 30 days after the conversation ends or the related transaction is completed, provided no complaint, dispute, refund request, information security incident, request from a competent authority, or other retention obligation has arisen.

In the event of a complaint or incident, Glow reserves the right to temporarily suspend deletion and continue to retain the relevant message data for as long as necessary to verify, process, and protect the legitimate interests of Glow, Customers, Technicians, or related third parties, or to comply with requests from competent authorities.

• User information is retained for a necessary period to fulfill the user's requests.

• Users may request that Glow delete their personal data upon termination of their membership in the Glow Application.

3. Individuals and Organizations Authorized to Access Information

• Technical service providers, AI service providers, cloud storage providers, sub-processors, or providers of tools/systems supporting automation used by Glow to operate the Glow Platform, review message content, detect fraud, ensure system security, and process complaints. These parties may only process data under Glow's instructions and on the basis of appropriate contracts/agreements covering confidentiality and data protection.

Users agree that, when necessary, the following authorities/organizations/individuals have the right to access and collect their information, including:

• Technicians/Service Providers

• Payment service providers

• Customer Care Department

• Glow Application Administration

• Competent state authorities (when legally required)

• Complainants who have proven the User's violation (if applicable)

4. Address of the Glow Application's Managing Entity

• BK VIETNAM TECHNOLOGY JOINT STOCK COMPANY

• Address: 5th Floor, 170 Tran Duy Hung, Yen Hoa Ward, Hanoi City, Vietnam

• Tel: 0888129100

• Email: [email protected]

5. Methods and Tools for Consumers to Access and Edit Their Personal Data

• Users have the right to independently check, update, adjust, or delete their personal information by logging into their account and editing their personal information, or by requesting that Glow do so.

• Users have the right to file complaints regarding the disclosure of personal information to a third party with Glow's Administration. Upon receiving such feedback, Glow will verify the information, provide an explanation, and guide the member on restoring and securing their information.

• Complaint email: [email protected]

The Glow Application commits to maintaining the confidentiality of user information and making best efforts, using appropriate measures, to secure the information that users provide to Glow during the use of services on the Glow application.

• User data and information will not be sold or transferred to third parties without the user's consent, except in cases required by competent state authorities in writing or as otherwise stipulated by law.

• In the event that the server storing user information is attacked resulting in data loss, Glow will be responsible for promptly notifying the relevant authorities for investigation and processing, and for informing affected users.

• If Glow determines that the information provided by a user is inaccurate, Glow will delete all content posted by that user on Glow.

Users are required to provide information in the following cases:

• Accessing, ordering, or using services provided by Glow.

• Requesting a quote, information, services, or support.

• Participating in surveys, prize competitions, or other promotional and marketing activities.

• Registering to receive newsletters, advertising emails, or other types of news.

• Registering for recruitment, submitting resumes or CVs.

The collection and use of user information may only be carried out with the user's consent through account registration on Glow.

For activities involving reading, reviewing, AI-based review, or deletion of message data, consent must be demonstrated through a clear affirmative action such as a dedicated checkbox, a separate popup, OTP, in-app confirmation, or another traceable electronic method, rather than relying solely on a "By continuing..." statement.

Users have the right to file complaints regarding the disclosure of personal information to a third party with the Glow Application Administration. Upon receiving such feedback, within seven (07) days, Glow will verify the information, provide an explanation, and guide the member on restoring and securing their information.

• Complaint email: [email protected]

6. Commitment to Customer Information Confidentiality

• Customer personal information is committed to confidentiality by Glow in accordance with Glow's personal data protection policy. The collection and use of each member's information may only be carried out with that customer's consent, unless otherwise required by law.

• User personal data will not be used, transferred, provided, or disclosed to any third party without the permission or consent of the customer, except where necessary to carry out transactions between the member and Glow and/or other related parties, or as otherwise required by law.

• In the event that the server storing information is hacked resulting in loss of customer personal data, Glow will be responsible for promptly notifying the relevant authorities for investigation and processing, and for informing affected customers.

• Glow requires individuals registering as customers to provide complete and accurate personal information such as: full name, contact address, email, phone number, bank account number, payment card number, etc., and to be responsible for the legal validity of such information. Glow shall not be liable and shall not resolve any complaints related to the rights of a Customer if the personal information provided by that member upon initial registration is found to be inaccurate or untruthful.

7. Mechanism for Receiving and Resolving Customer Complaints Regarding Unauthorized or Unlawful Use of Personal Information

• User personal information is committed to absolute confidentiality in accordance with the personal data protection policy. The collection and use of each user's information may only be carried out with that user's consent, unless otherwise required by law.

• Users may submit complaints directly or indirectly to the merchant by sending information to the company's address or via email: [email protected]

• Glow's Customer Care Department will support users in submitting relevant complaint information to the merchant through the fastest available methods.

• The Company is responsible for implementing technical and professional measures to verify the content of complaints.

• The processing time for complaints related to personal information is 7 days.

VII. MANAGEMENT OF HARMFUL CONTENT

Controlling Posted Content

Controlling message data: Glow may use random inspection mechanisms, event-triggered inspections, risk-based inspections, keyword filters, AI tools, or requests from competent authorities to review message data related to accounts, transactions, complaints, or signs of violations.

Posts on the Glow application are listings of Technician information for customers to browse and select; therefore, Technician information must be accurate and truthful.

Specific regulations:

• Language: Posts must use the Vietnamese language.

• Images: Real photographs; Glow recommends image files with a minimum size of 640x480 pixels. Images must not be blurry or pixelated.

• Price: A price must be listed, denominated in VND.

Prohibited conduct:

• Posting content containing language contrary to good morals and social ethics.

• Posting content unrelated to Spa services or other services offered by the application in the form of advertising.

• Advertising that is aesthetically poor or contrary to Vietnamese historical traditions, culture, ethics, and good morals.

• Advertising that defames the reputation, honor, or dignity of an organization or individual.

• Advertising content involving unfair competition as defined by competition law.

• Advertising in violation of intellectual property law.

Controlling Service Providers/Technicians

Procedure to become a Technician/Service Provider (described above): Step 1: Agree to Glow's terms and policies. Step 2: Create an account. Step 3: Administration provides the account to the Technician.

Regulations for Service Providers/Technicians: Technicians must provide complete information: Full name, personal photo, address, phone number, email, and contact information. For Individuals: Provide national ID/CCCD, personal tax code, date of issuance, place of issuance, and relevant licenses for the services sold or provided on the application.

Order Cancellation Approval Process for Technicians: Step 1: The Technician clicks to confirm order cancellation. Step 2: The Technician provides evidence of the cancellation (messages via communication channels on Glow and via phone number). Step 3: The Administration reviews the reason for the Technician's order cancellation. If the evidence provides sufficient grounds for cancellation that were not due to the Technician's intentional fault, the Administration confirms and approves the cancellation reason. If the evidence is insufficient, the Administration requires the Technician to provide additional information. If the Technician fails to provide sufficient information within 24 hours from the time of cancellation confirmation, the Administration will apply penalties against the Technician.

Controlling Orders and Customers: In cases where a Technician/Customer contacts the other party outside the platform via phone number to cancel an order, while in reality they still proceed with the transaction to evade the fees payable when using the Glow Platform, the other party is responsible for providing evidence for the Administration to take action. The Customer/Technician files a complaint about the above conduct through Glow's complaint resolution process.

• It is prohibited to use the messaging channel to exchange, solicit, negotiate, or guide off-platform transactions in order to avoid fees, circumvent reconciliation, conceal transactions, or undermine Glow's user protection mechanism.

For cases of intentional violation of this rule, if discovered, the Administration will apply penalties specific to each individual case.

Process for Cooperating with Intellectual Property Rights Holders to Review and Remove Infringing Content: Step 1: Receive information about intellectual property rights infringement on the application. Step 2: Inspect and review the information. Step 3: Confirm whether or not an intellectual property rights infringement has occurred on the application. Step 4: Propose a resolution and proceed with removal if applicable. Additionally, the rights holder is required to provide documentation proving their intellectual property rights (written documents or confirmation from the competent authority — the Intellectual Property Office).

Penalty Measures for Customers and Technicians: Users: First warning for violations (providing a fake address, abandoning orders, repeatedly cancelling orders, contacting a Technician outside the platform to avoid applicable fees) — the application administration will restrict the user's account for other transactions, in addition to other penalties as stipulated by the Application Administration.

Technicians: Posting service information in violation of application regulations; cancelling orders without clear reasons; contacting Customers outside the platform to avoid applicable fees: First offense: Warning. Second offense: Service provision restrictions. Technicians with repeated violations will have their accounts permanently suspended and will be stripped of their Partner status and Technician privileges.

1. Dispute Resolution Mechanisms and Procedures

Complaint Resolution Procedure: Step 1: The Customer submits a complaint about a Technician's service via email: [email protected]. The Customer may also report directly to the administration of BK VIETNAM TECHNOLOGY JOINT STOCK COMPANY. Step 2: Glow's Customer Care Department will receive complaints from customers (users); depending on the nature and severity of the complaint, Glow will take specific measures to support the customer (user) in resolving the dispute. Step 3: In cases that fall outside Glow's capacity or authority, the administration will request the customer (user) to bring the matter to the competent state authority for resolution in accordance with the law.

Customers may submit complaints to the following address: BK VIETNAM TECHNOLOGY JOINT STOCK COMPANY, Address: 5th Floor, 170 Tran Duy Hung, Yen Hoa Ward, Hanoi City, Vietnam, Tel: 0888129100, Email: [email protected]

Complaint, Warning, and Dispute Regulations: All posts that do not meet all of the following conditions will be blocked: The subject of the complaint must be a Glow user; the matter must be related to that user's post on Glow; specific evidence must be provided; no offensive language, profanity, or threats.

VIII. RESPONSIBILITIES IN THE EVENT OF TECHNICAL ERRORS

The Glow application commits to making best efforts to ensure the safety and stability of the entire technical system. However, in the event of an incident caused by Glow's fault, Glow will immediately implement measures to protect user rights.

When conducting transactions on the application, users are required to strictly follow the prescribed instructional procedures.

The Glow application administration commits to providing the highest possible quality of service to users participating in transactions. In the event of a technical error, software defect, or other objective failure that prevents users from completing a transaction, users must notify the Administration via email; Glow will resolve the error as soon as possible to enable users to participate in the Glow application.

However, the Glow application administration will not be responsible for resolving cases where the user's notification does not reach the Administration due to technical errors, transmission line failures, software issues, or other causes not attributable to the Administration.

IX. RESPONSIBILITIES AND RIGHTS OF THE PARTIES

1. Responsibilities and Rights of the Enterprise

a. Responsibilities of the Enterprise Providing the Glow Application Services: Register and set up the service application and publicly disclose information about the website owner as required by law; develop and publicly announce the operating rules of the application, monitor and ensure compliance with those rules on the application; require merchants, organizations, and individuals acting as sellers on the application to provide information when registering to use the service; establish inspection and monitoring mechanisms to ensure that information provided by sellers on the application is accurate and complete; retain the registration information of merchants, organizations, and individuals participating in the application and regularly update any changes or additions; establish a mechanism allowing merchants, organizations, and individuals participating in the application to complete the online contract formation process if the application has an online ordering function; apply necessary measures to ensure the security of business secret information of merchants, organizations, and individuals, and personal information of consumers.

Take timely action upon discovery or receipt of reports of illegal business conduct on the Glow electronic Platform: block and remove from the website any information about the buying and selling of goods or provision of services belonging to prohibited business categories or restricted investment and business sectors under applicable law; remove information about goods or services that violate the law within 24 hours of receiving a request from a competent state authority; cooperate with intellectual property rights holders to review and remove products that infringe intellectual property rights, following the procedures and processes published in the Application's Operating Rules; issue warnings or temporarily or permanently refuse service to individuals, merchants, or organizations engaged in illegal business conduct; other measures as specified in the Glow Platform's Operating Rules.

Assist state management authorities in investigating illegal business conduct; provide registration information, transaction history, and other documents about subjects exhibiting illegal conduct on the application: provide information about subjects showing signs of or engaging in illegal conduct on the application to competent state authorities upon discovery or receipt of such information; regularly update keywords as recommended by competent state authorities and filter information by keyword before service and product information is displayed on the website; receive and respond to information to resolve complaints, feedback, and disputes related to the application at the Ministry of Industry and Trade's e-commerce management portal at online.gov.vn.

The Glow application is responsible for acting as an intermediary mediator in the event of a dispute between a Customer and a Technician. The application will receive complaints and feedback from customers, and review the content of such complaints. If the complaints are found to be valid, the application will require the Technician to provide a justification. Depending on the severity of the violation, the Glow application will propose a resolution requiring the Technician to compensate the Customer, or will suspend the Technician's account on the Glow application.

Glow is responsible for publicly announcing the mechanism for resolving disputes arising during transactions on the Glow electronic Platform. When a Customer on the application has a conflict with a Technician or suffers harm to their legal interests, Glow must provide the Customer with information about the Technician and actively support the Customer in protecting their legal rights and interests. The Administration is obligated to receive feedback from users, customers, buyers, and sellers, and to make every effort and take seriously the removal of untruthful information. The Glow application will conduct promotional and marketing activities to promote the Glow application in international markets within permitted scope and conditions, contributing to the expansion and connection to meet the needs of member participants in finding business partners and developing international markets. The Glow application will make every possible effort within available scope and conditions to maintain the normal operation of the Glow application and to address incidents such as: technical equipment failures, software defects, internet transmission line issues, staffing challenges, social disruptions, natural disasters, power outages, decisions by state authorities, or related third-party organizations. However, if such incidents occur beyond the scope of control — constituting force majeure events that cause loss to members — the Glow application shall not bear joint liability.

b. Rights of the Enterprise Providing the Glow Application Services: The Glow electronic application will provide services to participating users after they have completed the required procedures and mandatory conditions set forth by the Glow application. In cases where there is grounds to prove that a user has provided inaccurate, erroneous, incomplete, or unlawful information to the Glow application, or information that violates good morals and customs of Vietnam, the Glow application has the right to refuse, suspend, or terminate the user's right to use the service. The Glow application may terminate a user's membership rights and their right to use one or all of the services, and will notify the user at least one (01) month in advance, in cases where the member violates the Operating Rules of the Glow application or engages in conduct that adversely affects business activities on the Glow application.

The Glow application will consider terminating the right to use the service and membership rights of a user if the user has not engaged in any transactions or information exchanges on the Glow application for three (03) consecutive months. If the user wishes to continue their membership and have their service access reinstated, they must register again from the beginning in accordance with Glow's prescribed forms and procedures. The Glow application may immediately terminate the service rights and membership rights of a member if the Glow application discovers that the member has been declared bankrupt, convicted, or is currently serving a sentence; where the member's continued activities could expose the Glow application to legal liability; or where the member engages in fraudulent, impersonating, market-disrupting, or divisive conduct against other members of the Glow application, or activities that violate current Vietnamese law. In the event of such termination, all certificates and rights granted to the member shall automatically become void and be terminated.

The Glow application retains copyright over the service and all content on the Glow application in accordance with Vietnamese intellectual property laws. All logos and content in various languages are the property of the Glow application. Any unauthorized reproduction, use, or dissemination of these proprietary rights is strictly prohibited. The Glow application reserves the right to modify its service fee schedules and payment methods during the period of service provision to users, based on the needs and capabilities of the Glow application, and will notify members at least one (01) month in advance.

2. Responsibilities and Rights of Technicians

a. Responsibilities of Technicians Providing Services on the Glow Application: Provide the following information completely and accurately to the enterprise owning the service application upon registering to use the service: full name and address of the registered office of the merchant or organization, or the full name and permanent address of the individual; number, date of issuance, and issuing body of the business registration certificate of the merchant, or the number, date, and issuing authority for the establishment decision of the organization, or the personal tax code of the individual; phone number or another online contact method.

Provide complete information about goods and services when selling goods or providing services on the Glow Platform; ensure the accuracy and truthfulness of information about goods and services provided on the Glow Platform; in the event of order cancellation, Technicians must provide complete documentary evidence and reasons for cancellation as required by Glow. Technicians who fail to provide, or provide incomplete evidence, or whose cancellation reason is unjustified, will be subject to a penalty of VND 1,000,000 plus the order fee per occurrence.

The following conduct is strictly prohibited: substituting another person when coming to provide services to the Customer; providing a phone number or other contact method in the service description; failing to contact the Customer after confirming the order; cancelling an order to avoid Glow's oversight; failing to provide the service as described; providing the service at a time or location other than that described. For Technicians providing at-home services, they must carry valid personal identification (CCCD/ID card) at all times during service provision.

Technicians make payment of the per-order fees to Glow using the following methods: fees will be deducted directly from each booking before the amount is transferred to the Technician. After the transaction is completed, Glow pays the order amount to the Technician via the Glow Balance. The Technician may then request a withdrawal from the Glow Balance to their personal bank account. In cases where the fee is paid by the Customer directly to the Technician after the Technician completes the service, the Technician must transfer the per-service fee to Glow via the Glow Balance in accordance with Glow's regulations.

Comply with applicable legal regulations when using the online ordering function on the Glow Platform; provide information about their business operations when required by competent state authorities for e-commerce statistics purposes; comply with applicable laws on payment, advertising, promotions, intellectual property rights protection, consumer protection, and other applicable legal regulations when selling goods or providing services on the Glow electronic Platform; fulfill all tax obligations as required by law. Technicians shall be independently responsible for maintaining the confidentiality and security of all activities conducted under their registered name, login credentials, password, and email address.

Be responsible for promptly notifying the Glow application of any unauthorized use, abuse, security breach, or compromise of their registration and password, so that both parties can cooperate in taking action; commit that all information provided to the Glow application and posted on the Glow application is accurate; be responsible for compensating Customers for losses where such losses are proven to be attributable to the Technician; Technicians commit and agree not to use the Glow application's services for unlawful, fraudulent, threatening, unauthorized information-gathering, destructive, or disruptive purposes, including creating and distributing viruses that damage the Glow application's systems, configurations, or data transmissions, or for the purposes of speculation, market manipulation, creating fake orders or offers, or market forecasting. In cases of violation, the member shall be held personally liable under the law.

Commit not to modify, edit, copy, transmit, distribute, provide, or create similar tools of services provided by the Glow application for any third party without the consent of the Glow application as provided in these Rules. Technicians are independently responsible for their own personnel. Technicians must ensure that their personnel provide professional services, maintain clear personal records, possess relevant qualifications, and are supervised by the Technician throughout the course of their work. Technicians bear full responsibility and liability for any loss or damage to Glow and Glow's members arising from any fault or violation by the Technician or their personnel during service provision.

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

b. Rights of Technicians Providing Services on the Glow Application: Technicians will be provided with a unique login name and password to access and manage their transactions on Glow; Technicians will be guided by Glow application staff on how to use the tools and features for purchasing or posting listings, and on using utility services on the Glow application; Technicians have the right to contribute feedback and suggestions to the Glow application during its operation. Feedback may be sent directly by letter or email to the Glow application.

3. Responsibilities and Rights of Customers Participating in the Glow Application

a. Responsibilities of Customers Participating in the Glow Application: Customers shall be independently responsible for maintaining the confidentiality, security, and all activities conducted under their registered name, password, and email address; Customers are responsible for promptly notifying the Glow Application of any unauthorized use, abuse, security breach, or compromise of their registered name and password, so that both parties can cooperate in taking action; Customers commit that all information provided to the Glow application and uploaded to the Glow application is accurate; Customers are responsible for providing transaction information to support the Glow application in resolving disputes arising between Customers and Technicians occurring through the application.

In cases where an order is cancelled at the Customer's request or where the Customer cannot be reached, after recording evidence provided by the Technician, Glow may consider permanently suspending the Customer's account, and may deduct VND 50,000 from the Customer's Glow Balance as compensation for the Technician's lost time and expenses.

Customers commit and agree not to use the Glow application's services for unlawful, unreasonable, fraudulent, threatening, unauthorized information-gathering, destructive, or disruptive purposes, including creating and distributing viruses that damage the Glow application's systems, configurations, or data transmissions, or for the purposes of speculation, market manipulation, creating fake orders or offers, or market forecasting. In cases of violation, the member shall be held personally liable under the law. Customers commit not to modify, edit, copy, transmit, distribute, provide, or create similar tools of services provided by the Glow application for any third party without the consent of the Glow application. Customers must not engage in any conduct that damages the reputation of the Glow application in any form, such as causing discord among users by using a secondary registered name, through a third party, or by spreading or disseminating information detrimental to the reputation of the Glow application.

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

b. Rights of Customers Participating in the Glow Application: Upon registering as a User, Customers will have an account created to access and enjoy the benefits available within the Glow system; Customers will be provided with a unique registered name and password to access the service, manage their account, and view their history of benefit usage within the Glow system; Customers may benefit from preferential policies provided by Glow or third-party partners offering services on Glow. These preferential policies will be resolved by the Glow application (if applicable) and will be posted directly on the Glow application or sent directly to the Customer; Customers have the right to contribute feedback and suggestions to Glow during its operation. Feedback may be sent directly by letter or email to Glow; Customers have the right to submit direct complaints and request compensation from Glow in cases where the Technician's service does not meet the quality standards as publicly represented.

4. Allocation of Responsibilities Between the Enterprise and Technicians in Resolving Issues Arising from Transactions on the Application with Customers: At present, the Glow application does not enter into logistics service agreements with third parties. The Glow application will support Customers by providing complete information and relevant content related to the transaction in the event of a dispute with a Technician. The Glow application is responsible for receiving complaints and taking timely remedial measures to resolve conflicts arising between Customers and Technicians during transactions. Technicians are responsible for providing complete transaction-related information and are obligated to provide compensation as agreed with the Customer if the fault lies with the Technician. All fraudulent conduct on the Glow application is condemned and must bear full legal responsibility. If a negotiated resolution is not achievable for the conflict arising from a transaction, the matter shall be brought to the competent legal authority for intervention to ensure the legal interests of both parties, especially the Customer. The Glow application is responsible for supporting the legal authority by providing information about the Technician during the investigation process.

X. APPLICABLE PROVISIONS

For amendments that significantly change the scope of personal data processing, the scope of reading/reviewing message data, the scope of AI review, data sharing, retention periods, or User rights, Glow will display an update notice at the appropriate touchpoint and may require Users to re-confirm in a valid manner before continuing to use the relevant feature.

The Glow application's Operating Rules officially take effect from the date of signing of the Decision on Promulgation accompanying these Rules. The Glow application reserves the right to modify these Rules by posting a notice on the Glow application to inform users. A user's continued use of the service after the amended Rules are announced and implemented signifies the user's acceptance of the amended Rules.

The Operating Rules will be continuously updated and supplemented by Glow, with prior notification before implementation. The Rules shall take effect 05 working days after a change notice is issued. Users participating in Glow are responsible for complying with the current Operating Rules when transacting on the Glow application.

XI. COMMITMENT PROVISIONS

All users, including Customers and Technicians, who use Glow for online transactions, are deemed to have accepted and agreed to comply with these Operating Rules. For any inquiries, please contact Glow using the information below.

XII. CUSTOMER SUPPORT

Glow Application

Address: 5th Floor, 170 Tran Duy Hung, Yen Hoa Ward, Hanoi City, Vietnam

Phone: 0888129100

Email: [email protected]