Terms and policies

Welcome to Vận Tải Bắc Trung Nam – a platform connecting smart mobility and freight services including shared rides, chauffeur services, self-drive car rental and goods transport. These terms of use set out the rights, obligations and responsibilities of users and driver partners when accessing the platform, registering an account and using its services.

The platform consists of three channels, operated by the same legal entity and all governed by this document:

• The website ketnoivantai.com — browse services, place a booking and track an order by its booking code.
• The "Kết nối vận tải" app for customers — place transport orders and follow your orders on your phone.
• The "BTN Driver" app for driver partners — register as a partner and accept trips.

Every term and policy in this document applies equally to all three channels, except where a section states that it applies to one channel only.

By creating an account or continuing to use the website and the apps, you confirm that you have read, understood and agree to be bound by all the terms set out in this document. If you disagree with any part of it, please stop using the service.

We may amend, supplement or update these terms to keep them in line with the law and the direction of the platform. Any change is published on the website and in the apps before it takes effect.

These terms apply to every individual and organisation using or accessing the platform, including but not limited to:

• Customers using the shared-ride service.
• Customers using the chauffeur service.
• Customers renting a self-drive car.
• Customers using the goods transport service.
• Customers placing and tracking orders in the "Kết nối vận tải" app.
• Driver partners, including drivers using the "BTN Driver" app.
• Vehicle owners working with us.
• Visitors to the website and anyone who installs the apps.

Additional rules may apply to each group depending on the type of service they use.

The website and the "Kết nối vận tải" app let you book as a guest — no account needed, and the order is tracked by its booking code. The "BTN Driver" app requires a partner account to submit documents and accept trips.

For features that do need an account, register with accurate, valid details and keep them up to date so that service is not interrupted.

You are solely responsible for keeping your login details, OTP codes and PIN confidential, and for everything done through your account. We are not liable for losses arising from a shared account or from login details disclosed to a third party.

If you notice signs of unauthorised access or suspect your account has been compromised, tell our support team immediately so it can be dealt with.

You may use the services we provide in accordance with applicable law, with our support throughout booking, payment and the resolution of any issue that arises.

You are also responsible for:

• Providing truthful information.
• Paying the service charges in full.
• Complying with the law.
• Treating drivers and support staff respectfully.
• Not using the platform for any unlawful purpose.

Fraud, impersonation or deliberate interference with the system may lead to an account being suspended without prior notice.

We may verify user information and suspend or terminate service where we find a breach of these terms or anything that puts the safety of the community at risk.

The platform may also update features, change the interface, adjust fees or run promotions without prior consent from users, provided the change is announced publicly.

We publish two separate mobile apps. Install the one that matches your role:

• "Kết nối vận tải" — for customers: place transport orders, follow order status, view order history and contact support.
• "BTN Driver" — for driver partners: register as a partner, submit documents and accept trips.

Only download the apps from the official Google Play or App Store listings. We are not responsible for builds obtained elsewhere or for modified builds.

The "Kết nối vận tải" app lets you book as a guest: you place an order and follow it by its booking code without creating an account.

The "BTN Driver" app requires a partner account, authenticated with your phone number, a one-time code (OTP) and a PIN you choose yourself. You are responsible for keeping your PIN and OTP codes secret.

We will never ask for your OTP or PIN by phone, message or social media. Anyone who does is attempting fraud — refuse, and report it to the hotline 0988 692 980.

The apps request only the permissions needed for the feature you are using, and always ask before accessing anything:

• Location — the "Kết nối vận tải" app detects where you are to pre-fill the pickup and delivery addresses. The "BTN Driver" app reports the vehicle's position while a trip is running, including when the app is in the background; the details are set out under BTN Driver app privacy.
• Notifications — to send push notifications about the stages of your shipment; for driver partners, about newly assigned trips and schedule changes.
• Camera — to take photos to attach to an order, a complaint or a support request; in the "BTN Driver" app, to photograph documents during registration and to confirm pickup and delivery.
• Photo library — used only by the "Kết nối vận tải" app, so you can attach an existing photo to an order or a complaint. The "BTN Driver" app does not read your photo library.

You can refuse or withdraw each permission in your phone's settings. The matching feature will then be unavailable — and in the "BTN Driver" app, withdrawing location access means you cannot carry out trips. Data collected through these permissions is handled in line with the Privacy policy.

We release updates to add features and patch security issues. Keep automatic updates on; very old versions may stop being supported and some features will not work.

In the "BTN Driver" app you can delete your account from inside the app: open the Profile tab, scroll to the bottom and choose Delete account.

For any account, you can send a request on the Request account deletion page of the website, through the hotline 0988 692 980 or by email to cskh@ketnoivantai.com. We process the request within 7 working days of verifying that you own the account.

Uninstalling the app is not the same as deleting your account. Once an account is deleted, your data is handled as described under How long we keep it in the Privacy policy; orders in progress and unsettled payment obligations must still be resolved before the account is closed.

Using the apps depends on your network connection, your device and your app store. We are not responsible for interruptions caused by factors outside our own systems, but we will always help you through the hotline 0988 692 980.

Vận Tải Bắc Trung Nam provides road freight transport nationwide, as shared loads or full truckloads. We are the party that enters into and performs the transport contract with the customer; the vehicles and drivers are dispatched by us.

When using the service, the customer must:

• Declare the cargo name, weight, dimensions and value truthfully
• Pack the goods properly for their nature and for the distance to be covered
• Provide valid invoices and documents proving the origin of the goods
• Have someone available to hand over and to receive the goods at the agreed place and time
• Pay in full and on time in accordance with the Payment policy

In every transaction we must:

• Dispatch a vehicle suited to the agreed cargo and weight
• Carry the goods safely, on the agreed route and within the agreed time
• Inform the customer promptly of any incident or delay
• Keep customer data confidential in line with the Privacy policy
• Compensate losses under the Compensation and complaints policy

We refuse to carry:

• Goods banned from circulation under Vietnamese law
• Narcotics, addictive substances and their precursors
• Weapons, military equipment, explosives and radioactive material
• Cash, negotiable instruments, precious metals and gemstones
• Wildlife and wildlife products on the prohibited list
• Counterfeit or imitation goods and goods infringing intellectual property rights
• Human remains, corpses and body parts
• Goods with no invoice or document proving lawful origin

If goods of this kind are found after acceptance, we may stop the shipment and hand it to the competent authority; the customer bears all resulting liability.

Frozen goods, chemicals, dangerous goods and goods under sector-specific control are accepted only when the customer supplies the required permits and sector documents.

Oversized and overweight cargo must be surveyed and the transport plan agreed before the booking is accepted.

An order goes through the following steps, whether you book on the website or in the "Kết nối vận tải" app:

• Step 1: Fill in the sender, recipient, cargo and preferred times on the Booking page of the website or the booking screen in the app
• Step 2: Read and agree to our terms and policies
• Step 3: Review the booking summary, go back and edit if needed, then confirm to send
• Step 4: Receive the booking code shown on screen
• Step 5: A dispatcher contacts you to confirm the route and give the final quote

The booking request you send on the website or in the "Kết nối vận tải" app is an offer to enter into a transport contract. The contract is formed only when Vận Tải Bắc Trung Nam confirms acceptance of the shipment and both parties agree the final price.

The booking code shown after sending confirms that we received your offer; it is not confirmation that a contract has been formed.

On both channels, the full content of the order is shown for you to review before it is sent; you can go back and change any detail, or close the confirmation panel so that nothing is sent.

After sending, you can ask to change or cancel the order in the "Kết nối vận tải" app or on the hotline 0988 692 980. Cancelling after the contract has been formed is handled under the Cancellation policy.

If you booked in the "Kết nối vận tải" app, the order status is updated in the app itself, with a notification at each stage of the journey.

If you booked on the website, use your booking code on the Order tracking page. You can also call the hotline 0988 692 980 for direct support.

We carry goods by road nationwide, as shared loads or full truckloads, picking up and delivering at the addresses the customer has given.

Order status is updated on the website and in the "Kết nối vận tải" app at each stage of the journey.

Counted from the moment the goods are actually collected:

• Within the city and neighbouring areas: within 24 hours
• Distances under 500 km: 1 to 2 days
• North - Central - South long haul: 3 to 5 days

These are estimates and exclude public holidays, Tết and force-majeure events such as natural disasters, prolonged traffic incidents or instructions from the authorities. Whenever a delay arises we inform the customer as soon as possible.

The fare is calculated from the vehicle type, the weight and dimensions of the cargo, the distance and any loading requirements. Every cost is quoted to the customer before the booking is confirmed; nothing is charged that has not been notified and accepted.

On delivery, the recipient should check the number of packages and their external condition, then sign the handover record.

If damage, shortage or discrepancy is found, the recipient must note it on the handover record immediately and photograph the condition of the goods. This is the required basis for a complaint under the Compensation policy.

If the recipient cannot be reached or refuses the goods, we try again up to 3 times over 2 working days and inform the sender.

After that, the goods are placed in storage and storage fees apply as notified, or they are returned to the sender; the return leg is paid by the sender.

We support multiple payment methods including cash, bank transfer and e-wallets. Customers can choose the method that suits them when booking a trip.

Fares are shown transparently before you confirm a booking and exclude VAT; VAT is added as prescribed when you ask for an invoice. Any surcharges (such as waiting fees, loading fees or off-route fees) will be clearly communicated before they apply. The final price is the one both parties agree when the booking is confirmed.

Customers may request an invoice for each transaction. In the event of a cancellation, the deposit and any amounts paid will be refunded in accordance with the Cancellation policy.

Customers may cancel a trip at any time before the scheduled departure. Cancellations made at least 24 hours before departure are refunded 50% of the deposit. Cancellations made within 24 hours of departure are not refunded any part of the deposit.

Cancellation requests are made in the "Kết nối vận tải" app or on the hotline 0988 692 980. The 24-hour threshold is measured from the moment we record your cancellation request.

In force-majeure situations, a driver may cancel a trip; the system will then help the customer find an alternative as quickly as possible.

Deposits are refunded at the rate stated in section 1. For trips cancelled by the driver or due to force majeure, customers are refunded the full amount paid. Refunds are transferred within the prescribed time, depending on the payment method you used.

We compensate the customer where goods are lost, short-delivered or damaged through our fault during carriage, from the moment we take the goods until they are handed to the recipient.

Compensation is determined as follows:

• Value declared on the order: compensation equals the actual loss, up to the declared value
• No value declared: compensation is capped at 4 times the freight charge for the affected shipment
• Partial damage: compensation in proportion to the actual loss on the affected part

We do not compensate indirect losses such as lost profit, lost business opportunity, or losses caused by delay beyond what was committed.

We are not liable to compensate where:

• The loss results from force majeure: natural disaster, epidemic, fire, or a decision of a competent state authority
• The customer packed the goods improperly or misdeclared their nature
• The goods are on the list of items we do not carry but were sent anyway
• Natural wastage within the allowance applies, for bulk cargo
• The recipient signed the handover record without noting any damage or shortage

Complaints must be sent within 7 days of delivery, through the "Kết nối vận tải" app, on the hotline 0988 692 980 or by email to cskh@ketnoivantai.com.

A complaint should include: the booking code, the handover record noting the incident, photographs of the condition of the goods and documents evidencing their value.

We handle complaints within these deadlines:

• Acknowledge and respond to the customer: within 3 working days of receiving the complaint
• Verify and propose a resolution: within 15 working days
• Pay the compensation: within 7 working days of both parties agreeing the resolution

Both parties will first seek to resolve any dispute through good-faith negotiation and conciliation.

Failing agreement, the dispute is referred to a competent court in Vietnam and settled under Vietnamese law.

CÔNG TY CỔ PHẦN KẾT NỐI VẬN TẢI BTN — Address: 458 Nguyễn Hữu Thọ, Cẩm Lệ Ward, Đà Nẵng City, Vietnam. Tax code: 0402348492. Hotline: 0988 692 980. Email: cskh@ketnoivantai.com.

This is the single point of contact for any request concerning your personal data.

We collect only what is needed to carry out the service you asked for:

• Full name, phone number and email of the sender and the recipient
• Pickup address, delivery address and the times you want
• Cargo details: category, weight, dimensions and declared value
• Payment details and invoicing details when you ask for an invoice
• Location data when you grant an app the permission: used to pre-fill pickup and delivery addresses and to update trip progress
• Photos you take or choose from your library to attach to an order, a complaint or a support request
• Technical device data when you use an app: device model, operating system, app version and push-notification token, used to send order updates and to investigate faults
• For driver partners using the "BTN Driver" app: registered phone number, a PIN stored in encrypted form, and photographs of the ID card, driving licence and vehicle papers
• For transport partners: company name, tax code, transport business licence number, head-office address and contact person

This data is used to process and dispatch your order, provide support, issue invoices, handle complaints and meet our legal obligations. We do not use it for any other purpose without your consent.

Your data is accessible only to:

• Our dispatch and customer-care staff, within the scope of their work
• The driver assigned to the trip, and only with the details needed to pick up and deliver
• A carrier we engage to perform part of the trip, within the same minimum scope
• Competent state authorities, on a lawful written request

We do not sell, trade or rent your personal data to any third party for commercial purposes.

Order and contact data is kept for at most 24 months after your most recent transaction, so that orders can be traced and complaints resolved. Invoices and accounting records are kept for the period required by accounting and tax law.

After that period, or when you ask for erasure, the data is deleted or anonymised, except for what the law requires us to retain.

We apply reasonable technical and organisational measures to protect your data against unauthorised access, alteration or disclosure. The website and both mobile apps exchange data over an encrypted connection, and internal access is limited by job role.

You have the right to be informed, to access, correct, request erasure of or restrict the processing of your personal data, and to withdraw a consent you have given.

To do so, contact the hotline 0988 692 980 or email cskh@ketnoivantai.com. We respond within 72 hours of receiving a request. Withdrawing consent may prevent us from completing a service already under way.

For app account deletion specifically, step-by-step instructions are on the Request account deletion page of the website.

The website uses third-party measurement tools to count visits and improve the experience. These tools record data in aggregate and are not used to identify you personally.

Your browser may keep the contact details you entered on the waiting-orders page so you do not have to type them again. That data stays on your own device and disappears when you clear your browsing data.

The apps keep your session and some cached data on your device so they keep working on a weak connection. That data is removed when you sign out or uninstall the app.

Driver partners must provide valid documents (ID card, driving licence, vehicle papers) and meet the platform's safety and service-quality standards.

Individual drivers register and accept trips through the "BTN Driver" app. Transport companies apply to partner with us on the website ketnoivantai.com.

Partners enjoy transparent commission rates, operational support and the opportunity to join performance-based reward programs.

Partners commit to providing safe, punctual and professional service, and to fully complying with the platform's rules and applicable law.

This section applies specifically to the BTN Driver mobile app for drivers and supplements the Privacy policy in section 9. Where the two differ, this section prevails for data generated inside the app.

The app collects only the information needed to approve a driver and to carry out delivery orders:

• Account information: your phone number and login PIN, plus the OTP used when registering or resetting the PIN. The PIN is used for authentication only and is never stored on your device.
• Driver profile (required for approval): full name, date of birth, gender, national ID number, permanent address; photos of both sides of your national ID, a portrait photo and photos of both sides of your driving licence.
• Vehicle information: make, model, colour, licence plate, seat count, vehicle registration photo and vehicle photos.
• Payout information: the bank account number you provide to receive trip payments. Collected only when you add it yourself and not required to use the app.
• Pickup and delivery photos: confirmation photos you take at pickup and at delivery. They stay only in the app cache, are uploaded to our server and then deleted; the app never saves them to your photo gallery and never reads your gallery.
• Technical information: the device token used to send push notifications about newly assigned orders, together with crash logs and diagnostic data when the app fails.

While you have accepted and are carrying out an order, the app sends your vehicle coordinates to our system, including when your screen is off or you switch to another app.

• The sending interval depends on the distance to the next stop: about 3 seconds under 300 metres, 5 seconds under 2 kilometres and 10 seconds beyond that.
• Throughout this time the app always shows a persistent notification in the status bar so you know tracking is active.
• Location sending stops automatically as soon as you complete your last order.

Outside of active orders, the app does not track your location.

Each type of data is used only for its matching purpose:

• Phone number, PIN and OTP: verifying your identity at login.
• Driver profile, national ID, driving licence and vehicle details: verifying your eligibility to work under transport law; reconciliation in case of a dispute.
• GPS location: letting customers track their shipment; letting dispatch respond to delays or route changes.
• Pickup and delivery photos: proof of pickup and delivery, used as the basis for resolving complaints.
• Bank account: paying your trip earnings.
• Device token: notifying you about new orders.
• Crash logs: detecting and fixing app defects.

We do not use your data for advertising, do not build behavioural profiles for marketing, and do not sell or rent it to third parties for commercial purposes.

Your data is accessible only to the following:

• Our dispatch and customer support staff, within the scope of their work.
• The customer of the trip: they see the vehicle location only while their own order is in transit, along with your name and contact phone number.
• Google (Firebase), acting as a technical service provider that processes data on our behalf to deliver push notifications and record app crashes. Google may not use this data for its own purposes.
• Competent state authorities, upon a lawful written request.

The app stores your login token on your device, encrypted with AES-256-GCM using a key managed by the Android operating system, together with your language choice and notification settings. The PIN is not stored. All of this data is erased when you log out or uninstall the app.

All traffic between the app and our servers goes over an encrypted HTTPS connection.

Driver profiles are kept for as long as you work with us and for up to 24 months afterwards, for reconciliation and complaint handling. Location data for a trip is kept for up to 12 months. Accounting records are kept for the period required by accounting and tax law.

You have the right to be informed about, access, correct, request deletion of or restrict the processing of your personal data, and to withdraw consent you have given.

Deleting your account inside the app: open the Profile tab, scroll to the bottom and choose Delete account. This deletes your account and the personal data attached to it and cannot be undone. Data we are legally required to retain (accounting and tax records) is kept for the statutory period only and is not used for any other purpose.

You may also send a request to our hotline 0988 692 980 or email cskh@ketnoivantai.com. We respond within 72 hours.

The app only requests permissions that directly serve transport work:

• Precise location: reporting the vehicle position while you run an order. Required — without it you cannot accept orders.
• Background location: continuing to report the position when your screen is off while driving. Required while an order is in progress.
• Camera: photographing your national ID, driving licence, vehicle and pickup or delivery confirmations. Required at registration and during pickup and delivery.
• Notifications: alerting you when a new order is assigned. Optional, but if turned off you will not know about new orders.

You can revoke any permission in your phone Settings. Revoking the location permission will prevent you from carrying out orders.

The BTN Driver app is intended for drivers aged 18 and over. We do not knowingly collect data from children.