1. INTRODUCTION

This policy provides how OPEN HEALTHCARE VIET NAM JOINT STOCK COMPANY (OHVN) collects, uses personal information. OHVN is committed to protecting customers' privacy and complying with the laws of Vietnam regarding personal data.

By selecting the "Agree" option when accessing, installing the application, or using our services, you ("User") confirm that you have read, understood, and fully agreed to comply with the terms of our policy below:

2. INFORMATION COLLECTED

During the use of the Services, the User voluntarily consents to OHVN collecting, storing, and processing the following types of personal data:

2.1. Basic Personal Information

• Full name

• Gender

• Date of birth

• Username (ID)

• Password

• Mobile phone number

• Email address

• Contact address / Delivery address

• Linked account information (Google / Facebook / Apple)

• Marketing communication preferences (consent to receive or not)

2.2. Identification & Authentication Information

• DI – Duplicate Information (for preventing duplicate registrations)

• CI – Connecting Information (encrypted identifier for the same individual)

• National ID / Citizen ID / Passport number

• Personal identification number

2.3. Health & Medical Information

• Current health status

• Medical history

• Personal medical records

• Insurance registration or group agreement information

2.4. Payment & Transaction Information

• Bank card number

• Bank account information

• Payer information

• Payment records

• Transaction history

• Invoice details

• Voucher and reward point usage information.

2.5. Information Generated During Service Usage

• IP address

• Cookies

• Service usage logs

• Device access information

• Location data

• User behaviour on website / application

The above data is collected through one or more of the following methods:
(i) User fills out a registration form.
(ii) User creates an account.
(iii) Through phone calls or direct interaction with OHVN.
(iv) During service usage.

OHVN commits to collecting only the data necessary for the purpose of providing and improving the service, in compliance with the applicable laws on personal data protection, particularly under Decree No. 13/2023/ND-CP.

3. PURPOSE OF DATA COLLECTION AND USE 

OHVN commits to using the collected personal information only for the following purposes:

• Responding to and contacting customers;

• Providing and maintaining services;

• Managing User accounts;

• Internal management and operations;

• Complying with relevant legal regulations.

4. DATA RETENTION PERIOD 

The User agrees that OHVN will store the collected data for five (05) years from the date of collection. If the User makes a valid data deletion request, the data retention period of OHVN will be reckoned from the collection date until the deletion date.

After the retention period ends, OHVN will securely delete the data.

5. DISCLOSURE OF DATA TO THIRD PARTIES 

When using OHVN's services, Users have the option to either “Agree” or “Disagree” to allow OHVN to share their data with third parties. 

In the case where the User selects “Agree,” OHVN is authorised to provide the data to third parties who are partners of OHVN, for the purpose of delivering services to the User. This will be carried out in full compliance with legal regulations or upon request from competent State authorities.

6. DATA TRANSFER ABROAD 

The User agrees that OHVN is allowed to transfer data abroad but must meet the conditions on personal data transfer abroad in accordance with Vietnamese law and obtain approval from the competent Public Security Authority.

7. DISCLAIMER 

OHVN is committed to implementing the highest standards of personal data protection. However, in all cases, OHVN disclaims any legal liability related to users' personal data, including but not limited to:

• Unauthorized access & security breaches from the User: OHVN is not responsible for any loss due to the user disclosing login information or failing to take necessary security measures

• Cyberattacks, system errors, or security incidents beyond OHVN's control

• Incidents caused by third-party services (such as hosting providers, payment gateways, independent operating systems)

• Changes in legal policies: OHVN is not responsible for any changes in Vietnamese or international laws affecting data security policies

• Data modified, deleted, or misused by the user: Users are entirely responsible for their personal data processing behavior

• System maintenance and service interruptions: OHVN has the right to maintain, upgrade, or temporarily suspend the system for technical reasons without being liable for any service interruptions.

• Users are responsible for protecting their personal accounts, following OHVN's security instructions, and not sharing personal information with any unauthorized parties.

8. TERMS OF COMPENSATION FOR DAMAGES

To the fullest extent permitted by law, OHVN shall not be liable for any direct, indirect, incidental, consequential, or special damages arising from the use of its services, security breaches, or any incidents beyond OHVN’s reasonable control.

The user agrees to indemnify, defend, and hold OHVN, its affiliates, employees, directors, and representatives harmless from any claims, demands, losses, liabilities, or expenses (including but not limited to reasonable attorney fees) arising from:

1. The user’s violation of the privacy policy, data usage policy, or any applicable law.

2. Misuse of the services, causing damage to OHVN or third parties.

3. Unauthorized disclosure of third-party personal data without lawful consent.

4. Fraudulent activities or intentional misconduct while using OHVN’s services.

In all circumstances, OHVN's total liability for any claims (if applicable) shall not exceed the amount the user has paid for the affected service within the last 12 months before the claim arises.

9. POLICY CHANGES 

OHVN reserves the right to change, update, or adjust the privacy policy, terms of use, and related regulations to meet legal requirements, adapt to operational practices, or improve service quality. Any significant changes will be notified at least seven (07) days in advance via OHVN's website or service platform.

In the event of any amendments to the Policy, users have the right to refuse continued use of the service if they do not agree with the changes. Continued use of the service shall be deemed as the user's acceptance of the revised terms.

10. GOVERNING LAW, COMPLAINTS AND DISPUTE RESOLUTION 

All OHVN terms and policies are governed and complied with under the laws of the Socialist Republic of Vietnam.

In case of any complaints related to OHVN's data policy, customers are requested to contact OHVN for resolution within a maximum period of thirty (30) working days from the date OHVN receives the complaint, except in cases of complex complaints.

Any disputes or claims arising from or related to OHVN's policy will be prioritized for resolution through negotiation and amicable settlement in good faith. If no agreement is reached, the dispute will be resolved at the competent court where OHVN's head office is located unless otherwise agreed by the parties or required by law. The court's final decision will be binding, and the parties must comply. All costs related to dispute resolution, including but not limited to legal fees (including reasonable attorney fees), court fees, and other expenses, will be borne by the losing party.

11. CONTACT INFORMATION 

Open HealthCare Vietnam Joint Stock Company was established under Enterprise Registration Certificate No. 0109189138, initially issued by the Business Registration Office on May 20, 2020, and amended for the sixth time on September 4, 2025.

If customers need support or have inquiries, please contact us via the following channels:

• Head office: No. 7- Row 6 Yen Phuc Resettlement Area, Group 5, Ha Dong Ward, Hanoi City, Vietnam

• Email: cs@ohvn.vn

• Hotline: 1900 638839

• Official website: www.openhealthcare.com.vn