Terms of Use

1. INTRODUCTION

Open HealthCare Vietnam Joint Stock Company or its affiliated Laboratory ("OHVN", "we") provides an online ordering testing service through our websites (www.openhealthcare.com.vn) operated by OHVN, including home sample collection and laboratory testing at OHVN's facilities ("Service"). This Service is not intended for disease diagnosis or treatment, but rather for health monitoring and personal wellness purposes.

By selecting the “View and accept terms and conditions” option when accessing, installing the application, or using our Service, you ("Customers") confirm that you have read, understood, and agreed to comply with all the terms set forth in our Policy below:

2. GENERAL TERMS OF TRANSACTION, ORDER REGULATIONS, PAYMENT AND REFUND POLICY

2.1. Product Information

During the process of using services on OHVN’s website, OHVN will publicly provide information about: the product name, the name and address of the entity responsible for the product, origin, the characteristics, nature, instructions for use, warranty information, pricing and details of each service and service package, and other information on the product label in accordance with the laws of Vietnam.

2.2. Pricing Policy

The prices of OHVN’s service packages and test kits are determined by OHVN from time to time. The prices publicly listed to customers at the time of ordering are inclusive of all applicable taxes and fees.
However, in certain cases and in accordance with OHVN’s policy, if it is clearly stated at the time of ordering that the listed price does not include taxes or fees, the User shall be responsible for paying such additional amounts.

Note: The prices of services or service packages published by OHVN on the website do not include the 10,000 VND home sample collection

2.3. Order Regulations

2.3.1 Order Placement

Customers are responsible for carefully reviewing the product descriptions, service conditions, pricing, and related policies before placing an order. By placing an order, the User confirms that they have understood and agreed to all the published information and conditions.

Customers log in to their registered accounts on OHVN’s website, select the desired service package, location, and appointment time for the technician to collect the sample as requested, and fill in the required information to complete the Order. The system will allow Customers to review the Order before proceeding with the placement and payment.

In cases where an order cannot be placed using an existing account, Customers may contact OHVN’s hotline directly or access OHVN’s website to provide the required information as instructed by the hotline operator or through the provided form.

Note: OHVN’s service coverage and provision are limited to the administrative boundaries of Hanoi City. For customers who require sample collection outside of Hanoi, please contact OHVN’s hotline directly for consultation and individual support in each specific case.

2.3.2.Order Rejection and Acceptance
OHVN reserves the right to reject or cancel any order at any time if it identifies any of the following:

The information provided in the order is incorrect, incomplete, or inaccurate.

The order shows signs of being placed for resale purposes or for uses inconsistent with OHVN’s intended service purposes.

The User violates the Terms of Use or any applicable law.

Not within the scope of services or operational area provided by OHVN.

OHVN also reserves the right to limit the number of orders per customer within a specific period, in accordance with OHVN’s internal policies.

Upon receipt of an order, and provided that the order does not fall under any of the rejection, cancellation, or quantity-limiting conditions above, OHVN will send a confirmation notice to the Customer regarding the acceptance and details of the approved order.

2.3.3. Order Modification or Cancellation

a) Conditions for Order Modification Through OHVN’s hotline, Customers may request to change order information, including test services, sample collection location, or collection time.

OHVN will make every effort to arrange a suitable schedule for the Customer within its operational capacity.

If changes incur additional costs, customers must follow OHVN’s refund procedures and place a new order.

b) Conditions for Order Cancellation Through OHVN’s hotline, Customers have the right to cancel their orders. Order cancellation conditions apply in the following cases:

The OHVN sample collection technician has not yet collected the Customer’s sample.

The OHVN sample collection technician is unable to contact the Customer for sample collection; in such cases, if payment has not been made, the order will be automatically canceled.

In cases where the Customer has already made payment to OHVN, the cancellation request will be processed in accordance with the refund policy specified in these Terms of Use.

2.4. Payment Policy

2.4.1. Payment Methods

From time to time, OHVN provides flexible payment methods to facilitate convenient service use for Customers, including:

Online payment: Via Onepay gateway (Napas/Visa/Mastercard, etc), e-wallets (Momo, ZaloPay, VNPay)

Bank transfer: To the account information provided by OHVN. Customers must clearly indicate the payment details as instructed to ensure prompt order confirmation.

Postpaid payment: Customers may pay directly to OHVN’s technician at the time of home sample collection.

Note: Depending on each specific period, OHVN may provide one or several available payment methods. At the time of payment, Customers may only select from the payment options currently supported by the system.

2.4.2. Payment Terms

Customers are responsible for timely payment as per the service policy. For bank or payment gateway transactions, customers should keep receipts for reference when needed.

2.5. Refund Policy

OHVN commits to protecting customer rights with a flexible refund policy based on service usage conditions.

2.5.1. Eligible Refund Cases

If the Customer has made payment and submits a cancellation request in accordance with OHVN’s Policy, the Customer will receive a 100% refund of the payment amount if lab have not yet executed the testing.

Service interruption due to system error: If OHVN is unable to complete the service as committed due to a system malfunction or force majeure, the Customer may request a full or partial refund, depending on the extent of service usage.

Unqualified samples caused by OHVN staffs: The Customer will receive a 100% refund of the service value or a free retest.

If the error is caused by the laboratory technician (for example, entering incorrect test orders) resulting in an incorrect or invalid test result, the Customer will be entitled to either a 100% refund or a free retest.

Transaction errors or duplicates: If the Customer is charged but does not receive order confirmation, OHVN will verify the transaction and refund the payment if it is determined to be invalid.

Force majeure events such as natural disasters, epidemics, or government regulations: OHVN will either issue a refund or flexibly reschedule the sample collection for the Customer.

OHVN does not charge any refund processing fees; however, bank or payment gateway transaction fees (if any) are non-refundable.

2.5.2. Non-Refundable Cases

The technician has already collected the sample and/or the sample has been transferred to the testing facility.

The Customer fails to notify OHVN of any order change or cancellation in accordance with Clause 2.3.3 of this Policy.

The Customer violates the Terms of Service, resulting in OHVN being required to discontinue service provision without any refund obligation.

The Customer change their decision without a valid reason under the refund policy.

Within 3 days from the scheduled sample collection time, if the technician is unable to contact the Customer and OHVN does not receive any response, a valid refund request from the Customer will not be accepted.

2.5.3 Refund Process

Step 1: Customers submit a refund request via email, support system, or OHVN hotline, providing full transaction details and reasons.

Step 2: OHVN will verify and approve refund requests within a maximum of two (02) working days

Step 3: Refund or refuse to refund

If eligible, refunds will be processed through the original payment method within 7-10 business days (depending on the bank/payment gateway policy).

If not eligible for a refund, OHVN will notify the User of the ineligibility for a refund.

2.6. Purpose of Use

Customers commit to using the service solely for wellness and personal health monitoring,

and not for commercial purposes or as a substitute for medical examination, treatment, or specialized medical services.

Customers are fully responsible for using the service for any other purposes.

3. SERVICE USAGE PROCEDURE

Step 1: Consultation for Selecting a Test Package
Customers log into the OHVN website, select available service packages, and complete the ordering and payment process as described in these Terms of Use.

Customers may contact OHVN through the following channels:

Hotline: 1900 638839; or

Website: www.openhealth.com.vn – Customers may use the Live Chat or Zalo Chat features to speak directly with OHVN staff, or fill in the form with the following information: (i) name and (ii) phone number; (iii) issues for consulting

OHVN staff will contact the customer to provide consultation on selecting a suitable test package based on the customer’s needs and health condition, confirm the order, and guide the payment process. This consultation service is completely free of charge.

Step 2: Sample Collection

OHVN staff will travel to the location designated by the customer (within OHVN’s service coverage area in Ha Noi City) to collect the sample and transport it to OHVN’s laboratory for testing.

Step 3: Testing and Results Delivery
Once the sample has been received, OHVN will proceed with the laboratory testing. The turnaround time for results will depend on the type of test and will be clearly communicated to the customer.

Test results may be delivered via web account SMS hay email or hard copy as requested

Step 4: Consultation

After the test results are available, depending on each case, OHVN may assign its own specialists or specialists from affiliated medical institutions to contact the customer and provide basic consultation related to the test results.

Please note that such consultation based on test results is for guidance and reference purposes only and cannot replace a doctor’s advice or medical prescription.

4. LIMITATIONS OF TEST RESULTS

OHVN's service does not replace medical consultation from professional doctors. Test results obtained from this service should only be used for the purposes stated in these Terms of Use. Customers should consult a doctor if they have any health concerns.

OHVN is not responsible for any decisions Customers make based on information from the service or OHVN's test results for other purposes.

5. USER DATA PROTECTION COMMITMENT
OHVN is committed to safeguarding customers' personal information in accordance with the applicable laws through the implementation of OHVN’s Privacy Policy. Accordingly, Customers have the right to be informed, access, withdraw, delete, restrict the processing of, and request the provision of their personal data. We collect and process personal data only with the user’s explicit and specific consent.

6. DISCLAIMER

OHVN is committed to providing highly accurate testing and health consultation services but shall not be held responsible for any medical decisions made by customers based on test results. Test results are for reference purposes only, do not replace official medical diagnosis or treatment, and may be affected by various factors such as sample collection methods, storage conditions, individual biological conditions, or differences in testing procedures between laboratories.

OHVN is not liable for any losses, inaccuracies, or consequences arising from improper use of the test kit, self-interpretation of results, or any treatment decisions made without consultation from a qualified physician.

The post-test consultation service provided by OHVN is solely for explanatory support and does not constitute a treatment regimen or replace professional medical opinions from authorized healthcare facilities.

Additionally, OHVN disclaims liability for any loss, disruption, or delay in service due to force majeure events such as natural disasters, pandemics, technical failures, or changes in legal regulations. By using the OHVN website, customers acknowledge that all information and content on the website are for reference only, do not constitute official medical advice, and that OHVN is not responsible for any technical errors, system interruptions, or losses arising from the use of information on the website.

By using the services and accessing the website, customers confirm that they have read, understood, and agreed to this disclaimer. If there are any concerns, customers may contact OHVN via hotline, email, or website for assistance.

7. 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:

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

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

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

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.

8. POLICY CHANGES

OHVN reserves the right to modify, adjust, or update policies related to services, including but not limited to payment policies, refunds, data privacy, and terms of use, to comply with legal regulations or enhance service quality. Changes take effect immediately upon being updated on OHVN’s system and official website, and customers are responsible for staying informed to protect their rights.

In the event of any amendments to the Terms of Use, Customers 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.

9. GOVERNING LAW, COMPLAINTS AND DISPUTE RESOLUTION

All terms and policies of OHVN are governed by and comply with the current laws of the Socialist Republic of Vietnam.

In case of any complaints related to service usage, payments, test results, or any issues within OHVN’s service scope, customers should contact OHVN for resolution within a maximum of 30 working days from the date OHVN receives the complaint, except for complex cases.

Any disputes or claims arising from or related to the use of OHVN’s services shall be resolved through negotiation and amicable settlement in good faith. If no agreement is reached, disputes shall be settled at a competent court where OHVN’s headquarters is located, unless otherwise agreed upon by the parties or required by law. The final court decision shall be binding, and both parties must comply. Any costs related to dispute resolution, including but not limited to legal fees (including reasonable attorney fees), court fees, and other charges, shall be borne by the losing party.

10. 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 04/09/2025

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.openhealth.com.vn