Twohearts Platform Terms of Service (Diners)

Governing Language

These Terms are provided in English and Vietnamese for convenience. If there is any inconsistency, the Vietnamese version (immediately following each section) shall prevail for users in Vietnam.

1. Acceptance of Terms

These Terms of Service ("Terms") govern your access to and use of the Twohearts platform, including mobile applications, websites, chat integrations (Zalo, Messenger), and AI ordering systems (the "Service").

The Service is operated by:

Twohearts Technologies 212/2B1 Nguyen Trai, Cau Ong Lanh Ward Ho Chi Minh City, Vietnam 700000 Email: chat@twohearts.vn

By using the Service, you agree to these Terms.

2. Nature of the Service

Twohearts is a technology service provider.

Twohearts:

• Is not a restaurant
• Is not a delivery company
• Is not the Merchant of Record (seller of record)
• Does not prepare, package, inspect, or deliver food
• Does not hold customer funds for food transactions

Twohearts provides AI-powered infrastructure that connects users with independent merchants ("Merchants"). The Merchant is the seller of record for all food and product purchases and is responsible for fulfilling the order.

3. Orders and Payment

When placing an order:

• You enter into a direct contract with the Merchant.
• Payment is processed via third-party payment providers selected by the Merchant.
• Twohearts does not store any card details.

Payment providers may include (but are not limited to): ZaloPay, MoMo, VNPay, and other licensed providers.

Chargebacks, payment disputes, and refunds are handled according to the Merchant's policies and the relevant payment provider's rules. Twohearts may provide technical assistance in routing information but is not responsible for the underlying transaction between you and the Merchant.

4. AI System Disclosure

The Service uses Artificial Intelligence (AI) systems, including Large Language Models. AI outputs are probabilistic and may occasionally contain errors or omissions.

You acknowledge:

• AI responses may occasionally contain errors.
• Text inputs may be misinterpreted.
• Menu information and availability are provided by Merchants and may change.

You are responsible for reviewing and confirming all order details (including items, price, quantity, delivery address, and special instructions) before payment.

The Service is provided "as is" and "as available," subject to applicable law.

5. Food Safety and Delivery Disclaimer

All responsibility for the following rests solely with the Merchant:

• Food preparation
• Ingredient accuracy
• Allergen disclosure
• Hygiene compliance
• Regulatory compliance

Twohearts is not liable for:

• Food-related illness or food safety issues
• Allergic reactions
• Delivery delays
• Courier accidents or misconduct
• Merchant misconduct

6. Refunds

Refunds and disputes regarding food quality or delivery must be directed to the Merchant. Twohearts may assist in communication or technical troubleshooting but does not guarantee outcomes.

7. Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

Twohearts may suspend or terminate accounts for fraud, abuse, security risks, or violations of these Terms, consistent with applicable law.

8. Limitation of Liability

To the maximum extent permitted by Vietnamese law:

Twohearts's total liability arising out of a transaction shall not exceed the greater of (i) the service fees paid to Joi Vietnam for that transaction, or (ii) the total value of the order.

Twohearts shall not be liable for indirect, incidental, consequential, special, or punitive damages.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited under applicable law.

9. Governing Law and Disputes

Governing Law: Laws of Vietnam.

If you are a consumer, you may bring claims before competent Vietnamese courts. Arbitration at VIAC may be used only where permitted by law and/or mutually agreed by the parties.

10. Force Majeure

Twohearts is not liable for delays or failure caused by events beyond reasonable control, including outages, third-party disruptions, natural disasters, or government action.

Additional Terms

Changes to Terms

We may update these Terms from time to time. If changes are material, we will provide reasonable notice (e.g., in-app notice or updated date on this page). Your continued use after the effective date constitutes acceptance, subject to applicable law.

Severability

If any provision is held invalid, the remaining provisions remain in effect.

Contact

Questions about these Terms: chat@twohearts.vn