Terms & Conditions

Acceptance of Terms

By registering, accessing, or using the ROOPB platform ("Service"), you confirm that you have read, understood, and agree to be bound by these Terms and Conditions ("Terms") and our Privacy Policy.

If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind such entity to these Terms.

Service Provision (Article 15)

ROOPB provides its e-commerce platform services through a mobile application and website interface. Merchants are granted access to a digital portal to list products, manage inventory, and process orders. Customers access the platform to browse local stores and request delivery services. The platform operates 24/7, subject to routine maintenance windows.

Conditions & Restrictions (Article 9)

The provision of goods and services on ROOPB is subject to the following conditions and restrictions:

• Geographical Restrictions: Delivery services are strictly limited to the specific operational zones within Ho Chi Minh City. Orders outside these zones cannot be processed.
• Age Restrictions: Users must be 18 years or older to register an account. Certain age-restricted goods (e.g., alcohol) require ID verification upon delivery.
• Quantity Limits: ROOPB reserves the right to limit the quantity of items per order to prevent fraudulent activity or stock hoarding.

Merchant Accounts

To list products and receive orders on ROOPB, you must register as a merchant and receive approval from the ROOPB team. By creating an account, you agree that:

• All information you provide during registration is accurate, complete, and current.
• You are the legal owner or authorized representative of the business you register.
• Your store application is subject to manual review. ROOPB may approve, reject, or request changes at its discretion.
• You are responsible for maintaining the confidentiality of your account credentials.
• You will promptly update your account information if any details change.

Prohibited Conduct

You agree not to engage in any of the following prohibited activities while using ROOPB:

• Listing counterfeit, stolen, illegal, or otherwise prohibited goods.
• Manipulating reviews, ratings, or order data.
• Misrepresenting product descriptions, prices, or availability.
• Using automated scripts, bots, or scraping tools without written permission.
• Interfering with or disrupting the integrity or performance of the platform.
• Attempting to gain unauthorized access to any system or data.
• Engaging in any activity that violates applicable local, national, or international laws.

Products & Listings

Merchants are solely responsible for the accuracy, legality, and quality of their product listings. ROOPB acts as a platform intermediary and does not warrant the accuracy of any merchant-provided content.

• Product images must be accurate and representative of the actual item sold.
• Prices must include all applicable taxes or clearly state otherwise.
• Stock availability must be kept up to date; ROOPB is not responsible for out-of-stock orders.
• ROOPB reserves the right to remove any listing that violates these Terms or applicable laws.

Display Priority (Article 11)

ROOPB determines the display order of products and stores on the platform based on objective criteria designed to improve the customer experience. The primary parameters include:

• Customer location proximity to the merchant.
• Merchant rating and historical fulfillment success rate.
• Search relevance (keyword matching).

Payments & Fees

ROOPB operates on a commission-based model. Details of our fee structure will be communicated upon merchant approval and may be updated with 30 days' notice. Merchants agree that:

• ROOPB may deduct applicable platform fees from order payouts.
• Payouts are processed on a schedule defined in your merchant agreement.
• Disputes regarding payments must be raised within 14 days of the transaction date.
• ROOPB is not responsible for delays caused by third-party payment processors.

Orders & Delivery

When a customer places an order through ROOPB, the merchant is responsible for:

• Confirming the order within the agreed response window.
• Preparing items accurately and within the specified time frame.
• Handing over items in good condition to the delivery partner.
• Communicating any delays or issues to the platform promptly.

ROOPB coordinates delivery logistics but is not the seller of goods. The merchant-customer transaction is governed by the merchant's own policies, subject to ROOPB's platform standards.

Intellectual Property

All platform software, branding, trademarks, and design elements of ROOPB are the exclusive intellectual property of ROOPB and may not be copied, modified, distributed, or used for commercial purposes without express written consent.

By uploading product images, logos, or other content to ROOPB, you grant ROOPB a non-exclusive, worldwide, royalty-free license to use, display, and promote that content in connection with the Service.

Limitation of Liability

ROOPB's total liability in connection with any claim arising from your use of the Service shall not exceed the total fees paid by you to ROOPB in the three months preceding such claim.

Service Termination & Refunds (Article 16)

ROOPB reserves the right to suspend or permanently terminate your account if you violate these Terms. If ROOPB initiates the termination of services:

• Customers with pending, unfulfilled orders will receive a full 100% refund processed immediately to their original payment method.
• Merchants will receive their final payout for completed orders within 7 business days following account closure.

You may also request termination of your account at any time by contacting support. Upon termination, core data is retained for up to 2 years for legal compliance.

Complaint Resolution Procedures (Article 7)

We are committed to resolving disputes and complaints fairly and efficiently in accordance with Vietnamese law.

• 1. Communication Channels: Complaints can be submitted via email at support@roopb.com or through the "Help" section in the ROOPB app.
• 2. Request Details: To process a complaint, customers must provide: Full Name, Contact Phone/Email, Order Number, and a clear description of the issue (with attached photos if applicable).
• 3. Online Resolution Process:
  • Step 1: ROOPB acknowledges receipt of the complaint within 24 hours.
  • Step 2: We verify the provided information and contact the involved merchant/driver if necessary.
  • Step 3: We provide a resolution (e.g., refund, replacement, or explanation) within 3-5 business days.
• 4. Information Security: All personal data and evidence submitted during a dispute will be strictly protected under our Privacy Policy and will not be shared with unauthorized third parties.

Governing Law

These Terms are governed by and construed in accordance with the laws of Vietnam. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of Ho Chi Minh City, Vietnam.

Contact Us

If you have any questions about these Terms and Conditions, please reach out: