I. GENERAL REGULATIONS:

1. Scope and object of application 

This Delivery Service Regulation (also known as: “Terms of Use”) is a legal agreement between the parties: The Consumer needs and uses the service, the Business Cooperation Partners (Application Transporter and/or Driver) and BE GROUP Joint Stock Company (hereinafter referred to as “beGroup”) when the Consumer chooses to use the service and the Drivers accepts to provide Transportation Services. via Be app.
By using this Delivery Service, Consumer, Driver have read, understood and agreed to be bound by these Terms of Use.
these Terms of Use is the integral content of the Be E-commerce platform Operational Management Regulation(hereinafter referred to as Be E-commerce platform Regulation), General Terms of Use was beGroup announced at the web address: https : //www.be.com.vn and app be.
Whichever specified herein differs from the Be E-commerce platform Regulation and General Terms of Use shall prevail. Any content that is not specified in these Terms of Use shall be subject to the Be E-commerce platform Regulation, the General Terms of Use and the law. In case the parties have a separate (bilateral) agreement that is different from these Terms of Use, the Separate Agreement shall prevail.

2. Definitions 

To the extent of these Terms of Use, unless the context otherwise requires, the following terms are construed as follows:
Delivery Service is a service of delivering, receiving and transporting items that is connected between the Consumer and the Driver through the Be app (referred to as “beDelivery” or “Service”).
Consumer means merchants, organizations or individuals wishing to use Delivery Services to transfer items from one location to another – Hereinafter referred to as “Consumer” or “Service User”.
Conditions for participating in the transaction: Consumers are individuals; Representatives of Consumers who are merchants, organizations; The recipient is only allowed to enter into and perform the transaction of providing the Service under these Regulations when the following conditions are met: (i)18 years of age or older; and (ii) have full capacity for civil acts in accordance with the law. The Consumer, the Consumer’s representative is not allowed to participate in the transaction in case of failure to meet these conditions, unless the Consumer’s legal representative agrees and undertakes to assume all arising liabilities.
Service contract is an agreement between the Consumer and BE GROUP in providing services to the needs of Consumers for connecting and concluding digital contract via the Be app by Consumers initiate the request for Service on Be app (“Request” or “Order”) and is deemed to be concluded from the moment the Driver on behalf of Be Group has picked-up the items to be shipped under the Order on Be app.
Conditions of Service are the requirements and regulations of BE GROUP under the Terms of Use, Be E-commerce platform or notifications of BE GROUP to Consumer related to the service via the Be app and/or other forms of notification specified in the Be E-commerce platform Regulation , and those in the service contract signed between the parties.
Trip schedule is the itinerary determined by the Departure point (pick up point), destination/destinations (drop off point); the starting and ending time of each trip according to the delivery needs of each Consumer’s Order connected via the Be app.
Shipments including legal and valid packages, items, assets are accepted, transported and delivered to the Recipient by beDelivery service.
The consignor is a trader, organization or individual that has proposed the Shipments order via the Be app and/or through the transaction management system of BE GROUP (if any).
The Recipient is an organization or individual named in the Recipient’s information section on the Delivery Sheet/Order or entered by the consignor on the application’s information be.
Delivery slip is a transaction document containing the information: Logo of BE GROUP (trademark “beDelivery”), type of Shipments, delivery time, estimate delivery time; information about the consignor’s name, address, phone number and other necessary information. This slip sends expressed as paper (handwritten) or electronic coupon displayed on the Be app valid legal evidence of delivery Shipments, an annex of the Service Contract.
Service fee is the service cost calculated on each Order that BE GROUP has performed services to the Consumer including delivery cost, freight (driver’s fee, fuel cost, vehicle depreciation) decided and announced by BE GROUP from time to time and displayed on the Be app and/or other transaction management system. Service charge includes value added tax according to current regulations; but excluding other fees and charges (if any).
Transaction management system is the application software that BE GROUP provides to Corporate Consumers to manage, track the implementation of Orders, check data, check charges,… among related parties.
Order is a request for Service initiated by the Consumer and BE GROUP through the Driver accepts to provide the service via the Be app and/or the transaction management system (if any) records the information about consignor, Recipient, Shipments, and Trip Schedule information; charges, surcharges, serves as evidence on the establishment and performance of the Service between the parties.
Valid order is an order created by the Consumer, confirmed on the Be app in accordance with the transaction process announced by BE GROUP, and has no elements of fraud, forgery, and other acts of similar nature, acts in violation of the law for transactions.
Recipient information is the information about the recipient ‘s full name, phone number, address.
The delivery time of a Shipments is the period counted from the time a Shipments is accepted until it is delivered to the Recipient.
Price declaration service is an additional service used in conjunction with other postal delivery services when sending items to ensure content by declaring the value of the item. If the item is lost or damaged, the Consumer will be compensated according to the value.

3. Scope of service provision

Services are provided within the cities of Hanoi, Ho Chi Minh City and provinces and cities in which BE GROUP has registered business and is eligible for operating its business in accordance with relevant applicable law. The specific scope of services is provided in each period of time, shall be notified by be GROUP on the Be application before complying with regulations.

4. Time of service provision

From 6:00 a.m. to 8:00 p.m. and 7 (seven) days a week, except for New Year holidays and public holidays as prescribed. In case of any change, BE GROUP will announce on the Be app before execution.

II. One-stop service booking and usage process

1. One-stop service delivery process 

a) Consumer’s Process
To use One Stop Delivery Service, Consignor performs the following steps:
Step 1: Enter order information
Consumers access the Be app , enter full information of the consignor and the Recipient, the amount of COD (if in case of COD service).
Step 2: Enter a promotional code and select the payer
Consumers enter promotional code (if any) to be deducted from the Service fee. For trips with only 1 stop, Consumers can choose the option “Recipient pays for delivery charges”.
Step 3: Order delivery
Consumers choose “Book” to search for Driver with the system. When the Consumer clicks on “Book”, the Consumer sends an offer to enter into a service contract.
Status 1 : Wait for the driver.
Status 2: If there is no Driver to pick-up the Order, the screen will return to the booking screen, Consumer can order delivery service or exit the application if they do not want to continue.
After Consumers choose the driver, monitor Be app displaying important information includes: Name The driver, vehicle number, service charges estimate, payment method, estimated time and distance, the consignor, the place of receiving the items, the Recipient…
Step 4: Pay the service charge and give the items to the driver
After the Consumer pays the Service Fee, surcharges (if any) and deliver items to the Driver. From this point on the service provision contract is established. The driver will perform the operation “Start the trip”, pay in-advance the COD money to the consignor (in case of COD service); carry out the delivery of the item to the destination for delivery to the Recipient specified by the Consumer on the application. The interface of the Be app will switch to the status of During the trip.
Step 5: Finish the order and rating
After the Driver collects COD from the Recipient (if there is an amount collected) and delivers the items to the Recipient, the Consumer rates and gives feedback on the quality of the service. Thereby, the Management Center of BE GROUP will have more information to improve the quality of services provided to Consumers.
b) Driver’s Process
To participate in the One Stop Delivery Service, Drivers follow the steps below:
Step 1: Sign up for service provision
For newly-registered driver on Be app : when the driver chooses the service “beBike”, there will be one more option, participating in providing service “beDelivery”.
After activating the “beDelivery” delivery service, the driver can pick-up an Order (delivery trip).
For already-registered drivers on Be app : For drivers running beBike, if the driver wants to join just go to “Profile,” select “beDelivery”
If the driver does not want to participate in the delivery service “beDelivery”, go to “Profile” to turn off providing this service.
Step 2: pick-up order information
When the Consumer initiates a Delivery service Order on the Be app , the System will send Order information to the Driver’s Be app , including: consignor information, Recipient, COD amount (if any).
Step 3: Accept the order
After the Driver “Agree to take the trip/Order” will move to the pick-up location according to the information displayed on the application.
Step 4: Pick-up items
When arriving at the place to pick-up the items, the driver chooses the function “I have arrived” to notify the consignor about delivery and is responsible for contacting, waiting for the Consumer at least 05 minutes at the pick up point.
Step 5:
When drivers pick-up items from Consumers, pay advance payment of COD Consumer (in case of COD service), Drivers shall take and upload to Be app 03 (three) images of 03 (three) different sides of the package/item to confirm successful pick-up. The images will be stored automatically on Be app system and used as valuable evidence to resolve disputes and claims arising out of the delivery between related parties.
Step 6: Collect service charges and start the trip
The driver can view details of the drop-off point, pay in-advance COD amount information, freight… After collecting the freight and pay in-advance COD amount (in case of COD service) for the consignor according to the above information on be app, the driver press “Start delivery” and move to the drop-off point.
Step 7: Delivery to the Recipient
If contacting and meeting the Recipient, the Driver correctly identifies the Recipient as indicated on the application, then proceeds to collect COD from the Recipient (in case of COD service) and deliver the items to the Recipient. Then proceed to confirm “Delivered”.
The driver reconfirms the delivery was successful by clicking on the button “Delivered”.
If the Recipient cannot be contacted, the driver chooses “Delivery failed” and Choose the reason for failed delivery.
The driver and the consignor will contact each other to agree on the return of the items to the consignor.
Step 8: Finish the trip and rating
After the driver completes the delivery, the driver evaluates and responds to the delivery.

2. Multi-stop service delivery process

a) Consumer’s Process
To use the Multi-Stop Delivery Service, the Consumer performs the following steps:
Step 1: Enter order information
Consumers access the Be app , enter the consignor, the Recipient’s information and the COD amount of each Recipient (if there is the collection amount).
Consumers choose Add recipient and enter complete Recipient information for the next stops (Maximum of 10 stops and total COD not more than 500,000 VND).
Step 2: Enter promotional code
Consumers enter promotional code (if any) to be deducted from the Service fee. For trips with only 1 stop, Consumers can choose the option “Recipient pays for delivery charges”.
Step 3: Check and arrange orders
Consumers can use the feature
(Change route) to move, change or delete stops for the most reasonable cost, then click confirm so the system displays the screen Order Delivery.
Step 4: Order delivery
Consumers choose to Book a vehicle to be searched for Driver by the system. When the Consumer clicks on Reserve a car, the Consumer sends an offer to enter into a service contract.
Searching Screen: one of the following states:
Status 1 : Wait for the driver.
Status 2: If there is no Driver to pick-up the Order, the screen will return to the booking screen, Consumer can order delivery service or exit the application if they do not want to continue.
After Consumers choose the driver, Be app shall display important information includes: Name The driver, vehicle number, service charges estimate, payment method, timing and spacing distances estimate, the consignor, the place of receiving the items, the Recipient…
Step 5: Pay the service charge and deliver the items to the driver
After the Consumer pays the Service Fee, surcharges (if any) and deliver items to the Driver. From this point on the service provision contract is established. The driver will perform the operation “Start the trip”, pay in-advance COD amount money to the consignor (if in case of COD service); perform the delivery of the item to the destination for delivery to each Recipient specified by the Consumer on the Be app . Consumers can track the order according to the color of the icon (Default stop: yellow; Delivery successful: green; Delivery failed: red).
Step 6: Finish the order and rating
After the Driver collects COD from each Recipient (if there is an amount collected) and delivers the items to each Recipient, the Consumer evaluates and gives feedback on the quality of the service. Thereby, Be Group’s Operations Center will have more information to improve the quality of services provided to Consumers.
b) Driver’s Process
Step 1: pick-up order information
When the Consumer initiates the Order for delivery service on Be app , the System will send Order information to the Driver’s Be app; Application screen be displayed information: total stop; total distance; total COD (if in case of COD service).
Step 2: Accept the order
After the Driver “Agree to take the trip/Order” will move to the pick-up location according to the information displayed on the Be app.
Step 3: Check and pick-up items sent
When arriving at the place to pick-up the items, the driver chooses the function “I have arrived” to notify the consignor about delivery and is responsible for contacting, waiting for the Consumer at least 05 minutes at the drop-off point.
The driver can check the details of the Order, drop-off points and consignees.
When drivers pick-up items from Consumers, pay advance payment of COD Consumer (in case of COD service), Drivers shall take and upload to Be app 03 (three) images of 03 (three) different sides of the package/item to confirm successful pick-up. These images will be stored automatically on Be app system and used as valuable evidence to resolve disputes and claims arising out of the delivery between related parties.
After the Driver takes the picture and uploads to the app, the map view will appear
Step 4: Collect service charges and start the trip
The driver can view details of the drop-off point, pay in-advance COD amount information, freight… After collecting the freight and pay in-advance COD amount (in case of COD service) for the consignor according to the above information. Using be , the driver press “Start delivery” and move to the drop-off point.
Step 5: Arrange the stops
The driver can choose to see all the stops and rearrange the stops in the desired order, or initiate delivery in the order by consignor.
Step 6: Delivery to the Recipient
The driver transports the items to the destination for delivery to each Recipient specified by the Consumer shown on the Be app .
After the driver starts moving and updating the order status, the system will update the icon according to the specified color:
Default stop: yellow
Successful delivery: blue
Delivery failed: red
During delivery, after a stop has been completed, the driver can select the next drop-off point by moving the stops on the application screen.
Step 7: Take pictures at the end of the trip and rating
7.1. The driver delivers as usual, when arriving at the drop-off point, select Delivered
7.2 The Delivery Confirmation screen will appear, the driver must take a photo of the item to finish the trip
7.3 Take a picture of the item, click on Submit.
7.4 Once submitted, check the information and select Confirm Delivery
7.5a For one-point delivery order
· After clicking Confirm Delivery, go to the Receipt/Rating & end trip screen
7.5b For multi-point delivery orders
· After pressing Confirm Delivery , go to the next point of delivery screen.
· Receipt/Rating/end trip screens will be skipped until the last drop-off point is completed
Note: in case the Consumer uses the cashier delivery service (COD) and the driver with the advance payment (“Cash advance delivery”), the Consumer must perform KYC according to the Consumer information verification process. as specified by beGroup. Consumers please see details here: Regulations to get to know Consumer
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A Trip Order (one transaction) may not be executed successfully for various reasons, the Consumer’s account or card may be debited without a corresponding Successful Booking Confirmation generated.. If the amount is deducted from the account or card, please contact Be Group’s Consumer service call center or send feedback through the Be app to re-confirm the unsuccessful transaction before proceeding. practice the implementation of a new trip order.

4. Policy of returning items for the driver 

At present, there is no assistance policy for driver in case of delivery failure. Charges incurred for the delivery of items returned to the Consumer and the execution time agreed upon by the driver and the Consumer.

III Quality Commitment

BE GROUP Joint Stock Company and Driver are constantly striving to achieve the quality standards of service provided to Consumers as follows:
Convenience : Ready to deliver Shipments to anywhere within notified service delivery range.
Fast : Connect with the Driver closest to you through the app.
Safety : You can track Orders and Shipments schedules anytime, anywhere through the app.
Professional: City delivery, on time as committed according to the ordered Shipments route.

IV. Service charges, surcharges, collection and advance payment

1. Service charge 

Service fee is calculated by unit price for each kilometer of total shipping distance and displayed through Be app . Service fee includes VAT, vehicle rental, fuel, driver’s cost for delivery, transportation and other costs necessary to deliver the Shipments but does not include insurance. Loss of Shipments and other value-added service charges provided to Consumers.
Value-added services: packaging, checking of items, collection on delivery (COD)… if provided by BE GROUP and specific service charges will be notified by BE GROUP to Consumers through Be app and electronic information before performing prescribed by current law.
Service fee currently applied will not increase during peak hours, holidays, public holidays. In case, surcharge will be applied due to high demand during peak hours, surcharge for service provision during holidays, public holidays, other surcharges will be notified by BE GROUP to Consumer via the Be app and page electronic information before complying with the current law.
Multi-stop delivery service, cash on delivery (COD) currently only applies to Consumers who are e-commerce service providers who have signed cooperation contracts with BE GROUP. For other Consumers, when implementing this service, BE GROUP will notify the Consumer through the Be app and website before complying with applicable law.

2. Payment method 

Consumers choose the payment method for Service fee by bank card, cash or other valid means of payment displayed on the Be app .
Payment must be made by Consumer before giving items to the Driver for delivery to the Recipient.
Post-payment service is currently only applied to Consumers who are e-commerce service providers signed a cooperation contract with BE GROUP. For other Consumers, when implementing this service, Be Group will be notified to Consumer via the Be app and website before complying with applicable law.

3. Collection & Advance payment

The maximum amount of money collected and prepaid for one-stop delivery service and multi-stop delivery service is 500,000 dong/per order (Five hundred thousand dong per order).
The driver pays in advance the COD money to the consignor and pick-ups the corresponding amount from the Recipient.
The applicable fee for collection and advance payment: 5,000 VND/1 order with the value of collection and advance payment on behalf of VND 200,000 – VND 500,000; under VND 200,000: no surcharge will be applied. Surcharges are subject to change, from time to time in advance notice by Be Group.

V. Change, cancel order, return policy

1. Change of Orders 

Order change Policy is not applied after the Order has been successfully completed and the Driver has picked-up the Shipments, initiating service through the Be app .

2. Cancellation of an Order 

a) Cancellation of an Order by Consumer: Consumer has the right to cancel an Order placed prior to delivery of the Order to the Driver.
b) Order cancellation by the Driver:
The driver has the right to cancel the Orders placed prior to receiving the items sent from passengers.
The driver has the right to refuse to pick-up the items, cancel the picked-up Order if the items are over size or overweight; detecting that the Shipments belongs to the category of items banned from circulation, restricted from circulation or delivered according to the provisions of these Terms of Use and current law provisions.
3. Refund policy 
No refund policy applies to Consumers in case the Consumer has given the items, the driver has picked-up the items and the Consumer pays the freight.

4. Regulations on sending and keeping items without recipients

In case the items have been delivered to the drop-off point on time but there is no consignee, Be Group can send the package/package at the place of Shipments. The Consumer or the third person designated by the Consumer to pick-up the Shipments must bear the reasonable costs arising from the deposit of the property.
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With respect to the Shipments that the Recipient refuses to pick-up and the Consumer also refuses to take back or is unable to return to the Consumer, the parties agree that such Shipments will be disposed of in accordance with applicable laws on handling. items sent without recipients.

6. Return of items Shipped on Unsuccessful Delivery 

Shipments will be delivered to the address requested by the Consumer up to 01 time. In the event that the Shipments is not picked-up by the Recipient, the Recipient is unable to contact, or other circumstances where the Shipments cannot be delivered to the Recipient, Be Group will notify the Consumer and the Consumer must pay the additional charges are subject to a separate agreement with the Driver for the refund of Shipments. The amount of incurred expenses must be within the limit set by Be Group (if any).

VI. Regulations on Shipments

1. Provisions on size and weight

 
In all cases, Shipments (parcel, package, bag) must have a weight including packaging less than 30 kg, dimension of length, width and height of less than 50 x 50 x 50cm.
BE GROUP and the Driver have the right to refuse to provide service, refuse to accept the Order when the items exceed the size and weight specified in this section.

2. Regulations on the packing of Shipments 

Consumer shall undertake and be responsible at its own expense to ensure that the Shipments has been adequately and appropriately prepared, packed, arranged and noted; the preparation, packaging, arrangement, labeling and marking which is appropriate to any nature or particularity affecting the Shipments provided that the Package after being packed can be neatly loaded, securely fastening, not to drop along the road, not drag the Package on the road and not obstruct the control of the vehicle; It may cause traffic unsafety for drivers.
Allow the Driver to open and check the package, and the consignor provides the Driver with information and documents to prove the value of the items. This action is to ensure the items meet shipping regulations.

3. Provisions on prohibited items and assets under one of the following cases 

a) Military weapons, equipment, techniques, materials, military and police special materials; military equipment (including badges, insignia of the army and police), equipments for the armed forces; special components, parts, spare parts, supplies and equipment, and technologies used exclusively for their manufacture.
b) Hunting rifles and shotgun bullets, sports weapons, and support tools.
c) Drugs and nerve stimulants; Prohibited chemicals and precursors.
d) Types of cultural products that are depraved, reactionary, superstitious or harmful to aesthetic and personality education; publications and documents aimed at undermining public order and opposing the State of the Socialist Republic of Vietnam.
e) Firecrackers.
f) Dangerous, harmful toys affecting the education of children’s personality and health or to social security, order and safety (including video game programs).
g) Veterinary drugs and plant protection drugs are banned or not yet allowed to be used in Vietnam according to the provisions of the Ordinance on Veterinary Medicine, Ordinance on Plant Protection and Quarantine.
h) Wild plants and animals (including live animals and their processed parts) on the list of treaties to which Vietnam is a signatory, and precious plants and animals. rare on the list of banned exploitation and use.
i) Fisheries banned from fishing, aquatic products with toxic residues exceeding the permitted limit, aquatic products with natural toxins endanger human life.
j) Fertilizers are not on the list of fertilizers permitted to be produced, traded and used in Vietnam.
k) The plant variety is not on the list of plants permitted for production and trading; Plant varieties harm production and human health, the environment, the ecosystem.
l) Types of medical equipment that are not yet allowed to be used in Vietnam.
m) Explosive and flammable substances or additives and chemicals that are toxic or unhygienic, polluting the environment.
n) Asbestos-containing products and materials of the amphibole group.
o) Vietnamese currency, foreign currency and valuable papers such as money; Counterfeit money of all kinds.
p) Precious metals (gold, silver, platinum…), precious stones or other products processed from precious metals, gems.
q) Smuggled cigarettes, cigars and other finished tobacco products.
r) items containing radioactive substances, radiation equipment or radioactive sources.
s) Types of articles and items that the State prohibits/restricted from circulation, trade, export or import.
t) Articles, publications and items banned from import.
u) Shipments containing substances, explosives, toxins, radioactive substances, drugs, epidemic germs in order to terrorize, harm citizens’ lives and property, and cause social disorder and safety.
v) items and assets acquired by illegal acts or criminal acts.
w) items and assets intended to be sent to disperse; evade obligations in accordance with current law; to commit criminal acts; in violation of the law.
x) Other types of articles and items which are banned from circulation, trade, export or import by the State from time to time.
Note: BE GROUP and the Driver have the right to refuse service, refuse to pick-up the Order when the items are sent under the circumstances specified in this section.

4. Regulations on items and assets outside the scope of service provision of BE GROUP in one of the following cases:

Conditionally transported items (with relevant permit from the competent authority), including:
a) Veterinary drugs, plant protection drugs; raw materials for the production of veterinary drugs, plant protection drugs.
b) Plant varieties – domestic animals.
c) Living organism.
d) Fisheries.
e) Minerals.
f) Food additives.
g) Frozen items.
h) Scrap.
i) Tobacco materials.
j) Petrol and oil of all kinds.
k) Types of gas (including extraction operations).
l) Food on the List of high-risk foods.
m) Relics, antiques and national treasures.
n) Movies, tapes and discs (including printing and copying activities).
o) Other items in which circulation is restricted in accordance with current laws.
Note: BE GROUP and the Driver have the right to refuse service, refuse to pick-up the Order when the items are sent under the circumstances specified in this section.

5. Exemption from compensation and compensation liability

 
The Consumer acknowledges and agrees that: BE GROUP and the Driver will be fully exempt from liability, liability for damages and other liabilities for any and all damages, losses, loss, damage, compensation, delay, claim, liability, claim, action of the Consumer and/or competent authority may be taken against or incurable by BE GROUP in the cases of Shipments or property falling under the cases specified in Clauses 3 and 4, Section VI above. In this case, the Consumer must be fully responsible for all legal responsibilities in accordance with the law.
In case the driver has colluded with the Consumer to pick-up and transport the Shipments and property under the circumstances specified in Clauses 3 and 4, Section VI, the driver acknowledges and agrees that: Be Group will is fully exempt from liability, liability for damages and other liabilities. In this case, the driver and the Consumer must be fully responsible for all legal responsibilities in accordance with the law.

VII. Compensation policy

1. Compensation for damage by BE GROUP 

BE GROUP will act as the representative of the Driver to compensate the Consumer when any damage occurs as prescribed below.
a) Compensation principles:
The policy of compensation for damage to Consumer for the Service in the provision of the Service follows the following principles:
BE GROUP is only responsible to compensate the Consumer in case the Shipments is made under a valid Order that is lost, misplaced, or damaged during the BE GROUP’s provision of BE GROUP’s Defective Service and/or the Driver’s fault is the direct cause of damage to the Consumer.
BE GROUP’s liability is limited to direct or actual damage or loss caused to or directly related to the Shipments, and the Consumer provides complete, valid, relevant and timely documents and evidence. due to this rule as the basis for his claim.
In case the items are partially lost or damaged, BE GROUP is responsible for compensating the corresponding value of such lost or damaged items.
BE GROUP is exempt from liability in the cases specified in Section VIII below.
b) Regulations on price declaration service
Quotation items that contain gold, silver, precious stones, precious metals, securities and checks are not accepted.
Conditions of volume and size of items to be declared are in accordance with BE GROUP’s regulations applicable to respective types of items.
For postal items which are commodity items, the declared value may be part or the whole, but must not exceed the actual value and the maximum declared price for a price item is as follows:
The content of the post is papers and documents: VND 5,000,000.
The contents of the item are items: 20,000,000 VND.
In case the postal item is taxable items, the consignor is entitled to declare additional tax paid.
For price post items containing papers and documents, the declared value is the costs for the establishment of those papers, documents, excluding research costs and other costs under any any form to replace, reproduce and restore them, but must not exceed the maximum specified.
Price declaration service fee will be announced on Be app before applying.
c) Compensation level in specific cases
* In case Consumers use price declaration service:
Shipped items are items and have full invoices , when lost or misplaced :
The compensation will be based on the value of the items lost or damaged in the course of the Service.
The basis for determining the value of the damage is a valid, valid VAT invoice or direct invoice (“Invoice”) corresponding to the quantity of Shipments that was delivered or transported the damage and based on minutes/delivery slip (if any) and/or information recorded on the Be Application upon delivery, property between the Consumer and the Driver of BE GROUP.
The compensation amount BE GROUP paid to the Consumer will be equal to the value of items sent, postal items. If the value of Shipments or items is higher than the declared value, the compensation amount will be equal to the declared value. In any case, the amount of compensation will not exceed VND 5,000,000 (Five million VND).
Currently, the price declaration service has not been implemented. When implementing this service, BE GROUP will notify the Consumer through the Be app and website before complying with the current law. Compensation level In case the Shipments is items and has a full invoice, when damaged : The amount of compensation for damaged items will depend on the degree of damage of the Shipments specifically determined as follows: Amount Damage BT = Amount of lost BT x (multiplied by) the amount of compensation.
Compensation for loss of items is determined in accordance with Section VII above.
Compensation for damaged items is specified in the following table:
Classification of damage cases
Compensation level
Compensation for damaged items (not including VAT)
Torn, broken, wet manufacturer’s container
compensation for loss of items x 10%
Tear seal of the manufacturer, the product is intact
compensation for loss of items x 20%
lost accessories, product intact
compensation for loss of items x 30%
items that were broken or damaged from 1% to 30%
compensation for loss of items x 50%
items broken or damaged between 31% and 50%
compensation for loss of items x 60%
broken and damaged items in excess of 50%
compensation for loss of items x 100%
In case the Shipments is lost/damaged items but the Consumer cannot provide the Invoice, the compensation level is 03 (three) times of the delivery charge and refund if the Consumer has paid.
* In case the Consumer does not use the price declaration service:
In any case, if there is a loss or loss, make up for 03 (three) times of the delivery charge and refund if the Consumer pays.
In case of damage to the items, the compensation value shall not exceed 03 (three) times of the delivery charge and refund if the Consumer has paid.
* Compensation for damage in the event that a valid Order contains a mail, documents, publications, papers, invoices, contracts and other documents, when it is damaged, lost or lost. The amount of compensation BE GROUP will pay to the Consumer will be equal to 03 times of the used Service fee and refund if the Consumer has paid.
d) The order of consideration and handling is as follows:
Within 07 days from the date the Order is damaged or lost, Consumer must provide BE GROUP valid invoices and evidences relating to the Shipments (hereinafter referred to as: “Lake preliminary ”).
Past the above 07-day time limit, if the Consumer does not provide or provide incomplete documents or does not come to work within the time as notified by BE GROUP, the compensation will be denied.
Within 07 days from the date of receiving the Consumers’ Claim Full Document, BE GROUP will notify the result of compensation settlement to the Consumer.
If the Consumer’s request is eligible for compensation as prescribed above, BE GROUP will pay the compensation to the Consumer within thirty (30) days from the date of notice of compensation.
* Compensation payment method: The payment of the compensation will be made by transfer to the Consumer’s Bank Account recorded in the Consumer’s claim file.

2. The driver’s liability to compensate for damage, loss or appropriation of Consumer’s items to BE GROUP 

In the event that the Driver damages, loses, appropriates, or appropriates Consumer’s items, BE GROUP has to compensate the Consumer in accordance with Clause 1, Section VII above, Be Group has the right to claim an Account. driver compensates BE GROUP with the amount compensated to the Consumer plus the costs BE GROUP paid for the settlement of the compensation case.

VIII. Terms of waiver for Be Group, liability

By accepting these Terms of Use, the Consumer agrees that BE GROUP and the Driver will be exempt from all liabilities, liability, compensation, and compensation for damages occurring in the following cases:
The cases specified in Clause 5, Section VI above.
Damage occurs solely due to a breach of the Consumer’s Terms of Use and or the Agreement (if any) and/or the inherent nature or defect of the Shipments.
Consumer fails to prove that the sending and damage of the Shipments is due to the fault of Be Group and/or the Driver.
The Shipments has been delivered and the Recipient has no response on receipt.
Shipments items are prohibited, restricted from circulation or traded; Shipments have no invoices, proof of Departure point, are temporarily seized, confiscated or destroyed under the decision of the competent authority.
items on the list of banned, restricted circulation, trading/transportation in accordance with current law.
Consumer does not have specific instructions on loading, unloading and preserving the Shipments, which leads to damage of the Shipments.
The Package was packed by the Consumer unsafely, which is the reason for the Package to be broken or damaged.
Shipped items are not packed, wrapped carefully and properly by Consumers.
Shipments are shipped in excess of the specified size, weight or out of time, the scope of the Service by Be Group.
Illegal and invalid items that are handled by relevant state agencies with regard to Shipments include, but are not limited to, fines, confiscation and forced destruction.
Consumer appoints the Recipient as a person under the age of 18 or who does not have full civil act capacity in accordance with current law.
Force majeure events are specified in the contract signed between the parties (if any) and in accordance with current law.
In the event that a part of the damage occurs due to the Consumer, Be Group is exempt from the liability to compensate for the damage corresponding to the level of damage caused by the Consumer.
Indirect damage or unrecognized resources caused by delay/damage/loss of documents or items.
Other cases of legal liability exemption as provided for by law.

IX. Rights and obligations of Be Group

BE GROUP commits to provide services to Consumers with service standards as announced in this regulation.
BE GROUP is exempt from liability under Section VIII above.
BE GROUP is refused service in the following cases:
items (property) deposited by the Consumer on the list of items banned from circulation in accordance with law.
The delivery/receiving address of the Package/Package is outside the scope of BE GROUP’s service provision.
Package/Package and/or Recipient/consignor Information is incomplete, inaccurate, or unclear.
Other cases as provided for by law and agreement of the parties.
Specific rights of BE GROUP:
Request the Consumer to inspect the Shipments in case there are signs that the Shipments are not correct, qualified, are suspected of banned items, items are commercially fraudulent or at the request of competent State agencies.
Refusing to pay compensation in case the Consumer misrepresents the content of the Shipments.
Refusing to provide the Service in the following cases:
Consumers violating related laws.
Shipped items on the list of items banned or restricted from trading or transported according to current law provisions.
The delivery/receiving address for Shipments is outside the scope of the Service.
Shipments Information and/or Recipient/consignor Information is not clear.
Using transaction information between Consumers to promote the brand, reputation of BE GROUP, unless the Consumer refuses in writing.
Other rights as provided for by law.
Obligations of BE GROUP:
Provide correct and complete information about the services provided, the service charge provided to the Consumer and the Driver.
Ensuring the quality of service committed to the Consumer.
Compensate for damage to the Consumer in accordance with this Regulation.
pick-up and resolve Consumer service complaints.
Transfer a refund or package to return to the Consumer when it is not delivered to the recipient, unless the Consumer requires otherwise.
Provide value-added invoices to Consumers as prescribed.
Other obligations as provided for by law.

X. Right and obligations of assets

The driver commits to provide services to the Consumer with service standards as announced in this regulation.
The driver is exempt from liability under Section VIII above.
The driver may be refused service in the following cases:
items (property) deposited by the Consumer on the list of items banned from circulation in accordance with law.
The delivery/receiving address of the Package/Package is outside the scope of BE GROUP’s service provision.
Package/Package and/or Recipient/consignor Information is incomplete, inaccurate, or unclear.
Consumer’s request to provide services in contravention of law.
In a force majeure event as prescribed by law.
Other cases as provided for by law.
The driver commits to comply with the Service Quality Assurance Regulations applicable to the Driver participating in the delivery of delivery services; Violation cases will be subject to sanctions announced by BE GROUP in each period.
In the event that the Driver damages, loses or destroys Consumer’s Shipments, he/she must compensate BE GROUP and the Consumer in accordance with this Regulation on compensation. Depending on each specific case, BE GROUP reserves the right to temporarily lock and permanently lock the Driver’s Be app account.
In case the Driver misappropriates or misappropriates Consumer’s items, they will have to compensate BE GROUP and Consumer in accordance with this Regulation. Depending on each specific case, BE GROUP reserves the right to temporarily lock and permanently lock the Driver’s Be app account. At the same time, BE GROUP has the right to bring the case to a competent state agency to handle in accordance with the law.
Other rights and obligations under the BE E-commerce platform Regulation, contracts, signed agreements and legal regulations.

XI. Rights and obligations of consumers

Consumers are responsible for following the correct transaction procedures and instructions; provide sufficient, authentic and timely information upon request when registering to use the application and during the use of the service. Be fully responsible and bear any damage that happens if you do not comply with this requirement.
The Consumer is solely responsible for the use of his account on the application system.
The Consumer may not use their non-own account to request to perform the Services.
The Consumer is responsible for the legality of the Shipments and ensures full ownership or authorization from the holder of the items.
The Consumer will provide full legal invoices and documents as prescribed by law when requesting the performance of the Service and/or requested by the competent state agency. At the same time, take all responsibility for working with governmental authorities in relation to Shipments.
The Consumer may not make a request to provide the service and then do not agree to use the service after the driver has arrived at the agreed destination.
Consumer is responsible for paying service charges and other charges as agreed.
Consumers must ensure and be responsible for the authenticity and completeness of the required information on the Be app (including personal information, cargo information, consignor information).
The Consumer will be responsible for all sanctioning decisions of the competent authorities and other legal obligations (if any) in relation to the Shipments including but not limited to fines, confiscation, forced destruction…
In the event that the Consumer has a violation or BE GROUP has grounds to suspect that the Consumer violates the provisions of BE GROUP, BE GROUP has the right to immediately lock the Consumer’s Be app account without having to take opinion or consent of the Consumer or any other third party. At the same time, the Consumer must return the COD amount that the driver has advanced (if any) to the driver or beGroup, pay the arising charges and take responsibility in accordance with the law.
Rights of Consumers:
Have the right to request BE GROUP to provide complete information related to the entire Service provision process.
Be ensured by BE GROUP confidentiality and safety for items sent during the delivery in accordance with the provisions of Laws.
Have the right to request BE GROUP to resolve valid claims about Supply Services used in accordance with applicable law.
Be compensated by BE GROUP for damage in accordance with this Regulation and the provisions of the law.
Specific obligations of the Consumer:
Arranging and arranging staff to check charges to ensure the agreed deadline.
Absolutely do not send articles or items that are prohibited by law from circulation.
Coordinate with BE GROUP to check the content of the Shipments (if any).
Provide full and valid invoices and documents of items sent to BE GROUP when sending items or upon request and take responsibility before, before law for the content of the Shipments, invoice, document of Departure point. Departure point of the Shipments.
Pay full service fee to BE GROUP.
Provide a full range of instructions related to the Shipments; information relating to the consignor and the Recipient on the Shipments.
In case the Consumer sends the items in the form of payment by the consignee, the Consumer commits to pay BE GROUP this freight and service charge if the Recipient refuses to pay.
The Consumer is responsible for working with the competent State authority in case the Shipments is seized due to lack of documents or the need for clarification of documents and items; Paying fines according to the decision of the competent state agency upon request.
Be responsible for all Recipient related information that the Consumer provides to BE GROUP. In case there is an error in the Recipient’s information or the consignee is not in accordance with the Recipient’s request due to the Consumer’s error, the Consumer is responsible for handling it with the recipient, and BE GROUP still charges the Service Fee for with the Order above based on the route taken.
Do not collude with the Driver in any form to appropriate the property of BE GROUP and/or harm BE GROUP’s image, reputation or brand.
Have other rights and obligations as provided for by law.

XII. Complaints and dispute settlement process

When there is any complaint about the quality of the Service, the Consumer can use one of the following methods to be resolved:
Contact through the hotline 1900 232345
Email: [email protected]
Reflect through Be app .
The statute of limitations for making a complaint is as follows:
Six (06) months from the date of completion of delivery/receipt of the claim for loss of the Shipments.
One (01) month from the date the items are delivered to the Recipient in respect of claims about damage to the items, the rates of the items and other matters directly related to the Shipments.
Time limit for complaint settlement: BE GROUP will resolve complaints within seven (07) working days from the date of receiving the complaint. For complicated cases, the complaint settlement time may be extended but not more than two (02) months from the date of receiving the complaint.
The complaint settlement is implemented step by step as follows:
In case the Consumer complains about the driver’s attitude, BE GROUP will comment, exchange with the driver and deduct points in the rating system of BE GROUP.
In case the Consumer complains about the loss, damage or loss of Shipments, BE GROUP will deal with the following steps:
Step 1: Make a Record of the incident
When there is an incident about the loss, damage or loss of Shipments, BE GROUP’s driver will take pictures, keep the status quo and make a Record of the incident with the Recipient. The content of the Minutes clearly states: Information about the Shipments; consignor; Recipient; Place; Date of acceptance for Shipments of the items; Describe in detail the current condition of the Shipments at the time the incident occurred. The driver will seal the items and sign for confirmation together with the witness. items sent will be packed and sealed as is. The minutes are sent to the Consumer care department of BE GROUP and the Consumer one (01) copy each. The driver updates the status on the Be app to let Consumers know.
Step 2: Transfer the incident information to the Consumer Care department (“CSKH”)
Immediately after making the Minutes, the driver immediately contact BE GROUP’s Consumer Care department via the call center 1900 232345, informing the order code, order status and the status of the Shipments; Consumer care department updates information sent by the driver or picked-up directly from Consumers through the call center.
Step 3: Consumer care department informs Consumers directly
Based on the information picked-up, the Consumer Care department will call or email the Consumer directly to notify the incident, and at the same time notify the BE GROUP’s responsibility for the implementation of compensation in accordance with the Regulations. this.
Step 4: BE GROUP made compensation and damages as committed
After reaching the consensus between the two parties, BE GROUP will compensate for damage provided that the Consumer has performed fully and in accordance with the process that BE GROUP has prescribed and instructed. Consumer agrees that it will not pick-up any compensation if the Consumer does not comply with the regulations and instructions of BE GROUP. The time limit for compensation will be made according to this Regulation or the signed contract of both parties (if any).
The settlement of disputes and complaints arising in accordance with the provisions of Vietnamese law.
Responsibilities of the parties to the settlement of complaints and disputes
BE GROUP respects and strictly complies with the provisions of the law on the protection of the interests of Consumers.
The driver is responsible for providing timely and complete documents/papers/authentic information related to the dispute and complaint to BE GROUP. BE GROUP will be responsible for providing information related to transactions and mediation in accordance with the Regulation on E-Commerce BE.
In the case of a transaction that arises a dispute or serious complaint and the fault belongs to the driver, BE GROUP has the right to take recommended measures, close the account or transfer it to the competent authority for settlement depending on the nature of the case and the extent of the Driver’s violation.

XIII. Terms of validity

This regulation takes effect 05 (five) days from the date of publication on the website www.be.com.vn and the Be app.
BE GROUP reserves the right to amend, supplement, and cancel these Terms of Use and publish it via BE GROUP’s app, website at least 05 (five) days before applying changes.
Consumers, drivers need to regularly monitor and update the changes of these Terms of Use to be able to understand and implement the regulations from time to time. these Terms of Use are published on the website: https://www.be.com.vn