RIGHTS AND OBLIGATIONS OF KOKI AND USERS

1.1. Obligation to provide the service as published

Koki undertakes to:

• Provide the service in accordance with the content, features and entitlements published on the Pricing page, the checkout screen or in the application at the time the user transacts
• List prices clearly in Vietnamese Dong (VND) under the Pricing Policy
• Send the Premium redemption code to the email address provided by the buyer, within the deadlines set out in the Service Provision, Service Termination and Refund Policy
• Keep the service stable as far as reasonably possible, subject to the conditions and limitations published in Conditions and Limitations on the Provision of Services
• Record and preserve the Premium term the user has paid for.

1.2. Obligation to protect user information

Koki undertakes to:

• Collect, use, store and protect users' personal data under the Privacy Policy and Vietnamese law on personal data protection
• Use personal data only for the purposes notified
• Apply reasonable technical and organisational measures to protect data against unauthorised access, disclosure or use
• Not sell users' personal data to third parties
• Receive and handle user requests to access, correct or delete data, or to withdraw consent, under the Privacy Policy and the Delete Account page.

1.3. Obligation to receive and handle complaints

Koki undertakes to:

• Maintain the published channels for feedback, requests and complaints
• Receive, acknowledge and respond within the deadlines set out in the Methods for Receiving and Resolving Feedback, Requests and Complaints
• Notify users of the outcome
• Cooperate in good faith to resolve disputes by negotiation before referring a matter to a competent authority.

1.4. Obligation to give notice of significant changes

Koki undertakes to give advance notice through the application, the koki.vn website or by email of significant changes affecting user entitlements, including:

• Changes to the Terms of Service or the published policies
• Changes to prices or to the structure of service plans
• Discontinuation of a significant feature or of the entire service
• Planned maintenance causing a significant service interruption.

Changes are not applied retroactively in a way that unlawfully reduces entitlements already arising from completed transactions.

1.5. Right to suspend or terminate an account

Koki may suspend or terminate an account where the user breaches the Terms of Service, including:

• Payment fraud, unfounded transaction disputes, or abuse of promotional programmes
• Unauthorised copying, exploitation or distribution of Koki content
• Sharing an account or redemption code beyond the scope of personal use
• Using the service for unlawful purposes or in a way that infringes the rights of others
• Attacking, scanning, automating or otherwise affecting the system and other users
• Providing false information when registering or paying.

Before acting, Koki considers the seriousness of the breach and, where circumstances permit, gives notice so the user has an opportunity to remedy the issue or respond. The consequences of termination and any remaining entitlements are handled under the Service Provision, Service Termination and Refund Policy.

1.6. Right to maintain, upgrade and change system functionality

Koki may maintain, upgrade, extend or change the functionality of the system in order to improve service quality, protect system security, or comply with legal requirements.

In doing so, Koki ensures that Premium entitlements already paid for and still within their term are not forfeited. Details are set out in Conditions and Limitations on the Provision of Services.

1.7. Other rights of Koki

• Intellectual property rights in the application, the website, the learning content, the brand and the materials created by Koki
• The right to decline to provide the service in the cases set out in Conditions and Limitations on the Provision of Services
• The right to claim compensation for actual damage caused by a user's breach, in accordance with the law.

2.1. Obligation to provide accurate information

Users undertake to:

• Provide accurate, complete and up-to-date information when registering an account
• Provide the correct email address when purchasing Premium, because the redemption code is sent to that address
• Provide the correct details when paying and keep the transfer reference generated by the system, under the Payment Policy
• Bear the consequences of incorrect or incomplete information they provide.

2.2. Obligation to keep the account secure

Users undertake to:

• Keep their login credentials confidential and not disclose them to others
• Not transfer, rent, sell or share their account or redemption codes with third parties
• Notify Koki immediately if they discover unauthorised access to their account
• Be responsible for activity carried out through their account, unless they can show the fault lies with Koki.

2.3. Obligation to use the service lawfully

Users must not:

• Use the service for purposes contrary to Vietnamese law or the law of their place of residence
• Upload, share or transmit content that breaches the law, infringes the rights of others, or offends public morals
• Disrupt, harass or infringe the interests of other users
• Interfere with, scan, attack or exploit vulnerabilities in the system
• Use automated tools to access the service beyond what is permitted.

2.4. Obligation to respect intellectual property

Users must not copy, download without authorisation, modify, translate, redistribute, resell, rent, broadcast, publish or commercially exploit Koki's learning content, images, audio, software, brand or materials, except with Koki's written permission or as permitted by law.

Content created by users (personal card sets) belongs to the user, who is responsible for ensuring it does not infringe the rights of third parties.

2.5. Rights of users

Users have the right to:

• Receive the service in accordance with the content, features and entitlements published at the time of the transaction
• Be fully informed about prices, payment methods, the term of use and the conditions and limitations of the service before transacting
• Have their personal data protected, and to access, correct or delete their data and withdraw consent under the Privacy Policy
• Receive support through the published channels
• Submit a complaint and receive a response within the deadlines set out in the Methods for Receiving and Resolving Feedback, Requests and Complaints
• Request a refund where the conditions in the Service Provision, Service Termination and Refund Policy are met
• Stop using the service at any time, by ceasing to use it or by requesting account deletion via the Delete Account page
• Receive advance notice of significant changes affecting their entitlements
• Retain a Premium term already paid for, in the cases set out in the published policies.

2.6. Note on purchases through the App Store and Google Play

Premium purchases made in the application through the Apple App Store or Google Play are also subject to that platform's terms, payment policy and refund policy.

For those purchases, refund requests must be submitted to that platform. Koki assists users as far as it can but does not replace the platform's own process.