I. General Principles and Terms

1. Definitions

1.1. NESPRESSO VIETNAM: Ân Nam Fine Food Co., Ltd., is the operator and manager of the NESPRESSO VIETNAM e-commerce website, offering products related to coffee, coffee machines, accessories, tools and products related to coffee preparation and enjoyment in Vietnam.
1.2. Website: The e-commerce website with the address hhttps://nespresso.vn/ is owned and operated by NESPRESSO VIETNAM.
1.3. Customer: An individual or organization making a transaction to purchase products on the Website or at NESPRESSO VIETNAM stores.
1.4. Product: Items sold on the Website, via hotline, through online sales partners, or at NESPRESSO VIETNAM stores, including products related to coffee, coffee machines, accessories, tools and products related to coffee preparation and enjoyment supplied by NESPRESSO VIETNAM.
1.5. Order: A transaction made by the Customer to purchase products on the Website, via hotline, through NESPRESSO VIETNAM's online sales partners, or at NESPRESSO VIETNAM stores.
1.6. Change: Any adjustments, additions, or deletions to the content of the Terms & Conditions made by NESPRESSO VIETNAM.

2. General Regulations

2.1 Product Sales: The products sold on the Website must fully comply with Vietnamese laws regarding quality, food safety and hygiene, origin, product labels, and other legal requirements for each type of product. NESPRESSO VIETNAM commits not to sell prohibited or restricted products, products with unclear origins, counterfeit goods, or fake goods.
2.2 Transparency and Fairness: All activities on the Website must be conducted publicly and transparently, ensuring consumer rights are protected.
2.3 By accessing and using the Website, the Customer is deemed to have read and accepted the current Terms & Conditions. NESPRESSO VIETNAM is responsible for publicly posting and clearly updating any changes, additions, or modifications to the Terms & Conditions on the Website. NESPRESSO VIETNAM will notify the Customer of such changes at least 30 days before they take effect, except in special cases required by law. In case the Customer does not accept these changes, kindly stop accessing and using the Website. The Customer is responsible for reviewing and updating the contents of the Terms & Conditions. After the amended Terms & Conditions are publicly disclosed, the Customer's continued use of the Website will be considered acceptance of the amended content.
2.4 Customer commitment when using the Website: The Customer commits and guarantees that: (i) the Customer is at least 15 years old or accessing the Website under the supervision of their parent or legal guardian, and (ii) the Customer has the full civil capacity to establish, perform, and be responsible for civil transactions as stipulated by current law.

II. Transaction Process

1. Placing an Order

1.1. NESPRESSO VIETNAM provides the following ordering methods: (i) Ordering directly at the store, (ii) Ordering via the hotline, (iii) Ordering online through the Website. 1.2. NESPRESSO VIETNAM reserves the right to refuse or cancel an order in cases where there is reasonable suspicion of risks related to the authenticity of the order, the Customer's ability to pay, or any other abnormal signs related to the order as per legal regulations. This Decision will be delivered to the Customer as soon as possible. 1.3. The Customer is responsible for providing complete and accurate information when placing an order, including full name, delivery address, contact phone number, and any other required information. NESPRESSO VIETNAM is not liable for any damage or loss arising from the Customer providing incorrect or incomplete information.
1.4. Customer is advised not to place orders simultaneously on the Website and/or at the store or via hotline for the same order to avoid duplication and inconvenience during the order processing.
1.5. Orders placed on weekends will be processed on the next working day. Orders placed outside working hours will be processed on the following working day.
NESPRESSO VIETNAM’s working hours will be publicly announced on the Website.
1.6. In case the Customer has urgent needs for an order, please contact directly via the hotline to place the order or visit the nearest NESPRESSO VIETNAM store for prompt assistance.
1.7. Shopping Process

Step 1: The Customer selects the product they wish to purchase and clicks on the "Cart" icon or the "Add to Cart" button to add the product to their shopping list.
Step 2: After selecting the products, the Customer should carefully check the prices, quantities, and product information in the cart before proceeding. Then, the Customer clicks the "Proceed to Checkout" button to continue with the payment process.
Step 3: The Customer provides all the necessary and accurate information for the order, including full name, delivery address, desired delivery time, order notes (if any), and contact details.
Step 4: The Customer selects the Shipping Method, Payment Method, Invoice information (if applicable), applies any vouchers or discount codes (if available), and checks the box "I have read and agree to the Terms & Conditions.”
Step 5: After reviewing all the order details, the Customer clicks the "Place Order" button. NESPRESSO VIETNAM will send the Customer an order confirmation message along with the order number.
Step 6: After receiving the order, NESPRESSO VIETNAM will process the delivery based on the provided address and recipient phone number. In case the recipient cannot be contacted, the delivery may be delayed.
Step 7: NESPRESSO VIETNAM will deliver the Order to the Customer through a delivery service provider.
Step 8: After successful delivery, NESPRESSO VIETNAM will issue an electronic VAT invoice (if requested) and send it to the email address provided by the Customer.

2. Payment Policy

2.1. Online payment by credit card or bank card must be completed in full before the Products are delivered.
2.2. Cash payment for online Orders is only available in Vietnam. Customers should prepare the Order amount for payment upon delivery.
2.3. Bank transfer: Payment instructions will be provided after each Order. Payment must be completed within 3 days from the date of placing the Order. NESPRESSO VIETNAM will confirm the payment within 24 hours before the Order is processed.

3. Delivery

3.1. NESPRESSO VIETNAM is committed to making its best effort to deliver products to the Customer as soon as possible through its internal delivery team or third-party courier services.
3.2. Free Delivery: NESPRESSO VIETNAM may apply a free-delivery policy from time to time. The applicable free-delivery conditions will be published on the Website at the time the Order is placed. 3.3. Shipping Fees: NESPRESSO VIETNAM will charge a delivery fee depending on the delivery area, which will be clearly displayed in the Order information.
3.4. Order Cancellation:
Customer is requested to contact the hotline at 1800 234 506 for assistance with order cancellation.

4. Delivery Time

4.1. For inner-city areas of Ho Chi Minh City: within 1–2 business days after the Order has been confirmed.
4.2. For suburban areas of Ho Chi Minh City: within 3–5 business days after the Order has been confirmed.
If no one is available to receive the Order upon delivery, the courier will notify Nespresso. A Coffee Specialist will contact the Customer to arrange the preferred delivery date. A delivery fee will be charged after three delivery attempts.

5. Confirmation of Goods Receipt

5.1. Responsibility for Order Verification and Product Condition: The Customer or the authorized recipient is responsible for checking and confirming the condition and quantity of the goods at the time of receipt from NESPRESSO VIETNAM or the delivery service provider. Any discrepancies in quantity or condition must be reported immediately.
5.2. Notification of Unsuccessful Delivery or Missing Items: In case the order is not delivered, partially delivered, or goods are lost, the Customer must notify NESPRESSO VIETNAM within 24 hours from the time the goods were delivered or were expected to be delivered. This allows NESPRESSO VIETNAM to promptly assist with reshipping the missing items or issuing a refund as outlined in Section 6.6.

6. Product Return and Refund Policy

6.1. Reasons for Accepting Returns and Exchanges
Product returns and exchanges are only accepted in the following cases:

a. Incorrect Product Delivery: This includes cases where the product received is not the correct type, style, or color, or does not match other characteristics as described and confirmed in the original order.
b. Incorrect Product Information: The information regarding ingredients, usage instructions, expiration date, or other details in the original order does not match the actual product received, affecting the Customer's purchasing decision and rights.
c. Manufacturer Defects: Products with defects in appearance such as deformation, scratches, stains, cracks, or issues arising from manufacturing, storage, or products showing signs of spoilage, lack of freshness, damaged packaging, or other quality and safety-related issues that NESPRESSO VIETNAM is responsible for.

6.2. Conditions for Accepting Returns and Exchanges

a. Products with defects or damages must be proven to be caused by NESPRESSO VIETNAM.
b. The Customer must provide images of the product for NESPRESSO VIETNAM to review and verify the issue before proceeding with the return or exchange.
c. NESPRESSO VIETNAM does not set a strict time limit for returns and exchanges. However, depending on the case, NESPRESSO VIETNAM will handle each situation flexibly and provide the best support for the Customer, provided the returned product does not fall under the non-returnable cases specified in Section 6.3.
d. When returning or exchanging, the product must be accompanied by the purchase invoice, unused, and in its original packaging with the warranty seal intact.
e. Returns and exchanges can only be processed at the exact NESPRESSO VIETNAM store where the product was purchased and cannot be conducted at other NESPRESSO VIETNAM locations.

6.3. Cases Not Accepted for Return or Exchange

a. Products damaged due to improper storage or handling by the Customer.
b. Products with removed labels, seals, or no longer in their original condition.
c. Products that have expired or passed their expiration date when the Customer attempts to return or exchange them.
d. NESPRESSO VIETNAM does not currently accept returns or exchanges due to a change of mind, except where otherwise provided by law or under a separate support policy announced from time to time.

6.4. Notification Timeframe for Support
The Customer is responsible for thoroughly checking the product’s condition and quantity upon receipt. If any discrepancies are found, the Customer has the right to refuse the product and notify NESPRESSO VIETNAM within 24 hours for assistance with returns, exchanges, or refunds. For notifications made after this period, NESPRESSO VIETNAM will respond based on the specific situation.
6.5. Return and Exchange Process

a. Customer must process returns or exchanges at the exact NESPRESSO VIETNAM store where the product was purchased.
b. Customer can bring the product to the store to verify its condition.
c. Within 01 to 03 working days after receiving the return or exchange request and the product, NESPRESSO VIETNAM will notify the Customer regarding the request's acceptance and proceed with the return or exchange within the next 01– 02 working days.
d. The exchanged product will either be the same product or a product of equal or higher value than the original.
e. If the product is accepted for return or exchange, the Customer must place a new order for the replacement product on the website and proceed with payment.

6.6. Refund Policy

a. Refund Processing Time (if applicable) depends on the processing time of the payment gateway and the payment bank. Typically, it takes 05-07 working days, or up to 45 working days depending on whether the payment method is a domestic or international card, starting from the day the Customer’s refund request is received.
b. In the case of a refund to an international bank card, the exchange rate and fees may apply at the time of the refund and will be subject to the bank’s regulations.
c. Customer will receive a refund if they accidentally pay the wrong amount, or if there is an error in the payment process (due to staff error, equipment failure, or banking transmission issues) that results in an incorrect payment amount.

7. Price

7.1. Selling Price: Product selling prices are detailed on the sales invoice. The selling price is valid at the time the Customer places the order and includes Value Added Tax (VAT) as required by law.
7.2. Delivery Charges: Delivery charges will apply to all orders, except those that qualify for free delivery under NESPRESSO VIETNAM's policy.

8. Customer Rights

8.1. Customer has the right to be informed and choose to comply with Section II – Transaction Process of NESPRESSO VIETNAM.
8.2. Customer has the right to receive clear and accurate information about goods, services, prices, terms of transaction, and purchasing policies.
8.3. Customer has the right to freely choose goods and services that suit their needs and make decisions based on the information provided.
8.4. Customer has the right to receive goods and services that meet the required quality standards, without defects that could pose a danger or negatively affect health and consumer rights.
8.5. Customer has the right to express concerns, file complaints, or request compensation in case their rights are violated and are entitled to support in resolving disputes.
8.6. Customer personal information must be securely protected, solely used for transaction purposes, and not disclosed to third parties without consent.

9. Customer Feedback Process

Step 1: NESPRESSO VIETNAM receives feedback and complaints from Customers via hotline 1800 234 506 or email contact@nespresso.vn.
Step 2: The receiving staff member apologizes and listens to all information provided by the Customer. The staff member also records the Customer's information in NESPRESSO VIETNAM's system, including name, telephone number and email address.
Step 3: The Customer's feedback or complaint is classified.
• If the complaint concerns a service or Product: Customer service staff record Product information (Product name, purchase date, place of purchase and expiry date), together with relevant images/evidence, particularly where the matter affects health (including symptoms), and then agree on a specific response date with the Customer.
• If the complaint concerns an employee or service: The staff member records the circumstances encountered by the Customer and the relevant store, together with the specific time, and then agrees on a specific response date.

III. Customer Information

1. Collection of Information

1.1. To carry out transactions or use NESPRESSO VIETNAM’s products and services, Customer may be required to provide certain personal data necessary depending on the relevant product, service, and transaction method, including full name, delivery address, telephone number, email address, account information, and information relating to orders and transactions. For payment information, NESPRESSO VIETNAM may engage payment service providers and other relevant parties to process transactions as needed and in compliance with applicable laws.
NESPRESSO VIETNAM collects and processes personal data only to the extent necessary, for the processing purposes notified to Customer, and on a lawful basis permitted under applicable laws. For processing purposes other than those necessary to carry out transactions, NESPRESSO VIETNAM will provide the necessary information and obtain the Customer’s consent or rely on another lawful basis for processing, as applicable.
1.2. Registering as a loyal Customer member will bring more benefits to Customer during the shopping process.
1.3. Customer is responsible for ensuring that all information provided is complete, accurate, and up-to-date. NESPRESSO VIETNAM is not responsible for any damage, loss, or disputes arising from incorrect information provided by the Customer.
1.4. The processing of Customer’s personal data is carried out based on the Customer’s consent or another lawful basis permitted under applicable laws. For sensitive personal data, NESPRESSO VIETNAM will notify Customer that such data constitutes sensitive personal data and will apply appropriate measures to protect and process it in accordance with applicable laws.
1.5. In connection with purchasing products, accessing the website or the NESPRESSO VIETNAM Application (App), or providing personal data to NESPRESSO VIETNAM through any online platform, the Customer’s consent constitutes an express and voluntary indication of the Customer’s agreement to authorize NESPRESSO VIETNAM and/or its service providers and partners supporting NESPRESSO VIETNAM in providing products and services and carrying out transactions as specified in Article 4.1, which are authorized by NESPRESSO VIETNAM to process the Customer’s personal data. The Customer’s consent may be provided by clicking and selecting the Cookie checkbox stating “I agree to NESPRESSO VIETNAM processing my personal data in accordance with the personal data protection policy” or other similar statements displayed on the NESPRESSO VIETNAM App, website, or any other platform operated by NESPRESSO VIETNAM.

2.1. Storage and Security of Information

2.1. NESPRESSO VIETNAM is committed to complying with applicable Vietnamese laws on personal data protection and information security. Customer’s personal information and transaction data will be securely stored within NESPRESSO VIETNAM’s systems.
2.2. To ensure that transactions are completed successfully and to minimise potential risks, Customer should not provide payment information or account information to any third party via email or unofficial communication channels. NESPRESSO VIETNAM shall not be liable for any loss or damage arising from the Customer’s voluntary disclosure of information to third parties or use of unofficial communication channels, except as otherwise provided by law.
2.3. Customer must not use any programs, tools, or other means to interfere with the system or modify its data structure. Any dissemination, promotion, or encouragement of activities intended to interfere with, damage, or compromise the Website system is strictly prohibited. Any violation may be handled in accordance with applicable laws and NESPRESSO VIETNAM’s applicable terms and policies.
2.4. NESPRESSO VIETNAM is committed to implementing appropriate technical and organizational measures to protect Customer’s personal data against unauthorized access, loss, disclosure, or other forms of compromise.
2.5. NESPRESSO VIETNAM retains personal data for as long as necessary for each processing purpose and in accordance with the retention periods prescribed by law. Where personal data is no longer necessary and is not required to be retained under applicable laws, NESPRESSO VIETNAM will delete, destroy, or anonymize such data in accordance with applicable laws.

3. Use of Customer Information

NESPRESSO VIETNAM processes Customer’s personal data for the specific purposes notified in this Policy and/or at the time of data collection, based on the Customer’s consent or another lawful basis permitted under applicable laws, including but not limited to the following:
3.1. To deliver goods to the address provided by the Customer.
3.2. To process orders and resolve any issues related to the Customer's requests.
3.3. To provide Customer with information about promotions, special offers, products, services, events, and other marketing activities of NESPRESSO VIETNAM through the communication channels selected by, or to which, the Customer has consented, to the extent permitted by applicable laws. Customer has the right to withdraw their consent or opt out of receiving marketing communications in accordance with the instructions provided by NESPRESSO VIETNAM.
3.4. To provide services and other conveniences to Customer, introduce NESPRESSO VIETNAM’s new products and services, and, where required by applicable laws or where the Customer has provided consent, analyze the Customer’s purchase history, interactions, and preferences to personalize the Customer’s experience and recommend suitable products and services.
3.5. To operate, maintain, and improve the Website and related systems, including detecting and remedying errors, ensuring information security, and maintaining the continuity of system operations.
3.7. To optimize the Website, including analyzing Website usage, improving functionality and user experience, and, to the extent permitted by applicable laws, conducting marketing and communication activities. The use of non-essential cookies or tracking technologies shall be subject to the Customer’s applicable consent mechanism.
3.8. To store and manage personal data, maintain backups for disaster recovery purposes, ensure system continuity, and implement information security measures.
3.9. To comply with applicable laws and requirements of competent authorities, including but not limited to obligations relating to reporting, record retention, accounting, taxation, auditing, promotions, and other legal obligations.
3.10. NESPRESSO VIETNAM shall not process Customer’s personal data beyond the scope of the purposes notified to Customer, unless the Customer has provided consent or another lawful basis for processing is available under applicable laws.

4. Sharing Customer Information

NESPRESSO VIETNAM is committed to respecting privacy and safeguarding Customer’s personal information. NESPRESSO VIETNAM only provides or shares personal data to the extent necessary to carry out the processing purposes that have been notified to Customer, including the following cases:
4.1. Service providers and partners supporting NESPRESSO VIETNAM in providing products and services and carrying out transactions, including delivery service providers, messaging service providers, payment processors, information technology service providers, data storage providers, customer service providers, and other relevant service providers. The provision or processing of personal data by these parties shall be carried out to the extent necessary for the purposes assigned to them and in accordance with their respective roles, agreements, and applicable legal requirements. NESPRESSO VIETNAM shall implement appropriate measures to require recipients or processors of personal data to protect personal data in accordance with applicable laws. These parties may only process personal data to the extent necessary for the purposes assigned to them and in accordance with applicable agreements, contracts, and/or applicable laws.
4.2. When required by competent government authorities or in accordance with legal regulations.
4.3. Other third parties if the Customer consents on a case-by-case basis.

5. Use of Cookies

5.1. NESPRESSO VIETNAM may automatically collect certain information through cookies and server logs when Customer access the Website and select the types of cookies they consent to use (essential cookies are used by default to operate the Website; other types of cookies, such as analytics and advertising cookies, are only activated upon the Customer’s consent), including information about service usage, language, browser, and IP address.
5.2. Cookies help NESPRESSO VIETNAM identify Customer, remember personal preferences, and troubleshoot issues, thereby enhancing the quality of services and the shopping experience.
5.3. Customer may refuse non-essential cookies through their browser settings or the cookie management tool available on the Website without affecting their ability to use the basic functions of the Website. However, refusing such cookies may affect the Customer’s experience when using personalized features (if any) on the Website.

6. Customer Benefits

Customer, as data subjects, has the following rights under the Law on Personal Data Protection 2025:

a. The right to be informed of the processing of their personal data;
b. The right to consent or refuse to consent to the processing of their personal data;
c. The right to access, review, amend, or request the amendment of their personal data;
d. The right to withdraw their consent to the processing of their personal data;
đ. The right to request the provision, amendment, or deletion of their personal data in accordance with applicable laws;
e. The right to restrict or request the restriction of the processing of their personal data;
g. The right to object to the processing of their personal data for the purpose of preventing or restricting the disclosure or use of their personal data for advertising or marketing purposes;
h. The right to lodge complaints, denunciations, or initiate legal proceedings in accordance with applicable laws;
i. The right to request compensation for damages in accordance with applicable laws in the event of a violation of regulations on the protection of their personal data;
k. The right to request competent authorities or organizations to take measures or solutions to protect their personal data in accordance with applicable laws.

Customer may exercise the above rights through any of the following methods:

a. Log in to the Customer information management page to independently amend or delete their personal data, to the extent permitted by the functions available on the Website. b. Call the hotline at 1800 234 506 hoặc email contact@nespresso.vn to request the exercise of rights relating to personal data, including requests to access, obtain, amend, delete, restrict processing of, or object to the processing of personal data, or to withdraw consent, subject to the rights available under applicable laws.
NESPRESSO VIETNAM may request information necessary to verify the identity of the requester before processing the request.
c. NESPRESSO VIETNAM shall receive and respond to Customer’s requests within the time limits prescribed by applicable laws. Where NESPRESSO VIETNAM is unable to fulfill a request, it shall clearly notify the Customer of the reasons therefor.

IV. Protection of Customer Personal Data

1. Purpose and Scope of Data Collection

1.1. Personal data collected through the Website at https://nespresso.vn/ may include full name, email address, telephone number, delivery address, account information, information relating to orders and transactions, and date of birth where necessary to verify age, administer the membership program, or comply with legal requirements. Personal data is collected and processed depending on the relevant products, services, and specific purposes, including carrying out transactions, delivering goods, managing accounts, complying with legal obligations, administering loyalty programs, and conducting marketing or personalization activities where there is an appropriate lawful basis for processing under applicable laws.
1.2. Customer is responsible for maintaining the confidentiality of their account information, including their username, password, and contact email account. In the event of any unauthorized use or security breach, Customer should promptly notify NESPRESSO VIETNAM so that appropriate and timely measures can be taken.

2. Scope of Use of Information

2.1. Customer’s personal data may be used to:

a. Provide products and services as requested;
b. Send notifications regarding transactions and other activities between Customer and the Website;
c. Prevent account misuse, disruption, or fraudulent activities;
d. Contact Customer to resolve issues arising in connection with transactions

2.2. As required by applicable laws, NESPRESSO VIETNAM shall provide Customer’s personal data to competent state authorities upon a lawful request and to the extent permitted by applicable laws.
2.3. NESPRESSO VIETNAM shall not use personal data for purposes other than those notified to Customer, except where permitted or required by applicable laws.

3. Data Retention Period

3.1. Customer’s personal data shall be retained for as long as necessary to fulfill the relevant processing purposes or for the retention periods required by applicable laws, including applicable retention periods for accounting documents, invoices, and transaction records.
3.2. Upon completion of the relevant processing purposes, or where a Customer withdraws consent or requests deletion of personal data, or where an account is no longer valid for use because the registration information has been determined to be fraudulent, NESPRESSO VIETNAM shall process such request in accordance with applicable laws and assess any obligation to continue retaining the relevant data under regulations on accounting, taxation, invoices, transactions, and other legal obligations. The withdrawal of consent or request for deletion shall not affect the lawfulness of processing carried out before such withdrawal, where provided by applicable laws. Where personal data cannot be deleted or destroyed for legitimate reasons, NESPRESSO VIETNAM shall notify the Customer accordingly.

4. Authorized Parties to Access Data

Customer’s personal data shall only be accessed and processed to the extent necessary for the notified processing purposes. Persons or entities that may be authorized to access or process personal data include authorized personnel of NESPRESSO VIETNAM, service providers and partners supporting NESPRESSO VIETNAM in carrying out transactions and providing products and services, and competent state authorities where required or permitted by applicable laws. Internal access to Customer’s personal data shall only be granted to personnel whose duties are relevant to such data and shall be subject to NESPRESSO VIETNAM’s internal confidentiality requirements.

5. Methods and Tools for Users to Access and Edit Their Personal Data

5.1. Customer may log in to their accounts to review and amend their personal data, or submit a request to NESPRESSO VIETNAM for assistance in reviewing, updating, amending, or deleting their personal data.
5.2. In case a Customer believes that their personal data has been accessed, used, disclosed, or processed in violation of applicable laws, the Customer may contact NESPRESSO VIETNAM via hotline 1900 63 64 31 or email customerservice@annam-gourmet.com. NESPRESSO VIETNAM shall receive and process the request in accordance with its internal procedures and applicable laws.

6. Commitment to Protect Customer Personal Information

6.1. NESPRESSO VIETNAM is committed to implementing appropriate technical and organizational measures to protect Customer’s personal data against unauthorized access, use, alteration, disclosure, or destruction. The collection and use of each Customer’s personal data shall only be carried out with the Customer’s consent or on another lawful basis permitted under applicable laws.
6.2. NESPRESSO VIETNAM shall not use, transfer, provide, or disclose personal data beyond the scope of the notified processing purposes, except with the Customer’s consent or permitted or required by applicable laws.
6.3. NESPRESSO VIETNAM shall implement appropriate measures to protect online transaction data, invoice information, electronic records, and other data stored in NESPRESSO VIETNAM’s systems against the risk of unauthorized access, use, alteration, disclosure, or destruction.

V. Protecting the Rights of Vulnerable Customer Groups

1.1 NESPRESSO VIETNAM fully complies with regulations protecting the rights of vulnerable Customer groups under the Law on Consumer Protection 2023, including:

a. Elderly people.
b. Disabled people.
c. Children.
d. Ethnic minorities and people living in economically disadvantaged areas.
e. Pregnant women or women with children under 36 months old.
f. People suffering from serious illnesses.
g. Members of low-income households.

1.2. Our policy for vulnerable Customer groups:

a. Receive and process complaints and feedback from this group with the highest priority.
b. Do not refuse to resolve complaints based on differences in language, customs, or other factors.
c. Employees should not discriminate against or exploit the vulnerability of Customer to infringe upon their legitimate rights.
d. Do not transfer complaints to third parties unless the third party has a related responsibility. In cases where complaints are rejected, NESPRESSO VIETNAM will provide written feedback, clearly stating the reasons for the refusal and the relevant legal basis.

VI. Policy for Customer participating in the Loyalty Program:

1. Program Registration

1.1. Customers may voluntarily register to participate in NESPRESSO VIETNAM's Membership Program through the Website or directly at NESPRESSO VIETNAM stores.
1.2. Each Customer may register and use only one Membership account. Customers are responsible for providing complete, accurate and up-to-date information throughout registration and participation in the Program.
1.3. Participation in the Membership Program is entirely voluntary and is not a mandatory condition for Customers to purchase Products or use NESPRESSO VIETNAM's services.

2. Membership Account and Transaction History

2.1. The Membership account is used to record Membership information, purchase and transaction history, reward points, Membership tier and related benefits under the policies applicable from time to time.
2.2. Customers are responsible for keeping their account information confidential and notifying NESPRESSO VIETNAM if they discover unauthorized use of the account or discrepancies in information, transaction history, reward points, Membership tier or benefits.

3. Reward Points and Membership Tiers

3.1. Members may accumulate reward points and be assigned Membership tiers based on conditions announced by NESPRESSO VIETNAM from time to time.
3.2. The method of recording points, point-earning rate, tiering conditions, maintenance or change of Membership tier and eligible transactions will be specified in the detailed rules of the Membership Program.
3.3. Reward points have an expiry period. The validity period, expiry date and treatment of expired points will be notified by NESPRESSO VIETNAM under the policy applicable from time to time.
3.4. Reward points and Membership tiers have no cash value and may not be bought, sold, assigned or transferred between accounts, unless otherwise provided by NESPRESSO VIETNAM.

4. Membership Benefits

4.1. Depending on the Membership tier and policies applicable from time to time, Members may receive benefits, promotions, gifts on special occasions, customer care programs, events or other benefits announced by NESPRESSO VIETNAM.
4.2. Each benefit or promotion may have its own conditions, scope and validity period. Members are responsible for checking applicable conditions before use.
4.3. Membership benefits may not be converted into cash or transferred to third parties, except as specifically provided in an individual program.

5. Adjustment of Reward Points, Tiers and Benefits

5.1. NESPRESSO VIETNAM has the right to adjust or revoke reward points, benefits or Membership tiers in cases of technical errors, cancelled or returned transactions, incorrect recording, fraud, abuse of the Program or violations of these Terms and Conditions.
5.2. In the event of a complaint concerning reward points, Membership tier or benefits, transaction data recorded in NESPRESSO VIETNAM's system will serve as the basis for review and resolution, unless the Customer provides other appropriate supporting documents.

6. Suspension or Termination of Membership

6.1. NESPRESSO VIETNAM has the right to temporarily suspend or terminate a Membership account in the following cases:

a. Registration information is inaccurate, incomplete or shows signs of being fraudulent;
b. The account shows signs of fraud or abuse of reward points, promotions or Membership benefits;
c. The Customer violates the Terms and Conditions or the rules of the Membership Program;
d. At the request of a competent state authority or as required by law.

6.2. Depending on the circumstances, unused reward points, Membership tier and benefits may be suspended, adjusted or cancelled in accordance with the Program policy and applicable law.
6.3. NESPRESSO VIETNAM will notify the Customer of suspension or termination of the account, except where notification is prohibited by law or immediate action is required to prevent fraud and protect the system.

7. Withdrawal from the Program

7.1. Customers have the right to request termination of their Membership by contacting hotline 1800 234 506, email contact@nespresso.vn or other methods announced by NESPRESSO VIETNAM.
7.2. When a Membership account is terminated at the Customer's request, unused reward points, Membership tier and benefits will expire and will not be convertible into cash, unless otherwise provided by NESPRESSO VIETNAM or applicable law.
7.3. Termination of Membership, withdrawal of consent or a request for deletion of personal data will be handled in accordance with NESPRESSO VIETNAM's Personal Data Protection Policy and applicable law. Data necessary for accounting, tax, invoicing, transaction or legal compliance purposes may continue to be retained for the period prescribed by law.

8. Changes to or Termination of the Program

8.1. NESPRESSO VIETNAM has the right to amend, supplement, suspend or terminate all or part of the Membership Program from time to time.
8.2. Changes affecting Members' benefits will be notified on the Website or through an appropriate communication method before taking effect, in accordance with law.
8.3. The Customer's continued use of the account or Membership benefits after the changes take effect will be deemed to constitute the Customer's reading and acceptance of the updated contents, to the extent permitted by law.

VII. Amendments to the Terms and Conditions

NESPRESSO VIETNAM reserves the right to amend, update, or modify the terms of this Privacy Policy at any time by publishing the updated Terms and Conditions on the Website. Accordingly, NESPRESSO VIETNAM recommends that Customer regularly access and review the Website to stay informed of the latest changes. Customer’s continued use of the Website after any amendment, update, or modification to these Terms and Conditions shall constitute their acceptance of such amendment, update, or modification.

VIII. Contact Information for the Processing of Customer’s Personal Data

If Customer has any questions, requests, concerns, or complaints relating to their personal data, please contact NESPRESSO VIETNAM using the information below (which may be updated from time to time):
Ân Nam Fine Food Co., Ltd.
Address: No. 41 Thao Dien Street, An Khanh Ward, Ho Chi Minh City, Vietnam.
Hotline: 1800 234 506
Email: contact@nespresso.vn
Version updated and issued for the 3rd time, effective from 21st October 2026.