HEVO CHARGE TERMS OF SERVICE

I. Definitions

• Application: The HEVO Charge mobile application available on Android and iOS platforms.
• Charging Station: A physical location equipped with one or multiple charging pedestals operated by HEVO or in partnership with HEVO.
• Charging Port: A specific charging connector or outlet on a pedestal, uniquely identified by a dedicated port code and QR code.
• Charging Session: A discrete charging operation measured from the moment power delivery begins until final settlement.
• HEVO Wallet: The prepaid balance stored in your account used exclusively to settle charging and related service fees.
• Top-Up Balance: The balance deposited using lawful real currency.
• Promotional Balance: Non-refundable credits granted by HEVO pursuant to marketing campaigns or loyalty programs.

II. Eligibility & Conditions of Use

• You must be at least 18 years of age and possess full legal capacity under applicable civil law.
• You must own and maintain an active Vietnamese mobile phone number capable of receiving one-time passwords (OTP).
• Your vehicle must be fully compatible with the connector type and electrical power specifications of the charging port, and must be maintained in a safe operating condition for charging.

III. User Account & Security

• Each verified mobile phone number corresponds to one unique account. Authentication is completed via OTP sent to that registered phone number.
• You are solely responsible for all activities and liabilities arising under your account, including all initiated charging sessions and wallet transactions.
• Do not disclose your OTP to anyone. HEVO will never request your OTP via phone calls, SMS, or email.
• You can review currently authenticated active sessions within the app and revoke access to any individual device. Modifying your registered phone number will automatically revoke all existing active sessions.
• Upon suspecting unauthorized account access, promptly revoke unrecognized devices and notify customer support immediately.

IV. Identity Verification (eKYC)

• To access specific platform features, HEVO may require electronic Know Your Customer (eKYC) verification. You shall provide valid government-issued identification and facial portrait photos, which are cross-verified by our authorized identity verification partners.
• You warrant that all submitted documents and information are authentic, accurate, complete, and legally valid.
• HEVO reserves the right to reject, suspend, or revoke verification results upon detecting inaccurate, forged, or misleading submissions.

V. HEVO Wallet & Balance

The HEVO Wallet is a prepaid credit balance designated solely for settling services provided by HEVO. The HEVO Wallet is not a payment account, does not constitute a third-party intermediary payment service, does not accrue interest, and cannot be used for peer-to-peer fund transfers. The wallet balance comprises two distinct components:

• Top-Up Balance: Used to pay charging fees and eligible for refund requests back to your designated bank account in accordance with HEVO's prevailing refund policies.
• Promotional Balance: Applicable solely toward charging fees, non-refundable, non-transferable, and potentially subject to expiration dates. During settlement, promotional credits are deducted first before utilizing your top-up balance.
• Pre-Authorization Hold: When initiating a charging session, HEVO applies a pre-authorization hold on your wallet to secure payment. This held amount is not the final charge: upon session completion, HEVO deducts the actual incurred fee and immediately releases the remaining balance. Pre-authorization holds are also utilized for overstay fee guarantees and pending refund orders.

VI. Top-Up & Invoicing

• You top up your balance via VietQR using your mobile banking application. HEVO credits the balance upon receiving automated confirmation from the acquiring bank or payment gateway partner.
• If your bank account has been debited but your wallet balance remains uncredited, please contact customer support with your transaction reference number. HEVO will reconcile with payment partners and process the credit accordingly.
• You may request statutory electronic VAT invoices for top-up transactions directly within the application. You are solely liable for the accuracy and completeness of the corporate or tax details submitted.

VII. Charging Services

• Select a charging port by scanning the on-port QR code, uploading a QR image from your gallery, or manually entering the port identifier.
• Prior to plugging in, the app displays estimated pricing and specific terms applicable to that port. Quotations are estimates only and do not represent final settlement totals.
• You may configure a charging limit target: by kilowatt-hours (kWh), by duration, or charge until full (provided the port supports automatic full-charge detection).
• During charging, the application displays real-time power, energy delivered, estimated accrued costs, and estimated time to completion. These telemetry metrics originate from the charging hardware and may experience latency during network instability.
• You may terminate the session via the application or directly at the charging pedestal. Sessions terminate automatically upon reaching target limits, depleting available wallet funds, or upon safety trip triggering.
• After stopping, HEVO settles the session and issues a detailed digital receipt in the application.
• The billable energy consumption is strictly determined by the hardware meter reading certified by HEVO, not the provisional telemetry displayed during active charging. In case of abnormal telemetry discrepancies, the session will undergo audit review prior to final settlement.

VIII. Pricing & Applicable Fees

Fees are applied pursuant to the published tariff of each specific station at the time of charging, which may vary by time-of-use (TOU) windows. Each session receipt provides an itemized breakdown:

• Energy Fee: Electrical energy consumed calculated against the applicable tariff rate and time-of-use window.
• Service Fee: Operational and infrastructure maintenance fee for utilizing HEVO's charging platform.
• Insurance Surcharge: Charging insurance protection fee, where applicable to the specific station.
• Overstay Fee: Assessed when a vehicle remains plugged into the port after the charging session has concluded, calculated based on idle occupancy duration. This fee incentivizes turnover to ensure port availability; please disconnect the cable and vacate the bay immediately upon session completion.
• HEVO reserves the right to amend pricing tariffs. Updated rates apply solely to sessions initiated subsequent to the effective date of the change and shall not apply retroactively to ongoing active sessions.

IX. User Responsibilities During Charging

• Inspect connectors and cables prior to plugging in; never use equipment exhibiting cracks, burn marks, exposed wiring, or abnormal moisture.
• Comply strictly with on-site signage, venue parking regulations, and statutory fire prevention and fighting (FPF) codes.
• Never tamper with, dismantle, modify, open enclosures, or bypass safety interlocks on charging pedestals, cabling, QR codes, or station hardware.
• Do not connect vehicles that fail safety standards, vehicles with unapproved electrical modifications, or non-electric vehicle loads.
• Safeguard your vehicle, helmet, and personal belongings. HEVO assumes no bailment or custody obligations over unattended property unless expressly agreed otherwise in a separate written agreement.

X. Prohibited Activities

• Using another person's account or allowing third parties to utilize your account for illicit gain.
• Exploiting system glitches, promotional loopholes, or refund workflows to misappropriate assets or energy.
• Creating multiple accounts to circumvent promotional caps or duplicate redemption privileges.
• Interfering with, port-scanning, reverse-engineering, decompiling, or imposing unreasonable loads on HEVO’s APIs, infrastructure, or applications.
• Utilizing the service for any unlawful or unauthorized purposes.

XI. Personal Data Protection

• The collection, storage, and processing of your personal data are governed by our Privacy Policy.
• The application requests location permissions to identify nearby stations and camera permissions to scan QR codes. You may withhold consent, in which case dependent features will be disabled while core capabilities to stop active sessions and review transaction logs remain accessible.

XII. Notifications & Alerts

• HEVO transmits transaction receipts, balance updates, and operational status notices via in-app feeds and push notifications. Marketing communications may be opted out within account settings.
• Critical notifications concerning active charging status, electrical faults, and payment security are mandatory to ensure operational safety.
• Should a push notification fail to deliver due to operating system constraints or network loss, the session state and balance recorded within the application database shall govern as the source of truth.

XIII. Customer Support & Complaints

• Support requests can be lodged directly within the application, accompanied by photo evidence where applicable, and tracked within the same support ticket thread.
• Billing discrepancies or transaction disputes must be formally lodged within 03 calendar days from the date of occurrence, referencing the relevant session ID or transaction code.

XIV. Service Interruptions & Limitation of Liability

• Charging availability relies upon grid stability, telecommunications infrastructure, hardware integrity, and upstream banking partner uptime. HEVO does not warrant uninterrupted, error-free service availability.
• To the maximum extent permitted by applicable law, HEVO is liable solely for direct, proven damages caused by HEVO's gross negligence, and shall not be liable for indirect, punitive, or consequential losses, including loss of time, lost business opportunities, or substitute transport expenses.
• HEVO shall not be liable for damages stemming from pre-existing vehicular battery defects, non-compliance with safety instructions, or force majeure events.
• Nothing in these Terms purports to exclude or limit statutory consumer protections that cannot be excluded under Vietnamese law.

XV. Third-Party Services

• HEVO incorporates third-party services for payment gateways, identity verification, geospatial mapping, push notifications, and crash monitoring.
• Your interactions with integrated third-party tools are subject to the respective terms and privacy conditions of those providers. Mapping data and tiles remain the proprietary intellectual property of the mapping provider.

XVI. Suspension & Termination

• HEVO may immediately suspend or terminate your account access upon reasonable grounds of fraud, material breach of these Terms, or directives from competent state authorities.
• Upon termination, unutilized deposited real balances (Top-Up Balance) are refunded pursuant to our standard refund procedures; promotional balances are automatically extinguished without reimbursement.
• You may request deletion of your account and personal data at any time within the Settings menu of the Application. HEVO retains mandatory audit records and financial transaction data strictly in accordance with statutory retention periods.

XVII. Amendments to Terms

• HEVO reserves the right to revise these Terms periodically.
• For material updates affecting your contractual rights and obligations, the application will display the revised terms and require affirmative consent prior to continued usage. Your recorded consent timestamp and accepted version number are archived for verification.

XVIII. Governing Law & Dispute Resolution

• These Terms are governed by and construed in accordance with the laws of the Socialist Republic of Vietnam.
• Any dispute arising out of or in connection with these Terms shall first be resolved through amicable negotiation. If unresolved, the dispute shall be submitted to the competent People's Court in Ho Chi Minh City for final adjudication.

XIX. Contact Information

These Terms take effect from the date of promulgation. For inquiries, technical assistance, or infrastructure reports regarding HEVO Charge, please reach out via: