Terms of service

1.1 Contracting entity

These Terms of Service ("Agreement") govern your access to and use of DING OS (getding.io), including its web applications, desktop and mobile applications, custom merchant portals, counter terminals, and backend APIs (api.getding.io) (collectively, the "Platform"). The Platform is owned and operated by Trip Express Vietnam Company Limited, a company incorporated in Vietnam under Business Registration and Tax ID 0402217820 (issued December 18, 2023 by the Department of Planning and Investment of Da Nang City), with its principal office at 210 Diep Minh Chau, Da Nang City, Vietnam ("Company", "We", "Us", or "Our").

1.2 Authority to bind

By creating a workspace, subscribing to a plan, or operating the Platform on behalf of a restaurant, hotel, resort, spa, travel agency, retail store, sports facility, or corporate entity ("Merchant" or "You"), you represent and warrant that you have full legal authority to bind that entity to this Agreement.

2.1 Workspace provisioning

Each Merchant workspace is provisioned with a unique organization_id and authenticated via OneUID (uid.one) federated identity credentials. You are responsible for maintaining the confidentiality of all administrator and staff credentials assigned to your workspace.

2.2 Staff permissions

Workspaces support role-based access levels (Owner, Admin, Member, and Viewer). You are responsible for all actions, catalog edits, order settlements, and customer communications performed by staff members authorized under your workspace.

3.1 Direct ordering portals

DING OS provides stateless QR ordering, Open-Tab post-audit reconciliation, time-slot court and room reservations, and direct checkout storefronts. Each scanned QR code binds the buyer session to the verified physical or virtual Unit identifier (reference) so orders are routed accurately to your counter queue. Appointment scheduling features operate strictly for commercial time-slot booking, deposits, and visit reminders; the Platform is not an electronic health or medical record system and must not be used to store clinical diagnoses, patient charts, or electronic prescriptions.

3.2 First-party CRM

The Platform enables you to maintain customer profiles, phone lookup directories, VIP membership tiers, and member cashback balances within your isolated workspace.

3.3 Counter dispatch

Front-desk and counter terminals receive real-time tickets paired with dual-modality alerts (an 880Hz acoustic chime and a persistent visual notification banner) alongside staff creator attribution (booking.owner) and operational role assignments (SALES, OPERATIONS, FINANCE, MANAGER, OBSERVER). The Platform does not apply any fixed default commission percentage; each Merchant independently determines and reconciles staff compensation according to its own internal policy.

3.4 Operational governance

Depending on your active plan or enabled modules, the Platform provides cross-department Kanban task boards, OKR and KPI goal hierarchies, a 1-click Staff Quota Planner, and an encrypted Ticket Voucher Vault (AES-256-GCM envelope encryption with HMAC-SHA256 blind indexing) for event, attraction, and tour operators.

3.5 Market insights

The Platform provides de-identified regional Market Insights (Finance -> Market Insights) aggregating consumer purchasing power (AOV), 5-window daypart demand (When), zone and fulfillment mix (Where), and category velocity (What). Regional benchmarks are surfaced strictly when a geographic zone and sector cohort satisfies a minimum threshold of fifteen (`k-Anonymity >= 15`) distinct active merchant organizations. Market Insights data is provided solely as statistical operational intelligence and does not constitute financial, investment, or legal advice.

4.1 Independent data controller

You retain full ownership and control over all customer names, phone numbers, email addresses, order histories, and loyalty balances collected within your workspace ("Merchant Customer Data"). Under applicable data protection laws (including GDPR, CCPA, PDPA, and Vietnamese Personal Data Protection regulations), Merchant acts as the independent Data Controller and Trip Express Vietnam Company Limited acts solely as a Data Processor.

4.2 Re-selling compliance

When using DING OS CRM tools, loyalty wallets, or messaging channels to re-sell or send promotional offers to past buyers, you are solely responsible for:

• Obtaining prior, verifiable opt-in consent from each recipient where required by law.
• Honoring customer opt-out and unsubscribe requests promptly.
• Complying with all applicable telemarketing, e-privacy, and anti-spam regulations.

5.1 Assistive nature

The multilingual AI Sales Specialist, Guest Concierge, Staff Copilot, and Universal AI Email Ingest operate strictly as probabilistic, assistive software tools grounded in the catalog items, prices, inventory allotments, and custom instructions (Skills, FAQs, SOPs, and tool permissions) configured by your workspace. Because generative artificial intelligence can misinterpret natural language, unstructured inbound emails, or complex customer requests, AI outputs are non-binding operational drafts and never constitute a legal, financial, medical, allergen, or commercial guarantee by Trip Express Vietnam Company Limited. The AI is prohibited from inventing prices for unlisted services; custom B2B or group requests are captured as structured quote inquiries (capture_inquiry) for review by your sales team.

5.2 Order reconciliation

The Merchant is the sole final decision-maker and bears 100% ultimate responsibility for all consultations, quotes, and orders. Every order created, modified, or ingested with AI assistance (create_order, reconcile_order, settle_folio, transfer_folio, assign_unit, capture_inquiry, or email ingestion) is surfaced to your counter dispatch queue and staff interfaces with dual-modality alerts (an 880Hz acoustic chime and a visual notification banner) specifically so your staff can review it. Prior to preparing food, dispatching services, locking units, issuing tax invoices, or collecting settlement, you and your staff must independently audit, reconcile, and verify all items, quantities, pricing, tax rates, allergen warnings, and customer details directly with the buyer.

5.3 Email forwarding

When configuring automatic email forwarding from your reservation or order mailboxes to your designated @getding.io ingestion address, you must enable "Keep a copy in the Inbox" in your email provider settings so your primary mailbox remains your authoritative backup record at all times.

5.4 Sponsored recommendations

Where enabled by the Merchant, contextual non-competing travel or mobility suggestions powered by trip.express (?affiliate=<merchant>) are surfaced inside AI Concierge conversations while strictly filtering out same-sector competitors. Any AI chat session displaying a sponsored partner recommendation (metadata.sponsored = true) is 100% subsidized by trip.express and consumes $0 of your AI chat quota.

6.1 Non-custodial pass-through

DING OS is a software technology provider, not a bank, money transmitter, payment institution, or escrow agent. When buyers pay via dynamic bank QR codes (VietQR, PromptPay, PayNow, Pix, UPI, EPC, etc.) or external payment links (Stripe, PayPal, Wise, Revolut, Square), funds flow directly between the buyer and your designated bank account or licensed payment processor.

6.2 Merchant of record

You are the sole Merchant of Record for all goods, meals, reservations, and services sold through your workspace. You are solely responsible for issuing statutory tax invoices, collecting and remitting VAT, GST, or sales taxes, and resolving buyer refund requests or chargebacks.

7.1 Plan schedule

All 6 Core Modules (Orders, Catalog, Unlimited QR Units, Customer CRM, Membership Cashback, and Folios) and physical or virtual QR spots (Units) are provided at $0 and unlimited capacity across all plans. DING OS offers four progressive operational tiers billed monthly or annually (with a 20% annual discount):

Workspaces on the Free plan may also enable team governance modules a-la-carte: Tasks ($9/mo annual or $12/mo monthly, bundled in Starter, Business, and Enterprise) and Goals ($15/mo annual or $19/mo monthly, bundled in Business and Enterprise). Enterprise includes Multi-Property HQ consolidated P&L, full regional Market Insights heatmaps with scheduled BI CSV and webhook export, automated tax E-Invoice and accounting ERP connectors, and white-label custom SMTP with a dedicated IP.

7.2 Overage protection

Front-desk and ordering operations are never halted when monthly included quotas are reached. Usage is governed by our 4-Tier Metering Waterfall: (1) $0 Sponsored Cross-Sell sessions; (2) Included monthly plan quotas; (3) Promotional Platform AI Launch Credits (up to $300 USD unlocked across workspace onboarding +$100, custom domain verification +$100, and verified payment card +$100, which are non-transferable and carry no cash redemption value); and (4) Paid overage bounded by your configurable monthly Spending Cap with automated 80% and 100% threshold alerts.

7.3 Plan changes

Subscription fees are billed in advance and are non-refundable except where required by applicable law. Mid-cycle upgrades take effect immediately with daily pro-rated billing; downgrades and cancellations take effect at the end of the current paid billing cycle.

8.1 Platform rights

Trip Express Vietnam Company Limited retains all right, title, and interest in and to the DING OS Platform, source code, algorithms, interface designs, documentation, and trademarks registered under Nice Classification Classes 09, 35, and 42.

8.2 Custom domains

Merchants connecting custom domains (such as ding.yourbrand.com or desk.yourbrand.com) via DNS CNAME and TXT records warrant that they own or hold lawful authorization to use such domains. To protect printed QR standees, inbound @getding.io email routing, and customer bookmark continuity, your primary workspace handle ([slug].getding.io) may be changed at most once every 365 days. We reserve the right to suspend edge routing or SSL certificates for any domain or handle involved in trademark infringement, phishing, or unlawful activity.

You agree not to:

• Tamper with scanned QR unit tokens, falsify sender headers, or attempt to bypass multi-tenant organization_id access controls.
• Circumvent our 3-tier email loop suppression safeguards (X-Ding-Generated headers, 30-day SHA-256 reference fingerprinting, and system domain filters).
• Use the Platform to offer counterfeit goods, illicit substances, unlawful gambling, or services prohibited by local or international law.

10.1 Comparative fee estimates

Statements on the Platform regarding saving "up to 30% in platform fees or commissions" represent comparative estimates against typical 15% to 30% commission rates charged by third-party delivery apps, online travel agencies (OTAs), and social commerce marketplaces when compared against DING OS's 0% direct ordering fee. Actual financial outcomes depend on your product margins, order volume, and payment processor fees.

10.2 Nominative fair use

Third-party brand names, marketplace names, or payment network marks mentioned in Platform documentation are the property of their respective owners. Such references are strictly descriptive under Nominative Fair Use to indicate technical format compatibility and do not imply affiliation, endorsement, or sponsorship.

10.3 AI outputs

DING OS and Trip Express Vietnam Company Limited disclaim all warranties and assume zero liability in all circumstances for any errors, omissions, miscalculations, or inaccuracies generated by AI features during customer consultation, quote capture, email ingestion, or order placement. All AI-generated responses and draft orders are provided strictly as assistive suggestions. The Merchant is 100% responsible for verifying, reconciling, and confirming every order, price, quantity, allergen disclosure, and service commitment before fulfillment.

11.1 Merchant indemnification

You agree to defend, indemnify, and hold harmless Trip Express Vietnam Company Limited, its officers, directors, and employees against any third-party or buyer claims, regulatory penalties, damages, losses, or legal costs arising from: (a) goods, food, accommodations, or services sold by your venue; (b) any error, omission, misquoted price, wrong item, allergen incident, or discrepancy in an AI-assisted consultation, AI-drafted order, or email-ingested booking that you or your staff failed to verify and reconcile prior to fulfillment; (c) your custom AI Studio configurations (Skills, FAQs, SOPs, or disabled tool confirmation gates); (d) your pricing, tax reporting, or refund disputes; (e) your collection or use of customer data for marketing in violation of privacy or anti-spam laws; or (f) your infringement of third-party intellectual property rights.

11.2 Limitation of liability

To the maximum extent permitted by law:

• The Platform and all AI tools are provided on an "AS IS" and "AS AVAILABLE" basis without warranties of uninterrupted or error-free operation.
• In all circumstances, Trip Express Vietnam Company Limited (`DING OS`) is completely exempt from any liability for losses, refunds, revenue shortfalls, inventory waste, or damages resulting from AI consultation inaccuracies, AI order-drafting errors, or the merchant's failure to audit and reconcile orders prior to fulfillment.
• Neither party shall be liable for indirect, incidental, special, consequential, or punitive damages, or for outages caused by upstream telecommunications, cloud, DNS, third-party AI model providers, email providers, or banking clearing networks.
• Our total aggregate liability for any non-excluded statutory claims arising under this Agreement shall not exceed the total subscription fees actually paid by you to Trip Express Vietnam Company Limited during the twelve (12) months immediately preceding the claim (or $100 USD for free-base workspaces).

12.1 Jurisdiction

This Agreement is governed by and construed in accordance with the laws of the Socialist Republic of Vietnam. Any dispute that cannot be resolved amicably within thirty (30) days shall be submitted to the exclusive jurisdiction of the competent People's Court in Da Nang City, Vietnam.

12.2 Legal notices

Official legal notices and compliance inquiries may be directed to Trip Express Vietnam Company Limited at 210 Diep Minh Chau, Da Nang City, Vietnam, via email at [email protected], or by telephone at +84 888 724 777.