Terms of Service

Effective Date: March 19, 2026 | Version: 1.0

Vietnamese version (Phiên bản tiếng Việt): Điều khoản dịch vụ

1. Introduction and Scope

1.1. About ScapBot

ScapBot ("Platform", “Service”, “we”, “us”) is a Software-as-a-Service (SaaS) platform operated by ScapBot Company, providing intelligent AI assistant solutions that help businesses manage messages across multiple platforms (Facebook Messenger, Zalo, Telegram, WhatsApp, Viber, Line, Email, Website Chat Widget).

Website: https://scapbot.vn
Contact email: support@scapbot.vn

1.2. Scope

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User", “you”) and ScapBot, governing your access to and use of the ScapBot Service including but not limited to: web application, APIs, mobile applications, and all related services.

By registering an account, accessing, or using the Service, you acknowledge that you have read, understood, and agree to comply with these Terms in their entirety along with our Privacy Policy.

1.3. Legal Basis

These Terms are established in compliance with:

Vietnam Law on Electronic Transactions 2023 (No. 20/2023/QH15)
Vietnam Consumer Protection Law 2023 (No. 19/2023/QH15)
Decree 13/2023/ND-CP on Personal Data Protection
Vietnam Personal Data Protection Law 2025 (No. 91/2025/QH15)
Vietnam Law on Cybersecurity Information 2015 (No. 86/2015/QH13)
Vietnam Cybersecurity Law 2018 (No. 24/2018/QH14)

2. Definitions

“Service” — All features, software, APIs, and content provided by ScapBot.
“User” or “You” — An individual or organization that registers for and uses the Service.
“AI Assistant” — An artificial intelligence program created and configured by the User on the ScapBot platform to automatically process messages, advise customers, and perform business tasks.
“End Customer” — A consumer who interacts with the User’s AI Assistant through messaging platforms.
“Customer Data” — All data, content, and messages created by the User or End Customers during the use of the Service.
“Skill” — Functional modules that an AI Assistant can activate (Sales, Marketing, etc.).
“ScapBot Wallet” — An internal electronic wallet used to pay for services on the platform.
“Messaging Platform” — Third-party services integrated with ScapBot (Facebook Messenger, Zalo OA, Telegram, WhatsApp Business, Viber, Line, etc.).

3. Eligibility

3.1. Legal Capacity

You must be at least 18 years old and have full legal capacity under Vietnamese law to register for and use the Service. If you register on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

3.2. Account

You must provide accurate, complete, and up-to-date information when registering.
You are responsible for maintaining the security of your login credentials and all activities under your account.
You must notify us immediately if you discover unauthorized access to your account.
Each account is intended for a single individual or organization. Sharing account access with third parties violates these Terms.

3.3. Verification

In accordance with Vietnam’s Cybersecurity Law 2018, we may require you to verify your account information through email OTP, phone number, or other verification methods. You agree to cooperate during the verification process.

4. Service Description

4.1. Core Services

ScapBot provides:

Centralized message management: Consolidating messages from multiple platforms (Facebook, Zalo, Telegram, WhatsApp, Viber, Line, Email, Website Chat) into a unified interface.
Intelligent AI Assistants: Creating and operating AI assistants that automatically respond to customers, recommend products, and process orders based on trained knowledge.
Product and document management: Storing, syncing, and searching product and business document information for AI use.
Customer analytics: Tracking customer journeys, analyzing behavior, and automatically categorizing customers.
Team management: Assigning permissions for staff to receive and handle messages.

4.2. Skills

The Service is provided on a skill-based model, each skill having its own fee:

Sales: Automatic consultation, order closing, customer management.
Marketing: Content creation, campaigns, performance analytics.
Additional skills will be announced on the website upon launch.

4.3. Use of Artificial Intelligence (AI)

Important Disclosure: ScapBot uses artificial intelligence (AI) technologies including large language models (LLM) and vector embedding to deliver the Service. Specifically:

Automated responses: AI analyzes End Customer messages and generates automatic responses based on trained knowledge (products, documents, conversation patterns).
Customer analysis: AI automatically analyzes context, intent, and psychological state of End Customers to personalize responses.
Semantic search: AI converts text and images into vector representations for relevant information retrieval.
Continuous learning: AI improves response quality based on successful conversation patterns (in aggregated, anonymized form).

User rights regarding AI:

You have the right to enable/disable AI mode for each skill and each messaging platform.
You have the right to review and edit any AI response before or after sending (in “suggest” mode).
You have the right to request an explanation of how AI made a specific decision.

AI Limitations:

AI may produce inaccurate responses. You are responsible for reviewing and ensuring the accuracy of content AI sends to End Customers.
AI does not replace professional legal, medical, or financial advice.
Users must inform End Customers that they may be interacting with AI when required by law.

5. Payment and Billing

5.1. Payment Model

ScapBot uses a Prepaid Wallet model:

You deposit funds into your ScapBot Wallet before using the Service.
Fees are automatically deducted from the Wallet on a billing cycle or actual usage basis.
Wallet balance does not expire.

5.2. Fee Structure

Skill fees (Subscription): Fixed monthly fee for each activated skill.
Operational fees (Usage): Variable fees based on actual usage (AI tokens, message volume, etc.).

Detailed pricing is published on our Pricing page.

5.3. Payment Methods

Bank transfer (VND) — Automatic confirmation.
International payment gateways (USD) — PayPal, Credit/Debit cards.

5.4. Billing Cycle

Monthly billing, starting from the date you activate your first skill.
If the Wallet has insufficient balance on the billing date, you have 3 days (Grace Period) to top up.
After the Grace Period, skills will be suspended until the Wallet has sufficient balance.

5.5. Refund Policy

Unused Wallet balance: Refunds may be requested within 30 days of the most recent deposit, minus service fees incurred and transaction fees (if any).
Paid skill fees: No refund for the current billing cycle. You may cancel a skill and will not be charged for the next cycle.
Refund requests: Send email to support@scapbot.vn with your reason. We process requests within 7 business days.

6. User Rights and Obligations

6.1. User Rights

You have the right to:

Use the Service in accordance with these Terms.
Create, configure, and manage AI Assistants for legitimate business purposes.
Control AI mode (on/off/suggest) for each skill and platform.
Access, modify, and export your Customer Data at any time.
Request technical support through official channels.
Cancel the service and request data deletion as provided herein.

6.2. User Obligations

You are obligated to:

Comply with Vietnamese law and applicable international laws while using the Service.
Be responsible for content, data, and business activities conducted through your AI Assistant.
Comply with the terms of use of Messaging Platforms you connect (Facebook Platform Terms, Zalo OA Terms, etc.).
Ensure you have lawful consent from End Customers for collecting and processing their personal data through ScapBot.
Inform End Customers that they may be interacting with AI when required by law.
Not use the Service for illegal, fraudulent, or rights-infringing purposes.

6.3. Prohibited Conduct

It is strictly prohibited to use the Service to:

Send spam, harass, or threaten others.
Distribute illegal, obscene, violent, or discriminatory content.
Collect personal data without authorization or violate privacy rights.
Infringe intellectual property rights of any party.
Interfere with, damage, or attempt unauthorized access to ScapBot systems.
Resell, rent, or provide Service access to third parties without ScapBot’s written consent.
Use AI to impersonate government agencies, organizations, or individuals.
Violate messaging policies of Messaging Platforms (e.g., sending messages outside Facebook’s 24-hour window).

7. Intellectual Property

7.1. ScapBot’s Ownership

ScapBot owns all intellectual property rights in the Platform, including but not limited to: source code, interfaces, AI algorithms, machine learning models, technical documentation, the “ScapBot” trademark, and logo.

7.2. User’s Ownership

You retain full ownership of:

Your business data (products, documents, customer information).
Content you upload or create on the Platform.

7.3. License Grant

By uploading content, you grant ScapBot a non-exclusive, worldwide, royalty-free license to use, store, and process that content solely for the purpose of providing and improving the Service for you. This license automatically terminates when you delete the content or cease using the Service.

7.4. Anonymized Aggregate Data

ScapBot may use aggregated, anonymized data (that cannot identify any individual) extracted from conversation patterns to improve AI models for all users. This data contains no personally identifiable information of you or your End Customers.

8. Data Processing Roles

8.1. ScapBot as Data Controller

For your account data (email, payment information, activity logs), ScapBot acts as the Data Controller under Decree 13/2023/ND-CP.

8.2. ScapBot as Data Processor

For Customer Data (messages, End Customer information), ScapBot acts as the Data Processor, processing data only according to your instructions and authorization as the Data Controller. You are responsible for:

Ensuring you have a legal basis for collecting End Customer data.
Informing End Customers that their data is processed through ScapBot.
Complying with Decree 13/2023/ND-CP and the Personal Data Protection Law 2025 regarding End Customer data.

9. Service Level Agreement (SLA)

9.1. Availability

We strive to maintain the Service with a minimum uptime of 99.5% per month, excluding scheduled maintenance.

9.2. Maintenance

Scheduled maintenance: At least 24 hours advance notice via email and/or Platform notification.
Emergency maintenance: May be performed without prior notice when necessary to protect Service integrity or security.

9.3. Technical Support

Email: support@scapbot.vn — response within 24 business hours.
Platform chat: During business hours (08:00–18:00, Monday–Friday, Vietnam time).

10. Limitation of Liability

10.1. Disclaimer of Warranties

The Service is provided on an “as-is” and “as-available” basis. To the maximum extent permitted by law, ScapBot does not warrant that:

The Service will operate continuously, without interruption, or error-free.
AI responses will always be accurate, appropriate, or complete.
The Service will meet all your specific requirements.

10.2. Liability Cap

In no event shall ScapBot’s total liability to you exceed the total amount you have paid to ScapBot in the 12 months preceding the event giving rise to the claim.

10.3. Exclusions

ScapBot is not liable for:

Indirect, incidental, special, or consequential damages (lost revenue, lost data, business interruption).
User’s violations of law or Messaging Platform terms.
Content of messages sent by the User or AI to End Customers (User is responsible for review).
Events beyond reasonable control (natural disasters, war, pandemics, Internet infrastructure failures, changes in third-party Messaging Platform policies).

11. Suspension and Termination

11.1. Suspension by ScapBot

We may suspend or restrict your access to the Service if:

The Wallet has insufficient balance after the Grace Period (3 days).
Violations of these Terms are detected.
Required by a competent government authority.
Necessary to protect system integrity or security.

In case of suspension due to violations, we will notify you by email stating the reason and remediation steps (except in emergencies).

11.2. Termination by User

You may terminate your use of the Service at any time by:

Canceling all active skills.
Sending an account deletion request to support@scapbot.vn.

11.3. Post-Termination

Data: After termination, we retain your data for 30 days for you to export. After this period, data will be permanently deleted, unless legally required to retain longer.
Wallet balance: Unused balance will be refunded per the refund policy in Section 5.5.
End Customer data: You are responsible for exporting End Customer data before your account is deleted.

12. Third-Party Messaging Platform Compliance

12.1. Compliance Responsibility

When connecting your AI Assistant to Messaging Platforms, you must comply with each platform’s terms and policies, including but not limited to:

Facebook/Meta: Platform Terms, Messaging Policy (24-hour window).
Zalo: Zalo Official Account Terms of Use (48-hour window).
WhatsApp: WhatsApp Business Policy (24-hour window).
Telegram: Telegram Bot API Terms.

12.2. ScapBot Disclaimer

ScapBot is not responsible if your Messaging Platform account is locked, restricted, or deleted due to violations of that platform’s policies. ScapBot provides compliance tools (messaging window checks, rate limiting) but ultimate responsibility lies with the User.

13. Changes to Terms

We may update these Terms. Material changes will be communicated via email and/or Platform notification at least 30 days before taking effect.
The latest version is always available at /en/terms-conditions/.
Continued use of the Service after changes take effect constitutes your acceptance of the new Terms.
If you disagree with changes, you may terminate your use of the Service per Section 11.2.

14. Dispute Resolution

14.1. Governing Law

These Terms are governed by and construed in accordance with the laws of the Socialist Republic of Vietnam.

14.2. Negotiation

Any dispute arising from or relating to these Terms shall first be resolved through good faith negotiation between the parties within 30 days from the date one party notifies the other in writing.

14.3. Court

If negotiation fails, disputes shall be resolved at a competent court in Vietnam in accordance with Vietnamese civil procedure law.

15. General Provisions

Severability: If any provision is declared invalid, the remaining provisions remain in full force and effect.
Waiver: ScapBot’s failure to enforce any right at any time does not constitute a waiver of that right.
Assignment: You may not assign your rights and obligations under these Terms without ScapBot’s written consent.
Entire Agreement: These Terms, together with the Privacy Policy, constitute the entire agreement between you and ScapBot regarding the Service.

16. Contact

If you have questions about these Terms of Service, please contact:

Email: support@scapbot.vn
Website: https://scapbot.vn

17. Version History

Version	Date	Changes
1.0	March 19, 2026	Initial version