GENERAL TRANSACTION TERMS AND CONDITIONS
Welcome, Customer, to the official online sales application established and owned by GALAXY DIGITAL HOLDINGS COMPANY LIMITED (hereinafter referred to as "Galaxy Holdings" or "we").
About us:
- Telecommunications service provider: GALAXY DIGITAL HOLDINGS COMPANY LIMITED
- Telecommunications service license number: 41/GP-CVT issued by the Ministry of Information and Communications on February 06, 2025.
- Business registration certificate: 0316951481 issued by the Department of Planning and Investment of Ho Chi Minh City on August 13, 2021.
- Address: PV Gas Building, 673 Nguyen Huu Tho, Phuoc Kien, Nha Be, HCMC, Vietnam
- Phone: 028 7300 6555
- Email: [email protected]
- Service quality feedback hotline: 19006605
When Customers access our Application, it means Customers agree to these Terms and Conditions and the Personal Data Protection Policy. We reserve the right to change, modify, add or remove any part of these Terms and Conditions at any time. Changes are effective immediately upon posting on the Application without prior notice. When Customers continue to use the Application after the changes to the Terms and Conditions are posted, it means Customers have accepted those changes. Customers are kindly requested to check regularly for our updates.
1. SCOPE OF APPLICATION
1.1. Terms and Conditions will apply to Customers:
- Purchasing products and using services ("Products") of Galaxy Holdings.
- Wishing to have Products delivered to locations consistent with the Delivery Policy published on the Application from time to time.
1.2. Customers, when purchasing Products on the Application, must provide the following documents to conclude the standard form contract, general transaction conditions:
- For individuals: original passport, citizen identification card, ID card, electronic ID or electronic identification account valid for use for Vietnamese citizens or passport valid for circulation in Vietnam for foreign citizens (hereinafter collectively referred to as personal identification documents);
- For organizations: original or certified copy of the establishment decision or business registration certificate and tax registration or investment license or enterprise registration certificate (hereinafter collectively referred to as legal entity certificate), personal identification documents of the legal representative of the organization. For mobile telecommunications services, organizations must attach a list of individuals within the organization (legally certified by the organization) allowed to use telecommunications services according to the standard form contract, general transaction conditions that the organization enters into with the telecommunications enterprise (if the organization assigns to the user) and also attach the original personal identification documents of each individual. If the Customer concluding the standard form contract, general transaction conditions is not the legal representative of the organization, they must provide a valid power of attorney from the legal representative and their personal identification documents;
- For Customers under 14 years old or persons under guardianship as prescribed by the Civil Code, the conclusion of the standard form contract, general transaction conditions must be performed by parents or guardians.
(Applied according to Decree No.: 163/2024/ND-CP of the Government dated December 24, 2024).
2. CONDITIONS OR LIMITATIONS IN THE PROVISION OF GOODS AND SERVICES
- To ensure fairness and the rights of Customers as end consumers, Galaxy Holdings reserves the right to apply restrictive conditions in implementing promotional programs: not limited to, limitations on the maximum quantity of products in each promotional program that a Customer can purchase, limitations on the purpose of purchasing product packages (only for consumption, not for business, resale...), or other limitations (if any) specified in detail in each Promotional Program. These restrictive conditions are hereinafter referred to as the Promotional Policy.
Therefore, Galaxy Holdings reserves the right to not confirm, refuse, cancel or withdraw products that have been handed over in violation of any content in the Promotional Policy.
- Galaxy Holdings reserves the right to refuse to provide Products in cases where individuals or organizations do not meet one of the following criteria: presenting documents for subscriber information registration not in accordance with regulations or documents presented for subscriber information registration are unclear, do not ensure clear, sharp, complete digitization of documents or personal identification documents have inconsistent information after verification or cannot be verified.
3. INSPECTION POLICY
3.1. Ordering steps
- When Customers place an order on the Application, we will receive the order request and send the Customer an order number.
- For the order request to be confirmed quickly, Customers should provide accurate and complete information related to delivery, or the terms and conditions of the promotional program (if any) in which the Customer participates.
3.2. Product Inspection Policy
- Products are committed to matching the detailed description on the Application.
- For eSIM: after purchasing the Product and successful payment, Customers will receive a notification from Galaxy Holdings via email about the purchased eSIM information. Upon receiving the information, Customers are kindly requested to check the eSIM information. eSIM Products are not delivered directly, so there is no product inspection policy.
- For physical SIM: After payment and receiving the Product, Customers check the quantity, seal, model information, and expiration date against the order.
4. PRODUCT EXCHANGE AND RETURN POLICY
The Application's Product exchange and return policy specifies the acceptable reasons, requirements for returned products, and processing time for customer returns.
4.1. Reasons for accepting returns
- The Product is unsealed, incorrectly delivered in quantity, information, or model compared to the order.
- The Product is damaged due to manufacturer's fault (technical damage, design flaws, content) or damage during transport (deformed, scratched, cracked, etc.).
- The Product expires on or before the date it is delivered to the Customer.
4.2. Requirements for returned products
4.2.1. Return conditions:
- The Product must be intact, with full labels, and in its original specifications (except for Products that are defective or damaged during transport).
- The Product must still be within its shelf life.
- The Product must not be dirty or show signs of prior use.
- The Customer must retain confirmation of purchase on the Application (order number, electronic purchase invoice, delivery receipt, bank statement, etc.).
4.2.2. Return application period:
- Unless otherwise specified in the Product introduction section on the Application, Customers have a period of 02 days from the date of receipt to submit a return request.
4.2.3. Return location:
- Customers bring the Product along with documents, purchase confirmation documents from the Application (order number, electronic purchase invoice, delivery receipt, etc.) to a Galaxy Holdings transaction store or send it by postal service to the following address: Galaxy Holdings' telecommunications service provision point as agreed by both Parties.
4.2.4. The time for requesting a return will be based on:
- If the Customer sends by postal or express delivery: the time is calculated according to the post office or delivery unit's receipt stamp.
- If the Customer personally brings/sends the goods to the return center: the time is calculated when Galaxy Holdings staff receive the returned product from the Customer.
4.2.5. Return costs
- For Products returned due to fault of Galaxy Holdings or the supplier (NCC), the Customer will be exempt from return shipping fees. The Customer bears the shipping costs for exchanging or returning Products or other costs payable to third parties.
4.3. Refund policy
4.3.1. Refund principles
- Refunds are made when the Customer has paid Galaxy Holdings but then issues arise: out of stock or the Customer has received the goods but requests an exchange or return of the Product as specified in Article 4.2.
- Not applicable for refund requests under 1,000 VND.
- Refund processing time is calculated in business days (excluding Saturdays, Sundays, holidays, and Tet holidays as regulated).
- Refunds when Customers use gift codes: in special cases where Galaxy Holdings accepts refunds when Customers use gift codes, Galaxy Holdings will not refund the value of the gift code used by the Customer but only the amount actually spent by the Customer when purchasing.
4.3.2. Refund method
- Refund via bank transfer: Customers contact Galaxy Holdings Customer Service Hotline, provide information, and follow instructions.
4.3.3. Processing time
- Galaxy Holdings will send refund request feedback results to Customers via email and/or SMS within a maximum of 07 business days from when Galaxy Holdings receives the Product back.
Note: Galaxy Holdings is not responsible for Products damaged during transportation to the Galaxy Holdings return center.
4.4. Modifications
- After purchasing the Product, product information and data packages cannot be changed or customized based on specific requests; they are provided as-is.
- For more detailed information, please contact skyfi.vn Customer Service Department or call: 1900 6605 for assistance. Thank you!
5. WARRANTY POLICY
Warranty Policy 🗹 Yes ❑ No
6. OBLIGATIONS OF GALAXY HOLDINGS AND CUSTOMERS
6.1. Obligations of Galaxy Holdings
- Ensure the quality of services provided to Customers in accordance with the service quality announced by Galaxy Holdings, listed on the website https://Skyfi.vn, SkyFi Application and at Galaxy Holdings' telecommunications service points and provided to Customers before concluding the Ground Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation Form, General Transaction Conditions;
- Ensure the correctness, sufficiency, and accuracy of service prices according to the Ground Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation Form, General Transaction Conditions;
- Notify Customers about fee payment to continue using the service in the agreed manner at least 07 working days before the service expiration date;
- Notify Customers about the service termination time in the agreed manner at least 07 working days before the service termination date;
- Maintain confidentiality of Customer information, only use, transfer Customer information to any third party with the Customer's consent, except as agreed between the two parties or at the request of state agencies or as otherwise provided by law;
- Restore the Customer's use of the Service after the Customer fulfills their obligations in cases of temporary service suspension (excluding subscribers that have been reclaimed and re-used) within the stipulated period;
- Promptly inspect and resolve issues when the Customer reports service quality problems;
- Resolve Customer complaints within the legal timeframe;
- Inform the Customer in case of cessation of telecommunications business at least 30 days before the official cessation of telecommunications business. Galaxy Holdings shall only cease part or all of its telecommunications services if the following conditions are met: (a) there is a plan to ensure the legitimate rights and interests of telecommunications service users according to the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions for telecommunications service provision and usage that have been concluded, and of related parties; and (b) the competent state authority has been notified of the cessation of telecommunications business.
- Galaxy Holdings is responsible for ensuring that its partners maintain the confidentiality of Customer information in accordance with legal regulations. This clause applies when the Customer agrees for Galaxy Holdings to provide Customer information to Galaxy Holdings' partners for an agreed purpose.
- Subject to the control of competent state agencies and comply with regulations on ensuring telecommunications infrastructure safety and information security.
- Ensure that telecommunications subscribers can retain their telecommunications numbers when changing telecommunications service providers within the same type of telecommunications service as stipulated by law.
- Provide services to telecommunications service users whose telecommunications subscriber information is complete and matches the information on the identification documents presented when concluding the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions in accordance with legal regulations;
- Perform authentication, storage, use of telecommunications subscriber information, and handle SIM cards with incomplete or inaccurate telecommunications subscriber information;
- Prevent and stop messages and calls that violate the law as stipulated by the Government;
- Stop providing telecommunications services to telecommunications subscribers who violate telecommunications laws.
- Galaxy Holdings commits to comply with the entire Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions of Galaxy Holdings, including amendments and supplements at each time after the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions have been approved by the competent state agency, published at least 5 (five) days before application, placed at the counter or on the website https://Skyfi.vn, SkyFi Application of Galaxy Holdings, and provided to the Customer before both parties sign the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions. The Customer has the right to terminate the service if they do not agree with these amendments and supplements. If the Customer continues to use the service, it means they have agreed, and these amendments and supplements will apply from the time the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions are approved by the competent state agency. The provisions of the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions apply to the Service User who is a consumer as stipulated in Clause 1, Article 3 of the Law on Protection of Consumer Rights.
6.2. Customer Obligations
- Pay telecommunications service fees fully and on time;
- Compensate for direct damages caused by their fault to Galaxy Holdings, telecommunications service agents;
- Be responsible before the law for the use of the telecommunications subscriber number for which they have concluded the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), General Transaction Conditions with Galaxy Holdings;
- Be responsible before the law for the content of information they send and store on the telecommunications network;
- Not use Galaxy Holdings' telecommunications infrastructure for telecommunications business purposes.
- Not use the telecommunications network to threaten, harass, distort, slander, insult the reputation, honor, or dignity of other individuals/organizations;
- Provide accurate information in the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation in accordance with State regulations;
- Be responsible for updating subscriber information as regulated when there are changes in identification documents or when discovering that their subscriber information is inaccurate or when receiving a notice from Galaxy Holdings about incorrect information;
- Not use information on their identification documents to conclude the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, General Transaction Conditions for providing and using terrestrial mobile telecommunications services for others, except where permitted by law;
- Protect their password, encryption key, and terminal equipment;
- In case of SIM loss, the customer must immediately go to Galaxy Holdings transaction points or use the SkyFi application (app) to perform procedures for reissuing a new SIM or request Galaxy Holdings to temporarily suspend outbound Service. If the Customer does not comply with the above regulations, the Customer must still pay for the incurred charges until official notification to Galaxy Holdings, and Galaxy Holdings is not obligated to refund the aforementioned incurred charges. In urgent cases, customers can call 19006605 to report a temporary lockout of outbound calls;
- The Customer commits to comply with the entire Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions of Galaxy Holdings, including amendments and supplements at each time after the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions have been approved by the competent state agency, published at least 5 (five) days before application, placed at the counter or on the website https://Skyfi.vn, SkyFi application of Galaxy Holdings, and provided to the Customer before both parties sign the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions. The Customer has the right to terminate the service if they do not agree with these amendments and supplements. If the Customer continues to use the service, it means they have agreed, and these amendments and supplements will apply from the time the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions are approved by the competent state agency. The provisions of the Terrestrial Mobile Telecommunications Service Provision and Usage Contract (prepaid payment method), Subscriber Information Confirmation, and General Transaction Conditions apply to the Service User who is a consumer as stipulated in Clause 1, Article 3 of the Law on Protection of Consumer Rights.
7. SERVICE QUALITY STANDARDS
Galaxy Holdings provides services according to the service quality standards announced to the Ministry of Science and Technology and listed on the Website https:\\\\skyfi.vn and the SkyFi Application.
8. PRICE & PAYMENT
- The price of the Product may or may not include value-added tax and is specifically described on the Product introduction page. In all cases, the price of the Product does not include shipping fees.
- The Customer pays the value of the order before receiving the Product of that Order. When the Customer clicks the "Pay" button to proceed with payment for the order, it means that (i) the Customer confirms having reviewed the order information; and (ii) the Customer agrees that the Terms and Conditions will apply to the purchase transaction of the Product in that order.
- Galaxy Holdings reserves the right to refuse the Customer's credit card payment method in certain cases at our discretion.
- To ensure payment security, customers should note:
+ Only make online payments at the linked window from the Application;
+ Use and store cards (credit cards, ATM cards, shopping cards, etc.) and account/card information carefully;
+ Do not lend or allow others to use your card to purchase goods on the Application. Immediately upon detecting any abnormal transactions on the Application, the Customer should immediately contact our Customer Service Hotline at: 19006605 (hereinafter referred to as “CSH”) or the hotline of the card-issuing Bank for timely processing;
+ In all cases, for international credit/debit cards, please do not reveal the CVV/CVC/CSC number (which is a security code, a three-digit set of characters printed on the back of the card) to protect card information;
9. PRODUCT SHIPPING AND DELIVERY
9.1. Delivery Scope
- Galaxy Holdings provides delivery services to Customers at the location requested by the Customer nationwide (*).
(*) Orders will be delivered to the Customer's home, except for restricted cases such as office areas or high-rise apartments with restricted access regulations. In these restricted cases, if the Customer wishes for home delivery, please call the Customer Service Hotline for assistance.
- The person designated by the Customer to receive the Product on the order or by phone as stipulated in this Article shall be collectively referred to as "Recipient".
- When requested by Galaxy Holdings, the Recipient must present identification documents to the delivery staff for verification before receiving the goods.
9.2. Delivery Time
Delivery time: As per the regulations of Galaxy Holdings' shipping partners
9.3. Delivery Fee
- Delivery fees will be notified for each order based on the area and delivery time.
- The Recipient must inspect the Product and sign the Delivery Note upon receipt of the Product according to the shipping unit's policy. Risk and ownership of the Product will be transferred to the Customer from the time the Recipient signs the Delivery Note. The Customer should keep the Delivery Note for reconciliation or to resolve any issues that may arise related to the Product (if any). After the Product return period specified in the Return Policy, any issues that may arise related to the Product (if any) will not be processed.
10. CUSTOMER CARE & COMPLAINT HANDLING
- In case of any questions or complaints, including but not limited to product/service quality, product delivery, delivery staff's attitude, product exchange/return, etc., the Customer can contact the Customer Service Hotline 19006605 or email address [email protected]
- When contacting the Customer Service Hotline, the Customer must provide the order number recorded in the email or order confirmation message that Galaxy Holdings sent to the Customer. The Customer Service Hotline will receive and respond to the Customer as soon as possible.
11. INFORMATION SECURITY
- Our Application prioritizes information security and uses the best measures to protect customer information and payments. Customer information during the payment process will be encrypted to ensure safety. After the Customer completes the ordering process, the Customer will exit the secure mode.
- The Customer is not allowed to use any program, tool, or other form to interfere with the system or alter the data structure. The Application also strictly prohibits the dissemination, propagation, or encouragement of any activity intended to interfere with, destroy, or infiltrate the system's data. Individuals or organizations that violate these provisions will have all their rights revoked and will be prosecuted before the law if necessary.
- All transaction information will be kept confidential, but in case law enforcement agencies request it, we will be forced to provide this information to them.
- When making online payments, please note the following details:
+ Only use applications with secure payment certificates.
+ Absolutely do not lend your credit card or account to others to make payments on the Application.
+ In case of unintended transactions, please notify the Customer Service Hotline for timely assistance.
+ Regularly check your bank account to ensure all card transactions are under control.
12. LIMITATION OF LIABILITY
- In no event shall Galaxy Holdings be liable for any damage/loss/harm/damage incurred by the Customer after the risk has been transferred from Galaxy Holdings to the Customer.
- For promotional gifts provided by Galaxy Holdings when customers purchase Products through the Application: Galaxy Holdings staff/Distribution channels and wholesale customers are obligated to register subscriber information for the end-user in accordance with the regulations of the Ministry of Science and Technology.
13. GENERAL PROVISIONS
- The provisions referenced in these General Terms are an integral part of the Terms and Conditions.
- Galaxy Holdings and the Customer are responsible for fulfilling all obligations stipulated in these Terms and Conditions.
- If any content of these Terms and Conditions is deemed invalid or unenforceable in whole or in part by any competent authority, the validity of the other content in these Terms and Conditions shall not be affected.
- These Terms and Conditions and all matters arising in the contractual relationship between Galaxy Holdings and the Customer shall be interpreted and governed by the laws of Vietnam. All disputes, differences, and claims arising from or related to the content of these Terms and Conditions shall be resolved through good-faith negotiation within thirty (30) days. If a resolution cannot be reached within this thirty (30) day period, the dispute or claim may be resolved by the competent court.