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MANIVO TERMS OF SERVICE

Version: 1.1 Effective date: 2 September, 2026 Last updated: 5 September, 2026

1. Introduction and acceptance

1.1. The Manivo platform (the "Platform" or "Manivo") is operated by Công ty TNHH Avio Group — business registration/tax number: 5702128465 — with its registered office at: Thôn 11, Đặc khu Vân Đồn, tỉnh Quảng Ninh, Vietnam.

1.2. Manivo is a technology platform that connects and coordinates:

  • Clients: individuals or organisations seeking services.
  • Service Providers ("Pros"): independent individuals or organisations that provide services to Clients through the Platform.

1.2bis. The Platform operates in two tiers with different legal regimes. Users should note the distinction, because the rights and obligations of each party are not the same:

  • Open tier (the free marketplace): the Client posts a job, Pros submit quotes, the Client chooses. Free for both sides. Manivo is not a party to the transaction, does not set prices, does not hold funds and does not guarantee outcomes. Section 4 applies to this tier.
  • Manivo Select: the Client submits a Select Request; Manivo receives it, coordinates a suitable Select Pro, quotes a fixed price and guarantees the outcome under Sections 7 and 9. This tier is paid and Manivo owes obligations to the Client within the scope of Sections 7.4, 9.4 and 13.2bis.

1.3. Manivo is NOT:

  • A direct provider of services to Clients;
  • The employer of Pros;
  • A payment intermediary, e-wallet or financial institution under Vietnamese law;
  • A party that holds, escrows or guarantees any funds between Clients and Pros.

1.4. By registering, accessing or using the Platform, the User confirms that they have read, understood and agree to be bound by these Terms, together with the Privacy Policy and any other rules published on the Platform.

1.5. If the User disagrees with any part of these Terms, they must stop using the Platform.

2. Definitions

  • "User": any Client, Pro or visitor who accesses the Platform.
  • "Platform Services": the technology features provided by Manivo to help Clients and Pros discover, connect, communicate and transact.
  • "Pro Services": the actual services rendered by a Pro to a Client (e.g., professional, technical, consulting), agreed directly between Client and Pro.
  • "Platform Fee": the fee Manivo charges to maintain and operate the Platform Services.
  • "Open tier": the free marketplace on the Platform where Clients post jobs and Pros quote, at no cost to either side.
  • "Manivo Select": the paid tier in which Manivo receives a Select Request, coordinates a Select Pro to perform it, quotes a fixed price and guarantees the outcome.
  • "Select Request": a request the Client sends to Manivo through the "Để Manivo lo trọn gói" function.
  • "Select Pro": a Pro selected by Manivo based on actual results on the Open tier (meeting the published thresholds for rating, completed jobs and identity verification), who has accepted the Manivo Select Standard and is shown with the ✦ badge.
  • "Manivo Select Standard": the set of quality and service commitments every Select Pro must accept before taking Select work. It is published on the Platform and forms an integral part of these Terms.
  • "Select Fee": Manivo's share of the fixed price of a Select Request.
  • "Transaction": an agreement to provide Pro Services that arises between a Client and a Pro through the Platform.

3. Account registration and verification

3.1. To access full functionality, Users must register with accurate, complete and up-to-date information.

3.2. Users must be at least 18 years old; legal entities must be validly constituted in Vietnam or their country of residence.

3.3. Pros may be required to provide additional information: ID card/passport, practising certificates (if applicable), professional qualifications and tax identification number so that Manivo can comply with reporting obligations under the 2025 E-commerce Law.

3.4. Users are responsible for keeping their credentials confidential and for all activity under their accounts.

3.5. Manivo may refuse, suspend or terminate accounts that violate these Terms or applicable law.

4. Legal nature of Manivo's service

Scope: Section 4 applies to the Open tier. The legal regime for Manivo Select is set out in Section 4.5 and in Sections 7, 9 and 13.

4.1. On the Open tier, Manivo only provides connectivity tools. The content, quality, timeliness and outcome of the Pro Services are the sole responsibility of the Pro and are determined directly between Client and Pro.

4.2. Manivo does not control, direct or supervise the delivery of Pro Services; it does not create any employment, agency, partnership or joint venture relationship with Pros.

4.3. Manivo may provide supporting tools such as Pro profiles, reviews, messaging, scheduling and invoice templates. These tools do not constitute a guarantee of the quality of Pro Services.

4.4. Any complaint regarding Pro Services on the Open tier must first be addressed between the Client and the Pro. Manivo only acts as a facilitator under Section 10.

4.5. Manivo Select — a different regime. For a Select Request, Manivo is the party receiving the request from the Client, responsible for coordinating a suitable Select Pro and guaranteeing that the outcome meets the agreed acceptance criteria. The work itself is performed by the Select Pro as an independent supplier; Manivo does not perform the Pro Services itself and does not create an employment relationship with Select Pros. Complaints about a Select outcome go directly to Manivo under Section 9.4 — the Client does not have to negotiate with the Select Pro.

5. Rights and obligations of Clients

5.1. Client rights:

  • Browse, search and select Pros that match their needs.
  • Receive transparent information about Pros, service scope and prices as published by Pros.
  • Submit ratings and feedback after a Transaction.
  • Request Manivo's facilitation in the event of a dispute.

5.2. Client obligations:

  • Provide accurate information when posting service requests.
  • Pay the Pro directly and in full through the method agreed between the parties.
  • Treat Pros with respect; do not use the Platform for harassment, fraud or discrimination.
  • Not engage in off-platform transactions for the purpose of avoiding Platform Fees once a connection has been made through Manivo.
  • Comply with Vietnamese law and Platform rules.

6. Rights and obligations of Pros

6.1. Pro rights:

  • Create a professional profile with service scope, pricing and working hours.
  • Decline service requests that fall outside their competence or professional regulations.
  • Receive payment directly from Clients for Pro Services rendered.
  • Request Manivo's facilitation in the event of a dispute.

6.2. Pro obligations:

  • Provide truthful information regarding qualifications, licences and experience.
  • Perform Pro Services according to the agreement with the Client, ensuring quality and timeliness.
  • Comply with all applicable laws regarding professional practice, taxes and personal/corporate financial obligations.
  • Issue invoices and receipts to Clients when required by law.
  • For Open-tier work: owe Manivo nothing. For Select work: comply with the Manivo Select Standard they have accepted and with the remuneration agreed with Manivo.
  • Not solicit Clients for off-platform transactions designed to circumvent Platform Fees.
  • Protect Clients' personal data and comply with data protection laws.

7. Payments and fees

7A. Open tier

7.1. Free for both sides. Posting a job, browsing jobs, quoting and connecting on the Open tier carry no fee whatsoever for either Clients or Pros. Manivo charges no connection fee, no membership fee, no posting fee, and takes no percentage of transaction value.

7.2. Manivo holds no funds. On the Open tier, Manivo DOES NOT collect, hold, escrow or transfer service payments between Clients and Pros. The price is agreed between the two parties; all payments for Pro Services are made directly between them, by the method and at the time they choose. Manivo has no visibility into, and no responsibility for, whether the parties have paid each other.

7B. Manivo Select

7.3. Fixed price, known in advance. For a Select Request, Manivo quotes a single all-in price before the Client agrees. It covers the Select Pro's remuneration and Manivo's Select Fee, and does not change after the Client confirms — unless both parties agree a change of scope and record it on the Platform.

7.4. Payment only on acceptance. The Client owes payment only when the delivered result meets the acceptance criteria agreed at the time the Select Request was taken on. If it does not, the Client requests corrections against those same criteria; if it still fails after correction, Section 9.4 applies. The substance of this commitment is set out in Section 9.4 — it is a binding obligation of Manivo, not a marketing statement.

7.5. Criteria must be recorded. The commitment in Section 7.4 is only workable if both parties have recorded the acceptance criteria on the Platform before work begins. Manivo is responsible for capturing those criteria and displaying them to both parties.

7C. General

7.6. Manivo is not a payment intermediary. Manivo does not issue e-wallets, does not hold User balances and does not provide payment intermediary services under Vietnamese law. What the Client pays on the Select tier is Manivo's own service price as the party receiving the Select Request, not funds held on behalf of a Client and a Pro.

7.7. The detailed fee schedule, payment methods and refund policy are published separately on the Platform and form an integral part of these Terms.

7.8. Pros are responsible for declaring and paying any taxes on their own income. Manivo only issues documentation for amounts it actually collects.

8. Reviews and user-generated content

8.1. Users may post reviews, comments, photos or documents on the Platform ("User Content"). Users represent that:

  • The content is truthful, not defamatory, not offensive and does not infringe third-party intellectual property rights;
  • The content does not contain misleading information, disguised advertising or unlawful sensitive information.

8.2. Users grant Manivo a non-exclusive, royalty-free, worldwide licence to host, display and transmit User Content for the purpose of operating the Platform.

8.3. Manivo may moderate or remove non-compliant User Content without prior notice and may report it to the competent authorities where necessary.

9. Cancellation, rework and refunds

9A. Open tier

9.1. Before the Client chooses a Pro. The Client may close a posting at any time; a Pro may withdraw their quote. No fee or obligation arises for either side.

9.2. After the Client has chosen a Pro.

  • Either party may cancel, but must give a reason. The reason is recorded and shown to the other party.
  • Manivo holds no funds, so there is nothing for Manivo to refund. Any financial obligation already arising between the parties is settled between them, with facilitation under Section 10.
  • Cancellation is recorded in both parties' history and may affect their reputation score.
  • If the Pro has delivered and the Client does not respond, the job auto-completes after seven (7) days from delivery.

9B. Manivo Select

9.3. Client cancels a Select Request.

  • Before Manivo has finished coordinating a Select Pro: 100% refund of amounts paid.
  • After the Select Pro has started: Manivo refunds the portion corresponding to work not yet performed, at the rate set in the published cancellation policy.

9.4. Outcome does not meet the criteria — the substance of "payment only on acceptance".

  • The Client states which criteria were not met within seven (7) days of delivery, against the criteria recorded under Section 7.5.
  • The Select Pro reworks the delivery under the Manivo Select Standard: response within 24 hours, completion within 48 hours for small jobs.
  • If it still fails after rework, the Client chooses either: (a) Manivo coordinates a different Select Pro to redo the work at no additional cost to the Client; or (b) Manivo refunds the portion that did not meet the criteria.
  • Manivo bears the cost of option (a). Manivo and the Select Pro settle that between themselves; it is not passed on to the Client.

9.5. The Select Pro cannot perform. Manivo coordinates a replacement and remains responsible for the timeline committed to the Client. The Client does not have to find someone else.

9C. General

9.6. Platform fault. If a transaction cannot be completed due to Manivo's fault, Manivo refunds in full any amount the User paid in connection with that transaction.

9.7. Refund requests are submitted through the tools on the Platform or Manivo's Zalo Official Account. Processing takes up to [X] business days.

10. Dispute resolution — Facilitation, not adjudication

10.1. Principle — Open tier only. For Open-tier work, Manivo has no authority to adjudicate disputes between Clients and Pros; it only offers good-faith facilitation. For Manivo Select work, the Client does not negotiate with the Select Pro — Manivo is the responsible party and handles the matter under Section 9.4.

10.2. Internal facilitation process:

  • Step 1 — Direct negotiation: The Client and the Pro shall negotiate in good faith within [X] days from the moment the dispute arises.
  • Step 2 — Manivo-assisted facilitation: If direct negotiation fails, either party may submit a case to Manivo with supporting evidence. Manivo will engage with both parties and issue a non-binding facilitation recommendation within [X] business days.
  • Step 3 — Third party / tribunal: If facilitation fails, the parties may refer the dispute to a commercial mediation body, arbitration, or a court of competent jurisdiction in Vietnam.

10.3. Manivo's role in facilitation: Manivo may provide transaction records, message logs and related profile information within the limits allowed by law so that parties can evaluate the case. Any Manivo recommendation is not legally binding.

10.4. Disputes between Users and Manivo regarding the Platform Services (e.g., Select Fees, the outcome guarantee under Section 7.4, technical issues) shall first be resolved by negotiation. Failing that, the dispute shall be referred to the competent court at [location] under Vietnamese law.

11. Intellectual property

11.1. All source code, designs, trademarks ("Manivo"), logos, documentation, databases and other intellectual property of the Platform are owned by Công ty TNHH Avio Group or its licensors. Users shall not copy, modify, distribute, reverse engineer or commercially exploit them without prior written consent.

11.2. Pros represent that the Pro Services and any User Content they create do not infringe third-party intellectual property rights. Pros shall indemnify Manivo against any damage arising from a breach of this representation.

11.3. Reviews, images and works uploaded by Clients remain the property of the Client, subject to the licence granted to Manivo under Section 8.2.

12. Prohibited conduct

Users must not:

  • Use the Platform for any unlawful purpose, fraud, money laundering or terrorism financing;
  • Post false information, impersonate identities or forge credentials;
  • Interfere with, attack or exploit vulnerabilities in the Platform;
  • Collect other Users' data without lawful consent;
  • Automate access (crawlers, bots) contrary to Platform rules;
  • Offer goods or services prohibited under Vietnamese law;
  • Put phone numbers, private contact details or external links into postings, public profiles or quote content — contact details are exchanged only after the two parties have matched (see the Privacy Policy);
  • Take a Select Request off the Platform to avoid the Select Fee. Doing so also voids the outcome guarantee in Section 7.4 for that Client, because Manivo has no way to verify work carried out outside the system.

13. Limitation of liability

13.1. The Platform is provided "as-is". To the extent permitted by law, Manivo does not warrant that the Platform will be uninterrupted, error-free or meet every User expectation.

13.2. On the Open tier, Manivo is not liable for:

  • The quality, timing or outcome of Pro Services;
  • Damages arising from direct agreements between Clients and Pros;
  • Unlawful conduct or professional misconduct by any Pro or Client;
  • Indirect, consequential, lost-profit or lost-opportunity damages.

13.2bis. On Manivo Select, the exclusions in Section 13.2 do not apply to the commitments in Sections 7.4 and 9.4. Manivo is liable for the outcome of a Select Request up to the value of that Request.

13.3. Beyond the liability in Section 13.2bis, Manivo's maximum financial liability to a single User is limited to the total amounts that User actually paid to Manivo during the six (6) months immediately preceding the event, unless a higher amount is mandated by law. For Users of the Open tier only — where Manivo collects nothing — this limit is determined under applicable law.

13.4. These limitations do not apply to liability that cannot be excluded by law (e.g., fraud, wilful misconduct or personal data breaches).

14. Indemnification

Users agree to indemnify and hold Manivo harmless from any claim, loss or cost (including reasonable legal fees) arising from: (i) User's breach of these Terms; (ii) User Content; (iii) Pro Services; or (iv) infringement of law or third-party rights.

15. Termination

15.1. Users may stop using the Platform and request account deletion at any time by contacting Manivo. Obligations accrued before termination survive.

15.2. Manivo may suspend or terminate a User's access if: (a) they breach these Terms; (b) they engage in risky or fraudulent conduct; (c) required by the competent authority; or (d) Manivo ceases the Platform Services.

15.3. Personal data is handled post-termination as described in the Privacy Policy.

16. Changes to the Terms

16.1. Manivo may update these Terms to reflect legal or operational requirements. Updates will be published on the Platform with an effective date.

16.2. Material changes will be notified to Users via email or in-app notice at least [X] days before taking effect.

16.3. Continued use of the Platform after the effective date constitutes acceptance of the updated Terms.

17. Governing law

These Terms are governed by and construed in accordance with the laws of Vietnam, including without limitation the 2025 E-commerce Law, the Personal Data Protection Law, the Law on Electronic Transactions and their implementing regulations.

18. Contact

  • Operating entity: Công ty TNHH Avio Group
  • Business registration/tax number: 5702128465
  • Registered office: Thôn 11, Đặc khu Vân Đồn, tỉnh Quảng Ninh, Vietnam
  • Support email: support@manivo.co
  • Legal email: legal@manivo.co
  • Hotline: 0899772886
  • Website: https://manivo.co