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Terms of Service

Last updated: 27 Aug 2026

These Terms set out the conditions and procedures for using the online claw machine service provided by LUXURY CRANE (the 'Company').

Article 0 (Business information)

· Company: CÔNG TY TNHH LUXURY CRANE · Business registration no. (MST): 0319602866 · Legal representative: NGUYỄN THỊ TUYẾT TRANG · Registered address: 22 Bùi Viện, Phường Bến Thành, Ho Chi Minh City, Vietnam · Phone: +84 38 484 3767 · Email: luxurycrane.online@gmail.com

Article 1 (Purpose)

These Terms set out the rights, obligations and responsibilities of the Company and users in relation to the service the Company provides.

Article 2 (Nature and scope of the service)

The Company sells plush toys — tangible goods — through the app on an instalment basis, and hands them over directly at the Company's stores via QR code. Each user action is one instalment payment toward the product the user is accumulating; every payment grants exactly one ticket. The 3D crane interface displays the purchase progress and is not the object of the business; the result shown on the interface does not affect the number of tickets or the product the user receives. The Company provides no cash or cash-equivalent rewards, does not convert points or tickets into cash, and neither creates nor sells virtual items. Only tangible goods are provided to users.

Article 3 (Eligibility)

This service is available only to users aged 18 or older. Users must confirm at sign-up that they are 18 or older; if that confirmation proves false, the Company may terminate the service agreement.

Article 4 (Points and payment)

Users may top up points via ZaloPay, MoMo, VietQR, bank transfer, or another method designated by the Company. · Points are an in-service means of buying and exchanging physical products, and cannot be converted to cash. · The amount paid and points granted follow what is shown on the payment screen. · Payment is made through the methods the Company provides rather than in-app purchase (IAP), because what is awarded is a physical product. · Refunds follow Article 9 and the Company's Refund Policy.

Article 5 (Earning and using tickets)

For every play, the Company grants exactly one ticket, regardless of the outcome of that play. Whether the crane holds on or drops has no effect on the number of tickets granted. · Products are obtained by exchanging tickets. The number of tickets required for each product is shown at all times on the room detail screen in the app. · The user chooses which product to exchange for. · Tickets can only be used in the room where they were earned and are not transferable between rooms. · Tickets do not expire and are not forfeited arbitrarily. · Tickets cannot be converted to cash and cannot be transferred to another person. · If the Company closes a room or stops supplying its products, unused tickets in that room are refunded as the points used to earn them.

Article 6 (Prizes and QR pickup)

A QR code is issued for each product you exchange tickets for, and you present it at a store to receive the physical item. · The QR code is single-use and valid for 14 days from issuance (the expiry is shown in the app). · An expired QR code cannot be used, and the corresponding product is marked expired and can no longer be collected. · Depending on stock, the Company may substitute a product of equivalent value, with prior notice. · Identity verification may be requested at pickup.

Article 7 (Rights and obligations of the parties)

1. Obligations of the Company · Provide the service as disclosed; disclose fully and accurately the price, the tickets required for each product, and the total amount payable before the transaction. · Deliver exactly the product exchanged, guaranteeing genuine goods matching the description. · Protect users' personal data under the Privacy Policy and applicable law. · Receive and handle reports, requests and complaints under the procedure and deadlines in Article 16. · Give prior notice of changes adverse to users, and of suspension or termination of the service. 2. Rights of the user · To know in advance the total amount payable, the tickets required per product, and any costs incurred. · To freely choose which product to exchange within the tickets accumulated. · To request refunds or returns under Article 9 and the Refund Policy. · To file reports and complaints and receive the outcome under Article 16. · To withdraw from the service agreement at any time under Article 8. 3. Obligations of the user — users must not: · Use fraudulent means or programs to interfere with ticket accrual, exchange or payment · Impersonate or make unauthorised use of another person's account, payment method or QR code · Trade products, points or tickets for the purpose of converting them into cash · Obstruct operation of the service or cause harm to other users If clause 3 is breached, the Company may restrict use or terminate the service agreement.

Article 8 (Account deletion and termination)

You may terminate the service agreement at any time at [My Page > Settings > Delete account]. If you do not have the app installed, you can request deletion through the account deletion page on our website. On deletion, the following take effect immediately and cannot be undone: · Account identifiers (email, nickname and the like) are erased and login credentials revoked · Your entire point and ticket balance is forfeited — it is not refunded · Unclaimed prizes expire — they can no longer be picked up in store Please use any remaining points and collect any outstanding prizes before deleting your account. Payment and pickup records are anonymised and retained as required by law. The Company may terminate the agreement, after prior notice, if a user breaches Article 7.

Article 9 (Refunds)

Refunds of topped-up points follow applicable law and the Company's Refund Policy. · A full refund is given where the fault lies with the Company, such as a payment error or duplicate charge. · For unused points, you may request a refund under the criteria in the Refund Policy. · As a rule, points already converted into tickets and products already collected are not refundable. Refunds of unused tickets follow the Refund Policy. Please see the Refund Policy page for detailed criteria and procedures.

Article 10 (Changes and suspension of the service)

The Company may change the service, room line-up, product line-up and point policy. Changes that disadvantage users will be announced through the app or website before they take effect. The Company may suspend all or part of the service for unavoidable reasons such as system maintenance, equipment failure or force majeure.

Article 11 (Limitation of liability)

The Company is not liable for service interruptions caused by force majeure, such as natural disasters or network failures. The Company remains liable under applicable law for damage caused by its intent or gross negligence.

Article 12 (Disputes and governing law)

All reports, requests and complaints relating to the service are received and resolved under the procedure and deadlines set out in Article 16 of these Terms. These Terms are construed and applied under Vietnamese law; if a dispute is brought before a court, jurisdiction follows applicable law.

Article 13 (Changes to these Terms)

The Company may amend these Terms to the extent permitted by law. Amendments, along with their effective date, will be announced in advance through the app or website; changes that disadvantage users will be announced a reasonable time before they take effect.

Article 14 (Conditions and manner of using the service)

1. Hours of availability: the service is provided 24 hours a day, every day of the year. Where scheduled maintenance or a system upgrade is required, the Company gives prior notice through the app or website. 2. Equipment required: an Internet-connected smartphone or tablet (Android 8.0 or later, or iOS 14 or later), or a web browser supporting WebGL graphics. Display quality may vary with device specification and connection speed. 3. Number of devices used simultaneously: one account may be logged in and used on only one device at any given time. Logging in on a new device automatically ends the previous session. 4. How to use: (1) install the app and register an account → (2) top up points → (3) select a room and pay per turn, receiving one ticket per turn → (4) accumulate the disclosed number of tickets and exchange them for a product → (5) receive a QR code and collect the item in store. 5. Main features: point top-up, per-turn payment, ticket accrual, exchange of tickets for products, QR code issuance, and access to transaction and collection history. 6. Restrictions on use: · Available only to persons aged 18 or over. · Tickets may be used only in the room where they were accrued; they cannot be moved to another room or transferred to another person. · A QR code may be used once and is valid for 14 days from issuance. · The top-up limit is VND 5,000,000 per transaction. · Automation software, emulators and any form of technical interference are prohibited. · The service may be interrupted by the force majeure events set out in Article 10.

Article 15 (Criteria for displaying, ordering and prioritising products)

The Company does not use personalisation algorithms to select, order or prioritise the display of products for individual users. At any given time, all users see the same list of rooms and products. Display order is determined by: · the display sequence set manually by the Company for each room and product; · stock availability — sold-out items are moved to the end of the list or hidden; · grouping of rooms by the price of a single payment. The Company receives no consideration from any third party for prioritising the display of products, and does not vary display order on the basis of an individual user's transaction history or behaviour.

Article 16 (Receiving and handling reports, requests and complaints)

1. Channels · Email: the address given in Article 0 · The "Contact" page on the website and the support section in the app · Telephone: the number given in Article 0, during business hours (10:00 – 18:00, excluding public holidays) 2. Procedure (1) The user submits the matter with their account identifier, the time of the transaction and any supporting material. (2) The Company acknowledges receipt and issues a reference number. (3) The Company reviews and verifies the matter, requesting further information if needed. (4) The Company notifies the user of the outcome and any remedial action. 3. Deadlines · Acknowledgement of receipt: within 3 business days of receiving the matter. · Notification of outcome: within 15 days of receipt. Where a complex matter requires further verification, the period may be extended but shall not exceed 30 days, and the Company will clearly notify the reason. · Where a refund is due, it is made within the period set out in the Refund Policy. 4. If the user does not accept the outcome, they may request intervention by the consumer protection authority or the competent state authority, or bring proceedings before a court under Vietnamese law.

Article 17 (Termination of the service and settlement of rights and obligations)

1. Notice: if the Company terminates the service in its entirety, it gives at least 30 days' prior notice through the app, the website and the registered email address. 2. Unused tickets: from the notice date until termination, users may continue to exchange tickets for products. Tickets unused as at the termination date are returned as the points used to accrue them, or refunded under the Refund Policy. 3. Unused points: unused points are returned under the Refund Policy. Bonus points granted on top-up and points received from promotional codes are not refundable. 4. Uncollected products: products already exchanged and issued with a QR code but not yet collected must be collected in store before the termination date. Where collection is impossible for reasons attributable to the Company, the Company returns the corresponding points or refunds under the Refund Policy. 5. Amounts already paid: any amount paid for which no corresponding goods were supplied is returned in full under clauses 2, 3 and 4 of this Article. 6. Partial termination: where only a room is closed or a single product is discontinued, settlement follows Article 5 and the Refund Policy. 7. After termination, the Company retains transaction and payment records for the period required by law and handles personal data under the Privacy Policy.