Website Terms of Use

1. INTRODUCTION

Welcome to ULIV.

This website, including all associated webpages, booking functionality, digital services, content and applications made available through the website, is operated for and on behalf of ULIV Hospitality and/or the relevant ULIV operating entity or property operator.

For the purposes of these Terms, “ULIV”, “we”, “us” or “our” means the applicable ULIV entity responsible for the website, reservation, accommodation, product or service concerned.

“Website” means ULIVSTAY.COM and any associated webpages, booking interfaces, digital platforms or services operated by or on behalf of ULIV.

“User”, “you” or “your” means any person accessing, browsing, using or transacting through the Website.

By accessing or using the Website, you acknowledge that you have read, understood and agree to be bound by these Terms of Use and all applicable policies referenced herein.

If you do not agree with these Terms, you should discontinue use of the Website.

2. SCOPE OF THESE TERMS

These Terms govern:

access to and use of the Website
browsing and use of ULIV content
submission of enquiries
creation and management of user accounts, where applicable
accommodation searches
reservation and booking functionality
online payments
promotional offers
digital communications
use of third-party services integrated into the Website; and
other services expressly made available through the Website

Additional terms may apply to specific services, properties, rates, promotions or transactions.

Where specific terms apply to a particular booking or service, those specific terms shall prevail over these general Terms to the extent of any inconsistency.

3. ELIGIBILITY

By using the Website, you represent that:

you have the legal capacity to enter into a binding agreement
all information submitted by you is accurate, complete and current
you will use the Website only for lawful purposes
you will comply with all applicable laws and regulations; and
you will not misuse the Website or its reservation facilities

Where a reservation requires a minimum age, identification requirement or other eligibility condition, the specific property or booking terms shall apply.

4. PERMITTED USE

ULIV grants you a limited, non-exclusive, non-transferable and revocable right to access and use the Website for legitimate personal, informational and reservation purposes.

Unless expressly authorised in writing by ULIV, you must not:

reproduce or commercially exploit Website content
scrape, crawl, harvest or systematically collect Website data
copy or reproduce ULIV intellectual property
interfere with Website functionality
introduce malicious code, viruses or harmful software
attempt to gain unauthorised access to systems
use automated systems to make fraudulent or speculative reservations
impersonate another person or entity
submit false or misleading information
use the Website for unlawful purposes; or
use the Website in a manner that may damage ULIV, its properties, partners or users

ULIV may suspend or restrict access where misuse, fraud, security risk or unlawful activity is suspected.

5. WEBSITE INFORMATION

ULIV seeks to maintain accurate and current information on the Website.

However, accommodation availability, rates, photographs, descriptions, facilities, opening hours, operating conditions and other information may change from time to time.

Certain information may be provided by individual properties, owners, operators, partners or third-party service providers.

ULIV does not guarantee that every item of information displayed on the Website will always be complete, current or error-free.

Where a specific booking confirmation has been issued, the confirmed booking details shall generally prevail over general Website information, subject to the applicable booking terms.

6. ACCOMMODATION INFORMATION

Property descriptions, room categories, apartment types, villa categories, facilities and photographs are provided for general information and booking purposes.

Actual accommodation may differ from photographs or illustrative materials due to:

room configuration
renovation
maintenance
seasonal changes
furniture replacement
operational requirements; or
differences between individual units within the same category

Where a property contains individually owned or operated units, the exact unit assigned may differ from images displayed online unless a specific unit has been expressly guaranteed.

7. RATES, TAXES AND FEES

Rates displayed on the Website are subject to availability and the conditions associated with the selected rate.

Unless expressly stated otherwise, rates may be subject to:

applicable taxes
service charges
tourism or local charges
payment fees
additional guest charges
extra bed or supplementary charges
transportation charges; and
other charges disclosed during the booking process

The total price payable shall be displayed or otherwise communicated before completion of the reservation, where required by applicable law.

ULIV reserves the right to correct obvious pricing errors.

Where a material pricing error occurs, ULIV may contact the guest to confirm whether the guest wishes to proceed at the correct price or cancel the reservation in accordance with applicable law and the applicable booking conditions.

8. CURRENCY

The Website may display prices in multiple currencies for convenience.

Where a currency conversion is displayed, the converted amount may be indicative unless expressly stated otherwise.

The amount actually charged may depend on:

the booking currency
the property's local currency
the payment provider
the issuing bank
exchange rates; and
applicable banking or conversion fees

The applicable currency and payment amount shown at the time of booking shall govern the transaction, subject to applicable law.

9. RESERVATIONS

A reservation is not confirmed merely because a user has selected a room, property or rate.

A booking becomes effective only when ULIV or the applicable property/operator has successfully processed the reservation and issued a booking confirmation or equivalent confirmation.

The booking confirmation should normally contain:

guest name
property
accommodation type
check-in date
check-out date
number of guests
rate
applicable taxes and fees
payment conditions
cancellation conditions
booking reference; and
other material booking conditions

Guests are responsible for reviewing their booking confirmation and notifying ULIV promptly of any apparent error.

10. BOOKING CONDITIONS

Each rate or offer may carry different conditions.

These may include:

flexible cancellation
non-refundable rates
advance purchase
minimum stay
maximum stay
deposit requirements
payment deadlines
occupancy restrictions
age restrictions
promotional restrictions
membership requirements; or
other specific conditions

The conditions displayed during the booking process form part of the booking agreement.

Where a property has additional house rules or operating conditions, those rules may also apply.

11. CANCELLATION, MODIFICATION AND NO-SHOW

Cancellation and modification rights depend on the rate and booking conditions applicable to the reservation.

Unless expressly stated otherwise:

cancellation may be subject to a fee
non-refundable reservations may not be refundable
changes may result in a rate difference
failure to arrive may constitute a no-show
unused nights may not automatically be refundable; and
early departure may be subject to the applicable booking conditions

The specific cancellation and modification terms displayed during booking shall prevail.

ULIV shall not apply a cancellation condition that conflicts with mandatory rights provided by applicable law.

12. PAYMENT

ULIV may accept payment through approved payment providers and payment methods displayed on the Website.

The guest authorises ULIV, the applicable property/operator or the designated payment provider to process the transaction in accordance with the booking terms.

Payment information may be processed by third-party payment service providers.

ULIV does not intentionally store full payment card information where such information is processed directly by a certified payment provider, except where legally permitted and operationally necessary.

Users must provide valid payment information and must not use payment methods without proper authorisation.

ULIV reserves the right to cancel or suspend a transaction where fraud, unauthorised payment activity or material payment risk is reasonably suspected.

13. SECURITY DEPOSITS AND INCIDENTAL CHARGES

Certain properties may require:

security deposits
pre-authorisation
incidental deposits
damage deposits; or
other guarantees

Where applicable, the amount and conditions shall be communicated before or during the booking/check-in process.

Guests remain responsible for charges arising from:

property damage
loss of property
excessive cleaning
unpaid services
violation of property rules; or
other legitimate charges incurred during the stay

Any such charges shall be administered in accordance with applicable law and the property's published policies.

14. CHECK-IN AND CHECK-OUT

Standard check-in and check-out times shall be communicated by the relevant property.

Early check-in and late check-out are subject to availability and may incur additional charges.

The property may require valid identification, registration information, payment guarantees or other documents required by applicable law.

Failure to satisfy mandatory check-in requirements may result in refusal of accommodation where legally permitted.

15. GUEST RESPONSIBILITIES

Guests are responsible for:

providing accurate guest information
complying with property rules
respecting other guests, employees and neighbours
using accommodation and facilities appropriately
protecting property and equipment
complying with fire, safety and security requirements
paying all legitimate charges
supervising minors under their responsibility; and
complying with applicable laws

ULIV may take appropriate action where a guest engages in unlawful, threatening, abusive, disruptive or materially unsafe behaviour.

16. PROPERTY-SPECIFIC TERMS

Each ULIV property may establish additional terms relating to:

smoking
pets
children
maximum occupancy
events and parties
noise
visitors
parking
cooking
use of facilities
security
identification
long stays
serviced apartments
villas
residential properties; and
other operational matters

Property-specific rules form part of the applicable accommodation agreement.

17. INTELLECTUAL PROPERTY

All content on the Website, including:

ULIV trademarks
logos
brand names
photographs
illustrations
graphics
designs
layouts
text
videos
icons
software
databases
documents; and
other digital materials
is owned by ULIV, its licensors or authorised third parties unless otherwise stated

Nothing in these Terms grants the user ownership of any ULIV intellectual property.

Unauthorised reproduction, modification, distribution, public display, commercial use or exploitation is prohibited.

18. USER-GENERATED CONTENT

Where ULIV permits users to submit reviews, photographs, comments or other content, the user remains responsible for the content submitted.

Users must not submit content that is:

unlawful
defamatory
fraudulent
discriminatory
threatening
obscene
misleading
infringing
confidential; or
otherwise inappropriate

By submitting content, the user grants ULIV a non-exclusive, worldwide, royalty-free licence to use, reproduce, display and distribute that content for legitimate business, service, marketing and communication purposes, subject to applicable law.

ULIV reserves the right to remove content that violates applicable requirements.

19. REVIEWS AND RATINGS

Guest reviews represent the opinions of individual users.

ULIV does not guarantee that every review represents the experience of all guests.

ULIV may moderate, reject or remove reviews that are demonstrably fraudulent, unlawful, abusive, irrelevant or inconsistent with applicable review standards.

ULIV will not knowingly manipulate genuine guest reviews solely to create a misleading impression of a property.

20. THIRD-PARTY SERVICES

The Website may integrate or link to third-party services, including:

payment providers
booking technology
mapping services
analytics services
social media platforms
transportation providers
travel services; and
other external services

Third-party services may be governed by their own terms and privacy policies.

ULIV is not responsible for third-party websites or services that it does not control.

21. EXTERNAL LINKS

The Website may contain hyperlinks to external websites.

These links are provided for convenience or informational purposes.

ULIV does not necessarily endorse or control the content, security, availability, products or services of external websites.

Users access external websites at their own risk.

22. PRIVACY AND PERSONAL DATA

ULIV collects and processes personal information in connection with:

Website use
enquiries
reservations
payments
guest services
customer support
marketing communications
account management; and
legal and regulatory requirements

Personal data shall be processed in accordance with applicable data protection laws, including applicable Vietnamese data protection requirements.

Further information is provided in the ULIV Privacy Policy.

The Privacy Policy forms an integral part of the Website Legal Framework.

ULIV's personal data processing shall be governed, where applicable, by Vietnam's personal data protection framework, including Decree No. 13/2023/NĐ-CP.

23. COOKIES

ULIV may use cookies and similar technologies to:

operate the Website
remember preferences
improve functionality
analyse Website performance
understand user behaviour
support security
personalise content; and
support marketing activities where permitted

Further information shall be provided in the ULIV Cookie Policy.

Where consent is legally required, ULIV shall provide an appropriate consent mechanism.

24. DIGITAL COMMUNICATIONS

By making a reservation or submitting an enquiry, users may receive service-related communications necessary to:

confirm reservations
process payments
communicate changes
provide check-in information
respond to enquiries
provide customer support; or
fulfil contractual obligations

Marketing communications shall be subject to applicable consent and opt-out requirements.

Users may unsubscribe from promotional communications through the available unsubscribe mechanism or other designated channel.

25. WEBSITE AVAILABILITY

ULIV seeks to maintain continuous availability of the Website but does not guarantee uninterrupted or error-free operation.

The Website may occasionally be unavailable because of:

maintenance
upgrades
cybersecurity events
telecommunications failures
third-party service interruption
force majeure
technical failures; or
other circumstances beyond reasonable control

ULIV may modify, suspend or discontinue any Website feature where reasonably necessary.

26. CYBERSECURITY

Users must not attempt to compromise the security or integrity of the Website.

Prohibited activities include:

unauthorised access
penetration attempts without permission
malware distribution
denial-of-service attacks
credential theft
automated abuse
data extraction
system interference; and
other malicious activities

ULIV may investigate suspected security incidents and take appropriate legal or technical action.

27. DISCLAIMER

To the maximum extent permitted by applicable law, Website content is provided for general information and booking purposes.

ULIV does not guarantee that all information will always be:

complete
accurate
current
uninterrupted
error-free; or
suitable for every individual purpose

However, nothing in these Terms shall exclude or limit rights or remedies that cannot lawfully be excluded or limited under applicable law.

28. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, ULIV shall not be responsible for indirect, incidental, special or consequential loss arising solely from use of the Website.

Nothing in these Terms excludes liability that cannot legally be excluded, including liability arising from mandatory consumer protection rights or other non-excludable statutory obligations.

Where a booking is operated by a separate legal entity or property operator, responsibility for the accommodation service may rest with that entity to the extent provided in the applicable booking agreement.

29. FORCE MAJEURE

ULIV and/or the relevant property shall not be liable for failure or delay caused by circumstances beyond reasonable control, including:

natural disasters
severe weather
epidemic or pandemic events
war
terrorism
civil unrest
government action
infrastructure failure
telecommunications failure
power interruption
labour disruption
cybersecurity incidents; or
other events beyond reasonable control

Where such circumstances materially affect a reservation, ULIV shall seek to apply the applicable booking conditions and mandatory legal requirements fairly.

30. FRAUD AND ABUSE

ULIV reserves the right to investigate and take appropriate action in cases involving:

fraudulent reservations
stolen payment instruments
identity fraud
abuse of promotional offers
repeated cancellation abuse
manipulation of booking systems
false claims
chargeback abuse; or
other fraudulent activity

Where legally permitted, ULIV may cancel affected reservations and restrict future use of Website services.

31. COMPLAINTS

Guests are encouraged to raise service concerns promptly with the relevant property or ULIV customer service team so that the matter can be investigated and resolved efficiently.

Complaints should include, where applicable:

booking reference
guest name
property
dates of stay
description of the issue
supporting evidence; and
requested resolution

ULIV will seek to handle complaints fairly, consistently and within a reasonable period.

32. DISPUTE RESOLUTION

ULIV encourages users to resolve disputes through direct communication and good-faith negotiation before commencing formal proceedings.

Nothing in this section limits mandatory consumer rights or dispute-resolution mechanisms available under applicable law.

The governing law and jurisdiction applicable to a particular booking may depend on:

the location of the property
the contracting entity
applicable mandatory consumer legislation; and
the specific booking terms

For properties located in Vietnam, applicable Vietnamese law shall apply to the extent required by law.

33. CHANGES TO THESE TERMS

ULIV may update these Terms from time to time to reflect:

changes in law
changes in business operations
changes in technology
changes to Website functionality
new services; or
other legitimate business requirements

The updated version shall be published on the Website with its effective date.

The version applicable to a completed booking shall not be changed retroactively in a manner that unlawfully prejudices the guest.

34. SEVERABILITY

If any provision of these Terms is determined to be invalid, unlawful or unenforceable, the remaining provisions shall continue to apply to the extent permitted by law.

35. ENTIRE AGREEMENT

These Terms, together with the applicable:

Booking Terms
Cancellation Policy
Payment Policy
Privacy Policy
Cookie Policy
Property Rules; and
specific rate or promotional conditions
constitute the applicable Website legal framework

Specific contractual terms relating to a reservation shall prevail over general Website terms where an inconsistency exists.

36. CONTACT

For questions concerning these Website Terms, reservations, privacy or legal matters, users may contact ULIV through the official contact channels published on ULIVSTAY.COM.

ULIV Hospitality

Vietnam

Official Website: ULIVSTAY.COM

The legal entity responsible for a particular booking or accommodation service shall be identified in the applicable booking confirmation, invoice, registration documentation or other contractual documentation where required.

37. LEGAL DOCUMENT HIERARCHY

For operational clarity, ULIV shall maintain the following hierarchy:

Level 1 — Applicable Law

Mandatory laws and regulations.

Level 2 — Property-Specific Mandatory Requirements

Requirements imposed by law or the relevant property/operator.

Level 3 — Booking-Specific Terms

Rate conditions, cancellation terms, payment terms and promotional conditions.

Level 4 — ULIV Website Terms of Use

General rules governing Website access and use.

Level 5 — Supporting Policies

Privacy, Cookies, Payments, Complaints and other supporting policies.

Where two provisions conflict, the more specific and legally applicable provision shall prevail.