Information on the operator of the e-commerce platform

• Company Name: TikTok Pte. Ltd.
• Head Office Address: 1 Raffles Quay, #26-10, South Tower, Singapore 048583
• Legal representative: Jinmei Xiao
• Company Registration Certificate No. 201719908M issued on 17/07/2017 by the Accounting and Corporate Regulatory Authority of Singapore (ACRA)

Pricing Policy

Prices of goods and services for Buyers

Listed price

• The prices of goods and services displayed on the Platform are set and published by the Seller, unless otherwise provided by law.
• The listed price on the Platform is expressed in Vietnamese Dong and already includes all taxes applicable to the goods and services as stipulated by the provisions of Vietnamese law.
• The Seller shall be responsible for ensuring that the listed prices are complete, accurate, clear, and not misleading to the Buyer, and shall comply with the provisions of laws and regulations on prices, taxes, consumer rights protection, promotions, and other relevant legal provisions.

Transportation cost

• Unless the Platform or the Seller explicitly notifies that the listed price already includes the shipping cost, the price of goods and services displayed on the product information page does not include the shipping cost.
• Shipping fees, if applicable, shall be determined based on relevant factors, including the delivery address, the pickup address, the shipping method, the shipping service provider, the chargeable volume or weight, the parcel dimensions, the type of goods, the delivery time, any shipping fee subsidy or discount program, and other factors displayed on the Platform at the time when the Buyer places the order.
• The estimated shipping fee will be displayed to the Buyer before the Buyer confirms the order. The final shipping fee will be indicated on the checkout page and in the order confirmation information.

Other expenses

• In addition to the prices of goods and services and shipping costs, the Buyer may be required to pay other expenses if they choose or use paid services, such as special delivery services or other additional services.
• The Platform will clearly display the name, amount, or method of identification for each incurred cost before the Buyer confirms the order. The Platform will not automatically collect from the Buyer any costs that have not been displayed or approved by the Buyer in accordance with the order placement process.

Discounts and special offers

• The actual price that the Buyer has to pay may be adjusted by the discount provided by the Seller, the voucher or preferential offer provided by the Platform, promotional programs, shipping fee subsidies, reward points, preferential benefits or other valid discount methods that are applied.
• Discounts and incentives are presented separately, if applicable. Prior to confirming the order, the Buyer may check:

a. The prices of goods and services are tax-inclusive;
b. Discounts or incentives applied;
c. Transportation costs;
d. Other expenses, if any; and
e. Total amount to be paid by the Buyer.

2.2. Service usage fees for Sellers

Applicable fees

Depending on the type of Seller, product category, product, order value and order fulfillment status, participating program and services used, TikTok Shop may charge the Seller the following fees, including but not limited to:
a. Platform Commission Fee;
b. Transaction Fee;
c. Order Processing Fee;
d. Shipping Fee;
e. Fees for additional programs, features or services that the Seller subscribes to or uses; and
f. Other fees or adjustments announced from time to time.
Summary information on the various fees applicable to Sellers is published in the policy Seller Fees on the TikTok Shop Academy. This page includes information on the main types of fees and links to the detailed policies applicable to each type of fee.

Fee Schedule and Fee Calculation Method

The fee amount, commission rate, applicable subjects, fee calculation basis and formula, effective date, time when the fee is incurred or deducted, refund policy, and other applicable conditions for each type of fee are specified in detail in the policies and fee schedules published on the TikTok Shop Academy, including:
a. Platform Commission Fee: calculated based on successfully delivered orders and automatically deducted from the payment for the order; The commission rate may vary depending on the type of Seller and product category. Detailed information is published in the policy on Platform Commission Fees and the fee schedule attached to that policy;
b. Transaction Fee: levied on orders that have been successfully delivered to customers, in accordance with the published fee rates and calculation formula specified in the Transaction Fee policy;
c. Order Processing Fee: calculated for successfully delivered orders based on a fixed fee or the calculation method specified in the Order Processing Fee policy;
d. Shipping Fee: shall be determined based on the type of shipping service, shipping route, weight, package dimensions and other relevant factors in accordance with the applicable shipping policies and fee schedules, including Guidelines on Shipping Fees for the Vietnam Platform and other relevant policies; and
e. Other fees and adjustments: shall be applied as appropriate to the nature of the corresponding service, program or transaction, and shall be specified in the policy applicable to such service, program or transaction.
The policies, fee schedules, preferential fee tables and documents referenced in this Section, once publicly published on the Platform, shall form an integral part of this Pricing Policy.

Tax applicable to service fees

Unless otherwise stated in this policy or the applicable fee schedule, the published fees applicable to Sellers in Vietnam already include the taxes imposed under Vietnamese law.
In case the Seller is an organization that has registered for tax in Vietnam, has provided its tax identification number to TikTok Shop, and such tax identification number has been verified by TikTok Shop, the fees charged shall be exclusive of any applicable taxes imposed in Vietnam; Fee collection and tax handling shall be carried out in accordance with the tax policies of TikTok Shop and relevant legal provisions.

Account opening and maintenance fees

Currently, TikTok Shop does not charge any fees for opening or maintaining a Seller Account. In the event of any changes, such information will be clearly announced on the Seller Fees page or other appropriate locations on the Platform prior to implementation.

Supplementary services or programs

For additional services or programs that Sellers may voluntarily register for, TikTok Shop will announce the applicable fee amount or fee calculation method, implementation timeline, and relevant conditions (if any) before Sellers use or sign up for them.
In the event that the service is provided by a third party, information regarding the service provider, the fee amount or the method for determining the fee, and the payment method (if applicable) will be displayed to the Seller before the Seller confirms the use of the service, where applicable.

Announce and consult the fee schedule

TikTok Shop announces and updates information on the various fees applicable to Sellers on the Platform, including the following:
a. TikTok Shop Academy;
b. Seller Center;
c. Seller Fees page;
d. The detailed policies or fee schedules applicable to each type of fee; and
e. Other locations to be notified to the Seller.
Sellers can check the actual fees incurred for their orders or transactions in the Seller Center.
Reference to the policies or fee schedules on the Platform shall be construed as reference to the version in effect at the relevant time, provided that any changes falling under the cases specified in Clause 5 have been publicly announced within the time limit prescribed in that Clause.

Modify the service fees for Sellers

In the event that TikTok Shop modifies the fee rate or amount, the basis or formula for fee calculation, the fee-paying entities or transactions, the time when fees accrue or are deducted, or imposes a new type of fee on Sellers, TikTok Shop will publicly disclose the details of such changes on the Platform prior to the effective date, in compliance with the provisions of the current applicable laws and regulations.
Changes to the relevant information may be announced by updating the Seller's Fees page, the relevant policies or detailed fee schedules, and notifying the Seller via the Seller Center, account inbox, email, or other appropriate electronic means.
During the notice period, the Seller may review the changes and decide whether to continue using the services in accordance with the applicable terms of the Platform.
Any limited-time promotional programs or fee discounts shall not alter the standard fee schedule, unless otherwise specified in the announcement content of such programs or the Platform.
In the event of any discrepancy between the general content of this Pricing Policy and the detailed policies or tariff schedules applicable to specific fee types, the detailed policies or tariff schedules shall prevail, provided that such content has been duly published and notified in compliance with this Policy and applicable legal provisions.

Conditions or restrictions on the supply of goods or services

3.1. Time limit for service provision

No limit.

3.2. Geographical scope limitations

3.3 Restrictions on customer groups

Pursuant to our policies, TikTok Shop is only available to users aged 18 and above, and the Platform has put in place mechanisms to enforce this requirement. The details are as follows:

• When creating an account on the TikTok App, if the User has registered information indicating an age of 18 or above: the Shop Tab toolbar will be displayed in the TikTok App so that users can place orders on TikTok Shop.

• When creating an account on the TikTok App, if the User has registered information indicating an age under 18 or actively adjusted their age information to be under 18: the Shop Tab toolbar will not be displayed in the TikTok App for the User to place orders on TikTok Shop.

For clarity, in this case, Users may still be recommended short videos from Sellers/Creators for affiliate marketing activities. Users will be able to view the Products but will not be able to complete the purchase.
The regulation restricting users under the age of 18 is publicly disclosed in the TikTok Shop Terms of Service and Sale.

3.4. Quantity Limitations

There is no limit on the number of customers.

3.5. Conditions on service availability

The TikTok Shop platform maintains a formal Business Continuity Management framework, a multi-site disaster recovery architecture, and pre-established Business Continuity Plans (“ BCP ”). Services may be subject to temporary interruption or quality degradation due to technical failures, scheduled maintenance activities, or force majeure events.
In such cases, traffic scheduling will redirect requests between geographically distributed data centers, supported by cross-site data replication (DRC) and pre-defined redundancy measures to protect core functions. Recovery shall comply with documented BCP with defined targets such as Recovery Time Objective (RTO) and Recovery Point Objective (RPO), clear communication protocols, and annual minimum testing to quickly resume critical operations.

Payment Policy

4.1. Payment between the Buyer and the Seller

• When a Buyer purchases a Product, the Buyer may review and select the relevant payment methods as listed on TikTok Shop, which may be updated from time to time, including but not limited to:
  • For clarity, except for the payment method specified in Option 1, the payment methods available on TikTok Shop, which may vary from time to time, will be deployed by credit institutions that are licensed and operate legally in Vietnam. The direct engagement with these credit institutions is carried out by PIPO Vietnam Joint Stock Company (“ PIPO VN ”), the payment intermediary service provider that coordinates certain payment services for TikTok Shop Vietnam. For clarity, PIPO VN was formerly known as IO Media Joint Stock Company, a company incorporated in Vietnam with enterprise code 0312405354, having its head office at Level 8, The Nexus Building, 3A-3B Ton Duc Thang Street, Saigon Ward, Ho Chi Minh City, Vietnam, and holding the payment intermediary service operation license No. 25/GP-NHNN issued on 04 October 2022.

4.2. Payment between the Seller and TikTok Shop Vietnam

The payment terms and methods between the Seller and TikTok Shop Vietnam shall be governed by the TikTok Shop Seller Terms of Service. Specifically, after the mutually agreed period, TikTok Shop Vietnam will instruct its designated payment service partner to transfer the payment to the Seller, following the deduction of any applicable fees, charges and/or taxes.
When a Seller sells Products on TikTok Shop, based on the nature and operating policies of the e-commerce platform, it can be understood that the relevant Seller has authorized TikTok Shop Vietnam to collect payment from the Buyer for the sale of the Products, and then remit the payment (after deducting any relevant fees and charges, if applicable) to the Seller in accordance with the agreement between TikTok Shop Vietnam and the Seller.

4.3. Payment between the transport/logistics service provider and TikTok Shop Vietnam

The payment time and payment method between TikTok Shop Vietnam / its affiliates and the logistics and transportation service providers shall be subject to the service contracts signed between TikTok Shop Vietnam and/or its affiliates and the said partners. Specifically, TikTok Shop Vietnam and/or its affiliates will make payments to the transportation partners based on the number of successfully delivered orders. The regular payment cycle is once a month for the service of the previous month.

Priority Display Policy

5.1 What is a recommendation system?

TikTok's mission is to inspire creativity and bring joy. We display a great deal of content related to the operations of TikTok Shop, such as videos with product links and product tags, and we hope that Users can discover interesting and relevant content. That is why we use recommendation systems similar to those in our feeds to deliver a personalized experience to Users. These systems recommend content based on Users' preferences as they interact on TikTok, such as the decision to purchase a product or liking posts.
User interactions on the app serve as signals that help the system predict and recommend content and products that the user may be interested in, or those that they are less interested in and might want to skip. User interactions on TikTok can influence how the system ranks and delivers content.

5.2. How content is recommended on TikTok Shop

We recommend content based on a number of factors to predict how relevant and interesting the content will be to Users. The three main factors include: User interactions, content information and User information.
The recommendation system selects from a large collection of eligible TikTok Shop content and ranks them based on the system's predictions of how likely Users are to be interested in each piece of content. In certain recommendation systems, these predictions are also influenced by the interactions of other people with similar interests on TikTok. For example, if User A likes videos 1,2, and 3, and User B likes videos 1,2, 3,4, and 5, the recommendation system may predict that User A will also like videos 4 and 5. As a shopper, Users can interact with TikTok Shop through a number of feeds and features that we continuously improve and expand over time.
TikTok Shop allows users to search for products based on their preferences and discover new sellers. Below are some common examples of the features that users can access via TikTok Shop.

• Search

Users can search for products on TikTok Shop in a variety of ways, including using the search tool within feeds such as the Shop Tab.
The following are some key factors that may affect the TikTok Shop content displayed in users' search results:

• User interactions: The products and stores that users have searched for, saved, added to cart, and purchased, as well as the TikTok Shop videos that the user have liked, shared, commented on, watched in full, or skipped.
• Content information: The number of views a product or store receives, the relevance of the product or TikTok Shop content to the User's search, products that are frequently purchased and added to the cart, and store performance such as the return rate for a specific store.
• User information: Age (in cases where we request proof of identity or age to verify your eligibility to use certain features, such as joining a livestream, or for account verification purposes), device settings, language preferences, location, time zone, as well as the device date and type, and inferred information such as age, gender and interests.

Different factors may play a greater or lesser role in what is recommended, and the importance – or weight – of a factor can change over time. For many Users, the relevance of a product to the specific content being provided often plays a more important role than other factors.

• Shop Tab

The Shop Tab is where you can browse products and stores. The following are the key factors that may affect the content displayed in the Shop Tab:

• User Interactions: The products and stores that the User has searched for, saved, added to cart, and purchased, as well as the TikTok Shop videos that the User has liked, shared, commented on, watched in full, or skipped.
• Content information: The number of views a product or store receives, the relevance of the product or TikTok Shop content to the User's search, products that are frequently purchased and added to the cart, and store performance such as the return rate for a specific store.
• User Information: Age (in cases where we request proof of identity or age to verify your eligibility for certain features, such as joining a livestream, or for account verification purposes), device settings, language preferences, location, time zone, and device date and type, as well as inferred information such as age, gender, and interests

Different factors may play a greater or lesser role in what is recommended, and the importance – or weight – of a factor can change over time. For many users, the relevance of a product to the specific content being provided often plays a more important role than other factors.

5.3 Other factors affecting how TikTok recommends content to users

Protecting the User ExperienceOur recommendation system is designed with safety as the top priority, and we will remove any content or products identified as violating Community Guideline and our policies as stipulated in the TikTok Shop Seller Terms of Service.
Available ProductsTo be eligible for recommendation, all products featured in TikTok Shop videos or LIVE videos must be in stock and available for buyers to purchase.

How it affects what users see on TikTok Shop

SearchUsers can use the following features to help shape their search results on TikTok Shop:

• Filters: Used to refine a user’s search results, for example by price range and ratings.
• Sort by: Select to sort search results, such as by the most relevant match, best-selling, or price from low to high (or high to low).

Shop TabUsers can use the following features to help shape the Shop Tab:
Feedback: If you do not like a specific product, you can let us know. Long-press on a product (available via certain features such as the "You may also like" module in the shopping cart) to submit feedback indicating that the User is not interested in this product or similar products.

Service Delivery Policy

Not applicable. TikTok Shop is an e-commerce platform for trading goods; services are not items eligible for exchange on TikTok Shop.

Service Termination and Refund Policy

Not applicable. TikTok Shop is an e-commerce platform for trading goods; services are not tradable items on TikTok Shop.