Terms of Service of Shipment Fee Reimbursement Program in Vietnam

10/08/2025

Campaign

Last updated: 30 September 2025

Introduction

1.1. Welcome to the Shipment Fee Reimbursement Program (“Program”). Please read these terms and conditions (“Terms”) carefully before using the Program to understand your rights and obligations. The Program is provided by TikTok Pte. Ltd. (“TTS”, “we”, “us”, or “our”). 1.2. Accepting the Terms(a) These Terms constitute the terms and conditions of using the Platform (as defined below) for the purpose of the Program, as well as the use of the Program itself, forming a legally binding agreement between you as a seller (“Seller”, “you” or “your”) on the Platform and TTS as the provider of the Program. (b) These Terms are an integral part of (i) the TikTok Shop Seller Terms of Service available at and (ii) the TikTok Partner Privacy Policy available at (collectively, the “Platform Terms”). Your access to and use of the Program is also subject to your acceptance of and continued compliance with the Platform Terms.(c) By using the Program, you agree to be legally bound by these Terms. You further represent and warrant that: (i) you possess the legal capacity and authority to activate and use the Program, as well as to enter into these Terms and to comply with it; (ii) you have read, understood, and accepted these Terms; and (iii) you will use the Program for lawful purposes only and in accordance with these Terms and all Applicable Regulations. If you do not agree to these Terms, please do not use the Program. (d) You understand and agree that we will treat your access or use of the Program as acceptance of the Terms from that point onwards. You should print off or save a local copy of the Terms for your records. 1.3. Changes to the Terms and/or the Program (a) We may amend these Terms from time to time, for instance when we update the functionality of the Program, or when there are regulatory changes. We will use commercially reasonable efforts to generally notify all users of any material changes to these Terms, such as through a notice on the Platform. However, you should look at the Terms regularly to check for such changes. We will also update the "Last Updated" date at the top of these Terms, which reflect the effective date of such Terms. Your continued access or use of the Program after the effective date of the new Terms constitutes your irrevocable acceptance of the new Terms. If you do not agree to the new Terms, you must stop accessing or using the Program.(b) We hereby reserve the right at our sole discretion, to change, modify, disable, suspend or discontinue all or any part of the Program, temporarily or permanently at any time or upon notice and for any reason subject to compliance with Applicable Regulations. Your continued use of the Program shall be deemed as an irrevocable acceptance of these Terms and any such revisions.

Definitions

2.1. Unless expressly stated otherwise in these Terms, the following terms shall have the meanings set forth below:“Applicable Regulations” is any national, provincial, regional, city, or other applicable legislation, regulations, administrative decisions, constitutions, ordinances, binding government policies, laws in the Socialist Republic of Vietnam related to the implementation of the Program.“Authorized Logistics Provider” means a logistics provider authorized by TTS to arrange for delivery of Orders from Sellers to Buyers on the Platform, and excludes a logistics provider engaged independently by the Seller under the “Ship by Seller” option on the Platform.“Buyer” is a customer who has placed an Order for purchase of goods and/or services from the Seller on the Platform.“Content” is the entirety of the Platform and the Program, in whole or in part, including but not limited to information, designs, images, sounds, music, videos, writings, databases, photos, software, rates, fees, graphics, articles, any other information as well as their selection and arrangement.“Delivery Day” is the date on which the goods sold by the Seller are delivered to the Buyer and marked as 'Delivered' on the TTS system.“Force Majeure” is any event beyond our control, including but not limited to natural disasters, fires, floods, wars, riots, governmental actions, and all events that we cannot reasonably take action to prevent or mitigate their impact.“Order” means an order placed by the Buyer for the purchase of goods or services from a Seller on the Platform.“Order Amount” means the amount that the Seller is entitled to receive from a Buyer in respect of an Order.“Platform” is the e-commerce platform that is operated by TTS, which can be accessed through the ‘TikTok” application, site desktop, mobile web, and/or iOS-based and Android-based applications.“Refund Amount” is the total amount to be refunded to a Buyer following a validated refund request processed in accordance with the Platform Terms and other applicable terms or documentation on the Platform governing such refund process.“Seller Balance” means the balance amount reflected in your Seller account on the Platform.“Product” means the product(s) purchased by a Buyer in an Eligible Order.“Program Documents” are documents including but not limited to the Platform Terms, these Terms, and the Frequently Asked Questions (FAQ) on the Platform, as well as policy information or other documents available from time to time on the Platform that bind the Seller for the use of the Program.“Service Fee” is the fee charged by TTS for participating in the Program.“Reimbursement Amount” means the amount actually reimbursed by TTS to a participating Seller pursuant to a Reimbursement Request, subject always to the Reimbursement Limit.“Reimbursement Limit” means the maximum amount that can be reimbursed to a participating Seller pursuant to a Reimbursement Request, which is determined with reference to each Eligible Order.“Reimbursement Request” means a request from a Seller participating in the Program for reimbursement of the applicable Shipping Fee and/or Return Shipping Fee charged by the Platform to such Seller following a Buyer’s Return/Refund Request.“Return/Refund Request” means a Buyer’s request to return goods and/or refund Products from an Eligible Order, in accordance with the Platform’s Return Policy.“Return Policy” means the Platform’s policy relating to processing of returns and refund of Orders, available at .“Return Product” means the Product(s) being returned by the Buyer to the Seller in accordance with the Return/Refund Request.“Return Shipping Fee” means the shipping fee payable by the Seller for the return of the Return Product from the Buyer to the Seller or a designated warehouse for processing returns, via an Authorized Logistics Provider.“Settlement Date” is the date on which the Order Amount would typically be settled to your Seller Balance in accordance with the payment settlement timelines applicable to your Seller account.“Forward Shipping Fee” means the shipping fee payable by the Seller for delivering the Products to the Buyer via an Authorized Logistics Provider.2.2. The headings contained in this document are for reference purposes only and are not to affect the construction of these Terms.

Eligibility

3.1. In order to be eligible for the Program, you must: (a) if you are an individual, be at least 18 years of age and above, accept these Terms and participate in the Program;(b) if you represent an organization, be duly authorized by such organization to accept these Terms and participate in the Program on behalf of the organization;(c) be registered for local-to-local transactions only;(d) demonstrate stable business performance in your Seller account prior to the point of registration;(e) maintain a record free of any fraudulent or suspected fraudulent activities; and(f) satisfy any other criteria as we may determine from time to time in our sole discretion, (collectively, “Eligibility Criteria”). By signing up for and continuing to use the Program, you represent and warrant that you meet all the Eligibility Criteria. 3.2. Your eligibility to access and use the Program shall be assessed and determined on an ongoing basis at our sole discretion. We reserve the right to deny, suspend or terminate the provision of the Program should you fail to meet any of the Eligibility Criteria, which we shall assess in our sole discretion. 3.3. For an Order to be an Eligible Order, it must meet the following conditions: (a) the Order must have been placed by the Buyer at a time when the Seller has a valid and active subscription to the Program; (b) the Buyer must have successfully made payment for the Order; (c) the Order’s Products must have been sent by the Seller; (d) the Order must not contain any virtual/digital goods.

Program Description

4.1. In the event of a Return/Refund Request made by the Buyer and/ or failed delivery in respect of an Eligible Order, Sellers who participate in the Program will be entitled to receive reimbursement of the Forward Shipping Fee and Return Shipping Fee (if applicable) that would otherwise be charged to them by the Authorized Logistics Provider in accordance with the Platform’s Return Policy. Such reimbursement must be subject to and in accordance with these Terms.4.2. Participating Sellers would be eligible to receive reimbursements of the Forward Shipping Fee and Return Shipping Fee in the following situations, subject to application of the Conditions in Clause ‎4.4 below:

Category	Specific details	Reimbursement for participating Sellers
Return/Refund Request initiated by Buyer for the following reasons	No longer needed	Forward Shipping Fee
	Package or product is damaged (only for reasons other than Authorized Logistics Provider’s fault)	Forward Shipping Fee and Return Shipping Fee
	Product does not match description
	Product is defective / does not work
	Missing products or accessories
	Suspected counterfeit
	Wrong product was sent
	Missed estimated delivery date (only for reasons other than Authorized Logistics Provider’s fault)
Failed Delivery	Buyer’s delivery address is not found / incorrect, and Seller has taken reasonable efforts to verify the address	Forward Shipping Fee
	Buyer refuses to pay for or accept the Product(s) upon receipt (for COD orders only)
	Repeated unsuccessful delivery attempts to Buyer’s specified delivery address, in excess of the timelines agreed with the relevant Authorized Logistics Provider

4.3. Reimbursement Requests will be automatically submitted to our system once we are notified of a Return/Refund Request or Failed Delivery situation within one of the scenarios specified in Clause ‎4.2 above. If your Reimbursement Request is deemed approved by our systems, the Reimbursement Amount will be automatically reflected in the settlement details for the applicable Order immediately after the relevant Shipping Fee and Return Shipping Fee (if applicable) is charged to you in accordance with the Return Policy. If your Reimbursement Request is rejected, we will provide you with details and the rationale for such rejection on the Platform page for the Program. 4.4. The Reimbursement Amounts to be provided to the Seller under this Program shall at all times be subject to the following conditions (“Conditions”):(a) Reimbursement Amounts provided to participating Sellers will correspond directly to the Forward Shipping Fee and Return Shipping Fee (if applicable) that is actually paid and/or payable by the Seller. To the extent that any other party or third party is responsible for bearing any part or whole of the relevant Forward Shipping Fee and/or Return Shipping Fee, the Seller shall not be entitled to submit a Reimbursement Request in respect of such amount.(b) Reimbursement for an Eligible Order will only be made if: (i) Both the Eligible Order and the Return/Refund Request are made after the Seller has joined the Program and received official confirmation of enrolment; and(ii) the Return/Refund Request is submitted by the Buyer within the refund period specified in the Platform’s Return Policy.(c) The maximum aggregate amount of Forward Shipping Fee and Return Shipping Fee that can be reimbursed to Sellers under this Program in respect of each Eligible Order is the then-applicable Reimbursement Limit, which can be found on the Platform. There is no limit to the number of Eligible Orders which can be the subject of reimbursement.(d) Reimbursements for Forward Shipping Fee and Return Shipping Fee (if applicable) will not apply where the Return Products are not successfully delivered back to the Seller, including losses or damage by the Authorized Logistics Provider, incorrect Return Products being returned, and/or Return Products lost or damaged by the Buyer (as determined by the Platform).(e) Seller’s continued compliance with the Platform Terms, community guidelines, these Terms and any other documents or standards applicable to the use of the Platform and this Program.(f) Any other conditions, exclusions and limitations as may be determined by TTS in its sole discretion from time to time.

Service Fees

5.1. The Service Fee is a flat fee that will be reflected in the Order details page and deducted from your Seller Balance in respect of each Eligible Order at the time that the Products for such Eligible Order is handed over to the Authorized Logistics Provider, or the Eligible Order is marked as “Shipped” on the Platform’s system (whichever earlier). The latest applicable Service Fee can be found on the Platform on the Program page.5.2. Where an Eligible Order consists of more than one (1) package, only one (1) Service Fee will be charged. Copies of the invoices detailing the Service Fees can be obtained via the Seller Centre on the Platform. 5.3. The Service Fee will not be refunded or pro-rated in the event of a validated refund of the Order processed in accordance with the Return Policy, or in the event of your withdrawal from the Program prior to receiving full settlement of the Settlement Amount for such Eligible Order. 5.4. If the Seller Balance is insufficient to satisfy the Service Fee at the time of deduction, we will continue to monitor your Seller Balance, and once the balance becomes non-zero, we will deduct the maximum available amount from your available Seller Balance until the Service Fee has been returned in full. In the event of multiple pending Service Fee deductions, we will process the Service Fee deductions chronologically in accordance with the date/time of the Eligible Order being made. 5.5. If your Seller Balance remains insufficient for a prolonged period and there are no more pending orders, we may, at our sole discretion and without other prior notice to you: (a) require you to make offline payments to return the Service Fee which has not yet been paid; and(b) suspend, disable, modify, or otherwise limit your access to the Program and/or the Platform; and/or(c) take any other action as we may deem fit in accordance with Applicable Regulations.We will not be liable or responsible for any losses that you may incur as a result of any action taken by us under this Clause. 5.6. You acknowledge and agree that any suspension, deletion or termination of your access to the Program, or your account on the Platform for any reason shall not affect your obligation to make payment for any Service Fee which was incurred prior to such suspension, deletion or termination, or the application of these Terms to you. We reserve the right to contact you via email or your mobile phone number, and/or take further action against you in respect of any amounts which remain unpaid, regardless of any suspension, deletion or termination of your account.

Representations and Warranties

6.1. You hereby represent and warrant to us that: (a) you are a citizen of the Socialist Republic of Vietnam, with a validly issued NFC-enabled government ID card;(b) you are legally competent to bind yourself in an agreement under Vietnamese law, that is, you are at least 18 (eighteen) years old and not under guardianship or conservatorship;(c) you are legally competent to enter into and perform the obligations created in connection with the use of the Program in accordance with the provisions of the Applicable Regulations and have obtained the necessary third-party approvals and legal approvals for the purpose of using the Program;(d) if you represent a corporate Seller, you are duly authorized to enter into and accept these Terms on behalf of such corporate entity;(e) all facts, data, information, documents, and statements you provide to us are true and accurate, and any documents provided to us in the form of copies or other reproductions are true and conform to the originals;(f) no event of default has occurred, is occurring, or will occur under any other agreement in which you are a party; and no agreement with any other party is violated by your use of the Program;(g) there are no laws, regulations, decrees, court decisions, or administrative body decisions, or other agreements and/or documents binding you or your assets that are violated by your use of the Program, and you are not involved in any disputes that could result in the invalidity of any agreements, or affect your financial status or business or interfere with your ability to fulfill your obligations in using the Program; (h) you are not directly or indirectly involved with terrorism networks, criminal organizations, money laundering syndicates, human trafficking syndicates, narcotics and illegal drug cartels, illegal goods smuggling organizations, or similar organizations at either the national or international level; and(i) you are, and shall at all times use the Program, in compliance with all Applicable Regulations and the Platform Terms.

Intellectual Property Rights

7.1. All copyrights, patents, trademarks, and other intellectual property rights on the Platform ("Intellectual Property Rights") are owned by TTS and its Affiliates (as the case may be), or, where applicable, third parties identified on the Platform. 7.2. You are not permitted to use the Intellectual Property Rights without the written consent of the relevant owner of the Intellectual Property Rights. 7.3. Your use of the Platform does not constitute a license or right to use any Intellectual Property Rights contained on the Platform without prior written consent from the relevant owner of the Intellectual Property Rights. 7.4. By using the Platform and Program, you agree to comply with all applicable intellectual property laws and regulations.

Exclusion of Warranties and Limitation of Liability

8.1. The Program is provided "as is" and we make no warranty or representation to you with respect to it. No conditions, warranties or other terms (including any implied terms as to satisfactory quality, accuracy, reliability, merchantability, fitness for purpose, non-infringement or conformance with description) apply to the Program except to the extent that they are expressly set out in these Terms. We may change, suspend, withdraw or restrict the availability of all or any part of the Program for business and operational reasons at any time without notice. 8.2. You acknowledge and agree to the following:(a) we have the full right to modify, alter, improve, conduct maintenance, delay, or terminate all or any part of the Platform, Program, and Content without prior notice to you; and(b) you are fully responsible for your access to the Platform and your Seller account, including maintaining the confidentiality of passwords, PINs, and security codes provided to you and taking necessary actions to protect yourself and the data and information you provide in using the Program. You cannot claim losses caused by your failure or negligence to maintain such confidentiality to us. 8.3. We are not responsible for any losses or damages arising from your use of the Program, except as required by law. To the maximum extent permitted by Applicable Regulations, TTS and its subsidiaries, affiliates, sub-contractors, service providers, and its and their employees, directors, officers, agents, and representatives shall not be liable to you whether in contract, warranty, tort or other cause of action at law, in equity, by statute or otherwise, for:(a) any loss of profit (whether incurred directly or indirectly), goodwill, opportunity, use, revenue, or data that may be suffered by you; (b) any loss or damage arising from your failure or inability to access or utilize the Program or the Platform; (c) any indirect or consequential losses or damages which may be incurred by you; or(d) any loss or damage which may be incurred by you as a result of:(i) any reliance placed by you on the completeness, accuracy or existence of any advertising, or as a result of any relationship or transaction between you and any advertiser or sponsor whose advertising appears on the service;(ii) any changes which we may make to the Program, or for any permanent or temporary cessation in the provision of the services (or any features within the services);(iii) the deletion of, corruption of, or failure to store, any communications data maintained or transmitted by or through your use of the Program;(iv) your failure to provide us with accurate account or personal information; (v) your failure to keep your password or account details secure and confidential; (vi) any wrongful or illegal action of a third party;(vii) any use by you of the Program in a manner which, or for any activity which, is in violation of Applicable Regulations, these Terms or the Platform Terms;(viii) your inability to use the Program due to reasons within your sphere of control (including any error arising from the device used by you to access the Program); or (ix) any fraudulent transactions which are made in connection with or arising from the use of the Program, or in connection with Orders made on the Platform. 8.4. These limitations on our liability to you shall apply whether or not we have been advised of or should have been aware of the possibility of any such losses arising. 8.5. You are responsible for any mobile charges that may apply to your use of our Program, including text-messaging and data charges. If you're unsure what those charges may be, you should ask your service provider before using the Program.

Prohibited Uses

9.1. In using the Program, you agree that you will not: (a) use the Platform or Program for any purpose or in any manner that violates the Program Documents and Applicable Regulations; (b) impersonate any person or entity or misrepresent your identity, either about yourself or your relationship with others; (c) use the information and data that you receive related to the Program for purposes other than as specified in the Program Documents; (d) upload or in any way disseminate materials and data containing viruses, trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or other malicious computer codes, files, or programs designed to interrupt, interfere with, damage or limit the functionality of any software or hardware or telecommunications equipment, including the Platform; (e) unauthorized access to or hacking any part of the Platform, obstructing, interfering, disabling, overloading, or disrupting the proper functioning or appearance of the Platform; or(f) upload, promote, transmit in any way, materials or anything prohibited under Applicable Regulations through the Platform.

Changes to Terms and Conditions

We reserve the right to modify these Terms at any time. Any changes will be notified to you through the Platform and unless otherwise specified, will take effect immediately upon posting. The latest applicable version of the Terms will be made available on the Platform. Your continued use of the Program after the effective date of such amendments will be taken as acceptance of such amendments.

Chấm Dứt Chương Trình

11.1. If we believe that you have violated or acted inconsistently with these Terms, including the provisions of the Program Documents or Applicable Regulations, you understand and agree that TTS has full authority to take the following actions: (a) at any time, with or without prior notice to you, suspend, terminate, deactivate, or close your access to the Program and Platform (or any part thereof); (b) issue a warning to you; (c) take legal action against you for the recovery of all costs on an indemnity basis (including but not limited to reasonable legal and administrative costs) caused by the violation; and/or (d) bring further legal action against you. 11.2. The termination as referred to in Clause ‎11.1 above shall not eliminate or delay your obligations for the use of the Program or the payment of any compensation (including but not limited to reasonable legal and administrative costs) that you are obliged to pay due to your violation of the use of the Platform and Program.

Governing Law and Dispute Resolution

12.1. These Terms are governed by and construed in accordance with the laws of Singapore. 12.2. Any disputes arising from or relating to these Terms or the Program between us shall be resolved by deliberation to reach a consensus. If a consensus is not reached, the dispute settlement will be subject to the exclusive jurisdiction of the Singapore International Arbitration Centre (SIAC). The arbitration proceeding shall be in accordance with the SIAC Arbitration Rules for the time being in force. The seat of arbitration shall be in Singapore, and the language of the arbitration shall be in English. The Tribunal shall consist of a sole arbitrator to be jointly appointed by the parties. 12.3. The arbitral award rendered shall be final, binding and incontestable and may be used as a basis for judgment thereon in Vietnam or elsewhere. Each party hereby expressly excludes the operation of any legal requirements that would otherwise give a right to appeal the arbitration award, and agrees that none of the parties shall have the right to appeal the arbitration award. None of the parties shall be entitled to commence or file any action in a court of law relating to any dispute arising from or in relation to these Terms except for the purpose of recognition and enforcement of any arbitral award granted by arbitration. 12.4. Notwithstanding the above, nothing in this Clause shall be deemed to limit our right to obtain urgent interlocutory relief from a court of competent jurisdiction, and each party hereby expressly submits to the jurisdiction of such court for such purpose.

General

13.1. Force Majeure TTS shall not bear any liability or responsibility under or be deemed to be in breach of these Terms for any delays or failures in performance of these Terms which result from circumstances beyond the reasonable control of TTS, including any time delays in processing Reimbursement Requests and/or providing the Reimbursement Amount to you. 13.2. Notice (a) We may provide notices to you under these Terms via the Platform and/or to the email address or mobile phone number provided by you.(b) Such notices shall be deemed received upon successful transmission unless stipulated otherwise. 13.3. No WaiverOur failure or delay to insist upon, exercise or enforce any provision or any right under these Terms shall not be construed as a waiver of any provision or right. 13.4. Entire Agreement These Terms including all links, schedules, documents and policies incorporated by reference or documents executed in connection with these Terms, shall constitute the whole legal agreement between you and TTS and govern your use of the Program and completely replace any other agreements between you and TTS in relation to the Program. 13.5. SecurityWe do not guarantee that our Program will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programs and platform to access our Program. You should use your own virus protection software. 13.6. SeverabilityIf any court of law, having jurisdiction to decide on this matter, rules that any provision of these Terms is invalid or unenforceable, then that provision will be removed from the Terms without affecting the rest of the Terms, and the remaining provisions of the Terms will continue to be valid and enforceable. 13.7. Inconsistency(a) In the event of any inconsistency between these Terms and any other terms between you and TTS in respect of the use of the Program that is subject to these Terms, these Terms shall control and govern the rights and obligations of you and TTS, unless stated otherwise.(b) The original of these Terms is written in both Vietnamese and English. In the event of any conflict or inconsistency versions, the English version shall prevail. 13.8. No Set-off or CounterclaimYou hereby agree that you shall neither have nor claim to have acquired any right of set-off or counterclaim or any other defense whatsoever available against TTS or its affiliates.

Contact Us

For more information or if you have any questions or complaints regarding the Program, please review the FAQs or contact us via the Platform Help Centre.

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