Membership terms

Version 1.4 · Effective 05/11/2026 · This is a translation. The Vietnamese Quy chế thẻ thành viên is the legally binding version. Terms of use for the app, including SupArrive Pro, are in the Terms of use.

Contents

1. 1. What SupArrive is
2. 2. What the Member pass is
3. 3. Your card
4. 4. Buying a Member plan
5. 5. Using perks
6. 6. Refunds and extensions
7. 7. New or lost phone
8. 8. Weather and safety information
9. 9. Who is responsible for what
10. 10. Fair use
11. 11. Shared trips
12. 12. Complaints
13. 13. Changes and governing law

1. What SupArrive is

SupArrive, operated by SupArrive, is a travel member card and information tool for the Hà Giang Loop. It includes a QR card for perks at partner businesses, a partner map, trip planning, weather, and an SOS helper. SupArrive sells Member plans in the app and through partners' gift codes. SupArrive does not sell tours, take bookings or collect payment for partners' services. You pay partners directly.

2. What the Member pass is

The SupArrive Member pass is a discount used at the counters of partner venues (homestays, eateries, bike rentals, tours): 10–30% off or a free extra, as each venue has listed. A pass lasts 3 days, 7 days or 1 month, at the price shown in the app, and does not renew. The venues it works at are listed in the app, in the Card tab and on each venue's page.

The pass unlocks no content or feature in the app: weather, the map, venue pages, trips, tools and the SOS button work the same with or without it. It only changes the offer venue staff apply when you show the QR code at the counter. Safety information (weather, SOS) will never be put behind a paid plan. SupArrive Pro, sold through the App Store, is a different product (see the Terms of use).

The amenities listed on a venue's page (hot tea, luggage storage, parking…) are the venue's, for every guest, with no card or pass needed. You must be 16 or older to use SupArrive. Users under 16 need a parent's or guardian's consent.

3. Your card

• Download SupArrive and sign in (phone number, Google, Facebook or Apple). When you sign in, SupArrive's server issues your card number, in the form SA-1234-5678. Without signing in you can still browse, use the map, the tools and SOS, but you have no card yet.
• Each card belongs to one person and one phone. Its QR code is a ticket signed by our server and signed again by your phone's own key every 30 seconds. A screenshot stops working within a minute or two, and copying the card to another phone or editing the app's files doesn't work.
• Partners check the QR code with no signal. Your phone just needs to go online at least once every 30 days to refresh its ticket. Otherwise partners are told "The card needs refreshing".
• The QR code holds neither your name nor your phone number: partners see only the card number and when your Member pass ends (if you have one). What stays on your phone and what is on our server is set out in the privacy policy.

4. Buying a Member plan

• Member plans are bought in the app: open the Card tab → ••• → Member plans, choose 3 days, 7 days or 1 month, and scan the VietQR code with your banking app. You pay the price listed in the app. The money goes straight to SupArrive's bank account and is confirmed automatically through SePay. Your card becomes Member as soon as the bank confirms the payment.
• Member time counts from activation and follows on from any Member time you already have. Plans do not renew automatically.
• From 4 October 2026 SupArrive no longer sells the lifetime plan. Anyone who bought it before then keeps what they bought.
• If your money arrives after the order's 15-minute window, the plan still activates, usually within a day. Underpaid, overpaid or mismatched transfers are handled by SupArrive staff: a refund, or matching the payment to your order by hand. Each order has a 9-digit order code, shown in the transfer description as SA123456789, which staff use to look the order up. The plan belongs to the account that bought it, so an order code cannot move it to another phone or person.
• VAT invoice: after paying, tap "Need a VAT invoice?" and enter the buyer or company name, tax code, email and address. SupArrive's accountant issues the e-invoice and emails it to you.
• A Member plan belongs to the account it was bought on. It is not transferable and cannot be exchanged for cash. When you change phones it follows the account (section 7).
• The price shown in the app is the only price of a plan. SupArrive never shows a crossed-out "was" price or a comparison price.

Partners' gift codes

• Many partner businesses give or sell Member gift codes: 12 characters, shown as XXXX-XXXX-XXXX. A code sold by a partner must be at the price listed in the app. If anyone asks for a different price, please tell us.
• Enter the code in the Card tab → ••• → Enter gift code. Entering a code needs signal. Your Member time starts when you enter the code, not when you receive it.
• Codes must be entered within 14 days of being created. If a code has expired unused, ask whoever gave it to you to swap it for a new one.
• Each code works once, for one card, anywhere. A code entered while you are already Member adds its time. Gift codes are worth the same as bought ones.

5. Using perks

1. Open your QR code and let the partner scan it before you pay.
2. If their camera can't read it, read out your card number and the 6 digits under the code for them to type in. The 6 digits change every 30 seconds. Typing them in needs signal on the partner's phone; scanning the QR code doesn't.
3. For a percentage perk, the staff enter the eligible bill (excluding alcohol, tobacco and service charges) and the number of people; the app works out the discount and shows it to both of you. For a gift, nothing is entered. Your receipt shows a separate "SupArrive member discount" line.

Each perk is the partner's own promotion, chosen from the SupArrive perk menu and applied to the partner's listed prices. SupArrive reviews and publishes each perk as confirmed by the partner; every device at the venue and your app show the same version. A partner may improve a perk at any time; reducing or replacing one takes effect only 14 days after SupArrive approves it. Perks can carry conditions: group size, which services, how many uses, or blackout dates. These are always shown on the partner's page. The conditions, dates (start and end) and blackout dates of each perk are shown on the venue's page in the app and on the "Promotion information" sheet displayed at the counter. No perk ever applies to alcohol or tobacco.

Limits on Member perks

• Each Member card can use a limited number of Member perks at one venue per trip: 3-day plan 2 uses, 7-day plan 3 uses, 1-month plan 4 uses (lifetime plans bought before 4 October 2026: 4 per calendar month). Your remaining uses are shown in the app, on the venue's page before you buy and on your card screen.
• One card covers up to 4 people on one bill. For a bigger table the discount is scaled to 4 people per card; extra cards cover extra people and never stack percentages. For stays: one card per room per night; rentals: one card per bike; tours: one card per traveller.
• Member perks apply only to a card with a pass in force. Splitting the bill doesn't increase the discount. Gifts are per card, one each.
• At restaurants and cafés, two uses of the same card at the same venue must be at least 3 hours apart; elsewhere, one use per day.
• The cardholder must be present and be part of that bill.

A partner may decline a perk only in these cases:

• the code is invalid, expired, a replayed screenshot, or the card needs refreshing because your phone hasn't been online for over 30 days;
• your card has no Member pass in force;
• your card has used up its Member perks at that venue for your plan (the app says "No uses left at this venue");
• less than 3 hours have passed since your card's last use at that venue (restaurants, cafés), or it has already been used there today (other venues);
• you are not present, or you are not part of that bill;
• it is a blackout date shown in the app, or there is force majeure such as floods, landslides or a closed road;
• you are behaving dangerously or breaking the house rules.

A large group is not a reason to decline: the partner applies the one-card-per-4-people rule above. When declining, the partner must tell you why.

If a partner declines wrongly

For anything else, report it in the app (Account → Support) within 48 hours, with the venue, the time, and photos or receipts if you have them. We check with the partner within 10 working days. If your report holds up, we add 1 Member day to your card and warn or act against the partner under the partner policy. SupArrive guarantees that the perk shown in the app matches what the partner confirmed as of the date shown on the venue's page.

6. Refunds and extensions

• Gift code bought but not yet entered: refundable within 7 days of purchase, where you bought it.
• Gift code that won't go in because the code is faulty: replaced or refunded, your choice.
• Underpaid, overpaid or mismatched transfer: SupArrive staff refund it or match it to your order by hand (see section 4).
• Activated Member plan: not refundable for change of mind. If a SupArrive technical fault stops you using your card, we extend your Member time by the days lost. If it can't be fixed, we refund the unused portion.
• Force majeure, such as a road closure or natural disaster, forcing you to cancel after activation: contact us within 7 days and we will credit the unused days to a future trip within 12 months.
• SupArrive makes refunds by bank transfer once a request is approved. The Member time from a refunded order is withdrawn from the card.

7. New or lost phone

• Account: the membership card, Member plans, gift codes, saved places and trips need you to sign in with a phone number, Google, Facebook or Apple. Browsing, the map, weather, tools and the SOS button don't. Plans bought or gifted belong to the account, so they follow you to a new phone. One account works on 2 phones at once; when a third phone signs in, the one used least recently leaves the account. Your name, photo, saved partners, followed communes, liked places, trips and perk log sync between phones. SOS contacts and the medical card stay on each phone.
• Signing out never loses a paid plan: it stays with the account and comes back when you sign in again. Deleting your account and all data (Account → Account & data) ends any Member time left, so the app asks you to confirm first.
• New or lost phone: install SupArrive on the new phone and sign in to the same account; the plan is there, with no order code needed.
• Plans bought without signing in on app versions before October 2026: sign in on the phone they were bought on, and they move into the account. If that phone is lost, contact SupArrive with the order code and the transfer details so we can check.

8. Weather and safety information

• Weather forecasts and alerts are for reference only. Forecasts come from Open-Meteo for fixed points on the Loop, and conditions on the passes change very quickly.
• SupArrive is not an official disaster warning service. Follow instructions from the authorities and people on the ground.
• The SOS button helps you call national emergency numbers and text your location to family. SupArrive is not a rescue service and can't guarantee phone signal everywhere.
• You are responsible for how you ride, including holding a valid licence and wearing a helmet.

9. Who is responsible for what

Partners are independent businesses. They are responsible for the quality, price and safety of their own services. SupArrive selects partners against published standards, handles complaints, and acts against partners who break them. SupArrive is responsible for the app, Member plans and gift codes, and the information we write. Nothing in these terms limits your rights under Vietnam's Law on Consumer Rights Protection.

10. Fair use

A Member card is for you, when you are there and using the service. Don't transfer your card or plan, and don't use it for business, such as getting perks for customers you bring or for a group's meals while you work as a guide or driver. Don't copy, forge, move to another phone or share QR codes or gift codes so that someone else gets your perks. Don't resell gift codes without our permission, and don't reverse-engineer the app. We may cancel codes that were created or used fraudulently.

10.1 If we think a card is being misused

We act in four steps, in order, and only on data in the system (proven scans, their times, how many at one venue, reports from guests or venues):

1. A reminder in the app.
2. A warning that names the behaviour and the data behind it.
3. Member perks on hold for up to 7 days while we check. Partners apply no Member perk to your card meanwhile; the app shows the reason and the day it comes back, and it comes back on its own.
4. Taking back benefits obtained by fraud, and blocking the card if it happens again. A block covers your account, so a new card signed in to it does not get the blocked plan either.

From step 3 we tell you the specific behaviour and the data behind it, and you have 7 days to explain. We review and answer within the following 7 days. If we got it wrong, we lift it at once and add back every Member day you lost. Your right to complain (section 12) always stands. We never publish your name or photo, and we never take money from you.

11. Shared trips

You can share a trip by code or link. You are responsible for its name, notes and the name it shows. Don't post:

• offensive, abusive, harassing or discriminatory content;
• advertising, phone numbers, links, social or messaging accounts to be contacted on;
• other people's personal information;
• anything unlawful in Vietnam.

SupArrive checks shared trips before they go up and may refuse them. Every shared trip has a Report button; we review reports within 24 hours, take down what breaks these rules, and may stop repeat offenders from sharing. You can hide every trip of one person on your phone. You can edit, take down or delete your shared trips at any time; deleting your account deletes them too.

12. Complaints

1. Contact us in the app (Account → Support), by email, with your card number, the partner, the time, and photos or receipts if you have them.
2. We acknowledge within 2 working days and reply within 10 working days, or up to 30 days for complex cases, with an explanation.
3. If you're not satisfied, you may seek mediation, complain to Vietnam's consumer protection authority, or go to a competent court. We never force arbitration on consumers.

13. Changes and governing law

We announce changes in the app and on this website at least 15 days before they apply. Changes never reduce the benefits of a Member plan you have already activated. These terms are governed by Vietnamese law.