TABLE OF VIOLATIONS AND SANCTIONS

TABLE OF VIOLATIONS AND SANCTIONS

This Table of Violations and Sanctions (the "Sanctions Table") is issued to interpret and apply the corresponding sanctions for behaviors that violate the "Code of Conduct for Service Providers." The objective of Vua Thợ is to build a fair, transparent, and consistent enforcement process, ensuring the rights and responsibilities of Customers, Service Providers, and the Vua Thợ platform.

Relationship with the Code of Conduct (CoC)

This Sanctions Table is an inseparable part of the Code of Conduct. Each behavior listed below is referenced to one or more specific articles within the CoC. Adherence to the Code of Conduct and the regulations within this Sanctions Table is a mandatory obligation for every Service Provider operating on the Vua Thợ platform.

General Principles of Sanctions

  • 1. Definitions of Handling Measures:
    • Warning / Reminder: Vua Tho sends an official notification via the App regarding minor or first-time violations. Subsequent violations will lead to more severe handling measures.
    • Financial Remediation & Reimbursement: Financial obligations that the Service Provider must fulfill upon violation, including:
      • Recovery: Repayment of service fees/promotion money received incorrectly or against regulations.
      • Estimated Compensation for Damages: Compensation for operational losses and brand reputation damage (applied at a factor of x2, x3, x10 for revenue fraud errors).
      • Account Reinstatement Fee: A fee for processing violation records to restore access rights after a temporary suspension.
    • Temporary Access Suspension (Fixed Term): The Service Provider's account is locked, unable to log in or receive new Service Orders within a specified period (e.g., 7 days, 14 days, 03 months...).
      • Note: To be reinstated after expiration, the Service Provider must complete all related Financial Obligations.
    • Permanent Termination of Cooperation: Permanently terminating the cooperation agreement. The account is permanently locked, placed on the Restricted List (Blacklist), and cannot be re-registered in any form (including using a relative's information).
  • 2. Right to Deduct and Financial Handling:
    • Automatic Deduction Right: By accepting this regulation, the Service Provider irrevocably authorizes Vua Tho to automatically deduct/withdraw money from the Wallet Account or unpaid earnings of the Service Provider to pay for: Recovery, Compensation for Damages, and Administrative Fees arising from violations.
    • Handling Insufficient Balance: In case the Wallet balance is insufficient, the Account will be subject to Temporary Access Suspension until the Service Provider tops up enough money to complete the financial obligations, regardless of whether the prescribed suspension period has expired or not.
  • 3. Comprehensive and Objective Principles:
    • Context Consideration (Aggravating/Mitigating Factors): Vua Tho reserves the right to review the actual context. Factors such as: Voluntary declaration before detection, sincere attitude, cooperation in remedying consequences... will be considered mitigating factors (Early Reinstatement Mechanism may apply). Conversely, concealment or defiant attitudes will be considered aggravating factors.
    • Handling Multiple Violations: If within the same incident/Service Order, the Service Provider commits multiple different violations (e.g., both revenue fraud and disrespectful attitude), Vua Tho will apply a ynthesis of handling measures for all such behaviors (Accumulating financial obligations and applying the suspension period of the most serious violation).
  • 4. Decision-making and Enforcement Rights:
    • Final Decision: Vua Tho's handling decision, based on system evidence and verification processes, is final and binding.
    • Unspecified Behaviors: For behaviors not listed in the Sanctions Table but causing a negative impact on the Platform, Vua Tho has the full right to issue appropriate handling measures based on the severity of the incident.
    • Referral to Competent Authorities: For behaviors showing signs of legal violations (Fraud, Theft, Assault...), Vua Tho has the right to transfer the entire file and identification information of the Service Provider to the Police Agency for investigation and handling according to the Law.
  • 5. Validity:
    • This regulation is an integral part of the Terms and Conditions. The Service Provider's continued operation on the Application implies full understanding and commitment to comply with these handling principles.

GENERAL PRINCIPLES:

  • Financial Remediation: Includes Recovery (recoupment of discrepancies or illicit gains) and Estimated Compensation for Damages (an amount paid by the Service Provider to remedy operational losses and brand reputation damage).
  • Reinstatement Fee: For operational violations resulting in account suspension, the Service Provider is required to pay an Account Reinstatement Fee to restore access rights (refer to Appendix A).
PART A

ATTITUDE & CODE OF CONDUCT

(Behaviors related to appearance, communication, and safety)

A1.1
Violation of Appearance & Identification:
1. Inappropriate Attire: Wearing shorts above the knee, tank tops/sleeveless shirts, sleepwear, or dirty/foul-smelling clothing causing discomfort at the Customer's premises.
2. Lack of Identification: Failure to proactively greet and present the Service Provider Information on the App for Customer verification upon arrival.
Lần 1
• Temporary suspension until the profile photo is updated to meet standards.
Lần 2
• Temporary suspension for 07 days.
• Pay the Account Reinstatement Fee.
Lần 3
• Temporary suspension for 14 days.
• Pay the Account Reinstatement Fee.
A1.2
Disrespectful Attitude:
Using rude, curt, insulting language, or arguing with Customers/Vua Thợ Staff.
Lần 1
• Temporary suspension for 07 days.
• Pay the Account Reinstatement Fee.
Lần 2
• Temporary suspension for 14 days.
• Pay the Account Reinstatement Fee.
Lần 3
Permanent Termination of Cooperation.
A1.3
Violation of Occupational Safety:
Failure to use protective equipment or performing dangerous maneuvers. If serious occurrences occur, the highest penalty level applies immediately.
Lần 1
• Temporary suspension for 07 days.
• Pay the Account Reinstatement Fee.
Lần 2
• Temporary suspension for 14 days.
• Pay the Account Reinstatement Fee.
Lần 3
Permanent Termination of Cooperation.
A1.4
Violation of Data Privacy:
Unauthorized photography/filming of Customers or their private residence; disclosing Customer's personal information to third parties without Customer consent.
Lần 1
Permanent Termination of Cooperation.
(Referral to competent authorities)
A1.5
Harassment & Assault:
Committing acts of sexual harassment, threatening with violence, or physically assaulting Customers.
Lần 1
Permanent Termination of Cooperation.
(Referral to competent authorities)
A1.6
Use of Stimulants:
Using stimulants (alcohol, beer, or other banned substances) while providing services.
Lần 1
Permanent Termination of Cooperation.
PART B

ACCOUNT SECURITY & IDENTIFICATION

(Behaviors related to account ownership and data security)

B2.1
Falsification of Records:
Using fake identity documents, degrees, or certificates to register or verify the account.
Lần 1
Permanent Termination of Cooperation.
(Placement on the system-wide Blacklist)
B2.2
Account Regulation Violation:
Includes: Registering more than 01 account; Sharing, Selling, or Renting the account to others.
Lần 1
• Temporary suspension for 15 days.
• Recovery of Connection Fees (if any).
• Pay the Account Reinstatement Fee.
Lần 2
Permanent Termination of Cooperation.
B2.3
Violation of Data Sharing Policy:
Sending personal phone numbers to Customers; Requesting Customer information for personal use; Harassing Customers via text/call after order completion.
Lần 1
• Temporary suspension for 20 days.
• Pay the Account Reinstatement Fee.
Lần 2
• Temporary suspension for 50 days.
• Pay the Account Reinstatement Fee.
Lần 3
• Temporary suspension for 90 days.
• Pay the Account Reinstatement Fee.
PART C

OPERATIONAL PROCEDURES & QUALITY

(Behaviors related to Work Order execution)

C3.1
Failure to Arrive (No-Show):
Accepted a Work Order but failed to arrive without a valid or justifiable reason.
Lần 1
• Temporary suspension for 07 days.
• Pay the Account Reinstatement Fee.
Lần 2
• Temporary suspension for 14 days.
• Pay the Account Reinstatement Fee.
Lần 3
• Temporary suspension for 90 days.
• Pay the Account Reinstatement Fee.
C3.2
Delayed Order Completion (Hanging Order):
Failure to mark the order as "Completed" on the App for more than 24 hours after finishing the work, without contacting Customer Support to report the reason and request an extension.
Lần 1
• Temporary suspension for 07 days.
• Pay the Account Reinstatement Fee.
Lần 2
• Temporary suspension for 21 days.
• Pay the Account Reinstatement Fee.
Lần 3
• Temporary suspension for 90 days.
• Pay the Account Reinstatement Fee.
C3.3
Incorrect Job Report Update:
Failure to update fully and accurately the actual work items performed in the Job Report (Minutes) on the Application.
Lần 1
• Temporary suspension for 10 days.
• Pay the Account Reinstatement Fee.
Lần 2
• Temporary suspension for 30 days.
• Pay the Account Reinstatement Fee.
Lần 3
• Temporary suspension for 90 days.
• Pay the Account Reinstatement Fee.
C3.4
Improper Agreement on Additional Services:
Agreeing with the Customer to perform additional services without creating a supplementary order or noting it on the system as prescribed.
Lần 1
• Temporary suspension for 15 days.
• Recovery of Connection Fees (if any).
• Pay the Account Reinstatement Fee.
Lần 2
• Temporary suspension for 40 days.
• Recovery of Connection Fees (if any).
• Pay the Account Reinstatement Fee.
Lần 3
• Temporary suspension for 90 days.
• Recovery of Connection Fees (if any).
• Pay the Account Reinstatement Fee.
C3.5
High Cancellation Rate:
Service Provider's cancellation rate exceeds 30%/month without a justifiable explanation.
Lần 1
• Temporary suspension for 14 days.
• Pay the Account Reinstatement Fee.
Lần 2
• Temporary suspension for 42 days.
• Pay the Account Reinstatement Fee.
Lần 3
• Temporary suspension for 120 days.
• Pay the Account Reinstatement Fee.
C3.6
Poor Service Quality:
Average star rating below 4.6 (over the last 50 orders); OR incurring complaints regarding workmanship quality (performing work incorrectly, violating technical standards leading to damage or requiring repeated repairs/warranty).
Lần 1
Warning / Reminder.
Lần 2
• Temporary suspension for 10 days.
• Pay the Account Reinstatement Fee.
Lần 3
Permanent Termination of Cooperation.
C3.7
Violation of Warranty Policy:
Refusing warranty service or evading responsibility while the Work Order is still within the warranty period.
Lần 1
Permanent Termination of Cooperation.
C3.8
Unauthorized Order Transfer / Substitution:
Accepting a Work Order but delegating it to another person to perform on one's behalf (the actual performer does not match the identification information on the App).
Lần 1
• Temporary suspension for 15 days.
• Recovery of Connection Fees (if any).
• Pay the Account Reinstatement Fee.
Lần 2
Permanent Termination of Cooperation.
PART D

FINANCIAL HONESTY & TRANSPARENCY

(SERIOUS FRAUD BEHAVIORS - Applying High-Level Compensation Measures)

D4.1
Improper Collection of Survey Fees:
Collecting survey fees from the Customer when the Customer does not agree with the price quoted by the Service Provider to perform the service.
Lần 1
• Temporary suspension for 07 days.
• Refund to Customer.
• Pay the Account Reinstatement Fee.
Lần 2
• Temporary suspension for 21 days.
• Refund + Account Reinstatement Fee.
Lần 3
• Temporary suspension for 90 days.
• Refund + Account Reinstatement Fee.
D4.2
Price Manipulation to Avoid Cancellation:
In cases where the Customer refuses service, the Service Provider negotiates to lower the price and asks the Customer to accept (or performs the action themselves) to complete a fake order, aiming to avoid the cancellation rate calculation.
Lần 1
• Temporary suspension for 20 days.
• Pay Account Reinstatement Fee.
Lần 2
• Temporary suspension for 50 days.
• Pay Account Reinstatement Fee.
Lần 3
• Temporary suspension for 90 days.
• Pay Account Reinstatement Fee.
D4.3
Technical Fraud / Profiteering:
Intentionally performing incorrect technical procedures, fabricating issues ("drawing diseases"), or cheating during execution to profiteer from the Customer.
Lần 1
• Temporary suspension for 15 days.
• Pay Account Reinstatement Fee.
Lần 2
• Temporary suspension for 40 days.
• Pay Account Reinstatement Fee.
Lần 3
• Temporary suspension for 90 days.
• Pay Account Reinstatement Fee.
D4.4
Fake Orders / Promotion Fraud:
Self-creating fake Work Orders, or colluding with other users to exploit bonus programs, promotions, completion rates, acceptance rates, etc.
Lần 1
• Temporary suspension for 14 days.
• Recovery of illicit gains + Pay Account Reinstatement Fee.
Lần 2
• Temporary suspension for 42 days.
• Recovery of illicit gains + Pay Account Reinstatement Fee.
Lần 3
• Temporary suspension for 120 days.
• Recovery of illicit gains + Pay Account Reinstatement Fee.
D4.5
Cancellation Fraud:
Intentionally canceling accepted orders without performance or requesting the Customer to cancel without a valid reason.
Lần 1
• Temporary suspension for 30 days.
• Pay Account Reinstatement Fee.
Lần 2
• Temporary suspension for 60 days.
• Pay Account Reinstatement Fee.
Lần 3
• Temporary suspension for 120 days.
• Pay Account Reinstatement Fee.
D4.6
CONNECTION FEE FRAUD:
Includes behaviors:
1. Canceling on App but performing service for cash.
2. Under-reporting the Work Order value compared to actual collection.
3. Luring Customers to transact outside the platform.
4. Demanding extra fees off-platform.
Lần 1
1. Financial:
• Recovery of original Connection Fee.
• Deduction from Security Deposit/Wallet equal to 2 times (x2) the actual Connection Fee.
2. Account:
• Temporary suspension for 04 months.
Lần 2
1. Financial:
• Recovery of original Connection Fee.
• Deduction from Security Deposit/Wallet equal to 3 times (x3) the actual Connection Fee.
2. Account:
• Temporary suspension for 08 months.
Lần 3
1. Financial:
• Recovery of all outstanding debts.
• Deduction from Security Deposit/Wallet equal to 10 times (x10) the actual Connection Fee.
2. Account:
• Temporary suspension for 12 months OR Permanent Termination, depending on severity.
D4.7
System Interference:
Using 3rd party software, emulators, root/jailbreak tools to interfere with the Application.
Lần 1
• Temporary suspension for 14 days.
• Pay Account Reinstatement Fee.
Lần 2
Permanent Termination of Cooperation.
PART E

LEGAL COMPLIANCE & COOPERATION OBLIGATIONS

E5.1
Non-Cooperation:
Refusing to provide information/documents upon request; Demonstrating an opposing, uncooperative attitude towards Vua Thợ's verification process.
Lần 1
Warning / Reminder.
Lần 2
Permanent Termination of Cooperation.
E5.2
Defamation & Reputational Damage:
Posting false information, defaming Vua Thợ or Customers on social media or mass media.
Lần 1
• Temporary suspension for 07 days.
• Requirement to remove infringing content.
Lần 2
Permanent Termination of Cooperation.
E5.3
Advertising Competitors:
Marketing or advertising for other Applications/Competitors while executing a Vua Thợ Work Order.
Lần 1
Warning / Reminder.
Lần 2
• Temporary suspension for 14 days.
• Pay the Account Reinstatement Fee.
Lần 3
Permanent Termination of Cooperation.
E5.4
Failure to Participate in Mandatory Training:
Being absent from or failing to complete skill/code of conduct training courses organized by Vua Thợ.
Lần 1
Warning / Reminder.
Lần 2
Temporary suspension until the training course is completed.
E5.5
Criminal Offenses:
Committing acts such as theft, causing injury, kidnapping, coercion, fraud, appropriation of assets, etc.
Lần 1
Permanent Termination of Cooperation.
(Vua Thợ will transfer the entire case file to the Police Agency for investigation)

APPENDIX A: ACCOUNT REINSTATEMENT FEE SCHEDULE

(Applicable to operational violations in Parts A, B, C, D - Excluding D4.6)

Service Providers wishing to reopen their account after a temporary suspension period expires must fulfill the obligation of paying the Reinstatement Fee (administrative processing fee) according to the following tiers:

New SP (< 10 orders)

Lần 150,000 VND / error
Lần 2100,000 VND / error
Lần 3150,000 VND / error

Potential SP (10 - 20 orders)

Lần 1100,000 VND / error
Lần 2150,000 VND / error
Lần 3200,000 VND / error

Professional SP (> 20 orders)

Lần 1150,000 VND / error
Lần 2200,000 VND / error
Lần 3250,000 VND / error

APPENDIX B: EARLY REINSTATEMENT MECHANISM

(Exclusively applicable to violation D4.6 - Connection Fee Fraud)

Service Providers may be considered for early account reinstatement (waiving the 04-08 month waiting period) ONLY ONCE if they meet all the following conditions:

  • - Voluntary Declaration: Contacting Vua Thợ to admit the violation before or immediately upon receiving the notice.
  • - Full Financial Settlement: Paying the full amount of: Recovery + Compensation (x2/x3) + Remediation Fee (equal to 100% of the actual Connection Fee of the violated order).
  • - Commitment: Signing a written commitment not to repeat the violation.

Note: This mechanism applies only ONE TIME. Repeated violations will result in Permanent Termination of Cooperation.

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