Notice — English translation: This page is an unofficial English translation provided for convenience. The original Vietnamese version is the governing legal text. If any conflict arises between the English and Vietnamese versions, the Vietnamese version prevails.
Please read these terms carefully before accessing or using the NexDrop Express service. Using the service means you accept the provisions below.
Welcome to NexDrop Express, a product of Nekotic Co., Ltd. NexDrop Express is an app-based platform that offers parcel pickup, temporary storage, and last-mile delivery for residents of apartment buildings via professionally managed in-building transit warehouses. The service lets residents receive parcels even when they are away from home, keeps shipments safe, and makes hand-off convenient.
These Terms of Service apply to every individual customer who registers for and uses NexDrop Express (the “Customer” or “you”). By creating an account or using the service, you confirm that you have read, understood, and agreed to comply with every provision below. If you do not agree with any provision, please do not use our service.
These Terms of Service are built around Vietnamese law, including but not limited to the 2023 Law on Electronic Transactions, Decrees 52/2013/ND-CP and 85/2021/ND-CP on e-commerce, the 2023 Law on Consumer Protection, and Decree 13/2023/ND-CP on personal-data protection. Provision and use of NexDrop Express must comply with all applicable law. Where these Terms conflict with the law, the law prevails.
The following terms have the meanings below in these Terms of Service:
A web and mobile application operated by Nekotic Co., Ltd., providing parcel intake, storage, and delivery for residents.
An individual who registers and uses NexDrop Express, typically a resident of an apartment building or a nearby area where the service is available.
A parcel, package, or shipment that the Customer sends or receives through NexDrop for storage and delivery. Each parcel gets a unique identifier (e.g., internal QR code or tracking number) so its status can be tracked.
A warehouse located in or near the apartment building, operated by NexDrop, where parcels are received, temporarily stored, and handed off to Customers or delivered out. Each warehouse has staff who manage and handle parcels.
The parcel has been received by NexDrop and is safely kept at the warehouse. Parcels in this status are ready for the Customer to pick up directly or wait for a scheduled delivery.
The Customer has requested delivery and the parcel is queued for a NexDrop staff member to deliver at the scheduled time and place.
The parcel is on its way to the Customer with a NexDrop staff member.
The parcel has been successfully delivered to the Customer or an authorized recipient, confirmed by OTP or another verification method.
When the parcel cannot be delivered for various reasons (e.g., the Customer refuses, the parcel is ineligible to leave the warehouse, or it was damaged or lost at the NexDrop warehouse), it will be reimbursed to the sender or the original carrier where possible, or compensated to the Customer at the equivalent value of the lost or damaged parcel. The Customer will be notified.
Processing status applied to parcels stored beyond the maximum storage period or a separate agreement with the Customer without a recipient. NexDrop may dispose of overdue parcels per policy (e.g., destruction or charity auction) after notifying the Customer.
NexDrop keeps a parcel at the warehouse for a maximum of 90 days from check-in. After this period, the parcel moves to the "Liquidation" process per policy.
A one-time code sent by NexDrop via SMS or in-app so the Customer or recipient can verify their identity when receiving a parcel or performing important actions. OTPs are short-lived; each code is single-use for account authentication and may be reused for parcel verification while still within the validity window.
A unique identifier QR code generated by NexDrop for each parcel after check-in, printed on the parcel's label. It is used for hand-off, delivery, and looking up parcel info in the NexDrop system.
A monthly paid plan that NexDrop offers; each plan has its own perks and limits — free shipment quota, free or discounted storage, and free or discounted delivery within thresholds. Plan details and benefits are published at
Service Fees.
A non-subscription option where the Customer pays per use (per parcel), including the intake fee, storage fee, and delivery fee where applicable —
Service Fees.
An upfront processing fee for each parcel checked into the NexDrop warehouse. It covers receipt, inspection, system entry, and identifier assignment. Charged once on check-in; the amount depends on parcel size/class (e.g., small, medium, large, oversized) per
Service Fees.
A fee for storing parcels at the NexDrop warehouse, billed per 30-day cycle from check-in. Parcels stored beyond 30 days move into the next billing cycle. NexDrop applies at most 3 cycles (90 days) of storage fees before the parcel enters liquidation. The per-cycle amount depends on the parcel size class per
Service Fees.
A fee for delivering parcels from the warehouse to the Customer's address in the same area. The amount depends on parcel size and delivery distance or method — details at
Service Fees.
A general term for fees the Customer pays when using NexDrop, including the intake fee, storage fee, and any other reasonable fees agreed upon. All service fees are published in
Service Fees
and may be adjusted per Section 8 below.
Any terms not defined in this section have the meanings given by relevant law or by their context within the NexDrop service.
By registering an account through the registration form, or by continuing to use NexDrop Express, the Customer confirms they have read, understood, and agreed to be bound by these Terms of Service. This constitutes the formation of a service contract between the Customer and Nekotic Co., Ltd.
Acceptance of these Terms is performed by electronic means. Specifically, when the Customer clicks the continue/register button on the website or app, or enters the confirmation OTP per NexDrop's instructions, that action constitutes acceptance and contract formation by electronic means. Under the Law on Electronic Transactions, data messages and electronic confirmations have legal effect equivalent to a written document and bind the parties.
The service contract between the Customer and NexDrop is formed from the moment the Customer completes account registration and accepts these Terms of Service (or the moment the Customer first uses the service, whichever is earlier). Each time the Customer uses the service (e.g., sending or receiving a parcel through NexDrop), that action also reaffirms their agreement to the version of these Terms in effect at the time of use.
If the Customer uses the service on behalf of a third party (for example, receiving a parcel for someone else or authorising another person to receive on their behalf), the Customer warrants they have sufficient authority or have been lawfully authorised to perform the transaction. Acceptance of these Terms in that case remains binding on the person the Customer represents or has been authorised by.
These Terms of Service are published openly on the NexDrop Express website and app. The Customer may save or print a copy for reference. NexDrop also retains the electronic version of the Terms the Customer accepted and will provide it on request during complaint or dispute resolution.
To use NexDrop, the Customer must be at least 16 years old and have full civil legal capacity under the law. For Customers aged 12 to under 16, registration and use must have the consent and supervision of their legal representative under the law (such as a parent or legal guardian). Customers under 12 are not permitted to register and use the service on their own.
The Customer needs a valid mobile phone number and email address (if available) to register and receive notifications. The registered phone number must legally belong to the Customer and must be able to receive OTP codes. The Customer agrees to provide accurate, complete personal information and to update it promptly when it changes. This includes, without limitation: full name, phone number, apartment/building/home address where the service is used, and email contact (if any). NexDrop may verify Customer-provided information and refuse or suspend service if it finds the information inaccurate or fraudulent.
NexDrop Express is currently available only at buildings, apartment complexes, and residential areas where NexDrop has a warehouse and a service agreement in place. The Customer confirms that they are a resident — or otherwise authorized to use the service — at a location within NexDrop's coverage area. We may refuse or discontinue service if we determine the Customer is outside the supported area.
The Customer needs a suitable device (a smartphone or a computer with an internet connection) to access the NexDrop app. The Customer is responsible for keeping their device and internet connection safe and stable while using the service. NexDrop is not responsible if the Customer cannot use the service because of personal device issues, internet problems, or failure to update the app.
When using the service, the Customer must follow the usage guidelines, any rules at the apartment complex that apply (e.g., warehouse access hours), and any other policies NexDrop publishes (e.g., the Privacy Policy, receive/send rules). The Customer must not engage in the prohibited conduct in Section 5.5 below and must ensure their use of the service complies with the law and public morals.
NexDrop may refuse service to any individual if: (a) the Customer violates the usage conditions above; (b) the Customer has previously engaged in fraud, disruption, or violation of these Terms; or (c) a competent authority requires it, or another legal reason applies.
The Customer must register a NexDrop Express account using their own mobile phone number. Registration involves providing the required details (name, phone, address, etc.) and verifying the phone number with an OTP sent by SMS. One phone number can only create one account. The Customer confirms the registration information is accurate and belongs to them; using someone else's information is strictly prohibited.
After registration, NexDrop sends an OTP or uses an equivalent authentication method (which may include a PIN or biometric authentication where supported) whenever the Customer performs important actions. The Customer must enter the correct OTP or complete the required authentication to finish the transaction. The OTP is confidential — do not share it with anyone. NexDrop will never ask the Customer to provide an OTP over the phone or through unofficial channels; any such request may be a scam — stay alert and report it to NexDrop.
If NexDrop offers password or PIN login (in addition to OTP), the Customer is responsible for creating a strong password and protecting their credentials. Do not use easy-to-guess passwords and do not share login credentials or OTP codes. If the Customer detects or suspects unauthorized access, they must notify NexDrop immediately via [email protected] or 0902 49 9292 for prompt support. NexDrop is not responsible for damage or trouble caused by the Customer leaking their credentials or OTP, except where the fault is NexDrop's.
The Customer's account information (including personal data given at registration, transaction history, parcel status, etc.) is protected by NexDrop per Privacy Policy and applicable personal-data-protection law. NexDrop commits to using Customer information only to deliver the service or for other purposes where the Customer has consented or the law requires. See the Privacy Policy document (published on the NexDrop app/website) for details.
When using NexDrop Express, the Customer is strictly prohibited from the following:
A Customer who breaches the prohibited conduct above may have their account suspended or terminated immediately (Section 14), and may also be liable under the law if the act violates a legal provision. NexDrop may cooperate with authorities to investigate and act on violations.
NexDrop Express receives and holds parcels at a transit warehouse and delivers them to the Customer on request. When shopping online or expecting a parcel, the Customer can use the NexDrop warehouse address as the delivery address. NexDrop staff accept the parcel from external couriers (the seller's carrier) on the Customer's behalf and check it into the warehouse. The Customer then chooses to pick up at the warehouse or request NexDrop home delivery within the same building/area.
Each parcel arriving at a NexDrop warehouse goes through the following steps:
Note: NexDrop is not liable for compensation on parcels liquidated due to Customer abandonment past the policy deadline, and the Customer remains responsible for paying related service fees.
Beyond receiving parcels, NexDrop may offer an outbound shipping service for residents (e.g., a resident sending a package to a friend or returning an online order). Where available, the Customer brings the outbound parcel to the NexDrop warehouse; staff coordinate with a carrier to pick it up, or NexDrop itself delivers if within range. Terms about acceptable items, fees, and shipping liability are set out separately (the Customer should refer to the relevant shipping policy in this case). This feature may not yet be available in every area; NexDrop will give specific notice when outbound shipping is activated.
The NexDrop system updates parcel status in real time or near real time. The Customer can track In storage, Awaiting delivery, In transit, Delivered, and Reimbursement statuses for their parcel in the app or web. NexDrop may also send push notifications, SMS, or email for important events: parcel arrival at the warehouse, failed deliveries, storage period nearing the deadline, etc. The Customer is responsible for monitoring these updates and coordinating receipt promptly.
NexDrop Express is designed for personal parcel needs within a residential area. NexDrop is not an inter-provincial express courier or a long-term storage warehouse. We do not commit to delivery outside the warehouse's service area (unless separately agreed). Each parcel's weight and dimensions are capped per policy (see Section 7). If a parcel exceeds the limits (oversized or too heavy for warehouse operations), NexDrop may refuse to accept it or ask the Customer to assist (e.g., split into smaller parcels, or agree to extra fees). NexDrop also does not open packages to inspect contents unless there is reasonable suspicion of violation (Section 7.3), so we are not responsible for the quality or internal condition of goods that arrive sealed from the sender.
NexDrop warehouses typically operate from 8:00 – 20:00, Monday to Sunday (subject to changes on public holidays, which we announce). In-area delivery may have fixed time slots. Customers should check the operating hours for their local warehouse (shown in the app or at the warehouse counter) and schedule pickup or delivery accordingly. NexDrop announces any temporary changes to operating hours in advance (e.g., maintenance closure, schedule shifts under building rules).
NexDrop accepts most lawful goods for storage to meet residents' everyday consumer needs (e.g., postal parcels, clothing, books, small appliances, e-commerce orders, etc.). To ensure safety and legal compliance, however, the following are not allowed to be shipped via NexDrop:
The Customer (or the party shipping on their behalf) is responsible for ensuring parcels are packed carefully and securely before sending to NexDrop. For fragile items (such as glassware, ceramics, electronics), use appropriate cushioning and "Fragile" labels on the outside. NexDrop may refuse to accept — or accept no responsibility for damage to — parcels with torn or unsafe packaging, unless the damage is directly caused by NexDrop staff after receipt. If a parcel arrives at the warehouse dented, wet, or torn, NexDrop logs and notifies the Customer before storage; the Customer should inspect these parcels carefully on receipt. NexDrop does not open or alter the original packaging unless: (a) an inspection is required due to suspected violations (Section 7.3), or (b) the packaging is badly damaged and needs urgent reinforcement to protect the contents (a written report with photos is created in this case).
To comply with law and ensure safety, NexDrop has the right (but not the obligation) to inspect the contents of any parcel where there is reasonable belief it violates Section 7.1 (prohibited or dangerous goods) or poses a risk (e.g., unusual smell, leaking liquids). Inspection (opening the package) is performed only by warehouse management or an authorized party, in the presence of at least one other staff member and, where possible, the Customer or a building-management representative. NexDrop creates a written report stating the reason, attendees, and findings. If prohibited or unlawful items are found, NexDrop may refuse service, seize the evidence, and notify the authorities. If the items are not in violation but require packaging adjustments or safe handling, NexDrop will agree a path forward with the Customer — continued storage or return. If the inspection finds nothing, NexDrop repacks it as before where possible and continues the service; any damage from the inspection not caused by the Customer is NexDrop's responsibility.
The Customer agrees to follow NexDrop's instructions for receiving and sending parcels — for example, using the correct warehouse address (including a warehouse code or Customer code if NexDrop provides one to avoid mix-ups), providing the correct OTP at hand-off, and signing for receipt. Customers must not ask NexDrop staff to perform services outside the scope (e.g., opening a package on their behalf, installing a product, holding goods at a private apartment). Any side agreement between a Customer and NexDrop staff outside the standard process is not recognized by NexDrop and is outside NexDrop's responsibility.
If the Customer (or someone sending on their behalf) violates the rules and ships prohibited or restricted items via NexDrop, the Customer bears full legal liability. NexDrop is exempt from responsibility where it did not know about the violation. If NexDrop is penalized by authorities or suffers loss from handling the Customer's prohibited goods, the Customer must reimburse NexDrop for all losses and costs.
The Customer agrees to pay service fees per the current fee schedule published by NexDrop at
Service Fees. The fee schedule is posted publicly on the website/app and at the warehouse (if a notice board exists). It includes these main fees:
All fees above include VAT as required by law, unless the fee schedule notes otherwise. NexDrop commits to price transparency: no hidden charges beyond those listed in the fee schedule and confirmed by the Customer at the time of use.
The Customer can subscribe to NexDrop's monthly plans for perks. Each plan has a fixed monthly fee and defined benefits.
Plan details, prices, and specific perks are described in
Service Fees
or in the app when subscribing. The plan term is 30 days from subscription (unless a longer plan type is offered). When the term ends, the plan stops automatically; the Customer must renew, enable auto-renew, or buy a new plan (NexDrop may help with renewal reminders). If not renewed, service usage reverts to pay-per-use rates.
Without a monthly plan, Customers use the service on a pay-per-use basis. The NexDrop app shows the specific cost and asks for payment confirmation when the Customer wants to pick up or request delivery. Outstanding fees must be paid before pickup. Payment can be made directly in the app via the payment gateway (see 8.4).
NexDrop integrates ZaloPay/Momo payment gateways for convenient payment. Customers can pay directly through NexDrop's linked payment partners. NexDrop also supports credit/debit cards, bank transfers, and cash directly at the warehouse (for small ad-hoc charges). Cash is limited; electronic payment is preferred for easier tracking and e-receipts. Every payment generates an electronic receipt sent to the Customer's registered email or stored in the account's transaction history.
Monthly plan fees are usually paid in full up front at subscription. For pay-per-use fees, the Customer can pay each time at pickup. The NexDrop app clearly shows the amount due before the Customer confirms pickup or requests delivery. NexDrop reserves the right to withhold release of a parcel if the Customer has not fully paid the service fees related to that parcel (within the prescribed period).
NexDrop does not offer partial or full refunds or cancellations for plans already paid or services already used. Please review the fee schedule carefully before subscribing or using the service.
NexDrop may adjust the fee schedule (increase, decrease, or add new fees) based on market conditions, business policy, or legal requirements. Any change will be announced at least 7 days in advance on the website/app or via email/SMS to registered Customers. New fees apply only to transactions arising after the effective date; fees for parcels already in the warehouse before that date continue under the old schedule until that parcel's service cycle ends. Continuing to use the service after the new schedule takes effect means accepting the new fees. If the Customer disagrees, they may stop using the service and terminate the account per Section 14 before the effective date.
NexDrop stores Customer parcels at the warehouse with security in place (locked warehouse area, surveillance cameras) and basic safe handling for the goods. While in storage, the Customer can ask about parcel status at the warehouse counter. Warehouse staff may not use or open the contents (except for inspection per Section 7.3). Customers must not enter the storage area unsupervised; they must go through staff to check a parcel. Every check-in and check-out is logged in the system. The maximum storage period is 90 days, as noted; Customers should arrange pickup early to avoid extra fees and overdue risk.
If the Customer chooses to pick up at the warehouse, they must follow this process:
After taking delivery at the warehouse, all risk and responsibility for the parcel passes to the Customer. The Customer should inspect the contents carefully immediately on receipt (especially fragile items and electronics) before leaving the warehouse area. If damage or missing items are found due to NexDrop's storage fault, report it to staff immediately and file a written report to be resolved under Section 12. If the Customer leaves first and complains later, responsibility is hard to verify and NexDrop may reject the complaint.
If the Customer requests home delivery:
Reimbursement occurs when a parcel cannot be delivered to the Customer. Specific scenarios:
After reimbursement, NexDrop considers its responsibility for the parcel complete. The Customer may take further action with the sender (the seller or the original carrier) if needed.
This is the last-resort measure when the Customer abandons a parcel. Liquidation process:
In force-majeure scenarios (natural disasters, fire, flood, pandemic, or state-authority orders, etc.) that affect storage and delivery, NexDrop may suspend service, move goods to a safe location, or apply special handling. NexDrop notifies the Customer as soon as possible. In the worst case, if goods are damaged or lost due to a force-majeure event, NexDrop will help the Customer work with insurers (where available) or authorities, but is exempt from compensation liability per Section 12 (except where the law provides otherwise in a specific case).
Unless the law provides otherwise, NexDrop is not liable for the following losses or damages:
In every case, NexDrop's maximum compensation to the Customer (for loss or damage of goods caused by NexDrop's fault or other contractual responsibility) will not exceed the actual value of the parcel, capped at VND 2,000,000 per parcel, unless otherwise agreed in writing or required by law (e.g., a law mandating reimbursement of actual direct damages). This cap reflects the service fee level and risk allocation between the parties. If the goods' value exceeds the compensation cap, the Customer should notify in advance or purchase a separate insurance plan; otherwise, any compensation claim will be limited to this cap. (Note: the compensation cap is set by the company.)
NexDrop strives to provide the best service but does not guarantee absolute error-free operation. Service may be temporarily interrupted for system maintenance; displayed information may contain minor unintended errors (e.g., status updates delayed by a few minutes; spelling mistakes on the UI). NexDrop commits to fixing issues as quickly as possible but is not legally liable for minor errors that do not materially affect the Customer's rights. NexDrop also does not guarantee that using the service will fully meet every Customer expectation (e.g., delivery times as fast as same-day courier services). We only guarantee performance per the commitments stated in these Terms.
NexDrop is not jointly responsible if the Customer has a dispute with a third party over the goods or the underlying transaction. For example, if goods are defective from the supplier, the Customer will work with the seller to return or exchange per the seller's policy; NexDrop is not responsible for the goods' quality. If goods carry legal risk (e.g., copyright infringement, smuggled goods) and authorities seize the parcel, the Customer must deal with the authorities; NexDrop will assist where possible but is not responsible for the authority's decision.
The Customer agrees that if they breach these Terms or the law and cause damage to NexDrop (including administrative fines, property losses, reputational damage, legal fees, etc.), the Customer is responsible to indemnify NexDrop for those costs and losses.
The exemptions and liability limits above do not exclude or limit the Customer's fundamental rights under consumer-protection law. The Customer may still seek statutory remedies if NexDrop commits fraud or willful harm. Where the law does not allow exemption from liability, the clauses above do not apply.
All intellectual-property rights to the NexDrop Express platform and related assets belong to Nekotic Co., Ltd., or to parties who lawfully license them to us. This includes: the "NexDrop" trademark, logo, and service marks; the app/web interface and design; software source code; databases; and all content (images, text, information) created and provided by NexDrop through the service. These rights are protected by IP law and applicable international treaties.
NexDrop grants the Customer a limited, revocable, non-exclusive, non-transferable license to install and use the NexDrop Express app on a personal device, and to access the service via the web, solely for using the service per these Terms of Service. This license does not allow the Customer to copy, modify, sell, rent, reverse-engineer, redistribute, or use any part of the service for commercial purposes or for purposes outside personal use.
The Customer is not permitted to:
Where the NexDrop app or web lets the Customer post or provide content (e.g., service reviews, feedback, comments), the Customer warrants they own or have legal rights to that content, and that providing it to NexDrop does not infringe anyone's rights. By submitting content to the platform, the Customer grants NexDrop a royalty-free, worldwide right to use, copy, modify, and distribute the content to deliver or promote the service. NexDrop may remove Customer-provided content if it sees a violation or finds it inappropriate.
NexDrop respects everyone's intellectual property. If the Customer or any party believes their IP rights have been infringed on the NexDrop platform, please notify us via the customer-service email with valid evidence; we will verify and act quickly (removing infringing content as needed). Similarly, if the Customer infringes NexDrop's IP rights (e.g., unauthorized use of software or branding), we reserve the right to take necessary legal measures.
The NexDrop app and web may contain links to third-party websites or content (e.g., links to ZaloPay/Momo payment pages, or to carrier partner pages). NexDrop does not control such content and is therefore not responsible for its accuracy or safety. The Customer should read and understand the third party's own terms when accessing them. Providing a link does not imply NexDrop's endorsement or legal responsibility for the third party.
The NexDrop Express app is protected under software-copyright law. Any unauthorized copying, distribution, circumvention of security features, or use of malware to attack the app is strictly prohibited and may be prosecuted criminally under Vietnamese law.
Any ideas, suggestions, or feedback the Customer submits to NexDrop about improving the service are voluntary. NexDrop may freely use these inputs without payment or attribution, to improve product quality. The Customer cannot claim intellectual-property rights to improvements derived from their feedback.
NexDrop may temporarily suspend part or all of the service for maintenance or system upgrades. In that case, NexDrop will notify Customers in advance via the app/web or by email/SMS (except for emergency maintenance from unexpected incidents). NexDrop will try to schedule maintenance outside peak hours to minimize impact. During maintenance, Customers may not be able to access the app or see status updates; however, the warehouse may continue to operate normally (with manual receipt guidance if needed). NexDrop is not responsible for inconvenience due to regular maintenance but will work to finish quickly.
If the Customer breaches these Terms (e.g., late payment, prohibited goods, disruption, etc.), NexDrop may suspend the Customer's account. Suspension means the Customer cannot place new transactions in the app; existing parcels may be held pending clarification. NexDrop will notify by email/SMS, state the reason, and ask the Customer to contact NexDrop to resolve. The suspension period depends on remediation: if outstanding fees are paid, the account is reopened; for serious violations, it may extend into termination.
NexDrop may unilaterally terminate service and lock the Customer's account permanently in these cases:
On termination, NexDrop sends a formal notice (via SMS or written letter) to the Customer. The account is locked and the Customer can no longer log in. Parcels still in storage are handled as follows: where possible, NexDrop asks the Customer to collect within 15 days; past that deadline, the parcels are deemed abandoned and liquidated per Section 9.5. Termination does not release the Customer from previously accrued responsibilities (e.g., paying outstanding fees, compensation for damage caused).
The Customer may stop using the service at any time. If the Customer wants to close their account, they can request account deletion in the app (where supported) or email [email protected] for verification and deletion guidance. Before deleting the account, the Customer must ensure no parcels are still in storage and all outstanding fees are paid. If parcels remain, NexDrop will ask the Customer to collect or arrange disposition before closing. After account deletion at the Customer's request, the Customer can no longer access historical information in the app; NexDrop retains some transaction data per regulation (e.g., invoices, hand-off records) for reconciliation and legal purposes.
When the service contract ends (by mutual agreement or unilaterally):
If an account is suspended or locked for non-serious violations, the Customer may contact NexDrop to agree on reactivation conditions. NexDrop will review case by case and has sole discretion to reinstate or not.
If the Customer has any complaint or feedback about NexDrop service (e.g., lost or damaged goods, incorrect fees, staff attitude, security concerns, etc.), please reach out via one of these channels:
When filing a complaint, please provide your account details, parcel code, shipper code (if relevant), a description of the problem, and any evidence (e.g., photos of damaged parcels, fee receipts). This helps NexDrop respond quickly and accurately.
To support verification and protect your rights, please file complaints within 3 days of the event or its discovery. For example, if a delivered parcel is damaged, report within 3 days of receipt; if a fee is wrong, report within 3 days of payment. After that window, NexDrop may have difficulty supporting due to data retention limits or being too late to inspect the state. NexDrop will still try to consider late but reasonable complaints (within the statutory time limit).
On receipt of a complaint:
Beyond complaints, Customers can use the support channels above for any question (how to use the app, account info, service guidance). The NexDrop team is ready to help within business hours. Off-hours requests are answered on the next business day.
NexDrop values resolving disputes through negotiation and mediation with Customers. Where there is disagreement about responsibility or compensation, both sides engage in good-faith discussion based on data and real evidence to find a middle path. Customers may also ask a local consumer-protection body or organisation to mediate. NexDrop will listen to mediator input constructively.
If the Customer is unhappy with NexDrop's resolution or feels their rights have been violated, they may file with competent state bodies (e.g., the Department of Competition and Consumer Protection — MoIT, the local Department of Industry and Trade, or a consumer-protection association) or sue in court/arbitration per Section 16. NexDrop commits to providing the full file, related transaction information, and cooperating with authorities to resolve the matter thoroughly.
NexDrop commits to no discrimination or retaliation against Customers for filing complaints or reporting service issues. A Customer's account will not be affected solely because of a legitimate complaint. We always value feedback to improve the service.
All matters arising out of or related to these Terms and the use of NexDrop Express are governed by and interpreted under Vietnamese law. Mandatory provisions on electronic contracts and consumer protection apply; where these Terms differ, they must be adjusted to conform with the law.
If disputes or complaints cannot be resolved through negotiation per Section 15.5, either party may bring the dispute to the Vietnam International Arbitration Centre (VIAC). If court is chosen, the dispute will be heard at the People's Court at the company's headquarters. Both parties agree to comply with the competent court's decision. Arbitration awards are final and binding on the parties.
The choice of resolution method may be agreed separately in writing between the Customer and NexDrop when a dispute arises. Without such agreement, the dispute is, by default, resolved in the competent court.
Whether court or arbitration is chosen, the language of dispute resolution is Vietnamese. The governing law is Vietnamese law per Section 16.1. If any clause in this contract is declared void or unenforceable by court or arbitration, the rest of the contract remains in effect.
Customers should note that the statute of limitations for service-contract disputes under the Civil Code is generally 3 years from when the right was infringed. After that period, the court may not accept the claim (except in special cases). If the Customer intends to sue, they should do so within the statutory window to protect their rights.
If a dispute is resolved by court or arbitration, the losing party bears the procedural costs as decided by the body (including court fees, arbitration fees, etc.). The parties may agree otherwise about costs during the resolution process.
Nekotic Co., Ltd. may amend or supplement these Terms of Service over time to keep up with service changes, legal requirements, or Customer feedback. All changes are made transparently and announced to Customers per the rules below.
When changes occur, NexDrop notifies Customers at least 7 days before the effective date (or longer if the law requires for material content). Notification is delivered via one or more methods:
The notice summarizes the main changes and guides Customers to access the full new version.
After the Terms are updated, if the Customer continues to use the service or does not respond with disagreement within 7 days of receiving the notice, the Customer is deemed to have accepted the changes. If the Customer disagrees with the amendments, they may stop using the service and close their account before the effective date and notify NexDrop of their non-acceptance. If the Customer stops using the service due to disagreement, NexDrop does not refund unused service fees.
Each update of the Terms is versioned or dated at the bottom of the document. The latest version supersedes all prior versions and is the governing one. Customers should review the Terms periodically on the website/app. NexDrop may also archive prior versions and provide them on request for reference in case of a dispute about when an agreement was formed.
Beyond these Terms, NexDrop may update related policies (such as the Privacy Policy, fee schedule, compensation policy, etc.) following a similar procedure. Such changes are also announced and published publicly. Separate policies referenced in these Terms take effect alongside these Terms after amendment.
If any new clause is declared void or unenforceable by a court, it does not affect the validity of the remaining clauses in these Terms. NexDrop will revise the void portion to comply with law while preserving the original intent.
These Terms (including referenced policies and appendices such as the Privacy Policy) constitute the full and sole agreement between Nekotic Co., Ltd. and the Customer regarding the use of NexDrop Express, superseding any prior communications or agreements (oral or written) on the same subject. Any amendment (beyond unilateral cases per Section 17) must be in writing and agreed by both parties.
If any provision is found unlawful, void, or unenforceable under applicable law, it will be construed to be modified to the narrowest extent necessary to become lawful and enforceable (consistent with the original intent). If modification is not possible, the provision is severed from this agreement, but the remaining parts of the Terms remain in force. NexDrop not exercising or enforcing a right or provision does not mean we waive future enforcement.
A party's failure or delay in exercising any right under these Terms is not a waiver of that right; waiver of any breach or term is effective only if in writing signed by the affected party. If a party overlooks the other's breach in one case, it does not mean overlooking similar breaches in other cases.
The Customer and NexDrop are in an independent service-provider relationship. These Terms do not create any joint venture, employment, agency, or representation between the Customer and NexDrop. The Customer may not claim to be NexDrop's representative, employee, or sponsored party unless separately agreed.
The Customer may not assign or transfer any of their rights or obligations under these Terms to a third party without NexDrop's prior written consent. NexDrop may assign its rights and obligations (in whole or in part) to a successor entity or assignee in cases of merger, business sale, or investment, without the Customer's separate consent, but will notify the Customer. This agreement binds and benefits lawful successors and assignees.
Aside from the specific notification methods set out in the sections above, all general notices under these Terms between NexDrop and the Customer are made in writing via email or postal mail:
A notice is considered received: 1 day after SMS or email; 3–5 days after postal (depending on address). In addition, NexDrop may notify multiple Customers by posting on the website/app, which counts as a valid notification.
NexDrop is aimed at users aged 16 and over. For users under 16 with guardianship, parents or legal guardians must read and accept these Terms on their behalf and supervise use. NexDrop does not intentionally collect personal data from children under 16. If a user is found to be under the required age without guardianship, NexDrop may lock the account and refuse service until lawful guardianship is established.
These Terms are made in Vietnamese. (Where an English or other-language translation is provided, the Vietnamese version prevails for interpretation or dispute resolution.)
All matters of collection, use, storage, and protection of the Customer's personal information are detailed in a separate Privacy Policy. The Privacy Policy is an integral part of the agreement between the Customer and NexDrop. By accepting these Terms, the Customer is also deemed to accept the contents of the Privacy Policy regarding personal-data rights and obligations.
If the Customer has any questions about these Terms or needs to contact us about legal matters, please use the contact information at the end of this document. We are always ready to help.
Effective date:
01/01/2026
Version:
1.0
