PLEASE READ THIS MEMBERSHIP POLICY - TERMS & CONDITIONS CAREFULLY. BY PARTICIPATING IN THE MEMBERSHIP PROGRAM, YOU AGREE TO BE BOUND BY THIS MEMBERSHIP POLICY - THIS TERMS & CONDITIONS AND OTHER POLICIES REFERRED TO HEREIN.

This Membership Policy - Terms and Conditions describe the Lotte Shopping Vietnam Membership Program and certain benefits offered to Members by Lotte Shopping Plaza Vietnam Co., Ltd (“LSPV”) and Lotte Properties Hanoi Company Limited (“LPH”). This Membership Policy - Terms & Conditions apply to your access to and participation in the Lotte Shopping Vietnam Membership Program.

By participating in the Membership Program, you agree to:

Allow LSPV and LPH to collect all your information to provide for Membership registration, tracking shopping and services used at Lotte Department Store and Lotte Mall West Lake Hanoi.
That your personal information as displayed on your Member Account matches your valid identification document.
That you have provided complete, valid and up-to-date information.
That you only have one phone number for your Member Account.
Maintain and use only one Member Account at any time.
Be the sole individual using your Member Account (i.e. you do not share your account with anyone unless expressly authorized by LSPV and LPH).
Be responsible for the arising activities recorded by the Member Account.
That you have read, understood and agreed in its entirety to this Membership Policy - Terms and Conditions.

POLICY – TERMS & CONDITIONS

LDSM-P-001: Lotte Shopping Vietnam Membership Program Definition
- Lotte Shopping Vietnam Membership Program (“Program”) is a program implemented by LSPV and LPH offering incentives that allow Members to accumulate and use points when shopping and using services at Lotte Department Store and Lotte Mall West Lake Hanoi.
- Lotte Shopping Vietnam Membership Program is jointly managed by LSPV and LPH.
LDSM -P-002: Member Definition
- "Member" refers to an individual who meets the eligibility criteria set forth in LDSM-P-006: Member Condition; has confirmed acceptance of these Policy - Terms and Conditions and has been granted a member account (“Member Account”) through the LS.POINT APP and/or a physical card.
LDSM-P-003: Main Benefits
- Earn and use points; receive information about promotions and events.
- Points can be accumulated and used at Lotte Department Store and Lotte Mall West Lake Hanoi.
LDSM-P-004: Customer Touch Point
- OFFLINE: Customer Service, Service LOUNGE, AVENUEL Lounge, Cashier counter at LOTTE Department Store and Lotte Mall West Lake Hanoi.
- ONLINE: LS.POINT application (“LS.POINT APP” or “APP”) or the Google Wallet application (“Google Wallet APP”) when Members use the feature to integrate the LS.POINT APP into the Google Wallet APP as per Members’ need for usage (applicable only on Android devices).
LDSM-P-005: Registration
- OFFLINE registration: fill out and sign the “Registration form” provided by the Customer Service staff, then wait for the staff to process it in the system. Afterward, a card (if applicable) and login information (ID and password) for the APP will be provided.
  
  *** Customers need to download the app and activate the account via SMS OTP before use.
- ONLINE registration: Customers register via LS.POINT APP and activate their account using an SMS OTP before use.
LDSM-P-006: Member Conditions
- All Vietnamese citizens and foreigners aged 15 years and over, with a Vietnam area code phone number and valid identification documents (Identity Card, Citizen ID, Passport), can register for the Lotte Shopping Vietnam Membership Program.
LDSM-P-007: Types of Information Collected and Used
The information we collect when you register as a Member includes, but is not limited to:

Basic Information:
- Full name (as per valid identification documents), date of birth, gender, nationality, number of Identity Card, Citizen ID, Passport number.
- Mobile phone numbers, email address, contact address (including Members who agree and do not agree to receive information using these addresses). Password and L.POINT Card information (to convert data from the former system of L.POINT).
- Other information arising from the use of the Membership Card and other channels of the Program.
Other information (Customers have the right to refuse to provide):
- Occupation, marital status,
- Income.
- Number and age of children (if any).
- Car information, car license plates, Golf membership status (if any).
LDSM-P-008: Customer validation
- Validation by ID card/ Passport on Offline channels
- Validation by SMS OTP on Online channels

LDSM-P-009: Type of Cards

Physical and non-physical Membership Card are classified as follows:

Company	Location	Card type
Lotte Shopping Plaza Vietnam Co., Ltd. (“LSPV”)	Lotte Department Store	Standard	AVENUEL Lime	AVENUEL Green	AVENUEL Orange
Lotte Properties Hanoi Co., Ltd. (“LPH”)	Lotte Mall West Lake Hanoi	Standard	AVENUEL Lime	AVENUEL Green	AVENUEL Orange

LDSM-P-010: Rules for registration and use of Membership Card
- Members are required to provide accurate personal information as per valid identification documents when registering.
- A Membership Card is identified by a barcode (displayed inside LS.POINT APP, Google Wallet APP or physical card). This barcode must be shown to the cashier when attempting to accumulate and use Point. Other forms of barcode presentation other than the LS. POINT Application, Google Wallet Application or physical cards will not be accepted.
- Standard Members of Lotte Department Store and/or Lotte Mall West Lake Hanoi only use the Membership Card identified by a non-physical barcode (displayed on the LS. POINT App/Google Wallet App). AVENUEL Members of Lotte Department Store and/or Lotte Mall West Lake Hanoi can request a physical card, which will be supported by Lotte Department Store and/or Lotte Mall West Lake Hanoi.
LDSM-P-011: Update Member Information
- Members in any case are only able to update their basic information (name, email, address, date of birth, gender,…).
- In case of changing phone number information, Members need to contact Customer Service staff to get assistance with the update.
LDSM-P-012: Earning Points - Rate
- Applicable to all types of Members: ACCUMULATE 1% of the bill value when shopping directly at stores participating in Lotte Shopping Vietnam Membership Program at Lotte Department Store and Lotte Mall West Lake Hanoi. The accumulation rate is converted into LS.POINT ("Points").
  
  Point accumulation rate: VND 100,000 = 1,000 LS.POINT
- Not applicable when Members place orders through fanpages, hotlines, delivery applications, third parties, or any other purchase method other than direct purchases and payments at Lotte Department Store and Lotte Mall West Lake Hanoi.
- Members must present their ID and barcode (shown on the LS. POINT App/Google Wallet App or physical card) or other documents verifying the member's information accepted by Lotte Mall West Lake Hanoi and/or Lotte Department Store (if necessary) at the time of payment to accumulate and/or use points.
- In cases due to the Member's subjective error, including but not limited to: forgetting or being unable to present the card/LS.POINT App/Google Wallet App, or failure to verify the Member's account ownership, etc. support for Points accumulation will not be provided. In case of problems due to error of LSPV or LPH, including but not limited to technical issues and payment systems failures that prevent the Point accumulation process from being completed as requested by the Member, the Member should follow the following instructions:
  - For transactions at Lotte Department Store: Immediately request the cashier at the checkout counter to provide the Member Support Request Form ("Form"); fill in the required information and return the Form to the cashier for support within 07 (seven) working days. Lotte Department Store will refuse to settle any complaints about Point accumulation that are not recorded directly during the payment process at the cashier as instructed above.
  - For transactions at Lotte Mall West Lake Hanoi: Contact the Customer Service Department at Lotte Mall West Lake Hanoi for immediate assistance. To clarify, Lotte Mall West Lake Hanoi only supports direct point accumulation for transactions affected by Lotte Mall West Lake Hanoi's errors. Any complaints about the use of Points must be recorded directly during the checkout process at Lotte Mall West Lake Hanoi. Completing the Member Support Request Form ("Form") and signing a confirmation is a mandatory requirement for assistance in handling a complaint. The maximum time for processing support requests is 07 (seven) working days from the date the request arises. Lotte Mall West Lake Hanoi will refuse to resolve any complaints about the use of points that are not recorded directly during the payment process as instructed above.
LDSM-P-013: Accumulated Points Value
- Accumulated Points = (Value of goods purchased or services used – Amount paid with Available Points – Discounts) x Published Points Accumulation Rate.
LDSM-P-014: Other Benefits of Member of LOTTE DEPARTMENT STORE AND LOTTE MALL WEST LAKE HANOI 2025
BENEFITS FOR STANDARD MEMBERS 2025:
- Accumulate 1% LS.POINT on the bill value when shopping at Lotte Department Store and Lotte Mall West Lake Hanoi (100 VND = 1 LS.POINT)
- Use Available Points to shop at Lotte Department Store and Lotte Mall West Lake Hanoi;
- Get updates on the latest offers at Lotte Department Store and Lotte Mall West Lake Hanoi;
- Enjoy attractive promotions for Members.
BENEFITS FOR AVENUEL MEMBERS 2025:

Benefits for AVENUEL Orange Members:
- Discount of up to 10% at selected stores when shopping at Lotte Department Store and Lotte Mall West Lake Hanoi;
- Access to AVENUEL LOUNGE at Lotte Department Store and Lotte Mall West Lake Hanoi once per day with up to 03 accompanying guests;
- Receive a Membership welcome gift;
- Receive a birthday gift and other special occasions within the year;
- Enjoy exclusive promotion from Partners of Lotte Department Store & Lotte Mall West Lake Hanoi;
- Free car parking for 6 hours per day during store operating hours at Lotte Department Store and Lotte Mall West Lake Hanoi. Note: Members need to register and send their vehicle license plate information to AvenueL Lounge Staff at Lotte Department Store or Lotte Mall West Lake Hanoi ………… to enjoy this benefit;
- Includes all other benefits of Standard Members.
Benefits for AVENUEL Green Members:
- Discount of up to 10% at selected stores when shopping at Lotte Department Store and Lotte Mall West Lake Hanoi;
- Access to AVENUEL LOUNGE at Lotte Department Store and Lotte Mall West Lake Hanoi once per day with up to 02 accompanying guests;
- Receive a Membership welcome gift;
- Enjoy exclusive promotion from Partners of Lotte Department Store & Lotte Mall West Lake Hanoi;
- Free car parking for 3 hours per day during store operating hours at Lotte Department Store and Lotte Mall West Lake Hanoi. Note: Members need to register and send their vehicle license plate information to AvenueL Lounge Staff at Lotte Department Store or Lotte Mall West Lake Hanoi ……… to enjoy this benefit;
- Includes all other benefits of Standard Members.
Benefits for AVENUEL Lime Members:
- Use of AVENUEL LOUNGE's takeaway beverage service 01 time/01 day; without accompanying persons at Lotte Department Store and Lotte Mall West Lake Hanoi;
- Receive a Membership welcome gift;
- Free car parking for 2 hours per day during store operating hours at Lotte Department Store and Lotte Mall West Lake Hanoi. Note: Members need to register and send their vehicle license plate information to AvenueL Lounge Staff at Lotte Department Store or Lotte Mall West Lake Hanoi ………. to enjoy this benefit;
- Includes all other benefits of Standard Members.
Note: Member benefits are subject to change at any time of the year. Members should visit the website: https://lotteshopping.com.vn/ or https://lottemallwestlakehanoi.vn/avenuel-program for the most up-to-date and accurate information on Member benefits for 2025.
LDSM-P-015: AVENUEL Membership Ranking Criteria 2026
AVENUEL membership ranking is determined based on the Member's annual shopping history at Lotte Department Store and Lotte Mall Westlake Hanoi, detailed as below:

AVENUEL Orange Members:
- Total purchase value in the year is from VND 400 million or more (Total purchase value for one category can only be capped at VND 200 million);
- Customers must shop more than 11 days a year; and
- Customers must shop from at least 03 categories.
AVENUEL Green Members:
- Total purchase value in the year is from VND 200 million or more (Total purchase value in one category can only be capped at VND 100 million)
- Customers must shop more than 11 days a year; and
- Customers must shop from at least 3 categories.
AVENUEL Lime Members:
- Total purchase value in the year is from VND 100 million or more (Total purchase value in one category can only be capped at VND 50 million)
- Customers must shop more than 11 days a year; and
- Customers must shop from at least 3 categories.
LDSM-P-016: Points Conversion Rate
- The Point conversion rate is the conversion from the accumulated Points to the actual spending amount, the conversion rate is applicable to all types of Membership Cards.
- Points Value: 1,000 LS.POINT = VND 1,000
LDSM-P-017: Using Points
- Points cannot be exchanged for cash.
- Points can only be accumulated and used at stores participating in Lotte Shopping Vietnam Membership Program within Lotte Mall West Lake Hanoi and Lotte Department Store.
- Points with the earlier expiry dates will be prioritized for use.
- In case of having the same expiry date, the Points accumulated first will be used first.
- In case a Member uses over 100.000 Points for a transaction, it is mandatory to check the identity document (Identity Card/Citizen ID/Valid ID/Passport) to compare with the corresponding personal identity documents used for Membership registration.
- When using Points at Lotte Department Store, the remaining bill value after deducting Points must be greater than or equal to VND 1,000.
LDSM-P-018: Types of Points and Expiry
- Accumulated Points are points granted to Members when shopping and using services according to the Point accumulation rate specified in Article 12. Accumulated Points are valid for twenty-four (24) months from the date they are accumulated.
- Event Points are points granted to Members for participating in events at Lotte Department Store or Lotte Mall West Lake Hanoi. Event Points have a validity period depending on the terms and conditions of each program.
- Reward Point means point granted to Member if Member satisfies conditions of promotional or marketing programs of LSPV and/or LPH. The use of Reward Point will be determined according to each program, except for the cases specified in Article 19 of this Program.
- Available Point refers to the Accumulated Point, Event Points, and Reward Point (if any) after deducting the Points that have been used by Member in accordance with the terms set forth by LSPV and/or LPH. Available Point will be permanently and irrevocably forfeited upon expiration. LSPV or LPH shall not be responsible for addressing any grievances (if any) arising from the expiration of Points, even if the Member has a valid reason for not receiving notification about the expiration.
LDSM-P-019: Handling Points when withdrawing or canceling Membership
- Members will lose all the accumulated points after withdrawing Lotte Shopping Vietnam Membership Program.
- If the Member re-registers within 7 days of the Membership's withdrawal processing, the Member's Available Points will be automatically recovered. LSPV and LPH can NOT recover Points in any case after the 7-day period ends.
LDSM-P-020: Withdrawal
- Members may cancel acceptance of the Terms and Conditions at any time by withdrawing the Membership through reaching the Customer Service Desk at Lotte Department Stores or Lotte Mall West Lake Hanoi, or via the LS.POINT APP.
LDSM-P-021: Right of LSPV and LPH to Cancel Membership, Revoke or Adjust Points
LSPV and/ or LPH have the right to cancel any Membership and forfeit any and all Points, benefits, and/or Available Points in the Member’s account for reasons including, but not limited to, the following:
- Member violates these Terms and Conditions;
- Member misrepresents any information or abuses this Program;
- Member fails to provide and maintain valid information;
- Member holds more than one active Account;
- Member engages in fraud or abuse in connection with any part of this Program, including but not limited to failure to present appropriate identification or authentication upon request, taking actions that inappropriately affect the accumulation of Points or rewards, etc.
- Member engages in insulting, offending, or physically or mentally harassing LPH and LSPV employees and/or brands’ staff at Lotte Department Store and Lotte Mall West Lake Hanoi.
- Member abuses or misuses the benefits or privileges offered by the Programs, or uses such rights or privileges in violation of the applicable terms and conditions, including but not limited to the sale or exchange of Points.
If a Member’s Account is duplicated or unauthorized activity is discovered, LSPV and LPH may suspend the Membership until the Account is secured or verified by contacting Customer Service Desk of Lotte Department Store or Lotte Mall West Lake Hanoi. Members may be required to create a new account or update personal information for extra security. If a Member remains inactive for one year, LSPV and LPH have the right to permanently cancel the Membership.

LSPV and LPH's cancellation of Membership will be effective immediately and in the event of fraudulent activity, LSPV and LPH may close, suspend or cancel the account without notice to the Member. If LSPV and/or LPH cancel Membership as permitted under these Terms and Conditions, LSPV and/or LPH are not obligated to allow an individual whose Membership has been canceled to re-register for the Program.

LSPV and/or LPH may withdraw Points from a Member’s Account if Points were mistakenly added and may revoke all Points in the Member’s Account if the Member abuses Lotte Shopping Vietnam Membership Program, including but not limited to abusing the Points redemption process.

In addition to the aforementioned consequences, violations of the Program (including but not limited to the sale or use of Membership benefits for commercial gain), suspected fraud or abuse in connection with promotions, the accumulation of Points, or the use of rewards may be subject to appropriate administrative and/or legal actions by relevant government authorities, as well as measures taken by LSPV or/and LPH. These measures may include, but are not limited to: freezing the Member’s account, confiscating all transferred Points, rewards, coupons or items issued through Points redemptions, and any Points or miles accumulated in the account. Additionally, the Member’s Account may be canceled and future participation in the Program will not be permitted.
LDSM-P-022: Disclaimer
- By participating in the Lotte Shopping Vietnam Membership Program, each Member agrees to waive, remove, and hold harmless LSPV and LPH, their advertising and promotional agencies, parent companies, affiliates, subsidiaries, directors, officers, agents, and employees from any and all liability arising from claims or damages resulting from the Member's use or misuse of the Lotte Shopping Vietnam Membership Program.
LDSM-P-023: Maintain Member Information, protect Member's Account
- Members are responsible for updating their profile information, including but not limited to name, mailing address, email address, etc. Most personal information and contact preferences can be updated by logging into the Member Account via the LS.POINT APP or by contacting the Customer Service of LSPV and/or LPH.
- To change your important information, please contact the LSPV or LPH Customer Service, and be prepared to provide supporting legal documentation for such change (such as an ID card, passport, or other legal documents).
- Each Member is responsible for restricting access and maintaining the confidentiality of the Member Account and PIN/password and agrees to be responsible for all activities carried out by anyone using the Member's PIN/password and/or Member Card. When contacting the Customer Service of LSPV and LPH regarding a Member’s Account, Members may be asked to provide additional information for security and fraud prevention purposes.
LDSM-P-024: Right to Change, Modify and/or Cancel
- LSPV and LPH reserve the right to change, modify and/or cancel the Lotte Shopping Vietnam Membership Program and/or all or any part of this Policy - Terms & Conditions or any policies or guidelines related to the Lotte Shopping Vietnam Membership Program at any time and at the sole discretion of LSPV and LPH.
- Unless otherwise stated, the changes will take effect upon posting on the LS.POINT APP without prior notice to the Members. By continuing to maintain and use the account after the changes are posted, Members are deemed to have agreed to those changes. In case of disagree with the changes, the Member may cancel and discontinue participation in the Membership Program immediately.
LDSM-P-025: Dispute resolution
- All claims or disputes arising from or in connection with this Policy - Terms & Conditions or the Lotte Shopping Vietnam Membership Program shall be resolved in accordance with the applicable laws of Vietnam.