PLEASE READ THIS MEMBERSHIP POLICY - TERMS & CONDITIONS CAREFULLY.

By registering for or participating in the Membership Program, you agree to be bound this Membership Policy - Terms & Conditions and any policies referred to herein.

This Membership Policy - Terms and Conditions set forth the Lotte Shopping Vietnam Membership Program and certain benefits offered to Member by Lotte Shopping Plaza Vietnam Co., Ltd (“LSPV”) and Lotte Properties Hanoi Company Limited (“LPH”). This Membership Policy - Terms & Conditions apply to customers (hereinafter collectively referred to as “Customer”) participating in the Lotte Shopping Vietnam Membership Program.

By participating in the Membership Program, Customer agree as follows:

To allow LSPV and LPH to collect, use, and process their personal data as necessary for the purposes of membership registration and for recording shopping activities and the use of services at Lotte Department Store and Lotte Mall West Lake Hanoi.
The personal information displayed on the Customer’s Membership Account correspond to the Customer’s valid personal legal identification documents.
Customer commit that to provide information that is complete, accurate, valid and up-to-date.
Each Membership Account shall be registered using only one phone number belonging to the respective Customer.
At any given time, each Customer use and maintain only one (01) Membership Account. The Membership Account may only be used by the respective Member and shall not be shared with any other person, unless otherwise approved by LSPV and LPH.
Customer shall be responsible for all activities arising from and under their Membership Account.
Customer confirm that fully have read, understood, and agreed to all provisions of this Membership Policy - Terms and Conditions.

POLICY – TERMS & CONDITIONS

LDSM-P-001: Membership Program Definition
- “Membership Program”: identified as the Lotte Shopping Vietnam Membership Program jointly implemented by LSPV and LPH, offering incentives that allow Member 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 already fully read, understood, and voluntarily agreed to and accepted this Policy - Terms and Conditions, and has been issued a membership account (“Membership Account”) through the LS.POINT APP and/or a physical card.
LDSM-P-003: Main Benefits
- Earn and redeem points when making purchases or using services;
- Receive information about promotions, marketing programs, and events.
- Eligible locations for earning and redeeming Points: Lotte Department Store and Lotte Mall West Lake Hanoi.
LDSM-P-004: Customer Touchpoints
- 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 Member use the feature to integrate the LS.POINT APP into the Google Wallet APP as per Member’ need for usage (applicable only on Android devices).
LDSM-P-005: Registration
- Offline registration: Customer complete the required information and sign the “Registration form” provided by 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 shall be provided.
  
  *** Customer needs to download the LS.POINT APP and activate their account using the SMS OTP code before use.
- Online registration: Customer register through LS.POINT APP and activate their account using theSMS OTP code before use.
LDSM-P-006: Member Conditions
- All Vietnamese citizens and foreigners aged 15 years and over, who possess a Vietnamese phone number and valid personal identification documents (Identity Card, Citizen ID, Passport), may register for theMembership Program.
LDSM-P-007: Types of Information Collected and Used
The information we collect when Customer register as a Member includes, but is not limited to:
- Full name (as show on valid personal identification documents), date of birth, gender, nationality, and Identity Card/ Citizen ID/ Passport number.
- Mobile phone number, email address, and contact address (including those of Member who agree or do not agree to receive information using these addresses).
- Other information generated during the use of the Membership Account and other channels of the Membership Program.
LDSM-P-008: Customer verification
To ensure the accuracy of Member information and the security of the use of the Membership Program, Customer may be required to complete verification through one of the following methods:
- Verification via ID card/ Passport on Offline channels
- Verification via SMS OTP sent to the registered phone number when registering 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: Registration and use of Membership Card
- Member is required to provide accurate personal information consistent with their valid personal identification documents when registering for the Membership Program.
- The Membership Card is identified by a barcode (displayed on the LS.POINT APP, Google Wallet APP, or physical card). Member must present this barcode to the cashier when earning or redeeming Points. Any other forms of barcode presentation other than those stated above shall not be accepted.
- Standard Member 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 Member of Lotte Department Store and/or Lotte Mall West Lake Hanoi may request the issuance of a physical card based on such barcode. Requests for physical card issuance shall be received, reviewed, and supported by Lotte Department Store and/or Lotte Mall West Lake Hanoi in accordance with the Membership Program policies.
LDSM-P-011: Update of Member Information
- Member may only update their basic information (full name, email, address, date of birth and gender).
- In the event of a change to the registered phone number, Member must contact Customer Service staff for assistance with updating the information.
LDSM-P-012: Point Accumulation
- Applicable to all Member tiers: Member shall ACCUMULATE 1% of the invoice value when shopping directly at stores participating in 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 party, or any other purchase method other than direct purchases and payments at Lotte Department Store and Lotte Mall West Lake Hanoi.
- When making payment to earn or redeem Points, Members have obligation to present:
  - The Membership Card barcode (displayed on the LS.POINT App, Google Wallet App, or physical card); and
  - Valid ID documents or other documents to verify Member's information as requested by Lotte Mall West Lake Hanoi and/or Lotte Department Store (if necessary).
- In all cases arising from the Member’s own fault, including but not limited to forgetting or being unable to present the Membership Card, LS.POINT App, or Google Wallet App, or being unable to verify ownership of the Membership Account, the Member shall not be eligible to earn Points for the relevant transaction.
- In the event that Point accumulation cannot be completed due to technical or system errors of LSPV or LPH, Members shall follow the instructions below:
  - For transactions at Lotte Department Store:
    Member must immediately request the cashier at the payment counter to provide a Member Support Request Form (“Form”), complete the required information, and return the Form to the cashier for assistance.
    The maximum processing time for such requests is 07 (seven) working days.
    Lotte Department Store shall refuse to resolve any complaints regarding Point accumulation that are not reported directly during the payment process at the cashier counter in accordance with the instructions 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 using Available Points – Discounts) x Points Accumulation Rate.
LDSM-P-014: Other Membership Benefits
BENEFITS FOR STANDARD MEMBER
- Accumulate 1% LS.POINT based on the bill value when shopping at Lotte Department Store and Lotte Mall West Lake Hanoi (VND 100 = 1 LS.POINT);
- Redeem Available Points for payment when shopping at Lotte Department Store and Lotte Mall West Lake Hanoi;
- Receive the latest promotional programs, offers, and events at Lotte Department Store and Lotte Mall West Lake Hanoi;
- Participate in promotional programs for Member from time to time.
BENEFITS FOR AVENUEL MEMBER

Benefits for AVENUEL Orange Member:
- Discounts 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 offers from partners of Lotte Department Store & Lotte Mall West Lake Hanoi;
- Free car parking for up to 6 hours per day during store operating hours at Lotte Department Store and Lotte Mall West Lake Hanoi.
  Note: Member need to register and provide their vehicle license plate number to AvenueL Lounge Staff to enjoy this benefit;
- Includes all benefits applicable to Standard Member.
Benefits for AVENUEL Green Member:
- Discounts 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 offers from partners of Lotte Department Store & Lotte Mall West Lake Hanoi;
- Free car parking for up to 3 hours per day during store operating hours at Lotte Department Store and Lotte Mall West Lake Hanoi.
  Note: Member need to register and provide their vehicle license plate number to AvenueL Lounge Staff to enjoy this benefit;
- Includes all benefits applicable to Standard Member.
Benefits for AVENUEL Lime Member:
- Use of AVENUEL LOUNGE's takeaway beverage service 01 time/01 day at Lotte Department Store and Lotte Mall West Lake Hanoi, without accompanying persons;
- Receive a Membership welcome gift;
- Free car parking for up to 2 hours per day during store operating hours at Lotte Department Store and Lotte Mall West Lake Hanoi.
  Note: Member need to register and provide their vehicle license plate number to AvenueL Lounge Staff to enjoy this benefit;
- Includes all benefits applicable to Standard Member.
Note: MMember benefits may be adjusted from time to time at the discretion of LSPV and LPH. Member 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.
LDSM-P-015: AVENUEL Membership Ranking Criteria
AVENUEL membership ranking is determined based on the Member's shopping history in the preceding year at Lotte Department Store and Lotte Mall Westlake Hanoi, detailed as below:

AVENUEL Orange Members:
- Total annual purchase value of VND 400,000,000 or more;
- Purchases made on at least 12 days during the year; and
- Purchases from at least 03 different product categories.
AVENUEL Green Members:
- Total annual purchase value of VND 200,000,000 or more;
- Purchases made on at least 12 days during the year; and
- Purchases from at least 3 different product categories.
AVENUEL Lime Members:
- Total annual purchase value of VND 100,000,000 or more;
- Purchases made on at least 12 days during the year; and
- Purchases from at least 3 different product categories.
LDSM-P-016: Points Conversion Rate
- The Point conversion rate refers to the rate at which accumulated Points are converted into the their monetary equivalent for payment, and it applies to all types of Membership Cards.
- Points Value: 1,000 LS.POINT = VND 1,000
LDSM-P-017: Points redemption
- Points cannot be exchanged for cash.
- Points can only be earned and redeemed at stores participating in Membership Program within Lotte Mall West Lake Hanoi and Lotte Department Store.
- Points with the earliest expiration date shall be redeemed first.
- Where multiple Points have the same expiration date, the Points earned earlier shall be used first.
- In case a Member redeems more than 200.000 Points in a transaction, verification of a valid personal identification document (Citizen Identity Card / Identity Card / Passport) for comparison with the registered Membership information is mandatory.
- When redeeming Points at Lotte Department Store, the remaining payable amount after deducting Points must be at least VND 1,000.
LDSM-P-018: Types of Points and Expiry
- Accumulated Points are points granted to Member 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 accumulation.
- Event Points are points granted to Member when participating in events organized 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 Points are points granted to Member when Member satisfies the conditions of promotional or marketing programs of LSPV and/or LPH. The use of Reward Point shall be determined according to each program, except for the cases specified in Article 19 of this Membership Program.
- Available Points refer to the total number of Points that Member may use at a given time, determined according to the following formula:
  
  Available Points = (Accumulated Points + Event Points + Reward Points) – Redeemed Points
  
  Where:
  - Accumulated Points, Event Points, and Reward Points (if any) are the types of Points credited to the Membership Account in accordance with the terms of the Membership Program.
  - Redeemed Points refers to the number of Points that the Member has used for payment or redemption of benefits under the Membership Program.
Available Points shall be permanently forfeited and cannot be restored upon expiration.

LSPV and/or LPH shall not be responsible for resolving any complaints (if any) arising from the expiration of Points, even in cases where the Member has a legitimate reason for not receiving notification of the Point expiration date.
LDSM-P-019: Handling Points upon withdrawal or cancellation of Membership
- Member shall forfeit and no longer be entitled to use after withdrawal from Membership Program.
- If the Member re-registers within 7 days from the date of the withdrawal processing, the Member's Available Points shall be automatically restored. LSPV and LPH can NOT restore Points in any case after the 7-day period has expired.
LDSM-P-020: Withdrawal
- Member may cancel their acceptance of this Terms and Conditions at any time by withdrawing the Membership through one of the following methods:
- Contact the Customer Service at Lotte Department Stores or Lotte Mall West Lake Hanoi;
  or
- Submit a cancellation request via the LS.POINT APP.
LDSM-P-021: Right of LSPV and LPH to Cancel Membership, Revoke or Adjust Points
- LSPV and/ or LPH reserve the right to cancel any Membership and forfeit any and all Points, benefits, and/or Available Points in the Membership Account for the following reasons, including but not limited to:
  - Member violates this Terms and Conditions;
  - The Member provides false or misleading information or abuses the Membership Program;
  - Member fails to provide and maintain valid personal information;
  - Member maintains more than one active Membership Account;
  - Member engages in fraudulent or abusive conduct related to any part of this Membership Program, including but not limited to failure to present identification documents or failure to complete verification as required, or engaging in conduct that improperly affects Point accumulation or rewards;
  - Member insults, harasses, or commits physical or psychological misconduct toward employees of LPH and/or LSPV and/or employees of stores at Lotte Department Store and/or Lotte Mall West Lake Hanoi;
  - Member uses false or unfounded information and/or engages in conduct that negatively affects the image, brand, or reputation of LPH and/or LSPV;
  - Member misuses or improperly exploits benefits or privileges of the Membership Program, including but not limited to selling, transferring, or exchanging Points;
  - Member does not generate any shopping or service activity for a period of one (01) year;
  - The Member uses the Membership Account for illegal purposes;
  - Other cases as required by applicable law or decisions of competent authorities
  In addition to the measures stated above, depending on the nature and severity of the violation, LSPV and/or LPH reserve the right to take additional actions, including but not limited to recovering all or part of the material benefits that the Member has obtained through the Membership Program.
  
  In all cases, LSPV and/or LPH reserve the right to terminate Membership without prior notice and shall have no obligation to allow the individual whose Membership has been terminated to re-register for the Membership Program in the future.
- Suspension and verification of Membership Account
  - In the event that a Membership Account is found to be duplicated or shows signs of activities that violate the rules of the Membership Program and/or applicable laws, LSPV and/or LPH reserve the right to suspend the Membership until the account is verified in accordance with internal procedures and/or decisions of competent authorities.
  - Member may proactively verify their Membership Account by contacting the Customer Care at Lotte Department Store or Lotte Mall West Lake Hanoi for assistance. In certain cases, Member may be required to create a new account or update personal information to enhance security.
- Adjustment and Withdrawal of Points
  
  LSPV and/or LPH reserve the right to automatically withdraw or adjust Points in a Membership Account without the Member’s consent if Points have been incorrectly credited to the account.
  
  LSPV and/or LPH also reserve the right to withdraw all Points in a Membership Account if the Member abuses the Membership Program, including but not limited to abusing the Points conversion process.
- Other Enforcement Measures
  
  In addition to the consequences stated above, depending on the nature and severity of the violation, the Member’s conduct may also be subject to sanctions in accordance with the regulations of competent authorities.
LDSM-P-022: Disclaimer

By participating in the Membership Program, each Member agrees to release, discharge, and hold harmless LSPV and LPH, their advertising and promotional agencies, parent companies, affiliates, subsidiaries, directors, officers, agents, and employees of LSPV and LPH from any and all liabilities arising from any claims or damages resulting from: (i) the Member's use or misuse of the Membership Program; or (ii) any claims or damages initiated by customers that fall outside the scope of responsibility of the Membership Program of LSPV and LPH.
LDSM-P-023: Maintain Member Information, protect Membership Account
- Member is responsible for maintaining and updating their personal profile information, including but not limited to their full name, mailing address, email address, etc. Member may update most personal information and communication preferences by logging into their Membership Account on the LS.POINT App or by contacting the Customer Service of LSPV and/or LPH.
- To change important information, Member must contact the Customer Service of LSPV or LPH and provide relevant legal documents supporting such change (such as an ID card, passport, or other legal documents).
- Each Member is responsible for maintaining the confidentiality of their Membership Account and PIN/password and for restricting access to their account. Member is responsible for all activities arising from the use of their PIN/password and/or Membership Card. When contacting the Customer Service of LSPV and LPH regarding their Membership Account, Member may be required to provide additional information for security and fraud-prevention purposes.
LDSM-P-024: Right to Amend, Modify and/or Cancel
- LSPV and LPH reserve the right to amend, modify and/or cancel the Membership Program, as well as all or part of this Policy - Terms & Conditions, or any policies or guidelines relating to the Membership Program, at any time at their sole discretion.
- Unless otherwise specified, any changes shall become effective upon posting on the LS.POINT APP without prior notice to the Member. By continuing to maintain and use their Membership Account after such changes are posted, the Member shall be deemed to have agreed to those changes. In case of disagree with such changes, the Member may cancel and discontinue participation in the Membership Program immediately.
LDSM-P-025: Dispute resolution

All complaints or disputes arising from out of or in connection with this Policy - Terms & Conditions or the Membership Program shall be resolved in accordance with the applicable laws of Vietnam. Provisions are not addressed in the Membership Program shall be governed by the relevant provisions of the laws of Vietnam.