Terms of Use

Zena Terms of Use

These Terms govern access, registration and use of services via https://zenavietnam.com/ (or other domains announced by Zena).

They apply to Customers (bookers) and Providers (massage therapists, PT, yoga, nails, makeup, hair, etc.). Continued use after updates means acceptance of the latest version.

Part I — Service scope

Zena is an intermediary platform for at-home wellness & beauty booking, payments and complaint support — not a direct care provider unless otherwise agreed.

Customers may create accounts, choose services/providers, book, pay and review; they must provide accurate addresses, safe environments and not request unlawful services.

Providers must give accurate info, hold skills/certificates if required, follow professional rules; Zena may verify, reject or suspend accounts.

Customers pay 100% to hold a booking; Zena may hold funds until completion without valid complaints, then payout. Platform fees are expected around 10%–20% or as published.

Prohibited: off-platform deals, unlawful/unethical services, payment fraud, impersonation. Zena may suspend accounts, cancel orders, hold payments or seek damages.

Part II — Booking & performance

Flow: choose service/time/place → pay → Zena confirms → provider performs → customer confirms completion.

Schedule changes: notice 24–48 hours prior; generally one change per order unless agreed otherwise.

Customer cancel: refund if before 24–48h window; otherwise none/partial. Provider cancel: 100% refund to customer.

Providers must arrive on time, deliver agreed scope, hygiene/safety and professionalism. Customers must provide suitable space and not harass.

Off-platform deals with customers found via Zena within 2 years are prohibited (possible VND 10,000,000 fine, account lock, damages).

Part III — General

Personal data is processed under the Privacy Policy.

Zena is not liable for users’ unlawful acts, damages beyond reasonable control, or force majeure; liability (if any) is limited to platform fees from the related transaction.

Disputes: negotiate first; otherwise Vietnamese law applies. Contact: cskh@zenavietnam.com.