Merchant Terms of Service

1. Who we are and what these terms cover

HaanLao ("HaanLao", "we", "us") provides an online platform that lets merchants create and run their own online store at <store>.haanlao.com or on their own domain, with an admin panel for products, orders, payments, shipping and reports (the "Service").

These terms are an agreement between HaanLao and you, the person or business that creates a store (the "Merchant", "you"). By creating a store or using the Service you accept these terms, the Privacy Policy and the Acceptable Use Policy, which are part of these terms. If you accept on behalf of a business, you confirm that you may bind that business.

2. HaanLao is a technology provider, not the seller

HaanLao provides software only. Every sale made through your store is a contract between you and your customer. HaanLao is not the seller, buyer, agent, broker, distributor or guarantor of any product, and is not a party to any transaction between you and your customers.

You alone are responsible towards your customers for your products and services, their prices, descriptions, images, quality, safety, legality, delivery, returns, refunds, warranties and after-sales service, and for answering their questions and complaints.

3. Your account

• You must give true, current and complete information about yourself and your business, and keep it up to date.
• You are responsible for every action taken with your account and your staff accounts. Keep passwords secret, give staff only the permissions they need, and remove staff who leave.
• Tell us at once if you think your account was used without your permission.
• You must be at least 18 years old and able to enter into contracts under the laws of the Lao PDR.

4. Your responsibilities as a merchant

• Comply with all laws that apply to your business, including laws on consumer protection, electronic transactions, e-commerce, advertising, taxes, product safety, intellectual property and personal data.
• Hold every business registration, licence and permit your business requires.
• Sell only products that you may lawfully sell, and follow the Acceptable Use Policy.
• Show your customers clear and correct information: your store name and contact details, prices, delivery terms and your return and refund policy.
• Declare and pay your own taxes on your sales. HaanLao does not collect, declare or pay taxes on your behalf.
• Use the personal data of your customers only to serve their orders and as the law allows (see section 8).

5. Payments between you and your customers

Your customers pay you directly, for example by bank transfer to the account you set in your store. HaanLao does not receive, hold, transfer or refund your customers' money, and is not a bank, payment service provider or escrow service.

Checking that a payment was actually received (for example, checking a payment slip against your bank account) is your responsibility. The Service can help you read and organise slips, but any automatic check is advisory only. HaanLao is not responsible for fake or incorrect slips, failed or reversed transfers, or payments you confirmed without checking.

6. Plans, fees and the free trial

• New stores start with a free trial. When it ends, you need a paid plan to keep using the Service.
• Plan prices, features and limits are shown on our website or agreed in writing. Fees are in Lao kip (LAK) unless agreed otherwise and are paid in advance for each billing period.
• If a subscription is not renewed, the store enters a grace period during which the storefront stays open and the admin is limited. If it is still not paid after the grace period, the subscription expires and the store may be suspended.
• Fees already paid are not refundable, except where the law requires a refund or we agree otherwise in writing.
• We may change prices or plans with at least 30 days' notice. A change applies from your next billing period.

7. Your content

You keep ownership of everything you upload or create in your store: product information, images, logos, texts and your customer and order data ("Your Content").

You give HaanLao a non-exclusive, worldwide, royalty-free licence to host, store, copy, process, display and transmit Your Content only as needed to provide, secure and improve the Service, and to show your store to the public. This licence ends when Your Content is deleted from the Service, except for copies kept in backups for a limited time or where the law requires us to keep them.

You confirm that you have every right needed for Your Content and that it does not infringe anyone else's rights or break any law.

8. Personal data

For the personal data of your customers (names, phone numbers, addresses, orders, payment slips), you decide why and how it is used: you are its data controller, and HaanLao processes it on your behalf, only to provide the Service and according to your use of the Service.

You must have a lawful basis for collecting your customers' data and inform them how you use it. HaanLao protects the data with reasonable technical and organisational measures, as described in the Privacy Policy.

9. Availability, support and backups

We work to keep the Service available and secure, but we do not guarantee that it will be uninterrupted, error-free or available at any particular time. Maintenance, updates, failures of hosting, network or other third-party providers, and events outside our control may interrupt it.

We back up the Service's data regularly. Backups exist to restore the Service as a whole; they are not a personal archive. Export the data that matters to your business regularly.

A separate written agreement (for example an Enterprise contract) may give specific service levels; those apply only where agreed in writing.

10. Suspension and termination

You may stop using the Service and ask us to close your store at any time.

We may suspend or close a store, remove content or limit features, with or without notice, if: you break these terms or the Acceptable Use Policy; we receive a credible complaint of fraud, illegal products or infringement; fees remain unpaid after the grace period; a competent authority requires it; or it is needed to protect customers, other merchants or the Service. Where reasonable and lawful, we will tell you why and give you a chance to respond.

After a store is closed you may request an export of Your Content for 30 days. After that we may delete it, except where the law requires us to keep it and copies that remain in backups until they expire.

11. Disclaimer

To the extent permitted by law, the Service is provided "as is" and "as available". HaanLao gives no warranty, express or implied, that the Service will meet your business needs, produce any particular result or sales, or be free of errors, and no warranty of fitness for a particular purpose.

12. Limitation of liability

To the extent permitted by law, HaanLao is not liable for indirect or consequential loss, including lost profit, lost sales, lost revenue, lost data or damage to reputation, nor for any loss arising from transactions between you and your customers, from products you sell, or from payments you accepted.

To the extent permitted by law, HaanLao's total liability for all claims relating to the Service is limited to the fees you paid HaanLao in the 12 months before the event that caused the claim.

Nothing in these terms excludes liability that cannot be excluded under the laws of the Lao PDR.

13. Indemnity

You will defend and compensate HaanLao, its owners, staff and partners for any claim, fine, loss or cost (including reasonable legal fees) brought by a customer, an authority or any other third party that arises from your products, Your Content, your transactions with customers, your use of customer data, or your breach of these terms or of the law.

14. Changes to these terms

We may change these terms. For a substantive change we will tell you at least 30 days before it takes effect, by email, in the admin panel or on our website. If you continue to use the Service after the change takes effect, you accept the new terms; if you do not accept them, stop using the Service before that date.

15. Governing law and disputes

These terms are governed by the laws of the Lao PDR. Both parties will first try in good faith to resolve any dispute by negotiation for 30 days. If that fails, the dispute will be settled by the competent authority or court of the Lao PDR.

If a provision of these terms is invalid, the rest remains in force. These terms are written in Lao and English; if the two versions differ, the Lao version prevails.

16. Contact

Questions about these terms: contact HaanLao through the contact channels listed on haanlao.com.