Operation Regulations of the Calibee Application

I. General principles

The Calibee application is an e-commerce service application established, owned, managed and operated by Calibee Joint Stock Company to receive service booking requests, manage transactions and payments, dispatch service staff, monitor quality and support customers after the service.

Every service booking on the Calibee application is a transaction between the customer and Calibee Joint Stock Company. Calibee directly manages the service catalogue, price list, payment policy, cancellation/refund policy, quality standards, dispatch process and complaint handling.

Service staff are individuals recruited, verified, trained, dispatched and managed by Calibee. Staff do not list services, open their own storefronts, set prices, enter into contracts with customers directly, or collect money from customers outside the process published by Calibee.

Members using the Calibee application must provide truthful information and comply with these Operation Regulations, the Terms of Use, service policies and applicable law.

II. General provisions

1. Scope of application

These Regulations apply to customers using the services, service staff, internal administrator accounts and other parties involved in providing or using services through the Calibee application.

2. Definitions

• Calibee: Calibee Joint Stock Company and the Calibee application owned, managed and operated by Calibee Joint Stock Company.
• Customer: an organisation or individual who wishes to book and use the services provided by Calibee through the application.
• Service staff: individuals recruited, verified, trained and dispatched by Calibee to perform services according to Calibee’s standards.
• Members: customers, service staff and any accounts that Calibee allows to use the application in a given role.
• Services: home services, cleaning, repair, maintenance, in-home care and other services announced by Calibee from time to time.
• Order/Booking: a service booking request created by the customer and recorded and confirmed by the Calibee system according to the operating process.

3. Where to access and download the Calibee app

III. Transaction process

1. Process for customers / service buyers

1. The customer downloads the Calibee app from the App Store/Google Play or accesses Calibee’s official channels.
2. The customer registers/logs in with a phone number, email or another authentication method supported by Calibee.
3. The customer selects the service type and enters the address, time, scope of work, notes/special requests and any other required information.
4. The system displays an estimated price, or Calibee provides a quotation depending on the service type. For services that require a site survey or a separate quotation, Calibee will contact the customer to confirm the scope and cost before performing the work.
5. The customer reviews the order information, applicable policies and payment method, then confirms the booking.
6. Once the order is recorded and/or payment is successful, Calibee confirms the order and dispatches suitable staff.
7. The customer follows the order status in the app, receives the staff at the service location and confirms the result once the work is complete.
8. The customer may rate the service quality and send feedback or a complaint through Calibee’s complaint handling mechanism.

2. Process for service staff

1. Staff download the Task Force/Calibee Worker app from the App Store/Google Play.
2. Staff register an account and provide the basic information requested by the app.
3. Staff complete their profile at the Calibee office or through the verification method specified by Calibee, including identity documents, contact details, working area, skills/expertise, payout account and other required documents.
4. Calibee checks and verifies the profile and provides training/guidance on procedures, quality standards, code of conduct, customer data confidentiality and job acceptance policy.
5. Once approved, the account is activated to receive jobs dispatched by Calibee.
6. Staff accept or decline jobs according to their availability, update check-in/check-out status, record any additional items and complete the work according to the process.
7. Staff cooperate with Calibee on earnings reconciliation and on handling feedback, complaints, incidents or warranty/maintenance requests, if any.

3. Delivery/transport/service performance process

• Because Calibee provides services at the customer’s location, the delivery/transport process means dispatching the necessary staff, tools, materials or equipment to the service location.
• Calibee confirms the location, time, scope of work and any building/residential access requirements.
• Staff travel to the location and check in on the app or confirm with the operations team according to the process.
• If the service requires materials or equipment, or costs arise beyond the original scope, Calibee informs the customer and proceeds only after the customer confirms the additional cost/scope.
• After completion, staff update the result and photos/notes if any; the customer confirms acceptance or gives feedback for Calibee to handle.

4. Order confirmation/cancellation process

• Order confirmation: An order is considered recorded when the customer completes the booking on the app and the Calibee system generates an order/booking code. For services that require a separate quotation, the order is confirmed for performance only after the customer agrees to the quotation and the corresponding payment/cancellation/refund conditions.
• Cancellation by the customer: The customer cancels on the app or contacts Calibee’s official support channel. The refund/fee deduction policy applies according to the time of cancellation, dispatch status and the service policy published at the time of booking.
• Cancellation/rescheduling by Calibee: In cases of force majeure, lack of suitable staff, technical errors, unsafe working conditions or inaccurate booking information, Calibee has the right to propose rescheduling, a change of staff or cancellation of the order, and to process refunds according to policy.
• Cancellation due to staff: If staff cannot perform the job, Calibee is responsible for dispatching replacement staff or informing the customer of the solution. Staff in breach will be handled under internal rules/the cooperation agreement.

5. Product/service warranty and maintenance process

• For services with a warranty/maintenance policy, the period, scope and conditions are published by Calibee in the service description, quotation or order confirmation.
• The customer sends a warranty/maintenance request via the hotline, email, support centre or the support function in the app, with the order code, a description of the issue and photos/videos if any.
• Calibee checks the information, determines whether the request falls within the warranty/maintenance scope and responds with a solution.
• If the request is within scope, Calibee dispatches staff or the technical team to re-inspect and resolve it within a reasonable time.
• If the request is out of scope or results from misuse, objective conditions or normal wear and tear, Calibee informs the customer of the cost so the customer can confirm before the work is done.

6. Dispute and complaint resolution process

1. Receipt: The customer or staff member submits a complaint via the hotline, email, support centre or Calibee’s official channels. The complaint should include the order code, contact details, a description of the case and evidence if any.
2. Acknowledgement: Calibee’s Customer Care/Operations team records the case, opens a handling file and acknowledges receipt within 24 working hours.
3. Verification: Calibee checks the transaction history, system data, photos, messages, feedback from the parties and other relevant information.
4. Proposed solution: Calibee proposes an appropriate solution, such as an explanation, apology, rescheduling, change of staff, refund, compensation under policy, internal sanctions or other remedies.
5. Response: Calibee responds with the outcome within a maximum of 5 working days from the date full information is received; complex cases may take longer but no more than 10 working days, and the reason will be communicated.
6. Referral to competent authorities: If the dispute exceeds the scope of internal handling or the parties do not agree with Calibee’s solution, the parties have the right to bring the case to the competent state authority, arbitration or court in accordance with the law.

IV. Payment process

• The customer pays the service fee to Calibee Joint Stock Company through the methods supported on the app or Calibee’s official channels from time to time, including bank transfer, bank card, e-wallet, payment gateway or other lawful methods.
• Calibee does not require customers to pay staff directly outside the published process. Any payment made outside the app or Calibee’s official channels is not considered a valid payment to Calibee unless confirmed in writing/by official message from Calibee.
• Once the payment is successfully recorded, Calibee confirms the order, issues receipts/invoices as required if requested by the customer, and dispatches staff.
• Calibee’s reconciliation and payment of earnings/remuneration to staff is an internal payment relationship between Calibee and the staff, not a direct payment transaction between the customer and the staff.
• The refund policy, cancellation fees, payment gateway fee deductions and refund timelines apply according to the service policy published at the time the customer books the service.

V. Transaction safety

1. Calibee applies technical and operational measures to ensure transactions are recorded, processed and stored safely, minimising risks during booking, payment, dispatch and service performance.
2. Customers and members are responsible for providing accurate information; they must not share their account, password, OTP code or payment information with others, and must not use tools, software or actions that unlawfully interfere with the Calibee system.
3. Calibee stores transaction history, order status and payment information to the extent necessary for reconciliation, complaint handling, compliance with accounting and tax obligations and requests from competent state authorities.
4. All transaction information is kept confidential under the personal data protection policy and is only provided to third parties/competent authorities where there is a legal basis or the data subject consents.

VI. Protection of customers’ personal information

1. Purpose and scope of collection

Calibee collects the information necessary to authenticate accounts, receive and process booking requests, dispatch staff, manage transactions and payments, provide customer care, handle complaints, improve service quality, prevent fraud and fulfil legal obligations.

2. Types of information collected

Full name, phone number, email, address, account information, booking history, payment information to the extent necessary, communications with Calibee, feedback/ratings, and photos/documents provided by the customer to process an order or complaint. For staff, Calibee may collect identity documents, background records, experience, working area, payout account and information needed for internal management.

3. Scope of use

Calibee uses the information to provide services, confirm transactions, dispatch staff, support customers, send order-related notifications, handle complaints/disputes, manage quality, prevent fraud and comply with requests from competent state authorities.

4. Retention period

Information is retained while the account is active or for as long as necessary for transactions, reconciliation, complaints, accounting, tax and legal obligations and other compliance requirements under the law.

5. Who may access the information

Authorised Calibee personnel; dispatched staff, within the scope of information needed to perform the service; payment, data storage, messaging and technical providers within the scope of their support services; competent state authorities upon lawful request.

6. Users’ rights

Users have the right to check, update, correct and request deletion/restriction of processing of their personal information in accordance with the law and Calibee’s technical/operational capabilities. Customers can update their information in the app or send a request through the official support channel. Staff update their profile through Calibee’s responsible department to ensure verification and quality control.

7. Complaints about personal information

If personal information is used for the wrong purpose, beyond the notified scope, or appears to have been leaked/misused, users may file a complaint via Calibee’s hotline/email/support centre. Calibee receives, verifies, responds to the complaint and applies appropriate remedies.

8. Confidentiality commitment

Calibee commits not to sell, exchange, transfer or disclose users’ personal information to third parties without the user’s consent, except for the purposes of providing services, processing payments, operating the system, complying with the law or responding to requests from competent state authorities.

VII. Management of harmful information on the application

1. Calibee does not operate a model that lets third parties open storefronts, post listings, publish products/services or set prices on the application. The entire service catalogue, descriptions, images, price list, applicable conditions, payment/cancellation/refund policies and quality standards are set, moderated and published by Calibee.
2. Members must not use the application to post, transmit, store, share or spread content that violates the law or social ethics, infringes intellectual property rights, harms the honour/reputation/property of organisations or individuals, or constitutes false information, fraud, threats, harassment, malware, system sabotage or fake transactions.
3. Calibee controls information through the following measures: moderating service content before publication; assigning permissions to administrator accounts; logging operations; reviewing customer feedback/ratings; receiving violation reports; warning, restricting, suspending or terminating violating accounts; removing/editing inappropriate content; and keeping data trails for verification when needed.
4. When it receives a report about harmful content, violating information or a suspected intellectual property infringement, Calibee receives it through the official support channel, reviews the information, temporarily hides/removes the content if justified, contacts the relevant parties for verification and takes action within a reasonable time.
5. If the violation shows signs of breaking the law or exceeds the scope of internal handling, Calibee cooperates by providing information to the competent state authorities in accordance with the law.

VIII. Responsibility in case of technical errors

1. Calibee commits to making every effort to maintain a safe and stable technical system so that account registration, booking, payment, order tracking, ratings and support requests work normally.
2. If a technical error in the Calibee system affects a customer’s transaction, Calibee will record the incident, check the data, fix it as soon as possible and apply measures to protect the customer’s legitimate rights under the published policy.
3. Members are responsible for following the app’s usage instructions, keeping their account secure, updating the app when required and promptly notifying Calibee of any technical error, unusual transaction or suspected unauthorised access to their account.
4. Calibee is not liable for damage caused by the user’s connection, device or software, third-party errors, force majeure events or a member’s breach of these Regulations, unless otherwise provided by law.

IX. Rights and obligations of the application management board

1. Calibee’s rights

To build, change and update the service catalogue, price list, payment methods, quality standards and operating policies; to refuse, suspend or terminate violating accounts; to dispatch, change or replace suitable staff; to apply internal sanctions to staff in breach; and to store and use transaction data to the extent necessary for operations, reconciliation, complaint handling and legal compliance.

2. Calibee’s obligations

To publish full and transparent information about the application owner, services, prices/costs, payment policy, cancellation/refund policy and warranty/maintenance policy if any; to receive and process booking requests; to dispatch suitable staff; to control service quality; to receive, verify and handle feedback/complaints; to protect personal information; to maintain the technical operation of the application within its control; and to cooperate with competent state authorities upon lawful request.

3. Allocation of responsibility

Calibee bears primary responsibility to the customer for services provided through the application. If staff breach the process or quality standards or cause damage, Calibee receives and handles the matter with the customer under its policies and, at the same time, reviews the staff member’s internal responsibility under the contract/agreement and the law.

X. Rights and obligations of parties participating in the application

1. Rights and responsibilities of customers

a) Customers’ rights

• Customers are given a registered username and password to manage their transactions on the Calibee application.
• Customers have the right to give feedback to Calibee during its operation. Suggestions can be sent directly by phone, letter or email to Calibee.
• Customers have the right to make requests, file complaints and receive compensation for issues related to service quality and the security of their personal information.

b) Customers’ obligations and responsibilities

• Customers are responsible for keeping their registered username and password secure and for all service activity conducted under them.
• Customers are responsible for promptly informing Calibee of any unauthorised use, abuse, security breach or storage issue involving their registered username and password so that both parties can cooperate in handling it.
• Customers are responsible for providing information about the order and the service performance, and for cooperating with Calibee in resolving disputes that arise between service staff and customers while services are provided through Calibee.
• Customers commit and agree not to use Calibee’s services for illegal, unreasonable, fraudulent or threatening purposes, unlawful information gathering, sabotage, creating and spreading viruses that damage the Calibee application system, speculation, market manipulation, or creating fake orders or offers, including for the purpose of gauging market demand. In case of violation, customers are responsible for their actions before the law.
• Customers must not act in any way that damages Calibee’s reputation, such as undermining unity among members by spreading information that harms the reputation of the Calibee application.
• Customers must not exploit or collect any information related to other users’ accounts.
• Customers using the Calibee application commit not to make private arrangements with, or solicit, service staff to work outside the Calibee application.
• Customers are responsible for providing a safe and healthy working environment and must not engage in any disrespectful or abusive behaviour that affects the physical condition, property or mental health of service staff.
• Customers are responsible for managing their own property and for promptly informing Calibee if they discover signs of violation, misconduct or damage by service staff during the service. Customers must provide truthful, objective information and cooperate with Calibee or the competent authorities during verification and handling. Any information provided or published to third parties must be truthful, must not be defamatory or offensive to the honour and reputation of organisations/individuals, and must comply with the law.

2. Rights and responsibilities of service staff

a) Rights of service staff

• Service staff members are given a registered username and password to manage their jobs, service history and account on the Calibee application.
• Service staff members are guided by Calibee’s employees on how to use the tools and features for performing services for customers under Calibee’s dispatch and standards, and on how to use the Calibee application.
• Service staff members have the right to give feedback to Calibee during its operation. Suggestions can be sent directly in person or by email to Calibee’s management.
• Service staff members have the right to request correct and full payment from the company after properly fulfilling their obligation to perform services for customers under Calibee’s dispatch and standards and in compliance with Calibee’s rules.

b) Obligations and responsibilities of service staff

• Service staff are responsible for keeping their registered username and password secure and for all service activity conducted under them.
• Service staff commit that the information provided to Calibee, and any information provided/updated to Calibee, is accurate.
• Service staff are responsible for providing information about bookings and service provision, and for cooperating with Calibee in resolving disputes that arise between customers and service staff while services are provided through Calibee.
• Service staff are responsible for compensating the customer for damage if the fault is proven to be theirs.
• Service staff are responsible for performing the work in accordance with the content, time, process and quality standards set by Calibee; keeping customer information confidential; not accepting money directly from customers; not arranging private services outside the application; cooperating with Calibee during verification and the handling of complaints or incidents; and bearing internal responsibility to Calibee under the cooperation agreement or internal rules if they breach the process, quality standards or the law.

XI. Applicable terms

1. Calibee’s Regulations take effect from the date of signing of the Decision issuing these Regulations. The company has the right to change these Regulations by announcing the change on the website for members’ information. The amended Regulations take effect from the date the Decision on the amendment takes effect. A member’s continued use of the service after the amended Regulations are announced and implemented means the member has accepted the amended Regulations.
2. The Operation Regulations may be updated and supplemented by Calibee according to operational needs and the law. Updates will be published on Calibee’s website/application or official channels. Members are responsible for following and complying with the current Regulations when using the application.

XII. Commitment terms

1. By using the Calibee application for online transactions, all members and related parties are deemed to have agreed to comply with these Regulations.
2. Official contact details of the Calibee e-commerce service application: