Policies

Terms of use

1. Operator Information and Scope of Application

The website quietaltitude.com is operated by PIXTA VIETNAM COMPANY LIMITED under the Quiet Altitude brand. These Terms and Policies shall take effect from 2026-10-19.

1.1. Scope of Application

These Terms and Conditions of Sale apply to Customers purchasing Products directly through the Quiet Altitude Website, in Orders of one (01) Pack or more.

Customers may also purchase Products at Quiet Altitude’s official Shopee store at https://shopee.vn/quietaltitude. Any order, payment and transaction completed through the Shopee platform shall fall outside the scope of these Terms and Conditions of Sale and shall instead be governed by the applicable terms and policies of Shopee and relevant laws.

1.2. Definitions

Product: whole-bean coffee products and other products listed, introduced and sold by Quiet Altitude on the Website from time to time.

Pack: one (01) individual unit of whole-bean coffee Product listed and sold by Quiet Altitude on the Website according to the applicable specifications, weight and price.

Order: a request to purchase one or more Products created and submitted by a Customer through the Website’s ordering function.

Combo Order: an Order comprising one (01) or more Packs placed in a single transaction on the Website and satisfying the applicable conditions of the combo programme announced by Quiet Altitude from time to time.

Customer: an individual or organisation purchasing Products through the Website for personal consumption or internal use, and not for resale or commercial distribution.

Business Day / Business Hours: Monday through Friday, excluding public holidays, Tet holidays and other days off prescribed by Vietnamese law.

Order Confirmation: an email notification sent by Quiet Altitude to the Customer confirming Quiet Altitude’s acceptance of the Order for processing and fulfilment after verifying the necessary information relating to the Order, including Product availability, delivery information and payment status, where applicable.

2. Terms of Use

Before confirming an Order, Customers are provided with and given the opportunity to review these Terms and Conditions of Sale and the relevant policies published on the Website.

By ticking the acceptance checkbox at the Order review stage and proceeding with the Order, the Customer acknowledges that they have read and agree to be bound by these Terms and Conditions of Sale and the policies incorporated by reference into the relevant Order.

Merely accessing or browsing information on the Website without entering into a transaction does not constitute acceptance of the transaction-specific terms applicable to the purchase of Products.

2.1. Ordering Conditions

a) Customers are not required to register or create an account to place an Order on the Website.

b) Customers must have the legal capacity required to enter into and perform transactions under applicable law. Where the Customer is a minor or a person with restricted legal capacity under applicable law, the transaction must be carried out with the consent of or through their legal representative where required by law.

c) Where an Order is placed on behalf of an organisation, the person placing the Order confirms that they have the authority or valid authorisation to enter into the transaction on behalf of that organisation.

d) Customers are responsible for providing complete, accurate and up-to-date information necessary for the receipt, processing and delivery of the Order.

2.2. Rights and Obligations of Quiet Altitude

Quiet Altitude shall have the following rights and obligations:

a) provide truthful, clear and appropriate information regarding Products sold on the Website, including, where applicable, Product name, growing region, processing method, roast level, roast date, weight, selling price and other information required by law;

b) process and fulfil confirmed Orders in accordance with the transaction terms agreed with the Customer;

c) deliver the correct Products, quantities and delivery location stated in the confirmed Order within the delivery period or estimated delivery timeframe communicated to the Customer, except where events or circumstances specified in these Terms and Conditions of Sale or by law occur;

d) issue electronic invoices and related documents in accordance with applicable law;

e) protect and process Customers’ personal data in accordance with the Privacy and Personal Data Protection Policy and applicable personal data protection laws;

f) receive and resolve Customers’ feedback, requests and complaints in accordance with Section 10;

g) refuse or cancel Orders in the specific circumstances set out in Section 12 and in accordance with applicable law; and

h) suspend or restrict Website functionality in the circumstances specified in Section 6.6, provided that such suspension or restriction does not adversely affect Customers’ rights arising from confirmed Orders, except as otherwise provided by law or these Terms.

2.3. Rights and Obligations of Customers

Customers have the right to:

a) receive complete, accurate and clear information regarding Products, prices, costs, transaction conditions and Orders;

b) request returns, refunds and exercise other rights relating to Products under these Terms and Conditions of Sale, the policies published on the Website and applicable law;

c) submit feedback, requests and complaints and request dispute resolution under Section 10; and

d) exercise their rights as data subjects in relation to their personal data in accordance with the Privacy Policy and applicable personal data protection laws.

Customers are required to:

a) provide complete and accurate information necessary for Order processing;

b) make full and timely payment using the selected payment method;

c) cooperate in receiving the Order and inspect the external condition of the parcel/Product upon delivery to the extent permitted under the applicable inspection policy; and

d) store and use Products in accordance with Quiet Altitude’s instructions and the information displayed on the packaging or Website.

2.4. Intellectual Property

Unless otherwise stated, trademarks, trade names, logos, packaging designs, images, content, graphics and other intellectual property used on the Website are owned by PIXTA VIETNAM or lawfully used by PIXTA VIETNAM.

No individual or organisation may copy, modify, distribute, exploit or otherwise use such intellectual property for commercial purposes without the prior written consent of PIXTA VIETNAM or the relevant rights holder, except where such use is permitted by law.

2.5. Customer Reviews and Content

a) Customers are responsible for any content, comments, reviews, images or materials they voluntarily provide or post on the Website and must ensure that such content does not violate applicable law or the lawful rights and interests of any third party.

b) Quiet Altitude will only reuse reviews, images or content provided by Customers for advertising, marketing or Product promotion where there is an appropriate legal basis and, where required by law, the Customer has provided separate consent.

c) Quiet Altitude does not create, purchase, falsify or edit reviews in a manner likely to mislead consumers regarding actual Product experience, quality or ratings.

2.6. Prohibited Conduct

Customers must not:

a) provide false or intentionally misleading information for the purpose of placing an Order;

b) create fake Orders, Orders without a genuine intention to purchase, or otherwise use deceptive methods to abuse discounts or promotional programmes;

c) unlawfully access, disrupt, interfere with or attack the Website, systems or related data;

d) collect, copy or extract data from the Website using automated tools in violation of applicable law or without Quiet Altitude’s permission;

e) impersonate Quiet Altitude, PIXTA VIETNAM or any employee, representative or partner of Quiet Altitude; or

f) post or transmit unlawful content or content infringing intellectual property rights, privacy, honour, reputation or other lawful rights and interests of any organisation or individual.

2.7. Third-Party Services

Certain transaction-related activities may be performed through third-party services, including Shopee, logistics providers such as Grab and Ahamove, banks, payment intermediaries and other service providers.

Where Customers directly use such third-party services, their use may also be subject to the relevant third party’s separate terms and policies.

Quiet Altitude’s use of third parties to support payment, delivery or other activities related to Orders does not exclude or limit Quiet Altitude’s responsibilities as the seller to the extent such responsibilities are imposed by law.

For transactions completed entirely on Shopee after the Customer is redirected from the Website, the applicable scope shall be determined in accordance with Section 1.1.

2.8. Limitation of Liability

Quiet Altitude is responsible for supplying Products and performing its obligations as seller in accordance with confirmed Orders and applicable law.

To the extent permitted by law, Quiet Altitude shall not be liable for damage directly arising from:

a) inaccurate or incomplete information provided by the Customer;

b) the Customer’s use or storage of Products contrary to instructions;

c) failures, interruptions or acts of third parties outside Quiet Altitude’s reasonable control, except where Quiet Altitude remains responsible for such third party under applicable law; or

d) force majeure events or other circumstances for which exemption from liability is permitted by law.

Nothing in this Section shall be construed as excluding or restricting any Customer right or Quiet Altitude liability that cannot lawfully be excluded or restricted.

2.9. Governing Law

These Terms and Conditions of Sale, incorporated policies and transactions falling within their scope shall be governed by and construed in accordance with the laws of Vietnam.

Any feedback, complaint or dispute arising in connection with a transaction shall be received and resolved in accordance with Section 10 and applicable law.

3. Privacy and Personal Data Protection Policy

In connection with Customers accessing the Website, placing Orders, making payments, requesting invoices, contacting Quiet Altitude or otherwise using Website functions, PIXTA VIETNAM may collect and process Customers’ personal data to the extent necessary for the purposes set out in this Section.

PIXTA VIETNAM determines the purposes and means of processing personal data collected directly through the Website, unless otherwise stated in this Section or provided by law.

The collection, processing, retention, sharing, transfer, deletion and destruction of personal data shall be carried out in accordance with Vietnamese personal data protection laws and the principles set out below.

3.1. Collection of Personal Data

3.1.1. Types of Data and Purposes of Collection

Depending on the Customer’s activities on the Website, PIXTA VIETNAM may collect the following data:

Certain information relating to accounts, payments or financial transactions may constitute sensitive personal data under applicable law. PIXTA VIETNAM applies additional safeguards to such data as required.

PIXTA VIETNAM does not request Customers’ bank account passwords, PINs, OTPs or similar banking authentication information. Customers should not provide such information to PIXTA VIETNAM via the Website, email, messages or any other communication channel.

3.1.2. Collection Methods

PIXTA VIETNAM may collect personal data:

a) directly from Customers when they enter or provide information on the Website, place Orders, complete the Taste Survey, request invoices, contact Quiet Altitude or submit feedback or complaints;

b) automatically through the Website using cookies, system logs and similar technologies;

c) from transaction-related third parties, including banks, payment providers, logistics providers and other service providers, to the extent necessary to fulfil Orders, reconcile payments, deliver Products, issue refunds or process Customer requests; and

d) from other sources where permitted by law.

PIXTA VIETNAM only collects data that is relevant and necessary for identified processing purposes and does not require Customers to provide data beyond the necessary scope.

Where certain data is necessary for PIXTA VIETNAM to accept or fulfil an Order, failure to provide such data may prevent PIXTA VIETNAM from accepting or completing the relevant Order.

3.2. Processing of Personal Data

PIXTA VIETNAM processes personal data only for purposes directly related to operating the Website and transacting with Customers, including:

a) receiving, reviewing, confirming and fulfilling Orders;

b) communicating with Customers regarding Order status;

c) arranging delivery;

d) confirming payment, reconciling transactions and issuing refunds;

e) preparing and issuing invoices and supporting documents;

f) receiving and handling feedback, requests and complaints;

g) complying with accounting, tax and other legal obligations;

h) operating, maintaining and securing the Website and systems;

i) preventing, detecting and addressing fraud or unauthorised Website use;

j) recommending Products based on Taste Survey results where the Customer has chosen to participate; and

k) conducting advertising or marketing activities where an appropriate legal basis exists.

Personal data is processed based on Customer consent where required by law or in circumstances where applicable law permits processing without consent, including processing necessary to perform an agreement with the Customer or comply with PIXTA VIETNAM’s legal obligations.

Consent for purposes not necessary to fulfil an Order, including advertising, marketing or advertising cookies, is requested separately and is not a condition for purchasing Products.

3.3. Product Recommendations and Promotional Communications

Participation in the Taste Survey is voluntary.

PIXTA VIETNAM may use survey results to recommend Products suited to preferences provided by the Customer.

PIXTA VIETNAM only sends advertising, promotional offers or marketing content by email, Zalo or other channels where an appropriate legal basis exists and, where required by law, the Customer has separately consented.

Customers may stop receiving promotional communications at any time by:

a) using the unsubscribe link in an email;

b) using the opt-out function available on the relevant channel, where applicable; or

c) sending a request to quietaltitude@pixta.co.jp.

Opting out of advertising does not affect essential communications relating to Orders, payments, deliveries or complaints.

3.4. Sharing and Disclosure to Third Parties

PIXTA VIETNAM does not sell or rent Customers’ personal data.

To the extent necessary for the purposes set out in Section 3, personal data may be shared with or accessed by:

a) logistics and delivery partners, including Grab, Ahamove or other logistics providers used to fulfil Orders, in respect of necessary data such as name, phone number, delivery address and delivery instructions;

b) banks and payment institutions, including BIDV, to the extent necessary for payment confirmation, reconciliation and refunds;

c) technology service providers, including hosting, storage, email, security and Website-support service providers;

d) companies within the PIXTA group, to the extent necessary for operations, technical support, system administration or other lawful processing activities; and

e) competent authorities where PIXTA VIETNAM is required to provide information by law or pursuant to a lawful request.

PIXTA VIETNAM only provides third parties with the amount of data necessary for the relevant purpose.

Where a third party processes data on behalf of PIXTA VIETNAM, that party must process the data within the assigned scope and comply with applicable data protection obligations and contractual requirements.

For transactions carried out on Shopee under Section 1.1, data directly provided by Customers to Shopee is also processed in accordance with Shopee’s terms and policies.

3.5. Cross-Border Transfer of Personal Data

In connection with Website operations or PIXTA technology systems, certain personal data may be stored, accessed or processed through systems or infrastructure located outside Vietnam.

PIXTA VIETNAM conducts cross-border transfers of personal data in accordance with Vietnamese personal data protection laws.

PIXTA VIETNAM applies appropriate administrative, technical and security measures and performs impact assessments, notifications, documentation or other obligations where required by law.

Data is transferred only to the extent necessary for the identified processing purposes.

3.6. Retention of Personal Data

PIXTA VIETNAM retains personal data only for as long as necessary to fulfil the relevant processing purpose or for mandatory periods prescribed by law.

In particular:

a) data relating to Orders, payments, invoices and accounting records is retained for the period required under applicable accounting, tax, invoice and related laws;

b) Taste Survey results are retained for up to 24 months from the Customer’s last interaction, unless deleted earlier pursuant to a valid request or PIXTA VIETNAM has a lawful basis for continued retention;

c) images, videos and content relating to feedback, requests or complaints are retained for as long as necessary to handle the matter and for no more than 12 months after the matter is closed, unless longer retention is necessary for dispute resolution, compliance with legal obligations or protection of lawful rights and interests;

d) data processed exclusively for advertising purposes is retained until the Customer withdraws consent, requests termination of processing or the notified retention period expires; and

e) technical data, cookies and system logs are retained for a reasonable period appropriate to operational, security and incident-prevention purposes.

3.7. Deletion, Destruction and Termination of Processing

PIXTA VIETNAM deletes, destroys or ceases processing personal data where:

a) the processing purpose has been fulfilled and there is no longer a lawful basis for continued processing or retention;

b) the applicable retention period has expired;

c) the Customer withdraws consent where consent is the sole basis for processing;

d) the Customer requests deletion or termination of processing and the request falls within a circumstance in which compliance is legally required;

e) a competent authority requires deletion or termination; or

f) otherwise required by law.

PIXTA VIETNAM may continue retaining or processing data despite withdrawal of consent or a deletion request where continued retention or processing is necessary or permitted by law, including to:

• comply with accounting, tax and invoicing obligations;
  • resolve complaints or disputes;
  • comply with requests from competent authorities; or
  • protect lawful rights and interests.

Deletion or destruction is performed using appropriate methods designed to reduce the possibility of unauthorised recovery or continued use.

3.8. Customers’ Personal Data Rights

Subject to the scope and conditions prescribed by law, Customers have the right to:

a) be informed about the processing of their personal data;

b) consent or refuse consent where consent is legally required;

c) withdraw consent previously provided;

d) access, correct or request correction of their data;

e) request provision of personal data;

f) request deletion;

g) request restriction of processing;

h) object to processing in circumstances prescribed by law;

i) request cessation of advertising communications;

j) lodge complaints, make denunciations, initiate legal proceedings or claim compensation in accordance with law; and

k) exercise other rights provided by law.

Requests may be submitted to:

Email: quietaltitude@pixta.co.jp

PIXTA VIETNAM may require Customers to provide information necessary to verify identity and the validity of the request before acting upon it.

PIXTA VIETNAM receives and handles requests within the statutory timeframe.

Where there is a lawful basis not to comply with all or part of a request, PIXTA VIETNAM will handle and notify the Customer in accordance with applicable law.

3.9. Personal Data Protection Measures

PIXTA VIETNAM applies administrative, organisational and technical safeguards appropriate to the nature of the data processed and the risks associated with the processing.

Measures may include:

a) secure connections when transmitting data through the Website;

b) role-based allocation and limitation of access rights;

c) controls over access to systems and accounts;

d) limiting collection and retention to what is necessary;

e) additional safeguards for sensitive personal data;

f) monitoring, detecting and addressing unauthorised access or use; and

g) managing access rights of employees and relevant service providers.

3.10. Personal Data Incidents and Violations

Where PIXTA VIETNAM becomes aware of an incident, unauthorised access, loss, disclosure, leakage or other violation involving personal data, PIXTA VIETNAM takes necessary measures to:

a) prevent and limit the scope of impact;

b) determine the cause and extent of impact;

c) remedy the consequences;

d) protect data and Customers’ interests; and

e) fulfil notification or reporting obligations to competent authorities and/or affected Customers where required by law.

3.11. Personal Data of Minors

The Website is not designed to proactively collect personal data from children.

Where PIXTA VIETNAM becomes aware that personal data of a minor has been provided in connection with an Order or transaction, processing of such data and exercise of the data subject’s rights shall be carried out in accordance with applicable laws governing minors and their legal representatives.

PIXTA VIETNAM does not proactively use minors’ personal data for advertising or personalised advertising profiles.

This Section applies together with the ordering conditions for minors under Section 2.1.

3.12. Cookies and Similar Technologies

The Website may use:

a) essential cookies to maintain shopping carts, browsing sessions, security and other functions necessary for Website operation; and

b) analytics or advertising cookies, where implemented, to analyse Website usage, measure effectiveness or support advertising activities.

Cookies or tracking technologies requiring consent are only used after the Customer has made the appropriate choice.

Where the Website provides a cookie management tool, Customers may change their cookie preferences through that tool.

3.13. Changes to Personal Data Protection Terms

PIXTA VIETNAM may update Section 3 where there are changes to data processing activities, Website functionality, service providers or applicable law.

The current version of the Terms and Conditions of Sale and the latest update date are published on the Website.

Where a change introduces a new processing purpose requiring Customer consent, PIXTA VIETNAM will provide notice and obtain consent before conducting such processing.

3.14. Personal Data Contact

Any request, question or complaint relating to personal data processing under Section 3 may be sent to:

PIXTA VIETNAM
Email: quietaltitude@pixta.co.jp

PIXTA VIETNAM receives and handles personal data-related requests in accordance with applicable law.

4. Pricing Policy

Product prices published on the Website are denominated in Vietnamese Dong (VND) and, unless otherwise stated where the price is displayed, include applicable value-added tax (VAT) but exclude shipping fees.

PIXTA VIETNAM discloses Product prices and Order-related costs before the Customer confirms the Order.

4.1. Taxes and Invoices

Product prices are determined and displayed in accordance with PIXTA VIETNAM’s pricing policy and applicable tax laws at the time of the transaction.

Where the displayed price includes VAT, the Customer will not be required to pay additional VAT above the displayed amount unless otherwise required by law or clearly notified on the Website before the Customer confirms the Order.

PIXTA VIETNAM issues and provides electronic invoices in accordance with applicable law.

Where a Customer requires an invoice containing an organisation’s details, the Customer is responsible for providing complete and accurate information before PIXTA VIETNAM issues the invoice in accordance with law.

4.2. Shipping Fees

Shipping fees, where applicable, are determined based on factors relevant to each Order, which may include delivery address, Order weight or size, delivery method and logistics provider.

The applicable shipping fee is displayed to the Customer at the Order review stage before confirmation.

Unless otherwise notified:

a) Customers receive free standard domestic delivery where the total Product value after eligible discounts and promotions exceeds VND 800,000;

b) free shipping is applied automatically to eligible Orders without requiring a promotional code; and

c) express delivery is not eligible for free shipping and is charged at the amount displayed before the Customer confirms the Order.

Specific delivery conditions, geographical scope and delivery methods are governed by the Shipping Policy in Section 8.

4.3. Other Costs

PIXTA VIETNAM does not charge fees that have not been disclosed to the Customer before Order confirmation.

Where a bank, payment institution or service provider used by the Customer charges a transaction-related fee, such fee shall be governed by the relevant provider’s fee schedule and terms and is not a fee charged by PIXTA VIETNAM unless otherwise stated on the Website.

4.4. Price Display and Total Amount Payable

The Product page displays the applicable selling price for each Product and indicates whether that price includes or excludes related costs in accordance with this Section.

Before the Customer confirms an Order, the Website clearly displays the components of the Order value, which may include:

a) Product value;

b) Combo Order discount;

c) vouchers or other applicable promotions;

d) shipping fees;

e) taxes or other charges not already included in the Product price; and

f) the Total Amount Payable.

Customers may review this information before clicking “Place Order”.

PIXTA VIETNAM will not charge the Customer an amount exceeding the Total Amount Payable displayed and confirmed by the Customer for the Order unless the Customer and PIXTA VIETNAM subsequently enter into a lawful supplemental agreement.

4.5. Promotions and Discounts

Vouchers, Combo Order discounts, free shipping and other promotional programmes are subject to the specific conditions of the relevant programme and Section 5.

Where an offer constitutes a promotional activity under applicable law, PIXTA VIETNAM conducts the programme in accordance with applicable trade promotion laws in force at the relevant time.

4.6. Price Changes

PIXTA VIETNAM may change Product prices for future transactions.

Price changes do not alter the price confirmed by the Customer for an Order that has already been placed and confirmed by PIXTA VIETNAM under Section 12.2, unless otherwise agreed by the parties in accordance with law.

Where an Order must be paid within a specified period, the applicable price shall remain subject to the payment conditions notified to the Customer at the time the Order was placed.

4.7. Price Display Errors

Where PIXTA VIETNAM identifies an error in a Product price or price component due to a technical, system or data-entry error, PIXTA VIETNAM will notify the Customer promptly after discovering the error.

If the error is identified before PIXTA VIETNAM confirms the Order, PIXTA VIETNAM may:

a) notify the Customer of the correct price and request confirmation of the Order at that price; or

b) cancel the purchase request if the Customer does not agree to the correct price.

If the Customer has already paid, the amount received will be refunded in full using the applicable refund method.

Where the error is identified only after the Order has been confirmed, the matter will be handled by agreement with the Customer and in accordance with applicable consumer protection laws. PIXTA VIETNAM will not unilaterally require additional payment or unilaterally change the price of a confirmed Order contrary to law.

Any refund shall be processed in accordance with the Refund Policy in Section 9.

5. Promotional Policy

PIXTA VIETNAM may offer promotions for Orders placed directly on the Website, including voucher codes and quantity-based Pack discounts (“Combo Discounts”).

Promotions under this Section do not apply to transactions completed on Shopee under Section 1.1.

Quiet Altitude currently does not operate a points-based loyalty or frequent-customer programme unless otherwise announced on the Website.

5.1. Voucher Codes

(1) The minimum Order value is calculated based on the total Product value after the Combo Discount and excluding shipping fees.

(2) The actual discount equals the value of the relevant voucher but may be lower where applying the full voucher value would exceed the overall cap in Section 5.3 or another limitation under applicable law.

Each Order may use a maximum of one (01) voucher code.

A voucher must remain valid and the Order must satisfy all applicable conditions when the Customer confirms the Order.

5.2. Automatic Combo Discount

For Orders satisfying the applicable Pack quantity requirements, the following automatic Combo Discounts apply:

The discount is determined based on the total number of Packs in the same Order regardless of whether the Packs are from the same or different growing regions, unless otherwise stated for a specific Product.

The Combo Discount is calculated on the total value of eligible Packs before voucher discounts and shipping fees.

5.3. Promotion Caps

Unless the Website announces another programme compliant with applicable law:

a) the total Combo Discount is capped at VND 180,000 per Order;

b) the total combined value of the Combo Discount and voucher discount is capped at VND 215,000 per Order;

c) each Order may use no more than one voucher; and

d) free shipping under Section 4.2 does not count toward the VND 215,000 cap.

In all circumstances, applied discounts must comply with statutory limits on promotional value and maximum discounts in force at the relevant time.

5.4. Order of Application

Promotions are calculated in the following order:

1. determine the total Product value of the Order;
2. apply the Combo Discount;
3. determine whether the minimum Order value for the voucher has been met;
4. apply the voucher within the cap under Section 5.3;
5. determine eligibility for free shipping under Section 4.2; and
6. calculate the Total Amount Payable.

Each deduction is displayed separately at the Order review stage before confirmation.

Example: The Customer orders five (05) Packs at VND 250,000 each. The total Product value is VND 1,250,000. The 15% Combo Discount would be VND 187,500 but is capped at VND 180,000, reducing the amount to VND 1,070,000. The Order qualifies for voucher QA-GIFT with a nominal value of VND 140,000; however, because the combined Combo Discount and voucher may not exceed VND 215,000, only VND 35,000 of the voucher will be applied. The resulting Order value is VND 1,035,000 and qualifies for free standard delivery under Section 4.2.

5.5. General Conditions

a) Promotions apply during the period and subject to the conditions published on the Website.

b) Unless otherwise provided in the specific voucher or programme conditions, a Customer may use the same voucher for multiple Orders while it remains valid.

c) Vouchers and discounts may not be redeemed separately for cash or transferred in exchange for cash.

d) Where an Order is cancelled and the voucher remains valid, reuse of the voucher is subject to the voucher conditions and the technical capabilities of the system.

e) Where a Customer partially returns an Order, the refund shall be determined under Section 9.5 based on the amount actually paid for the returned Product after allocation of discounts applied to the Order.

PIXTA VIETNAM will not separately recover discounts or previously waived shipping fees from the portion of the Order retained by the Customer unless there is a reasonable basis to determine that the Customer engaged in fraud or promotion abuse or the parties otherwise agree in accordance with law.

5.6. Changes to or Termination of Promotional Programmes

PIXTA VIETNAM may introduce, modify or terminate promotional programmes for future transactions by publishing notice on the Website before the change takes effect.

A change or termination will not affect promotions already applied to an Order confirmed by PIXTA VIETNAM unless:

a) the Customer agrees to the change;

b) the adjustment is necessary to comply with applicable law; or

c) otherwise provided by law.

5.7. Invalid Use of Promotions

Customers are responsible for using vouchers and promotions in accordance with the published conditions.

Customers must not:

a) create Orders without genuine purchase intent for the purpose of obtaining promotional benefits;

b) use false information or create multiple accounts, phone numbers, email addresses or other identifiers to circumvent programme restrictions;

c) interfere with the system or use technical methods to apply a promotion contrary to its conditions; or

d) engage in other fraudulent or abusive use of promotional programmes.

Where there is a reasonable basis to suspect that an Order violates these conditions, PIXTA VIETNAM may temporarily withhold the promotion and request information necessary for verification.

PIXTA VIETNAM will only refuse or cancel a promotion where there is a reasonable basis to determine that the Order does not satisfy programme conditions or involves fraudulent or abusive conduct.

Handling of promotional benefits does not affect the Customer’s other lawful rights in relation to the Order.

5.8. Complaints Relating to Promotions

Any feedback or complaint regarding vouchers, Combo Discounts or other promotions shall be received and resolved in accordance with Section 10.

6. Conditions and Limitations of Supply

The Website accepts Order requests 24 hours a day, seven (07) days a week. Order review, confirmation and processing are carried out on Business Days.

Quiet Altitude currently accepts only Orders delivered within Vietnam and accepts Orders of one (01) Pack or more placed directly through the Website.

Specific conditions and limitations are set out below.

6.1. Processing and Supply Time

a) Except for pre-order Products, seasonal Products, limited releases or where otherwise stated on the relevant Product page, PIXTA VIETNAM expects to hand an Order over to the logistics provider within three (03) Business Days from Order Confirmation.

b) This period refers to processing and handover to the logistics provider and is not a guaranteed Customer delivery time. Estimated delivery following handover is set out in Section 8.

c) For seasonal Products, limited lots or Products offered only during a specific period, the sales period and applicable conditions are published on the Product page.

d) For pre-order Products, PIXTA VIETNAM publishes an estimated delivery date or availability period before the Customer places the Order. The standard processing period under paragraph (a) does not apply where another timeframe has been notified.

e) Planned suspension of Order processing during Lunar New Year or other extended holidays, where known in advance, will be announced on the Website before it begins. PIXTA VIETNAM intends to provide at least 14 days’ notice, except where changes arise outside its reasonable control.

6.2. Delivery Area

PIXTA VIETNAM delivers to valid addresses within Vietnam through logistics providers supported in the relevant area under Section 8.

Actual availability depends on the provider’s service coverage, geography and transportation conditions at the time of the Order.

Certain remote, rural, island or otherwise difficult-to-service areas may:

a) require longer delivery times;

b) incur different charges; or

c) be temporarily or permanently outside the delivery area.

Where the system identifies that the Customer’s address is outside the service area, the Website will notify the Customer during the Order process where technically possible.

If PIXTA VIETNAM only discovers after submission of the Order that delivery cannot be completed, PIXTA VIETNAM will contact the Customer to agree on an alternative, including changing the delivery address or cancelling the Order and refunding the amount paid for the portion that cannot be fulfilled.

Quiet Altitude currently does not provide direct delivery to addresses outside Vietnam.

6.3. Delivery to Hotels or Other Accommodation

Customers requesting delivery to a hotel or other accommodation must provide complete and accurate:

a) hotel or accommodation name;

b) address;

c) recipient’s full name;

d) room number, where available and where the accommodation allows such information to be used for delivery;

e) contact phone number; and

f) expected check-out date.

To reduce the risk of delivery after departure, Customers should place Orders at least:

• six (06) Business Days before the expected check-out date for addresses in Hanoi; and
  • eight (08) Business Days before the expected check-out date for addresses in other provinces or cities.

These periods are recommendations and do not constitute a guarantee of a specific delivery date unless otherwise confirmed by PIXTA VIETNAM for the relevant Order.

Where PIXTA VIETNAM and the logistics provider have attempted delivery within the estimated period but delivery cannot be completed because the Customer has left the accommodation, provided incorrect or incomplete information, or the accommodation refuses to accept the parcel for reasons not attributable to PIXTA VIETNAM, the Order may be returned.

In such circumstances, any refund will be determined under Section 9 after deducting reasonable actual shipping costs incurred for the failed delivery and return shipment, provided such costs were disclosed or can be determined under the applicable shipping policy.

PIXTA VIETNAM will not apply such deduction where the failed delivery was primarily caused by PIXTA VIETNAM or a party for whose conduct PIXTA VIETNAM is legally responsible.

Where the Customer personally takes the Product outside Vietnam after delivery, the Customer is responsible for identifying and complying with import, quarantine, food safety, baggage and other requirements of the destination country or territory.

6.4. Customers and Purchase Purpose

The Website is intended for retail transactions with:

a) individuals purchasing Products for personal consumption or gifts; and

b) organisations purchasing Products for internal use or gifts and not for resale.

Organisational Customers may request invoices in accordance with Section 4.1.

Customers wishing to purchase Products for:

• resale;
  • distribution;
  • use as an ingredient in commercial activities;
  • service to customers at cafés, restaurants, hotels or other businesses; or
  • quantities or commercial terms outside the retail policy,

should contact quietaltitude@pixta.co.jp to discuss applicable conditions and quotations.

Such transactions are not automatically subject to the retail policies in these Terms and Conditions of Sale unless otherwise agreed between PIXTA VIETNAM and the Customer.

Conditions applicable to minors are governed by Section 2.1.

Coffee Products contain caffeine. Ingredients, instructions for use and applicable warnings are displayed on the Product packaging and/or Product page. Persons with specific dietary requirements or health conditions should consider the Product information and obtain appropriate professional advice where necessary.

6.5. Quantity and Stock Availability

Each Order placed directly through the Website must contain at least one (01) Pack.

Customers may also purchase Products at Quiet Altitude’s Shopee store under Section 1.1.

Availability of Products and quantities is subject to stock at the time the Order is processed.

Where stock is limited, Orders will be processed in the order of Order Confirmation, unless another priority rule was published on the Website before the Customer placed the Order.

Receipt of an Order request or payment by the Website does not guarantee stock availability until the Order has been confirmed by PIXTA VIETNAM.

Where all or part of the Products in an Order cannot be supplied, PIXTA VIETNAM shall handle the matter in accordance with Sections 12.3 and 12.4.

6.6. Suspension or Interruption of Supply

PIXTA VIETNAM may suspend or restrict the receipt, processing or fulfilment of Orders in circumstances including:

a) maintenance, updates or upgrades to the Website or systems;

b) technical errors or incidents involving the Website, technology systems, bank, payment service or logistics provider;

c) natural disasters, storms, floods, fire, epidemics, war, strikes, infrastructure disruption or other events outside reasonable control;

d) requirements, decisions or measures imposed by competent authorities;

e) Products or Product lots failing to meet internal quality standards or applicable quality or safety requirements;

f) shortages of raw materials or Products due to seasonality or other objective causes; or

g) other circumstances where continued supply may violate law or create a risk to Customers’ lawful rights or interests.

For planned maintenance that can reasonably be identified in advance, PIXTA VIETNAM will endeavour to provide at least 24 hours’ notice on the Website. This does not apply to emergency maintenance or incidents that could not reasonably have been anticipated.

Where a suspension or interruption materially affects a confirmed Order, PIXTA VIETNAM will notify the Customer within a reasonable time after determining the impact and provide information on available options.

Depending on the circumstances, the Customer may choose to:

a) continue waiting for the Order based on an updated expected timeframe; or

b) cancel the unfulfilled part of the Order and receive a refund of the corresponding amount paid.

Where the entire Order can no longer be fulfilled, the Customer will receive a full refund in accordance with Section 9.

Nothing in this Section excludes or limits PIXTA VIETNAM’s liability where applicable law requires PIXTA VIETNAM to remain responsible for the cause of interruption or non-performance.

6.7. Refusal or Cancellation of Orders

Circumstances in which PIXTA VIETNAM may refuse to accept, refuse to confirm or cancel an Order are set out in Section 12.

Refusal or cancellation will not be exercised arbitrarily and must be based on circumstances disclosed in these Terms and Conditions of Sale or another basis permitted by law.

7. Payment Policy

Quiet Altitude currently accepts only bank transfer payments for Orders placed directly through the Website. Cash on delivery (COD) is not available.

Payment account information:

7.1. Payment Deadline

Customers must complete payment within 24 hours from the time the Website records the Order.

Payment is deemed completed when the Total Amount Payable has been credited to PIXTA VIETNAM’s bank account specified in this Section.

An Order that has not been paid in full by the end of the 24-hour period may be automatically cancelled by the system or PIXTA VIETNAM without any cancellation fee being charged to the Customer.

Cancellation due to expiry of the payment period does not prevent the Customer from placing a new Order, subject to stock availability, pricing and applicable conditions at the time of the new Order.

7.2. Reconciliation and Order Confirmation

Bank transfers are reconciled by PIXTA VIETNAM based on transaction information recorded by the bank.

After confirming receipt of the full amount payable and completing the necessary Order checks, PIXTA VIETNAM will send an Order Confirmation to the Customer’s provided email address.

PIXTA VIETNAM expects to complete reconciliation and send the Order Confirmation within four (04) Business Hours after receiving full payment. Transactions recorded outside Business Hours will be processed from the next Business Day.

Where the Customer has paid correctly and on time but reconciliation has not yet been completed due to PIXTA VIETNAM’s internal processing or because the transaction occurred outside Business Hours, the Order will not be cancelled solely because of the reconciliation delay.

PIXTA VIETNAM’s receipt of funds does not itself mean the Order has been confirmed where other conditions for Order Confirmation have not been satisfied.

7.3. Payment Discrepancies

a) Underpayment

Where PIXTA VIETNAM receives less than the Total Amount Payable, PIXTA VIETNAM will notify the Customer to:

• pay the outstanding amount within the notified period; or
  • request cancellation and refund of the amount already transferred.

If the Customer does not pay the outstanding amount within the applicable period, PIXTA VIETNAM may cancel the Order and process the refund under Section 7.5.

b) Overpayment

Where the Customer transfers more than the Total Amount Payable, the excess amount will be refunded under Section 7.5 following reconciliation.

c) Incorrect or Missing Transfer Description

Where PIXTA VIETNAM cannot match the transaction to an Order because the transfer description is incorrect or incomplete, the Customer may be asked to provide information or documentation necessary for reconciliation, including an image or copy of the transfer receipt.

Customers should provide only information necessary to verify the transaction and must not send OTPs, passwords, PINs or banking authentication information.

d) Payment Received After Order Cancellation

Where funds are credited to PIXTA VIETNAM’s account after the Order has been cancelled due to expiry of the payment period, PIXTA VIETNAM will:

• reinstate and continue processing the Order where the Products remain available, the price and transaction conditions have not changed and the Customer agrees; or
  • refund the full amount received where the Order cannot or will not be continued.

PIXTA VIETNAM will not automatically apply new prices or conditions that are less favourable to the Customer without notification and appropriate Customer consent.

e) Transfers from Foreign Accounts or Banks

Where Customers transfer funds from overseas or use services involving intermediary fees, Customers are responsible for ensuring that the amount actually received by PIXTA VIETNAM equals the Total Amount Payable.

Fees charged by banks, payment institutions or intermediaries are not fees charged by PIXTA VIETNAM.

7.4. Payment Security and Fraud Warnings

PIXTA VIETNAM only accepts payments for Website Orders through the account published in Section 7 unless the account information is officially updated by PIXTA VIETNAM on the Website.

PIXTA VIETNAM does not request Customers’:

• bank account password;
  • PIN;
  • OTP; or
  • similar banking authentication information.

Customers should not transfer funds to another account solely on the basis of a request made through comments, phone calls, messages or accounts that are not official Quiet Altitude communication channels.

Where a Customer receives an unusual payment request or suspects impersonation, the Customer should contact PIXTA VIETNAM before completing the transaction.

7.5. Refunds

PIXTA VIETNAM provides refunds in circumstances set out in these Terms and Conditions of Sale, including where:

a) an Order is cancelled after PIXTA VIETNAM has received payment;

b) PIXTA VIETNAM cannot provide all or part of the Products already paid for;

c) a Product is out of stock and there is no replacement accepted by the Customer;

d) the Customer’s exchange, return or refund request is approved under Section 9;

e) the Customer transferred more than the Total Amount Payable;

f) PIXTA VIETNAM receives funds after an Order has already been cancelled and the parties do not continue with the Order; or

g) PIXTA VIETNAM is otherwise required to refund under these Terms and Conditions of Sale or applicable law.

7.5.1. Refund Method

Unless otherwise lawfully agreed, refunds are transferred to the account used to pay for the Order.

Where refunding the original account is objectively impossible, PIXTA VIETNAM may ask the Customer to provide another account held in the Customer’s name or by another person lawfully entitled to receive the funds, following appropriate verification.

PIXTA VIETNAM does not provide cash refunds for transactions paid by bank transfer unless otherwise agreed in accordance with law.

7.5.2. Refund Period

PIXTA VIETNAM will initiate the refund within seven (07) Business Days from the date on which the refund basis has been fully established and all information necessary to process the refund has been received.

The time at which the refunded amount is actually credited to the Customer’s account may depend on the processing time of the relevant bank or payment institution.

Where applicable law imposes a shorter refund period for a specific circumstance, the statutory period will apply.

7.5.3. Refund Costs

PIXTA VIETNAM bears transfer fees charged on PIXTA VIETNAM’s side for domestic refunds.

Fees charged by the recipient bank, foreign bank or other intermediary, if any, shall be governed by that provider’s fee schedule unless otherwise required by law or these Terms.

7.5.4. Refund Notification

After initiating a refund, PIXTA VIETNAM will send the Customer a notification by email or another appropriate communication method stating at least:

• the refund amount;
  • the relevant Order;
  • the refund date; and
  • transaction information or reference number, where available.

8. Shipping Policy

For a confirmed Order, PIXTA VIETNAM expects to hand over the Products to the logistics provider within three (03) Business Days, except as otherwise provided in Section 6.1 or specifically stated on the relevant Product page.

Delivery is performed through a logistics provider appropriate to the delivery address, delivery method and available service coverage at the relevant time.

8.1. Delivery Methods and Logistics Providers

PIXTA VIETNAM currently supports:

a) Standard Delivery: through Grab and/or another logistics provider selected by PIXTA VIETNAM based on delivery location and service coverage; and

b) Express Delivery: available for certain addresses in Hanoi through Ahamove, Grab Express or another supported logistics provider at the time of ordering.

Availability of a particular delivery method depends on the delivery area, ordering time, operational status of the logistics provider and other practical conditions.

The applicable delivery method and shipping fee are displayed or communicated to the Customer before Order Confirmation.

8.2. Estimated Delivery Time

The following delivery times are calculated from the date the Order is handed over to the logistics provider and exclude the Order processing time under Section 6.1:

These timeframes are estimates and not guarantees of a specific delivery date.

Actual delivery times may vary due to:

a) coverage and operating schedules of the logistics provider;

b) weather, traffic or geographical conditions;

c) weekends, public holidays or Tet;

d) incomplete delivery information or information requiring verification;

e) force majeure events or other events outside reasonable control; or

f) other causes communicated to the Customer.

Where the estimated delivery time materially changes for a confirmed Order, PIXTA VIETNAM will notify the Customer within a reasonable time after receiving information regarding the change.

8.3. Delivery Area and Shipping Fees

PIXTA VIETNAM only supports delivery to addresses within Vietnam that fall within the relevant logistics provider’s service area.

Certain remote, rural, island or special-service areas may:

a) require longer delivery times;

b) incur different fees; or

c) be outside the available service area.

Shipping fees and free-shipping conditions are determined under Section 4.2.

Delivery to hotels or accommodation is subject to Section 6.3.

8.4. Delivery Tracking

After the Order is handed over to the logistics provider, PIXTA VIETNAM will provide a tracking number, tracking link or other tracking information where such information is supplied by the logistics provider.

The logistics provider is responsible for providing or updating Order status through its systems and within the scope of its services during delivery.

Where a Customer cannot track the Order or notices unusual delivery information, the Customer may contact PIXTA VIETNAM for assistance in checking with the logistics provider.

8.5. Inspection Upon Delivery

Upon receipt, Customers are encouraged, to the extent permitted by the logistics provider, to inspect in the presence of the delivery person:

a) the external condition of the parcel, box or shipping packaging;

b) the number of Packs or Products delivered compared with the Order; and

c) visible signs of damage, tearing, dents, moisture or other external abnormalities.

To preserve Product quality and safety, inspection does not include opening or breaking the seal of coffee bags unless otherwise instructed by PIXTA VIETNAM.

Customers are encouraged to take photographs or record a video of the parcel and unboxing process where abnormalities are identified. Failure to take photographs or video does not deprive the Customer of the right to complain or request an exchange or return where other evidence is available.

Incorrect, missing, damaged or quality-related Products shall be handled in accordance with Section 9.

8.6. Completion of Delivery and Transfer of Risk

An Order is considered delivered when the Products are physically delivered to:

a) the Customer at the registered delivery address;

b) a recipient designated by the Customer; or

c) reception staff, an authorised receiving department or another person authorised to receive deliveries at a hotel, accommodation or other location designated by the Customer, provided that delivery to such person is consistent with the Customer’s instructions and the receiving arrangements at that location.

Risk of loss or damage transfers to the Customer upon completion of delivery as described above, except where applicable law provides that PIXTA VIETNAM remains responsible for the loss, damage or defect.

Successful delivery does not extinguish the Customer’s rights regarding non-conforming, defective or otherwise incorrect Products.

8.7. Failed Delivery

Where a logistics provider cannot complete delivery, the logistics provider and/or PIXTA VIETNAM may contact the Customer to arrange another delivery attempt subject to the provider’s policies.

The Order may be returned to PIXTA VIETNAM where:

a) recipient information or the address is inaccurate or incomplete;

b) the recipient cannot be contacted after reasonable attempts under the logistics provider’s procedures;

c) the recipient refuses delivery in circumstances not covered by a right of refusal under these Terms or applicable law;

d) the delivery location refuses to accept the Order; or

e) delivery otherwise cannot be completed for reasons not attributable to PIXTA VIETNAM or a logistics provider for whose acts PIXTA VIETNAM is legally responsible.

Where the Order is returned for reasons attributable to the Customer, any refund shall be determined under Section 9 after deduction of reasonable actual costs incurred for delivery and return shipping, provided such costs were disclosed or can be determined under the applicable shipping policy.

PIXTA VIETNAM will not deduct such costs where failed delivery was primarily caused by PIXTA VIETNAM or a party for whose acts PIXTA VIETNAM is legally responsible.

Where the Customer still wishes to receive the Products after the Order has been returned, redelivery shall be subject to agreement between the parties and may incur an additional shipping fee.

9. Exchange, Return and Refund Policy

PIXTA VIETNAM accepts exchange, return and refund requests for Products falling within the circumstances described in this Section.

Depending on the cause and condition of the Product, Customers may receive an exchange, delivery of missing Products, a partial or full refund, or another appropriate remedy.

The notification periods stated in this Section are timeframes applicable to Quiet Altitude’s commercial return policy and shall not be interpreted as excluding or restricting Customers’ rights under applicable law.

9.1. Incorrect, Missing, Damaged or Non-Conforming Products

Following verification, depending on the circumstances, the Customer may choose or PIXTA VIETNAM may propose:

a) delivery of the missing Product or quantity;

b) replacement with the correct Product;

c) replacement with a new Product of the same type or another Product accepted by the Customer;

d) a refund corresponding to the affected Product; or

e) a full Order refund where the nature of the non-conformity makes the purpose of the purchase unattainable or where required by law.

PIXTA VIETNAM bears reasonable costs necessary for collection, replacement or redelivery where the cause is attributable to PIXTA VIETNAM or a party for whose acts PIXTA VIETNAM is legally responsible.

Where the Product condition can be adequately verified using photographs, video, logistics information or other documents, PIXTA VIETNAM may waive the requirement for Product return.

9.2. Change-of-Mind Returns

In addition to the circumstances under Section 9.1, PIXTA VIETNAM accepts returns due to a change of mind where all of the following conditions are satisfied:

a) the request is submitted within two (02) days from receipt of the Product;

b) the Product bag is unopened and the seal remains intact;

c) the Product is unused and remains in a condition suitable for resale;

d) packaging, labels and accompanying components remain complete, except for reasonable wear resulting from external inspection; and

e) the Product was not clearly identified as excluded from change-of-mind returns before the Customer placed the Order.

The Customer bears return shipping costs for change-of-mind returns.

The original shipping fee is non-refundable unless otherwise provided by PIXTA VIETNAM or required by law.

9.3. Circumstances Excluded from Change-of-Mind Returns

The policy in Section 9.2 does not apply to:

a) opened or unsealed coffee bags;

b) used Products;

c) Products damaged because of improper storage, transport or use by the Customer after delivery;

d) returns requested solely because the Customer dislikes the taste, aroma, roast level or sensory characteristics of a Product after opening the bag; or

e) other exclusions clearly disclosed before ordering and consistent with applicable law.

This Section does not apply to exclude responsibility for defective Products, Products that fail to satisfy quality or safety requirements, or Products inconsistent with information provided by PIXTA VIETNAM.

9.4. Exchange, Return and Refund Procedure

Customers submit requests in accordance with Section 14 and provide information reasonably required by PIXTA VIETNAM for verification, which may include:

a) Order number;

b) Customer contact information;

c) affected Product and quantity;

d) description of the condition and reason for the exchange, return or refund request; and

e) photographs, video, receipts, delivery information or other relevant documentation, where available.

PIXTA VIETNAM may request additional reasonable information necessary to verify the request.

The absence of photographs or video does not automatically deprive the Customer of the right to request an exchange, return or lodge a complaint where the request can be supported by other documents or evidence.

After receiving sufficient information, PIXTA VIETNAM will notify the Customer of the outcome and provide return instructions where necessary.

Customers should not send Products back before receiving the return address and applicable instructions from PIXTA VIETNAM unless otherwise instructed.

9.5. Exchange and Return Costs

PIXTA VIETNAM does not charge exchange or return fees other than charges disclosed or reasonably supported under these Terms and Conditions of Sale.

9.6. Refund Amount

For an accepted Product return, the refund is based on the amount actually paid by the Customer for the relevant Product, after allocation of discounts and promotions applied to the Order.

Where an Order contains multiple Products, Combo Discounts and vouchers are allocated to each Product proportionately based on the Product’s value relative to the total Product value used to calculate the relevant promotion, unless the specific promotional mechanism provides otherwise.

A partial return does not result in separate recovery of discounts or previously waived shipping fees in respect of Products retained by the Customer unless:

a) the Customer engaged in fraud or promotional abuse; or

b) applicable law or the conditions of a promotional programme disclosed before ordering provide otherwise.

Where an exchange or return arises from a cause attributable to PIXTA VIETNAM, shipping fees actually paid by the Customer for the affected portion of the Order will be refunded to a reasonable extent.

9.7. Refunds

Refund methods, timeframes and notifications are governed by Section 7.5.

For change-of-mind returns under Section 9.2, the refund processing period begins when:

a) PIXTA VIETNAM has received the returned Product; and

b) PIXTA VIETNAM has completed a reasonable inspection confirming that the Product satisfies the return conditions.

The inspection process shall not be used to unreasonably delay the Customer’s refund.

9.8. Customers’ Statutory Rights

Section 9 constitutes PIXTA VIETNAM’s published exchange, return and refund policy for Website transactions.

Nothing in this Section shall be interpreted as excluding, restricting or replacing rights available to Customers under consumer protection, product quality, food safety or other applicable laws.

10. Receipt and Resolution of Feedback and Complaints

PIXTA VIETNAM receives and handles Customer feedback, requests and complaints relating to the Website, Orders and Products in accordance with this Section.

PIXTA VIETNAM will acknowledge receipt within an appropriate period and no later than any mandatory statutory deadline.

10.1. Contact Channels

Customers may contact PIXTA VIETNAM through:

• Email: quietaltitude@pixta.co.jp (primary channel);
  • Fanpage: Quiet Altitude Coffee – Cà Phê Đặc Sản Việt Nam Chất Lượng Cao (direct message);
  • Hotline/Zalo: 0964858058, 9:00–17:00, Monday–Friday.

For matters initially communicated by telephone, PIXTA VIETNAM may request confirmation by email, Zalo or another written method to ensure sufficient information is available for processing.

The time of receipt is determined based on when the information is recorded by the relevant PIXTA VIETNAM communication system.

10.2. Information to Be Provided

To support verification and handling, Customers should provide, where relevant:

a) Order number;

b) name and contact details;

c) details of the feedback, request or complaint;

d) relevant Product or transaction;

e) the remedy requested by the Customer; and

f) photographs, video, invoices, receipts, delivery information or other relevant documents, where available.

The absence of photographs or video does not automatically deprive the Customer of the right to submit feedback, complaints or requests where the matter can be verified through other evidence.

PIXTA VIETNAM may request additional reasonable information necessary to verify the matter.

10.3. Handling Procedure

The standard procedure consists of the following steps:

Step 1 – Receipt

PIXTA VIETNAM records the information provided by the Customer and, where appropriate, assigns a case number or reference number for tracking.

Step 2 – Acknowledgement

PIXTA VIETNAM sends an acknowledgement by email, Zalo or another appropriate method.

Acknowledgement does not mean PIXTA VIETNAM has determined that the complaint is substantiated.

Step 3 – Verification

Depending on the nature of the matter, PIXTA VIETNAM may review:

• Order information;
  • payment information;
  • Product lot or roast-date information;
  • stock status;
  • delivery data and information from logistics providers;
  • photographs, video or documents supplied by the Customer; and
  • other information necessary to determine the cause.

Step 4 – Proposed and Implemented Resolution

Based on verification and these Terms and Conditions of Sale, PIXTA VIETNAM may propose or implement one or more appropriate measures, including:

a) providing information or explanations;

b) delivering missing Products;

c) exchanging Products;

d) receiving returned Products;

e) refunding part or all of the amount paid;

f) assisting in communication with a logistics provider or other service provider; or

g) another remedy agreed between the parties or required by law.

Step 5 – Notification of Outcome

PIXTA VIETNAM notifies the Customer of the result and proposed resolution.

Where the Customer disagrees with the outcome, the Customer may request further review by PIXTA VIETNAM or exercise dispute-resolution rights under Section 10.6.

10.4. Processing Timeframes

PIXTA VIETNAM endeavours to handle feedback, requests and complaints within the following estimated timeframes:

These periods are estimated service timeframes and do not extend any mandatory period prescribed by law.

10.5. Consumer Requests for Negotiation

Where a Customer is a consumer and requests resolution of a dispute through negotiation, PIXTA VIETNAM shall receive and conduct negotiations in accordance with applicable consumer protection law.

PIXTA VIETNAM will commence negotiations with the consumer within seven (07) Business Days from receipt of the negotiation request, unless otherwise provided by law.

Where PIXTA VIETNAM refuses a request for negotiation, it will provide a written response stating the reason within the statutory period.

Negotiations may be conducted in person or through another communication method agreed by the parties.

10.6. Dispute Resolution

PIXTA VIETNAM and the Customer shall first seek to resolve disputes through good-faith communication and negotiation.

Where a dispute cannot be resolved through negotiation, the Customer may, as applicable and in accordance with law:

a) request assistance in negotiation from the competent consumer protection authority or a social organisation participating in consumer protection;

b) submit feedback, requests or complaints relating to e-commerce activities through the E-commerce Activity Management System at online.gov.vn, within the scope accepted by the system;

c) request mediation in accordance with law;

d) submit the dispute to arbitration where a valid arbitration agreement exists and arbitration is legally applicable; or

e) commence proceedings before a competent court in accordance with law.

Nothing in this Section limits the Customer’s right to use other lawful consumer protection mechanisms.

10.7. Supporting Tools and Case Records

During processing, PIXTA VIETNAM may use:

a) case numbers or reference information for tracking;

b) email, Zalo or other appropriate channels for status updates;

c) photographs, video, transaction information or other documents for verification; and

d) internal systems for retaining handling history in accordance with the personal data protection requirements in Section 3.

Decisions directly affecting Customers’ rights to exchange, return, receive refunds or complain will not be made solely on the basis of automated processing where doing so would be inconsistent with applicable law.

PIXTA VIETNAM currently provides support in Vietnamese and English.

11. Ordering Instructions

Customers are not required to create an account to place an Order.

Customers may also purchase Products at Quiet Altitude’s Shopee store under Section 1.1.

For Orders of one (01) Pack or more, Customers may place an Order directly through the Website as described below.

11.1. Purchase on Shopee

Customers may visit Quiet Altitude’s Shopee store at https://shopee.vn/quietaltitude.

Product selection, ordering, payment, delivery, returns, refunds and other matters relating to transactions completed through Shopee are governed by:

a) the applicable Shopee terms and policies;

b) Quiet Altitude policies published on its Shopee store, if any; and

c) applicable law.

Such transactions do not fall within the Website ordering process under Section 11.2.

11.2. Orders on the Website

The direct Website ordering process consists of the following steps:

Step 1 – Taste Survey (Optional)

Customers may voluntarily complete a Taste Survey to receive Product recommendations based on characteristics such as Fragrance/Aroma, Acidity, Sweetness, Body, Aftertaste and Balance.

Completion of the survey is not required to place an Order.

Collection and use of information from the Taste Survey is governed by Section 3.

Step 2 – Select Products

Customers select Products based on growing region, Product characteristics or Taste Survey results.

The Product page provides applicable information including:

• Product name;
  • growing region;
  • processing method;
  • roast level;
  • roast date or information relating to roasting time;
  • weight;
  • selling price;
  • brewing recommendations;
  • stock or order availability; and
  • other information required by law.

Step 3 – Add Products to Cart

Customers add at least one (01) Pack to the same Order.

Packs from different growing regions may be combined unless otherwise stated for a particular Product or programme.

The Website displays the applicable Combo Discount based on the number of Packs in accordance with Section 5.

Step 4 – Review Shopping Cart

Before proceeding, Customers may:

a) change Product quantities;

b) remove Products;

c) enter voucher codes;

d) review Combo Discounts and other promotions; and

e) review the Order subtotal.

The Website automatically recalculates the Order where the Customer changes Products, quantities or promotions.

Step 5 – Provide Delivery Information

Customers provide or confirm information necessary to fulfil the Order, including:

• recipient’s full name;
  • phone number;
  • email;
  • delivery address;
  • hotel or accommodation information, where applicable;
  • invoice information, where requested;
  • delivery notes, where applicable; and
  • available delivery method.

Customers are responsible for checking the accuracy of this information before proceeding.

Step 6 – Review and Confirm Order Information

Before clicking “Place Order”, the Website displays at least:

a) Products, quantities and specifications;

b) subtotal;

c) Combo Discount;

d) vouchers or other promotions;

e) shipping fee;

f) taxes or other costs not already included in the Product price;

g) the Total Amount Payable;

h) payment method;

i) recipient information and delivery address; and

j) delivery method.

Customers may return and edit the information before placing the Order.

Before proceeding, Customers tick the checkbox confirming that they have read and agreed to these Terms and Conditions of Sale and the policies incorporated into the Order.

Step 7 – Submit Purchase Request

After the Customer clicks “Place Order”, the Website records the purchase request and provides:

• Order number;
  • payment information;
  • QR code or bank transfer instructions, where applicable; and
  • an email or notification titled “Payment Instructions”.

Recording the request or sending Payment Instructions does not constitute PIXTA VIETNAM’s Order Confirmation.

Step 8 – Payment and Order Confirmation

The Customer makes payment in accordance with Section 7.

After PIXTA VIETNAM receives full payment, completes reconciliation and verifies the necessary Order conditions, PIXTA VIETNAM sends an Order Confirmation in accordance with Section 7.2.

Following Order Confirmation, the Order proceeds to processing and handover to the logistics provider under Sections 6 and 8.

11.3. Modification or Cancellation After Ordering

The ability to modify or cancel an Order depends on its status:

Customers should submit modification or cancellation requests as soon as possible through the contact channels in Section 10.

PIXTA VIETNAM will endeavour to assist but cannot guarantee that a request can be implemented once the Order has entered an irreversible processing or shipping stage.

Changes to an Order will not alter prices, promotions, fees or transaction conditions without notice and Customer consent where legally required.

12. Acceptance and Refusal of Orders

Submission of an Order request and payment by the Customer do not automatically constitute acceptance by PIXTA VIETNAM.

The sale contract for an Order is formed when PIXTA VIETNAM sends an Order Confirmation to the email address provided by the Customer after receiving full payment and completing the necessary Order checks.

This process applies together with Section 7 on payment and Section 11 on ordering.

12.1. Offer and Acceptance

Information concerning Products, prices, availability and other matters published on the Website is provided to enable Customers to consider and submit purchase requests through the ordering process.

When the Customer clicks “Place Order”, the Customer submits to PIXTA VIETNAM an offer to purchase the Products in accordance with the information displayed at the Order review stage.

The Website’s:

a) display of an Order number;

b) provision of a QR code or payment information;

c) sending of a “Payment Instructions” email or notification; or

d) PIXTA VIETNAM’s receipt of funds from the Customer

only confirms that the purchase request and/or payment has been recorded and does not automatically constitute acceptance of the Order.

PIXTA VIETNAM accepts the purchase offer by sending the Order Confirmation under Section 12.2.

12.2. Order Confirmation and Time of Contract Formation

After:

a) PIXTA VIETNAM receives the full Total Amount Payable;

b) payment reconciliation is completed;

c) Product availability is confirmed;

d) delivery information and the ability to fulfil the Order are confirmed; and

e) the Order is determined not to fall within a refusal circumstance under Section 12.3,

PIXTA VIETNAM sends the Order Confirmation to the Customer’s email.

PIXTA VIETNAM expects to perform reconciliation and send the Order Confirmation within the timeframe under Section 7.2.

The Order Confirmation will include at least the applicable information below:

• Order number;
  • Products and quantities;
  • Order value;
  • amount received by PIXTA VIETNAM;
  • recipient and delivery address;
  • delivery method; and
  • estimated time for handover to the logistics provider or other relevant information.

The sale contract is formed when the Order Confirmation is delivered to the information system designated by the Customer for receiving email, unless otherwise provided by law.

From that time, the rights and obligations of PIXTA VIETNAM and the Customer are governed by the confirmed Order, these Terms and Conditions of Sale and applicable law.

12.3. Circumstances Where an Order May Not Be Accepted

Before issuing the Order Confirmation, PIXTA VIETNAM may refuse all or part of a purchase request in the following circumstances:

PIXTA VIETNAM will not refuse an Order arbitrarily or on unlawfully discriminatory grounds.

Where PIXTA VIETNAM has received payment but does not accept the Order, the corresponding amount will be refunded under Section 7.5 unless otherwise required by law.

12.4. Partial Acceptance of an Order

Where only some Products in a purchase request can be supplied, PIXTA VIETNAM will not automatically modify the Order and will instead notify the Customer and propose one or more of the following:

a) fulfilment of the Order for Products that remain available;

b) replacement of unavailable Products with Products of equivalent value or characteristics, subject to Customer approval;

c) waiting for replenishment where a suitable estimated restocking time exists; or

d) cancellation of the entire purchase request.

Partial fulfilment will only proceed after the Customer agrees to the revised Order.

Prices, Combo Discounts, vouchers, shipping fees and the Total Amount Payable will be recalculated based on the revised Order under Sections 4 and 5.

If no Pack remains in the adjusted Order, the Customer may:

• add or substitute Products to continue satisfying the minimum quantity requirement; or
  • cancel the entire purchase request and receive a refund of amounts already paid.

PIXTA VIETNAM will not require the Customer to accept a substitute Product without the Customer’s consent.

12.5. Notice of Non-Acceptance

Where PIXTA VIETNAM decides not to accept all or part of a purchase request, it will notify the Customer by email or another appropriate communication method within a reasonable time after determining the relevant basis.

The notice will state:

a) the Order or portion affected;

b) the reason for non-acceptance;

c) the proposed handling method, where applicable; and

d) refund information where PIXTA VIETNAM has already received payment.

Any refund will be processed under Section 7.5.

12.6. Customer Rights Before Order Confirmation

Before PIXTA VIETNAM sends the Order Confirmation:

a) where the Customer has not paid, the Customer may choose not to proceed and the Order will be handled under Section 7.1;

b) where the Customer has paid but the Order has not been confirmed, the Customer may request cancellation under Section 11.3 and receive a refund under Section 7.5; and

c) the Customer may request changes to the Order under Section 11.3.

12.7. Cancellation or Termination After Order Confirmation

After PIXTA VIETNAM sends the Order Confirmation, the sale contract has been formed and PIXTA VIETNAM will not unilaterally cancel the Order except where:

a) the Customer requests cancellation and PIXTA VIETNAM accepts the request under Section 11.3;

b) both parties agree to cancel or modify the Order;

c) an event occurs that makes continued fulfilment impossible under Section 6.6;

d) a Product is discovered not to satisfy quality or safety requirements and continued supply may adversely affect the Customer;

e) continued performance would violate law or PIXTA VIETNAM is required to stop under a lawful decision or request of a competent authority;

f) the Customer engaged in serious fraud or provided materially false information that PIXTA VIETNAM only discovers after Order Confirmation and that conduct directly affects PIXTA VIETNAM’s ability to lawfully perform the transaction; or

g) another circumstance exists in which applicable law permits termination, cancellation or non-performance of the contract.

Where an Order is cancelled or cannot continue for reasons not attributable to the Customer, PIXTA VIETNAM will refund the amount corresponding to the unfulfilled portion under Section 7.5.

Cancellation or termination after Order Confirmation does not affect rights and obligations accrued before cancellation or Customer rights that remain effective under applicable law.

13. Payment Instructions

After submitting an Order request under Section 11, the Customer may pay by:

a) scanning the QR code provided by the Website; or

b) manually transferring funds to PIXTA VIETNAM’s bank account specified in Section 7.

Payment must be completed within the period under Section 7.1.

Email is PIXTA VIETNAM’s primary channel for important payment and Order Confirmation notifications. Zalo or other channels may be used as supplementary channels where necessary.

13.1. Payment by QR Code

Customers should:

1. open a banking or payment application that supports QR scanning;
2. scan the QR code displayed after clicking “Place Order” or provided in the Payment Instructions;
3. check at least the following before confirming the transaction:

• account holder: PIXTA VIETNAM COMPANY LIMITED;
  • transfer amount;
  • transfer description or Order number; and
• confirm the transaction through the banking application and retain the receipt or transaction information for reconciliation if necessary.

Where the QR code pre-populates the transfer amount and description, Customers should not alter those details unless otherwise instructed by PIXTA VIETNAM.

13.2. Manual Bank Transfer

Customers should:

1. open the bank transfer function of their banking application or service;
2. correctly enter PIXTA VIETNAM’s account information specified in Section 7;
3. verify the displayed account holder name before confirming the transaction;
4. enter an amount equal to the Total Amount Payable;
5. enter the Order number in the transfer description in accordance with the Payment Instructions; and
6. confirm the transaction and retain the receipt or transaction information for future reconciliation if necessary.

Customers should not proceed with payment where the displayed recipient information does not correspond to PIXTA VIETNAM’s account information published in Section 7.

13.3. Reconciliation and Payment Result Notifications

Email is the primary communication channel; Zalo may be used as a supplementary channel.

A successful transaction notification from the Customer’s bank does not automatically mean that PIXTA VIETNAM has received the funds or that the Order has been confirmed.

The time of payment is determined in accordance with Section 7.1.

13.4. Reconciliation of Unidentified Transactions

Where the Customer has transferred funds but has not received an Order Confirmation within the expected period under Section 7.2, the Customer may contact PIXTA VIETNAM through the channels in Section 10 and provide:

a) Order number;

b) transfer date and time;

c) amount;

d) remitting bank; and

e) receipt or transaction information, where available.

PIXTA VIETNAM will use this information to compare against bank records and identify the corresponding transaction.

Customers do not need to and should not provide passwords, PINs, OTPs or other banking authentication information.

13.5. Payment Security

Customers should follow the security guidance in Section 7.4.

When providing a receipt or screenshot for reconciliation, Customers should obscure or remove information not necessary for verification, including:

• account balance;
  • unrelated transaction history;
  • full account number where unnecessary;
  • personal QR codes;
  • authentication information; or
  • other financial data unrelated to the Order.

PIXTA VIETNAM uses transaction information provided by Customers only for reconciliation, payment processing and related purposes under Section 3.

14. Order Cancellation, Exchange, Return and Refund Procedure

Customers may submit requests to cancel an Order, exchange a Product, return a Product or obtain a refund through the channels specified in Section 10.1.

PIXTA VIETNAM acknowledges and handles requests in accordance with this Section and Sections 9 and 10.

14.1. Information to Be Provided

To allow PIXTA VIETNAM to verify and process the request, Customers should provide, as applicable:

a) Order number;

b) type of request: cancellation, exchange, return or refund;

c) relevant Product and quantity;

d) description of the issue or reason for the request;

e) the remedy requested by the Customer; and

f) photographs, video, receipts, delivery information or other relevant documents, where available.

The absence of photographs or video does not automatically deprive the Customer of the right to make a request where the matter can be verified through other evidence.

Customers generally do not need to provide their refund bank account details again because PIXTA VIETNAM prioritises refunds to the account originally used to pay for the Order under Section 7.5.1.

Where a refund to the original account is objectively impossible, PIXTA VIETNAM may request alternative account information and carry out the verification required under Section 7.5.1.

14.2. Order Cancellation

Order cancellation is handled based on Order status as follows:

PIXTA VIETNAM will endeavour to handle cancellation requests before the Order reaches an irreversible stage.

Submission of a cancellation request does not automatically mean that the Order has been cancelled. PIXTA VIETNAM will notify the Customer of the result by email or another appropriate communication method.

14.3. Product Exchange or Return

The standard exchange or return procedure consists of:

Step 1 – Submit Request

The Customer submits a request through one of the channels in Section 10.1 and provides the information required under Section 14.1.

The request must be submitted within the applicable timeframe under Section 9, where relevant.

Step 2 – Receipt and Verification

PIXTA VIETNAM acknowledges the request and checks relevant information, which may include:

• Order details;
  • Product condition;
  • Product lot or roast-date information;
  • delivery information;
  • photographs, video or documents supplied by the Customer; and
  • information from the logistics provider or another relevant party.

Processing periods are governed by Section 10.4.

Step 3 – Notification of Proposed Resolution

Following verification, PIXTA VIETNAM notifies the Customer of an appropriate solution, which may include:

a) delivery of a missing Product;

b) Product exchange;

c) Product return and refund;

d) refund without requiring Product return where return is unnecessary;

e) rejection of the request with reasons; or

f) another solution agreed by the parties.

Step 4 – Return or Collection of Product, Where Necessary

Where PIXTA VIETNAM is responsible for the Product under Section 9.1, PIXTA VIETNAM will provide return or collection instructions and bear the costs under Section 9.5.

Where the Customer returns the Product because of a change of mind under Section 9.2, the Customer shall return the Product in accordance with PIXTA VIETNAM’s instructions and bear the applicable return shipping costs.

Customers should not send Products to PIXTA VIETNAM’s address unless the return address has first been provided or confirmed by PIXTA VIETNAM.

Step 5 – Inspection of Returned Product

Where the Product must be returned, PIXTA VIETNAM will inspect it within a reasonable period after receipt to determine:

a) the Product condition;

b) whether the return conditions are satisfied; and

c) the appropriate next step.

For change-of-mind returns, a refund will only be processed after PIXTA VIETNAM completes the inspection under Section 9.7.

Step 6 – Implementation

Depending on the outcome:

• exchanged or supplementary Products will be shipped under Section 8;
  • refunds will be processed under Section 7.5; or
  • another agreed remedy will be implemented.

14.4. Refunds

Refund circumstances, methods, timeframes, costs and notifications are governed by Section 7.5.

For returned Products, the refund amount is determined under Section 9.6.

For change-of-mind returns under Section 9.2, the refund processing start date is determined under Section 9.7.

After initiating the refund, PIXTA VIETNAM sends the Customer a notification in accordance with Section 7.5.4.

14.5. Tracking and Further Review

PIXTA VIETNAM may provide a case number or reference information allowing the Customer to track progress.

If the Customer disagrees with the outcome, the Customer may:

a) provide additional information or documents and request further review by PIXTA VIETNAM;

b) request negotiation under Section 10.5; or

c) use the dispute-resolution mechanisms under Section 10.6.

Closure of a request in PIXTA VIETNAM’s internal system does not affect any rights available to the Customer under applicable law.