Privacy Policy& Terms of Service

Who we are

This Privacy Policy applies to the mobile applications PiCare (for residents) and PiCare MS(for building management staff), related admin tools, and supporting backend services (together, the “Services”). The Services are operated by PiGroup (“we”, “us”, or “our”).

PiCare is a property and community operations platform. Depending on your role, you may use the Services to manage apartment information, receive notices, submit requests, register guests or vehicles, pay service fees, track work orders, or perform building operations tasks assigned by your project.

Scope

This policy covers personal data we process when you:

• Create or use a PiCare or PiCare MS account
• Are registered by a building operator as a resident, owner, tenant, or staff member
• Submit forms, feedback, bookings, registrations, or support requests
• Receive notifications, invoices, or operational updates through the Services

Information we collect

Depending on your role and the modules enabled for your project, we may collect:

• Identity & contact: full name, phone number, email address, date of birth, nationality, gender, and profile preferences
• Government ID & verification: national ID / passport number (CCCD/CMND/Passport) and related ID images when required for resident verification or building procedures
• Property & residency: project, building, unit/apartment code, resident role (owner/tenant/family member), rental periods, and related household relationships
• Account & authentication: login credentials or auth tokens, device/session data, and optional biometrics settings (for example Face ID enabled status on device)
• Service activity: feedback tickets, guest registrations, moving requests, utility bookings, construction registrations, parking/cards, notices, and operational task history
• Payments & billing: fee notices, invoices, payment status, method metadata, and bank transfer details you provide for settlements (we do not store full payment-card PAN data on our application servers when payments are processed by payment partners)
• Media you upload: photos, documents, signatures, or attachments needed for requests, handover, warranty, or identity checks
• Device & notifications: device type/OS, app version, push notification tokens, crash/performance diagnostics, and basic usage logs needed to operate and secure the Services

How we use information

We use personal data to:

• Create and authenticate accounts; authorize access by project and role
• Deliver resident and operations features (notices, requests, bookings, registrations, tasks)
• Process service fees, deposits, refunds, and payment status updates
• Communicate with you via in-app notifications, push, SMS, or email where enabled
• Support building operators and authorized staff performing management duties
• Maintain security, prevent fraud/abuse, debug issues, and improve reliability
• Comply with legal, accounting, audit, and regulatory obligations

How we share information

We may share personal data only as needed to run the Services:

• Project operators & authorized staff: building management, admin staff, and other roles with permission on your project may access resident/service data required for operations
• Service providers: cloud hosting, authentication, storage, push delivery, email/SMS, search indexing, and payment processors acting on our instructions
• Legal & safety: when required by law, court order, or to protect rights, safety, and security of users, projects, or the public
• Business transfers: in connection with a merger, acquisition, or reorganization, subject to continued protection of personal data

Staff and service providers are expected to process data only for permitted purposes and under access controls appropriate to their role.

Security

We implement technical and organizational measures designed to protect personal data, including encrypted transport (HTTPS/TLS), authenticated APIs, role-based access control, server-side permission checks, and restricted handling of sensitive fields (such as phone, email, ID numbers, ID images, and addresses). No method of transmission or storage is 100% secure; we work to reduce risk and respond to incidents appropriately.

Your rights & choices

Subject to applicable law and project operational needs, you may request to:

• Access the personal data we hold about you
• Correct inaccurate or incomplete data
• Delete your account and associated personal data (see Data Collection & Usage)
• Withdraw consent where processing is based on consent (for example optional marketing messages)
• Object to or restrict certain processing where the law provides that right

You can update some profile information in-app. For other requests, contact privacy@picare.com.vn. We may need to verify your identity and project association before fulfilling a request.

Acceptance of terms

By downloading, installing, accessing, or using PiCare or PiCare MS, you agree to these Terms of Service and this Privacy Policy. If you do not agree, do not use the Services. If you use the Services on behalf of a building operator or company, you represent that you are authorized to accept these terms for that organization.

Accounts & eligibility

• You must provide accurate registration information and keep it up to date
• You are responsible for activity under your account and for safeguarding login credentials
• Access may depend on invitation, verification, or assignment by a project operator
• We may suspend or terminate accounts that violate these terms or create security risk

Acceptable use

You agree to use the Services only for lawful purposes related to residential community operations. You must not:

• Violate applicable laws or third-party rights
• Attempt unauthorized access to systems, data, or other users' accounts
• Upload malware, scrape without permission, or disrupt service integrity
• Submit false identity, property, payment, or registration information
• Use the Services to harass others or misuse notifications/communications features
• Reverse engineer or resell the Services except as allowed by law

Project operators & content

Building operators and authorized staff may configure modules, publish notices, process requests, and manage resident records for their projects. Content and decisions made by a project operator remain the responsibility of that operator. PiGroup provides the software platform and related technical services.

Fees & payments

Some features involve service fees, deposits, or other amounts charged by your building/project. Payment amounts, due dates, and refunds are determined by the relevant operator or fee schedule. Payment processing may be handled by third-party payment providers. You are responsible for ensuring payment details you submit are accurate.

Intellectual property

The Services, including software, design, trademarks, and original content, are owned by PiGroup or its licensors and are protected by intellectual property laws. You receive a limited, non-exclusive, non-transferable license to use the apps for their intended purpose. You retain rights to content you submit, and grant us a license to host and process that content to operate the Services.

Service availability & disclaimers

We aim to keep the Services available and secure, but we do not guarantee uninterrupted or error-free operation. Features may change as modules are enabled per project. To the maximum extent permitted by law, the Services are provided on an “as is” and “as available” basis.

Limitation of liability

To the maximum extent permitted by applicable law, PiGroup is not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, data, or business opportunities arising from use of the Services. Nothing in these terms limits liability that cannot be limited under applicable law.

Termination

You may stop using the Services at any time and may request account deletion as described below. We may suspend or end access if you breach these terms, if required by law, or if a project relationship ends. Provisions that by nature should survive (including IP, disclaimers, and liability limits) will survive termination.

Governing law

These terms are governed by the laws of Vietnam, without regard to conflict-of-law principles. Courts in Ho Chi Minh City, Vietnam shall have jurisdiction over disputes, unless mandatory consumer protections in your place of residence require otherwise.

Data categories at a glance

Legal bases (where applicable)

We process personal data when one or more of the following applies:

• Contract / service delivery: to provide account access and requested features
• Legitimate interests: security, fraud prevention, product reliability, and operations support, balanced against your rights
• Legal obligation: tax, accounting, dispute, or regulatory requirements
• Consent: for optional processing where consent is required (you may withdraw consent later without affecting prior lawful processing)

Data retention

We retain personal data only as long as needed for the purposes described in this policy, including:

• Active accounts: while your account remains active and linked to a project
• Operational records: request history, fee notices, registrations, and task logs for the period needed by the project for service continuity and audit
• Legal / financial records: longer retention when required for accounting, disputes, or law
• Security logs: limited periods for investigation and abuse prevention

When data is no longer required, we delete it or anonymize it so it can no longer reasonably identify you, unless retention is legally required.

Account & data deletion

If you want to delete your PiCare / PiCare MS account and associated personal data, email privacy@picare.com.vn from the contact method linked to your account (or include your registered phone/email, full name, and project/unit).

• We aim to acknowledge deletion requests within 7 business days
• We aim to complete deletion or anonymization within 30 days, unless a longer period is required by law or an active dispute/investigation
• We will delete account credentials and personal profile data under our control, and remove or anonymize related personal records where feasible
• Some records may be retained in limited form when necessary for legal compliance, fee reconciliation, security, fraud prevention, or legitimate project archives (for example completed invoices or safety logs). Where retained, we restrict access and stop active use for ordinary product features
• Data controlled solely by a building operator outside our systems may need to be requested directly from that operator

International processing

Our infrastructure may use cloud services that process data in Vietnam and/or other countries where our providers operate (including services from Google Cloud / Firebase). When data is processed outside your country, we take steps designed to provide appropriate protection consistent with this policy and applicable law.

We use trusted processors to host and operate the Services. These providers process data on our behalf and are not intended to use your personal data for their own independent marketing. Their processing is governed by their terms/privacy policies and our configuration of their services.

• Google Firebase / Google Cloud: authentication, database, file storage, cloud functions, and related backend infrastructure
• Push notification services (including Firebase Cloud Messaging / Apple Push Notification service as applicable): device tokens and delivery metadata to send operational alerts
• Email / messaging providers: transactional messages such as notices, OTP, or support communications when enabled
• Search / indexing services: operational search features for staff tools (for example full-text search of operational records)
• Payment partners: banks or payment gateways used to process fee payments and return payment status; card/bank credentials are handled by the payment partner according to their security standards
• App platforms: Apple App Store and Google Play may process developer/account and crash/analytics information under their own policies when you download or use the apps

Analytics, diagnostics & advertising

We may use diagnostics and limited analytics to understand app stability, crashes, and feature performance. These tools may collect device, app version, and usage events. We do not operate third-party behavioral advertising networks inside PiCare or PiCare MS.

If a specific project enables optional integrations (for example chat or external portals), those integrations are disclosed in-product where practical and are subject to their own terms.

Links to other services

The Services may contain links to external websites or partner pages. We are not responsible for the privacy practices of destinations we do not control. Review their policies before providing personal data.

Where family members are registered on a unit by an adult resident or operator, that registration is managed under the adult account holder's / operator's responsibility and applicable building procedures.

We may update this Privacy Policy and Terms of Service to reflect product, legal, or operational changes. When we do, we will post the updated text on this page and revise the “Last updated” date above.

If changes are material, we may provide additional notice in the apps or by other reasonable means. Your continued use of the Services after an update becomes effective constitutes acceptance of the revised terms, except where applicable law requires express consent.