Terms of Service
Last updated: 26 July 2026
These Terms set out the conditions and procedures for using the online claw machine service provided by LUXURY CRANE (the 'Company').
Article 0 (Business information)
· Company: CÔNG TY TNHH LUXURY CRANE · Business registration no. (MST): 0319602866 · Legal representative: NGUYỄN THỊ TUYẾT TRANG · Registered address: 22 Bùi Viện, Phường Bến Thành, Ho Chi Minh City, Vietnam · Phone: +84 38 484 3767 · Email: luxurycrane.marketing@gmail.com
Article 1 (Purpose)
These Terms set out the rights, obligations and responsibilities of the Company and users in relation to the service the Company provides.
Article 2 (Nature and scope of the service)
The Company provides an online claw machine in its app, issues QR codes, and hands over physical products at offline stores. This is an e-commerce service for buying and receiving physical goods; the 3D crane is a presentation of how the product is obtained. The Company never provides cash or cash-equivalent rewards, does not exchange points or products for cash, and awards physical goods only.
Article 3 (Eligibility)
This service is available only to users aged 18 or older. Users must confirm at sign-up that they are 18 or older; if that confirmation proves false, the Company may terminate the service agreement.
Article 4 (Points and payment)
Users may top up points via ZaloPay, MoMo, VietQR, bank transfer, or another method designated by the Company. · Points are an in-service means of buying and exchanging physical products, and cannot be converted to cash. · The amount paid and points granted follow what is shown on the payment screen. · Payment is made through the methods the Company provides rather than in-app purchase (IAP), because what is awarded is a physical product. · Refunds follow Article 9 and the Company's Refund Policy.
Article 5 (Disclosure of odds)
The Company permanently displays the per-play win rate and the per-product distribution share on each room's detail screen. The Company also operates a gauge system as a user protection measure: after a set number of unsuccessful plays in the same room, the next play is guaranteed to award a product. The threshold and your current progress are shown in the app. Any change to odds or gauge thresholds is reflected and disclosed in the app.
Article 6 (Prizes and QR pickup)
A QR code is issued for each product you win, and you present it at a store to receive the physical item. · The QR code is single-use and valid for 14 days from issuance (the expiry is shown in the app). · An expired QR code cannot be used, and the corresponding product is marked expired and can no longer be collected. · Depending on stock, the Company may substitute a product of equivalent value, with prior notice. · Identity verification may be requested at pickup.
Article 7 (User obligations)
Users must not: · Use fraudulent means or software to interfere with play outcomes or payments · Impersonate or misuse another person's account, payment method or QR code · Trade products or points for the purpose of converting them to cash · Disrupt the operation of the service or harm other users The Company may restrict use or terminate the service agreement in case of a breach.
Article 8 (Account deletion and termination)
You may terminate the service agreement at any time at [My Page > Settings > Delete account]. If you do not have the app installed, you can request deletion through the account deletion page on our website. On deletion, the following take effect immediately and cannot be undone: · Account identifiers (email, nickname and the like) are erased and login credentials revoked · Your entire point balance is forfeited — it is not refunded · Unclaimed prizes expire — they can no longer be picked up in store Please use any remaining points and collect any outstanding prizes before deleting your account. Payment and pickup records are anonymised and retained as required by law. The Company may terminate the agreement, after prior notice, if a user breaches Article 7.
Article 9 (Refunds)
Refunds of topped-up points follow applicable law and the Company's Refund Policy. · A full refund is given where the fault lies with the Company, such as a payment error or duplicate charge. · For unused points, you may request a refund under the criteria in the Refund Policy. · As a rule, points already spent on plays and products already collected are not refundable. Please see the Refund Policy page for detailed criteria and procedures.
Article 10 (Changes and suspension of the service)
The Company may change the service, room line-up, product line-up and point policy. Changes that disadvantage users will be announced through the app or website before they take effect. The Company may suspend all or part of the service for unavoidable reasons such as system maintenance, equipment failure or force majeure.
Article 11 (Limitation of liability)
The Company is not liable for service interruptions caused by force majeure, such as natural disasters or network failures. The Company remains liable under applicable law for damage caused by its intent or gross negligence.
Article 12 (Disputes and governing law)
Please send questions or complaints about the service to luxurycrane.marketing@gmail.com and we will handle them in good faith. These Terms are governed by and construed under the laws of Vietnam. If a dispute proceeds to litigation, jurisdiction follows applicable law.
Article 13 (Changes to these Terms)
The Company may amend these Terms to the extent permitted by law. Amendments, along with their effective date, will be announced in advance through the app or website; changes that disadvantage users will be announced a reasonable time before they take effect.