ICI Care User Agreement

This User Agreement (Agreement) governs your access to and use of the ICI Care mobile application (App). The App is provided by Indochina Insurance Company Limited, 5th Floor, Kolao Tower II, 23 Singha Road, Vientiane, Lao PDR (ICI, we, us or our). By creating an account, accessing the App or using any App service, you agree to this Agreement. If you do not agree, do not use the App.

This Agreement applies to the App only. Any insurance policy, certificate, quotation, product wording, endorsement or other insurance document may contain additional terms. If there is a conflict, the applicable insurance document controls for the relevant insurance product, to the extent permitted by applicable law.

1. Eligibility and Acceptance

You may use the App only if you have legal capacity to enter into this Agreement. If you use the App on behalf of another person or organisation, you confirm that you are authorised to do so.

You are responsible for ensuring that your use of the App complies with applicable laws and the terms of any insurance product you purchase or renew through the App.

2. Account Registration and Security

Certain App services require an account. You must provide accurate, current and complete information and promptly update it when it changes.

You are responsible for safeguarding your phone, one-time password (OTP), login credentials and access to the App. Do not share OTPs or permit another person to use your account. You must notify ICI promptly if you suspect unauthorised use.

ICI may verify account information and may suspend or restrict an account where we reasonably consider this necessary for security, fraud prevention, legal compliance or service integrity.

3. Information, Vehicles and Supporting Documents

You must ensure that information submitted through the App is true, complete and not misleading. This includes personal details, contact details, vehicle registration details, vehicle make and model, chassis or engine details, insurance information, claim information and any supporting document or photograph.

You are responsible for obtaining any consent needed to provide information about another person, vehicle or asset. ICI may rely on information you submit, subject to its verification and underwriting processes.

Submitting inaccurate, incomplete or fraudulent information may affect eligibility, pricing, claim handling, policy issuance or continuation of App access, subject to applicable law and the relevant insurance terms.

4. Quotations, Approval and Insurance Purchase

The App may provide an indicative price, product information or a quotation. A quotation is not a guarantee that insurance will be issued, renewed or available at the displayed price.

Some insurance products require ICI's review and approval before payment is enabled. For these products, the App creates a quotation with a pending approval status. You cannot pay until ICI approves the quotation and the App confirms that payment is available.

ICI may approve, reject, request additional information for, amend or withdraw a quotation in accordance with underwriting requirements, product rules and applicable law. Rejection or expiry of a quotation does not create an obligation for ICI to issue insurance.

A quotation may expire or be replaced. You must review the final quotation details before payment.

5. Payment

Payment is permitted only when the App indicates that the relevant quotation or order is payable. You must use a supported payment method and provide accurate payment information where required.

The App may make QR, bank or other supported payment-provider options available. The final amount payable is the amount confirmed by ICI's systems at the time payment is initiated. A bank or payment-provider confirmation does not by itself guarantee policy issuance; payment remains subject to successful reconciliation, underwriting requirements and the applicable insurance documents.

You are responsible for checking payment details before confirming payment. If you believe a payment was duplicated, failed, incorrect or unauthorised, contact ICI promptly and provide the available payment reference.

6. Policy Issuance and Renewal

Insurance cover starts only when ICI issues the relevant policy or certificate and the applicable insurance documents state that cover has commenced. The App may show policy information after issuance for your convenience.

Renewal availability, terms, price, coverage and approval are determined by ICI and the applicable insurance product. A prior policy does not guarantee renewal on the same terms or at the same price.

7. Cancellation and Refunds

Cancellation, refund, premium adjustment and payment-reversal requests are considered in accordance with ICI's approved policies, the applicable insurance product wording, payment-provider rules and applicable law.

Where a quotation has not been paid, no refund is due. Where an application or quotation requiring approval is rejected before payment, no payment is collected through the App for that quotation.

To request a cancellation, refund or payment investigation, contact ICI using the contact details in Section 17 and provide your policy, quotation or payment reference. ICI will advise the applicable process and any required documents.

8. Claims and Emergency Assistance

The App may allow you to request assistance, submit claim-related information, share a location or communicate with ICI. You must provide accurate information and cooperate with reasonable requests related to a claim or assistance request.

App-based claim or assistance features are not a guarantee of coverage, claim acceptance, response time or payment. Claims are assessed under the applicable policy terms, facts and applicable law.

Where location access is enabled, the App may use your location to support an assistance or claim request. You can manage device permissions in your device settings, although disabling a permission may limit the relevant App feature.

9. Acceptable Use

You must not misuse the App, attempt unauthorised access, interfere with security or operation, upload malicious code, submit false information, impersonate another person, infringe another person's rights or use the App for an unlawful purpose.

You must not copy, modify, reverse engineer, distribute or commercially exploit any part of the App except where applicable law expressly permits it.

10. Third-Party Services and Links

The App may use third-party services, including QR or bank payment providers, Firebase Cloud Messaging, Google Maps or other mapping/location services, and links to third-party websites. Those services may have their own terms and privacy notices.

ICI is not responsible for third-party services that it does not control, except to the extent required by applicable law.

11. Privacy

ICI's collection, use and disclosure of personal information is described in the ICI Care Privacy Policy. By using the App, you acknowledge that you have read the Privacy Policy.

Where a feature asks for a device permission, such as location, camera or notifications, you may choose whether to grant that permission. Some features may not work without it.

12. Intellectual Property

The App, its content, branding, software, graphics and related intellectual-property rights are owned by or licensed to ICI. This Agreement grants you a limited, personal, revocable, non-transferable right to use the App for its intended purpose.

13. Availability, Disclaimers and Liability

ICI aims to keep the App available and accurate but does not guarantee uninterrupted, error-free or secure operation at all times. The App may be unavailable because of maintenance, network or device issues, third-party services or circumstances outside ICI's reasonable control.

To the fullest extent permitted by applicable law, ICI is not liable for indirect, incidental, special or consequential loss arising from use of, or inability to use, the App. Nothing in this Agreement excludes rights or liabilities that cannot lawfully be excluded.

14. Suspension and Termination

You may stop using the App at any time. ICI may suspend, limit or terminate App access where reasonably necessary for security, fraud prevention, legal compliance, breach of this Agreement, service protection or operational reasons.

Termination of App access does not automatically cancel an issued insurance policy. Insurance matters remain governed by the applicable policy and ICI's approved processes.

15. Changes to this Agreement

ICI may update this Agreement from time to time. The current version will be made available through the App or ICI's designated website. Where required, ICI will provide notice of material changes before they take effect. Continued use after the effective date means you accept the updated Agreement.

16. Governing Law and Disputes

This Agreement is governed by the laws of the Lao People's Democratic Republic, unless applicable law requires otherwise. Before starting formal proceedings, you should first contact ICI so that we can try to resolve the issue in good faith.

Nothing in this Agreement limits consumer protections or remedies available under applicable law.

17. Contact Us

For questions, complaints, account assistance, cancellation or refund requests, contact Indochina Insurance Company Limited: