When Thanh Hung, a sales employee based in Ho Chi Minh City, logged into Zalo to respond to customer inquiries, he was met with a prompt demanding acceptance of new terms of service. Eager to review the details thoroughly, he contemplated postponing his decision. However, a stark notification warning that his account would be deleted compelled him to act quickly. “I was in a rush, and I use this account a lot for work, so I clicked ‘Accept All’ to continue using it, even though I hadn’t read all the content,” he recounted.
In Hanoi, Thanh Tuan, a technology sector professional who has relied on Zalo for nearly a decade, experienced a similar mix of hesitation and concern. Having previously accepted terms upon registration, he was unsettled by the platform’s insistence on new terms. “It makes me wonder if there are any hidden clauses that are disadvantageous to users,” he remarked. After declining the new terms, he received a notification stating that his account would be deleted in 45 days unless he changed his decision. “I will try other messaging apps. If that doesn’t work out, I’ll find a way to accept,” he added.
New Terms Spark Discussion
With a user base exceeding 80 million, Zalo stands as Vietnam’s leading messaging platform. The recent update to its terms of service, initiated on December 26, includes a comprehensive Zalo user agreement comprising 16 articles and a separate Zalo social network user agreement with 21 articles. Users are presented with the option to either “agree to all” or selectively decline specific services.
The abrupt nature of the notification has ignited conversations across various Facebook groups. Thanh Van, an online shop owner, expressed her sentiments: “I don’t object to the terms, but the notification was quite sudden. The content is long and dense, and accompanied by a warning that the account will be locked; it feels like we are being forced.” Seeking advice, she shared a screenshot with friends, receiving mixed recommendations ranging from “agreeing just to get it over with” to considering a gradual transition to alternative messaging platforms.
Historically, Zalo has made adjustments quietly, such as incorporating personal data provisions following the implementation of Decree 13 on Personal Data Protection in 2024. However, this latest update diverges from past practices by directly notifying users of the need for acceptance to continue using the platform.
A cybersecurity expert suggested that this shift may be linked to the forthcoming Law on Protection of Personal Data, set to take effect on January 1. This law imposes significant penalties, including a maximum fine of ten times the income derived from the illegal buying or selling of personal data, and a 5% fine on organizations violating cross-border data sale regulations.
While a Zalo spokesperson refrained from commenting on the matter, the company’s support website characterized the update as a routine procedure for technology applications and platforms globally, aimed at ensuring legal compliance and providing users with clear information about changes in service provision. Zalo emphasized that the notification’s purpose is to “ensure transparency regarding activities within the system and protect user rights.” Users are also reminded of their responsibility to regularly review and check for amended content, with continued use after amendments interpreted as acceptance.
Key Changes in Zalo’s Terms
Among the significant alterations in Zalo’s new terms is the clear distinction between the messaging and calling platform and the Zalo Social Network, which was previously referred to collectively as the “Zalo ecosystem.” The introduction now specifies that the Zalo social network is provided by VNG Online for individuals and organizations to share information.
Additionally, the updated terms introduce a definition for “user content,” encompassing text, images, and audio uploaded by users. Notably, users grant VNG Online the right to use, edit, compile, publish, and create derivative works from any content they provide or share publicly.
The introduction of Zalo ID is another noteworthy change, defined as a “technology solution provided by the Zalo platform” designed to enhance security and manage logins. Upon user agreement and completion of Zalo ID integration, users will be required to utilize their Zalo ID account for service access.
Regarding data collection and processing, Zalo states that this is conducted “to serve other purposes related to Zalo’s business operations that we deem appropriate from time to time.”
