338 TRAVEL COMPANY LIMITED
POLICY FOR RECEIVING AND RESOLVING
FEEDBACK, REQUESTS, COMPLAINTS
Applicable to customers using the Company's services
1. Basis and Purpose of Application
- This policy stipulates the principles, procedures, time limits, and scope of responsibility when receiving, verifying, and resolving feedback, requests, complaints, and disputes arising between the Company and customers during the use of services provided by the Company.
- The policy is built on the current Vietnamese laws on e-commerce, consumer rights protection, personal data protection, civil and transportation; including Decree No. 248/2026/ND-CP dated 30/6/2026 detailing some provisions of the E-commerce Law.
- The goal of the policy is to ensure transparent, good-faith, and well-founded handling of feedback; while clearly defining the obligation of customers to provide information and evidence and the legal liability limits of the Company.
2. Scope of Complaints and Disputes Accepted
· Booking schedules, reserving seats, changing schedules, canceling schedules, refunds, schedule adjustments, or transactions arising through the Company's website, hotline, office, agents, application, or official channels.
· Quality of passenger transport services, schedules, pick-up/drop-off points, accompanying luggage, service attitude of personnel under the Company's management.
· Transportation, delivery, storage of luggage and goods, including loss, shortage, delay, mistake, damage, or related costs.
· Payment, reconciliation, invoices/documents, transaction codes, and financial content directly related to the services provided by the Company.
· Collection, use, storage, and security of personal information according to the privacy policy and current legal regulations.
· Other issues arising directly from the services provided by the Company and still verifiable.
The Company is not obligated to handle feedback under this policy for issues not arising from the Company's services, transactions with independent third parties, content without identifiable senders, unverifiable data, or signs of exploiting complaints to exert pressure, insult, threaten, or spread false information affecting the legal rights and interests of the Company, personnel, or related parties.
3. Principles of Resolution
· Prioritize negotiation, mediation, and good faith but do not admit responsibility until verification is complete.
· Handle based on actual data: schedule/receipt, transaction codes, camera, call center recordings, vehicle schedules, handover records, images, payment documents, personnel information, and related materials.
· The Company's responsibility only arises for actual, direct damages with valid evidence and causally related to faults within the Company's service scope.
· Customers are obliged to provide honest, complete, and timely information; preserve documents and cooperate in verification. Incorrect, incomplete declarations, invalid evidence, or changing statements after the incident are grounds for the Company to refuse or limit the handling options.
· The Company protects the legal rights of customers but reserves the right to refuse unfounded requests, requests beyond the scope of responsibility, requests for indirect damage compensation, or requests contrary to the published service regulations.
· Any support beyond legal responsibility, if any, is considered a goodwill customer care policy, not an admission of fault or obligation to compensate in other cases.
4. Forms of Complaint Reception
Customers can send complaints through one of the official channels announced by the Company at each time:
· The Company's customer care hotline/call center;
· The Company's official email;
· Written documents, working records, or direct feedback at the office/branch;
· Electronic forms, website, application, or other official contact channels announced by the Company.
When sending complaints, customers need to provide at least the following information:
· Full name, phone number, contact address/email;
· Schedule code, booking code, receipt code, transaction code, or transaction identification information if available;
· Specific complaint content, proposed request, and basis of the request;
· Time, place of the incident; schedule, vehicle license plate, sending/receiving point, or related information;
· Documents, images, videos, receipts, invoices, messages, or related evidence if available.
If the complaint information is incomplete, the Company has the right to request customers to supplement. The processing time is calculated from when the Company receives the minimum necessary information for verification.
5. Time of Feedback and Processing Time
For luggage, customers must check upon receipt and report immediately to staff when damage, shortage, mistake, or loss is detected when getting off the vehicle for the Company to record the status and verify. For other content, customers should contact immediately upon discovering the incident.
Content Group
Estimated Processing Time
Booking, schedule, service quality, payment
From 03 to 07 working days from receiving the necessary information for verification.
Luggage and goods shortage, mistake, damage, loss
Receive immediately when notified; estimated processing from 03 to 07 working days from receiving the necessary information.
Eligible refund requests due to service cancellation
Within 03 working days from the time the Company receives the cancellation information, according to the service change, cancellation, and refund policy.
Personal data requests
According to the legal time limit applicable to each right; related feedback, complaints are received according to this policy.
Complex cases requiring further verification
The Company notifies the reason, content needing verification, and the next estimated time; does not automatically consider the extension as a basis for exemption from responsibility.
The 03 to 07 working day periods mentioned above are estimated processing times, not the time limit for customers to submit complaints. Delayed feedback may affect verification ability; the Company still accepts, evaluates available evidence, and notifies the result, not automatically rejecting just because the customer has left the drop-off point or over 24 hours.
6. Complaint Resolution Process
1. Reception and Classification: The Company records the content, checks initial information, and classifies the case according to schedule, service, payment, personal data, or other groups.
The Company notifies the reception of feedback, requests, complaints within 03 working days from the date of receipt, even if customers need to supplement information for verification.
2. Request for Additional Information: If the dossier lacks sufficient grounds, the Company notifies the content needing supplementation. Customers are responsible for cooperating within a suitable time frame; if not supplemented, the Company may suspend or terminate processing due to lack of grounds.
3. Internal Verification and Data Comparison: The Company checks schedule booking data, schedule, receipt, payment documents, camera, call/message recordings, luggage and goods handover, personnel information, supporting partners, and other related documents if available.
4. Verification Result Feedback: The Company notifies the verification results, basis for determining responsibility, and handling plan suitable to service policy, internal regulations, agreements between parties, and legal regulations.
5. Implementation of Handling Plan: The Company implements the agreed plan or the plan within the Company's responsibility. If the customer disagrees with the plan, the parties continue to negotiate or exercise the right to complain/sue according to legal regulations.
6. File Storage and Conclusion: Complaint files are stored according to internal regulations and related laws. The processing concludes when the Company has officially responded, implemented the responsible plan, or the case no longer meets the conditions for further verification.
The usual processing time is from 03 to 07 working days from receiving the necessary information. For complex cases, the Company notifies the reason and next estimated time to the customer. Eligible refunds due to service cancellation are processed within 03 working days from the time the Company receives the cancellation information; no need to wait until the complaint resolution period ends to refund.
7. Specific Regulations for Luggage and Goods
7.1. Customer's Declaration and Packaging Obligations
· Customers must truthfully declare the name, quantity, characteristics, condition, and value of luggage and goods if requesting the Company to record the value or apply appropriate preservation/fee measures.
· Fragile, perishable, liquid, odorous, electronic, machinery, important documents, high-value items, or items requiring special preservation conditions must be notified before sending and properly packaged.
· Customers are responsible for the legality of luggage and goods, documents, origin, declared content, and ensuring luggage and goods are not prohibited from sending/transporting according to legal regulations or the Company's service regulations.
· The Company is not obligated to check the detailed contents inside the package if the customer has sealed the package, except as required by law or if there are abnormal signs.
7.2. Luggage and Goods Not Declared or Incompletely Declared
If customers do not declare the value of luggage, goods at the time of sending, do not request value recording on the delivery note, or do not provide valid value documents before the incident occurs, luggage, goods are considered ordinary items, not high-value items. Any additional value declarations after the incident are only considered when there are independent, valid documents, dated before sending the goods, and consistent with the actual goods.
The Company has the right to refuse compensation requests according to the value customers self-declare after the incident if there is no independent verification basis, the declared value is inconsistent with the type of luggage, goods, there are no valid invoices/documents, luggage, goods were not declared/packaged according to regulations, or customers cannot prove the causal relationship between the damage and the fault within the Company's service scope.
7.3. Prohibited, Restricted, and High-Risk Goods
The Company has the right to refuse transportation or responsibility for goods in the prohibited sending/transportation list, dangerous goods, illegal goods, money, gold, foreign currency, valuable papers, special assets, original identification documents, important legal documents, flammable, explosive goods, chemicals, live animals, goods requiring specialized preservation, or other goods that the Company does not accept for transportation, unless there is a separate written agreement and legal conditions are met.
8. Scope and Limitations of the Company's Responsibility
The Company is only responsible for actual, direct damages with valid evidence and arising due to faults within the Company's service scope. The handling level is determined based on the level of fault, verification data, actual condition, declared/accepted value at the transaction time, valid documents, and published service regulations.
Except where the law requires otherwise or the parties have a separate written agreement, the Company is not responsible for:
· Indirect damages, expected profits, lost business opportunities, mental losses, unreasonable incurred costs, or damages not proven with valid evidence;
· Damages due to the fault of the customer, recipient, sender, agents/third parties not under the Company's control, or due to the customer providing incorrect/incomplete/delayed information;
· Prohibited luggage, goods, misdeclared luggage, undeclared value, no value documents, improperly packaged, self-repaired/moved/changed condition before the Company checks;
· Incidents due to natural disasters, epidemics, wars, riots, objective traffic accidents, severe congestion, fires, technical incidents beyond reasonable control, requests from competent state agencies, or other force majeure events;
· Feedback content, posts, comments, shares on social media not providing sufficient transaction data or showing signs of falsehood, insult, threat, unlawful pressure.
All refunds, support, compensation, or incentives, if any, only apply to specific cases and do not create a mandatory precedent for other cases. The Company reserves the right to request customers to sign a confirmation record of receiving support/refund/compensation and conclude the case before making payment.
9. Refund, Support, and Compensation
The handling plan may include one or more measures: explanation and apology; information adjustment; support for schedule change/cancellation/refund according to policy; support for finding/returning luggage, goods; repair/remedy within feasible scope; support for reasonable costs; direct damage compensation if there is sufficient basis to determine the fault within the Company's responsibility.
Refunds or compensation, if accepted, are made to the person legally entitled to receive according to transaction data, documents, or the Company's confirmation. The Company has the right to request original/copy of necessary documents, working records, confirmation of goods ownership, account information for receiving money, and commitment to end complaints for the processed amount.
If it is found that customers provide false information, forge documents, overstate goods value after the incident, or exploit complaints for profit, the Company has the right to refuse processing, recover any supported amounts, file the case, and refer to competent authorities if necessary.
10. Dispute Resolution at Competent Authorities
If disputes cannot be resolved through negotiation, mediation, or the parties cannot agree on a handling plan, each party has the right to submit the case to the competent state management agency, arbitration, or Court according to Vietnamese law.
Except where the law provides otherwise, the competent Court is the Court where the Company is headquartered or where the defendant resides/is headquartered according to procedural law. The applicable law is Vietnamese law.
During the dispute resolution process, the parties are responsible for preserving evidence, not publishing false information, not obstructing each other's normal activities, and not infringing on the legal rights and interests of the other party.
11. Policy Announcement, Effectiveness, and Amendment
This policy is publicly announced on the Company's official website/transaction channel and takes effect from the time of posting or when the Company announces its application.
This policy is an inseparable part of the Terms and Conditions of Service Use, Personal Information Privacy Policy, Payment Policy, Schedule Change/Cancellation/Refund Policy, and other service regulations of the Company announced at each time.
By booking schedules, sending luggage and goods, using services, continuing transactions, or contacting for support, customers are deemed to have been facilitated access, have read, understood, and agreed to comply with this policy, except where the law provides otherwise.
The Company has the right to amend and supplement the policy to suit business operations, risk management requirements, and legal regulations. Updated content will be announced on the official website/transaction channel and take effect as notified by the Company, except where the law provides otherwise.
12. Contact Information for Complaint Resolution
Website: xehunglong.com.
Time for receiving feedback, requests, complaints, and personal data requests: from 09:00 to 17:00 daily.
Company Name
338 Travel Company Limited
Company Code
0106766690
Head Office Address
338 Tran Khat Chan, Hai Ba Trung, Hanoi
Complaint Reception Hotline
0914 077 779
Complaint Reception Email
