338 TRAVEL COMPANY LTD.
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 protection, personal data protection, civil and transportation; including Decree No. 248/2026/NĐ-CP dated 30/6/2026 detailing certain provisions of the E-commerce Law.
- The goal of the policy is to ensure transparent, good-faith handling of feedback with a basis; while clearly defining the obligation of customers to provide information and evidence, and the legal responsibility limits of the Company.
2. Scope of complaints and disputes received
· Scheduling, reserving, changing schedules, cancelling schedules, refunds, schedule adjustments, or transactions arising through the Company's website, hotline, office, agent, application, or official channels.
· Quality of passenger transport services, schedules, pickup/drop-off points, accompanying luggage, service attitude of personnel under the Company's management.
· Transport, 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 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 services provided by the Company and still verifiable.
The Company is not obliged to handle under this policy feedback not arising from the Company's services, feedback on transactions with independent third parties, content that cannot identify the sender, lacks verifiable data, or shows 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 code, camera, call centre recordings, vehicle schedule, handover minutes, images, payment documents, personnel information, and other related documents.
· The Company's responsibility arises only for actual, direct damage with valid evidence and a causal relationship with faults within the Company's service scope.
· Customers are obliged to provide truthful, complete, and timely information; preserve documents and cooperate in verification. False declarations, incomplete declarations, providing invalid evidence, or changing statements after the event are grounds for the Company to refuse or limit the resolution plan.
· 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 receiving complaints
Customers can send complaints through one of the official channels announced by the Company at each time:
· The Company's customer service hotline/call centre;
· The Company's official email;
· Documents, working minutes, 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 event; 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 the customer to supplement. The processing time is calculated from the time the Company receives the minimum necessary information for verification.
5. Time of feedback and processing time
For luggage, customers must check upon receipt and immediately report to staff when discovering damage, shortage, mistake, or loss when getting off the vehicle for the Company to record the status and verify. For other content, customers should contact immediately upon discovering the event.
Content group
Estimated processing time
Booking, schedule, service quality, payment
From 03 to 07 working days from receiving sufficient necessary information for verification.
Missing, mistaken, damaged, lost luggage
Receive immediately upon notification; estimated processing from 03 to 07 working days from receiving sufficient necessary information.
Refund requests eligible 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 additional 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 above 03 to 07 working day milestones are estimated processing times, not the time limit for customers to send complaints. Delayed feedback may affect verification ability; the Company still receives, evaluates available evidence, and notifies the result, not automatically refusing just because the customer has left the drop-off point or over 24 hours.
6. Complaint resolution process
1. Receive and classify: The Company records the content, checks initial information, classifies the case according to schedule, service, payment, personal data, or other groups.
The Company notifies the receipt 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 file lacks sufficient basis, the Company notifies the content needing supplementation. Customers are responsible for cooperating within a suitable time limit; if not supplemented, the Company may suspend or end processing due to lack of basis.
3. Internal verification and data comparison: The Company checks schedule booking data, schedule, receipt, payment documents, camera, call/message recordings, luggage handover, personnel information, supporting partners, and other related documents if available.
4. Respond to verification results: The Company notifies the verification results, basis for determining responsibility, and processing plan suitable to the service policy, internal regulations, agreements between the parties, and legal regulations.
5. Implement the processing 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. Processing concludes when the Company has officially responded, implemented the plan within responsibility, or the case no longer meets the conditions for continued verification.
Normal processing time is from 03 to 07 working days from receiving sufficient necessary information. For complex cases, the Company notifies the reason and next estimated time to the customer. Eligible refund due to service cancellation is processed within 03 working days from the time the Company receives cancellation information; not waiting for the complaint resolution period to end to refund.
7. Special 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 goods, electronics, machinery, important documents, high-value goods, or goods requiring special preservation conditions must be notified before sending and packaged correctly.
· Customers are responsible for the legality of luggage and goods, documents, origin, declaration content, and ensuring luggage and goods are not on the prohibited/sending list according to legal regulations or the Company's service regulations.
· The Company is not obliged to check the detailed contents inside the package if the customer has sealed it, except when required by law or there are abnormal signs.
7.2. Luggage and goods not declared or incompletely declared
If customers do not declare the value of luggage and goods at the time of sending, do not request value recording on the sending receipt, or do not provide valid value documents before an incident, luggage and goods are understood as ordinary goods, not high-value goods. Any additional value declaration after an incident is only considered when there is independent, valid documentation, dated before sending, and consistent with the actual goods.
The Company has the right to refuse compensation requests based on the customer's self-declared value after an incident if there is no independent verification basis, the declared value is inconsistent with the type of luggage, goods, lacks valid invoices/documents, luggage, goods are not declared/packaged according to regulations, or the customer cannot prove the causal relationship between damage and faults 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 on the prohibited/sending list, dangerous goods, illegal goods, money, gold, foreign currency, valuable papers, special assets, original identification documents, important legal records, flammable goods, chemicals, live animals, goods requiring specialized preservation, or other goods the Company does not accept for transportation, unless there is a separate written agreement and legal conditions are met.
8. Scope and limits of the Company's responsibility
The Company is only responsible for actual, direct damage with valid evidence arising from faults within the Company's service scope. The handling level is determined based on the degree of fault, verification data, actual condition, declared/accepted value at the transaction time, valid documents, and published service regulations.
Except where the law provides otherwise or the parties have a separate written agreement, the Company is not responsible for:
· Indirect damage, expected profits, lost business opportunities, mental losses, unreasonable costs, or damage not proven with valid evidence;
· Damage due to customer, recipient, sender, agent/third-party errors not under the Company's control, or due to the customer providing incorrect/incomplete/late information;
· Prohibited luggage, goods with incorrect declarations, undeclared value, lacking value documents, improperly packaged, self-repaired/moved/altered 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, or illegal pressure.
All refunds, support, compensation, or incentives, if any, apply only 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 of receiving support/refund/compensation and conclude the case before making payment.
9. Refunds, support, and compensation
The resolution 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 Company confirmation. The Company has the right to request original/copy of necessary documents, working minutes, confirmation of goods ownership, payment account information, and commitment to end complaints for the processed amount.
If it is found that the customer provides false information, falsifies documents, inflates the value of goods after an incident, or exploits complaints for profit, the Company has the right to refuse processing, recover supported amounts if any, file the case, and refer to competent authorities when necessary.
10. Dispute resolution at competent authorities
If disputes cannot be resolved through negotiation, mediation, or the parties cannot agree on a resolution plan, each party has the right to submit the case to competent state management agencies, 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 period, the parties are responsible for preserving evidence, not publishing misleading information, not obstructing each other's normal operations, and not infringing on the legal rights and interests of the other party.
11. Announcement, effectiveness, and policy modification
This policy is publicly announced on the Company's official website/transaction channel and is effective from the time of posting or the time 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.
When customers schedule, send luggage and goods, use services, continue transactions, or contact for support, it is understood that customers 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 activities, risk management requirements, and legal regulations. Updated content will be announced on the official website/transaction channel and effective according to the time the Company announces, 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 Ltd.
Company registration number
0106766690
Head office address
338 Tran Khat Chan, Hai Ba Trung, Hanoi
Complaint hotline
0914 077 779
Complaint email
