EXCHANGE / CANCELLATION
AND REFUND POLICY
Applicable to the Company's services
1. Principles of Application
This policy applies to the exchange, cancellation of passenger schedules, and related refunds. The time frame is calculated before the departure time stated in the passenger's schedule confirmation. The exchange/cancellation fee is calculated by applying the rate to the cost of the exchanged/cancelled service portion.
To ensure operational planning, seat arrangement, and overall passenger benefits, requests for changes, adjustments, or cancellations of service confirmations will be applied according to the time the system successfully records them.
The Company encourages passengers to notify early for the most convenient support.
2. Policy for Individual Passengers
Time before departure
Applicable policy
More than 5 hours before departure
Support for adjustment/cancellation; processing fee is 10% of the cost of the exchanged/cancelled portion.
Less than 5 hours to 3 hours before departure
Support for adjustment/cancellation; processing fee is 30% of the cost of the exchanged/cancelled portion.
Less than 3 hours before departure
No refund if the customer cancels voluntarily.
After departure or no-show
Service confirmation automatically expires; no refund due to non-use of service by the customer.
3. For Last-Minute Bookings
For bookings made on the day or close to departure time:
1. The Company will flexibly support adjustments depending on actual seat availability;
2. If the seat has been reserved, the vehicle has been arranged for operation, or it affects the coordination plan, the Company has the right to apply the corresponding fee policy according to the remaining time before departure.
4. For Groups of 3 or More Passengers
1. Change or cancellation requests must be notified at least 12 hours in advance.
If the group notifies at least 12 hours in advance, the exchange/cancellation fee is calculated as for individual passengers, based on the cost of each seat requested for exchange/cancellation. Late notifications are handled according to the group's support conditions specified in this section.
2. After this period, the Company has the right to refuse support to ensure operational planning and seat arrangement for other passengers.
5. During Holidays – Tet – Peak Periods
For voluntary cancellations during holidays, Tet, peak periods as notified by the Company before the customer books the service:
1. No support for service cost refund;
2. Limited support for schedule adjustments;
3. No application of service confirmation retention;
4. No guarantee of seat retention for passengers arriving late for departure.
6. Request Recording Time
The reception time is calculated according to the time the system successfully confirms the passenger's request.
Not applicable to cases:
1. Missed calls;
2. Contact outside of hours;
3. Unanswered messages;
4. Requests not confirmed by staff on the system.
7. Cases Where the Company Has the Right to Refuse Support
The Company has the right to refuse support for changes, adjustments, or cancellations in cases:
1. The transportation schedule is fully booked;
2. Passengers change multiple times;
3. Signs of reservation affecting operations;
4. Booking multiple seats but not using them;
5. Affecting the actual coordination plan;
6. During peak periods or other special cases.
8. Flexible Support Policy
In certain actual cases, the Company may proactively provide flexible support in a spirit of goodwill and customer support, however, this support is not considered a mandatory obligation applicable to all cases.
9. Settlement When Changing Trips
When a trip change is approved, the Company reconciles the amount paid, the change fee at the time of request, the service price of the new trip, and the value of the service portion already used if any. The customer pays the remaining amount or receives a refund of the excess after deducting payable amounts; the Company clearly informs each item before confirming the trip change. No duplicate charges for the same service portion.
10. Cancellation and Refund Procedure
The customer provides schedule information or transaction identification information, service booking phone number, route to be canceled, and request content through the official channel. The Company records the time of receiving the information, checks conditions, informs the cancellation fee, and the refundable amount.
For cancellation requests eligible for a refund, the Company refunds within 3 working days from the time of receiving the cancellation information, to the original payment method. The Company retains refund transaction information and notifies the result to the customer.
The customer cooperates to provide necessary information to reconcile the transaction. If there are obstacles preventing a refund to the original method, the Company notifies and agrees on a legal plan with the rightful recipient; does not independently transfer money to others or convert it into a retained amount.
11. Cases Where the Company Cannot Provide the Service
If the Company cannot provide the agreed service, the customer can choose an alternative plan agreed upon by both parties or receive a refund corresponding to the portion of the service not provided. No cancellation fee applies for voluntary cancellations in this case, even during holidays, Tet, peak periods. Other responsibilities are resolved according to legal agreements and laws.
12. Contact Channels
Head office address: 338 Tran Khat Chan, Hai Ba Trung, Hanoi.
Website: xehunglong.com.
Reception phone: 0914 077 779.
Email: xehunglong@gmail.com.
Reception time for feedback, requests, complaints, and personal data requests: from 09:00 to 17:00 daily.
