EXCHANGE / CANCELLATION
AND REFUND POLICY
Applicable to the Company's services
1. Application Principles
This policy applies to the exchange, cancellation of passenger schedules, and related refunds. The time is calculated before the departure time stated in the passenger's booking confirmation. The exchange/cancellation fee is the applicable rate multiplied by the cost of the exchange/cancellation service portion.
To ensure operational planning, seat arrangement, and the general rights of passengers, 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 exchange/cancellation portion.
Less than 5 hours to 3 hours before departure
Support for adjustment/cancellation; processing fee is 30% of the cost of the exchange/cancellation portion.
Less than 3 hours before departure
No refund if the customer voluntarily cancels.
After departure time or no-show
Service confirmation automatically expires; no refund as the customer did not use the service.
3. For Last-Minute Bookings
For bookings made on the day or near the departure time:
1. The company will support flexible adjustments depending on the actual seat situation;
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
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 requiring exchange/cancellation. Late notifications are handled according to the group's support conditions specified in this section.
2. After this time, the company has the right to refuse support to ensure operational planning and seat arrangement for other passengers.
5. Holiday – Tet – Peak Periods
For customer-initiated cancellations during holiday, Tet, peak periods that have been announced by the company before the customer books the service:
1. No support for service cost refunds;
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. Time of Request Acknowledgment
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 business hours;
3. Unanswered messages;
4. Requests not confirmed by staff on the system.
7. Cases Where the Company May Refuse Support
The company may refuse support for changes, adjustments, or cancellations in cases:
1. The transportation schedule is fully booked;
2. The passenger changes multiple times;
3. Signs of holding seats affecting operations;
4. Booking multiple seats but not using them;
5. Affecting the actual coordination plan;
6. Peak periods or other special cases.
8. Flexible Support Policy
In some actual cases, the company may proactively provide flexible support in the spirit of goodwill and customer support, but 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 exchange 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 for the surplus after deducting the payable amounts; the company clearly notifies each item before confirming the trip change. No duplicate charges for the same service portion.
10. Cancellation and Refund Procedure
The customer provides itinerary 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 the conditions, notifies the cancellation fee, and the amount to be refunded.
For cancellation requests eligible for a refund, the company refunds within 3 business 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 entitled recipient; does not 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 for the portion of the service not provided. No cancellation fee applies if the customer voluntarily cancels 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 Trần Khát Chân, Hai Bà Trưng, Hà Nội.
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.
