EXCHANGE / CANCELLATION POLICY
AND SERVICE REFUND
Applicable to the Company's services
1. Application Principles
This policy applies to the exchange, cancellation of passenger itineraries, and related refunds. The timing is calculated before the departure time stated in the passenger's itinerary confirmation. The exchange/cancellation fee is calculated as a percentage of the cost of the exchanged/cancelled service.
To ensure operational planning, seat arrangement, and the general rights of passengers, requests for changes, adjustments, or service cancellations will be applied based on 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.
Less than 5 hours to 3 hours before departure
Support for adjustment/cancellation; processing fee is 30% of the cost of the exchange/cancellation.
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 the service by the customer.
3. For Last-Minute Bookings
For bookings made on the day or close to the 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 dispatch plan, the Company reserves the right to apply the corresponding fee policy based on 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 requested for exchange/cancellation. Late notifications are handled according to the group's support conditions outlined in this section.
2. After this period, the Company reserves the right to refuse support to ensure operational planning and seat arrangement for other passengers.
5. Holiday – Peak Periods
For voluntary cancellations during holidays, Tet, and peak periods that the Company has notified before the customer books the service:
1. No support for service cost refunds;
2. Limited support for itinerary 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 for cases:
1. Missed calls;
2. Contact outside working hours;
3. Unanswered messages;
4. Requests not confirmed by staff in the system.
7. Cases Where the Company May Refuse Support
The Company reserves the right to refuse support for changes, adjustments, or cancellations in cases:
1. The transport schedule is fully booked;
2. Passengers change multiple times;
3. Signs of holding seats affecting operations;
4. Booking multiple seats but not using them;
5. Affecting the actual dispatch plan;
6. 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, 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 already used if any. The customer pays the remaining amount or receives a refund of the excess after deducting payable amounts; the Company clearly notifies each item before confirming the trip change. No duplicate charges for the same service part.
10. Cancellation and Refund Procedure
The customer provides itinerary information or transaction identification information, service booking phone number, itinerary to be cancelled, and request content through official channels. The Company records the time of receiving information, checks conditions, notifies the cancellation fee, and the amount to be refunded.
For eligible cancellation requests, 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 alternative with the rightful 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 option agreed upon by both parties or receive a refund corresponding to the part of the service not provided. No cancellation fee applies due to voluntary cancellation by the customer in this case, even during holidays, Tet, or peak periods. Other responsibilities are resolved according to legal agreements and the law.
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.
