PAYMENT POLICY
This payment policy outlines the payment methods, transaction confirmation principles, payment information security, and incident handling when customers use the Company's services through the website, transaction offices, call centre, or other official transaction channels of the Company.
1. Scope of Application
This policy applies to payments related to services provided by the Company, including but not limited to:
Payment for schedules, reservations, seat holding;
Payment of fees;
Payment of service fees incurred, if any;
Company services
2. Applicable Payment Methods
Customers can choose one of the payment methods announced by the Company at the time of booking or using the service, including:
2.1. Cash Payment
Customers can pay in cash directly at the Company's office or transaction points
The Company confirms the transaction with an appropriate confirmation method.
2.2. Bank Transfer Payment
Customers can pay by transferring funds to the bank account officially announced by the Company.
The bank transfer transaction is only considered complete when the Company records the actual amount credited to the account and can reconcile it with the customer's service information.
2.3. Online Payment via Intermediary Payment Gateway
If the website integrates an online payment gateway, customers can pay through banks, e-wallets, intermediary payment organizations, or payment service providers integrated on the website.
Online payments are conducted on the secure system of the payment gateway provider. The Company does not directly handle card information, bank passwords, OTP codes, PINs, or customer transaction authentication information.
3. Payment Confirmation Timing
Payment is considered successful when the Company records one of the following bases:
The customer has paid in cash and the Company has confirmed it;
The transferred amount has been credited to the Company's bank account;
The intermediary payment gateway returns a successful transaction result;
The Company's system updates the payment status as successful;
Authorized personnel of the Company confirm the transaction is complete.
In cases where the transaction has not been successfully confirmed, the Company reserves the right to hold the pending payment status and not perform the service until the transaction is fully reconciled.
4. Entities Collecting and Processing Payment Information
4.1. In Case of Cash or Direct Bank Transfer Payment
The entity collecting and processing payment information is:
338 Travel Co., Ltd.
Information that may be collected includes:
Payer's full name;
Contact phone number;
Payment amount;
Payment details;
Payment timing;
Other necessary transaction reconciliation information.
This information is managed internally by the Company for the purposes of service confirmation, accounting, reconciliation, customer care, complaint handling, and legal compliance.
The Company does not share customer payment information with third parties, except as necessary to perform the service, reconcile transactions, handle complaints, or as required by competent state authorities.
4.2. In Case of Online Payment via Intermediary Payment Gateway
The entity directly collecting and processing payment information is the intermediary payment gateway provider, bank, e-wallet, or related payment service provider.
Information may be processed by the intermediary payment provider, including card information, bank account information, transaction authentication information, and other necessary data to perform the payment transaction as per the provider's regulations.
The Company does not directly collect, request, or store the following customer information:
Full bank card number;
Bank account password;
OTP code;
PIN code;
Card security code;
Other transaction authentication information.
The Company only receives transaction results from the payment gateway, including: transaction status (successful or unsuccessful), transaction code, amount, payment time, and necessary reconciliation information to confirm services, accounting, and customer care.
5. Commitment to Payment Security
The Company commits to:
Not requiring customers to provide bank passwords, OTP codes, PIN codes, or transaction authentication information via phone, email, message, social media, or any form outside the official bank/payment gateway interface;
Not storing card information or bank account authentication information on the Company's servers;
Using payment information only within the necessary scope for service confirmation, reconciliation, accounting, customer care, and complaint handling;
Applying appropriate internal management measures to limit unauthorized access, use, or disclosure of payment information.
Customers are responsible for securing their bank account, card, e-wallet information, OTP codes, and other transaction authentication methods. The Company is not liable for damages arising from customers providing security information to third parties or conducting transactions outside the official payment channels announced by the Company.
6. Handling Incorrect, Insufficient, Excess, or Unreconciled Payment Transactions
In cases where customers transfer funds with incorrect details, insufficient information, insufficient payment, excess payment, or unreconciled transactions, customers need to contact the Company and provide transaction documents for support and verification.
Depending on the case, the Company may handle as follows:
Reconfirm the transaction if there is sufficient reconciliation basis;
Request customers to supplement the remaining amount before using the service;
Record the excess payment amount for refund or offset against the next transaction as agreed with the customer;
Hold the pending payment status until the transaction is verified;
Refuse to confirm the service if there is insufficient basis to prove valid payment.
Refunds, service cancellations, or service exchanges, if any, will be carried out according to the cancellation, exchange, refund policy, and related regulations announced by the Company at each time.
7. Handling Payment-related Incidents and Complaints
When incidents related to payment arise, customers need to notify the Company via hotline, email, call centre, transaction office, or the Company's official support channel.
Customers need to provide necessary information for the Company to verify, including:
Payer's full name;
Contact phone number;
Amount paid;
Payment time;
Payment method;
Transaction code, receipt/transfer document photo if available;
For online payment transactions via intermediary payment gateways, customers may need to contact the bank, e-wallet, or payment gateway provider simultaneously for specialized support.
The Company commits to cooperating in verification, providing transaction information within the permitted scope, and supporting customers in working with the intermediary payment provider when necessary.
Processing time depends on the nature of the incident, transaction data, and response time from the bank or intermediary payment provider.
8. Policy Effectiveness and Publication
This payment policy is publicly announced on the Company's website and is effective from the time of posting.
The policy may be displayed before, during, or at the time customers make a booking, confirm a service, or make a payment.
By continuing to use the service or making a payment, customers are deemed to have read, understood, and agreed to this payment policy.
The Company reserves the right to amend and supplement the payment policy to suit business operations, operational requirements, payment partner regulations, and legal regulations. Updated content will be announced on the website and effective from the time of posting, unless otherwise notified.