PAYMENT POLICY
This payment policy outlines the payment methods, transaction confirmation principles, payment information security, and handling of issues arising 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, bookings, reservations;
Payment of fees;
Payment of service fees incurred, if any;
Company services
2. Applicable Payment Methods
Customers may 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 point.
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.
A bank transfer transaction is only considered complete when the Company records the actual amount received in 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 organisations, or payment service providers integrated on the website.
Online payments are made on the secure system of the payment gateway provider. The Company does not directly process card information, bank passwords, OTP codes, PIN codes, or customer transaction authentication information.
3. Payment Confirmation Time
Payment is considered successful when the Company records one of the following bases:
The customer has paid in cash and received confirmation from the Company;
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;
Authorised personnel of the Company confirm the transaction is complete.
If the transaction has not been confirmed as successful, the Company reserves the right to hold the pending payment status and not provide 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 time;
Other necessary transaction reconciliation information.
This information is managed internally by the Company for the purpose of service confirmation, accounting, reconciliation, customer care, complaint handling, and compliance with legal regulations.
The Company does not share customer payment information with third parties, except when necessary to perform services, reconcile transactions, handle complaints, or as required by competent state agencies.
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 that may be processed by the intermediary payment provider includes card information, bank account information, transaction authentication information, and other necessary data to perform the payment transaction according to 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: successful or unsuccessful transaction status, transaction code, amount, payment time, and necessary reconciliation information to confirm service, 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 networks, or any form outside the official interface of the bank/payment gateway;
Not storing card information or bank account authentication information of customers on the Company's server;
Only using payment information within the necessary scope to confirm services, reconcile, account, customer care, and handle complaints;
Applying appropriate internal management measures to limit access, use, or disclosure of payment information beyond its intended purpose.
Customers are responsible for securing their bank account, card, e-wallet information, OTP codes, and transaction authentication methods. The Company is not responsible for damages arising from customers voluntarily providing security information to third parties or conducting transactions outside the official payment channels announced by the Company.
6. Handling Incorrect, Insufficient, Excessive, or Unreconciled Payment Transactions
If a customer transfers funds with incorrect details, insufficient information, insufficient payment, excessive payment, or the transaction cannot be reconciled, the customer needs to contact the Company and provide transaction documents for support and verification.
Depending on the case, the Company may handle as follows:
Confirm the transaction again if there is sufficient reconciliation basis;
Request the customer 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 a payment-related incident occurs, customers need to notify the Company via hotline, email, call centre, transaction office, or the Company's official support channel.
Customers need to provide the necessary information for the Company to verify, including:
Payer's full name;
Contact phone number;
Amount paid;
Payment time;
Payment method;
Transaction code, receipt/photo of transfer document 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 in-depth support.
The Company commits to cooperating in verification, providing transaction information within the allowable 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 the response time of 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 understood 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.