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 centers, 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, holding seats;
Payment of fees;
Payment of service fees if applicable;
Company services
2. Applicable Payment Methods
Customers can choose one of the payment methods announced by the Company at the time of service booking or usage, including:
2.1. Cash Payment
Customers can pay 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 to the bank account officially announced by the Company.
The 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 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 cash and is confirmed by the Company;
The transfer 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.
If the transaction is not confirmed as successful, 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 content;
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 legal compliance.
The Company does not share customer payment information with third parties, except when necessary to perform the service, 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 may be processed by the intermediary payment provider, including card information, bank account information, transaction authentication information, and 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: successful or unsuccessful transaction status, transaction code, amount, payment time, and necessary reconciliation information to confirm the service, accounting, and customer care.
5. Commitment to Payment Security
The Company commits:
Not to request 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 interface of the bank/payment gateway;
Not to store card information or bank account authentication information of customers on the Company's server;
To use payment information only within the necessary scope to confirm service, reconciliation, accounting, customer care, and complaint handling;
To apply appropriate internal management measures to limit access, use, or disclosure of payment information for unintended purposes.
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 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
In case of incorrect transfer content, missing information, insufficient payment, excessive 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 missing amount before using the service;
Record the excess payment amount for refund or offset for 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 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 center, transaction office, or the Company's official support channel.
Customers need to provide the necessary information for the Company to check, including:
Payer's full name;
Contact phone number;
Amount paid;
Payment time;
Payment method;
Transaction code, receipt/screenshot 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 for specialized support.
The Company commits to cooperate in checking, 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. Effectiveness and Publication of Policy
This payment policy is publicly announced on the Company's website and takes effect from the time it is posted.
The policy may be displayed before, during, or at the time customers make a service booking, service confirmation, or 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 activities, operational requirements, payment partner regulations, and legal regulations. Updated content will be announced on the website and take effect from the time of posting, unless otherwise notified.