338 TRAVEL COMPANY LIMITED
PRICING AND PAYMENT POLICY
Applicable to customers using the Company's services
Principles of price announcement and charges
The announced service costs include tax. The applicable price is the price of the journey, type of vehicle, position, and time as notified and confirmed to the customer when booking the service.
The service cost includes passenger transportation according to the confirmed journey and free luggage meeting the standards in the Terms of Service and Luggage Transportation. Excess luggage fees and special services upon request are determined based on actual conditions, specifically notified before the customer agrees to use them.
Luggage fees are determined by weight, size, number of pieces, bulkiness, and actual transportation conditions. Staff will notify the amount and details of the charge before accepting the chargeable luggage; customers have the right to decide whether to use that part of the service.
Vehicle rental prices, freight transportation, and services requiring separate quotes are confirmed according to specific needs, scope of work, and agreement with the customer; the quote must clarify taxes, included costs, and any excluded items if applicable.
Child pricing policy is applied according to the Children's Policy section in the Terms of Service and Luggage Transportation. Conditions for discounts, holiday, Tet, or peak surcharges, if any, are notified before the customer confirms the service booking.
Fees for changes, cancellations, and settlement of differences when changing trips are implemented according to the Service Change, Cancellation, and Refund Policy.
This payment policy stipulates payment methods, transaction confirmation principles, payment information security, and incident handling when customers use the Company's services through the website, transaction offices, hotline, 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 itineraries, booking itineraries, holding itineraries
• Payment of fees;
• Payment of additional service fees 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 cash directly at the Company's office or transaction points
The Company confirms the transaction by an appropriate confirmation method.
2.2. Bank transfer payment
Customers can pay by bank transfer to the officially announced bank account of the Company.
A 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 handle 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.
In case the transaction is not confirmed 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 Company Limited
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 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 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 necessary data to perform payment transactions 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:
• 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 bank/payment gateway interface;
• 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, reconcile, account, customer care, and handle complaints;
• 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 the customer transfers with incorrect content, lacks information, insufficient payment, excessive payment, or unreconciled transactions, 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:
• Reconfirm the transaction if there is sufficient reconciliation basis;
• Request the customer 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 evidence to prove valid payment.
Refunds, service cancellations, or service changes are implemented according to the Service Change, Cancellation, and Refund Policy. For cancellation requests eligible for a refund, the Company refunds within 03 working days from the time of receiving the cancellation information, via the original payment method.
7. Handling incidents and complaints related to payments
When an incident related to payment arises, customers need to notify the Company via hotline, email, call center, 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, photo of receipt/transfer document if any;
For online payment transactions via intermediary payment gateway, customers may need to simultaneously 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 response time of the bank or intermediary payment provider.
8. Effectiveness and publication of the policy
This payment policy is publicly announced on the Company's website and is effective from the time it is posted.
The policy may be displayed before, during, or at the time the customer makes a service booking, service confirmation, or payment.
The customer's continued use of the service or payment is understood as the customer has 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 effective from the time of posting, unless otherwise notified.
9. Payment support information
Head office address: 338 Tran Khat Chan, Hai Ba Trung, Hanoi.
Website: xehunglong.com.
Contact phone: 0914 077 779.
Email: xehunglong@gmail.com.
Time for receiving feedback, requests, complaints, and personal data requests: from 09:00 to 17:00 daily.
