338 TRAVEL COMPANY LIMITED

TERMS OF SERVICE
AND LUGGAGE TRANSPORTATION

Applicable to services throughout the entire system

I. GENERAL REGULATIONS

Article 1. Scope of Application

The route scope, date and time, pick-up/drop-off points, vehicle type, and number of seats are determined according to the service announced and confirmed by the Company for each transaction. Pick-up/drop-off, transfer support is only applicable at the confirmed area and time; it is not automatically applicable at all locations.

This policy applies to all passengers using the Company's passenger transportation services, including:

· Scheduling

· Confirmation of transportation schedule

· Luggage transportation

· Checked luggage

· Carry-on luggage

· Related services during transportation

The passenger's booking, payment, receipt of schedule confirmation, or use of the service is considered as having read, understood, and agreed to all current regulations of the Company.

Article 2. Establishment of Transportation Contract

The information provided by the passenger when registering to use the transportation service is the official basis for performing transportation, including:

· Full name

· Date of birth

· ID number

· Phone number

· Pick-up point

· Drop-off point

· Departure date

· Departure time

Passengers are responsible for any damages arising from:

· Providing incorrect information

· Not answering the phone

· Not being present on time

· Going to the wrong pick-up/drop-off point

· Having someone else go on their behalf

Article 3. Right to Refuse Transportation

The Company has the right to refuse service or terminate transportation in the following cases:

· Intoxication

· Substance use

· Causing disorder

· Threatening staff or other passengers

· Vandalism

· Carrying prohibited goods

· Not following safety instructions

· Showing signs of affecting the vehicle's safety schedule

In such cases:

· Paid service fees are non-refundable

· No support for arising costs

· The Company is not responsible for related damages

II. SCHEDULING & SCHEDULE CONFIRMATION POLICY

Article 4. Arrival Time

Passengers must be present at least 15 minutes before departure to complete procedures.

The vehicle is allowed to depart on time according to the operational schedule.

In case of late arrival:

· Schedule confirmation automatically expires

· The Company is not responsible for refunding or adjusting the schedule

Article 5. Validity of Schedule Confirmation

Schedule confirmation information is only valid when:

· Correct date

· Correct time

· Correct registered schedule

· Correct user

The following cases are considered invalid:

· Mismatch in passenger information

· Unauthorized changes to schedule information

· Expired schedule confirmation

· No confirmation data in the system

The Company's system data is the final verification basis.

Article 6. Service Change, Cancellation, and Child Policy

Details on adjustments, changes, cancellations, and refunds are published in the Service Change, Cancellation, and Refund Policy on xehunglong.com.

6.1. Accompanying Child Policy

To ensure operational safety, passenger rights, and service standards on each vehicle line, the Company applies the following accompanying child policy:

Vehicle Line

Free for children (sharing with adults)

Children charged 100% (separate seat)

Limousine Cabin

Under 130 cm

130 cm and above

Traditional/Luxury

Under 110 cm

110 cm and above

Applicable Regulations

1. Children eligible for free travel must accompany an adult, share a seat with the adult, and not use a separate bed/seat/position.

2. Each adult is allowed to accompany a maximum of one free child. For additional children, the Company has the right to charge 100% or arrange according to actual seat availability.

3. If a child needs a separate bed/seat/position or their height falls under the chargeable category, the Company applies a 100% charge as for regular passengers.

4. The child's height is determined at the time of boarding. Company staff have the right to check, verify, and apply the policy according to the child's actual height.

5. In cases where passengers declare incorrect height, age, number of accompanying children, or fail to notify in advance when booking, the Company has the right to adjust charges, require additional purchase, or refuse arrangement if no suitable position is available.

6. For safety reasons, the Company has the right to refuse allowing children to share a seat if it is deemed unsafe, affects other passengers, or is not suitable with the actual operating conditions of the schedule.

7. During holidays, peak periods, or schedules with high passenger density, the child policy may be adjusted according to the Company's operational announcements at each time.

8. Free support for accompanying children is understood as a goodwill support policy of the Company, not an automatically applicable right in all cases. The final application decision is based on the vehicle line, the child's actual height, seat availability, and the actual operating conditions of the schedule.

9. When passengers book, pay, or use the service, they are considered to have read, understood, and agreed to the Company's accompanying child policy.

Article 7. Force Majeure Cases

The Company is not responsible for damages arising from:

· Traffic accidents

· Traffic congestion

· Bad weather

· Natural disasters

· Landslides

· Fires

· Epidemics

· Government regulations

· Events beyond the Company's reasonable control

In such cases:

· The Company has the right to adjust transportation time

· Transfer vehicles

· Transfer

· Adjust schedule to fit actual operations

III. LUGGAGE REGULATIONS

Article 8. Luggage Classification

1. Carry-on Luggage

Luggage that passengers self-manage throughout the journey.

2. Checked Luggage

Luggage received, tagged, arranged, and transported by the Company according to procedures.

Article 9. Conditions for Receiving Checked Luggage

The Company is only responsible for luggage that:

· Has a luggage tag

· Has an identification code

· Has sender information

· Is directly received by staff

Luggage that:

· Does not have a tag

· Is placed on the vehicle without permission

· Is not declared

· Does not have identification information

is considered self-managed luggage.

The Company is not responsible for such cases.

ARTICLE 10. REGULATIONS ON WEIGHT, SIZE, AND LUGGAGE SURCHARGES

10.1. Free Luggage Accompanying Passengers

Each passenger is entitled to one free standard checked luggage item when meeting all the following conditions:

· Maximum weight: 40kg/item/passenger

· Dimensions not exceeding 90*60*50cm

· Luggage is neatly packed, not leaking, not smelling, not affecting other passengers, vehicles, or other luggage.

· Luggage must be handed over to the responsible staff for inspection, tagging, and arrangement on the vehicle.

If luggage is not tagged, not received by staff, or passengers place it on the vehicle without permission, the Company is considered not to have received the checked luggage and is not responsible for loss, misplacement, confusion, or damage arising.

10.2. Carry-on Luggage

Each passenger is allowed to bring one small carry-on luggage item, weighing a maximum of 7kg, to be placed within their bed/seat or a position guided by staff.

Carry-on luggage is self-managed by passengers throughout the journey.

The Company is not responsible for money, phones, wallets, documents, jewelry, electronic devices, personal property, or valuable items that passengers self-store, forget, drop, or lose during transit.

10.3. Oversized Luggage

Luggage is considered oversized if it falls under any of the following cases:

· Weighs more than 40kg/item/passenger

· Exceeds the standard dimensions of 90 × 60 × 50 cm.

· Is bulky.

· Has more than one item.

· Causes difficulty in arranging the luggage compartment.

· Poses a risk to other luggage or operational safety.

For oversized luggage, the Company has the right to:

· Charge a surcharge based on actual conditions; notify the amount and obtain customer acceptance before receiving the chargeable luggage portion.

· Require passengers to separate items, repack.

· Switch to a separate cargo shipping method.

· Refuse transportation if safety cannot be ensured or exceeds the vehicle's capacity.

10.4. Surcharge Calculation Principles

Luggage surcharges are applied based on one or more of the following bases:

· Actual weight.

· Actual dimensions.

· Number of items.

· Degree of bulkiness.

· Capacity occupancy of the luggage compartment.

· Risk of affecting other luggage.

In cases where luggage is light but bulky, the Company has the right to calculate surcharges based on size or degree of space occupation, not just based on weight.

Staff will notify the calculation basis and surcharge amount before the customer decides to send. The surcharge is not considered automatically accepted by the customer just because the luggage has been brought to the drop-off point.

10.5. Luggage Not Meeting Transportation Conditions

The Company has the right to refuse receiving luggage if:

· Not properly packed.

· Has an unpleasant odor.

· Leaking water, oil, liquid.

· Poses a risk of dirtying or damaging the vehicle.

· Poses a risk to other passengers' luggage.

· Ownership cannot be determined.

· Passengers refuse to tag or declare information.

Refusal to receive in such cases is not considered a violation of the Company's transportation obligations.

10.6. Passenger Responsibilities

Passengers are responsible for:

· Checking luggage before handing it over to staff.

· Packing luggage securely, suitable for the asset's characteristics.

· Not placing high-value assets in checked luggage.

· Truthfully declaring if luggage is of high value, fragile, or easily damaged.

· Retrieving luggage immediately when the vehicle reaches the drop-off point.

· Checking luggage condition before leaving the vehicle or drop-off point.

Once passengers have received their luggage and left the vehicle/drop-off point without immediate feedback, the Company has the right to determine that the luggage has been fully and correctly delivered.

10.7. Luggage Reception Limitations Based on Actual Conditions

Luggage reception depends on:

· Vehicle type.

· Number of passengers.

· Luggage compartment capacity.

· Actual operating conditions of each schedule.

· Operational safety requirements.

Even if luggage falls within the free allowance, the Company still has the right to refuse or adjust the transportation plan if it deems the luggage unsuitable with the actual conditions of the vehicle's schedule.

10.8. Unified Understanding

In all cases, "free luggage" is only understood as ordinary personal luggage accompanying passengers, not applicable to:

· Commercial goods.

· Merchandise.

· Goods sent on behalf.

· Large quantities of goods.

· High-value goods.

· Goods requiring special storage conditions.

These cases must be transferred to the Company's separate cargo policy.

Article 11. Luggage Refused for Transportation

1. Prohibited Goods

The Company does not accept transportation of:

· Weapons

· Explosives

· Flammable substances

· Drugs

· Toxic chemicals

· Prohibited goods according to law

· Dangerous animals

· Goods with odors affecting passengers

2. High-Value Assets

The Company does not accept checked luggage of:

· Cash

· Gold and silver

· Diamonds

· Precious stones

· High-value watches

· Foreign currency

· Confidential documents

· Original documents

· Assets with special value

If passengers intentionally send without declaring:

The Company is not responsible for any loss or damage arising.

Article 12. Obligation to Declare Asset Value

Passengers are responsible for declaring in writing for luggage valued at 2,000,000 VND or more.

In case of non-declaration:

· Luggage is considered ordinary luggage

· The Company applies standard liability limits

· No acceptance of requests to increase value declaration after an incident

Article 13. Fragile – Perishable Luggage

Includes:

· Glassware

· Electronic devices

· Seafood

· Fresh food

· Fresh flowers

· Ornamental plants

· Goods prone to deformation

Customers must:

· Pack properly

· Assume risk due to the nature of the goods

The Company is not responsible for:

· Natural shrinkage

· Water leakage

· Deterioration

· Normal scratches

· Damage due to the natural characteristics of the goods

Article 14. Receiving Luggage

Passengers must:

· Check luggage immediately upon receipt

· Present tag/receipt when necessary

The Company has the right to refuse to hand over luggage if:

· Cannot prove the right to receive

· Information does not match

· There is a dispute over ownership rights

Article 15. Lost – Forgotten Luggage

1. Lost Luggage Complaints

Customers must check luggage upon receipt and immediately report to staff when discovering shortages, mistakes, damage, or loss when disembarking so that the Company can record the status, preserve evidence, and assist in handling.

Passengers must notify:

· Immediately upon disembarking

· Before leaving the drop-off area

In case the issue is discovered after leaving the drop-off point:

Customers need to notify immediately upon discovery and provide available information and evidence. The Company will receive, verify according to actual data; the fact that the customer has left the drop-off point does not automatically invalidate the right to complain.

2. Forgotten Luggage

Forgotten luggage is stored for a maximum of 7 days.

After this period:

The Company has the right to handle according to internal regulations.

Costs for return, storage, or transportation arising are borne by the passenger.

Article 16. Liability Limitation for Compensation

The Company only considers compensation when:

· There is a basis to determine the Company's direct fault

· Luggage has a valid tag

· There is evidence proving actual damage

1. Luggage Without Declared Value

Maximum support level: 200,000 – 500,000 VND/item depending on the actual damage level.

2. Luggage With Declared Value

Compensation is considered based on the declared value verified but not exceeding the actual value of the asset.

The Company is not responsible for:

· Indirect damages

· Loss of revenue

· Loss of business opportunities

· Emotional damages

· Costs arising outside the transportation scope

Article 17. Legal Value of System Data

In case of disputes, the following data is considered official verification basis:

· Vehicle camera

· Office camera

· Warehouse camera

· GPS data

· Schedule confirmation data

· Call center data

· Messages

· Operational logs

In case of conflict between statements and system data, system data is prioritized for verification.

Article 18. Complaint Reception and Processing Time

Customers contact 0914 077 779, email xehunglong@gmail.com or the Company's headquarters from 09:00 to 17:00 daily. For luggage incidents when disembarking, customers report immediately to staff at the drop-off point for recording.

Complaint processing time is usually from 3 to 7 working days from receiving sufficient necessary information; the Company notifies receipt within 3 working days from the date of receipt. This is not the time limit for the right to file a complaint. Details are implemented according to the Complaint Reception and Resolution Policy.

Article 19. Final Provisions

The Company has the right to:

· Inspect luggage when necessary

· Refuse to transport violating goods

· Adjust policy according to each operational period

Unregulated cases will be resolved by the Company based on:

· Current legal regulations

· Actual operating conditions

· Legal rights and interests of the Company

We wish you a safe journey!