338 TRAVEL COMPANY LTD.

TERMS OF SERVICE
AND LUGGAGE TRANSPORTATION

Applicable to services across the entire system

I. GENERAL REGULATIONS

Article 1. Scope of Application

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

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

· Booking itinerary

· Confirming transportation itinerary

· Luggage transportation

· Checked luggage

· Carry-on luggage

· Related services during transportation

When passengers book, pay, receive itinerary confirmation, or use the service, they are considered to have read, understood, and agreed to all current regulations of the Company.

Article 2. Establishment of Transportation Contract

The information provided by passengers when registering to use the transportation service is the official basis for 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 in their place

Article 3. Right to Refuse Transportation

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

· Intoxication

· Use of stimulants

· Causing disorder

· Threatening staff or other passengers

· Vandalizing property

· Carrying prohibited goods

· Not following safety instructions

· Showing signs affecting the safety of the vehicle itinerary

In such cases:

· Service fees already paid are non-refundable

· No support for arising costs

· The Company is not responsible for related damages

II. ITINERARY BOOKING & CONFIRMATION POLICY

Article 4. Time of Presence

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

The vehicle has the right to depart on time according to the operation schedule.

In case passengers arrive late:

· The itinerary booking confirmation automatically expires

· The Company is not responsible for refunds or itinerary adjustments

Article 5. Validity of Itinerary Booking Confirmation

Itinerary booking confirmation information is only valid when:

· On the correct date

· At the correct time

· According to the registered itinerary

· By the correct user

The following cases are considered invalid:

· The traveler's information does not match

· The itinerary booking information is altered without permission

· The itinerary confirmation has expired

· No confirmation data on the system

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

Article 6. Service Change and Cancellation Policy and Child Policy

Details on adjustments, changes, cancellations, and refunds are announced 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 type, the Company applies the following accompanying child policy:

Vehicle Type

Free for children (sharing with adults)

Children charged 100% (separate seat)

Limousine Cabin

Under 130 cm

From 130 cm and above

Traditional/Luxury

Under 110 cm

From 110 cm and above

Applicable Regulations

1. Children eligible for free travel must be accompanied by 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. In cases of accompanying more than one child, the Company reserves the right to apply a 100% charge or arrange according to actual seat availability.

3. If a child requires 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 do not notify in advance when booking, the Company reserves the right to adjust charges, require additional purchase, or refuse arrangement if no suitable position is available.

6. For safety reasons, the Company reserves the right to refuse allowing children to share a seat if deemed unsafe, affecting other passengers, or unsuitable with the actual operating conditions of the itinerary.

7. During holidays, peak periods, or itineraries 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 the Company's goodwill support policy, not an automatically applicable right in all cases. The final application decision is based on the vehicle type, the child's actual height, seat availability, and the actual operating conditions of the itinerary.

9. When passengers book, pay, or use the service, they are considered to have read, understood, and agreed with 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 reserves the right to adjust transportation time

· Change vehicles

· Transfer

· Adjust itinerary according to actual operation

III. LUGGAGE REGULATIONS

Article 8. Luggage Classification

1. Carry-on Luggage

Carry-on luggage is luggage that passengers self-manage throughout the journey.

2. Checked Luggage

Checked luggage is luggage accepted, tagged, arranged, and transported by the Company according to the process.

Article 9. Conditions for Accepting Checked Luggage

The Company is only responsible for luggage:

· With a luggage tag

· With an identification code

· With sender information

· Received directly by staff

Luggage:

· Without a tag

· Placed on the vehicle without permission

· Not declared

· Without identification information

is considered self-managed luggage.

The Company is not responsible for such cases.

Article 10. Regulations on Luggage Weight, Size, and Additional Fees

10.1. Free Luggage Accompanying Passengers

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

· Maximum weight: 40kg/item/passenger

· Size not exceeding 90*60*50cm

· Luggage must be neatly packed, not leaking, not emitting odour, not affecting other passengers, vehicles, or other luggage.

· Luggage must be handed over to the responsible staff for inspection, tagging, and loading onto 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 accepted the checked luggage and is not responsible for any loss, misplacement, confusion, or damage arising.

10.2. Carry-on Luggage

Each passenger is allowed to carry one small carry-on luggage, with a maximum weight of 7kg, within their bed/seat area or as guided by staff.

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

The Company is not responsible for money, phones, wallets, documents, jewellery, electronic devices, personal assets, or valuable items that passengers self-store, forget, drop, or misplace during the journey.

10.3. Luggage Exceeding Standards

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

· Heavier than: 40kg/item/passenger

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

· Bulky size.

· More than one item.

· Causes difficulty in arranging the luggage compartment.

· Poses a risk to other luggage or operational safety.

For luggage exceeding standards, the Company reserves the right to:

· Charge additional fees based on actual conditions; inform the customer of the amount and obtain their acceptance before accepting the chargeable luggage portion.

· Require passengers to separate items, repack.

· Switch to a separate cargo shipping method.

· Refuse transportation if it does not ensure safety or exceeds the vehicle's capacity.

10.4. Principles for Calculating Additional Fees

Additional luggage fees are applied based on one or more of the following bases:

· Actual weight.

· Actual size.

· Number of items.

· Degree of bulkiness.

· Capacity occupation of the luggage compartment.

· Risk of affecting other luggage.

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

Staff will inform the basis for calculation and the additional fee amount before the customer decides to send. Additional fees are 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 reserves the right to refuse accepting luggage if:

· Not packed according to standards.

· Emits an unpleasant odour.

· Leaks water, oil, or liquid.

· Poses a risk of dirtying or damaging the vehicle.

· Poses a risk to other passengers' luggage.

· Cannot determine ownership.

· Passengers refuse to tag or declare information.

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

10.6. Passenger Responsibilities

Passengers are responsible for:

· Self-checking luggage before handing it over to staff.

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

After passengers have retrieved their luggage and left the vehicle/drop-off point without immediate feedback at the time of receipt, the Company reserves the right to determine that the luggage has been fully and correctly delivered.

10.7. Luggage Acceptance Limitations Based on Actual Conditions

Luggage acceptance depends on:

· Type of vehicle.

· Number of passengers.

· Luggage compartment capacity.

· Actual operating conditions of each itinerary.

· Operational safety requirements.

Even if luggage is within the free limit, the Company reserves the right to refuse or adjust the transportation plan if it deems the luggage unsuitable for the actual conditions of the vehicle itinerary.

10.8. Unified Interpretation

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

· Business goods.

· Merchandise.

· Goods sent on behalf.

· Large quantities of goods.

· High-value goods.

· Goods requiring special storage conditions.

These cases must switch 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

· Narcotics

· Hazardous chemicals

· Goods prohibited by law

· Dangerous animals

· Goods with odours 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 of special value

If passengers intentionally send without declaration:

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 increased value claims after incidents

Article 13. Fragile – Easily Damaged Luggage

Includes:

· Glassware

· Electronic devices

· Seafood

· Fresh food

· Fresh flowers

· Ornamental plants

· Easily deformable goods

Customers must:

· Self-pack according to standards

· Assume risk due to the nature of the goods

The Company is not responsible for:

· Natural shrinkage

· Water leakage

· Deterioration

· Ordinary scratches

· Damage due to the natural characteristics of the goods

Article 14. Luggage Receipt

Passengers must:

· Check luggage immediately upon receipt

· Present tag/receipt when necessary

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

· Cannot prove the right to receive

· Information does not match

· Ownership disputes

Article 15. Lost – Forgotten Luggage

1. Lost Luggage Complaints

Customers must check luggage upon receipt and immediately report to staff if any shortage, mistake, damage, or loss is discovered when disembarking to allow the Company to record the status, preserve evidence, and assist with resolution.

Passengers must report:

· Immediately upon disembarking

· Before leaving the drop-off area

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

Customers should report 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 void the right to complain.

2. Forgotten Luggage

Forgotten luggage is stored for a maximum of 7 days.

After this period:

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

Costs for returning, storing, or transporting are borne by the passenger.

Article 16. Compensation Liability Limitations

The Company only considers compensation when:

· There is evidence of 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 does not exceed 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 evidence:

· Vehicle camera

· Office camera

· Warehouse camera

· GPS data

· Itinerary confirmation data

· Call centre data

· Messages

· Operation 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 upon disembarking, customers should immediately report to staff at the drop-off point for recording.

Complaint processing time is usually from 3 to 7 working days from the receipt of all necessary information; the Company notifies receipt within 3 working days from the date of receipt. This is not a time limit for the right to file a complaint. Details are implemented according to the Policy on Receiving and Resolving Feedback, Requests, and Complaints.

Article 19. Final Provisions

The Company reserves the right to:

· Inspect luggage when necessary

· Refuse transportation of violating goods

· Adjust policies according to each operational period

Unregulated cases will be resolved by the Company based on:

· Current legal regulations

· Actual operating conditions

· The Company's legitimate rights and interests

We wish you a safe journey!