338 TRAVEL COMPANY LIMITED

TERMS OF SERVICE
AND LUGGAGE TRANSPORTATION

Applicable to services across the entire system

I. GENERAL PROVISIONS

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 support and transfer 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 transport services, including:

· Booking itineraries

· Confirmation of transport itineraries

· Luggage transportation

· Checked luggage

· Hand luggage

· Related services during transportation

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

Article 2. Establishment of Transport Contract

The information provided by the passenger when registering to use the transport service is the official basis for performing the transport, 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 Transport

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

· Intoxication

· Use of stimulants

· Causing disorder

· Threatening staff or other passengers

· Vandalism

· Carrying prohibited goods

· Non-compliance with safety instructions

· Signs affecting the safety of the vehicle schedule

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. Arrival Time

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

The vehicle is entitled to depart on time according to the operational 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

The itinerary confirmation information is only valid for use when:

· Correct date

· Correct time

· Correct registered itinerary

· Correct user

The following cases are considered invalid:

· Passenger information does not match

· Itinerary booking information is altered without permission

· Itinerary confirmation expires

· No confirmation data on the system

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

Article 6. Service Change 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. Child Policy

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

Vehicle Line

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 accompany an adult, share a seat with an adult, and not use a separate bed/seat/position.

2. Each adult may accompany a maximum of 01 free child. For the second child and onwards, the Company reserves the right to apply 100% charge or arrange according to actual seat availability.

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

4. A child's height is determined at the time of boarding. Company staff have the right to check, compare, and apply the policy based on the child's actual height.

5. If passengers declare incorrect height, age, number of accompanying children, or do not notify before 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 for 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 inherent right applicable in all cases. The final decision is based on the vehicle line, the child's actual height, seat status, and actual operating conditions of the itinerary.

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 reserves the right to adjust transport time

· Change vehicles

· Transfer

· Adjust itinerary to suit actual operations

III. LUGGAGE REGULATIONS

Article 8. Luggage Classification

1. Hand Luggage

Hand luggage is self-managed by passengers throughout the journey.

2. Checked Luggage

Checked luggage is received, tagged, arranged, and transported by the Company according to the procedure.

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

· Has no identification information

is considered self-managed luggage.

The Company is not responsible for such cases.

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

10.1. Free Luggage Accompanying Passengers

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

· Maximum weight: 40kg/item/passenger

· Size 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. Hand Luggage

Each passenger may carry one small hand luggage, with a maximum weight of 7kg, within their bed/seat area or the position guided by staff.

Hand luggage is self-managed by passengers throughout the journey.

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

10.3. Oversized Luggage

Luggage is considered oversized if it falls into one 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 oversized luggage, the Company reserves the right to:

· Charge a surcharge based on reality; notify the amount and obtain customer consent before accepting the chargeable luggage.

· Require passengers to separate items, repack.

· Switch to separate cargo shipping.

· 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 size.

· Number of items.

· Bulky level.

· Luggage compartment occupancy.

· Risk of affecting other luggage.

In cases where luggage is light but bulky, the Company reserves the right to charge a surcharge based on size or occupancy level, not just weight.

Staff will notify the calculation basis and surcharge amount before the customer decides to send. Surcharges are not considered automatically accepted by the customer just because the luggage has been brought to the sending point.

10.5. Luggage Not Eligible for Transport

The Company reserves the right to refuse luggage if:

· Not properly packed.

· Has an unpleasant smell.

· Leaking water, oil, liquid.

· Poses a risk of dirtying, damaging the vehicle.

· Poses a risk to other passengers' luggage.

· Owner cannot be identified.

· Passenger does not agree to tag or declare information.

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

10.6. Passenger Responsibilities

Passengers are responsible for:

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

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

10.7. Luggage Acceptance Limits 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 allowance, the Company reserves the right to refuse or adjust the transport plan if the luggage is deemed unsuitable for the actual conditions of the vehicle's itinerary.

10.8. Unified Understanding

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

· Business goods.

· Goods for sale.

· Goods sent on behalf.

· Large quantity 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 Transport

1. Prohibited Goods

The Company does not accept transport of:

· Weapons

· Explosives

· Flammable substances

· Drugs

· Hazardous chemicals

· Prohibited goods by law

· Dangerous animals

· Goods with an odor 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 papers

· Assets with 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 assumed to be ordinary luggage

· The Company applies standard liability limits

· Requests to increase value after an incident are not accepted

Article 13. Fragile – Perishable Luggage

Includes:

· Glass items

· Electronic devices

· Seafood

· Fresh food

· Fresh flowers

· Ornamental plants

· Easily deformed goods

Customers must:

· Pack correctly

· Bear the risk of the goods' characteristics

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

· There is a dispute over ownership rights

Article 15. Lost – Forgotten Luggage

1. Lost Luggage Claims

Customers must check luggage upon receipt and immediately report to staff if they find missing, confused, damaged, or lost items when getting off the vehicle so that the Company can record the status, preserve evidence, and assist in handling.

Passengers must notify:

· Immediately upon getting off the vehicle

· Before leaving the drop-off area

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

Customers should notify immediately upon discovery and provide available information and evidence. The Company will receive and verify based on actual data; leaving the drop-off point does not automatically void the right to claim.

2. Forgotten Luggage

Forgotten luggage is stored for a maximum of 07 days.

After this period:

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

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

Article 16. Compensation Liability Limits

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 Value Declaration

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

2. Luggage With Value Declaration

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 incurred outside the transport scope

Article 17. Legal Value of System Data

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

· Vehicle camera

· Office camera

· Warehouse camera

· GPS data

· Itinerary 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 getting off the vehicle, customers report immediately to staff at the drop-off point for recording.

Complaint processing time is typically 03 to 07 working days from receiving sufficient necessary information; the Company notifies receipt within 03 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 to transport 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!