338 TRAVEL COMPANY LTD
TRANSACTION TERMS
AND RIGHTS AND OBLIGATIONS OF THE PARTIES
Applicable to the company's services
1. Purpose and scope of adjustment
The Terms and Conditions of using this service (“Terms”) stipulate the principles of transactions, rights, obligations, and responsibilities between 338 TRAVEL COMPANY LTD (“Company”) and customers when scheduling, sending luggage – goods (“HLHH”), using services provided by the Company.
These Terms apply to all transactions conducted through the website, call centre, office, branches, Company personnel, authorized agents/partners, or other transaction channels announced by the Company.
Policies separately announced on the website, including Pricing and Payment Policy; Service Exchange, Cancellation, and Refund Policy; Personal Information Privacy Policy; Conditions of Service Use and Luggage Transport; Policy for Receiving and Resolving Feedback, Requests, Complaints, are integral parts of these Terms.
2. Basis of application and implementation principles
These Terms are established to clearly define the rights, obligations, and responsibilities of the Company and customers in the process of scheduling, sending goods - luggage, using transportation services, and related services provided by the Company.
The application of these Terms is based on the service policies publicly announced by the Company, agreements between the parties, and the current laws of Vietnam.
In case there is content that needs to be adjusted to comply with mandatory legal regulations, the Company will follow the current legal regulations and update the relevant content on the website or the Company's official information channels.
If a part of these Terms is no longer appropriate or cannot be applied in specific cases, the remaining content will continue to be effective within the scope consistent with legal regulations and the Company's service provision activities.
3. Acceptance of Terms
By accessing the website, scheduling, booking services, sending HLHH, making payments, confirming schedules, boarding, or continuing to use the services, customers confirm that they have been facilitated to access, have read, understood, and agree to be bound by these Terms.
In case customers book services for others or send HLHH to other recipients, customers are responsible for informing the user/recipient about the related conditions. The Company has the right to consider the person conducting the transaction as the valid representative for the parties involved in that transaction.
Customers who do not agree with these Terms have the right not to continue using the Company's services.
4. Conditions for customer service use
Customers commit to providing truthful, accurate, complete information, including full name, ID card, phone number, pick-up/drop-off point, passenger information, sender/recipient information, HLHH content, and other necessary information as reasonably requested by the Company.
Customers are responsible for carefully checking schedule information, pick-up/drop-off points, time, service prices, exchange/cancellation/refund conditions, and related notifications before confirming the transaction.
Customers are not allowed to use the service to perform illegal acts, disrupt public order, obstruct operations, affect traffic safety, property, legal rights, and interests of the Company, other passengers, or third parties.
The Company has the right to refuse service, temporarily suspend, cancel transactions, or request support from competent authorities in case customers violate the Terms, show signs of fraud, cause disturbances, threaten safety, or misuse the service.
5. Scheduling, service booking, and service confirmation
Scheduling/service booking is only considered complete when customers receive valid confirmation from the Company and, if prepayment is required, the Company records valid payment according to the instructions.
Schedules, running times, vehicles, bed/seat positions, pick-up/drop-off points, and travel times are estimated information for operation. The Company has the right to adjust if necessary to ensure safety, comply with traffic management, operating conditions, vehicle status, weather, objective incidents, or requests from competent authorities.
The Company will notify customers as soon as possible when there are significant changes directly affecting service use. Notifications can be made via phone, message, app, email, website, or contact channel provided by the customer.
In case the Company cannot provide the agreed service, customers can choose an alternative option mutually agreed upon or receive a refund corresponding to the part of the service not provided. Other responsibilities of the parties are resolved according to legal agreements and regulations.
If customers provide incorrect phone numbers, do not answer calls, do not respond, arrive late, arrive at the wrong pick-up point, or do not follow instructions, the Company is not responsible for missed schedules, loss of service use, or additional costs incurred.
6. Service prices, payment, and invoices/documents
Schedule costs, HLHH transportation costs, and related fees are applied according to the price list, program, time, schedule, luggage goods, operating conditions, and policies announced by the Company at the time of transaction.
Customers are responsible for paying in full, on time, with the correct transfer content, and through the payment channel guided by the Company. Any damages arising from customers transferring to the wrong account, entering incorrect content, paying to individuals/channels not announced by the Company, or failing to provide valid payment documents will be the customer's responsibility, except in cases of direct Company error.
Invoices, documents, or receipts are provided according to legal regulations and the Company's procedures. Customers are responsible for providing complete invoice issuance information within the time announced by the Company; in case of late or incorrect information, the Company will handle it according to practical capabilities and current legal regulations.
The Company has the right to adjust prices, surcharges, or payment conditions from time to time, but not affecting transactions already validly confirmed by the Company, except in cases of display errors, system errors, fraud, or other agreements with customers.
7. Schedule changes, cancellations, refunds, and service changes
Schedule changes, cancellations, refunds, or service information changes are carried out according to the policies announced by the Company at the time customers book services and according to the specific conditions of each schedule, peak/off-peak times, promotional programs, or scheduling methods.
The Company does not commit to changes, cancellations, or refunds in all cases. Change/cancellation/refund requests are only considered when customers meet all the conditions, deadlines, documents, and processes announced.
For promotional schedules, special program schedules, schedules booked through agents/partners, or schedules during peak periods, change/cancellation/refund conditions may be more restricted than regular schedules. Customers are responsible for checking conditions before confirming the transaction.
All refunds, if approved, will be made according to the method, timeframe, and receiving information verified by the Company. The Company is not responsible if customers provide incorrect refund account information.
8. Regulations for passengers
Passengers are responsible for being on time, at the correct pick-up point, carrying necessary documents if required, following the instructions of Company personnel, drivers, assistants, and safety regulations throughout the service use process.
Passengers are not allowed to carry prohibited items, flammable substances, hazardous substances, weapons, drugs, animals, or items prohibited/restricted from transport according to legal regulations or the Company's operating regulations.
Passengers are responsible for safeguarding money, documents, jewellery, electronic devices, valuable assets, compact personal belongings, and items carried on their person. The Company is not responsible for loss, misplacement, or damage to personal property unless direct Company error is proven.
The Company has the right to refuse transport or request passengers to leave the vehicle in case passengers are intoxicated, cause disturbances, threaten safety, do not follow instructions, show signs of legal violations, or seriously affect other passengers.
9. Regulations for Luggage Goods
Customers sending HLHH are responsible for truthfully and fully declaring the name of the goods, quantity, condition, characteristics, value of luggage goods if insurance/compensation is required, sender/recipient information, and special transport notes.
Customers must self-pack HLHH suitable for the nature of the goods, capable of withstanding transport conditions by passenger vehicle, loading, transshipment, and normal delivery and receipt. The Company has the right to refuse or request repacking for HLHH showing signs of being unsafe, fragile, perishable, leaking, odorous, oversized, overweight, or posing a risk to people, vehicles, and other luggage goods.
The Company does not accept transportation of prohibited goods, dangerous goods, illegal goods, goods of unknown origin, money, precious metals, gemstones, valuable documents, flammable goods, hazardous chemicals, live animals, goods requiring specialized preservation conditions, or other goods that the Company cannot safely transport, unless there is a written agreement and full legal conditions are met.
The Company has the right to inspect HLHH when necessary according to legal regulations, at the request of competent authorities, or when there is a basis to suspect HLHH violates regulations. Customers are responsible before the law and compensate the Company for any damages arising from false declarations, concealing information, sending prohibited goods, or improper packaging.
For HLHH not declared with value or without documents proving value at the time of sending, the Company's responsibility, if any, is only considered within the scope of direct, actual damages, with verified evidence, and according to the limit/compensation policy announced at the time of sending luggage goods. The Company is not obligated to accept values declared by customers after an incident if that value was not declared, confirmed, or proven valid at the time of sending.
10. Delivery and receipt of HLHH
Customers/recipients are responsible for checking the condition of HLHH, quantity, ticket code, sender/recipient information, and signing/confirming receipt at the time of delivery and receipt.
All complaints about missing items, incorrect items, external damage, or abnormal signs must be reported immediately at the time of receipt or within the complaint period announced by the Company for the Company to have a basis for checking, comparing camera footage, delivery notes, personnel, vehicles, and delivery data.
In case the recipient receives on behalf, receives through a third party, does not check upon receipt, or independently arranges delivery outside the Company's process, the Company has the right to limit or refuse responsibility for issues arising after HLHH has been properly handed over.
HLHH without a recipient, recipient unreachable, refusal to receive, or not collected within the notification period will be handled according to the Company's storage, fee collection, return, or other processing procedures in compliance with Company regulations and the law.
11. Limitation of Company's liability
Within the limits of the law, the Company is only responsible for direct, actual damages, proven valid, and arising from direct errors within the scope of services provided by the Company.
The Company is not responsible for indirect damages, expected profits, business opportunity losses, mental losses, costs arising from customers' independent agreements with third parties, or damages without clear evidence.
The Company is not responsible in cases of force majeure events; accidents/traffic incidents beyond reasonable control; natural disasters, epidemics, fires, congestion, roadblocks, traffic diversions, requests from state agencies; customer or third-party errors; customers providing incorrect information; customers violating the Terms, transport regulations, or Company instructions.
All support, goodwill, incentives, or flexible handling by the Company in each case should not be understood as the Company admitting fault or creating a precedent for mandatory application in other cases.
12. Information and transaction data confidentiality
The Company collects and processes customer information to confirm transactions, provide services, customer care, handle complaints, manage operations, ensure safety, and fulfil legal obligations.
Customers agree for the Company to use the contact information provided to send service notifications, schedule confirmations, change/cancellation/refund information, HLHH delivery notifications, and content directly related to the transaction.
The collection, use, storage, and protection of personal information are carried out according to the Privacy Policy announced by the Company and current legal regulations.
13. Intellectual property rights and website use
All trademarks, trade names, logos, images, interfaces, articles, data, designs, software, functions, and content on the website are legally owned by the Company or legally licensed to the Company.
Customers are not allowed to copy, extract data, modify, distribute, commercially exploit, impersonate, disrupt the system, unauthorizedly interfere with the website, or use the Company's content without written consent.
The Company has the right to temporarily suspend or terminate customer access in case of detecting violations, fraud, system attacks, unauthorized data use, or affecting the normal operation of the website.
14. Complaints and dispute resolution
Customers have the right to file complaints related to services through hotline, email, written documents, office/branch, or official contact channels announced by the Company.
When filing a complaint, customers need to provide complete information: full name, phone number, schedule code/booking code/luggage goods ticket code, time of occurrence, complaint content, images, documents, data, or related evidence if available.
The Company prioritizes resolving complaints in a spirit of negotiation, goodwill, based on transaction data, documents, service regulations announced, and legal regulations. In case complaints lack sufficient verification basis, are sent too late for data to be checked, do not belong to the Company's services, or show signs of fraud, the Company has the right to refuse processing or process within a suitable scope.
In case disputes cannot be resolved through negotiation, the parties have the right to bring the matter to competent authorities according to Vietnamese legal regulations. Unless otherwise required by law, the competent authority is the one where the Company is headquartered.
15. Temporary suspension, refusal, or termination of service provision
The Company has the right to temporarily suspend, refuse, or terminate service provision in cases: customers violate the Terms; do not pay on time; provide misleading information; engage in threatening, insulting, disruptive behaviour; send prohibited goods/goods not meeting conditions; exploit policies for profit; or when necessary to ensure safety, security, order, and operation.
The Company's refusal or termination of service provision in the above cases does not negate the right to require customers to pay incurred costs, compensate for damages, or bear responsibility according to legal regulations.
16. Amendments and supplements to the Terms
The Company has the right to amend and update these Terms to suit business activities, operational requirements, service policies, and legal regulations at each time.
Amended Terms are announced on the website and take effect from the time of announcement or another time specified in the update content.
Customers continuing to access the website, schedule, send HLHH, or use services after the Terms are updated is understood as customers accepting the updated content.
17. Rights and obligations of the parties when transacting on the website
The Company is the manager of the website xehunglong.com and the provider of services confirmed by the Company in transactions. Rights and obligations in this section are implemented along with specific terms of the policy set.
The Company publicly discloses service information, prices, usage conditions, how to book services, payment, exchange/cancellation/refund, and complaint reception; provides services according to confirmation; issues invoices, documents according to regulations; fulfils financial obligations, protects information, and resolves customer requests.
The Company has the right to collect money according to the announced price and accepted by customers; request necessary information to conduct transactions; handle violations, temporarily suspend, or refuse services according to announced conditions and within the scope allowed by law.
The Company applies operational measures, protects systems and information; checks, prevents violations; cooperates, provides information according to legitimate requests from competent authorities. Promotional information and applicable conditions are provided before customers confirm transactions.
Customers have the right to be provided with complete information; choose supported services and payment methods; check, request information correction before confirmation; receive transaction confirmation, invoices/documents; request service execution, data protection, handle feedback, and other rights according to the law.
Customers are obliged to provide necessary, accurate information; check confirmation content; pay according to the agreement; comply with transport conditions, safety instructions, and the law; not interfere unauthorizedly with the system or use the website to perform violations.
Before confirming service booking, customers check the itinerary, date, time, pick-up/drop-off points, type of service, quantity, cost, and exchange/cancellation conditions. When needing corrections, customers use the provided function or contact official channels. The Company confirms transaction content according to Section 5; sending requests is not confirmation completion if conditions in that section are not met.
When account functions are available, the Company may limit or temporarily suspend accounts showing signs of unauthorized access, fraud, or violation of announced obligations; notify reasons and contact handling methods, except where the law does not allow notification. This does not exclude the obligation to process transactions and legitimate rights that have arisen.
18. Contact information
338 TRAVEL COMPANY LTD
Address: 338 Tran Khat Chan, Hai Ba Trung, Hanoi.
Hotline: 0914 077 779.
Website: xehunglong.com.
Email: xehunglong@gmail.com
Time for receiving feedback, requests, complaints, and personal data requests: from 09:00 to 17:00 daily.
Business registration number: 0106766690
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