338 TRAVEL COMPANY LIMITED
TERMS OF TRANSACTION
AND RIGHTS AND OBLIGATIONS OF THE PARTIES
Applicable to the company's services
1. Purpose and scope of regulation
These Terms and Conditions of service use (“Terms”) set out the principles of transaction, rights, obligations, and responsibilities between 338 TRAVEL COMPANY LIMITED (“Company”) and customers when scheduling, sending luggage – goods (“LGG”), using services provided by the Company.
These Terms apply to all transactions conducted through the website, hotline, office, branches, personnel of the Company, authorized agents/partners, or other transaction channels announced by the Company.
Policies separately announced on the website, including Pricing and Payment Policy; Service Change, Cancellation, and Refund Policy; Personal Information Privacy Policy; Service and Luggage Transport Conditions; Policy for Receiving and Resolving Feedback, Requests, Complaints, are an integral part of these Terms.
2. Basis of application and principles of implementation
These Terms are established to clearly define the rights, obligations, and responsibilities of the Company and customers during 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 publicly announced service policy of 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 provisions, the Company will follow the current legal regulations and update the relevant content on the website or the Company's official information channels.
If part of the content 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 LGG, making payments, confirming schedules, boarding, or continuing to use the service, 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 LGG for another recipient, 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, LGG 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 price, change/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, suspend, cancel transactions, or request support from competent authorities in case customers violate the Terms, show signs of fraud, cause disturbances, threaten safety, or use the service for improper purposes.
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 as instructed.
Schedules, departure 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. Notification 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 plan agreed upon by both parties or receive a refund corresponding to the portion of the service not provided. Other responsibilities of the parties are resolved according to legal agreements and regulations.
In case customers provide the wrong phone number, 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 rights, or incurred costs.
6. Service price, payment, and invoice/documents
The schedule cost, LGG transportation cost, 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 making full, timely payments, with correct transfer content and through the payment channel instructed 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 not providing valid payment documents will be the customer's responsibility, except in cases of direct error by the Company.
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 provision, the Company handles it according to actual capabilities and current legal regulations.
The Company has the right to adjust prices, surcharges, or payment conditions at different times, but not affecting transactions that have been validly confirmed by the Company, except in cases of display errors, system errors, fraud, or other agreements with customers.
7. Schedule change, cancellation, refund, and service change
Schedule change, cancellation, refund, or service information change is carried out according to the policy announced by the Company at the time customers book the service and according to the specific conditions of each schedule, peak/off-peak time, promotional program, or scheduling method.
The Company does not commit to change, cancel, or refund in all cases. Change/cancellation/refund requests are only considered when customers meet all conditions, deadlines, documents, and processes announced.
For promotional schedules, schedules under special programs, 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.
Any refund, if accepted, will be made according to the method, deadline, and payment 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 the Company's personnel, drivers, assistants, and safety regulations throughout the service use process.
Passengers are not allowed to bring prohibited goods, explosives, hazardous substances, weapons, drugs, animals, or items prohibited/restricted from transportation according to legal regulations or the Company's operating regulations.
Passengers are responsible for self-preservation of money, documents, jewelry, electronic devices, valuable assets, small personal belongings, and items carried with them. The Company is not responsible for loss, misplacement, or damage to personal property unless direct fault of the Company can be proven.
The Company has the right to refuse transportation 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 LGG are responsible for truthfully and fully declaring the name of goods, quantity, condition, characteristics, value of luggage goods if there is a request for assurance/compensation according to value, sender/recipient information, and special transportation notes.
Customers must self-pack LGG suitable to the nature of the goods, able to withstand transportation conditions by passenger vehicle, loading, transshipment, and normal delivery. The Company has the right to refuse to accept or request repacking for LGG 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 unclear origin, money, gold, precious stones, valuable documents, easily flammable goods, hazardous chemicals, live animals, goods requiring special 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 LGG when necessary according to legal regulations, at the request of competent authorities, or when there is a basis to suspect LGG violates regulations. Customers are responsible before the law and compensate the Company for any damages arising from false declarations, information concealment, sending prohibited goods, or improper packaging.
For LGG not declared for 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 damage, with verified evidence, and according to the limit/compensation policy announced at the time of sending luggage goods. The Company is not obliged to accept the value declared by customers after an incident has occurred if that value was not declared, confirmed, or validly proven at the time of sending.
10. Delivery and receipt of LGG
Customers/recipients are responsible for checking the condition of LGG, quantity, ticket code, sender/recipient information, and signing/confirming receipt at the time of delivery.
Any feedback on missing items, wrong items, exterior damage, or unusual 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 cameras, delivery tickets, personnel, vehicles, and delivery data.
In case the recipient receives on behalf, receives through a third party, does not check upon receipt, or independently agrees to delivery outside the Company's process, the Company has the right to limit or refuse responsibility for any issues arising after the LGG has been validly handed over.
LGG without a recipient, the recipient cannot be contacted, refuses to receive, or does not come to receive within the notification period will be handled according to the storage process, incurred fees, return, or other handling appropriate to the Company's regulations and the law.
11. Limitation of the Company's liability
Within the limits allowed by law, the Company is only responsible for direct, actual damage, validly proven, and arising from direct fault within the scope of services provided by the Company.
The Company is not responsible for indirect damage, expected profits, business opportunity losses, mental losses, costs arising from customers' independent agreements with third parties, or damage 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, road closures, traffic management requests from state agencies; customer or third-party errors; customers providing incorrect information; customers violating the Terms, transportation regulations, or the Company's instructions.
Any support, goodwill, incentives, or flexible handling by the Company in each case should not be understood as the Company admitting fault or creating a mandatory precedent for other cases.
12. Information security and transaction data
The Company collects and processes customer information for the purpose of confirming transactions, providing services, customer care, handling complaints, managing operations, ensuring safety, and fulfilling legal obligations.
Customers agree for the Company to use the contact information provided to send service notifications, schedule confirmations, change/cancellation/refund information, LGG delivery notifications, and content directly related to transactions.
The collection, use, storage, and protection of personal information is carried out according to the Personal Information 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 the legal property of the Company or legally licensed to the Company.
Customers are not allowed to copy, extract data, modify, distribute, commercially exploit, impersonate, disrupt the system, illegally interfere with the website, or use the Company's content without written consent.
The Company has the right to temporarily suspend or terminate customers' access in case of detecting violations, fraud, system attacks, illegal 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 the 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/LGG 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, announced service regulations, and legal regulations. In case a complaint lacks sufficient verification basis, is sent too late making data uncheckable, does not belong to the Company's services, or shows signs of fraud, the Company has the right to refuse to handle or handle within the appropriate scope.
In case disputes cannot be resolved through negotiation, the parties have the right to bring the case to the competent authority according to Vietnamese law. Unless otherwise required by law, the competent authority for resolution is the authority 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 false information; have threatening, insulting, disruptive behavior; send prohibited goods/goods not meeting conditions; exploit policies for profit; or necessary cases 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 request customers to pay incurred costs, compensate for damages, or be responsible according to legal regulations.
16. Amendment, supplementation of Terms
The Company has the right to amend, update these Terms to suit business activities, operational requirements, service policies, and legal regulations at each time.
The amended Terms are announced on the website and take effect from the time of announcement or another time specified in the updated content.
Customers' continued access to the website, scheduling, sending LGG, or using 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 is the provider of services confirmed by the Company in the transaction. Rights and obligations in this section are implemented along with the specific terms of the policy set.
The Company publicly announces service information, prices, usage conditions, how to book services, payment, change/cancellation/refund, and complaint reception; provides services according to confirmation; issues invoices, documents according to regulations; fulfills 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 the system and information; checks, prevents violations; coordinates, provides information upon legal request 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 services and payment methods being supported; check, request information correction before confirmation; receive transaction confirmation, invoices/documents; request service execution, data protection, feedback handling, and other rights according to law.
Customers have the obligation to provide necessary, accurate information; check confirmation content; pay according to the agreement; comply with transportation conditions, safety instructions, and law; not illegally interfere with the system or use the website to perform violations.
Before confirming service booking, customers check the itinerary, date, time, pick-up/drop-off point, service type, quantity, cost, and change/cancellation conditions. When needing adjustments, customers use the provided function or contact the official channel. The Company confirms transaction content according to Section 5; sending a request is not a complete confirmation if conditions in that section are not met.
When there is an account function, the Company may limit or temporarily suspend accounts showing signs of unauthorized access, fraud, or violation of announced obligations; notify the reason and how to contact for handling, unless the law does not allow notification. This does not exclude the obligation to handle transactions and legal rights that have arisen.
18. Contact information
338 TRAVEL COMPANY LIMITED
Address: 338 Tran Khat Chan, Hai Ba Trung, Hanoi.
Hotline: 0914 077 779.
Website: xehunglong.com.
Email: xehunglong@gmail.com
Reception time for feedback, requests, complaints, and personal data requests: from 09:00 to 17:00 daily.
Business registration number: 0106766690
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