OUR CUSTOMER SERVICE POLICY

1. Our Vehicle: 

  • Vehicles shall follow periodic maintenance schedules in accordance with the manufacturer’s recommendations.
  • The Interior and exterior of the vehicles shall be clean and free from scratches or stains.
  • No stickers or labels shall be attached inside or outside the vehicle.
  • In the event that a vehicle is not available or not ready for use, a replacement vehicle of the same class or with equal or larger engine capacity shall be provided immediately.

2. Our Drivers:

  • Drivers have thorough knowledge of routes and operating areas, and are fully compliant with Vietnamese Traffic Laws and current traffic conditions.
  • Drivers possess professional driving experience and customer service skills.
  • Drivers are properly trained in Health, Safety, and Environment (HSE) regulations.
  • Drivers are able to communicate in English.
  • In case the assigned driver is unable to perform the service, a backup driver shall be arranged within 02 hours upon receiving notice.

3. Our Pricing Policy:

  • Price includes: Driver salary, fuel, maintenance, and insurance.
  • Price does not include: Road toll fees, ferry fees, parking fees, airport fees, and VAT.
  • The car rental price will be adjusted based on fuel prices at the time of rental.
  • The driver’s meals and accommodation expenses are fully covered by the driver and are not included in the rental price.
  • In case of requests beyond the original itinerary, any additional charges (if applicable) will be informed and confirmed with the passenger by our customer service staff prior to implementation.

  • Note:

         + Rental prices may vary during weekends, peak periods, public holidays, or Tet (Lunar New Year).

         + For short-term rentals, a half-day rate will apply when the usage duration is five (5) hours or less.

4. Payments:

  • Long-term Rentals

          + Monthly payment: Payment is made at the end of each month, within fifteen (15) days from the.                              invoice date (for long-term contract rentals).

          + Payment methods: Cash or bank transfer.

  • Short-term Rentals

    + Per-trip payment: Payment is made upon completion of the trip.

       + Payment methods: Cash or bank transfer.

5. Insurance: 

  • Vehicle Physical Damage Insurance

          Coverage limit: VND 20,000,000 per vehicle
          → Covers physical damage to the vehicle itself.

  • Personal Accident Insurance (for the driver, assistant driver, and passengers)

          Number of insured persons: 7 persons per vehicle
          Coverage amount: VND 10,000,000 per person per incident
          → Applies in the event of an accident resulting in injury or death to occupants of the vehicle.

  • Third-Party Liability Insurance

          Bodily injury: VND 100,000,000 per person per incident
          Property damage: VND 100,000,000 per incident
          → Compensates for bodily injury and property damage to third parties caused by the vehicle.

  • Passenger Liability Insurance

          Bodily injury: VND 100,000,000 per person per incident
          → Covers the vehicle owner’s liability toward passengers in the event of an accident.

6. Cancellation & Desposit Refund:

  • Long-term Rentals

          + The cancellation and deposit refund policy will be negotiated and agreed upon prior to signing the                         long-term car rental contract.

  • Short-term Rentals

          + Cancellation at least 3 days before the departure date: 25% cancellation fee based on the total trip                      value.

          + Cancellation 1 day before the departure date: 50% cancellation fee based on the total trip value.

          + The vehicle arrives but is not used: 100% of the total trip value will be charged.

          + Cancellation during the service period for the remaining days as per the quotation: 50% of the total                      value of the remaining days will be charged.