Terms of service and operating regulations

The e-commerce websites operating at the primary domain trip.express, the attached domain shan.voyage, and their associated mobile applications are legally owned, managed, and operated by:

• Corporate legal name: Trip Express Vietnam Company Limited (Công ty TNHH Trip Express Việt Nam)
• Enterprise registration and tax ID: 0402217820 (Initially registered on December 18, 2023, issued by the Department of Planning and Investment of Da Nang City)
• Registered headquarters: 210 Diep Minh Chau, Hoa Xuan Ward, Da Nang City, Vietnam
• Telephone hotlines: +84 888 724 777 / +84 982 066 001 | Official Emails: [email protected] / [email protected]

Legal Nature of the Platform: Trip Express operates as an online travel and mobility booking marketplace and authorized payment collection agent connecting Customers (Consumers) with independent third-party passenger transport operators, high-speed ferries, yacht charters, hotels, restaurants, event organizers, and experience providers (collectively referred to as "Suppliers"). Physical service execution, vehicle and vessel safety compliance, specialized operating licenses, statutory passenger insurance, and on-site service delivery are the direct legal responsibility of each independent Supplier.

Every transaction on trip.express is executed through a transparent five (05) step contract formation workflow in compliance with Articles 15 through 23 of Decree 52/2013/ND-CP:

• Step 1: Service search and selection: The Customer browses trip.express and selects the desired route, destination, experience, departure date and time, and passenger count.
• Step 2: Specification and all-inclusive price review: The platform displays complete Supplier details, itinerary specifications, inclusions, the all-inclusive price (already including VAT, tax invoice issuance, and platform service fees), and the governing cancellation policy tier.
• Step 3: Passenger manifest entry and order verification: The Customer enters required passenger identification details, contact email and phone number for E-Ticket delivery, and optional corporate tax invoice details for the fulfilling Supplier. A complete summary screen allows the Customer to review and amend all entries prior to payment.
• Step 4: Payment method selection and contract submission: The Customer selects an accepted payment method, acknowledges the General Transaction Terms, and clicks "Pay and Confirm Booking" to submit the reservation order.
• Step 5: Contract confirmation and e-ticket issuance: Immediately upon payment verification, Trip Express generates a unique Booking Reference and dispatches the official Electronic Ticket (E-Ticket) or Service Voucher (E-Voucher) to the Customer's email and "My Trips" dashboard, at which point the service contract becomes legally binding.

1. Rights of Trip Express:

• Require all Suppliers to submit valid Enterprise Registration Certificates, specialized transport or hospitality licenses, vessel safety certificates, and service quality commitments prior to listing on trip.express.
• Suspend, refuse, or cancel reservations exhibiting payment fraud, unauthorized ticket scalping, or violations of Vietnamese law.

2. Obligations of Trip Express:

• Publish complete, accurate disclosures regarding pricing, transaction conditions, data privacy, electronic ticket delivery, cancellation policies, and dispute resolution procedures in accordance with Ministry of Industry and Trade regulations.
• Vet Supplier listings continuously and promptly remove any offering that violates statutory licensing or safety requirements.
• Safeguard Customer payments under our collection agent escrow framework and act as the primary point of contact to receive and resolve all Customer complaints arising from platform transactions.

• Provide accurate, up-to-date schedule availability, transparent pricing, technical vessel or vehicle specifications, and cancellation rules on the partner management portal.
• Honor all confirmed E-Vouchers according to the exact seat class, cabin tier, and service standards booked by the Customer without levying any unauthorized on-site surcharges.
• Maintain valid statutory operating licenses, life-saving equipment, safety inspections, and mandatory civil liability and passenger insurance throughout service operations.
• Cooperate promptly with Trip Express to investigate incidents and reimburse Customers in the event of delays, cancellations, or service non-conformity.

1. Rights of Customers:

• Receive transparent pre-checkout disclosures on pricing, inclusions, and cancellation rules, and receive valid E-Tickets within the guaranteed delivery window.
• Enjoy strict protection of personal and payment data, inspect ticket details and on-site service quality at check-in, and receive dedicated mediation and refund protection when service standards are not met.

2. Obligations of Customers:

• Provide accurate full legal names, Citizen ID or Passport numbers, and contact details for all passengers; carry valid original identification documents and arrive at the designated boarding gate, marina, or check-in counter within the required check-in window stated on the E-Voucher (typically 15 to 45 minutes prior to departure).
• Comply with maritime, aviation, road safety regulations, port authority directives, and safety instructions issued by captains, drivers, or venue operators throughout the journey.

• AI concierge advisory: Itinerary suggestions, destination insights, and automated chat responses generated by the AI Concierge on trip.express are informational planning aids. Legally binding fares, real-time seat or cabin availability, departure schedules, and cancellation terms are determined exclusively by the Checkout summary screen and the issued E-Voucher.
• SHAN Privé credits and promotional vouchers: SHAN Privé loyalty credits (up to 2.0% on eligible transactions), referral rewards, and promotional vouchers are redeemable solely toward eligible bookings on trip.express, carry no cash withdrawal value outside the platform, and remain subject to anti-fraud verification.

• All platform software, user interfaces, itinerary databases, and the Trip Express, SHAN, SHAN Privé, DING OS, and OneUID trademarks are the protected intellectual property of Trip Express Vietnam Company Limited and its affiliates. Third-party carrier and partner names displayed on the platform belong to their respective owners and are used strictly for truthful service identification.
• Except where mandatory law prohibits limitation, Trip Express's aggregate liability for direct damages arising from any single booking shall not exceed the total transaction amount actually paid by the Customer for that booking.
• These Terms of Service and Operating Regulations are governed by and construed in accordance with the laws of the Socialist Republic of Vietnam.