RIGHTS AND OBLIGATIONS OF THE PARTIES

01. Rights and Obligations of SHINING STAR INTERNATIONAL TRAVEL COMPANY LIMITED (Owner of website ssttravel.vn)

1.1. Rights of SST Travel

• Issue, amend, and publicize terms of use, transaction conditions, pricing policies, payment policies, service provision policies, cancellation/refund policies, privacy policies, and other operational regulations on the website.
• Post, update, modify information regarding services, sale prices, promotional programs, and applicable policies on the website in accordance with legal regulations.
• Provide, modify, update, or temporarily suspend services for system maintenance, upgrades, or at the request of competent state authorities.
• Censor, edit, standardize, hide, or refuse to publish tour/service information if the content is incomplete, inaccurate, does not meet SST Travel’s standards, or risks violating the law.
• Temporarily suspend sales, hide, or cancel products/services in case of full capacity, incorrect pricing, incorrect information, quality risks, requests from SST Travel’s service partners, force majeure events, or requests from competent state authorities.
• Refuse confirmation or cancel bookings if customers provide inaccurate information, cannot be contacted, fail to pay on time, transactions show signs of fraud, promotion abuse, or website term violations.
• Require customers to provide necessary information for booking services, payment verification, voucher issuance, travel formalities, cancellation/refund processing, or complaint resolution.
• Select, change, temporarily suspend, or terminate cooperation with SST Travel’s service partners when necessary to ensure quality, safety, legal compliance, or operational efficiency.
• Use transaction data, booking history, and valid documents for reconciliation, dispute resolution, and protection of the legitimate rights and interests of SST Travel, customers, and related parties.
• Request competent authorities to resolve violations of information security regulations and prohibited acts specified in the website’s operating policies.
• Collect service fees at the prices published at the time customers execute transactions.
• Own and protect all content, images, designs, trademarks, logos, data, and intellectual property objects on the website in accordance with the law. All unauthorized copying, use, or exploitation is strictly prohibited without written consent from SST Travel.

1.2. Obligations of SST Travel

• Publicize website owner information, transaction conditions, privacy policy, payment policy, pricing policy, service provision policy, cancellation/refund policy, and complaint resolution methods.
• Provide truthful, clear service information consistent with confirmed data or data directly built by SST Travel.
• Display important contents before customers make payments: service name, usage date, itinerary, price, inclusions/exclusions, surcharges, cancellation/modification conditions, guest count, contact information, and total payment amount.
• Confirm bookings, send booking codes/vouchers/service usage instructions after customers complete payment or fulfill reservation conditions for each service.
• Protect customers’ personal information and only share information with SST Travel’s service partners to the extent necessary for service provision.
• Receive, respond to, and support the processing of customer feedback, complaints, modification requests, cancellations, or refunds according to published procedures.
• Coordinate with SST Travel’s service partners to handle incidents arising before, during, and after the trip within SST Travel’s reasonable responsibility and control capacity.
• Store transaction records, booking codes, payments, vouchers, documents, communication history, and processing results for reconciliation, accounting, customer support, and legal requirements.
• Do not trade or publish services in prohibited sectors, violating intellectual property rights, untruthful, or causing serious confusion for customers.
• Ensure the website operates safely and stably; apply necessary technical and management measures to ensure information security, protect customer data and consumer personal information in accordance with the law.
• Provide full, truthful, and accurate information about services; ensure service quality according to published contents.
• Fully perform service provision obligations in accordance with agreements with customers and legal regulations.
• Provide valid invoices and documents (if any) in accordance with the law.
• Receive, process, and promptly resolve customer requests, feedback, and complaints based on transparency and openness.
• Perform tax obligations and other financial obligations in accordance with the law.

02. Rights and Obligations of Customers (Service Users)

2.1. Rights of Customers

• Be provided with necessary information regarding services prior to booking tours or making payments.
• Select tours, tickets, travel services, departure dates, guest counts, room types, surcharges, payment methods, and valid options displayed by the system.
• Receive booking confirmations, electronic vouchers, service usage information, and necessary support after completing payment/confirmation conditions.
• Request explanations regarding prices, surcharges, refund/cancellation policies, and conditions for using vouchers and discount codes.
• Submit feedback, complaints, support requests, or refund requests according to published policies and legal regulations.
• Have personal data protected and request to view, correct, restrict processing, or delete personal data within the permitted scope of law.
• Change, supplement, and update personal information, account information, and passwords.
• Have personal information and private information protected in accordance with legal regulations once users have provided accurate and complete personal information as required.
• Delete accounts and related data.
• Be provided with complete and accurate information on prices, payment policies, service provision methods, and transaction conditions prior to ordering.
• Select services, payment methods, and service provision methods offered by the website.
• Enjoy consumer rights under legal regulations if services are not provided according to confirmed information or if errors occur within SST Travel’s scope of responsibility.

2.2. Obligations of Customers

• Provide accurate, complete, and updated information when booking services: full name, phone number, email, departure date, guest count, nationality, identification documents, visas, special requests, and emergency contact information if necessary.
• Takedown personal responsibility for the validity of passports, visas, entry permits, health conditions, age requirements, insurance, and other personal documents required by destination countries, carriers, and SST Travel’s service partners.
• Pay fully and on time according to chosen methods and conditions of each booking.
• Carefully check information on confirmation emails, vouchers, booking codes, departure dates, pick-up points, assembly times, and passenger information; notify SST Travel immediately upon detecting errors.
• Arrive on time and at the correct location, comply with instructions from SST Travel, service partners, tour guides, drivers, carriers, hotels, tourist attractions, and legal regulations at the destination.
• Do not use the website, vouchers, discount codes, or SST Travel accounts to commit fraud, profiteering, spam, malware distribution, system attacks, or infringe upon the rights of others.
• Keep accounts, passwords, emails, phone numbers, booking codes, vouchers, and service confirmation documents confidential.
• Provide full and accurate evidence, information, and cooperate in good faith when complaints, disputes, refund requests, or disputes arise. Customers take responsibility for the accuracy of provided information.
• Registered account information must be truthful and accurate. If there are any changes or supplements to information, customers must update them immediately to ensure that current information is the newest, complete, and accurate, and customers bear full responsibility for all information provided.
• Notify SST Travel immediately of any unauthorized use of accounts and passwords or any actions breaching security systems.
• Comply with terms, transaction conditions, purchasing policies, and regulations published on the website.