01. Address of the Information Collection and Management Unit

• Company Name: SHINING STAR INTERNATIONAL TRAVEL COMPANY LIMITED
• Address: 57 Le Thi Hong Gam, Ben Thanh Ward, Ho Chi Minh City
• Phone Number: (+84) 707260119
• Email: operate@ssttravel.vn

02. Purpose and Scope of Information Collection

2.1. Purpose of Information Collection

The website ssttravel.vn collects customer information to:

• Create, manage, confirm, and execute bookings for tours, sightseeing tickets, transportation services, hotels, experience services, combos, or related travel services.
• Contact and confirm when customers establish transactions on ssttravel.vn;
• Process payments, verify transactions, perform bank reconciliation, handle refunds, process service cancellations, manage vouchers, and handle related accounting operations;
• Transfer necessary information to SST Travel’s domestic and international service partners to secure bookings, confirm services, arrange transportation, accommodation, sightseeing tickets, insurance, tour guides, or support destination incidents;
• Contact and resolve issues with customers in special cases;
• Manage the ssttravel.vn website, send updates about the website, promotional programs, and appreciation offers to customers;
• Prevent disruptive activities targeting user accounts or fraudulent activities;
• Manage, analyze, and evaluate data to build appropriate sales and customer service policies;
• Detect, troubleshoot, and fix errors in provided services, and develop new technology features;
• Process customer payments and detect fraud in both payments and service usage;
• Receive information, feedback, suggestions, and complaints from customers to improve the service quality of ssttravel.vn;
• Refrain from using members’ personal information for purposes other than confirmation and communication related to transactions at ssttravel.vn;
• Comply with legal requirements: SHINING STAR INTERNATIONAL TRAVEL COMPANY LIMITED is responsible for cooperating and providing personal member information upon request from judicial authorities (Procuracy, Court, Investigative Police Agency).

2.2. Scope of Information Collection

Personal information is collected based on voluntary declarations by customers. Depending on the time, collected information includes:

• Basic Identification Information: Full name, gender, date of birth, phone number, email, contact address, country/region of residence, preferred language;
• Service Booking Information: Full name, Email, Phone number, Pick-up point, Contact method (WhatsApp, WeChat, Skype, KakaoTalk), Trip itinerary;
• Passenger Information: Full name as per passport, passport number, issue/expiry date, nationality, date of birth, visa, emergency contact, insurance;
• Payment Information: Method, amount, currency, transaction code, timestamp, status, transfer, refund, voucher history (SST Travel does not store full bank card numbers through third-party payment gateways);
• Technical & Communication Information: IP address, device, browser, cookies, system logs, emails, messages, support call recordings.

03. Scope of Information Use

Users’ personal information is used for the main purposes:

• Contacting to confirm transactions and provide services to users upon request;
• Providing service information, sending marketing emails, promotions, and website activity notifications;
• Contacting and resolving special cases, or when legally requested by judicial authorities;
• Storing transaction history, transaction values, and payment methods to resolve issues arising in the future.

04. Information Storage Period

• Stored on internal systems during the course of providing services until the collection purpose is fulfilled or upon customer request for deletion.
• Booking information, payments, invoices, and documents are stored in accordance with legal regulations on accounting, tax, electronic transactions, and tourism.
• Data may be stored with restrictions to prevent fraud, protect legitimate rights, or resolve disputes.

05. Organizations and Individuals That May Access Personal Information

• SST Travel’s management, customer care, sales, technical, and accounting departments;
• Domestic and international partners bound by contracts to perform partial services (tour operations, accommodation, transportation, online payment partners, technical infrastructure, SMS, email, CRM);
• Competent state authorities upon legal request;
• Commitment not to sell, exchange, or lease personal information for unauthorized commercial purposes.

06. Security Measures for User Information and Data

• Control system access rights, limiting personnel accessing data according to job scope;
• Maintain access logs, data modification logs, payment logs, and booking logs for auditing and fraud prevention;
• Regularly review and update security measures and require partners to commit to information security;
• Users are responsible for safeguarding their account information and promptly notifying us upon detecting data leakage risks.

07. Methods and Procedures for Viewing and Editing Data

Customers have the right to check, view, update, or correct their personal information by contacting directly via Phone: (+84) 707260119 or Email: operate@ssttravel.vn. We will verify identity and support processing within a reasonable timeframe as prescribed.

08. Requests for Deletion, Cancellation, or Restriction of Data Processing

Customers have the right to submit requests for deletion, cancellation, or restriction of data processing via Phone (+84) 707260119 or Email operate@ssttravel.vn. SST Travel reserves the right to refuse in cases where data must be retained per legal obligations or to serve dispute resolution and protect legitimate rights.

09. Receipt and Resolution of Complaints

The complaint handling process consists of 4 steps:

• Step 1: Receive requests/complaints from customers via Phone or Email.
• Step 2: Verify information and assess the scope of the incident within 03 working days.
• Step 3: Process and propose a resolution plan within a minimum of 07 working days.
• Step 4: Remedy the incident and protect user rights.

10. Information Security Commitment & Customer Rights

SST Travel commits to strictly complying with collection purposes, applying safe technical measures, and supporting customers in exercising their full rights to access, correct, opt out of advertising, or complain about personal data.

11. Policy Changes & Contact Information

The Privacy Policy may be modified or supplemented from time to time and takes effect immediately upon posting on ssttravel.vn. For any inquiries, please contact:

• SHINING STAR INTERNATIONAL TRAVEL COMPANY LIMITED
• Address: 57 Le Thi Hong Gam, Ben Thanh Ward, Ho Chi Minh City
• Hotline: (+84) 707260119
• Email: operate@ssttravel.vn

01. Resolution Mechanism

Any complaints and disputes arising in connection with the customer’s booking and use of services shall first be resolved through negotiation between the Customer and SST Travel. All complaints shall be reviewed on the basis of information published on the website, booking confirmations, vouchers, policies of each service, payment vouchers, system data, feedback from SST Travel’s service providers (if any), and applicable legal regulations.

SST Travel acts as the focal point for receiving and coordinating the verification of the incident. In the event that the issue involves a service provider, SST Travel will assist the customer in working with the provider to handle the matter in accordance with the applicable policy.

In the event of an incident caused by an error on ssttravel.vn, we will immediately implement necessary measures to protect the customer’s rights. If an agreement cannot be reached, the customer has the right to submit a request to competent state authorities or a Court in accordance with the law.

02. Methods for Receiving Feedback, Requests, and Complaints

Customers can submit complaints to request ssttravel.vn to resolve them through the following methods:

• Method 1: Call the phone number: (+84) 707260119 or contact via email: operate@ssttravel.vn
• Method 2: Send directly to the following address: 57 Le Thi Hong Gam, Ben Thanh Ward, Ho Chi Minh City

03. Order and Procedures for Receiving and Handling Feedback, Requests, and Complaints

Step 1: Submitting a Complaint

Customers send complaints regarding services or unfulfilled rights to ssttravel.vn via the methods specified above.

Step 2: Receiving and Processing the Complaint

ssttravel.vn will receive customer complaints and proceed to verify the information within 03 working days from the date of receipt.

Step 3: Resolution & Feedback to Customers

Expected resolution timeframe:

• No more than 07 working days for common and standard issues, such as feedback on customer care service quality; faulty services provided; or service quality differing from the description.
• No more than 10 working days for complex issues requiring multi-party verification or depending on verification results from related units.

ssttravel.vn will make every effort to verify information and resolve complaints quickly and promptly to ensure customer rights. In cases beyond the capability and authority of ssttravel.vn, we will request the Customer to bring the matter to competent state authorities for resolution in accordance with the law.

04. Measures and Supporting Tools for Resolving Feedback, Requests, and Complaints

To support the resolution of feedback, requests, and complaints, ssttravel.vn applies one or more of the following measures:

• Storing transaction history information on the system;
• Storing the contents of exchanges between parties;
• Checking documents, invoices, and related materials;
• Receiving and storing evidence provided by customers;
• Assigning specialized departments to receive and handle the issues;
• Archiving resolution records for inspection and reconciliation when necessary.

05. Basis and Process for Making Resolution Decisions

The results of resolving feedback, requests, or complaints are reviewed by ssttravel.vn based on:

• Information provided by customers and related parties;
• Data stored on ssttravel.vn’s system;
• Transaction history;
• Contracts, terms of use, and policies published on the website;
• Current legal regulations;
• Other legal documents and evidence.

The resolution decision is made after ssttravel.vn completes the verification and evaluation of all related dossiers.

If the parties do not agree with ssttravel.vn’s resolution results, they have the right to continue negotiations or request competent state authorities to resolve the matter in accordance with the law.

01. Scope of Application

This policy regulates price listing and application for services provided on ssttravel.vn to ensure openness, transparency, and compliance with legal regulations.

02. Service Price Listing Policy

1. Service prices (if any) listed on the website are directly decided and published by SHINING STAR INTERNATIONAL TRAVEL COMPANY LIMITED.
2. Prices are displayed in the currency specified on the website/quotation and include Value Added Tax (VAT):
   • Some international tours or overseas services have base prices in USD or other foreign currencies; SST Travel may convert them into VND for customers’ convenience in tracking and payment.
   • Conversion exchange rates may be updated according to the system, banks, payment gateways, or SST Travel’s internal policies at specific times.
   • The displayed VND price is the official payment price if the system requires payment in VND. Simultaneously displayed foreign currency prices are for reference only unless stated as the primary payment unit.
3. The price of each service is clearly displayed on the website before customers proceed to purchase the service.
4. The website publicly discloses all costs that customers must pay, including:
   • Service prices applicable to specific departure dates, guest counts, and age groups.
   • Surcharges applicable to holidays, Tet, weekends, or single rooms (if any).
   • Other incurred costs (if any).
5. Before customers complete a transaction, the system will display the total amount to be paid, including all mandatory fees. Users are not required to pay any additional fees beyond the price displayed at the time of transaction confirmation. If a user’s bank or card-issuing organization charges separate transaction fees, those fees shall be borne by the user according to the bank’s policy.

03. Price Application

1. The price applied to customers is the price displayed on the website at the time customers complete purchasing the service and it is confirmed by the system.
2. Once a transaction is successfully confirmed, SHINING STAR INTERNATIONAL TRAVEL COMPANY LIMITED will not arbitrarily change the price of the established transaction, except for the following cases:
   • With the customer’s consent;
   • At the request of competent state authorities;
   • Force majeure events or technical errors directly affecting price display that are permitted for adjustment by law.

04. Price Adjustment

1. SHINING STAR INTERNATIONAL TRAVEL COMPANY LIMITED reserves the right to adjust service prices to align with business policies, promotional programs, or market fluctuations.
2. Price adjustments shall not affect transactions successfully booked by customers and confirmed by the system, unless otherwise agreed by both parties or prescribed by law.

05. Handling Price Display Errors

In case of technical errors or obvious pricing discrepancies, SST Travel will notify customers prior to booking confirmation, allowing them to choose between paying the correct price or canceling to receive a 100% refund (Please see detailed information in the Service Termination and Refund Policy).

01. Payment Methods

• Bank transfer according to account information published or provided by SST Travel during the booking process.
• Payment via card or secure payment gateways/links provided by SST Travel.
• Payment using vouchers, discount codes, or promotional balances if customers have them and applicable conditions permit.
• Other payment methods officially published on the website or confirmed by SST Travel via valid writing, email, or message.

02. Payment Steps

1. Customer selects services and provides information;
2. SST Travel checks availability and sends a quotation/order summary;
3. Customer checks information, reads, and agrees to the policies;
4. Customer makes payment according to instructions;
5. SST Travel reconciles and issues booking confirmation/voucher.

03. Timing, Payment Amount, and Transaction Fees

Timing and Payment Amount: Unless otherwise specified in the quotation or confirmation, customers must pay 100% of the booking value to hold spaces. For deposit methods, the remaining balance must be paid on time; overdue payments will allow SST Travel to release the service after notice.

Transaction Fees: Bank fees, foreign exchange conversion fees, card fees, or intermediary payment fees (if any) shall be borne by the customer unless notified as included. The amount actually received by SST Travel must match the exact required payment value.

04. Security and Safety in Payment

SST Travel never requests passwords, OTP codes, PIN codes, or full card security information via email or message. Customers must notify immediately if unusual payment requests are detected. SST Travel commits to applying necessary measures to ensure safety and information security during payment processes on ssttravel.vn.

4.1. Security of Payment Information

• Customer payment information is transmitted via encrypted connections and security measures applied to limit the risk of unauthorized access.
• Transaction authentication is performed according to methods stipulated by banks at specific times (including but not limited to OTP, Smart OTP, or other legal authentication forms).

4.2. Storage of Payment Information

• SST Travel does not collect or store bank card information or user bank account login details.
• In case customers choose to save payment methods for future transactions, the website only stores tokens (Identifiers);
• The website only stores necessary information serving reconciliation and transaction management such as order codes, transaction codes, payment times, payment methods, and payment statuses.

4.3. Customer Responsibilities

To ensure safety during the payment process, customers have the responsibility to:

• Keep account information, passwords, OTP codes, and transaction authentication methods confidential.
• Do not provide payment authentication information to any organization or individual, except when executing transactions through banks or legitimate Payment Gateway Partners.
• Carefully check order information, payment values, and recipient details before confirming transactions.
• Notify SST Travel or the bank immediately upon discovering signs of abnormal transactions or suspected unauthorized access.

4.4. Handling Payment Incidents

In case of detecting signs of fraud, unauthorized access, abnormal transactions, or requests from competent state authorities, SST Travel reserves the right to temporarily refuse or suspend transaction processing to conduct verification to protect the legitimate rights and interests of customers as well as the company.

SST Travel commits to complying with Vietnamese legal regulations on electronic transactions, cashless payments, personal data protection, and related legal provisions during the reception, processing, and security of customers’ payment information.

01. Method of Service Provision

SST Travel provides a platform for customers to search, select, book, and pay for travel services such as tours, sightseeing tickets, experience services, transportation, hotels, combos, or related services.

Services may be directly organized/operated by SST Travel or performed in cooperation with service partner suppliers. SST Travel acts as the focal point for booking support, confirmation, customer care, and coordinating the handling of arising issues.

Detailed information for each service is published on the service page or within the voucher/confirmation email.

In case of other changes due to force majeure events, technical errors, system errors, etc., we will discuss and negotiate with customers on the basis of respect and goodwill in accordance with the needs and capabilities of both parties.

02. Conditions and Restrictions in Service Usage

2.1. Scope of Application

These conditions apply to customers booking services directly with SST Travel via website, email, hotline, WhatsApp, or official direct sales channels. For bookings made through intermediary platforms/OTAs, the conditions displayed and accepted by customers on those platforms shall take precedence.

2.2. Customer Information Required

Customers must fully and accurately provide information including: full name as per passport/identification document, date of birth when requested, nationality, phone number, email, service usage date, pick-up/drop-off point, number of guests, and special requests. SST Travel is not responsible for costs or disruptions arising from inaccurate, incomplete, or delayed information from the customer. Customers are responsible for checking the information provided.

Customers are responsible for reading and complying with the regulations and policies of the website throughout the service usage period.

2.3. Timeframe and Validity of Service Usage

Submitting a form, clicking “Book Now”, receiving a quotation, or receiving a payment link does not automatically constitute a confirmed service booking. A booking is only confirmed when SST Travel checks availability, receives the required payment/deposit, and issues a booking confirmation.

Customers are entitled to use the service within the timeframe corresponding to the purchased service. Users cannot change the service usage time except in cases of SST Travel’s error and/or agreement between the customer and SST Travel.

Itineraries, inclusions/exclusions, child policies, surcharges, health requirements, cancellation/modification deadlines, and notes on the tour page, quotation, or booking confirmation form part of the agreement.

2.4. Booking Confirmation

• Valid Confirmation: A booking is considered confirmed when the customer receives an email, message, or voucher with a booking code from SST Travel. The confirmation must display at least the service name, departure date, number of guests, pick-up point, and payment status.
• Processing Time: SST Travel endeavors to respond promptly. Last-minute bookings, peak season bookings, or services requiring supplier confirmation are only valid after SST Travel notifies availability. If unavailable, SST Travel will propose alternative options or a refund.
• Inspection Responsibility: Upon receiving confirmation, customers must carefully check the full name, departure date, number of guests, room type, pick-up point, itinerary, and special requests. Any discrepancies must be reported immediately; modifications may incur fees from the supplier.

Notes:

SST Travel is not responsible for cases where customers cannot use the service due to:

• Providing inaccurate, untimely, or incomplete information;
• Failing to follow proper booking or payment procedures;
• Failing to meet service booking conditions per website regulations.

Certain types of services, promotional programs, or special rates may apply separate conditions regarding:

• Non-refundable or non-cancellable terms;
• Non-changeable service usage times;
• Non-transferability to others;
• Other restrictions per website policy.

SST Travel reserves the right to refuse service provision or temporarily suspend transaction processing in cases of:

• Detected signs of fraud, forgery, or legal violations;
• Customers using illegal payment information;
• Non-compliance with website policies;
• Technical failures, force majeure events, or requests by competent state authorities.

03. Exchange or Adjustment of Booked Services

3.1. Customer Requests

Requests for date changes, name changes, itinerary updates, guest counts, room types, pick-up points, or services must be submitted in writing. Changes depend on availability and confirmation by SST Travel. Customers shall bear price differences, change fees, and non-refundable costs.

3.2. Necessary Operational Modifications

SST Travel may adjust the sightseeing order, departure time, transportation, pick-up point, or supplier due to traffic, weather, safety, regulatory requirements, or operational conditions, provided that the overall benefits of the customer are not significantly diminished.

3.3. Booking Transfer

Changing the service user is only accepted if permitted by the supplier and documents/tickets have not been issued under the old name. The replacement person must meet all participation conditions, and the customer bears all arising costs.

04. Service Inspection and Confirmation Prior to Payment

Prior to the final payment step, customers are provided with full detailed information regarding tour names, dates, prices, surcharges, and cancellation/modification terms. Completing payment means the customer has read, understood, and agreed to all terms and conditions of SST Travel.

05. Customer Support

During service usage, customers can contact ssttravel.vn via support channels published on the website to receive guidance, answers, or assistance in handling issues related to booking and service usage.

01. Scope of Application

• Applies to services booked by customers via ssttravel.vn, including tours, sightseeing tickets, experience services, transportation, hotels, combos, electronic vouchers, and related travel services.
• Specific policies for each service may vary depending on departure dates, price types, promotional programs, operational conditions, and published policies at the time of booking.
• If the service page, voucher, or confirmation email contains separate cancellation/refund conditions, those separate conditions shall take precedence to the extent not contrary to the law.

02. Cases of Service Termination

• Specific cancellation conditions published on the product page, quotation, or booking confirmation shall take precedence.
• Cancellation time is calculated from the moment SST Travel receives a written request via email or official channels, based on local time at the service starting point.
• Customers proactively cancel services prior to the usage date.
• Customers request date/service changes that cannot be fulfilled, and both parties agree to cancel the booking.
• Customers fail to meet service usage conditions such as documentation, visas, health, age, assembly time, or safety requirements.
• SST Travel or its service partners cannot perform services due to overbooking, insufficient minimum guests, operational changes, business cessation, or force majeure.
• Transactions show signs of fraud, illegal payment methods, abuse of discount codes/vouchers, or violations of website terms.
• Services cannot be performed due to requests from state authorities, natural disasters, epidemics, bad weather, wars, strikes, or events beyond control.

03. Refund Policy

3.1. Refund Conditions

• Services cannot be exchanged or substituted.
• If services cannot be performed due to faults of SST Travel or the supplier, customers are entitled to choose equivalent replacements, date changes, or refunds.
• In case of force majeure, SST Travel prioritizes supporting date postponements or refunding recoverable costs after deducting non-refundable actual expenses from suppliers.

3.2. Non-refundable Cases

• Customers fail to show up, arrive late, fail to arrive at the correct meeting point, voluntarily leave the tour, or fail to use services within the validity period on the voucher.
• Customers lack documentation, visas, passports, health conditions, age requirements, or are denied exit/entry for personal reasons.
• Customers voluntarily leave tours, change itineraries, or use unconfirmed services without SST Travel’s consent.
• Services are published as non-refundable/non-cancellable or have exceeded the free cancellation deadline.
• Customers violate regulations, cause safety hazards, commit fraud, abuse vouchers, or violate the law.
• Customers provide inaccurate information leading to the inability to use services.

3.3. Deductions Upon Refund

• Service cancellation fees according to individual tour/service policies.
• Reservation fees, room-holding fees, ticketing fees, transportation fees, or non-refundable third-party costs.
• Payment gateway fees, bank fees, transfer fees, refund fees, or international transaction fees incurred due to customer cancellation requests.
• Visa, translation, notarization, insurance, documentation processing fees, or incurred personal expenses.
• Value of services already used or confirmed as provided.

04. Default Cancellation Fees

• Daily Group Tours: Cancellation 48 hours or more in advance = 100% refund; less than 48 hours or no-show = no refund.
• Multi-day Tours with Hotel: Cancellation 7 days or more in advance = 100% refund; less than 7 days or no-show = no refund.
• Overnight Halong/Lan Ha Cruises: Cancellation 10 days or more in advance = 100% refund; less than 10 days or no-show = no refund.

Pre-notified non-refundable costs will be deducted.

05. Cancellation/Refund Request Process

• Step 1: Customers contact phone number: (+84) 707260119 or Email: operate@ssttravel.vn or contact channels published on the website to request cancellation/refund.
• Step 2: Customers provide booking code, full name, phone number, email, departure date, cancellation reason, relevant documents, and receiving bank account information per SST Travel’s guidance.
• Step 3: SST Travel checks service policies, payment status, incurred costs, and utilized benefits.
• Step 4: SST Travel responds with processing options, expected refund amount, deductions, and refund timeframe.
• Step 5: Once approved, we confirm the refunded amount and process refunds within 07–15 working days to the customer’s bank account. The time for funds to reach the account depends on the bank or payment gateway.

06. Account Termination or Website Usage Rights

SST Travel reserves the right to temporarily lock or terminate account usage rights if users violate website terms, commit payment fraud, abuse vouchers, infiltrate systems, spread malware, forge information, or infringe upon the rights of others.

Account termination does not eliminate payment obligations, compensation obligations, obligations to provide information for processing existing bookings, or other legal obligations of the user.

Bookings confirmed prior to account termination will be handled according to individual service policies, except for bookings related to fraudulent acts or legal violations.

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.