Policy on Compensation for Lost or Damaged Goods During Transport

This regulation is issued in accordance with Decision No. 0805-01/QD-TB dated May 8, 2013.

PROHIBITED ITEMS

The following items are not allowed to be shipped:

• Items prohibited from circulation under Vietnamese law.

• Narcotics and psychotropic substances.

• Weapons, ammunition, and military equipment.

• Obscene, reactionary cultural products; publications and documents intended to disrupt public order or oppose the Socialist Republic of Vietnam.

• Explosive, flammable substances or any materials that pose a danger or cause environmental pollution and unhygienic conditions.

• Goods banned from trading, export, or import by the State.

• Prohibited items, publications, and goods.

Do not include the following in shipments:

• Cash or valuable papers such as money or letters.

• Precious metals (gold, silver, platinum, etc.), gemstones, or any products processed from these materials, including mobile phones.

REGULATIONS FOR SHIPPERS

• Customers are solely responsible for the accuracy of the goods declared when sending them via Phu Quoc Express Joint Stock Company.

• Goods must be accompanied by valid legal invoices/documents.

• Goods must be carefully packaged. Orientation (e.g., upright position) must be clearly marked with arrows on the box/package to ensure safe handling.

• Notify staff of any fragile, spill-prone, or high-value items (valued over 2,000,000 VND).

• Clearly write the sender’s and recipient’s full name, address, and phone number on the shipment.

• Customers are responsible for securely packing and sealing their goods.

• After sending the shipment, please inform the recipient to proactively collect the package from the designated pick-up point.

REGULATIONS FOR CONSIGNEES

1. For personal shipments:

   • The recipient must present a valid ID when collecting goods.

   • If someone else collects the package on their behalf, they must present the IDs of both the authorized recipient and the person collecting.

   • Provide the registered recipient’s phone number for verification by Phu Quoc Express staff.

2. For shipments to companies:

   • The person collecting the goods must present a company-issued authorization letter.

   • They must also provide their personal ID.

3. Pick-up times: Follow the working hours of the ticket office at the designated area.

4. Inspection upon receipt:
   If there are signs of tampering or damage to the outer packaging, the recipient may request a written record from the staff for investigation and compensation in accordance with company policy.

5. Unclaimed goods (over 15 days):
   If the recipient does not collect the goods within 15 days from the shipping date, Phu Quoc Express Joint Stock Company will not entertain any claims for loss or damage.

6. Storage fee for late pick-up (over 3 days):
   From the 4th day after a pick-up notification is sent via SMS, a storage fee of 10% of the shipping cost per day will apply. For motorbikes, overnight parking fees will apply. Please inspect your goods immediately upon collection.

RESPONSIBILITIES OF PHU QUOC EXPRESS JSC REGARDING COMPENSATION FOR LOSS OR DAMAGE

1. Partial damage/loss:
   Compensation is based on actual damage and current market value for similar goods at the time and place of acceptance by the Company. The maximum compensation is 2,000,000 VND.

2. Repairable damage:
   In case of damage, the Company will attempt to repair the goods and compensate based on repair costs.

3. Total loss:

   • If the customer provides valid documents proving the actual value of the lost goods, compensation will range from a minimum of 50% to a maximum of 100% of the proven value.

   • If no valid documentation is provided, compensation will be 5 times the shipping fee.

CASES WHERE PHU QUOC EXPRESS IS NOT LIABLE FOR COMPENSATION

• Goods confiscated by authorities during transport.

• Goods damaged due to natural deterioration.

• Customers who fail to inform staff of special handling requirements or do not comply with packaging regulations.

• Goods that have already been collected from the Company’s counter.

• If goods are unclaimed for more than 15 days, the sender will be contacted to retrieve them. If not collected within 24 hours after the call, the Company will not be liable for any resulting loss or damage.

By using our shipping service, you confirm that you have read, understood, and agreed to the above regulations of Phu Quoc Express Joint Stock Company.