Terms & Conditions

This website ("Website") is operated by WILLERS Pte. Ltd., (referred to as “we”,” us”, “our” or “WILLERS”) a private limited company in Singapore. Reference to the term Website shall include access to this Website via desktop, laptop, mobile devices and/or any other device capable of connecting to the Internet. This Website is provided solely to assist Customers in gathering travel information, determining the availability of travel-related products and services, making legitimate reservations or otherwise transacting business with travel suppliers, and for no other purposes. WILLERS does not own and or operate the bus services. Customers can book online bus tickets anywhere with an internet connection by selecting bus operators, departure times and prices, and reserve the right to choose and use the services of transportation operators available at WILLERS ("Service").
The term "you" refers to the Customer visiting the Website and/or booking a reservation through us on this Website, or through our Customer Support agents.
The Contract of any reservations for travel products or services on this Website to be concluded with the Customer, shall be based on this Contract under the following terms and conditions. In the case that any matter not stipulated in this Contract arises, ordinance or generally established practice shall be applied.
If you do not agree to the Terms and Conditions, please do not use or book any reservations through this Website or our Customer Support agents. WILLERS may change these Terms and Conditions at any time and your continued use of this Website is conditioned upon acceptance of the updated Terms and Conditions.

1. General Provisions

1-1. General Provisions

- WILLERS reserves the right, in its sole discretion, to modify or amend any part of these Terms and Conditions at any time without prior notice. Please visit this page on a regular basis to see the current terms and conditions that are bound. If WILLERS modifies these Terms and Conditions, WILLERS will post any changes or amendments to these Terms and Conditions on this page, with the date at the bottom of this page indicating the date when these Terms and Conditions were last revised.
- By continuing to use the WILLER trip after any such changes or modifications, you agree to the revised Terms and Conditions. If you do not agree to comply with the revised Terms of Service, do not use or access, or continue to use or access the WILLERS Platform and / or Services. It is your responsibility to check the WILLERS Platform regularly to see if there are any changes to these Terms and Conditions and to confirm such changes.
- In addition, when using the Services, you may be posted on pages related to such Services from time to time with additional terms applicable to such Services and the Privacy Policy adopted by WILLERS from time to time (“Privacy policy"). All such terms are expressly incorporated into these Terms and Conditions by reference.

1-2. Scope of application

Arranged travel contracts that we conclude with cusotomers are subject to the provisions of this agreement. Items that are not stipulated in this Terms and Conditions are subject to laws and regulations or generally established customs.
If the Company concludes a special contract in writing to the extent that it does not violate the law and does not disadvantage the Customer, that special contract will take precedence regardless of the provisions of the preceding paragraph.

1-3. Definition

In this agreement, the term "Arranged travel contract" means arrangement of transportation accommodation, based on the requests from the Customer and acting on behalf of the Customer. A contract that undertakes arrangements so that you can receive travel-related Services (hereinafter referred to as "Travel Services").
In this agreement, "Domestic travel" refers to domestic travel only, and "Overseas travel" refers to travel other than domestic travel.

1-4. Completion of Arrangement

When we arrange travel Services with the care of a good manager, the fulfillment of our obligations under the arranged travel contract will end. Therefore, even if we are unable to conclude a contract to provide travel Services with a transportation oeprators due to reasons such as full capacity, suspension of business, or inappropriate conditions, The Customer must pay the Company the travel business handling fee (hereinafter referred to as the "Fare", "Ticket fee" ) prescribed by the Company. If a Travel Contract is concluded, the card usage date shall be the date when the Customer is notified that the Company could not conclude a Travel Contract to provide travel Services with the transportation agency, etc. Customers are responsible for all taxes, fees, surcharges applied by the government authorities, bus companies or WILLERS. At the time of booking, Customres will be informed of taxes, fees, and surcharges.

1-5. Arrangement agent

In fulfilling the arranged travel contract, we may have other domestic or foreign travel agencies, those who make arrangements as a business, or other assistants act on behalf of all or part of the arrangements.

2. Conclusion of Travel Contract

2-1. Contract application

A Customer who intends to conclude a Travel Contract with us must fill out the prescribed items on the application form prescribed by us and submit it to us together with the application fee of the amount separately determined by us.
Regardless of the provisions of the preceding paragraph, a Customer who intends to conclude a Travel Contract with us must notify us of the membership number and the content of the travel Service to be requested.
The application fee in paragraph 1 will be treated as part of the travel fee, cancellation fee and other money that the Customer should pay to us.

2-2. Refusal to conclude a contract

The Company may not accept the conclusion of the arranged travel contract in the following cases.
(1) When we have any ineluctable / inescapable / unavoidable reasons
(2) When the Customer is trying to conclude a Travel Contract and the Customer cannot settle part or all of the payment related to the Travel Contract, etc. In accordance with the terms of the partner company, ex. when the online payment owned by the Customer is invalid.

2-3. When the contract is established

The arranged travel contract shall be concluded when the Company accepts the conclusion of the Travel Contract and accepts the confirmed the Ticket fee payment.
Notwithstanding the provisions of the preceding paragraph, the Travel Contract shall be established when the Company issues a notice to the effect that the application is accepted. However, if an electronic consent notice (such as email ) is issued in the Travel Contract, it shall be established when the notice reaches the Customer.

2-4. Special rules for tickets, accommodation tickets, etc.

Notwithstanding the provisions of 2-3 and the preceding Article, the Company receives the provision of the travel Service in exchange for the travel price, which is an arranged travel contract for the sole purpose of arranging transportation Services. Oral applications may be accepted for those that issue a document indicating the rights.
In the case of the preceding paragraph, the arranged Travel Contract shall be concluded when the Company accepts the conclusion of the contract.

2-5. Contract document

The Company shall promptly describe to the Customer the travel schedule, the content of the travel Service, the Ticket fee and other travel conditions, and matters related to the Company's responsibility (hereinafter referred to as the "contract document") immediately after the arrangement Travel Contract is concluded.
The scope of Services that the Company is obliged to arrange under the arranged travel contract shall be as stated in the contract document.

2-6. How to use information and communication technology

With the consent of the Customer in advance, we have stated the travel schedule, the content of the travel Service, the travel price and other travel conditions, and matters related to our responsibility to be delivered to the Customer when trying to conclude an arranged travel contract. Use by Customers when the matters to be stated in the document (hereinafter referred to as "items to be stated" in this Article) are provided by a method using information and communication technology instead of the delivery of the document or contract document. Confirm that the information is recorded in the file provided in the communication device.
In the case of the preceding paragraph, if the communication device used by the Customer does not have a file for recording the items to be described, the file provided in the communication device used by the Company (used exclusively for the Customer). Record the information in (Limited to) and confirm that the Customer has read the information.

3. Change and cancellation of contract

3-1. Change and cancellation of Travel Contract

Customers may request us to change the travel itinerary, travel Service contents and other travel arrangements. In this case, we will respond to the Customer's request as much as possible.
When changing the contents of the arranged travel contract at the request of the Customer in the preceding paragraph, the Customer should pay the cancellation fee, penalty fee and other expenses required for changing the arrangement when canceling the already completed arrangement. In addition to paying the cost, you must pay us the change procedure fee. In addition, any increase or decrease in the travel price caused by the change in the contents of the arranged travel contract shall belong to the Customer.

3-2. Cancellation by Customers

You may cancel all or part of the Arranged Travel Contract at any time.
When the arranged Travel Contract is canceled based on the provisions of the preceding paragraph, the Customer shall pay the cancellation fee, penalty fee and other charges for the travel Service already provided by the Customer or for the travel Service not yet provided. In addition to paying the expenses already paid or will be paid to the transportation institution, you must pay the cancellation procedure fee prescribed by the Company and the handling fee that the Company should have obtained.

3-3. Cancellation that are considered because of Customers

The Company may cancel the arranged Travel Contract in the following cases.
(1) When the Customer does not pay the Ticket Fee by the specified date.
(2) When a communication contract is concluded and the Customer's online payment is invalid, or when the Customer cannot settle a part or all of the debt related to the travel price, etc. in accordance with the terms of the partner company.
When the arranged Travel Contract is canceled based on the provisions of the preceding paragraph, the Customer has already paid or will pay the cancellation fee, penalty fee and other transportation / accommodation institutions related to the travel Service that has not yet been provided. In addition to paying the costs that must be paid, we must pay us the cancellation procedure fee prescribed by us and the handling fee that we should have obtained.

3-4. Cancellation that are considered because of WILLERS

You may cancel the arranged Travel Contract if it becomes impossible to arrange travel Services due to reasons attributable to WILLERS. When the arranged Travel Contract is canceled based on the provisions of the preceding paragraph, the Company must refund to customers the amount besides the amount that are considered the travel Service that the Customer has already received.

4. Payment

4-1. Payment

You must complete the payment to us for your trip by the period set by us before the start of your trip.
When we conclude a Travel contract, we will receive the Ticket fee from the online payment partner company without the Customer's signature on the prescribed slip. The Company may change the Ticket fee if the travel price fluctuates due to revision of the fare / charge of the transportation agency, exchange rate fluctuations or other reasons before the start of the Trip Service. In the case of the preceding paragraph, the increase or decrease of the travel price shall belong to the Customer. If we conclude a Travel Contract with a Customer and incur costs that the Customer should bear, we will charge the costs without the Customer's signature on the prescribed slip by the online payment partner company. In this case, the online payment usage date shall be the date on which the Company notifies the Customer of the amount of expenses. However, if the Company cancels the arranged Travel Contract persuant to 3-3, the Customer shall make the payment method specified by the Company.

4-2. Settlement of travel fare

If the amount does not match between the amount already received and acutual amount, the travel price will be settled promptly after the trip by Company, as stipulated in the next and third paragraphs. If the settlement travel price exceeds the amount already received as the Travel Fee, the Customer must pay the difference to us. If the settled travel price is less than the amount already received as the travel price, we will refund the difference to the Customer.

5. Responsibility

5-1. Our responsibility

In fulfilling the arranged Travel Contract, the Company or a person who has made the arrangement on behalf of the Company based on the intentionally or negligently damages the Customer. In that case, we will be liable for the damage. However, this is limited to when the Company is notified within 2 weeks from the day following the occurrence of the damage.
If the Customer suffers damage due to a natural disaster, war, riots, suspension of travel Services such as transportation / accommodation facilities, orders from public offices, or other reasons beyond the involvement of the Company or its agent. , Except for the case of the preceding paragraph, we are not responsible for the damage.

5-2. Customer responsibility

If the Company suffers damage due to the intention or negligence of the Customer, the Customer must compensate for the damage. When concluding a travel arrangement contract, you must use the information provided by us and strive to understand your rights and obligations and other details of the Travel Contract.
In order to smoothly receive the Travel Service stated in the Travel Contract document after the start of the trip, if the Customer recognizes that a travel Service is different from the contract document has been provided, please promptly notify to us, the arranging agent or the travel Service provider.

6. Transaction

6-1. Secure transaction security

WILLERS builds a transaction security mechanism as follows:
Information Management of Passenger Transportation Service Providers: The transportation suppliers must provide all information related to the bus route and associated Services, When they sell tickets or participates in transportation Services on this Website. They have to take responsibility fully for this condition. This includes Personal Information about individuals and legal status information about the organization that is registered in WILLERS website. At the same time, all the Services that are listed on this site are legally agreed by the bus operator and its suppliers.
Transaction Control: All transactions are managed in WILLERS system and are updated status, evaluation of the provider's reputation. Management of Passenger Feedback: Customers have the right to notify WILELRS of complaints about transportation suppliers. Upon receiving these responses, WILLERS will reconfirm the information and will take appropriate action depending on the level of complaint.

6-2. What are the schedule change fee and cancellation fee?

When changing or canceling, a specified cancellation fee will be charged depending on the schedule. In addition, the cancellation fee that will be incurred will vary depending on your Travel Contractg. After making a reservation, please confirm the reservation and check it on My Page. All changes other than seat chante are subject to a change fee.
The cancellation fee varies depending on the bus company and product, please check at the time of reservation or from My Page. The ticket cancellation fee will be deducted from the total fare paid and the remaining amount will be refunded. Cancellations can only be made at My Page or Call Center. If you do not contact us by the time of departure, we will charge a 100% cancellation fee.

6-3. About refund

Refunds will be sent to your online payment account, or any other account used to book your ticket. If you cancel your ticket, all refunds will be processed automatically. If your refund is not credited to your account within 10 business days, please send an email to vn.customer@willertrip.com with your ticket details. We will provide the support you need to help refund your account.
No refund will be given if the passenger does not arrive at the departure point on time. If you request cancellation of your ticket, no transaction or shipping charges will be refunded.
When a bus operator cancels a ticket or Service, WILLERS will try to help passengers find an alternative Service depending on the options available. If we cannot find an alternative Service, WILLERS will be responsible for refunding the total amount paid by the passenger when purchasing the ticket. If you have selected advance payment for online reservation and need a refund, we will contact you from the customer center and confirm the refund address before refunding. If you do not hear from the customer center within a week after you need a refund, please contact the customer center below.

The Customer will be charged for the refund fee in the event of a refund for changes or cancellations due to Customer reasons. 6-4. Limitation of liability in case of technical errors on WILLER trip

When you use on this Website, you must follow our instructions. If you are unable to complete your transaction due to a technical error, software failure, or other error, please contact WILLERS (vn.customer@willertrip.com) or call +84-243-7575777.
WILLERS will not be liable if you are unable to receive notifications to your Customers due to technical failures, communication line failures, software, or other errors not caused by us.

6-5. Transaction failure:

Online payment transactions are unsuccessful for many reasons and can be deducted from your account or card without creating a corresponding ticket. If your account is deducted, please contact WILLERS Customer Service or your payment service provider directly to double-check your failed transaction before making a new transaction or booking. Transactions in this case will be refunded to the Customer in accordance with the refund policy under Service Contracts.

7. Rights and responsiblities of WILLERS

7-1. WILLERS’s rights include:

WILLERS may modify, review and update information related to transportation suppliers, their routes and other information when we receive information from them or when we discover new information that may affect our Customers or our reputation.
If the informations reagrding bus routes, and others that provided from transportation suppliers are inaccurate information and incomplete enough to prove that it violates the law, morals, and fines, we refuses, suspends, or terminates related information.
We reserve the right to use the Services and content on the WILLERS platform, all logos under WILLERS ownership, and content in various languages ​​in accordance with Vietnam's Intellectual Property Protection Act. All acts of copying, using, or illegally distributing the above rights are strictly prohibited.

7-2. Measures after the end of the Willer trip

We will delete your Personal Information after stopping our service of this Website. However, we may continue to use the Acquired Information for some statistical data, other than Personal Information.

7-3. Temporary interruption of Willer trip

The Company may temporarily suspend the Website Services without notifying the Customer in any of the following cases.
- When system maintenance of this Website is performed regularly or urgently
- When this Website cannot be provided due to fire, power outage, war, riot, mayhem, labor dispute, etc.
- When this Website cannot be provided due to natural disasters such as earthquakes, eruptions, floods, and tsunamis.
- When the communication Service used for this Website is stopped or a failure occurs.
- When a communication failure occurs due to the usage environment of this Website compatible terminal or other circumstances
In addition, if we determine that it is necessary to temporarily suspend the provision of this Website due to operational or technical reasons, we notify you of the temporary suspension of this Website. However, this does not apply in case of emergency or when notification cannot be made due to unavoidable circumstances. The Company shall not be liable for any damages caused to the Customer due to the measures set forth in the preceding paragraph (including cases where this Website cannot be used due to interruption or suspension of this Website).

7-4. Termination of Willer trip Service and termination of this agreement

The Company shall be able to change or terminate this Website without notifying the Customer. If the Website is terminated, this agreement will be terminated at the same time.
Despite the provisions of the preceding paragraph, Service Contract, cancellation fee will be valid and remain until the payment is completed.

8. Privacy policy

8-1. Privacy policy

In providing this application, we will provide Personal Information such as Customer's name, date of birth, gender, nationality, age, telephone number, height, email address (hereinafter referred to as "Personal Information"), Or, we will acquire other information such as Customer information and location information (hereinafter referred to as "Acquired Information" together with Personal Information). In addition, the Acquired Information shall be handled in accordance with this agreement and the Privacy policy.

8-2. Inquiry, change, deletion of Personal Information

You can inquire, change, or delete your registered Personal Information according to the procedures prescribed on this Website. However, in the case of server or network maintenance or failure, we may not be able to respond to your request.

8-3. Handling of Acquired Information

Regarding the information acquired by using this Website (location information, destination data, transportation means, travel route information, etc.), the Acquired Information is temporarily stored in the system. The Customer consents to the use of the Acquired Information specified in the preceding paragraph by the Company and its business partners after processing it into comprehensive and statistical data that cannot identify individuals.

8-4. Provision of Personal Information to third parties

When providing Customer's Personal Information to a third party, in principle, we will obtain the individual consent of the Customer. However, if there is a request based on laws or legal procedures, or if it is necessary to protect the legal interests of the Customer, our company, or a third party may disclose for the purpose of processing or analyzing information. If Singapore's Personal Information protection laws and regulations permit and ask, we may provide your Personal Information to a third party without your consent.

8-5. Copyright

Intellectual copyrights, trademark rights, design rights, etc. regarding information such as texts, images, photographs, sounds, and videos provided on this Website, various contents, and Services (hereinafter referred to as "literary works") Property rights and other rights belong to the Company or external Service providers. The Customer shall be able to use the copyrighted works, etc. obtained through this Website only within the scope explicitly permitted on this Website or within the scope of private use permitted by the copyright law.
You may make a limited copy of the Reservation Confirmation (and related documents) for reservations made through this Website for Services. However, you agree not to modify, copy, distribute, transmit, display, perform, copy, publish, license, create, transfer or sell or resell any Goods or Services, information and software obtained from this Website.
The copyright and all other rights relating to the proposals, impressions, or other opinions (hereinafter referred to as "proposals") submitted to this Website shall belong to the Company. In addition, the Customer shall not exercise the moral rights of the author regarding the proposal.

8-6. Change / stop of our Services, and termination of cooperation with external third parties

The Company shall be able to change or stop various contents and Services provided on this Website (including cancellation of contracts related to ongoing contents and Services) without notifying the Customer.
You may make a limited copy of the Reservation Confirmation (and related documents) for any content and Service reservations made through this Website. However you may not obtain, modify, copy, distribute, transmit, display, perform, copy, publish, license, create, transfer, sell or resell any information, software, goods or Services from or through this Website.

9. Compensation for damages

The Company does not guarantee and take responsibility of the usefulness and accuracy of the use of this Website, various contents and Services, or the provision of the Services, and for damages to Customers or third parties caused by the contents, delays or interruptions, etc.
If the Customer causes damage to a third party by using this application and the use, the Customer shall resolve it at his / her own risk, and shall not cause any inconvenience to the Company.
If a Customer causes damage to the Company due to an act that violates this agreement, the agreement of various contents and Services, or an illegal or illegal act, the Company shall be able to claim damages from the Customer.

10. No guarantee of completeness of map information

We do not guarantee the completeness, usefulness, accuracy, immediacy, etc. of the map information used on the WILLERS Website, and even if the Customer suffers damage regarding the content of the map information, we will knowingly or Unless there is gross negligence, we will not take any responsibility for the damage.

11. Applicable law, jurisdiction, dispute resolution

These Terms and our Service offerings are governed by and construed in accordance with Singapore law.
Regardless of the choice of law above, any person who is unrelated to the profession and uses any of our Services is subject to the law of the country of residence. You can rely on mandatory provisions (ie, those that apply regardless of this clause regarding the choice of law in accordance with the country's law selection rules, hereinafter referred to as the "enforcement rules").
You agree that the courts of Singapore have exclusive jurisdiction and will be the venue for all disputes arising out of or in connection with the use of this Website. The use of this application cannot be used in jurisdictions where all of the terms of this agreement (including this section) are not recognized.
Notwithstanding the above jurisdiction, consumers may also file proceedings in the courts of their country of residence for the enforcement of applicable enforcement provisions, and proceedings against consumers only in courts of their country of residence.
To the extent permitted by applicable law, you may have a claim or count as a right or a claim for any claim or cause of action arising out of or in connection with your access to or use of the Website. If you do not raise within two years of the date of your date, we consider you agree that such claim or count will be irrevocably waived. If any part of this Agreement is found to be invalid, illegal or unenforceable, the validity, legality and legal force of the remaining provisions will not be affected or impaired in any way.
Failure or delay in the use of any provision of these Terms does not waive our right to use the same or other provisions in the future.

12. Customer Support Information:

WILLERS PTE. LTD.
60 Paya Lebar Road
#06-32 Paya Lebar Square
Singapore 409051
Customer support
Tel number：+84-243-7575777
Email：vn.customer@willertrip.com