Compensation Policy

This Compensation Policy provides the basis on which Gateway Express handles cases of lost, damaged, or delayed shipments. All figures retain their original values as stated on the Gateway Express Shipping Waybill signed by the customer at the time of shipping. By using our service, the customer is deemed to have understood and agreed to the terms below.

Compensation scope

Gateway Express accepts and processes compensation claims in the following cases:

• Lost or completely misplaced shipments — the shipment does not reach the recipient and there is no successful delivery confirmation from the carrier
• Damaged shipments — partial or total damage, supported by documentation and photographic evidence at the time of receipt
• Shipments delayed beyond the committed transit time — handled case-by-case, not automatically compensated; applies when the delay exceeds 50% of the committed transit time and is caused by Gateway Express or the carrier

Compensation amount table

The compensation amount depends on whether the customer purchased cargo insurance at the time of signing the shipping waybill. The table below summarizes the maximum compensation for the two contract types:

Compensation is calculated based on the declared value on the shipping waybill and does not exceed the maximum amount stated above. If the customer declares a value lower than the actual value in order to reduce the insurance fee, the compensation still applies only to the declared amount.

Cargo insurance fees and purchase procedure

Gateway Express divides insurance fees into two tiers based on the declared value of the shipment:

Tier 1 — Shipments valued at 20,000,000 VND or less

Applies per Gateway Express Shipping Waybill terms:

Insurance fee = 3% of declared value OR 750,000 VND, whichever is higher.

Reference examples:

• Shipment valued at 10,000,000 VND → insurance fee = max(10M × 3%, 750k) = max(300,000, 750,000) = 750,000 VND
• Shipment valued at 20,000,000 VND → insurance fee = max(20M × 3%, 750k) = max(600,000, 750,000) = 750,000 VND

The maximum compensation for this tier is 20,000,000 VND per the compensation table above.

Tier 2 — Shipments valued above 20,000,000 VND

For shipments with declared value above 20,000,000 VND, Gateway Express does not apply the default 3% / 750,000 VND formula. Please contact us directly for a custom insurance policy tailored to your case:

• Hotline: 0944 247 267 / 0938 373 343
• Email: info@gatewayexpress.com.vn
• Zalo OA: Gateway Express on Zalo

Gateway Express will discuss and agree on specific insurance fees, maximum compensation amounts, required documentation, and other special conditions before pickup. All agreements are documented in writing (shipping waybill annotations or a separate addendum) and serve as the legal basis for compensation in case of incidents.

How to purchase insurance

• Register at the time of signing the shipping waybill — request staff to mark “With insurance” on the waybill (Tier 1) or note in a separate addendum (Tier 2)
• Pay the insurance fee together with the shipping fee — insurance is effective only after full payment
• Insurance validity: from the moment Gateway Express receives the shipment (pickup) until successful delivery to the recipient or a legal representative

Hard rules

Insurance cannot be purchased after Gateway Express has picked up the shipment. Please decide on insurance before or at the time of signing the shipping waybill.

Time limit for filing compensation claims

Compensation claims are accepted only within the following deadlines:

• Damaged shipments: within 7 business days from the day the customer or recipient receives the shipment
• Lost or missing shipments: within 30 business days from the expected delivery date per the committed transit time

After these deadlines, Gateway Express will not accept compensation claims. To protect your rights, we recommend:

1. Inspect the shipment immediately upon receipt; photograph the package in its original condition if damage is suspected
2. Report immediately via hotline 0944 247 267 or email info@gatewayexpress.com.vn before submitting a formal claim
3. Keep the packaging intact; do not open or process damaged goods without guidance from Gateway Express

Required documentation

To process a compensation claim, please prepare the following documents:

1. Original shipping waybill — handwritten copy or tracking number for record retrieval
2. Photos of the package in original condition upon receipt (unopened), clearly showing sealing tape and the carrier label
3. Photos of damaged goods inside plus cushioning materials, padding layers, and damage details
4. Damage certification from destination carrier (DHL/FedEx/UPS local office) — if issued at the delivery point
5. Invoice or proof of value — original invoice, bank statement, or export invoice submitted to customs

Incomplete documentation will pause processing. Customers have 5 business days to submit supplementary documents. If documents are not submitted within this period, Gateway Express reserves the right to close the claim.

Compensation processing flow

The compensation process consists of 6 steps, each with a specific deadline to ensure transparency:

┌─────────────────────────────────────────────────────────────┐
│ Step 1: Customer reports issue via hotline / email          │
│         Within 7 days (damaged) or 30 days (lost)           │
└──────────────────────────┬──────────────────────────────────┘
                           ↓
┌─────────────────────────────────────────────────────────────┐
│ Step 2: Gateway sends claim form + documentation guide      │
└──────────────────────────┬──────────────────────────────────┘
                           ↓
┌─────────────────────────────────────────────────────────────┐
│ Step 3: Customer submits full documents (5-day grace)       │
└──────────────────────────┬──────────────────────────────────┘
                           ↓
┌─────────────────────────────────────────────────────────────┐
│ Step 4: Gateway files claim with carrier (DHL/FedEx/UPS)    │
└──────────────────────────┬──────────────────────────────────┘
                           ↓
┌─────────────────────────────────────────────────────────────┐
│ Step 5: Awaiting carrier decision (5–15 business days)      │
└──────────────────────────┬──────────────────────────────────┘
                           ↓
┌─────────────────────────────────────────────────────────────┐
│ Step 6: Gateway notifies result & processes compensation    │
│         Within 10 business days from receiving decision     │
└─────────────────────────────────────────────────────────────┘

The full process typically completes within 20 to 40 business days from claim filing, depending on the response speed of the international carrier. For complex cases (cross-border loss, disputes with the carrier), the process may extend up to 60 days — Gateway Express will provide specific notice.

Cases not eligible for compensation

Gateway Express does not bear compensation liability in the following cases:

1. Customer declared false value, contents, or category of goods on the shipping waybill
2. Sent prohibited or restricted items without declaration — explosives, narcotics, weapons, cash, precious metals, copyright-infringing goods, and other items listed in the Prohibited Items Tool
3. Packaging below standard — fragile goods without foam/cushioning, liquids not sealed properly, electronics without antistatic protection, or excessively heavy parcels without reinforcement
4. Shipments held, destroyed, or refused entry by destination customs due to invalid documentation or non-compliance with destination-country import regulations
5. Natural deterioration due to product nature — expired food, frozen goods thawed if not declared “perishable” and not enrolled in dedicated cold-chain shipping
6. Force majeure — natural disasters of Level 3 or higher under Vietnam’s Law on Natural Disaster Prevention 2013, nationally declared epidemics, war, strikes, government action, or aviation incidents beyond the control of Gateway Express and the carrier
7. Goods value exceeding the maximum insurance — for insured shipments, any value above 20,000,000 VND is not compensated
8. Indirect losses — lost profits, revenue, business opportunities, storage costs, accrued interest, litigation costs, or reputational damage

The exclusion list above applies concurrently with the terms on the Gateway Express Shipping Waybill and the regulations of the international carrier.

Disputes and compensation complaints

If the customer disagrees with the compensation amount proposed by Gateway Express, please refer to our Complaints Procedure for the 4-tier escalation mechanism:

• Tier 1: Customer Service staff
• Tier 2: Operations Manager
• Tier 3: Executive Director
• Tier 4: Government authorities — Competition & Consumer Protection Agency, Department of Information & Communications, Tan Binh District People’s Court

All disputes are resolved in good faith under the laws of Vietnam (details in Terms of Service).

Transitional provisions

This Compensation Policy applies to shipments picked up by Gateway Express on or after the effective date stated at the top of this page. For shipments picked up before the effective date, the terms on the signed shipping waybill at that time remain in effect.

In case of discrepancy between this published policy and a previously signed paper shipping waybill, Gateway Express will interpret the terms in favor of the customer, consistent with Vietnamese law and international logistics practice.

For any inquiries, please refer to our Complaints Procedure or call hotline 0944 247 267 / 0938 373 343 during business hours, 8:00 AM – 6:00 PM, Monday to Saturday.