1. Insurance and Compensation Levels

When using Tiximax’s services, customers may choose to purchase cargo insurance or not, with the specific compensation levels as follows.

Purchasing Cargo Insurance

• Insurance premium: 8% of the cargo value declared by the customer.
• In the event that cargo is completely lost or missing during the process of Tiximax receiving, transporting, and delivering it to the customer: → Compensation of up to 100% of the cargo value declared by the customer (excluding other incidental costs, unless otherwise agreed).

Not Purchasing Cargo Insurance

• Customers are not required to pay an insurance premium.
• In the event of lost or missing cargo during transport: → Compensation of up to 100% of the shipping fee paid, but not exceeding VND 3,000,000 per order.

The above compensation levels apply to orders using Tiximax’s shipping services, unless the two parties have a separate written agreement or other specific notice.

2. Conditions for Compensation Consideration

Customers are entitled to request that Tiximax consider compensation when all of the following conditions are met:

• The order was sent through Tiximax’s system/warehouse and has a valid tracking number and delivery documentation.
• The cargo is determined to be completely lost or missing during transport due to Tiximax’s fault.
• The customer notifies Tiximax promptly upon discovering that the cargo has not been received within the expected timeframe, in accordance with the instructions in the Compensation Request Procedure section.
• The customer provides all necessary documentation: purchase invoice (if any), declared cargo value information, proof of payment, delivery documentation (if partially received), relevant images (if any), etc.

3. Cases Where Compensation Does Not Apply

Tiximax reserves the right to refuse or decline to apply compensation in the following cases:

• The cargo is on the list of goods prohibited from shipment or circulation, or otherwise violates the laws of Vietnam or the regulations of the carrier.
• The customer declares incorrect or incomplete information, or deliberately conceals information about the type, quantity, or actual value of the cargo.
• The cargo is confiscated, destroyed, or otherwise handled by a competent state authority due to a violation of legal regulations, incorrect customs declaration, or the nature of the goods themselves.
• The customer is unable to provide the documentation or information needed to substantiate the claim, or fails to cooperate with Tiximax during the verification process.
• The cargo is merely delayed but is ultimately delivered to the customer (not a case of complete loss or missing cargo).
• The deadline for notification/compensation requests under Tiximax’s regulations in effect at the relevant time has passed.

4. Compensation Request Procedure

When suspecting that an order has been lost, customers should follow these steps:

• Contact Tiximax: Through official support channels (hotline, Zalo, email, fanpage, etc.) and provide the tracking number, shipping date, type of goods, declared value, and relevant images/documentation.
• Tiximax checks and verifies
  • – Tiximax works with the warehouse, shipping partners, and other relevant parties to verify the status of the shipment.
  • – If the cargo is confirmed lost, Tiximax notifies the customer of the result and the expected compensation level based on insurance status (whether or not insurance was purchased).
• Agreeing on a Compensation Plan
  • – Method: bank transfer, deduction from subsequent orders, or another suitable method, subject to agreement with the customer.
  • – Processing time: expected within 5–10 business days from the time Tiximax completes verification and agrees on a compensation plan with the customer.

5. Tiximax’s Service Commitment

Tiximax is committed to:

• Providing clear and transparent information about insurance levels, insurance premiums (8%), and compensation levels from the moment the customer begins using the service.
• Assisting customers with inquiries and guiding them through the compensation request procedure in the event of lost cargo.
• Working with shipping partners and other relevant parties to minimize risk and improve the quality of logistics, purchasing-on-behalf, bidding-on-behalf, and Vietnam–Japan shipping services, providing customers with a safe and reassuring experience.

For any questions, complaints, or requests for further explanation regarding the compensation policy for lost cargo, customers are welcome to contact us through the official support channels displayed on the Tiximax website for detailed assistance.