- SPX Express Co., Ltd. (“SPX Express”) is committed to operating postal services in compliance with the law and the provisions set forth in these Policies.
- To protect your own rights, before using the services of SPX Express, Customers are kindly requested to carefully read the provisions of this Policy to understand and acknowledge our services. By using our services, Customers are deemed to have agreed to the terms stated in this Policy (including any supplements or amendments made from time to time). If you do not agree with these terms of service, please do not use our services or access www.spx.vn and the SPX Express mobile application.
- These Terms of Use (“Terms”) shall officially take effect five (05) days after being posted on the website www.spx.vn or the SPX Express mobile application (the mobile application was officially launched on November 25, 2024). SPX Express reserves the right to amend these Terms by announcing such changes on the website www.spx.vn or the SPX Express mobile application for Customers’ information and in accordance with the law. Continued use of our services after the revised Terms have been announced and implemented shall constitute the Customer’s acceptance of such revisions.
1. Obligations of the Parties
When using the services of SPX Express, SPX Express and the Customer shall have the following obligations:
a. SPX Express
● Deliver documents and goods for the Customer from the pickup location to the delivery address; pick up documents and goods at the location requested by the Customer;
● Provide compensation in accordance with the compensation policy stipulated in Sections 7 and 8 below;
● Reserve the right to inspect the contents of the parcel before acceptance, and verify documents related to the origin of goods before acceptance and handover;
● Receive and handle service-related complaints;
● Comply with current postal operation regulations in accordance with applicable laws.
b. Customer
● Provide complete information about the documents and goods, including: item name, item description, delivery method, and recipient’s name and address;
● Provide all necessary documents related to the documents and goods, and hand them over to SPX Express in accordance with applicable laws and SPX Express regulations (if any);
● Properly package goods according to required standards;
● Fully and punctually pay service fees to SPX Express;
● Promptly present documents proving the origin of goods upon request of competent authorities.
2. Postal Service Usage Process
● Order creation: Customers log in to https://spx.vn/ or the SPX Express mobile application and create an order through the available system options.
● Pickup: SPX Express staff will come to the Customer’s/sender’s address to pick up the goods.
● Delivery: SPX Express delivers the goods to the recipient and collects COD (if applicable).
● Completion: The transaction is completed.
3. Fees and Payment
a. Service Fees:
As published at: https://spx.vn/downloads/resource/shipping_rate_vn.pdf
b. Payment Methods
● For COD amounts:
Orders updated with “Successful Delivery” status on the SPX system will be reconciled three times per week: Monday, Wednesday, and Friday.
SPX will transfer the COD amount to the Customer’s bank account on the same reconciliation day, based on the bank account information provided by the Customer on the SPX system.
The Customer is solely responsible for the bank account information provided, including but not limited to content, authorization scope, taxes, or any fees arising (if any) for all COD amounts designated for transfer. SPX shall be fully exempt from liability regarding COD transfers made to the bank account provided by the Customer. ● For service fees:
SPX collects service fees when staff pick up the goods or by another method mutually agreed in writing.
4. High-Value Parcel Handling Fee
This fee applies by default to all SPX Express parcels (excluding documents) with a value of 3,000,000 VND or more, with the following details: ● The handling fee (VAT included) is 25,000 VND per parcel, not including shipping fees.
● The parcel value used to calculate the high-value handling fee is either the COD amount or the declared parcel value recorded at the time the system updates “Successful Pickup,” whichever is higher. Updates made after the “Successful Pickup” status (e.g., COD modification, removing COD, etc.) shall not be used to determine parcel value.
● If the Customer does not declare the parcel value, the COD amount recorded at the time of “Successful Pickup” (if any) will be used.
● In cases of parcel loss, replacement, or partial/total damage, the Customer will be entitled to compensation benefits in accordance with the Compensation and Claim Handling Regulations.
● Effective date: from 01/05/2025.
5. Return Policy
● From the first return order up to the N-th return order of the month: The return fee is included in the Postal Service Fee.
● From the (N+1)-th return order onward: The return fee equals 50% of the delivery fee.
● N is determined based on the Average Daily Orders (ADO) in the month as follows:
- N = 5% of total monthly orders if ADO ≥ 20 orders/day
- N = 10% of total monthly orders if ADO ≥ 70 orders/day
● Return time frame:
- Within 05 working days from the last unsuccessful delivery attempt for intra-province services.
- Within 05–10 working days from the last unsuccessful delivery attempt for Hanoi–Ho Chi Minh City, intra-zone, and inter-zone services.
● SPX Express provides warehousing service for unsuccessful delivery orders pending return. Storage time is subject to SPX Express policies and will be updated on the SPX system.
- During storage, the Customer may select a handling option (e.g., reattempt delivery, return order, or other options per SPX regulations). If the selected handling option fails due to the recipient, the order will be returned per SPX policy.
- If storage time expires and no handling instruction is provided, the order will be returned to the Customer.
- Warehousing services are not provided in restricted areas designated by SPX.
● If the return is unsuccessful or storage time expires and the Customer does not collect the goods, the Customer fully understands and agrees that SPX Express has full authority to handle the goods without any liability (including compensation).
6. Packaging and Goods Preservation Regulations
a. SPX Express only accepts goods that have been fully packed by the Customer/sender and delivers them in their original packaging. SPX does not perform item checks unless the Customer purchases the item-checking service or in other cases permitted by policy. b. SPX Express standard packaging regulations:
● SPX accepts goods with a maximum weight of 17kg, with each dimension not exceeding 60cm.
Note: These standards do not apply to special services for oversized or overweight goods. ● Chargeable weight (Kg) is calculated based on the greater of actual weight and volumetric weight:
Volumetric Weight (kg) = Length (cm) × Width (cm) × Height (cm) / 6000
7. Compensation Regulations
a. Compensation in cases where the parcel is lost, damaged, or completely replaced shall follow the full liability limit applicable to that service.
b. Compensation for partial loss, damage, or replacement shall be based on actual damage but not exceeding the full liability limit unless otherwise agreed between the parties.
c. Compensation shall be paid in Vietnamese Dong as a one-time payment unless otherwise agreed.
d. Compensation amounts shall not be converted into other values.
e. Indirect damages or benefits not arising from the postal service quality are not compensated.
f. Compensation levels announced and applied by the postal service provider shall not be lower than levels prescribed by competent authorities.
g. Compensation shall not apply in the following cases:
- Postal service without proof of acceptance;
- Customer cannot provide proof of using SPX Express services;
- Confiscation/destruction by competent authorities due to unclear/inaccurate parcel declaration or legal violations caused by the sender;
- Damage/loss caused by the sender’s fault;
- Goods with inherent defects;
- Other cases as prescribed by law;
- SPX may, at its sole discretion and depending on each case, decide not to compensate or still compensate even if the case falls under exclusions.
h. Customer’s liability: If SPX Express identifies goods belonging to the prohibited items list, SPX reserves full rights to handle such goods per internal policy and applicable laws. SPX shall be exempt from all compensation obligations. Furthermore, the Customer shall be liable for all resulting damages, including but not limited to: personal/property damages caused by the goods, transportation costs, storage costs, administrative penalties, etc.
8. Compensation Levels
8.1. Compensation for Failure to Meet the Published Delivery Time
In the event of a breach of the concluded contract due to failure to meet the published delivery time, and where the postal service user can provide proof of such failure, SPX Express shall refund the service fee paid for the used service.
8.2. Compensation for Postal Items Consisting of Letters, Documents, and Printed Materials
In cases of total loss, damage, or substitution:
The compensation amount shall be four (04) times the service fee (including the refund of the service fee already paid) for the service used.
8.3. Compensation for Postal Items Not Including Letters, Documents, or Printed Materials
a. In cases of total loss, damage, or substitution:
- If the Customer has declared the Value of the Postal Item and provides documents proving such value: Compensation is 100% of the declared value, but not exceeding 20,000,000 VND, and not lower than four (04) times the service fee (including refund of the service fee already paid), based on the applicable service fee for the corresponding delivery route.
- If the Customer has declared the Value of the Postal Item but cannot provide documents proving such value: Compensation is up to 100% of the declared value, but not exceeding 2,000,000 VND.
- If the Customer has not declared the Value of the Postal Item but can provide documents proving such value: Compensation is 100% of the value shown on the supporting documents, but not exceeding 2,000,000 VND.
- If the Customer has not declared the Value of the Postal Item and cannot provide documents proving such value: Compensation is four (04) times the service fee (including refund of the service fee already paid), based on the applicable service fee for the corresponding delivery route.
b. In cases of partial loss, damage, or substitution:
- If the Customer cannot provide documents proving the value of each item: Compensation is four (04) times the service fee (including refund of the service fee already paid), based on the applicable service fee for the corresponding delivery route.
- If the Customer can provide documents proving the value of each item: Compensation is determined based on the table below and may be up to 100% of the value indicated in the documents for the damaged items, but shall not exceed the total value of the postal item and not exceed 20,000,000 VND.
- The compensation amount and which party retains the product shall be determined according to the following table:
Type of Damage
| Compensation Level | Retained by |
Tearing, breakage, or water damage to the manufacturer’s packaging that causes damage to the postal item | 5% of the value of the damaged product in the postal item | Customer |
Torn manufacturer’s seal | 10% of the value of the damaged product in the postal item | Customer |
Electronic warranty activation or power activation | 20% of the value of the damaged product in the postal item | Customer |
Missing accessories | 20% of the value of the damaged product in the postal item | Customer |
Product broken or damaged exceeding 30% of the product value | 100% of the value of the damaged product in the postal item | SPX |
Method for Determining the Compensation Percentage:
- The compensation percentages stated above are maximum levels, not default levels.
- Depending on the degree of damage in each case, the applicable compensation percentage may be lower, and the maximum percentage stated in the table above will only be applied when appropriate.
Method for Determining the Damage Level:
- Above 30% when meeting the following conditions:The number of damaged components of the postal item exceeds 30% of the total number of components that make up the item. The sender must incur repair or replacement costs in order to continue using the product, or the item can only be disposed of or liquidated.
8.4. Time Limit for Compensation Payment
a. The compensation shall be paid within no more than 30 days from the date on which the Parties determine the liability for compensation and the Sender has provided documents proving the value of the postal item (if any).
b. If SPX Express fails to make the payment within the time limit specified in point (a) of this Section, SPX Express shall pay late payment interest at 6% per annum, corresponding to the delay period.
8.5. Recovery of Compensation Paid
a. In the event that part or all of the postal item previously deemed lost and compensated is later recovered, SPX Express shall notify the party that received the compensation.
b. The compensated party has the right to accept or refuse to accept part or all of the recovered postal item.
c. If the compensated party accepts part or all of the recovered postal item, they must refund the corresponding amount of compensation to SPX Express.
d. If the compensated party refuses to accept the recovered item, part or all of such recovered postal item shall become the property of SPX Express.
Note: In cases where the postal item is damaged, the compensation amount shall be determined based on the level of damage. SPX Express shall not be liable for any undeclared value or incorrect declared value in the event of loss or damage if the Customer fails to declare the correct value of the postal item or provides incorrect information during the order creation process.
9. Complaint Handling Process
When receiving complaints related to postal service quality for items transported by SPX Express, SPX Express shall review and handle the complaints in accordance with this process.
9.1. Principles for Complaint Handling
- Complaints must be handled within the time limits and statute of limitations prescribed by law, ensuring legality and protecting the legitimate rights and interests of service users.
- SPX Express aims to resolve complaints through negotiation and mutual agreement in a spirit of goodwill.
9.2. Methods for Filing Complaints
Customers may submit complaints via email (cskh@spx.vn), the online chat channel on the website, or by written documents regarding issues related to services provided.
9.3. Conditions for Complaint Acceptance
- The complainant must be the Customer who uses the postal service under a contract with SPX Express (paper, electronic, or equivalent forms), or a legally authorized representative.
- The complaint must be filed within the applicable statute of limitations.
- For complaints related to postal items, the item must have clear and accurate documentation of its contents and must not violate regulations on prohibited or dangerous goods.
9.4. Statute of Limitations for Complaints
- For postal services:06 months from the end of the postal item’s published delivery timeframe for complaints about loss or late delivery. If the service does not commit to a specific delivery timeframe, the period shall be counted from the date the postal item is accepted. 01 month from the date of delivery for complaints regarding deterioration, damage, service fees, or other issues directly related to the postal item.
9.5. Complaint Receipt
- SPX Express shall receive complaints following the process above.
- In cases where a complaint is not accepted, SPX Express shall notify the complainant via email and/or phone, clearly stating the reasons for refusal. Such notification shall be issued within no more than five (05) working days from receipt of the complaint.
9.6. Complaint Resolution Timeframe
The time limit for resolving complaints related to domestic postal services shall be no more than 02 months from the date of receipt of the complaint.
9.7. Complaint Resolution Procedure
The complaint handling procedure shall include the following steps:
Step 1: Receipt of Complaint
Customers submit complaints to SPX Express with supporting documents, photos, or videos (if any).
Step 2: Complaint Handling
SPX Express collects relevant information to reach a conclusion. Processing time shall not exceed 01 month (working days) from the date of receipt.
For complaints related to postal item quality:
- Within 03 working days from receipt, SPX Express shall request the Sender to provide information related to the investigation. The Sender must provide such information within 03 working days.
- If the Sender cannot provide information within this period, they must send a written request for extension, with a maximum total extension of 10 working days.
- Based on the provided information or internal assessment, SPX Express shall verify and determine responsibility. Verification shall not exceed 20 working days from receipt of the complaint.
- Within 03 working days after the verification deadline, SPX Express shall issue a resolution decision.
Step 3: Notification of Complaint Resolution
- SPX Express shall send the complaint resolution decision via email to the complainant and relevant parties.
- If the complainant agrees with the resolution, the complaint is deemed settled. Otherwise, the complainant or related parties may initiate legal proceedings in accordance with applicable laws.
10. Exemption from Liability for Compensation
SPX Express shall not be liable for any damages arising from faults (including negligence—whether active or passive—product/item liability, legal liability, or any other cause), or any other cause related to applicable laws in connection with:
● The Customer’s failure to comply with any legal regulations regarding prohibited or restricted goods, documents, or items (including but not limited to cases where the Postal Item lacks valid invoices or supporting documents, and/or the goods or documents are inspected, confiscated, or destroyed pursuant to a decision by a competent authority);
● The Customer’s failure to comply with any regulations or policies of SPX Express;
● The Customer’s negligence, carelessness, intentional misconduct, or fraud (including but not limited to cases where the Customer provides or declares incorrect or incomplete information regarding the Postal Item; improper, insufficient, or non-compliant packaging under SPX Express’ packaging requirements or applicable laws; incorrect or incomplete Recipient information; or failure to provide documents proving the use of SPX Express services);
● Natural characteristics or inherent defects of the Postal Item or the goods/documents contained therein;
● The Customer refusing to receive the returned Postal Item, or SPX Express being unable to contact the Customer after at least three (03) redelivery attempts. In such cases, the Customer acknowledges and agrees that they have waived all rights and claims to the Postal Item and any goods therein, and SPX Express shall be released from all related claims, liabilities, or demands;
● Force majeure events in accordance with the laws of Vietnam.
11. Terms of Use for SPX API, Tokens, and API Documentation
11.1. These terms apply when the Customer uses or integrates the SPX API, Tokens, and API Documentation to develop, build, integrate, or connect Customer-owned or Customer-operated software applications, websites, or other interfaces (“Customer Application”) for activities that access or interact with the SPX Platform, SPX Portal, or other related SPX systems.
11.2. Access to and use of the API, Tokens, and API Documentation is restricted to users authorized by SPX. SPX reserves the full right to approve, deny, suspend, or terminate the Customer’s access to or use of the API, Tokens, and API Documentation without reason, prior notice, or liability, if SPX identifies or suspects that the Customer is not in compliance with applicable laws, these Terms of Service, SPX’s Privacy Policy, or any other SPX policy.
11.3. The Customer shall be solely responsible for maintaining strict confidentiality and security of the API, Tokens, and API Documentation at all times. The Customer must implement measures to prevent misuse of the API, Tokens, API Documentation, or any authentication credentials provided by SPX for the use of the Platform or SPX Portal.
The Customer shall not transfer, lend, or share these resources with any third party without SPX’s prior written consent.
The Customer must immediately notify SPX if they become aware of or suspect any breach, compromise, unauthorized access, or disclosure of the API, Tokens, API Documentation, or any other authentication credentials provided by SPX.
11.4. The Customer acknowledges and agrees that:
a. The Customer is fully responsible and liable for all activities performed through the access or use of the API, Tokens, and API Documentation.
b. The Customer is solely responsible for the Customer Application and all costs and expenses associated with their use of the API, Tokens, and API Documentation, including but not limited to development or maintenance costs of the Customer Application.
c. The Customer Application must not contain, enable, intentionally introduce, or distribute any information, graphics, images, data, or content that contains or may contain viruses, malware, worms, or any harmful components that may threaten, infect, damage, or disrupt the Platform, Portal, or SPX systems. The Customer Application must also not contain any content that may pose security risks, vulnerabilities, intellectual property infringements, defamation, harassment, threats, pornography, inappropriate content, unethical content, falsification, fraud, theft, harmful elements, violations of applicable laws, or any content which, in SPX’s sole discretion, is abusive, offensive, or objectionable.
d. The Customer must not use the API in a manner that exceeds reasonable request volumes, constitutes excessive or abusive usage, or violates any SPX policies that may be implemented from time to time.
e. SPX reserves the right, at its sole and absolute discretion, to limit API usage (for example, by restricting the number of API calls the Customer may make or the number of users per application), and the Customer agrees not to attempt to bypass such limitations.
f. Upon SPX’s request, the Customer shall grant SPX all necessary rights to conduct periodic security assessments of the Customer Application, including but not limited to penetration testing and vulnerability scanning of the Customer Application and/or its hosting infrastructure. SPX may conduct security assessments using manual or automated methods. The Customer agrees that any security vulnerabilities identified must be fully remediated before the Customer Application is deployed or released.
g. Upon SPX’s request, the Customer shall provide SPX with a high-level application architecture describing the key functions of the Customer Application, its modules (and their purposes), any third-party dependencies, and data flows involving such third-party modules or applications.
h. The Customer must not sell, lease, exchange, distribute, store, copy, modify, or otherwise provide the API, Tokens, or API Documentation for any commercial purpose beyond the rights permitted under these Terms of Service.
11.5. The Customer acknowledges and agrees that they shall not use or access (attempt to use, facilitate access to, or enable others to access) any API, Token, or API Documentation in any manner that directly or indirectly undermines SPX’s commercial interests or for the purpose of designing, building, promoting, or benefiting from any service that competes—whether directly or indirectly—with SPX.
11.6. The Customer acknowledges and agrees that their use of and access to the API, Tokens, or API Documentation shall comply with all applicable data privacy and protection laws and SPX’s Privacy Policy, and that the Customer shall not collect, use, disclose, or process any user’s personal data beyond the scope permitted under these Terms of Service.