SSR LOGISTICS Co., Ltd. (SSR Logistics) sincerely thanks our customers and partners for trusting and using services on our website https://ssr-logistics.com/. We commit to operating in compliance with the State’s Laws and for the benefit of our customers. To ensure your rights, please read carefully the terms and policies below. 

Note: SSR Logistics will continuously update policies to ensure compliance with the State’s Laws and consumers. Therefore, we hope you regularly follow our policies. 

  1. Intellectual Property Rights

All resources on this website are owned by SSR Logistics Co., Ltd. and are protected by Intellectual Property Law, they comprise problems relating to copyright, brand, invention, and other objects. Intellectual property right is also protected in many other countries based on multilateral and bilateral international treaties. You have the right to use this website and/or its resources if it is not for commercial purposes, we encourage this use together with quoting resources and retaining the links (link/URL) to the resources of this website. Any other uses including copying, modification, transmission, distribution, license, selling or publishing of any resource are forbidden if not having the advance written agreement of SSR Logistics.  

The brands and symbols of SSR Logistics are subscribed to the protection of the law of the Socialist Republic of Vietnam. 

  1. Limitation of use

SSR Logistics does not accept any use of the website or the website’s resources in the below:  

  • Oppose Socialist Republic Vietnam.  
  • Trespass on the individual freedom rights of others, and/or humiliate, defame, sully others; and/or damage others.  
  • Perturb the public order, and/or violate Criminal Law.  
  • Spread and distribute personal information of third parties without their agreement.  
  • Use for commercial or/and business purposes without our advance written acceptance, such as competitions, bets, exchanges, advertisements, or multigrade business, etc.  
  • Transmit the computer file infected with viruses to damage the operation of other computers.  
  • Use the kinds of robots, mechanical spiders, and/or any automatical machines, and/or follow and collect the resources of the website for any reusable purpose without our advance written permission.  
  • Use any equipment, software, and/or any process to trespass on the operation of the website.  
  • Any activity which is not lawful and/or is prohibited by respective laws.  
  • Activities that trespass on the lawful rights and interests of SSR Logistics.  
  • Any activity we assume that it is not relevant. 
  1. Exclusion of responsibility

By using this website, you accept potential risks that may occur. Therefore: 

  • We do not guarantee the accuracy, completeness, or suitability of the website content for your purposes, but we strive to meet user needs to the best of our abilities. When utilizing resources from this website, you assume responsibility and liability for your use. The resources are purely for reference. 
  • Our servers may contain viruses or other harmful components that could potentially damage your devices or assets when accessing and using the website and its resources. We assume no liability for any resulting loss or damage incurred by utilizing, accessing, or failing to access this website. 
  • We reserve the right to suspend or discontinue website services without prior notice at any time. SSR Logistics assumes no liability for any issues arising from modifications to site content or temporary interruptions in site accessibility, even if we have been previously notified. 
  • External sites may be linked from https://ssr-logistics.com to refer visitors to additional informational resources potentially useful to them. However, SSR Logistics has no control over the content, products, or services on those external sites. We do not guarantee the accuracy, completeness, or reliability of information found on any third-party websites. By using linked sites, you are no longer bound by these Terms of Use, so be sure to carefully review the terms and policies posted on external sites. 


  • This Privacy Policy of Customer Information (“Policy”) applies to individuals and organizations participating in accessing and using the website https://ssr-logistics.com/ (“Customers”) of the Company. SSR Logistics Co., Ltd. (“SSR Logistics”). 
  • This Policy describes how SSR Logistics receives, aggregates, stores, uses, and protects Customer’s information and other related matters as required by law (“Customer Information” ). 
  • By providing information on the website https://ssr-logistics.com/, the Customer acknowledges that it has read, understood and agreed to this Policy and all information publicly disclosed on the website https://ssr-logistics.com/, will be updated from time to time (if any). 

SSR Logistics uses Customer Information for the following purposes: 

  • Contact, support and resolve customer inquiries/complaints. 
  • Send notices, introduce services, commercial information and exchange information between Customer and SSR Logistics or vice versa, via email/phone number provided by Customer. 
  • Market research, synthesis, analysis of general information of the Customer (for example service demand, geographical area…), detailed information is only used for statistical work and Develop Customer Care Policies. 
  • Other purposes agreed by the Customer or as prescribed by law. 

The customer’s information will be stored and kept confidential on the server of https://ssr-logistics.com/ during the storage period according to the laws and regulations of SSR Logistics from time to time.  


  • SSR Logistics.  
  • Affiliates, affiliates, and other related entities within SSR Logistics and its partners.  
  • Competent individuals and organizations by the law or have the right to access information with the consent of the Customer.  


Address: G-04 Ground Floor, 89 Nguyen Huu Canh St, Ward 22, Binh Thanh Dist, Ho Chi Minh City, Vietnam 

Email: [email protected]  

Hotline: (+84) 911 988 484 


In case the Customer needs to access and correct personal data, the Customer can contact SSR Logistics by the methods mentioned in Section 5 of this Policy.  


  • SSR Logistics does not provide Customer Information to any third party except at the request of the Customer or the request of the competent State agencies, or by the law. , or provide it to the Accessible Party, or when providing such information is necessary for SSR Logistics or its partners to provide services/facilities/incentives to the Customer.  
  • SSR Logistics is exempt from liability in case the data processing system, software, or signal transmission system has problems, is faulty, is attacked, or for any other objective reasons beyond its ability to control SSR Logistics.  

  • In case the Customer needs to answer questions, complaints, or choices related to the purpose and scope of using Customer Information by the law, the Customer can contact SSR Logistics at methods outlined in Section 5 of this Policy. 
  • This Policy is governed by the laws of Vietnam. Any dispute arising out of or in connection with this Policy shall first be resolved through negotiations between the Parties in good faith. If the Parties are unable to resolve the dispute through negotiation within 30 (thirty) days from the date on which one Party notifies the other of the dispute, or another time limit as agreed between the Parties, then the dispute will be resolved by the Vietnam International Arbitration Center beside the Vietnam Chamber of Commerce and Industry (“VIAC”) by the Arbitration Rules of VIAC. The arbitration will be conducted at VIAC in Ho Chi Minh City, Vietnam, the language used in the proceedings is Vietnamese and the applicable law is Vietnamese. 
  1. The website ssr-logistics.com does not have an online payment function.
  2. Because of the specific nature of logistics services, the payment policy is based on the content of the contract signed between the Company and the customer. Payment is made via bank transfer or directly at the company’s office.
  3. Detailed bank information as follows: 
  • Head Office: G-04 Ground Floor, 89 Nguyen Huu Canh St, Ward 22, Binh Thanh Dist, Ho Chi Minh City, Vietnam 
  • SSR Logistics Co., Ltd. 
  • Hotline: (+84) 911 988 484 
  • Tax ID: 0318028783 
  • Bank account: 100133345 
  • At Vietnam Export Import Commercial Joint – Stock Bank (Eximbank) – Sai Gon Pearl Branch 



Article 1: Purpose 

Establish a uniform process to ensure that complaints regarding shipments are resolved efficiently. 

Article 2: Scope of application 

This procedure applies to claims received from the claimant when the shipment occurs: Lost, lost, damaged causing damage to the goods (the claimant must prove the loss). 

Article 3. Acronyms and annotations 


The goods are transported by SSR Logistics 

SSR Logistics  

Is any office in the system of SSR Logistics Co., Ltd. 

The complainant 

As a customer using the service 



Article 4: Form of complaint 

  1. Complaints over the phone.
  2. Complaints in person at any SSR Logistics business location/office.
  3. Complaints in writing or by electronic mail (fax, email).

Article 5: Receipt of complaints 

  1. The complaining party when making a complaint must send a Complaint Letter to SSR Logistics in writing or by email and must clearly state the content of the complainant’s request to resolve the complaint.





Address: G-04 Ground Floor, 89 Nguyen Huu Canh St, Ward 22,  Binh Thanh Dist, Ho Chi Minh City, Vietnam 

[email protected]  

Hotline: (+84) 911 988 484 (Ms. Hảo)  

  1. Complainant must be a person who directly uses SSR Logistics’s services without going through a third party.
  2. Time of receipt: no more than 03 days from the date SSR Logistics fulfills its obligation to deliver the goods to the complainant.
  3. Documents are required when the complaining party makes a complaint.
  • Complaint letter, clearly stating the content of the complainant’s request that the complaint should be resolved. 
  • Booking note/Contract signed between two parties. 
  • Bill of lading and receipt of goods (if any) 
  • Commercial Invoice of the consignment (if the written claim is for compensation) 
  • Certificate of goods inspection by an independent inspection agency (if the written complaint about the goods being broken, damaged, damaged, etc.) 
  • Photos, video clips, audio files, or other documents proving the content shown in the complaint letter (if any). 

Article 6: Time to respond to complaints 

Within three (03) days from the date of confirmation of receipt of the complaint. 

Article 7: Maximum time limit for complaint settlement 

Depending on the nature of each case, the settlement time will be implemented and resolved not exceeding three (03 months). In case the complaint settlement time lasts more than three (03) months, SSR Logistics must notify the customer in writing. 

Article 8: Refusal of Complaints 

The following complaints will be denied response and refused to be resolved. The refusal must be notified in writing or by email: 

  1. Not a direct user of SSR Logistics’s services for the content of the complaint.
  2. The evidence related to the complaint does not show clearly and fully the content.
  3. The complaining party failed to provide the contract signed between the two parties of the complaint shipment.
  4. After three (03) days since SSR Logistics fulfills its obligation to deliver the goods to the complainant.



Article 9: Settlement of Complaints 

  1. The two parties shall mutually approve the form of agreement and negotiation to have a solution to avoid causing losses to both parties.
  2. When the two parties cannot agree on the form in Section 1, Article 9, it is mandatory to follow this complaint process to ensure the legal rights of both parties.

Article 10: Level of compensation for damage 

Under the provisions of Vietnamese Law and relevant international conventions. 

Article 11: Compensation 

  1. Compensation shall be paid in Vietnam dong or offset against the debt of both parties, depending on the agreement of the two parties.
  2. The complaining party shall be compensated according to the compensation rate specified in Article 10.
  3. The time to pay compensation (if any) is up to 01 months from the time the two parties sign the confirmation of the compensation level.

Article 12: Recovery of compensation 

  1. For lost or damaged orders, after the maximum time limit for re-complaint settlement, they will be returned to the complainant.
  2. Detecting that due to the fault of the consignor or consignee, at the time of complaint settlement, there is not enough information and basis for identification.
  3. Verify that there is evidence that the actual value of the order is lower than the value of the content of the complaint based on the market price.

Article 13: No liability to compensate 

  1. Due to force majeure events mentioned in quotations, booking notes, contracts…
  2. Because the complainant did not request nor follow SSR Logistics’s instructions such as Insurance, preservation, bagging, safe packing when sending fragile, easily damaged goods…
  3. Being temporarily detained or seized by a competent authority, etc.
  4. Delay, loss, etc. due to the fault of the complainant or the complainant’s counterparty.



Article 14: Competence to handle and settle complaints 


Competence to handle complaints 

Receipt of complaints 

In charge of the department of personnel directly working with customers 

Complaint handling 

Legal committee members in offices 

Receive reports, approve complaint settlement results   

General Director, the person authorized by the General Director