Operating Rules

General Guidelines for Payment, Travel Tour Cancellations, and Green Hotel Bookings on Travelviet
Payment, Cancellation, and Refund Policies for Tours and Green Hotel Bookings on Travelviet
General regulations for payment, tour cancellation and refunds, and green hotel bookings on Travelviet (Hanoi Color Software Co., Ltd. - abbreviated as Travelviet)
I) PAYMENT METHODS AT Travelviet
1 - Cash Payment:
Please visit Travelviet's main office at S01-L26 Solasta Mansion Duong Noi, Ha Dong District, Hanoi City, Vietnam.
2 - Bank Transfer Payment:
| Account Name: HANOI COLOR SOFTWARE CO., LTD. Bank: BIDV – TU LIEM BRANCH - HANOI Account Number: 21710000076879 |
When making a bank transfer, please clearly state your full name, address, phone number, the name of the tour, and the specific departure date you have registered for.
After completing the bank transfer, please send the payment order (via Viber/Zalo/email) to the company and contact the staff in charge of your tour to receive your official tour/travel ticket from Travelviet.
Travelviet will not be responsible for cases where the system automatically cancels your registration if you do not comply with the regulations mentioned above.
For more detailed information, please contact our HOTLINE:
- Hotline: 0912476286
for assistance and further advice on bank transfer payments.
3 - Online Payment via VNPAY Gateway:
- When making a payment, please provide complete information and pay a deposit to secure your booking.
- The deposit amount varies depending on the program/service you choose.
- The remaining balance must be paid:
• 10 business days before the departure date (for regular tours)
• 20 business days before the departure date (for holiday/Tet tours) or immediately after receiving your visa
- A Travelviet representative will contact you directly to provide clear consultation once your online payment transaction has been confirmed.
- Currently, the website system www.travelviet.net accepts payments via domestic ATM/Internet Banking cards; and international cards such as VISA, MASTERCARD, JCB, AMERICAN EXPRESS, AMEX, etc.
Note:
- Customers will pay the tour/service deposit amount + transaction fees (depending on whether you choose a domestic or international payment gateway).
- For ATM/Internet Banking card payments, please register for Internet Banking services with your card-issuing bank before using this payment method.
II) MANDATORY TERMS FOR ONLINE PAYMENTS
1- GENERAL TERMS
- All service prices are calculated in Vietnamese Dong (VND).
- Service prices within the tour are clearly listed in the “Included” section for tours, double-decker bus services, green hotels, etc. Travelviet is not obligated to pay for any costs not specified in the “Included” section.
- If customers pay in USD, the amount will be converted to VND according to the exchange rate of the Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcombank) at the time of payment.
2- PAYMENT
Currently, the website system www.travelviet.net accepts payments via domestic ATM/Internet Banking cards; and international cards such as VISA, MASTERCARD, JCB, AMERICAN EXPRESS, AMEX, etc.
- When making a payment, please provide complete information and pay a deposit to secure your booking.
- The deposit amount varies depending on the program/service you choose.
- The remaining balance must be paid:
• 10 business days before the departure date (for regular tours)
• 20 business days before the departure date (for holiday/Tet tours) or immediately after receiving your visa
- Payment is considered complete when Travelviet receives the full service fee before the departure date as stipulated or as agreed upon in the contract between both parties. Any delayed payment resulting in service cancellation is not the responsibility of Travelviet.
- Travelviet will not be responsible for cases where the system automatically cancels your registration if you do not comply with the regulations mentioned above.
A Travelviet representative will contact you directly to provide clear consultation once your payment transaction has been confirmed.
III) CANCELLATION AND CANCELLATION FEES FOR SERVICES
In case of service cancellation by Travelviet:
If Travelviet is unable to operate the tour/service, Travelviet must immediately inform the customer and refund the full amount paid by the customer within 3 days from the official notification of the tour/service cancellation, either in cash or via bank transfer.
- In case of service cancellation by the customer:
- If you are unable to proceed with the service/tour, you must notify the Company in writing or via email (cancellations/changes made by phone will not be processed). Additionally, please bring your tour/service registration form and payment receipt to the Travelviet office to complete the cancellation/change procedures.
- For cases of service/tour changes/transfers: The Company will assess the actual situation to calculate fees and provide appropriate support to customers.
- In case of service/tour cancellation: Customers must bear the tour/service cancellation fees as per Travelviet's regulations and all bank fees for online payments.
ASIA MARKET
For Regular Days
+ Tour cancellation immediately after the Embassy or Consulate has issued a visa: The cancellation fee is 100% of the tour deposit.
+ Tour cancellation 30 - 45 days before the departure date: The cancellation fee is 10% of the total tour price.
+ Tour cancellation 16 - 29 days before the departure date: The cancellation fee is 30% of the total tour price.
+ Tour cancellation 08 - 15 days before the departure date: The cancellation fee is 60% of the total tour price.
+ Tour cancellation 04 - 07 days before the departure date: The cancellation fee is 90% of the total tour price.
+ Tour cancellation 01 - 03 days before the departure date: The cancellation fee is 100% of the total tour price.
+ Tour cancellation periods are calculated based on business days, excluding Saturdays, Sundays, and public holidays (Tet).
+ Holiday/Tet tours are those whose duration falls on one of the officially designated public holidays or Tet periods.
For Holidays and Tet
+ Tour cancellation immediately after the Embassy or Consulate has issued a visa: The cancellation fee is 100% of the tour deposit.
+ Tour cancellation 30 - 45 days before the departure date: The cancellation fee is 30% of the total tour price.
+ Tour cancellation 16 - 29 days before the departure date: The cancellation fee is 60% of the total tour price.
+ Tour cancellation 08 - 15 days before the departure date: The cancellation fee is 90% of the total tour price.
+ Tour cancellation 01 - 07 days before the departure date: The cancellation fee is 100% of the total tour price.
+ Tour cancellation periods are calculated based on business days, excluding Saturdays, Sundays, and public holidays (Tet).
+ Holiday/Tet tours are those whose duration falls on one of the officially designated public holidays or Tet periods.
+ Tour cancellations must be communicated directly to the Company or via fax, email, and must be confirmed by the Company. Cancellations made by phone will not be accepted.
DOMESTIC MARKET
Regular Day Tours
+ Immediately after deposit or payment, or 15 days prior: 10% of tour price + 100% of airfare will be charged as cancellation fee.
+ Cancellation 10 days before departure: 50% of tour price + 100% of airfare will be charged as cancellation fee.
+ Cancellation 07 days before departure: 70% of tour price + 100% of airfare will be charged as cancellation fee.
+ Cancellation 05 days before departure: 100% of tour price + 100% of airfare will be charged as cancellation fee.
+ If a customer arrives late for the departure time, it will be considered a cancellation 5 days before the departure date.
+ As these are group tours for individual travelers, Travelviet is responsible for gathering enough registered participants (10 adults or more) for the tour to depart as scheduled. If the group size is fewer than 10 participants, the company is responsible for notifying customers 3 days before the departure date and will either arrange a new departure date or fully refund the tour deposit.
+ Tour cancellations must be communicated directly to the Company or via fax, email, text message, and must be confirmed by the Company. Cancellations made by phone will not be accepted.
+ Deposit, payment, cancellation, and tour postponement dates: Saturdays and Sundays are not included.
Holiday/Tet Tours
+ Immediately after deposit or payment, or 15 days prior: 35% of tour price + 100% of airfare will be charged as cancellation fee.
+ Cancellation 10 days before departure: 50% of tour price + 100% of airfare will be charged as cancellation fee.
+ Cancellation 07 days before departure: 70% of tour price + 100% of airfare will be charged as cancellation fee.
+ Cancellation 05 days before departure: 100% of tour price + 100% of airfare will be charged as cancellation fee.
+ If a customer arrives late for the departure time, it will be considered a cancellation 5 days before the departure date.
+ As these are group tours for individual travelers, Travelviet is responsible for gathering enough registered participants (10 adults or more) for the tour to depart as scheduled. If the group size is fewer than 10 participants, the company is responsible for notifying customers 3 days before the departure date and will either arrange a new departure date or fully refund the tour deposit.
+ Tour cancellations must be communicated directly to the Company or via fax, email, text message, and must be confirmed by the Company. Cancellations made by phone will not be accepted.
+ Deposit, payment, cancellation, and tour postponement dates: Saturdays and Sundays are not included.
FOR REGULAR DAY TOURS:
(Tour cancellation periods are calculated based on business days, excluding Saturdays, Sundays, and public holidays)
+ Cancellation immediately after registration: 30% of the total tour price.
+ Cancellation 30 days before departure: 50% of the total tour price.
+ 16-29 days before departure: 75% of the total tour price.
+ 1-15 days before departure: 100% of the total tour price.
FOR HOLIDAY/TET TOURS:
(These are tours whose duration falls on one of the officially designated public holidays or Tet periods in Vietnam. Tour cancellation periods are calculated based on business days, excluding Saturdays, Sundays, and public holidays)
+ Cancellation immediately after registration: 30% of the total tour price.
+ Cancellation 45 days before departure: 50% of the total tour price.
+ 31-44 days before departure: 75% of the total tour price.
+ 1-30 days before departure: 100% of the total tour price.
*** In case of TOUR CHANGES/POSTPONEMENTS/TRANSFERS: Customers must bear the tour cancellation fees as per Travelviet's cancellation policy outlined above. For tour changes/transfers, the Company will review the situation and provide varying levels of support.
Notes:
+ For customers who only purchase a Land tour (i.e., ground services in the destination country), Travelviet does not recommend purchasing/issuing flight tickets independently without confirmed tour departure from Travelviet. We are not responsible for any travel expenses such as additional hotel bookings, flight tickets, visas, etc., if the tour does not depart.
+ Foreign nationals or overseas Vietnamese with a single-entry Vietnam re-entry visa must apply for a new Vietnam re-entry visa for subsequent entry into Vietnam and must carry a separate visa when traveling on the tour.
+ Customers holding dual nationality or a Travel Document (not yet naturalized) must inform the tour sales staff at the time of tour registration and submit the original document along with any related papers (if applicable).
+ Customers holding only a Green Card (foreign resident card) and no longer possessing a valid Vietnamese passport cannot travel to a third country.
+ In cases where children travel with relatives (not parents), a power of attorney certified by local authorities (authorizing the relative to take the child on the tour) must be submitted.
+ For customers aged 75 to 79: a health commitment form with the Company and a health certificate for international travel issued by a doctor are required. The Company encourages purchasing additional premium insurance depending on the tour. Travelviet will not be responsible for any incidents that occur on the tour.
+ We do not accept customers aged 80 or above, or pregnant customers from the 5th month of pregnancy onwards. Pregnant customers are kindly requested to inform us immediately upon tour registration for consultation.
+ Travelviet reserves the right to change the airline or flight times at the last minute, depending on the airlines and weather conditions.
+ Depending on actual conditions, the tour program may be adjusted to suit the situation, but all planned tourist attractions will still be fully covered as initially intended. However, Travelviet will be exempt from responsibility for ensuring visits to attractions in objective circumstances such as:
+ Natural disasters: floods, droughts, earthquakes, etc.
+ Security incidents: protests, terrorism, strikes
+ Aviation incidents: flight rescheduling, cancellation, delays, technical malfunctions, flight security issues, etc.
+ If the above situations occur, Travelviet will consider refunding non-visited tour costs to customers where possible (after deducting services already rendered: visa fees, airfare, etc., and will not be liable for any additional compensation). However, each party is responsible for making maximum efforts to assist the affected party to minimize losses caused by force majeure.
+ In cases where customers are denied exit or entry due to personal reasons, Travelviet is exempt from responsibility and will not refund tour fees. Customers will be responsible for the cost of purchasing a return flight ticket to Vietnam.
+ Depending on the Consulate's visa issuance situation and flight availability, the departure date may be postponed by 1 to 7 days compared to the original departure date, or shifted to the next available tour group.
+ The above are maximum cancellation penalties; these costs may be reduced depending on the terms of each service provider to Travelviet.
+ Tour cancellation periods are calculated based on business days (excluding Saturdays, Sundays, and public holidays).
+ Due to the complexity of visa applications, the tour cancellation conditions mentioned above do not apply to programs to Europe, Australia, the USA, Russia, Japan, South Korea, Egypt, South Africa; these programs will have their own specific cancellation conditions.
+ The cancellation conditions mentioned above do not apply during public holidays or Tet.
FOR CUSTOMERS PAYING ONLINE ON TRAVELVIET.NET
Customers canceling travel tickets (tours) during regular days and holidays/Tet, in accordance with the regulations above, and who paid online, will bear all bank fees associated with the travel ticket payment if the travel ticket is canceled.
Travelviet will process customer refunds immediately after the bank confirms that the funds have been credited to Travelviet's account.
IV. PRICES FOR CHILDREN
INTERNATIONAL MARKET
+ According to airline and service regulations:
+ Under 2 years old: 30% of tour price + Tax (sharing a bed with adults)
+ From 2 – under 12 years old: 80% - 90% of tour price + Tax (sharing a bed with adults). If there are two accompanying children, one child will be charged as an adult to get an extra bed. (Asia Market)
+ From 2 – under 11 years old: 80% - 90% of tour price + Tax (sharing a bed with adults). If there are two accompanying children, one child will be charged as an adult to get an extra bed. (Long-Haul Market)
+ From 12 years old and above: charged at the adult tour price.
DOMESTIC MARKET
+ Children under 02 years old: free tour price, airfare according to airline regulations. Parents or accompanying relatives are responsible for all meal, accommodation, and sightseeing expenses (if any) for the child.
+ Children from 02 – under 05 years old: 100% of airfare; free tour price. Parents or accompanying relatives are responsible for all meal, accommodation, and sightseeing expenses (if any) for the child. Two adults can only be accompanied by one child under 5 years old; for the second child and onwards, a ½ tour ticket must be purchased.
+ Children from 05 – under 11 years old: 100% of airfare; 50% of tour price. This includes meals, a seat on the vehicle, and sharing a bed with the family. Two adults can only be accompanied by one child aged 5 to under 11; for the second child and onwards, parents must purchase an additional single bed or an adult ticket.
+ From 11 years old and above: 100% of tour price and adult standards apply.
IV. SPECIAL REQUESTS DURING THE TOUR
- Customers with special requests must inform Travelviet at the time of registration. Travelviet will endeavor to meet these requests within its capabilities but will not be responsible for any refusal of service from carriers, hotels, restaurants, and other independent service providers.
- Customers will be responsible for additional costs for special requests in specific cases if they can be met, and depending on the quotes provided by logistics providers.
V. HOTELS
- Hotels are provided based on rooms with two single beds (TWIN) or one double bed (DBL), depending on the hotel's room configuration. Triple rooms (TRIPLE) will be arranged when necessary; however, triple rooms are very limited in Japan, Singapore, Malaysia, Europe, Australia, USA, Canada, Russia, etc.
- Hotels/services booked by Travelviet for tour programs meet standards corresponding to the ticket prices chosen by customers when registering for the tour. If changes are necessary for any reason, the substitute hotel/service will be equivalent to the original standard and customers will be notified immediately before the departure date.
VI. TRANSPORTATION
- Transportation methods vary depending on each tour program.
- For programs using air-conditioned cars (4-7-15-25-35-45 seats), Travelviet will arrange vehicles according to the group size and provide service throughout the tour program.
- For programs using trains, airplanes, hydrofoils (public transportation): In some programs, service providers may change departure times without prior notice. Travelviet will inform customers of such changes if time permits.
Travelviet is not responsible for compensation or legal liability for material and emotional damages caused by delays in the departure times of public transportation or by delays caused by the passengers themselves. Travelviet will only provide assistance to minimize losses for customers.
VII. LUGGAGE
- Luggage should be light and compact, with a tag indicating your name and contact phone number.
- For programs utilizing airline services, the free baggage allowance will be determined by the respective airlines.
- Customers are responsible for their own luggage. Travelviet is not responsible for any loss, damage to luggage, or any personal belongings of passengers throughout the trip.
- In case of lost or misplaced luggage: Travelviet will assist passengers in contacting and reporting to relevant departments to locate the lost or misplaced luggage. Compensation for lost or misplaced luggage will be subject to the regulations of the service providers or insurance companies.
VIII. RECEIVING TOUR PROGRAM INFORMATION
Before registering, customers are kindly requested to carefully read the program, costs, and items included as well as not included in the program.
Customers may register for tours and pay for tickets directly or through a representative at Travelviet's offices or branches. Travelviet is only responsible for providing trip information to customers who register directly or to their representatives. Travelviet bears no responsibility if the representative fails to relay or inaccurately relays trip information to the customer.
IX. RESPONSIBILITIES AND OTHER COMMITMENTS.
- From Travelviet
- Ensure all services are provided strictly according to the program.
- Fully disseminate all necessary information/regulations for domestic and international travel before the departure date.
- For international tour programs, Travelviet is not responsible for passengers denied exit or entry by relevant foreign authorities. All expenses arising from such denial, including cancellation penalties from service providers, must be borne by the customer.
- From the customer's side:
- Make full and timely payments.
- Adhere to the program and follow the Tour Guide throughout the trip.
- Provide complete passports, photos, and other documents related to immigration procedures, in the correct category as required and when requested.
- Comply with the regulations and laws of the visited countries/localities during the tour.
- Travelviet is not legally or financially responsible if customers are fined for violating the laws or regulations of the host country.
- Customers are responsible for paying all expenses incurred due to violations. Travelviet's only responsibility in such cases is to assist customers in minimizing damages.
Depending on the actual situation, Travelviet reserves the right to change the itinerary, rearrange the order of attractions, or cancel the tour at any time deemed necessary for the convenience or safety of customers, and will inform customers accordingly.
In the event of a dispute during the execution of services, the matter will be resolved through negotiation. If no resolution is reached, the case will be brought before a court in accordance with current legal provisions. All related costs will be borne by the losing party./.
Hanoi 11295 view
Update day : 29/05/2024
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