Unless otherwise stated in the quotation, invoice or booking confirmation issued by VIETNAMLAND TRAVEL, a deposit equal to 30% of the total booking value is required to confirm a booking.
The deposit is generally non-refundable. However, where a booking is postponed rather than cancelled, VIETNAMLAND TRAVEL may, at its discretion and subject to suppliers’ conditions, allow the deposit to be applied as a credit toward a future booking. Any amendment fees, price differences, supplier penalties and non-refundable expenses will be deducted from the available credit.
The remaining balance, normally 70% of the total booking value, must be paid no later than 14 days before the scheduled commencement date of the first service.
A booking will only be considered confirmed after:
VIETNAMLAND TRAVEL has issued a written booking confirmation; and
The required deposit or full payment has been received and verified by VIETNAMLAND TRAVEL.
For bookings made within 14 days of the service commencement date, full payment may be required immediately.
Depending on the nature, value and timing of the booking, VIETNAMLAND TRAVEL may require a deposit greater than 30%, an earlier balance payment or full payment at the time of confirmation. Any different payment conditions will be communicated before the customer confirms the booking.
The following special conditions may apply:
If the total booking value is less than USD 600, full payment may be required in advance.
During public holidays, festivals, Christmas, New Year, Lunar New Year and other high or peak seasons, hotels and other suppliers may require earlier or full payment to secure the reservation.
Certain Halong Bay cruises, Mekong River cruises and services in Vietnam, Cambodia or Laos may be subject to strict non-refundable or non-changeable conditions imposed by the relevant suppliers.
Airline, train and other transport tickets may require immediate payment and may become non-refundable once issued.
Depending on the applicable airfare, group size, booking value or suppliers’ conditions, VIETNAMLAND TRAVEL may require a deposit greater than 30%.
For large groups, series bookings, MICE arrangements or bookings with substantial supplier commitments, full payment may be required more than 30 days before arrival.
Tailor-made tours and bookings made through travel agents may be subject to separate payment schedules stated in the applicable quotation, invoice or booking confirmation.
Where special payment conditions apply, they will take precedence over the standard payment schedule stated in Section 1.1.
All payments must be received, verified and confirmed by VIETNAMLAND TRAVEL. A transfer receipt or payment screenshot does not, by itself, constitute confirmation that payment has been received.
The customer or booking agent is responsible for providing accurate information, including traveller names, passport details, travel dates, flight information and payment references.
VIETNAMLAND TRAVEL will not be responsible for additional charges, service cancellation or booking delays resulting from incorrect, incomplete or late information supplied by the customer, booking agent or a third-party service provider.
If incorrect payment or booking information requires an amendment, the customer will be responsible for any resulting bank charges, administrative fees, price differences and supplier penalties.
If payment cannot be verified before the applicable deadline, VIETNAMLAND TRAVEL may request payment by another approved method to secure the booking. If payment is not received by the stated deadline, the relevant services may be released or cancelled without further liability to VIETNAMLAND TRAVEL.
VIETNAMLAND TRAVEL accepts eligible debit and credit cards, including:
Visa;
Mastercard; and
American Express, where available.
Our travel consultant will provide a secure online payment link. Customers should only make card payments through a payment link officially issued or confirmed by VIETNAMLAND TRAVEL.
The following card-processing fees may apply:
Visa or Mastercard: 3% of the transaction amount;
American Express: 4.5% of the transaction amount.
The applicable processing fee will be disclosed before payment and may be added to the amount payable.
The customer’s card issuer or bank may also charge foreign transaction, currency-conversion or other banking fees. Such fees are determined and collected by the relevant financial institution and are not charged or controlled by VIETNAMLAND TRAVEL.
Payment may be made by bank transfer to the official bank account specified in the quotation, invoice or payment instructions issued by VIETNAMLAND TRAVEL.
The customer is responsible for all bank transfer charges, intermediary bank fees and currency-conversion costs. VIETNAMLAND TRAVEL must receive the full amount stated in the relevant invoice unless otherwise agreed in writing.
When making a bank transfer, the customer should include the booking reference and lead traveller’s name in the payment description and provide a copy of the transfer confirmation to the responsible travel consultant.
For security purposes, customers must verify any request to change VIETNAMLAND TRAVEL’s bank account details by contacting us directly through our official contact information before making payment.
If the required payment is not received by the stated deadline, VIETNAMLAND TRAVEL reserves the right to:
Withhold confirmation of the booking;
Release any hotel rooms, transport, tickets or other reserved services;
Treat the booking as cancelled by the customer; and
Apply the relevant cancellation charges under Section 2 of these Terms and Conditions.
Any reinstatement of a released booking will be subject to availability, revised prices and suppliers’ conditions.
You may cancel your booking at any time by notifying VIETNAMLAND TRAVEL in writing. A cancellation will only become effective on the date we receive your written notice.
Unless otherwise stated in your booking confirmation, the deposit is non-refundable and will be applied toward the applicable cancellation charges set out below. We strongly recommend that you obtain appropriate travel insurance, including cancellation coverage, from the date your booking is confirmed.
All cancellation periods are calculated from the scheduled commencement date of the first service included in the booking.
More than 21 days before departure: A cancellation charge equal to the deposit, normally 30% of the total booking value, will apply. Any amount paid in excess of the applicable cancellation charge may be retained as a travel credit and used toward another tour or service booked with VIETNAMLAND TRAVEL within 365 days from the date of the original deposit. Any unused credit will expire after this period.
From 7 to 21 days before departure: 50% of the total booking value.
From 1 to 6 days before departure: 100% of the total booking value.
No-show: 100% of the total booking value.
More than 60 days before departure: A cancellation charge equal to the deposit, normally 30% of the total booking value, will apply. Any amount paid in excess of the applicable cancellation charge may be retained as a travel credit and used toward another tour or service booked with VIETNAMLAND TRAVEL within 365 days from the date of the original deposit. Any unused credit will expire after this period.
From 30 to 60 days before departure: The deposit and any applicable administrative or supplier charges.
From 15 to 29 days before departure: 50% of the total booking value or the deposit paid, whichever is greater.
From 1 to 14 days before departure: 100% of the total booking value.
VIETNAMLAND TRAVEL will make reasonable efforts to recover refundable amounts from its suppliers and pass any recovered amounts on to the customer, after deducting the applicable cancellation charges, administrative expenses and bank or payment-processing fees. However, charges already imposed by suppliers cannot be waived or refunded by VIETNAMLAND TRAVEL.
Certain services, including airline tickets, train tickets, cruises, special-event tickets and promotional hotel rates, may be non-refundable or non-changeable once confirmed. Cancellation or amendment of these services may result in a charge of up to 100% of the relevant service cost, in addition to any other applicable cancellation charges.
If one or more members of a group cancel their participation, the per-person price for the remaining travellers may increase. The remaining travellers will be responsible for paying any resulting price difference.
Where suppliers impose booking-specific cancellation or amendment conditions, those conditions will be communicated by our travel consultant and stated in the relevant quotation, invoice or booking confirmation.
Tailor-made tours, private groups, series bookings, MICE arrangements and bookings made through travel agents may be subject to separate cancellation conditions. Any such conditions will be communicated before the booking is confirmed.
Approved refunds will be returned using the original payment method wherever reasonably possible. Bank charges, currency-conversion differences and payment-processing fees may be deducted from the refundable amount.
Any eligible refund will normally be processed within 15–30 business days after VIETNAMLAND TRAVEL has received the corresponding refund from the relevant suppliers.
VIETNAMLAND TRAVEL will make reasonable efforts to operate all confirmed tours and services as described in the applicable itinerary or booking confirmation. However, travel arrangements are often made well in advance and depend on third-party suppliers. It may therefore occasionally be necessary for us to modify or cancel part or all of a booking.
We will notify you as soon as reasonably possible of any material change or cancellation.
If VIETNAMLAND TRAVEL makes a material change to or cancels a confirmed service for reasons within our reasonable control, we will, where possible, offer you one of the following options:
An equivalent or reasonably similar service of the same or a higher standard, subject to availability;
A service of a lower standard, together with a refund of the applicable difference in price; or
Cancellation of the affected service and a refund of the amount paid to VIETNAMLAND TRAVEL for that service.
You must notify us of your selected option within the period stated in our notice. If we do not receive your response within that period, we may treat the proposed replacement arrangement as accepted where permitted by applicable law.
Once the full booking amount has been paid, VIETNAMLAND TRAVEL will not cancel the booking except where:
You fail to comply with the payment or booking conditions;
You fail to provide the information or travel documents required to operate the booking;
Your conduct presents a safety risk or materially affects other travellers, suppliers or staff; or
Circumstances beyond our reasonable control make performance impossible, unlawful or unsafe.
Where a booking is affected by a Force Majeure Event, it will be handled in accordance with the Force Majeure section of these Terms and Conditions. Depending on the circumstances and suppliers’ policies, VIETNAMLAND TRAVEL may offer an alternative service, rescheduling, a travel credit or a refund of amounts successfully recovered from suppliers, less any non-refundable costs and reasonable administrative expenses.
Unless otherwise required by applicable law, VIETNAMLAND TRAVEL will not be liable to pay compensation exceeding the amount received for the cancelled or materially affected service. This limitation does not exclude or restrict any liability that cannot lawfully be excluded or restricted.
No refund, exchange or credit will be provided for accommodation, meals, sightseeing, transportation or other included services voluntarily not used by the Customer.
Claims must be submitted in writing to VIETNAMLAND TRAVEL within 30 days after the tour, together with the booking reference and supporting documents. Any adjustment will be based on the actual value of the affected service, not an average daily rate.
Late claims may still be considered, but the delay may limit our ability to investigate or recover funds from suppliers.
Customers are responsible for:
Checking all itineraries, vouchers, tickets and personal details and promptly reporting any errors;
Providing accurate information and holding valid passports, visas and permits;
Arriving at the agreed meeting point on time;
Following reasonable instructions from VIETNAMLAND TRAVEL, guides, drivers, suppliers and authorities; and
Paying for damage directly caused by their deliberate or negligent conduct.
Failure to arrive as confirmed may be treated as a cancellation or no-show.
Unless otherwise stated in the quotation:
Under 2 years: Free when sharing existing services with adults;
From 2 to under 5 years: 50% of the adult tour price;
From 5 to under 12 years: 75% of the adult tour price;
From 12 years: Charged as an adult.
Age is determined on the first service date. Airfares, train tickets, cruises, extra beds, meals and entrance fees are subject to individual supplier policies.
Children must be accompanied and supervised by a responsible adult.
Early check-in and late check-out are not included unless stated in the Booking.
Both are subject to hotel availability and additional charges. An additional night may be required to guarantee immediate check-in after an early arrival.
Travellers under 18 must be accompanied by a responsible adult.
Customers must inform VIETNAMLAND TRAVEL before confirmation of any medical condition, disability, pregnancy, allergy, dietary requirement or mobility issue that may affect the trip.
Customers are responsible for obtaining appropriate medical advice, vaccinations and medication. We will reasonably assist with disclosed needs but cannot guarantee accessibility at every destination.
Customers are responsible for obtaining and maintaining valid passports, visas, permits and other required documents.
Requirements vary by nationality and destination and may change. Customers should confirm current requirements with the relevant embassy, consulate or immigration authority.
VIETNAMLAND TRAVEL may provide general assistance but cannot guarantee visa approval, boarding or entry. Cancellation charges may apply if services cannot be used because of missing or invalid documents.
Some itineraries may involve walking, trekking, hiking, cycling, boating, stairs or uneven terrain.
Customers must consider their health, fitness and mobility before participating and must follow all safety instructions. International and adventure travel may involve inherent risks that cannot be completely eliminated.
Customers must not participate when illness, injury, alcohol, drugs or another condition creates a safety risk.
Routes, schedules, accommodation, attractions, guides and transport may change because of weather, traffic, supplier operations, local restrictions or safety concerns.
VIETNAMLAND TRAVEL will provide notice of material changes as soon as reasonably possible and will try to arrange an equivalent alternative.
Urgent safety changes may be made without prior approval. Any material additional cost will be communicated as soon as possible.
VIETNAMLAND TRAVEL may take photographs or videos during a tour. Identifiable images will not be used for promotional purposes without the Customer’s consent.
Customers who do not wish to be photographed should inform their travel consultant or guide. Parental or guardian consent is required before using identifiable images of children.
Any service issue should be reported immediately to the guide, supplier or VIETNAMLAND TRAVEL consultant so that we have an opportunity to resolve it during the trip.
Unresolved complaints should be submitted within 30 days after the tour, together with the booking reference, supporting evidence and requested resolution.
Email: info@vietnamlandtravel.com
Late complaints may still be considered, but delay may affect our ability to investigate.
Customers are strongly advised to obtain comprehensive travel insurance covering:
Trip cancellation or interruption;
Medical treatment and emergency evacuation;
Accident, injury or death;
Baggage and personal belongings; and
Flight delays and missed connections.
Unless expressly stated, insurance is not included in the tour price. Customers are responsible for reviewing the policy and disclosing relevant medical conditions.
Failure to obtain adequate insurance does not transfer uninsured losses or expenses to VIETNAMLAND TRAVEL.
VIETNAMLAND TRAVEL provides services directly and through independent suppliers such as airlines, hotels, cruises, transport providers and guides.
We will exercise reasonable care in selecting and coordinating suppliers. Each supplier remains responsible for its own services.
Where a confirmed service is not provided due to a matter within our reasonable control, we will, where appropriate:
Provide an equivalent replacement;
Refund the difference for a lower-standard service; or
Refund the amount paid for the affected service.
To the extent permitted by law, our liability for an affected service will not exceed the amount paid to us for that service.
Nothing in these Terms excludes liability for fraud, wilful misconduct, death or personal injury directly caused by negligence, or any right that cannot legally be excluded.
A Force Majeure Event is an event beyond reasonable control that prevents, delays or makes travel unsafe. It may include natural disasters, severe weather, epidemics, war, civil unrest, government action, border closures, strikes or major transport disruption.
Depending on the circumstances and supplier conditions, VIETNAMLAND TRAVEL may offer:
An alternative itinerary;
Rescheduling;
A travel credit; or
A refund of amounts recovered from suppliers after deducting non-refundable costs and reasonable administrative expenses.
Neither party will be liable for delay or failure caused by a Force Majeure Event, except where liability cannot legally be excluded.
By confirming a Booking, making a payment or using our services, the Customer acknowledges that they have read, understood and agreed to these Terms and Conditions.
These Terms do not restrict any consumer right that cannot lawfully be excluded.