BOOKING TERMS & CONDITIONS

Please read the following booking terms and conditions carefully before confirming your travel arrangements with Vietlong Travel.

1. Booking

To proceed with a booking, the client is required to provide all necessary booking details, including full names, travel dates, passport information, rooming arrangements, flight details, special requests, dietary requirements, and any health or mobility conditions, if applicable.

All names must be exactly the same as shown on the clients’ passports. Once the booking confirmation and invoice have been issued, clients are kindly requested to check all details carefully, including names, dates, timings, services, hotel information, and travel arrangements. Any errors must be reported to us immediately.

The booking information provided to Vietlong Travel may be shared with relevant suppliers, including hotels, airlines, cruises, transportation companies, tour guides, immigration authorities, or other parties involved in operating the travel services. By confirming the booking, clients agree that such information may be used for the purpose of arranging and operating the trip.

2. Payment Terms

In order to guarantee the booking, a deposit is required after the booking confirmation has been issued.

Unless otherwise stated in the quotation or invoice, the standard payment schedule is as follows:

  • First deposit: 30% of the total tour cost to confirm the booking

  • Balance: The remaining balance can be paid in USD cash upon arrival, or by bank transfer / credit card before arrival, depending on the agreement stated in the invoice

For some special services, such as domestic flights, cruises, luxury hotels, high-season bookings, peak holiday periods, or non-refundable services, a different payment schedule may be required according to the suppliers’ conditions. This will be advised clearly at the time of booking.

All payments must be made according to our official invoice only. Any bank charges, transfer fees, or payment processing fees must be covered by the client.

3. How to Pay

We have two common payment methods:

3.1. Credit Card Payment via Secure OnePay Link

For your convenience, payment can be made by credit card through our secure OnePay payment system.

Kindly note that a 3.5% surcharge will be applied to cover bank processing fees.

After receiving your confirmation, we will generate and send the secure payment link for your arrangement.

3.2. Bank Transfer

Payment can also be made by direct bank transfer to our bank account.

This method is usually preferred if you would like to avoid the additional credit card surcharge. Full bank details will be provided for your arrangement.

Please note that all bank charges from both the sending bank and receiving bank, if any, must be covered by the client.

4. Amendments

Any amendment request must be sent to us in writing by email or official message.

We will do our best to support any reasonable changes, such as travel dates, hotel upgrades, room type, tour program, transportation, flights, or special arrangements. However, amendments are subject to availability and supplier conditions at the time of request.

Any additional costs caused by amendments, including hotel charges, airfare differences, cruise penalties, transportation changes, guide fees, or other supplier charges, must be paid by the client.

If the amendment results in a lower tour cost, the refund or credit will depend on the cancellation and amendment policies of the relevant suppliers.

5. Cancellation Policy

Any cancellation request must be sent to us in writing and will only take effect once received and confirmed by Vietlong Travel.

5.1. Cancellation by the Client

After the booking has been confirmed and the deposit has been made, a compulsory administrative fee may apply to cover handling costs and charges from hotels, airlines, cruises, transportation providers, and other service suppliers.

Unless otherwise stated in the quotation or invoice, the following cancellation charges may apply:

  • Between 65 and 45 days before departure: 20% of the total tour cost

  • Between 44 and 35 days before departure: 30% of the total tour cost

  • Between 34 and 15 days before departure: 50% of the total tour cost

  • Between 14 and 7 days before departure: 80% of the total tour cost

  • 7 days or less before departure: 100% of the total tour cost

For cancellations made after full payment, any refundable amount will depend on the actual cancellation charges applied by hotels, airlines, cruises, transportation companies, and other suppliers.

In some cases, instead of a refund, the remaining value may be held as travel credit for a future booking, after deducting all non-refundable costs and supplier charges.

Please note that cancellation policies for Mekong cruises, Halong Bay cruises, domestic flights, high-season hotels, luxury resorts, and special holiday periods may be different and are subject to each supplier’s own policy. The exact cancellation policy will be advised by our travel consultant at the time of booking.

5.2. Cancellation Not Caused by the Client

Vietlong Travel always makes every effort to operate all tours as planned. However, due to circumstances beyond our control, such as weather conditions, natural disasters, government restrictions, flight changes, road conditions, supplier issues, or other unexpected events, it may be necessary to modify, replace, or cancel certain services.

In such cases, we will inform the client as soon as possible and do our best to arrange one of the following alternatives:

  • Services of an equivalent or similar standard, if available

  • Services of a lower standard with a refund of the price difference, if applicable

  • Cancellation with a refund of the recoverable amount after deducting any supplier charges already incurred

If Vietlong Travel must cancel the tour before departure due to circumstances beyond our control, we will refund the amount paid for the affected services after deducting any non-refundable costs already charged by suppliers. No further compensation will be paid.

6. Feedback or Complaints

We always aim to provide smooth, enjoyable, and well-organized travel experiences.

If you are not satisfied with any aspect of the services arranged by Vietlong Travel, please inform us as soon as possible during the trip. This allows us to check the situation and find a suitable solution immediately.

We kindly request that any complaint be reported while the tour is still ongoing, rather than only after returning home, so that we have the opportunity to remedy the problem on the spot.

After the trip, we also welcome your feedback, as it helps us improve our services and better support future travelers.

7. Liability & Responsibility

Vietlong Travel acts as a local tour operator and booking agent for services provided by hotels, airlines, cruises, transportation companies, restaurants, tour guides, and other suppliers.

We are responsible for arranging and coordinating the services confirmed in the official itinerary and invoice. However, we shall not be held responsible for any loss, injury, delay, accident, damage, schedule change, or additional expense caused by circumstances beyond our control or by third-party suppliers, unless caused by our own proven negligence.

Clients are responsible for ensuring that they have valid passports, visas, travel documents, travel insurance, health conditions suitable for travel, and any required permits or vaccinations.

We strongly recommend that all clients purchase comprehensive travel insurance covering medical expenses, trip cancellation, personal accidents, baggage loss, flight delays, and emergency assistance.

By confirming the booking with Vietlong Travel, the client acknowledges and agrees to the above booking terms and conditions.