Cancellation & Refund Policy

1Booking Confirmation and Deposit Payment

A booking is considered confirmed when Vietlong Travel has issued a written Booking Confirmation, the parties have agreed to the applicable booking conditions, and the required deposit or other agreed confirmation requirements have been fulfilled.

Unless otherwise specified in the confirmed quotation, a deposit equivalent to 30% of the total tour price may be required to secure the booking.

The deposit forms part of the total tour payment and is not an additional charge.

The amount of the deposit, payment schedule, and applicable cancellation conditions will be clearly stated in the Booking Confirmation or accompanying travel contract.

Any special payment or cancellation conditions must be disclosed before the traveller confirms the booking.

2Standard Cancellation Charges

If a traveller voluntarily cancels a confirmed booking, the following cancellation charges will apply to the confirmed tour deposit, subject to any applicable special conditions expressly agreed before booking and any mandatory legal requirements.

Cancellation Charges Based on the Deposit

For standard bookings governed solely by this schedule, the amount retained under the cancellation schedule will not exceed the confirmed deposit.

Any additional cancellation liability must arise from a separate, clearly disclosed and validly agreed condition or an applicable legal obligation. Such amounts must not be imposed without an appropriate contractual or legal basis.

How Cancellation Periods Are Calculated

Cancellation periods are calculated in calendar days before the scheduled commencement date of the booked travel programme.

The departure date itself is treated as zero days before departure.

For calculation purposes, Vietnam local time (UTC+7) applies unless the Booking Confirmation expressly specifies another time zone.

All cancellation periods are mutually exclusive, ensuring that only one cancellation band applies to a particular request.

3How Your Cancellation Refund Is Calculated

We aim to make every refund calculation clear and easy to understand.

The applicable standard cancellation charge is calculated by multiplying the confirmed deposit by the percentage corresponding to the date on which the cancellation is received.

Where a traveller has already paid more than the required deposit, any additional advance payment will be included in the refund calculation, subject to separately agreed special conditions and applicable law.

Vietlong Travel will provide a written breakdown of any amounts retained and refunded.

Example: A USD 2,000 Private Vietnam Tour

Suppose a traveller confirms a private tour with the following arrangements:

Total Tour Price

USD 2,000

Booking Deposit

30%

Deposit Paid

USD 600

The standard cancellation schedule would produce the following results:

These examples assume that no separately agreed special cancellation conditions apply.

Our Commitment to Transparency

Travellers will be informed of the applicable cancellation calculation and refund amount before the refund is processed.

4How to Submit a Cancellation Request

To ensure that cancellations are recorded accurately and processed fairly, all cancellation requests must be submitted in writing.

Requests should be sent to the official Vietlong Travel email address identified in the Booking Confirmation.

The request should include the booking reference, lead traveller's name, scheduled departure date, and a clear statement requesting cancellation.

The effective cancellation date will generally be the date on which the written notice reaches Vietlong Travel's designated communication channel, subject to applicable law.

Vietlong Travel will acknowledge receipt and confirm the applicable cancellation conditions.

We recommend requesting written acknowledgement of your cancellation for your records.

5Special Cancellation Conditions and Non-Refundable Services

Although our standard cancellation policy is designed to be clear and traveller-friendly, certain travel services may be subject to different conditions imposed by suppliers.

These may include:

• International and domestic flight tickets.
• Luxury cruises and private vessel charters.
• Specially contracted accommodation.
• Peak-season hotel reservations.
• Private transport or specialist equipment arrangements.
• Special-event bookings and certain advance-purchase services.

Where a service has a more restrictive cancellation condition, Vietlong Travel will disclose the relevant terms before the booking is confirmed.

Such conditions will apply only where they have been validly incorporated into the booking agreement, subject to applicable law.

No Duplicate Cancellation Charges

Vietlong Travel will not charge the same cancellation cost twice.

Where separately agreed supplier cancellation charges apply, the cancellation statement will explain how these interact with the standard deposit-based schedule.

A cost already covered by the standard cancellation charge will not be charged again.

We will take reasonable steps to request available refunds or reductions from the relevant suppliers where appropriate.

Any additional financial responsibility must be supported by the agreed contractual conditions and applicable law.

Our objective is to avoid unexpected charges and provide travellers with a clear understanding of their financial commitments before booking.

6Changes to Travel Dates and Rescheduling Requests

We recognise that travellers may sometimes wish to postpone their holiday rather than cancel it entirely.

If you need to change your departure date, please contact Vietlong Travel as early as possible.

We will review the requested changes and assess the availability of the relevant travel services.

Where feasible, we may offer the opportunity to reschedule the tour, subject to:

• Availability of hotels, guides, transportation, and other confirmed services.
• Applicable differences in travel costs or seasonal pricing.
• Supplier amendment fees and restrictions.
• Any other conditions agreed in the original booking.

Any additional costs or changes to the itinerary will be communicated before the traveller accepts the revised arrangements.

Rescheduling Is Not Automatically Treated as Cancellation

Where both parties agree to amend the travel dates and continue the existing booking, the change will be treated as an amendment rather than a cancellation, unless otherwise expressly agreed.

If the requested postponement cannot be accommodated, the traveller may choose to retain the original booking or request cancellation under the applicable conditions.

7Partial Cancellation and Reduction in Group Size

For bookings involving two or more travellers, cancellation by one or more participants may affect the cost of the remaining arrangements.

For example, the cancellation of one traveller from a two-person booking may result in additional single-room accommodation costs or changes to shared transportation expenses.

Where a partial cancellation occurs, Vietlong Travel will:

• Review the cancellation conditions applicable to the departing traveller.
• Recalculate the costs of services affected by the revised group size.
• Inform the remaining travellers of any necessary price adjustments.
• Obtain agreement to material changes before proceeding.

A reduction in group size will not automatically result in the cancellation of the entire booking unless the programme cannot reasonably operate under the revised arrangements or the parties agree otherwise.

Any financial adjustments must be clearly explained and consistent with the confirmed booking terms.

8No-Shows and Unused Travel Services

A no-show occurs when a traveller fails to arrive for the scheduled commencement of the confirmed programme without providing an effective cancellation or amendment notice.

Under the standard deposit-based cancellation schedule, a no-show is subject to a cancellation charge of 100% of the confirmed deposit.

Any additional consequences involving separately contracted non-refundable services will be determined by the conditions disclosed and accepted before booking, together with applicable law.

Where a traveller voluntarily chooses not to use certain services after the tour has commenced, refunds are not automatically guaranteed.

However, Vietlong Travel will review the circumstances and any recoverable supplier amounts, taking account of contractual obligations and the reason for the unused services.

This provision does not remove any legal rights arising from a failure by Vietlong Travel to deliver the contracted services.

9Cancellation Due to Personal Circumstances

Travellers may occasionally need to cancel a holiday because of illness, family emergencies, work commitments, or other personal circumstances.

Unless otherwise required by law or expressly provided in the booking agreement, voluntary cancellations for personal reasons will generally be handled according to the applicable cancellation schedule.

We encourage travellers to purchase suitable travel insurance that includes relevant trip-cancellation benefits.

Where appropriate, Vietlong Travel may provide a cancellation statement or supporting booking documentation to assist with an insurance claim.

Any insurance reimbursement remains subject to the insurer's policy conditions and assessment.

Requests for Exceptional Consideration

We recognise that some circumstances may be particularly difficult.

Travellers experiencing serious personal emergencies are encouraged to contact us as soon as reasonably practicable.

Vietlong Travel may consider alternative travel dates, requests for supplier concessions, or other reasonable arrangements on a case-by-case basis.

Any discretionary assistance will be communicated in writing and will not diminish the traveller's existing contractual or legal rights.

10Force Majeure and Extraordinary Circumstances

Travel arrangements may occasionally be affected by extraordinary circumstances beyond the reasonable control of the parties.

Depending on the circumstances and applicable law, such events may include severe natural disasters, exceptional government restrictions, armed conflict, or other events that legally qualify as force majeure.

Where such circumstances significantly affect the confirmed itinerary, Vietlong Travel will communicate with the traveller and review the available options.

These may include postponement, suitable alternative arrangements, cancellation, refunds, or other remedies, depending on the applicable contractual and legal requirements.

The standard voluntary cancellation schedule will not automatically determine the financial consequences of a legally qualifying force majeure event.

Likewise, the occurrence of an extraordinary event does not automatically make all payments non-refundable.

The parties' respective rights and obligations will be assessed in accordance with the booking agreement and applicable law.

11Cancellation by Vietlong Travel

The standard cancellation charges described in Section 2 apply to voluntary cancellations initiated by travellers.

They do not automatically apply when Vietlong Travel cancels a confirmed tour.

If Vietlong Travel is unable to provide the contracted travel programme, we will inform the traveller as soon as reasonably practicable and explain the circumstances.

Depending on the contractual obligations and applicable law, we may offer an appropriate alternative programme, revised travel dates, a refund, or another available remedy.

Where the traveller is legally entitled to a monetary refund, we will not require the traveller to accept a travel credit instead.

If Vietlong Travel cancels a tour because the required minimum number of participants has not been reached, the specific departure conditions and the customer's applicable rights will govern the outcome.

Our commitment is to handle such situations transparently, responsibly, and in accordance with the services we have agreed to provide.

12Refund Processing Procedures

Once a cancellation request has been reviewed, Vietlong Travel will provide written confirmation of the applicable cancellation conditions and refund calculation.

The refund statement will identify, where relevant:

• The original total booking value.
• The confirmed deposit.
• The total amount received.
• The applicable standard cancellation charge.
• Any separately agreed supplier-related adjustments.
• The final refundable amount.

Refund Payment Method

Refunds will normally be processed through an appropriate traceable payment method, subject to applicable law and payment-provider requirements.

Where practical, the original payment channel will be used.

If an alternative refund method is necessary, the arrangements will be communicated and agreed appropriately.

Refund Processing Time

Service standard: Vietlong Travel aims to initiate approved refunds within 14 business days after the cancellation and refund entitlement have been confirmed, unless a shorter period is required by applicable law.

Some payment methods may require additional processing time before the funds reach the customer's account.

If a supplier-related issue affects the processing of a particular refund, Vietlong Travel will keep the traveller informed. Such an issue will not be used to postpone a refund beyond an applicable mandatory legal deadline.

This processing period is our operational commitment.

Payment Processing Fees

Any lawful, non-refundable payment-processing fees or transaction charges must have been disclosed and agreed where required.

Vietlong Travel will not impose undisclosed administrative deductions or retain amounts without a valid contractual or legal basis.

13Travel Credits as an Alternative to Refunds

Where appropriate, Vietlong Travel may offer a travel credit for future travel instead of an immediate refund.

Travel credits may be useful for travellers who wish to postpone rather than abandon their holiday.

Any such arrangement will require the traveller's agreement and should clearly specify:

• The value of the credit.
• The period during which it may be used.
• Any transferability conditions.
• The services to which it may be applied.
• Any restrictions or additional payment requirements.

A travel credit will not be imposed in place of a monetary refund where the traveller is legally entitled to receive that refund.

14Travel Agency and B2B Partner Bookings

Bookings made through international travel agencies, tour operators, or other authorised commercial partners may be subject to separately negotiated cancellation terms.

Such terms may reflect wholesale pricing, group allocations, scheduled departure commitments, payment arrangements, and other commercial conditions.

Where a valid B2B agreement applies, the relevant cancellation and refund provisions will govern the commercial relationship between Vietlong Travel and the partner, subject to applicable law.

The partner is responsible for communicating the relevant customer-facing booking conditions within the scope of its own contractual and legal obligations.

The parties should also define responsibility for communicating amendments, handling customer refunds, and resolving service-related concerns.

This standard consumer cancellation policy will not automatically override a separately negotiated B2B agreement.

15General Principles and Customer Protection

Vietlong Travel aims to apply its cancellation and refund policy in accordance with the following principles.

Transparency

Cancellation conditions and material financial commitments should be clearly communicated before a booking is confirmed.

Fairness

Any amount retained following cancellation must have an appropriate contractual or legal basis.

Consistency

Comparable bookings governed by the same conditions should be handled consistently.

Accountability

Travellers should receive clear explanations of cancellation charges, refund calculations, and applicable procedures.

Good-Faith Cooperation

Where travel plans change, we encourage open communication and the consideration of reasonable alternatives.

Respect for Legal Rights

Nothing in this policy is intended to exclude or restrict consumer protections, refund entitlements, or other rights that cannot lawfully be excluded.

16Acceptance and Application of This Policy

This Cancellation & Refund Policy forms part of the applicable Booking Terms & Conditions only when it has been properly incorporated into the relevant travel agreement.

Travellers should be given a reasonable opportunity to review the applicable cancellation conditions before confirming their booking or making a deposit.

Any special cancellation conditions must be clearly identified and accepted where required.

For bookings already confirmed, the applicable contractual terms will continue to govern unless the parties validly agree otherwise.

Our Commitment to Fair and Responsible Travel

At Vietlong Travel, we know that a holiday represents more than a financial transaction. It is often something travellers have planned, anticipated, and saved for over many months.

We also recognise that confirmed travel arrangements involve real commitments to the local hotels, guides, transportation providers, and communities that help bring each journey to life.

Our cancellation policy is designed to respect both sides of that relationship.

By providing transparent conditions, fair procedures, and clear communication, we aim to help every traveller book with greater confidence.

Fair Terms. Clear Commitments. Meaningful Journeys.

Website: https://vietlongtravel.com