Tour Interruption & Unused Services Refund Policy

Introduction

At Vietlong Travel, we believe that a successful journey requires not only thoughtful preparation and professional arrangements, but also clear and fair solutions when unexpected circumstances arise.

Although most journeys proceed as planned, we understand that travellers may occasionally need to shorten their holidays, withdraw from certain activities, change their arrangements, or return home earlier than expected.

Such decisions may result from personal circumstances, illness, family emergencies, unexpected changes in travel plans, or other events occurring after a tour has commenced.

We also recognise that many travel arrangements involve advance commitments to hotels, transportation providers, tour guides, cruise operators, and other local suppliers.

Our Tour Interruption, Early Termination & Unused Services Refund Policy is designed to balance these practical commitments with our responsibility to treat travellers fairly and transparently.

This policy supplements our existing Booking Cancellation, Deposit & Refund Policy.

It does not replace or modify the agreed pre-departure cancellation schedule.

1Scope and Application

1.1. When This Policy Applies

This policy applies when a confirmed traveller has commenced their tour and subsequently:

• Decides to discontinue the journey before its scheduled completion.
• Requests cancellation of the remaining itinerary.
• Leaves a group tour before its scheduled end.
• Chooses not to participate in one or more included activities.
• Requests changes resulting in unused travel services.
• Experiences circumstances that materially interrupt the journey.

The policy applies to services contracted with Vietlong Travel, subject to the confirmed booking conditions and applicable law.

1.2. When Is a Tour Considered to Have Started?

A tour is considered to have commenced when the first contracted service begins under the confirmed itinerary.

Depending on the booking, this may be:

• An airport pickup.
• A scheduled hotel check-in.
• The departure of an organised excursion.
• The commencement of a private transfer.
• Another service expressly identified as the start of the tour.

The relevant starting point will be determined by the confirmed itinerary and booking documentation.

1.3. Relationship with the Pre-Departure Cancellation Policy

The pre-departure cancellation schedule governs eligible voluntary cancellations occurring before the tour starts.

Once the tour has commenced, cancellations affecting the remaining services will be assessed under this Tour Interruption Policy.

The two cancellation regimes will not be applied cumulatively to impose duplicate charges for the same services or circumstances.

1.4. Special Products and Contractual Conditions

Certain travel arrangements may be subject to separately disclosed and agreed conditions, including scheduled flights, cruises, private charters, special-event accommodation, and other restricted services.

Such conditions will be considered when determining the treatment of unused services, subject to applicable law.

2Voluntary Early Termination by the Traveller

2.1. Right to Discontinue the Journey

A traveller may decide to discontinue their participation before the scheduled end of the tour.

We request that the traveller notify Vietlong Travel as soon as reasonably practicable.

The notification should clearly indicate the intention to discontinue the journey and identify the services that will no longer be required.

Where a traveller leaves without advance notice, the treatment of unused services may be affected by commitments that could not reasonably be cancelled in time.

2.2. Financial Responsibilities

When a traveller voluntarily ends a tour early for reasons not attributable to Vietlong Travel, the financial settlement may take account of:

Services Already Provided

The agreed value of accommodation, transportation, guiding, activities, and other services already delivered.

Non-Recoverable Commitments

Reasonable, demonstrable losses or binding costs resulting from commitments that cannot be cancelled or recovered, to the extent chargeable under the confirmed agreement and applicable law.

Unused Services Eligible for Refund

The refundable value of services that have not been provided and whose cancellation or release does not create an applicable charge.

Other Lawfully Recoverable Amounts

Any additional amounts that are expressly agreed or otherwise lawfully recoverable, provided they are reasonable, properly explained, and not duplicated.

2.3. No Automatic Full Forfeiture

Voluntary early departure does not automatically mean that every unused service becomes non-refundable.

At the same time, early departure does not automatically entitle the traveller to a refund calculated solely according to the number of unused tour days.

The final calculation will depend on the actual contractual arrangements, services provided, financial commitments, and applicable law.

2.4. No Separate Standard Early-Termination Penalty

Under this policy, Vietlong Travel will not impose an additional fixed early-termination penalty simply because a traveller decides to leave a tour after it has begun.

Financial adjustments will instead be assessed according to the principles stated above.

Any separately applicable cancellation or amendment charge must have a valid contractual or legal basis and must not duplicate another charge.

3Refunds for Unused Travel Services

3.1. General Principle

A refund may be available where an unused service can be cancelled, released, or otherwise adjusted without an applicable financial loss or contractual charge.

The amount will be determined by the terms governing the service and the appropriate allocation of the confirmed tour price.

3.2. Refundable Services

Depending on the circumstances, potentially refundable services may include:

• Accommodation nights released without a cancellation charge.
• Entrance tickets that have not been purchased or activated.
• Meals that can be cancelled without penalty.
• Activities that have not yet been confirmed or paid for.
• Transportation services released without a binding cancellation cost.
• Other unused arrangements for which a refund or cancellation credit is available.

These examples do not guarantee that a particular service is refundable.

3.3. Services That May Be Non-Refundable

Certain services may become non-refundable after confirmation or commencement, including:

• Issued non-refundable flight tickets.
• Cruise arrangements subject to restrictive cancellation conditions.
• Prepaid accommodation subject to binding non-refundable rates.
• Private vehicles contracted for the full itinerary.
• Tour guides retained for an agreed programme.
• Special permits or admission tickets already issued.
• Other specially contracted services with applicable cancellation restrictions.

The existence of a supplier restriction does not automatically determine the traveller's legal responsibility.

Vietlong Travel will assess whether the relevant condition was properly agreed, whether the charge is applicable, and whether the company has taken reasonable steps to reduce avoidable losses.

3.4. No Duplicate Charges

Where a non-refundable supplier commitment has already been accounted for in the financial settlement, it will not be charged again.

Any refund or credit subsequently recovered from a supplier for an amount previously charged to the traveller will be reviewed and appropriately credited to the traveller, subject to the parties' legal entitlements and agreed terms.

4How Refunds Are Calculated After Tour Commencement

4.1. Standard Calculation

For an eligible early termination, the financial settlement will generally be assessed using the following framework:

Refundable Balance = Total Payments Received − Value of Services Delivered − Applicable Non-Recoverable Commitments − Other Lawfully Chargeable Amounts

The amounts deducted must be properly attributable to the booking and must not overlap.

Where the calculation produces an amount payable by the traveller rather than a refund, any outstanding obligation will be assessed separately under the confirmed contract and applicable law.

4.2. Allocation of Tour Value

Tour prices may include bundled services and shared operating costs.

Therefore, the unused value of a package cannot always be calculated by dividing the total tour price equally by the number of travel days.

Where the original quotation itemises service values, those allocations may be used as a starting point.

For bundled programmes, Vietlong Travel will use a reasonable, supportable allocation consistent with the agreed services, the pricing structure, and applicable legal requirements.

We will not arbitrarily revalue individual components after cancellation merely to reduce the refund.

4.3. Written Financial Statement

Where a refund calculation is required, Vietlong Travel will provide a written settlement statement showing:

• Total booking value.
• Total payments received.
• Services already delivered.
• Relevant non-recoverable commitments.
• Refundable unused services.
• Other applicable adjustments.
• Final refund or outstanding balance.

Supporting explanations will be provided as appropriate.

5Practical Example: A Traveller Leaves a Tour Early

Consider a traveller who has booked and fully paid for a private Vietnam journey.

Original Tour Duration

12 days

Total Tour Price

USD 3,000

Tour Commencement

As scheduled

Early Termination

After completion of Day 5

After reviewing the confirmed services and financial commitments, the following illustrative allocation is determined:

Explanation

The traveller has used five days of the confirmed journey.

However, the refund is not calculated by simply dividing the total price into twelve equal daily amounts.

Some accommodation and transportation services may already have been contracted or committed for the entire itinerary.

Other services may be cancellable without charge.

After allocating the relevant amounts without duplication, USD 700 remains refundable.

The traveller would receive a refund of USD 700 under this illustrative scenario.

This example is for explanation only. It does not establish standard prices, supplier penalties, or guaranteed refund amounts for actual Vietlong Travel bookings.

6Non-Participation in Individual Activities

6.1. Optional Non-Participation

A traveller may choose not to participate in an activity included in the confirmed itinerary.

Examples include:

• Skipping a scheduled sightseeing excursion.
• Remaining at the hotel instead of joining a tour.
• Declining an included meal.
• Choosing not to participate in a boat trip.
• Avoiding an activity because of personal preference.

Such decisions do not automatically entitle the traveller to a refund.

6.2. Advance Notification

Where possible, travellers should inform Vietlong Travel or their assigned guide before the relevant service is due to begin.

Early notification may improve the possibility of cancelling an arrangement or recovering an unused service charge.

6.3. Refund Assessment

If the service can be cancelled without penalty and a refundable value remains under the applicable contract, an appropriate adjustment may be offered.

Where the service has already been provided or its cost cannot lawfully and reasonably be recovered, the charge may remain payable.

6.4. Services Not Delivered as Agreed

If an activity is not provided because of a failure attributable to Vietlong Travel or a supplier for whose performance Vietlong Travel is responsible, the matter will be handled under the service-failure provisions rather than treated as voluntary non-participation.

7Early Termination Due to Illness, Injury or Medical Emergencies

7.1. Unexpected Medical Circumstances

We recognise that illness, injury, or other medical emergencies may require a traveller to interrupt their journey.

Where reasonably possible, Vietlong Travel will assist with communication, arrangements for accessing appropriate medical services, and changes to the remaining itinerary.

Medical treatment and evacuation decisions must be made by qualified healthcare professionals and the relevant authorities.

7.2. Refund Considerations

When a traveller cannot continue for medical reasons, Vietlong Travel will review:

• The services already delivered.
• Unused services that can be cancelled or refunded.
• Applicable commitments that cannot be recovered.
• Relevant travel insurance arrangements.
• The circumstances leading to the interruption.

Medical circumstances do not automatically entitle a traveller to a full refund of the remaining package price.

However, medical circumstances will not automatically result in forfeiture of all unused services.

7.3. Assistance with Insurance Claims

Where appropriate, Vietlong Travel may provide booking confirmations, invoices, cancellation statements, and relevant operational records to support a traveller's insurance claim.

Approval of an insurance claim remains subject to the insurer's terms and assessment.

7.4. Compassionate Consideration

In exceptional circumstances, Vietlong Travel may voluntarily offer an additional refund, fee waiver, alternative arrangement, or travel credit.

Such assistance will be considered individually and confirmed in writing.

Any goodwill arrangement is separate from the traveller's mandatory legal rights.

8Early Departure Due to Personal Reasons

Travellers may choose to end a journey early because of personal preferences, family matters, changes to their holiday plans, or other circumstances unrelated to the contracted services.

In these cases, the standard early-termination settlement principles will apply.

The traveller should notify Vietlong Travel as early as possible so that the remaining arrangements can be reviewed.

8.1. Return Travel Arrangements

If the traveller wishes to return home or travel to another destination, Vietlong Travel may assist with suitable arrangements upon request.

Additional flights, transfers, accommodation, and other new services will normally be payable by the traveller, unless otherwise required by law or agreed in writing.

No additional service will be booked at the traveller's expense without appropriate authorisation.

8.2. Independent Travel After Leaving the Tour

A traveller who voluntarily leaves the organised itinerary and continues independently will generally be responsible for making and paying for their subsequent arrangements.

Vietlong Travel's responsibility for the services it has contracted to provide remains subject to the applicable contract and law.

The traveller's decision to leave does not retrospectively remove any responsibility arising from earlier service failures.

9Partial Withdrawal from a Private or Group Tour

Where one participant withdraws from a booking involving several travellers, the remaining arrangements may be affected.

Examples include a change from double occupancy to single occupancy, the loss of shared transport contributions, or a reduction below an agreed minimum group size.

9.1. Individual Cancellation Settlement

The withdrawing participant's unused services will be reviewed in accordance with the applicable early-termination conditions.

9.2. Impact on Remaining Travellers

Where the withdrawal materially affects shared arrangements, Vietlong Travel will explain the operational implications and any proposed changes.

Additional charges for the remaining travellers must have an appropriate contractual or legal basis and must not be imposed arbitrarily.

9.3. Continuation of the Tour

Whenever reasonably possible, Vietlong Travel will seek to preserve the confirmed itinerary for travellers who wish to continue.

Where significant changes are necessary, available alternatives and the relevant financial consequences will be communicated before agreement is requested.

10Tour Interruption Caused by Vietlong Travel or Its Service Providers

10.1. Failure to Provide Contracted Services

If Vietlong Travel fails to provide a material service as agreed, the traveller may be entitled to an appropriate remedy under the contract and applicable law.

The same principle applies where Vietlong Travel is legally responsible for the performance of a contracted supplier.

10.2. Alternative Arrangements

Depending on the circumstances, Vietlong Travel may offer:

• A suitable replacement service.
• An alternative itinerary.
• Accommodation or transportation of an appropriate agreed standard.
• A reasonable price adjustment.
• A refund for the relevant undelivered service.
• Other remedies required by applicable law.

Any material substitution must respect the traveller's contractual rights.

10.3. Traveller's Right to Discontinue

Where a serious contractual failure justifies termination under applicable law, the resulting financial settlement will not automatically be calculated under the rules governing voluntary early departure.

Vietlong Travel will assess the services delivered, the circumstances of the failure, any refundable amounts, and other applicable legal remedies.

10.4. No Automatic Exclusion of Responsibility

The use of hotels, transport companies, guides, or other third-party providers does not automatically exclude Vietlong Travel's liability for services it has contracted to organise.

Travellers will not be required to bear cancellation charges merely because Vietlong Travel has failed to fulfil an obligation for which it is legally responsible.

11Interruption Due to Severe Weather, Natural Disasters or Extraordinary Circumstances

Travel itineraries may occasionally be affected by typhoons, flooding, landslides, official travel restrictions, or other extraordinary events.

When such circumstances arise, the safety of travellers and local service providers will be a primary consideration.

11.1. Available Alternatives

Where practical, Vietlong Travel will review reasonable options, which may include:

• Adjusting the itinerary.
• Replacing an affected activity.
• Changing transportation arrangements.
• Postponing particular services.
• Cancelling services that cannot safely operate.
• Assisting travellers with appropriate alternative arrangements.

11.2. Financial Treatment

The financial consequences will depend on the confirmed contract, the cause of the interruption, the ability to deliver alternative services, and applicable legal requirements.

Refundable amounts will be assessed fairly, without imposing the voluntary early-termination provisions automatically.

11.3. Force Majeure

An event will only be treated as force majeure where the relevant legal requirements are satisfied.

The existence of severe weather or an operational difficulty does not, by itself, establish that every contractual obligation has been discharged.

Any refund, postponement, compensation, or other remedy will be determined according to the contract and applicable law.

12Serious Misconduct and Safety-Related Withdrawal

Vietlong Travel expects travellers to comply with applicable laws, reasonable safety instructions, and standards of respectful conduct.

In exceptional circumstances, serious misconduct may make continued participation unsafe or impracticable.

Examples may include threatening behaviour, violence, serious harassment, or deliberate disregard of essential safety instructions.

12.1. Proportionate Response

Where circumstances permit, Vietlong Travel will explain the concern and provide an opportunity for the traveller to correct their conduct.

Immediate protective action may be necessary where there is a serious or imminent risk to safety.

12.2. Termination of Participation

A decision to exclude a traveller from the remaining programme must be based on reasonable grounds and documented appropriately.

It must not be arbitrary or discriminatory.

12.3. Financial Settlement

The treatment of unused services will be assessed according to the confirmed agreement, the circumstances of the conduct, demonstrable losses, and applicable law.

A misconduct-related termination does not automatically entitle Vietlong Travel to retain every payment without explanation.

12.4. Emergency Assistance

Where appropriate and reasonably practicable, Vietlong Travel will cooperate in arranging a safe and orderly departure from the organised programme.

Any resulting costs will be allocated according to the circumstances, the agreement, and applicable law.

13Tour Interruption Notification Procedure

Travellers wishing to discontinue their journey should notify their assigned guide, tour coordinator, or an official Vietlong Travel contact.

For urgent situations, notification may initially be made verbally or by telephone, followed by written confirmation when reasonably possible.

13.1. Required Information

The traveller should provide:

• Booking reference.
• Name of the affected traveller.
• Current location.
• Intended date and time of withdrawal.
• Services no longer required.
• Any immediate assistance needed.

A traveller is not required to disclose unnecessary sensitive personal information simply to request cancellation.

13.2. Effective Notification

The effective notification time will generally be the time Vietlong Travel receives a sufficiently clear communication that the traveller wishes to discontinue the affected services.

Where advance notice was not reasonably possible because of an emergency, the circumstances will be considered fairly.

13.3. Operational Confirmation

Vietlong Travel will confirm receipt and take reasonable steps to identify the remaining services that may be cancelled or modified.

Where practical, the traveller will receive written confirmation of the affected arrangements.

14Refund Assessment and Processing

14.1. Initial Review

Following receipt of the early-termination request, Vietlong Travel will review the confirmed itinerary, services used, supplier commitments, and outstanding arrangements.

14.2. Communication Standards

Vietlong Travel aims to:

Acknowledge the request: As soon as reasonably practicable, with urgent matters prioritised.

Provide an initial assessment: Normally within three business days where the necessary information is available.

Issue a financial settlement: As soon as reasonably practicable after the relevant amounts have been verified.

Initiate payment of an agreed refund: Normally within 14 business days after the final refundable amount has been determined, unless a shorter legal deadline applies.

These are customer-service targets, not grounds for postponing a refund that is legally due earlier.

14.3. Pending Supplier Recoveries

Where a supplier refund is pending, Vietlong Travel will explain the status and provide reasonable updates.

The existence of a pending supplier refund will not be used to delay amounts that Vietlong Travel is already legally obliged to return.

14.4. Payment Method

Refunds will be processed through an appropriate lawful and traceable payment channel.

Currency conversion and transaction costs will be treated according to the agreed payment terms and applicable legal requirements.

Undisclosed charges will not be deducted.

14.5. Final Settlement Statement

The traveller will be provided with a written explanation of the calculation and any further action required.

If additional supplier recoveries subsequently affect the amount owed to the traveller, an updated settlement will be provided where appropriate.

15Travel Credits and Alternative Arrangements

Where a traveller is entitled to a refund or other financial adjustment, Vietlong Travel may offer a travel credit as an alternative.

Any travel credit arrangement must be agreed by the traveller and confirmed in writing.

The confirmation should state:

• The value of the credit.
• The period during which it may be used.
• Whether it is transferable.
• Any restrictions on eligible services.
• The treatment of unused credit.
• The applicable booking conditions for the replacement journey.

A travel credit will not be imposed as a substitute for a monetary refund where the traveller has a legal right to receive that refund and has not accepted the alternative.

16Insurance and Supporting Documentation

Travellers are strongly encouraged to obtain appropriate travel insurance, including cover for relevant interruption and curtailment risks.

Where requested, Vietlong Travel may provide reasonable documentation concerning the confirmed booking, payments, services provided, cancellation circumstances, and applicable charges.

Vietlong Travel does not guarantee that an insurer will approve a claim.

The terms of the relevant insurance policy determine the insured traveller's entitlement.

Insurance arrangements do not automatically remove the legal responsibilities of Vietlong Travel or any other party.

17Applicable Terms and Traveller Rights

This policy supplements Vietlong Travel's Booking Cancellation, Deposit & Refund Policy and forms part of a booking only where properly incorporated into the applicable travel contract.

The agreed pre-departure cancellation schedule remains unchanged.

This policy does not retrospectively amend bookings already confirmed under different conditions without the necessary agreement.

Where a particular travel product has separately agreed conditions, those conditions will be interpreted together with this policy and applicable law.

Nothing in this policy is intended to exclude or restrict mandatory consumer rights, statutory remedies, or responsibilities that cannot lawfully be excluded.

Any ambiguity or inconsistency will be resolved in accordance with the applicable legal requirements.

18Our Commitment to Fair and Responsible Service

At Vietlong Travel, we understand that unexpected changes can be disappointing, particularly when they occur during a long-awaited holiday.

Our commitment is to approach these situations with professionalism, transparency, and consideration for the people involved.

We aim to explain the available options, help travellers make informed decisions, and handle financial settlements fairly.

We believe that trust is demonstrated not only when a journey goes according to plan, but also through the way unexpected challenges are managed.

For assistance with a tour interruption, early departure, or unused-service refund, travellers should contact Vietlong Travel through the official details provided in their Booking Confirmation.

Website: https://vietlongtravel.com

Thoughtful Journeys. Fair Commitments. Trusted Experiences.