TERMS & CONDITIONS

Our Terms & Conditions

I - TOUR PRICE:

Our prices are quoted in Dong (Vietnam - VND). In case customers would like to pay in USD, Hieutour Co., Ltd will convert the price into VND at the exchange rate of the bank. Tour price includes only those items that are clearly listed in the “Including” part of tour programs. Hieutour Co., Ltd has no obligation to pay for any charges that are not in the “Including” part.

II - CANCELLATION

  1. Cancellation by us

If Hieutour Co., Ltd is not able to organize the tour, Hieutour Co., Ltd must send an announcement to the customer immediately and pay back all the received fees to the customer within 01 working days from the date of cancellation, the refunding will be by cash or via bank transfer.

2. Cancellation by travelers

2.1 For Domestic Travelers

2.1.1 For the Tet Holiday, a special event

In case customers cancel the trip (after already booking the tour) due to the following reasons: sickness, the family having an unexpected problem, customers should present relevant documents and send emails or other related to HieuTour Co., Ltd. We can negotiate with our partners who supply services for your tour.

The negotiation process is aimed to try to refund as much of the reserved service fee as possible, HIEUTOUR CO., LTD will do all the procedures to transfer the tour to another agency if the customer is willing to minimize the expenses.

- In case you cancel the tour (after booking it) and already inform Hieutour Co., Ltd, there are some regulations applied for that cancellation:

+ Cancellations made more than 10 days before the departure: 50% charged and 50% refund (for the land tour, air tickets, trains according to regulations of this carrier)

+ Cancellations made from 3 to 9 days before the departure: 75% charged and 25% refund (for the land tour, air tickets, trains according to regulations of this carrier)

+ Cancellations made less than 2 days before the departure: 100% charged and no refund (for the land tour, air tickets, trains according to regulations of this carrier)

- In case customers want to change to another departure date (after booking the tour) and already inform HIEUTOUR CO., LTD, we will be responsible as follows:

+ Make an effort to check the services and change the date with free of charge for customers. In case the tour involves air and train tickets, we will have to follow the regulations of this carrier.

+ In case there are no alternative services for the date you wish to change, you will be penalized according to the regulation Cancellation (2.1.1)

- In case you cancel the tour by yourself within 03 days before departure, no show or arrive late after departure, all services fee must be FULLY charged

2.1.2 Weekdays.

- In case of after buying the tour, customers cancel the trip due to the following reasons: sickness, the family having an unexpected problem, customers should present relevant documents and send emails or other related to HieuTour Co., Ltd. We can negotiate with our partners who provide services for your tour. The negotiation process will try to refund as much of the tour’s fee as possible, HIEUTOUR CO., LTD will do all the procedures to transfer the tour to another agency if the customer wishes to minimize costs.

- In case of after booking the tour, customers cancel and notify the Hieutour Co., Ltd, the process will be prescribed as follows:

+ Cancellations made less than 7 days before the departure: 50% (equal to 50% deposit)

+ Cancellations made from 3 to 7 days before the departure: 75% (50% deposit of the tour + 25% of the remaining cost)

+ Cancellations made less than 02 days:  100% charged

In case of after buying the tour, and customers want to change to another departure date and notify the HIEUTOUR CO., LTD, we will be responsible as follows:

+ Make an effort to check the services and change the date free of charge for customers. In case the tour involves air and train tickets, we have to follow the regulations of this carrier.

+ In case there are no alternative services for the date you wish to change, you will be penalized according to the regulation Cancelation (2.1.1)

- In case of cancellation of the tour by yourself within 03 days before departure, no show or arrive late after departure, the tour fee must be FULLY charged

2.1.3 Payment after the tour cancellation.

- After canceling the tour, please come to receive the money within 30 days or provide the bank account number for us to transfer it(the transfer fee is borne by the customer). We only pay during the period mentioned above.

2.1.4 Case of force majeure

If the tour is canceled or changed by either party due to force majeure (fire, weather, accident, natural disaster, political instability...), the two parties will not bear any obligation to reimburse any loss occurred or any liability. However, each party is responsible for making every effort to help the damaged party to minimize the losses caused by force majeure.

2.2 For International tourists

2.2.1 Tet holidays, special events:

In case of after buying the tour, customers cancel the trip due to the following reasons: sickness, the family having an unexpected problem, customers should present relevant documents and send emails or other related paperwork to HieuTour Co., Ltd. We can negotiate with our partners who supply services for your tour. The negotiation process will try to refund as much of the tour as possible, HIEUTOUR CO., LTD will do all the procedures to transfer the tour if another customer has a need to minimize costs.

+ In case there are no alternative services for the date you wish to change, you will be penalized according to the regulation Cancelation (2.2.1)

- In case of cancelation of the tour by yourself within 03 days before departure, no show or arrive late after departure, the tour ticket must be 100% charged

2.2.2 Weekdays.

- In case after buying the tour, customers cancel the trip due to the following reasons: sickness, the family having an unexpected problem, customers should present relevant documents and send emails or other related to HieuTour Co., Ltd. We can negotiate with our partners who provide services for your tour. The negotiation process will try to refund as much of the tour’s fee as possible, HIEUTOUR CO., LTD will do all the procedures to transfer the tour to another agency if a customer wishes to minimize costs.

 

- In case after booking the tour, customers cancel and notify Hieutour Co., Ltd, the process will be prescribed as follows:

+ Cancellations made from 5 – 8 days before the departure: 50% fee charged.

+ Cancellations made from 2 – 4 days before the departure: 90% fee charged.

+ Cancellations made 1 day before the departure: 100% fee charged.

In case after buying the tour, and customers want to change to another departure date and notify the HIEUTOUR CO., LTD, we will be responsible as follows:

+ Make an effort to check the services and change the date with free of charge for customers. In case the tour involves air and train tickets, we have to follow the regulations of this carrier.

+ In case there are no alternative services for the date you wish to change, you will be penalized according to the regulation Cancelation (2.1.1)

If you wish to change your tour, you have to announce Hieutour Co., Ltd at least 10 days before the departure and 20% of the deposit will be charged.

Note:

- In case of cancellation due to force majeure such as natural disasters, epidemics, delays, and cancellations of public transports ... HIEUTOUR CO., LTD will not be responsible for any additional compensation, except a tour refund.

- The maximum cancellation penalty above that includes all costs spent on preparation for the trip, which can be reduced depending on the term and condition of each supplier working with HIEUTOUR CO., LTD

- Due to the complicated nature of applying for a visa, the tour cancellation conditions above are not applicable for the tour to Europe, Australia, America, Russia, Japan, Korea, Egypt, South Africa...

There will be the Cancellation part for these tours which will provide for the customer.

III – CHILDREN POLICY

One child under the age of 4: Free of charge when accompanied by at least two full paying adults and share the same room with adults. Two adults can only bring 1 child under 5 years old, the second child or older must be charged 50% of the tour price.

A tour price of 50% of full paying adults will be charged for one child from 5 to 9 years old when accompanied by at least two full paying adults and stays in the same room (eat separately, sleep with parents). Two adults can only go with one child 5 - 9 years old, the second child must pay for 1 single bed (but 75% charged for some other tour).

Children at the age of twelve or older will be charged as an adult.

IV - SPECIAL REQUIREMENTS IN THE TRIP
 

Your special requirements have to be informed to Hieutour Co., Ltd right at the moment that you're booking the tour at the office (or you should mention them via emails or Whatsapp). Hieutour Co., Ltd will confirm those requirements to you and we will try our best to meet up with your requirement, however, we're not responsible for any consequence if the suppliers like accommodation, beverage and transportations refuse to provide the services that you need. All this information will be sent to you the day before the departure.

V - ACCOMMODATION (HOTEL, RESORT, HOMESTAY)
 

Based on the contracts between Hieutour Co., Ltd, and the accommodation suppliers, the reserved accommodation standard is placed in the “Including” Tag. If there's any change of accommodation for any reason, the alternative will remain the same standard and you'll be aware of that before the departure. Your special preferences will be mentioned to Hieutour Co., Ltd and it depends on the regulations of the accommodation, you might pay the extra fee. Hieutour Co., Ltd has the right to refuse those preferences if the accommodation can't provide the services needed for them. All this information will be sent to you before the departure. The check-in time of the accommodation is around 2 p.m.

 

VI - TRANSPORTATION

The transports will be varied on the specific tour. We commit to do the right transport service with the right standard as mentioned in the “Including” Tag.

On the trip that using public transport, Hieutour Co., Ltd has the right to inform the change of the departure time (if it's still long before the departure time). Hieutour Co., Ltd is not responsible for any mental and financial damage if the public transports cause the delay, cancellation, or if you're not punctual. We will just help to reduce the damage that happened to you.

 

VII - LUGGAGE
 

You're responsible for your luggage during the trip. If your belongings are lost during the trip, Hieutour Co., Ltd will help contact the suppliers to find them for you. Refunding for lost and missing luggage will be applied according to the regulations of the suppliers or the insurance company.

 

VIII – TRAVEL INSURANCE

The package tour price includes insurance with the highest compensation level of 40,000,000 VND / Domestic - 50,000 USD/foreign tourists. Insurance for the elderly will be agreed upon for each trip and specified in the “Inclusion” Tag. The compensation (if any) will be done by the insurance company in accordance with regulations - insurance rules for tourists.

IX - PERSONAL INFORMATION WHEN BOOKING TOUR


Customers can go directly to the office or ask the representative to come and book the tour as well as make the payment at Hieutour Co., Ltd's office. We have the responsibility to provide the tour information to the customers/rep at the office or via emails. We're not responsible for anything if the personal information provided to us is wrong or mistaken.

X - BILATERAL RESPONSIBILITIES AND OTHER COMMITMENTS
1. ON HIEUTOUR CO., LTD SIDE

Make sure to provide all the services as mentioned and listed

All your personal information is only used for operating the tour, buying tourism insurance and checking in at the accommodation, and buying tickets at some tourist attractions

Your personal information is a store within the staff of the company

You are able to announce Hieutour to adjust your personal information for other future trips

We make sure that your personal information stays secure

We will announce all the information to you before the departure.

2. ON THE CUSTOMERS SIDE

Make sure the registered information is correct, if there's any change, contact us for the update. We're not responsible for any consequence if the information is incorrect

Bring your personal papers when traveling like ID, passport, birth certificate (for kids). Marriage certificate (for customers booking hotels). To the customers who have two nationalities (one is Vietnamese) please bring a visa.

In case that the customers bring the kids under 15 with (not biological kids), there should be the authorized paper of attorney from the parents.

Make the payment within the due date

During the trip, you should follow the group and shouldn't leave the route. If there's any change that you wish to make, please inform the tour guide or Hieutour rep.

3. We're allowed to remain the same route or cancel the trip for your safety or your convenience (safety first)

4. If there're any conflicts appear and it leads to no good compromise, the matter will be brought to court and processed under the laws.  All expenses are on the losing side