Terms and Conditions
® Welcome to Hanoi Premium Travel - Trustworthy DMC & Tour Operator in Vietnam
It is important that you read and understand the following booking conditions before you engage Hanoi Premium Travel Company.
Hanoi Premium Travel accepts bookings subject to the following conditions;
1. Making a booking
A booking is accepted on the date Hanoi Premium Travel has confirmed acceptance in writing and issued an invoice. It is at this point that a contract between Hanoi Premium Travel and the Client comes into existence. Before your booking is confirmed and a contract comes into force, Hanoi Premium Travel reserves the right to decline any booking at their discretion.
1.1: Minimum Deposit
You are required to pay a minimum deposit of 30% of your tour cost. Deposits are payable per person at the time of booking. However, for larger groups, the deposit will be of a higher amount based on suppliers fees, such as hotels, airlines etc. After receiving your payment, we will issue you the hotel voucher and/or final confirmation itinerary, which can be sent to you by fax or e-mail.
* Please notes:
Full payment are required for all flights, train tickets, visa approval letters, airport fast track service and hotel reservations in order to issue pre-paid vouchers for your services.
We reserves the right to increase the 20% minimum deposit case by case and increase as needed, especially bookings of luxury cruises and hotels.
Bank Surcharge: A processing charge of 3 to 4% will be added to the total amount due when using a Credit Card ( Please add in 3% fee for Visa, Mastercard or 4% for American Express to the total amount of payment each time). Any charges levied by the sending institution related to other methods of payments must be paid by the Client/ Agent and may include the correspondent bank's fees as well.
Currency: We accept US dollar as quoted for the tour.
1.2: Final Payment
Final payment of the balance is due 30 days before the departure date of your journey with us. Your booking may be cancelled if full payment is not received by the due date, in which case your deposit will be forfeited. If we receive your booking less than 30 days prior to the tour departure date, it must be paid in full at time of booking.
No refund will be made for unused travel services or any portion thereof, nor is the price or value of unused travel services exchangeable for alternative arrangements. All air tickets are non-refundable, valid only for the flight and/or dates purchased and cannot be exchanged or transferred.
Once your booking has been confirmed, Hanoi Premium Travel will only accept cancellations in writing. In the event of cancellation, the following charges will apply:
- Cancellations received between 60 days - 30 days prior to departure – Loss of deposit
- Cancellations received between 29 days - 15 days prior to departure – 50% of the tour price.
- Cancellations received less than 14 days prior to departure – 100% of total tour price
- No show/no written notice 100% of full fare
Note: These cancellation fees apply to tour services only. Different cancellation charges will apply to airline tickets, train tickets, visa approval letters, airport-fast track services and hotel reservations... Depending on the reason for your cancellation, some of these cancellation charges may be recoverable under your travel insurance policy. No refunds will be made should you choose to leave your tour early or choose not to utilize any of the included services.
*** Nonrefundable deposit and banking service fee will be forfeited in all cancellation cases.
Your tour itinerary will be followed as closely as possible but in some cases may be affected by adverse weather or road conditions; in such cases alternative destinations and activities of a similar nature will be offered. Changes made by operators of attractions and activities we visit are outside of our control but we will endeavor to minimize such occurrences by close liaison with the operators.
If we make an insignificant change to your Package Holiday, we will make reasonable efforts to inform you or your travel agent as soon as reasonably possible if there is time before your departure, but we will have no liability to you. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines may be subject to change.
Occasionally we may have to make a significant change to your confirmed arrangements. Examples of “significant changes” include the following, when made before departure:
- A change of accommodation area for the whole or a significant part of your time away.
- A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
- A change of outward departure time or overall length of your arrangements by more than 12 hours.
- A significant change to your tour itinerary, missing out one or more destination entirely.
If we have to make a significant change, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:
- accepting an offer of alternative travel arrangements of a comparable or higher standard from us, if available (at no extra cost); or
- if available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements.
You must notify us of your choice within 2 days of our offer. If we do not hear from you within 2 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements
Accommodation, transportation, entrance fees, sightseeing activities, cruises and domestic flights where specifically indicated in the itinerary.
- PERSONAL EXPENSES
Items of a personal nature, such as laundry, phone calls, tipping, room service, optional excursions, wine & beverages, etc, are not included in tour & holiday costs and are your own responsibility.
- AIR TRAVEL
International & domestic air travel is not included in the cost of any of the itineraries featured on this website (unless specifically stated). Note: Flights booked by Hanoi Premium Travel on your behalf are non-refundable and additional costs will be payable if amendments are made to your route or touring dates after your tour has been confirmed with your Tour Consultant.
3. Travel Insurance
Travel insurance is not included in your tour cost. Hanoi Premium Travel will not be responsible or liable for any injury, illness, death, loss, damage, expense, cost suffered or incurred in any way arising from or occurring during your journey. It is strongly recommended that insurance be taken out to protect you against cancellation charges, loss, death, injury, accident, flight delays or damage of personal effects, ill health and medical expenses and any other unforeseen insurable events.
Please check the health and medical requirements for the destinations you are visiting with your medical adviser and arrange any vaccinations and medical certificates prior to your departure. Some countries have legal and/or medical requirements for visitors.
Clients are advised that throughout Asia there is no free health service, and that local vehicle insurance is of limited value.
4. Force Majeure.
Hanoi Premium Travel cannot accept responsibility or pay any compensation for any loss, delay, cancellation or alteration of travel arrangements caused by circumstances that amount to 'Force Majeure'. This may include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labor strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned control.
5. Visa and Passport
The responsibility for obtaining and carrying correct visas, passports and other travel documents remains with the client. Passports should be valid for at least 6 months beyond the date of your intended departure from Asia and hold sufficient pages for any visas, entry and exit stamps.
Visa and health requirements frequently change and it is advisable to recheck all requirements, close to your departure. It is your responsibility to ensure that you satisfy all applicable requirements in respect of passport, visa and health matters. Hanoi Premium Travel cannot be held liable if you fail to ensure this.
We make every effort to ensure that your tour arrangements run smoothly but if you do have any problems during your holiday, please inform your tour guide/ leader/ hotel manager immediately. We will work with you to solve any complains during your holiday. If, the tour guide/ leader is unavailable, please contact our team (24hr contact details are listed on your Voucher)
Hanoi Premium Travel will act as an intermediary between the clients and other services suppliers such as air, train, boat, and hotels in the event of any complaints.
Hanoi Premium Travel will not be liable for any claims made after the completion of your tour.
7. Your Behavior
All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behavior or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made, and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.
We cannot be held responsible for the actions or behavior of other guests or individuals who have no connection with your booking arrangements or with us.