® Welcome to Hanoi Premium Travel - Trustworthy DMC & Best 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. BOOKING & PAYMENT POLICY

1.1. 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.

1.2. Deposit & Full Payment

You are required to pay a minimum deposit of 50% - 80 % of the total tour cost, or you may opt to pay the full amount, depending on your preference or specific requirements.

Note: Services Requiring Full Prepayment

• Full payment is mandatory for services such as flights, train tickets, visa approval letters, airport fast track service, car rentals, hotel and cruise reservations, and any other non-refundable items as required by our B2B partners. This ensures that prepaid vouchers can be issued, and services confirmed accordingly.

We strongly recommend full payment (100%) for all travel services in advance to secure availability and ensure the highest quality of service during your trip.

Currency: We accept US dollar as quoted for the tour.

1.3. Final Payment

Applicable to customers who have pre-paid for the tour or will pay any additional costs.

Final payment of the balance is due 30 days before the departure date of your journey with us. If final payments are not received on time, Hanoi Premium Travel reserves the right to cancel the reservation (no refund will be made) and invoke the cancellation fee. Hanoi Premium Travel will not be responsible for lost reservations. 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. It is your responsibility to ensure that all payment deadlines are met.

Hanoi Premium Travel might not send out any reminders. Full payment deadlines are set to protect your booking as airlines and cruise operators are within their rights to raise prices and in some instances cancel bookings. You will be responsible for and accept all risks of late payment, bank confusion, credit / debit card details or insufficient account balance and you will not be entitled to receive any refund of part of prepayment (non-refundable) due to late payment or bank confusion. 

1.4. Taxes, Surcharges & Payment Methods

Taxes in Vietnam

Yes, Vietnam has taxes. When you make a payment through the company's bank account, an additional 8% VAT (Value Added Tax) will be applied.

Please contact Hanoi Premium Travel directly for the most accurate and updated information regarding taxes and invoicing.

Bank Surcharge & Credit Card Fees

Bank Surcharge: A processing charge of 3.1 to 4% will be added to the total amount due when using a Credit Card (Please add in from 3.1 % fee for Visa, Master card or 4% for American Express to the total amount of payment each time).

Any fees imposed by the sending institution for payment methods must be covered by the Client/Agent, which may also include correspondent bank fees.

Note: The current fee is subject to change without prior notice. Based on the timing of each transaction, our B2B partner will inform you about the exact bank fee surcharge.

Payment Methods

We will always inform you of the applicable fees and options before requesting payment. Available payment options may vary depending on the timing of each transaction.

Option 1: Payment via Company Account with Online Payment (e.g., OnePay)

•           An additional 8% VAT will be applied.

•           A 3.1% credit card transaction fee will also be added.

•           This is suitable for those who prefer secure online payment gateways.

Option 2: Direct Bank Transfer to Company Account

•           An additional 8% VAT is required.

•           Ideal for bank-to-bank transfers to our registered business account.

Please note that Hanoi Premium Travel prices do not cover any bank fees applied by your bank and overseas bank. Please ask your bank to transfer the sum prior to deduction or any shortfall. Please choose the payment method that best suits your needs. If you have any questions or need assistance, feel free to contact us.

1.5. Travel Insurance

Travel insurance is not included in your tour price. We strongly recommend purchasing insurance to cover Medical expenses and personal accident coverage. Trip cancellation/interruption insurance. Lost luggage and personal belongings. Emergency medical evacuation and repatriation

Travel Insurance – Your Peace-Of-Mind Comes First

We highly recommend that all travelers purchase comprehensive travel insurance before departing for Vietnam. Think of travel insurance not as an extra cost, but as a smart investment to protect you and your loved ones during your journey.

Unexpected situations such as trip delays, lost luggage, or medical emergencies can happen — and having insurance ensures you're covered, wherever you are.

1.6. Confirmation & Travel Documents

Upon receiving your deposit or full payment, we will issue a booking confirmation and/or hotel vouchers, itinerary and other relevant travel documents via email.

2. ITINERARY

Your tour itinerary will be followed as closely as possible. However, changes may occur due to weather conditions, transportation issues, government regulations, or other unforeseen circumstances.

In such cases, Hanoi Premium Travel will offer alternative destinations or activities of similar value and experience, without reducing the overall quality of the tour.

We are not responsible for changes made by third-party service providers (e.g. airlines, cruise operators, attractions), but we will work closely with them to minimize any disruption to your travel plans.

Changes Before Departure

2.1. Insignificant Changes

If we need to make an insignificant change to your holiday package, we will inform you or your travel agent as soon as reasonably possible, if there is sufficient time before departure. We shall not be liable for such changes.

Examples include (but are not limited to):
- A change in outward or return flight time by less than 12 hours
- A change in aircraft type or airline/carrier
- A change of accommodation to another of the same or higher standard

Please note that airlines and carriers may be subject to change at any time.

2.2. Significant Changes

In rare cases, we may be required to make a significant change to your confirmed arrangements before departure.

Examples of significant changes include:

1. A change of accommodation area for all or a significant part of your trip
2. A change to lower-standard accommodation for all or a significant part of your trip
3. A change in departure time or total trip duration by more than 12 hours
4. A significant revision of the itinerary, such as omitting one or more key destinations.

If a significant change is necessary, we will:
Notify you as soon as possible
Offer one of the following options:
• Accept alternative arrangements of comparable or higher standard (at no additional cost), if available

• Accept alternative arrangements of a lower standard, with a refund of the price difference

You must notify us of your decision within 2 days of receiving our offer. If we do not hear from you within that time, we will follow up. If still no response is received, we will assume you accept the change by default.

3. INCLUSIONS & EXCLUSIONS

3.1. Tour Inclusions

The inclusions may vary depending on the specific tour; however, a typical package tour generally includes the following (for reference only):

✅ Accommodation as specified in the itinerary

✅ Daily breakfast at the hotel as specified in the itinerary

✅ Meals as mentioned (B = Breakfast, L = Lunch, D = Dinner)

✅ All sightseeing tickets and entrance fees listed in the itinerary

✅ Private air-conditioned transportation throughout the tour as specified in the itinerary

✅ English-speaking local tour guide(s) as specified in the itinerary

✅ Domestic flight(s) if specified in the itinerary

3.2. Tour Exclusions

The following items are not included in your tour package and are the responsibility of the traveler unless otherwise agreed in writing:

❌ International airfare to/from Vietnam

❌ Vietnam visa fees or visa-on-arrival approval letter

❌ Travel insurance (strongly recommended)

❌ Personal expenses: laundry, telephone, minibar, room service, etc.

❌ Optional tours and services not mentioned in the itinerary

❌ Tips and gratuities for guides, drivers, porters (recommended)

❌ Early check-in and late check-out unless specified

❌ Government taxes and service charges

* SPECIAL NOTES

A. Child Policy

Children are welcomed on most of our tours. The pricing and services for children vary based on each specific booking.

Please inform us in advance if you are traveling with children, including age and special requirements (if any).

B. Single Supplement

Prices are based on twin/double sharing accommodation. If you request a single room, a single supplement fee will be applied and shown clearly in your tour quotation or invoice.

C. Luggage Allowance

C.1. Quy định hành lý

Any excess baggage charges will be at the expense of the traveler and subject to the terms of the airline or transportation provider.

PERSONAL EXPENSES

Items of a personal nature are not included in your tour or holiday package cost. These include, but are not limited to:

• Laundry services
• Telephone calls
• Room service
• Tips and gratuities
• Wine and alcoholic beverages
• Optional excursions or activities not specified in the itinerary
• Personal shopping or other incidental expenses

All such expenses are considered personal responsibility and must be covered by the traveler directly.

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 Travel Consultant.

PHOTOS AND MARKETING

You consent to us using images of you taken during the tour for advertising and promotional purposes in any medium we choose. You grant us a perpetual, royalty-free, worldwide, irrevocable license to use such images for publicity and promotional purposes.

PRIVACY STATEMENT

For us to process your booking we are required to obtain your personal information.

We may also be required to release your personal information to:

• Service providers
• Customs
• Immigration authorities
• Security and credit checking organizations

Personal information may include:

• Name
• Date of birth
• Address
• Passport details
• Visa details
• Medical conditions
• Phone and/or email
• Emergency contact details

4. CANCELLATIONS & REFUNDS

4.1. Cancellation by the Customer

Once your booking has been confirmed, Hanoi Premium Travel will only accept cancellations in writing (by email). The following charges will apply:

1. Cancellations received between 60 days - 30 days prior to departure – Loss of deposit
2. Cancellations received between 29 days - 15 days prior to departure – 50% of the tour price.
3. Cancellations received less than 14 days prior to departure – 100% of total tour price
4. No show/no written notice 100% of full fare

Note:

• These cancellation fees apply to tour services only. Depending on the reason for your cancellation, some of these charges may be recoverable under your travel insurance policy. No refunds will be issued if you voluntarily leave the tour early or decline to use any included services.
• Nonrefundable deposit and banking service fees will be forfeited in all cancellation cases.
• Cancellation fees and charges will include any amounts already paid or contractually committed to third-party providers to secure your travel arrangements, which we cannot reasonably recover (e.g., flights, e-visa, hotels).
• Refundable amounts (if any) will only be processed after we have received confirmation and funds from the service providers, and after deducting all tour service costs and related bank charges (including transfer fees and taxes, if applicable).
• Refunds will be sent only to the same bank account used in the original transaction.

4.2. Flight Changes, Rescheduled Flight, Early Return, Illness or Absence, No-show

If a client fails to join the trip on the day of departure, cancellation fees will be 100% (unless the client notifies us of the delay and joins the trip later at their own expense)

You are responsible for and must pay for all costs and expenses incurred by you as a result of any change made by you to your itinerary after your tour departure date. This includes changes due to illness or other personal reasons

Hanoi Premium Travel is not responsible for any costs of any other travel arrangements affected by the cancellation or about the flight postponements and flight time changes or the rescheduling of its tour departures and arrivals.

Early return expenses are the client’s responsibility. There is no refund for absence or early departure from a trip, including but not limited to missed hotels, transfers, meals or tours, sightseeing and cruises or optional extensions. Hanoi Premium Travel urges you to purchase travel insurance which covers such circumstances. Hanoi Premium Travel makes no representation or guarantees concerning reimbursement, scope of coverage, or other aspects of any travel insurance policy or claim

If the reason for your cancellation is covered under your insurance, you may be able to reclaim these charges from your insurer. You are responsible to make the claim to your insurer. 

4.3. Independent Arrangements

Hanoi Premium Travel is not responsible for any costs, changes, or losses incurred from arrangements not booked through us, including airlines, hotels, or tour services.

4.4. Cancellation by Hanoi Premium Travel

In rare circumstances, Hanoi Premium Travel may cancel a booking due to force majeure or unforeseen events (natural disasters, political unrest, epidemics, etc.). In such cases, we will:

• Offer alternative travel arrangements of equal or greater value (subject to availability); or
• Provide a refund after deducting unrecoverable service fees or third-party charges.

4.5. Refund Process

• All eligible refunds will be processed within 15–30 working days after written confirmation.
• Refunds will be transferred to the same payment method used by the customer.

5. TRAVEL INSURANCE & LIABILITY

5.1. Travel Insurance

Travel insurance is not included in your tour cost. We strongly recommend that all travelers purchase comprehensive travel insurance before departure. This should cover (but is not limited to): trip cancellation, delay or interruption, loss or damage to luggage and personal belongings, medical expenses, accident, illness, injury, death, emergency evacuation, repatriation, Any other unforeseen and insurable events

Hanoi Premium Travel will not be responsible or liable for any injury, illness, death, loss, damage, or expenses incurred during your journey, whether personal or due to a third party.

Travel insurance provides essential protection and peace of mind, ensuring that you are covered in case of unexpected situations during your trip.

Health

• 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.
• Any medical condition, disability, or mobility difficulty that may affect the functioning of the group must be advised on the booking form. Any client with a pre-existing medical condition or illness must declare the nature of such condition at the time of booking and make arrangements for the provision of medications or other courses of treatment that may be required during the tour.
• Any relevant health or mobility conditions not adequately disclosed may result in your immediate and direct return to your point of departure at your expense and without the availability of a refund. This is necessary to assure the health and safety of all group members and in particular those with whom you may be sharing a room. We recommend you consult your doctor in respect of your intended travel as this may also have some bearing on your application for travel insurance. Your doctor or the relevant Government Health authorities can advise on any vaccination requirements necessary.
• Clients with a serious or ongoing medical condition or mobility constraint must bring an accompanying able-bodied companion/ carer. All requests for health/ medical clearance submitted by clients are at the sole discretion of the travel insurance company. Hanoi Premium Travel cannot be held responsible for the outcome of these decisions.

5.2. Liability Disclaimer

Hanoi Premium Travel acts only as an agent for airlines, hotels, transport companies, cruise lines, and other service providers. We are not responsible for any delays, cancellations, force majeure events, or changes beyond our control.

We are not liable for any loss, damage, injury or expense resulting from circumstances such as natural disasters, weather disruptions, political unrest, strikes, epidemics/pandemics, changes in visa policies, or acts of God.

6. COMPLAINTS & CLAIMS

6.1. During the Tour

If you have a problem or complaint during your tour, you must immediately notify your tour guide, tour leader, hotel manager, or relevant service provider. Most issues can be quickly resolved on the spot.

If the issue cannot be resolved locally, please contact Hanoi Premium Travel's 24/7 support team using the emergency contact details listed in your Travel Voucher.

Please include all relevant details and supporting documents, such as photographs, receipts, or written confirmations, to facilitate resolution.

Important Note:

Hanoi Premium Travel will not be liable for any complaints or claims made after the tour has been completed, if no prior notice was given during the tour for us to investigate and resolve the issue.

6.2. Limitation of Liability

Hanoi Premium Travel acts as an intermediary between clients and independent service providers (such as airlines, hotels, cruise operators, and transport companies). We are not responsible for acts, errors, omissions, or negligence of any third-party providers.

We shall not be liable for any loss, damage, delay, injury, or inconvenience caused by circumstances beyond our control, including but not limited to force majeure, government actions, natural disasters, technical problems, strikes, or adverse weather.

7. GENERAL TERMS

7.1. Force Majeure

Hanoi Premium Travel shall not be held responsible or liable for any loss, delay, cancellation, or alteration of travel services caused by Force Majeure events.
These include, but are not limited to: war, terrorism or threats thereof, civil unrest, disease outbreaks (e.g. epidemics or pandemics), natural disasters (e.g. floods, earthquakes, typhoons), government actions or restrictions, industrial strikes, lockouts, technical failures, fire, nuclear incidents, and other events beyond our control.

7.2. Visa and Passport

It is the client’s sole responsibility to ensure they have valid passports, visas, and any other required travel documents.

Passports must be valid for at least 6 months beyond the date of departure from Asia and have enough blank pages for stamps and visas.

Visa and health requirements may change, and clients should reconfirm these close to their departure date.

Hanoi Premium Travel is not liable for missed flights, denied entries, or delays caused by incorrect or insufficient travel documentation.

7.3. Travel Documents

Clients are responsible for complying with all travel documentation requirements, including passport, visa, insurance, and vaccination records.

Information provided by Hanoi Premium Travel is offered in good faith, but without guarantee or liability.

Travel insurance covering trip cancellation, theft, health incidents, and emergency repatriation is strongly recommended.

7.4. Disclaimer & Limitation of Liability

Hanoi Premium Travel shall not be liable for injuries, losses, damages, or delays caused by accidents, natural disasters, political unrest, or events beyond our control.

We do not guarantee that this website or emails sent on behalf of Hanoi Premium Travel are free from viruses or harmful components.

We are not responsible for damages resulting from the use of this website or links to external websites.

7.5. Governing Law 

These Terms & Conditions shall be governed by and construed in accordance with the laws of Vietnam.

Any disputes shall be submitted to the exclusive jurisdiction of the courts of Vietnam.

8. FINAL PROVISIONS GENERAL TERMS

8.1 YOUR BEHAVIOR

All our customers are expected to conduct themselves in an orderly, respectful, and acceptable manner, and not to disrupt the comfort or enjoyment of other travelers.

If, in the opinion of our company, a hotel manager, service provider, or any person in authority, your behavior or that of any member of your group is causing or is likely to cause distress, danger, disruption, damage to property or others, or results in delays/diversions of services:

WE RESERVE THE RIGHT TO IMMEDIATELY TERMINATE YOUR BOOKING.

In such cases:

• Our responsibility will cease immediately
• You will be asked to leave the accommodation or service without refund
• We will not be liable for any costs, losses, or damages resulting from the termination

You and/or your group may also be held jointly and individually liable for any damages or losses caused by your actions.

Full compensation must be paid directly to the supplier or hotel prior to departure.

If payment is not made, you will be responsible for any future legal claims, including our legal fees and collection expenses.

We are not responsible for the behavior or actions of other individuals or third parties not connected with your booking.

Thank you for your understanding and cooperation!

We wish you a safe and pleasant journey with Hanoi Premium Travel.