Terms & conditions
The website www.halongtouradvisor.com works as an online portal site belongs to Hoan Kiem Travel Co., Ltd. Before using our tour services, all customers are required to read carefully those following Terms and Conditions. Once have decided to book the tours with us, you have to accept all Terms Conditions. They are the subjects may be changed at any time, it is your responsibility to check them regularly if there is any change.
1. TOUR PRICE
All rates on our www.halongtouradvisor.com are charged in American Dollar per person (sharing double/twin accommodation) and are valid as indicated in the “Price” tab, included 5% of service charge and excluded 10% of VAT tax. The promotion price is applied only in the indicated period.
In the case the guest would like to do book the tour on the date that is not stated on the price list, please kindly contact us at the email address firstname.lastname@example.org for any assistance.
1.1 Included in the quoted rate
For all of the tours on our website, there are available the “Included” part that clearly mentioned what including in the price are:
- Transfer in the air conditioner vehicle from and to Hanoi Old Quarter – Halong bay as mentioned in “Price” tab of each tour. If not available, it is subject on request (Please kindly be informed that most of the luxury cruises and mid-range cruises, the price cost may not cover transfer services and you should carefully read this part before giving any complaints).
- All accommodations as noted in the itinerary based on twin/double sharing.
- All indicated meals in the tour itinerary (B: Breakfast, L: Lunch, D: Dinner, Br: Brunch);
- Entrance fees;
- English speaking guide;
- All activities as noted in the tour program;
1.2 Excluded in the quoted rate
- Early and/or late check in at hotels unless otherwise stated;
- Airfares and accommodation before and after the trip.
- Visa fee and visa arrangement fee;
- Drinks & personal expenses
- Gratuities and tips
- VAT tax
- All kinds of bank fees or booking fees.
NOTE: For some special occasions as below, the costs may be surcharged and please kindly contact us to get further details:
1/ New Year (overnight on Dec 31st)
2/ Lunar New Year or Tet holiday (around the end of January it lasts in 5 days)
2/ Independence Day and Labor Day in Vietnam: April 30th and May 01st
3/ Christmas on Dec 24th
Actually, there will be Gala Dinner on those times and it is an obligation for all guests to join it (it charges a different cost for different Halong bay cruises).
2. PAYMENT METHOD
For all online booking, making payment in advance with Hoan Kiem Travel Co., Ltd on www.halongtouradvisor.com is required for all customer. As mentioned above, the price indicated in the price list are not included all kinds of booking fee and are the last receivable by our company.
At the present, there are three payment methods that the guest can use to complete the booking:
- Paypal or Credit Card (surcharge is applied)
- Bank transfer (no fee but make sure the entire transfer fee paid at your end so we will get full payment)
- Cash: In the case, the guest are already in Hanoi and could do payment by cash, NO bank fee/booking fee are charged.
In addition, for the booking charge a huge amount (over 10.000 USD), the deposit of 50% total amount is acceptable. The balance of booking, we could meet the guest in person and collect it upon arrival in Vietnam at guests’ accommodation in Hanoi.
3. AMENDMENT, CANCELLATION AND REFUND
- In the case the guest would like to do any amendment before tour departure date, please kindly contact us in advance by the email email@example.com. Any fees relating to guests’ amendment/modification must be paid by the guest.
- Within 2 days prior to departure date, NO modification/amendment could be accepted.
Event that the payment is completed and the tour is done; however, the guest can not do the tour as planned. The cancellation fees are applied as follow (based on the cancellation date and the departure date):
- Prior to the departure date more than 20 days: No charge (Full refund will be made but transaction fee will be paid by you).
- Prior to the departure date 15-20 days: 30% of total tour price.
- Prior to the departure date 7-15 days: 50% of total tour price.
- Prior to the departure date 4-7 days: 75% of total tour price.
- Prior to the departure date 3 days: 100% tour price.
- All mentioned fees above are subjects to add 3% of service fee – applied for Credit Card (Online and Offline) and 4% for Paypal payment method.
- For no-show cases, there will be no refund.
4.VOUCHER OF CONFIRMATION
Once the guests’ booking has done, providing all information relating to the guest information is asked to create the tour voucher. It including all details of the tour and it is compulsory that the guest has to provide us the full information as:
- Pick-up time: for most of Halong bay cruises, the pick-up time varies from 08 to 8:30 AM. However, there are also some cruises have its own pick-up time.
- Pick-up address: at the hotel accommodation in Hanoi Old Quarter, if the pick-up address is outside of Hanoi Old Quarter, please kindly inform us in advance. In addition, if we can not pick-up guest due to the wrong advised place or if the guests are not available on the indicated pick-up time, we can not wait for over than 10 minutes. In those case, if the guest does miss the tour, our company will not be responsible for.
5. LIABILITY AND INSURANCE
Hoan Kiem Tour is not responsible for any loss, injury or damage sustained by passengers incurred due to delay, accidents, natural disaster, political actions and unrest must be borne by passengers.
All guests are required to have full travel insurance. Local conditions maybe affect accommodation and itineraries. Should this occur, we will endeavor to substitute the suitable arrangement of similar value. Participation on any tour implies full agreement to above conditions by all parties involved.
6. CHILDREN POLICY:
- Under 4 years: Free of Charge.
- From 4 to 7 years old: 50% of adult’s fare and sharing bed with parents.
- From 8 years old: 100% of adult’s fare and using his own bed.
7. SUPPORT CENTER:
When customers need help, feel free to contact us via following channels:
– Urgent case: please call our hotline (24/7): +84 912 634 509
– Normal case: Talk with our operator on “Live chat section” instantly/send us an email at firstname.lastname@example.org and our staff will get back to you as soon as possible/ Call us at +84 912 634 509