Booking Conditions | Hanoi Tours Expert

By booking a trip with us, the Customer agrees on all conditions and terms stipulated in the “Booking Conditions” of Hanoi Tours Expert. These general conditions form an integral part of all contracts between Hanoi Tours Expert and the Customer.

1. PRICE AND VALIDITY

All prices mentioned in the offers sent to customers by Hanoi Tours Expert are clearly quoted in USD (American Dollars) or VND (Vietnamese Dong). Hanoi Tours Expert guarantees the validity of prices, invoices or documents provided to the Customer according to the contract. Price may be subject to change without advance notice in some cases of force majeure (fluctuation of the exchange rate, new tax laws, etc.)

2. BOOKING AND CONFIRMATION

All bookings have to be done with Hanoi Tours Expert head office in Hanoi. Upon the Customer’s confirmation of the trip, an invoice will be issued by Hanoi Tours Expert and will be sent to the Customer by fax or email.

Booking confirmation must be secured by a deposit of at least 15% – 20% of the total price for the trip. The balance will be paid upon Customer’s arrival in Vietnam.

– If the Customer books a trip less than one month before the trip start date, a deposit of around 30% of the full price for the trip must be paid upon booking confirmation.

– Please note that we will only secure your booking once we receive your deposit payment to do so. To avoid changes to the program, we recommend you settle the deposit payment at your earliest convenience.

3. PAYMENT

You can make payment for us by one of the following payment methods:

– Online payment through OnePay – (With over 15 years of deployment experience, OnePay is the first company providing digital payment solutions & services in Vietnam): We strongly recommend online payment through OnePay which is safer, easier, faster for you! Plus, when you pay with OnePay, you do not expose your credit card number to us. Online payment is the best way to ensure that you pay us and we get paid instantly.

– Please CLICK HERE to settle payment by card (Visa/Mastercard/American Express/JCB credit card). This payment mode is easy and secure. You will put in a payment amount in VND which must be informed and agreed by you and Hanoi Tours Expert. Please notice that 3% additional fee will be charged for the payment by card. This additional fee will be topped up on the payment amount by Hanoi Tours Expert.

– You can also make the payment via Bank Transfer/Western Union via the bank account details as below (any bank fee will be paid at your end):

Bank name: Vietnam Joint Stock Commercial Bank For Industry And Trade (Address: Vietin Bank, 104 Tran Phu Road, Ha Dong Dist, Hanoi city, Vietnam)
Account holder: DUONG TIEN SY (Address: Ho Guom Plaza Building, 102 Tran Phu Road, Ha Dong Dist, Hanoi city, Vietnam)
Account number: 666668256789
Swift code: ICBVVNVX324

– The tour balance will be paid upon your arrival to Vietnam, you can make this payment by card/bank transfer or cash USD or VND.

Once you send the full payment, you should inform us by e-mail about the payment details, which will help us to check the payment due and secure your reservation for your benefit and interest. If we do not receive the full payment as we expected or we have reasons to believe that your payment is delayed and fraudulent, we reserve the right to cancel your reservation, and the cancellation letter will be sent to you by e-mail properly. We are not responsible for any loss or inconvenience to you if you fail to access and view the cancellation letter.

4. CANCELLATION

At Hanoi Tours Expert we do our best to minimize cancellation penalty for our guests but we must abide by the cancellation policy of each service provider. Bellows are general cancellation policy:

4.1 Cancellation by Customer

If the customer cancels the confirmed trip regardless of the reasons, the customer agrees to pay cancellation fees as follows:

More than 40 days before the beginning of the trip: 30% of the deposit amount will be charged as our office operation fee. The rest will be refunded (bank fee levied by your end)
39 – 30 days before the beginning of the trip: 10 % of total tour price will be charged
29 – 25 days before the beginning of the trip: 20 % of total tour price will be charged
24 – 20 days before the beginning of the trip: 30 % of total tour price will be charged
19 – 15 days before the beginning of the trip: 40 % of total tour price will be charged
14 – 10 days before the beginning of the trip: 50 % of total tour price will be charged
9 – 5 days before the beginning of the trip: 70 % of total tour price will be charged
Less than 5 days before the beginning of the trip: 100 % of total tour price will be charged

(The cancellation time is the time Hanoi Tours Expert Travel receive your notice, the cancellation fee is calculated as percentage of the total price of the trip)

This rule is applied to all other bookings made with Hanoi Tours Expert by the Customer. The cancellation fee will be automatically extracted from the Customer deposit or payment. The balance will be made to the Customer via bank transfer with charges paid by the Customer.

4.2 Cancellation by Hanoi Tours Expert

In case of force majeure regarding political conditions, natural disaster, wars, etc, we have to cancel the confirmed trip which the Customer has deposited or paid for. In such case, we will contact you for appropriate alterations or you will get full reimbursements for your deposit or payment.

4.3 Trip postponed:

If you decide to postpone your trip at more than 30 days before the beginning of the trip: 10% of the deposit amount will be charged as our office operation fee. The rest of the deposit amount will be kept until you can do the trip.
If you decide to postpone your trip at less than 30 days before the beginning of the trip: 10% of the deposit amount will be charged as our office operation fee. Besides, we will not impose any charges if we are not being charged and possible to get refund from our suppliers but if our suppliers apply charges for cancellation, you will have to pay those charges that apply.
We will try to keep the same tour itinerary and price until you can travel. However, if the changes of flights, hotels affect the tour cost, the tour cost will be revised then. We will inform you.

5. INSURANCE

Hanoi Tours Expert is an inbound agency and we do not take care of insurance. However, we can act as an intermediary between your insurer and our service suppliers. Thank you to inform us of your contract with your insurer if deemed necessary.

6. LIABILITY

Hanoi Tours Expert agrees to execute all terms and clauses stipulated in the contracts that bind us. In return, the Customer must comply with the regulations announced by the guide or by the head of the service provider. We hold no liability to any incident or consequence arising out of the scope of the contract.

7. COMPLAINT AND DISPUTES

In case of disputes or complaints, both parties should strive to seek an amicable solution. In case of litigation and/or trial, the “International Arbitration Centre of Vietnam” under the “Chamber of Commerce and Industry of Vietnam” will have sole jurisdiction.
– According to the Vietnam tourism law of 2001, all tourism companies including Hanoi Tours Expert, must deposit a mandatory capital of 500,000,000 VND which is not used by the company but used to reimburse the Customer directly in case the company does not honor the contract and lose the trial.
– All complaints must be submitted by writing to us within 30 days after completion of services provided by Hanoi Tours Expert.

If you have a story to share or a question that has not been answered on our website, please contact us to get in touch with us via the contact details listed below:

Address: Ho Guom Plaza Building, 102 Tran Phu Road, Ha Dong Dist, Hanoi city, Vietnam.
Phone: +84 961738229
Hotline: +84 975558866 (24/7/365 – WhatsApp/Viber/Line)
Email: sales@hanoitoursexpert.com
Skype: hanoitoursexpert
Facebook: facebook.com/hanoitoursexpert