IMPORTANT TO NOTE

Please read this booking condition carefully, they form an important part of the contract for your holiday with Holiday Vietnam Travel website is under power of Jewel Tours., JSC

All holiday packages and services provide on our websites written by Jewel Tours., JSC under protection by Vietnam National Tourism Authority (Tourism Department).

Company name:  Holiday Vietnam Travel

Vietnamese Name: Cty CP TM và DL Ngọc Châu Á

Head office: First Floor, 50 – 52 Yen Bai 1, Hai Ba Trung, Hanoi, Vietnam

International license: 01-043/2009/TCDL-GP-LHQ

Phone: + 84 4 39746373; + 84 4 39746376

Fax:     + 84 4 39746374

Email: info@holidayvietnamtravel.com 

Website: www.holidayvietnamtravel.com

Financial Security

As a licensed international tour operator, we are legally bound to maintain a substantial bond in a holding account at a government bank in Vietnam for your protection. This will be used to compensate you in the event of business failure or our failure to carry out any or all of the terms of the contract, subject to the conditions that follow. We have listed our full registration, license and bond details on our web site at "About us". It's an easy matter to request confirmation of a company’s legitimacy from VNAT (Vietnam National Administration of Tourism).

Contact details:
Vietnam National Tourism Authority (Tourism Department)
Web site: www.vietnam-tourism.com
e-mail: vnat@vietnam-tourism.com
Tel: (0084 4) 822 3744
Fax: (0084 4) 942 4115
E-mail: vnat@vietnam-tourism.com

Link page to Jewel Tours., JSC: http://vietnamtourism.com/v_pages/service/company-p.asp

Insurances

It is a condition of travel with Holiday Vietnam Travel that all traveler(s) are adequately covered by travel insurance prior to arrival.  Insurance should cover personal accident and medical expenses, evacuation and repatriation, baggage loss, and cancellation or curtailment of holiday.

We advise you to tell us the name of the insurance company and its contact details so that we can give notification on your behalf if you are unable to do so in the unlikely event of an accident occurring.

If you are intending to engage in any activity that could be considered 'hazardous' in any way, you should check your insurance carefully to make sure that you will be covered in the case of an accident.

1. HOW TO BOOK WITH US
Customers can request Holiday Vietnam Travel to reserve package tours, tailor made tour programs hotels, transportation, visa approval letters which are offered on Holiday Vietnam Travel website.

You can send us a booking request in several ways: directly over the telephone, via our website contact form, direct email to our head office. The person who makes the booking must be 18 years old or over and possess the legal capacity and authority to make the booking and accept these booking conditions on behalf of everyone in their party.

Book Hotels

When you find any hotel that meets your expectation on our website, you are required to choose your group size, room catalog (Double/Twin/Single), number of rooms:

- If the hotel price is available, you will find 1 night (One night) total room cost for entire group right bellow, then you click “Book this hotel” button which will lead you to a new page of tour booking. It requires name of all members, date of birth, passport number, your personal information so that we can contact you while we process the booking. Our sales team will contact you by email, fax or telephone for your hotel status or confirmation.

- If the hotel rate is not available, you will not see the cost at the end even you have chosen group size, room catalog. The page will instead lead you to a hotel booking form where you are required to fill out with as full information as possible. This will help our sales team to process your booking faster and more accurate.

Book Holiday Vacations

When you find any packaged tour that meets your expectation on our website, you are required to choose your group size, tour class, number of rooms (Double/Twin/Single)

- If the tour price is available, you will find total tour cost for entire group right bellow, then you click “Book this tour” button which will lead you to a new page of tour booking. It requires name of all members, date of birth, passport number, your personal information so that we can contact you while we process the booking. Our sales team will contact you by email, fax or telephone for your vacation status or confirmation.

- If the tour price is not available, you will not see the total tour cost at the end even you have chosen group size, tour class and accommodation. The page will instead lead you to a tour booking form where you are required to fill out with as full information as possible. This information will help our sales team to process your booking faster and more accurate.

If you do not find any tour program on our website that suits you or you need us to tailor made a tour program just send us an email with your request by click. The more information you write us the faster and more accurate program we will send back to you. While we process your customized trip, our expert may contact you by email, fax or phone. All of your information will be kept as privacy and used for our expert to create your tour program only.

Upon agreement our offered tour programs, terms and conditions, booking condition you are require to send us your party full personal information including full names (as printed on your passports), dates of birth, passport details, arrival/departure flights (if by your own arrangement as well as any special requirements). This might have already been done before if you send booking request via our website’s booking form.

Names on travel documents must exactly match those in your passports.  Unless we are responsible for the mistake, we will not accept liability if an airline or other supplier refuses boarding because the name(s) shown in your passport differ from those on your ticket.

   
Your personal safety is of paramount importance to us and therefore it is imperative that you advise us at the time of booking of any condition, medical or otherwise, that might affect your or other people’s enjoyment of the trip.

Book Transportation

Please contact us by fill out the contact from onsite or phone us for quotation of this service.

Apply Visa to Destinations

For many nationalities now still require to apply visa to Vietnam, Laos, Cambodia, Myanmar, please add this item to your booking request which we can assist your update information to apply visa to our service destinations.

Guaranteed your services requirements (Payment)

Once received your information, we start processing services reservation in addition to any provisional bookings made in advance. If any chosen service such as hotel/hotel room type, flight routine etc... is not available on the requested dates, we will endeavor to find alternatives of similar standard. We will revise the price accordingly and consult you immediately.

When all services are well reserved, we will send you the detail confirmation as well as an instruction for payment.

Hotel bookings: Upon received your hotel confirmation you are required make a full payment by Wire Transfer or Credit Card (Visa card, Master card or JCB card only). Any payment made by Credit Card is subject to 3% added on your total booking cost. Payment by Wire Transfer minimum charge US$30 (Thirty American dollar) per booking. You will receive hotel voucher after payment received by Holiday Vietnam Travel.

Tour bookings: Upon received our holiday confirmation you are required to choose the payment method by Wire Transfer or Credit Card (Visa card, Master card or JCB card only). There is required 15% of total tour cost deposit to guarantee our provisional service reservation. We will issue a deposit invoice as soon as your payment is acknowledged with the balance payment require date no later than 21 days prior to travel date (You also can request for balance made on arrival destination this must be agreed by Holiday Vietnam Travel., JSC by the time received your deposit payment). If you book the tour within 21 days of departure, you are required to make full payment once only by the time of confirmation.

Payment by Wire transfer:
ASIA COMMERCIAL BANK - HANOI BRANCH
Address: 184 - 186 Ba Trieu Str. Hai Ba Trung, Hanoi, Vietnam
Account name: JEWEL TOURS.,JSC
Account number: 15453459
Swift code: ASCB VNVX

Travel documents will be posted or emailed to you approximately 2 weeks before the departure of your tour, and will not be issued unless payment of the due balance has been received and any cheques have cleared. If requested in the trip information documents, you must reconfirm the reservations, timings and check-in details of your flight with the airline concerned at least 72 hours before departure. This applies to your outward flight and to your return flight. If you miss a flight or suffer any disruption as a result of not following our instructions as to reconfirmation we will have no liability to you.

Price and surcharging

All prices on our website/newsletter/brochures are accurate at the date published, but we reserve the right to change any of those prices (including the cost of fuel, dues, landing taxes at airports, embarkation/disembarkation fees at ports). Prices on our website are updated regularly. Before you make a booking we will give you the up-to-date price of your chosen holiday including any flight supplements, upgrades or additional facilities which you have requested.

However, your total holiday vacation tour cost no change upon you have guaranteed (deposited). We will absorb any changes in taxes, entry fees and exchange rates and you will not be charged for any increase excludes any amendment charges. 

2. SERVICE AMENDMENT

All amendment requests must be received in writing at our office. We will try to make the changes subject to availability and have the right to charge an amendment fee to cover our administration costs. In addition to the fee we charge, any alteration, whether a change to an existing booking or a change to another tour or departure date, will also be subject to payment by you of any costs imposed by any of the suppliers providing the component parts of the tour. If the trip to which you transfer is more expensive than the one you originally booked, a further deposit will also be payable.  Within 30 days of departure for FIT (Group from 1 person up to 8 persons) and 60 days for GIT (Group from 8 persons and more), any alteration by you will be treated as a cancellation of the original booking and will be subject to cancellation charges.

3. SERVICE CANCELLATION AND REFUND

Cancellation by you

You, or any member of your party, may cancel your tour at any time providing that the cancellation is made in writing. Notice of cancellation will be effective upon receipt of your written communication. You must receive a notice that Holiday Vietnam Travel., JSC that already received your cancellation request. As we start to incur costs from the time the trip is confirmed, we will retain your deposit and in addition will apply other cancellation charges as shown below. 

Holiday vacation cancellation

* Group from 1 person up to 8 persons (FIT)

30 days prior to arrival date: loss of deposit
15 – 29 days prior to arrival date: charge 25% of the total tour cost
7 – 14 days prior to arrival date: charge 50% of the total tour cost
Less than 07 days prior to arrival date: charge as NO SHOW

* Group from 8 persons and more (GIT)

60 days prior to arrival date: loss of deposit
45 – 59 days prior to arrival date: charge 25% of the total tour pax
30 – 44 days prior to arrival date: charge 50% of the total tour cost
Less than 30 days prior to arrival date: charge as NO SHOW

* This cancellation policy can be change if there is any special note on booking confirmed.

Cancellation by us

We reserve the right to cancel the agreement between us for any reason prior to your holiday full payment, whereupon we will refund any monies that you have paid us in full. After full payment has been made, we will only cancel the agreement if circumstances beyond our control make it unavoidable.

In the unlikely event that such circumstances should arise, we will contact you immediately and offer you the choice of an alternative of equivalent quality or a full refund of all monies paid. No additional compensation will be paid over and above the total sum received from you.

If we are forced to cancel your holiday after departure, we will, wherever possible, make suitable alternative arrangements. If we are unable to make such alternative arrangements, or you reject these for good reason then we will return you to your point of departure and refund you for any unused services, if appropriate.

Compensation however will not be payable if we are forced to cancel for reasons of force majeure. Circumstances amounting to "force majeure" include any event which we or the supplier of the service(s) in question could not even with all due care, foresee or forestall such as (by way of example and not by way of limitation) war, threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, acts of God, adverse weather conditions, and all similar events.

Refund

If your trip or your services are booked, confirmed and you already made payment to us, then we will process the refund to you only if you send us full documents required by the time you make cancellation (These required documents from Vietnam commercial Bank and Holiday Vietnam Travel., JSC). We will complete your refund documents at least 15 days from the date we receive your requirement for refund. If you miss any of the required documents, Holiday Vietnam Travel., JSC have the right to reject your booking without refundable.

4. CHILD POLICY
Customers are required to make sure that children in the group (if any) are in suitable health condition to participate in the chosen trip itinerary and that they are well taken care of by group members while touring. Holiday Vietnam Travel are not responsible for any participating failure due to child’s health inefficiency.

We have discount policy for any travelling child bellow 12 years of age as shown below:

Child under 2 years of age: free of charge (applicable for 01 child per booking)

Child from 2 – 11 years of age:

• With Extra bed 75% of total tour cost
• Without extra bed 50% of total tour cost

5. TOUR LEADER OR LOCAL GUIDE
We would like to bring you more details of each services destinations in which station guide will be use mainly for your trip (Station guide mean local guide in a certain destination). Tour leader provided upon requested only event those in some destination we still use local guide going along to give more information up to date to customers. Our professional tour guides, local guides are well trained of tourism and foreign languages skills to tell you about history, culture, traditional, daily life activities of local people but they are not native speaking languages. They are all had tour guide license approved by Tourism Authority. In case of He/She who going along with you failed to meet your expectation, you should inform us immediately for the necessary amendment.

6. COMPLAINT PROCESS
If you have any complaint during your holiday you must inform our local representative or your tour guide and the relevant supplier of the service immediately. If you are not happy with their action in response please follow this up within 35 days of your return home by writing to our office, giving your booking reference and all relevant information. We will acknowledge your written notification within 24 hours and aim to provide a full response within 7 days. We can usually sort out any complaints you may have, but if we cannot agree the matter will be solved with the help of a consulting committee or under court by law of Vietnam.