Terms & Conditions
These Booking Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, set out the details of your booking with Vivu Halong. Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:
- He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
- He/she consents to our use of information by our Privacy Policy;
- He/she is over 18 years of age and when placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.
Booking
When you make a booking, you confirm that you have the authority to accept and do accept these conditions on your behalf and on behalf of all members of your party further, if you are making a booking for more than one person, you are responsible for all payments due from every member of your party. It is your responsibility to ensure that any information you give us is accurate and that information which is given to you by us or any of our suppliers is passed on to all members of your party.
When you make your booking, you must pay the relevant deposit or full payment as specified at the time of booking. No contract will come into existence until we accept your booking receive your deposit or full payment in cleared funds and issue you with a confirmation invoice either on behalf of ourselves or the supplier in question.
Please check that all names, dates, and timings are correct on receipt of all documents and advise us of any errors immediately, as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document immediately. Please ensure that the names given are the same as in the relevant passport.
The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies.
Payment
Form Of Payment
We accept Credit Cards, (Amex, Visa, MasterCard), PayPal and Wire Transfers. Please take note that while Hanoi By Locals does not charge any payment processing fees, you may incur cross-border charges set by your bank or credit card provider, when using your card to make an online payment. These charges are set by your bank or credit card provider and not by Vivu Halong.
These charges are non-refundable. If you are unsure if you will incur cross-border charges, please contact your bank before making a payment online. If you would rather make a payment via bank transfer, please contact our customer service department for further details.
Once a booking has been created and the initial deposit or full balance payment paid, the currency can no longer be changed on that booking…In case of computer or human billing errors, we reserve the right to re-invoice participants with corrected billing.
Credit Card Policy
By authorizing and making payment by credit card, you expressly agree to waive your rights under any relevant cardholder agreement or applicable law to subsequently cancel or suspend any such credit card transaction. You further expressly authorize Vivu Halong to present this documentation to the bank or credit card issuer as evidence of acceptance that such credit card transaction is final and not subject to refund, reduction, cancellation or revocation, except as specifically provided in these Terms and Conditions. Vivu Halong reserves the right to charge the final payment to the credit card in the event that the cardholder fails to make any payment on the due date.
Deposit payment
- Depending on the type of tours and cruises, full payment or deposit will be required and informed by our travel consultant and operators
Final Payment
Final payment for individual bookings must be received by Vivu Halong 7 days prior to the tour commencing date.
For group bookings, final payment must be received by Vivu Halong fifteen (15) days prior to the tour commencing date. To qualify for the group booking, one person must act as a designated tour leader and be responsible for the group and make all payments to Vivu Halong, as per the Terms and Conditions, on behalf of all travel companions in the group.
If final payment is not received on time, your reservation may be released and rebooking will then be subject to final availability.
Cancellation Policy
Each tour package has different cancellation policies that apply depending on how close to departure you cancel your tour. Please refer to the specific tour package for accurate Cancellation Charges.
A change in your departure date is considered to be a cancellation of your reservation and is subject to applicable cancellation fees.
Refund
No refunds will be given in the event of interruption or cancellation of the tour by the passenger on the day of the tour commencing date, nor for unused portions of any package, nor any unused sightseeing tours or meals. No refunds will be made on unused tours, transfers or accommodations when voluntarily cancelled or omitted by the passenger, for missed package features due to the airline or other third-party transportation providers’ delays or for other acts beyond our control. No refunds are issued for cancellations received from you after the departure date of the tour. If you cancel your tour, cancellation fees and penalties will be deducted from your refund. Cancellation fees apply to each person.
Due to the fluctuation of exchange rates, the refund amount you receive may be slightly less or more than the amount you paid, since we base it on your payment exchanged to Vietnam Dong to make a refund.
Accuracy
We endeavor to ensure that all of the information and prices both on our website and in our brochures are accurate; however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
Special Request
If you have any special requests, please let us know at the time of booking. We will pass on all such requests to the supplier/representatives but we do not guarantee that they will be met and we will have no liability to you if they are not.
Insurance
Adequate travel insurance is a condition of booking with us. You must take out a policy of insurance to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. Failure to disclose relevant information will affect your insurance. You agree to provide us with a copy of your insurance policy on request.
Please note we do not check insurance policies. If you choose to travel without adequate insurance cover, we will not be liable for any loss howsoever arising, in respect of which insurance cover would otherwise have been available.
Guaranteed Departure
For tours that are marked with daily departures are guaranteed.
Due to the travellers on a specific tour, we reserve the absolute right to change the type or style of transportation or other elements, to enable the tour to operate.
Accommodation
On any of our tours, accommodation is provided in twin accommodation, which may be two single beds or a double bed.
Two travelers booking together will be accommodated in a twin room. Three travelers booking together will be accommodated as follows: two travelers will be roomed in one twin room; the third person will be accommodated in a same-gender twin share room. We will use our discretion in allocating the third person to a room share; unless we are otherwise advised in writing as to who will be sharing with whom.
Triple rooms can be requested, in writing, but cannot be guaranteed in every location in which event the above situation applies. Most hotels have rooms that will take an extra bed if required. These extra beds may be bunk beds, fold-away beds, or sofa beds. Where an extra bed is added this may limit the space available.
Single travelers will be accommodated in same-gender twin rooms paired with another single traveler unless they pay a single room supplement at an additional cost. Single rooms do not always match up either in size or facilities to twin bedded rooms.
Please note that in some properties, lifts may not directly service all floors and access to and from these floors may be by stairway only. Please note that porter services are not standard and not available at many hotels.
Accommodation ratings are displayed as provided by the supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.
Safety standards in Vietnam may differ from those applicable in your country. We strongly advise that all customers seek to minimize their exposure to injury by familiarizing themselves with relevant safety information that may be posted around the hotel or anywhere else.
Food
Meals are included as stipulated in the tour itinerary, check your specific tour itinerary on our website for details of which meals are included. Vegetarians can be catered for, so please inform us at the time of booking, as well as your tour leader/ tour guide at the start of the tour. Specific religious dietary requirements can be catered for by providing the vegetarian option. Non-included meals are at your own expense. This allows you the opportunity to try the local cuisine.
Fitness to travel, age and medical support
If you have any medical condition, disability, or special requirements that may affect your holiday, please tell us before you confirm your booking, as we can make inquiries to the supplier about the suitability of arrangements for you and provide replies before booking.
Clients are also expected to accept that the components described constitute “Adventure Travel” and that travel to and facilities in other countries will not be too similar to standards which they may be accustomed to at home.
Persons over 65 years of age may be asked to provide medical evidence of fitness to travel on certain itineraries. Minors (those under 18 years of age) are accepted on some group tours operated by us at our discretion provided they are accompanied by a parent or guardian who accepts full responsibility for them. Unaccompanied minors will not be accepted. We have recommended ages for participation in group tours which act as a guide only. Please note that no persons under 6 will be accepted on our tours unless this is formally requested in writing. Vivu Halong reserves the right to allow or deny younger travelers onto our tours at our discretion.
All itineraries may include a large amount of walking and activities. Walking or biking activities may take up to three hours, and walking to and from hotels and restaurants is unavoidable.
Clients agree to accept the authority and decisions of our employees, tour leaders, and agents whilst on tour with us. If in the opinion of such a person, the health or conduct of a client before or after departure appears likely to endanger the safety, comfort or enjoyment of a tour, the client may be excluded from all or part of the tour, without any refunds. In the case of ill health, we may make such arrangements as it sees fit and recover the costs from the client.
If a client is excluded from the tour as above or chooses to leave the tour of their own free will or leaves the tour due to ill health or any other reason there will be no refund of the tour price, extra services, surcharges, local payments/funds or any local surcharges. All services forming part of the whole package booked will be forfeited though may be recovered through travel insurance in some circumstances.
Behavior
Please be aware that the booking conditions of the supplier will normally state that your holiday arrangements can be terminated, with no refund, if the behavior of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation or services. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.
All participants in tours operated by us are expected to obey Vietnam’s laws and regulations and any failure to do so may relieve us of any obligations that they may otherwise have under these booking conditions.
Passport, Visa & Health
We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel.
Your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant Embassies and/or Consulates prior to travel. Neither we nor the supplier accepts any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements and normal cancellation fees will apply
We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
Final Travel Arrangement
Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the relevant departure point.
To fully prepare yourself for your tour, Vivu Halong strongly recommends you read our Frequently Asked Questions and download and read the pre-tour documents that are available to download from the website. The most up-to-date documents can be found on the website and should be downloaded at least 5 days prior to departure to ensure you have the most correct and up-to-date details.
Compaints
Where you have booked a package tour or a single tour activity with us, please inform your Tour Leader about any queries or concerns immediately or contact us via the contact numbers listed on our website. If your complaint is not resolved locally, please follow this up within 14 days of your return home by writing to us giving your booking reference and all other relevant information. It is strongly recommended that you communicate any complaint to our tour leader ỏ tour guide in question without delay whilst on tour. If you fail to follow this procedure, we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were on tour and this may affect your rights under this contract.
Lost Property
Vivu Halong and its staff do not accept liability in respect of any loss or damage to items brought on tour. It is the sole responsibility of all guests to make arrangements for adequate insurance coverage on all valuable items before departure. Should any items be left behind at our partner properties whilst on tour, it is your responsibility to contact the relevant hotel to make arrangements for the items to be returned. Vivu Halong will assist where possible in the tracking of lost items. Should the item be found it will be posted to you. You agree to pay all the relevant postage fees. Vivu Halong accepts no liability for helping with your lost property, nor do we take responsibility for any loss or damage to your luggage while on our vehicles or public transport.
Force Majure
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier of the service in question could not, even with all due care, foresee or avoid. These events can include but are not limited to war, the threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and all similar events outside our control or the control of the supplier concerned.
Law and Jurisdiction
These terms and conditions are governed by Vietnamese law and any dispute arising between the parties is subject to the exclusive jurisdiction of the courts of V
If any exclusion(s) or limitation(s) contained in these Conditions is found, in whole or part, to be unlawful, void or for any other reason unenforceable for any purpose(s), that exclusion(s) or limitation(s) or part(s) in question shall be deemed severable and omitted from these Conditions for that purpose / those purposes. Such omission shall not affect the validity, effectiveness or enforceability of the other provisions of these Conditions.
Conditions of Suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually by applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
Data Protection & Privacy
We take full responsibility for ensuring proper security measures are in place to protect your personal information. The booking information that you provide to us will be passed on only to the providers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies.
Photography & Video
Vivu Halong and our suppliers frequently photograph films or record passengers and activities during a cruise. Copies of such photographs etc. may be available for a modest charge. As our passenger, Vivu Halong is hereby authorized to take and use such photographs, etc. for marketing and training purposes without being obligated to compensate the passenger.
