Service Terms and Condition
1, PAYMENTS, UNUSED SERVICE AND REFUNDS
Terms of Deposit Payments, Balance Payments, Claims for Refunds will be detailed in the Tour Proposal sent to you personally.
2, CHILDREN POLICY
Children under 12 years are generally granted a reduction of 25% of the tour price, provided that they are accompanied by at least two full-paying adults and stay in the same room. An extra bed is fully charged as an adult.
3, ITINERARIES
Accommodations (hotel or vessel) and pre-arranged sightseeing are subject to change at any time due to unforeseen circumstances or circumstances beyond VietAIR’s control. Every effort will be made to operate tours as planned.
4, EARLY CHECK-IN
Early check-in is not included in the tour prices. Most hotels allow check-in to take place during the mid-afternoon. Should you wish to have your room ready for immediate check-in upon arrival, VietAIR can arrange this for an additional charge. Please ask for details and prices.
5, ACTIVE ELEMENTS
› Clients should take into account all international travel risks and familiarize themselves with health requirements applicable to the areas they intend to visit. The client is solely responsible for checking the safety and security conditions, vaccination, and other health requirements of governments in countries visited or transited.
› On adventure itineraries, some active elements are incorporated into the tour. To enjoy the tour as intended a minimum level of fitness is required to participate. The level required would be equivalent to what is obtained by routine daily exercise such as golf, jogging, energetic walking, tennis, etc. Activities during the tour could include (but are not limited to) trekking, hiking, off-road walking, cycling, kayaking and navigating uneven terrain. Should you have any questions or need any clarification about a specific tour please ask for details at time of booking.
6, INSURANCE
The Consumer is required to have full travel insurance. It is the responsibility of the Consumer to read their insurance policy before they travel and ensure that the insurance scheme provides the Consumer with the requisite level of cover.
7, PHOTOGRAPHY
During your program, VietAIR’s reserves the right to take photographs during the operation of any program or part thereof and to use them for promotional purposes. By booking a reservation with VietAIR, tour participants’ members agree to allow their images to be used in such photographs. Participants who prefer that their images not be used are asked to identify themselves to their Tour Leader/Tour Guide at the beginning of their program.
8, TRAVEL DOCUMENTATION
All clients must be in possession of a valid passport and necessary visas or permits at the commencement of travel. All such documentations are at the sole responsibility of the clients. Your travel advisor may assist you in applying for the necessary travel documentations upon request. VietAIR accepts no responsibility or liability whatsoever for the failure of clients to obtain appropriate documentation.
9, LUGGAGE ALLOWANCE
In accordance with regulations of the Vietnam Airlines and other regional airway carriers, the free baggage allowance within Vietnam is 64kg for the business class, 23kg for economy class, plus limited carry-on luggage. Excess baggage charges are the sole responsibility of the client. Regulations within Vietnam specify that all suitcases must have a locking device attached. Failure to follow this regulation may result in refusal by airport staff to load suitcases onto the aircraft.
10, COMPLAINTS AND CLAIMS
› Shall you feel unsatisfied with any service VietAIR has provided, please notify your local tour guide or your travel advisor to avoid the potential for similar problems happening again during your trip.
› In the event of a complaint or claim for compensation, you must inform us by email, regular mail, or facsimile in writing within 15 days from the end of your tour. Relevant receipts and substantiating evidence must be attached to the letter of claim. VietAIR will not be liable for any claims made later than 15 days after the completion of your tour.
› VietAIR will act as an intermediary between the clients and other services suppliers such as air, train, boat, and hotels in the event of any complaint.
11, COMMUNICATIONS
You can contact VietAIR via the web form on https://vietair.com.vn/, email, fax, or phone. If for any reason, you fail to receive any reply from VietAIR in regard of your tour status within 48 hours from the time you submitted the request for booking, modifying, or canceling a tour, please contact VietAIR customer service center at support@vietair.com.vn or mobile phone at +84 971549288 immediately to ensure that we are able to deal with your enquiry under the terms of our Terms and Conditions.
12, CONFIRMATION
All confirmations are generally confirmed by return fax or e-mail within 2 working days. In case immediate confirmation is not possible, we will inform you of the booking status at the time of reservation.
Service voucher
Voucher will be issued by VietAIR after the booked trip is confirmed and payment is completed. A service voucher will be sent by email/fax or snail mail to passenger.
13, LIABILITY, RESPONSIBILITY & FORCE MAJEURE
› VietAIR shall not be liable for any loss, injury, or damage to person or property, alteration of itineraries or cancellation in part or in full, caused by climatic conditions, breakdown of machinery or equipment, acts of government or other authorities, wars whether or not declared, civil disturbances, strikes, riots, thefts, epidemics, quarantines, medical or customs regulations, terrorist activities, or any other actions, omissions, conditions or other Force Majeure beyond VietAIR’s control. Neither VietAIR nor any of its affiliates or subsidiaries shall be or become liable or responsible for any additional expenses of liability sustained or incurred by the tour member as a result of any of the aforementioned causes.
› Passengers are required to have full travel insurance covered. This includes trip cancellation, medical emergency evacuation, and other coverage. Airline schedule, train timetable, and local conditions may affect accommodation and itineraries. Should this occur, VietAIR will endeavor to substitute a suitable arrangement of equivalent value.
› VietAIR shall not be responsible for any wrongful or negligent or fraudulent, omissions, changes of itinerary, cancellation or the failure of any equipment operated by any suppliers such as transportation carriers, cruise, and hotels, or any other party not directly owned or controlled by VietAIR.
› VietAIR is not responsible for a client’s failure to comply with customs regulations.
› VietAIR is not responsible for the theft or loss of any customer’s valuables or items of personal property due to the negligence of the customer.
› VietAIR reserves the right to substitute hotels, flights, or cruise ships, to alter itineraries, or to cancel the tour prior to departure. If VietAIR has canceled any tour prior to the commencement of the tour, VietAIR is liable for a full refund of the money received by VietAIR.
› Many of VietAIR tour packages include activities which require care attention. Such activities include boarding and going ashore from boats, climbing hills, trekking, cycling, hiking, kayaking, and entering and exiting tombs and caves, etc. You will receive help and advice from our representatives but all activities are undertaken at your own risk. VietAIR, its employees, and agents cannot be responsible for any action or event that occurs after its said employees and agents have exercised their duty and taken the necessary care.
› VietAIR reserves the right to modify or rescind the terms and conditions in whole, or in part at any time with or without notice.
PRIVACY POLICY
We understand the importance that our customers place on privacy and have designed this Privacy Policy to describe our information-gathering and dissemination practices. You agree to this Privacy Policy when you: 1) access or use VietAIR’s Site; and/or 2) agree to receive e-mail from us. If you do not agree to this Privacy Policy, please do not use this Site.
Information that we may collect about you
Information Provided When You Contact Us. We may collect Personal Information that you voluntarily provide to us when you submit a request form via VietAIR website, or via contact with VietAIR Team members with a question or comment or request information about our service or during the process of planning your trip with us.
1. Name
2. Age
3. Phone Number
4. E-mail address
5. Nationality
What we do with the information we collect
The Personal Information that we may collect from you allows us to identify you, understand and respond to your question or comment, and send you emails from VietAIR for marketing purposes.
support@vietair.com.vn
