1. Who you are contracting with
Your contract is with demo_legal_entity, a tour operator registered in Vietnam under tax code {taxcode} and holding international tour operator licence {license}. Correspondence should be sent to demo_email or to demo_address.
2. Quotations and confirmation
Every quotation states what is and is not included, the price basis and how long the price is held. A booking is confirmed only when we have issued a written confirmation and received the deposit stated on your quotation. Until then, prices and availability are subject to change.
3. Payment
A deposit is payable on confirmation and the balance before the start of the trip, on the dates set out in your quotation. We accept bank transfer and card payment; any bank charges or card fees are stated in advance. Bookings made close to departure may require payment in full.
4. Changes by you
We will do our best to accommodate changes after confirmation. Where a supplier charges us for the change, that cost is passed on at cost and shown to you before we proceed. Changes requested during a trip are handled by your guide and our office, and any additional cost is agreed with you first.
5. Cancellation
Cancellation charges depend on how close to departure you cancel and on the suppliers involved, and the scale is set out in full on your quotation. Cruises, domestic flights, permits and festival-period accommodation frequently carry stricter terms than the rest of a trip; where that applies we say so before you pay.
6. Changes and cancellation by us
Occasionally we must change an itinerary — weather closures in Ha Long Bay, flooding in central Vietnam, cave systems closed by high water, or a supplier failure. Where that happens we provide a comparable alternative or refund the affected portion. We will not cancel a confirmed trip except for reasons outside our reasonable control.
7. Insurance
Comprehensive travel insurance is a condition of travelling with us. It must cover medical treatment and repatriation, and should cover cancellation and your activities — trekking, cycling, kayaking and caving are excluded by some standard policies. We ask for your policy number before departure.
8. Your responsibilities
You are responsible for holding a valid passport and the correct visa, for declaring medical conditions that could affect your participation, and for behaving in a way that does not endanger or seriously inconvenience others. We may end a person's participation without refund in the rare case that this is necessary.
9. Liability
We accept responsibility for the services we contract on your behalf being provided with reasonable skill and care. We are not liable for loss arising from events outside our reasonable control, including weather, natural events, epidemics, industrial action and government restrictions. Nothing in these terms limits liability for death or personal injury caused by our negligence.
10. Complaints
If something is wrong, tell your guide immediately so that we can fix it while you are still travelling. Complaints raised after a trip should be sent to demo_email within 28 days of your return, and we will respond in writing.
11. Governing law
These terms are governed by the laws of Vietnam. Nothing here affects rights you may have under mandatory consumer protection law in your country of residence.