1.  RESERVATION, CONFIRMATION, DEPOSIT, BALANCE:

1.1. How to make a reservation: All bookings are to be made by EMAIL. Upon confirmation of the service, an invoice will be issued to the clients and will be sent to the clients by email.

1.2. Deposit: Upon confirmation of the trip, a deposit of 70% of the total amount is required to secure the booking. The deposit may be made either via bank transfer or by credit card. 

1.3. Balance of the trip: the balance is settled 7 days before the trip. Due time for balance is before the tour starts. Otherwise, Vietnam Experiencias Locales reserves the right to cancel the trip and to retain all the deposit made by clients.

Note: For tours clients register close to the departure time from 03 to 05 days, please pay 100% of the price of the tour.

In case of other negotiations due to the force majeure, Vietnam Experiencias Locales could refund a part or all the amount of deposit.

2.PAYMENT METHODS:

2.1. Online payment via INTERNET: Clients can pay by cards via our PAYONEER secured online payment. Vietnam Experiencias Locales accepts online payments with Visa, MasterCard, Amex and JCB card. After receiving your confirmation, Vietnam Experiencias Locales will send you by email an “invoice for online payment” where you will follow the instructions by clicking on the link. If you do not receive any confirmation of the payment gateway transaction from us after filling your card details, please do not try to redo the transaction. Contact us for confirmation of the bank transaction and the payment order.

2.2. Cash accepted:  Vietnam Experiencias Locales accepts: Euros, USD, VND. The exchange rate is based on our bank VIETCOMBANK in Vietnam on the payment date. (www.vietcombank.com.vn)

2.3.Bank transfer: Clients can pay by bank transfer, bank fees will be paid by the client. In this case, clients transfer to the following account:

Name of beneficiary:  CTY TNHH VN EXPERIENCIS LOCALES

Address of beneficiary:          Số 24 Ngách 604/35/16 Ngọc Thụy, Phường Ngọc Thụy, Quận Long Biên, Thành phố Hà Nội

Account USD: 116002932680

Account EUR: 115002932681

Name of bank:            VietNam Joint stock Commercial Bank for Industry and Trade (Vietinbank)

Bank address:       108 Trần Hưng Đạo, Quận Hoàn Kiếm, Thành phố Hà Nội, Việt Nam.

Swift code:      I C B V V N V X 128

NOTE: No IBAN code in Vietnam

2.4. Payment by credit cards via a POS machine.

Payment via POS machine is only possible for the settlement of the balance on arrival. Vietnam Experiencias Locales accepts the following cards: Visa, MasterCard, Amex card, JCB. Payment is made at the office of Vietnam Experiencias Locales in Hanoi. Note: Payment by credit card only accepts VND. Other foreign currencies must be converted into VND according to the exchange rate of the payment date.

3. CANCELLATION POLICY

3.1. Cancellation by Vietnam Experiencias Locales:

If Vietnam Experiencias Locales fails to perform the tour/service, the company must immediately notify the clients and pay the clients the full amount paid by the clients within 3 days from the time of official notification about cancelation of the trip / travel service in the form of cash or bank transfer.

3.2. Cancellation by Client:

a) In case of cancellation for whatever reason, the client must immediately notify us, either via email or registered letter (Vietnam Experiencias Locales do not handle the case of contact to change/cancellation of tour via phone). 

In cases of transfering/ changing services / tours: The company will base on considering the actual situation to charge and have a satisfactory relative support for clients.

In case of service/tour cancellation: Clients must handle the cost of tour/service cancellation in accordance with Vietnam Experiencias locales’s regulations and all bank fees for online payment.

Cancellation fees are as following:

- 45 days before the trip :          No Charge

- 44 – 31 days before the trip :  5% total price of the trip

- 30 – 21 days before the trip :  15% total price of the trip

- 20 – 11 days before the trip :  30% total price of the trip

- 10 – 7 days before the trip :    50% total price of the trip

- 6 – 2 days before the trip :      75% total price of the trip

- 1 – 0 day before the trip :       100% total price of the trip

- In case clients arrive late to the departure time, it will be charged as cancellation 1-0 day before the trip.

These fees are used to cover the penalties caused by cancellations of various services (flights, accommodation, train…)

Holiday/New Year period: no refund, no cancellation, no change.

The cancellation of the trip must be notified directly to the Company or via fax, email, text message and must be confirmed by the Company. Cancellations via phone call are not accepted.

The days of deposit, payment, cancellation and reschedule: excluding Saturday, Sunday.

b) A postponed trip is not subject to penalties, but entails the cancellation costs to clients.

c) This rule is applied to all services reserved by clients to Vietnam Experiencias Locales. The refund will be made by bank transfer and the client must pay all the bank fees.

d) In case of impediment, the clients can nominate a person who will participate in the trip under the same conditions. This person will stand surely for the price of the trip and the service providers involved in his/her journey (hotels, airlines, railways…) accept this change.

e) In case of cancellation by clients for the reasons of force majeure (illness, death, accidents, natural disaster…) we will do everything possible in the negotiation with providers (hotels, transfers, flights, train…) in order to minimize the cancellation fees. In this case, Vietnam Experiencias Locales will reimburse you all that remains. As a travel agency with a human dimension, we understand that cancellation of the trip is already a mental loss for clients.

4.2. Modification by Vietnam Experiencias Locales:

Vietnam Experiencias Locales reserves the right to modify the services included in the definitive travel program in the following cases:

a) The modification is justified following an event of force majeure. In this case, the change may result in additional charges to the clients or a refund from Vietnam Experiencias Locales.

b) The change is essential to ensure the clients’ safety and/or the quality of the trip. In these cases, any additional costs occurred will be charged by Vietnam Experiencias Locales

5. INTERRUPTION AND UNUSED SERVICES:

If clients do not use any services in the tour, they will not be refunded. Depending on the situation, Vietnam Experiencias Locales will try its best to negotiate with services providers to guarantee the best benefits for clients.

The tour guide has the right to rearrange the order of destinations to suit the conditions of each specific departure date, but still ensure all attractions in the program.

6.CLIENTS OBLIGATION AND INSURANCE:

6.1. Before the trip, it is the clients’ responsibility to ensure that they meet the requirements in terms of:

- Passport: (validity of 6 months after return, at least 2 blank pages, children, etc.)

- Physical condition, vaccinations, preventive treatments, medicine…

- Visas (required for Vietnam, Laos, Cambodia and Myanmar)

Vietnam Experiencias Locales could assist clients in the process of obtaining a Vietnam visa (on request)

6.2. Insurance: Anyone who participates in a trip organized by Vietnam Experiencias Locales must subscribe to an international travel insurance covering at least medical expenses and repatriation.

This insurance is in the principle offered by the ticket agencies to the clients during the purchase of international air tickets. The insurer’s contact information and the clients’ insurance policy number must be sent to Vietnam Experiencias Locales before the trip.

6.3. During the trip, clients must respect the rules announced by the tour guide or by any other agent of Vietnam Experiencias Locales. These are rules to ensure clients’ safety and the quality of the travel program.

6.4. Assistance: Vietnam Experiencias Locales undertakes to provide all necessary on-site and useful assistance to the clients in the event of an incident covered by the insurance and in particular to assist the clients in completing administrative formalities with local authorities and the insurer.

7. LIMITATION OF LIABILITY :

7.1. Vietnam Experiencias Locales undertakes to provide all the services agreed with the latter and included in the travel program.

7.2. Clients are responsible for all actions: Any activity that does not fall within the scope of the travel program or any violation of the law of the host country will not be the responsibility of Vietnam Experiencias Locales.

7.3. Vietnam Experiencias Locales is responsible to clients as an intermediary between the latter and the various service providers (Airlines, hotels, restaurants, boats…) and must ensure a certain quality of services. However, Vietnam Experiencias Locales should not be confused with these various providers who in any case retain their own responsibility.

7.4. In objective cases such as: terrorism, natural disasters, etc. or due to an incident, there is a change in the schedule of public transport such as: plane, train, etc., Vietnam Experiencias Locales will retain the right to change the route at any time for the convenience and safety of clients and will not be responsible for compensation for damages incurred.

8. CLAIM:

If the services do not correspond to the description in the program or if there is a major defect, clients are obliged to contact without any delay to our local guide, service providers or our correspondences whose contracts are given in the travel documents and ask them to fix the problem.

If the intervention does not provide a solution, clients must require a written document from the tour guide or service provider, confirming the content of the claim. The claim or, if applicable, the claim for damages must be sent in writing no later than 21 days after the end of the trip.

9. RESPUTES, LAW APLICATION AND JURISDICTION:

If no amicable solution is found, the “International Arbitration Center of Vietnam” under the” Chamber of Commerce and Industry of Vietnam” will have sole jurisdiction to settle the dispute. The contractual relationship between clients and Vietnam Experiencias Locales is subject to Vietnamese law.