1. Make a booking with Adventure Indochina Travel.
– Our company details are as follow:
– Adventure Indochina Travel 06 Ma May street | District Hoan kiem [Old Quarter] | Hanoi, Vietnam |
– Openings Hours : 08:00AM – 21:30PM (GMT+7h TimeZone) every day
– Customer Hotline – WhatsApp – Zalo – Line – Viber – Wechat – Mobile (24/7):+84.903.299.389/ 337.882.745 (VN/EN)
– Office Customer Hotline: +84(0) 2422-152-153/ 6683.5539 (EN/VN)
– Email: [email protected]
– Website: Adventureindochina.com
Our company Adventure Indochina Travel, have clearly stated on our website and our platforms that delays and changes to methods of transport can be common throughout the region we operate in, and that they may run below operational standards that would be regarded as normal in much of the developed world. We cannot accept any claim for indirect or consequential loss arising from the failure of transport (such as train, car, boat or plane) suppliers to conform either to timetables supplied by us or to their own timetables. Adventure Indochina Travel cannot accept any claim for shock, distress, loss, whether mental, physical or financial, arising from deviations from operational standards by all kind of 3rd party suppliers whose services form part of our itineraries (whether original or amended). Please note that the times of road and rail departures and other services are estimates only. Adventure Indochina Travel will always try to ensure a current departure time.
The level of fitness required for each tour may vary, especially those with more adventurous itineraries. It is the responsibility of each individual client/participant, to assess their personal suitability, and preparation for all of Adventure Indochina Travel itineraries. Unfortunately, we will be unable to refund and monies in respect of services from which customers may withdraw after their arrival. Adventure Indochina Travel, will try within reasonable notice, to organize alternative versions of some of our activities to accommodate our clients in certain circumstances. You might consider consulting a medical advisor, regarding whether you should, travel, or participate, on your required itinerary.
2. Pricing and Payment
Bookings, will be accepted once a non-refundable and non-transferable deposit is received. All bookings are accepted on a request only basis, and are based on the service ticket and booking details sent us by the clients- it is the clients responsibility to check these details carefully and advise us of any errors immediately. In certain circumstances there can be a charge for adjusting any discrepancies. Service ticket of a completed booking form may not guarantee the availability of any booking. Whilst your deposit secures your reservation with Adventure Indochina Travel, it does not guarantee the availability of any hotels or land/water tour services. Your holiday cost can change due to external influences, out of our control, such as hotel availability, exchange rates, fuel surcharges and airlines changing or cancelling services. The final costs can only be guaranteed once all services have been confirmed and in the case of flights, all airline tickets have been issued.
2.1 Payment schedule
2.1.1 Deposit to confirm a booking:
Once you have agreed the service ticket and the price, and we receive your instruction to proceed, Adventure Indochina Travel will ask you for a minimum 25% deposit of the total amount, if the total price is above US$500. Upon receipt of your deposit, we will make firm bookings and confirm a service ticket to you. In some cases, the deposit percentage will be altered and stated in the service ticket for your approval. The changes to the percentage amount are flexible and based on departure date and cancellation policies of third party service providers.
– Full payment are required for all tour prices under US$500.
– Full payment are required for all flights, train tickets, visa approval letters, airport fast track service and hotel reservations in order to issue pre-paid vouchers for your services.
– Adventure Indochina Travel, reserves the right to increase the deposit to a full payment as needed, especially bookings of luxury cruises and hotels or others.
2.1.2 Final payment
Full payment of the balance must be settled by you no later than 30 days before departure for your tour. It is the clients responsibility to ensure that all payment deadlines are met. Adventure Indochina Travel might not send out any reminders. Full payment deadlines are set to protect your booking as airlines and cruise operators are within their rights to raise prices and in some instances cancel bookings. If the balance due date is not met, your travel arrangements may be canceled, and you may forfeit your deposit, therefore we strongly advise all payments to be fulfilled as soon as possible.
After Full payment the customer receives at all time a service ticket as a booking confirmation within 24hrs. Otherwise, the customer is obliged to consult the company. This service ticket is final, please read it carefully and contact us within 48hrs if anything is not right as discussed.
– We use the exchange rate that is fixed at the time of our bookings from USD x local currency VND.
– Please bear in mind that costs can change due to external influences, out of our control. We will pay these possible costs up to 25% of the booked tour price after the final payment. For an increase of the total costs with more than 25% of the total tour price the customer will be responsible for the remaining amount. However, this is an exceptional situation.
2.1.3 Last minute payment
When the customer books a last-minute tour, package or service what content a departure within 30 days then the entire payment must be paid at least 8 days before departure. The changes to the percentage amount are flexible and based on departure date and cancellation policies of third party service providers. Therefor we reserve to have the right to increase to a full payment.
– It is the customers responsibility to pay at least 10 days before departure regardless of weekends and holidays. Adventure Indochina Travel reserve the right to cancel the tour if payment within 10 days before departure is not paid..
– Deposits are non-refundable
2.2 How to pay
Bank transfer , PayPal, One Pay & Western Union. Adventure Indochina Travel accept payments by all of those methods as listed above.
Paying by any of the above will add additional costs, the customer will be held responsible during this process for all commission fees incurred during any of the listed processes.
Please note: Adventure Indochina Travel must receive the net amount
Credit card Payments Adventure Indochina Travel accept payment by credit cards online. For online secured payment, major cards including Visa, Master Card, American Express, and JCB Card are accepted.
Please note that payment by credit cards will incur 3% administrative fee, payable by the customer.
Options when paying by credit card:
The customer will receive a payment link via email to payment provider PayPal, One Pay.
Please note: This payment link will sent by Adventure Indochina Travel
Use the payment link in our website and follow further instructions.
c. At the office
Pay at the office through our POS system.(POS: Point Of Sale)
We do not under any circumstances accept payments made by a third party. Full payment instruction will be sent to you by us when you confirm to proceed.
2.3 Your contract
Bookings are only valid for the dates and routings services specified by us and as listed on your service ticket.
A contract will exist as soon as payment confirmation is issued by the contract principal, either Adventure Indochina Travel or by a supplier. Any flight contract is between you and the airline – Adventure Indochina is acting as an agent on behalf of these airlines. Adventure Indochina Travel, offers only non-changeable and non-refundable flight tickets, unless agreed different. Although, Adventure Indochina Travel has no intention of making alterations or cancelling any travel arrangements made for clients, we reserve the right to substitute alternative transport or accommodation to ensure the completion of any itinerary or in the interest of all our guests’ safety and wellbeing. In the unlikely event that there are changes made to your travel arrangements both before or during you journey, Adventure Indochina Travel will attempt to inform the client by email or whatsapp as soon as possible. Please note that we are not obliged to do this, nor are we obliged to provide compensation if travel arrangements are changed. If your booking is canceled, we will first try to arrange another alternative in the same service level. Having said that, if this is not possible we will do our utmost to ensure you receive a full and prompt refund.
Adventure Indochina Travel also reserves the right to decline any booking.
3. Changing or cancelling your booking
3.1 Changing your booking
Should the client wish to alter your booking arrangements, after payment confirmation has been issued, Adventure Indochina Travel shall endeavor to assist in making these changes to your booking. We will charge US$30 per person for changing or cancellation costs. If we are notified less than 30 days prior to the proposed departure date, we have right to refuse and do not refund deposit amount. Please note that it is not always possible to make certain requested amendments. The client will be liable for any additional charge/charges levied by the supplier to Adventure Indochina Travel.
3.2 Cancelling your booking
Requests to cancel a booking must be made in writing by directly from the client’s own email account. Please note that full cancellation conditions as specified on your booking will apply and we cannot guarantee a refund. Also, Adventure Indochina Travel reserve the right to apply additional administration fees to any refunds due.
3.3 Cancellation Charges:
The following policies shall apply to all kind of service cancellations if you cancel your tour at a later stage:
– Above 60 days deposit is fixed – non-refundable
– 30-60 days 75% refund of total costs, deposit is fixed non-refundable
– 15-29 days 50% refund of total costs, deposit is fixed non-refundable
– 14 days or less no refund
– No show/no written notice no refund
The above penalties apply when the entire booking is cancelled and apply to all services including tour, transportation and accommodation arrangements. Cancellation of luxury cruise tours might charge 100% of total costs.
– US30$ administration costs must be paid by default in case of change or cancellation
– Deposits are non-refundable
– Numerous hotels in Vietnam may insist on upfront deposits at the time of booking to secure rooms. These deposits are non-negotiable and are non-refundable if a booking is cancelled.
– Please note that in many cases domestic and international flights used within your itinerary often have to be issued well in advance of your departure. These are 100% non- refundable and will be in additional to the above losses.
– Some hotels and cruises do not operate under these conditions and have more restrictive cancellation conditions especially during high season. Adventure Indochina Travel will pass these charges on to the client where relevant.
– Special conditions: Depending on airlines and suppliers cancellation policies, the above conditions may be modified without any notification.
– If the cancellation is not for the entire booking (e.g. just one party member) those cancelling may be liable for any single occupancy costs applied to the other members of the original booking.
– Any refund does not include visas, visa processing fees and travel insurance which shall be 100% forfeit in all cases.
Clients must have suitable travel insurance cover in order to provide cover for these charges in the event of cancellation or delay. Adventure Indochina Travel, cannot be held responsible for any expenses arising from an unscheduled departure from any itinerary. Please note that, Adventure Indochina Travel shall not be held responsible for any force majeure.
No refund will be made for unused travel services or any portion thereof, nor is the price or value of unused travel services exchangeable for alternative arrangements. All air tickets are non-refundable, valid only for the flight and/or dates purchased and cannot be exchanged or transferred.
3.4 Refund procedure
If the refund has been approved, then it will take place through PayPal or by cash in our office. Final refunds can be settled directly in our office in Hanoi or with a maximum of 4 working days.
– Refund by PayPal may incur additional costs such as currency and transactions fees, the client is liable for any costs incurred
– Refund by credit cards is not possible
– Refund by bank transfer is only possible if the payment has also been made by bank transfer
– Refund via website adventureindochina.com is possible, if the booking is booked directly via the website and only the amount that was booked via our official website.
4. Trip notes
Please note, for each booked tour we inform the customer regarding any important items you may need to know. We do this to ensure that you are well prepared during the booked tour. We use an app which you can easily download as a tool so that you can follow your journey from start till finish.
Please note: Our service ticket is always final as a booking is confirmed. Our travel app is only a tool.
5. Customers with Special Needs
It is the client’s responsibility to disclose to Adventure Indochina Travel, prior to booking, any physical or mental conditions of a member of their party which may be relevant. Adventure Indochina Travel reserves the right to decline to provide the tour for a person where, in the opinion of the company, that tour would be inconsistent with the special needs of that person. No liability shall be attached to Adventure Indochina Travel for the provision of an unsuitable Tour, or for any person where that person special needs have not been disclosed at the time of booking.
6. Special Requests
Special Requests (e.g. ground floor accommodation etc.) must be communicated by client in writing to Adventure Indochina Travel at the time of making the booking. Adventure Indochina Travel shall endeavor to use all reasonable methods to fulfill such requests. However, please note that special requests cannot always be guaranteed and do not form part of the contract. Also no liability shall be attached to Adventure Indochina Travel for failure to comply with a special request.
In order to fulfill any special food request, the client must inform us by email in advance at your booking.
If you are vegetarian, vegan or have food allergies or do not eat seafood or others we cater to you. If you have very specific dietary needs, please discuss this at the time of booking, if we can’t cater, the client will be responsible to care about your own brought meals.
Please note: Special requests cannot be processed within 1 day of departure.
7. Additional travel essentials
7.1 Travel Insurance
We strongly advise all clients to have a fully comprehensive travel insurance including, cancellation , medical, baggage and supplier default insurance to protect their travel plans.
The client is responsible to check the health and medical requirements for the destinations you are visiting with your medical adviser and arrange any vaccinations and medical certificates prior to their departure.
7.3 Visa and Passport
Clients are responsible for obtaining and carrying correct visas, passports and other travel documents remains with the client. Passports should be valid for at least 6 months beyond the date of your intended departure from Vietnam and hold sufficient pages for any visas, entry and exit stamps.
Visa and health requirements may frequently change, and it is advisable to recheck all requirements, close to your departure. It is the clients responsibility to ensure that you satisfy all applicable requirements in respect of passport, visa and health matters. As Adventure Indochina Travel cannot be held liable if you fail to ensure this.
Adventure Indochina Travel, cannot be held responsible for the safety and well-being of clients or their belongings. Whilst, we shall provide all reasonable help and assistance it is imperative that you take out adequate travel insurance. If the customer destroys something or caused damage during a booked tour the clients are responsible for any costs the may be incurred. During some tours the customer may obligated to sign separate liability contracts stating that Adventure Indochina Travel cannot be held responsible for any harm. Refusal to sign, may access to the tour can be denied and any costs are not reimbursed.
9. Force Majeure
Please note, that at any time Adventure Indochina Travel may cancel, suspend, alter or withdraw a booking in the event or ‘Force Majeure’, in this case the client will be refunded money received by Adventure Indochina Travel , minus any deductions for expenses incurred. Adventure Indochina Travel, cannot accept responsibility or pay any compensation for any loss, delay, cancellation or alteration of travel arrangements caused by circumstances that amount to ‘Force Majeure’. This may include war or threat of war, outbreak or threat of disease, denial of border entry for any undocumented reasons, industrial disputes, fire, extreme and adverse weather conditions, natural disaster, riots/civil strife, terrorist activity, decisions relating to foreign nationals made by the elected or de facto leaders of such areas; and such other circumstances beyond Adventure Indochina Travel’s Vietnam’s reasonable control. In such circumstances we will do all possible to provide alternative necessary travel arrangements to ensure the safe passage for our clients. Any costs incurred are in addition to the original cost of the existing tour and it may be required for them to be paid in advance.
As recommended earlier, we strongly advise that clients have a fully comprehensive up to date insurance travel policy before commencing of any booked tour.
If the client should have any problem during a tour with Adventure Indochina Travel , they must immediately inform us by our customer hotline. Our hotline is 24/7 available. There is always a way to report any complaint, and this must be done within 4 hours of any problem that may occur, this will hopefully allow us sufficient time to resolve any such problem .
If you are not satisfied with the solution offered, a comprehensive complaint can be sent to [email protected]
We only handle refund claims once received by email. The complaint will be handled with care and will be reviewed within three working days. However, we try to response quickly.
Please note: That Adventure Indochina Travel Travel will only deal with complaints which were first reported via our hotline.
How we collect information about you?
Adventure Indochina Travel, collect information about you when you register with us or make an enquiry for our products and services. We also collect information when you voluntarily complete any customer surveys, provide feedback and participate in competitions or join our online social media events. When you provide data on behalf of other members of your party you must obtain their consent, and by providing this information it is taken that consent has been obtained.
How will we use the information about you?
We collect information about you in order to process your booking, and to ensure your travel arrangements run smoothly and meet your requirements. This will require us to pass the information on to relevant suppliers of your travel arrangements such as tour operators, airlines, hotels and transport companies. Your data will also be used in the event of resolving a complaint. If you agree the data collected will also be used to contact, you for marketing purposes about other products and services we think may be of interest.
What sensitive data may we hold?
Sensitive personal data includes data about an individual’s health and religion and other categories of personal data which are closely protected. We do not generally collect this information from you, but where we do we seek to minimize the collection and use of it. Health questions may be required to arrange airport assistance etc. or to ensure the suitability or food diet restrictions of a particular tour, the information provided will only be used for this purpose. Where your religion or health status could be inferred from meal preferences this information will only be used to fulfill your meal request.
Sensitive Data may also be required when completing Visa Applications to gain entry for Vietnam. This information will be required to fulfill the contract and obtain the necessary visa. When Sensitive Data is required you agree that you have voluntarily provided the information to us and that you consent, for us to use that information to provide you with these products and services and supply the information to our suppliers ( example airlines).
In each case, you specifically consent (on your behalf and on behalf of those you are booking for) that we can use and transfer the required data outside your local country to anywhere in the world you are travelling to fulfill the process that you have requested. We need a valid copy passport and visa copy upon your arrival traveling with Adventure Indochina Travel and, this as this is required for the Vietnamese Law as overnight stays registrations, VAT & tourism department administration.
Adventure Indochina Travel operate CCTV in our office area. Video & sound recording is for security reasons only and data is destroyed after 3 months. The recording data would only be used where security has been compromised and photographic evidence will be of use. This photographic evidence will only be reviewed by employees of Adventure Indochina Travel, and will only be shared on request with the security services under the Vietnamese LAW.
Adventure Indochina Travel may send you information about our products, and services which could be of interest to you. If you have consented to receive marketing, you may opt out at a later date. You have a right at any time to stop us from contacting you for marketing purpose. If you no longer wish to be contacted for marketing purposes please unsubscribe when you receive an email.
How long do we retain data for?
We solely own and operate adventureindochina.com where you can sign up to receive our marketing or promotions. We may also track cookies when you visit our website.
Access to your information and correction. You have the right to request a copy of the information that we hold about you. If you would like to receive a copy of some or all of the personal information, please email or write to us at the following address: [email protected]
Adventure Indochina Travel do not control websites which we do not operate, and are not responsible for their contents or use of them. Inclusion of these links to such websites does not imply any endorsement of the material on such websites.
Adventure Indochina Travel, maintain all copy rights to any images, photographs, videos, literature, and so forth displayed by us on our company’s official website.