Services include tours, trips, accommodations, tickets, visa services and other services.
For physical products, please visit the Refund and Returns Policy
Cancellation by The Vietnam Journey
Please note that there may be certain orders that we are unable to accept and must cancel and refund. We reserve the right, at our sole discretion, to refuse or cancel any order for rational reasons, without any claims or liability to pay finance charges or interest on the amount. Some situations that may result in your order being cancelled include but are not limited to inaccuracies or errors in Solutions or pricing information, technical or technological problems, or problems identified in relation to credit/debit fraud. We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If the Company cancels your order after your credit card/debit card/PayPal has been charged, the full amount will be refunded to that credit card/debit card/PayPal account. We, The Vietnam Journey always try our best to serve with a responsibility.
Cancellation by you
Any cancellations or amendment requests must be sent to us directly via email. Please provide your order number, full name, and phone number in the email. Final confirmation will be sent via email after the request is made/cancelled/modified.
For non-physical products (tours, cruise trips, etc.) except tickets and visa services, Cancellations made 15 days or more before the event date will receive a 100% refund. Cancellations made 8 to 15 days in advance will incur a fee of 50%. Cancellations made within 7 days to the event will incur a 100% fee. Please note that some services like tours might include tickets, and that part of the service would be applied the ticket policy. In any case of cancellation, if the provider allows it, you could transfer your order to others (e.g., your friends). We will support the transfer, any fee (if any) that occurred would be in your charge. In any case of amendment, any fee that occurred (if any) would be also in your charge.
Ticket Policy
Any cancellations or amendments related to tickets such as flight tickets, bus tickets or train tickets, etc. would be applied additional policies. Due to the specific policy of suppliers, all types of tickets would apply the providers’ policy under the general 15-day refund policy above. For example, if you booked an AirAsia flight ticket with us, the cancellation and refund policy would be AirAsia’s policy under our 15-day policy. If there are any policy conflicts, the final decision is made by us through our discussion with the supplier. We reserve the right, at our sole discretion to make the final decision.
Any services that occur before your arrival, for example, visa services or flight tickets would be charged immediately at the moment of purchase and might not be sufficient for a refund.
Extenuating Circumstances Policy
This Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control arise after booking and make it impracticable or illegal to complete your reservation. This Policy applies to reservations for tours, trips, and accommodation only; not for tickets.
When this Policy allows for cancellation, it controls and takes precedence over the reservation’s cancellation policy. Guests impacted by an event covered by this Policy can cancel their reservation and receive, depending on the circumstances, a cash refund, travel credit, and/or other consideration.
What events are covered
This Policy uses the term “Event” to refer to the following situations that occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the reservation.
Declared emergencies and epidemics. The Vietnamese Government declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area. For orders made on or after May 6, 2022, coronavirus (COVID-19) reasons are not applicable to the Extenuating Circumstances Policy.
Military actions and other hostilities. Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.
Natural disasters. Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be foreseeable in that location—for example, hurricanes occurring during hurricane season in Vietnam.
What is not covered
Government travel restrictions. Travel restrictions imposed by a governmental agency that prevent or prohibit travelling to, staying at, or returning from the Listing location. Please read our Visa Guide or contact us before making any booking.
Lost or expired or mistaken travel documents or other personal circumstances relating to a guest’s authorization to travel.
Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; government obligations like jury duty, court appearances or military duties; travel advisories or other government guidance (that fall short of a travel ban or prohibition); cancellation or rescheduling of an event for which the reservation was made; and transportation disruptions unrelated to a covered Event like road closures, as well as flight, train, bus and ferry cancellations. If you cancel an order in these cases, the amount refunded will be determined by the cancellation policy that applies to the order.
In all cases, you should be prepared to provide documentation that shows how the Event has impacted you or your order.
If you have questions, please contact us