1.Formation of Agreement
Traveler / Buyer: hereinafter referred to as “You”
Vietnam OpenTour: hereinafter referred to as “We”
Your purchase of any tour or other tourist services (“The Services”) displayed on this website and our confirmation that the Services are available shall constitute a legal Agreement between you and Vietnam OpenTour.
2. Booking Rules and Conditions
2.1.This website and the Services are only available to people and parties that lawfully enter into and form contracts under the Vietnam laws. You must be aged 18 years or more to book the Services on this website and there must be at least one adult (18 years old or more) travelling on any one booking. Any booking made in contravention of this rule will be automatically cancelled.
2.2.Prices: The prices of the Services displayed in this website are in US Dollar unless otherwise specified. The prices exclude unmentioned in inclusive services. The prices may change without prior notice.
2.3. Children: Unless otherwise indicated, costs for children from 2 to under 5 of age is 50% of adult fare, children from 5 to under 8 years old is 75% of adult rate, children from 8 years old is 100% of adult rate. For hotel accommodation or sleepers on the train, children have to share the room with their parents without an extra bed.
Normally, children enjoy discounts in accommodation and transportation services and in meal sets. In order to be advised on children discounts, you are required to provide us with details about children accompaniment, including the number and ages of accompanying children.
2.4.Insurance: Travel insurance is mandatory for you to go on a tour conducted by Vietnam OpenTour. You are responsible for buying travel insurance on your own and responsible for ensuring that you are in possession of private travel insurance with protection for the full duration of the tour in respect of at least medical expenses, injury, death, repatriation, cancellation, curtailment and loss of luggage and personal effects, with adequate cover. We will arrange the purchase of travel insurance at your expense upon your request.
2.5 Liability: No refunds nor exchanges can be made in respect of accommodation, meals, sightseeing tours, transport or any other services which are included in the tour prices but not utilized by the tour member. Vietnam OpenTour is not responsible for any loss, injury or damage sustained by passengers. Additional expenses incurred due to delays or postponement, accidents, inclement weather, political restrictions or any other causes must be covered by the passengers. Passengers are required to have full travel insurance covered. This include trip cancellation, medical emergency evacuation, and other coverage. Airline schedule, train timetable and local conditions may affect accommodation and itineraries. Should this occur, Vietnam OpenTour will endeavor to substitute a suitable arrangement of similar value.
2.5.1 Payment by credit card
All transactions are processed securely using SSL (Secure Sockets Layer) at MasterCard system. Vietnam OpenTour do not store any information related to your card in Vietnam OpenTour system. Your card information is totally secured at the MasterCard System and the Bank for Foreign Trade of Vietnam (Vietcombank).
Currently, Vietnam OpenTour system accepts VISA, MasterCard, JCB, American Express and local cards such as Connect24.
You must present the credit card that was used to purchase the Services and your passport for check-in procedure. If you fail to produce the purchasing credit card and passport for verification, Vietnam OpenTour reserves the right to deny the ticket holder(s) from boarding.
The credit card holder must be in the travelling party.
2.5.2 Full Payment: A full payment shall be due immediately upon your confirmation of purchase of the reserved Services.
Failure to comply with these payment requirements will result in an automatic cancellation of the reservation.
2.5.3 Confirmation of booking: Your booking will not be treated as confirmed until your full payment of the booking has been made successfully and you receive our confirmation email.
2.6 .Reservation Changes: Reservation change shall be made at least 7 days prior to departure or use of the Services. Each change of the paid Services is subject to an administration fee of 10% of the total amount paid for the Services and the availability of the Services. No change is permitted to your booking within 6 days of departure or use of the Services.
If you are unable to use the purchased Services, in certain circumstances which we consider reasonable, the booking may be transferred to another suitable person; however the tour arrangement must remain the same and will only be allowed if all suppliers (e.g. hotels, land transport companies, airlines, etc.) agree to accept the name change.
As a result of any reservation change, in addition to a 10% administration fee, you will be charged any price increase, additional cost incurred and cancellation fee imposed by suppliers (e.g. hotels, railway companies, airlines, etc.)
2.7.Cancellation and Refund
2.7.1.Should you wish to cancel the booking, cancellation charges will be imposed. These are calculated from the day written notification is received by Vietnam OpenTour as a percentage of the total tour price, including surcharges, as shown below:
If cancellation after payment: 10% total will be charged.
If cancellation made less than 14 days prior departure date: 25% total will be charged.
If cancellation made less than 7 days prior departure date: 30% total will be charged.
If cancellation made less than 5 days prior departure date: 50% total will be charged.
If cancellation made less than 3 day prior departure date: 100% total will be charged.
2.7.2. No refund or adjustment will be made for segments of the Services not taken or unused.
2.7.3. The refund will be credited back to your credit card within 45 days from the confirmed date of cancellation.
2.8. Customs and Immigration: Customs and immigration officials can, at their own discretion, deny your entry into their country. Vietnam OpenTour will not be held responsible for a denial of entry under any circumstances, and refund will not be provided.
It is your responsibility to obtain, at your own expense, all documentation required by all relevant government authorities. It is suggested that you be in possession of a valid passport and correct visas and vaccination certificates required by the country to be visited. You shall ensure your passport is valid for more than 6 months beyond the duration of the trip. We can consult and assist you about required documentation (such as entry visa into Vietnam…); information about these matters or related items (climate, clothing, baggage, personal gear etc) is given in good faith. Nonetheless we do not hold any responsibility in consulting and assisting, except for a written agreement between you and Vietnam OpenTour in advance. In case you do not possess the documentation required by the destination or by Vietnam OpenTour, we reserve the right to refuse operating the Services and the refund will be based on the cancelled Services.
Your Services voucher and related documentation (if any) will be sent to you by email after your successful payment within a reasonable time. Please read the information carefully and immediately contact us if you find something unclear or incorrect.
2.10 Flight Arrival & Departure
2.10.1 It is your responsibility to provide us with the accurate information of your arrival & departure flights for good service performance. The tour shall start on time. Should you arrive late, we shall not provide you any refund for any part of the tour that you would miss.
2.10.2 All flight times, flight itineraries and carriers are subject to change, with or without prior notice. Vietnam OpenTour is not held responsible for any impact on the tour program that is caused by flight schedule changes.
2.11 Health Requirements
You should take into account all international travel risks and familiarize yourselves with health requirements applicable to the areas you intend to visit. You are solely responsible for checking the safety and security conditions, vaccination, and other health requirements of governments in countries and areas to be visited or transited.
You will be met as agreed at our office, upon your arrival at the airport or at the given destination by Vietnam OpenTour representative. If you have any queries or problems, please contact our representative or our offices.
Your complaints shall be addressed as soon as possible directly to Vietnam OpenTour office from which you have bought the Services. It is recommended that the complaints be made on the spot and not wait until after your return home.
Any complaints against the Services of Vietnam OpenTour shall be made by yourself in writing, emailing ([email protected]) or faxing and received by Vietnam OpenTour no later than 15 days after the event causing the complaint. Vietnam OpenTour will not be liable to complaints made more than 15 days after the event in question.
2.13 Force Majeure
If the Services are canceled or changed by either side due to force majeure (fire, weather, accidents, natural disasters, war…), both sides are under no compensatory obligation for losses occurred nor under legal responsibility. However, each side shall have the responsibility to make the best effort to help the unfortunate side to alleviate the loss due to the uncontrollable reasons.
3. Other Responsibilities
3.1 Responsibilities of Traveler
3.1.1 Bring along the ticket, credit card used for online payment of the ticket and necessary passport / ID card to authenticate it at Vietnam OpenTour offices at least 30 minutes before departure.
3.1.2 Carry all necessary identifications during the tour such as passport / ID card, birth certificate (Children), marriage certificate (For hotel)
3.1.3 In case where traveler bring along children under 15 years of age (non-blood related children) in the tour programs, traveler must bring power of attorney paper from the legal parents of the children which has been notarized by the local authorities.
3.1.4 During the tour, travelers must follow the programs and must not voluntarily separate from the crew. If travelers have any request for changes, they shall notify the tour guide or Vietnam OpenTour representative.
3.1.5 Keep and look after their baggage and valuables e.g. money, jewellery, camera, laptop, etc. In any case, Vietnam OpenTour will not be held accountable for any damage or loss of travelers’ belongings. Baggage limit for one traveler are 1 bag less than 20kg to be put in the bus storage compartment and 1 handbag less than 7kg.
3.2 Responsibilities of Vietnam OpenTour
3.2.1 Guarantee all services are organized according to the agreed programs.
3.2.2 Provide exact and adequate information and requirements.
3.2.3 For the convenience and safety of travelers, we reserve the right to substitute hotels, flights, or bus, to alter itineraries, or to cancel the Services. Unless you fails to pay the final balance, or in case of force major or events beyond our control, we, upon cancellation, will be liable for a full refund of the money received by us, or offer the alternative Services of comparable standard.
3.2.4 We make arrangements with airlines, railways companies, coach companies, hotels and other independent parties to provide you with the Services you purchase. Although we take reasonable care in selecting these suppliers, we do not have any control over them and therefore cannot be responsible for their acts or omissions. Whilst we cannot accept any responsibility for any loss as a result of such actions or as a result of any act or omission of any such third-party, we will give reasonable assistance in helping to resolve any reasonable dispute.
This Agreement is governed by the laws of Vietnam and you agree to submit to the exclusive jurisdiction of the courts of Vietnam.
The traveler/buyer acknowledge receiving, reading and agreeing to the terms and conditions set forth above.