Terms & Conditions

1. Payment by Credit Card

We accept major debit and credit cards, including Visa, MasterCard, and American Express (Amex). To proceed with a payment, please request an SSL-secured online payment link from our travel consultants.

Note:
A 3% processing fee applies to Visa and MasterCard payments. For American Express, a 4.5% fee is applicable. These charges are imposed by international banks due to cross-border transactions and are not included in our quoted prices. We do not conceal these fees within our pricing structure.

Payment Terms

  • Credit Card Fees:
    A 3% processing fee applies to all credit card payments. This fee is waived for deposits. Final balances exceeding $200 paid by credit card will incur the processing fee.

  • Deposit Requirements:
    A deposit of 10–20% of the total tour cost is required to confirm a booking (exact amount varies by tour). Confirmation documents will be sent within 24 hours of deposit receipt. Deposits are exempt from processing fees.

  • Final Payment:
    Full payment must be received at least 2 days prior to arrival in Vietnam. Payment upon arrival is only allowed by prior written agreement.

  • Cancellation & Refund Policy:
    Cancellation fees depend on local supplier policies. Full details are listed under the Rate & Availability section of each cruise.
    In cases of force majeure (e.g., natural disasters or health restrictions), partial or full refunds may be issued depending on the specific circumstances.

2. Cancellation by Customers

You may cancel your booking at any time by notifying us in writing. The cancellation becomes effective upon our written confirmation of receipt. Please note:

  • Deposits are non-refundable once paid.

  • Cancellation penalties will be applied as outlined in the specific tour terms.

  • We strongly recommend obtaining comprehensive travel insurance to cover potential cancellation costs.

Cancellation Policy:

  • Cancellation received before 40 days: FREE of charge
  • Cancellation received from 20 days to 39 days prior arrival date: 10% of total rate
  • Cancellation received from 10 days to 19 days prior arrival date: 30% of total rate
  • Cancellation received from 5 days to 9 days prior arrival date: 50% of total rate
  • Cancellation received less than 4 days prior arrival date or
  • No show: 100% of total rate

3. Children Policy

Children’s rates apply when sharing a room with two adults:

  • Infants (under 4 years old): Free of charge (excluding domestic flight tickets)

  • Children 4–9 years old:

    • Without bed: 50% of adult rate

    • With extra bed: 75% of adult rate

    • Sharing a twin room: 90% of adult rate

4. Passport Requirements

All travelers must hold a valid passport. Most countries require:

  • At least 6 months validity beyond the date of entry

  • At least 2 blank pages

For specific requirements, consult your country’s embassy or consulate.

5. Visa Requirements

Visa requirements vary by destination. Visas may be:

  • Obtained in your country of residence prior to departure

  • Issued on arrival at immigration or a visa desk (for certain countries)

Please consult our travel consultants or your local embassy/consulate for up-to-date information.

6. Travel Insurance

We strongly recommend purchasing travel insurance prior to your trip.
Neither Ha Long Bay Lux Cruise nor our partners are responsible for any loss, damage, or theft of personal belongings.

7. Health & Safety

Your health and safety are our top priorities. We regularly inspect hotels, restaurants, and other service providers to ensure compliance with our safety standards.

However, we are not liable for:

  • Illness, injury, or death unless caused by proven negligence

  • Uninsured loss or damage to personal property

8. Accommodation

  • Most hotels offer limited triple rooms, typically with an extra (rollaway) bed, which may reduce room space.

  • Single room supplements are listed in our confidential tariff.

  • Room preferences (e.g., non-smoking, interconnecting, king-size beds) cannot be guaranteed and are subject to hotel availability.

9. Complaints & Customer Service

We have a dedicated Customer Care Team to assist with on-ground service issues.

If any concerns arise, please report them immediately to:

  • Your travel consultant

  • The Managing Director

We aim to resolve issues promptly.
For post-trip concerns, please submit complaints in writing within 14 days of the tour’s end. Delayed feedback may affect our ability to investigate.

10. Liability

We act solely as an intermediary between guests and service providers (e.g., airlines, hotels, local operators).
As such, we reserve the right to adjust itineraries without notice. Tour schedules may be subject to changes due to airline schedules or unforeseen circumstances.

Participation in any of our services implies acceptance of these terms.

11. Force Majeure

Neither party shall be liable for failure or delay in fulfilling obligations due to events beyond reasonable control, including but not limited to:

  • Natural disasters

  • Acts of war or terrorism

  • Civil disturbances

  • Government restrictions

  • Labor strikes

  • Bankruptcy of vendors