Terms & Conditions

Our Terms & Conditions

The Terms and Conditions below form the basis of the contractual relationship between Vietnam Golden Holiday Travel JSC - under the branding Golden Holiday Travel (Business Certificate Number: 0105918125 & Its International Tour Operator License number 01-884/2016/TCDL-GPLHQT) and its clients.

Please read them carefully. By asking us to confirm your booking, you acknowledge that you have read and understood the terms outlined in this document as well as the specific day to day demands of your chosen tour program, its qoutation and other relevant communication from our travel advisors. References to “us”, “we”, “our” in these booking terms and conditions shall mean Golden Holiday Travel; “you” and “your”, “client”, “customer” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as the context requires; and “tour”, “holiday”, “package”, “booking”, “contract”, or “arrangements” mean such holiday arrangements unless otherwise stated.

These terms and conditions apply to bookings you make with our travel consultants (over phone or by email) as well as online bookings you make on our website.Any misunderstanding or you would like to know more information, please, feel free to ask us with questions to our travel consultants or email us to goldenholidaytravel.vn@gmail.com

1. Price and Service

Our prices are quoted in American dollars, net and non-commissionable unless otherwise specified. Hotel rates are quoted per room per night. Tour and other services are quoted on per person basis. Single supplements will apply to individual travelers wishing to stay in a single room in a trip.

Published prices on our websites are based on costs at the time of publication. We reserve the right to change published prices at any time before your booking is made.

2. Children Policy

• Free of charge for one child who is under the age of 4 years old when accompanied by at least two full paying adults and share the same room with adults. There will be charged 50% if any usage of airfare on tour.
• A tour price of 75% of a full paying adult will be charged for one child from 4 to 10 years old when accompanied by at least two full paying adults and stays in the same room. An extra bed is provided without any payment. There will be charged 75% if any usage of airfare on tour.
• Children at the age of 11 or older will be charged as an adult.

Please be prepared to show appropriate identification clearly stating the date of birth when confirming the services.

3. Reservation and Confirmation

All reservations to be made in writing via our official website or email addresses or over phone
All reservation requests will be handled/replied within 24 hours. We will inform you in case we are unable to process your requests by the specified time frame.

4. Deposit and Payment

A deposit equal to 30% of the total tour cost is required upon your service booking confirmation, this deposit is non-refundable. This amount will be paid by credit card (Our Travel Consultant will send you the link to pay online) or by Western Union or by Papal. Please, review in detail about options for online payments with us

Pre-payment procedures during high/peak seasons may also vary, depending on the accommodation policy to guarantee the booking. We will inform you accordingly about this for each individual case.

When getting your deposit payment, we will issue you the Confirmation Service Receipt to confirm your service booking with us.

The remaining balance of the tour value (70%) will be paid at least 14 days prior to your arrival date.

In case of urgent booking, full payment will be required.

Notes :

• Depending on the cost of flights including in each booking or the value of each package, our travel consultants will request the deposit more or less than 30% of the tour value.
• Depending on the group size (number of participants) in each booking or the value of each package, our travel consultants will request the full payment more than 30 days prior to arrival date.
• Final payment must be confirmed and validated by us. We are not responsible for errors or omissions that may occur as a result of the transfer of incorrect information from you or third party travel service suppliers.
• In case you write any wrong information (not the same as we officially provided) and it takes time to amend, we will request you to pay by other method such as credit card or cash to secure your booking. Otherwise, your service will be released.

5. Amendment

In case you wish to make amendments to your booking, no charge will be applied if the amendments are not close to the deadline of cancellation (please see cancellation policy). When an amendment is made, the tour cost may change and the new price will be applied.

6. Cancellation & Refunds

5.1. Cancellation by the traveller

We would deeply regret your decision to cancel your trip to Vietnam; however we realize that there are many valid reasons that this can happen.Your notice of cancellation will only take effect when it is received in writing by us and will be effective from the date on which we receive it.It is important to be aware that once your deposits are paid, should you wish to cancel at any time thereafter, the deposits are non-refundable. In addition the cancellation penalties detailed below will be applied.It is strongly recommended that you have suitable cancellation insurance coverage from the time of booking. The following rules apply for cancellations:

* If a group is from 1 to 8 people:

• More than Twenty One (21) days prior to departure: The total deposit paid to us (30% of the Tour value) will be spent for the administrative fee in accordance with canceling advanced arrangements, and the rest amount of money (if any) will be valid for one (1) year from the date the deposit was received. During this time (365 days),the amount can be applied to other tours and services. After one (1) year the deposit amount is forfeited.
• 7-21 days prior to departure: 50% on total value of the trip charged.
• Within 1-6 days prior to departure: 100% on total charged.
• No-Show: 100% on total charge.

* If a group is more than 8 people:

• More than Sixty (60) days prior to departure: The total deposit paid to us (30% of the Tour value) will be spent for the administrative fee in accordance with canceling advanced arrangements, and the rest amount of money (if any) will be valid for one (1) year from the date the deposit was received. During this time (365 days) , the amount can be applied to other tours and services. After one (1) year the deposit amount is forfeited.
• 30- 60 days prior to departure: Loss of deposit plus any administration fees.
• 15-29 days prior to departure: 50% of total booking cost or deposit - whichever is the greater amount.
• Within 1-14 days prior to departure: 100% of total booking cost.
• No-Show : 100% on total charge.

Notes:

• We will endeavour to recover as much as possible from suppliers to pass on to the customer. Regrettably cancellation charges and fees cannot be waived.
• Certain arrangements (such as flight, rail tickets) may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
• Should one or more members of a party cancel, it may increase the per person booking price of those still travelling and you will be liable to pay this increase.
• Other cases will be notified specifically by our travel consultant based on actual booking terms & price conditions that charged by our suppliers in case of amendment or cancellation.
• Tailor-made tours may be subject to alternative cancellation terms, please discuss with our travel consultants for further information.

5.2. Cancellation or Modification by us

We aim to operate all tours as advertised but by as we plan the tours many months in advance, we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. We will notify you as soon as possible of any material changes. In the event of any material modification or cancellation we will, if possible, arrange on your behalf three alternatives:

• Services of an equivalent or similar standard, if available.
• Services of a lower standard together with a refund of the difference in price.
• Cancellation with a full refund of all money paid.

Also, we may cancel a trip at any time prior to departure due to terrorism, natural disasters, political instability or other external events.It is not viable for us to operate your planned itinerary. If we cancel your trip, you can transfer amounts paid to an alternate departure date or alternatively receive the refund (In circumstances where the cancellation is due to external events outside our reasonable control, refunds will be less by any unrecoverable costs). We are not responsible for any incidental expenses that you may have incurred as a result of your booking including but not limited to visas, vaccinations, travel insurance excess or non-refundable flights.

7. Travel Documentation

You must carry a valid passport and have obtained all of the appropriate visas, permits and certificates for the countries in which you will visit during your trip. For most countries, passports need to be valid for at least six months from the date of entry at a border post/airport/seaport and with at least 2 blank pages.It is your responsibility to ensure that you are in possession of the correct visas, permits and certificates for your trip.We are not responsible if you are refused to enter a country because you lack the correct passport, visa or other travel documentations.

8. Travel Insuarance

We strongly recommend that all travelers obtain travel and health insurance before taking any of our tours.Insurance is not included in our tour cost.

Your travel insurance must provide cover against personal accident, death, medical expenses and emergency repatriation with a recommended minimum coverage of US $200,000 for each of the categories of cover. We also strongly recommend it covers cancellation, curtailment, personal liability and loss of luggage and personal effects

9. Luggage Allowance

In accordance with regulations of the General Administration of Civil Aviation of Vietnam, the free baggage allowance within Vietnam is 20kg for the economy class, 30kg for the business class, and 40kg for the first class, plus limited carry-on luggage. Excess baggage charges are the sole responsibility of the client. Regulations within Vietnam specify that all suitcases must have a locking device attached. Failure to follow this regulation may result in refusal by airport staff to load suitcases onto the aircraft.

Noted: the above language allowance not applied with budget Airlines.

10. Accommodation

There are limited hotels/resorts, with standard triple rooms in their inventory. These are commonly double/twin rooms with an extra (rollaway) bed, limiting space within the room. Please inform all concerned accordingly to correctly manage expectations. Extra bed rates / triple sharing room rates are available in the confidential tariff.
Single room supplements are indicated in the confidential tariff. It is common that the provided rooms are twin/double rooms for single use only.

11. Hotel Ratings

Although hotels/guest houses/accommodation in the region may provide you with information about their qualification, the properties used and offered by Golden Holiday Travel in this part of the world may not all have official star qualification issued by an official government-accredited hotel association in the country of operation. We provide you with its own internal star qualification which is based on its own experience and certain criteria to ensure you have an interpretation of the qualification. We cannot be held liable in any way for this star qualification.

12. Tours

We will arrange sightseeing excursions and transportation as contracted in a professional manner. English speaking guides are provided to escort clients on all tour programs as per the proposed itinerary.Other languages available but should be requested while booking your tours. Tours include entrance fees, meals (where mentioned) excluding any drinks, and other expenses, specifically mentioned in the tour program inclusions. All services provided by Golden Holiday Travel, our employees or agents are of the highest possible standard. All tour guides are licensed and will be responsible for demonstrating any safety equipment and highlighting any safety risk before commencing any activities on tour.

13. Transfers & Transportation

Transfer service includes the meet and greet of travelers with a name sign and transportation according to the booked itinerary.

Where possible, we use coaches and cars, contracted on a long-term basis. Transportation (road or water transport) is operated by fully-licensed drivers / operators, in accordance with local safety standards. Vehicles are maintained in accordance with manufacturers’ specifications, kept clean and in good working order, registered and insured adequately. Water transport will be of a similar quality and lifejackets will be provided for all clients.

We aim to keep clients aware that standards of transportation in each destination are different, yet we are committed to the best available means of transportation in that specific area of operation.

We cannot be held responsible for any missed connecting transport that you have booked independently of Golden Holiday Travel.

14. Shopping & Other Services

Shopping can be fun and entertaining, especially in local boutiques and markets, where many copies of international brand names can be purchased for next to nothing. However, Golden Holiday Travel, our staffs and employees are neither qualified nor permitted to ensure or guarantee the quality or value of any goods purchased or the suitability of any retail outlets visited and the security of using a credit card to purchase such goods. In all cases, the purchasing of goods and the use of a credit card for those transactions is entirely at your own risk and at all times you must use your own discretion. Leisure activities and services undertaken during free time is at the customer’s own discretion.

15. Complaints & Customer Service

A dedicated Customer Care team is assigned to handle any customer service issues whilst on the ground. We consider complaints as valuable feedback to improve service delivery levels. We request that service delivery failures or customer concerns, be reported during the guest’s stay to one of our representatives (travel consultants, Managing Director). It is the aim of the company to solve any irregularity immediately.

In the event of a complaint or claim for compensation, you must inform us by email in writing within 15 days from the end of your tour. Relevant receipts and substantiating evidence must be attached to the letter of claim. Golden Holiday Travel will not be liable for any claims made later than 15 days after the completion of your tour.

16. Liability & Responsibility

• Golden Holiday Travel shall not be liable for any loss, injury, or damage to person or property, alteration of itineraries or cancellation in part or in full, caused by climatic conditions, breakdown of machinery or equipment, acts of government or other authorities, wars whether or not declared, civil disturbances, strikes, riots, thefts, epidemics, quarantines, medical or customs regulations, terrorist activities, or any other actions, omissions or conditions beyond Golden Holiday Travel’s control.
• Golden Holiday Travel is not responsible for a client's failure to comply with customs regulations.
• In addition, we will not be responsible for any injury, loss, death, delay or damage to personal property that is not related to our services such as airlines delay. Our maximum liability, for any reason, will be limited to the amount paid to us for the requested services.
• We will not be held responsible for loss, death, physical harm caused to or any expenses incurred by passengers if they deviate from our original tour itinerary or group.
• Golden Holiday Travel reserves the right to substitute hotels, flights, or cruise ships, to alter itineraries, or to cancel the tour prior to departure. If Golden Holiday Travel has cancelled any tour prior to the commencement of the tour, Golden Holiday Travel is liable for a full refund of the money received from the client.
• Many of Golden Goliday Travel tour packages include activities which require care and attention. Such activities include boarding and going ashore from boats, climbing hills and entering and exiting tombs and caves etc. You will receive help and advice from our representatives but all activities are undertaken at your own risk.Golden Holiday Travel, its employees and agents cannot be responsible for any action or event that occurs after its said employees and agents have exercised their duty and taken the necessary care.
• Golden Holiday Travel reserves the right to modify or rescind the terms and conditions in whole, or in part at any time with or without notice.

Any questions related to this issue, please Contact Us for further explanation.