Terms & Conditions

Welcome to Up Travel Vietnam. Please read the following Terms & Conditions carefully before making a reservation. These terms constitute a legal agreement between the customer and Up Travel Vietnam.

1. Terms & Conditions of Service

Customer Rights & Obligations

• Information Accuracy: Customers must provide complete and accurate personal and booking information at the time of reservation.
• Review Responsibility: Customers are responsible for reviewing all booking details carefully before confirmation.
• Compliance: Customers must comply with the itinerary, instructions of tour guides, service providers, and applicable laws and regulations of Vietnam.
• Liability for Costs: Any additional costs arising from personal requests, non-compliance, or negligence shall be borne by the customer.

Limitation of Liability

• Intermediary Role: Up Travel Vietnam acts as a travel organizer and intermediary between customers and third-party service providers (hotels, airlines, transport operators, cruise companies, etc.).
• Exclusions: We are not responsible for loss, injury, damage, delay, or expense caused by events beyond our reasonable control, including but not limited to force majeure, weather conditions, flight delays, strikes, governmental actions, or supplier failures.
• Liability Cap: Our liability, if any, is limited to the total amount paid by the customer for the relevant service.

Governing Law & Dispute Resolution

• These Terms & Conditions are governed by the laws of the Socialist Republic of Vietnam.
• Any dispute arising from or related to the use of our services shall first be resolved through negotiation.
• If no agreement can be reached, the dispute shall be submitted to the competent courts of Vietnam.

2. Booking Policy & Confirmation

Booking Procedure

• Bookings can be made via our website, email, messaging platforms, or through our authorized representatives.
• A booking is considered provisional until a deposit or full payment (as required) is received and confirmed in writing by Up Travel Vietnam.

Booking Confirmation

• A booking is officially confirmed only after a written confirmation is sent by Up Travel Vietnam via email or other agreed communication channels.
• Confirmation is subject to the availability of services at the time of booking.

Responsibilities After Confirmation

• Up Travel Vietnam: Upon confirmation, we commit to delivering the agreed services as per the confirmed itinerary.
• Customer: Customers are responsible for complying with payment schedules, travel requirements (passport validity, visas, health requirements), and tour conditions.

3. Cancellation & Refund Policy

Cancellation Conditions

• All requests to cancel a booking must be made in writing by the client or sent directly from the client’s registered email address.
• The date and time of cancellation shall be determined by the email timestamp received by Up Travel Vietnam.

Refund Eligibility & Timeline

The following cancellation charges apply to all tour and service bookings after final confirmation:

• More than 60 days before departure: 100% refund of the total tour price (excluding the non-refundable deposit).
• 60 – 30 days before departure: 75% refund of the total tour price (excluding the non-refundable deposit).
• 29 – 15 days before departure: 50% refund of the total tour price (excluding the non-refundable deposit).
• 14 days or less before departure: No refund.
• No-show or cancellation without written notice: No refund.

Special Notes on Cancellations & Non-Refundable Items

• Supplier Policies: Many hotels, cruises, and service providers in Vietnam require advance deposits or full payment. These payments are often non-refundable in case of cancellation.
• Luxury Services: Luxury cruises, hotels, or resorts often impose strict 100% cancellation charges.
• Airline & Supplier Variance: Cancellation terms may vary depending on airlines and suppliers and may be adjusted without prior notice.
• Group Changes: Partial cancellation (e.g., one traveler in a group) may result in additional single-supplement or occupancy charges for the remaining travelers.
• Non-Refundable Costs: Refunds do not include visa fees, visa processing fees, booking fees, administrative fees, credit card charges, exchange rate differences, travel insurance, or personal expenses.
• Unused Services: No refund will be made for unused services or any portion of the itinerary not utilized.
• Flight Tickets: All air tickets are non-refundable, non-transferable, and valid only for the specified flight and dates.

Force Majeure

In cases of force majeure (including but not limited to natural disasters, epidemics, government restrictions, or unforeseen events beyond control), refund and rescheduling policies will be subject to supplier conditions and practical circumstances at the time.

Refund Procedure

• Refund requests will be processed within 3 to 10 working days from the date a valid request or complaint is received.
• Approved refunds can be settled:
• Via the original payment gateway (e.g., OnePay); or
• In cash at our office in Hanoi (where applicable).
• Refunds will be issued only after confirmation from all relevant service providers.

4. Booking Amendment Policy

• Requests to change travel dates, itineraries, or services must be made in writing.
• Amendments are subject to availability and supplier approval.
• Additional costs may apply depending on the nature and timing of the requested changes.
• In cases where a booking is cancelled and amended to a future date, Up Travel Vietnam will assist in minimizing losses where possible; however, this cannot be guaranteed.
• Amendment fees may range from 10% to 25% of the total booking value, depending on supplier conditions.

5. Child Policy

• Children 10 years old and above: Charged at 100% of the adult fare.
• Children under 10 years old sharing with 01 adult: Charged at 90% of the adult fare.
• Children under 10 years old sharing with 02 adults:
• With extra bed: Charged at 75% of the adult fare.
• Without extra bed: Charged at 50% of the adult fare.
• Children under 2 years old sharing with 02 adults (no extra bed): Free of charge (FOC).