Term & Conditions

Terms and Conditions of Service

The following Terms and Conditions govern the relationship between you and NETTOUR. Please read these terms and conditions carefully, and ensure that you understand and accept our Terms and Conditions before you travel with us.

1. RESERVATIONS

• All booking requests must be made in writing via our official website or via our email address.
• All booking requests will be processed/received within 24 hours. We will notify you in case we are unable to process your request due to specific reasons.

A RESERVATION will be made once you have agreed to the tailor-made itinerary, quotation and details of the services included. NETTOUR's operations team will initiate the booking based on the final tour itinerary that you have agreed with us.

Once the booking has been made, a BOOKING CONFIRMATION and INVOICE will be sent to your registered email by your travel consultant. A deposit of 30% (thirty percent) of the total tour amount will be required to be paid to NETTOUR within 15 days of invoice issuance.

In the event of unavailability of hotels, flights, etc., we will provide recommended alternatives of equivalent value. During peak travel seasons, we reserve the right to pre-book alternatives before informing the customer to reserve the tour.

2. Payment
Payments can be made via PayPal, Wechat Pay, Ali Pay, bank transfer, Western Union and cash. In addition to cash payments, a service fee (from your bank) or processing fee may apply.

Detailed payment instructions will be sent to you via email by your travel consultant. Payments will be required as follows:

• Deposit: 30% of the total tour amount will be required within 5 working days of invoice issuance.

• Remaining amount: 70% of the total tour amount will be required 30 days prior to the tour arrival date. (In case you wish to pay some amount by cash or credit card upon arrival, please discuss this directly with your travel consultant to ensure this).
Detailed payment instructions will be sent to you via email by your travel consultant. If full payment is not made by bank transfer prior to your arrival, unless previously agreed via email, we reserve the right to cancel the booking.
• Bank Surcharges: Bank transfer fees, PayPal processing fees and other transfer or processing fees may apply and will be clearly stated on the invoice after the payment method is selected.
• Currency: Tours are quoted in Vietnamese Dong, US Dollars or Chinese Yuan. Customers will be charged a conversion fee if applicable. (Depending on the current price and currency exchange rate at the time of payment)

3. Refund/Cancellation Policy

In the event of cancellation, NETTOUR understands that you – the customer – have the right to cancel the confirmed services. However, maintaining the relationship with you is still important to us. Therefore, we will try to minimize the costs incurred due to cancellation. In the worst case scenario, you will be liable for any cancellation fees imposed by the service providers including hotels or airlines in the itinerary.

Any cancellations will be charged as follows and the remaining amount will be refunded to you:

More than 45 days before departure: No cancellation fee except for the administration fee as stated above.

• From 45 to 30 days before departure: 10% of total tour cost and not less than the administration fee.
• From 30 to 15 days before departure: 25% of total tour cost.
• From 14 to 7 days before departure: 50% of total tour cost.
• From 6 to 0 days before departure: 90% of total tour cost.

No show at airport/pick up point/hotel on arrival/departure date: 100% of total tour cost.
Unavoidable Cancellation Charges: Airline tickets, cruise tickets, train tickets and prepaid fees will be charged in addition to the above fees. Copies of receipts will be provided upon request.

Refunds will be issued within 15 days of receipt of your written cancellation request. Bank transfer fees, if any, will be charged in addition to the above fees.

To initiate a cancellation, an email informing your intention to your travel consultant or to info@nettour.vn is required. Refunds will be calculated from the date we receive your written cancellation request.

4. Itinerary Changes

Customers are welcome to make changes to their itinerary and this is understandable. Itinerary changes after booking will be handled on a case-by-case basis. We reserve the right to charge additional fees and/or apply discounts based on changes requested, time of request submission and other circumstances that may arise.

5. Travel Documents

All customers must have a valid passport with at least 6 months validity and the necessary visas to be allowed to travel to other countries. We sometimes assist customers with travel documents in good faith. However, NETTOUR and our consultants are not responsible for any assistance in visa or travel document applications that result in failure. It is the customer's responsibility to obtain and verify all legal information related to travel documents from the relevant government agencies.

6. Health Requirements

It is the responsibility of the customer to review the itinerary and determine whether they are physically fit to participate in the activities listed on the itinerary. NETTOUR and our travel consultants are not responsible for any health complications arising from the activities listed on the itinerary. It is the customer's responsibility to inform themselves of any health-related issues and determine which activities are safe based on their current health status.

Before booking an itinerary, it is the customer's responsibility to disclose any physical, emotional or psychological conditions that may preclude them from meeting the health requirements required for the activities listed on the itinerary and to notify us of any necessary changes. NETTOUR reserves the right to refuse any travel participant if it may affect the customer's health and safety, or the enjoyment of other customers.

7. Baggage Regulations

According to the baggage requirements of the local authorities in the country/countries you intend to visit, you may bring a certain weight of baggage free of charge. The customer is responsible for paying any additional charges arising from baggage exceeding the weight and size allowed by the airline.

8. Travel Insurance

NETTOUR will carry out the tour service after ensuring that you are fully insured. You are required to purchase comprehensive travel insurance before leaving your home country to protect you from unforeseen losses and damages. Travel insurance is not included in our tour costs.

9. Responsibilities & Obligations

All members of NETTOUR are happy to serve you. We will do our best to make your trip a pleasant one throughout the tour. NETTOUR provides Indochina travel information and schedules as well as all necessary information for you to prepare well for the trip.

However, NETTOUR's liability is strictly limited, we will not be responsible for the unreasonable and negligent acts, omissions, or failures in action of any suppliers such as land, air, and water transportation services, tours, cruise/hotel accommodations, or of any third parties not directly owned or operated by NETTOUR.

We shall not be liable for any loss, injury, or damage to persons or property, schedule changes or cancellations, in whole or in part, due to climatic conditions, weather, fire, breakdown of machinery or equipment, acts of government or other authorities, war whether recognized or not, civil unrest, strikes, riots, theft, epidemics, quarantines, health or customs regulations, terrorist activities, or any acts, omissions or conditions beyond the direct control of NETTOUR.

NETTOUR shall not be liable for any personal property lost or stolen during your trip.

NETTOUR shall not be liable for your failure to comply with customs regulations.

NETTOUR shall not be liable for any loss, death, bodily injury or any expenses incurred if a passenger departs from our original tour or group schedule.

NETTOUR reserves the right to change accommodations, tours, and flights of equal value at any time. If we have cancelled any tour schedule before the start of the tour, NETTOUR will fully refund the amount that NETTOUR has received from the customer. NETTOUR will do its best to adjust the schedule according to your needs. However, NETTOUR is not responsible for conflicts arising from hotels and transportation booked by the customer that conflict with the schedule such as airline delays. NETTOUR's maximum liability, for any reason whatsoever, will be limited to the amount paid to us for the requested services.

NETTOUR reserves the right to correct any price errors at any time, or to increase the program price in the event of increased costs due to changes in airfares, train fares, currency fluctuations, increased park fees, taxes, or fuel surcharges.

NETTOUR reserves the right to change the order of the tour if it makes it easier for you to visit all the destinations on the itinerary. In all cases, the content of the itinerary will be maintained to the extent possible.

No refunds will be given for unused portions of the trip or hotels within the time stated in our cancellation policy.

Our representatives can provide assistance and advice. All activities are carried out entirely at your own risk. NETTOUR will not be responsible for any actions or events that occur after our employees and agents have performed their obligations and taken the necessary measures.

10. Disabled/Special Dietary Requirements

Disabled customers are always welcome at NETTOUR. Anyone who requires special services, assistance, equipment or accommodation must inform our sales department at the time of booking. In extreme cases, we reserve the right to refuse accommodation requests if it is not possible to do so immediately. Customers using wheelchairs must be accompanied throughout the trip.

If a customer has special dietary requirements, we must be informed at the time of booking or at the latest 3 days before arrival at the airport.

11. Complaints & Claims

If you feel dissatisfied with NETTOUR's tour service, please contact us or inform your local guide or travel consultant immediately, to avoid similar problems/situations during the trip.

If you intend to make a claim, you must contact us by email, regular mail, or fax in writing within 10 days of the end of the tour so that we can begin to consider the claim. Please retain all receipts and supporting evidence and submit them upon request. For any claim made after 10 days of the end of the tour, NETTOUR will not be responsible for processing the claim.

12. Changes or Discontinuation of Services

NETTOUR reserves the right to change or discontinue the terms and conditions in whole or in part at any time with or without notice. Changes or discontinuation of the Terms & Conditions will not alter any liability arising from bookings made prior to the change.

13. Contact Us

If you have any questions regarding our Terms & Conditions, you may contact us or ask our travel consultants via:

website: www.nettour.vn

Email: info@nettour.vn

Hoteline: (+84) 886 777 655