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Terms & Conditions

Last updated: 23 October 2026

These Terms & Conditions (“Terms”) govern your use of https://vietone.travel and the booking of travel services with VietOne Travel (“VietOne”, “we”, “us”). Please read them carefully before using our website or making a booking.

1. Who we are

VietOne Travel is an inbound tour operator and destination management company (DMC) lawfully established in Vietnam and licensed as an International Tour Operator by the Vietnam National Authority of Tourism.

2. Scope

These Terms apply to (a) every visit to and use of our website and (b) all tours, packages and travel services booked with us, whether directly by a traveller or through a travel agent or partner.

Bookings made by travel agents and other trade partners (B2B) are additionally governed by the agent agreement or contract between VietOne and that partner. Where the agent agreement and these Terms conflict, the agent agreement prevails for that partner relationship.

3. Definitions

4. Website use and intellectual property

You may use our website for personal information purposes and, for Agents, to prepare offers for your clients. You must not misuse the website, attempt to gain unauthorised access, disrupt its operation, or collect its content by automated means.

All content on the website, including texts, itineraries, photos, videos, logos and design, is owned by or licensed to VietOne and is protected by intellectual property law. You may not copy, reproduce, modify or publish it for commercial purposes without our prior written consent, except where agreed with Agents in the agent agreement.

Our website may contain links to third-party websites. We are not responsible for their content or practices.

5. Information accuracy and prices

We take care to keep the information on our website accurate and up to date. However, itineraries, descriptions, photos and prices on the website are for general information only and do not constitute a binding offer. Services, schedules and prices may change, for example due to Supplier changes, seasonality, exchange rates, taxes or fuel costs.

The binding price and conditions for your trip are those stated in your Quotation and Booking Confirmation. Quotations are valid for the period stated in them and are subject to availability at the time of booking.

6. Bookings and confirmation

A booking request can be made via our website, by phone or through your Agent. A contract is formed only when we issue a Booking Confirmation. Please check the Booking Confirmation and any travel documents carefully and inform us (or your Agent) of any errors immediately.

The person making the booking confirms that they are at least 18 years old, are authorised to accept these Terms on behalf of all Travellers in the booking, and that the information provided (including names exactly as shown in passports) is correct and complete.

7. Payment

Deposits, final payment deadlines, accepted payment methods and currencies are as stated in your Quotation or Booking Confirmation or, for Agents, as agreed in the agent agreement. Bank charges and payment fees are borne as stated there.

If payment is not received by the due date, we may cancel the booking and apply the cancellation charges stated in your Booking Confirmation.

8. Changes and cancellations by the Client

Requests to change or cancel a booking must be sent to us in writing (directly or through your Agent). Changes are subject to availability and may incur additional costs or Supplier charges.

Cancellation charges and refund conditions are those stated in your Quotation or Booking Confirmation, or in the agent agreement. Some Services, such as domestic flights, certain hotels, cruises or special events, may be non-refundable once booked. No refund is given for unused Services, missed parts of a tour or early departure, unless otherwise stated in writing.

9. Changes and cancellations by VietOne

We may need to change parts of an itinerary, for example the order of visits, hotels of a similar standard, transport or timings. We will inform you as soon as reasonably possible and offer suitable alternatives.

If we must cancel a booking for reasons other than force majeure or the Client’s fault, we will offer an alternative of comparable standard or a refund of the amounts paid to us for the cancelled Services.

Force majeure: we are not liable for failure to perform or for changes caused by events beyond our reasonable control, including natural disasters, severe weather, typhoons and floods, epidemics, war, unrest, terrorism, strikes, government actions, border closures, and Supplier or airline disruptions. In such cases we will do our best to assist and to recover refundable amounts from Suppliers; any refund depends on what Suppliers return to us, less costs already incurred.

10. Travel documents, visas, health and insurance

We are not responsible for costs or consequences resulting from missing or invalid documents, refused entry or inadequate insurance.

11. Conduct of Travellers

Travellers must follow the instructions of guides and Suppliers, respect local laws, customs and the environment, and behave in a way that does not endanger or disturb others. We may exclude from a tour any Traveller whose behaviour seriously disrupts the tour or endangers others; in that case no refund is due and any additional costs are borne by the Traveller.

12. Liability and its limits

We are responsible for arranging the Services with due care. Many Services are provided by independent Suppliers that are subject to their own terms and conditions. We are not liable for acts, omissions or defaults of Suppliers, or for losses caused by the Traveller, by third parties not connected with the Services, or by force majeure.

To the extent permitted by law, our liability for any claim is limited to the price paid to us for the affected Services, and we are not liable for indirect or consequential losses. Nothing in these Terms limits liability that cannot be limited under applicable law.

13. Complaints

During the trip: if something is not as booked, please inform your guide, our local team or your Agent immediately so we can try to resolve it on the spot. Problems that are not reported during the trip may be difficult to remedy afterwards.

After the trip: any remaining complaint should be sent in writing, through our Contact Us page or through your Agent, as soon as possible after your return, with details and any supporting documents. We will review it and reply promptly.

14. Privacy

We process personal data in accordance with our Privacy Policy.

15. Governing law and disputes

These Terms are governed by the laws of the Socialist Republic of Vietnam. We will first try to resolve any dispute amicably. If this is not possible, disputes will be settled by the competent courts of Ho Chi Minh City, Vietnam, unless mandatory law provides otherwise or a different forum is agreed in the agent agreement.

16. Changes to these Terms

We may update these Terms from time to time. The version published on this page applies from the date shown at the top. The Terms in force at the time of your Booking Confirmation apply to that booking.

17. Contact

If you have questions about these Terms, please contact us via our Contact Us page or call (+84) 28 3636 0588.

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