Terms and Conditions

Terms and conditions

The receipt of your deposit and/or final payment will indicate that you and your travel agent (when applicable) have read these Terms and Conditions, and that you (and your agent) have accepted them.

The Terms and Conditions below form the basis of the contractual relationship between Aus Viet Tours and its clients. It is extremely important that our clients understand and accept these Terms and Conditions as well as all web contents.

Make a tour booking
Your booking should be sent by fax, mail, or e-mail to Aus Viet Tours.  
Address: Suite 201, Stekland building, Number 70, Lane 165, Xuan Thuy Str., Hanoi, Vietnam
Tel: (+84-4) 379 59203
Fax: (+84-4) 379 59204
Website: www.ausviettours.com  
Email: info@ausviettours.com

The booking is effective only when you have already confirmed it and transferred your deposit to Aus Viet Tours.

Children Policy
Children under 12 years are generally granted a reduction of the tour price, provided that they are accompanied by at least two full paying adults and stays in the same room. 

  • Child from 1- 4 yrs: Free of charge if sharing bed with parents
  • Child from 5 – 6 yrs: 30% of adult price if sharing existing bed(s) with parents
  • Child from 5 – 6 yrs: 50% of adult price if using extra bed/mattress in parents’ room
  • Child from 7 – 11 yrs: 75% of adult price if using extra bed/mattress in parents’ room
  • Child from 12 yrs up: pay as adult rate 

Deposits
Unless otherwise indicated in a specific provision, in order to secure your bookings, you are required to pay a deposit of 30% (Note: bank fee is on your side) before we process your booking. Additional deposits are required for certain services, or at certain peak dates. Aus Viet Tours staff will advise you of this at the time of processing your booking. (Once a deposit is received it is understood that you have read, understood and accepted all our Terms and Conditions)

 Amendments or Cancellations

  • Private tour cancellation policy:

Should you have to cancel your reservation please keep us informed in writing either to email: info@ausviettours.com or by fax :( +84-4) 379 59204. Cancellations will not be accepted over Phone.

As a general rule, unless otherwise stated, our policy is that all cancellation must be informed in writing either by email or fax. Cancellations will be charged as follows:

More than 45 days before trip departure: No cancellation charge
Between 30 and 44 days before trip departure: 10% charge of total cost
Between 20 and 29 before trip departure: 25% charge of total cost
Between 7 and 19 days before trip departure: 50% charge of total cost
Between 2 and 6 days before trip departure: 90 % charge of total cost
With 24 hours /no show: 100% charge of total cost

After the trip has commenced, we are unable to refund any amount for unused services due to your early departure, late arrival, or missed days on tours.

  • MGTs Tours cancellation policy:

Should you have to cancel your reservation please keep us informed in writing either to email: info@ausviettours.com or by fax :(+84-4) 379 59204. Cancellations will not be accepted over Phone.

As a general rule, unless otherwise stated, our policy is that all cancellation must be informed in writing either by email or fax. Cancellations will be charged as follows:

More than 60 days before trip departure: No cancellation charge
Between 43 and 59 days before trip departure: 10% charge of total cost
Between 30 and 44 days before trip departure: 25% charge of total cost
Between 16 and 29 days before trip departure: 50% charge of total cost 
Between 7 and 15 days before trip departure: 90% charge of total cost
Below 7 days before arrival or no show: 100% charge of total cost

After the trip has commenced, we are unable to refund any amount for unused services due to your early departure, late arrival, or missed days on tours.

Amendments or Cancellation by Ausviet Tours
In case of a force majeure event such as a flight delay, an act of God, or act of governments, we reserve the right to alter or cancel the confirmed trip.  

Ausviet Tours, using its best efforts, will seek the best solutions and arrange similar or alternative options. However, it is not easy to provide other services at the same price, so if the new cost is less than the prepaid one, we will refund the difference. Likewise, if the new cost is higher than the previously confirmed one, you will be required to pay the difference.

Aus Viet Tours reserves the right to substitute hotels, flights, or cruise ships, to alter itineraries, or to cancel the tour prior to departure. If Aus Viet Tours has cancelled any tour prior to the commencement of the tour, Aus Viet Tours is liable for a full refund of the money received by Aus Viet Tours.

Refund of Unused Services
No refunds or exchanges can be made in respect of accommodation, meals, sightseeing tours, transport or any other services which are included in the tour prices but not utilized by the tour member.

Travel Documentation
All clients must be in possession of a valid passport and necessary visas or permits at the commencement of travel. All such documentation is the sole responsibility of the client. Your travel advisor may assist you in applying for the necessary travel documentation upon request. Aus Viet Tours accepts no responsibility or liability whatsoever for the failure of clients to obtain appropriate documentation.

Health Requirements
Clients should take into account all international travel risks and familiarize themselves with health requirements applicable to the areas they intend to visit. The client is solely responsible for checking the safety and security conditions, vaccination, and other health requirements of governments in countries visited or transited. Travelers who want to take part in any adventure trip are required to provide a doctor's certificate stating that the he/she is fit to travel and his/her blood pressure and heart condition are normal. This is a necessary requirement because of the possible effects that the very high altitude may have on certain people.

Luggage Allowance
In accordance with regulations of the Vietnam Air Lines, the free baggage allowance within Vietnam is 20kg for the economic class, plus 7kg 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.

Travel Insurance
Life Tourist Accident/Casualty Insurance and all insurance are not part of our package or customize or excursion. We highly recommend that you purchase full coverage travel insurance from you country of origin.

Complaints and Claims
Shall you feel unsatisfied with any service Aus Viet Tours has provided, please notify your local tour guide or your travel advisor to avoid the potential for similar problems happening again during your trip.

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

Aus Viet Tours will act as an intermediary between the clients and other services suppliers such as air, train, boat, and hotels in the event of any complaint.

Communications
You can contact Aus Viet Tours via the web form from www.ausviettours.com, email, fax, or phone. If for any reason, you fail to receive any reply from Aus Viet Tours in regard of your tour status within 48 hours from the time you submitted the request for booking, modifying, or canceling a tour, please contact Aus Viet Tours customer service center at info@ausviettours.com or phone at (+84) - 912992913 immediately to ensure that we are able to deal with your enquiry under the terms of our Terms and Conditions.

Service voucher

Voucher will be issued by Aus Viet Tours after the booked trip is confirmed and deposit is completed. A service voucher will be sent by email/fax or snail mail to passenger.

Guests with Disabilities/Special Diets
Guests with disabilities are welcomed at Ausviet Tours. Any person requiring special services, assistance, equipment or accommodations must advise our staff at the time of reservation. The Company reserves the right to reject requested accommodations that are not readily achievable. Guests using wheelchairs must be accompanied by a companion.
If guests have special dietary needs, we must be advised at the time of booking or, at the latest, 3 days before departure. Every effort will be made to comply.

Photography
Travelers should understand that Ausviet Tours may take photographs during tours for marketing and promotional purposes. Our guide will always ask your permission before taking your photo. However, we understand your right to privacy, so if you prefer not to have your photo taken, please let the guide know when he asks.  

Privacy Policy
Ausviet Tours commits to you that any of your personal information that we receive from you through the booking process will not be used for any other purpose than for travel services related to your trip to our destinations.

Liability & Responsibility
Aus Viet Tours 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, sea fire, 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 Aus Viet Tours 's control. Neither Aus Viet Tours nor any of its affiliates or subsidiaries shall be or become liable or responsible for any additional expenses of liability sustained or incurred by the tour member as a result of any of the aforementioned causes.

Passengers are required to have full travel insurance covered. This includes trip cancellation, medical emergency evacuation, and other coverage. Airline schedule, train timetable and local conditions may affect accommodation and itineraries. Should this occur, Aus Viet Tours will endeavor to substitute a suitable arrangement of similar value.

Aus Viet Tours shall not be responsible for any wrongful or negligent or fraudulent, omissions, changes of itinerary, cancellation or the failure of any equipment operated by any suppliers such as transportation carriers, cruise, and hotels, or any other party not directly owned or controlled by Aus Viet Tours.

Aus Viet Tours is not responsible for a client’s failure to comply with customs regulations.

Aus Viet Tours is not responsible for the theft or lost of any customer’s valuables or items of personal property due to the negligence of the customer.

Many of Aus Viet tour packages include activities which require care attention. Such activities include boarding and going ashore from boats, climbing hills, trekking, cycling, hiking, kayaking, 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. Aus Viet Tours, 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.

Aus Viet Tours reserves the right to modify or rescind the terms and conditions in whole, or in part at any time with or without notice.
 

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