Terms and conditions for booking packaged tours

1. Packaged tour contract
All arrangements made between Tuan Linh Travel., a fully bonded member of VNAT (Vietnam Administration of Tourism), trading as Tuan Linh Travel Co., Ltd. hereinafter called the “Company”, and you the client are subject to the following conditions. When you make a booking you guarantee that you have the authority to accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our Confirmation Invoice. This contract is made on the terms of these booking conditions.
2. Your Financial Protection
We are a member of VNAT (license 0639/TCDL GP-LHQT issued by the Vietnam Administration of Tourism) which provide for your protection in the event of our insolvency.
3. Tour Price
a) A deposit of 20% entire tour cost must be paid when the booking is confirmed and 2 sides reach an agreement for that booking (unless the booking is made less than 4 weeks prior to departure, in which case we require full payment). The booking is binding upon the Company only when it has issued its confirmation in writing, unless you are booking within 7 days of your scheduled departure date then a contract between us will exist when we tell you that your booking is confirmed.
b) The Company reserves the right to decline any booking.
c) The Company is not under any obligation to deliver any tickets or documents appertaining to the booking until full payment has been received by the Company.
d) The total cost of any booking shall be paid so as to be received by the Company before the deadline payment for that booking. In the event that payment is not received by the Company by that date, the Company may choose to treat the booking as cancelled by the client, in which case the deposit shall be forfeited as per our cancellation fees listed hereunder.
e) Our prices are based on costs and exchange rates as published in our website.
f) The price of your holiday is subject to surcharges on the following items: Government action, currency, aircraft fuel, over flying charges, airport charges, and increases in scheduled airfares. Even in this case, we will absorb an amount equivalent to 2% of the holiday price, which excludes insurance premiums, and any amendment charges. Only amounts in excess of this 2% will be surcharged. If this means paying more than 15% of the holiday price, you will be entitled to cancel your holiday with a full refund of all money paid except for any premium paid to us for holiday insurance and amendment charges. Should you decide to cancel because of this, you must exercise your right to do so within 14 days from the issue date printed on the invoice.
g) In the case of any decrease in cost of favorable currency fluctuations, the Company is under no obligation to make any refunds.
4. Cancellation Policy
a) You, or any member of your party, may cancel your holiday at any time providing that the cancellation is made by the person signing the booking form and is communicated to us in writing documents or email. As this incurs administrative costs, we will retain your deposit to cover and in addition will apply cancellation charges as a percentage of the entire holiday cost, up to the maximum shown below:

b) However, if your booking includes a flight based on a restricted fare cancellation charges may be higher, up to in some cases the full amount of the booking.
c) Regardless of packaged tour value, the minimum cancellation fee will be 100US$ per booking.
d) Optional insurance premiums are not refundable in the event of cancellation. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
5. If You Change Your Booking
a) If, after our confirmation invoice has been issued you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any requests for changes to be made must be in writing from the person who made the booking. You will be asked to pay an administration charge of $20 per booking and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and can be treated as a cancellation and charged as per the charges in clause 4.
b) No refund or compensation will be made or given for any unused hotel/apartment accommodation or any unused services or features of the tour/holiday, nor will such accommodation, services or features be exchangeable for any other accommodation, service or features if you change, cancel or curtail your holiday.
6. If We Change or Cancel
a) It is unlikely that we will need to make any changes to your holiday arrangements once they are confirmed, but as we do plan many months in advance, this may sometimes be necessary and we reserve the right to do so. Most will be minor changes, but where they are major, for example a significant change of resort, a change of accommodation to that of a lower category, a change of flight time by more than twelve hours or a change of departure airport, we will inform you as soon as possible if you have already booked. You then have the following choices:
i) to accept the alternative offered;
ii) to choose another tour program offered by Tuan Linh Travel;
iii) to cancel and receive a full refund of all monies paid to us (without transfer fee).
Whichever of the above options you choose, we will pay you compensation (not including infants under the age of 2 on the date of travel) as follows:

b) We reserve the right in any circumstances to cancel your holiday. However, in no case will we cancel your holiday less than eight weeks before the scheduled departure date, except for reasons of force majeure as defined below, or failure on your part to pay the final balance in accordance with Clause 3 above. In circumstances where we are unable to provide the holiday booked, we will return to you all monies paid or offer an alternative holiday (offered by Tuan Linh Travel) of comparable standard and if a cancellation occurs within eight weeks of departure for reasons within our control, compensation on a scale to that shown in clause 6 above.
7. Force Majeure
a) The payments in Clause 6 will not be made for changes that arise as a result of situations outside of our control. For example, technical or maintenance problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, the alteration of the airline or aircraft, or refusal of landing rights to any airline.
b) This also includes any other acts of force majeure (namely: war or threat of war, riots, terrorist activity, civil strife, strikes and other industrial disruption, natural disasters, fire, quarantine, epidemics, weather conditions, Government action, or other events beyond our control).
c) If we have to curtail your holiday after departure due to a situation of force majeure, we will offer a pro-rata refund for unused accommodation and excursions only. Compensation will not be payable.
8. Our Liability
a) We accept responsibility for ensuring that your travel arrangements, which you book with us, are supplied as described in this website. If any part of your travel arrangements are not provided as promised due to the fault of our employees, agents or suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. Subject to paragraph b below our liability in all cases shall be limited to a maximum of twice the value of the original travel arrangement costs.
b) We accept responsibility for death, injury or illness caused by the negligent acts and/or omissions of our employees or agents together with our suppliers and sub-contractors, whilst acting within the scope of, or in the course of, their employment in the provision of your travel arrangements. We will accordingly pay to you such damages as might have been awarded in such circumstances under Vietnam Law.
c) In respect of travel by air, sea and rail and the provision of accommodation, our liability in all cases will be limited in the manner provided by the relevant international convention, and the conditions of carriage of any carrier.
9. Personal Injury Unconnected With Booked Travel Arrangements
If you, or any member of your party, suffer death, illness or injury arising out of an activity which does not form part of your travel arrangements or an excursion arranged through us, we shall, at our discretion, offer advice, guidance and assistance.
10. Complaint
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our tour operator-in-charge immediately, who will endeavor to put things right (see our mechanism for solving problem on tour). If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Relations Department, providing your booking reference and all other relevant information. Please keep your letter concise and to the point, this will help us to quickly identify your concerns and speed up our response to you.
It is strongly suggested that you communicate any complaint to the supplier of the services in question as well as to our tour-operator-in-charge without delay.
If you fail to follow this simple procedure we will have been deprived the opportunity to investigate and rectify your complaint whilst you are in resort and this may affect your rights under this contract.
Claims
It is unlikely that you will have a complaint that cannot be settled amicably between us. However, disputes arising out of, or in connection with this contract which cannot be settled amicably, may (if you wish) be referred to Vietnam National Arbitration (VIAC).
11. Information Accuracy
a) Description of facilities provided at hotels and all information are given in good faith and every effort has been made to ensure their accuracy. However, it is possible that hoteliers, shop-keepers, nightclub owners, etc. (over whom we have no control) may wish to change or reduce their facilities (e.g. a swimming pool may be closed for maintenance or empty for cleaning, a discotheque may be closed for redecoration) which will then be temporarily or permanently unavailable. In some cases the operation of air-conditioning or central heating is at the discretion of the management and so is the heating of swimming pools. Some hotels charge for nightclubs or discotheques, tennis courts, mini-golf, table tennis, deck chairs, umbrellas, health clubs, beach equipment and similar additional facilities. Public holidays and religious festivals may also affect the operation of resort or hotel facilities. The operation of swimming pools is at the discretion of hotel management and clients who require confirmation of availability of swimming should check when booking their holidays. Hotels offering satellite TV may provide only a limited selection of channels in English. b) Whilst we endeavor to ensure that all of the details shown in this website are correct, changes may need to be made to the brochure descriptions, facilities offered or any building work being undertaken. We do therefore; reserve the right to make changes to the particulars contained in this website. Should the change be deemed to seriously affect your holiday, you will be notified of such changes at the time of booking, or as soon as we become aware of any changes, if the changes occur after you have made your booking.
12. Your Responsibility
a) You must have comprehensive insurance when traveling. If you are not taking our insurance cover, you must take travel insurance providing comparable or greater cover.
b) We can refuse to accept you as a customer or continue dealing with you if your behavior is disruptive and affects other holidaymakers, employees or any third party. If we do this, we will not be responsible for any additional costs which you have to pay. If you are prevented from traveling because in the opinion of any person in authority you appear to be disruptive, we will have no further liability to complete your holiday arrangements, and will not be liable for any refund or compensation.
c) When you travel with the carrier, you must comply with their Conditions of Carriage. Whilst we will assist you where possible you must note that any matters relating to the airline, such as lost/delayed baggage, is the sole responsibility of the airline.
d) Please note that in accordance with the common Air Navigation Orders, in order to qualify for infant status, a child must be under 2 years of age on the date of their return flight.
13. Extra Beds and Single Rooms
Please ask our reservations department for details regarding the type and availability of extra beds in hotel rooms or self-catering accommodation. Some hotels have twin or double bedded rooms where a third or fourth bed may be added. It should be noted that in some cases the third/fourth beds may be rollaway beds or divans, and the room may well become cramped. It should also be noted that single rooms may sometimes be smaller in size. Single room supplements are based on a cost per room basis and reflects the real cost to us.