Terms and Conditions

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  1. All cancellations/Modifications must be received in writing, sent to us via:
    – Email sales@haiphongtours.com
    – iMessage/Wechat/Line/Kakao Talk/Zalo/Whatsapp)
  2. Please include your confirmation number in your request

The following Terms and Conditions apply to customers who have Hai Phong Tours‘ confirmation number:

1. Cancellation or modification by you

Modifications are allowed only once. After modifying your booking, no further changes can be made.

1.1. Regular cases

Day = Departure date – Modification date Asia/Hanoi time GMT +7

  1. Cancellation or modification made greater than 7 days to departure date: 100% refunded
  2. Cancellation or modification made less than or equal 7 days to departure date: 100% of tour price forfeited

1.2. Day tours, Transportation

  1. Changes made before 24 hour prior to pick up time: 100% refunded
  2. Changes made after 24 hour prior to pick up time: 100% of tour price forfeited

1.3. Overnight cruise tours

  1. Follow the terms and conditions of cruiseline that you go with or folllow 1.1. Regular cases

2. Cancellation by us

  1. We reserve the right to cancel your booking under some unavoidable circumstances like: weather, wars, civil strife, industrial disputes, natural disasters, terrorism, or order from the Local Authority.
  2. If we cancel your booking before departing, you can either get a full refund or change departure date.
  3. In case we have to cancel your trip after departing, we will charge used services only.
  4. In the event that a cruise tour has to return to port while the tour is underway due to monsoon, typhoon, we will refund what the cruise line refunds.

3. Delay & No Show

3.1. Tours

As per the agreement, we will pick you up at the designated meeting point(s). Depends on which tour, pick up time will be confirmed in each confirmation emails or chat.  We will try our best to present on time. In case our tour guide can not find you at meeting point, he/she will come back after around 10-15 minutes. We consider this “DELAY”. After 15 minutes, if our guide still can not find you at meeting point, we will consider “NO SHOW”.

Unfortunately, in the case of a NO SHOW, the full tour price will be charged.

  • The pick up in Haiphong usually +/- 5-10 minutes different
  • The pick up in Hanoi maybe +/- 10-40 minutes different

3.2. Transfer

  1. Airport Pickup: The driver will wait at the airport for up to 30 minutes. If your flight is delayed, please notify us immediately so we can arrange for the driver to stay or assign another car. After 30 minutes, if we cannot find you, cannot contact you, and have no information about the delay, we will consider it a *No Show* and charge the full amount with no refund. If we receive your delay notification, and the waiting time exceeds 60 minutes, please kindly tip the driver an additional 150,000 VND per hour. Waiting time is rounded up, calculated from the original scheduled pickup time until the actual meeting time.
  2. Pickup at Other Locations: The driver will wait at the pickup point for up to 30 minutes. After 30 minutes, if we cannot find you or cannot contact you, we will consider it a No Show and charge the full amount with no refund.

4. Luggage Store & Carry

  1. Each adult should bring maximum 01 suitcase and 1 hand-bag. (Extra luggage should be informed to our saleman in advance. If there is no available space for extra luggage, an additional fee will apply.
  2. During your trip, luggage can be left in our car, van, coach or onboard (up to you).We are not responsible for any lost or damaged valuables..

5. Pricing

  1. The tour prices are calculated based on the ticket prices at the time of sale. If ticket prices increase, we will notify you, and the difference will need to be paid accordingly.

6. Child Transfer

  1. Free of charge: If the child’s price is set to 0, they will share food, bed, and bus space with parents (NO SEAT included). If you would like a seat for your child, an additional fee of 12 USD per way applies.
  2. Charged 50%: Please pay 6USD each way
  3. Charged 75% – 85%: Please pay 9USD – 10.2USD each way

7. Pick-up and Drop-off for the Tour

7.1 Hai Phong

  1. Door-to-door pick-up and drop-off service is available at hotels in Hai Phong city center.
  2. If you’re not staying in the city center, Hai Phong Tours will arrange private transportation for pick-up and drop-off, and an additional fee will apply. We will inform you clearly in such cases.

7.2 Ninh Binh

  1. If using private transportation service, Hai Phong Tours will provide door-to-door Pick-up and Drop-off.
  2. If using a limousine bus, the transportation company will pick up from hotels near the Tam Coc boat wharf area (The bus company may switch buses or use smaller vehicles for pick-up and drop-off before boarding the main bus.)

7.3 Hanoi

Starting from 2025, certain roads will ban vehicles with 16 seats or more from operating. Therefore, in practice, the tour bus may not be able to provide door-to-door service as initially confirmed.
In such cases, guests are kindly requested to walk as instructed by the tour operator or driver.

If this is inconvenient, please consider using the private transportation service.

8. Refund

Once your refund request is confirmed by Hai Phong Tours, we will initiate the refund process immediately.

8.1. Refund for Online Payments

If you made your payment online, the refund will be issued in VND to the same card used for the original transaction.
Your card must remain active for at least one month before being deactivated or expired.
If your card becomes inactive or encounters any issue (locked, expired, or system error) that prevents the refund from being processed, any additional fees incurred will be your responsibility.
Typically, the refund will be completed within 14 business days (excluding weekends and holidays). If you do not receive the refund within this timeframe, please contact us immediately.

8.2. Refund for Cash Payments

If you paid in cash (in any currency), the refund will be made in VND at the Hai Phong Tours office.
If visiting our office is not convenient, we can send the money via our driver, with delivery costs borne by the customer.
If you have a VND bank account in Vietnam, we can process the refund via bank transfer.

Tip: You may authorize a trusted person (for example, your hotel receptionist) to receive the refund on your behalf. After the transfer has been made, the refund transaction is considered complete, and Hai Phong Tours will not be responsible for any further arrangement between you and the authorized recipient.

Note: All refund requests and confirmations must be conducted via email at sales@haiphongtours.com
to ensure proper record keeping.

The content may be updated at any time. Please make sure to read the latest version at https://haiphongtours.com/terms-and-conditions

Download Releases/ Changes log (click here)

  1. V1 – Updated 6 June 2025 / No change, PDF issued
  2. V2 – Updated 20 Jul 2025 / Added 3.2. Transfer
  3. V3 – Updated 24 Oct 2025 / Added 8. Refund