Terms and Conditions
Terms and Conditions:
IMPORTANT INFORMATION: Please read carefully before booking.
By using this site, you convey your agreement with these Terms & Conditions and the Privacy Statement. If you do not agree with the terms stated in this agreement or are dissatisfied with the site please direct your complaints to Contact Us page. Failure to comply with these Terms & Conditions may result in legal action and restriction of your ability to access this site. From time to time, SMILE TRAVEL may modify these Terms & Conditions. Please continue to review this agreement whenever accessing or using this site.
- Deposit & Payment
- PAYMENT BY CREDIT CARD
Instructions to pay online with Visa, MasterCard, American Express, JCB Card
We connect with VTCPAY Payment Gateway to accept Online Card Payment (https://Vtcpay.vn). All of your card information is processed through SSL protocol with international card security standard. Your card information will not be stored at our system (merchant) but MasterCard with international security standard. VTCPAY after you have received your order from us through a link, please check the information of the Order. If all the information is correct, please read & agree with Terms and Conditions before clicking to pay. You will be redirected to VTCPAY Payment Gateway to pay us online with Visa, MasterCard, American Express, and JCB Card.
Note: In some cases, your transaction may be not successful due to:- In correct card information- Not enough credit balance (daily or monthly)- Your card has not been activated for online payment. You should contact the Issuer Bank for the card activation. In case you input correct card information but you did not receive the transaction result from the payment gateway or from us. Please do not try to make other payment. Contact us to get the transaction result and confirmation of the Order (Email: email@example.com )
- PAYMENT & DEPOSIT FOR YOUR BOOKING
a – Deposit: A deposit of 30% of total value by credit card is required upon confirmation of your booking. Once deposit of your booking has been made, it is agreed that you have read, understood and accepted all our Terms and Conditions.
b – Remained balance: The remained balance of the tour value (70%) will be paid on arrival.
- PAYMENT & DEPOSIT FOR BOOKING CRUISE HALONG ONLY
a – Deposit: A deposit of 50% of total value by credit card or bank transfer plus bank charges (processing fees) is required upon confirmation of your booking (If this amount is less than US$500, we would suggest you to pay us in full before you arrive). Once a deposit is received it is understood that you have read, understood and accepted all our Terms and Conditions.
b – Remained balance: The remained balance of the tour value (50%) will be done at least 15 days prior to your arrival in Vietnam.
c – Full payment: When customers confirm the Booking less than one month to go. Full payment is required.
- Cancellation & Amendaments
We would deeply regret your decision to cancel your trip to Vietnam, however we realize that there are many valid reasons that this can happen.
1, CANCELLATIONS & REFUNDS FOR BOOKING TOUR
In the event of cancellation, the cancellation fee will be applied as below:
+ To confirm the booking with us, a 30% deposit is required. If you cancel the tour > 45 days, 10% will be refundable.
+ 45 to 20 days before trip commencement: 30% of the total trip cost
+ From 20 to 15 days before trip commencement: 50% of the total trip cost
+ 15 days before the commencement of the journey or no show: 100% of the total trip cost
Your satisfaction is our first priority. If there’s a problem with your booking, please contact us and state your reasons for the refund request and we will try our best to assist you.
2, CANCELLATIONS & REFUNDS FOR BOOKING CRUISE HALONG ONLY
– Cancellation by customer will be charged as follow:
+ More than 30 days before the beginning of the trip: 20% of the total trip cost
+ 15 to 30 days before trip commencement: 50% of the total trip cost
+ From 7 to 14 days before trip commencement: 75% of the total trip cost
+ No refunds for cancellations 7 days before the commencement of the journey.
– Cancellation by SMILE TRAVEL The contract between the services rendered by SMILE TRAVEL may be canceled by us for reasons related to a situation of force majeure, political, health, natural disaster, plane, etc. In all such instances of cancellation, registrants are fully reimbursed, but cannot claim any compensation.
NOTE: Please note that SPECIAL OFFERS that customers agree with the Travel Consultant are not eligible for the general cancellation policy and have to work under certain conditions of each booking.
- Modification or Discontinuance of Service
SMILE TRAVEL reserves the right to modify or discontinue service to clients who behave illegally or objectionably toward its employees and agents. Offensive behavior includes behavior which is obscene, racially offensive or of a sexual nature.
It is the policy of SMILE TRAVEL to protect and preserve the privacy of its users and customers, and the confidentiality of the information they provide, subject to conditions described below. To demonstrate our commitment to privacy we encourage all of our current and prospective users to read this Privacy Statement carefully before using the system.
- Information Collection – Purpose and and Scope
It is the responsibility of our company to prepare the schedule and book the service in advance for customers. Customers’ personal information required includes: Name, Email Address, Telephone number, Group size, the requirements on service, etc
- Information Use and Disclosure
Personal information provided by a client is used only to assist our company in providing the service relevant to a client’s requirements: Hotel and Flight Ticket reservation, Overnight Management, etc. The information is confidential and is not revealed to any third party for the commercial purpose
- Information Storage Time
The information will be stored in the travelling time and temporarily stored for the purpose of g to provide the service for the the trip in coming time.
- Address of Information Collection and Management Site
The address of information collection:
Smile Travel Co., Ltd
No. 04 Lane 266 Nguyen Van Cu Str, Hanoi, Vietnam.
Hotline: +84 941.776.786
International Tour Operator License: 01-1051/TCDL-GP LHQT
Business License: 0106885169
- Method of Information Access and Correction
Clients may request access and correction to personal information. Requests to access, correct or amend the personal information are required in writing by submitting the information via website or sending the email to travel consultants.
- Information Confidentiality Commitment
We are committed to protecting the privacy and confidentiality of clients’ information which the company collects, stores and uses. The information is not revealed to any third party for the commercial purpose
SMILE TRAVE is committed to providing the highest level of security and privacy. All transactions of user authentication including credit cards processing are conducted using SSL (Secure Socket Layer) technology, supported by your browser, which encrypts all information that is sent to us. We take every precaution to protect personal information from loss, misuse, unauthorized access, disclosure, alteration or destruction by implementing policies and procedures to ensure that personal information is kept only for the purposes for which it has been gathered.
- Liability and Insurance
– SMILE TRAVEL is not responsible for any loss, injury or damage sustained by passengers. Additional expenses incurred due to delays, accidents, natural disaster, political actions and unrest must be borne by the Customer.
– SMILE TRAVEL shall not be liable for any damage caused to the Customer by the failure to perform the Contract or the improper performance of the Contract where the failure or the improper performance is due neither to the fault of the Company because:
(a) The failure which occurs in the performance of the Contract is attributable to the Customer; or
(b) The failure is attributable to a third party unconnected with the provision of the services contracted for and are unforeseeable or unavoidable; or
(c) The failure is due to Force Major as defined in Paragraph 5 above.
SMILE TRAVEL is an Outbound and Inbound Tour Company; therefore it will not be possible to arrange any insurance for the clients. We advise them to contact an insurance company in the country of residence. However, it is possible to let us act as an intermediary link between the client and their insurance company.
We highly recommend that you purchase full coverage travel insurance from your country of origin. Insurance provided by SMILE TRAVEL is not applicable where only hotel or flight booking are purchased through SMILE TRAVEL.
- Changes of Booking
Transfers: Where you are or any member of your party is prevented from traveling for any reason (including death, illness or jury service) we will transfer your booking to any other person satisfying all the requirements relating to your holiday notified to us by you in writing a reasonable time prior to your due date of departure.
Other changes: If you wish to make any other change to your booking at any time (itineraries, hotels, flight tickets, etc.) after our booking confirmation has been issued, we will try but cannot promise to meet your request. On some occasions, if members of a group booking withdraw, there are fixed costs which mean the remaining traveling party must pay more per person. We require your authority in writing before we can make any change. In the event that any change is requested in relation to a group booking, we require the authority in writing of the lead name before we can make the change.
Treatment of changes by our suppliers: Many of our suppliers, particularly airlines do not permit us to change names or travel dates and impose full or partial charges. We will pass these on to you where applicable. All expenses incurred by SMILE TRAVEL in alteration of the booking are to be paid by a customer. This includes all fees and charges levied by third parties such as cruise operators, airlines and hotels if any.
- Complaints and Claims
Shall you feel unsatisfied with any service SMILE TRAVEL 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. SMILE TRAVEL will not be liable for any claims made later than 15 days after the completion of your tour.
Smile Travel is one of the fast growing Tour Companies in Vietnam. We are as Inbound and Outbound Tour Operator Licence No 01-1051/TCDL-GPLHQT. We specialize in tailor-making and customizing individual, Couple, family and group tours throughout Indochina destinations.
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