1. RESERVATION, CONFIRMATION, DEPOSIT, BALANCE
1.1 How to make a reservation:
All bookings must be made through the head office of Arcady Travel via email. Upon confirmation, an invoice will be sent to the client/agency via email or fax.
1.2 Deposit:
A 30% deposit of the total trip cost is required to confirm the booking. This deposit can be made via bank transfer (see 2.3) or by credit card (see 2.1 and 2.4).
1.3 Balance:
The remaining balance must be paid at least 45 days before the trip starts. If the balance is not received by this time, Arcady Travel reserves the right to cancel the trip and retain the deposit.
In special cases of force majeure, partial or full refund of the deposit may be considered.
2. PAYMENT METHODS
2.1 Online Payment:
Clients can pay online via our secured ONEPAY payment gateway using Visa, MasterCard, Amex, or JCB. A payment link and instructions will be sent by email after confirmation. If you do not receive confirmation, do not retry—please contact us directly.
2.2 Cash Payment:
Accepted currencies include VND, USD, and EUR. The exchange rate will follow the Vietcombank rate on the payment date (www.vietcombank.com.vn).
2.3 Bank Transfer:
Clients may pay via bank transfer. All fees are borne by the client.
2.4 Credit Card via POS Machine:
Payment at Arcady Travel’s office in Hanoi. Accepted cards: Visa, MasterCard, Amex, JCB. Only VND accepted. Foreign currency must be converted at the current rate.
3. CANCELLATION POLICY
3.1 Cancellation by Client:
Penalties based on cancellation notice period:
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45+ days before: No charge
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44–31 days: 5% of trip cost
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30–21 days: 15%
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20–11 days: 30%
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10–7 days: 50%
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6–2 days: 75%
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1–0 days: 100%
Refunds (if any) will be made via bank transfer. Postponement is considered a modification. Name substitutions are allowed if service providers accept. In force majeure (illness, death, disaster), we will try to minimize penalties.
3.2 Cancellation by Arcady Travel:
In case of force majeure, Arcady Travel reserves the right to cancel the trip. Clients will receive full refunds. No compensation will be made for external consequences.
4. MODIFICATIONS
4.1 By Client:
Modifications are allowed and may incur extra fees depending on availability and third-party charges.
4.2 By Arcady Travel:
We reserve the right to modify trip elements due to force majeure or to ensure client safety. Adjustments may involve additional charges or refunds.
5. INTERRUPTION & UNUSED SERVICES
Arcady Travel does not refund unused services unless related to illness or emergencies, in which case we will negotiate partial refunds where possible.
6. CLIENT OBLIGATIONS & INSURANCE
6.1 Pre-Trip Responsibilities:
Clients must ensure valid passport (6+ months), visa, vaccinations, and health conditions as required. Arcady Travel can assist with Vietnam visa application.
6.2 Travel Insurance:
All clients must obtain international travel insurance covering medical and repatriation costs. Insurance details must be provided prior to travel.
6.3 During the Trip:
Clients must follow safety instructions given by guides or staff.
6.4 Assistance:
In case of incident, Arcady Travel will provide support and help with local formalities and insurance procedures.
7. LIMITATION OF LIABILITY
7.1 Arcady Travel is responsible for all agreed services.
7.2 Clients are responsible for their conduct and any activity outside the travel program.
7.3 Arcady Travel acts as an intermediary with third-party providers (e.g., airlines, hotels).
7.4 Arcady Travel is not liable for force majeure.
8. CLAIMS
If there is an issue with services, clients must inform our guide or local partners immediately. If unresolved, a written confirmation of the issue is required. All claims must be submitted in writing within 21 days of trip completion.
9. DISPUTE RESOLUTION & GOVERNING LAW
In case of dispute, resolution will be handled by the Vietnam International Arbitration Center under the Vietnam Chamber of Commerce and Industry. Vietnamese law governs the contract.
Arcady Travel complies with Vietnam’s tourism law and maintains a government-mandated financial deposit of 250,000,000 VND (~$12,000) at the National Bank of Vietnam to ensure client compensation in case of contract breach.