Booking Conditions

Worldwide Markets


The contract between us
When you book a tour with us, the contract will be between yourself (hereinafter “you, your”) and Haivenu Co. Ltd (hereinafter “we, us, our”). We will act as principal and tour operator. The contract will consist of an agreed itinerary and your acknowledgement of acceptance of these booking conditions. The contract between us becomes binding at the point at which you issue instructions to us to go ahead with making reservations for the agreed itinerary and our receipt of your deposit as mentioned in the ‘Deposit’ section below. Please note that the terms of these booking conditions are part of the contract, which are governed by Vietnamese Law, and both parties agree to submit to the jurisdiction of the Vietnamese Courts.

Financial protection
We are a fully licensed international tour company. Our International Tour Operator License number is 01-300/2014/TCDL-GP LHQT and our Bond Account Number is 0010000240122, which is used solely for compensation should we fail to implement the bookings of your tours.

We accept responsibility for carrying out the terms of the contact and for the performance of our employees, sub-contractors and suppliers. If we fail to comply with the terms of the contract, we will compensate you for any loss that you incur. We will not be liable to pay compensation if the failure to carry out the terms of the contract is neither our fault nor that of our employees, sub-contractors or suppliers because the failure is caused by:

or a third party, unconnected with the contract, whose actions we could not have reasonably foreseeable or avoided, or any event or circumstances beyond our control the consequences of which could not have been avoided by us, our employees, sub-contractors and suppliers despite all due care being taken. This includes postponements and/or cancellations where international and domestic carriers disclaim liability.

Our liability in this regard is contingent upon your early notification of your dissatisfaction to us, our guide or one of our employees in sufficient time for us to rectify the error or omission. If we are unable to rectify the error or omission, we will make appropriate compensation. If your notification of the error or omission is too late for us to rectify the problem, we reserve the right to deny liability.

For technical reasons, compensation must be made in Vietnamese Dong (VND), but you will be able to exchange them, and any other remaining VND in your possession, into US dollars at the prevailing exchange rate at most branches of State Banks, or at the relevant airport. Compensation or refund payments are limited to the total amount that you have paid.

alterations by you, or
Because we operate on a tailor-made basis, you can request alterations to any aspect of your holiday without incurring service charges for making such alterations. We will advise you of the cost or saving resulting from proposed alterations and, if it is acceptable to you, incorporate it into the price.

alterations by us
Your booking will be accepted based on your understanding that the tourism infrastructure in Vietnam is substantially less than that in developed countries.

Sometimes, close to your time of departure, we receive information about circumstances beyond our control affecting your holiday: potential travel disruption, road works, major events, predicted adverse weather conditions and so on. In such circumstances, we will contact you and, if possible, suggest alternatives to solve any problems that might arise.

All such alterations will be subject to your approval and agreement. If you agree to such alterations, and they involve additional cost, this must be borne by you.

If alterations become necessary during your holiday because of the failure of a third party contracted by us to provide the required services, and we are unable to provide an equivalent alternative, we will compensate you for any losses incurred and seek redress from our sub-contractor later. If we offer you a more expensive alternative, the extra cost will be borne by us.

During your holiday, alterations may be necessary because of circumstances beyond our control occurring at short notice. Examples of such circumstances might include postponements, cancellations or overbooking by international and/or national carriers, unforeseen weather conditions, government action or mechanical breakdowns.

In the event of a necessary alteration beyond our control, we will do our best to find satisfactory alternatives and minimize inconvenience but cannot be held liable for any losses incurred. If such alterations involve additional cost, this must be borne by you.

Acceptance of booking
We reserve the right to decline your booking without explanation if we consider that you might pose a threat to public safety and/or security in the destinations in your tour programme.

Our acceptance of your booking is conditional upon your understanding that we cannot be held liable for any accidents, illnesses, thefts or losses occurring during your holiday and caused by circumstances beyond our control or resulting from your failure to take common-sense precautions or to follow instructions given by us or our guides, party leaders or persons with official authority.

Please note that we require you to purchase in advance travel insurance and any other necessary insurance adequate to meet your needs and will therefore assume that you have done so before your arrival in Vietnam or other countries in which we operate.

The price of your holiday
The price is the total cost of the holiday including all elements specified in the itinerary, unless stated otherwise. As our holidays are individually designed, the price will vary according to changes made in the vacation programme. At the point at which you decide to make full payment, all agreed changes to the price will be included in the invoice that we send you.


  • By bank transfer: we have the bank account in US dollar which we will send you in the invoice later. If you want to transfer by other currency than USD, you can pay by the local currencies with the equivalent amount to USD, exchange rate at the time of payment. Please note that bank transfers will be borne by the payers
  • By “One Pay”: We accept payment from all major credit and debit cards, included American Express (Amex). Please note that card payments will be charged in Vietnam Dong and incur a 3% (for Visa, Master, JCB) and 3.5% (for Amex) of administration fee, calculated at the time of card processing. Exchange rate is subject to change depending on date of payment.

We will send you the ONEPAY link which you will follow that instruction for the payment. The amount in the link will be automatically added in the card processing fee.

As we develop the itinerary for your holiday, we will check the availability of hotels and, if possible, make provisional bookings. To do this, we will need early notification of your flight details. Once we have agreed the itinerary and the price, and received your instruction to proceed, we will ask you to settle a minimum 20% deposit of your tour price to our bank to cover our costs if you cancel thereafter. Upon receipt of your deposit, we will make firm bookings and confirm them to you.

Where international flights are booked with us, full payment of the airfare portion will be required at the time of the flight booking, and the booking terms and conditions that will apply pertinent to your flight will be those issued by the airline.

Please note that, in several areas, hotels become fully booked well in advance because there are few adequate alternatives, or sometimes none at all. It is therefore in your interests to pay the deposit as early as possible to secure the best availability. At this stage, if you choose to pay by bank transfer, you may choose to pay the full price rather than a deposit, thereby avoiding a second transfer fee.

Final Payment
Full payment of the balance must be settled by you no later than 30 days before your departure for your tour. However, a few service providers require full payment earlier than 30 days – in such a case we will notify you for your further instructions. If you wish to book after the thirty-day deadline, and your booking is accepted, we reserve the right to withdraw liability for a lack of suitable accommodation, transport or other elements of the tour caused by inadequate time to set up the tour.

In the event of the full payment not reaching our account by the agreed due date, we reserve the right to cancel all bookings and the contract between us.

If you ask for changes to be made after you have paid in full, but before your date of departure, any increase in the price must be settled by debit or credit card. If changes result in a reduction of the price, you will be reimbursed in local currency upon arrival less any costs that we have reasonably incurred.

If you ask for changes to be made during your time in Vietnam, we will advise you of the extra cost and only proceed on your instruction. Any extra costs that you have incurred by altering your itinerary while you are in the tour destination must be settled no later than three days before your departure at the end of the tour.

If the alteration involves a reduction, we will refund you the saving in local currency, less any costs that we have reasonably incurred, before you leave your tour destination. No refunds will be made for any unused elements of the itinerary.

Cancellation by you
Date of cancellation will be the date on which we receive your notification of your wish to do so.

  • If you cancel your contract at any time up to 30 days before your departure for your tour you will lose your deposit.
  • If you cancel your contract at any time between 29 days – 14 days of your date of departure for your tour, the monies that you have transferred will be returned less 60%of the total price of your holiday and, where relevant, the transfer fees levied by our bank.
  • If you cancel at any time between 13 days – 7 days the monies that you have transferred will be returned less 80% of the total price of your holiday and, where relevant, the transfer fees levied by our bank.
  • If you cancel under 7 days – 3 days, and your booking includes services from the few service providers who require full payment in advance without refund, we will recover our loss by reducing the prepaid amount returned to you as appropriate. For your information, service providers that apply this ‘no-return’ policy will be clearly identified in your itinerary.
  • Under 3 days or No show: full charged

Please note: The policy may differ for peak time travelling periods, bigger group size, according to the hotel, charter cruises, special transport contractors and service provider’s cancellation policies. We will advise you the specified terms later in each case.

  • If, rather than cancel, you wish to transfer your booking to another person, we can arrange transfer subject to your instruction, and the transferee providing his or her full details, confirmation of acceptance of the terms of the contract, agreement to pay our costs incurred in making the transfer and any outstanding balance of the total price, and there being sufficient time to allow a new visa to be issued.

Cancellation by us
We reserve the right to cancel the contract between us for any reason prior to your payment of the full price of the holiday, whereupon we will refund any monies that you have paid us in full. After full payment has been made, we will only cancel the contract if circumstances beyond our control make it unavoidable.

In the unlikely event that such circumstances should arise, we will contact you immediately and offer you the choice of an alternative of equivalent quality or a full refund of all monies paid. No additional compensation will be paid over and above the total sum received from you.

Travel insurance and medical precautions are essential. We do not give specific advice on these matters as we are expert in neither, and individual circumstances differ.

It is the duty of the client to ensure they are fully insured for the duration of their travel (including the travel day to the airport in their home country). We strongly urge that the cost of insurance covers emergency medical, hospitalization or maybe a refund of the tour just in case something come up and preventing you from doing the trip.

Haivenu Tours is not responsible for client’s insurance though we will provide all reasonable assistance in case of emergency. We prefer you to provide the name of your travel and medical insurance company with contact details so that we can give notification on your behalf if you are unable to do so in the unlikely event of an accident occurring.

Medical precautions
You should ensure that you are fully up to date with vaccinations required for the countries in your tour programme. 

If your itinerary means you may be involved in strenuous activities, such as cycling, trekking, etc., you should check with your medical practitioner if you are in any doubts about your fitness to do so.

If you are prone to recurring illnesses, allergies or have any other disabilities or health problems relevant to your holiday, you should inform us well in advance. The same applies to specific dietary requirements, either for medical or religious reasons.