Terms and conditions

2.2. For air and train ticket booking

 A full payment of ticket fare is required at the time of booking to confirm your use of service.

 Immediately after making payment, you will receive the ticket or a voucher confirming the service provided by the Company.

 The invoice issued to you indicates that both you and Mix Tourist have read and agreed with the Terms of Use herein as well as rate, itinerary or other information provided by the Company.

Full prepayment by bank transfer is required at least 15 days before commencement of services. For travel during peak season, cruises, air tickets as well as for destinations/services with high demand, there may be different advance payment regulations. We will inform you of the payment conditions at the time of the booking.

The client must pay any international bank fees that occur. Failure to pay the booking within the time limit given may result in the cancellation of services.

NOTE: When paying for the service, except for the service fee quoted in our website or by our staff, you are responsible for any additional charges associated with your Bank, no matter what your method of payment is. A payment of service fee is only accepted to be successful when our confirmation of payment is sent to your registered email. We are irresponsible for any situations arising due to unsuccessful payment.

AMENDAMENT AND CANCELLATION

We reserve the right to charge amendment fees which are in line with agreements between the accommodation and / or service providers and us.

The exact cancellation conditions vary according to the services booked. We will inform of the details at the time of booking. Please read the cancellation conditions carefully.

1. Cancellation by CLIENTS:

Due to the extensive time and planning involved with travelling, a strict cancellation policy is applicable to compensate for costs and lost revenue. Once a booking is confirmed the following cancellation fees will apply:massage expenses, etc.

1.1. For hotel, tour, and car booking:

 Cancellation made after booking confirmation or more than 30 days prior to departure date: 10% of the total booking cost will be withdrawn from the deposit. The remainder of deposit will be refunded.

 Cancellation made between 16 and 30 days prior to departure date: 50% of total booking cost will be charged or loss of deposit.

 Cancellation made between 8 and 15 days prior to departure date: 50% of total booking cost will be charged or loss of deposit; plus the amount of penalties charged by hotels or car operators if applicable. All penalties will be itemized.

 Cancellation made between 3 and 7 days prior to departure date: 75% of total booking cost will be charged; plus the amount of penalties charged by hotels or car operators or any third-party service providers if applicable. All penalties will be itemized.

 Cancellation made less than 3 days prior to departure date (including no-shows) 100% of total booking cost will be charged.

 Any cases related to unused services due to willingness, early departure, late arrival, or missed days on tours/services, no refund will be made.

1.2. For train and air ticket booking:

 Cancellation of issued tickets at any time will be charged 10% of the total ticket prices plus the amount of penalties charged and confirmed by airlines and rail companies if applicable. All penalties will be itemized. www.vietnamdiscovery.com shall make refund of the remainder after clarifying all fees to be charged with confirmation made by both you and the Company.

 Time for refund processing will be between 15 and 20 working days since the confirmation of cancellation.

NOTE: The specific cancellation and refund policy of each service is clearly published at the service voucher delivered to you after your payment via email. Please be reminded to read through carefully before coming to Vietnam for your trip, hotel room or transportation. Please note that certain rates or special promotions are not applicable for cancellation or change. If you wish to review your reservation, please revert to the confirmation email and follow the instructions therein. If you wish to delay-modify- extend-cancel the tour / hotel/transportation booking please inform us as soon as possible via email (sales@mixtourist.com).

2. Cancellation by MIX TOURIST

 If the Tour is not paid for by the due date, the Company shall have the right to cancel the Tour. If we, at the request of the Customer, agrees to delay cancellation of the Tour then the Company still cancels the Tour for the Customer’s non-payment, the cancellation charges set out shall apply and be payable by the Customer.

 Should you require amendments to your booking, we will work with you to accommodate any required changes. We appreciate that circumstances can require occasional changes and we will work to satisfy your needs. Please be aware that some additional charges may result, particularly if changes are made during peak periods or within 2 weeks of arrival.

 Travel during peak holiday periods (e.g., Christmas, New Years, Chinese New Years) may alter cancellation policies of certain hotels and service providers. Should such a change affect your travel during these periods, we will attempt to notify you of any changes.

SPECIAL REQUESTS

Special Requests (e.g. ground floor accommodation etc.) shall be communicated by the Customer in writing to the Company at the time of making the booking. The Company shall use reasonable endeavours to fulfil such requests. However, special requests cannot be guaranteed and do not form part of the Contract. No liability shall attach to the Company for failure to comply with a special request. Special requests cannot be processed within X days of departure.

OBLIGATIONS OF THE CUSTOMERS

 The Customer is obliged to check their travel documentation to ensure that the dates are correct and should notify the Company immediately of any errors or omissions.

 It is the responsibility of the Customer to ensure that their travel documentation is in order, e.g. passport and visa.

 Where the Customer does not arrive on the agreed date for the Tour, the Company is entitled to treat the Tour as having been cancelled by the Customer.

 The Customer agrees to abide by instructions given by Company crew and agrees. to indemnify the Company against any loss or injury suffered as a result of failing to comply with Crew instructions

 The Customer agrees to conduct himself in a proper manner so as to not to cause disturbance or offence to other holidaymakers.

 Customer agrees not to damage accommodation and should such damage arise, agrees to pay the owner for the price of repair or replacement of same.

COMPLAINTS

 If the Customer wishes to make a complaint in relation to a holiday, he should inform the Company’s representative at the location where the Customer is when the complaint arises, thereby giving the Company reasonable opportunity to rectify matters.

 Notwithstanding the above, the Customer can notify the Company in writing using the feedback form not later than 30 days after his return to port of departure. Any complaint received after this period will not be entertained.

 The Customer may also email the Director of the Company at: dos@mixtourist.com

LIABILITY AND INSURANCE

1. Liability

 The Company 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.

 The Company 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.

2. Insurance

The Customer is required to have full travel insurance. It is the responsibility of the Customer to read their insurance policy before they travel and ensure that the insurance scheme provides the Customer with the requisite level of cover.

3. Dispute Settlement

 The terms and conditions contained herein are governed by and interpreted in accordance with the Laws of Vietnam.

 Any dispute arising out if or in connection with the applicable of the terms and conditions contained herein, if not capable of being resolved amicably between the Customer and the Company within 30 days, will be referred to the the Vietnam International Arbitration Centre (“VIAC”) for final and binding settlement in accordance with its rules of arbitration. The place of arbitration will be Ha Noi City and the language of arbitration will be English.

 During and without prejudice to the course of arbitration, this Agreement shall continue to be performed. Participation on any Tour implies full and unconditional acceptance of the above conditions by the Customer.