TERMS & POLICIES

All you need to know!

Terms

These are the words we live and do business by. Without them we won't be able to deliver exceptional service!

Our commitment to you is to provide you with a travel experience in Vietnam that is without comparison. For us to do this we need to have a clear set of policies and terms that explains how we deal with certain situations.

What is the procedure if my flight is delayed? What happens if I cancel my booking? What if inclement weather affects my tour? You’ll find the answer to all these questions in our terms and policies, as well as an in depth explanation in our FAQs.

Please feel free to read through them and don’t hesitate to contact us with any and all queries!

Terms & Booking Conditions Friends Travel Vietnam Update V.1.1 2018 – Sep
For your own guidance, please carefully read and be sure that you fully understand the BOOKING TERMS & CONDITIONS as stated below before booking with us.

In this booking form, the word ‘Company’, ‘We’ and ‘Us’ refers to Friends Travel Vietnam and Biking Around Vietnam Company. ‘Customer’ and ‘Client’ means you, the person who agrees to buy the tour and/or any person on whose behalf you agree to purchase the tour and who is listed on the service ticket. The word “Tour” refers to the service being booked by the Customer. This service can be a tour, transportation, visa, accommodations or other services organized by us.

These terms of use apply to all our products & services which are available to purchase online, by email, booked at our booking office, by telephone, by Whatsapp, Facebook Messenger or Facebook Page or our LiveChat on our website or other communication forms. By browsing and using our website or making a reservation you acknowledge and agree to have read carefully, understood and agreed to our terms of use set out as below.

Please note that: Friends Travel Limited Company will be happy to clarify any questions you may have.

1. Your booking with Friends Travel Vietnam
Your contract is with Friends Travel Limited Company operating under the brand Friends Travel Vietnam, under Business License: 0105925933 | International Tour Operator License:  01-646/2014/TCDL-GP LHQT or Biking Around Vietnam Company License 01C8028723
Company details are as follow: Friends Travel Vietnam Office
62 Hang Buom street | District Hoan kiem [Old Quarter] | Hanoi, Vietnam | Openings Hours : 6:00AM – 6:30PM (GMT+7h TimeZone) every day
Customer Hotline – WhatsApp – Mobile (24/7):+84.934.551.069 (VN/EN) or +84.904.329.289 (EN/NL)
Office Customer Hotline: +84(0) 2432-669-461 (EN/VN) 

1.1. Ground Arrangements:
Friends Travel Limited Company have made it clear on this website and our platforms that delays and changes to methods of transport are common throughout the region we operate in and that they can run below operational standards that would be regarded as normal in much of the developed world. We cannot accept any claim for indirect or consequential loss arising from the failure of transport (such as train, car, boat and plane) suppliers to conform either to timetables supplied by us or to their own timetables. We cannot accept any claim for shock, loss, distress, whether mental or financial, arising from deviations from operational standards by all kind of 3rd party suppliers whose services form part of our itineraries (whether original or amended). Please note that the times of road and rail departures and other services are estimates only. We always try to ensure a current departure time.

Various standards of preparation and certain levels of fitness are required for many of our more adventurous itineraries – it is each individual participant’s responsibility to assess their own suitability and to prepare themselves to a suitable level for any of our itineraries. We are unable to refund any money in respect of services from which you withdraw after arrival. With reasonable notice, alternative versions of most of our activities can be organized for our customers and we will endeavor to assist in all reasonable instances.

If you are in any doubt about whether you should travel on any of our itineraries, you should consult your medical adviser. 

2. Pricing and Payment
A booking will be accepted once a non-refundable and non-transferable deposit is received. All bookings are accepted on a request only basis and are based on the service ticket and booking details sent to by your consultant – it is your responsibility to check these details carefully and advise us of any errors immediately. In certain circumstances there can be a charge for amending any errors.
Service ticket of a completed booking form does not imply availability of any holiday. Whilst your deposit secures your reservation with Friends Travel Limited Company, it does not guarantee the availability of any hotels or land/water tour services. Your holiday cost can change due to external influences, out of our control, such as hotel availability, exchange rates, fuel surcharges and airlines changing or cancelling services.
Final costs are only guaranteed once all services have been confirmed and in the case of flights, all airline tickets have been issued.  

2.1 Payment schedule

2.1.1 Deposit to confirm a booking:
Once you have agreed the service ticket and the price, and received your instruction to proceed, we will ask you to settle a minimum 25% deposit of the total amount, if the total price is above US$500. Upon receipt of your deposit, we will make firm bookings and confirm a service ticket to you. In some cases, the deposit percentage will be altered and stated in the service ticket for your approval. The changes to the percentage amount are flexible and based on departure date and cancellation policies of third party service providers.
* Please notes:
– Full payment are required for all tour prices under US$500.
– Full payment are required for all flights, train tickets, visa approval letters, airport fast track service and hotel reservations in order to issue pre-paid vouchers for your services.
– We reserves the right to increase the deposit to a full payment as needed, especially bookings of luxury cruises and hotels or others. 

2.1.2 Final payment 
Full payment of the balance must be settled by you no later than 30 days before departure for your tour. It is your responsibility to ensure that all payment deadlines are met.  Friends Travel Limited Company might not send out any reminders.
Full payment deadlines are set to protect your booking as airlines and cruise operators are within their rights to raise prices and in some instances cancel bookings. 
If the balance due date is not met, your travel arrangements may be canceled, and you may forfeit your deposit. It is therefore to your advantage to finalize payment as soon as possible. 

After Full payment the customer receives at all time a service ticket as a booking confirmation within 24hrs. Otherwise, the customer is obliged to consult the company. This service ticket is final, please read it carefully and contact us within 48hrs if anything is not right as discussed.

* Please notes:
– We use the exchange rate that is fixed at the time of our bookings from USD x local currency VND.
– Your holiday cost can change due to external influences, out of our control. We will pay these possible costs up to 25% of the booked tour price after the final payment. For an increase of the total cost with more than 25% of the total tour price the customer will be responsible for the remaining amount. However, this is an exceptional situation. 

2.1.3 Last minute payment
When the customer books a last-minute tour, package or service what content a departure within 30 days then the entire payment must be paid at least 8 days before departure. The changes to the percentage amount are flexible and based on departure date and cancellation policies of third party service providers. Therefor we reserve to have the right to increase to a full payment.

* Please notes:
– It is the customers responsibility to pay at least 8 days before departure regardless of weekends and holidays. Friends Travel Limited Company reserves the right to cancel the tour if payment within 8 days before departure did not happen.
– Deposits are non-refundable

2.2 How to pay

Bank transfer and PayPal
Friends Travel Limited Company accept payments by bank transfer and PayPal in consultation. If you prefer to pay by bank transfer, please contact us in advance. 
Paying by bank transfer can cause additional costs, the customer will be held responsible during this process and will be charged for all additional incurred costs.

* Please note: 
– Friends Travel Limited Company must receive the net amount

Credit card Payments
We accept payment by credit cards online. For online secured payment, major cards including Visa, Master Card, American Express, and JCB Card are accepted. Please note that payment by credit cards will incur 3% administrative fee. 

There are three payment options by credit card:
1. Email
The customer will receive a payment link via email to payment provider one pay. 

* Please note: 
– This payment link can be sent by Friends Travel Limited Company or Biking Around Vietnam Company.

2. Website
Use the payment link in our website and follow further instructions.

3. At the office
Pay at the office through our POS system.
* We do not under any circumstances accept payments made by a third party. Full payment instruction will be sent to you by us when you confirm to go ahead. 

2.3 Your contract
Bookings are only valid for the dates and routings services specified by us and as listed on your service ticket.

A contract will exist as soon as payment confirmation is issued by the contract principal, either Friends Travel Limited Company or by a supplier. Any flight contract is between you and the airline – Friends Travel Limited Company is acting as an agent on behalf of these airlines. Friends Travel Limited Company offers only non-changeable and non-refundable flight tickets, unless agreed different.
Whilst Friends Travel Limited Company has no intention of making alterations or cancelling any travel arrangements made for clients, we reserve the right to substitute alternative transport or accommodation to ensure the completion of any itinerary or in the interest of all our guests’ safety and wellbeing. In the unlikely event that there are changes made to your travel arrangements both before or during you journey, Friends Travel Limited Company will attempt to inform you by email or whatsapp as soon as possible. Please note that we are not obliged to do this, nor are we obliged to provide compensation if travel arrangements are changed. If your booking is canceled, we first try to arrange another alternative in the same service level. If this is not possible we will do our utmost to ensure you receive a full and prompt refund. 
Friends Travel Limited Company reserves the right to decline any booking.

3. Changing or cancelling your booking

3.1 Changing your booking
If you wish to alter your booking arrangements, after payment confirmation has been issued we will endeavor to assist in making these changes to your booking. We will charge US$10 a person for changing or cancelation costs. If you notify us less than 30 days prior to the proposed departure date, we have right to refuse and do not refund deposit amount. You should note that it is not always possible to make certain requested amendments. In addition to any charge levied by Friends Travel Limited Company, the customer will be liable for any additional costs incurred by us or levied by a supplier.  

3.2 Cancelling your booking
Requests to cancel a booking must be made in writing by the client or emailed directly from the client’s own email account. Please note that full cancellation conditions as specified on your booking will apply and we cannot guarantee a refund. Friends Travel Limited Company reserves the right to apply additional administration fees to any refunds due.  

3.3 Cancellation Charges:
The following policies shall apply to all kind of service cancellations if you cancel your tour at a later stage: 
• above 60 days deposit is fixed non-refundable
• 60-30 days 75% refund of total costs deposit is fixed non-refundable
• 29-15 days 50% refund of total costs deposit is fixed non-refundable
• 14 days or less no refund
• No show/no written notice no refund 

The above penalties apply when the entire booking is cancelled and apply to all services including tour, transportation and accommodation arrangements. Cancellation of luxury cruise tours might charge 100% of total cost. 

You’d rather not think about all of the things that might go wrong on your trip, but these things can and do happen so therefor we strongly recommend our cancelation travel insurance. Please see chapter 11 ‘Travel insurance Friends Travel Vietnam’ for more information.
* Please note: 
– US30$ administration costs must be paid by default in case of change or cancellation 
– Deposits are non-refundable
– Numerous hotels in Vietnam insist on upfront deposits at the time of booking to secure rooms. These deposits are non-negotiable and are non-refundable if a booking is cancelled.
– Please note that in many cases domestic and international flights used within your itinerary often have to be issued well in advance of your departure. These are 100% non-refundable and will be in additional to the above losses. 
 – Some hotels and cruises do not operate under these conditions and have more restrictive cancellation conditions especially during high season. Friends Travel Limited Company has to pass these charges on to the client where relevant. 
 – Special conditions: Depending on airlines and suppliers cancellation policies, the above conditions may be modified without any notification.
 – If the cancellation is not for the entire booking (e.g. just one party member) those cancelling may be liable for any single occupancy costs applied to the other members of the original booking.
 – Any refund does not include visas, visa processing fees and travel insurance which shall be 100% forfeit in all cases.
Clients must have suitable travel insurance cover in order to provide cover for these charges in the event of cancellation or delay. Friends Travel Limited Company cannot be held responsible for any expenses arising from an unscheduled departure from any itinerary. Also, Friends Travel Limited Company cannot be held responsible for any force majeure as written in chapter 9.

No refund will be made for unused travel services or any portion thereof, nor is the price or value of unused travel services exchangeable for alternative arrangements. All air tickets are non-refundable, valid only for the flight and/or dates purchased and cannot be exchanged or transferred.

3.4 Refund procedure
If the refund has been approved, then it will take place through PayPal or by cash in our office. Final refunds can be settled directly in our office in Hanoi or with a maximum of 3 working days.

* Please note: 
– Refund by PayPal may incur additional costs such as currency and transactions fees, these costs are allocated   to the customer
– Refund by credit cards is not possible
– Refund by bank transfer is only possible if the payment has also been made by bank transfer
– Refund via website www.friendstravelvietnam.com is possible if the booking is booked directly via the website and only the amount that was booked via the website.

4. Trip notes
Please note, for each booked tour we inform the customer about important items you need to know. We do this so that you are well prepared during the booked tour. We use an app which you can easily download as a tool so that you can follow your journey from start till finish.

* Please note: 
– Our service ticket is always final as a booking is confirmed. Our travel app is only a tool.

5. Customers with Special Needs
It shall be the Customers responsibility to disclose to the Company, and prior to booking, any physical or mental conditions of a member of their party which may be relevant. The Company reserves the right to decline to provide the Tour for a person where, in the opinion of the Company, that Tour would be inconsistent with the special needs of that person.  No liability shall be attached to the Company for the provision of an unsuitable Tour, or for any person where that person special needs have not been disclosed at the time of booking.

6. 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 endeavors 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.  

In order to take care of your special food request we would like you to inform us by email in advance at your booking
If you are vegetarian, vegan or have food allergies or do not eat seafood or others we can cater to you. If you have very specific dietary needs, please discuss this at the time of booking, if we can’t cater you will be responsible to care about your own brought meals.

* Please note: 
– Special requests cannot be processed within 1 day of departure.

7. Additional travel essentials

7.1 Travel Insurance 
We strongly recommends all tour participants purchase a complete travel insurance including: our cancelation insurance (11. Travel insurance Friends Travel), medical, baggage and supplier default insurance to protect their travel plans.  

7.2 Health
Please check the health and medical requirements for the destinations you are visiting with your medical adviser and arrange any vaccinations and medical certificates prior to your departure.  

7.3 Visa and Passport
The responsibility for obtaining and carrying correct visas, passports and other travel documents remains with the client. Passports should be valid for at least 6 months beyond the date of your intended departure from Vietnam and hold sufficient pages for any visas, entry and exit stamps. 

Visa and health requirements frequently change, and it is advisable to recheck all requirements, close to your departure. It is your responsibility to ensure that you satisfy all applicable requirements in respect of passport, visa and health matters. Friends Travel Limited Company cannot be held liable if you fail to ensure this. 

8. Liability
We cannot be responsible for the safety and well-being of clients or their belongings. Whilst we shall provide all reasonable help and assistance it is imperative that you take out adequate travel insurance. If the customer destroys something or caused damage during a booked tour the incurred costs are for the customer self. During some tours the customer is obligated to sign separate liability contracts stating that we cannot be held responsible for any harm. In case of refusal to sign, access to the tour can be denied and any costs are not reimbursed. 

9. Force Majeure
At any time Friends Travel Limited Company may cancel, suspend, alter or withdraw a booking in the event or ‘Force Majeure’, in which case the client will be refunded money received by Friends Travel Limited Company, less any deductions for expenses incurred.
Friends Travel Limited Company cannot accept responsibility or pay any compensation for any loss, delay, cancellation or alteration of travel arrangements caused by circumstances that amount to ‘Force Majeure’. This may include war or threat of war, outbreak or threat of disease, denial of border entry for any undocumented reasons, industrial disputes, fire, extreme and adverse weather conditions, natural disaster, riots/civil strife, terrorist activity, decisions relating to foreign nationals made by the elected or de facto leaders of such areas; and such other circumstances beyond Friends Travel Vietnam’s reasonable control. In such circumstances we will do all possible to provide alternative necessary travel arrangements to ensure the safe passage for our clients. Any costs incurred are in addition to the original cost of the existing tour and it may be required for them to be paid in advance.

We strongly recommend taking our travel insurance together with the booked tour. For comprehensive information about what this insurance covers please check chapter 11 Travel insurance Friends Travel Vietnam.

10. Complaint
If you experience any problem during your tour with Friends Travel Limited Company, you must immediately inform us by our customer hotline which is listed above. This hotline is 24/7 available. There is always a way to report the complaint and therefor it must be happening within 4 hours so that we are able so solve the occurred problem immediately. 

If you are not satisfied with the solution offered, a comprehensive complaint can be sent to Sidney@friendstravelvietnam.com 
We only handle refund claims once received by email. The complaint will be handled with care and will be reviewed within three working days. However, we try to response quickly.

* Please note: 
– Friends Travel Limited Company only deal with complaints which were first reported via the hotline  

11. Travel insurance Friends Travel Vietnam
Friends Travel Limited Company offers a travel insurance where the customer is able to cancel the tour without obligation. If we need to cancel the tour due any force majeure then the customer will receive the paid amount back. The customer can cancel the tour anytime, without any reason at the latest 24hrs before the first departure time of the started tour or service. After 24hrs cancelation is excluded.

The following policies shall apply at the conclusion of the insurance:

• Pay 2% of the total tour sum and the customer will get a 65% refund on the total tour price including deposit booked with us.
• Pay 3% of the total tour sum and the customer will get a 100% refunded on the total tour price including deposit booked with us.  

Privacy Policy – GDPR of Friends Travel Vietnam V1.1 Sept 2018
 

How our Privacy Policy Statement applies to you?
Friends Travel Vietnam is committed to protecting your privacy and take this very seriously. This privacy policy explains how we use any personal information we collect about you when you contact us about our services.

You do not have to provide your personal information to us, but if you do not provide certain information we may be limited to provide some products and services to you. Where you refuse to provide mandatory travel information or allow us to disclose it tour suppliers as required to fulfil your request our travel partners will not be able to transport you or fulfil your travel booking. This Privacy Policy forms part of your contract with us for the travel and/or those products or services provided.

How we collect information about you?
We collect information about you when you register with us or make an enquiry for our products and services. We also collect information when you voluntarily complete customer surveys, provide feedback and participate in competitions or join our online social media events. When you provide data on behalf of other members of your party you must obtain their consent, and by providing this information it is taken that consent has been obtained.

How will we use the information about you?
We collect information about you in order to process your holiday booking and to ensure your travel arrangements run smoothly and meet your requirements. This will require us to pass the information on to relevant suppliers of your travel arrangements such as tour operators, airlines, hotels and transport companies. Your data will also be used in the event of resolving a complaint. If you agree the data collected will also be used to contact, you for marketing purposes about other products and services we think may be of interest.

Agreeing to our privacy policy allows us to use your personal information so that we can offer you all of our products and services. We endeavor to take appropriate technical and organizational measures, along with physical security measures within the office, to prevent unauthorized or unlawful processing of personal data and accidental loss or destruction of, or damage to, personal data. Liphook Travel will not share your information for marketing purposes with companies outside our organization. In processing your holiday booking, we may be required to provide details to public authorities such as customs, border control and immigration, if required by them or as required by law.

We may send your details outside the European Economic Area (EEA) e.g. if your holiday is outside the EEA and the hotel/airline needs to be advised of your details. Due to the global nature of the infrastructure of the internet please be aware that controls on data protection outside the EEA may not be as strict as in country of residence.

What sensitive data may we hold?
Sensitive personal data includes data about an individual’s health and religion and other categories of personal data which are closely protected. We do not generally collect this information from you (or those you are booking for) but where we do we seek to minimize the collection and use of it. Health questions may be required to arrange airport assistance etc. or to ensure the suitability or food diet restrictions of a particular holiday, the information provided will only be used for this purpose. Where your religion or health status could be inferred from meal preferences this information will only be used to fulfil your meal request.
Sensitive Data may also be required when completing Visa Applications to gain entry for Vietnam. This information will be required to fulfil the contract and obtain the necessary visa.
When Sensitive Data is required you agree that you have voluntarily provided the information to us and that you consent (and those you are booking for consent) for us to use that information to provide you with these products and services and supply the information to our suppliers (for example airlines).
In each case, you specifically consent (on your behalf and on behalf of those you are booking for) that we can use and transfer the required data outside your local country to anywhere in the world you are travelling to fulfil the process that you have requested. We need a valid copy passport and visa copy upon your arrival traveling with us, this as this is required for the Vietnamese Law as overnight stays registrations, VAT & tourism department administration.

CCTV
We operate CCTV in our office area. Video & sound recording is for security reasons only and data is destroyed after 6 months. The recording data would only be used where security has been compromised and photographic evidence will be of use. This photographic evidence will only be reviewed by employees of Friends Travel Vietnam and will only be shared on request with the security services under the Vietnamese LAW. 

Marketing
We would like to send you information about our products and services which may be of interest to you. If you have consented to receive marketing, you may opt out at a later date. You have a right at any time to stop us from contacting you for marketing purpose. If you no longer wish to be contacted for marketing purposes please unsubscribe when you receive an email.

How long do we retain data for?
We keep records for as long as required to manage bookings and provide the other relevant products or services anticipated by this Privacy Policy, including keeping you up to date with our marketing and where required to by law or for record purposes. Your personal data will be stored on out back office system TARSC for 7 years after your departure date and deleted on an annual basis after that. You can request for your data to be once it is no longer required for the booking process. Passport Information will be stored in our office safely. Your personal information will be treated with the utmost security.

Consent
By choosing to disclose your personal information to us on our website, by email, in person with a consultant or over the phone you consent to the collection, storage, processing and other use of your personal information by us in the manner set out in this Privacy Policy.

Our website
We own and operate www.friendstravelvietnam.com & www.bikingaroundvietnam.com where you can sign up to receive our marketing or promotions.
We may track cookies when you visit our website.

Access to your information and correction
You have the right to request a copy of the information that we hold about you. If you would like to receive a copy of some or all of the personal information, please email or write to us at the following address: sidney@friendstravelvietnam.com

Other websites
Our website contains links to other websites. This privacy policy only applies to Friends Travel Limited Company so when you link to other websites you should read their own privacy policies. We don’t control websites which we do not operate and are not responsible for their contents or use of them. Inclusion of these links to such websites does not imply any endorsement of the material on such websites.

Changes to our private policy
We keep our privacy policy under regular review and updates will be available on our web page. This privacy policy was last updated on 18 Sep 2018.