These Terms & Conditions apply to the use of hathanhtravelmate.com and to tours, cruises and other travel services booked with Ha Thanh Travelmate (“we”, “us” or “our”). Please read them before making a booking.
1. Which Terms Apply
These Terms apply together with the itinerary, inclusions, exclusions and specific policies provided for your chosen service before you book. Service-specific payment and customer-cancellation conditions take priority over the corresponding general conditions on this page. The general customer-cancellation policy below applies only when no specific policy has been provided. Our full-refund commitment for cancellation by us or the operator before the service starts is set out in Section 7.
No provision in these Terms limits any rights or remedies that cannot be excluded under applicable law.
2. Bookings and Confirmation
You can book through our website or contact our team directly. Please provide accurate contact details and passenger information, and check your travel dates, service selection and guest numbers before paying. If booking for others, please share the applicable terms with them.
An automated payment email confirms that payment has been received. It is not final confirmation that the booked services are available. Your booking is confirmed when our team sends you written service confirmation.
Our team will respond within one business day with confirmation or a booking update. Business days are Monday to Friday, excluding public holidays in Vietnam.
If we cannot confirm the service you paid for, we will offer an alternative for your approval or a full refund for the unavailable service. You do not have to accept an alternative or an increased price.
3. Prices and Currency
Prices are generally quoted per person unless stated otherwise. Only the services listed as included on the product page or in your quotation are included in the price. Optional services and personal expenses are charged separately.
Our website may display prices in different currencies. Online card payments are charged in Vietnamese Dong (VND). The exchange rate used, final VND amount and any payment fee charged by us are shown before you pay. Your bank or card issuer may apply its own exchange rate or fees.
Prices may change before full payment or written booking confirmation. Once we have received full payment or issued written booking confirmation, whichever comes first, the agreed price will not change unless you request or agree to a change.
4. Payment
Full payment is normally required when booking. In special cases, such as package tours or large groups, we may agree in writing to accept a deposit of 30%–50% of the total booking price. The remaining balance must be paid no later than 48 hours (2 days) before departure. Bookings made within that period require full payment.
Online card payments are processed through OnePAY, our online payment gateway. We recommend paying through our website so that the payment is recorded against your booking.
The following methods may also be arranged with our team:
- In-person card payment through a POS terminal in Hanoi.
- Bank transfer to the account details we provide.
- Cash payment in VND at our Hanoi office or your hotel, by prior arrangement.
For an offline payment, please obtain written instructions confirming the amount, currency and payment method before paying. Any fee charged by us will be disclosed in advance.
5. Changes Requested by You
Please contact us as early as possible if you need to change your booking. Changes depend on availability and may involve price differences or supplier charges. Some changes may be treated as cancellation and rebooking under the applicable service policy.
We will explain any charges and obtain your agreement before making a change. A change takes effect only when we confirm it in writing.
6. Cancellation by You
The cancellation policy provided for your chosen service before booking applies first. If no specific policy has been provided, the following general policy applies:
| Notice received before the scheduled service start | Cancellation charge |
|---|---|
| More than 30 days | 0% |
| More than 15 days, up to and including 30 days | 10% |
| More than 7 days, up to and including 15 days | 50% |
| More than 2 days, up to and including 7 days | 75% |
| 2 days or less, or failure to attend | 100% |
Charges are calculated against the total price of the cancelled service, not only the deposit paid.
Send cancellation requests by email to sales@hathanhtravelmate.com, including your booking reference. For urgent requests, please also contact us by phone or WhatsApp. Notice is calculated from when we receive your written cancellation request until the scheduled start of the affected service, using Vietnam time (UTC+7). One day means 24 hours.
We will acknowledge your cancellation in writing. Where possible, we will work with the service provider to reduce cancellation charges. Any exception must be confirmed by us in writing.
7. Changes or Cancellation by Us or the Operator
Weather, government restrictions, natural disasters or other circumstances beyond reasonable control may affect an itinerary or prevent a service from operating. Safety instructions and decisions by the relevant authorities must be followed.
Where changes are necessary, we will inform you as soon as reasonably possible and explain the available arrangements. If a material change affects the service you booked, we will discuss alternatives and the applicable refund options with you.
If we or the operator cancel a service before it starts, you will receive a full refund for that cancelled service unless you choose an alternative arrangement. This includes all money we collected for that service and any payment fee we charged for it.
If a service is interrupted after it starts, any specific interruption or weather policy provided before booking applies. Where no such policy has been provided, the refund will reflect the part that could not be delivered. We will explain the calculation, taking account of services already provided.
Customer cancellation charges do not apply when we or the operator cancel the service.
8. Refunds and Unused Services
When a refund is due, we will confirm the amount and arrange its return. Card payments will normally be refunded to the original payment method. If that is not possible, or you paid by another method, we will agree a suitable alternative with you.
For a customer cancellation, we deduct the applicable cancellation charge from the amount paid. If the charge equals or exceeds the amount paid, no refund is due. Any charge or deduction must have been disclosed in the booking conditions and must comply with applicable law. We will explain the calculation.
When a full refund is due because we cannot confirm a paid service or because we or the operator cancel it before it starts, it includes all money we collected for that service, including any payment fee we charged for it. Fees charged separately by your own bank or card issuer, and exchange-rate differences on your account, are controlled by that institution.
We will provide an estimated processing time when arranging the refund. The time taken for the money to reach your account depends on the bank or payment provider. Refund rights are not lost because you paid outside OnePAY.
Services you choose not to use, or miss for personal reasons, are not refundable unless the applicable policy or law provides otherwise. This does not apply to services that we or the operator fail to provide.
9. Special Requests and Travel Responsibilities
Tell us about dietary requirements, accessibility needs, medical conditions relevant to participation or other special requests before booking. You can include details in the Special Requests field or contact our team. We will check what can be arranged, but a request is guaranteed only when expressly confirmed in writing.
You are responsible for having the travel documents, visas and personal travel insurance needed for your trip and booked activities. Any insurance included in a particular service will be stated in its inclusions.
Please follow the guide’s and operator’s safety instructions and arrive at the confirmed meeting point on time. Children must be accompanied and supervised by a responsible adult.
10. Responsibility and Liability
Some services are operated by independent suppliers, including tour operators, cruise companies, hotels and transport providers. When we arrange a service operated by another supplier, that supplier is responsible for operating the service and for loss, injury or damage arising from its acts or omissions, under the applicable service conditions and law.
To the extent permitted by applicable law, Ha Thanh Travelmate is not liable for loss, injury, damage or delays caused by independent suppliers or circumstances beyond our reasonable control, including accidents, natural disasters, government action or political unrest.
This does not exclude responsibility for our own booking or arrangement errors, affect the refund commitments in Sections 7 and 8, or limit any liability that cannot lawfully be excluded or limited.
11. Personal Information and Promotional Images
We use the information needed to process your booking, arrange services, contact you and meet legal obligations. Necessary details may be shared with the service providers involved in your booking, in accordance with applicable data protection law.
During tours, we or the operator may take photos or videos for promotional use. If you do not want your image used, please tell us before the tour or tell your guide at the start. Unless you object, we will assume you agree to such promotional use, where permitted by applicable law. Where express consent is required by law, including the required consent relating to children, it must be obtained before promotional use. Declining promotional use does not affect your booking.
To withdraw permission or request removal of an image, contact sales@hathanhtravelmate.com. We will stop further promotional use and handle removal requests in accordance with applicable law.
12. Website Content and Access
Website content, including text, images, logos and design, is protected by intellectual property rights. You may use it for personal travel planning. Reproduction or commercial use requires permission from the relevant rights holder unless permitted by law.
We may restrict website access to address fraud, unlawful activity, misuse or security threats. This does not remove our obligations relating to valid bookings or refunds.
13. Complaints and Disputes
If a problem occurs during your trip, tell your guide or service provider promptly so that it can be addressed. If it remains unresolved, contact us with your booking reference, a description of the issue and any supporting information. We will investigate with the parties involved and explain the proposed resolution.
These Terms are governed by the laws of Vietnam. We will first try to resolve disputes through discussion. If no agreement is reached, a dispute may be referred to the competent courts of Vietnam, subject to any mandatory rights or jurisdiction rules under applicable law.
14. Updates to These Terms
We may update these Terms for future bookings. The version and service-specific conditions accepted for your booking continue to apply unless we both agree otherwise or a change is required by law.
If a provision is invalid or unenforceable, the remaining provisions continue to apply. Not enforcing a provision on one occasion does not waive the right to enforce it later.
These Terms, together with the service details and any written arrangements agreed for your booking, form the terms of that booking.
15. Contact Us
Ha Thanh Travelmate
Address: 41 Luong Van Can Street, Hanoi, Vietnam
Phone / WhatsApp: +84 911 029 055
Email: sales@hathanhtravelmate.com
Website: https://hathanhtravelmate.com/