Cancellation and Refund Policies
If unexpected circumstances arise which affect your holiday plans, we will be happy to help with cancellation procedures and refunding your money. Below is Saigon travel’s General Cancellation Policy, if it doesn’t meet your needs, please contact us for further discussion. Once you cancel the services/travel products, you are committed not to use the booked travel products/services. Should you require changing the booking, re-booking procedure must be performed.
Our rates of refund are determined by the requirements of our suppliers and can be summarized as follows:
1. Hotel Cancellation:
+20 Days before requested arrival date: there is a charge of 7% of the amount paid for administration and banking.
+14 – 8 Days before requested arrival date: the charge is 20% for administration and banking.
+ 7 – 3 Days before requested arrival date: the cancellation fee is the cost for 1 night per room
+ 2 – 0 Days before requested arrival date: the cancellation fee is all you paid when booking.
NOTE: The above rates are valid for all hotels offered at Saigon Travel, unless otherwise stated by the Online Agent upon confirmation of the booking or in the High/ Peak tourist season for Viet Nam as specified below. Many hotels have a cancellation policy that is different from the General Refund Policy posted here. Shorten-up amendment for accommodation booking is considered to be cancellation for the cut-short days. No refund for early check-out. If there is the possibility of cancellation, please ensure you clarify the refund policy with the Online Agent in advance.
High/ Peak Tourist Seasons: Notes on the Cancellation Policy for Vietnam Hotels
High Season (Viet Nam):
Period: January 16 – April 30 and November 1 – December 15 for all destinations
+30 days prior to check-in: the cancellation fee will be 10% of the total price to cover the cost of handling and banking.
29 – 20 days prior to check-in: the cancellation fee will be the cost of the room(s) for Two night plus the handling and banking charges of 7% of the total cost.
19 days (or less) prior to check-in: the cancellation fee is 100% the total cost.
– If you fail to arrive or check out early: no refund will be made.
– Changes to booking details need to be made not less than 10 working days* prior to the check-in date (in case of emergency contact us directly).
We will not be responsible for any (additional) charges incurred after cancellations or changes to booking details unless you receive confirmation from us.
Peak Season (Viet Nam):
Period: December 15 – January 15 / Festival and Holiday period for all destinations.
+45 Days before requested arrival date: the cancellation fee will be 7% of the total price to cover the cost of handling and banking.
45 – 30 days prior to check in: the cancellation fee is the cost of the room(s) for TWO nights plus the handling and banking charge of 7% of the total cost.
30 days (or less) prior to check in: No refund will be made
– Changes to booking details need to be made no less then 18 days prior to check-in date (in case of emergency contact us directly).
We will not be responsible for any (additional) charges incurred after cancellations or changes to bookings unless you have confirmation from us.
No refunds are made if you fail to arrive or check out early. (Considered as cancellation without the required advance notice)
2. Cruise Cancellation:
+90 Days before requested arrival date: there is a charge of 15% of the amount paid for administration and banking.
89 – 70 Days before requested arrival date: the charge is 20% for administration and banking.
69 – 49 Days before requested arrival date: the cancellation fee is the cost for 1 night per cabin
48 – arrival: Days before requested arrival date: the cancellation fee is all you paid when booking.
– Changes to booking details need to be made not less than 7 working days* prior to the check-in date (in case of emergency contact us directly).
We will not be responsible for any (additional) charges incurred after cancellations or changes to booking details unless you receive confirmation from us.
High/ Peak Tourist Seasons: Notes on the Cancellation Policy for Viet Nam Cruises
Period: January 16 – April 30 and November 1 – December 15 for all destinations Peak seasons: December 16 – January 15
+45 days prior to check-in: the cancellation fee will be 10% of the total price to cover the cost of handling and banking.
30 – 14 days prior to check-in: the cancellation fee will be the cost of the cabin for 1 nights per cabin plus the handling and banking charges of 7% of the total cost.
14 days (or less) prior to check-in: the cancellation fee is 100% total cost of the whole booking
– If you fail to arrive or check out early: no refund will be made.
– Changes to booking details need to be made not less than 14 working days* prior to the check-in date (in case of emergency contact us directly).
We will not be responsible for any (additional) charges incurred after cancellations or changes to booking details unless you receive confirmation from us.
Charter Cruise Cancellation for destinations and seasons in Vietnam:
+45 days prior to check-in: the cancellation fee will be 30 % of the total price to cover the cost of handling and banking.
45 – 30 days prior to check-in: the cancellation fee will be 70 % of the total cost of the whole booking.
30 days (or less) prior to check-in: the cancellation fee is 100% the total cost of the whole booking.
– If you fail to arrive or check out early: no refund will be made.
– Changes to booking details need to be made not less than 24 working days* prior to the check-in date (in case of emergency contact us directly).
We will not be responsible for any (additional) charges incurred after cancellations or changes to booking details unless you receive confirmation from us.
3. Tour Cancellation:
+60 Days before the trip starts: there is 15% banking and handling charge.
59 – 30 days: 50% will be charged
29 – 14 days: 70% will be charged
Less than 14 days: Full charged.
4. Free and easy tour cancellation:
+45 Days before the trip starts: there is 15% banking and handling charge.
+ 15 – 45 days: 50% will be refunded.
Less than 14 days: No refund.
5. Train Fare Cancellation:
Train fares are non-refundable. We may be able to help you change your ticket schedule 12 hours or more before departure if you phone us (we need 24 hours by email or fax on weekdays; 48 hours at weekends).
However, depending upon the type of ticket booking, the time of year, and the reason for cancellation. Below are the rules for cancellation & refund after the tickets have been issued:
• 40% cost of ticket will be charged in case of cancellation or amendment after 15 days departure.
• 50% cost of ticket will be charged in case of cancellation or amendment from 4 – 14 days before departure.
• 100% cost of ticket will be charged in case of cancellation or amendment within 3 before departure.
=> About the tourist train from Hanoi to Sapa and vice versa ,The train ticket is non-refundable in any case.
We reserves the rights to cancel your booking with a prior notice. In such case, a full refund of 100% will be credited to your account.
6. Air Fare Cancellation:
Air Fare cancellation policy and charge is determined by each individual airline’s policy. Please let us know as soon as you can via email or phone, if you would like to change your schedule. We will try our best to help you with cancellation or re-booking. you have to cover for the higher fares if any and 5% handling fee.
7. Visa Application Service Cancellation:
Visa application service fee is not refundable either the visa(s) is/are issued or refused.
The Vietnam Immigration Department runs a no-refund policy on all Vietnam Visa as they charge for work done and not per granted visa, it is therefore important that should you wish to cancel your visa application with Saigon travel , contact us immediately to prevent any unnecessary cost being incurred. Once your visa application status is put under “Successfully paid or “Under processing” or an Approval letter has been issued by the Immigration Department we are unable to reimburse you the fee.
It is imperative that you supply us with all the correct information required for your requested visa at the time of your intended departure. Saigon.travel cannot be held responsible for any visa granted incorrectly or refused entry due to incorrect visa information. Though every effort will be made on our part to correct any visa issues prior to departure, no refund will be given by us in the event of false or incorrect information being supplied at the time of issue. We strongly recommend that you check your visa confirmation letter against your passport and personal information prior to departure.
This visa is applicable to air travel only, so by applying through our website, you agree that you will fly to Vietnam in order to get your visa stamped. We will not refund in case you DO NOT enter Vietnam by air once your visa is approved.
Only written cancellation notices (e-mail or fax) will be accepted for authentication reasons.
The refund will be made through bank transfer or through your credit card, depending on your original method of payment. Additionally, although Saigon.travel will instruct the bank to handle the crediting process as soon as notification of cancellation is received, it could take from 4 to 6 weeks for the actual crediting to take place, depending on your Bank’s practice
