Cancellation and Refund Policy

Each tour has its own cancellation and refund policy, which will be outlined in the terms and conditions of each specific program. Alternatively, customers can request detailed advice from our staff.

However, you may refer to our general cancellation policies below:

  • Any changes to bookings must be communicated to the tour coordinator as per the terms of the travel contract.
  • Cancellation fees apply to all bookings. Fees may reach up to 100% of the total booking value, regardless of whether the tour has commenced or not. Changes or reissuing tickets and accommodations may also incur fees.
  • Our cancellation and refund policy is based on supplier policies, including airlines, hotels, restaurants, insurance companies, and other service providers (e.g., transportation). Once a booking request is submitted, any changes or cancellations must be approved by the relevant suppliers. The customer is responsible for paying any applicable fees associated with changes or cancellations imposed by the suppliers. Additionally, customers may incur charges for services rendered by Travel One during the booking process.
  • Airlines, hotels, insurance companies, and transportation providers may have their own cancellation and refund policies. In the event of discrepancies between the general policy outlined here and the specific policies of each supplier, the supplier's policy will take precedence for the respective booking.

SERVICE CANCELLATION AND REFUND PROCEDURE

  • All cancellations must be submitted in writing and received by email or fax. Travel One does not accept cancellations via phone calls.
  • Travel One is not responsible for any cancellation requests not received and confirmed. In such cases, cancellation or no-show fees will apply.

COMPLAINTS AND COMPENSATION CLAIMS

If you have a complaint during your tour, you must first notify the tour leader to resolve the issue as soon as possible. If unsatisfied, you may contact a Travel One representative while on the tour. If the issue remains unresolved, you must send your complaint to info@travelone.vn within 30 days of the tour’s conclusion. Travel One will not be held responsible for complaints received after this period.