Terms and Conditions

These terms and conditions constitute an agreement between you and Travelmates. By using the site you accept these terms and conditions. The terms and conditions are subject to change at any time, and it is your responsibility to check these terms and conditions regularly in case there are any changes. Continuing to use the site after a change has been made is your acceptance of those changes.

In these Terms & Conditions, The word “Company” refers to Travelmates, or Travelmates.asia, a division of Khang Hung Group co ltd. “Customer” means you and the Customer ‘s means “your”, the person who agrees to buy the tour and/or any person on whose behalf you agree to purchase the package tours, day trips, flights, car rental and other travel services provided by Travelmates.

1/ Prices :

All rates shown on the website for tours, flights, train tickets, hotels and car rental are quoted in US dollars. Our team updates the rates according to the season and subject to availability. There will be special promotions during certain months of the year. Our sales consultants will advise The Customer of these promotions (if any) at the time of your request.

2/ Booking services with Travelmates :

Bookings can be made to our office by email: support@travelmates.asia or submit a form on Contact Travelmates page. We will reply to your enquiry within 24 hours. The booking will be processed as soon as we have received The Customer‘s confirmation and payment deposit as per instructions. 

3/ Deposit and Full payment :

We require a deposit payment of 50% at time of booking confirmation for package tours, cruises, car rental and other travel services to secure your booking .

Full payment will be required at least 5 days prior to departure date for the day trip bookings or packages without accommodation 

Full payment for packages with accommodation shall be made no later than 30 days prior to your arrival, or if the booking is made within 30 days of your arrival, full payment must be made upon the acknowledgement of your confirmation.

We require full prepayment for all flights, train tickets, invitation letters (for visa approval at the airport) and hotel reservations 

All payments shall be made either by telegraphic transfer ( Bank wire ) to our company account:

1/ If VAT tax invoice is required

USD Bank account number: 12310868

Account Name: CONG TY TNHH KHANG HUNG GROUP

Bank Name: Asia Commercial Bank (ACB)

BRANCH: ACB – TAY THANH BRANCH

Swiftcode: ASCBVNVX

 

1/ If VAT tax invoice is not required

Account Number/ Số Tài khoản: 0071001533355
Account Name/ Tên tài khoản (VND):: MA NGOC THANH
Name: JSC BANK FOR FOREIGN TRADE OF VIETNAM (VCB)/ Ngân hàng Ngoại Thương Việt Nam (VCB) Chi nhánh Tân Định TPHCM
Address: 198 Tran Quang Khai, Hanoi, Vietnam
Swift code: BFTVVNVX

Notes: In the meantime, we also accept payment by online Credit Card processing, or through our Paypal account for your convenience. Payment processing fees are to be covered by the payer. 

5/ Vouchers or confirmation letter:

Travelmates will issue the official confirmation letter and invoices to you as soon as the booked trip is confirmed and payment is completed. We do not issue vouchers. .

6/ Refund of Unused Services

No refunds or exchanges can be made in respect of accommodation, meals, sightseeing tours, transport or any other services which are included in the Tour price but not utilized by the Tour member.

7/ Changes made by The Customer

In case The Customer has to change the confirmed itinerary for certain reasons, we are happy to assist subject to the following fees and conditions:

• Domestic airfare: Minimum US$20/person plus the airlines fee.
• International airfare: Minimum US$30/person plus the airlines fee
• Domestic land arrangement: Minimum 40/person plus the supplier’s fee.
• International land arrangement: Minimum US$40/person plus supplier’s fee.

Where travel documents and tickets have been issued, your changes can be only made subject to the availability of the airlines and the supplier’s conditions at that time. Kindly be advised that you may not be allowed to change the outbound date of departure on discounted airfares. Please note, most discounted domestic airfares and air reservations for groups do not allow changes to be made to the date of departure for any pre-booked flights. Accommodation and cruises cannot be changed and revised within 7 working days prior to departure.

8/ Changes made by the Suppliers/Travelmates

Regrettably, amendments may sometimes be necessary and errors occasionally happen. We reserve the right to make changes or correct errors at any time both before and after our confirmation. Flight timings, aircraft types and routings, train schedules and cruises are subject to change for operational and technical reasons. If changes need to be made to your itinerary, we will inform you as soon as it is reasonably possible.

9/ Cancellation made by The Customer

For certain reasons, if The Customer has to cancel his booked tour/travel services with Travelmates, standard cancellation fees will be applied. 

• more than 45 days prior to your departure day : No charge
• between 30 and 44 days prior : deposit is forfeited
• between 11 and 20 days prior : 30% of the tour price is charged
• between 6 and 10 days prior : 50% of the tour price is charged
• 5 days prior : 100% of tour price is charged

10/ Force Majeure

If as a consequence of “Force Majeure” (as defined below), Travelmates is obliged to curtail, alter, extend or cancel the Tour, you shall not be at liberty to maintain a claim for compensation or otherwise for any loss arising as a consequence of said curtailment, alteration, extension or cancellation of the Tour.

“Force Majeur” means Acts of God, natural disasters, adverse weather conditions, fire or other destruction of any vessel, craft or vehicle to be used in connection with a holiday, destruction or damage to holiday accommodation, riots, acts of war, civil commotion, exercise of legislative or government action, municipal or military or other authority, strikes, industrial action, requisition of equipment, mechanical breakdown, shortage of fuel, insolvency or default of any carrier or service connected with the Tour, fraud perpetrated against Travelmates.

11/ Travel Documentations

All Customers must be in possession of a valid passport and necessary visas or permits at the commencement of travel. All such documentation is the sole responsibility of the client. Your travel advisor may assist you in applying for the necessary travel documentation upon request. Travelmates accepts no responsibility or liability whatsoever for the failure of clients to obtain appropriate documentation.

12/ Insurance

We strongly recommend you purchase valid  international travel insurance for your holiday. It is your responsibility to read your insurance policy before you travel and ensure that the insurance scheme provides you with the requisite level of cover.

13/ Luggage Allowance

In accordance with the regulations of Vietnam Airlines, the free baggage allowance within Vietnam is 20 kg for economy class and 40 kg for business class, plus limited carry-on luggage. Excess baggage charges are the sole responsibility of the client. Regulations within Vietnam specify that all suitcases must have a locking device attached. Failure to follow this regulation may result in refusal by airport staff to load suitcases onto the aircraft.

Baggage allowance for each airline is different so please check this inclusion carefully before issuing your ticket. 

14/ Liability

Travelmates is not responsible for any loss, injury or damage sustained by Customers. Additional expenses incurred due to delays, accidents, natural disaster, political actions and unrest must be borne by Customers.

15/ Complaints :

If you have a problem during your trip, it is a legal requirement that you bring it to the attention of the relevant suppliers (e.g. hotelier or airline) as soon as possible. We hope that any complaint which you may have can be handled amicably and efficiently. Our Operations staff are empowered to deal with complaints on the spot. However, where a complaint is not dealt with to the Customers’ satisfaction, Travelmates management can be reached at any time. You can contact our General Director by email at support@travelmates.asia or on our Customer Hotline: +84 387 28 8814 for a quick response.

Quote & Booking Request Template

We understand that speed of turnaround and accuracy are important to win the business so when requesting a group quote or booking, please ensure you provide the following information:

• Name of Travel agent, email and phone number
• Number of guests  
• Date of Travel  
• No. & type of rooms required (i.e. SGL/TWN/DBL or TPL)  
• Standard of accommodation required (i.e. 4 star, 5 star etc)
• Number of FOC’s required for group leader  
• Outline itinerary by day
• Desired inclusions (meals, entrance fees, tipping, porterage)
• Same Local Guide for whole trip or separate local guide in each city
• General information about the group (their background, wish list, or points of interest)  
• Special requirements (unique experiences, special arrangements or farewell dinner etc)
• Additional notes

Preferably, all travel services are prebooked as part of the main itinerary for the best availability of local guide resources. Optional tours on the ground should be kept to minimum.

For a group quote, please contact Travelmates support team at support@travelmates.asia or fill in the form on our Contact Travelmates page.

Child Policy

Child price is only applicable for one child accompanied by 2 Adults. Any additional child will be charged at Adult price. Children’s age is determined by their date of birth. 

• Children 11 years or older pay an adult rate.
• Children 3-10 years old pay 50% adult price sharing existing bed with parents. 
• Children 2 years or younger are free of charge, sharing an existing bed with parents, not taking any seats on the bus and the parents taking care of their own food and drink. 

Allotment and availability

Early booking is recommended to ensure availability of rooms and services for the group. Each reservation will come with a cut-off date set by the hotels. Any unutilized allotment after the release date will be automatically released back to the supplier. Any confirmed reservations after the cut-off date are subject to payment and penalty policies. 

Deposits

Deposit amount and timeline will be specified in each confirmation subject to terms and conditions of the airlines, accommodations and other suppliers. 

Generally, we require a deposit of at least 50% of the tour cost within 5 days of confirmation. We require proof of deposit payment before the deadline or the reservations will be automatically released. Deposits are non-refundable.

Final payment

Final payment is usually required at 60 days prior to departure if the package includes accommodation, cruises or air tickets. For touring only packages, final payment is required at least 30 days prior to departure. 

Bookings created within 30 days of departure require full payment at the time of booking. Travelmates reserves the right to cancel bookings without notice on expiry of the final due date and the deposit already paid is not refundable. Once cancelled booking reinstatement will be subject to any currency fluctuations, changes to charges and taxes that occur.

Please also note that any amended booking that is subsequently cancelled will be subject to the cancellation fee of either the original departure date at time of amendment or the subsequent date, whichever is the greater.

Cancellation Fees For Groups

Groups holding allotments at hotels require the full name list and confirmation before the cut-off date which is generally from 30 days to 60 days prior to arrival date depending on hotels. Air tickets are issued around 30 days prior to the tour departure. A general penalty charge will apply for cancellations as below: 

• Cancellations outside 60 days is the deposit
• Cancellations between 59 days and 30 days is 50% (or deposit whichever is greater), and
• Cancellations within 30 days will be at full cost. 

Travelmates will specify the cut-off dates for each group in our correspondence or when it is required to ticket the flights earlier than scheduled during peak seasons. Tickets once issued will incur fees for amendment or cancellations which will be passed on.