GENERAL SALES TERMS

The general sales terms and conditions described below form an integral part of any service contract concluded between a client natural, or legal person (commonly referred to below as “The Customer”), and Splendor Vietnam Tourism Joint Stock Company (hereinafter referred to as “Splendor Vietnam Tourism”). The conclusion by the customer of a contract, whether written or verbal, with Splendor Vietnam Tourism implies that the customer has read, understood and accepted the content of these sales terms and conditions.

Splendor Vietnam Tourism undertakes to provide for the customer all the services expressly listed in the travel program agreed with the customer. Splendor Vietnam Tourism is willing to provide, subject to availability, additional services, that is to say, not included in the program if the customer has the request, if applicable, a supplement.

The proposed quotation is valid for the duration specified by Splendor Vietnam Tourism in the quotation, on the invoice or any other document distributed to the customer.

During the period of their validity, these rates can only be readjusted in the case of hardship, that is to say the case where, due to an unforeseeable change in the environment of the contract (significant fluctuation of the exchange rate, newly promulgated tax, VAT increase, significant increase in the price of transport…), Splendor Vietnam Tourism cannot correctly realize the travel program at the initial rates.

In these cases, Splendor Vietnam Tourism will send a request to readjust the rate to the customer who can either accept or refuse it. In case of refusal by the customer, Splendor Vietnam reserves the right to cancel the program, and refund the customer the deposit he had paid, minus bank charges.

If the customer wishes to order, he must confirm his agreement to the travel consultant in charge of his case, specifying the proposal for a travel program that suits him. He will be asked to complete a booking form and return it to Splendor Vietnam Tourism.

Splendor Vietnam Tourism then reserves all the services in the program and reserves the right to propose equivalent alternatives in case of unavailability of one or more services (accommodations, domestic flights, train, transport…).

Once all bookings have been made, the final travel program will be sent to the client. Then the customer has to pay Splendor Vietnam Tourism a deposit equal to 30% of the total price of the trip, unless otherwise indicated by the travel consultant in charge of this case.

Occasionally, the payment of a larger deposit may be required for late booking or peak season, depending on the particular requests of certain hotels or airlines.

Unless otherwise agreed with Splendor Vietnam Tourism, any failure to pay the deposit within 15 days after receipt of the final program by the customer may result in the cancellation of all services booked. The order will then be considered cancelled by the customer and the provisions mentioned in paragraph 7.a. will apply.

Unless otherwise specified by Splendor Vietnam Tourism, the customer must pay the balance of the trip at the beginning of the trip.

The customer can nevertheless, if he wishes, make the payment at least 2 weeks before the beginning of the trip.

In case of non-fulfillment of the obligation of the balance payment under the aforementioned conditions, the order will be deemed to be cancelled by the customer and the provisions mentioned in paragraph 7.a. will apply.

 a. Changes by client

The client may request changing his order anytime. This modification may generate possible expenses. Splendor Vietnam Tourism is required to meet this type of demand with the largest diligence, within the limits of the availability of services required.

Deferral of arrival date is considered a modification.

Reduction of the number of participants is not considered a modification. It will penalty cancellation for participants who unsubscribed as well as a re-evaluation rates for remaining participants.

b. Changes by Splendor Vietnam Tourism

Splendor Vietnam Tourism reserves the right to change services provided in the final travel program in the following circumstances:

  • Modification is justified following an event of force majeure. It is an unforeseeable event inevitable; irresistible that makes the trip impossible or dangerous for the customer such as war, threat of war, riots, natural disaster, nuclear, fire, looting, terrorist activity, bad weather, epidemic, quarantine or any similar event.
  • The modification is essential to ensure the safety of the customer and/or the quality of the trip.

In both cases, any additional costs will be borne by travelers.

The modification is related to other factors beyond the control of Splendor Vietnam Tourism (example: bankruptcy of a provider, overbooking of a provider, delays of air flight…) leading to choose other accommodations or other activities than those planned. Splendor Vietnam Tourism will inform the customer as soon as possible of any changes. In case of change, Splendor Vietnam Tourism will offer services of an equivalent or similar level if available. If the service is of lower quality, Splendor Vietnam Tourism will offer a refund of the price difference.

In all three cases of modification, the customer cannot reclaim compensation.

a. Cancellation by the customer

Yes, you can cancel your trip at any time but will have to pay penalties in the amount of:

  • 5% of the total trip price if the cancellation reaches Splendor Vietnam within 45 days or more before the trip begins.
  • 10% of the total trip price if the cancellation reaches Splendor Vietnam within 45 days before the trip begins.
  • In case of cancellation of the trip that has been postponed, the penalties are 10% of the total trip price regardless the cancellation period.
  • If you cancel a trip that requires a higher deposit payment, you must pay penalties equal to 50% of the total trip price.
  • If the cancellation is made prior to the deposit payment, an invoice is sent to you which is required to pay the penalties according to the conditions mentioned above, also indicated on the final quotation.
  • If the cancellation is made subsequently to the deposit payment, Splendor Vietnam Tourism charges the penalty amount on the deposit paid and refunds you the remaining amount, if applicable, by bank transfer. You are responsible of all bank charges.

b. Cancellation by Splendor Vietnam Tourism

  • Splendor Vietnam Tourism reserves the right to cancel the trip, whole or in part in case of event of force majeure. It is an unforeseeable event inevitable; irresistible that makes the trip impossible or dangerous for the customer such as war, threat of war, riots, natural disaster, nuclear, fire, looting, terrorist activity, bad weather, epidemic, quarantine or any similar event.

In all these cases, Splendor Vietnam Tourism will try to reimburse the customer the rate net (if applicable) of additional costs incurred by this new situation, cancellation fee charged by hotels, airlines or any other service providers, and finally the bank charges. But the customer will not in any case claim indemnity.

Before embarking on a journey, it is the client’s responsibility to ensure that he/she meets the requirement in terms of:

  • Passport (minimum validity of 6 months after return, at least two blank pages…)
  • Fitness, vaccinations, preventive treatments…
  • Visa (if required by the country)

Splendor Vietnam Tourism can, on request, assist the customer in the process of obtaining his visa.

Any person who participates in a tour operated by Splendor Vietnam Tourism must subscribe to an international travel insurance covering at least the medical expenses and repatriation, injuries, accidents, death, personal responsibility. The customer must communicate to Splendor Vietnam the contact information of the insurer and the number of insurance policy before the beginning of the trip. The insurance coverage offered by credit card companies or reciprocal medical coverage agreement are not often comprehensive.

During the trip, the customer must comply with the rules announced by the guide or any other agent of Splendor Vietnam Tourism. These are rules to ensure the safety of the customer and the quality of the trip. Splendor Vietnam Tourism engage to provide onsite any required and useful assistance in favor of the customer in the case where occurs incident covered by insurance and in particular to attend the customer in the administrative formalities with local authorities and the insurer.

Splendor Vietnam Tourism engages to provide the customer with all the services agreed with the latter and included in the travel program.

Any activity that is not part of the travel program or any violation of the law of the host country by the customer is not the responsibility of Splendor Vietnam Tourism. Any cancellation of the travel program as a result of legal dispute will deprive the customer of any right to reimbursement from Splendor Vietnam Tourism.

Splendor Vietnam Tourism is responsible to the customer as an intermediary between the latter and the various service providers (airlines, hotels, carriers, restaurants, boats…) and must as such ensure a certain quality services, but Splendor Vietnam cannot be confused with these various providers, who in any case retain their own responsibility.

The schedules of the flights contracted in the program are subject to modification by the airlines, before or after the date of beginning of the trip, independently of Splendor Vietnam Tourism. In such cases, Splendor Vietnam Tourism engages to do its best to arrange the travel program but cannot be held responsible if the new schedules defined by the airlines are less adequate than those originally scheduled.

Splendor Vietnam Tourism cannot under any circumstances be held responsible for an event that falls under a case of force majeure.

Splendor Vietnam Tourism can assist the customer, as an intermediary, in the purchase of international flights but Splendor Vietnam Tourism cannot be confused with the ticket agents who work independently and act on their own behalf. Any incident involving the purchase of flights with ticket agents will be subject to the law and must be processed between the customer and the ticket agent.

Splendor Vietnam Tourism does not reimburse the services included in the travel program but not used by the client.

If the trip is interrupted for health reasons, Splendor Vietnam Tourism will do its best to get a partial or full refund of canceled services. However, some providers do not reimburse last minute cancellations, hence the need to subscribe to a travel insurance.

Any complaint relating to the realization of one of the services included in the program must be sent, in writing, to Splendor Vietnam Tourism within a maximum period of 20 days from the end of the trip.

However, since most issues can be resolved quickly if Splendor Vietnam Tourism becomes aware of this, any dispute between the customer and Splendor Vietnam Tourism must be settled on a priority basis through friendly negotiation.

In case Splendor Vietnam Tourism decides to pay compensatory allowances to the customer, they cannot in any case exceed the price of out-of-air travel billed by Splendor Vietnam Tourism. This case only applies if the entire trip has gone wrong and the customer has not received any satisfaction.

In all other cases, Splendor Vietnam Tourism reserves the right to offer or not compensation in its sole discretion.

If no amicable solution is found, the state court of the place of performance of the contract will be considered competent to settle the dispute.

Splendor Vietnam Tourism accepts payments in Vietnam Dong, Euro, and USD…

a. Secured online payment

The customer can pay by credit card via a secured online payment system, with 3% bank fees (for Visa, Master…) or 4% bank fees (for AMEX cards) at his expense.

As this payment method is still in Vietnam Dong, the amount to be paid will be converted to Vietnamese Dong according to the exchange rate of the Vietcombank closest to the date of payment if the quote is made in Euros or dollars.

b. Bank transfer

The customer can also pay by bank transfer. The bank details of Splendor Vietnam Tourism will be communicated to the customer upon conclusion of the service contract. Bank charges, determined by the client’s bank and Splendor Vietnam Tourism, are the responsibility of the client.

c. POS

Payment by credit card via an electronic payment terminal is more commonly known as “card machine”, is only possible for the settlement of the balance of the trip. The following credit cards are accepted: Visa, MasterCard, American Express, JCB and Diners Club. Payment is made at Splendor Vietnam Tourism office, subject to bank charges payable by the customer. Unless otherwise specified by Splendor Vietnam Tourism, these fees are 2% of the amount payable for Visa and MasterCard, 4% for American Express, and 3.3% for JCB and Diners Club.

As this payment method is still in Vietnam Dong, the amount to be paid will be converted to Vietnamese Dong according to the exchange rate of the Vietcombank closest to the date of payment if the quote is made in Euros or dollars.

d. Cash

Payments in cash are made to the Splendor Vietnam Tourism or directly to its agents upon presentation of a stamped invoice.

Unlike other modes, the cash payment does not entail any costs.