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  2. Tour Booking Guidelines

Tour Booking Guidelines

Tour Booking Guidelines

I. TOUR BOOKING AND PAYMENT PROCESS AT UNITOURIST

I. For Individual Guests Joining Group Tours:

  1. In-Person Booking at UNITOURIST Office

Step 1: Select the tour you wish to register for.

Step 2: Visit the UNITOURIST office located at 8A/11D1 Thái Văn Lung, Ben Nghe Ward, District 1, Ho Chi Minh City, Vietnam.

Step 3: Choose your tour and departure date; UNITOURIST staff will reserve your tickets in the system.

Step 4: Pay a deposit of 50% and the remaining 50% at least 7 days prior to departure. Upon receiving your deposit, our staff will send you a tour service confirmation voucher.

Step 5: Provide complete information (full name, date of birth, ID number) of all participants to the UNITOURIST staff.

  1. Online Booking via Phone

Step 1: After finalizing your chosen service with the sales department, our customer service team will proceed with the booking and payment process, which includes the following steps: (Services offered: Tours, hotels, flights, transportation, visas, passports, etc.)

Step 2: Transfer a deposit of 50% to the following account:

Account Holder: UNITOURIST TRAVEL SERVICE CO., LTD.
Bank: Asia Commercial Bank (ACB) – Hai Ba Trung Branch, Ho Chi Minh City
Account Number: 849848

Note:

  • When making the transfer, please clearly state the transfer details as follows: Full Name _ Phone Number _ Tour Name
  • After transferring, kindly inform our customer service representative to confirm the transaction. You will receive confirmation via email or phone.
  • Step 3: Once the deposit is received, our accounting department will contact you to send the confirmation voucher via email, Zalo, or Facebook.

II. Group Bookings

Methodology:

  • Step 1: Our staff will deliver documents directly to your location via courier or send scanned copies or faxes via email (for urgent cases or remote locations, the original documents will be completed shortly thereafter).
  • Step 2: Confirm the details, sign the contract, acknowledge receipt, and sign any contract appendices (if applicable).
  • Step 3: Return one signed copy of the service contract, which should include:
    • One copy of the service contract
    • One copy of any appendices (if applicable)
    • One receipt
  • Step 4: Please proceed with payment according to the terms outlined in the contract.

Deposits (1st, 2nd, etc.): A mandatory requirement; without this, the service tickets or contract will be deemed invalid. The deposit amount and the number of installments will be specified in the contract.

For Group Tours:

  • 50% deposit: Due upon signing the contract.
  • 30% payment: Due 10 working days before the departure date.
  • Remaining 20%: Due 3 working days before the departure date.
  • If the contract is signed less than 10 working days before the departure date, please pay 80% of the contract’s value.

For Other Services: (hotels, flights, transportation, visas, passports, etc.)

  • 100% payment is required upon signing the contract!

Contract Settlement: For group tours: After the completion of the tour program, within 3 working days, UNITOURIST will send you two copies of the contract settlement, reflecting any actual expenses incurred during the tour. You will confirm and return one copy to UNITOURIST along with payment of any remaining balance as per the contract. Upon full payment, the contract will be deemed complete.

II. TICKET CANCELLATION AND SERVICE CANCELLATION FEES

Cancellation by UNITOURIST: If UNITOURIST is unable to fulfill the travel/service, we will promptly inform customers and refund the full amount paid within 3 days of officially notifying the cancellation. Refunds will be processed via cash or bank transfer.

Cancellation by Customers: If you can no longer utilize the service/tour, you must notify the company. Please bring your tour/service registration receipt and payment receipt to the UNITOURIST office to initiate the cancellation/transfer process.

Service/Tour Transfers/Changes: The company will assess the actual circumstances to determine any fees and provide reasonable support to customers.

Cancellation Fees: Customers are responsible for any cancellation fees as stipulated by UNITOURIST, along with any banking fees associated with online payments.

1. DOMESTIC MARKET

Regular Tours

  • Immediately after the deposit or payment, or up to 30 days prior to departure: cancellation fee is 20% of the tour price + 100% of the airfare.
  • Cancellation 15 days before the departure date: cancellation fee is 50% of the tour price + 100% of the airfare.
  • Cancellation 7 days before the departure date: cancellation fee is 70% of the tour price + 100% of the airfare.
  • Cancellation 5 days before the departure date: cancellation fee is 100% of the tour price + 100% of the airfare.
  • In cases where the client arrives late for departure, this will be regarded as a cancellation 5 days prior to departure.
  • Due to the nature of group tours with individual participants, Unitourist Travel Company will accept registrations only if the group reaches a minimum of 10 adults; in this case, the tour will proceed as scheduled. If the number of participants is below 10, the company is obligated to notify clients at least 3 days before departure and will negotiate a new departure date or refund the entire deposit.
  • Cancellations must be communicated directly to the company or via fax, email, or text message, and must be confirmed by the company. Cancellations via telephone will not be accepted.
  • Dates for deposit, payment, cancellation, and rescheduling are not counted on Saturdays and Sundays.

Holiday Tours

  • Immediately after the deposit or payment, or up to 30 days prior to departure: cancellation fee is 35% of the tour price + 100% of the airfare.
  • Cancellation 15 days before the departure date: cancellation fee is 50% of the tour price + 100% of the airfare.
  • Cancellation 7 days before the departure date: cancellation fee is 70% of the tour price + 100% of the airfare.
  • Cancellation 5 days before the departure date: cancellation fee is 100% of the tour price + 100% of the airfare.
  • In cases where the client arrives late for departure, this will be regarded as a cancellation 5 days prior to departure.
  • Due to the nature of group tours with individual participants, Unitourist is responsible for accepting registrations until the group reaches a minimum of 10 adults, at which point the tour will proceed as scheduled. If the group consists of fewer than 10 participants, Unitourist must notify clients at least 3 days before departure and will negotiate a new departure date or refund the entire deposit.
  • Cancellations must be communicated directly to Unitourist Travel Company via email or text message and must be confirmed by the company. Cancellations via telephone will not be accepted.
  • Dates for deposit, payment, cancellation, and rescheduling are not counted on Saturdays and Sundays.

2. ASIAN MARKET

For Regular Days

  • Cancellation of the tour immediately after the Embassy or Consulate has issued the visa incurs a cancellation fee of 100% of the tour deposit.
  • Cancellation 30 to 45 days before the departure date incurs a cancellation fee of 20% of the total tour price.
  • Cancellation 16 to 29 days before the departure date incurs a cancellation fee of 30% of the total tour price.
  • Cancellation 8 to 15 days before the departure date incurs a cancellation fee of 50% of the total tour price.
  • Cancellation within 7 days before the departure date incurs a cancellation fee of 100% of the total tour price.
  • The cancellation period is calculated on working days and excludes Saturdays, Sundays, and public holidays.
  • Holiday and festive tours are those that take place during designated public holidays.

For Holidays and Festivals

  • Cancellation of the tour immediately after the Embassy or Consulate has issued the visa incurs a cancellation fee of 100% of the tour deposit.
  • Cancellation 30 to 45 days before the departure date incurs a cancellation fee of 30% of the total tour price.
  • Cancellation 16 to 29 days before the departure date incurs a cancellation fee of 60% of the total tour price.
  • Cancellation 8 to 15 days before the departure date incurs a cancellation fee of 90% of the total tour price.
  • Cancellation within 1 to 7 days before the departure date incurs a cancellation fee of 100% of the total tour price.
  • The cancellation period is calculated on working days and excludes Saturdays, Sundays, and public holidays.
  • Holiday and festive tours are those that take place during designated public holidays.
  • Cancellations must be communicated directly to the company or via fax or email and must be confirmed by the company. Cancellations via telephone are not accepted.

*** In cases of TRANSFER/POSTPONEMENT/CHANGE OF TOUR: The client is responsible for cancellation fees according to Unitourist Travel Company’s cancellation policies as outlined above. Each case of transfer or change will be assessed by the company, which may provide varying levels of assistance.

Notes:

  • For customers who only purchase land tours (i.e., ground services in the destination country), Unitourist does not recommend booking or issuing flight tickets without confirmed tour departure from Unitourist Travel Company. We assume no responsibility for travel expenses incurred by the customer, including additional hotel stays, flight tickets, visas, etc., if the tour does not proceed.
  • Foreign passport holders or overseas Vietnamese with a single-entry visa to Vietnam must obtain a re-entry visa for subsequent entry into Vietnam and must carry their exit visa during the tour.
  • Customers holding dual citizenship or travel documents (without full citizenship) should inform the sales staff at the time of tour registration and provide the original documents along with any relevant paperwork (if applicable).
  • Customers holding only a green card (temporary residence permit abroad) and without a valid Vietnamese passport may not travel to a third country.
  • In cases where children travel with relatives (not parents), a notarized authorization letter from the parents must be provided, verified by local authorities (authorizing the relative to take the child on the tour).
  • For customers aged 75 to 79, a health declaration must be signed with the company, along with a medical examination report issued by a physician for overseas travel. The company encourages purchasing additional premium insurance depending on the tour. Unitourist Travel Company will not be responsible for any incidents that occur during the tour.
  • Customers aged 80 and over, as well as those who are five months pregnant or more, will not be accepted. Pregnant customers should inform us upon tour registration for proper consultation.
  • Unitourist reserves the right to change the airline or flight schedule at the last minute due to airline decisions or weather conditions.
  • Depending on actual conditions, the itinerary may be adjusted; accordingly, however, Unitourist will ensure that all destinations remain as initially promised. Nevertheless, Unitourist will be exempt from responsibility for ensuring visits to attractions in cases of uncontrollable circumstances such as:
    • Natural disasters: floods, droughts, earthquakes.
    • Security incidents: protests, terrorism, strikes.
    • Aviation incidents: flight changes, cancellations, delays, technical issues, security concerns.
  • In the event of the above occurrences, Unitourist will consider refunding for missed attractions to the extent possible (after deducting costs for services already rendered: visa fees, airfare, etc.) and will not be liable for any additional expenses. However, both parties are expected to make every effort to assist the affected party in minimizing losses due to force majeure.
  • If a customer is unable to exit or enter due to personal reasons, Unitourist is exempt from responsibility and will not refund the tour fee. Customers must cover their own costs for returning to Vietnam.
  • Depending on the visa issuance situation by the Consulate and flight availability, the departure date may be postponed by 1 to 7 days from the original date or be rescheduled for the next available departure.
  • The penalties outlined above are the maximum cancellation fees; these costs may be reduced based on the terms of each service provider for Unitourist.
  • The cancellation period for travel is calculated based on working days (excluding Saturdays, Sundays, and public holidays).
  • Due to the complexities involved in visa applications, the cancellation conditions outlined above do not apply to programs to Europe, Australia, the United States, Russia, Japan, South Korea, Egypt, South Africa, and other programs which will have their own specific cancellation conditions.
  • The cancellation conditions do not apply during holidays and festive seasons.

III. FOR CUSTOMERS MAKING ONLINE PAYMENTS ON UNITOURIST.VN

Customers who cancel travel tickets (tours) during regular days and holidays in accordance with the above regulations, and who have made online payments, will bear the full bank fees for the ticket payment upon cancellation. Refunds to customers will be processed by Unitourist immediately after the bank confirms the funds have been credited to Unitourist’s account.

IV. PRICING FOR CHILDREN

FOR INTERNATIONAL MARKETS

According to airline and service regulations:

  • Under 2 years: 30% of the tour price + taxes (sharing a bed with an adult).
  • From 2 to under 12 years: 80% – 90% of the tour price + taxes (sharing a bed with an adult). If there are two children accompanying, payment for one child at the adult rate is required to secure an additional bed. (Asian Market).
  • From 2 to under 11 years: 80% – 90% of the tour price + taxes (sharing a bed with an adult). If there are two children accompanying, payment for one child at the adult rate is required to secure an additional bed (Distant Markets).
  • 11 years and older: priced as an adult.

FOR DOMESTIC MARKETS

  • Children under 2 years: tour price waived; airfare according to airline regulations. Parents or accompanying relatives are responsible for all expenses related to meals, accommodation, and activities (if applicable) for the child.
  • Children from 2 to under 5 years: 100% of the airfare; tour price waived. Parents or accompanying relatives are responsible for all expenses related to meals, accommodation, and activities (if applicable) for the child. Two adults can accompany one child under 5 years; any additional children must pay half of the tour price.
  • Children from 5 to under 11 years: 100% of the airfare; 75% of the tour price. This includes meals, seating on the vehicle, and sharing accommodation with family. Two adults can only accompany one child aged 5 to under 11; any additional children must have a single bed or an adult ticket purchased by the parents.
  • 11 years and older: 100% of the tour price and the same standards as adults.

V. SPECIAL REQUESTS DURING THE TRIP

  • Customers with special requests must notify Unitourist at the time of registration. Unitourist will endeavor to accommodate these requests within its capabilities; however, it will not be liable for any refusal to provide services by transport companies, hotels, restaurants, or other independent service providers.
  • Customers may incur additional costs for special requests on a case-by-case basis, depending on the quotes provided by logistical providers.

VI. HOTELS

  • Accommodation is provided based on availability of rooms with either two single beds (TWIN) or one double bed (DBL), depending on the hotel’s room configuration. Triple rooms may be arranged if necessary (TRIPLE); however, such rooms are very limited in Japan, Singapore, Malaysia, Europe, Australia, the USA, Canada, Russia, etc.
  • The hotels/services booked by Unitourist for the tour programs correspond to the pricing tiers chosen by the customer at the time of tour registration. Should any changes be necessary for any reason, substitute hotels/services will match the original standards and will be communicated to the customer prior to departure.

VII. TRANSPORTATION

  • The mode of transport will depend on the specific tour program.
  • For programs utilizing air-conditioned vehicles (16-45 seats), Unitourist will arrange transport based on the group size and will provide services throughout the sightseeing itinerary.
  • In cases involving trains, planes, or ferries (public transportation): service providers may alter departure times without prior notice for some programs; Unitourist will inform customers of such changes if time permits. Unitourist is not liable for any material or emotional damages incurred due to delays in public transportation schedules or delays caused by the passengers themselves. Unitourist will only assist in mitigating any losses for customers.

VIII. LUGGAGE

  • Luggage should be lightweight and labeled with the owner’s name and contact number.
  • For programs using airline services, the baggage allowance will be determined by the respective airlines.
  • Customers are responsible for their own luggage; Unitourist is not liable for lost, damaged luggage, or any personal items during the trip.
  • In the event of lost luggage, Unitourist will assist customers in contacting and reporting to relevant departments to trace the lost items. Compensation for lost luggage will adhere to the regulations set forth by service providers or insurance companies.

IX. RECEIVING INFORMATION ABOUT THE TOUR PROGRAM Before registering, customers are encouraged to thoroughly read the program details, costs, and inclusions/exclusions of the tour. Customers may register for travel and make payment at Unitourist’s offices either directly or through a representative. Unitourist assumes no responsibility if the representative fails to provide accurate or complete information regarding the trip to the customer.

X. RESPONSIBILITIES AND OTHER COMMITMENTS • From Unitourist Co., Ltd.:

  • Ensure all services are delivered as per the program.
  • Provide comprehensive information and necessary regulations for travel both domestically and internationally prior to departure.
  • For international travel programs, Unitourist is not responsible for passengers denied entry or exit by foreign authorities. Any costs arising from such refusals, including cancellation fees from service providers, will be borne by the customer.

• From customers:

  • Make full and timely payments.
  • Comply with the program and follow the tour guide’s instructions throughout the trip.
  • Provide valid passports, photographs, and any necessary documents related to entry/exit procedures, as required and appropriate.
  • Adhere to the regulations and laws of the countries/locations visited.
  • Unitourist is not liable for any legal or material penalties incurred by customers due to violations of local laws or regulations.
  • Customers are responsible for all additional costs arising from any violations. Unitourist will only assist customers in such cases to mitigate losses.

Depending on the actual situation, Unitourist reserves the right to change itineraries, rearrange the order of attractions, or cancel trips whenever deemed necessary for the convenience or safety of customers, and will inform the customers accordingly.

In the event of disputes arising during the implementation of these terms, the matter will be resolved through negotiation. Should this fail, the issue will be taken to court in accordance with current legal regulations, with all associated costs borne by the losing party.