Our terms and conditions

During this period of coronavirus and appreciating that people want maximum flexibility and security with their money, we are keen to do our best to enable people to book with confidence. We are being very flexible with final payment dates on a case by case basis.

We do of course advocate getting insurance cover, but in the event of a cancellation due to covid-19, then we will offer to either postpone the trip or, providing that third parties do not have particular cancellation policies (You will be notified at the time of the reservation), fully refund the paid deposit in Vietnamese Dongs.


1. Booking your Holiday

Your contract in respect of your holiday is made with Phan Rang Travel (‘the Company‘), and all bookings are subject to these terms and conditions.

All deposits have to be paid cash, by credit card or transferred to our local bank account in Vietnamese Dongs. Following Credit cards are accepted: Visa, MasterCard, and all major Vietnamese debit card.

All refunds will be paid cash in Vietnamese Dong, transferred to your local bank account or refunded on the credit/debit card used to pay the deposit.

All communications by the Company in relation to your holiday will be sent to the address stated on the booking form or whenever accessible, on our website booking engine.

Tour Cancellation Policy

Bookings made directly to Phan Rang Travel Agency, by phone, fax, or emails: at the time of booking, a deposit of 50% of the total cost of the services will be requested upon booking confirmation, and 50% on the day of departure the latest.

Bookings made through a 3rd party (Travel agency or hotel): At the time of booking, a deposit of 50% of the total cost of the booking, and 50% prior to the beginning of the service

Hotel Cancellation Policy

Each hotel brand, and sometimes each hotel, has a different cancellation policy. It can also depend on whether the property is a hotel, a resort or a homestay.

Some hotels will request non-refundable, full payment, at the time of booking. Some hotels will have a more flexible cancellation policy.

To avoid any misunderstanding, the cancellation and the change booking policy will be reconfirmed with the request for quotation or at the time of the booking.

All special requests, such as dietary requirements, should be notify to the Company at the time of booking.

The Company will provide the service as set out and confirm in writing by email, fax, or personal message (WhatsApp, Messenger, Zalo, etc…).


2. Price Policy

The Company is under no obligation to furnish a breakdown of the costs involved in a holiday.

The Company reserves the right to notify you of any increase in price before accepting your booking.

The financial commitments offered above by the Company mean that the Company is not able to reduce the holiday prices should the value of the Vietnamese Dong strengthen.


3. Cancellation and Changes by the Company

Occasionally it may be deemed necessary to make changes to your holiday and the Company reserves the right to do so at any time. You will be notified of any changes at the earliest possible opportunity. If a major change to your tour is necessary, providing it does not arise from circumstances beyond the Company’s control, you may choose (i) to accept the change of arrangements (ii) to purchase another holiday from us or (iii) to cancel your holiday.

No compensation will be payable for minor changes. Minor changes include minimal changes to departure and arrival times, restaurant and accommodation changes to a comparable or superior standard.

Compensation will not be paid for changes or cancellations caused by Acts of God (Force Majeure), civil strike, natural or man-made disaster, fire, technical problems to transport, adverse weather conditions or any other event beyond the Company’s control, unless a compensation can be obtained from suppliers. It is essential that you take out adequate travel insurance.


4. Cancellation and Changes by You

You may cancel your holiday at any time providing you notify the Company in writing. The following charges will be levied on any cancellation:


  • 48 hours prior to departure Full refund
  • 24 hours and less prior to departure No refund


According to hotel policy, confirmed at the time of the reservation or request for quotation, by the Company

In case of a package (tour(s) and hotel booking), cancellation fee will apply separately, as stated above.


5. Our Responsibilities

The Company does not own or manage accommodation, restaurants and other facilities used in conjunction with the tours arranged. The Company has exercised care in selecting providers of transportation, accommodation, restaurants and other facilities.

The Company is not responsible if you or any member of your party suffer death, illness or injury as a result of any failure to perform or improper performance of any part of our contract with you where such failure is attributable to (i) the acts and/or omissions of any member of the party, or (ii) an event which neither the Company nor the service provider could have foreseen or prevented even with due care.

Should any member of your party suffer illness, injury or death through misadventure arising out of an activity, the Company will offer general assistance where appropriate.


6. Your Responsibilities

You are responsible for arranging your own travel insurance. Please ensure that your insurance cover applies to the specific activities you are booking and which are confirmed on the Confirmation Invoice.

Each member of the party must have a valid passport, visas and all necessary documentation for Vietnam. The Company accept no responsibility for any delay or expense should your documents not be in order.

By booking a holiday with the Company you undertake to behave in an orderly manner and not to disrupt the enjoyment of others on holiday with you nor to do anything to bring the reputation of the Company into disrepute. If you breach this clause your holiday will be terminated with immediate effect and the Company will have no further contractual obligation to you. The Company will be entitled to recover compensation from the offending party for any damage caused.

All equipment and personal effects shall be all times and in all circumstances at the owner’s risk. The Company cannot accept responsibility for any loss or damage unless directly caused by the negligence of one of our representatives.


7. Smoking

The Company forbids smoking in any vehicle operated by the Company. Frequent stops can be arranged for those who desire to smoke.


8. Children discount

For the tours, the Company considers as a child, a participant aged between 4 and 12 years old. Unless otherwise mentioned a child below 4 years old is considered free of charge, providing that he/she stays on his/her parents laps during transportation in case the vehicle is full. These children are not taken into consideration in the number of participants. Children aged between 4 and 12 years old, enjoy a 50% discount for each 3 paying participants. Exceptions are at the discretion of the travel agency’s management. Hotels might have different policies. These will apply in case of booking.


9. Waiver

The Company will undertake to ensure the safety of the client throughout the tour, however aspects of each particular tour may not be without an element of hazard. All clients need to exercise judgement and care at all times to ensure their own safety and that of their fellow tourists.


10. Disclaimer

The Company has made all reasonable efforts to check the accuracy of the information contained in our website. The Company cannot however accept any responsibility for any errors or omissions that may appear in this site.


11. Complaints

If you have a problem during your holiday, please inform the Company immediately so that they can endeavor to put things right. If you cannot resolve the problems, you must contact the Company office so that they are given an opportunity to help. The Company will not hold themselves responsible for the non-performance of an itinerary through causes beyond their control or when they are not notified of a problem at the point where remedial action can be taken. In the unlikely event that a complaint cannot be resolved at the time, you should write to the Company within 28 days of returning home, giving your original booking reference and all other relevant information. If you fail to take any of these steps you will hinder the Company’s ability to put any problem right and/or investigate it fully and any right you have to receive compensation will be reduced or completely invalidated.

Any dispute that may arise will be governed by Vietnamese law and both parties shall submit to the jurisdiction of the Vietnamese Courts.

All information given by the Company whether in writing or orally is to the best of the Company’s knowledge and believed correct at the time given and is given in good faith. The booking conditions shall take precedence over any other warranty or condition that may have been given.


12. Data Protection Act

It may be necessary for the Company to ask you for certain personal information such as dietary requirements, disability/medical or religious information etc. This information will be kept confidential by the Company and will be passed to the suppliers, if it is necessary for them to know this information in order to fulfill the Company’s contract to you.