In these booking conditions, ‘you’ and ‘your’ refer to all persons named on the booking (including anyone who is added or substituted at a later date). Jewel Tours will also be mentioned as ‘we’, ‘us’ or ‘our’. An official contract will exist between you and us when we have issued an invoice in response to your booking request.
HOW TO BOOK A TOUR
When you have found your ideal package tour, you can contact us by phone or email to arrange a booking. Some tours with prices are available on the website, however, prices may vary according to your requirements. There are some standard information we need from you in order to make a tour program just for you
Our dedicated staff will contact you within 24 hours to discuss your holiday plan. Upon agreement with the tour program that we have prepared together, including the prices, we will send you a deposit invoice before we make a booking. In case of any accommodation or services are not available by the time of booking we will suggest an alternative one instead.
1. PRICE AND SURCHARGES
All prices on our website, in our brochures, and newsletter are accurate at the time of publication. We reserve the right to change any of these prices that might have a fluctuation due to factors outside of our control. These factors include the cost of fuel, currency fluctuations, landing taxes at airports on embarkation/disembarkation, other taxes, and fees at ports). Prices on our website, in our brochures and newsletters, are updated regularly. Prior to booking, we will give you an up-to-date price for your chosen holiday, including any flight supplements, upgrades, or any additional facilities as requested, after the payment is paid in full you have a guarantee that there will be no changes in the price of the tour package. There will be no refunds made in any service that is included in the package which is not utilized by you.
2. TRAVELLING WITH CHILDREN
If you are travelling with your children it is your responsibility to ensure that they are fit and healthy so they can participate in your chosen itinerary and that they are supervised at all times during the tour. Jewel Tours is not responsible for any failure to participate in any activity due to your child's health or for the supervision of children on the tour.
2.1 Rates for Children (applicable for ONE child only per booking)
Children under 2 years of age free of charge (Share a bed with parents)
Children from 3 - 5 years of age charge 25% tour cost (without extra bed) & 50% of tour cost (with extra bed)
Children from 6 - 11 years 50% of tour cost (without extra bed) & 75% of tour cost (with extra bed)
Children 12 years of age are charged as an adult (able to share a room with adults in 1 extra bed or stay in single room subject charge)
3. HOW TO PAY
Pay for package tours: Upon agreement with the tour program and costs, we will provide you with a deposit invoice before we process the booking. The deposit invoice that has to be paid is 15% of the total tour cost, which is your guarantee of a provisional reservation. The balance of the total cost of the tour is required no later than 45 days prior to the travel date.
If a booking is made within 45 days prior to departure you are required to make the full payment at the time of the booking confirmation.
*Any group with more than 8 persons is subject to special conditions.
*For single services like hotel booking, visa application, and transportation, require full payment by the time of booking
Pay for hotels, transfer, visa fees: Upon agreement full payment required, we will process services arrangement once received payment to our bank account (Accept credit card pay only).
- Payment for visa letter services is nonrefundable
- Payment for hotel base on condition upon booking confirmed
- Payment for transfer full charge 15 days prior to arrival date. Any cancellation after confirmation charge US$10 services/booking.
3.1 Payment by bank transfer
ASIA COMMERCIAL BANK - HANOI BRANCH
Address: 184 - 186 Ba Trieu Str. Hai Ba Trung, Hanoi, Vietnam
Account name: JEWEL TOURS.,JSC
Bank accounts: VND: 15453439 | USD: 15453459 | EUR: 69466249
AUD: 113606059 | SGD: 113605319 | GBP: 113739979
Swift code: ASCB VNVX
* International transaction bank fees are paid by the payer
3.2 Payment by credit card or debit card via OnePay (A trusted gateway payment in Vietnam)
Payments by credit card are subjected to a charge of 4% of the total cost
Attention: From 01 November 2018 all payments via credit or debit card we will charge in Vietnam Dong instead of Foreign currency as usual as the Government required. The exchange rate will apply based on the selling rate on Vietcombank in Vietnam website click here or copy this link to your browser (http://www.vietcombank.com.vn/ExchangeRates/default.aspx?&lang=en)
4. SPECIAL REQUESTS AND MEDICAL CONDITIONS OR DISABILITIES
If you have a special request, it must be mentioned at the time of booking. Although we will endeavor to fulfill any reasonable request, we, unfortunately, cannot guarantee that any request will be met. Failure to meet any special request will not be a breach of contract on our part. The passing of any special request from us to our suppliers will not be a confirmation that said request will be fulfilled. Unless it is specifically confirmed, all special requests are subject to availability. For personal protection, you should obtain confirmation in writing to make sure any special request has been approved.
If you have any medical conditions or disabilities that might affect your holiday, please inform us before you confirm your booking with us so that we can do anything in our power to assist you in considering the suitability of the arrangements we have planned for your booking. However, if you fail to comply with this information we are not subject to extra costs that might arise should we have to change our booking after we have confirmed said booking.
5. INSURANCE LIABILITY
It is a necessary condition to travel with Jewel Tours, that all travelers are adequately covered by travel insurance prior to arrival. We do not allow travelers without the necessary insurance cover to travel with us. We strongly advise that the insurance covers matters such as personal injury and accidents, medical expenses, evacuation, repatriation, baggage loss, cancellation or curtailment of the holiday, and personal liability.
Evidence of such insurances should be presented to Jewel Tours on request. In the unlikely event that we do not agree with your type of insurance due to any missing insurance that we perceive as a necessity, we reserve the right to cancel your booking.
We advise you to inform us of the name of your insurance company and it's contact details so that we can give notification on your behalf if you are unable to do so in the unlikely event of an accident occurring.
We are not responsible for any loss, injury, or damage sustained by passengers. Additional expenses incurred due to delays, accidents, natural disasters, political actions, and unrest must be borne by the customer.
5.1 Insurance possibilities by us
Travelling with Jewel Tours while having adequate travel insurance allows for a free insurance possibility that can cover up to US$10.000, which can be included with a package tour. All that is required is a copy of your passport and your request, without the request of this insurance, it will not be included in the package tour.
All amendment requests must be received in writing at our office. We will make the changes subject to availability and have the right to charge an amendment fee of US$20 per person to cover our administration costs. In addition to the fee, we charge, any alteration, whether a change to an existing booking or a change to another tour or departure date, will also be subject to payment by you of any of the costs imposed by any of the suppliers providing the component parts of the tour. If the trip to which you change to is more expensive than the one you originally booked, a further deposit will also have to be paid.
7. CANCELLATION AND REFUND
7.1 Cancellation by you
You, or any member of your party, may cancel your tour at any time providing that the cancellation is made in writing. Notice of cancellation will be effective upon receipt of your written communication. You must receive a notice that Jewel Tours has already received your cancellation request. We recommend that you use recorded delivery as we start to incur costs from the time the trip is confirmed, we will retain your deposit and in addition, we will apply cancellation charges as shown below with indicated days prior to the arrival date:
A group from 1 person up to 8 persons (FIT)
30 days: loss of deposit
15 – 29 days: charge 25% of the total tour cost
7 – 14 days: charge 50% of the total tour cost
Less than 7 days: charge 100% total tour cost
A group from 8 persons and more (GIT)
60 days: loss of deposit
45 – 59 days: charge of 25% of the total tour cost
30 – 44 days: charge 50% of the total tour cost
Less than 30 days: charge 100% total tour cost
* This cancellation policy is subject to change if there is any special note on the booking confirmation that has been approved and confirmed.
* If canceling a part of the group from the original group size, we have the right to change the quote based on the amended group size.
7.2 Cancellation by us
If the agent does not down payment as agreed, we reserve the right to cancel the booking without notice.
We reserve the right to cancel the agreement between us for any reason prior to your holiday, whereupon we will refund any payment that you have paid us in full. However after full payment has been made, we will only cancel the agreement if circumstances beyond our control make it unavoidable.
In the unlikely event that such circumstances should arise, we will contact you immediately and offer you the choice of an alternative holiday or tour of equivalent quality, or a full refund of the payment. No additional compensation will be paid over and above the total sum received from you.
If we are forced to cancel your holiday after departure, we will wherever possible, make suitable alternative arrangements. If we are unable to make such alternative arrangements, or you reject these for a good reason then we will return you to your point of departure and refund you for any unused services, if appropriate.
If your trip or your services are booked, confirmed and you already made payment to us, then we will process the refund to you only if you send us full documents required at the time you make the cancellation. We will complete your refund documents within 30 days from the date we received your request for a refund. If you omit any of the required documents, Jewel Tours has the right to reject your refund request.
8. FORCE MAJEURE
Compensation, however, will not be payable if we are forced to cancel for reasons of force majeure. Circumstances amounting to "force majeure" include any event which we or the supplier of the service(s) in question could not even with all due care, foresee or forestall such as (by way of example and not by way of limitation) war, the threat of war, riot, civil strife, industrial dispute, terrorist activity, natural, disease or nuclear disaster, fire, acts of God, adverse weather conditions, and all similar events mentioned in clause 8.1. If as a consequence of force majeure, Jewel Tours 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.
8.1 Happenings beyond our control
"Happenings beyond our control” refer to everything that we cannot possibly prevent or control ourselves, such as (by way of example and not by way of limitation) 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, the 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.
8.2 COVID-19 pandemic
All traveller to Vietnam, Laos, and Cambodia are required to have Covid-19 insurance cover.
To enter Vietnam you need a certificate of Covid-19 Negative 72 hours prior to departure date or PCR test within 72 hours
9. JURISDICTION AND APPLICABLE LAW
These Booking Terms and Conditions and any agreement to which they apply are governed in all respects by Vietnamese Law. By accepting these Booking Terms and Conditions we both agree that any dispute, claims or other matters which arise between us will be exclusively be dealt with by the jurisdiction of the courts of Vietnam.
10. COMPLAINT PROCESS
If you have any reason to make a complaint during your holiday or tour, you must inform our local representative or your tour guide, and the relevant supplier of the service immediately. If you are not happy with their action or response at the time of the complaint, please inform our office in writing, within 35 days of your return home. We will acknowledge your written notification within 24 hours and aim to provide a full response within 7 working days. Our aim is to resolve any complaints you may have, but we cannot enforce the matter will be solved by a third party.