aRTICLE 1 – How we prepare your trip
The stages of creating your itinerary are as follows:
– Initial consultation: advice, itinerary suggestion, and indicative budget (20-minute complimentary call)
– First and second itinerary drafts with budget: provided free of charge.
– Third draft onwards: an administrative fee of USD 20 applies, payable in advance. This fee will be credited toward your final invoice should the trip proceed.
– After validation of the budget, if the booking does not proceed for reasons outside the Company’s control, a fee of USD 100 will be charged.
– Where a quote includes both accommodation and activities, a USD 30 administrative fee applies if the final booking confirms activities only.
Note: Booking offers are only valid for 72 hours from the date of issue. Room holds and guide reservations cannot be maintained beyond this period.
article 2 – booking & payment
Bookings must be submitted at least 7 days prior to the commencement of the tour.
The customer settle the payment in accordance with the following schedule:
– 50% deposit upon confirmation of the quote
– Remaining 50% due 21 days before departure
– 100% payment required for bookings made within 7 days of the departure date.
If the Customer does not pay within that deadline, the Booking Confirmation lapses and Chôm Chôm Travel is no longer obliged to hold the intended services.
The Customer pays by bank transfer to the Company’s account, or by credit or debit card through the online payment gateway designated by the Company.
International transfer fees, intermediary bank charges and currency conversion fees charged by the Customer’s bank are borne by the Customer. The Customer must pay such that the Company receives the full amount stated in the Booking Confirmation.
Processing fees charged by the online payment gateway, if any, are stated in the Booking Confirmation before the Customer pays. The Company does not charge any fee that has not been stated in the Booking Confirmation.
Refunds under these Conditions are made in the currency and by the method the Customer used to pay, unless the parties agree otherwise. Bank charges arising from a refund made at the Customer’s specific request are borne by the Customer.
Article 3. changes requested by the customer
The Customer submits change requests by email. The Company confirms whether the change is possible and the resulting costs before implementing it.
Change costs comprise the difference in the price of services and any charges imposed by suppliers for the change. The Company does not charge a separate service fee for the first change to each booking.
Any modification to the confirmed itinerary (including schedule adjustments or activity changes) requested after 5:00 PM the day before a planned excursion will incur an administrative fee of USD 20.
Article 4. cancellation by the customer
The Customer gives notice of cancellation by email to the Company’s address, at least 21 days before the departure date. The time of cancellation is the time the Company receives the notice. Every amendment or cancellation must be made in writing and approved by the other party.
Unless the Booking Confirmation or the Tour Program provides otherwise, the following cancellation compensation applies:
The compensation is based on the costs the Company has actually paid or has irrevocably committed to suppliers at each point in time. Where the Company’s actual loss is lower than the corresponding compensation, the Company refunds the difference to the Customer.
For services subject to a supplier’s non-refundable policy, such as domestic flight tickets, train tickets, event tickets or rooms booked at non-refundable rates, the Company states this is in the Tour Program before the Customer pays. Such amounts are refunded to the extent the supplier actually refunds them to the Company
The Company refunds the Customer within 20 days from the date the parties agree on the refund amount.
A Traveller who does not attend at the meeting point at the announced time, or who leaves the program of their own accord while it is running, is not refunded for the unused services, unless this results from the Company’s fault or from a force majeure event.
In addition to the compensation, the Customer reimburses the Company for the costs corresponding to the work already performed by the Company up to the time of cancellation, supported by documentation produced by the Company.
Article 5 – changes or cancellation by the company
The Company may reorder sightseeing stops, change accommodation to a property of the same or higher standard, or replace an activity with an equivalent one, where weather, traffic, safety or supplier availability so requires. The Company notifies the Customer as soon as practicable.
Where a change materially reduces the quality or content of the program, the Customer may choose to continue with the adjusted program, or to cancel and receive a full refund of amounts paid for the services not yet performed, without any cancellation charge.
The Company cancels a program only where it cannot be performed for safety reason of force majeure, or because a minimum number of participants stated in the Tour Program is not reached. Where cancellation is due to the minimum number not being reached, the Company gives notice at least 10 days before departure.
Where the Company cancels, other than by reason of force majeure, the Company refunds all mounts paid by the Customer and compensates the Customer for reasonable, directly incurred and documented costs that the Customer cannot recover, such as international flight cancellation fees.
Article 6 – WEATHER CONDITIONS
Vietnam’s climate varies significantly by region and season. The Company provides guidance on the most suitable travel periods for each destination; however, weather conditions cannot be guaranteed.
Article 7 – third-party service providers
Certain services in the program are provided by independent parties, including accommodation providers, transport operators, restaurants, collaborating guides and outdoor activity operators.
The Company selects suppliers that meet the licensing requirements under the law, monitors service quality, and is responsible to Travellers for the organisation of the program.
In respect of loss caused by a supplier, the Company works together with the Traveller in dealing with the supplier, and assists the Traveller in gathering documentation and pursuing a claim for compensation.
The fact that a service is performed by a third party does not exclude the Company’s liability for loss arising from the Company’s selection of an inadequately qualified supplier, from a failure to supervise within its ability, or from a failure to respond promptly once notified of an incident.
For optional services that a Travller books directly with a third party during the program and outside the Company, the Company is not responsible for the quality of that service but still assists the Traveller within its ability if an incident occurs.
Article 8 – OBLIGATIONS of Chôm Chôm Travel
Provide transparent information about the itinerary, costs, and service conditions before the contract is signed.
Deliver the services committed in the contract and provide support throughout the trip.
Notify the client in a timely manner and propose appropriate solutions in the event of changes caused by force majeure.
Ensure the quality of service providers, including accommodation, transportation, and tour guides.
Strongly recommend all travellers obtain comprehensive travel insurance prior to departure. While Chôm Chôm Travel may assist in providing information on insurance options, the responsibility for securing adequate coverage rests solely with the traveller.
Article 9 – Obligations of the TRAVELLERS
Provide accurate information prior to the departure date in order for Chôm Chôm Travel to proceed with the bookings.
Make full and timely payments in accordance with payment schedule.
Hold a passport valid for at least 6 months beyond the end of the trip, and ensure any required visa for entry into Vietnam is obtained prior to travel.
Attend at meeting points on time, follow the announced itinerary and inform the guide when they need to leave the group.
The Travellers shall strictly comply with Chôm Chôm Travel’s safety requirements, including but not limited to:
- Medical Standards: Comply with the Company’s instructions regarding measures to be taken in case of medical emergencies
- Safety in Activities and Excursions: Adhere to regulations on the use of equipment, follow guidance from tour guides, and observe age and physical fitness requirements
- Behavioural guidelines: Follow instructions on how to act in emergency or unexpected situations (e.g., natural disasters) and comply with advice regarding safety rules, laws and local customs.
- Emergency Situations: Follow established procedures, contact the 24/7 support hotline or reach out to local emergency services when necessary
Article 10. force majeure
A force majeure event is an event occurring objectively, which could not be foreseen and could not be overcome despite all necessary and permissible measures having been applied, in accordance with Article 156 of the Civil Code 2015. It includes natural disasters, storms and floods, epidemics, armed conflict, terrorism, widespread strikes, and decisions of competent State authorities that render performance of the program impossible.
The affected party notifies the other within 01 (one) day from the occurrence of the event and provides information on the effect of the event on performance of the program.
Where a force majeure event occurs before departure, the parties agree to postpone the program, to substitute an equivalent program, or to cancel. If cancelled, the Company refunds the amounts paid after deducting sums the Company has actually paid to suppliers and cannot recover, supported by documentary evidence.
Where a force majeure event occurs during the program, the Company gives priority to the safety of Travellers and arranges reasonable alternatives. Additional costs of necessary accommodation, meals and transport during that period are shared between the parties on a reasonable basis as agreed; the Company does not profit from such costs.
Where the Company is the affected party, the Company proposes an alternative program or issues a voucher for the Customer’s future use. Where the Customer is the affected party, the Company assists by proposing itinerary adjustments for the Customer to consider.
Where a Traveller’s flight is officially cancelled by the airline due to the closure or disruption to Middle East airspace, and such cancellation directly prevents the Traveller from commencing or continuing the program, the Company issues to the Customer one (01) voucher valid for 12 (twelve) months from the date of issuance, in place of a refund. The application is subject to all of the following conditions: the flight cancellation is confirmed in writing by the airline; the cancelled flight operates through Middle East airspace; and the Customer notifies the Company in writing within 48 (forty eight) hours from receipt of the cancellation notice. The voucher is non-transferrable, cannot be exchanged for cash, and may only be used toward travel programs provided by the Company, subject to the terms applicable at the relevant time.