THIS IS IMPORTANT INFORMATION please read carefully below Terms and conditions before booking. On booking online or signing our booking form when making reservation over the phone or by email, you are deemed to have read and accepted our Booking Conditions (which constitutes the entire agreement between you and us). By accepting, you certify that you are an adult (At least 18 years old) with full legal authority to enter into this agreement for yourself and on behalf of all accompanying passengers on your reservation. The services to be provided are those referred to in your booking confirmation invoice.
This terms and conditions are subject to change at any time, and it is your responsibility to check these terms and conditions regularly in case there are any changes.
Continuing to use our travel service after a change has been made is your acceptance of those changes.
In this Terms and Conditions, the words “Passenger” or “Customer” or “Client” refer to you, the person who agrees to book, purchase, travel on a tour, including any accompanying minors, and all of the passenger’s heirs, successors in interest and personal representatives. “Company” or the term “We” or “Us” refer to ATE Vietnam Co., Ltd.
I – TERMS AND CONDITIONS IN GENERAL
1. BOOKING STATUS
All services described in the detailed itineraries will be booked after receiving your approval and confirmation of the proposal. In case some services cannot be confirmed, you will be informed immediately and offered with an alternative
2. DEPOSIT & PAYMENT
Unless we grant a credit term to you or we otherwise agree, bookings must be secured by a deposit of US$100 per person, or 20% of the total booking for bookings exceeding US$1,000. This deposit is non-refundable unless we cancel your tour. Full payment must be made at least 30 days prior to your departure date.
All airline tickets are non‐refundable and require instant payment.
3. CANCELLATIONS:
3.1 Cancellation by the traveler
(+) If you cancel some or all portions of your booking, cancellation fees will be applied. The effective date of cancellation will be the date the Company receives written notification.
All airline tickets are non‐refundable and require instant payment. In case customers cancel advanced arrangements more than 30 days prior to departure: The total deposit paid to us (20% or US$ 100 per person) will be charged to cover flights, hotel booking, tours and other administrative fees. The remaining money will applied to your other tours and services with us during one year (365 days) from the date the deposit was received. When this time period is over, the amount is forfeited.
15 – 30 days: 30% of the Tour price is forfeited.
07 – 14 days: 50% of the Tour price is forfeited.
01 – 06 days: 100% of the Tour price is forfeited.
No-show travelers will be charged 100% of the tour price.
For the avoidance of doubt, because there are some suppliers (airlines, hotels, and cruise companies) have cancellation policies that are different from those of ATE Vietnam, the cancellation charge may, at our discretion, be adjusted accordingly.
(+) Cancellation of Extra Services
For additional hotel nights and other extra services booked in connection with the planed itinerary (reservation), cancellations will be charged as follows:
For Vietnam visa:
No refund will be given once you confirm your booking and we are processing your visa application
No refund will be given once you confirm your booking and we have sent to you an approval letter approved by the Vietnam Immigration Department
For airport services
No refund will be made if you cancel your booking less than 36h prior to your landing time.
3.2 Cancellation by ATE Vietnam
We may cancel a trip at any time prior to departure if, due to terrorism, natural disasters, political instability or other external events it is not viable for us to operate the planned trip. If we cancel your trip, you can transfer the amounts paid to an alternate departure date or alternatively receive a full refund (not included the bank transfer fee or any third party’s service charge). In circumstances where the cancellation is due to external events outside our reasonable control, refunds will be less any unrecoverable costs. We are not responsible for any incidental expenses that you may have incurred as a result of your booking including but not limited to visas, vaccinations, and travel insurance excess or non-refundable flights.
(*) For this particular clause, you are advised to have the mentioned cases covered by your own travel insurance.
4. CLAIMS & REFUND OF UNUSED SERVICES
No refunds or exchanges can be made in respect of accommodation, meals, sightseeing tours, transport or any other services which are included in the Tour prices but not utilized by the Tour member.
For claims to be considered, they must be received in writing by ATE Vietnam within 30 days of the termination of the program and be accompanied by supporting documentation.
Any adjustment considered will be based on the actual price of the services involved and not on a per diem basis. ATE Vietnam will not accept any liability for claims that are not received within 30 days of the termination of your travel program.
5. OBLIGATIONS OF THE CLIENTS
The Customer is obliged to check their travel documentation to ensure that the dates are correct and should notify ATE Vietnam immediately of any errors or omissions
It is the responsibility of the Customer to ensure that their travel documentation is in order, e.g. passport and visa
Where the Customer does not arrive on the agreed date for the Tour, ATE Vietnam is entitled to treat the Tour as having been cancelled by the Customer
The Customer agrees to abide by instructions given by ATE Vietnam crew and agrees to indemnify the Company against any loss or injury suffered as a result of failing to comply with Crew instructions
Customer agrees not to damage accommodation and should such damage arise, agrees to pay the owner for the price of repair or replacement of same.
6. CHILD POLICY
Free of charge for one child who is under the age of two years old when accompanied by at least two full paying adults and share the same room with them.
Free of charge for one child who is from two years old to under four years old when accompanied by at least two full paying adults and stays in the same room. This discount is subject to availability for airfares and will be charged if any usage of airfare on tour.
A tour price of 80% of full paying adult will be charged for one child from 4 to 11 year old when accompanied by at least two full paying adults and stays in the same room. This discount is subject to availability for airfares and will be charged if any usage of airfare on tour.
Children at the age of twelve or older will be charged as an adult. Please be prepared to show appropriate identification clearly stating the date of birth when confirming the services.
7. EARLY CHECK-IN & LATE CHECK OUT
Hotel Check-in: 02.00 Pm. Hotel Check-out: 12.00 Pm.
Ha Long Cruise check-in: 12.00 Pm. Ha Long Cruise Check-out: 09.30 Am.
Early check-in or late check out are not included in the tour prices. Should you wish to have your room ready for immediate check-in upon arrival; ATE Vietnam can arrange this for an additional charge. The detail stated at your itinerary’s exclusion list.
8. AGE & HEALTH REQUIREMENTS
All travelers under the age of 18 must be accompanied by an adult who is responsible for the child’s day-to-day care.
We are able to provide details on mandatory health requirements; however, we are not medical experts. It is your responsibility to ensure that you obtain proper and detailed medical advice at least two months prior to travel for the latest health requirements, recommendations for your destination and any costs. Where you do not do so and either you are not allowed to enter any country, or suffer personal injury or death as a result, we have no liability to you for any cost, loss or damage which you suffer nor will we refund you the cost of any unused portion of your travel arrangements.
9. TRAVEL DOCUMENTATION
All clients must be in possession of a valid passport and necessary visas or permits at the commencement of travel. All such documents are at the sole responsibility of the clients. Your travel consultant may assist you in applying for the necessary travel documents upon request. ATE Vietnam accepts no responsibility or liability whatsoever for the failure of clients to obtain appropriate documentation.
10. ACTIVE ELEMENTS & ACCEPTANCE OF RISK
Clients should take into account all international travel risks and familiarize themselves with health requirements applicable to the areas they intend to visit. The client is solely responsible for checking the safety and security conditions, vaccination, and other health requirements of governments in countries visited or transited.
On adventure itineraries some active elements are incorporated into the tour. To enjoy the tour as intended a minimum level of fitness is required to participate. The level required would be equivalent to what is obtained by routine daily exercise such as golf, jogging, energetic walking, tennis, etc. Activities during the tour could include (but are not limited to) trekking, hiking, off road walking, cycling, kayaking and navigating uneven terrain. Should you have any questions or need any clarification about a specific tour please ask for details at time of booking.
You acknowledge that the nature of the trip is adventurous and participation involves a degree of personal risk. You will be visiting places where the political, cultural and geographical attributes present dangers and physical challenges greater than those present in our daily lives.
We use information from government foreign departments and reports from our own contacts in assessing whether the itinerary should operate. However, it is also your own responsibility to acquaint yourself with all possible relevant travel information and the nature of your itinerary. You acknowledge that your decision to travel is made in light of consideration of this information and you accept that you are aware of the personal risks attendant upon such travel.
11. FLEXIBILITY
You appreciate and acknowledge that the nature of this type of travel requires considerable flexibility and you should allow for alternatives. The itinerary provided for each trip is representative of the types of activities contemplated but it is understood that the route, schedules, itineraries, amenities and mode of transport may be subject to alteration without prior notice due to local circumstances or events.
12. PHOTOGRAPHY
During your program, ATE Vietnam reserves the right to take photographs during the operation of any program or part thereof and to use them for promotional purposes. By making a reservation with our company, tour participants agree to allow their images to be used in such photographs. Participants who prefer that their images not be used are asked to identify themselves to their Tour Leader/Tour Guide at the beginning of each itinerary.
13. COMPLAINTS
If you are not satisfied with any of the services ATE Vietnam has provided and wish to make a complaint in relation to a holiday, please notify your local tour guide or your travel advisor to avoid the potential for similar problems may happen again during the rest of your trip, thereby giving the us reasonable opportunity to rectify matters.
ATE Vietnam will act as an intermediary between the clients and other service suppliers such as air, train, boat, and hotels in the event of any complaint.
Notwithstanding the above, you can notify us in writing not later than 30 days after your return to port of departure. Any complaint received after this period will not be entertained.
The Customer may also email the Managing Director of the company at: info@atevietnam.com
14. INSURANCE
The Customers are required to have full travel insurance covered. It is the responsibility of the Customer to read their insurance policy before they travel with ATE Vietnam and ensure that the insurance scheme provides the Customer with the requisite level of cover. This includes trip cancellation, medical emergency evacuation, and other coverage (More cases in Clause 16 below). Airline schedule, train timetable and local conditions may affect accommodation and itineraries. Should this occur, ATE Vietnam will endeavor to substitute a suitable arrangement of equivalent value.
15. LIMITATION OF LIABILITY
We contract with a network of suppliers, government agencies and individuals to assist in the running of our trips as agent for these third parties. We are not responsible for the acts and omissions of these third parties.
To the fullest extent permitted by law:
Liability for any loss, death, injury or damage which you may suffer (directly or indirectly) in connection with or arising out of your participation in a trip, or any breach of the Booking Conditions, is excluded.
You release us and our officers, employees, agents and representatives from any liability and expressly waive any claims you may have against us arising out of or in connection with your participation in a trip.
Any condition or warranty which would otherwise be implied by law into these Booking Conditions (Implied Warranty), is excluded.
To the extent an Implied Warranty cannot be excluded, our liability in respect of the Implied Warranty is limited to (in our absolute discretion):
(i) the provision of a similar trip to an equivalent value; or
(ii) a refund of the total amount received by us from you in connection with your booking.
Any claim by you is excluded to the extent that it is for indirect or consequential loss, loss of profits or economic loss, however it arises, or for indirect, special, punitive or exemplary damages.
16. FORCE MAJEURE
If as a consequence of “Force Majeure” (as defined below), the ATE Vietnam is obliged to curtail, alter, extend or cancel the tour, the client 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.
“Force Majeures” means Acts of God, 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, 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, fraud perpetrated against the company.
Participation on any Tour implies full and unconditional acceptance of the above conditions by the Customer.
II – TERMS AND CONDITIONS FOR APPLYING VIETNAM VISA ONLINE
1. VOCABULARY
Valid passport: Passports used to apply for the online visa process must be valid at least 06 months beyond the registered date of arrival. Applicants are fully responsible for checking this passport validity before using it to apply for Vietnam online visa process. If passports are less than 06 months’ validity counting from date of arrival, it must be renewed before apply.
Date format for online application at www.atevietnam.com/visa: Month/Day/Year (ex: April 05,1981)
Time Zone: Vietnam standard time – GMT +7
Available working days for visa process: All week days from MONDAY to FRIDAY – excluding SATURDAY and SUNDAY, and public national / international holidays.
Available working hours for visa process: from 8.00 AM to 15.30 PM – Vietnam time zone – every working days ( excluding: Saturday/Sunday and national/international holidays ).
Multiple / Single entry: Multiple is interpreted as multiple entries, not multiple applicants.
Multiple entries means you are allowed to enter / exit Vietnam multiple times within a given period of time.
2. PROCESSING TIME
Depend on the chosen processing time and the purpose of applicants when apply visa on arrival. The normal processing time is 2 working days. In urgent cases, you are able to have the visa approval letter within 4 – 8 hours. And in super urgent cases, your visa approval letter will be sent around 30 minutes – 4 hours.
In addition, the time to process for a visa upon arrival on weekends and holidays is more special.
Under normal circumstances, it takes 2 working days, starting from the next business day after you pay and notify us of your payment receipt. In special cases, additional documents may be required and processing time may be longer than usual. In such cases, we will inform you by email.
3. SERVICE COMPLETION
Our service is completed once the visa approval is sent to the email address you provided during the application process. You are required to notify us if you do not receive the approval in time, if no email informing us that you do not receive the letter within 3 days, the service is understood to be completed. We are not responsible for any delay/loss caused by the Wrong email addresses provided by applicants or the situation that applicants do not notify us by email that approval letter is not received.
Once the service is completed and the approval letter is sent to the applicant, the information and record of the applicant will be automatically deleted from our system. www.atevietnam.com/visa is not to be held accountable and responsible for the problems and claims associated with personal data and privacy issues.
4. CANCELLATIONS AND REFUNDS
It is important that should you wish to cancel your visa application with www.atevietnam.com/visa, you must contact us immediately right after applying successfully to prevent any unnecessary cost being incurred. Once an approval letter has been sent to your email address, we are unable to reimburse you the visa fee.
It is imperative that you supply us with all the correct information required for your requested visa at the time of your intended departure. ATE Vietnam cannot be held responsibility for any visa granted incorrectly or refused entry due to incorrect visa information and any losses incurred. Though every effort will be made on our part to correct any visa issues prior to departure, no refund will be given by us in the event of false or incorrect information being supplied at the time of submission. We strongly recommend that you should check your visa confirmation letter against your passport and personal information prior to departure.
5. VISA APPLICABLE
This visa is applicable to AIR TRAVEL only, so by applying through our website, you agree that you will FLY to Vietnam in order to get your visa stamped at Vietnam airport (Noi Bai airport (Ha Noi city), Tan Son Nhat airport (Ho Chi Minh City city), Cam Ranh airport (Nha Trang city), Da Nang airport (Da Nang city), Phu Quoc airport (Phu Quoc Island), Cat Bi airport (Hai Phong city) – not at the crossing border ). We will not refund in case you DO NOT enter Vietnam by AIR once your visa is approved.
If you object to any of the terms and conditions set out in this agreement you should not use any of the products or services on the Website.
Should you need further assistance, feel free to contact us by email at: info@atevietnam.com or call our hotline +84 912 655 361. We are always at your service. Have a great trip to Vietnam!
