TERMS AND CONDITIONS

THIS IS IMPORTANT INFORMATION. Please read the Terms and Conditions below carefully before booking. By booking online or signing our booking form when making a reservation over the phone or by email, you are deemed to have read and accepted our Booking Conditions (which constitute 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.

These 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 services after a change has been made constitutes your acceptance of those changes.

In these Terms and Conditions, the words “Passenger”, “Customer”, or “Client” refer to you, the person who agrees to book, purchase, or travel on a tour, including any accompanying minors, and all of the passenger’s heirs, successors in interest, and personal representatives. “Company”, or the terms “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 an alternative.

2. DEPOSIT & PAYMENT

Unless we grant a credit term to you or 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 bookings, tours, and other administrative fees. The remaining money will be applied to your other tours and services with us within 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) that have cancellation policies 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 planned 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 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 36 hours 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 may transfer the amounts paid to an alternate departure date or alternatively receive a full refund (excluding bank transfer fees or any third-party service charges). 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 excesses 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 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 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.

The Customer agrees not to damage accommodation and, should such damage arise, agrees to pay the owner the cost of repair or replacement.

6. CHILD POLICY

Free of charge for one child under the age of two when accompanied by at least two full-paying adults and sharing the same room.

Free of charge for one child from two years old to under four years old when accompanied by at least two full-paying adults and staying in the same room. This discount is subject to airfare availability and airfare will be charged if used on the tour.

A tour price of 80% of the full-paying adult price will be charged for one child from 4 to 11 years old when accompanied by at least two full-paying adults and staying in the same room. This discount is subject to airfare availability and airfare will be charged if used on the tour.

Children aged twelve or older will be charged as adults. 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 is 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, as detailed in 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 obtain proper and detailed medical advice at least two months prior to travel regarding the latest health requirements, recommendations for your destination, and any associated costs. Where you fail to do so and 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 suffered, nor will we refund 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 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 failure 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 safety and security conditions, vaccinations, 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. The level required is equivalent to that obtained by routine daily exercise such as golf, jogging, energetic walking, tennis, etc. Activities during the tour may include (but are not limited to) trekking, hiking, off-road walking, cycling, kayaking, and navigating uneven terrain. Should you have any questions or need clarification about a specific tour, please ask for details at the 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 political, cultural, and geographical attributes present dangers and physical challenges greater than those present in daily life.

We use information from government foreign departments and reports from our own contacts in assessing whether the itinerary should operate. However, it is your responsibility to acquaint yourself with all relevant travel information and the nature of your itinerary. You acknowledge that your decision to travel is made in light of this information and that you accept the personal risks attendant upon such travel.

11. FLEXIBILITY

You acknowledge that the nature of this type of travel requires considerable flexibility and that alternatives may be necessary. The itinerary provided is representative of the types of activities contemplated; however, routes, schedules, itineraries, amenities, and modes 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 any program or part thereof and to use them for promotional purposes. By making a reservation, participants agree to allow their images to be used. Participants who prefer their images not be used should identify themselves to their Tour Leader or Tour Guide at the beginning of the itinerary.

13. COMPLAINTS

If you are not satisfied with any services provided by ATE Vietnam and wish to make a complaint, please notify your local tour guide or travel advisor to avoid similar issues during the remainder of your trip, thereby giving us a reasonable opportunity to rectify matters.

ATE Vietnam will act as an intermediary between clients and service suppliers such as airlines, trains, boats, and hotels in the event of any complaint.

Notwithstanding the above, complaints may be submitted in writing no later than 30 days after your return to the port of departure. Complaints received after this period will not be entertained.

The Customer may also email the Managing Director at: info@atevietnam.com

14. INSURANCE

Customers are required to have full travel insurance coverage. It is the Customer’s responsibility to read their insurance policy prior to travel and ensure adequate coverage, including trip cancellation, medical emergency evacuation, and other coverage (see Clause 16). Airline schedules, train timetables, and local conditions may affect accommodation and itineraries. Should this occur, ATE Vietnam will endeavor to substitute suitable arrangements of equivalent value.

15. LIMITATION OF LIABILITY

We contract with a network of suppliers, government agencies, and individuals to assist in operating our trips as agents for third parties. We are not responsible for the acts or omissions of these third parties.

To the fullest extent permitted by law, liability for any loss, death, injury, or damage suffered in connection with participation in a trip or breach of Booking Conditions is excluded.

You release us and our officers, employees, agents, and representatives from liability and expressly waive claims arising out of participation in a trip.

Any condition or warranty otherwise implied by law is excluded. Where such exclusion is not permitted, liability is limited to either:

(i) provision of a similar trip of equivalent value; or

(ii) a refund of the total amount received.

Claims for indirect or consequential loss, loss of profits, economic loss, or punitive damages are excluded.

16. FORCE MAJEURE

If, as a consequence of Force Majeure, ATE Vietnam is obliged to curtail, alter, extend, or cancel a tour, the client shall not be entitled to compensation for any resulting loss.

“Force Majeure” includes Acts of God, natural disasters, adverse weather, fire, destruction of vehicles, damage to accommodation, riots, war, civil commotion, government action, strikes, industrial action, mechanical breakdown, fuel shortages, insolvency or default of suppliers, or fraud.

Participation in any tour implies full and unconditional acceptance of these conditions.

⸻

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 for at least 06 months beyond the registered date of arrival. Applicants are fully responsible for checking passport validity before using it to apply for the Vietnam online visa process. If a passport has less than 06 months’ validity counting from the date of arrival, it must be renewed before applying.

Date format for online application at www.atevietnam.com/visa: Month/Day/Year (e.g. April 05, 1981)

Time Zone: Vietnam Standard Time – GMT +7

Available working days for visa processing: All weekdays from Monday to Friday, excluding Saturday, Sunday, and public national/international holidays.

Available working hours for visa processing: From 8:00 AM to 3:30 PM (Vietnam time zone) on working days only (excluding Saturday, Sunday, and national/international holidays).

Multiple / Single entry: Multiple is interpreted as multiple entries, not multiple applicants.

Multiple entry means you are allowed to enter and exit Vietnam multiple times within a given period of time.

2. PROCESSING TIME

Processing time depends on the chosen service and the purpose of the applicant when applying for a visa on arrival. The normal processing time is 2 working days. In urgent cases, you may receive the visa approval letter within 4–8 hours. In super urgent cases, the visa approval letter may be sent within approximately 30 minutes to 4 hours.

In addition, processing times for visas on arrival during weekends and holidays may vary.

Under normal circumstances, processing takes 2 working days, starting from the next business day after payment is made and the payment receipt is notified to us. 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 considered completed once the visa approval letter has been sent to the email address provided during the application process. You are required to notify us if you do not receive the approval letter on time. If no email notification is received from you within 3 days stating that the approval letter has not been received, the service shall be deemed completed.

We are not responsible for any delay or loss caused by incorrect email addresses provided by applicants or in cases where applicants fail to notify us by email that the approval letter was not received.

Once the service is completed and the approval letter is sent to the applicant, the applicant’s information and records will be automatically deleted from our system. www.atevietnam.com/visa shall not be held accountable or responsible for any problems or claims associated with personal data or privacy issues.

4. CANCELLATIONS AND REFUNDS

If you wish to cancel your visa application with www.atevietnam.com/visa, you must contact us immediately after applying successfully to prevent unnecessary costs. Once an approval letter has been sent to your email address, we are unable to reimburse the visa fee.

It is imperative that you provide all correct information required for your requested visa at the time of application. ATE Vietnam cannot be held responsible for any visa granted incorrectly or refusal of entry due to incorrect information, nor for any losses incurred. Although every effort will be made to correct visa issues prior to departure, no refund will be given if false or incorrect information is supplied at the time of submission. We strongly recommend that you check your visa approval letter against your passport and personal information prior to departure.

5. VISA APPLICABLE

This visa is applicable to air travel only. By applying through our website, you agree that you will fly to Vietnam to have your visa stamped at a Vietnam international airport, including Noi Bai Airport (Ha Noi City), Tan Son Nhat Airport (Ho Chi Minh City), Cam Ranh Airport (Nha Trang City), Da Nang Airport (Da Nang City), Phu Quoc Airport (Phu Quoc Island), and Cat Bi Airport (Hai Phong City), and not at land border crossings. We will not refund in cases where you do not enter Vietnam by air once your visa has been approved.

If you object to any of the terms and conditions set out in this agreement, you should not use any products or services on the Website.

Should you need further assistance, please 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!