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Policy & Regulations Center

Policy & Regulations Center

Ensuring fairness and transparency in all tourism activities

Return and Refund Policy

Last updated: 11/03/2026

EXCHANGE, RETURN, AND REFUND POLICY

(Issued in conjunction with Decision No. 02/2026/QD-DGT dated October 30, 2026, by the Director of DGROUP Technology Co., Ltd. – Version 1.0 – Effective from October 30, 2026)

Article 1. Scope of Application and Legal Basis

  1. This Policy governs the change (exchange) of services, cancellation of services, and refunds for bookings placed on the e-commerce platform huongdanviendulich.vn (hereinafter referred to as the "Platform") managed and operated by DGROUP TECHNOLOGY CO., LTD. (hereinafter referred to as the "Company"), including: hiring tour guides; booking tours; self-drive vehicle rentals (cars, motorcycles, bicycles); chauffeured cars; airport transfers; and hiring drivers.
  2. This Policy supersedes the previous "Cancellation and Refund Policy" page on the Platform. The contents regarding cancellation and refunds in this Policy are consistent with Section III.6 of the Operating Regulations and Article 8 of the Platform Service Agreement.
  3. Applicable subjects: Tourists (Buyers) – organizations and individuals who book and use services through the Platform (hereinafter referred to as the "Buyer"); sellers comprising 3 groups: Tour Guides (hereinafter referred to as "Tour Guides"), Travel Partners, and Vehicle Providers; and the Company. Travel Partners hiring Tour Guides or renting vehicles on the Platform are subject to this Policy in their capacity as Buyers.
  4. Legal bases: Law on E-Commerce 2025; Article 14 of Decree No. 248/2026/ND-CP; Law on Protection of Consumers' Rights 2023; Law on Tourism 2017; Law on Electronic Transactions 2023; Civil Code 2015; and the Platform's Operating Regulations.

Article 2. Definitions and Terminology

  1. Successful Payment: the point in time when the Platform records the booking status as "Paid" after the Finance – Reconciliation department confirms that the funds have reached the Company's dedicated account; this timestamp is displayed in the booking details. Any amount credited to the dedicated account within the payment deadline shall be deemed paid on time, even if reconciliation is completed after the deadline.
  2. Service Start Time: the time specified on the booking, including: service start time (hiring a Tour Guide), departure time (tour), vehicle pick-up time (self-drive vehicle rental), and pick-up time (chauffeured car, airport transfer, driver hire).
  3. Modify Booking: a function within the account allowing the Buyer or seller to request changes to the booked order details; changes are effective only when the other party approves them on the Platform.
  4. Valid Cancellation Request: a cancellation request submitted by the Buyer using the "Request Cancellation" function within their account for their booking, which has been verified by the system as compliant with the cancellation policy applicable to the booking.

Article 3. General Principles

  1. The subject of transactions on the Platform is services, with no tangible goods, and therefore no return of goods will arise. "Exchange" is understood as changing the service details under Article 4; "return" is replaced by service cancellation and refunds under Articles 5 to 12.
  2. The Buyer only makes payment after the seller has confirmed the booking. Therefore, bookings rejected by the seller, or automatically cancelled due to the seller's failure to respond within the prescribed time limit, do not incur payment and do not incur a refund.
  3. The Buyer pays 100% of the booking value via bank transfer to the Company's dedicated account under the seller's authorization for collection on their behalf. The funds are held in escrow until the service is completed and the complaint period expires; the refund to the Buyer is disbursed from the escrowed amount of that booking; in the event that a refund pursuant to complaint resolution outcomes is insufficient, it shall be handled in accordance with Clause 5, Article 9.
  4. The cancellation policy applicable to each booking is the policy displayed on the product page and review screen at the time the Buyer submits the booking request, which is recorded in the electronic contract and cannot be altered after the contract is executed.
  5. The refund rate is calculated as a percentage of the amount the Buyer paid for the booking. The Buyer does not pay any fee to the Platform; platform fees are borne by the seller and do not reduce the amount refunded to the Buyer.
  6. In case of multiple interpretations or differing provisions, the provision more favorable to the Buyer shall prevail.

Article 4. Service Change (Modification of Booking Details)

  1. Changes to date, time, number of guests, or service details: The Buyer shall request via the modify booking function in their account. The seller may also request changes via the modify booking function. Any change regarding date, time, price, or number of guests is effective only when the other party (the seller or the Buyer) approves it on the Platform. Agreements on modifications made via chat or outside the Platform that have not been confirmed through the modify booking function shall have no validity in modifying the booking.
  2. When a booking is modified, the system sends notifications via email and within the account to both parties and logs the audit trail of the changes. The executed contract is locked and cannot be edited by anyone; modified contents are recognized solely by a new booking modification confirmation with an audit trail.
  3. In the event that modifications result in a price change, the new price shall be shown in the booking modification confirmation for mutual confirmation by both parties on the Platform. The Buyer shall not transfer money directly to the seller.
  4. If the seller does not agree to the change: the booking remains as originally executed. The Buyer shall either continue using the service or submit a cancellation request in accordance with Article 11; the refund amount shall be governed by Article 6 or the published specific policy under Article 7.
  5. Vehicle replacement: upon vehicle delivery, if the vehicle does not match the description, the Buyer has the right to refuse acceptance; the Vehicle Provider shall provide an equivalent replacement vehicle if the Buyer agrees; if the Buyer disagrees, the booking shall be cancelled and the Buyer shall receive a 100% refund (Article 8).
  6. Airport transfer: if a flight is delayed or rescheduled by the airline, the Vehicle Provider shall adjust the pick-up time according to the actual landing time at no cancellation fee; the Vehicle Provider shall wait free of charge for up to 60 minutes after the actual landing time.

Article 5. Booking Cancellation Prior to Payment

  1. Orders in "Pending Confirmation" or "Pending Payment" status can be cancelled by the Buyer free of charge, with no payment obligation incurred.
  2. Orders are automatically cancelled, with no charges incurred, when:
    • The Seller does not confirm or rejects within 24 hours from the time the Buyer submits the request (for airport transfer bookings made less than 24 hours before pickup time: within 02 hours from the time the Buyer submits the request);
    • The Buyer fails to make payment within 24 hours from the time the seller confirms (for orders created from a quotation: from the time the Buyer accepts the quotation), or by the service start time stated on the order without payment; available schedules, slots, and vehicles are released.

Article 6. Default Cancellation and Refund Policy (Buyer cancels a paid order)

ServiceCancellation TimelineRefund Rate
Tour guide hiringWithin 01 hour of successful payment100%
Tour guide hiringCancelled 07 days or more before the service start time80%
Tour guide hiringCancelled less than 07 days before the service start time50%
Tour guide hiringCancelled after the service has startedNo refund
Tours under 02 daysWithin 01 hour of successful payment100%
Tours under 02 daysCancelled 05 days or more before departure time80%
Tours under 02 daysCancelled from 01 day to less than 05 days before departure time50%
Tours under 02 daysCancelled less than 01 day before departure time, or after the tour has startedNo refund
Tours of 02 days or moreWithin 01 hour of successful payment100%
Tours of 02 days or moreCancelled 45 days or more before departure time90%
Tours of 02 days or moreCancelled from 15 days to less than 45 days before departure time50%
Tours of 02 days or moreCancelled from 07 days to less than 15 days before departure time20%
Tours of 02 days or moreCancelled less than 07 days before departure time, or after the tour has startedNo refund
Self-drive car rental (default)Within 01 hour of successful payment100%
Self-drive car rental (default)Cancelled 07 days or more before vehicle pickup time90%
Self-drive car rental (default)Cancelled from 48 hours to less than 07 days before vehicle pickup time70%
Self-drive car rental (default)Cancelled from 24 hours to less than 48 hours before vehicle pickup time50%
Self-drive car rental (default)Cancelled less than 24 hours before vehicle pickup time, or no-show for pickupNo refund
Car with driver, airport transfer, driver hire (default)Within 01 hour of successful payment, or cancelled 24 hours or more before pickup time100%
Car with driver, airport transfer, driver hire (default)Cancelled from 06 hours to less than 24 hours before pickup time50%
Car with driver, airport transfer, driver hire (default)Cancelled less than 06 hours before pickup time, or Buyer no-show (airport pickup: more than 60 minutes after actual landing time)No refund

Notes:

  • The "Within 01 hour" threshold is counted from the time of successful payment and takes precedence, even for last-minute bookings: Buyers cancelling within 01 hour of successful payment always receive a 100% refund, even if the cancellation time falls into another threshold on the table.
  • The remaining thresholds are counted backwards from the service start time stated on the order: service start time (Tour guide hiring), departure time (tours), vehicle pickup time (self-drive car rental), pickup time (car with driver, airport transfer, driver hire).
  • "Default" is the policy applied when the Transport Provider does not publish its own cancellation policy (Article 7).
  • The cancellation time is the moment the Buyer clicks to confirm the "Cancellation Request" on the platform, as recorded by the system.

Example: For a self-drive car scheduled for pickup at 08:00 on November 10, if the Buyer cancels at 10:00 on November 08 (46 hours remaining before pickup time), a 50% refund is granted.

Article 7. Seller's Custom Cancellation Policy

  1. Tour guides: The default policy in Article 6 applies; custom cancellation policies are not permitted.
  2. Tour operator partners: May publish a custom cancellation policy for each tour, but it must not be less favorable to the Buyer than the default policy in Article 6 at any cancellation threshold.
  3. Transport providers: May publish a custom cancellation and refund policy for each vehicle/service in the description section; if a Transport Provider does not publish one, the default policy in Article 6 applies. Any custom policy must ensure that Buyers cancelling within 01 hour of successful payment receive a 100% refund; this threshold takes precedence under both the default policy and custom policies.
  4. Custom policies must be displayed on the product page and the review screen before the Buyer submits the request to book the service. Custom policies not displayed in this manner shall not apply; in such cases, the default policy in Article 6 shall apply.
  5. The system does not allow saving products that lack a cancellation policy; custom policies are moderated before being displayed. Custom policies of Tour Operator Partners that are less favorable than the default policy will be subject to revision requests and will not be displayed.

Article 8. Seller Cancels Order or Fails to Provide Service

CircumstanceBuyer's EntitlementConsequences for Seller
Tour Operator Partner or Transport Provider cancels a paid order100% refundDeduction of reputation points; restrictions on new listings or account suspension if cancelled multiple times without valid justification
Tour Guide cancels a confirmed booking due to their own fault100% refund; from March 31, 2027 (when the deposit policy takes effect), additionally receive the Tour Guide's full deposit of VND 500,000 as compensationDeduction of reputation points; account may be temporarily lockedTransport Provider fails to deliver the vehicle100% refundSame as when a Transport Provider cancels a paid bookingVehicle does not match the description upon deliveryRight to refuse acceptance; vehicle replaced with an equivalent one if agreed by the Buyer; otherwise, the booking is canceled and 100% refundedViolation handled according to the Operating Regulations (if applicable)Cancellation due to a Force Majeure event with valid documentationThe platform supports mediation; funds are temporarily held and processed according to the agreement between the Buyer and the SellerHandled according to the agreement between both parties
  1. When a Seller cancels a paid booking, the Company does not charge platform fees for that booking; the 100% refund is not subject to any deductions.
  2. The Tour Guide deposit applies only from March 31, 2027; prior to this date, Tour Guides are not required to pay a deposit, and Buyers receive a 100% refund of the paid amount.
  3. In cases of cancellation due to Force Majeure where both parties cannot reach an agreement, the parties may resolve the matter pursuant to the Procedures for Receiving and Resolving Feedback, Requests, and Complaints.

Article 9. Services Not Conforming to Published or Committed Information

  1. Feedback timeframe: Buyers must submit feedback or complaints along with the booking code, description, and evidence within 05 working days from the time the service is recorded as completed; for vehicles not matching the description: submit feedback immediately upon vehicle delivery. Submission channels: "My Complaints" form within the account (supporting attached photos, PDFs, audio, or video up to 10 MB/file), email support@huongdanviendulich.vn, Hotline/Zalo 0335286405.
  2. Disbursement suspension: The system issues a tracking code immediately upon complaint submission; booking funds are immediately suspended from disbursement upon receipt of the complaint; the platform confirms and classifies the complaint within 24 hours of receipt.
  3. Seller explanation: The Seller must provide an explanation within 02 working days of receiving the notice. If the deadline passes without a response, the Seller is deemed to have accepted the Buyer's request, and the platform will issue a refund according to that request, up to the maximum amount currently being held for the booking.
  4. Negotiation and mediation: The platform cross-references published listings, electronic contracts, chat history, vehicle handover records, and evidence from both parties; facilitates negotiations between both parties; and announces mediation outcomes within 03 to 07 working days of receiving complete documentation. The remedial plan (re-providing or compensating with equivalent services, vehicle replacement, partial or full refund) and the compensation amount are to be negotiated and decided voluntarily by the Buyer and the Seller, with a written agreement recorded and stored on the platform. The platform does not unilaterally decide the compensation amount on behalf of the two parties.
  5. Execution:
    • If both parties reach an agreement: The platform refunds the Buyer and/or disburses funds to the Seller in accordance with the written agreement, drawn from the withheld funds and the Tour Guide's deposit (when applicable, if agreed by both parties); if insufficient, based on the written agreement or an effective judgment/decision, the remaining amount will be deducted from the Seller's subsequent payouts or the Seller will be requested to reimburse it.
    • If both parties cannot reach an agreement: The platform continues to hold the relevant funds, instructs the parties to request settlement from competent state authorities, arbitration, or courts, provides electronic evidence upon lawful request, and executes refunds and disbursements in accordance with legally effective decisions or judgments. Within 30 days of the platform notifying that mediation was unsuccessful, if neither party submits proof of filing an action with a competent authority, arbitration, or court, the platform will disburse the funds to the Seller.
  6. The platform removes or mandates the correction of misleading content and handles Seller violations (if any) pursuant to the Operating Regulations.
  7. Detailed step-by-step procedures and timeframes are governed by the document on Procedures for Receiving and Resolving Feedback, Requests, and Complaints.

Article 10. Platform Fees and Commissions Upon Booking Cancellation

  1. Platform fees are borne by the Seller, deducted upon disbursement, and do not reduce the refund amount received by the Buyer.
  2. Bookings canceled with a full refund: No platform fees are charged.
  3. Canceled bookings for Tour Guide hiring and vehicle rental (self-drive cars, cars with driver, airport transfers, motorbikes, bicycles, driver-for-hire), including partial refunds: No fixed fee is charged.
  4. Tours with partial refunds: A 5% fee is calculated on the value retained by the Seller according to the cancellation policy, not on the total tour value.
  5. Canceled bookings do not incur affiliate marketing commissions.

Examples (based on the fee schedule in Section IV.4 of the Operating Regulations):

  • A Tour Guide hiring booking of VND 1,500,000 completed normally: The Tour Guide pays a fee of VND 50,000/transaction and receives VND 1,450,000. If this booking is canceled by the Buyer and refunded at 50% or 80%, the Tour Guide does not have to pay the fixed fee of VND 50,000.
  • A Tour of VND 2,000,000 completed normally: A fee of VND 100,000 (5%) applies, and the Seller receives VND 1,900,000. If the tour is canceled and the Buyer receives a partial refund, the 5% fee is calculated solely on the retained value held by the Seller after refunding the Buyer.
  • If the Seller cancels a paid booking, or the Buyer cancels within 01 hour of successful payment: The Buyer receives a 100% refund, and the Seller incurs no platform fee.

Article 11. How to Submit a Cancellation Request

Step 1: The Buyer logs into their account, navigates to the orders section, selects the booking to cancel, and clicks “Request Cancellation”.

Step 2: The system displays the refund amount based on the applicable cancellation policy for the booking (default or published custom policy) before the Buyer confirms the cancellation. The Buyer reviews and clicks to confirm; the timestamp of confirmation is recorded as the cancellation time.

Step 3: The system verifies validity according to the cancellation policy applicable to the booking. If further verification is required, Customer Service will contact the Buyer within 24 hours of receiving the cancellation request.

Step 4: The platform notifies the result via email and within the account (approval, or rejection with reasons). If disagreeing with the result, the Buyer has the right to file a complaint in accordance with Article 13.

Step 5: The refund order is executed within the timeframe specified in Article 12; the booking status changes from “Cancelled” → “Refunded”.

Step 6: The system notifies the seller and related parties; cancellation and refund request data is stored for lookup and dispute resolution purposes.

Buyers do not need to submit a cancellation request for bookings already cancelled by the seller; the platform automatically creates a refund order in accordance with Article 12.

Article 12. Timeframe and Method of Receiving Refunds

CaseTimeframe for Executing Refund Order
Seller cancels a paid booking (including vehicle operators unable to deliver the vehicle; vehicle not matching description and Buyer refuses a vehicle replacement)Up to 24 hours from the time the seller cancels the paid booking – in cases where the seller cannot provide the service or cannot deliver the vehicle, calculated from the time the booking is cancelled on the platform due to non-fulfillment by the seller
Buyer cancels a paid bookingWithin 02 working days from the time the Buyer submits a valid cancellation request
Refund according to complaint resolution resultsAccording to the agreement record between the two parties or a legally effective decision/judgment; funding source according to Clause 5, Article 9
  1. The actual time for funds to reach the Buyer's account is 03 – 07 working days from the date the refund order is executed, depending on the bank.
  2. Funds will be refunded to the bank account used by the Buyer to transfer payment for the booking. The platform does not issue refunds in cash and does not refund via the seller.
  3. The 500,000 VND deposit from the Tour Guide transferred to the Buyer (where applicable) will be transferred to the same account receiving the Buyer's refund.
  4. In the event of a system disruption, time limits for automatic booking cancellation, completion confirmation, and complaints will be suspended and recalculated once the system resumes normal operations; the timeframe for executing refund orders under this Article will not be suspended.

Article 13. Complaints Regarding Cancellation and Refunds

  1. Buyers who disagree with the handling of cancellation requests, refund amounts, or delayed refunds may submit a complaint via the channels specified in Clause 1, Article 9. Buyers and sellers who disagree with the platform's decision (rejection of receipt, penalty handling) or the automated system's processing results may submit a “Request for Reconsideration”; authorized personnel (Customer Service/Director) will respond within 05 working days from receiving the request for reconsideration.
  2. Complaint status can be tracked under “My Complaints”: Received → Under Verification → Awaiting Seller Explanation → Result Available → Closed/Request for Reconsideration.

Article 14. Contact

  • Hotline/Zalo: 0335286405
  • Email: support@huongdanviendulich.vn
  • Address: DGROUP TECHNOLOGY COMPANY LIMITED, 152 – 154 Vo Van Kiet, Ben Thanh Ward, Ho Chi Minh City
  • Website: https://huongdanviendulich.vn