Refund & Cancellation Policy

The huongdanviendulich.vn platform applies a transparent and fair cancellation and refund policy for all parties. All policies below are the platform's default policies.

Tour operators have the right to set separate cancellation policies that are stricter than the default policy. The separate policy must be clearly stated and publicly disclosed in the service/tour description, and Tourists must agree to it before payment.

When a Tourist is subject to a penalty, the platform only charges a service fee on the penalty amount (VND 50,000 for Guide Rental services and 5% of the penalty amount for Tour Booking services).

Refund processing time

All refunds will be processed by the platform within 03–07 business days from the date the cancellation request is approved (excluding holidays, public holidays, Saturdays, and Sundays). The actual processing time may vary depending on the payment method (for example, refunds to credit cards may take longer).

1. Cancellation and refund policy for Guide Rental services

a. Tourist cancellation policy

• Cancellation within 01 hour of payment: 100% refund
• Cancellation more than 07 days before the service start date: 80% refund (20% penalty)
• Cancellation within 07 days before the service start date: 50% refund (50% penalty)
• Cancellation after the service has started: No refund

Note: Guides are required to comply with the platform's policy. Separate policies may not be applied.

b. Cases where the Guide cancels or declines

• Before confirming the service (by clicking the confirmation button): The Guide has the right to decline a request due to an unsuitable schedule, etc., without affecting their reputation.
• After confirmation: If cancellation is due to the Guide's fault: The entire VND 500,000 deposit is forfeited, reputation points are deducted, and the account may be temporarily locked. The Tourist will receive a 100% refund. If cancellation is due to force majeure (with valid supporting documents): The platform will provide flexible mediation support.

2. Cancellation and refund policy for Tour Booking services

a. Tourist cancellation policy

Short tours (under 2 days)

• Cancellation within 01 hour after payment: 100% refund
• Cancellation more than 05 days before the tour start date: 80% refund (20% penalty).
• Cancellation within 05 days before the tour start date: 50% refund (50% penalty).
• Cancellation less than 01 day before the tour start date: No refund.

Long tours (2 days or more, including international tours)

• Cancellation within 01 hour after payment: 100% refund
• Cancellation more than 45 days before the tour start date: 90% refund (10% penalty).
• Cancellation from 45 days to 15 days before the tour start date: 50% refund (50% penalty).
• Cancellation from 15 days to 07 days before the tour start date: 20% refund (80% penalty).
• Cancellation within 07 days before the tour start date: No refund

Note: Tour operators or Guides posting tours are permitted to establish separate policies for each tour program as appropriate. However, these separate policies may not be more lenient than the platform's default policy.

b. Cases where the Tour Operator / Guide cancels the tour

• The Tourist will receive a 100% refund of the tour value.
• The platform will support processing the refund as soon as possible (within a maximum of 05–07 business days).
• The Tour Operator or Guide may be restricted from posting new tours, have reputation points deducted, or have their account locked if they cancel repeatedly without a valid reason.

3. Cancellation and refund procedure

Step 1: The Tourist logs into their account, selects the transaction they wish to cancel, and submits a refund request.

Step 2: The system checks the validity of the request according to the cancellation policy. If further verification is required, the customer service department will contact the Tourist within 24 hours.

Step 3: The system notifies the processing result (approval or rejection with reasons). If rejected, the customer may submit a complaint.

Step 4: The platform processes the refund within the following time limits:

• If the Guide/Partner declines or does not respond: A 100% refund will be issued immediately or within a maximum of 24 hours.
• If the Tourist cancels voluntarily: The refund will be issued according to the policy (in full or in part) within 02 business days (the actual processing time may extend to 03–07 business days depending on the payment method). Step 5: Notify all relevant parties of the result. Step 6: Cancellation and refund request data will be stored for reference and dispute resolution.

4. Important notes and limitation of liability

Huongdanviendulich.vn only acts as an intermediary for connecting parties and holding funds, and is not liable to compensate for any indirect damages arising from the cancellation of services (airline tickets, attraction tickets, hotel bookings, changes to personal plans, etc.).

Tourists are strongly advised to purchase travel insurance before booking services to maximize protection of their rights and interests.

Customers are requested to carefully read the policy before making payment. Any disputes arising will be supported and resolved in accordance with the Complaint and Dispute Resolution Procedure.