Terms and conditions

To make the most of your trip with L’étoile Vietnam, we ask you to read carefully the terms and conditions that apply to all our tours.

Booking

1. A booking can be made by email, letter or fax to L’étoile Vietnam. L’étoile Vietnam will reply with confirmation of the booking by return of post, or email. A confirmation letter will include a detailed breakdown of the request, including information pertaining to the supplier or provider of the services booked by l’étoile Vietnam on your behalf, the price, the quantity, and the dates of travel. Until you have received a confirmation email sent by L’étoile Vietnam, you must consider that your request has not been taken into account. It is up to you to make sure you have received the booking confirmation by email.

2. A confirmation email does not constitute a final and definitive confirmation of the booking, but informs you that your request has been recorded and is being processed. The final confirmed programme will be considered a binding contract between the two parties.

Liability

1. L’étoile Vietnam is responsible for all services provided during the tour: transport, accommodation, catering, tour guide, visits, excursions and other arrangements as they were outlined in the final programme.

2. L’étoile Vietnam reserves the right to alter, change or cancel the tour when deemed necessary to ensure the comfort, welfare and security of its clients. Extra costs incurred following alterations to the planned tour in the event of force majeure are at the client’s expense. In all other events, expenses are to be reimbursed by l’étoile Vietnam.

3. Should the client decide to interrupt his tour, or services as they are being rendered, he will not be reimbursed or refunded any part of his trip.

Cancellation policy

All cancellation requests are to be made in writing (email, fax, letter) by the client. L’étoile Vietnam will confirm the cancellation in writing. Cancellations by telephone will not be taken into account or recorded.

Cancellation costs are waived in the event of force majeure affecting the tour directly: fire, natural disaster, war, labour strike, terrorism, epidemic, etc.

Cancellation costs are calculated as follows:

    * up to 30 days before departure : no cancellation costs.
    * up to 15 days before departure : 25% of the total cost of the tour.
    * between 3-14 days before departure : 50% of the total cost of the tour.
    * 48 hours or less before departure : 75% of the total cost of the tour.

PAYMENT

 1. Once the tour has been confirmed, registration must include a 30% deposit on the total cost of the trip, payable by bank transfer into the agency’s bank account.

2. The remaining 70% of the total cost should be paid by bank transfer 15 days before departure or at agency headquarters after arrival.  If you wish to settle this sum in cash or by credit card, please let us know so we may give you our agreement.

As soon as the service is confirmed, an invoice will be issued to the client by L’étoile Vietnam and sent to the client by fax or email.

DISPUTES

- In case of disagreement, both parties should seek to find an amicable solution to the dispute.  In case of litigation and/or complaint, the International Arbitration Centre of Vietnam attached to the Vietnam Chamber of Commerce and Industry will be the only competent jurisdiction.

- The 2001 Law on Tourism in Vietnam stipulates that all tourism companies, including L’étoile Vietnam, must make a compulsory deposit of capital of VND 500,000,000 (approximately Euros 30,000) in a Vietnamese bank.  This capital cannot be used by L’étoile Vietnam and is intended for the direct reimbursement of customers in cases where we fail to adhere to the contract and lose legal proceedings.

All complaints must be submitted in writing 30 days - at the latest - after the end of services rendered by L’étoile Vietnam.

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What our customers say

" We arrived last night after an additional three nights in HCMC. Our trip to Vietnam was extremely rewarding. We will remember the excellent organisation, the friendly welcome and the stunning landscapes.... "
--- Alain Hamel, Narbonne, France

Testimonials

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