These booking conditions, together with our Privacy Policy and any other written information provided before your booking is confirmed, form the basis of your contract with Jewel Tours. All holiday packages and services featured on our website remain the property of Jewel Tours and are protected by the Vietnam National Administration of Tourism. Please read these terms carefully, as they set out the respective rights and obligations of both parties.
In these Booking Conditions, “you” and “your” refer to all persons named on the booking, including anyone added or substituted at a later date. Jewel Tours is referred to as “we”, “us”, or “our”. A binding contract is formed once we issue an invoice in response to your booking request.
HOW TO BOOK A TOUR
Once you have chosen your ideal itinerary, please contact us by phone or email to arrange your booking. While indicative prices for some tours appear on our website, final pricing may vary depending on your specific requirements. To prepare a tailored tour program, we will ask for the following information:
- Full name
- Contact number
- Country of residence
- Preferred departure date
- Number of travelers
- Any special requests
A dedicated member of our team will contact you within 24 hours to discuss your travel plans. Once you are happy with the proposed itinerary and pricing, we will issue a deposit invoice before confirming your booking. Should any accommodation or service become unavailable at the time of booking, we will suggest a suitable alternative.
1. Price and Surcharges
All prices published on our website, brochures, and newsletters are accurate at the time of publication. We reserve the right to adjust prices in response to factors beyond our control, such as fuel costs, currency fluctuations, airport taxes, and other levies. Prior to booking, we will confirm an up-to-date price for your chosen holiday, including any flight supplements, upgrades, or additional services requested. Once payment has been made in full, your tour price is guaranteed. No refunds are issued for included services that are not used.
2. Traveling with Children
Parents or guardians are responsible for ensuring children traveling with them are fit, healthy, and supervised at all times throughout the tour. Jewel Tours cannot be held responsible for a child’s inability to participate in an activity due to health reasons, nor for child supervision during the tour.
2.1 Rates for Children (one child per booking)
- Under 2 years: free of charge (sharing a bed with parents)
- 3–5 years: 25% of tour cost without an extra bed, or 50% with an extra bed
- 6–11 years: 50% of tour cost without an extra bed, or 75% with an extra bed
- 12 years and above: charged as an adult (sharing a room with an extra bed, or a single room at an additional charge)
3. How to Pay
Once the itinerary and cost are agreed, we will issue a deposit invoice equal to 15% of the total tour cost to secure a provisional reservation. The remaining balance is due no later than 45 days before your travel date. Bookings made within 45 days of departure require full payment at the time of confirmation. Groups of more than 8 travelers are subject to special conditions. Single services such as hotel bookings, visa applications, and transportation require full payment at the time of booking.
Payment for visa letter services is non-refundable. Hotel payment terms are based on the conditions confirmed at the time of booking. Transfer services require full payment 15 days prior to arrival; cancellations after confirmation incur a US$10 charge per booking.
3.1 Payment by Bank Transfer
Asia Commercial Bank – Hanoi Branch, 184–186 Ba Trieu Street, Hanoi, Vietnam.
Account name: Jewel Tours., JSC.
Account numbers (Choose which currency to pay)
VND: 15453439 | USD: 15453459 | EUR: 69466249 | AUD: 113606059 | GBP: 113739979
Swift code: ASCBVNVX.
International transaction bank fees are payable by the sender.
3.2 Payment by Credit or Debit Card (via OnePay)
Card payments are subject to a 4% processing fee. In line with Vietnamese government regulations, all card payments are charged in Vietnamese Dong, converted at the prevailing Vietcombank selling rate.
3.3 Payment via FlyRemit (India)
Payments made via FlyRemit are subject to a 2% processing fee.
Bank: YES Bank.
Account name: FlyRemit Private Limited.
Account number: 002227000001232.
IFSC code: YESB0000022.
4. Special Requests, Medical Conditions and Disabilities
Special requests should be raised at the time of booking. While we will do our best to accommodate reasonable requests, we cannot guarantee fulfillment, and an unmet request does not constitute a breach of contract. Please obtain written confirmation for any request that is important to you.
Please inform us of any medical conditions or disabilities that may affect your holiday before confirming your booking, so we can assess the suitability of your planned itinerary. We are not liable for additional costs arising from undisclosed conditions that later require changes to a confirmed booking.
5. Insurance
As a licensed international to our operator, we are legally bound to 250.000.000VND (USD12,000) to maintain a substantial bond in a holding account at a government bank in Vietnam for your protection
All travelers must be adequately covered by travel insurance before arrival. We strongly recommend cover for personal injury, medical expenses, evacuation and repatriation, baggage loss, cancellation or curtailment, and personal liability. Proof of insurance may be requested, and we reserve the right to decline a booking if we believe insurance cover is insufficient. We recommend sharing your insurer’s contact details with us in case of an emergency. Jewel Tours is not liable for loss, injury, or damage sustained by travelers, and any additional expenses arising from delays, accidents, natural disasters, or political unrest are the traveler’s responsibility.
6. Amendments
All amendment requests must be submitted in writing. Changes are subject to availability and an administration fee of US$20 per person, in addition to any costs charged by our suppliers. If the new arrangement is more expensive than the original booking, an additional deposit will be required.
7. Cancellation and Refunds
7.1 Cancellation by You
Cancellations must be made in writing and take effect upon our receipt of your written notice; we recommend using a trackable delivery method. As we incur costs from the point of confirmation, your deposit will be retained and cancellation charges applied as follows:
Individuals and small groups (1–8 travelers):
- 30+ days before departure: loss of deposit
- 15–29 days: 25% of total tour cost
- 7–14 days: 50% of total tour cost
- Less than 7 days: 100% of total tour cost
Groups (8 or more travelers):
- 60+ days before departure: loss of deposit
- 45–59 days: 25% of total tour cost
- 30–44 days: 50% of total tour cost
- Less than 30 days: 100% of total tour cost
This policy may vary where an alternative arrangement has been specifically confirmed in writing at the time of booking. Where part of a group cancels, we reserve the right to re-quote based on the revised group size.
7.2 Cancellation by Us
We reserve the right to cancel a booking without notice if an agreed deposit is not received. We may also cancel prior to your holiday for reasons beyond our control, in which case we will offer an alternative holiday of equivalent quality or a full refund. After full payment has been made, we will only cancel where unavoidable circumstances arise, and we will contact you immediately to arrange suitable alternatives or a refund. If a tour must be cancelled after departure, we will make reasonable alternative arrangements or, where this is not possible, return you to your point of departure and refund any unused services.
7.3 Refunds
Refunds are processed only once all required documentation has been received. We aim to complete refunds within 30 days of receiving a complete request; incomplete submissions may be declined.
8. Force Majeure
Jewel Tours is not liable for cancellations, alterations, or curtailments resulting from force majeure — circumstances beyond our reasonable control, including war, civil unrest, terrorism, natural disasters, disease, fire, and severe weather. “Happenings beyond our control” also include mechanical breakdown, supplier insolvency, strikes, and government or military action affecting travel arrangements.
All travelers to Vietnam, Laos, and Cambodia should check current health and entry requirements prior to departure, as these may be updated by local authorities from time to time.
9. Jurisdiction and Applicable Law
These Booking Conditions are governed by the laws of Vietnam. Any disputes arising between us will fall under the exclusive jurisdiction of the courts of Vietnam.
10. Complaints
Should you have any concerns during your holiday, please inform our local representative or tour guide, as well as the relevant supplier, immediately so the matter can be addressed on the spot. If unresolved, please submit a written complaint to our office within 35 days of your return. We will acknowledge your complaint within 24 hours and aim to provide a full response within 7 working days.