Terms & Conditions

Apr 10, 2018

Halong cruises and Halong tours, our booking conditions

Please kindly read these terms and conditions before booking your Halong cruise. You are deemed to have read and accepted them, on behalf of all persons in the party.

• Contract

The contract between Halong Phoenix Cruiser and the Customer starts when the Customer issues reservation instructions and pays the deposit or the full amount.

• Deposit and Payment terms

Payments may be made bank transfer or credit card. Please see out Payment Methods page for more details.

A minimum deposit of 30% of the full amount is required for the reservation to be confirmed.

The final payment should be made at least 15 days prior the tour departure date. In the event of not receiving the final payment by the due date, we reserve the right to cancel all bookings and forfeit the deposit.

– Cancellation

– Cancellation by Halong Phoenix Cruiser

If Port Authorities do not deliver the daily sailing permit, in case of bad weather conditions / tropical storm, we will contact you as soon as we get the news and offer you the choice of an alternative of equivalent quality or a full refund of non-used services. No additional compensation will be paid over and above the total sum received from you.

• Cancellation by the Customer

All cancellations must be received in writing, by  email.

More than 30 days prior departure, no cancellation charge.

From 15 to 30 days prior tour departure, the cancellation charge is 30% of the full amount plus any additional or costs resulting to us.

Within 15 days prior departure or no-show, the cancellation charge is 100% of the full amount.

Refund of Unused Services

No refunds or exchanges will be made for unused transports, meals, accommodation or other services included in the tour price.

No refunds or exchanges will be made in case of no-show.

• Limitations of Liability

Halong Phoenix Cruiser accepts no responsibility for any loss, injury or damage sustained by passengers. Additional expenses due to delays, accidents, weather, natural disaster, quarantine, machinery breakdown, political actions, unrest or causes beyond Halong Phoenix Cruiser’s control must be borne by the Customer.

Please note that Halong Phoenix Cruiser operates on a tailor made basis. The Customer can request alterations to any aspect of your holiday. Halong Phoenix Cruiser advice the Customer of the cost or saving resulting from proposed alterations and if it is acceptable to you, incorporate it into the price.

• Obligations of the Customer

The Customer prior booking is deemed to have carefully read and fully accepted the terms and conditions on behalf of all persons in the party.

The Customer is responsible to ensure all travel documents (passport 6-months validity and pre-arranged Vietnamese visa) and health certificates are in order.

The Customer is responsible to check the booking reservation to ensure that all reservation details are correct and should notify Halong Phoenix Cruiser immediately of any errors or omissions.

The Customer agrees to conduct himself in a proper manner so as to not to cause danger, disturbance or offence to the crew and to other passengers.

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

Travel insurance is strongly recommended. It should cover personal accident, medical expenses, emergency repatriation and personal liability.

• Children Policy

Children under 4-years old will not be charged (Maximum of 1 child)

Children from 4 up to 8 years old:

– if bed-sharing with his parents, the child will be charged 50% of the adult price.

– if sharing a cabin with one adult, the child will be charged 70% of the adult price.

– if on a Day Tour, the child will be charged 70% of the adult price.

9 years old and older will be charged as adults.

Two children under 9 years old sharing a cabin will be charged 75% of the full cabin rate.

• Special Requests

Special requests shall be communicated by the Customer in writing at the time of the booking. Halong Phoenix Cruiser will make its best to fulfill them but declines the fact that special requests are part of the Contract. Halong Phoenix Cruiser do not take responsibility for failure to comply with a special request.

• Customers with Special Needs

It is the Customer’s responsibility to disclose, prior to booking, any relevant physical or mental condition of a member of his party. Halong Phoenix Cruiser reserves the right to decline booking to a person when Halong Phoenix Cruiser considers that the tour is inconsistent with the special needs of that person. Halong Phoenix Cruiser accepts no responsibility for the provision of an unsuitable tour for any person which special needs have not been disclosed at the time of booking.

• Complaints

If the Customer wishes to make a complaint in relation to the cruise, he should inform the tour guide at the moment the problem arises, thereby giving us a reasonable opportunity to rectify matters.

The Customer can notify Halong Phoenix Cruiser in writing using the feedback form or directly emailing our sales team or customer care managernot later than 30 days after the end of the tour.

• Dispute settlement

The terms and conditions contained herein are governed by and interpreted in accordance with the Laws of Vietnam.

• Privacy Policy

In order to complete the booking and the Port Authority registration, Halong Phoenix Cruiser requests personal data for the Customer. Halong Phoenix Cruiser will store this data is the only perspective of market research and marketing. No personal data will be sold, exchanged or transferred to any third person. The only exception to this rule is in case of package booking requiring the services of hotels or rental companies.