Vietnam Ping An Travel Service Co., Ltd. — Cancellation, Refund & Return Policy

Effective Date: 【2023】 / 【10】 / 【23】

To protect the legitimate rights and interests of our clients, and to clarify the rules for cancellation, refunds, and after-sales handling, we hereby establish this Cancellation, Refund & Return Policy. This Policy applies to all clients who book services through the Company's online or offline channels. As an integral part of the travel service contract, this Policy has the same legal effect as the contract.

I. Scope of Application

This Policy applies to the following circumstances:

1. Cancellation of itineraries or services requested by the Client for personal reasons;

2. Inability to provide services as scheduled due to reasons attributable to the Company;

3. Cancellation of itineraries or inability to carry out certain items due to force majeure;

4. Refunds for services not actually consumed (e.g., unoccupied hotel rooms, unused tickets, unused vehicles);

5. After-sales handling of the Client's dissatisfaction with services received.

II. Voluntary Cancellation Policy (by the Client)

Where the Client cancels the itinerary for personal reasons, the following policy shall apply:

1. Cancellation more than 【30】 days before departure: 【30】% of the fees paid will be refunded (after deducting non-refundable costs already incurred, such as issued air tickets or confirmed hotel bookings, subject to actual circumstances);

2. Cancellation within 【30】 days of departure: a refund ratio as specified in the contract shall apply, or the amount may be non-refundable, depending on the contract;

3. Cancellation on the departure day or after the trip has begun: fees already incurred shall not be refunded; refundable items not yet consumed shall be refunded on an actual-cost basis;

4. In all cases, refunds shall be subject to the deduction of actual costs already incurred and non-refundable.

III. Cancellation Due to the Company's Reasons

1. Where the itinerary cannot proceed due to reasons attributable to the Company (e.g., inability to arrange, unilateral cancellation), the Company shall fully refund the fees paid by the Client, or offer an alternative of equal value for the Client to choose;

2. If the Client chooses the alternative, the original fees shall be automatically applied to the new itinerary; if the Client chooses a refund, it shall be returned through the original payment channel within 【3】 business days after both parties confirm.

IV. Force Majeure Circumstances

1. Where itinerary cancellation or changes result from force majeure, including but not limited to weather, natural disasters, flight delays, government restrictions, war, or epidemics, neither party shall be liable for breach of contract;

2. Under force majeure:

· Fees for services not yet incurred shall be fully refunded or rescheduled at equal value;

· Fees already incurred shall be settled on an actual-cost basis and shall not be refunded;

3. The Company will make every reasonable effort to assist the Client in minimizing losses.

V. Refunds for Unconsumed Services

1. Where items were not used during the trip due to personal reasons and incurred no cost (e.g., unoccupied hotel rooms, unused tickets), a refund may be requested after verification;

2. The refund amount shall be calculated at the actual price paid for the item, excluding taxes and handling fees;

3. Items not consumed due to the Client's own reasons (e.g., lateness and missing the group, voluntarily giving up) shall not be refunded;

4. Where items could not be consumed due to the Company's improper arrangement, the Company shall bear responsibility and provide a refund accordingly.

VI. Cancellation and Change of Hotels, Tickets, and Individual Services

1. Hotels: refunds and changes shall follow the hotel's own cancellation policy; the Company will inform the Client truthfully and assist with the process;

2. Attraction Tickets: unused and refundable tickets may be refunded upon presentation of the ticket and order information; used or non-refundable tickets are excluded;

3. Transportation / Transfers: failure to board at the agreed time or last-minute cancellation shall be treated as consumption and shall not be refunded; where the Company fails to arrange as agreed, a full refund shall be provided;

4. Guide Services: where a guide is not provided due to the Company's reasons, a pro-rated refund shall be made based on the unserved time period.

VII. Refund Method and Timing

1. Refunds shall be returned through the Client's original payment channel (bank card, online payment, cash, etc.);

2. Refund timing: refunds shall be credited within 【3】 business days after both parties confirm the refund amount (processing time by banks and payment providers is not included in the Company's timeframe);

3. For cash payments, on-site refunds may be processed at the Company's service office;

4. Any cross-border or cross-bank handling fees incurred in the refund process shall be handled based on actual circumstances and communicated truthfully to the Client.

VIII. After-Sales and Compensation

1. During the trip, if the Client is dissatisfied with any service, they may report it immediately to the guide or customer service, and the Company shall resolve it on the spot;

2. Where services fail to meet the contractual standard due to the Company's fault, the Company shall, after verification, provide a refund or compensation proportional to the portion that failed to meet the standard;

3. In serious cases (e.g., unilaterally removing major itinerary items without reasonable justification), the Client is entitled to request a refund of the unconsumed portion and to negotiate additional compensation.

IX. Non-Refundable Circumstances

1. Fees for failure to travel due to the Client's own reasons (e.g., incomplete documents, violation of local regulations, failure to arrive on time);

2. Costs already incurred and non-refundable (e.g., issued air tickets, confirmed hotel bookings);

3. Optional activities voluntarily selected by the Client and already consumed;

4. Situations where the Client submits a refund request after the applicable refund deadline has passed.

X. Refund Application Procedure

1. The Client may submit a refund application through online customer service or the offline service office, providing the order number, contract number, and relevant supporting documents;

2. The Company's customer service shall verify and provide a refund plan within 【3】 business days;

3. After both parties confirm the refund amount, the refund shall be processed in accordance with the method and timing specified in this Policy;

4. In the event of a dispute, it shall be resolved in accordance with the dispute resolution method specified in the contract.

XI. Additional Notes

1. Matters not covered in this Policy shall be governed by the travel service contract signed by both parties;

2. The Company reserves the right to revise this Policy from time to time in accordance with business and policy changes; any revisions will be published on the official website with an updated effective date;

3. Where this Policy conflicts with Vietnamese laws and regulations, the laws and regulations shall prevail.

XII. Contact Us

If you have any questions about the refund policy or need to process a cancellation or refund, please contact us:

· Customer Service Hotline: +84 0932292338

· Official Website: www.cnwtly.com

· Email:travelbinhan@gmail.com

Thank you for choosing Vietnam Ping An Travel Service Co., Ltd. We are committed to serving you with dedication.