It is important to read the following booking conditions carefully, as these are subject to your contract with Holiday Explore. All holiday packages and services provided on our website remain the property of Holiday Explore (brand name of Jewel Tours) and are protected by the Vietnam National Tourism Authority (Tourism Department).

How to Book a Tour
When you have found your ideal package tour, you can contact our sales team by phone or email to arrange a booking.  Prices are available on the website, however, prices may vary according to your requirements.  Please contact us for further information.

• Email us your enquiry, stating dates and tour request, hotel, etc
• We will respond within 24 hours and our friendly staff are available to discuss options with you
• When we have finalised the details we will complete an itinerary for you
• You can email us your booking and we will invoice you once a deposit has been received
• Pay the balance and travel! 

Prices and Surcharges
All prices on our website, in our brochures and newsletter are accurate at the time of publication.  We reserve the right to change any of these prices (including the cost of fuel, dues and landing taxes at airports on embarkation/disembarkation and fees at ports).  Prices on our website, in our brochures and newletters are updated regularly. Prior to booking we will give you an up-to-date price for your chosen holiday, including any flight supplements, upgrades or any additional facilities as requested.  

If you are travelling with your children it is your responsibility to ensure that they are fit and healthy to ensure they can participate in your chosen itinerary and that they are supervised at all times during the tour.  Holiday Explore is not responsible for failure to participate in any activity due to your childs' health or for the supervision of children on the tour.

Rates for Children

• Child under 2 years of age -  free of charge (applicable for ONE child only per booking)
• Child from 2-11 years (with extra bed) - 75% of total tour cost: (without extra bed) 50% of total tour cost
• Children 12 years of age and over - adult tour cost

How to pay
On agreement with our tour offer and price, we will process the booking and send you confirmation of your booking with invoice for the required deposit of 15% of the total tour cost, which is your guarantee of provisional reservation. The balance of the total cost of the tour is required no later than 21 days prior to travel date*.  If a booking is made within the 21 days prior to departure, you are required to make the full payment at the time of confirmed booking.

*Balance can be paid on arrival at our office upon prior agreement with the sales team 

Pay by wire transfer
ASIA COMMERCIAL BANK - HANOI BRANCH
Address:           184 - 186 Ba Trieu Str. Hai Ba Trung, Hanoi, Vietnam
Account name:  JEWEL TOURS.,JSC
Bank accounts: VND: 15453439 | USD: 15453459 | EUR:  69466249 
                         AUD: 113606059 | SGD: 113605319 | GBP: 113739979
Swift code:        ASCB VNVX
* International transaction bank fees pay by payee

Pay by credit card
By phone with our sales team or request an authorization form. Here is information require for payment

• Accepted card type: VISA | MASTER | JCB
• Name of card
• Card number
• Expire date
• CVC code 

* You should inform your bank about your payment in advance

Pay by PayPal online
You can make payment to us by credit card or through your current PayPal account directly to our website on on request of PayPal to make payment.

* Any payment for any tours or services the payee must strictly be a traveller in the group.

Insurance Liability
It is a condition of travel with Holiday Explore that all traveller(s) are adequately covered by travel insurance prior to arrival.  Insurance should cover personal accident and medical expenses, evacuation and repatriation, baggage loss, and cancellation or curtailment of holiday.

We advise you to tell us the name of the insurance company and its contact details so that we can give notification on your behalf if you are unable to do so in the unlikely event of an accident occurring. 

We are not responsible for any loss, injury or damage sustained by passengers. Additional expenses incurred due to delays, accidents, natural disaster, political actions and unrest must be borne by the customer.

FORCE MAJEURE
Force Majeure means Acts of God, natural disasters, adverse weather conditions, fire or other destruction of any vessel, craft or vehicle to be used in connection with a holiday, destruction or damage to holiday accommodation, riots, acts of war, civil commotion, exercise of legislative or government action, municipal or military or other authority, strikes, industrial action, requisition of equipment, mechanical breakdown, shortage of fuel, insolvency or default of any carrier or service connected with the tour.

If as a consequence of force majeure, Holiday Explore is obliged to curtail, alter, extend or cancel the tour, you shall not be at liberty to maintain a claim for compensation or otherwise for any loss arising as a consequence of said curtailment, alteration, extension or cancellation of the tour.

Amendment
All amendment requests must be received in writing at our office. We will try to make the changes subject to availability and have the right to charge an amendment fee to cover our administration costs. In addition to the fee we charge, any alteration, whether a change to an existing booking or a change to another tour or departure date, will also be subject to payment by you of any costs imposed by any of the suppliers providing the component parts of the tour. If the trip to which you transfer is more expensive than the one you originally booked, a further deposit will also be payable. 

CANCELLATION & REFUND
Cancellation by you
You, or any member of your party, may cancel your tour at any time providing that the cancellation is made in writing. Notice of cancellation will be effective upon receipt of your written communication. You must receive a notice that Holiday Explore has already received your cancellation request. As we start to incur costs from the time the trip is confirmed, we will retain your deposit and in addition will apply cancellation charges as shown below indicated days prior to arrival date:-

Group from 1 person up to 8 persons (FIT)
45 days   Loss of deposit                
15 – 44 days   Charge 25% of the total tour cost           
7 – 14 days Charge 50% of the total tour cost 
Less than 7 days Charge as NO SHOW 

Group from 8 persons and more (GIT)
60 days Loss of deposit             
45 – 59 days  Charge of 25% of the total tour cost     
30 – 44 days  Charge 50% of the total tour cost    
Less than 30 days Charge as NO SHOW

* This cancellation policy can be changed if there is any special note on booking confirmation.  If cancellation of part of a group, charges will be adjusted according to changes in chargers which are influenced by sharing of services/hotel rooms.

Cancellation by us
We reserve the right to cancel the agreement between us for any reason prior to your holiday, whereupon we will refund any monies that you have paid us in full. After full payment has been made, we will only cancel the agreement if circumstances beyond our control make it unavoidable.

In the unlikely event that such circumstances should arise, we will contact you immediately and offer you the choice of an alternative holiday or tour of equivalent quality, or a full refund of all monies paid. No additional compensation will be paid over and above the total sum received from you.

If we are forced to cancel your holiday after departure, we will, wherever possible, make suitable alternative arrangements. If we are unable to make such alternative arrangements, or you reject these for good reason then we will return you to your point of departure and refund you for any unused services, if appropriate.

Compensation however will not be payable if we are forced to cancel for reasons of force majeure. Circumstances amounting to "force majeure" include any event which we or the supplier of the service(s) in question could not even with all due care, foresee or forestall such as (by way of example and not by way of limitation) war, threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, acts of God, adverse weather conditions, and all similar events.

Refund
If your trip or your services are booked, confirmed and you already made payment to us, then we will process the refund to you only if you send us full documents required at the time you make the cancellation. We will complete your refund documents within 15 days from the date we received your request for refund. If you omit any of the required documents, Holiday Explore have the right to reject your refund request.

COMPLAINT PROCESS
If you have any reason to make a complaint during your holiday or tour, you must inform our local representative or your tour guide and the relevant supplier of the service immediately. If you are not happy with their action or response at the time of complaint, please inform our office in writing, within 35 days of your return home.  We will acknowledge your written notification within 24 hours and aim to provide a full response within 7 working days.  Our aim is to resolve any complaints you may have, but we cannot enforce the matter will be solved by the third party.