1. General Policy

VIETCAN TRAVEL GATEWAY is committed to transparency and fairness in our cancellation, change, and refund policies in order to protect customer rights and maintain service quality.

Due to the nature of travel services, tours, airline tickets, hotel bookings, and related services cannot be treated as regular refundable products. Refunds and changes are subject to the specific conditions outlined below.

2. Customer-Initiated Tour Cancellation

If a customer requests to cancel a tour after payment has been completed, the following cancellation fees will apply (calculated based on working days prior to the departure date):

  • More than 15 days before departure: Refund of 90% of the total tour price (excluding bank fees and visa fees, if applicable)

  • 10–14 days before departure: Refund of 70% of the total tour price

  • 5–9 days before departure: Refund of 50% of the total tour price

  • Less than 5 days before departure or no-show: No refund

Note: Promotional tours, special-price tours, and individual services (such as airline tickets, hotel bookings, visas, etc.) may be non-refundable in accordance with supplier policies.

3. Tour Change / Rescheduling Policy

  • Customers may request a change of departure date or tour (subject to availability) at least 10 days before the original departure date.

  • Price differences or supplier-imposed change fees may apply.

  • Each booking is eligible for one change only.

4. Cancellation by VIETCAN TRAVEL GATEWAY

In the event that a tour is canceled due to insufficient participants, weather conditions, natural disasters, epidemics, or other force majeure events, we will:

  • Provide a 100% refund of the amount paid, or

  • Offer an alternative tour or rescheduled departure date based on mutual agreement.

5. Refund Method and Processing Time

  • Refund processing time: 7–14 business days from the confirmation date.

  • Refund methods:

    • Bank transfer

    • Refund to the original payment method (if applicable)

Any bank or payment gateway fees (if any) will be borne by the customer.

6. Non-Refundable Cases

Refunds will not be issued in the following situations:

  • Incorrect or incomplete information provided by the customer (name, passport details, visa status, etc.)

  • Failure to meet immigration or entry/exit requirements

  • Early withdrawal from the tour

  • Services that have been partially or fully used

7. Customer Support

For cancellation, change, or refund requests, please contact VIETCAN TRAVEL GATEWAY through our official communication channels for timely assistance.