Description
Tour note
FOR ALL TOURS FOR INDIANS / MALAYS/ INDONESIANS/ FILIPPINOS
Agreements And Commitments
- Tour cost Include Government Tax following Vietnamese national tax laws.
- There are No Indian/Halal foods for some places and this will be clearly stated in the itinerary.
- None of the hotels/cruises above have Indian/Halal food for breakfast..
- The daily timing is just our suggestion, you can start any time but the finish time is still 10:00 PM. Any
additional hour using guide and car after 10:00 PM will be charged 20 USD - For group tours, the timing and inclusions are fixed, guests are strictly required to follow. We’re not
responsible for any late show-up and guests might be required to arrange their own transportation to the
meeting point. No refund will be made in case of no show or last minute cancellation. - Business hours of Vietnam are from 7,30 - 8,00 AM to 5,00 PM
- Opening and closing times for most tourist attractions are 7,00 -7,30 AM and 5,00 PM
- Tipping is customary in Vietnam and it’s suggested 20 USD for guide per day and 10 USD for driver per day
(for the whole private group less than 10 pax) and this can be done directly from guests to guides and
drivers. - Tipping for big groups (more than 10 pax) will be quoted 3USD/pax/day for both guides and drivers. This will
be included in the tour cost (only with groups from 10 persons)
Trip Inclusions Clarification
- Trip inclusions will surely be done as exactly as in each day’s INCLUSIONS LINE
- This tour quoted cost includes hotel rooms (and cruise cabins) of minimum 2 persons per room - a third
person will have an extra bed. - Hotel rooms are with windows and random views of internal view /city /garden /sea/ pool view) This will be
stated clearly in the confirmed itinerary. - Hotel check in/out time is 2.00 PM - 12.00 PM. Any early check in or late check out request will be
subjective to availability and is charged by hotel regulations. - Halong bay cruise: check in at 12.00 PM and check out at 9.30 AM (guests still stay on cruise till
disembarkation) No early check in or late checkout is allowed. - Entrance fees to all sites mentioned above
- 2 bottles of water per guest per day (for daily tours).
- Travel insurance valued at 2.000 USD (only for accidents and food poison caused by the food/drinks offered
by our included meals) - Private English speaking tour guide for daily tours – not for airport pickup/dropoff/transfer. The tour
guide for group tours is for the whole group.
Trip Exclusions
- International air tickets
- Visa to Vietnam
- Domestic air tickets
- Tips for guides and drivers
- Ordering drinks during included meals
- We don’t include any lunch and dinner but our guide will support you to enjoy your best meals if needed
Note On Hotels And Halong Bay Cruises: Very Important
- The quoted cost is based on the the suggested hotel list above
- We reserve the right to choose any hotel among them
- In case the quoted hotel/cruise is sold out at the moment of tour confirmation, we have the right to replace
it with a similar quality one. - None of the above hotels/cruises have Indian/Halal foods and this cannot be requested due to the
accommodation regulations (staying guests are not allowed to bring their own foods on cruise) - In case guests require a hotel/cruise they like, the tour cost will be revised based on their preferred
hotels/cruises - We can only accommodate Indian/Halal food for Halong bay cruise if it’s chartered and with an additional
cost (limited cruises accept this)
Transportation Standards
- 2 - 4pax: 7 seater car
- 5-13pax: 16 seater minivan
- 14-19 pax: 29 seater bus
- 20-40 pax: 45 seater bus
- We don’t include transport for taking you to dinner but we include our guide to support you for dinner, as
some restaurants are very close to the hotel or sometimes you might want to enjoy dinner at the hotel. - In case there’s a need for transport to dinner, please just pay the taxi fare with our guide’s support.
Payment And Deposit Policy
- Airfare MUST be fully paid at the time of booking confirmation.
- 50% of the tour cost must be paid at the time of booking confirmation
- 30% of the tour cost must be paid 3 days before the tour starts
- The other 20% can be paid by cash on arrival or by our online link.
Accepted Payment Methods
- Bank transfer to our company’s USD account is without transaction fee, clients just pay their side’s fee
- Bank transfer to our company’s VND account is without a transaction fee.
- Credit card (Visa/master/apple pay) by online payment link is with a 3,0 % transaction fee.
Cancellation Policy
Cancellations must be sent in writing (email accepted). The following refund amount will apply:
(There’re some exceptions on public holidays and this policy will be discussed case by
case)
| Time before service date | Refund amount - based on deposit amount |
|---|---|
| From and more than 30 days | Full refund minus bank fees |
| 16-29 days | 50% of deposit amount |
| 8-15 days | 25% of deposit amount |
| Less than 8 days | 0% of deposit amount |
Children Policies And Costs
Age classification (not applicable for airfare)
- Age is based on year of birth, not date of birth.
- Infants (0–6 years): Free of charge - sharing the same food portion and same bed with parents
- Children (7-10): Charged at 50% of adult cost sharing the same food portion and same bed with parents
- Children (7-10): Charged at 75% of adult cost separate food portion and same bed with parents
- Children (7-10): Charged at charged as adult cost if requiring separate food portion and separate bed
- From 11 years: Charged as adults
- Entrance fees based on height (just for references)
- This is just to provide clients of how the total cost is quoted and this entrance fee is not quoted
separately. - Below 1.0 meter: Free entrance
- From 1.0 meter to 1.39 meter: 75% of adult fee
- From 1.4 meter: Charged as an adult
- Some exceptions will be stated clearly during tour consultation
- For the FREE OF CHARGE CHILDREN ABOVE, if the actual height is more than 1.0 meter, clients are required to
pay the entrance fees as above rules compared to the public entrance fees at the visiting places.
STAR TOUR — TERMS AND CONDITIONS
TERMS AND CONDITIONS
1. TOUR COST
- Tour cost will be personally based on each client’s requests and interests.
- Tour cost basically includes: transportation, tour guide, sightseeing fees, lunch (or and dinner), water, accommodation, travel insurance.
- Clients can request tour cost with or without accommodation, with or without domestic air fare.
- Domestic air fare is separately quoted at the moment of request and can be increased at the moment of payment confirmation.
2. TOUR DAILY TIMING
2.1. For private tours
- Usual full day tour without dinner: 8:00 AM to 5:00 PM
- Usual full day tour with dinner: 8:00 AM - 10:00 PM (Finish dinner at 9:30 PM)
- Clients can choose their starting time but the ending time is the same.
- If clients choose to start the day late, some included tourist attractions might be skipped due to their closing time and NO REFUND will be given.
- Any additional hour after the agreed ending time is charged 20 USD (both for transportation and tour guide).
2.1. For group tours
- Usual pick time: 7:00 AM - 8:00 AM depending on the particular tours and clients’ hotel locations.
- Group tour pick up/drop off service are applicable only for some certain locations where most tourist hotels are located and will be stated clearly in each tour itinerary.
- Usual drop off time: 5:00 PM - 7:00 PM depending on the particular tours and clients’ hotel locations.
- For every particular group tour, clients will be carefully noted the estimated pick up and drop off time.
- We’re not responsible or wait for any late show-up for more than 5 minutes and clients will have to arrange their own means of transport to the meeting point on time. This is partly because of our country’s strict road traffic laws that causes driver not allowed to park too long.
- In case our guide arrives at the pick up location and tries to contact clients but no response, it is impossible to find clients for more than 5 minutes, the tour will be considered a no-show and cancelled without any refund.
3. VIETNAM’S REGULAR WORKING HOURS
- Official working hours: 7:00 AM to 11:00 AM and 1:00 PM to 5:00 PM.
- Tourist attractions’ usual opening and closing hours: 7:30 AM - 5:00 PM.
- Some attractions (especially managed by the government) are closed during lunch break (12:00 PM - 1:30 PM) and weekends.
- Markets, shopping malls, restaurants’ opening and closing hours: 9:00 AM - 10:00 PM.
- Bars’ closing hours: 2:00 AM - 4:00 AM.
4. PAYMENT POLICY
4.1 Deposit
- No deposit - Full payment will be required at the time of booking confirmation
- Bookings without deposit are considered “on request” and may be released without notice.
- For customized trips, please contact our email: inbound@ngoisaotour.net or whatsapp +84919893300
4.2 Accepted Payment Methods
- Bank transfer to our company’s USD account is without transaction fee, clients just pay their side’s fee
- Credit card/debit card/visa/master/google pay/samsung pay/apple pay
5. CANCELLATION POLICY
5.1 Cancellation by clients FOR MULTI DAY LONG TRIPS ONLY (both Private and group tours)
| Time before service date | Refund amount - based on deposit amount |
|---|---|
| From and more than 30 days | Full refund minus bank fees |
| 16- 29 days | 50% of deposit amount |
| 8-15 days | 25% of deposit amount |
| Less than 8 days | 0% of deposit amount |
5.2 Cancellation by clients FOR ONE DAY PRIVATE TOURS ONLY
| Time before service date | Refund amount |
|---|---|
| From and more than 5 days | Full refund minus bank fees |
| 3-4 days | 50% of deposit amount |
| Less than 3 days | 0% of deposit amount |
5.3 Cancellation by clients FOR ONE DAY GROUP TOURS ONLY
| Time before service hour | Refund amount |
|---|---|
| From and more than 2 days | Full refund minus bank fees |
| From 24 hours ahead | 50% of deposit amount |
| Less than 24 hours (And must inform before 9.00 PM local time) | 0% of deposit amount |
5.4. Cancellation or Changes by Star Tour Vietnam
- Adjust itineraries due to weather, safety, or operational issues.
- Replace similar services of equal or higher value if required (example quoted hotels are sold out at the moment of clients’ confirmation).
- Cancel services under force majeure events (storms, floods, strikes, government restrictions).
- If cancellation is initiated by the company (not due to force majeure), a full refund will be provided.
5.4 Force Majeure Clause
No full refund is provided for cancellations caused by events outside human control but where possible, the company will assist in rescheduling or refund partly over direct discussion. A “Force Majeure Event” includes but is not limited to: acts of God; war; civil commotion; riot; blockade or embargo; fire; explosion; breakdown; union dispute; earthquake; epidemic, pandemic or other health emergency; flood; windstorm or other extreme weather event; lack or failure of courses of supply; passage of any law, order, proclamation, regulation, ordinance, demand, requisition or requirement or any other act of any government authority, beyond the reasonable control of the parties, whether or not foreseeable, which would make it dangerous or not viable for a trip to commence or continue.
6. CHILDREN POLICIES AND COSTS
6.1 For all group tours ( not applicable for airfare)
- Age is based on year of birth, not date of birth.
- Infants (0–5 years): Free of charge (sharing the same food portion, bus seat with parents)
- Children (6-10): Charged at 75% of adult cost with separate food portion, hotel extra bed and separate bus seats
- 11 years and above: Charged as adults.
6.2 Entrance fees based on height (just for references)
This is just to provide clients of how the total cost is quoted and this entrance fee is not quoted separately.- Below 1.0 meter: Free entrance
- From 1.0 meter to 1.39 meter : 75% of adult fee
- From 1.4 meter: Charged as an adult
- Some exceptions will be stated clearly during tour consultation
- Clients are responsible to provide correct information
- In case the actual children’s height is different from what is provided, clients are required to pay the additional entrance fee if any.
6.3 For Private tours only (not applicable for airfare)
- Airfare will be quoted separately based on children’s age.
- Hotel rooms can be quoted separately on request based on children’s age.
- We will send the total tour cost to the family based on the children’s age and height and total number of travelers. Star Tour Vietnam is not involved in the family’s cost sharing rule.
7. RESPONSIBILITY & LIABILITY
7.1 Star Tour Vietnam's Responsibility
- Provide confirmed services as agreed in the itinerary.
- Ensure safety standards with licensed guides, vehicles, and suppliers.
- Maintain accurate communication with travel agents.
7.2 Agent/CLIENTS Responsibility
- Provide accurate clients details including mobility needs, dietary restrictions, and special requests.
- Ensure clients have valid travel documents (passport, visa).
- Purchase adequate travel insurance.
7.3 Limitations of Liability
Star Tour Vietnam is not liable for: Loss, damage, injury, or delays caused by third parties; Clients negligence; Force majeure events; Loss of personal belongings; Food/drink poison not provided by Star Tour Vietnam.8. GOVERNING LAW
These terms and conditions are governed by the laws of Vietnam, and any disputes shall be settled through negotiation or relevant Vietnamese legal bodies.9. REGULAR TRANSPORTATION for VIETNAM’S TOURIST INDUSTRY
9.1 Standard vehicles (Day tour without luggage)
- Up to 4 pax: 7 seater car (Fortuner, Xpander, Innova).
- Up to 13 pax: 16 seater minivan (Iveco, Ford Transit).
- Up to 20 pax: 29 seater bus (Thaco).
- Up to 40: 45 seater bus (Universe).
- Star Tour Vietnam reserves the right to upgrade the bus size without notice based on subjective conditions without additional charge.
9.1 Standard vehicles for overnight tour and airport transfer with luggage
- 2 pax: 7 seater car (Fortuner, Xpander, Innova).
- 3-8 pax: 16 seater minivan.
- 9-19 pax: 29 seater bus.
- 20-40 pax: 45 seater bus.
9.2. Luxury Vehicles
- 2-4 pax: Carnival, Sedona, Dcar.
- The other group size will use Luxury Limousine buses matching the number of pax.
- Star Tour Vietnam will arrange the exact bus size matching the actual number of travelers.
- Star Tour Vietnam reserves the right to upgrade the bus size without notice based on subjective conditions without additional charge.
- Applied when the tour day includes luggage (airport transfer, overnight tour).
10. HOTEL POLICIES
- Check in / check out time: 2:00 PM - 12:00 PM for most hotels.
- Early check in and late check out are subject to availability with additional cost and not guaranteed.
- Check in before 9:00 AM or Check out after 6:00 PM - fully charged of room rate per night.
- Check in after 9:00 AM or Check out before 6:00 PM - 50% charged of room rate per night.
- Some exceptions can be made depending on the hotels’ availability on the date of service.
- Clients are required to provide passport photos or written information for check in.
- Most hotels only need to scan the physical passports - some require to keep physical passports until check out.
- Clients are responsible for following all hotel regulations under Vietnamese law.
- Buffet breakfast in most hotels are only Vietnamese foods with limited choices of vegetarian foods.
- Halal foods and Indian foods are not available in most hotels and this can be requested by clients with additional cost.
- Smoking in room is STRICTLY prohibited in most hotels and a very heavy fine will be applied.
- Clients are required to pay extra fees for any damage of the hotel room facilities such as towels/sheets getting dirty and impossible to wash.
11. HALONG BAY CRUISE POLICIES
- Check in time: 12.00 PM - 1.00 PM.
- Check out time: 9:00 AM - 9.30 AM - clients put luggage at reception and still stay on cruise until disembarkation at 10.30 AM.
- Early check in and late check out are applied only for CHARTERED CRUISES.
- Clients are required not to bring any food or plastic on board.
- Corkage charge will be applied if clients bring their own drinks on board.
12. AIRPORT TRANSFER AND PICK UP
12.1. AIRPORT TRANSFER
- Boarding passengers must be at the ticket counter at least 2.0 hours prior to flight departure time for domestic and 3.0 hours for international flights.
- Clients are required to provide full names, nationality, gender, date of birth for driver’s paper work.
- Star Tour Vietnam is not responsible for any late show up leading to missing flights because of clients’ decisions.
12.2. AIRPORT PICK UP
- Star Tour Vietnam’s operator will create a whatsapp group including clients with tour guide/driver so as to support better.
- Our driver or tour guide will hold a welcome board with the client's name at the exit gate - then transfer clients to their hotel.
- Clients are asked to provide the exact number of travellers, the head traveler’s name to be written on the welcome board.
- Some airports don’t allow our vehicles to pick up at the exit gate, so clients have to walk 200-500 meters to the parking lot.
13. VISA AND FAST TRACK
13.1. VISA ISSUES
- Visa on arrival is limited to some countries and it takes so much time and effort to make.
- Most flights require clients to show a Vietnamese visa at the check in counter.
- Online application takes 5-7 days to be successful, except Saturdays and Sundays.
- Clients should apply visa at least 15 days before the first flight’s boarding day for safety reason.
- Star Tour Vietnam can help to make it faster, easier and safer than applying on automatic government websites.
13.2. AIRPORT FAST TRACK
- Star Tour Vietnam provides fast track services in all airports of Vietnam both for arrival and departure.
- Clients need to provide passport photos of all travelers and the exact flight details.
- Our staff will wait for you right at long crowded lines of immigration with a welcome board then lead you to a VIP lane.
