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)

5.2 Cancellation by clients FOR ONE DAY PRIVATE TOURS ONLY

5.3 Cancellation by clients FOR ONE DAY GROUP TOURS ONLY

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

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)

• 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

8. GOVERNING LAW

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.