Cancellation and Refund Policy

Commitment to quality services PHONG NHA PRIVATE CAR while protecting the best interests of customers. In case of complete or canceled service, PHONG NHA PRIVATE CAR will apply penalties prescribed by each vendor (hotels, airlines, …).
If the cancellation reasons of force majeure such as war, natural disasters, or war, the two will discuss a settlement based on mutual benefit.

1- Penalty:

Our driver team doesn’t come to pick up on time, without any announcement from the office or Tour Operator Team:
– Late than 15’: We offer you a cup of Vietnamese coffee while waiting.
– Late than 30’:  We offer you a bottle of beer / a drink during waiting.
– Late than 1 hour: We offer you an invitation dinner at a local restaurant at the arrival destination.
– Miss-pick-up or no-show: Please call/email us now then get a taxi on your own, and we will refund the cost or offer free for the next service.

Notes: In case your flight has arrived but no driver is waiting for you, please call us at the hotline at +84 349 825 119 (Available on WhatsApp, Viber, line, and WeChat…), our operation department will help you to connect through driver and help you right away. Phong Nha Private Car is not responsible for any cost if you decide to arrange by yourself without informing us about our late show-up.
(This penalty will be not applied for cases of bad weather such as floods, typhoons, city events, or local festivals…)

2- Children policy applies for the tour:

– Under 6 years old: Free Of Charge – FOC
– From 6 to 9 years old: 50% price of adults
– From 9 to 11 years old: 75% price of adults
– From 12 up to 100% price as adults

This policy is not applied to the Bana Hills Tour, Deluxe Group Tour, Cham Island Snorkeling, or Scuba Diving.

3- Cancellation from travelers:

– Free Of Charge – FOC will be applied if your booking is canceled 2 days in advance.
– A 50% fee of the total booking will be applied if your booking is canceled 1 day before your time of departure (within 24 hours).
– A 70% fee of the total booking will be applied if your booking is canceled 12 hours before your time of departure.
– A 100% fee of the total booking will be applied if your booking is canceled within 12 hours of your time of departure.

4- Cancellation by Phong Nha Private Car Travel:

In case of force major regarding political conditions, natural disasters, wars, etc, we have to cancel the confirmed trip that the Customer has deposited or paid for. In such case, we will contact you for appropriate alterations or you will get a full refund for your deposit or payment.

We are not responsible for any incidental expenses that you may have incurred as a result of your booking including but not limited to visas, vaccinations, and travel insurance excess or non-refundable flights.

5- Insurance:

PHONG NHA PRIVATE CAR is an inbound agency and we do not take care of insurance.  The Customers are required to have full travel insurance covered. It is the responsibility of the Customer to read their insurance policy before they travel with PHONG NHA PRIVATE CAR.