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Terms & conditions

Thank you for your interest in Orchid Cruise. If you need to send us an inquiry, please use our Inquiry Form and we will respond you within 24 hours. If you would like to contact us via Messenger/Whatsapp/Zalo, please leave us a message at: +84 9 3663 8069 - online 24/7 at your service

When you make a reservation over the phone or by email, you are considered to have read and accepted our booking conditions and terms. Please kindly read carefully these terms and conditions below:

TO RESERVE A BOOKING

OPITION 1: 
Find the “Make Reservation” box on the right, select expected itineray, check in date, and then follow instruction.

OPITION 2: 
The reservation request should be sent by email or Booking Inquiry form to:
Orchid Halong Cruises - Hanoi Sales Office
152 Pho Duc Chinh, Hoan Kiem, Hanoi
Tel: (+84.24) 3759 3098
Fax: (+84.24) 3759 3097
HOT LINE: (84.0) 9 3663 8069 – Martin/Mr (24/7 service)
Email: reservation@orchidcruises.com
Website: www.orchidcruises.com
The reservation is successful when you receive a confirmation from Orchid Cruise with your deposit. Any emendation should be made in advance and be approved by Orchid Cruise.

TOUR BOOKING STEPS

Step 1: Choose a Tour
Find our page, select your expected program and itinerary then click “Enquire Now” (at the bottom of page) to send your request.

Step 2: Provide necessary information for your booking.
• Fill all enquiry information: your name, email, number of adults, number of children under 12 years old, type of cabin, departure date.
• This customer information helps us to contact you and send you a link for payment.
• If you have any special request (diet, vegetarian, allergic food…) should be clarified in mail.

Step 3: Send Your Booking Request
After filling the necessary information, click” Send” to submit your request to us. You will receive our response within 24 hours, in order to avoid any interception or loss, we recommend you to check your spam/junk mail folder. If you do not receive any response within 24 hours, please resend us your request to reservation@orchidcruises.com or make a call to us.

Step 4: Booking process, price and payment.
After you received our booking information, if you are happy with it, please send us an email to inform your acceptance. Our sales staffs will send you payment link for deposit to reserve your booking. The remainder of the tour fee will be charged online or at our office 3 days before your departure date.

Step 5: Booking confirmation
Once we receive your payment (Deposit or full payment) an invoice will be sent to you and email as a final confirmation of your reservation.

Step 6: Provide guest information and hotel address for pick up and drop off (if request) 
After the final confirmation of your reservation, we request you to fill in a form to give us your and your friends’ details, including your full name, year of birth, gender, nationality, passport number, and visa. We also request for the pickup and drop off address (our shuttle bus pick up at Hanoi Old Quarter area) and special requests for food.

We request you to provide this information to us at least one day before departure.

HOW TO PAY FOR YOUR TOUR FEE

1. Deposit 
To secure your reservation, we require the deposit of at least 25% total trip cost; can be processed by 1 of the 2 options below:
Option 1: OnePay 
We connect with OnePAY Payment Gateway to accept Online Card Payment (www.onepay.vn). All of your card information is processed through SSL protocol with international card security standard. Your card information will not be stored at our system (merchant) with international security standard. We will send you the link to fill out the form and you will make the online payment through steps.
Option 2: Bank Transfer 
Transfer your prepayment to our bank account, details as below:
Bank name : Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcombank) Quang Ninh branch
Account name: Dao My Phuong
Account No : 0521000686969
Swift code : BFTVVNVX
Kindly notice that our prices are not inclusive of transfer fees levied by your bank and oversea bank – please ask your bank to transfer the sum prior deduction or any shortfall.
We reserve the right to release part or full booking if the deposit is not completed as deadline.

2. Other Payment (Balance, Drink Bills…) 
Option 1: Card Payment 
We do accept card payment, including Credit, Debit, ATM, but we do not accept AMEX card. Please note that all card transactions will be charged extra 3% service fee
Option 2: Cash 
Payment in Vietnam Dong (or AUD, EUR) is to be made equivalent to the amount in United States Dollars at the official exchange rate of the VietcomBank at the time of payment.

REQUIRED DEPOSIT AND BALANCE PAYMENT

A deposit of 25% of the total tour price is required upon a confirmation of your booking. Once a deposit is received it is understood that you have read, understood and accepted all our Terms and Conditions.
Your balance can be paid at least 3 days prior to the departure date. So please kindly pay the balance via online payment or stop by our office at 5/33B Pham Ngu Lao – Hoan Kiem dist. – Hanoi to settle. We open every day from 7.30 am– 7.30pm. We are happy to receive your full payment in cash (VND or USD) or credit card, if you pay by credit card, 3% service charge will be applied.

PAYMENT METHOD

We accept online payment by credit card with ONEPAY, a secured payment gateway for Master Card, Visa, and American Express. We will send you secured payment links once you accept this method.
You can also choose payment by Bank Transfer, Western Union. Please, kindly note that the payment fees are not inclusive in price.
You can choose to pay the remainder of your balance by cash or credit card at our office in Hanoi or Halong Bay. For credit card payments, a 3% bank fee is added for each transaction.

CANCELLATION POLICY

1. Services are cancelled by the client 
In case a tour is cancelled by the client for any reason, the following fees should be paid:
More than 45 days prior to check-in No cancellation charge
From 45 to 10 days prior to check-in 50% of total price
10 days prior to check-in or No-show 100% of total price
This fee scheme counts for all services booked at Orchid Cruises. Refunding the client is done by banking transfer; the party who cancels pays the banking fee.

2. Services are cancelled by Orchid Cruises 
Orchid Cruises will only cancel the contract if dramatic problems like natural disasters, epidemics, political problems, etc., may occur. In this case, clients will be refunded the total sum of booked services. Should there are any rising services during that time, clients will pay basing on the actual amount.
Cancellation by weather conditions (controlled and informed by local authority)
Without prior notice, the cruise trip could be postponed, shortened or cancelled due to unexpected bad weather, including storm/ typhoon (summer), cyclone, thunder storm, foggy days (winter), monsoon (winter)… The cruise operation is out of Orchid cruise’s control under these weather issues.
Before tours start from Hanoi city: Refund is made in full
After guests arrive in Halong Bay: Tour cost based on completed service: meals, transfer, day boat trip only, the rest will be refunded
Guests are staying on board, trip is shortened: Tour cost based on completed service: trip length, meals, transfer, activities…, the rest will be refunded.

REFUND SITUATION

All cancellations must be received in writing, sent to us via email. Before a determination regarding a refund can be made, all cruises documents must be returned to Orchid Cruises. All refund requests pertaining to cruise and other service are subject to final review by Orchid Cruises.
In case of tour cancellation by bad weather, refund will be made fully or partly based on service that has been delivered to customers before cancellation.
Please note that refund does not including service fee for payment by credit card or online payment.
No refunds will be made for unused services or no-shows. It is up to 15 days for any refund to appear in your bank account statement.

HOW TO GET AN INSURANCE

Insurance on board is purchased for passengers due to the requirement of Vietnamese law, and it covers only the basic accidents so we strongly recommend you purchase your own insurance before departing for Vietnam and before joining the cruise with us.

DOCUMENTS FOR TRAVELLING

Service Voucher will be compiled after the deposit has been received and sent to guests prior to departure. These documents will be sent via email, and should be printed out by participants and retained as a receipt.
It is the guest’s obligation to obtain a valid passport, visas and public health documents, travel insurance for your travelling time in Vietnam.

BELONGINGS AND PERSONAL PROPERTY

In general, customer’s luggage is sent directly from habour to the boat and back by our transfer service. Thus, all of your valuables, fragile or perishable things including your electronic devices (computer, mobile phone, Ipad, digital camera…) money, passports should be kept by your side, in your hand bag. Orchid Premium Cruises will not be responsible for any loss or damage with these things stored in packed luggage. Others like clothing, footwear or bulky items you can put in your checked baggage.
Flammable and dangerous goods, such as firearms, ammunition, firewood, weapons, etc. are not permitted on boat.
When onboard, personal items of value can be stored at the reception. Ensure the receptionist or duty manager acknowledges receipt of your valuables.
In case of loss or damage, you need to report to us immediately and we will check and solve the problem together. Orchid Premium Cruises are limited in our liability for customer’s personal belongings.
For the missing items, our staffs always take care of this issue and report any missing after cruise. If you forgot your items on board, please give us specific information of your stuff, we will find them and make every effort to return items left on boat to the owners. You can receive lost items at our office in Hanoi or we can send them directly to you and you will pay for shipping costs. We are not responsible for any missing items reported after you returned home or moved to other destination.

RESPONSIBILITY

Once we confirm the reservation with you, all possible care is taken to ensure that the services supplied maintain the highest possible standards and follow what we describe in the itinerary. However, we are not responsible for any problems arising from the booking or services that we do not directly control.
Please pay attention to your valued properties. We have no responsibility for the loss or damage of luggage due to the delay, accident, natural disaster or political actions, except for the properties kept in our security boxes at our reception desk on board.
We have no responsibility for any mental or physical injury, illness, loss or death when such damages were neither the result of a physical injury to the Passenger, nor the result of that passenger having been not at actual risk of physical injury, nor intentionally inflicted by us.
If there is a dispute among a passengers, Orchid Cruises and/or a third party, Vietnamese law will be applied.

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Notes:
 * Sharing option: sharing boat with other group, private cabin.
 ** Charter option: hiring the whole boat for a group.