1.1. Scope of Application: This policy applies to customers booking services directly with SST Travel via website, email, hotline, WhatsApp, or official direct sales channels. For bookings made via intermediary platforms/OTAs, the terms displayed and accepted on those platforms shall take precedence.

1.2. Required Customer Information: Customers must provide complete and accurate details: full name per passport/ID, date of birth when required, nationality, phone number, email, service date, pick-up/drop-off points, passenger counts (adults, children, infants), and special requirements (dietary, health, mobility). SST Travel is not liable for costs or disruptions arising from incorrect, missing, or delayed information provided by the customer.

1.3. Value of Booking Request: Submitting a form, clicking “Book now”, receiving a quotation, or obtaining a payment link does not automatically constitute a confirmed booking. Bookings are confirmed only when SST Travel verifies availability, receives the required payment/deposit, and issues a booking confirmation via written or electronic means.

1.4. Specific Service Conditions: Itineraries, inclusions/exclusions, child policies, surcharges, health requirements, cancellation/change deadlines, and notes stated on tour pages, quotations, or booking confirmations form part of the agreement. If there are discrepancies, specific conditions notified prior to payment and recorded on the confirmation take precedence.

2.1. Payment Steps: (1) Customer selects services and provides details; (2) SST Travel checks availability and sends quotation/order summary; (3) Customer reviews all details, reads, and agrees to policies; (4) Customer makes payment as instructed; (5) SST Travel reconciles and issues booking confirmation/voucher.

2.2. Payment Methods: Customers can pay via bank transfer, card, or secure payment gateways/links provided by SST Travel during the transaction. Customers must only transfer funds to accounts or links confirmed by SST Travel through official channels.

2.3. Timing and Payment Amount: Unless specified otherwise in quotations or confirmations, customers must pay 100% of the booking value to secure space. For deposits, the remaining balance must be paid by the specified deadline; overdue balances give SST Travel the right to release services after notifying the customer.

2.4. Transaction Fees: Bank fees, currency conversion fees, card fees, or intermediary payment fees (if any) are borne by the customer unless announced as included by SST Travel. The net amount received by SST Travel must fully match the payable value.

2.5. Payment Safety: SST Travel never requests passwords, OTP codes, PIN codes, or full card security details via email or messages. Customers must report immediately if they encounter unusual payment requests or suspected fraud.

3.1. Valid Confirmation: A booking is considered confirmed when the customer receives an email, message, or voucher containing a booking code from SST Travel. The confirmation must display at least the service name, travel dates, guest count, pick-up points or meeting instructions, and payment status.

3.2. Processing Time: SST Travel endeavors to respond promptly. Last-minute bookings, peak seasons, holidays, or services requiring supplier confirmation are only valid after SST Travel confirms availability. If services are unavailable, SST Travel will propose alternatives or refund the received amount for unprovidable portions.

3.3. Inspection Responsibility: Upon receiving confirmation, customers must immediately check names, service dates, guest counts, room types, pick-up points, itineraries, and special requests. Discrepancies must be reported right away; modifications may incur supplier fees.

4.1. General Principles: Specific cancellation terms published on product pages, quotations, or confirmations take precedence. Cancellation times are calculated upon SST Travel’s receipt of written requests via email or official channels, based on local time at the service start location.

4.2. Default Cancellation Rates:
– Daily join-in tours: Cancel 48h+ prior = 100% refund; under 48h or no-show = no refund.
– Multi-day tours with hotels: Cancel 7 days+ prior = 100% refund; under 7 days or no-show = no refund.
– Overnight Ha Long/Lan Ha Cruises: Cancel 10 days+ prior = 100% refund; under 10 days or no-show = no refund.
Previously notified non-refundable items will be deducted.

4.3. Late Arrival or Non-Participation: Arriving late, missing meeting points/times, lacking documents, facing transport/immigration denials, or voluntarily leaving the tour is considered non-use of services; SST Travel has no obligation to refund missed portions.

4.4. Cancellation or Changes by SST Travel / Suppliers: If SST Travel or suppliers fail to deliver services due to their fault, customers can choose equivalent alternatives, date changes, or refunds for unprovided services. In force majeure events, SST Travel prioritizes rescheduling or refunding recovered costs after deducting non-refundable supplier expenses.

4.5. Refund Timeline: After confirming refund amounts, SST Travel processes refunds within 07–15 working days. Funds arrival depends on banks, card organizations, or payment gateways.

5.1. Customer Requests: Requests for date changes, name changes, itinerary updates, guest counts, room types, pick-up points, or services must be submitted in writing. Modifications depend on availability and SST Travel’s confirmation. Customers cover price differences, change fees, and non-recoverable costs.

5.2. Necessary Changes During Operations: SST Travel may adjust sightseeing orders, departure times, transportation, pick-up locations, or suppliers due to traffic, weather, safety, regulatory requirements, or operating conditions, provided overall customer rights are not significantly diminished.

5.3. Booking Transfer: Changing service users is accepted only if permitted by suppliers and documents/tickets are not yet issued under specific names. Replacements must meet all participation conditions, and all arising costs are borne by the customer.

6.1 – 6.4. Data Collection & Sharing: SST Travel collects identification, contact, itinerary, payment, passport/visa info, and special requests to fulfill services, process payments, ensure safety, and comply with laws. Data is securely shared with relevant supplier partners and is never sold.

6.5 – 6.7. Retention, Security & Customer Rights: Data is stored securely per legal requirements. Customers have the right to access, correct, or request deletion of data by contacting operate@ssttravel.vn with the subject “Personal Data Protection Request”.

7.1. Intake Channels: Complaints must be submitted via email to operate@ssttravel.vn or hotline/WhatsApp +84 707 260 119, including booking codes, incident descriptions, times, vouchers, and resolution requests. Active tour issues should be reported immediately to tour guides or operations.

7.2 – 7.3. Process & Principles: SST Travel acknowledges receipts within 3 working days and proposes solutions within 7 working days. Parties prioritize negotiation based on Vietnamese law.

8.1. Acceptance of Conditions: By checking consent boxes, submitting tour booking requests, or making payments after reviewing transaction terms, customers confirm they have read, understood, and agreed to general policies, specific service conditions, and booking confirmations.

8.2. Customer Responsibilities: Customers are responsible for valid passports, visas, permits, entry/exit conditions, personal health, and suitable insurance; adhering to schedules, safety instructions, laws, and destination regulations; safeguarding personal belongings; and compensating for any damages caused.

8.3. Limitation of Liability: SST Travel is responsible for services within legal limits and directly provided/coordinated tasks. SST Travel is not liable for indirect damages or events beyond reasonable control (natural disasters, epidemics, wars, strikes, government orders, attraction closures, transport delays).

8.4. Intellectual Property: Content, images, trademarks, and website designs belong to SST Travel or licensors. Copying, commercial exploitation, or misleading usage without written consent is prohibited.

8.5. Governing Law and Updates: Transactions are governed by Vietnamese law. SST Travel may update policies per legal requirements or when more beneficial to customers.

9.1 – 9.4. Published Prices & Surcharges: Prices are displayed in the currency shown on websites/quotations and apply to specified dates, guest counts, and age groups. Surcharges may apply for holidays, weekends, or single rooms. Technical pricing errors allow SST Travel to notify customers prior to confirmation, offering choices to pay correct rates or cancel for a full refund.

10.1 – 10.3. Inspection Before Payment: Prior to final payment, customers are provided comprehensive details regarding tour names, dates, pricing, surcharges, and cancellation terms. Completing payment signifies that the customer has fully read, understood, and agreed to all SST Travel terms.