01. Method of Service Provision

SST Travel provides a platform for customers to search, select, book, and pay for travel services such as tours, sightseeing tickets, experience services, transportation, hotels, combos, or related services.

Services may be directly organized/operated by SST Travel or performed in cooperation with service partner suppliers. SST Travel acts as the focal point for booking support, confirmation, customer care, and coordinating the handling of arising issues.

Detailed information for each service is published on the service page or within the voucher/confirmation email.

In case of other changes due to force majeure events, technical errors, system errors, etc., we will discuss and negotiate with customers on the basis of respect and goodwill in accordance with the needs and capabilities of both parties.

02. Conditions and Restrictions in Service Usage

2.1. Scope of Application

These conditions apply to customers booking services directly with SST Travel via website, email, hotline, WhatsApp, or official direct sales channels. For bookings made through intermediary platforms/OTAs, the conditions displayed and accepted by customers on those platforms shall take precedence.

2.2. Customer Information Required

Customers must fully and accurately provide information including: full name as per passport/identification document, date of birth when requested, nationality, phone number, email, service usage date, pick-up/drop-off point, number of guests, and special requests. SST Travel is not responsible for costs or disruptions arising from inaccurate, incomplete, or delayed information from the customer. Customers are responsible for checking the information provided.

Customers are responsible for reading and complying with the regulations and policies of the website throughout the service usage period.

2.3. Timeframe and Validity of Service Usage

Submitting a form, clicking “Book Now”, receiving a quotation, or receiving a payment link does not automatically constitute a confirmed service booking. A booking is only confirmed when SST Travel checks availability, receives the required payment/deposit, and issues a booking confirmation.

Customers are entitled to use the service within the timeframe corresponding to the purchased service. Users cannot change the service usage time except in cases of SST Travel’s error and/or agreement between the customer and SST Travel.

Itineraries, inclusions/exclusions, child policies, surcharges, health requirements, cancellation/modification deadlines, and notes on the tour page, quotation, or booking confirmation form part of the agreement.

2.4. Booking Confirmation

• Valid Confirmation: A booking is considered confirmed when the customer receives an email, message, or voucher with a booking code from SST Travel. The confirmation must display at least the service name, departure date, number of guests, pick-up point, and payment status.
• Processing Time: SST Travel endeavors to respond promptly. Last-minute bookings, peak season bookings, or services requiring supplier confirmation are only valid after SST Travel notifies availability. If unavailable, SST Travel will propose alternative options or a refund.
• Inspection Responsibility: Upon receiving confirmation, customers must carefully check the full name, departure date, number of guests, room type, pick-up point, itinerary, and special requests. Any discrepancies must be reported immediately; modifications may incur fees from the supplier.

Notes:

SST Travel is not responsible for cases where customers cannot use the service due to:

• Providing inaccurate, untimely, or incomplete information;
• Failing to follow proper booking or payment procedures;
• Failing to meet service booking conditions per website regulations.

Certain types of services, promotional programs, or special rates may apply separate conditions regarding:

• Non-refundable or non-cancellable terms;
• Non-changeable service usage times;
• Non-transferability to others;
• Other restrictions per website policy.

SST Travel reserves the right to refuse service provision or temporarily suspend transaction processing in cases of:

• Detected signs of fraud, forgery, or legal violations;
• Customers using illegal payment information;
• Non-compliance with website policies;
• Technical failures, force majeure events, or requests by competent state authorities.

03. Exchange or Adjustment of Booked Services

3.1. Customer Requests

Requests for date changes, name changes, itinerary updates, guest counts, room types, pick-up points, or services must be submitted in writing. Changes depend on availability and confirmation by SST Travel. Customers shall bear price differences, change fees, and non-refundable costs.

3.2. Necessary Operational Modifications

SST Travel may adjust the sightseeing order, departure time, transportation, pick-up point, or supplier due to traffic, weather, safety, regulatory requirements, or operational conditions, provided that the overall benefits of the customer are not significantly diminished.

3.3. Booking Transfer

Changing the service user is only accepted if permitted by the supplier and documents/tickets have not been issued under the old name. The replacement person must meet all participation conditions, and the customer bears all arising costs.

04. Service Inspection and Confirmation Prior to Payment

Prior to the final payment step, customers are provided with full detailed information regarding tour names, dates, prices, surcharges, and cancellation/modification terms. Completing payment means the customer has read, understood, and agreed to all terms and conditions of SST Travel.

05. Customer Support

During service usage, customers can contact ssttravel.vn via support channels published on the website to receive guidance, answers, or assistance in handling issues related to booking and service usage.