01. Scope of Application

• Applies to services booked by customers via ssttravel.vn, including tours, sightseeing tickets, experience services, transportation, hotels, combos, electronic vouchers, and related travel services.
• Specific policies for each service may vary depending on departure dates, price types, promotional programs, operational conditions, and published policies at the time of booking.
• If the service page, voucher, or confirmation email contains separate cancellation/refund conditions, those separate conditions shall take precedence to the extent not contrary to the law.

02. Cases of Service Termination

• Specific cancellation conditions published on the product page, quotation, or booking confirmation shall take precedence.
• Cancellation time is calculated from the moment SST Travel receives a written request via email or official channels, based on local time at the service starting point.
• Customers proactively cancel services prior to the usage date.
• Customers request date/service changes that cannot be fulfilled, and both parties agree to cancel the booking.
• Customers fail to meet service usage conditions such as documentation, visas, health, age, assembly time, or safety requirements.
• SST Travel or its service partners cannot perform services due to overbooking, insufficient minimum guests, operational changes, business cessation, or force majeure.
• Transactions show signs of fraud, illegal payment methods, abuse of discount codes/vouchers, or violations of website terms.
• Services cannot be performed due to requests from state authorities, natural disasters, epidemics, bad weather, wars, strikes, or events beyond control.

03. Refund Policy

3.1. Refund Conditions

• Services cannot be exchanged or substituted.
• If services cannot be performed due to faults of SST Travel or the supplier, customers are entitled to choose equivalent replacements, date changes, or refunds.
• In case of force majeure, SST Travel prioritizes supporting date postponements or refunding recoverable costs after deducting non-refundable actual expenses from suppliers.

3.2. Non-refundable Cases

• Customers fail to show up, arrive late, fail to arrive at the correct meeting point, voluntarily leave the tour, or fail to use services within the validity period on the voucher.
• Customers lack documentation, visas, passports, health conditions, age requirements, or are denied exit/entry for personal reasons.
• Customers voluntarily leave tours, change itineraries, or use unconfirmed services without SST Travel’s consent.
• Services are published as non-refundable/non-cancellable or have exceeded the free cancellation deadline.
• Customers violate regulations, cause safety hazards, commit fraud, abuse vouchers, or violate the law.
• Customers provide inaccurate information leading to the inability to use services.

3.3. Deductions Upon Refund

• Service cancellation fees according to individual tour/service policies.
• Reservation fees, room-holding fees, ticketing fees, transportation fees, or non-refundable third-party costs.
• Payment gateway fees, bank fees, transfer fees, refund fees, or international transaction fees incurred due to customer cancellation requests.
• Visa, translation, notarization, insurance, documentation processing fees, or incurred personal expenses.
• Value of services already used or confirmed as provided.

04. Default Cancellation Fees

• Daily Group Tours: Cancellation 48 hours or more in advance = 100% refund; less than 48 hours or no-show = no refund.
• Multi-day Tours with Hotel: Cancellation 7 days or more in advance = 100% refund; less than 7 days or no-show = no refund.
• Overnight Halong/Lan Ha Cruises: Cancellation 10 days or more in advance = 100% refund; less than 10 days or no-show = no refund.

Pre-notified non-refundable costs will be deducted.

05. Cancellation/Refund Request Process

• Step 1: Customers contact phone number: 0367845606 or Email: operate@ssttravel.vn or contact channels published on the website to request cancellation/refund.
• Step 2: Customers provide booking code, full name, phone number, email, departure date, cancellation reason, relevant documents, and receiving bank account information per SST Travel’s guidance.
• Step 3: SST Travel checks service policies, payment status, incurred costs, and utilized benefits.
• Step 4: SST Travel responds with processing options, expected refund amount, deductions, and refund timeframe.
• Step 5: Once approved, we confirm the refunded amount and process refunds within 07–15 working days to the customer’s bank account. The time for funds to reach the account depends on the bank or payment gateway.

06. Account Termination or Website Usage Rights

SST Travel reserves the right to temporarily lock or terminate account usage rights if users violate website terms, commit payment fraud, abuse vouchers, infiltrate systems, spread malware, forge information, or infringe upon the rights of others.

Account termination does not eliminate payment obligations, compensation obligations, obligations to provide information for processing existing bookings, or other legal obligations of the user.

Bookings confirmed prior to account termination will be handled according to individual service policies, except for bookings related to fraudulent acts or legal violations.