Terms of service
Welcome to We Love Vietnam. By using this website and making a booking through it, you agree to the terms set out below. We recommend reading these terms before completing your booking.
1. About Our Service
We Love Vietnam provides a platform for booking attractions, tours, transfers, tickets, activities and tourism services in Vietnam.
Some services are provided directly by us, while others are operated by third-party suppliers, operators, drivers, guides, hotels and independent service providers.
2. Third-Party Suppliers and Operators
When a service is operated by an external supplier, that supplier is responsible for the actual delivery of the activity, including its staff, vehicles, equipment, guides, schedules, safety requirements and any licenses required for its operations.
We Love Vietnam assists with the booking process, payment, communication and customer service, and communicates with suppliers on behalf of its customers.
Certain activities may be subject to specific supplier terms. Where such terms apply, including cancellation conditions, deposits or special participation requirements, they will be displayed on the activity page, during the booking process or in the booking confirmation.
3. Personal Confirmation After Every Booking
After every booking made through the website, a member of our team will contact the customer to confirm the booking details, date, number of participants and any additional information required to provide the service.
Our goal is to make sure everything is clear and properly coordinated before the activity and to reduce the possibility of errors or misunderstandings.
Our WhatsApp support is also available throughout the booking process and during your trip for questions or requests related to your booking, and we will do our best to respond and assist as soon as possible.
4. Activity Details
Customers are responsible for reviewing the activity details before booking, including the date, time, duration, location, meeting or pickup point, number of participants, what is included and excluded, age or height requirements, health restrictions and any special information displayed on the activity page.
Where a condition listed on a specific activity page differs from a general condition on the website, the specific condition for that activity will apply.
5. Confirmation and Availability
A booking is considered confirmed once the appropriate booking confirmation has been issued.
Certain activities may also require final confirmation from the local supplier. If, for any reason, the booked service cannot be confirmed, we will contact the customer and, where possible, offer an alternative date, an alternative activity or a refund.
6. Prices, Currency and Payment
Unless otherwise stated, all prices displayed on the website and all charges are made in United States Dollars (USD).
The price displayed at the time of booking is the price applicable to that booking based on the options selected.
Customers should check the activity page to see what is included and excluded from the price, such as admission tickets, meals, pickup, transportation, equipment or additional services.
If the customer's payment method is linked to an account that is not denominated in USD, the customer's bank, credit card company or payment provider may perform a currency conversion, apply its own exchange rate or charge additional fees.
These exchange rates and fees are not determined by We Love Vietnam and are outside our control.
7. Cancellation by the Customer – Basic 7-Day Rule
As a general rule, unless otherwise stated on the activity page, a booking may be cancelled up to 7 days before the scheduled activity date for a refund.
However, cancellation terms may vary between activities and suppliers.
Some suppliers require a deposit, advance ticket purchase, financial commitment or non-refundable payment at the time of booking. In such cases, the specific cancellation policy for that activity will apply and will be shown to the customer before or during the booking process.
Cancellations made less than 7 days before the activity date will be subject to the terms of the activity and supplier and may result in a partial refund or no refund.
All refunds are calculated and processed in United States Dollars (USD).
In the event of a cancellation by the customer, currency conversion costs and/or payment processing fees that are not refunded to We Love Vietnam as a result of the original transaction and refund may be deducted from the refund amount.
In addition, if the customer's bank or credit card company converts between USD and the customer's local currency, the amount credited to the customer's account may differ from the local-currency amount originally charged due to changes in exchange rates or fees charged by the financial institution.
8. Cancellation by We Love Vietnam or the Supplier
If We Love Vietnam or the supplier cancels an activity and it cannot be provided as booked, the customer will be entitled to a full refund of the amount paid for the cancelled service, in United States Dollars (USD).
In such cases, We Love Vietnam will not deduct a cancellation fee or currency conversion cost on its side.
However, if the customer's account is maintained in another currency, the local-currency amount received after the refund may differ from the original local-currency amount due to exchange rates or fees charged by the customer's bank or credit card company, which are outside our control.
Alternatively, the customer may choose an alternative date or activity where such an option is available.
We will notify the customer as soon as possible in the event of a cancellation or significant change.
9. Weather and Rain
Weather conditions in Vietnam can change quickly, and rain is common in many parts of the country.
Rain by itself is not necessarily a reason for cancelling an activity. Many activities continue as scheduled even when it rains.
Whether an activity can proceed depends on the type of activity, safety conditions, actual weather conditions and the decision of the local supplier.
If weather conditions require an activity to be changed, postponed or cancelled, we will notify the customer as soon as possible and act in accordance with the conditions applicable to that activity.
Where the supplier determines that the activity will proceed as normal despite the weather, the regular cancellation terms of the booking will apply.
10. Force Majeure and Circumstances Beyond Our Control
An activity may be changed or postponed due to typhoons, flooding, natural disasters, road or site closures, government instructions, strikes, transportation restrictions, security events or other exceptional circumstances beyond our control or the supplier's control.
In such situations, we will make reasonable efforts to provide an alternative solution and assist the customer according to the circumstances and the applicable activity terms.
11. No-Shows and Late Arrival
Failure to attend an activity, arrival after the departure time, failure to arrive at the designated pickup point or failure to provide a document required in advance may be considered a no-show and may result in the loss of eligibility for a refund.
Customers are responsible for confirming the meeting time and location in advance and arriving on time.
If a problem occurs while travelling to the activity, we recommend contacting us on WhatsApp as early as possible so that we can try to assist.
12. Customer Responsibilities
Customers are responsible for providing accurate and complete information when making a booking, including names, number of participants, ages and contact information where required.
Customers are responsible for holding any passport, visa, permit or other document required for their travel or participation in the activity.
Customers are also responsible for ensuring that the activity is suitable for their age, physical condition and personal needs, and for informing us in advance of any special requirements that may affect their participation.
13. Children and Minors
Minors must meet the age, height and supervision requirements stated on the activity page.
Responsibility for supervising minors lies with the parent, guardian or responsible adult accompanying them.
14. Health, Safety and Travel Insurance
Certain activities may involve physical activity, water, boating, riding, driving, heights or other natural risks.
Customers must follow the instructions of the operator and local staff and comply with all safety requirements applicable to the activity.
It is solely the traveler's responsibility to purchase and maintain suitable travel insurance. We Love Vietnam does not provide travel insurance and is not responsible for the customer's insurance coverage.
Travelers are responsible for ensuring that their insurance provides appropriate coverage for the types of activities in which they intend to participate.
15. Personal Belongings
Customers are responsible for safeguarding their money, phones, passports, luggage and personal belongings during an activity.
To the extent permitted by law, We Love Vietnam is not responsible for loss, theft or damage to personal belongings during an activity operated by an independent supplier.
16. Descriptions, Images and Operational Changes
We make reasonable efforts to present accurate and up-to-date information, images, prices, operating hours and activity descriptions on the website.
Reasonable changes may occur to the itinerary, timing, pickup point, guide, vehicle or other operational details due to local conditions or supplier decisions.
Where a change is significant and materially affects the service purchased, we will notify the customer as soon as possible.
17. Limitation of Liability
We Love Vietnam is responsible for services that it provides directly and for actions within its control.
Where an activity is performed by an independent supplier, that supplier is responsible for providing the service under its responsibility.
To the extent permitted by law, We Love Vietnam is not responsible for indirect damages or events resulting from the acts or omissions of an independent supplier or from circumstances outside our reasonable control.
Nothing in these terms is intended to exclude any rights that cannot legally be excluded.
18. Problems During an Activity or Complaints Afterwards
If a problem occurs during an activity, we ask customers to contact us as soon as possible and, where possible, while the activity is still taking place.
Problems can sometimes be resolved quickly when we are able to contact the local supplier immediately.
After the activity, customers may contact us with their booking number, a description of the issue and any relevant documents or photographs.
Our WhatsApp support is available for questions and assistance throughout the booking process and during your trip.
You can also contact us by email:
info@welovevietnam.travel
19. Changes to These Terms
We Love Vietnam may update these terms from time to time to reflect changes in our services, suppliers or the operation of the website.
As a general rule, the terms that were in effect at the time a booking was made will continue to apply to that booking, unless otherwise required by law.