Terms and Conditions

Who We Are & Our Legal Status

True Asia Travel JSC (“True Asia Travel”, “we”, “us”, “our”) is a Vietnam-registered travel company with a valid tax code and licensed office in Hanoi, Vietnam. We comply with all applicable laws and regulations governing travel services in Vietnam.
We act as a travel agency and tour organizer, designing itineraries and arranging services with licensed third-party suppliers on behalf of our clients.

Our role as travel agency and tour organizer

True Asia Travel is responsible for providing travel planning, advisory and booking services with reasonable skill and care, and for arranging the services specified in your Booking Confirmation. To the maximum extent permitted by law, we are not responsible for any act or omission of third-party suppliers, or for any loss, damage, delay, or expense arising from circumstances beyond our reasonable control.

For the avoidance of doubt, True Asia Travel is a Vietnam-registered travel company acting as a travel agency and tour organizer. We design and arrange your trip using carefully selected, independent suppliers, and all services are provided in accordance with Vietnamese law and the applicable terms and conditions of those suppliers.

Booking Conditions – Please Read Carefully

These Booking Conditions contain important information regarding your legal rights, obligations, and limitations of liability. Please review them carefully before making any reservation with True Asia Travel.

By confirming a booking, you represent and warrant that:

  1. You are at least 18 years of age;

  2. You have full legal capacity and authority to enter into this agreement;

  3. Bookings are strictly personal and non-transferable unless otherwise agreed in writing.

  4. You accept responsibility for all persons included in the booking, including responsibility for all payments due;

  5. The services to be provided are those expressly stated in the Booking Confirmation Invoice issued by us.

We reserve the right to update or amend these Booking Conditions at any time. Any revised version will take effect immediately upon publication, and your continued use of our services will signify acceptance of the updated terms.

Definitions & Interpretation

1.1 “Booking” means any confirmed travel arrangement made with True Asia Travel, including but not limited to tours, hotels, flights, cruises, transfers, and activities.
1.2 “Supplier” means third-party providers of services, including hotels, airlines, cruise companies, transport operators, and activity providers.
1.3 “Deposit” means the upfront payment required to secure a booking.
1.4 “Balance” means the remaining payment due after the deposit.
1.5 “Force Majeure” means events beyond the reasonable control of either party (e.g. natural disasters, pandemics, war, government restrictions).
1.6 Interpretation: Singular includes plural; references to “days” mean calendar days; headings are for convenience only.

Booking with True Asia Travel

We provide multiple ways to book or inquire about our services—online, by email, phone, or in person at one of our regional offices. However you choose to contact us, our expert team is ready to answer your questions and process your bookings with care. 

General Booking & Payment Conditions (Effective August 2025)

By booking online, signing our booking form, or confirming a reservation by phone or email, you are deemed to have read, understood, and agreed to be bound by these Booking Conditions. Together, they constitute the entire legally binding agreement between True Asia Travel (“True Asia Travel”, “we”, “our”, “us”) and you (“Client”, “you”, “your”).

These conditions form part of the service contract, whether verbal or written, between True Asia Travel and the Client and/or any appointed Agent.

Unless otherwise agreed in writing during the quotation or booking process, all services sold by True Asia Travel are subject to these general conditions. In cases where special or stricter conditions are specified for a particular booking, those conditions will prevail.

1. Validity

Dates, itineraries, and prices are valid from January 1, 2025, to December 31, 2026. Beyond this period, they are indicative only and subject to revision.

2. Contract formation & validity

2.1 A binding contract is formed only when:
We have received your deposit payment (or full payment, if applicable), and
We have issued a Booking Confirmation Invoice.
2.2 Until both conditions are satisfied, no contract exists, and we bear no obligation to provide services.
2.3 Any verbal quotations are not binding unless confirmed in writing by us.

3. Booking Status

Services described in the confirmed itinerary will be booked upon your approval of the proposal. If certain services cannot be confirmed, you will be notified promptly and offered suitable alternatives.

4. Prices and surcharges

4.1 Variable and Seasonal Pricing
 
All advertised trip prices are indicative and subject to variable and seasonal pricing, which reflects demand, supplier availability, and market conditions. Different travelers on the same tour may pay different prices depending on booking date, room type, occupancy, or other factors.
 
4.2 Securing a Price / Promotions
 
To secure a quoted price, the required deposit must be paid before the quote expiry date. Once the deposit is received, the price for your booking is fixed. Any subsequent promotions, discounts, or special offers by True Asia Travel will not apply retroactively to confirmed bookings.
 
4.3 Price Increases (Surcharges)
 
Trip prices are based on current exchange rates, fuel costs, government taxes, and supplier tariffs at the time of quotation.
 
True Asia Travel will absorb any price increase up to 2% of the total trip cost.
 
If the increase exceeds 2%, you will be responsible for the additional cost.
 
If the surcharge exceeds 8% of the total trip cost, you may:
 
Cancel your booking within 7 days of receiving notice (refunds are limited to amounts recoverable from suppliers; non-refundable items such as airline tickets, cruises, or pre-paid hotels may not be refunded in full), or
 
Accept an alternative trip of equivalent value, if available.
 
4.4 Price Reductions
 
If the overall cost of your trip decreases after full payment, due to supplier cost reductions (e.g., hotel discounts, cruise promotions), you may be entitled to a partial refund of the difference. A USD 10 administration fee applies.
This clause does not cover promotional offers introduced by True Asia Travel after deposit payment (see 4.2).
 
4.5 Currency and Exchange Rates
 
All prices are quoted in the agreed currency as specified in your invoice. Travel arrangements may be purchased in currencies other than your home currency. Prices are based on exchange rates as of January 2025 and may vary depending on the booking currency.
 
4.6 No Price Changes Close to Departure
 
Once your holiday is confirmed within 20 days of departure and full payment has been received, the price is guaranteed and will not change, except in cases of government-imposed taxes or fuel surcharges. No refunds will be issued for reductions within this timeframe.
 
4.7 Credit Card Surcharges
 
A surcharge may apply to payments made by credit card, depending on the payment processor.
 
4.8 Air Passenger Duty and Taxes
 
Air Passenger Duty and all applicable government taxes are included in the price of air-inclusive trips, unless otherwise stated.

5. Payments 

5.1 Deposit

  • A non-refundable deposit of 30% of the total tour price is required at the time of booking.

  • Additional deposits may be required to process a booking and secure reservations for services such as flights, cruises, hotels, or during peak travel periods. The necessity, amount, and refundability of such deposits will be communicated by our specialists during the quotation and booking process.

5.2 Final Balance

  • The remaining balance must be paid no later than 30 days before the scheduled arrival date.

  • Bookings made less than 30 days before departure require full payment at the time of booking.

5.3 Failure to Pay

If the final balance is not received by the due date, we reserve the right to treat the booking as cancelled by you, in which case cancellation fees shall apply.

5.4 Accepted Payment Methods

  • Payments may be made by bank transfer, credit card (Visa, MasterCard, American Express), or other methods agreed in writing.

  • Bank transfer fees, credit card surcharges, and international transaction charges are the responsibility of the Client and must be covered in addition to the invoiced amount.

  • For credit card payments, a surcharge of up to 3% may apply depending on the issuing bank.

5.5 Currency

  • Payments must be made in the currency stated on the invoice.

  • If payment is made in a different currency, the applicable exchange rate and conversion costs are the responsibility of the Client.

6. Payment Methods

  • Bank Transfer: To the account listed on the invoice. All bank charges must be borne by the Agent.

  • Credit Card: Payments via our secure gateway (Visa, MasterCard, Amex). A secure link will be provided by our specialists.

7. Supplier terms and third-party services 

7.1 Many of the services we arrange (including flights, cruises, rail journeys, and accommodation) are provided by independent suppliers.
7.2 Each supplier has its own booking conditions, which form part of your contract. Where supplier conditions are stricter than ours, the supplier’s terms shall prevail.

7.3 By booking through us, you agree to be bound by the conditions of all suppliers relevant to your booking.

7.4 True Asia Travel does not own or directly operate airlines, hotels, cruise ships, or transport companies. We act as a booking agent and tour organizer, arranging these services on your behalf.

7.5 While we carefully select reputable suppliers, all travel services are provided subject to the terms and conditions of the relevant supplier. We are not liable for any act or omission of these independent suppliers, or for any loss, damage, delay, disruption, accident or injury arising from services outside our direct control, except to the extent required by applicable law.

This structure is standard practice in the global travel industry and allows us to offer a wide range of services while working only with reputable, licensed suppliers.

8. Responsibility & limitation of liability

8.1 True Asia Travel is responsible for providing travel planning, advisory and booking services with reasonable skill and care, and for arranging the services specified in your Booking Confirmation Invoice.
8.2 To the maximum extent permitted by applicable law, True Asia Travel shall not be liable for any loss, damage, injury, delay or expense which results from:
– any act or omission of you or any member of your party;
– any act or omission of third-party suppliers or any person not employed by or under the direct control of True Asia Travel;
– any event or circumstance which we could not, with all due care, foresee or avoid (including Force Majeure events).
8.3 True Asia Travel shall not be liable for any indirect or consequential loss, including loss of profit, loss of enjoyment or emotional distress, except where such limitation is prohibited by law.
8.4 In any case where True Asia Travel is found liable, our total aggregate liability shall not exceed the total amount paid to us for the affected travel services, unless otherwise required by mandatory law. 

9. Amendment by the clients

9.1 Any request for amendment must be made in writing and is subject to availability.
9.2 We reserve the right to charge an administration fee of up to USD 100 per change, in addition to any charges imposed by suppliers.
9.3 Changes requested within 30 days of departure may be treated as a cancellation and rebooking, with cancellation fees applying.

10. Travel Insurance

We strongly recommend that all travelers purchase comprehensive travel insurance before the start of their trip. Travel insurance is a key condition to protect you in many situations where True Asia Travel has limited or no liability under these Booking Conditions.
Your insurance policy should cover at least the following:
  • Medical expenses (including COVID-19 coverage).
  • Emergency evacuation and repatriation.
  • Trip cancellation, interruption, or postponement.
  • Personal liability.
  • Loss, theft, or damage to luggage and personal belongings.
In the post-COVID era, travel insurance may also be a mandatory requirement for entry into certain countries. We recommend a minimum medical coverage of USD 100,000.
⚠️ Please note:
 
True Asia Travel accepts no liability for any costs incurred due to insufficient or absent insurance coverage.
Some tours may involve specific activities (such as riding as a passenger on a motorbike under 125cc). Please ensure your insurance policy covers such activities.
You are free to purchase insurance independently through any provider, or you may request assistance from True Asia Travel in finding a suitable policy.
Having valid travel insurance ensures peace of mind and protection against unexpected events during your journey. If you require guidance, please contact us prior to your departure.

11. Child policy

11.1 Age Definition
Children are defined as travelers between 2 and 11 years of age, as of the travel date.
Infants are defined as travelers under 2 years of age.
 
11.2 Child Discounts
For experiences, excursions, or day trips, children aged 2–11 will receive a 15% discount off the applicable adult price, unless otherwise specified in the booking proposal.
 
For tours involving accommodation, child pricing will be calculated based on actual costs charged by suppliers, including any child-specific discounts offered (such as reduced entrance fees or value-added benefits).
 
Children occupying their own room will be charged at adult rates.
 
11.3 Booking Disclosure
 
During the booking process, we will inform you of:
  • Any available child discounts;
  • Extra bedding requirements for children;
  • Pricing implications if children occupy their own rooms.
11.4 Airline Child and Infant Charges
All flights are quoted separately from tour packages.
  • Child charges on flights will follow the specific airline’s policy, which may vary by carrier and route.
  • Infants under 2 years are generally not charged or charged a minimal fee, subject to the airline’s policy.

12. Early check-in, late check-out, day-use

12.1 Early Check-In 

If you wish to have your room ready before standard check-in, this can be arranged for an additional charge.

Charges will be clearly listed in the itinerary exclusions.

12.2 Late Check-Out 

If clients wish to extend their stay beyond standard check-out (e.g., 11:00 AM to 2:00 PM), this is considered late check-out.

Late check-out is not included in the tour price and may incur additional charges, confirmed during booking.

12.3 Day-Use 

Definition: Day-use refers to requesting a room for a short period during the day, after standard check-out and before the next night’s check-in.

Typically used for rest between tours, before a late flight, or during a layover.

Day-use is not included in the tour price. Charges will be confirmed during the booking process.

Day-use is treated as a separate, short-term booking, distinct from late check-out.

13. Cancellation by True Asia Travel

True Asia Travel reserves the right to cancel any trip at any time prior to departure if, due to unforeseen circumstances, it is not feasible to operate the trip safely or practically. Such circumstances include, but are not limited to:
  • Terrorism, natural disasters, severe weather, political unrest, or strikes;
  • Government-imposed travel restrictions, border closures, or quarantine requirements.
  • Supplier failure (hotels, cruise operators, transport providers) preventing proper delivery of services.
In the event of cancellation by True Asia Travel, you may choose either:
  • Transfer all amounts paid to an alternative trip or departure date, subject to availability, or
  • Receive a full refund of amounts paid, minus any non-recoverable third-party fees (e.g., bank transfer charges, airline penalties).
Important: For cancellations caused by external events beyond our reasonable control (force majeure), refunds may be subject to deductions for unrecoverable costs. True Asia Travel is not liable for incidental or consequential expenses incurred by clients, including but not limited to: visas, vaccinations, travel insurance excess, or non-refundable flights.

14. Governing law & jurisdiction

These booking conditions and any dispute arising out of or in connection with them shall be governed by the laws of Vietnam, where True Asia Travel JSC is registered. You agree that the courts (or competent arbitration bodies, if applicable) of Vietnam shall have exclusive jurisdiction to settle any such dispute.

Strong Recommendation: Clients are strongly advised to hold comprehensive travel insurance covering cancellation, medical emergencies, and force majeure events.