I. HOW TO BOOK TOUR ?
Step 1: Select a Tour
Browse our pages to select the trip and itinerary of your interest, after considering other detail information in the program you click to RATE & AVAILABILITY to send your request.
Step 2: Customize your trip and provide us with necessary information
Booking form, add your departure date, number of people (adults and children under 12 years old), number of cabin.
Fill in customer information in this form that can help us contact and send you payment link details.
Any special requests you may have (such as a special diet, preferred boat name …), that our travel consultant will clarify to you by email.
Step 3: Submit Your Booking Request
After filling the necessary information click” Submit” to send your request to us. You will receive our response within 24 hours, in order to avoid any interception or loss, we recommend you to check your SPAM/JUNK mail folder. If you do not receive any response within 24 hours, please resend us your request to firstname.lastname@example.org or make a call to us.
Step 4: Accept booking procedures, price and process payment
When you receive our response with price, availability and other details from our sales team and you fully accept the procedures; please send us an email to inform your acceptance. Our sales staffs will send you payment link for deposit to secure your booking. The remainder of the tour charge will be collected later upon arrival in Vietnam
Step 5: Receive a Service Voucher
Once we receive your payment (Deposit or full payment) a Service Voucher will be send to you as a final confirmation of your reservation.
Step 6: Fill in Registration form and Pick up address
After the final confirmation of your reservation, we request you to fill in a form to give us the details of pickup address (our shuttle bus pick up at hotels in Hanoi Old Quarter), wishes for a special diet and check in details, including your full name, year of birth, gender, nationality, passport No, Visa expiry date to Vietnam. We request you to provide this information to us at least one day before departure.
II. PAYMENT INSTRUCTION
To secure your reservation, we require the deposit of at least 25% total trip cost; can be processed by 1 of the 2 options below:
Option 1: OnePay
We connect with OnePAY Payment Gateway to accept Online Card Payment (www.onepay.vn). All of your card information is processed through SSL protocol with international card security standard. Your card information will not be stored at our system (merchant) with international security standard. We will send you the link to fill out the form and you will make the online payment through steps.
Please note that all credit transactions will be charged extra 3.0% service fee
Option 2: Bank Transfer
Transfer your prepayment to our bank account, details as below
Bank Name : Vietcombank
Bank address : Quang Ninh, Viet Nam
Swipt Code : BFTVVNVX
Bank account Number: 0521370689689
Beneficiary : #32, Anh Dao, Bai Chay, Halong, Quang Ninh, Vietnam
Kindly notice that our prices are not inclusive of transfer fees levied by your bank and oversea bank – please ask your bank to transfer the sum prior deduction or any shortfall.
We reserve the right to release part or full booking if the deposit is not completed as deadline.
2. Other Payment (Balance, Drink Bills…)
Option 1: Card Payment
We do accept card payment, including Credit, Debit, ATM, but we do not accept AMEX card. Please note that all card transactions will be charged extra 3% service fee
Option 2: Cash
Payment in Vietnam Dong (or AUD, EUR) is to be made equivalent to the amount in United States Dollars at the official exchange rate of the VietcomBank at the time of payment.
DEPOSIT AND BALANCE PAYMENT
A deposit of 25% – 50% of the total tour price is required upon a confirmation of your booking. Once a deposit is received it is understood that you have read, understood and accepted all our Terms and Conditions.
Your balance can be paid at least 1 day prior to the departure date. So please kindly stop by our office at #27,172 Lane, Lac Long Quan Str, Tay Ho Dist, Hanoi to settle. We open every day from 8.30 – 12.00 & 1.30 – 5.30pm. We are happy to receive your full payment in cash (VND or USD). If you do not have time to visit our office in Hanoi, please inform our sales staffs so we can arrange your payment in Halong Bay office, on departure date.
We accept online payment by credit card with ONEPAY, a secured payment gateway for Master Card, Visa, and American Express. We will send you secured payment links once you accept this method.
You can also choose payment by Bank Transfer, Western Union. Please, kindly note that the payment fees are not inclusive in price.
You can choose to pay the remainder of your balance by cash or credit card at our office in Hanoi or Halong Bay. For credit card payments, a 3% bank fee is added for each transaction.
1. Services are cancelled by the client:
In case a tour is cancelled by the client for any reason, the following fees should be paid:
More than 30 days in advance of our service: 25.%
From 15 to 30 days in advance of our service: 50% of the total sum
From 14 days to 7 days in advance of our service: 100% of the total sum
This fee scheme counts for all services booked at Pelican Luxury Cruises. Refunding the client is done by banking transfer; the party who cancels pays the banking fee.
2. Services are cancelled by Pelican Luxury Cruises :
Pelican Luxury Cruises will only cancel the contract if dramatic problems like natural disasters, epidemics, political problems, etc., may occur. In this case, clients will be refunded the total sum of booked services. Should there are any rising services during that time, clients will pay basing on the actual amount.
For sharing option:
– Child below 5 years old is F.O.C sharing room with parents.
– Child from 5 to 12 staying on separate bed: charge 75% adult price, sharing room with parents.
– Child over 12 years old consider adult
For charter option: child from 5 years will be charged as adult.
Limited 01 child per room. Other children policies will be consulted in details by Pelican Luxury Cruise upon request.
All cancellations must be received in writing, sent to us via email. Before a determination regarding a refund can be made, all cruises documents must be returned to Pelican Luxury Cruises. All refund requests pertaining to cruise and other service are subject to final review by Pelican Luxury Cruises.
In case of tour cancellation by bad weather, refund will be made fully or partly based on service that has been delivered to customers before cancellation.
Please note that, refund does not including service fee for payment by credit card or online payment.
No refunds will be made for unused services or no-shows. It is up to 15 days for any refund to appear in your bank account statement.
Insurance on board is purchased for passengers due to the requirement of Vietnamese law, and it covers only the basic accidents so we strongly recommend you purchase your own insurance before departing for Vietnam and before joining the cruise with us.
Service Voucher will be compiled after the deposit has been received and sent to guests prior to departure. These documents will be sent via email, and should be printed out by participants and retained as a receipt.
It is the guest’s obligation to obtain a valid passport, visas and public health documents, travel insurance for your travelling time in Vietnam.
Once we confirm the reservation with you, all possible care is taken to ensure that the services supplied maintain the highest possible standards and follow what we describe in the itinerary. However, we are not responsible for any problems arising from the booking or services that we do not directly control.
Please pay attention to your valued properties. We have no responsibility for the loss or damage of luggage due to the delay, accident, natural disaster or political actions, except for the properties kept in our security boxes at our reception desk on board.
We have no responsibility for any mental or physical injury, illness, loss or death when such damages were neither the result of a physical injury to the Passenger, nor the result of that passenger having been not at actual risk of physical injury, nor intentionally inflicted by us.
If there is a dispute among a passengers, Pelican Luxury Cruises and/or a third party, Vietnamese law will be applied.
* Sharing option: sharing boat with other group, private cabin.
** Charter option: hiring the whole boat for a group.