TERMS & CONDITIONS
When you make a reservation over the phone or by email, you are considered to have read and accepted our booking conditions and terms. Please kindly read carefully these terms and conditions below:
REQUIRED DEPOSIT AND BALANCE PAYMENT
A deposit of 25% of the total tour price is required upon the confirmation of your booking. Once a deposit is received it is perceived that you have read, understood and accepted all our Terms and Conditions.
Your balance can be paid at least 3 days prior to the departure date. So please kindly pay the balance via online payment or stop by our office in Hanoi or Halong to settle. We open every day from 8.00 am– 17.00 am. We are happy to receive your full payment in cash (VND or USD) or credit card. Please note that if you pay by credit card, a 3% service charge will be applied.
We accept online payment by credit card with ONEPAY, a secured payment gateway for MasterCard, 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.
Services are cancelled by the client
In case a tour is cancelled by the client for any reason, the following fees should be paid:
- Change the departure date 30 days in advance: free of charge
- Change the departure date 14 to 29 days in advance: 30% of the total service value
- Change the departure date 07 to 13 days in advance: 50% of the total service value
- Change the departure date 03 to 06 days in advance: 70% of the total service value
- Change the departure date 01 to 02 days in advance: 80% of the total service value
This fee scheme counts for all services booked at Pelican Cruises. Refunding the client is done by banking transfer; the party who cancels pays the banking fee.
Services are cancelled by Pelican Cruises
Pelican 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 be any rising services during that time, clients will pay based on the actual amount.
Cancellation by weather conditions (controlled and informed by local authority)
Without prior notice, the cruise trip could be postponed, shortened or cancelled due to unexpected bad weather, including storm/ typhoon (summer), cyclone, thunder storm, foggy days (winter), monsoon (winter)… The cruise operation is out of Orchid cruise’s control under these weather issues.
Before tours start from Hanoi city: Refund is made in full
After guests arrive in Halong Bay: Tour cost based on completed service: meals, transfer, day boat trip only, the rest will be refunded
Guests are staying on board, trip is shortened: Tour cost based on completed service: trip length, meals, transfer, activities…, the rest will be refunded.
All cancellations must be received in writing, sent to us via email. Before a determination regarding a refund can be made, all documents must be returned to Pelican Cruises. All refund requests pertaining to cruise and other services are subject to final review by Pelican 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 the refund does not include 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.
HOW TO GET AN INSURANCE
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.
DOCUMENTS FOR TRAVELLING
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 and travel insurance for your travelling time in Vietnam.
BELONGINGS AND PERSONAL PROPERTY
In general, customer’s luggage is sent directly from habour to the boat and back by our transfer service. Thus, all of your valuables, fragile or perishable things including your electronic devices (computer, mobile phone, Ipad, digital camera…) money, passports should be kept by your side, in your hand bag. Pelican Cruises will not be responsible for any loss or damage with these things stored in packed luggage. Others like clothing, footwear or bulky items you can put in your checked baggage.
Flammable and dangerous goods, such as firearms, ammunition, firewood, weapons, etc. are not permitted on the boat.
When onboard, personal items of value can be stored at the reception. Ensure the receptionist or duty manager acknowledges receipt of your valuables.
In case of loss or damage, you need to report to us immediately and we will check and solve the problem together. Pelican Cruises are limited in our liability for customer’s personal belongings.
For the missing items, our staff always take care of this issue and report any missing after the cruise. If you forgot your items on board, please give us specific information of your stuff, we will find them and make every effort to return items left on the boat to the owners. You can receive lost items at our office in Hanoi or we can send them directly to you and you will pay for shipping costs. We are not responsible for any missing items reported after you returned home or moved to another destination.
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 amongst passengers, Pelican Cruises and/or a third party, Vietnamese law will be applied.