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General Regulation and Cancellation Policies

The following Terms and Conditions apply to bookings made by guests using service of Halong Royal Palace Cruise (halongroyalpalace.com) Please kindly read these terms and conditions carefully. On booking online or signing our booking form when making reservation over the phone or by email, you are deemed to have read and accepted our Booking Conditions, and are accepting the terms of these conditions on behalf of all persons in the party

1/ RESERVATION

The reservation request should be sent by email or BOOKING ENQUIRY form to: Halong Royal Palace Cruise Sales Office: No. 9 Hang Huong – Hoan Kiem dist. – Hanoi – Vietnam Tel: (+84) 24 39262328 Website: halongroyalpalace.com Email: [email protected] The reservation is validated only if you received a confirmation from Halong Royal Palace Cruise and secured with deposit. Any amendment should be sent and approved by Halong Royal Palace Cruise in advance.

2/ HOW TO BOOK TOUR?

Step 1: Choose “Book Now!”

Step 2: Customize your trip and provide us with necessary information

Step 3: Click on “Book” then “Pay”

Step 4: Receive an Email with Service Voucher

· Step 5: Fill in Registration form and Pick up address

3/ DEPOSIT AND BALANCE PAYMENT

  1. A deposit of35% – 50% of the total tour price is required upon a confirmation of your booking. Full payment is required depending on the suppliers’ policy or the last minute bookings. Once a deposit is received it is understood that you have read, understood and accepted all our Terms and Conditions.
  2. Your balance can be paid at least 1 day prior to the departure date. So please kindly stop by our office at 9 Hang Huong, Hoan Kiem, Hanoito settle. We open every day from 7:00am – 9:30pm. We are happy to receive your full payment in cash (VND or USD) or credit card, if you pay by credit charge, 3% service charge will be applied.
  3. If you do not have time to visit our office in Hanoi, please inform our sales staffs so we can arrange alternative payment method and advise you.
 

4/ PAYMENT METHOD

  1. We accept online payment by credit card with ONEPAY, a secured payment gateway for Master Card, Visa. We will send you secured payment links once you accept this method.
  2. You can also choose payment by Bank Transfer, Western Union, and PayPal. Please, kindly note that the payment fees are not inclusive in price.
  3. 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.
  4. If you book and pay in full directly our website you will save 3% of band administration fee.
 

5/ CANCELLATION POLICY

Cancellation by you

Any cancellation should be referred to Halong Royal Palace Cruise sales office in writing by email, following these below terms.  

Sharing – from 1 to 2 cabins:

Charter/ Sharing from 3 to 10 cabins:

Cancellation by us

We reserve the right to cancel your booking under some unavoidable circumstances like: weather conditions, wars, civil strife, industrial disputes, natural disasters, terrorism, or order from the Local Authority. If we cancel your booking, you can either get a refund or accept an alternative from us of equivalent or similar standard and price, if one is available, and we will always refund the difference in price if the alternative is of a lower standard and price.

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 Royal Palace 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, and 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. For the details of each cancellation event because of bad weather, charge and refund policy, please read more of our Weather and Cruise Cancellation.  

6/ CHILDREN POLICY

Child under 5 years sharing fully paid cabin with parents: No additional charge, limited to one child per cabin (for sharing), no seat on bus, For sharing option:

7/ REFUND

  1. 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 Halong Royal Palace Cruise. All refund requests pertaining to cruise and other service are subject to final review by Royal Palace Cruise.
  2. 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.
  3. Please note that, refund does not including service fee for payment by credit card or online payment.
  4. No refunds will be made for unused services or no-shows. It is up to 15-45 days for any refund to appear in your bank account statement.
 

8/ LIQUOR AND BEVERAGE POLICY

  1. We have a wide variety of drinks including alcoholic and non-alcoholic beverages on board. Guests are not recommended to bring these drinks. If you would like to request any special alcoholic or non-alcoholic beverages then please contact our Sales and Reservation Department in advance.
 

9/ INSURANCE

  1. 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.
 

10/ TRAVEL DOCUMENTS

  1. 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.
  2. It is the guest’s obligation to obtain a valid passport, visas and public health documents, travel insurance for your travelling time in Vietnam.
 

11/ PERSONAL PROPERTY AND BELONGINGS

  1. In general, customer’s luggage is sent directly from harbor 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. Halong Royal Palace Cruise 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.
  2. Flammable and dangerous goods, such as firearms, ammunition, firewood, weapons, etc. are not permitted on boat.
  3. When onboard, personal items of value can be stored at the reception. Ensure the receptionist or duty manager acknowledges receipt of your valuables.
  4. In case of loss or damage, you need to report to us immediately and we will check and solve the problem together. Halong Royal Palace Cruise is limited in our liability for customer’s personal belongings.
  5. For the missing items, our staffs always take care of this issue and report any missing after 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 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 other destination.

12/ RESPONSIBILITY

  1. 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.
  2. 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.
  3. 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.
  4. If there is a dispute among a passengers, Royal Palace Cruise and/or a third party, Vietnamese law will be applied.