BOOKING REFUND, CANCELLATION AND AMENDMENT CHARGES

Refund

Refunds for hotel, or activity are processed within our normal timeframe of 48 hours from the cancellation request. Keep in mind your bank or payment service determines when the funds become available in your account.

Note: Some refunds could take a bit longer, if the cancellation request was made on a weekend or public holiday.

In other circumstances, here’s what you should know about our refund timelines:

How it works

Some bookings are non-refundable. For these bookings, you will not receive a refund if you change or cancel your booking.

 

Some bookings are refundable. For these bookings, you may be eligible for either a partial or full refund if you change or cancel your booking. 

If your booking is eligible for a refund, we usually process the refund within 48 hours.

After we process your refund, it may take up to 7 days for your financial institution to post the credit to your account, and up to 2 billing cycles for that credit to show on your statement.

Once we initiate your refund, we will email you a refund receipt with details regarding the refund amount. In general, you will be refunded in the same form of payment and currency you used when booking.

Please check the property cancellation policy rules and restrictions prior to making a booking.

Amendment:

If you want to change any details of your itinerary booked through the “duhiviet.com website” or the “Service Provider” (such as changing to a different hotel or changing your departure date or airport), we will do our best to help but cannot guarantee that changes will be permitted by the relevant “Service Provider”.

You should contact the “Service Provider” directly (information of the “Service Provider” is available on the Booking Confirmation page/slip) if they have available vacancy and if they are able to accommodate your requirements.

You must get a confirm written reservation amendment/change approval from the “Service Provider and write an email back to us [email protected] with proof from the “Service Provider” stating that they have accepted your request. This has to be done and completed No later than the date of the first night of the reservation to prevent cancellation of your reservation by the “Service Provider” or by “Our” system. 

You could also contact our Service Centre on [email protected] so that we may assist you. Although we do not guarantee that changes will be permitted by the relevant “Service Provider”.

Amendment Fees:

We do not charge an amendment fee for changes made by you on any bookings except tour and air ticket bookings, where we do charge an amendment fee. However, the relevant “Service Provider” may also charge a fee in connection with any changes, which will be payable by you (if any). The price of your new arrangements will be based on the prices that apply on the day you ask us to make the changes. These prices may not be the same as when you first booked.

 

LATE ARRIVAL:

In the event you are not able to or do not show for the first night of the reserve date and plan to arrive on the second day, you must FIRST get a confirm written reservation change approval from the “Service Provider and write an email back to us [email protected] with proof from the “Service Provider” stating that they have accepted your request. This has to be done and completed No later than the date of the first night of the reservation to prevent cancellation of your reservation by the “Service Provider” or by “Our” system. 

Cancellation

If you want to cancel any of your Confirmed Booking services through the “duhiviet.com Website” or the “Service Provider” (such as cancelling the hotel booking or tour and flights ticket), we will do our best to help but cannot guarantee that cancellation will be permitted by the relevant “Service Provider”.

You may cancel your prepaid Confirmed Booking services and or other services which you have previously made from the “duhiviet.com Website”, but you will be charged the cancellation and/or the change fee indicated in the rules and restrictions set forth by the “Service Provider” (which vary by each Property Owners and Service Providers). You need to contact them directly to better understand their terms and conditions.

If you do not cancel or change your reservation before the cancellation policy period applicable and set by the “Service Provider” to whom you reserved, the full cost of your purchase will be non-refundable.

You could also contact our Service Centre on [email protected] so that we may assist you. Although we do not guarantee that changes and refund will be permitted by the relevant “Service Provider”.

Cancellation Fees:

Requests for a refund of monies paid for any services booked through the “duhiviet.com Website” will be governed by the terms and conditions set forth by the “Service Provider”, and “We” will not be liable nor responsible for any refund claims or payment, and do not have any control over, such terms and conditions.

In particular, you are advised that many accommodations, tour tickets and airfares are non-refundable and you yourself must check the terms and conditions set forth by the “Service Provider” before proceeding with the booking.

You fully understand and agree to pay any and all cancellation or change fees that you incur. Some “Service Provider” do not permit changes to or cancellations of reservations after they are made, as indicated in the rules and restrictions by the “Service Provider”. Please contact them directly to know more on this.

NO SHOW:

In the event you do not show up for the first night of the booking (00.00hrs following day), or the exact tour & travel time and date which was set forth and/or flights ticket travel date etc. You will be charged the full price with little to no recovery. You are also responsible for any and all additional cancellation or change fees that this may cause you to incur. Please take note that some “Service Providers” do not permit changes to or cancellations of bookings after they are made.