Terms & Conditions

Booking conditions

THIS IS IMPORTANT INFORMATION please read carefully before booking.

On booking online or signing our booking form when making reservations over the phone or by email, you are deemed to have read and accepted our Booking Conditions (which constitutes the entire agreement between you and us). By accepting, you certify that you are an adult (At least 18 years old) with full legal authority to enter into this agreement for yourself and on behalf of all accompanying passengers on your reservation. The services to be provided are those referred to in your booking confirmation invoice.

These terms and conditions are subject to change at any time, and it is your responsibility to check these terms and conditions regularly in case there are any changes.

Continuing to use our travel service after a change has been made is your acceptance of those changes.


We offer a variety of ways to book or enquire about our services. Whether your communication preference is via online, e-mail, telephone, visiting one of our regional offices, or a mixture of it all, our expert teams are standing by ready to answer any questions and process your bookings.


Prime Travel Vietnam Co. Ltd. (hereafter referred to as ‘we’, ‘our’ and ‘us’) and the Agent (hereafter referred to as ‘Agent, ‘you’ and ‘your’) agree that the terms and conditions for the services provided by us to you shall be governed by the Booking Conditions detailed below and that the said Booking Conditions shall form an entire part of the service contract, whether verbal or written, entered into between Prime Travel Vietnam and the Agent.

ALL services sold by Prime Travel Vietnam are subject to these general terms and condition unless otherwise agreed for a specific booking at quotation/booking time by email in which case special/stricter conditions will override the general conditions.


Dates, itineraries, and prices are valid from 01 January 2023 until 31 December 2023. Beyond 31 December 2023 dates, itineraries and prices are indicative only.


All services described in the detailed itineraries will be booked after receiving your approval and confirmation of the proposal. In case some services cannot be confirmed, you will be informed immediately and offered with an alternative


You are required to pay a NON-REFUNDABLE deposit of 30% at the time of confirmation (please note that increased deposit requirements may be applied for some trips).

Except as otherwise agreed by Prime Travel Vietnam, final payment is due as per invoice latest 30 days prior to arrival. If booked less than 30 days from arrival, payment needs to be made upon receipt of the invoice. Multi-country tours will mostly be invoiced as one by the Prime Travel Vietnam office handling the file especially if all quoted in the same currency. In some cases 2 invoices may be needed/issued.  If the final payment is not paid on or before the due date, Prime Travel Vietnam we reserve the right to treat your booking as canceled.

In case credit terms have been granted, we request payment to be made timely and it must be received on the date set on the invoice. Credit terms will be reviewed yearly and regular late payments may lead to a review of terms.

Payments can be made by:

•BANK TRANSFER to the bank account mentioned in the invoice. Bank charges must be covered by the agent at the origin.

•CREDIT CARD via our payment gateway. If you select this option, our specialists will send you a secure link for payment (Visa, Amex, MasterCard).


Deposits may be requested to start working on a file and to secure reservations for services such as flights, cruises, hotels as well as for certain peak travel periods.

The need for deposits and the amount and conditions applying to them (refundable, non-refundable) will be mentioned by our specialists case by case at the time of travel planning and quoting.


Cancellation must be made in writing by email and be received in time (please keep in mind weekends, public holidays, and different time zones on both ends).

SPECIAL Covid Cancellation Terms

As per 1st March 2021, existing and new bookings with a traveling date up to 30 June 2022 can be cancelled without charges up to 15 days before arrival in-country. The only exceptions are for any file where stricter terms have been mentioned at the time of quoting/booking or where suppliers are not flexible (especially Japan and Malaysia).

Additionally, flexible handling will be applied by Prime Travel Vietnam also within the immediate 14 days before arrival (in Covid times), as long as official travel prohibitions/restrictions (for ex from the State Department for the USA or FCO advice for the UK) are re-imposed by the origin country or an arrival stop or quarantine is issued by the destination. In such cases, deposits and payments that have been made will be credited and transferred to a future travel date as above.

If a client cancels within the 14 days before travel for any other reason than official restrictions and travel stops (for example illness, missed flights, general worry etc..), regular cancellation conditions will apply. A travel insurance will help to mitigate risks here.

Credit notes

If a deposit/payment has been credited in the Covid period it can be used for a future date/ booking in any Prime Travel Vietnam destination. The credit amount is usable for the same or a different traveler for a period of at least 36 months after the original travel date. Please note that we do depend on our partners/ suppliers and their goodwill and some specific charges like prepaid hotel/air/train and other services may not be fully recoverable.


Our advertised trip prices are subject to variable and seasonal pricing, both of which are standard practice within the travel industry. This means our trip prices may vary at any time in accordance with demand, market conditions and availability. It is likely that different passengers on the same trip have been charged different prices. Your best option if you like the price you see is to book at that time. Once you have received a quote the price will be locked in provided you pay the required deposit prior to the quote’s expiry. Any reduced pricing or discounts that may become available after you have paid your deposit will not apply. If you wish to cancel your booking to take advantage of a cheaper price, full cancellation conditions apply as set out below in clause 7 (Cancellation by You). The most up to date pricing is available on our website. Prices are based on currency exchange rates as of June 2021; note that prices may vary depending on which currency the booking is made. We reserve the right to in such instances we will be responsible for and absorb any increase up to 2% of the trip price and you will be responsible for the amount over and above that. If any surcharge results in an increase of more than 8% of the trip price you may cancel the booking within 7 days of notification of the surcharge and obtain a full refund or change to an alternative holiday, if available and offered by us. Should the cost of your trip decrease due to the changes mentioned above then any refund due will be paid to you less an administration fee of £10. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the cost of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period. Air Passenger Duty is included in the price of your air inclusive trip. Please note that a surcharge may be applied to a purchase made by credit card.


We strongly recommend that clients arrange for comprehensive travel insurance covering cancellation/postponement clauses as well as a good medical coverage. Travel insurance may very well become a pre-requirement for entry from many governments/destinations in the post-Covid era and the minimum amount recommended is 100,000 USD.


For Prime Travel Vietnam Experiences (excursions and day trips) children between the ages of 2 and 11, at dates of travel, will receive a 15% discount off the Adult price (based on total travellers – adults + children 2-11), unless specified otherwise in a proposal.

For all tours involving accommodation, prices for children will be calculated to actual costs and all child discounts received from suppliers such as reduced entrance fees or value ads for children will be passed on to the clients. Accommodation is charged according to the individual hotel’s tariff and children occupying their own rooms will be charged as adults. During the booking process we will do our utmost to advise you of child discounts and extra bedding requirements for children.

All flights are quoted separately and children are charged as per airline policies. Infants under two years of age will be exempt from most charges except as mandated by airline policies.


Early check-in or late check-out are not included in the tour prices. Most hotels allow check-in to take place during the mid-afternoon. Should you wish to have your room ready for immediate check-in upon arrival; Prime Travel Vietnam can arrange this for an additional charge. The detail stated at your itinerary’s exclusion list.


Cancellation by Prime Travel Vietnam

We may cancel a trip at any time prior to departure if, due to terrorism, natural disasters, political instability, or other external events it is not viable for us to operate the planned trip. If we cancel your trip, you can transfer the amounts paid to alternate departure dates or alternatively receive a full refund (not included in the bank transfer fee or any third party’s service charge). In circumstances where the cancellation is due to external events outside our reasonable control, refunds will be less any unrecoverable costs. We are not responsible for any incidental expenses that you may have incurred as a result of your booking including but not limited to visas, vaccinations, and travel insurance excess or non-refundable flights.

(*) For this particular clause, you are advised to have the mentioned cases covered by your own travel insurance.

Cancellation by you 

If you cancel some or all portions of your booking the cancellation terms set out below will apply. A cancellation will only be effective when we receive written confirmation that you have sent to your relevant sales representative of the cancellation. If you cancel a trip:

21 days or more prior to departure, we will hold the deposit amount as a credit;


20 days or fewer prior to departure:

we will hold 50% of the monies paid by you in connection with the booking as a credit and retain the remaining 50% of monies paid by you in connection with your booking; or

and the cancellation is due to you having COVID-19/ “flu-like symptoms”, supported by a medical certificate, we will hold 100% of monies paid by you in connection with the booking as credit.

Any credit resulting from a cancellation under this clause (Cancellation by you) does not have an expiry date and may be applied towards any other available trip offered by us. This credit is not transferrable or redeemable for cash. This credit excludes flights or insurance as they will have their own booking conditions.

Note that different cancellation conditions apply to some styles of trips and additional services as set out in the Special Conditions and the Essential Trip Information relating to your trip. You are strongly advised to take out cancellation insurance at the time of booking. If you leave a trip for any reason after it has commenced, we are not obliged to make any refunds for unused services. If you fail to join a trip, join it after departure, or leave it prior to its completion, no refund will be made. The above cancellation terms are in addition to fees which may be levied by accommodation providers, travel agents or third-party tour and transport operator fees. Please refer to clause (Liability), which provides more information about your rights which may apply to your cancellation.


All bookings will be confirmed by email along with relevant documentation such as Final Itinerary Booking Vouchers and Air Tickets (where needed). The confirmation email will constitute a written agreement and confirmation of all bookings.

Prime Travel Vietnam issues vouchers for clients only in very specific cases when absolutely requested by the supplier. The client’s passport or ID card suffice as proof of identification and all services will be provided as agreed.

Passport and Visa requirements are an agent/client’s responsibility and the information needs to be requested at quoting/booking time. The exact nationality of travelers must be provided when requesting information on visa policies.

Other personal documents may be needed like a vaccine passport or a valid international driving license if self-driving is planned. A photocopy of all your documents and spare passport photos is always good to have just in case.

Passports need to be valid 6 months AFTER the date of departure from the last country. Please check again with our specialists if you have any doubts.

Personal data is securely saved and encrypted and only passed on to reliable suppliers if needed for issuance of travel documents and for security reasons. Personal data records are systematically deleted after the departure of clients.

All clients must be in possession of a valid passport and necessary visas or permits at the commencement of travel. All such documents are at the sole responsibility of the clients. Your travel consultant may assist you in applying for the necessary travel documents upon request. Prime Travel Vietnam accepts no responsibility or liability whatsoever for the failure of clients to obtain appropriate documentation.


Bookings made through our Online system Prime Travel Vietnam Connect/ XML will be invoiced separately from bookings made via our Travel Consultants and are subject to your payment policy agreement with Prime Travel Vietnam.

Cancellation deadlines for XML online bookings vary according to the cancellation policies of hotels, airlines, cruises and other contractors of Prime Travel Vietnam. The deadlines are displayed on Prime Travel Vietnam Connect/ XML.

Timeframe: Cancellation process: Charges:
Outside given deadline Cancellation via system No charge
Inside given deadline Cancellation via Tour Consultant Charges apply


Prime Travel Vietnam will do the utmost to provide the services to the best of our capacity and to the satisfaction of you, our Agent, and your clients. It is the understanding that we act as an intermediary between the agent/client and airlines, hotels, transport operators, tourism suppliers and other contractors providing services in-country. We exert due care and diligence in selecting our local suppliers and shall in no event be directly liable to the agent/client, by reason of breach of services or unsatisfactory services provided by third parties or by way of indemnity or in tort or otherwise, for any loss, injury, damage, delay, change in schedule or other adverse events which are beyond our control and could not have been avoided even if applying special care and diligence.

No refunds or exchanges can be made in respect of accommodation, meals, sightseeing tours, transport or any other services which are included in the Tour prices but not utilized by the Tour member.

For claims to be considered, they must be received in writing by Prime Travel Vietnam within 30 days of the termination of the program and be accompanied by supporting documentation.

Any adjustment considered will be based on the actual price of the services involved and not on a per diem basis. Prime Travel Vietnam will not accept any liability for claims that are not received within 30 days of the termination of your travel program.

If you are not satisfied with any of the services Prime Travel Vietnam has provided and wish to make a complaint in relation to a holiday, please notify your local tour guide or your travel advisor to avoid the potential for similar problems may happen again during the rest of your trip, thereby giving us reasonable opportunity to rectify matters.

Notwithstanding the above, you can notify us in writing not later than 30 days after your return to the port of departure.  Any complaint received after this period will not be entertained.

The Customer may also email the Managing Director of the company at [email protected].


All travelers under the age of 18 must be accompanied by an adult who is responsible for the child’s day-to-day care. We are able to provide details on mandatory health requirements; however, we are not medical experts. It is your responsibility to ensure that you obtain proper and detailed medical advice at least two months prior to travel for the latest health requirements, recommendations for your destination, and any costs. Where you do not do so and either you are not allowed to enter any country, or suffer personal injury or death as a result, we have no liability to you for any cost, loss or damage which you suffer nor will we refund you the cost of any unused portion of your travel arrangements.


Clients should take into account all international travel risks and familiarize themselves with health requirements applicable to the areas they intend to visit. The client is solely responsible for checking the safety and security conditions, vaccination, and other health requirements of governments in countries visited or transited.

On adventure itineraries, some active elements are incorporated into the tour. To enjoy the tour as intended a minimum level of fitness is required to participate. The level required would be equivalent to what is obtained by routine daily exercise such as golf, jogging, energetic walking, tennis, etc. Activities during the tour could include (but are not limited to) trekking, hiking, off-road walking, cycling, kayaking, and navigating uneven terrain. Should you have any questions or need any clarification about a specific tour please ask for details at the time of booking.

You acknowledge that the nature of the trip is adventurous and participation involves a degree of personal risk. You will be visiting places where the political, cultural, and geographical attributes present dangers and physical challenges greater than those present in our daily lives.

We use information from government foreign departments and reports from our own contacts in assessing whether the itinerary should operate. However, it is also your own responsibility to acquaint yourself with all possible relevant travel information and the nature of your itinerary. You acknowledge that your decision to travel is made in light of consideration of this information and you accept that you are aware of the personal risks attendant upon such travel.


You appreciate and acknowledge that the nature of this type of travel requires considerable flexibility and you should allow for alternatives. The itinerary provided for each trip is representative of the types of activities contemplated but it is understood that the route, schedules, itineraries, amenities, and mode of transport may be subject to alteration without prior notice due to local circumstances or events.


During your program, Prime Travel Vietnam reserves the right to take photographs during the operation of any program or part thereof and to use them for promotional purposes. By making a reservation with our company, tour participants agree to allow their images to be used in such photographs. Participants who prefer that their images not be used are asked to identify themselves to their Tour Leader/Tour Guide at the beginning of each itinerary.


Customers are required to have full travel insurance covered. It is the responsibility of the Customer to read their insurance policy before they travel with Prime Travel Vietnam and ensure that the insurance scheme provides the Customer with the requisite level of cover. This includes trip cancellation, medical emergency evacuation, and other coverage (More cases in Clause

FORCE MAJEURE below). The airline schedule, train timetable, and local conditions may affect accommodation and itineraries. Should this occur, Custom Asia Travel will endeavor to substitute a suitable arrangement of equivalent value.


We contract with a network of suppliers, government agencies, and individuals to assist in the running of our trips as agents for these third parties.

We are not responsible for the acts and omissions of these third parties. To the fullest extent permitted by law:

Liability for any loss, death, injury or damage which you may suffer (directly or indirectly) in connection with or arising out of your participation in a trip, or any breach of the Booking Conditions, is excluded.

You release us and our officers, employees, agents, and representatives from any liability and expressly waive any claims you may have against us arising out of or in connection with your participation in a trip.

Any condition or warranty which would otherwise be implied by law into these Booking Conditions (Implied Warranty), is excluded.

To the extent, an Implied Warranty cannot be excluded, our liability in respect of the Implied Warranty is limited to (in our absolute discretion): (i) the provision of a similar trip to an equivalent value; or (ii) a refund of the total amount received by us from you in connection with your booking.

Any claim by you is excluded to the extent that it is for indirect or consequential loss, loss of profits or economic loss, however, it arises, or for indirect, special, punitive, or exemplary damages.

All disputes, claims and litigation regarding services shall first be settled by way of negotiation and mutual understanding involving ourselves and third party suppliers at fault. Prime Travel Vietnam will act as intermediary and mediator between agent/client and third party suppliers and defend the interests of our agent/client. In the event that such negotiation and mutual understanding would fail, the disputes, claim or litigation shall be finally settled by local arbitration in Vietnam.


If as a consequence of “Force Majeure” (as defined below), the Prime Travel Vietnam is obliged to curtail, alter, extend or cancel the tour, the client shall not be at liberty to maintain a claim for compensation or otherwise for any loss arising as a consequence of said curtailment, alteration, extension or cancellation of the tour.

“Force Majeure” means Acts of God, natural disasters, adverse weather conditions, fire or other destruction of any vessel, craft or vehicle to be used in connection with a holiday, destruction or damage to the holiday accommodation, riots, acts of war, civil commotion, the exercise of legislative or government action, municipal or military or other authority, strikes, industrial action, requisition of equipment, mechanical breakdown, shortage of fuel, insolvency or default of any carrier or service connected with the tour, fraud perpetrated against the company.

Participation on any Tour implies full and unconditional acceptance of the above conditions by the Customer.

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