Below are the terms and conditions to which every customer subscribes when making a booking with the V’Spirit Premier Cruise.
The V’Spirit Premier Cruise team ask you to read the following terms and conditions carefully. During the booking process, our booking team will deem you to have read the terms and conditions and your booking with us is deemed an acceptance of the terms and conditions listed below.
Your acceptance of these terms and conditions are in agreement with the V’Spirit Premier Cruise. Terms and conditions are always subject to change, and it is not the responsibility of the V’Spirit Premier Cruise to inform you of any changes in their operation.
When requesting a reservation of our service, a booking enquiry or an email needs to be sent to the V’Spirit Premier Cruise team at:
V’SPIRIT PREMIER CRUISES
Sales Office: No 4, lane 115, Hong Ha Road, Phuc Xa Ward, Ba Dinh District, Hanoi, Vietnam
Tel: + 84 3 247 4488
Once your booking has been secured with a deposit, the V’Spirit Premier Cruise will send you confirmation via email or telephone. Only after this is your reservation validated. Any amendment to your reservation needs to be sent to and confirmed by the V’Spirit Premier Cruise prior to your departure date.
The tour prices listed are valid until 31/12/2019 and are the net price of the tour. All tour prices are quoted as the rate per person in American dollars.
INCLUSION & EXCLUSION
INCLUSIVE IN QUOTED PROGRAM RATES:
A welcome drink upon boarding of the ship.
An air-conditioned cabin with en suite facilities and hot water.
All meals mentioned in the itinerary.
An English-speaking tour guide on and off board.
All entrance and sightseeing fees.
A cooking demonstration.
A tai chi session.
All insurance, taxes and service charges.
EXCLUSIVE IN QUOTED PROGRAM RATES:
Overland return transfer from Hanoi – Lan Ha Bay – Hanoi (In a modern shuttle bus equipped with air-conditioning).
Any drinks, personal expenses or tips for the staff.
Bank fees (incurred by the customer if paying with a credit card).
Any other services not previously mentioned.
DEPOSIT AND BALANCE PAYMENT
During the booking process, the V’Spirit Premier Cruise requires a deposit of between 30 – 50% to confirm your booking. Upon receiving the deposit, we will deem you to have accepted the terms and conditions laid out here. You can pay your remaining balance in cash (USD or VND), or with a credit card (this will incur a bank fee of 3% of the overall price of the tour) during check-in on board.
• For online payments with a credit card, we use OnePay, which is a safe and secured payment gateway for credit cards such as Master Card, Visa, and American Express. If you accept to pay with this method, we will send you a secure payment link upon your booking. This method incurs a 3% bank fee of the overall price of the tour.
• The remaining balance can be paid by cash or credit card in person on board. All credit card transactions will incur a 3% bank fee.
After your deposit is registered and your booking confirmed, you will be sent a service voucher via email.
Changes or amendments to existing bookings shall be treated as the cancellation of your booking and the establishment of a new booking. A percentage of the price of the tour will be charged according to the date of the cancellation and the amount of cabins reserved during your booking.
Cancellation of 1 or 2 Cabins
|More than 7 days prior to check-in||No charge for cancellation|
|From 2 to 7 days prior to check-in||50% of total rate|
|Less than 48 hours prior to check-in||100% of total rate|
|No show||100% of total rate|
Cancellation of 3 or 4 cabins
|More than 10 days prior to check-in||No charge for cancellation|
|From 7 to 10 days prior to check-in||25% of total rate|
|From 2 to 6 days prior to check-in||50% of total rate|
|Less than 48 hours prior to check-in||100% of total rate|
|No show||100% of total rate|
Cancellation of 5 to 11 cabins (chartered boat)
|More than 30 days prior to check-in||No charge for cancellation|
|From 25 to 30 days prior to check-in||50% of total rate|
|From 10 to 24 days priors to check-in||75% of total rate|
|Less than 10 days prior to check-in||100% of total rate|
|No show||100% of total rate|
CANCELLATION BY US
In the event of unavoidable circumstances, the V’Spirit Premier Cruise reserves the right to cancel the cruise and offer reimbursement. If cancelling is due to weather conditions, civil strife, war, terrorism, industrial disputes, natural disasters, or an order from the Vietnamese authorities, then you will get either a refund or an alternative form of compensation if one is available. We will always aim to provide you with compensation of a similar quality and price, but if the compensation offered is a lower quality and worth compared to the V’Spirit Premier Cruise, then we will refund the difference to you.
CANCELLATIONS DUE TO ADVERSE WEATHER CONDITIONS
Cruise Cancellation in Lan Ha Bay
The Lan Ha Bay Management Board, which runs all cruising operations in Lan Ha Bay, will make the final decisions on cruise cancellation due to weather conditions they deem to be extreme enough to warrant cancelling of cruises.
If such adverse weather conditions are in play on the day of your cruise, THE LAN HA BAY MANAGEMENT BOARD HAS UNTIL 3PM TO MAKE THE FINAL DECISION ON CRUISE CANCELLATION. The Lan Ha Bay Management Board also has the right to cancel tours at any time due to safety concerns. Common reasons for cruise cancellation due to adverse weather conditions include tropical storms, low visibility from thick fog, tropical monsoons, cyclones and intense winds. In the event that the Lan Ha Bay Management Board cancels our cruise, the V’Spirit Premier Cruise will inform guests and travel agents at the nearest possible opportunity, providing details of the cancelled trip and offering alternative options.
Cancellation Scenarios and Refund Policy
In the event that our cruise is cancelled before leaving Hanoi
If our cruise is cancelled before we have left Hanoi on the day of departure, then we will provide information about the cancellation to customers and travel agents by phone and email. You will receive a full refund and some advice for alternative options.
In the event that our cruise is cancelled once we have arrived at the harbour
If our cruise is cancelled while we are at the harbour, the V’Spirit Premier Cruise will provide lunch on the boat or at a restaurant in the harbour, followed by the return transfer to Hanoi. The cost of this service will be minimal.
If our cruise is cancelled after we have boarded the boat, the V’Spirit Premier Cruise will provide a daytrip in Lan Ha Bay including lunch before returning you to Hanoi in the evening.
Children below the age of 5 sharing a cabin (limited to 1 child per cabin) with adults paying full price: free of charge (Baby cots are free and subject to availability).
Children from the ages of 5 to 11 sharing a double/twin cabin with 1 adult paying full price or sharing a triple cabin with 2 adults paying full price: 75% of the adult rate.
One child from the age of 5 to 11 staying in a single cabin separate from their parents: 75% of the single cabin rate.
Two children below the age of 12 staying in a double/twin cabin separate from their parents: 75% of the adult rate each
Children from the age of 12 onwards: full price.
In the case of private/charter cruises: Children from the age of 5 and up will be charged full price.
All cancellations made on the part of the customer must be submitted to the V’Spirit Premier Cruise via email. All documentation pertaining to the cruise must be returned to the V’Spirit Premier Cruise before a decision regarding a refund is made. The final decision on all refund requests are to be made by the V’Spirit Premier Cruise.
In the event that our tour is cancelled due to bad weather, customers will receive a refund based on the services provided to the customer before the cancellation.
The refund cannot and does not include the 3% bank fee if the balance was paid with a credit card.
Any unused services or no shows are not eligible for a refund.
Refunds can take up to 15 days to appear in your bank account.
Under Vietnamese law, V’Spirit Cruises is obliged to purchase onboard insurance for all passengers cruising with us. However, the insurance policy only covers basic accidents and we strongly advise customers to purchase personal travel insurance before arriving in Vietnam.
Once the deposit has been received by us, we will issue a service voucher to you via email. This should be printed and kept as a receipt of purchase.
Personal travel documents such as passports, visas, and any health or travel documents are the sole responsibility of the customer and not of the V’Spirit Premier Cruise.
After your booking is confirmed, the V’Spirit Premier Cruise will endeavour to supply services of the highest possible standard, based on those described in the itinerary. We bear no responsibility for problems with booking or services not directly within our control.
The V’Spirit Premier Cruise bears no responsibility for damage or potential loss of any property due to accidents, delays, natural disasters or political actions, except in the case that the property is kept in the locked, in-cabin security box or at the onboard reception desk.
The V’Spirit Premier Cruise bears no responsibility for cases of mental or physical injury, illness, loss or death when such cases were neither the result of physical injury to the passenger nor the result of that passenger having been at no risk of physical injury.
In the event of a dispute between passengers, the V’Spirit Premier Cruise and/or a third party, the law of Vietnam will be applied.
PERSONAL PROPERTY AND BELONGINGS
Our transfer service moves all customers’ luggage from the harbour to the boat before the cruise and back again after the cruise. Any fragile or perishable items such as laptops, travel documents, souvenirs, digital cameras etc. should be kept on your person. The V’Spirit Premier Cruise bears no responsibility for any damage to or loss of items during the transporting of the customers’ luggage.
Any dangerous goods including firearms, ammunition, other weapons or flammables are not permitted on the V’Spirit Premier Cruise.
Passengers may store personal items at the onboard reception desk. Please make sure a member of staff has acknowledged the receipt of these personal items.
Please report any loss or damage of items to the staff of the V’Spirit Premier Cruise. We are very limited in our liability for your possessions but will do what we can to provide assistance.
We report missing items after a cruise has concluded. To aid this process, please give us as much information about the situation so that we can pass it on to the right authorities. Any lost items that have been found are available for collection at our office in Hanoi or can be posted to you, though you will be responsible for the shipping costs. Any items reported missing after you have moved onto your next destination are not the responsibility of the V’Spirit Premier Cruise.
NOTES FOR PASSENGERS
In the case of a cancellation for passengers using a travel agent service, please contact your travel agent for information regarding an alternative service or refund.
In the case that the Lan Ha Bay Management Board orders our boat back to the harbour due to bad weather before the conclusion of our tour, no refund will be given.
The final decision on a cancellation due to bad weather can arrive at any time, due to the unpredictability of weather conditions in Halong Bay. The Lan Ha Bay Management Board endeavours to give cruise companies warnings in sufficient time, but there can still be last minute decisions and itineraries are subject to chance without prior notice.
In the case of a cruise cancellation, the V’Spirit Premier Cruise will only be able to arrange return transportation to Hanoi in the late afternoon.
THANK YOU FOR READING!
The V’Spirit Premier Cruise Management Board