Terms & Conditions

Welcome to SAPPHIRE CRUISE (sapphire-cruise.com). Please read these Terms & Conditions carefully. They apply to all our services. By accessing, browsing, making a reservation, or using our services, you acknowledge that you have read, understood, and accepted these terms and conditions as outlined below. Please note that these terms and conditions may be modified at any time, and it is your responsibility to periodically review them for any updates or changes. Your continued use of the site after any modifications constitutes your acceptance of those changes.

1. Rates

Our prices are listed in United States Dollars or Vietnam Dong and may be subject to adjustments. Typically, tour prices are quoted per person unless specified otherwise. We retain the right to revise prices in cases of circumstances beyond our control, which could lead to increased service costs. Price guarantees apply only upon full payment.

2. Booking

Bookings can be made online through our website or in person at our office. Our contact details are as follows:

Sapphire Cruise Team – Ha Thanh Travelmate CO. LTD

• Address: 5th Floor – 41 Luong Van Can st., Hoan Kiem, Hanoi, Vietnam
• Tel: +84 911 029 055
• Email: sales@sapphire-cruise.com
• Website: https://sapphire-cruise.com/

3. Payments/Deposits

To ensure our services, we always require our customers to make full payment for the services they choose to book with us. In certain special cases (such as package tours, large group tours, etc.), we may accept a deposit of 30% – 50% of the total amount. You will need to settle the remaining amount no later than 2 days prior to your departure date.

We accept various payment methods, but we strongly encourage our customers to make direct payments on our website. When you successfully complete a payment on our website, your booking will be instantly updated in our system, and our system will automatically send you and the designated booking personnel an email. This ensures that your booking receives the best care from us.

Furthermore, all bookings made on our website are processed through OnePAY, Vietnam’s leading international payment gateway. This guarantees the security of your payment and allows us to easily issue refunds in case of any unforeseen issues.

Additionally, although not encouraged, we also accept some alternative payment methods as follows:

• Credit Card: Through POS machine when we meet directly in Hanoi.
• Bank Transfer: You can pay through bank transfer. For our bank account details, please contact us for more details.
• Cash: You can pay by cash at our office in Hanoi or at your hotel. With this payment method, we only accept payment in USD or VND.

NOTE:

• Transferring money from Vietnam to another country can be challenging. For all payment methods not processed through the OnePAY gateway, we may encounter difficulties in processing refunds for you in certain special cases.
• Additional fees may apply if you choose to pay by credit card. Your bank/card issuer or other payment service providers may impose processing fees or currency conversion fees unrelated to our company.

4. Final Payment

Final payment should be made after you arrive Hanoi. Payment by cash or credit cards both are accepted.

5. Cancellations & Refund of Unused services

Our cancellation policy is clearly outlined within each tour or itinerary under the “POLICIES & OTHER INFORMATION” tab. If you do not see the “POLICIES & OTHER INFORMATION” tab in any tour or itinerary, the following general cancellation policy will apply:

Cancellation by customer will be charged as follows:

• More than 30 days before arrival: 0% of total tour price.
• Within 15 days to 30 days before arrival: 10% of total tour price.
• Within 7 days to 15 days before starting time: 50% of total tour price.
• Within 2 days to 7 days before starting time: 75% of total tour price.
• Within 2 days before starting time: 100% of total tour price.

In the event of cancellation by the provider due to circumstances beyond our control, such as government restrictions, weather conditions, or natural disasters:

• Customers will receive a refund based on specific conditions. If the tour has not yet commenced, you will receive a full refund. If the tour is already in progress, a partial refund will be issued, depending on the services you have used or those that could not be completed.
• No refunds or exchanges will be offered for accommodations, meals, tours, transportation, or any other services included in the tour price but not utilized by tour members.

NOTE: All our cancellation policies, clearly described on our website, can be adjusted in favor of the customers if they provide early notice. We always strive to ensure the maximum possible benefits for our customers in any case of tour cancellation.

6. Special Requests

Please let us know at the time of booking if you have any special requests or specific needs by entering the details in the “Special Requests” section on the Booking page. This could include requests for accessibility, specific dietary requirements, or ground-floor accommodations, for example. While we will make every effort to accommodate your requests, we cannot guarantee that we can fulfill all needs.

7. Liability and Insurance

We are not responsible for any loss, injury or damage sustained by passengers incurred due to delay, accidents, natural disaster, political actions and unrest must be borne by passengers. Passengers are required to have full travel insurance. Airline schedules and local conditions may be affect accommodation and itineraries. Should this occur, will endeavor to substitute suitable arrangement of similar value. Participation on any tour implies full agreement to above conditions by all parties involved.

8. Confirmation

All confirmations are typically sent via email. If immediate confirmation is not possible, we will provide you with the booking status when you make the reservation.

NOTE: You will receive an automated email from us right after you successfully make payment on our website. Please understand that this email is a notification of your booking status, not a confirmation of the services you’ve booked. One of our staff members, responsible for your booking, will respond within 1 business day.

9. Photography

During our tours, we may capture photos for promotional purposes. If you don’t want us to use your photo or video, please let our tour guide know at the beginning of your tour; otherwise, we’ll assume you’re okay with it.

10. Intellectual Property Rights

The content and materials found on sapphire-cruise.com, including text, graphics, logos, images, and software, are either owned by or licensed to sapphire-cruise.com and are protected by copyright and other intellectual property laws. You are not allowed to copy, modify, distribute, publish, transmit, sell, create derivative works, or exploit any part of the website without obtaining our prior written consent.

11. Termination of Use

We retain the right to terminate or suspend your access to the website, either in whole or in part, at any time and without prior notice. This can be done for any reason, including but not limited to a violation of these Terms & Conditions or any unauthorized or illegal use of the website.

12. Governing Law

These Terms & Conditions are subject to and shall be interpreted in accordance with the laws of Vietnam. Any disputes arising from or related to these Terms & Conditions will be exclusively resolved by the courts of Vietnam.

13. Severability

If any part of these Terms & Conditions is considered invalid or unenforceable, the remaining provisions will remain in full force and effect.

14. Waiver

Our failure to enforce any right or provision under these Terms & Conditions does not constitute a waiver of that right or provision.

15. Entire Agreement

These Terms & Conditions constitute the entire agreement between you and sapphire-cruise.com regarding your use of the website and our offered services.

By utilizing our website and making reservations, you agree to abide by these Terms & Conditions. It is your responsibility to periodically review these Terms & Conditions for any updates or changes. If you do not agree with these Terms & Conditions, please refrain from using our website or booking with us.