Vietnam Shore Excursions - Terms & Conditions

Health Requirements

Customers should take into account all international travel risks. They have to be responsible for checking the safety and security conditions, vaccination, and other health requirements of the Vietnamese government. Please let us know your health conditions to recommend the most suitable itinerary.

Travel Documentation

Customers must have the sole responsibility to have a valid passport and necessary visas or permits at the commencement of travel. We may help you in applying for the necessary travel documentation upon request. Vietnam Shore Excursions accepts no responsibility or liability whatsoever for the failure of clients to obtain appropriate documentation.

We provide tour information for Vietnam shore excursion bookings. Vietnam Shore Excursions publishes travel information and services gathered from the selected quality hotels, transportations, and tour companies & operators. We will not be responsible for errors or inaccuracies in the information provided by the third-party providers. We will not be responsible for any wrongful or negligent, fraudulent, omissions, changes of itinerary, cancellation or the failure of any equipment operated by those suppliers or any other party bit directly owned or controlled by Vietnam Shore Excursions.

We shall not be liable for any loss, injury, or damage to person or property, alteration of itineraries or cancellation in part or in full, caused by climatic conditions, sea fire, breakdown of machinery or equipment, acts of government or other authorities, wars whether or not declared, civil disturbances, strikes, riots, thefts, epidemics, quarantines, medical or customs regulations, terrorist activities, or any other actions, omissions or conditions beyond our control. Neither Vietnam Shore Excursions nor any of its affiliates or subsidiaries shall be or become liable or responsible for any additional expenses of liability sustained or incurred by the tour member as a result of any of the aforementioned causes. Vietnam Shore Excursions is not responsible for a client’s failure to comply with customs regulations.

Vietnam Shore Excursions is not responsible for the theft or loss of any customer’s valuables or items of personal property due to the negligence of the customer.

Vietnam Shore Excursions reserves the right to substitute hotels, flights, or cruise ships, to alter itineraries, or to cancel the tour prior to departure. If we have canceled any tour prior to the commencement of the tour, we are liable for a full refund of the money received from the client.

Many of our tours include activities which require care and attention such as kayaking, climbing, exploring pristine nature and the unexpected weather conditions… You will receive help and advice from our representatives but all activities are undertaken at your own risk.

Vietnam Shore Excursions and their teams and agents cannot be responsible for any action or event that occurs after it said employees and agents have exercised their duty and taken the necessary care. Vietnam Shore Excursions reserves the right to modify or rescind the terms and conditions in whole, or in part at any time with or without notice.

Vietnam Shore Excursions reserves the right to modify or discontinue service to clients who behave illegally or objectionably toward its employees and agents. Offensive behavior includes behavior which is obscene, racially offensive or of a sexual nature.

Cancellation by passengers

We would deeply regret your decision to cancel your shore excursions; however, we understand that there may be valid reasons for doing so. In the event of cancellation, we will refund any payment made to Vietnam Shore Excursions (less any applicable cancellation fees). Refunds are typically processed within 2 - 4 working weeks after we receive your written cancellation request, depending on internal processing time and public holidays.

The cancellation fee will be calculated as follows:

∎ More than 40 days prior to trip departure: 10% of the deposit paid is non-refundable. This will be saved for your next trip with us. The rest of the deposit paid will be refunded (bank fee levied by your end)

∎ 40 - 30 days prior to trip departure: 35% charged of the deposit paid

∎ 29 - 15 days: 50% charged of the deposit paid

∎ 14 - 10 day: 75% charged of the total booking value

∎ Less than 10 days or No show: 100% charged of the total booking value

After the trip has commenced, we are unable to refund any amount for unused services due to your willingness, early departure, late arrival, or missed days on tours.

Cancellation by cruises (In case of the ship can’t dock/tender due to Force Majeure reasons)

In case the ship is unable to dock at ports or tender can’t discharge passengers, we will refund you lunch and entrance fee (if any). As for the guide and vehicle expenses, we will try our best to negotiate with our service providers to minimize the cancellation charge since we have arranged/sent them to the port to welcome you. We will advise you on specific details if this is the case and get back to you with the refund amount at our soonest possible.

At Shore Excursions Asia (as well as Vietnam Shore Excursions), we understand that returning to the cruise ship on time is of utmost importance. Our tour planning, scheduling, and operations are specifically designed to ensure guests return to the port with a safety buffer of at least 1.5 hours before the ship's scheduled departure. Where reasonably necessary to ensure a timely return to the port, sightseeing duration or the order of visits may be adjusted by our team without prior notice.

1. Our Responsibility

Shore Excursions Asia shall assume responsibility and provide reasonable assistance only if a guest misses the departure of the cruise ship solely and directly as a result of proven negligence or operational failure on the part of Shore Excursions Asia. Such circumstances may include, but are not limited to:

• Significant itinerary delays caused by poor tour management or scheduling by our operations team;
• Failure of the assigned tour guide to properly manage tour timing or return schedules;
• Driver error, including but not limited to taking an incorrect route, unnecessary detours, or unreasonable delays caused by driver negligence;
• Mechanical failure of the tour vehicle resulting from inadequate maintenance where a replacement vehicle cannot be arranged within a reasonable time;
• Other operational errors that are solely attributable to Shore Excursions Asia and directly result in the guest missing the vessel.

2. Covered Expenses & Limitations

In such validated cases, Shore Excursions Asia will reimburse reasonable and necessary costs incurred by the affected guest(s), including:

• Standard transportation to the next scheduled port of call where the cruise can be rejoined;
• Reasonable accommodation expenses if an overnight stay is unavoidable;
• Reasonable meals during the necessary transit period;
• Any applicable visa fees or transportation-related administrative costs directly resulting from the missed departure.

Reimbursement shall be strictly limited to reasonable expenses supported by original receipts and shall not include luxury accommodation, premium transportation, personal shopping expenses, loss of vacation enjoyment, emotional distress, consequential damages, or any other indirect losses.

3. Circumstances Beyond Our Control (Force Majeure)

Shore Excursions Asia shall not be liable for any missed ship, delay, or resulting expenses arising from circumstances beyond our reasonable control. Shore Excursions Asia reserves the right to determine, acting reasonably and in good faith, whether the circumstances giving rise to a missed departure were caused by our operational negligence or by factors beyond our control. These excluded factors include, but are not limited to:

• Heavy or unexpected traffic congestion, road accidents involving third parties, road closures, construction work, or detours imposed by local authorities;
• Severe weather conditions or natural disasters (earthquakes, tsunamis, floods, landslides, volcanic activity, or other force majeure events);
• Civil unrest, public demonstrations, strikes, or government/police restrictions;
• Port congestion, port authorities' decisions, or sudden changes to the cruise ship's docking schedule/all-aboard time made by the cruise line without sufficient prior notice to reasonably adjust the tour schedule;
• Delays caused by customs, immigration, or security inspections;
• Medical emergencies involving any participant or third party during the tour;
• Mechanical failures caused by unforeseeable incidents despite proper vehicle maintenance and operational procedures;
• Acts or omissions of third-party suppliers beyond our direct control. Any associated costs arising from the above circumstances shall remain the sole responsibility of the guest.

4. Guest Responsibilities

Guests share the responsibility for ensuring the tour operates according to schedule. Shore Excursions Asia shall not be held liable if a missed ship results from:

• Guests arriving late at the initial meeting point or returning late to the vehicle after free time;
• Guests requesting additional unscheduled sightseeing, shopping stops, or itinerary modifications;
• Guests separating from the group or failing to follow the tour guide's reasonable instructions regarding departure times;
• Personal medical issues affecting the guest's ability to continue the tour on schedule. Any additional costs arising from these guest-caused delays shall be borne entirely by the guest.

5. Limitation of Liability

Except where strictly required by applicable law, Shore Excursions Asia's total liability arising from a validated missed ship shall be limited strictly to the reasonable, documented expenses described in Section “Covered Expenses & Limitations”. Under no circumstances shall Shore Excursions Asia be liable for:

• Missed flights or onward travel connections following the cruise;
• Loss of cruise vacation time, future travel arrangements, or business opportunities;
• Emotional distress, inconvenience, punitive, consequential, incidental, or special damages of any kind.

6. Duty to Mitigate

Guests agree to cooperate with Shore Excursions Asia in minimizing any losses resulting from a missed ship. Shore Excursions Asia reserves the right to arrange reasonable transportation, accommodation, or other recovery arrangements on behalf of the guest.

Guests shall notify Shore Excursions Asia as soon as reasonably practicable of any circumstances that may give rise to a claim under this policy and shall provide all information and supporting documentation reasonably requested to facilitate the handling of such claim.

Reimbursement may be denied or reduced where guests unreasonably refuse such arrangements or incur unnecessary or excessive expenses without prior consultation with our operations team.

We have a 24/7 support service that customers can contact in the following ways:

- Live Chat
- Fill in Contact Us form
- Fill in Tailor-Made Tours form
- Comment or review on products We will respond within 24 hours from the moment we receive your request. Our working hours (GMT +7): Mon to Fri – 8.30 AM to 5.30 PM and Sat – 8.30 AM to 12.30 PM