Terms & Policies

This page sets out the general terms that apply to services provided by YES Tourist Services Company Limited (YESTOURS). For any specific group, the service contract signed between the two parties is the governing document; where the two differ, the contract prevails.

1. Booking and confirmation

The programmes published on this website are sample itineraries. They are not a commitment to a particular departure date or a particular supplier. A booking is complete when both parties have agreed in writing on the itinerary, group size, service standard and costs, and you have made the payment agreed at the time the contract is signed.

We reconfirm hotel, flight and entrance availability before treating a booking as firm. If a service is unavailable we will tell you and propose an equivalent alternative.

2. Payment

Deposit levels, payment milestones and accepted payment methods are set out in each group’s contract, and vary with the route, the season and our suppliers’ own requirements. We charge nothing beyond what is stated in the contract and its annexes.

3. Changes to the programme

You may ask to change the departure date, the number of travellers or the content of the programme. Whether we can accommodate it depends on the policies of airlines, hotels and other suppliers at the time you ask. Any resulting cost is confirmed to you in writing before anything is changed, so the decision stays yours.

We may also have to adjust an itinerary for reasons outside our control: severe weather, natural disaster, a site closing temporarily, a schedule change by an airline, or an instruction from the authorities. In those cases we will tell you as early as we can and substitute an equivalent service, with the group’s safety taking priority.

4. Cancellation

You may cancel. Cancellation charges are calculated from the date we receive your notice relative to the departure date, and from the policies of the suppliers already booked for your group, as agreed at the time the contract is signed. The specific cancellation schedule is always written into the contract before you sign it; we do not apply any charge that is not in that document.

If YESTOURS has to cancel a tour for reasons on our side, you receive a full refund of everything you have paid, or a transfer to another programme, whichever you prefer.

For tours involving a visa, fees already paid to a consulate are not recoverable once an application has been lodged, including where the result is a refusal.

5. Your responsibilities

• Give us personal details that match the passport or identity document you will travel on.
• Make sure your passport, visa and any entry documents are valid for the country you are visiting.
• Follow local law and the rules of hotels, transport operators and the sites you visit.
• Tell us in advance about medical conditions, food allergies or any need for assistance so we can plan around them.

We are not liable where a traveller is refused entry or exit because documents are not in order or because of a decision by the authorities.

6. Insurance

Our programmes include travel insurance as required by regulation. Coverage limits and exclusions are those of the insurer’s policy. You are free to buy additional cover, and we recommend it for overseas routes and for any programme involving water sports.

7. Personal data

We collect personal data — name, date of birth, passport number, contact details — solely in order to book services, complete immigration formalities, apply for visas and stay in touch with you during the trip.

That data is shared only with the parties directly serving your trip: airlines, hotels, ground operators at the destination, the insurer and consular authorities. We do not sell, trade or rent customer data to third parties for marketing.

Records are kept for as long as our accounting and legal obligations require, and destroyed afterwards. You may ask to see, correct or delete your personal data at any time by contacting us.

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8. Complaints

If something goes wrong during the trip, please tell your guide or our office straight away so we can deal with it there and then — most problems are best solved while the group is still travelling. Complaints after the trip should be sent in writing within 30 days of the programme ending; we respond within 15 working days of receiving them.

9. Validity

These terms may be updated. The version that applies to your group is the one in force when the contract is signed. Any dispute that cannot be settled between the parties will be resolved under the law of Vietnam.