1) Your Holiday Contract
Please read these terms and conditions carefully as they set out the basis upon which TIIM TRAVEL CO., LTD. (“TiiM”, “we”, “us”, “our”) will accept bookings. Your contract is with TIIM TRAVEL CO., LTD. We are registered in Vietnam under business license number 0312032800 with our head office at 19th floor, Indochina Park Tower, 4 Nguyen Dinh Chieu street, Dakao Ward, District 1, Ho Chi Minh City, and branch at 2nd floor, Vinaconex Tower, 47 Dien Bien Phu street, Dakao Ward, District 1, Ho Chi Minh City. When you make a booking you guarantee that you have the authority to accept, and do accept, on behalf of your party the terms of these booking terms and conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the basis of these booking terms and conditions, which are governed by Vietnam law, and the jurisdiction of the Ho Chi Minh courts. We will only accept bookings if the lead name of the booking is over 18 years of age. Written consent from parent / legal guardian is required for any travelers under the age of 18 who are travelling without their parents or legal guardians. We reserve the right to amend our booking conditions.
2) Service quality
The travel industry in Indochina region is still in its infancy. While the freshness and novelty of tourism in these countries is part of the appeal to many visitors, others might see things differently. It is important to recognize that the level of service and standards in some areas, while improving, is not yet comparable to service standards in more mature travel destinations.
However, one of our utmost values is to provide the best services, we are committed to provide what we offer in the itinerary. It would be our great honor if our utmost efforts could be highly appreciated by our travelers.
If you are prevented from utilizing your tour and/or accommodation or any other service we book for you, as a result of your behavior, or you appear to be unfit for travel or likely to cause disturbances or discomfort to other persons whether due to alcohol consumption, misuse of drugs or general misbehavior our responsibility for your journey/accommodation ceases and you will be deemed to have cancelled your arrangements. Full cancellation charges will apply (if applicable) and any extra costs incurred in making alternative arrangements will be payable by you.
When travelling you must abide by and comply with the authority and reasonable directions of the tour leader or representative at all times. The decision of the tour leader or representative will be final on matters regarding group dynamics, and individual and group safety and well-being at all times.
If a tour leader or representative takes the view that you are unable to meet any minimum health and fitness levels required the tour leader or representative may, in his/her sole reasonable discretion, prevent you from further participation in your holiday. Additionally, should you fail to comply with a reasonable decision or direction of the tour leader or representative, interfere with the wellbeing of the group, fail to respect the rights or beliefs of your fellow travelers, or commit an illegal, obscene or otherwise inappropriate act while on journey, the tour leader may in his/her reasonable discretion prevent your further participation in the journey. In such instances, we will use our reasonable efforts to assist with onward travel arrangements for the relevant traveler. No refund will be given for any unused portion of the journey in these circumstances.
For the avoidance of doubt, we will have no further obligation to assist you with alternative arrangements.
Furthermore, our liability towards you will cease in the event that you or your party causes any damage, disturbance, discomfort for any reason, whilst staying in your resort. This may also lead to your eviction from the accommodation.
4) Travel Documents
Travel documents will be issued after final payment has been received and are normally sent 14 days prior to departure. Travel documents are not transferrable. All airline tickets must be issued in the name of the passport holder and some carriers will deny carriage if the name varies and the booking may be cancelled. It is your responsibility to check all travel documents prior to travel.
5) Travel Insurance
It is a condition of travel on our holidays that all travelers are adequately covered by travel insurance prior to departure. Insurance should cover personal accident and medical expenses, evacuation and repatriation, baggage loss, and cancellation or curtailment of holiday. Your insurance details must be supplied to us at the time of booking. If you fail to provide the requested insurance information prior to travel as well as on arrival in Asia during registration, we reserve the right, acting in our sole discretion, to cancel bookings and apply charges as per our cancellation policy. In some cases, a pre-existing medical condition may not be covered by your travel insurance company. In this instance, a signed indemnity is required stating that you will be financially responsible for any costs associated with treatment of your pre-existing medical condition.
6) Medical Issue
You must advise TiiM in writing, at or prior to booking, of any physical, emotional or mental condition which
a/ May affect your ability to fully participate in the trip;
b/ May require professional attention during the trip; or
c/ May require the use of special equipment.
If any such condition arises after the trip is booked, you must advise TiiM in writing immediately.
TiiM reserves the right to decline or cancel your reservation, or to remove you from a trip in progress, if we reasonably determine your condition would adversely affect the health, safety, or enjoyment of you or of other participants. If TiiM removes you from a trip in progress pursuant to this paragraph, you will not be entitled to any refund and TiiM shall have no further liability.
Most trips are not wheelchair-accessible. If your trip is wheelchair-accessible and you require a wheelchair, you must provide your own small and collapsible wheelchair.
If you are unable to travel without assistance, you must be accompanied by an able companion.
If you have a condition which requires special equipment or treatment, you must bring and be responsible for all necessary items related to your condition.
TiiM cannot accommodate women past their sixth month of pregnancy and cannot accommodate service animals.
If you have a condition as contemplated herein, you travel at your own risk. TiiM is not liable for any injuries or damages you may suffer relating to such a condition, including without limitation loss of special equipment, lack of assistance with or accommodation of special needs, and unavailability of medical assistance or treatment.
TiiM is not responsible for the costs of any medical treatment you may require during the trip. Under no circumstances is TiiM responsible for the quality of medical care, or lack thereof, you may receive while on the trip.
7) Passports, Visa and Immigration Requirements
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Your passport should have a minimum of 6 months validity from the date of travel.
During your holiday we may photograph, film or video (which includes all methods of capturing, storing and processing the resulting images whether in material or immaterial form) scenes which may include you and/or your party. This is particularly relevant if you have booked a wedding with us which includes photographs/video(s) of the occasion.
When making your booking you agree on behalf of all members of your party that any photograph(s) or video(s) taken or arranged to be taken by us may be utilized by TiiM for our reproduction in any publication, presentation or sales communication (including email or any other electronic communication) or campaign without limitation and to the extent necessary you license us to utilize any such images in whole or in part for any and all such or related purposes.
We cannot be held responsible for any photographic inaccuracies and advise that a wide number of photographs are of generic images from stock library sources. These have been included for design purposes only.
TiiM respect your privacy of personal information that we collect and we are committed to manage that information to ensure it is kept private and secure in a responsible manner. We ensure to the extent possible that our agents and service providers are aware of our and their respective obligations.
We will only collect and hold personal information that is necessary for us to have to attend to your travel and related needs. This will include such information as your name, age, address, contact details, gender, employment, credit card details and other relevant information. If making a booking with us, additional information will be required for operational reasons.
We will collect the personal information directly from you.
Where practical, you will be advised of the purpose for which we are collecting the information.
9.2) Use and Disclosure of Personal Information
We only use the personal information collected principally for the purpose of assisting you in your travel related matters. The information you give helps us provide you with personalized service. When you supply information about yourself for specific purposes, we use the information for that purpose only.
TiiM may disclose personal information to other members within the company where necessary to fulfill our purposes.
We may also disclose your personal information to third parties (contractors to whom we contract out certain services) for the purpose for which the information was collected.
For example, we currently engage third party contractors to:
• Provide transport, including flights
• Organize and operate tours
In these situations we prohibit the third party contractor from using personal information about you except for the specific purpose for which we supply it.
Other than the above we will not disclose your personal information without your consent unless disclosure is either necessary to prevent a threat to life or health, authorized or required by law, reasonably necessary to enforce the law or necessary to investigate a suspected unlawful activity.
9.3) Data Security
Your personal information is held securely and we take steps to protect it from misuse and loss, and from unauthorized access, modification or disclosure. Some of these steps include:
• Physical access controls to the information where information is kept.
• Computer and network security including password and other electronic protection.
• Our employees and data processors are obliged to respect the confidentiality of personal information we hold.
• Training of staff on information handling processes.
• Secure off-site storage and audited disaster recovery practices.
We only retain information that is necessary and relevant to our operations. We retain most information relating to you for at least seven years in order to meet legal and business requirements. Once information is no longer required, we arrange for it to be destroyed in a secure manner.
Our operational and legal obligations will generally require that you identify yourself to us in order for us to provide you with travel services.
10) Your Holiday Price and Payment Information
Prices are quoted in US dollar and are valid for travel for the date ranges shown for each journey.
‘From’ prices represent tour only low season twin share prices (unless otherwise clearly stated).
Unless otherwise stated, prices include all government levies and airport taxes as at the date of publication. We will use our reasonable efforts to ensure the prices do not change but we may be required to impose surcharges depending on currency fluctuations, changes in government legislation, air prices, fuel surcharges or other variables outside our control. You acknowledge and agree that you shall be responsible for the prompt payment of all surcharges and price increases. In order to minimize exposure to surcharges we recommend you pay in full as early as possible.
Please be sure to confirm details of journey arrangements at the time of booking.
We reserve the right to alter the prices of any of the holidays shown in our brochures and on our website. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.
10.1) Deposit and Full Payment
For all bookings made 46 days or more from scheduled departure date, a minimum non-refundable deposit of 300 USD per person or 20% of total holiday cost, whichever is greater, is required to confirm your arrangements and due within 5 days after issuance of an invoice.
Full payment is due and payable to TiiM 45 days prior to the scheduled date of the first service provided by us and will be notified to you in your confirmation invoice.
Bookings made within 35 days of scheduled departure require full payment on request.
Payment for domestic flights and regional flights in Asia must be received within 3 days of booking to avoid automatic cancellation. All bookings are subject to availability at time of booking.
Prices are not guaranteed until payment has been made in full and documents have been processed and issued to you. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit.
All bookings are subject to availability at time of booking.
Our receiving your deposit and sending the confirmation to you is deemed evidence that you have read and accepted these Terms and Conditions.
Changes in transportation costs, including the cost of fuel dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure.
10.3) Our fees and charges
We reserve the right to pass on credit card charges for balance payments made by credit card. The credit card fee will be notified to you prior to payment of your final balance. We aim to keep these charges to a minimum and in accordance with the amounts charged by the credit card companies to us. No credit card charges will be added to deposit payments or in respect of debit card payments.
10.4) Child policy
Child above 12 Price as adult. Stay with bed as adult.
Child from 3-11 Stay with bed: 90% adult price
Child from 3-11 Share existing bed: 50% adult price
Child under 2 Sharing existing bed: Free of charge
11) Booking Amendments
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in anyway, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent.
Permitted amendments include, without limitation, changes to accommodation or travel arrangements. Name changes are not permitted as many suppliers deem a name change to constitute a cancellation and re-booking.
The charges applicable in respect of any amendments requested are detailed below. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Please note that certain travel arrangements e.g. schedule tickets, may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
One FREE amendment is permitted for bookings more than 45 days prior to departure, PROVIDED the selected tour is not full. Thereafter the charges below will apply. However, if a selected tour is full upon payment of a deposit, the amendment charges will apply from the outset.
Period before departure in which you notify us:
+ More than 45 days prior to scheduled date of departure and provided the number of passengers on the booked tour is not full: Amendment Charge 150 usd per person
+ 30 - 45 days prior to scheduled date of first service: Amendment Charge 300 usd per person
+ Within 30 days prior to scheduled date of first service: Standard cancellation fees will apply and full price will apply to new travel arrangements.
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows:
Period before departure in which you notify us
Period before departure in which you notify us:
+ More than 45 days before the departure and/or scheduled date of first service provided by us: Cancellation Charge: Deposit only
+ Between 30 - 45 days before the departure and/or scheduled date of first service provided by us: Cancellation Charge: 50% of the total holiday costs
+ Within 29 days of before the departure and/or scheduled date of first service provided by us: Cancellation Charge: 100% of the total holiday costs
Please Note: Cancellation of air, cruising and rail arrangements will be subject to fees charged in accordance with the type of airfare, cruise or rail tariff regulations, over which we have no control.
Please note if the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
13) No-show or un-used services
If you are no-show, or if you cancel your journey after departure date, or if you leave a journey that is in progress, you will not receive any refund for any unused portion of your journey.
Services unused or cancelled for any reason are not refundable.
14) Airfares: Cancellations and Amendments
Prices do not include airfares from or to your departing destination, unless specified.
All flight bookings are subject to the carrier’s conditions of carriage.
If you are arranging your own air travel, it is your responsibility to carefully read and understand the terms and conditions that relate to your airfare and contact the relevant airline if you require further information.
Cancellation and refund policies associated with airfares vary according to airfare terms and conditions and the relevant airline.
If you book your airfare directly with TiiM, we will advise you at the time of booking if the terms and conditions of that airfare override our normal published booking conditions.
It is your responsibility to check your airline luggage allowance and adhere to airline and airport security restrictions.
15) Alteration to Travel Arrangements
Every effort will be made to provide these vacations exactly as described, booked and invoiced. TiiM reserves the right to alter or cancel travel arrangements at any time where we are in force. TiiM will then provide, wherever possible, similar travel arrangements. If the arrangements provided are of higher standard, there will be an extra charge to you.
In the case of a supplier failing to supply travel arrangements as reserved, either shortly before or on arrival, TiiM will make every effort to provide alternative arrangements on the above basis, but shall not otherwise be liable to compensate you where such failure on the part of the supplier to provide travel arrangements is beyond our control.
We strive to ensure your arrangements are delivered smoothly, however there are times when problems arise on the ground. You should first try to resolve service problems with tour leader and/or tour operator and/or sales staff. If the problem cannot be resolved you should contact the operations hotline provided in your detailed itinerary. If you fail to take these steps you may be affecting your recourse for a future claim. If a problem is not resolved during your journey you should send us written correspondence detailing the nature of your complaint as well as the efforts you went to resolve the problem while on the trip. Please send this correspondence to our email address firstname.lastname@example.org with supporting documentation, within 07 days of the date of service problem occurred. We will not consider claims made after this period.
17) More conditions for Small Group Tours
Our Small Group Tour require you to complete and return a signed pre-tour registration form prior to booking. This form will be supplied to you by your Travel Agent or TiiM consultant. This form must include your travel insurance information, please note that no booking can be confirmed without this form.
17.1) Minimum Health and Fitness Levels
TiiM may require a doctor’s certificate prior to confirmation for each traveler that is over 70 years of age or has a pre-existing medical condition. Please carefully consider the grading and choose a Small Group Tour appropriate for your level of health and fitness.
You must disclose pre-existing medical conditions and be able to perform the activities outlined in the ‘Statement of Fitness’ section of the booking form. TiiM will not accept any liability where you fail to disclose a pre-existing medical condition that could affect your ability to travel or participate in a Small Group Tour which you choose to book.
Final confirmation of a booking is subject to receipt of complete and accurate information about your fitness.
If you are concerned about your physical ability to undertake a Small Group Tours, we can arrange a tailor-made itinerary for independent travel as an alternative to a Small Group Tour.
17.2) Maximum Group Size
In order to ensure you obtain the best possible experience from our Small Group Tour we impose maximum numbers on the size of each group. The maximum group size for our Small Group Tour is 16.
17.3) Merging Classic and Deluxe Small Group Tours
From time to time, we may make a decision to merge a classic and deluxe Small Group Tour that follows the same itinerary on the same departure date. This will be done at times when group size, hotel location and logistical issues allow this to be done with no negative impact on your holiday. At no times will a merged tour exceed the maximum passenger number for that destination.
17.4) Single Travelers and “Willing to Share”
Single travelers may avoid paying a single supplement by electing to travel on a “Willing to Share” room basis on our Small Group Tour. If we are unable to match a “Willing to Share” traveler with another of the same gender, we will confirm a single room at the twin share price. We advise travelers requiring a single room to book and pay the single supplement. When sharing a hotel room with another “Willing to share” non-smoker, you must not smoke in the hotel room. We will use our reasonable efforts to match non-smokers and travelers of approximately the same age, but this not always possible and we cannot guarantee it. The “Willing to Share” option is not available on Gold Options or for travelers under the age of 18. The “Willing to Share” option is subject to availability for booking requests received outside 45 days of scheduled departure date. Once a “Willing to share” option is confirmed, full amendment or cancellation fees will apply if the booking is changed to a single supplement within 45 days prior to departure.
17.5) Shared Rooms and Facilities
On all overnight train trips and homestays all travelers will be in shared compartments, even if a single supplement has been paid. This is because of cabin/room design.
17.6) Families and Children
Our Small Group Tours are open to people 12 years of age and over. As travelers under 18 cannot participate in the journey on a “Willing to Share” basis, such travelers will need to either share a room with a parent or another family member, or pay the single supplement. Children aged 12 to 17 (inclusive) must pay the adult price. Triple sharing is usually possible, but must be requested at the time of booking. In cases where separate rooms are booked, we will request, but cannot guarantee, interconnecting or adjacent rooms.
17.7) Triple Share
It is not possible to guarantee triple share rooms on Small Group Tours. This is because many hotels either do not have triple-bed rooms, or have fold-way beds only, which often make for a cramped room. Travelers can request a triple room at the time of booking, however, the booking will be confirmed as double/twin plus a “Willing to Share”. During the journey, a triple share may be provided wherever possible, but usually a double/twin room plus a “Willing to share” room will be provided. There are no reductions in price for triple shares.
18) TiiM contact details
All correspondences should be addressed to:
TIIM TRAVEL CO., LTD.
Address: 2nd floor, Vinaconex Tower, 47 Dien Bien Phu str., Dakao Ward, District 1, Ho Chi Minh City, Vietnam
Tel: +84-28-3911 2286
Operational hotline: +84-9-3418-6966
Business Hours: (Vietnam time, GMT+7)
Monday to Friday, 09:00am to 16:00pm