Terms & Conditions


Terms and Conditions:
Part 1: Terms and Conditions for "Attraction Ticket Booking"
Part 2: Terms and Conditions for "Hotel Voucher Booking"
Part 3: Terms and Conditions for "Visa Booking"
Part 4: Terms and Conditions for "Airport Transfer Booking"
Part 5: Terms and Conditions for "Tour Package Booking"
 
In these Terms and Conditions “WE, OUR, US” refers to www.tiimtravel.com operated by TIIM GROUP CO., LTD.
 
YOUR SERVICE CONTRACT
 
Please read these terms and conditions carefully as they set out the basis upon which TIIM GROUP CO., LTD. (“Tiim® Travel Visa”, “we”, “us”, “our”) will accept bookings. Your contract is with TIIM GROUP 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 1st floor, 487-489 Dien Bien Phu street, Ward 3, District 3, Ho Chi Minh City, Vietnam. Our International tour operator licence number 79944/TCDL-GPLHQT issued by Vietnam National Administration of Tourism.
 
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.
 
ACCEPTANCE OF TERMS 
 
You agree that you will not use the Website for illegal purposes, and will respect all applicable laws and regulations.
 
You agree not to use the website in a way that may impair the performance, corrupt the content or otherwise reduce the overall functionality of the Website.
 
You agree not to compromise the security of the Website or attempt to gain access to secured areas or sensitive information.
 
You agree to be fully responsible for any claim, expense, liability, losses, costs including legal fees incurred by us arising from any infringement of the terms and conditions set out in this agreement.
 
If you object to any of the terms and conditions set out in this agreement you should not use any of the products or services on the Website.


PART 1: TERMS AND CONDITIONS FOR "ATTRACTION TICKET BOOKING"


We are a ticket agent. That means our obligations to you are to provide you with a ticket to enable entry to the attraction detailed on your confirmation. 

1. Prices and descriptions

All details and descriptions featured on our website are for guidance only. The images used on our website to illustrate the experiences, particularly those that take place at more than one location, are used as an indication only. Please be aware that the vehicles, craft, machines, animals and settings at each venue may vary. We endeavour to ensure that all the information and prices on our website are accurate. However, occasionally technical errors occur, and we reserve the right to correct prices and other details in such circumstances even after a confirmation email has been sent.

2. Payment and Confirmation

When ordering tickets online, full payment is required at the time of order. Upon receipt of full payment, we will issue a confirmation with QR code to check in for service via email. It is your responsibility to check your ticket order confirmation email and to urgently advise us if there are any errors or omissions. Your rights may be affected in relation to any matter arising as a result of such error or omission if you fail to do so. 

3. Insurance

It is a condition of our agreement that you are covered by adequate travel insurance for the trip on which you use your tickets. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues including COVID-19, and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available.
 
4. If you change or cancel your booking

We will try to assist in the event that you need to change or cancel your confirmed ticket order, but we cannot guarantee that the ticket terms or supplier will allow such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the ticket and may be subject to charges.
If you need to make a change to or cancel your confirmed ticket order, and the terms of the tickets you have booked allow, you should contact us via email travel@tiimtravel.com. 

5. Changes and cancellations by us or the supplier

On occasion, it may be necessary for the supplier to amend certain tickets or to cancel them. We reserve the right to amend or cancel tickets on behalf of a ticket supplier at any time. A supplier might change also the ticket entitlements, ticket validity or ticket price. In this situation, customers who have paid in full and already received their tickets will not usually be affected by such a change. Very rarely, after your tickets have been activated, the supplier of your service may be forced by Force Majeure to change or cancel part or all of your tickets or close a park, attraction or experience. If this does happen then we regret that neither we nor your supplier(s) will be able to provide any refunds, pay you any compensation or meet any losses or expenses you incur as a result.

6. Force Majeure

Except where otherwise expressly stated in these order conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include but are not limited to war, the threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, pandemics, epidemics, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, adverse weather conditions, the act of any government or other national or local authority and all similar events outside our or the supplier(s) concerned’s control. 

7. If you have a complaint or problem

Any complaints or problems relating to the order and supply of any ticket must be reported to us in writing immediately. Please address all emails to travel@tiimtravel.com. We will acknowledge all complaints within 03 working days. Sometimes we need to investigate issues raised with 3rd party suppliers which may take time to do so. We do however aim to respond in full within 14 days. If for any reason we are unable to respond within that time, we will endeavour to notify you as soon as possible. If you fail to follow these procedures there will be less opportunity for us and/ or the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.

8. Disabled Clients

We must be advised at the time of the order of any disability and special requirements so that we may notify the supplier concerned. Special facilities can be requested but may not be guaranteed. Acting reasonably, if suppliers are unable to properly accommodate the needs of the person(s) concerned, we may refuse to confirm your ticket order or if you did not give us full details at the time of order, cancel it and impose applicable cancellation charges when we or they become aware of these details.

9. Special Requests

If you have any special request, you must advise us in writing at the time of order. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met unless any supplier has specifically confirmed this. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation letter or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.

10. Covid-19: Limitation of liability

We both acknowledge the COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities. Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you, in the following circumstances:
• If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time.
• You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday or that portion of the holiday.

An inherent risk of exposure to COVID-19 exists in any public place where people are present. By visiting an attraction or joining a tour or activity, you voluntarily assume all risks related to exposure to COVID-19.

You also acknowledge that the suppliers providing your services will need to comply with national and/or local guidelines and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as the use of face-masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the experience and all measures will be taken with the purpose of securing your safety and those around you.
 
Enjoy your holidays in Vietnam!


PART 2: TERMS AND CONDITIONS FOR "ATTRACTION TICKET BOOKING"

We are a travel agent who sells accommodation vouchers. That means our obligations to you are to provide you with a booking to enable check in to the hotel/resort detailed on your confirmation. You must be 18 years old at the time of booking and possess the legal capacity and authority to act and travel as the lead name on the booking. We will only deal with the lead name on the booking in all correspondence.

1. Payment and Confirmation
 
When ordering tickets online, full payment is required at the time of order. Upon receipt of full payment, we will issue a confirmation with QR code to check in for service via email. It is your responsibility to check your ticket order confirmation email and to urgently advise us if there are any errors or omissions. Your rights may be affected in relation to any matter arising as a result of such error or omission if you fail to do so. 
 
2. Terms and Conditions by Hotel/Resort

When rendering our voucher, the information of terms and conditions that we disclose is based on the information provided to us by Hotel/Resort. Please read carefully the terms and conditions provided in the description, including but not limited to: Inclusion, applicable period, booking policy, surcharge policy, change policy, cancellation policy.

3. Insurance

It is a condition of our agreement that you are covered by adequate travel insurance for your hotel package. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues including COVID-19, and repatriation in the event of accident or illness. Details of a policy suitable to cover your hotel package are available by contacting insurango.com. If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available.

4. Special requests

Special requests relating to your hotel package must be advised to us in writing at the time of booking. Whilst we will try to meet or arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. Special requests that have been noted on your confirmation or any other documentation do not amount to a promise to meet that request. A failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed.

5. Disabilities and medical problems

We will give you information about whether the hotel package you have chosen is generally suitable for persons with reduced mobility but if you or any member of your party has any precise medical problem or disability which may affect your chosen package, please provide us with full details before we issue our confirmation. We will only provide precise information on the suitability of the package taking into account your needs if you specifically request us to do so. Acting reasonably, if we are unable to properly accommodate your needs, we will not confirm your booking and/or if you did not give us full details at the time of booking, we will treat it as cancelled by you when we become aware of these details.
 
 
Enjoy your holidays in Vietnam!



PART 3: TERMS AND CONDITIONS FOR "VISA BOOKING"


1. DEFINITIONS
 
Valid passport: Passports used to apply for the online visa process must be valid at least 06 months beyond the registered date of arrival. Applicants are fully responsible for checking this passport validity before using it to apply for Vietnam online visa process. If passports are less than 06 months’ validity counting from date of arrival, it must be renewed before apply.
 
Personal details on original passport: The personal information shown on the main page (with picture of applicant). Applicants are fully responsible for providing their ENGLISH DETAILS when applying for Vietnam online visa process. Special characters/letters in their own languages will not be accepted on the system for visa process. Only ENGLISH FULL NAME at the bottom line of passport main page is accepted to use for the visa process. Please convert the applicant’s passport details all into ENGLISH when applying for Vietnam visa.
 
Date format on website online application submission section: dd/mm/yy – 20/06/2020
 
Time Zone: Hanoi standard time GMT+7
 
Available working days for visa process: All week days from MONDAY to FRIDAY – excluding SATURDAY and SUNDAY, and public national / international holidays.
 
Available working hours for visa process: From 8.30 AM to 15.30 PM – Vietnam timezone on every working days.
 
Single entry: Enter Vietnam only 1 time and exit Vietnam only 1 time.
 
Multiple entries means you are allowed to enter and exit Vietnam multiple times within a given period of time (1 month or 3 months). For example: 3 month multiple entry visa means you are allowed to enter and exit Vietnam multiple times from the approved date plus 3 calendar consecutive months.
 
2. MODIFICATION
 
Tiim® Travel Visa reserves the right to change any part of this agreement without notice and your use of the website will be deemed as acceptance of this agreement. We advise users to regularly check the Terms and Conditions of this agreement.
 
We have completed discretion to modify or remove any part of this site without warning or liability arising from such action.
 
3. CANCELLATIONS AND REFUNDS
 
Your visa application will be auto-processed with all information you provided. Therefore, your application fee is non-refundable, non-changeable after submission.
 
4. INFORMATION PROVIDED IN THE APPLICATION
 
It is imperative that you provide us with all the correct information required for your requested visa at the time of your intended departure. Tiim® Travel Visa shall not be responsible for any visa granted incorrectly or refused entry due to incorrect visa information and any losses incurred. Though every effort will be made on our part to correct any visa issues prior to departure, no refund will be given by us in the event of false or incorrect information being supplied at the time of submission. We strongly recommend that you should check your visa confirmation letter against your passport and personal information prior to departure.
 
5. VISA APPLICATION CAN NOT BE CHANGED/AMENDED/CANCELLED
 
The visa application can NOT be CHANGED/AMENDED/CANCELLED once it is submitted, so please double check all information to make sure all information is accurate. 
 
6. GUARANTEED REFUND WHEN APPLICATION IS REJECTED BY IMMIGRATION DEPARTMENT
 
We guarantee to refund fully amount you paid if your application is rejected by Vietnamese Immigration Department.
 
7. PROCESSING TIME AND SERVICE COMPLETION 
 
Processing time is described in the booking you order, such as: 
 
- Normal processing time is 3 working days
- 2 working days
- 1 working day
- Urgent 4 working hours
- Express 2 working hours
- Super express 2 hours at weekend and holidays
 
Our service is completed when you receive the result you order:
 
- The VOA approval letter is sent to the email address you provided
- The E-visa is sent to the email address you provided
- Fast track
- Visa extension
- Visa renew
- Work permit
- Resident Card
 
8. EMAIL ADDRESS TO RECEIVE VOA OR EVISA
 
You are required to notify us if you do not receive the service result in time.
 
We are not responsible for any delay/loss caused by the wrong email addresses provided by applicants or the situation that applicants do not notify us by email that approval letter is not received.
 
9. CHECK INFORMATION WHEN RECEIVING RESULT
 
Immigration officers sometimes make mistakes. We suggest that you should check the details on the result carefully when you receive. If you find any errors, please inform us immediately by email within 24 hours for free correction. Beyond that duration of time, correction will be fully charged. 
 
10. WEEKEND AND PUBLIC HOLIDAYS IN 2021-2022
 
At weekend and in public holidays, urgent visa service is still available.
 
Weekend: Saturdays and Sundays.
 
Public holidays:
01 JAN 2021: Western New Year Day
09 FEB 2021 - 17 FEB 2021: Vietnamese Lunar New Year
21 APR 2021: Hung Kings Commemorations
30 APR 2021: Reunification Day
01 MAY 2021: International Labor Day
02 SEP 2021: National Day
01 JAN 2022: Western New Year Day
 
11. DISCLAIMERS
 
We are not responsible for any loss, delay or cancellation of your flight ticket, tour or accommodation booking made for your trip to Vietnam in case your visa application or entry is declined or we are unable to send it to you on time as promised. 

Enjoy your holidays in Vietnam!


PART 4: TERMS AND CONDITIONS FOR "AIRPORT TRANSFER BOOKING"

 
Making a booking through the web page involves the complete acceptance on the part of the customer of each and every general condition, which is considered an integral part of the booking in accordance with the specific legislation in force.
 
1. Booking and instant confirmation
 
When a booking is made, it is done by making a secure credit card payment and the instant confirmation is issued after payment.
 
2. Inclusion in the booking
 
The services detailed according to the booking conditions.
 
3. Responsibilities to provide accurate information
 
On making the booking, the customer is fully and exclusively responsible for the accuracy of all the information that has to be provided. If it proves to be incorrect, this could lead to the cancellation of the booking. In case of poor service due to client culpability, we will not take any responsibility and will not refund the money.
 
4. Change and Cancellations
 
For any changes, please email us travel@tiimtravel.com.
Free of charge for the first change.
Since the second change and next changes, an administration fee of 100,000 VND per change will be applied.

Passengers may cancel the services requested at any time. Please send us an email to travel@tiimtravel.com.
If the reservation is cancelled more than 07 days before the service: 100% of the reservation minus 5 USD (five US dollar) administration fee will be refunded.
If the reservation is cancelled within 07 days of the service you will lose the amount of the reservation.
 
5. Luggage
 
Your luggage entitlement is 1 x bag or suitcase per person, maximum weight 20 kg and maximum combined size of 160 cm (length+width+height) and one piece of hand luggage, maximum weight 5kg.
 
Extra luggage has to be specified at the booking. Special baggage such as bicycles, surfboards, golf clubs, etc. must be specified in writing to our email travel@tiimtravel.com at the time of booking.

We are out of position to be responsible for any loss or damage of your luggage. Please ensure you have travel insurance covering any loss or damage to your luggage.
 
6. Travel insurance
 
As a transport company, we always advise our customers to take out customized travel insurance. Always make sure that travel insurance meets your needs. Always print the travel insurance coverage and always carry it with you on your journey. We always recommend travel insurance so that you have sufficient coverage in all circumstances and you do not have to face unexpected costs.
 
7. Questions and Answers about Payments
 
Are there any supplements added to the stipulated prices? No. We provide you with an updated website with a fixed price, without additional supplements.
 
How shall I pay the transfers? Transfer fees must be paid in advance by credit cards.
 
Will I receive a booking confirmation? Yes.  We send the confirmation to your email immediately when you complete the booking. If you do not receive the confirmation, please check your spam box.
 
Is my payment by Internet secure? Yes. Please click the Private Policy at the bottom right hand of the page for more information.
 

Enjoy your holidays in Vietnam!



PART 5: TERMS AND CONDITIONS FOR "TOUR PACKAGE BOOKING"

Please find the terms and conditions at: https://tiimtravel.com/booking-terms

Enjoy your holidays in Vietnam!