1. Overview
This policy explains cancellations, booking changes and refunds for tours, transfers and travel services booked directly with hue24h.com.
Refund eligibility depends on the service booked, the notice provided and the conditions accepted before payment.
Any special conditions will be provided before payment and recorded in your booking confirmation. Where they differ from this policy, the conditions accepted for your booking apply, subject to applicable law.
Information-only enquiries and links to external booking websites do not constitute a confirmed booking with hue24h.com.
2. Booking Confirmation and Payment
An enquiry or booking request does not guarantee availability. Your booking is confirmed when we confirm availability in writing and receive the required deposit or full payment.
Before payment, we will confirm:
- The selected service, date and number of participants
- The itinerary, meeting point or pickup arrangements
- Included and excluded services
- The total price and any agreed additional charges
- The deposit, balance and payment deadlines
- Applicable cancellation and amendment conditions
If payment is not received by the agreed deadline, we may release the reservation after notifying you.
3. How to Cancel Your Booking
Send your cancellation request through the contact channel stated in your booking confirmation. If you cannot find those details, use our Contact page.
Please provide:
- The lead traveller’s name and booking reference
- The booked service and travel date
- Whether the cancellation covers all or selected participants
Notice is calculated from the time your written request reaches our designated contact channel, rather than the time we reply.
Deadlines use Vietnam local time (GMT+7) and are measured backwards from the confirmed service start time. One day means 24 hours.
We will acknowledge your request and explain any cancellation fee and refund due.
4. Cancellation by the Customer
4.1. Standard Hue day tours
This schedule applies to standard sightseeing day tours unless different conditions were accepted before payment.
| Notice before departure | Cancellation fee |
|---|---|
| At least 48 hours | No cancellation fee |
| At least 24 hours but less than 48 hours | 50% of the cancelled service price |
| Less than 24 hours | 100% of the cancelled service price |
| No-show | 100% of the cancelled service price |
4.2. Standard private transfers
This schedule applies to standard point-to-point private transfers, including airport transfers, unless special vehicle or supplier conditions were accepted before payment.
| Notice before pickup | Cancellation fee |
|---|---|
| At least 24 hours | No cancellation fee |
| Less than 24 hours | 100% of the cancelled service price |
| No-show | 100% of the cancelled service price |
Waiting time, flight monitoring and arrangements for flight delays or cancellations will be stated in your transfer confirmation. A delayed flight is not automatically treated as a no-show where flight monitoring has been agreed.
4.3. Private tours, group bookings and multi-day programmes
This schedule covers customised private itineraries, organised group tours and multi-day programmes, unless different conditions were accepted before payment.
| Notice before departure | Cancellation fee |
|---|---|
| At least 30 days | No cancellation fee |
| At least 15 days but less than 30 days | 50% of the cancelled service price |
| Less than 15 days | 100% of the cancelled service price |
| No-show | 100% of the cancelled service price |
4.4. Refund calculation
Fees are calculated on the agreed price of the services being cancelled, rather than only on the deposit.
Your refund equals the amount paid for those services minus the applicable cancellation fee, with a minimum refund of zero.
Additional supplier cancellation charges will not be added unless separately disclosed and accepted before payment. The same cost will not be charged twice.
4.5. Special services
Accommodation, standalone tickets, dining reservations, specialist activities, festival departures and exclusive bookings may have separate conditions. We will disclose these before payment and record them in your confirmation.
5. Changing Your Booking
Contact us promptly to request a change to your date, itinerary, pickup details or participants.
- Standard day tours: request changes at least 48 hours before departure.
- Standard private transfers: request changes at least 24 hours before pickup.
- Private, group and multi-day tours: request changes at least 30 days before departure.
Requests within these deadlines may be accommodated without our own amendment fee, subject to availability and the conditions of your booking.
Price differences or unavoidable supplier amendment costs may apply. We will explain these and obtain your agreement before making the change.
Later requests will be assessed individually. If a change cannot be accommodated and you cancel, the applicable cancellation schedule applies.
Participant replacements are subject to supplier approval, ticket restrictions and participation requirements.
Changes require our written confirmation.
6. Late Arrival, No-Shows and Unused Services
Please arrive at the agreed meeting point on time. Contact us immediately if you are delayed.
Shared tours may be unable to wait. Missing a departure because of late arrival or failure to attend is normally treated as a no-show.
For transfers, the agreed waiting period and any additional waiting charges will be stated before payment. No-show treatment follows those agreed arrangements.
Services you choose not to use after departure, including meals, visits or transfers, are normally non-refundable. This does not apply to services we fail to provide or remedies available under applicable law.
7. Cancellation by Us or the Operator
If we or the operator cancel your service before it starts, including because a disclosed minimum group size is not reached, we will offer:
You may decline an alternative and choose the refund.
Independently booked flights, hotels and other travel expenses are generally outside the service refund, subject to applicable law.
8. Weather, Flooding and Destination Closures
Travel services in Hue may be affected by severe weather, flooding, unsafe road or river conditions, attraction closures or instructions from local authorities.
Rain alone does not automatically cancel a tour. The operator will assess the actual itinerary and conditions.
If your service is cancelled before it starts because it cannot operate safely, you may choose an available alternative or a full refund for the cancelled service.
If a major itinerary change is known before departure, we will explain the change and your options. We will not replace the main experience with a substantially different programme without your agreement.
If conditions change after departure, the guide or operator may adjust or stop activities for safety. Any refund or credit for services not delivered will be assessed against services already provided, the booking conditions and applicable law.
9. Participation, Safety and Early Departure
Tell us before booking about mobility needs, relevant medical conditions, dietary requirements or other needs that may affect participation.
Walking, cycling, boat trips and specialist activities have different requirements. Relevant restrictions will be explained for your selected experience.
Guides and operators may stop an activity or participation where necessary for safety.
If you voluntarily leave a tour after it starts, unused services are normally non-refundable. Where participation is stopped for safety, we will review the circumstances and explain any refund available.
Nothing in this policy excludes responsibility for our failure to provide agreed services or limits rights that cannot lawfully be excluded.
10. Refund Procedure
For an approved refund, we will confirm:
- The amount paid
- Any cancellation fee
- The refund amount and method
- The expected processing timeframe
Refunds normally go to the original payment method and original payer. If this is unavailable, we will agree an alternative after verifying the payer and payment details.
We aim to submit approved refunds within 7 working days after the necessary details are confirmed. The time for funds to appear in your account depends on your bank or payment provider.
Any unavoidable payment-provider deduction will be explained. We will not deduct our own administration fee from a full refund following cancellation by us.
11. Late or Missing Refunds
- Check the account or card used for your original payment.
- Ask your bank or payment provider about pending refunds.
- Contact us with your booking reference and refund confirmation.
We will help trace the transaction and provide a refund reference where available. Do not send full card numbers or card security codes.
12. Partner and External Bookings
Services booked through us but operated by a partner may have partner conditions disclosed and accepted before payment. Please contact us first for assistance with those bookings.
If you follow a link from hue24h.com and book directly with another website, hotel, transport company or travel platform, that provider’s booking and refund policy applies. Send cancellation requests to the provider that confirmed your booking.
13. Promotional Bookings and Travel Insurance
Discounted bookings follow the applicable standard schedule unless different promotional conditions were disclosed and accepted before payment.
Non-refundable offers and restrictions on date changes will be stated before booking.
We recommend suitable travel insurance, including cancellation cover and cover for your planned activities. Insurance does not change the conditions of your booking.
We can provide relevant booking and cancellation documents to support an insurance claim where available.
14. Changes to This Policy
Updates apply to future bookings.
We will not retrospectively replace conditions already accepted for a confirmed booking unless you agree or applicable law requires it.
Keep a copy of your booking confirmation and the conditions supplied before payment.
15. Contact Us
For cancellations, booking changes or refund enquiries, use the contact details in your booking confirmation or visit our Contact page.
Include your name, booking reference, service date and a brief description of your request.
For urgent changes close to departure, use the direct contact channel provided in your booking confirmation.