TERMS & CONDITIONS
1. General
These Terms & Conditions apply to all bookings made with NorthStar Tours, including tour packages, bus tickets, accommodation, and motorbike or car rentals. By making any deposit or payment, you confirm that you have read, understood, and agreed to these Terms & Conditions. In this document, “Customer” refers to the person making the booking and all individuals included in the booking. NorthStar Tours is not responsible for any delay, loss, or service issue caused by incorrect contact details (email or WhatsApp number), failure to notify us of missing confirmations, or refusal to use booked services.
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2. Prices
All prices are quoted in Vietnamese Dong (VND) and may be displayed in USD for reference only.
While we make every effort to maintain accurate pricing, prices may change due to exchange rate fluctuations, supplier price increases, tax changes, or availability. Any applicable increase will be communicated to you prior to confirmation.
All prices are subject to availability and may be changed or withdrawn without prior notice.
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3. Deposit Requirement
A non-refundable deposit of VND600,000 per tour ticket is required to secure your booking once confirmed by NorthStar Tours via the email address provided. This deposit is used to confirm services with our local partners and is non-refundable under all circumstances. Bus tickets not included in a combo or full tour package are subject to availability and may change according to the transportation provider.
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4. Full Payment
Full payment must be completed no later than 3 days prior to the tour start date.
For bookings made within 3 days of departure, or where the remaining balance exceeds VND 2,500,000, full payment is required immediately upon confirmation. Failure to complete payment may result in automatic cancellation without refund.
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5. Booking Confirmation
A Tour Reservation Confirmation email will be sent within 24 hours of successful payment. Detailed information regarding bus timing, pickup point, and start date will be sent closer to the departure date. During peak seasons, this information may be provided later than usual. If you do not receive the confirmation email within 48 hours, you must notify us in writing via our official email. If no notice is received within this timeframe, the booking will be considered confirmed and services completed.
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6. Unused Services & No-Shows
No refunds or exchanges will be provided for unused or missed services, including accommodation, meals, sightseeing, or transportation. In the case of a no-show, 100% of the total amount paid will be charged.
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7. Acceptance of Booking
NorthStar Tours reserves the right to decline or cancel a booking without explanation if we reasonably believe that a Customer may pose a risk to public safety or security in Vietnam. We also reserve the right to adjust itineraries, substitute accommodations, or cancel tours due to weather conditions, group dynamics, government or police actions, traffic conditions, or other circumstances beyond our control. Customers are required to obtain appropriate travel insurance before arrival in Vietnam. Please note that the tour price offered by NorthStar Tours includes basic domestic travel insurance in accordance with current Vietnamese regulations. This coverage is limited and does not replace comprehensive travel insurance.
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8. Cancellation Policy
8.1 Cancellation by Customer
All cancellations must be submitted in writing via our official email.
FIT Bookings
• 15 days or more before departure: 100% refund
• 5–14 days before departure:
o 50% refund (normal season)
o 30% refund (Tet & public holidays)
• Less than 5 days before departure: No refund (date change may be offered subject to availability)
• No-shows: No refund
GIT Bookings
Cancellation conditions for group bookings will be advised separately on a case-by-case basis.
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Visa & Flight Responsibility
Obtaining valid visas, travel documents, and flights is the sole responsibility of the Customer. No refunds or credits will be issued for cancellations due to visa issues or flight disruptions.
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Special Cancellation Conditions
Certain tours, accommodations, or promotional products may have additional cancellation charges. These conditions will be clearly communicated at the time of booking.
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8.2 Cancellation by NorthStar Tours
If NorthStar Tours must cancel a service, you will be offered:
• An alternative of equal value, or
• A full refund of all amounts paid
No additional compensation will be provided beyond the refunded amount.
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9. Reservation Changes
Date changes or reservation transfers may be permitted at the sole discretion of NorthStar Tours and must be requested via official email. Approval is not guaranteed.
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10. Force Majeure
NorthStar Tours shall not be liable for any loss, delay, or cancellation caused by force majeure events, including but not limited to natural disasters, adverse weather, government actions, strikes, vehicle breakdowns, fuel shortages, or supplier insolvency.
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11. Travel Documents
Customers must hold valid passports, visas, and necessary permits. Obtaining and maintaining these documents is the sole responsibility of the Customer.
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12. Insurance
Travel insurance is mandatory. Bus tickets, train tickets, and motorbike rentals do not include insurance coverage. Customers are responsible for ensuring adequate insurance protection.
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13. Liability
NorthStar Tours acts solely as a travel agent and is not responsible for any loss, injury, or damage except where required by applicable law. All other expenses resulting from accidents, delays, natural disasters, political actions, or unrest shall be borne by the Customer. Participation in adventure activities is undertaken entirely at the Customer’s own risk.
14. Responsibility & Disclaimer
While we carefully select service providers, NorthStar Tours is not liable for the actions or omissions of third-party suppliers, including transportation providers, accommodation providers, or restaurants. We reserve the right to refuse or remove any participant whose behavior may disrupt the tour or compromise safety.
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15. Claims & Disputes
All claims must be submitted in writing within 30 days of service completion. Any disputes shall be resolved through the Vietnam International Arbitration Centre (VIAC) in accordance with Vietnamese law.
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16. Acceptance
By ticking the checkbox during booking, you confirm that you have read, understood, and agreed to these Terms & Conditions.