General Terms of Use

General Terms of Use

This website is operated by Mekong Smile Travel Company. Please read these Terms & Conditions carefully before using or registering on this website. You must fully agree to these terms and conditions if you wish to use the website. If you do not agree with any part of these terms and conditions, you will not be able to use this website in any form.

Please note that this website is designed for global access for users.

The information and prices on this website apply to users globally.

We reserve the right to deny access to this website at any time without prior notice.

1. TICKET/ SERVICE DELIVERY

• Mekong Smile Travel Company ensures that departures are posted on the website www.nucuoimekong.vn
• Information about tours and departure dates in guidebooks and other printed materials may change at any time and do not constitute part of the guaranteed program.
• The company’s website is the sole source from which the company will guarantee departures. A departure time is guaranteed only when the customer has confirmed registration for that departure time (registration must include a minimum deposit payment to be considered “confirmed”). This guarantee will still be subject to Force Majeure cases.
• FORCE MAJEURE CASES: 
• Mekong Smile Travel Company is not responsible to customers for changes or cancellations due to objective and subjective reasons such as earthquakes, volcanoes, hurricanes, wars, strikes, protests, terrorism, political unrest. Solutions or compensation (if any) will depend on the relevant service provider.
• DOCUMENTATION: Please note that “To expedite the issuance of travel documents, all types of tour-related documents such as payment vouchers, tour itineraries, invoices will be sent via email or will be available on the website www.nucuoimekong.vn” once the company has received full payment.
• DETAILS ABOUT THE TRIP: Customers are responsible for accessing the website at least 72 hours before the departure date to ensure they have the most detailed information about the trip, as there may have been minor changes since the tour dossier was initially provided by the company.

2. PAYMENT

• Mekong Smile Travel Company offers various payment methods for the convenience of customers when booking services. Customers can refer to the following methods and choose the suitable one:
  • • Bank transfer
    • Payment by domestic ATM card
    • Payment by international credit card
    • Payment at nucuoimekong.vn’s offices: Can Tho
• Please ensure that you have provided accurate credit card billing information. If you do not provide a credit card billing address or accurate credit card and/or cardholder information, ticket issuance may be delayed and total costs may increase. We reserve the right to cancel tickets after issuance if payment is declined or if you have provided incorrect credit card information. Additionally, we may also randomly verify (including voter lists) to minimize credit card fraud.
• Mekong Smile Travel Company will not collect detailed credit card information from you. The information you provide will be kept absolutely secure in the technical system according to global technology security standards.
• After payment, Mekong Smile Travel Company will send a confirmation/payment voucher via email or fax: this voucher must be printed out as proof of purchase and presented to the service provider.
• All traveler information must be provided accurately at the time of registration.
• Any requests for modifications/additions must be sent via email to Mekong Smile Travel Company.
• Mekong Smile Travel Company is not responsible for any issues that may arise if you do not receive or carefully read your confirmation/payment voucher. In case you have not received the payment voucher, you must notify Mekong Smile Travel Company at least 72 hours before the scheduled service delivery date.
• Price Note:
  • All tour prices are in Vietnamese Dong (VND). Payments in other currencies will be converted into Vietnamese Dong (VND) at the prevailing exchange rate.
  • The prices include items listed in the “Inclusions” section.
  • The information and prices on this website are not ‘real-time’ and are sometimes updated. Every effort is made to ensure the accuracy of information and prices, but unfortunately, errors can still occur. In the event of an inaccurate price due to a system error, we are not bound by that price.

3. CANCELLATION OF SERVICES

• The cancellation of all services by tour participants must be sent and received in writing: email or fax. Mekong Smile Travel Company does not accept service cancellation requests over the phone.
• Mekong Smile Travel Company is not responsible for any service cancellation requests that have not been received and confirmed with you. In this case, cancellation fees or tour abandonment charges will apply.

4. MODIFICATION OF BOOKING INFORMATION

• If the Guest is allowed to cancel or change the Service Booking but does not cancel or change before the allowed time, the Guest will be responsible for paying cancellation fees as regulated at that time, taxes or tax recovery fees (as currently applicable), service fees, or other service booking fees whether the Guest uses the service or not.
• If the Guest does not use the service (boarding the plane, participating in the tour, checking into the hotel room, etc.) on the day/night of the first service booking but plans to check in/continue to use the service for the subsequent nights, the Guest must confirm with Mekong Smile Travel Company and the supplier/affiliate unit of Mekong Smile Travel Company at least 6 hours before the departure time/day/night of the first service booking and during working hours (08:00 am – 08:00 pm). If the Guest fails to do so, the Guest’s Service Booking will be canceled and the Guest will not be able to use the service or receive a refund.
• If the Guest wishes to change, cancel, or request a refund for a booked service for any reason, please contact Mekong Smile Travel Company for assistance before using the service/checking in/departing or within the time frame stipulated at that time. Mekong Smile Travel Company will make every effort to assist the Guest to the best of its ability. If the Guest has already used the service, any requests for refunds, cancellations, or changes will not be processed.
• Additionally, Mekong Smile Travel Company also applies a management fee for accepted requests to change service bookings/cancel room information (fee in addition to the service cancellation fee charged by the provider).
• Additionally, Mekong Smile Travel Company also applies a management fee for accepted requests to change service bookings/cancel room information (fee in addition to the service cancellation fee charged by the provider).

5. ADDITIONAL FEES AND SURCHARGES

• Additional Fees:
  • Each listed price on the Website is only applicable under specific conditions, and these prices may change depending on availability, length of stay, and/or specific criteria. The available prices may include additional taxes and other charges, but in some cases, prices might not cover taxes and service fees. The User agrees that they are responsible for verifying the total payment amount and other terms and details when the confirmation email is sent to the User. The User must verify the reservation on the booking form; the User can cancel the reservation at any time before the final confirmation is received. The detailed breakdown of prices allows the User to see the amount to be paid. Any additional fees resulting from credit card usage or interbank charges on transportation costs will be borne by the User. If there is a minor shortfall in the amount paid, Nụ Cười Mê Kông may send an email notification about the deficiency for the User to settle. If a User cancels a reservation before settling any existing shortfalls, Nụ Cười Mê Kông reserves the right to decide whether to refund the paid amount or refund the amount after deducting costs incurred due to the User’s failure to settle the shortfalls according to the procedures set by Nụ Cười Mê Kông. For other ticket refund requests, depending on your entitlements and Nụ Cười Mê Kông’s policies and those of the airline, Nụ Cười Mê Kông will first verify the booking code before reimbursing the amount you paid, deducting any costs recognized by Nụ Cười Mê Kông, including but not limited to handling and management fees, interbank transfer fees, credit card fees, etc. (“Refund Amount”). After successful verification by Nụ Cười Mê Kông, the refund amount will be provided to you in electronic form (e.g., Nụ Cười Mê Kông discount voucher or a voucher from the airline/provider).
  • Please note that all room rates provided through our Website (“Hotel Room Rates”) are based on your choices, such as length of stay and the number of guests requested, unless otherwise specified. Hotel room rates are calculated per room and per night. You are responsible for verifying whether your choices and any additional requests or services have been reflected in the displayed rate on the Website (e.g., the Hotel Information provided before the final booking confirmation) and/or in the confirmation email or not. Breakfast is usually not included in the hotel room rate, unless otherwise stated. Resort fees and other mandatory charges (as described below), taxes, tourist fees, or local accommodation taxes (if any) are your responsibility and are typically not included in the Hotel Room Rate unless specified otherwise. You are responsible for verifying any explanations or policies provided by the hotel on the Website. Room rates do not include any kind of insurance unless otherwise specified. Standard hotel bookings are for 1 to 2 guests; typically, a surcharge will be added for extra beds. Hotels may refuse additional guests without prior notice.
  • Please note that some hotels may charge you a resort fee, but they may still impose a surcharge (or similar) for using certain services. Resort fees are typically not included in the Hotel Room Rate; detailed information is available in the hotel description on the Website. Hotels may also directly charge you for products and services, including but not limited to energy fees, luggage management fees, newspaper delivery fees, in-room security fees, travel/tour fees, or cleaning fees. The practices of adding these additional surcharges are beyond the control of Nụ Cười Mê Kông.
  • Some hotels may also charge for transportation or transfers. This is a common practice for travel between islands (such as the Maldives) to reach the hotel. This transportation is always controlled by the hotel and is provided on behalf of or in the name of the hotel responsible for those transportation services. You agree that Nụ Cười Mê Kông does not arrange any transportation and is not responsible for those transportation services. You agree that Nụ Cười Mê Kông is not responsible for the quality, safety, frequency, or level of those transportation services, and for any losses or damages arising from your use of those transportation services.