Delivery and shipping policy

• Completion of a tour purchase/registration transaction: we will send a confirmation email to the customer. Email containing: registering, attractions, and relevant contents. Additionally, we may send a follow-up email inviting you to complete a customer satisfaction survey.
• Key information includes: order/tour code; accommodation address; tour leader's phone number; departure and return dates; confirmation of full or partial payment, or confirmation of payment method accepted by hanoitourist.vn; room type; number of guests; name of the person receiving the room; cancellation policy; special requests; and the relevant policies of hanoitourist.vn. 
• In addition, your booking will be canceled if payment procedures are not completed by the specified deadline (applies to bank transfers, online payments, and in-office payments at hanoitourist.vn).
• If payment is not made at the time of booking on hanoitourist.vn, we do not guarantee that the price and availability of rooms will remain as displayed at the time of booking.
Note: Customers are advised to carefully review all information. For any errors, changes, or service/room status checks, please contact our hotline at 19004518 for assistance.
• The transportation depend on each specific tour program. Hanoitourist.vn is committed to providing the transportation standard stated in the "Tour Program" section.
• For tours that use public transportation, hanoitourist.vn will inform customers in advance (if time permits) of any schedule changes required by the transport providers. Hanoitourist.vn is not liable for any material or emotional damages resulting from delays in public transport departure times or delays caused by customers themselves.

Rights and Responsibilities of hanoitourist.vn:
• Ensure the itinerary and tickets are accurately sent to the customer.
• Fully brief customers on travel regulations and details prior to departure.
• Hanoitourist.vn reserves the right to alter the itinerary or cancel the tour at any time deemed necessary for the convenience or safety of customers.
• Collect all customer information necessary for tour operation, travel insurance, accommodation arrangements, and meeting the requirements of tourist attractions.
Rights and Responsibilities of Customers:
• Ensure all registration information is accurate. If there are any changes, the customer must contact hanoitourist.vn directly to update it. Hanoitourist.vn is not responsible for issues arising from inaccurate information provided by the customer.
• Bring all necessary identification when traveling such as: ID card, passport, birth certificate (for children), etc. For overseas Vietnamese using passports or green cards, a valid visa and re-entry permit to Vietnam are required.
• In cases where a child under 15 (not the customer’s own child) is accompanying the customer, a notarized authorization from the child’s parents with confirmation from local authorities is required.
• Make full payment on time.
• During the tour, customers must comply with the regulations and are not allowed to separate from the group without permission. If changes are required, they must inform the tour guide or a representative of hanoitourist.vn.
Rights and Responsibilities of Service:
• Service providers are responsible for offering services, accommodation, and hospitality to customers who have booked through hanoitourist.vn in accordance with agreed terms.
• Ensure the accuracy, completeness, and suitability of all content displayed on the website.
• Commit that all prices and information shown on the website are accurate at the time of publication.
• Warn of any potential risks to tourists; promptly inform and guide tourists in emergencies; take necessary actions and coordinate with relevant authorities, organizations, and individuals in rescue and emergency cases.
In the event that provided services or itineraries do not match the agreement, the service provider shall bear full responsibility and compensate the customer according to the terms of the signed contract.