Dear Valued Customers

VINATICKET is the online booking platform of VINAGO – a reputable travel company based in Da Nang. We sincerely thank you for choosing and trusting VINATICKET. To ensure the rights and interests of both parties during the service process, please carefully read the following terms and conditions.

1. GENERAL TERMS

Before making any payment on the website vinaticket.vn, please review the General Terms and Conditions issued by VINAGO Travel Joint Stock Company (“VINAGO”), including but not limited to:

• Ticket cancellation policy;;
• Payment terms;
• Privacy policy;
• General transaction conditions;

By using online payment methods, you are deemed to have read, understood, and agreed to comply fully with all the terms and conditions published on this website.

All bookings or purchases of products and services are subject to these terms and conditions. In case of any inconsistency between the General Terms and Conditions and specific agreements, the specific terms and conditions shall prevail.

2. WEBSITE USE AND CONTENT POLICY

The website vinaticket.vn is owned and operated by VINATICKET. Customers may use this website solely to view information and make online payments, and not for any other commercial purposes.

All content on the VINATICKET website is provided for reference or research purposes only, and must be properly cited as originating from our website if reused.

Any unauthorized use of our logo, trademark, or any other intellectual property displayed on this website, in any form, without prior written consent from us, is strictly prohibited. Violations may result in legal action in accordance with applicable laws.

3. POLICY ON LINKED WEBSITES

The vinaticket.vn website may contain links to third-party websites. These links are provided for your convenience and do not imply that VINATICKET endorses, approves, or assumes responsibility for the content, products, or services offered on such websites.

VINATICKET bears no legal responsibility for any information, content, privacy policies, or operations of third-party websites. When accessing these links, customers are advised to independently review and comply with the respective website’s terms of use and privacy policy.

4. SERVICE DELIVERY AND TRANSPORTATION INFORMATION

4.1. Service Delivery Methods

After completing payment, customers will receive an electronic ticket (with QR code) or a service confirmation via the registered email address. Tickets or confirmations will be sent from vinago@dng.vn.

• For services requiring physical ticket delivery, VINATICKET provides free delivery within Da Nang city limits upon customer request. For deliveries to other provinces or cities, VINATICKET will assist in sending tickets via postal or express delivery services. Shipping fees will be borne by the customer.
• Delivery partner: Viettel Post

Please note that Viettel Post does not issue delivery receipts or shipping documents during the delivery process. Should such documents be required, VINATICKET will be responsible for providing invoices or related proof of delivery upon the customer’s request.

4.2. Delivery Time

After successful payment, electronic tickets or service confirmations will be sent within 10 to 30 minutes during working hours. For special cases or requests for physical delivery, the delivery time will be mutually agreed upon between both parties.

In the event of delays caused by force majeure circumstances (such as natural disasters or transportation disruptions), VINATICKET will promptly inform customers and reserves the right to adjust the delivery schedule without compensation.

If the delay causes you not to receive your ticket at least one day prior to departure, you have the right to cancel the booking. However, the cancellation will only take effect if you notify VINATICKET in writing or via email (vinago@dng.vn) within 24 hours before departure. After this period, VINATICKET will not be obligated to refund or compensate.

5. SERVICE VERIFICATION POLICY

5.1. Verification Period

• Customers may verify the status of their attraction tickets or tour services immediately upon receiving information from VINATICKET.
• The verification period is valid within 24 hours from the time the ticket or service confirmation is received.

5.2. Verification Details

For attraction tickets:

• Ticket information: Check the attraction name, visit date, number of tickets, price, and other relevant details.
• Authenticity: Ensure the ticket code or QR code is clear and valid for use at the attraction site.

For tour services:

• Tour program: Verify the itinerary, attractions, schedule, transportation, tour guide, meals, accommodation (if applicable), and other included services.
• Accuracy: The service confirmation details must match the original booking.

5.3. In Case of Errors

• If any discrepancies or inaccuracies are found in the ticket or service details, customers must notify VINATICKET within the verification period.
• VINATICKET will acknowledge the feedback and assist in verification and resolution within 24–48 working hours.

5.4. Important Notes When Receiving Tickets or Service Confirmations

• Customers should carefully check all ticket and tour information immediately upon receipt to ensure accuracy.
• VINATICKET shall not be held responsible for any errors not reported within the specified timeframe.
• Attraction tickets are non-refundable and non-exchangeable once used, lost, or after the verification period has expired.
• Any special requests must be communicated to VINATICKET at the time of booking. While VINATICKET will make every effort to accommodate such requests, it shall not be liable for any service refusal by attractions or suppliers. Additional costs arising from special requests (if accepted) will be borne by the customer, based on the pricing provided by the relevant service suppliers.

6. CHANGE, MODIFICATION, AND CANCELLATION POLICY FOR ATTRACTION TICKETS

6.1. Change or Modification Policy

If customers wish to make changes or adjustments to their ticket information, they must notify VINATICKET in writing or via email at least 15 days before the departure date. Depending on actual conditions, VINATICKET will review and assist in making adjustments according to the regulations of the service provider.

Note:

• Once the ticket has been issued, VINATICKET cannot make any changes under any circumstances.
• Change requests may be refused if submitted too close to the departure date.
• VINATICKET cannot guarantee that ticket modification requests will be successfully processed, as they are subject to the policies and availability of the service provider.

6.2. Ticket Cancellation Policy

• If the service is canceled by VINATICKET:

If VINATICKET is unable to provide attraction tickets or if the service provider discontinues the service, VINATICKET will immediately notify customers and issue a full refund of all paid amounts within 10 days from the official cancellation notice, either by cash or bank transfer, without any further liability.

• If the service is canceled by the Customer:

If customers are unable to continue using the service, they must notify VINATICKET in person, in writing, or via email (requests made via phone will not be accepted). Customers are also required to bring their payment receipt to the VINATICKET office to complete the cancellation or service transfer procedure.

• For service change or transfer requests:

VINATICKET will review each case based on actual circumstances to apply the appropriate fees and offer reasonable support to customers.

6.3. Ticket Cancellation Fees

In case of cancellation, customers will be responsible for VINATICKET applicable cancellation fees and all related bank transaction fees for online payments.

• Cancellation immediately after VINATICKET has issued the ticket: 100% of the total contract value (ticket price).
• Cancellation 30 – 45 days before departure: 10% of the total service value.
• Cancellation 16 – 29 days before departure: 30% of the total service value.
• Cancellation 08 – 15 days before departure: 60% of the total service value.
• Cancellation 04 – 07 days before departure: 90% of the total service value.
• Cancellation 01 – 03 days before departure: 100% of the total service value.

Note:

• Cancellation timeframes apply to regular working days only.
• Public holidays and Tet (Lunar New Year) are excluded from the cancellation timeline. Cancellations made during these periods or in violation of the above policy will incur a 100% cancellation fee of the total contract value. Public holidays and Tet are determined according to Vietnam’s official holiday calendar.

7. 7. AGREEMENT ON TOUR SERVICE MODIFICATION, ADJUSTMENT, OR CANCELLATION DỊCH VỤ TOUR

7.1. In case of trip postponement

If you wish to postpone your trip, you must notify VINATICKET at least 15 days before the departure date via email or written notice. After notification, you are responsible for rescheduling the tour and promptly informing VINATICKET of the new departure date and any related changes (if applicable).

You are responsible for all costs incurred due to the cancellation or postponement of services, including but not limited to ticket cancellation fees, service adjustment fees, schedule change fees, and other related expenses.

If you fail to notify VINATICKET within the required period (15 days prior to departure), VINATICKET reserves the right not to provide services according to the modified schedule and will not issue any refund for the paid amount.

7.2. In case of service modification

If you wish to modify any part of your booked tour service, you must inform VINATICKET in writing or via email at least 20 days before departure. Based on actual conditions, VINATICKET will review and provide assistance in adjusting the requested information where possible.

7.3. In case of service reduction

VINATICKET will review any reduction in services after payment. All such changes must be submitted in writing via email and confirmed before being applied by VINATICKET.

Timeframe	Reduction Policy
Allowed to reduce up to 10% of total participants at least 20 days before departure	No fee applied
Reduction made 19 days before departure (maximum 3 participants)	Customers must pay 10% of the total price per reduced participant as stated in the contract
Reduction made 15 days before departure (maximum 3 participants)	Customers must pay 30% of the total price per reduced participant as stated in the contract
Reduction made 10 days before departure (maximum 2 participants)	Customers must pay 50% of the total price per reduced participant as stated in the contract
Reduction made 05 days before departure	Customers must pay 100% of the total price per reduced participant as stated in the contract

Customers are only permitted to reduce the number of participants; all other change requests are not valid. Customers are not entitled to cancel or completely remove (100%) any services, including but not limited to meals, accommodation, transportation, sound and lighting for Gala Dinner, service operation fees, and other services as stipulated in the Contract.

VINATICKET will review and reconfirm all details with the Customer prior to the departure date. Once the information has been finalized, VINATICKET will issue a refund to the same account used for payment, after deducting any applicable reduction fees mentioned above.

7.4 Increase in Number of Participants

In the event that the actual number of participants exceeds the number previously confirmed, VINATICKET will charge fees based on the actual number of participants, using the unit price applicable at the time of the increase, which shall not be lower than the unit price agreed upon in the Contract. In this case, the Customer must pay VINATICKET 100% of the total additional amount before the departure date.

If VINATICKET is unable to accommodate the additional participants, VINATICKET must notify the Customer within 03 days from the date of receiving the Customer’s notice regarding the increase in the number of participants.

7.5. Contract/Tour Cancellation

Both parties commit to fully performing their contractual obligations. In the event that either party wishes to cancel the Contract, that party must immediately notify the other party via email or in writing. All cases of Contract cancellation shall be subject to compensation in accordance with the following terms and applicable fees:

Time Before Departure	Cancellation Fee
45 days	20% of total contract value
30 days	30% of total contract value
20 days	50% of total contract value
10 days	70% of total contract value
05 days	100% of total contract value

The period within which both parties must fulfill their refund or compensation obligations related to the above contract cancellation shall not exceed 30 (thirty) working days from the date one party receives the written notice from the other party.

8. RIGHTS AND RESPONSIBILITIES OF THE CUSTOMER

8.1 Customer’s Rights

Customers are entitled to receive all services and tour programs in full and with the quality agreed upon by both parties in the contract.

8.2 Customer’s Responsibilities

• Fully take responsibility for the accuracy and truthfulness of personal information and credit card/bank account details provided to VINATICKET . In case of any error, falsification, or dispute, VINATICKET reserves the right to cancel the tour or tickets purchased by the Customer.
• Follow the confirmed tour program as agreed in the contract with VINATICKET;
• Provide an accurate list of participants to VINATICKET at least 30 (thirty) days before the departure date.
• Keep tickets safe before and throughout the trip.
• Cooperate with and support VINATICKET in performing its duties.
• Comply with VINATICKET safety instructions during the tour.
• Do not bring stimulants, narcotics, or flammable/explosive substances into hotels.
• During the tour, members must not leave the group without prior notice; any change must be reported to the group leader and the tour guide of VINATICKET.
• Make payments in full and on time as stipulated in the contract.

9. RIGHTS AND RESPONSIBILITIES OF VINATICKET

9.1 Rights of VINATICKET

• VINATICKET reserves the right to make reasonable adjustments to the itinerary or services when such changes are necessary to ensure customer safety and optimal experience. Before making any changes, VINATICKET will inform the Customer of the details and reasons for the modification and obtain consent from the group representative.
• VINATICKET has the right to request the Customer’s cooperation and support in resolving any issues related to the execution of this Contract.
• VINATICKET may request the Customer to provide the participant list and all necessary information related to the tour group.
• VINATICKET has the right to require full and timely payment as agreed in Article 3 of this Contract.

9.2 Responsibilities of VINATICKET

• VINATICKET is responsible for designing and organizing the tour program for the Customer.
• All tasks stated in the Contract and its appendices shall be performed accurately and in full.
• VINATICKET shall appoint a representative (operator) who will be responsible for delivering all agreed services to the Customer throughout the trip.
• VINATICKET shall not be liable for any compensation or legal responsibility for material or emotional damages caused by delays from public transportation (such as airplanes or trains) or by the Customer’s own lateness.
• VINATICKET bears no responsibility for any violations committed by VINATICKET passengers (if any) at destinations, public places, or on transportation vehicles.
• VINATICKET is not responsible for any loss or damage to luggage or other personal belongings of VINATICKET passengers during the entire tour program.

10. FORCE MAJEURE

• Neither Party shall be held liable for any delay or failure in performing any part of this Contract if such delay or failure results from unforeseeable, objective circumstances that cannot be prevented or remedied despite all necessary and reasonable measures having been taken (hereinafter referred to as “Force Majeure Events”). Force Majeure Events include, but are not limited to, fire, explosion, natural disasters, war, epidemic, embargo, lawful requirements or restrictions from competent governmental or military authorities, or other similar causes beyond the Parties’ control.
• The Party affected by a Force Majeure Event shall (i) notify the other Party in writing within three (3) days from the date of becoming aware of such event, and (ii) take all reasonable preventive and alternative measures necessary to minimize the impact of the event.
• In the event that the Contract cannot be performed due to Force Majeure factors, both Parties may postpone the performance of the Contract to avoid losses for either side. Party B shall retain the deposit paid by Party A until Party A determines a new departure date and provides written notice to Party B by email or official document at least ten (10) days before the new tour date. The Tour Price will be recalculated based on the rates applicable at that time.
• If Party A is unable to reschedule and decides to cancel the Contract, Party A shall be responsible for covering all expenses already paid by Party B to service providers, including hotels, air tickets, train tickets, transportation, entrance fees, etc. In addition, Party A shall pay an extra 30% of the total amount previously paid to Party B as an operational fee.

Specifically, the cases will be handled as follows:

• If Party B has not yet incurred any transactions with agents related to the tour program (restaurants, hotels, tourist attractions, transport providers, airlines, trains, etc.), Party B will refund 70% of the total amount transferred by Party A.
• If Party B has already incurred transactions with such agents, Party B will refund the remaining unspent amount after deducting 30% of the operational cost stated in the Contract. For amounts already transacted:
• If the partner retains the deposit: Party B will retain Party A’s deposit for an equivalent duration.
• If the partner refunds the deposit: Party B will refund Party A at the corresponding rate.
• If the partner does not refund the deposit: Party B will not refund that portion of the deposit to Party A.
• Both Parties agree that financial difficulties preventing Party A from making full or timely payment for the services under this Contract shall not be considered a Force Majeure Event.

11. PENALTIES AND COMPENSATION FOR DAMAGES

If the Party in breach of the Contract fails to remedy the breach within the time limit requested by the non-breaching Party, the breaching Party shall be subject to a penalty of 8% of the value of the breached contractual obligation and shall compensate the non-breaching Party for all losses and damages incurred.

12. RIGHTS TO USE IMAGES/VIDEOS

All images and/or videos of the event produced by VINATICKET are considered the intellectual property of VINATICKETTherefore, VINATICKET may use these images/videos for the purpose of promoting VINATICKET by displaying them on advertising channels, public materials, websites, social media platforms, exhibitions, and other media channels, provided that such use does not cause any harm to the honor, reputation, or dignity of the Customer or the Customer’s guests.

13. 13. DISCLAIMER OF LIABILITY

VINATICKET shall not be liable in any of the following cases, provided that such situations are not caused by the fault of VINATICKET.

• The Customer no longer wishes to continue using the service without a valid reason;
• The Customer fails to fulfill obligations under the general and specific Terms and Conditions;
• The Customer fails to make payment for services to VINATICKET;
• The Customer voluntarily leaves the group during the tour program;
• Errors or incidents caused by third parties;
• The Customer is responsible for keeping their tickets safe before and during the trip. VINATICKET shall not be responsible for refunding or reissuing tickets in cases where the Customer loses, damages, or fails to use the ticket for personal reasons;
• VINATICKET shall not be responsible for obtaining any licenses or approvals required for the Customer’s event to take place during the tour. The Customer shall, at their own cost and responsibility, obtain and maintain all necessary licenses and approvals for their event in accordance with applicable laws;
• VINATICKET shall not be responsible for any theft of Customer information if such theft arises from the Customer’s computer being infected with a virus or for any other similar reasons;
• VINATICKET shall not be responsible for any damage to the Customer’s computer system occurring during payment or due to interference from external websites;
• In the event of force majeure preventing the execution of the Contract, both Parties shall discuss and resolve the matter in the spirit of fairness and mutual agreement.

14. DISPUTE AND COMPLAINT RESOLUTION PROCEDURE 

VINATICKET is responsible for receiving and handling any complaints from customers related to transactions conducted on the website. Any arising issues shall be discussed by both Parties, and supplementary contract appendices may be added when necessary to resolve matters in a spirit of mutual respect, cooperation, and mutual benefit. If the Parties are unable to reach an agreement, the dispute shall be settled at the People’s Court of Da Nang City, where Party B is headquartered.

Compliance with these general terms not only ensures the protection of your rights but also contributes to a transparent and professional business environment. We hope that the above regulations will provide you with a convenient and reassuring experience when using the services of VINATICKET.

If you have any questions, please contact us via Hotline: 0898 888 404 or email: vinago@dng.vn for prompt and timely assistance.

Once again, VINATICKET sincerely thanks you for your trust and support. We wish you a pleasant and memorable journey!

Sincerely,
VINATICKET