Service Insurance

We offer a SERVICE INSURANCE policy to confirm to you that: You will be satisfied with our services. If not, you will be refunded the amount you paid for the incorrect service.

1. REFUND CONDITIONS

– The service is not on BesTour’s restricted list!

– The service confirmed on the comment form and confirmed by the tour guide is not in accordance with the commitment (contract appendix)!

– The service is not as committed but there is no adjustment for you until the end of the tour!

– All cases after receiving feedback that we do not change or do not give objective reasons!

– We will refund if the service has a level of complaints (percentage of customers on the tour who are dissatisfied) greater than the value in the table!

– List of services: Prices are calculated before tax, excluding air tickets and visa costs

STT

Service

Price composition ratio (%)

Level of complaints (%)

1

Transportation

20

> 60

2

Hotel

20

> 60

3

Meal quality

20

> 70

4

Tour guide

10

> 50

5

Other services

20

> 70

For personal or objective reasons related to weather, natural disasters, politics or locality: both sides negotiate the level of responsibility for each side!

2. REFUND APPLICATION TIME

Customers have the right to submit a refund request within 07 days from the end of the tour:

Request documents:

– 01 copy of Refund request – document sample

– 01 service confirmation slip – with tour guide confirmation (this slip will be given by the tour guide at the end of the tour)

– 01 Tour contract – with an appendix of service commitment (usually the tour program)!

The refund request will be sent via email: info@betour.com.vn – We will contact you to make an appointment!

3. REFUND METHOD

The refund method is specified in BesTour’s Refund Policy based on your request!

– Refund to BesTour points account.

– Refund via customer’s personal account.

– Refund at BesTour office!

4. PROCESSING TIME

– BesTour will send a meeting request to customers via email or/and phone call within a maximum of 02 working days from when BesTour receives your request!

– We will come and work with you to understand your requirements and level of satisfaction when participating in the tour. We are responsible for recording and synthesizing your opinions and asking for confirmation from you. Customers. We will record customer feedback for reference purposes and work with a third party (in charge of the department or service facility)

– Within 03 working days, if your request is confirmed in accordance with the terms in “SERVICE PROTECTION” – BesTour will carry out the refund procedure for customers within 03 days. the next working day from the date confirmation of acceptance of your request is sent to email or/and phone!

5. REFUND LIST

BesTour will refund money in the following specific cases:

– Airline ticket: Airlines, baggage allowance not as committed, flight time changed without prior notice (except for delay reasons)

– Transportation: The carrier is incorrect, the specified number of seats is not enough for the number of passengers, the vehicle is not clean, the driver has a bad attitude towards passengers!

– Meal: Not enough dishes according to the menu, the food level is not as committed (For example: Committed to 8 dishes but in reality there are 7 dishes)!

– Hotel: Incorrect hotel class (For example: committed to 4 stars but staying in a 3-star hotel), incorrect number of rooms, incorrect number of people/room

– Tour guide: Does not serve guests, has a bad attitude

– Some other cases

6. RESTRICTED REFUND LIST

BesTour will refuse to refund in the following cases:

– Airline ticket: If the correct airline has been provided or in case of airline delay

– Visa: Reason for visa refusal – is an objective reason from the embassy. BesTour does not have a decisive role in your VISA decision!

– Meals: Is the number of dishes provided, the amount of food is provided, or is the nature of the local cuisine not suitable for you

– Transportation: Car broke down along the way

– Hotel: Correct hotel class, location, number of rooms

Some other cases
——————————

BesTour Vietnam International Tourism and Services Company Limited

Tax code: 0110251126. GPLHQT: 01-070/2017/TCDL-GPLHQT

Hanoi headquarters: No. 23 Hue Lane, Ngo Thi Nham Ward, Hai Ba Trung District, City. Hanoi.

Phone: 093 529 3456