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Booking Terms and Conditions

1) GENERAL

Please carefully read the terms and conditions below, covering all aspects of Sapa Biking’s responsibility towards clients and clients’ responsibility toward us. By signing the contract, the traveller agrees that they have read, understood and accept the terms and conditions below.

2) SERVICES

All services provided by Sapa Biking are included in the travel program itinerary.

Where necessary, Sapa Biking is able to provide extra services to cater to individual traveller needs. These services may include; application for tourist visas for Vietnam, or at the request of the traveller, adaptation/alteration of program itineraries to suit the traveller’s requirements.

3) VALIDITY PERIOD FOR PRICES QUOTED

The period of validity of prices quoted is stated on travel documents and sent out to the customer. During this period, prices remain unchanged.

During the time of their validity, tariffs are only subject to change in a case of unforeseen circumstances, unpredictable at the time of the contract’s creation (circumstances may include, extreme variations of exchange rate, new taxes, increases in VAT, high increases in the price of transportation, etc.). In rare cases such as this, a request of readjustment explaining the reasons for the changes will be send by Sapa Biking to the customer, who will be in a position to accept or refuse the new tariff. Should the customer choose to refuse, Sapa Biking will refund the price of the trip in full (minus bank charges).

4) ORDER AND DEPOSIT

On choosing to purchase a tour from Sapa Biking, the traveller must confirm their decision with the agent in charge of their file, specifying the tour plan of their choice.

The traveller should then complete the reservation form and send it back to Sapa Biking. Sapa Biking at this point will proceed in making reservations on all services planned in the itinerary and in the event of unavailability Sapa Biking will seek alternative arrangements.

Once each service has been reserved and the tour package itinerary has been finalised, Sapa Biking will send the program to the traveller. The traveller don’t have to pay the deposit but have to show us by email the information of passport: Name, Passport Number… In case you don’t want to show this information, you must pay 25% deposit by bank vibrant as well as bank charges. In general, we will collect your payment upon your arrival in Hanoi or Sapa.

In certain circumstances (such as in case of last minute reservations, high season or limited supply of airline tickets), Sapa Biking may ask for a deposit higher than 25%.

With the exception of circumstances in which the traveller has made a prior arrangement with their agent, Sapa Biking reserves the right to cancel all reservations on tours where the traveller has failed to provide a deposit within 2 days of the receipt of the final program. The order will then be considered cancelled by the traveller and void, and the clause mentioned in the paragraph 7.a. will be applicable.

5) PAYMENT OF THE BALANCE

Unless otherwise indicated by Sapa Biking, the traveller is required to pay the balance at the beginning of the trip (or beforehand).

It is also acceptable, should the traveller wish to pay the balance any time prior to the commencement of their trip.

Should the traveller fail to pay the balance on commencement of their trip, the program will be treated as cancelled by the traveller and void, and the clause mentioned in the paragraph 7.a. will be applicable.

6) CHANGES IN THE TOUR PROGRAM

a. Changes by the traveller

The traveller is free to request changes to the program at any time they choose (changes may be subject to additional charges). Sapa Biking will do everything necessary to assist in such circumstances.

Changes to the date of commencement of the program are regarded as a change made by the traveller.

A reduction in the number of travellers is not considered as a change; however there may be application of annulment penalties and the price for the remaining travellers will be increased.

b. Changes made by Sapa Biking

Sapa Biking reserves the right to alter services provided in the final program in the following cases:

- The change is justified by an extreme, unexpected event. In cases such as these, prices may or may not change.
- The changes are compulsory in order to insure the security of the traveller or/and the quality of the tour. In these cases, additional costs are covered by Sapa Biking.

7) CANCELLATION OF THE TOUR PROGRAM

c. Cancellation by the traveller

In all cases of cancellation, the traveller is obliged to pay cancellation penalties, corresponding to the scale below:

i) 30% of the tour price, in cases where Sapa Biking have received notification of cancellation 5 days or more prior to the beginning of the trip;

ii) 50% of the tour price, in cases where Sapa Biking have received notification of cancellation 2 days prior to the beginning of the tour.

iii) 100% of the tour price, in cases where Sapa Biking have received notification of cancellation on the beginning day of the tour.

In case of cancellation to a tour that has already been subject to a date change by the customer, penalties will be 25% of the tour price, whatever the period of cancellation.

If the cancellation is made before the deposit is paid, a bill will be sent to the traveller, who will be obliged to pay penalties according to the conditions cited above and written on the pro forma accepted by the traveller.

Should the traveller cancel a tour after the deposit is paid, penalties will be deducted prior to reimbursement. Sapa Biking will then reimburse the traveller with the remaining amount, if applicable, by bank transfer; the traveller is obliged to cover all the bank fees.

d. Cancellation by Sapa Biking

In extreme circumstances, Sapa Biking reserves the right to cancel the tour or any part of it. Circumstances to this effect would include unpredictable, unavoidable events, making the tour impossible or dangerous for the traveller, such as war, or threat of war, rioting, acts of God, nuclear disasters, blockades, devastation, fire, terrorism, extreme weather, epidemics, quarantine, etc.

In all cases of cancellation, Sapa Biking is obliged to reimburse all members of the tour after deduction (where applicable) of cancellation costs of hotels, airlines and other booked services. Bank fees are covered by the traveller.

8) INSURANCE AND TRAVELLER RESPONSANBILITY

Prior to the commencement of the trip, it is the responsibility of the traveller to ensure that all the below requirements are met:

- Valid Passport
- Good Physical condition - vaccinations, preventive treatments etc.
- Visas - Compulsory for Vietnam, Laos and Cambodia

Should the traveller require it, Sapa Biking are prepared to assist in visa acquisition.

Persons taking part in a Sapa Biking tour are expected to have acquired international travel insurance covering a minimum of medical costs and repatriation. Agents and airline ticket vendors will usually recommend this level of insurance. The traveller is obliged to communicate all insurance details with Sapa Biking prior to commencement of the tour.

During the course of the trip, the traveller must respect any rules and regulations laid down by their Sapa Biking tour guide. Any rules put in place are to ensure the safety and security of the traveller as well as the quality of the tour program.

In the case of an unforeseen event requiring insurance intervention, Sapa Biking is committed to providing the traveller with all required assistance. Sapa Biking will do all possible to assist with administrative papers, local authorities and the insurance company.

9) LIMITATION AND EXEMPTION OF RESPONSABILITIES

Sapa Biking is committed to providing the traveller with all the services agreed and written in the tour program.

The traveller will be responsible for their own actions; any activities not included in the tour program, or any violation of local civil law is the traveller’s full responsibility.

Any cancellations due to a breach of the law on the part of the traveller will disable to the client's right to any refund from Sapa Biking.

Sapa Biking is responsible as an intermediary between the traveller and any services provided (airlines, hotels, carriers, restaurants, boats, etc). Sapa Biking is thereby committed to insure the quality of services provided. However, Sapa Biking cannot be held responsible for aforementioned service providers, which are responsible for themselves. In the event of extreme events, Sapa Biking is dissolved of responsibility.

10) SERVICES NOT USED

Sapa Biking is not obliged to reimburse services which have not been used by the traveller. Nevertheless, in the case of events related to health issues of the traveller, Sapa Biking is committed to doing our best to reimburse part or all of the costs of the cancelled services to the traveller.

11) COMPLAINTS PROCEDURE

Serious complaints regarding the quality of service provided by Sapa Biking must be done in writing and sent to Sapa Biking within 10 days from the end of the tour.

However problems can usually be resolved promptly and on the spot should the traveller inform Sapa Biking staff. In the rare event of such unfortunate circumstances, Sapa Biking will do everything in our power to provide the client with a satisfactory settlement.

In cases where Sapa Biking have given an indemnity to the traveller, the indemnity will not exceed the tour price invoiced. Full indemnity will only be applicable in serious circumstances, such as if the sequence of events has gone entirely wrong and the traveller got no satisfaction from the tour.

In all other cases, Sapa Biking reserve the right to offer compensation, or not, at our discretion.

In the highly unlikely event that an amicable arrangement cannot be made, the issue will be resolved in accordance with the civil law in the place of contract execution.

12) PAYMENT TERMS

Sapa Biking accepts payment in Euros, American dollars or Vietnam Dong.

a.    Secured online payment

Travellers are able to secure the booking by furnish the information of Passport as mentioned above.

b.    Bank transfer

Bank transfer is also an accepted means of payment. Bank details will be provided during the period of contract creation. Bank transfer fees are determined by the traveller’s bank and Sapa Biking Charges made by the client’s bank are payable by the client.

c.    Electronic payment terminal

Payment by credit card via an electronic payment terminal is only acceptable the remaining amount for the tour (not the deposit). Visa, MasterCard, American Express, JCB and Diners Club are accepted. The payment can be made directly to Sapa Biking’s agent in Hanoi or Sapa (bank fees are charged to the traveller). Fees are usually in the region of 3% with Visa and MasterCard, 3.3% for de JCB and Diners club and 4% for American express.

d.    Cash Payment

The traveller may wish to pay by cash. This can be done at Sapa Biking’s office or via a Sapa Biking representative. Cash payments are not subject to fees.

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