Throughout more than 15 years of serving travelers, Saigon Star Travel has consistently prioritized transparency, reliability, and convenience in every stage of our service process. The following cancellation and refund policy is provided to help our valued customers understand their options, plan with confidence, and protect their interests should travel arrangements need to change.
1. GENERAL PRINCIPLES
- Tour cancellation requests must be submitted in writing or via an official email.
- Cancellation charges are calculated based on the time between the cancellation date and the scheduled departure date.
- Certain pre-booked services, including airline tickets, hotels, restaurants, and attraction tickets, may be non-refundable depending on the individual supplier's terms and conditions.
- Refund processing is generally expected to take between 7 and 14 business days from the date the cancellation is officially confirmed.
2. THREE-STEP TOUR CANCELLATION PROCESS
To ensure that your cancellation request is processed efficiently, accurately, and with minimal additional costs, please follow the three steps below:
Step 1
Submit Your Tour Cancellation Request
Send us an email or written cancellation request including your booking reference, full name, departure date, telephone number, reason for cancellation, and your preferred option: refund or booking credit.
Step 2
Confirmation of Cancellation Charges
Saigon Star Travel will review your booking conditions and the policies of the relevant service providers. We will then provide written confirmation of the applicable cancellation fee, refundable amount or booking credit, together with the estimated processing time.
Step 3
Refund or Booking Credit
Once you confirm your preferred option, Saigon Star Travel will proceed accordingly. Refunds will be transferred to the bank account provided. If booking credit is selected, we will issue confirmation together with instructions for using the credit toward a future tour.
Important: Airline tickets, hotel reservations, and other pre-booked services may contain non-refundable components according to supplier policies. Any such charges will be clearly communicated during the cancellation review process.
3. CANCELLATION POLICY FOR CUSTOMER-INITIATED CANCELLATIONS
3.1 DOMESTIC TOURS
| Cancellation Period Before Departure |
Cancellation Fee |
| More than 30 days |
No cancellation fee or deposit may be retained as credit for a future tour |
| 20–29 days |
30% of the total tour value |
| 10–19 days |
50% of the total tour value |
| 5–9 days |
70% of the total tour value |
| 3–4 days |
100% of the total tour value |
- Requests to change the tour date may result in additional charges depending on availability and the status of confirmed services.
- Airline tickets are subject to the cancellation, change, and passenger-name policies of the applicable airline.
3.2 INTERNATIONAL TOURS
| Cancellation Period Before Departure |
Cancellation Fee |
| More than 45 days |
No cancellation fee or deposit may be retained as credit for a future tour |
| 30–44 days |
50% of the total tour value |
| 15–29 days |
80% of the total tour value |
| 7–14 days |
100% of the total tour value |
Airline tickets are subject to the applicable airline's own terms and conditions. Cancellation or change fees may vary depending on the fare class, ticket issuance date, airline rules, and specific tour conditions.
4. REFUND POLICY
- Refunds are processed only when the cancellation request meets the applicable conditions and has been confirmed by Saigon Star Travel.
- Approved refunds will normally be processed via bank transfer within approximately 7 to 14 business days.
- Where applicable, customers may choose to retain their deposit as booking credit for up to 6 months for use toward a future tour.
5. CANCELLATION BY SAIGON STAR TRAVEL
- If a tour must be cancelled due to circumstances beyond reasonable control, such as natural disasters, epidemics, safety incidents, or requirements imposed by competent authorities:
- Saigon Star Travel will assist customers in rescheduling the tour to a suitable alternative date.
- Refunds may be processed after reconciliation of the booking and deduction of any non-refundable charges imposed by service providers, where applicable.
- If cancellation is caused by Saigon Star Travel's internal operational reasons, 100% of the deposit received will be refunded.
- For shared or group-departure tours, cancellation may apply when the minimum required number of participants stated in the applicable tour conditions is not reached.
6. FORCE MAJEURE & EXCEPTIONAL CIRCUMSTANCES
If you are unable to participate in the tour due to serious and unexpected circumstances such as severe illness, an accident, or bereavement, Saigon Star Travel will review the situation on a case-by-case basis and make reasonable efforts to provide a flexible solution where possible.
Customers may be required to provide appropriate supporting documentation for the request to be reviewed.
7. IMPORTANT INFORMATION
- Cancellation charges may vary depending on the specific tour and the status of services already confirmed with suppliers.
- Air tickets, train tickets, hotel reservations, attraction tickets, and other third-party services are subject to the individual cancellation and refund policies of their respective providers.
- Group customers are encouraged to notify Saigon Star Travel of any changes as early as possible to minimize additional costs.
8. TOUR CANCELLATION EMAIL TEMPLATE
You may copy the template below and send your cancellation request to: info@saigonstartravel.com. Providing complete and accurate information will help us verify your booking and process your request more efficiently.
Subject: Tour Cancellation Request - [Booking Reference] - [Full Name] Dear Saigon Star Travel Team, I would like to submit a request to cancel my tour booking. Full Name: [Full Name] Phone Number: [Phone Number] Booking Email: [Email Address] Booking / Order Reference: [Booking Reference] Tour Name: [Tour Name] Departure Date: [DD/MM/YYYY] Number of Travelers: [Number of Adults] adult(s), [Number of Children] child/children (if applicable) Reason for cancellation: [Please provide your reason] My preferred option: [ ] Refund according to the applicable cancellation policy [ ] Retain my deposit / tour value as credit for a future booking Refund Information (if requesting a refund): Account Holder Name: [Account Holder] Bank Account Number: [Account Number] Bank Name: [Bank Name] Branch (if applicable): [Branch] I confirm that the information provided above is accurate and acknowledge that my cancellation request is subject to the cancellation and refund policies of Saigon Star Travel and the relevant third-party service providers, where applicable. Kind regards, [Full Name]
9. CONTACT SAIGON STAR TRAVEL
