At Saigon Star Travel, customer satisfaction, confidence, and peace of mind are at the heart of our service. The policy below explains our procedures for service confirmation, delivery of travel documents, tour vouchers, contracts, invoices, and other supporting materials provided when customers use our travel services.
Following these document delivery procedures helps protect customer rights while allowing Saigon Star Travel to maintain consistent, professional, and transparent service standards throughout our operations.
1. DOCUMENT DELIVERY METHODS
1.1 COLLECTION AT SAIGON STAR TRAVEL OFFICES
After completing the booking and required payment, customers may collect travel documents directly from a Saigon Star Travel office. Documents may include booking confirmations, contracts, invoices, tour materials, and other relevant travel documents.
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Head Office:
1224/31 National Highway 22, Trung My Tay Ward, District 12, Ho Chi Minh City, Vietnam
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To Ky Office:
A33 To Ky Street, Tan Chanh Hiep Ward, District 12, Ho Chi Minh City, Vietnam
1.2 ELECTRONIC DELIVERY VIA EMAIL
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This method is suitable for customers located outside Ho Chi Minh City or customers who require documents quickly. Tour booking confirmations, detailed itineraries, contracts, and VAT invoices where applicable may be delivered electronically in PDF format.
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Electronic documents are issued and verified according to Saigon Star Travel's internal procedures to support booking reconciliation and use during the relevant travel service process.
1.3 DELIVERY BY COURIER
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This option is available for group customers, corporate clients, and customers who require original or hard-copy documents to be delivered to a specified address.
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Estimated delivery time is approximately 1 to 3 business days depending on the destination and courier service conditions.
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Any applicable courier or delivery fee will be communicated to the customer before dispatch.
1.4 DOCUMENT HANDOVER AT THE TOUR PICK-UP POINT
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Where necessary, Saigon Star Travel may arrange for booking confirmations or relevant travel documents to be handed over at the designated tour pick-up point before departure.
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Our operations team will provide specific instructions regarding the handover time, responsible representative, recipient, and documents to be delivered.
Important: Saigon Star Travel only delivers documents through the official channels described above. Customers are requested to verify the recipient's information and selected delivery method carefully to avoid errors, delays, or misdelivery.
2. DOCUMENT DELIVERY TIME
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Individual customers: Documents are generally issued or delivered within approximately 1 to 3 business days after payment and service confirmation have been completed.
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Group and corporate customers: Document delivery follows the agreed schedule specified in the relevant service contract or booking agreement.
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If delivery is delayed due to circumstances beyond reasonable control, including natural disasters, epidemics, courier disruptions, transportation restrictions, or regulatory requirements, Saigon Star Travel will inform customers as soon as reasonably possible and coordinate appropriate support.
3. RESPONSIBILITIES OF THE PARTIES
3.1 RESPONSIBILITIES OF SAIGON STAR TRAVEL
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Ensure that documents and materials provided to customers are complete and consistent with the information recorded in the booking.
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Protect customer information during document preparation, delivery, and storage in accordance with applicable internal procedures.
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Guide customers in reviewing their travel documents and confirming important information upon receipt.
3.2 RESPONSIBILITIES OF CUSTOMERS
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Provide complete and accurate personal information, delivery address, email address, telephone number, and other contact details required for document delivery.
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Carefully review booking confirmations, contracts, itineraries, tickets, invoices, and other documents immediately upon receipt.
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Notify Saigon Star Travel promptly if any document contains incorrect information, is missing, or has not been received as expected.
4. IMPORTANT INFORMATION
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Saigon Star Travel does not authorize document delivery through unverified or unauthorized third parties.
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Saigon Star Travel cannot accept responsibility for disputes or losses arising from document delivery arrangements made outside our official channels without prior authorization.
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If an error or discrepancy is discovered, customers are requested to notify Saigon Star Travel within 24 hours of receiving the documents so that our team can provide timely assistance.
5. CONTACT SAIGON STAR TRAVEL
For questions regarding our travel document delivery and service confirmation policy, please contact Saigon Star Travel through the following official channels:
Saigon Star Travel is committed to maintaining transparent document delivery procedures, providing timely assistance when issues arise, and protecting the legitimate interests of our customers throughout their use of our travel services.
