Terms & Conditions
These Terms & Conditions apply to travel planning and booking services provided by Wellness Vietnam. By confirming a booking or making payment, you agree to these terms.
1. About These Terms
These Terms & Conditions (“Terms”) apply to travel-planning, itinerary-design, reservation, coordination and related services provided by Wellness Vietnam (“WV”, “we”, “us” or “our”) to the person making a booking and all travelers included in that booking (“you”, “your” or “traveler”).
By paying a planning fee, approving a proposal, paying a trip deposit or other travel payment, or instructing WV to confirm travel arrangements, you acknowledge that you have read, understood and agreed to these Terms on behalf of yourself and, where applicable, all travelers in your party. The person making the booking (the “Lead Traveller”) confirms that they are at least 18 years old, are authorized to act on behalf of all travelers included in the booking, and are responsible for ensuring that each traveler receives these Terms and complies with applicable payment, documentation and travel requirements.
A binding booking agreement for travel arrangements comes into effect when WV has received the required payment and issues written confirmation that the relevant services have been confirmed by the applicable Supplier(s). WV may decline a booking before confirmation where arrangements are unavailable or WV reasonably considers the booking unsuitable.
Your itinerary, proposal, invoice, booking confirmation and any supplier-specific terms provided to you form part of your agreement with WV. If a supplier imposes stricter payment, amendment or cancellation conditions for a particular service, those conditions apply to that service and will be communicated where reasonably available.
2. Wellness Vietnam's Role and Third-Party Suppliers
WV provides travel planning and coordination and may arrange or facilitate accommodation, ground transportation, guides, tours, wellness experiences, activities, rail travel, restaurant or venue reservations and other land-based travel services. WV does not book air travel. Unless expressly stated otherwise, the underlying services are provided by independent third parties (“Suppliers”), such as hotels, transport companies, guides, tour operators, spas, wellness practitioners and activity providers.
WV does not own, operate or control those Suppliers. Each Supplier may have its own terms, conditions of carriage, waivers, safety requirements, check-in rules, age restrictions, cancellation terms and liability limitations. By accepting an arrangement involving a Supplier, you agree to comply with the applicable Supplier terms.
Where disclosed in your proposal or confirmation, a reservation may be placed through a host agency, preferred-partner program, booking platform, destination management company or other travel-industry intermediary. The terms of that intermediary may also apply to the relevant booking.
3. Quotations, Availability and Prices
All proposed services, prices and availability are subject to confirmation. A quotation does not hold space unless WV expressly states that a reservation or option has been placed. Hotels, room categories, guides, transport and activities may become unavailable before payment and confirmation.
Unless otherwise stated, quotations are normally valid for 7 days and may change sooner because of Supplier availability, exchange-rate movement, taxes, government fees, fuel or transport surcharges, seasonal pricing, or other changes beyond WV’s control.
Prices will be quoted in U.S. dollars (USD) unless stated otherwise. Where a Supplier charges in another currency, the final amount may vary due to exchange-rate movements, card-provider conversion rates or bank fees. Any such third-party foreign-exchange or banking charge is the traveler’s responsibility.
After a booking is confirmed, WV will not increase its own planning fee retroactively. However, taxes, government charges, transport surcharges or Supplier-imposed increases may be passed through where they relate to the booked service and are permitted by applicable law and the Supplier’s terms.
4. Planning Fees
A planning fee may apply to custom travel design, research and itinerary development. The amount and scope will be stated before work begins and may vary according to trip length, complexity and specialist requirements.
Unless expressly stated otherwise, the planning fee is:
- payable before detailed research and custom itinerary development begins;
- separate from the cost of travel arrangements;
- non-refundable once planning work has begun, including if you later decide not to travel or not to book the proposed arrangements; and
- not a deposit toward Supplier services unless WV expressly confirms otherwise in writing.
The planning fee includes the number of revision rounds stated in your proposal or on the WV website. A “revision round” means one consolidated set of requested changes submitted at the same stage of planning. Revisions must remain within the original trip brief.
Major changes—including changes to destinations, travel dates, trip length, budget, number of travelers or the overall direction of the trip—may require a new or additional planning fee. Revision entitlement ends when you approve the itinerary for booking or when the itinerary is otherwise treated as finalized.
5. Booking and Payment Terms
5.1 Trip Deposit
To proceed from planning to confirmed travel arrangements, WV will issue a proposal or invoice stating the required trip deposit. Unless otherwise stated, the standard trip deposit is 25% of the total trip cost. A higher deposit or full payment may be required where a Supplier requires earlier or non-refundable payment; any such requirement will be advised before the relevant service is confirmed.
A booking is not confirmed until WV has received cleared funds and the relevant Supplier has confirmed the service. Payment to WV does not guarantee availability until confirmation is issued.
5.2 Final Payment
Unless otherwise stated in your proposal or invoice, the remaining balance is due 60 days before the trip start date. For bookings confirmed 60 days or less before departure, full payment is required at the time of confirmation.
Certain properties, peak-season dates, private villas, cruises, rail tickets, special events and specialist wellness experiences may require earlier final payment or non-refundable prepayment. Those terms will be advised before the relevant service is confirmed.
5.3 Late or Failed Payment
If payment is not received by the due date, WV may be unable to hold the arrangements. WV may send a payment reminder or final notice allowing a short period for the overdue amount to be paid. If payment remains outstanding after that period, WV may cancel the booking due to non-payment without requiring a separate written cancellation notice from you. Cancellation charges, Supplier penalties and non-refundable amounts applicable on the date of cancellation will apply.
5.4 Payment Costs
You are responsible for bank charges, wire fees, payment-platform fees, card conversion costs and similar third-party charges unless WV expressly states that they are included. Chargebacks or payment disputes do not cancel contractual cancellation obligations where services have already been reserved or supplied.
6. Cancellation by You
If you voluntarily cancel your trip, you must notify WV in writing. A voluntary cancellation is effective when WV receives your written notice. Cancellation due to non-payment under Section 5.3 does not require a written cancellation notice from you. The separate planning fee remains non-refundable in all cases once planning work has begun.
Unless stricter Supplier terms were disclosed for a particular service, the following standard cancellation charges apply to the total trip cost:
Written cancellation received | Standard cancellation charge
61 days or more before trip start: Non-refundable or unrecoverable Supplier charges already incurred or committed, plus any booking-specific cancellation/administration charge disclosed before confirmation; all other recoverable trip payments will be refunded
31–60 days before trip start: 50% of total trip cost, or higher actual non-refundable Supplier charges where applicable
15–30 days before trip start: 75% of total trip cost, or higher actual non-refundable Supplier charges where applicable
14 days or fewer before trip start, after trip begins, or no-show: 100% of total trip cost
If a Supplier’s non-refundable or cancellation charges are greater than the standard charge above, the Supplier’s actual charge will apply to that component. Some confirmed arrangements may be 100% non-refundable from the date of booking. WV will identify such terms when reasonably available before confirmation. Cancellation charges are calculated according to the date WV receives voluntary written cancellation or, for non-payment, the date WV cancels the booking under Section 5.3, regardless of when the booking was originally made.
Any refund due will be calculated after deducting applicable cancellation charges, amounts already paid or irrevocably committed to Suppliers, unrecoverable bank/payment costs and any other non-refundable amounts. Refunds are limited to amounts recoverable by WV from the relevant Suppliers. Refund timing may depend on when WV receives those funds back from the Supplier.
No refund is due for unused services, late arrival, early departure, voluntary itinerary deviations, missed transport, no-shows or services a traveler chooses not to use after travel has commenced.
7. Changes Requested by You
Before booking confirmation, WV will make revisions within the planning scope described in Section 4. After Supplier services have been confirmed, all changes are subject to availability and Supplier terms.
You are responsible for any fare difference, rate increase, Supplier amendment fee, cancellation/rebooking penalty and additional planning or administrative fee reasonably required to process a post-confirmation change. Some arrangements cannot be amended and must be canceled and rebooked at the current rate.
WV may decline or be unable to make requested changes close to departure. Changes requested within 30 days of the trip start date are especially limited and may be subject to additional fees or 100% Supplier penalties.
8. Changes or Cancellations by WV or a Supplier
Travel arrangements sometimes change for operational, safety, weather or availability reasons. WV or a Supplier may substitute accommodation, transport, guides, activities or routing where reasonably necessary. If confirmed accommodation becomes unavailable, WV will use reasonable efforts to arrange a comparable alternative of a similar standard and location where practicable. Any material price difference will be communicated and handled in accordance with the circumstances and applicable Supplier terms.
If a significant pre-departure service is canceled by a Supplier, WV will normally offer, where available: (a) a comparable alternative with any price difference payable or refundable as applicable; or (b) a refund of amounts actually recovered for the affected service. WV is not responsible for losses arising from independently booked flights, accommodation, visas or other arrangements that were not booked through WV.
Minor itinerary adjustments, changes in the order of activities, guide changes, restaurant substitutions and similar operational changes do not normally entitle the traveler to cancel the entire trip without charge.
9. Force Majeure and Events Beyond Control
WV is not liable for failure, delay, cancellation or changes caused by events beyond the reasonable control of WV or its Suppliers. These may include severe weather, natural disaster, flood, fire, epidemic or pandemic, public-health event, war, terrorism, civil unrest, strikes, labor disruption, border closure, governmental action, travel restrictions, infrastructure failure, transport disruption, cyber incident, utility failure or other comparable circumstances (“Force Majeure”).
If Force Majeure affects a trip, WV will assist with reasonable alternatives or recovery requests from Suppliers, but refunds are limited to amounts actually recoverable under the applicable Supplier terms. Additional costs for rerouting, new accommodation, transport, meals or other arrangements are the traveler’s responsibility unless covered by a Supplier, insurer or applicable law.
10. Travel Insurance
Comprehensive travel insurance is required as a condition of booking and must remain valid for the entire trip. At a minimum, travelers should maintain coverage appropriate to their circumstances for overseas medical expenses, emergency evacuation and repatriation, trip cancellation and interruption, travel delay and missed connections, and loss, theft or damage to baggage and personal belongings. WV may request proof of valid coverage before departure.
WV does not provide insurance advice unless specifically authorized and licensed to do so. Any general information provided about insurance is not a recommendation regarding the suitability, coverage or exclusions of a particular policy. You are responsible for reading the policy and confirming that it meets your needs.
11. Passports, Visas, Entry Requirements and Travel Advisories
Each traveler is responsible for holding a valid passport, visa, permit, onward-travel documentation and any other entry or transit documentation required for every destination on the itinerary. Names supplied to WV must match the traveler’s passport exactly.
Entry, visa, health and immigration rules can change without notice. WV may provide general destination information as a convenience, but travelers are responsible for confirming current requirements with the relevant government authorities or official sources before travel.
A traveler who is denied boarding or entry, delayed, deported or required to alter travel because of incomplete or invalid documentation is responsible for all resulting costs and is not entitled to a refund from WV for unused arrangements.
12. Health, Fitness, Wellness and Special Requirements
You must consider whether each activity is suitable for your health, mobility, fitness and experience. You should obtain professional medical advice where appropriate before participating in physical, heat-based, water-based, high-altitude, trekking, cycling, spa, fasting, dietary or other wellness activities.
Wellness services arranged through WV—including spa treatments, massage, yoga, meditation, hot springs, hydrotherapy, fitness, nutritional or other wellbeing experiences—are travel and leisure services unless expressly stated otherwise. They are not medical diagnosis or treatment, and WV does not make medical claims about their effects.
You must tell WV before booking about dietary requirements, food allergies, mobility needs, medical considerations or other requirements that materially affect the arrangements. WV will make reasonable efforts to communicate requests to Suppliers but cannot guarantee that every request can be fulfilled, that food preparation environments will be allergen-free, or that accommodation, transport and activities will meet the accessibility or safety standards familiar in the traveler’s home country.
If a traveler has a condition or limitation that could materially affect participation or require assistance beyond what a Supplier can reasonably provide, WV may request additional information or advise that a particular activity is unsuitable. The traveler remains responsible for deciding whether to participate.
13. Activities and Assumption of Risk
Travel may involve risks different from those encountered at home, including traffic conditions, uneven terrain, weather, wildlife, water activities, trekking, cycling, remote areas and differing safety or medical standards. By choosing to participate, you acknowledge the ordinary and inherent risks associated with your itinerary and activities.
Travel conditions and infrastructure in Vietnam may differ from those in the traveler’s home country. In rural, remote or locally operated accommodation, temporary interruptions to electricity, hot water, air-conditioning, internet access or other services may occur, and road, pavement, building and safety standards may vary. Such conditions do not necessarily constitute a failure by WV to provide the booked arrangements.
Some Suppliers may require a separate waiver or release before participation. Refusal to sign a Supplier’s required waiver may result in the traveler being unable to participate, without refund from WV.
14. Traveler Conduct
Travelers must comply with applicable laws, Supplier rules and reasonable safety instructions. WV or a Supplier may refuse or terminate a traveler’s participation if the traveler’s conduct is unlawful, abusive, threatening, unsafe, materially disruptive, or places the traveler or others at risk.
A traveler removed from an arrangement for such conduct is responsible for resulting costs and is not entitled to a refund for unused services.
15. Baggage, Personal Property and Independent Arrangements
Travelers are responsible for their passports, money, valuables, electronics, medication and personal belongings. Baggage limitations and liability are governed by the relevant transport provider’s terms.
WV does not book flights. Any international or domestic flights, and any other services booked independently by the traveler, are outside WV’s booking responsibility. WV may provide general routing or scheduling suggestions for itinerary-planning purposes, but the traveler is responsible for booking, checking and managing all air travel directly with the relevant airline or booking provider.
If a flight or other independently booked service is delayed, canceled, rescheduled or results in a missed connection and this affects the confirmed WV itinerary, WV will make reasonable efforts to assist with rearranging affected land services where possible. Any additional accommodation, transport, guide, activity, Supplier amendment or cancellation charges, replacement-service costs, or losses resulting from the disruption are the traveler’s responsibility. Refunds for missed or unused WV-booked services will be limited to amounts recoverable under the relevant Supplier terms. Travelers should seek reimbursement for eligible losses through their travel insurance provider.
16. Liability
WV will exercise reasonable care in selecting and coordinating travel services. To the maximum extent permitted by applicable law, WV is not responsible for the acts, omissions, negligence, insolvency, default or failure of independent Suppliers, nor for injury, loss, damage, delay or expense caused by events outside WV’s reasonable control.
Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited. Subject to that qualification, and except in cases of WV’s fraud, willful misconduct or gross negligence where such limitation is prohibited, WV’s aggregate liability arising from its own services will not exceed the amount of planning and service fees actually paid directly to WV for the booking giving rise to the claim.
WV is not liable for indirect, incidental, special or consequential losses such as loss of enjoyment, loss of opportunity, lost income, independently booked travel costs or similar economic losses, except where applicable law provides otherwise.
17. Complaints and Problems During Travel
If a problem arises during travel, notify the relevant Supplier and WV as soon as reasonably possible so that there is an opportunity to assist or correct the issue. Failure to report a problem promptly may reduce the ability to provide a remedy.
After travel, any complaint should be submitted to WV in writing within 30 days of the trip end date and should include relevant supporting information. WV will review the matter and, where appropriate, liaise with the Supplier. This clause does not shorten any non-waivable statutory rights.
18. Personal Information
WV may collect and share personal information reasonably required to plan and operate your trip, including names, passport details, contact information, dietary information and other travel requirements. Information may be shared with Suppliers, booking intermediaries and service providers in Vietnam or other countries where necessary to deliver the arrangements.
By providing personal information for another traveler, you confirm that you are authorized to provide it for the purpose of arranging travel. WV will handle personal information in accordance with its Privacy Policy and applicable law.
19. Communications and Accuracy of Information
You are responsible for reviewing proposals, names, dates, room categories, services, prices and booking details promptly and notifying WV of any error. WV is not responsible for costs caused by incorrect information supplied by the traveler or by a traveler’s failure to identify an error after receiving confirmation.
Email and electronic communications are acceptable methods for notices, approvals, confirmations and cancellation requests. You are responsible for providing current contact details and monitoring communications relating to your trip.
20. Minors
A parent or legal guardian must contract on behalf of any traveler under 18 and is responsible for ensuring that the minor meets Supplier age, supervision and activity requirements. Certain wellness or adventure activities may have minimum ages or require parental consent.
21. Governing Law and Disputes
These Terms govern the contractual relationship between the traveller and Wellness Vietnam and are governed by the laws of the State of Colorado, United States, except where mandatory consumer-protection laws provide otherwise.
If a dispute arises between the traveller and Wellness Vietnam, both parties agree to first make a reasonable effort to resolve the matter directly.
Services provided by third-party suppliers may be subject to the supplier’s own terms, conditions and applicable local laws. Any dispute arising directly from a supplier’s services may therefore be subject to the terms and jurisdiction applicable to that supplier.
22. General Provisions
If any provision of these Terms is found unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by law. WV’s failure to enforce a provision on one occasion does not waive the right to enforce it later.
These Terms, together with the accepted proposal, invoice, itinerary, booking confirmation, Supplier terms and any written addenda, constitute the agreement relating to the booking. A booking-specific written term will prevail over these general Terms to the extent of a direct conflict.
WV may update these Terms from time to time. The version accepted when your booking is confirmed will ordinarily govern that booking unless a change is required by law or you expressly agree to a later version.