I. TOUR PRICE The tour price is calculated in Vietnamese Dong (VND). If customers pay in USD, the amount will be converted to VND based on the exchange rate of the bank. The tour price only includes the items explicitly listed in the “Inclusions” section of the tour programs. Top Ten Travel is not obligated to cover any costs not specified in the “Inclusions” section. II. TOUR CANCELLATION, REFUNDS, AND CANCELLATION FEES 1. Cancellation by Top Ten Travel If Top Ten Travel is unable to conduct the tour, the company must promptly notify the customer and refund the full amount paid by the customer within 1 working day from the cancellation announcement, either in cash or via bank transfer. 2. Cancellation by the Customer 2.1 DOMESTIC TOURISTS 2.1.1 HOLIDAYS, TET, AND MAJOR TOURISM EVENTS - If customers cancel the tour immediately after booking due to reasons such as illness or unexpected family issues, they must provide relevant documents and send an email or letter with related content to Top Ten Travel as soon as possible. We will negotiate with service providers to refund as much of the tour cost as possible. Top Ten Travel will handle all procedures to transfer the tour to another customer if there is demand, minimizing cancellation costs. - If customers cancel the tour after booking and notify Top Ten Travel, the following regulations apply: +) Cancellation 10 days or more before departure (based on working days): 30% penalty on the land tour cost; airfare and train tickets follow the policies of the respective transportation providers. +) Cancellation 1 week before departure: 40% penalty on the land tour cost; airfare and train tickets follow the policies of the respective transportation providers. +) Cancellation 3 days before departure: 80% penalty on the land tour cost; airfare and train tickets follow the policies of the respective transportation providers. +) Cancellation 2 days or less before departure: 100% penalty on the land tour cost; airfare and train tickets follow the policies of the respective transportation providers. - If customers wish to change the departure date after booking and notify Top Ten Travel, our responsibilities are as follows: +) We will make every effort to check service availability and change the date free of charge. If the trip involves airfare or train tickets, date changes will follow the policies of the respective transportation providers. +) If no services are available for the new date, customers must bear penalties as per the cancellation rules in section (2.1.1). - If customers cancel the tour within 3 days before departure without prior notice, or arrive late after the departure time requiring cancellation, they will incur a 100% penalty on the tour price. 2.1.2 REGULAR DAYS - If customers cancel the tour immediately after booking due to reasons such as illness or unexpected family issues, they must provide relevant documents and send an email or letter with related content to Top Ten Travel as soon as possible. We will negotiate with service providers to refund as much of the tour cost as possible. Top Ten Travel will handle all procedures to transfer the tour to another customer if there is demand, minimizing cancellation costs. - If customers cancel the tour after booking and notify Top Ten Travel, the following regulations apply: +) Cancellation 10 days or more before departure (based on working days): 20% penalty on the land tour cost; airfare and train tickets follow the policies of the respective transportation providers. +) Cancellation 1 week before departure: 30% penalty on the land tour cost; airfare and train tickets follow the policies of the respective transportation providers. +) Cancellation 3 days before departure: 70% penalty on the land tour cost; airfare and train tickets follow the policies of the respective transportation providers. +) Cancellation 2 days or less before departure: 100% penalty on the land tour cost; airfare and train tickets follow the policies of the respective transportation providers. - If customers wish to change the departure date after booking and notify Top Ten Travel, our responsibilities are as follows: +) We will make every effort to check service availability and change the date free of charge. If the trip involves airfare or train tickets, date changes will follow the policies of the respective transportation providers. +) If no services are available for the new date, customers must bear penalties as per the cancellation rules above. - If customers cancel the tour within 3 days before departure without prior notice, or arrive late after the departure time requiring cancellation, they will incur a 100% penalty on the tour price. 2.1.3 PAYMENT AFTER CANCELLATION After cancellation, customers must claim their refund within 30 days and provide a bank account for the transfer. Customers bear the bank transfer fees. Refunds will only be processed within this timeframe. 2.1.4 ONLINE TOUR PURCHASES ON TOP TEN TRAVEL’S WEBSITE For online payments, customers’ cancellations, refunds, or tour changes follow the above regulations, with customers bearing the bank transfer fees for cancellations. 2.1.5 FORCE MAJEURE If the tour is canceled or altered by either party due to force majeure (fire, weather, accidents, natural disasters, war, etc.), neither party will be liable for compensation of losses incurred or bear any legal responsibility. However, each party is responsible for making maximum efforts to assist the affected party in minimizing losses caused by force majeure. 2.2 INTERNATIONAL TOURISTS 2.2.1 HOLIDAYS, TET, AND MAJOR TOURISM EVENTS - If customers cancel the tour immediately after booking due to reasons such as illness or unexpected family issues, they must provide relevant documents and send an email or letter with related content to Top Ten Travel as soon as possible. We will negotiate with service providers to refund as much of the tour cost as possible. Top Ten Travel will handle all procedures to transfer the tour to another customer if there is demand, minimizing cancellation costs. - If customers cancel the tour after booking and notify Top Ten Travel, the following regulations apply: +) Cancellation 20 days or more before departure (based on working days): 100% penalty on the deposit. +) Cancellation 7–19 days before departure: 50% penalty on the tour price. +) Cancellation 4–6 days before departure: 80% penalty on the tour price. +) Cancellation 2–3 days before departure: 90% penalty on the tour price. +) Cancellation 1 day or less before departure: 100% penalty on the tour price. - If customers wish to change the departure date after booking and notify Top Ten Travel, our responsibilities are as follows: +) We will make every effort to check service availability and change the date free of charge. If the trip involves airfare or train tickets, date changes will follow the policies of the respective transportation providers. +) If no services are available for the new date, customers must bear penalties as per the cancellation rules in section (2.2.1). - If customers cancel the tour within 3 days before departure without prior notice, or arrive late after the departure time requiring cancellation, they will incur a 100% penalty on the tour price. 2.2.2 REGULAR DAYS - If customers cancel the tour immediately after booking due to reasons such as illness or unexpected family issues, they must provide relevant documents and send an email or letter with related content to Top Ten Travel as soon as possible. We will negotiate with service providers to refund as much of the tour cost as possible. Top Ten Travel will handle all procedures to transfer the tour to another customer if there is demand, minimizing cancellation costs. - If customers cancel the tour after booking and notify Top Ten Travel, the following regulations apply: +) Cancellation 5–8 days before departure: 50% penalty on the tour price. +) Cancellation 2–4 days before departure: 90% penalty on the tour price. +) Cancellation 1 day or less before departure: 100% penalty on the tour price. - If customers wish to change the departure date after booking and notify Top Ten Travel, our responsibilities are as follows: +) We will make every effort to check service availability and change the date free of charge. If the trip involves airfare or train tickets, date changes will follow the policies of the respective transportation providers. +) If no services are available for the new date, customers must bear penalties as per the cancellation rules in section (2.2.1). If customers wish to switch to another tour, they must notify us 10 days before departure and incur a 20% penalty on the deposit. Notes: - If the tour is canceled due to objective reasons such as natural disasters, epidemics, or delays/cancellations of public transportation, Top Ten Travel will not be liable for additional compensation beyond refunding the tour cost. - The above cancellation penalties are the maximum, including costs related to trip preparations. These may be reduced depending on the conditions of each service provider for Top Ten Travel. - Due to the complexity of visa applications, the above cancellation conditions do not apply to tours to Europe, Australia, the USA, Russia, Japan, Korea, Egypt, or South Africa. These programs have separate cancellation policies provided to customers upon purchase. III. TOUR PRICE FOR CHILDREN - Children under 5 years old: Free of charge (sharing meals and sleeping with parents). Two adults can accompany only 1 child under 5; the second child and beyond must purchase 50% of the tour price. - Children aged 5–9 years: 50% of the tour price (separate meals, sharing a bed with parents). Two adults can accompany only 1 child aged 5–9; the second child and beyond must purchase a single bed rate (however, some programs charge 75–80% for children). - Children 10 years and older: Full tour price (same as adults). - Airfare, train tickets, and public transportation: Purchased according to the policies of the respective transportation providers. SPECIAL REQUESTS DURING THE TOUR Any special requests must be communicated to Top Ten Travel at the time of registration via email, letter, fax, or in person. Top Ten Travel will confirm the information and attempt to accommodate these requests within its capacity but will not be responsible for any refusal of services by transportation providers, hotels, restaurants, or other independent service providers. All such information will be communicated to customers before departure. ACCOMMODATION SERVICES (HOTELS, RESORTS, HOMESTAYS, VACATION COMPLEXES) Accommodation is provided based on contracts between Top Ten Travel and the facilities. Hotel standards correspond to the “Inclusions” section of the purchased tour program. If changes are necessary for any reason, the replacement hotel will match the original standard and customers will be informed before departure. Special requests should be communicated to Top Ten Travel in advance and will be fulfilled based on the hotel’s availability, with customers covering any additional costs (if applicable). Top Ten Travel reserves the right to decline these requests if the hotel refuses to provide the service. All such information will be communicated to customers before departure. Check-in times vary by hotel but are typically after 13:00. TRANSPORTATION SERVICES Transportation depends on the specific tour program. Top Ten Travel commits to adhering to the standards outlined in the “Inclusions” section or accompanying tour contract. For programs using public transportation, Top Ten Travel reserves the right to notify customers in advance of schedule changes (if time permits) to align with provider requirements. Top Ten Travel is not liable for compensation or legal responsibility for material or emotional damages due to delays in public transportation schedules or delays caused by customers. Top Ten Travel will only assist in minimizing economic losses for customers. VII. PERSONAL LUGGAGE DURING THE TRIP Customers are responsible for managing their personal luggage and belongings throughout the trip. If luggage is lost or misplaced, Top Ten Travel will assist customers in contacting and reporting to relevant authorities to locate it. Compensation for lost or misplaced luggage will follow the policies of the service providers or insurance companies (if applicable). VIII. TRAVEL INSURANCE The all-inclusive tour price includes insurance with a maximum compensation of 50,000,000 VND for Vietnamese customers and 50,000 USD for foreign customers. Insurance for elderly individuals will be agreed upon per trip and specified in the “Inclusions” section. Any compensation (if applicable) will be handled by the insurance provider according to its regulations and policies for travel insurance. TOUR REGISTRATION INFORMATION Customers can register and pay for the tour in person or through a representative, or transfer the tour payment to the two Top Ten Travel offices listed in Section II. Top Ten Travel is only responsible for providing trip information to the person registering directly, their representative, or those contacting via email or purchasing online through the Top Ten Travel website. We bear no responsibility if the representative fails to relay or inaccurately conveys trip information to the customer. RESPONSIBILITIES OF BOTH PARTIES AND OTHER COMMITMENTS TOP TEN TRAVEL’S RESPONSIBILITIES - Ensure all services are provided as outlined in the program. - Collect customer information for tour operations, group insurance, temporary residence registration at accommodations, and fulfilling requirements at visited sites. - Store customer personal information internally (for tax reporting and travel business results). - Allow customers to request updates to their personal information for future use of Top Ten Travel services. - Commit to protecting customer personal information. - Provide full information and regulations about the trip before departure. CUSTOMER’S RESPONSIBILITIES - Ensure registration information is accurate and directly contact Top Ten Travel for updates if changes occur. We are not responsible for issues arising from inaccurate information (providing information is entirely voluntary). - Bring all necessary identification documents during the trip, such as ID cards, passports, birth certificates (for children), or marriage certificates (for customers booking only hotel services). For overseas Vietnamese using passports or Green Cards, t-they must bring valid visas and Vietnam re-entry permits. - If customers bring children under 15 (not their own) on the trip, they must provide a parental authorization letter certified by local authorities. - Make full payment on time. - During the trip, customers must follow the program and not leave the group without permission. Any changes must be reported to the guide or Top Ten Travel representative. +) Top Ten Travel reserves the right to alter the itinerary or cancel the trip at any time if deemed necessary for customer convenience or safety (customer safety is the top priority in itinerary changes). +) In case of disputes during implementation, resolution will be sought through negotiation. If negotiation fails, the matter will be brought to court per current legal regulations, with the losing party bearing all related costs.