Thank you for booking your trip with VivuPhuQuoc.com, your trusted local partner for exploring the stunning island of Phu Quoc.
We understand that travel plans can change — sometimes unexpectedly. This Refund and Returns Policy clearly explains how we handle cancellations, changes, and refunds to ensure a fair and smooth process for both travelers and our local service providers.
By confirming your booking with VivuPhuQuoc.com, you agree to the terms outlined in this policy.
1. Purpose of This Policy
Our aim is to make every booking transparent, reliable, and worry-free. We value honesty, flexibility, and mutual respect between guests and our partners.
This policy explains:
- When you are eligible for a refund.
- How to request cancellations or modifications.
- Processing time for refunds.
- Situations where refunds may not be available.
Please read this carefully before finalizing your booking.
2. Who We Are
VivuPhuQuoc.com is a licensed local travel service based on Phu Quoc Island, Vietnam. We specialize in daily tours, island-hopping, and custom packages that allow travelers to experience Phu Quoc’s best beaches, culture, and cuisine.
We connect guests with verified, experienced operators — including drivers, guides, restaurants, and boat crews — to deliver safe, fun, and memorable experiences.
3. Definitions
To avoid confusion:
- “Tour” refers to any travel package, activity, or service booked through VivuPhuQuoc.com.
- “Guest” or “You” means the person making or joining the booking.
- “Refund” means the repayment made to you after an eligible cancellation.
- “Daily Tour” refers to any one-day or half-day tour operated by VivuPhuQuoc.com.
4. General Refund Principles
We believe in a flexible yet fair policy that balances guest convenience with the costs our local partners incur.
- Refunds are based on how much notice is given before the tour starts.
- Refunds are always processed via the same payment method used for booking.
- Any refund may include minor deductions for administrative or bank transaction fees.
- Some services (like attraction tickets or meals) may be non-refundable once confirmed.
5. Cancellation by the Guest
We understand that your schedule may change — weather, family emergencies, or unexpected issues happen.
Here’s how cancellations work for each tour type:
A. Daily Tours
At VivuPhuQuoc.com, we aim to make your trip stress-free. That’s why our Daily Tours can be canceled up to 3 hours before departure, and you will still receive a refund.
- Cancellation more than 3 hours before the tour starts:
→ Full refund, minus 3% transaction fee (if any). - Cancellation less than 3 hours before the tour starts:
→ Refunds may not be guaranteed, but we will still try our best to support you, depending on the situation (e.g., if the vehicle or boat has not yet departed).
B. Multi-Day Tours or Packages
For multi-day programs involving hotels and multiple services:
- More than 7 days before departure: Full refund (minus 5% admin fee).
- 3–7 days before: 50% refund.
- Less than 72 hours before: No refund, since hotels, meals, and transport are already arranged.
C. No-Shows
If you fail to show up at the meeting point or do not join the tour without prior notice, this is considered a no-show, and no refund will be issued.
We encourage guests to notify our team as soon as possible if they expect any delay.
6. Booking Modifications
We value flexibility — most bookings can be modified depending on availability.
- Change of date/time (more than 3 hours before Daily Tour): Free of charge.
- Change within 3 hours: We’ll assist if possible, but availability may be limited.
- Changes to multi-day tours (within 72 hours): Subject to partner approval and possible fee.
If your new booking is higher in cost, you’ll pay only the price difference. If it’s lower, we’ll refund the difference.
7. Cancellation by VivuPhuQuoc.com or Partners
In rare cases, we or our partners may have to cancel a tour due to:
- Bad weather or unsafe sea conditions
- Technical issues with transportation or boats
- Force majeure (storms, floods, government restrictions)
- Minimum number of participants not reached
If this happens:
- You’ll receive a full refund, or
- You may reschedule or exchange for another available tour of equal value.
We will always inform you as soon as possible and help arrange an alternative.
8. Non-Refundable Items
Certain costs are non-refundable once confirmed:
- Attraction tickets (VinWonders, Safari, cable car, etc.)
- Confirmed meals or set menus
- Private transportation assigned to your group
- Hotel stays with non-refundable rates
- Bank or payment gateway fees
These items will be deducted from the total refund amount if applicable.
9. Special Circumstances (Force Majeure)
If your cancellation is due to uncontrollable events such as:
- Natural disasters, severe weather
- Government lockdown or travel ban
- Illness or emergency with official proof
We will review each case carefully. You can choose between:
- A partial refund (after deducting actual costs already paid), or
- A credit voucher valid for up to 12 months to rebook your trip later.
Our goal is always to treat guests fairly while protecting the livelihoods of our local staff and partners.
10. How to Request a Refund
To cancel or request a refund:
- Send an email to: trips@vivuphuquoc.com
- Include:
- Your booking ID or order number
- Full name and contact info
- Tour name and date
- Reason for cancellation
Our team will review and confirm your request within 1–2 business days.
Refunds are usually processed within:
- 3–7 working days for local payments (bank transfer, Momo, ZaloPay)
- 7–14 working days for PayPal or credit card transactions
All refunds are returned using the same payment method you used at booking.
11. Late or Missing Refunds
If your refund hasn’t arrived after the expected period:
- Recheck your bank or PayPal account.
- Contact your bank or credit card company — sometimes it takes extra time.
- If the issue remains, contact us at trips@vivuphuquoc.com or via WhatsApp +84 0988 819 461 and we’ll help resolve it immediately.
12. Group and Private Bookings
For private groups or customized itineraries, refund conditions may differ depending on contracts with hotels or boat operators.
These specific conditions will be clearly stated in your quotation or invoice before payment. Once confirmed, those terms apply.
13. Partial Services Not Used
If you decide to skip part of a tour (for example, not joining lunch or one island stop), refunds are not available for unused portions.
However, we may offer a discount or future credit as a gesture of goodwill if reasonable.
14. Refund for Overpayment or System Error
If you accidentally make a duplicate payment or are overcharged by mistake, we’ll verify the transaction and issue a full refund of the excess amount within 5 working days.
15. Refund Method and Currency
Refunds are made in Vietnamese Dong (VND) or in the original payment currency.
Please note:
- Exchange rate differences or third-party transaction fees are beyond our control.
- The amount you receive may differ slightly depending on your bank’s conversion rate.
16. Credit Vouchers and Rescheduling
If you prefer not to cancel your booking, we offer credit vouchers for future use:
- Valid for 12 months from the date of issue.
- Can be applied to any future tour or activity.
- If your new booking is higher, pay only the difference.
- If it’s lower, your remaining credit stays valid.
We want you to enjoy Phu Quoc whenever you’re ready.
17. Customer Responsibilities
To help ensure smooth processing:
- Provide accurate details when booking.
- Review your tour date, time, and pickup location carefully.
- Contact us early if you wish to modify or cancel.
- Keep booking confirmation and payment proof.
Failure to do so may result in delays or reduced refund eligibility.
18. Contact Information
For any cancellation, refund, or support, please contact our team directly:
📩 Email: trips@vivuphuquoc.com
📞 Phone & WhatsApp: +84 0988 819 461
🌐 Website: https://vivuphuquoc.com
📍 Address: Phu Quoc Island, Kien Giang, Vietnam
We’re available daily from 7:00 AM to 9:00 PM (GMT+7) to assist you quickly and kindly.
19. Policy Updates
This policy may be updated occasionally to reflect operational or legal changes.
The latest version will always be posted on our website, with the update date clearly stated at the top.
We encourage you to review it periodically to understand your rights and our commitments.
20. Our Promise
At VivuPhuQuoc.com, our philosophy is simple:
“Fairness and flexibility for every traveler.”
We are travelers ourselves, and we know how valuable your time and trust are. Our refund policy is designed to give you confidence — knowing that if plans change, our team will support you honestly and transparently.
Whether you’re joining a Daily Tour or a custom workation trip, your satisfaction is always our priority.
Book with Confidence at VivuPhuQuoc.com
Flexible. Transparent. Trusted by travelers across the world.
We look forward to welcoming you to Phu Quoc!