Terms & Condtions

TERMS AND CONDITIONS

AQUA HOSPITALITY GROUP (AHG)

 

These Terms and Conditions govern all bookings and services provided by Aqua Hospitality Group (AHG - Aqua Luxury Cruise, Aqua Of The Seas Cruise, Aqua Elegance Cruise, Aqua Legend Cruise, Aqua Classic Cruise and Ha Giang Hill Hotel). By confirming a reservation and making payment, guests acknowledge that they have read, understood and agreed to these Terms and Conditions unless otherwise stated in the Booking Confirmation.
 

1. RATES
 

All prices are quoted in United States Dollars (USD) unless otherwise specified. Payments are processed and payable in Vietnam Dong (VND) at the applicable exchange rate at the time of payment. Exchange rates are subject to change without prior notice.

Cruise rates are generally quoted per cabin unless otherwise stated in a promotion, package or special offer. Prices are subject to change without prior notice until the booking is confirmed. The final price payable will be stated in the Booking Confirmation.
 

2. SIGHTSEEING & ENTRANCE FEES
 

For cruise services, Aqua Hospitality Group is responsible for purchasing entrance and sightseeing tickets on behalf of passengers. In the event of any increase in port entrance or sightseeing fees imposed by local authorities, Aqua Hospitality Group reserves the right to apply a mandatory surcharge and will notify guests accordingly, including for reservations made in advance.
 

3. PASSENGER INFORMATION & CHECK-IN
 

For cruise services only, all passengers (including children) are required to provide their passport information at least 24 hours before the arrival date in accordance with Port Authority regulations.

Failure to provide or amend the required passenger information within the specified timeframe may result in additional charges imposed by the relevant authorities and/or service providers.

Cruise check-in time is from 11:00 AM to 12:00 PM. Guests arriving after the designated check-in time may incur additional charges for canoe or speedboat transfer services, if required.
 

4. DEPOSIT & ADVANCE PAYMENT
 

For Group Inclusive Tour (GIT) bookings, a deposit payment is required upon confirmation and may be made by bank transfer or credit card.

For Fully Independent Traveller (FIT) bookings, full payment is required at the time of reservation to secure the booking.

The required deposit amount and payment deadline will be specified in the Booking Confirmation.

5. CHILDREN POLICY
 

The adult cruise rate applies to guests aged above 10 years at the time of travel. Special rates apply to children aged 10 years and under.

- Children from 0 to 4 years old: Complimentary when sharing a cabin with parents (maximum one child per cabin). A second child will be charged according to the applicable cruise policy.

- Children from 5 to 10 years old: Child rates apply at 75% of the adult rate when sharing the same cabin with parents (maximum two children per cabin).

- Extra beds are available subject to additional charges and availability.
 

6. CANCELLATION, AMENDMENT & MODIFICATION
 

- Cancellation Policy: The applicable cancellation policy will be stated in the Booking Confirmation. No cancellation fee applies if written notice is received at least 14 days prior to the departure date unless otherwise specified. Cancellation charges may apply for cancellations made within 14 days of departure.

- Amendments & Modifications: Requests for booking amendments or modifications are subject to availability and the applicable booking conditions. For health-related circumstances, a Medical Certificate (MC) may be required.

- No-show Policy: In all cases, no-shows will be fully charged and are non-refundable.
 

7. PAYMENT METHODS
 

To complete your booking, guests are required to make either a deposit payment or full payment before the specified payment deadline.

We offer secure online payment via OnePAY Payment Gateway. A secure payment link will be sent by email for the required deposit amount, remaining balance or full payment of the booking.

All transactions are processed through SSL encryption and comply with international payment security standards. Card information is securely handled by OnePAY and is not stored on our system.

For payment processing, kindly provide:

- Full Name

- Nationality

- Residential Address (or Billing Address)

Upon successful payment, a payment confirmation email will be sent to you.

Important Notes:

- OnePAY accepts Visa, MasterCard and JCB cards. American Express (AMEX) cards are not accepted.

- Please complete payment before the deadline stated in your Booking Confirmation.

- Payment links are valid only for the amount specified in your booking.
 

8. FINAL PAYMENT
 

The remaining balance must be settled before the check-in date or by the payment deadline stated in the Booking Confirmation.

If payment is not received on time, Aqua Hospitality Group reserves the right to release or cancel the reservation and apply the applicable cancellation charges.

For bookings made through travel agents or corporate partners without approved credit facilities, payment must be made by bank transfer to Aqua Hospitality Group's designated bank account. Any bank charges incurred by the remitting bank shall be borne by the Client or Agent.

All payments must be received in full before the arrival date unless otherwise agreed in writing.
 

9. REFUND OF UNUSED SERVICES
 

No refunds or exchanges will be made for accommodation, meals, sightseeing tours, transportation or any other services included in the tour price but not utilized by the guest.
 

10. VOUCHERS & CONFIRMATIONS
 

Booking confirmations will be issued by Aqua Hospitality Group upon successful confirmation of the reservation and receipt of the required payment.

A service voucher and all necessary travel information will be sent to guests via email prior to the departure or check-in date.
 

11. FORCE MAJEURE
 

Aqua Hospitality Group shall not be liable for any delay, cancellation or modification of services caused by circumstances beyond its reasonable control, including but not limited to adverse weather conditions, natural disasters, government regulations, port authority restrictions or other force majeure events. In such circumstances, Aqua Hospitality Group will make reasonable efforts to provide suitable alternatives or assistance where possible.
 

12. GENERAL PROVISIONS
 

Aqua Hospitality Group reserves the right to amend these Terms and Conditions without prior notice. The version applicable to the guest's reservation shall be the version in effect at the time the Booking Confirmation is issued.

In the event of any discrepancy between these Terms and Conditions and the Booking Confirmation, the Booking Confirmation shall prevail.