Last Updated: 17 August 2026
VINADAY GOREISE CO., LTD ("VINADAY GOREISE", "GOREISE", "VGG", "we", "us", or "our") aims to provide clear, reliable and transparent booking services to our customers.
We understand that travel plans may change. This Refund Policy explains when a booking may be cancelled, when a refund may be available, and how refund requests are handled.
This Refund Policy applies to eligible Tours, Activities, Hotel and Resort Packages booked directly through GOREISE.
Flights, cruises and certain third-party travel services may be subject to the cancellation and refund policies of the relevant airline, cruise operator, hotel, tour operator or other service provider. Where a supplier's specific cancellation terms apply, those terms will be shown during the booking process or stated in your booking confirmation.
1. General Cancellation and Refund Conditions
Cancellation and refund conditions may vary depending on the tour, activity, accommodation, package, promotional rate or supplier selected.
The cancellation policy applicable to your booking will normally be displayed on the relevant product page and/or your booking confirmation.
Where specific cancellation terms are provided for a booking, those specific terms will take priority over this general Refund Policy.
Tours and Activities
For tours and activities, cancellation conditions vary by product.
Where a tour is subject to our standard cancellation policy:
- Cancellations made 3 days or more before the scheduled travel date may be subject to a 20% cancellation charge.
- Cancellations made within 24 hours of the scheduled travel date or departure time are non-refundable.
- No-shows, failure to arrive at the confirmed meeting point, or failure to be available for an arranged pickup are non-refundable.
Certain tours, private arrangements, tickets, cruises, speedboat services, special events, promotional bookings or supplier-controlled products may have different or stricter cancellation conditions.
Please review the cancellation policy displayed for the specific product before completing your booking.
Hotel and Resort Packages
Hotel and resort bookings may have different cancellation deadlines depending on the property, room type, rate plan and travel dates.
Some promotional, discounted, peak-season or non-refundable rates may not qualify for cancellation or refund.
Where a hotel or resort booking is supplied by a third party, the supplier's cancellation policy will apply.
2. Change of Mind
A change of mind does not automatically qualify for a refund.
If you wish to cancel a booking, the cancellation must be made within the cancellation period applicable to that specific booking.
Where a booking has already entered a non-refundable cancellation period, GOREISE is generally unable to provide a refund unless required by law or otherwise agreed by the relevant supplier.
3. When GOREISE May Provide a Refund
Subject to the applicable booking conditions, GOREISE may provide a full or partial refund where:
- We are required by applicable law to provide a refund;
- The booked service is cancelled by GOREISE or the relevant supplier and no suitable alternative can be provided;
- The supplier ceases trading before the booked service can be provided;
- The supplier is unable to provide the accommodation, tour or service confirmed in your booking;
- A material booking error attributable to GOREISE prevents the confirmed service from being provided;
- A refund is otherwise permitted under the specific cancellation conditions applicable to your booking.
Where appropriate, we may first offer an alternative date, replacement service, travel credit or other reasonable solution before processing a refund.
You will not be required to accept an alternative where applicable law gives you the right to a monetary refund.
4. Circumstances That Normally Do Not Qualify for a Refund
Unless otherwise required by law or specifically permitted under your booking conditions, refunds will generally not be provided where:
- You change your mind after the applicable cancellation period has expired;
- You fail to review the itinerary, inclusions, exclusions, cancellation conditions or other booking information before purchasing;
- You provide incorrect booking information;
- You arrive late or fail to arrive at the agreed meeting point;
- You are not available at the confirmed hotel or pickup location at the scheduled pickup time;
- You miss a tour, transfer, activity, flight or other service due to your own travel arrangements;
- You fail to bring required identification, passports, visas, tickets, permits or travel documents;
- You are refused participation because you do not meet clearly disclosed health, age, safety or eligibility requirements;
- You decide not to participate after the tour or service has commenced;
- Weather conditions are less favourable than expected but the supplier continues to operate the service safely;
- Your personal expectations of the experience are not met where the service has otherwise been provided substantially as described;
- You are unable to use an open-date or "book later" product before its expiry date;
- You fail to make a reservation sufficiently in advance and your preferred date is unavailable;
- You fail to present your booking confirmation, voucher or other required documentation;
- You cancel accommodation, transportation or another component of a package in a manner that causes the remaining package to become non-refundable;
- Your travel plans change because of personal circumstances, transportation delays or other matters outside the control of GOREISE or the supplier;
- The applicable supplier terms specifically identify the booking as non-refundable.
Nothing in this section limits any rights that cannot legally be excluded under applicable law.
5. Weather, Safety and Force Majeure
Some tours and activities depend on weather, river, sea, road or other operating conditions.
Where a supplier determines that an activity cannot be operated safely, GOREISE may offer, depending on the circumstances:
- Rescheduling;
- An alternative activity or itinerary;
- Travel credit;
- A partial refund; or
- A full refund.
Refund entitlement may differ where a service is affected by circumstances outside the reasonable control of GOREISE or the supplier, including severe weather, natural disasters, government restrictions, strikes, civil disturbances, epidemics, transportation disruption or other force majeure events.
6. How to Request a Refund
Refund requests should be submitted through the Contact Us section of the GOREISE website or by contacting our customer service team.
Please include:
- Booking reference number;
- Lead traveller's name;
- Email address or telephone number used for the booking;
- Tour, accommodation or service booked;
- Scheduled travel date;
- Reason for requesting the cancellation or refund;
- Any supporting documents relevant to the request.
7. Review of Refund Requests
GOREISE may verify the information provided in a refund request with the hotel, tour operator, transportation provider or other supplier responsible for delivering the booked service.
We may contact you by email, telephone, WhatsApp or another communication method associated with your booking if additional information is required.
Submitting a refund request does not automatically mean that the request will be approved.
Refund eligibility will be determined according to:
- The cancellation conditions applicable when the booking was made;
- The supplier's applicable cancellation policy;
- The circumstances of the cancellation;
- Services already provided or costs already incurred;
- Applicable law.
8. Invalid or Fraudulent Refund Requests
GOREISE reserves the right to reject a refund request where there are reasonable grounds to believe that the request:
- Does not meet the applicable cancellation or refund conditions;
- Contains materially incorrect or misleading information;
- Is fraudulent;
- Relates to a service that has already been properly provided;
- Otherwise has no valid basis under the booking conditions or applicable law.
Suspected fraudulent transactions or refund claims may be investigated and, where appropriate, referred to the relevant payment provider or authorities.
9. Refund Method
Approved refunds will normally be returned to the original payment method used for the booking.
- Credit card payments will normally be refunded to the same card;
- Eligible bank transfer payments may be refunded to the originating bank account or another verified account where appropriate;
- Payments made through a payment gateway will normally be refunded through the same payment channel where technically possible.
GOREISE may request additional verification before processing a refund in order to prevent fraud.
10. Refund Processing Time
Once a refund has been approved and processed by GOREISE, the time required for the funds to appear in your account depends on the payment method, issuing bank, card network or payment provider.
Banks and payment providers may require additional processing time after the refund has been submitted by GOREISE.
Any currency conversion difference, foreign transaction charge, card issuer fee or bank fee imposed independently by your bank or payment provider is outside the control of GOREISE.
11. Partial Refunds
Where only part of a booking is eligible for refund, the refund may be calculated after deducting:
- Services already used;
- Non-refundable supplier charges;
- Cancellation charges;
- Tickets or admission fees already purchased;
- Transportation or accommodation commitments already paid to suppliers;
- Other non-recoverable costs directly associated with the booking.
12. Third-Party Services
Some travel products available through GOREISE are provided by independent third-party suppliers.
Where GOREISE acts as an intermediary, the supplier may ultimately determine whether a cancellation, amendment or refund is permitted.
By booking such services, you also agree to the applicable supplier's terms and conditions.
13. Relationship With Other Terms
This Refund Policy should be read together with:
- GOREISE Website Rules and Terms & Conditions;
- The cancellation policy displayed on the relevant tour or product page;
- Your booking confirmation;
- Any supplier-specific terms disclosed before purchase;
- Applicable payment conditions.
If there is a conflict between this general Refund Policy and a clearly disclosed product-specific cancellation policy, the product-specific cancellation policy will apply to that booking, except where prohibited by applicable law.
14. Changes to This Refund Policy
GOREISE may update this Refund Policy from time to time to reflect changes to our services, supplier arrangements, payment methods or applicable legal requirements.
The updated version will be published on our Website together with the date of the latest revision.
Changes will not retrospectively remove any mandatory rights that applied to a booking when it was made.
15. Contact Information
If you have questions about a cancellation or refund, please contact:
VINADAY GOREISE CO., LTD
GOREISE – Vietnam Travel & Visa Services
Email: cs@goreise.com
Website: design.goreise.com
When contacting us about an existing booking, please include your booking reference so that our team can assist you more efficiently.