Tour
You’re required to have an Identity Card (with valid expiration date) to book a domestic tour in Vietnam and Passport (with more than 6 months of validity) for an international tour, depending on tourist destinations and your nationality. In addition, for some countries, you will also need to have a passport that is valid for 3 to 6 months beyond its expiration date, as well as any other documents that the Consulate/Embassy may require in order to apply for a visa.
– Depending on the regulations of each tour, you can book a tour at least a number of days before to the departure date. However, in order to guarantee a decent seat and a planned itinerary, travelers should register at least 1 week in advance for domestic tours in Vietnam and 1 month in advance for international tours compared to the departure date.
– Especially for tours that require a Visa, you must prepare documents to apply for a Visa in accordance with the specific requirements of each destination country. Please keep in mind that Visa processing can take up to 6 weeks and frequently has a service charge. In the case of a visa rejection, you will forfeit their Visa fee and flight deposit according to the section listed in Policy – Cancelation Conditions in the detailed Tour Program of each tour.
– To ensure health and safety during the tour and to have the best experience, travelers need to guarantee their health while participating in Heyotour’s tours.
+ For female travelers aged 55 and older, and male travelers between 60 years of age and older: Heyotour advises you to go with a relative under the age of 55 (who meets health requirements), to be ready to assist you instantly if any problem arises while on tour.
+Travelers aged 70 and older must be accompanied by a relative under the age of 55 (in good health), and is required to present a medical certificate that includes a doctor’s affirmation of good health AND a health commitment in the appropriate form.
+ Travelers aged 80 and older do not have insurance, so Heyotour normally does not accept travelers of this age.
– For people with limited mobility using a wheelchair, please refer to the regulations and policies on tour participants in the Policy of each tour’s Travel programs for more details.
Travelers from 14 – 18 years old:
– For traverlers with foreign nationality: passport (original) must be valid for more than 6 months beyond the date of return.
– For travelers with Vietnamese nationality, one of the following documents is required:
+ Passport (original) must be valid beyond the date of return.
+ ID card (with a validity period of under 15 years from the date of issue).
+ Certifying personal identification form by local police or authorities about his/her residence.
Travelers aged 14 and under:
– For traverlers with foreign nationality: passport (original).
– For traverlers with Vietnamese nationality, one of the following documents must be presented:
+ Passport (original) must be valid for more than 06 months beyond the date of return.
+ Birth certificate (original).
+ Birth Certifying Form (infants under one (01) month old);
+ Valid certifying form by a social organization for children under the patronage of that organisation.
For children under 14 years old traveling by plane without an accompanying person, in addition to the preceding documents, the signed commitment and authorisation documents from the legal representative are required.
– Children under 18 years old must be accompanied by Parents or relatives over 18 years old. For solo travel (depending on the age specified by tour suppliers), children are required to present a letter of authorisation verified by the local government.
– You should contact the supplier for further details.
For VAT invoice after the puschase is made, please contact our hotline at (+84) 368 627 318 or send a request including invoice information to kinhdoanh@heyotour.com. We’re not going to issue invoices after the tour ends.
Please refer to the Policy section in Tour program of each tour for more details on regulatory information and included/excluded services in the tour price.
Travelers with particular meal requirements (vegetarians, allergies, etc.) should inform the tour guide and Heyotour Customer Service Center in advance after booking the tour to avoid needless omissions.
– For domestic tours in Vietnam:
+ When registering alone, you will have to pay an additional charge for a single room. If there is another solo traveler of the same gender, you will be paired with him/her, and Heyotour will refund this charge to you.
– For international tours:
+ When registering alone, you will share a room with a fellow traveler or Heyotour tour leader of the same gender. If you want to rest comfortably, you can register for a single room for an additional charge.
+ In case passengers register in a group of 3 people, they will be arranged in a triple room. In this room type, the hotel usually adds an extra bed/folding bed or sofa bed that is unlike the existing bed in the room.
+ If there is no triple room available, Heyotour encourages passengers to separate 1 person to pair with another person (for international tours) or pay an additional charge for a single room (for domestic tours in Vietnam) for a more comfortable space, convenient to rest and use the toilet. Heyotour will prioritize arranging two rooms close to each other so passengers can easily contact.
Regulations on tour cancelation time and refund-cancelation policy are specified in the Policy section in Tour program of each tour. For any reasons of absence, please refer to this information to know if you may cancel and get a refund.
– Heyotour is responsible for receiving complaints regarding payment transactions on Heyotour. Heyotour promotes a solution of negotiation and conciliation between the parties in order to maintain User’s trust in Heyotour’s service quality, and the following steps are followed:
+ Step 1: The user who makes a complaint on payment transactions sends his/her feedback via email of the Sales Department at kinhdoanh@heyotour.com.
+ Step 2: Heyotour Sales Department will receive complaints from the User. Depending on the complaint’s nature and severity, Heyotour will take specific measures to assist the Customer in settling the dispute under the Heyotour’s published Policies.
– In case the conflict arising from the transaction between two parties has not been settled under the agreements yet, one of two parties has the right to have the competent authority intervene to ensure the legitimate interest of the parties.
– If you have a medical condition, ensure to bring all relevant medications with you before departure. Also, notify us about your significant medical conditions (if any) at the time of tour booking for assistance. It seems that locations included in tours will not guarantee immediate access to pharmacies or health stations.
– Unfortunately, some of our tours won’t be accessible for people with physical disabilities. Please contact the Customer Service Center of Heyotour to discuss which tours would be appropriate according to the level of support required before booking a tour. Failure to notify additional needs prior to your reservation may mean that we won’t be able to proceed with your booking at a later stage.
– We need to make sure that any special needs, services, or those who are in charge of support throughout the tour are discussed at the time of booking. Heyotour does not offer equipment such as wheelchairs and will not be responsible for the failure of providing these services of a traveler or his/her companion.
– Sickness is something no one expects to happen. It sometimes does come up while travelers are en route to experience new foods and lifestyles in tourist destinations. Depending on illness severity, the Tour Guide or tour manager will help you find different medications or first aid treatments. In the event of a serious medical incident, going to the nearest medical facility to be well treated is considered the wisest decision.
– Purchasing global travel insurance while traveling with Heyotour is a must and will ensure insurance coverage for any personal injuries, medical expenses, etc. that you may incur.
In Heyotour’s tour programs, overseas destinations are all standout ones that draw visitors around the World. That’s why You should keep an eye on your personal belongings at all times, especially in crowded areas, always go with the group, and do not arbitrarily leave the group to ensure safety.