Hoi An Authentic Tours is committed to providing high-quality local experiences and ensuring guest satisfaction.
However, in rare situations where issues arise or expectations are not met, this Refund & Cancellation Policy explains the conditions and procedures for requesting a refund — with transparency, fairness, and respect for both guests and local service providers.

Purpose & Scope

This policy outlines the terms under which guests may request a refund or cancellation for tours booked with Hoi An Authentic Tours.

Our goal is to handle all refund requests promptly, clearly, and professionally, while balancing guest satisfaction with the operational realities of locally operated tours.

This policy applies to:

Eligible Cases for Refund

Guests may be eligible for a full or partial refund in the following cases:

1. Tour Not Provided as Booked

  • The tour, itinerary, or key inclusions provided differ significantly from what was confirmed at booking

  • The tour is canceled or substantially altered by Hoi An Authentic Tours due to:

    • Operational issues

    • Guide unavailability

    • Safety concerns

    • Force majeure on our side

In such cases, guests may choose:

  • A full refund, or

  • A reschedule to another available date

2. Service Quality Issues

If guests experience serious issues during the tour, such as:

  • Unsafe conditions caused by our organization

  • Unprofessional behavior by guides or staff

  • Major service failures that significantly affect the experience

Refund eligibility will be determined after internal review by our management team.

3. Cancellation by Guest

  • Cancellation 24 hours or more before tour start time:
    → Eligible for 100% refund of any deposit or amount paid

  • Cancellation within 24 hours of tour start time:
    → Non-refundable, as guides, transport, and local services have already been arranged

  • No-show without prior notice:
    → Non-refundable

Non-Refundable Cases

Refunds will not be issued in the following situations:

  • The guest changes their mind after the tour has started or been completed

  • Minor inconveniences that do not significantly affect the tour experience

  • Delays or interruptions caused by external factors beyond our control, such as:

    • Weather conditions

    • Traffic

    • Government restrictions

    • Force majeure events

  • Tours booked under special promotions, discounts, vouchers, or gift cards (unless otherwise stated)

  • Refund requests submitted more than 3 days after the tour date

Refund Request Procedure

To ensure fast and transparent processing, please follow these steps:

Step 1: Contact Us

📧 Email: booking@hoianauthentictours.com
📞 Hotline / WhatsApp: (+84) 702 611 504

Step 2: Provide Required Information

Please include:

  • Full name and contact details

  • Tour name and tour date

  • Booking reference (if available)

  • Reason for refund request

  • Photos or supporting evidence (if applicable)

Step 3: Review & Evaluation

  • Our team will review your request and respond within 1–2 business days

  • We may contact you for clarification or additional information if needed

Step 4: Refund Processing

  • Approved refunds will be issued via the original payment method

  • For bank transfer or online payments, processing time is typically 7–10 business days, depending on your bank or payment provider

Important Notes

  • Hoi An Authentic Tours only processes refunds for bookings made directly through our website or official channels

  • For bookings made via third-party platforms (Klook, GetYourGuide, TripAdvisor, Booking.com, etc.), refund requests must follow the policies of those platforms

  • All personal and payment information provided during the refund process is handled confidentially in accordance with our Privacy Policy

Contact Information

Hoi An Authentic Tours
📍 Address: Group 10, Thanh Tam Hamlet, Hoi An, Quang Nam 51300, Vietnam
📞 Phone / WhatsApp: (+84) 702 611 504
📧 Email: booking@hoianauthentictours.com
🌐 Website: https://hoianauthentictours.com

At Hoi An Authentic Tours, every refund request is treated as an opportunity to listen, improve, and refine our services — ensuring that each experience reflects the authenticity, care, and respect we promise to our guests.