Booking and cancellation policy

All services should be booked through our Hanoi Office. Our contact details can be found in the “Contact Us” section of
TMS Travel
3rd floor Pham Hung Street Hanoi, Vietnam
Tel: (84) 24 3720 3888
Fax: (84) 24 3769 0019
Skype: tiennguyen

A throughout guide must be requested at the time of booking and can be arranged for a surchage.


All reservation requests are normally confirmed by fax or e-mail. In case immediate confirmation cannot be made, you will be notified of the booking status.


TMS Travel reserves the right to rearrange, substitute, or cancel tour elements without prior notice, should prevailing circumstances at the time of travel dictate such adjustments. These changes, for instance, can be caused by last-minute changes in air or train schedules. Every itinerary is subject to change, depending on domestic flight availability. No refund shall be made for any change once your tour has started.


“All prices quoted are net non-commissionable, in United States Dollars, and are valid for the indicated duration in our tariffs or individual offers. The following can be included in quoted prices: domestic airfare, ground transfers, accommodation, meals, tour guide services, and other services shown in each tour itinerary.
Our offer clearly states items not included, such as optional tours, visa charges, airport taxes, and personal expenses. Rates are based on conditions at the time of issuing of the tariff or quotations. We reserve the right to adjust prices according to certain forthcoming regulations, such as tax changes or sharp increases of our suppliers’ prices. Invoices will show VAT separately (if applicable). The invoiced amount plus VAT will be equal to the net rates quoted by us.


We reserve the right to adjust prices according to forthcoming regulations, such as tax changes or sharp increases of our suppliers’ prices. Airfares are only guaranteed once the ticket is issued with the airline. Any change in airfare or taxes will be notified and charged if the ticket was issued after the time of change.


Special requests must be advised at the time of booking. TMS Travel will pass any reasonable requests on to the relevant supplier. Unless and until specifically confirmed, all special requests are subject to availability. If you or any member of your party has any medical problem, disability, or health or fitness concerns which may affect your holiday or participation in any activity, or has any special requirements as a result of a medical condition or disability (including any which affect the booking process), please give us full details before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking. You must also advise us as soon as possible of changes or developments in any disability, medical condition, or health or fitness problem after your booking has been confirmed. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline their reservation or cancel it if full details are not given at the time of booking or their health/fitness/disability/medical condition changes or deteriorates.


Please be aware that most hotels organize special gala dinners which are compulsory for all guests on Christmas Day, New Year’s Eve, and sometimes on Chinese New Year, Thai New Year, and other festive occasions. These dinners must be paid for – they are a compulsory charge, regardless of whether the client wants the dinner or not. Any client staying at the hotel during these specific days will automatically be charged and no refund will be given. If the hotel announces its rates for the compulsory dinners at a later time, the client will have to pay for the dinner(s), directly to the hotel, on the spot. Prices for compulsory gala dinners are listed in separate columns. Our rates for these compulsory dinners are net and no further discounts apply.


Children between 2 and below 12 years of age, if not otherwise stated, are granted a 15 % discount on transfers, excursions and package tours when sharing room with parent(s) and using existing beds (max. 2 children per party). Children loging in separate rooms than parent(s) are charged as adults, but will be granted a 10 % discount on airfares on receipt of their passport copies.


“All requests for airline bookings will automatically be bound by the terms and conditions of respective airlines. TMS Travel acts as a third party and will assist in booking tickets. Penalty fees for any amendments, changes, or cancellations of a confirmed booking (for example: changing the spelling of a passenger’s name, change of date, change of flight, partial or total cancellation) will be charged according to the terms and conditions of the airline. Full pre-payment is required for all issuance of tickets with low-cost carriers.
Please note:
• For air ticket reservations, we require the guests’ full names AS THEY APPEAR IN THEIR PASSPORTS. Airfares and reservations are always subject to change until paid in full and ticketed.
• Airfares are subject to increase without prior notice.
• Please be advised that prices will be adjusted periodically in case of fuel price increase by our suppliers.

“• At times of high demand and short supply, some suppliers require non-refundable deposits in order to guarantee services. Please be aware that these regulations could run contrary to consumer laws in your country. Although we make every effort to avoid such situations, at times these regulations are unchangeable.
• Cancellation and deposit policies might change depending on the occupancy of hotels. Our reservations department will inform you at the time of booking.
• Should deposit conditions apply, you will be notified at the time of confirmation. We will advise you to follow the stated deposit policy to avoid the cancellation of your confirmed accommodation.”


“Cancellation charges are calculated from the day the written notification is received by the company or agent as a percentage of the net total tour price as shown, plus any surcharges (e.g. ticketed air sectors and other penalties imposed by suppliers, such as hotels):

1 day prior to departure or no show: 100% of package price
Between 07 days and 02 days prior to departure: 75% of package price
Between 14 days and 08 days prior to departure: 50% of package price
Between 20 days and 15 days prior to departure: 25% of package price
Between 29 days and 21 days before departure: According to the costs incurred.
Stricter cancellation policies from individual suppliers will be advised case by case.


Cancellation policy for GIT bookings will be advised separately, in a case by case manner, at the time of booking.


GIT (Groups): Clients will be notified of tours that are cancelled because there are too few participants 6 weeks before the start of the tour. In these cases, TMS Travel will offer an alternative tour of a similar standard or a full refund. The cancellation policy of GIT bookings will be notified separately on a case by case basis.


Refunds will not be given for unused or cancelled services after the tour has commenced.


“In the unlikely event that you have reason to complain, or you experience any problems with your holiday, you must immediately inform the TMS Travel staff member, hotelier, or supplier in question. Verbal notification must be put in writing and given to them as soon as possible. If the complaint or problem is not immediately resolved to your satisfaction, you must contact us with full details by telephone or fax within 48 hours. Until we know about a problem or complaint, we cannot offer assistance. Most problems can be dealt with quickly; however, if you remain unsatisfied, you must write to us within 28 days of your return to your country of residence, giving your booking reference and full details of your complaint.
You should not have unreasonable expectations of the facilities that will be provided; in certain remote areas and destinations, they may be lower than what you might be used to at home. The standards and quality of your travel arrangements will be in line with the itinerary and any literature you receive from us.


“Bookings are accepted on the understanding that all persons travelling are normally in good health and able to fulfill the physical demands of the chosen holiday. Please do not take unnecessary risks in any activity during your holiday. In the interests of safety, you must: follow the guidance in our notes as well as those provided by anybody on our behalf, comply with any local codes of conduct, follow the Country Code, and act sensibly and prudently at all times.
When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (including lost keys) must be paid immediately and directly to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (both our own and the other party’s full legal costs) as a result of your actions.
We expect all clients to be considerate of other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way that causes or is likely to cause danger, upset, or distress to any third party, or cause damage to property, we are entitled to terminate the holiday of the person(s) concerned without prior notice. In this situation, the person(s) concerned will be required to leave the accommodation or service. We will have no further responsibility toward such person(s), including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

TMS Travel Co., Ltd., acts as an intermediary between its clients and the airlines, hotels, transport operators, and local tourist offices that provide the services. TMS Travel Co., Ltd., is therefore not responsible for any loss, injury, or damage sustained by tourists, including those occurring outside of tour programs. Additional expenses incurred due to delay, accidents, natural disaster, and political actions or unrest must be covered by the tourists or other service providers. Programs, prices, services, and conditions are based on those valid at the time of our written confirmation and are therefore subject to change, without advance notice, before or during the tour. Participation in our tour implies the tourists’ agreement to the above conditions.
Programmes, prices, services, and conditions are based on those valid at the time of printing and are subject to change without advance notice before or during the tour.
Participation in the tour implies the tourists’ acceptance of the above conditions.


Vietnamese New Year (TET): Please note that travelling during TET is not advisable as the entire country joins into a long break of celebrations. Most activities come to a standstill.
Museums: Museums are normally closed on Mondays and some as well on Fridays and public holidays.
Ho Chi Minh Mausoleum in Hanoi: closed every Monday and Friday and during the months from September to November
Domestic Flights/Trains: Domestic flights and trains are often affected by short notice schedule changes, delays and cancellations without prior notice. In these cases we cannot guarantee that the programs can be carried out as planned. The alternative program might cause additional surcharges, we reserve the right to charge these costs to the tour operator (with prior consultation about the alternatives).