Payment and refund – Cancellation policy

1. PAYMENT

1.1. DEPOSIT POLICY

All tour prices are quoted in Vietnamese Dong (VND).

The deposit policy applies to all products and services provided by Rooty Trip Phu Quoc, with the following details:

• For day tours (island tours, land tours): A 30% deposit of the total tour price is required.

• For combo tours and full-package tours: An 80% deposit of the total tour price is required.

1.2. REMAINING BALANCE PAYMENT

After the deposit is made, our company will proceed with booking the necessary services. The remaining balance must be paid before or at the start of the tour through one of the following methods:

– Method 1: Bank Transfer
(Customers are responsible for any bank transfer fees.)

Bank account details:

• Account holder: PHAM THI UYEN

• Bank: Asia Commercial Bank (ACB, Phu Quoc branch)

• Account number: 4288886

• Transfer details format: Full Name + Phone Number + Tour Date

– Method 2:

• For day tours: Payment can be made directly on the website.

• For combo tours and full-package tours: Payment can be made via Visa card (Please contact your sales representative for assistance).

The remaining balance can also be paid in cash to the tour guide or via bank transfer on the day of the tour.

2. REFUND AND CANCELLATION 

For Rooty Trip’s day tours (island tours, land tours), the refund and cancellation policy is as follows:

Cancellations by Rooty Trip: For day tours, if the required minimum number of participants is not met, Customer Service will notify customers 1 day prior to the tour date to propose rescheduling, cancellation, or switching to another tour. Customers canceling the tour under this circumstance will receive a full deposit refund without any charges. If Rooty Trip cancels the tour due to weather conditions (e.g., bad weather preventing boats from departing as per Border Guard regulations), customers can reschedule or cancel the tour and will receive a full deposit refund.

Cancellations by Customers:

• Before 10:00 PM on Day (N-1): Customers can cancel free of charge. (N refers to the tour departure date.)
• After 10:00 PM on Day (N-1): Customers will be charged a cancellation fee equivalent to 100% of the deposit amount.

Cancellations due to Force Majeure: If the tour is canceled or rescheduled due to force majeure events (e.g., accidents, natural disasters, war, pandemics, etc.), both parties will negotiate to determine an appropriate resolution. Any compensation or alternative solutions (if applicable) will depend on the policies of the relevant service providers.

For combo products, full-package tours, or service tickets: The refund and cancellation policies depend on the respective service providers.

3. COMPLAINTS AND COMPENSATION POLICY 

If you have any dissatisfaction or complaints, please inform the responsible staff member through the channel you used to book your tour as soon as possible, so Rooty Trip can address the issue promptly. If the matter remains unresolved, you can send your complaint directly to our Customer Service team using the following contact details:

• Phone number: 033 906 2222
• Email: cskh@rootytrip.com

We will continue to process your complaint. Compensation (if applicable) will be determined based on mutual agreement and in the spirit of goodwill between both parties.