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Payment and refund – Cancellation policy

1. PAYMENT

All tour prices are quoted in Vietnamese Dong (VND). Customers are required to make a deposit of 30% of the total cost for day tours (island tours, land tours) and 80% of the total cost for combo packages or full-package tours to allow the company to arrange necessary services. The remaining balance will be paid on the tour day.

Payment methods:
– Method 1: Bank transfer
(Account details provided below. Customers bear the bank transfer fee.)

  • Account name: PHAM THI UYEN
  • Bank: Asia Commercial Bank (ACB, Phu Quoc Branch)
  • Account number: 4288886
  • Transfer details: Full name + Phone number + Tour date

– Method 2: Cash payment on tour day. Customers can pay the tour guide at the beginning of the tour.

Customers may combine both payment methods as needed.

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.