Terms and Policy

These terms and conditions constitute an agreement between you and Cat Ba Express. By using the site you accept these terms and conditions. The terms and conditions are subject to change at any time, and it is your responsibility to check these terms and conditions regularly in case there are any changes. Continuing to use the site after a change has been made is your acceptance of those changes. 
In these Terms & Conditions, the word “Our, We” refers to Cat Ba Express. “Customer, Passenger, Client” means the person who agrees to buy the service, tour and/or any person on behalf of you to purchase the package services and tours, car rental and other travel services provided by Cat Ba Express.

All rates shown on the website for tours, bus tickets, hotels and car rental are quoted in US dollars. Our team updates the rates seasonally and subject to availability. There will be special promotions during certain months of the year. Our sale consultants will advise The Customer of these promotions (if any) at the time of your request.

Bookings can be sent to our office by email: info@catbaexpress.com. We will reply to your enquiry within 12 hours. The booking will be processed as soon as we received the customers’ confirmation and payment deposit as in the instruction.

We require a full payment for tickets and other services to secure your booking.

Full payment shall be received no later than 05 days prior to your arrival, or if the booking is made within 30 days of your arrival, full payment must be made upon the acknowledgement of your confirmation. Payment could pay in cash, by credit card namely Visa, Master Card or via One Pay and Pay Pal
Cat Ba Express will issue the official vouchers and invoices to you as soon as the booked trip is confirmed and payment is completed. A service voucher will be sent by email.

No refund an exchange can be made in terms of accommodation, meals, sightseeing tours, transport or any other services which are included in the tour price but not utilized by the tour member.

In case the customers have to change the confirmed itinerary for certain reasons, we are happy to assist you. Your changes can be only made according to the availability of the supplier’s conditions at that time.. 

Regrettably, amendments may sometimes be necessary and errors occasionally happen. We reserve the right to make changes or correct errors at any time both before and after our confirmation. If changes need to be made to your itinerary, we will inform you as soon as it is reasonably possible.

For certain reasons, if the customers have to cancel their booked tickets/tour/travel services with Cat Ba Express, it will become one of our regret not being able to serve you. We will accept the cancellation subject to the cancellation fees.
Clients are required to pay service cancellation fee (measured using the net price, which means it excludes all discount or promotion), based on period of cancellation. 
In case cancellation for departure is made on International New Year, national holidays and others vacations at state system, including 03 days before and after the vacation, refund are decided by the seller. When buyers have bookings in this occasion, buyers agree and accept with regulations made by Seller.

If as a consequence of “Force Majeure” (as defined below), Cat Ba Express is obliged to curtail, alter, extend or cancel the vouchers, tour, you shall not be at liberty to maintain a claim for compensation or otherwise for any loss arising as a consequence of said curtailment, alteration, extension or cancellation of the Tour.
“Force Majeure” means Acts of God, natural disasters, adverse weather conditions, fire or other destruction of any vessel, craft or vehicle to be used in connection with a holiday, destruction or damage to holiday accommodation, riots, acts of war, civil commotion, exercise of legislative or government action, municipal or military or other authority, strikes, industrial action, requisition of equipment, mechanical breakdown, shortage of fuel, insolvency or default of any carrier or service connected with the tickets, tour, fraud perpetrated against Cat Ba Express.

All Customers must be in possession of a valid passport and necessary visas or permits at the commencement of travel. All such documentation is the sole responsibility of the client. Your travel advisor may assist you in applying for the necessary travel documentation upon request. Cat Ba Express accepts no responsibility or liability for the failure of clients to obtain appropriate documentation.

Since our package tours, day trips and other travel services DO NOT include travel insurance you are required to obtain your own full travel insurance. It is your responsibility to read your insurance policy before you travel and ensure that the insurance scheme provides you with the requisite level of cover.

In accordance with the regulations of Cat Ba Express, the free baggage allowance is 20 kg plus limited carry-on luggage. Excess baggage charges are clients’ responsibility. Regulations within Vietnam specify that all suitcases must have a locking device attached. Failure to follow this regulation may result in refusal by airport staff to load suitcases onto the aircraft. 

Cat Ba Express is not responsible for any loss, injury or damage sustained by Customers. Additional expenses incurred due to delays, accidents, natural disaster, political actions and unrest must be borne by Customers.

In Case of disputes, claims and litigation regarding the services provided, both sides will negotiate to settle. Negotiation is based on enthusiasm and mutual understanding. In the event that such negotiations fail, the disputes, claims and litigation will be finally settled by arbitration of the Vietnam International Arbitration Center (VIAC) at the Chamber of Commerce and Industry of the Socialist Republic of Vietnam.