Journey Information

TERMS & CONDITIONS OF SERVICE

Applicable to Guests of Tonkin Heritage Express

These Terms & Conditions apply to all premium railway services of Tonkin Heritage Express, developed and operated by Chapa Tourism Joint Stock Company (Tax Code: 5300734917, hereinafter referred to as "Chapa"). Chapa is the official service provider, legal entity, and contracting party for reservations made through tonkinheritage.com or any other authorized booking channel. By proceeding with a reservation, the Guest acknowledges and agrees to be bound by these Terms & Conditions.

1. GENERAL PROVISIONS

1. These provisions establish the legal foundation for the partnership between Tonkin and the Guest, clarifying the privileges, obligations, and limitations of liability for all parties regarding services provided by Tonkin Heritage Express.
2. Any issues or disputes arising from or relating to these Terms & Conditions, the reservation, or the Services shall be governed by the laws of Vietnam and resolved by a competent Vietnamese court having jurisdiction under applicable Vietnamese law.
3. The completion of a deposit or payment by the Guest (or their representing travel agent) signifies that the Guest has read, completely understood, and fully accepted these Terms & Conditions.
4. For specific booking requests (groups, corporate entities, organizations), Tonkin may establish separate service contracts. In such instances, the signed contract shall take precedence and serve as the final agreement.

2. RESERVATION PROCEDURES To ensure convenience and a seamless experience, Guests may choose to confirm their itinerary through the following channels:

1. In-person: Hanoi Railway Station, 120 Le Duan Street, Van Mieu - Quoc Tu Giam Ward, Hanoi, Vietnam.
2. Official Online Platform: tonkinheritage.com
3. Messaging Applications: WhatsApp, Zalo, or Messenger.
4. Direct Contact: Via Email or Hotline (Landline/Mobile).

The reservation is confirmed only when Tonkin has received full payment for the Services and issued a written confirmation accompanied by an e-voucher or electronic ticket. Until both conditions are satisfied, availability, fares, and service arrangements remain subject to change

3. PRICING & TAXATION POLICY

1. Service fares are calculated and payable in Vietnamese Dong (VND) for transactions within Vietnam, and may be converted to US Dollars (USD) for international transactions.
2. Fares are explicitly detailed in the "Inclusions" and "Exclusions" sections on tonkinheritage.com. Tonkin assumes no legal liability for any payments regarding services not listed under "Inclusions".
3. All quoted fares include applicable prevailing taxes and a 5% service charge. Tonkin reserves the right to adjust tax rates and service charges without prior notice should there be regulatory changes mandated by the Government.
4. onkin reserves the right to cancel or amend any reservation made based on a manifest pricing error or materially inaccurate service information displayed on the system, provided that Tonkin notifies the Guest within a reasonable time after discovering the error.

4. PASSENGER & SERVICE MODIFICATION POLICY

1. Children's Policy: Children under 5 years of age travel complimentary when sharing a bed with parents. Children aged 5 and above, or measuring 112 cm and above in height, will be charged the full adult fare.
2. Service Modifications by Tonkin: In the rare event that the railway operator cannot provide the confirmed services, Tonkin will thoughtfully arrange alternative options of equivalent or superior quality at no additional cost to the Guest. Should only a lower-standard alternative be available, we will refund the cost difference. The right to determine alternative options rests with Tonkin; should the Guest select an option outside of the provided proposals, the Guest shall be solely responsible for any additional incurred costs.

5. CANCELLATION, AMENDMENT & NO-SHOW POLICY

5.1. Amendment & Cancellation Fees Once the e-voucher/e-ticket has been issued, any requests for itinerary changes or cancellations will be subject to the following fees:

1. 45 days or more prior to departure: 35% of the total booking value.
2. 44 to 30 days prior to departure: 70% of the total booking value.
3. 29 days or less prior to departure: 100% of the total booking value.
4. No-show: 100% of the total booking value will be charged if the Guest fails to check in on the departure date.

Should Tonkin be required to cancel the Tonkin Heritage Express service, we will provide advance notice and issue a full 100% refund of the amount paid. This refund will be processed back to the original credit card used for the transaction.

5.2. Force Majeure Tonkin may be compelled to cancel or amend the itinerary due to force majeure events, including but not limited to: changes in domestic transport schedules, technical failures of the vehicle, natural disasters, acts of war, riots, strikes, or terrorism. Tonkin will promptly notify the Guest and offer the following options: rescheduling the departure to an alternative date or providing a full refund of the amount paid.

5.3. Additional Conditions & Obligations

1. Tonkin reserves the right to cancel or amend bookings in cases involving: invalid credit cards, detected fraudulent activities, booking errors/mistakes, or non-compliance with the Terms & Conditions. In such events, Tonkin does not guarantee the provision of a new booking, and the Guest must rebook at the best available rate at that time.
2. Guests are required to provide proof of payment (including the confirmation number) to the reservation department within 24 hours of booking.

6. PAYMENT REGULATIONS

1. Guests are required to settle the payment in full at the time of booking. All payments are strictly non-refundable.
2. The Guest is responsible for any bank fees or surcharges incurred during the transaction process.
3. Accepted payment methods:
4. In-person at the Hanoi Railway Station office via cash (VND) or credit card (Visa, MasterCard...), subject to standard bank fees.
5. Online via the payment gateway website: www.9pay.vn.

7. TRAVEL INSURANCE

1. Tonkin Heritage Express fares include mandatory passenger insurance in accordance with Vietnam Railways regulations.
2. Tonkin highly recommends that Guests independently purchase comprehensive travel insurance covering: cancellation losses, lost or damaged luggage, loss of personal belongings, and medical expenses.

8. LIMITATION OF LIABILITY

8.1. Tonkin's Responsibilities

1. Tonkin commits to providing all services as listed on the website and confirmed via email.
2. In the event of an itinerary change initiated by Tonkin (excluding force majeure events), we will cover reasonable incurred costs, provide compensatory services if necessary, or refund the cost of unprovided services.
3. As Tonkin does not directly own or operate all accommodation facilities and transport vehicles, we shall not be held liable for incidents caused by third-party suppliers, or for expenses arising from severe weather, natural disasters, strikes, force majeure events, or government mandates.
4. Tonkin reserves the right to amend the itinerary or cancel the service should it be deemed necessary to ensure the comfort and/or safety of the Guests.

8.2. Guest's Responsibilities To ensure a flawless journey, the Guest must:

1. Be at least 18 years of age to independently make a reservation.
2. Provide accurate personal information at the time of booking and carry valid identification documents, such as an ID card or passport, throughout the journey. The Guest is solely responsible for any denied boarding, penalties, costs, or losses arising from inaccurate information or invalid, expired, or missing identification documents
3. Settle any costs arising from the loss or damage of onboard equipment and strictly comply with all Vietnamese laws and regulations during the itinerary.

9. ADDITIONAL ADVISORIES

1. Ticket Handover: Guests should only present their train vouchers to official Tonkin personnel or Tonkin Heritage Express staff bearing valid identification badges.
2. Safeguarding Belongings: Guests are strictly advised not to leave valuable items, particularly passports, unattended on the train and must carry them at all times. In the unfortunate event of lost property, please immediately file a report at the nearest police station.