Warranty policy

Chào mừng Quý khách đến với các Chính sách bảo hành tại Vietnam Explore!
Below are the terms of commitment, complaint handling, and service warranty to ensure your rights when joining tours or using our travel services.

1. Receiving Complaints – Support Requests

  • Vietnam Explore cam kết tiếp nhận và xử lý tất cả khiếu nại, phản hồi, yêu cầu hỗ trợ từ khách hàng từ customers daily from 8:00 a.m. to 9:00 p.m..

  • In case of requests made outside working hours or on public holidays, they will be recorded and processed on the next working day.

2. Commitment Duration / Service Commitment Validity

  • The commitment validity takes effect from the date you sign the tour contract or confirm the service.

  • All commitments regarding tour quality and related services (such as transportation, tour guides, itinerary, etc.) apply throughout the duration of the tour or service.

3. Complaint Verification and Evaluation

  • When you submit a complaint, we will verify the details based on the tour contract, registration information, supporting photos/videos (if any), and feedback from our service partners (such as transportation providers, hotels, or tour guides).

  • A complaint will only be accepted if you provide all the necessary information: tour code, customer name, phone number, email, detailed description of the issue, and photos or videos (if any).

4. Complaint Receipt & Handling Process

a. Receive the Case

  • The customer service department will receive the information and review the details of your complaint.

  • If possible, please provide photos, videos, or a detailed description of the issue to help expedite the verification process.

b. Internal Handling & Partner Coordination

  • We will work with internal departments or relevant suppliers (such as transportation companies, hotels, tour guides, or local service providers) to verify the cause of the issue.

  • Vietnam Explore reserves the right to refuse or adjust the handling of complaints if they are found to be unfounded, contain incorrect information, violate signed terms, or result from objective force majeure circumstances.

c. Processing & Response Time

  • We are committed to providing an initial response within 3–5 working days from the date we receive complete complaint information.

  • In complex cases requiring coordination with multiple parties, the processing time may be extended but shall not exceed 15 working days, except in special circumstances.

  • The resolution result (compensation, alternative service support, complimentary additional service, or complaint rejection) will be clearly communicated in writing (via email, SMS, phone call, etc.) to the customer.

5. Commitment to Exchange, Support, and Compensation

  • Nếu sự cố đúng do lỗi Vietnam Explore hoặc nhà cung cấp dịch vụ mà vi phạm hợp đồng (ví dụ: thiếu dịch vụ, hủy chuyến, chất lượng dịch vụ không như cam kết), Quý khách được quyền yêu cầu an equivalent service exchange, a discount, complimentary add-on services or appropriate compensation.

  • The maximum compensation amount corresponds to the value of the affected service (the portion paid but not used).

  • Vietnam Explore không chịu trách nhiệm bồi thường trong các trường hợp:
    + Incidents caused by natural disasters, abnormal weather conditions, flight cancellations due to security reasons, or administrative decisions by authorities.
    + Violations of the contract or regulations by the customer (late arrival, skipping the itinerary, leaving the tour without notice, etc.).
    + Damages arising from the customer's errors or inaccurate information (e.g., incorrect name, wrong date, inaccurate or incomplete personal details).

6. Complaint Rejection Terms

Complaint requests will be rejected in the following cases:

  • Exceeding the notification period specified in the contract or the terms stated on the website.

  • Failure to provide sufficient information or necessary evidence.

  • Incidents arising from the customer's violation of regulations, unauthorized departure from the group, unapproved itinerary changes, or loss of personal belongings due to personal negligence.

  • Incidents caused by force majeure factors such as natural disasters, epidemics, traffic disruptions, or government policies.

7. Contact – Complaint Support"

If you have any complaints, feedback, or need assistance, please contact:

  • Hotline: +84 972 090 501

  • Email hỗ trợ khách hàng: mdvietnamexplore@gmail.com

  • Office address: 09 Binh Thai 2 Street, Cam Le Ward, Da Nang

  • Working hours: 8:00 AM – 9:00 PM daily