Terms of use

1. Who you are purchasing from

The seller is An Voyages Travel Company Limited, 26 Nui Ngoc, Cat Ba town, Hai Phong. Full company details appear in the footer of each page.

Operated by operating provider delivers the service: hotels provide rooms, boats operate cruises and transport companies handle transfers. An Voyages arranges, sells and collects payment, and is your contact for issues.

If your group includes international travellers, tell us before we check availability; some providers have different document requirements or rates.

2. A request is not a confirmed booking

Your booking progresses through these steps:

1. You submit a request online. The system creates a request-status booking and sends the reference to your email.
2. We check availability with the provider. This step may take time, and availability may be exhausted.
3. Provider confirms ; your place is now confirmed. We call or message you to finalise arrangements and explain payment.
4. You pay, then receive a service confirmation voucher.

There is a reason for this order: we do not collect payment before availability is confirmed .

We may decline a request if availability is exhausted, contact details are unusable, there is an obvious pricing error or requests are submitted automatically in bulk. Declining at this stage creates no payment obligation for either party.

3. Prices and tax

• Website prices include VAT. The rate stated here for applicable travel services is 8% through 31 December 2026, returning to 10% from 1 January 2027 under the stated rules. Your quote and lookup page show tax separately.
• Rates vary by season and day of the week, with possible public-holiday supplements. A multi-night stay may therefore have different nightly rates; the breakdown beside the request button explains the total.
• Prices are always recalculated on the server using the rate schedule when you act. If prices change while you fill in the form, the system stops, show the previous and current prices and create no booking, so you can decide after seeing the revised amount.
• The price is only finalised when we confirm with you after provider approval. Before then, the website shows an estimate based on current rates.
• Unless stated otherwise, prices exclude your transport to the meeting point, meals outside the programme, drinks, personal spending, optional travel insurance and extra services requested on site.
• If a displayed price is clearly wrong because of a technical or data-entry error, we notify you promptly and let you withdraw the request without a fee.

4. Payment and invoices

• Two payment options: bank transfer following staff instructions after confirmation, or pay directly at our office 26 Nui Ngoc, Cat Ba.
• Transfer only to an account in the name of An Voyages Travel Company Limited using the exact instructions received. Account details are not published on this page; verify any request to pay a different account by calling support first.
• Depending on the provider and timing, we may require pay a deposit in advance and the balance before travel. Staff confirm the amount and deadline.
• A deposit secures the agreement and its performance under the stated Civil Code provision, so no service invoice is issued on receipt of a deposit . An invoice is issued for services supplied.
• Need VAT invoice for your company, provide the company name, tax code and address in advance. Staff issue and send invoices; invoice downloads are not available through booking lookup, because invoices contain your information and booking-reference plus email verification is not sufficient to provide access to them.
• Reservations are held only if payment is made by the stated deadline. After that, the provider may release the space; we cannot guarantee rebooking at the same rate.

5. Your responsibilities

• Use your name as shown on your identity document for each guest. Hotels and boat operators check the list at check-in or boarding. Incorrect names may lead to refusal, and post-confirmation changes may incur fees.
• Send passenger names early. Many providers need passenger lists in advance, sometimes one to five days before travel, and may refuse guests not on the list under their contract.
• Bring each guest's identity documents when travelling, including children's documents if required.
• Arrive on time at the meeting point. Boats follow the terminal schedule and cannot wait; a service missed through late arrival may be treated as used.
• Keep your contact phone reachable ; we call this number to confirm. Unreachable contact details commonly prevent a request becoming a booking.
• Follow hotel, crew and driver rules and safety instructions, especially aboard boats and during water activities.
• Tell us in advance about travellers needing additional assistance, including mobility needs, pregnancy, older relatives, young children or relevant health conditions, so the provider can confirm suitability.

6. Changes, cancellations and refunds

• You request cancellation, through booking lookup or by calling us. The booking does not cancel automatically when you click: staff check the provider's policy and discuss it with you. Until cancellation is processed, you can still keep the trip if you change your mind.
• Free-cancellation deadline for each service is shown on booking lookup and comes from the provider's contract, not an invented deadline.
• Cancellation charges may apply after that deadline, under the reservation provider's own policy. We confirm the amount before processing so you decide after seeing the amount. The system does not invent an automatic estimated refund without reliable provider fee data.
• Date, room or guest-name changes depends on availability and may involve a rate difference or change fee. Contacting us early improves the chance of arranging it.
• Refund after provider cancellation charges are confirmed, returning funds to the payer's account. We not refund to an account provided by someone else.
• If the provider cannot confirm availability or cancels for reasons on their side, choose a comparable alternative or a full refund of the amount paid for the unavailable service.

7. Weather and sailing restrictions

Weather restrictions are a real concern in Ha Long and Lan Ha, so we explain them clearly rather than hide them in a force-majeure clause: authorities may suspend sailing due to weather (strong winds, storms, tropical depressions or fog). Restrictions apply to all boats in the area, regardless of operator. Neither we nor the boat owner can override them.

If this happens:

• We notify you as soon as we know, by calling the number you provided. Sailing restrictions are often announced shortly before departure, so please remain reachable the evening before and the morning of your trip.
• We try these solutions in order: move to another date, or switch to a comparable service (such as a land-based programme), or refund the unavailable service portion .
• The refund depends on the amount returned by the provider. We cannot guarantee a full refund in every case: providers may have incurred real costs for rooms, dispatched vehicles or prepared meals. We tell you the exact amount before processing.
• If the trip is shorten or change the itinerary under an authority's direction during the trip, the provider delivers what remains possible; unavailable portions are handled as above.
• We are not responsible for independently purchased flights, rail tickets, other hotels or leave from work affected by disruption. Consider suitable travel insurance for onward connections.

The same principle applies to other force-majeure events: natural disasters, epidemics, strikes, vehicle failures and decisions by public authorities.

8. Limits of liability

• We are responsible for arranging the services as confirmed with you. The operating provider delivers the service on site ; we work with the provider to remedy or resolve errors.
• Our financial responsibility for a booking does not exceed the amount you paid for the affected service for that booking.
• We are not responsible for loss of personal belongings, damage caused by disregarding safety instructions, indirect losses such as lost opportunities or income, or costs outside your booking as described in section 7.
• Website photos and descriptions are illustrative and supplied by the provider. Actual rooms, boats and schedules may vary slightly; the binding details are those in your service confirmation.
• We aim to keep the website and prices accurate, but cannot guarantee uninterrupted or error-free operation. Section 3 explains how pricing errors are handled.

9. Complaints

• Photograph or record the actual issue when possible so we have evidence to discuss with the provider.
• After travelling, you may still complain by phone or email with your booking reference. We reply through the channel you used.
• We acknowledge mistakes on our side and explain clearly when an issue is beyond our ability to resolve.

10. Booking references and lookup

• No account or password is needed. Access to your booking requires booking reference and the email used to book .
• Therefore, protect the reference like a key: do not forward confirmation emails to people you do not trust or post booking-code photos on social media.
• There is no automatic reference-recovery feature, which could expose a reference to anyone knowing your email. Call us if you lose it; staff verify your identity and resend it to the original booking address.
• Lookup attempts are limited to prevent guessing. Wait until the displayed lockout ends or call us.

Open booking lookup .

11. Website use

• Use the website to explore and request services for yourself or your group. Do not submit false or automated bulk requests, guess other people's booking references or collect data automatically.
• The system limits booking and lookup requests. Abuse may trigger a temporary block, and we may decline service.
• Website text, images and layouts belong to An Voyages or authorised partners. You may save and share them personally, but commercial reuse requires permission.
• We process your personal information under Personal data protection policy , which forms part of these terms.

12. Applicable law and disputes

These terms and related transactions are governed by Vietnamese law.

We first seek to resolve disputes through direct discussion. If agreement cannot be reached, the matter may go to a competent court under Vietnamese law.

We may revise these terms when our procedures change. Your booking uses the version published when you submitted your request. Staff notify you directly of changes affecting an ongoing booking.