Thank you for choosing Aodai Tours. We strive to offer safe, reliable, and transparent tour guide booking services. This Refund Policy explains our rules regarding cancellations, rescheduling, force majeure, and refund procedures to protect both customers and local guides.

 

1. Customer-Initiated Cancellations

To ensure our guides can properly plan their schedules, the following cancellation and refund standards apply:

1.1 Cancellation Timeframes and Refund Amounts

  • Cancellation made more than 72 hours before the scheduled tour: Eligible for a 100% full refund
  • Cancellation made 48–72 hours before the scheduled tour: Eligible for a 50% partial refund
  • Cancellation made less than 48 hours before the scheduled tour: No refund
  • No-show (customer does not appear at the meeting point): No refund

(Example: the guide arrives at the meeting point but the customer does not show up)

1.2 How to Cancel

Customers may request cancellation via:

  • Submitting a cancellation request through the system (when released)
  • Contacting our customer support (contact details to be added)

The cancellation time will be based on the timestamp of the request, not the tour date.

1.3 Multiple Bookings

If a customer books multiple guides or multiple tour dates, each booking will be evaluated individually based on the relevant cancellation timeframe.

 

2. Rescheduling a Booking

We understand plans may change. However, rescheduling also affects guide scheduling. Therefore, the following rules apply:

2.1 Rescheduling Rules

  • Reschedule request submitted more than 72 hours before the tour: One-time reschedule allowed free of charge (subject to guide availability)
  • Reschedule request submitted less than 72 hours before the tour: Treated as a cancellation and follows the cancellation policy

If the original guide is unavailable for the new date, Aodai Tours will attempt to assign another guide, but this cannot be guaranteed.

2.2 Multiple Rescheduling Attempts

  • Each booking is eligible for one free reschedule only
  • Additional rescheduling requests will be treated as a new booking and must be paid again

 

3. Aodai Tours-Initiated Cancellations

Aodai Tours may cancel a booking under the following circumstances:

3.1 Guide Unavailability

Examples include:

  • Illness
  • Accidents
  • Emergencies

In such cases, we will:

  • Try to assign a replacement guide

If no replacement is available or the customer does not agree to a replacement → Full refund will be issued

3.2 Weather, Safety, or Government Restrictions

Tours may be cancelled due to:

  • Severe weather (e.g., storms, flooding)
  • Public safety concerns
  • Government-imposed restrictions
  • Sudden closure of attractions

We will offer:

  • Assistance to reschedule the tour, or
  • A full refund if rescheduling is not possible

3.3 System Errors or Incorrect Pricing

If a booking is created due to system errors or incorrect pricing, Aodai Tours reserves the right to cancel the booking and issue a full refund.

 

4. Non-Refundable Situations

Refunds will not be granted under the following situations:

  • Customer fails to arrive on time
  • Customer provides incorrect meeting point details or wrong contact information
  • Customer is late beyond the guide’s waiting time (typically 15–20 minutes)
  • Customer ends the tour early by personal choice
  • Tour is terminated due to customer violating local laws or regulations

Customer requests a refund due to weather conditions that do not meet cancellation standards

 

5. Partial Refund Situations

A partial refund may be considered under the following conditions:

  • The guide has already completed part of the service
  • The tour is affected by minor uncontrollable factors but can still continue
  • Some attractions are temporarily closed but the main tour can still take place
  • Refund amounts will be determined based on the remaining service portion and evaluated by Aodai Tours.

 

6. Refund Procedure

6.1 Submitting a Refund Request

Customers must provide the following:

  • Booking number
  • Full name
  • Reason for cancellation

6.2 Processing Time

  • Refunds are generally processed within 3–5 business days
  • Depending on your bank or payment platform, the amount may take 7–14 business days to reflect

6.3 Refund Method

  • Refunds will be returned using the original payment method
  • If the original payment method is unavailable (e.g., expired credit card), alternative arrangements will be discussed

 

7. Special Circumstances

7.1 Health or Emergency Situations

If a customer is unable to attend the tour due to a serious health issue or emergency, supporting documents (e.g., hospital confirmation) may be required. Aodai Tours will review and handle the case flexibly where possible.

7.2 Third-Party Travel Insurance

If the customer has purchased travel insurance, compensation may be available through the insurance provider.

 

8. Policy Updates

Aodai Tours reserves the right to update this Refund Policy at any time. Any revisions will be posted on our platform and become effective immediately.