Terms of Service

When you send a booking request, we record it and email you a reference number. That email confirms we received your request — it is not confirmation that your seats are held. One of our advisers will contact you to check availability, confirm the itinerary and agree the final price.

Your booking is confirmed only when we tell you it is, in writing. Until then, please do not book non-refundable flights or hotels around it.

We do not take payment through this website. There is no card form here, and we will never ask for card details by email. Payment arrangements are agreed directly with you once your booking is confirmed.

If someone contacts you claiming to be Haven Tours and asks you to pay to an account you have not agreed with us, please contact us before sending anything.

Prices shown on this website are per person and include the taxes and fees stated on each tour page. Many of our tours are priced by group size, so the per-person price falls as the group grows — the price you see reflects the party size you entered.

The total shown at checkout is an estimate based on what you selected. We confirm the final price with you before your booking is confirmed. Prices can change if your dates, group size or itinerary change.

Promotional codes apply only to the tours and dates they are issued for, cannot be exchanged for cash, and may be withdrawn at any time before a booking is confirmed.

Each tour page publishes its own cancellation terms, and those are the terms that apply to your booking. Please read them before you confirm — they differ between a day trip and a multi-day tour, and refunds on longer tours reduce as the departure date approaches.

To cancel or change a booking, contact us by email or phone and quote your reference number. Cancellation takes effect when we receive your request, not when you send it.

We may cancel a departure for reasons outside our control — severe weather, unsafe sea conditions, government restrictions, or too few travellers on a shared departure. If we cancel, we will offer you an alternative date or a full refund of what you have paid us.

• Give us accurate names and contact details — we use them to arrange pickups and to reach you on the day
• Hold a valid passport and any visa Vietnam requires for your nationality; we cannot obtain these for you
• Tell us in advance about medical conditions, mobility needs, allergies or dietary requirements that affect the tour
• Arrange your own travel insurance — we strongly recommend it, and it is not included
• Follow the reasonable safety instructions of your guide and crew, particularly on boat and water activities

We arrange and operate the tours described on this website, and we are responsible for delivering them with reasonable care and skill. Where a tour includes services from independent suppliers — hotels, boat operators, drivers — we choose them with care.

We are not responsible for losses caused by events outside our reasonable control, or by a traveller not following safety instructions. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for anything else that cannot lawfully be limited.

Tour descriptions, itineraries and photographs on this website belong to Haven Tours or are used with permission. Please do not republish them commercially without asking us first.

We keep tour information as accurate as we can. Itineraries can change for operational reasons — tides, weather, road conditions or site closures — and your guide may reorder a day where that is necessary.

If something goes wrong during your tour, please tell your guide at the time so we have a chance to put it right. If you are still unhappy afterwards, email us with your booking reference and we will look into it.

These terms are governed by the laws of Vietnam, and disputes fall to the competent courts of Vietnam. This does not remove consumer protections you have under the laws of your own country of residence.