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1.1. This policy sets out the principles, conditions, and procedures for changing, canceling, and refunding orders for Products and Services placed through the iGuide.ai e-commerce platform, ensuring compliance with consumer protection laws, e-commerce regulations, and other relevant regulations.
1.2. Policies applicable to:
- The Buyer/Service User places the order on the iGuide.ai platform;
- Service Providers (“Providers”) offer Products and Services through the iGuide.ai Platform;
- iGuide.ai acts as the operator of the e-commerce marketplace, acting as an intermediary connecting Buyers and Suppliers.
1.3. For each specific service/service order, the detailed conditions for changes, cancellations, and refunds are stipulated in the Provider's Policy and/or in the product conditions listed on the Platform. These conditions are an integral part of the electronic service contract between the Buyer and the Provider.
The terms, conditions, and refund amounts (if any) are initially established by each provider for each specific type of Product and Service (accommodation, transportation, tours, experiential activities, package deals, etc.);
These policies are provided by the service provider to iGuide.ai and are clearly and easily displayed on the respective service booking interface by iGuide.ai.
When the Buyer completes the service booking (including the actions of “Book”, “Pay”, “Confirm booking” or equivalent actions), the Buyer is deemed to have read, understood and accepted the terms and conditions regarding changes, cancellations and refunds for that service;
The terms and conditions regarding changes, cancellations, and refunds are an integral part of the electronic service contract between the Buyer and the Supplier. iGuide.ai is not the primary service provider, but rather an intermediary connecting and supporting the buyer.
- In cases where a booking includes multiple services or different providers (e.g., accommodation + experiential activities; multiple service items within the same trip), each service will be subject to the change, cancellation, and refund policies of its respective provider;
- The total refund amount (if any) for the order may be the sum of individual refunds for each service, after deducting applicable fees according to specific policies.
Unless otherwise specified in the terms and conditions of service, the time limit for changes or cancellations is understood to be in local time at the service location or as stipulated by the service provider;
The time of submitting a request to change or cancel an order is recorded by the iGuide.ai system and/or according to the time confirmed through the official channel published by iGuide.ai.
Buyers may request changes or cancellations to service bookings within the following scope and conditions:
- The notice period before the start of service use;
- Cancellation/modification fees (if any) are subject to the supplier's policy;
- Other restrictions are published by NCC/iGuide.ai on the service information page, such as: no refunds/cancellations, no date changes, no guest name changes, minimum stay requirements, terms and conditions of promotional programs, etc.
Depending on the type of service and provider, the following timelines are typically specified:
- Cancellation/modification X days before the service date: a maximum of Y% of the paid service value will be refunded (after deducting cancellation/modification fees, if any);
- Cancellation/modification within X days prior to service use: only a partial refund or no refund will be given, depending on the service provider's specific policy;
- Failure to show up for service (no-show) without prior notice or with late notification may be considered an unsuccessful service use and no refund will be given.
- The examples above are for illustrative purposes only; specific conditions are stated for each product/service and are applied according to the policy published by the supplier.
- Buyers submit requests through the official support channels announced by iGuide.ai (platform account, email, hotline, or online request form – if available);
- Buyers must provide at least: service order code, identification information (full name, email/phone number), and request details (date change, cancellation, number of services, etc.);
- iGuide.ai will receive and review the policy applicable to the service and coordinate with the service provider to inform you of the processing results or alternative solutions (if any).
For certain promotional programs, super-saver prices, or non-refundable/non-changeable prices, the supplier may stipulate that cancellation or changes are not allowed after booking;
In this case, if the Buyer still requests cancellation/change, the order may not be refunded or may only be considered for support according to the Supplier's own policy (if any).
NCC may only unilaterally change or cancel services in reasonable circumstances, including but not limited to:
- Force majeure events as defined by law and/or agreement, such as: natural disasters, epidemics, war, riots, strikes, decisions/requests of competent state authorities, public safety incidents, or circumstances beyond the reasonable control of the service provider;
- Other legitimate reasons clearly stated in the Product Terms, Service Conditions, or Contract with the Buyer (e.g., failure to meet the minimum number of participants for a group tour if this condition has been announced in advance).
When changing or canceling services under the circumstances in Section 4.1, the service provider is responsible for:
- Promptly notify the Buyer and/or iGuide.ai as soon as you become aware of an event that would lead to a change or cancellation of the service;
- Propose one or more solutions, including:
- Changes to the date, time, location, or equivalent form of service delivery (if the Buyer approves);
- Switch to another service of equivalent or higher value (Buyer pays the difference, if any);
- Refund all or part of the amount paid, in accordance with the published policy and/or agreement with the Buyer;
- Coordinate with iGuide.ai to process refunds (if applicable), providing all necessary confirmations and documentation.
- iGuide.ai, acting as an e-commerce platform, facilitates information exchange between Buyers and Suppliers, provides technical support, and assists in receiving and processing Buyer requests within the system.
- The ultimate responsibility for service delivery or reimbursement (including replacement, cancellation, and refund) rests with the service provider, except for any liability arising directly from iGuide.ai's fault in its role as an intermediary (if any) as stipulated by law and the Terms & Conditions.
The refund amount (if any) is determined on the basis of:
- The service cancellation/modification policy has been published by the service provider and accepted by the buyer at the time of booking the service;
- The extent to which the service has been used or provided in practice (e.g., service has started/partially completed);
- Reasonable, non-refundable costs actually incurred by the service provider or iGuide.ai in providing the service (if specified in the terms of service).
- General principle: Refunds are processed using the same method as the original payment (e.g., bank card, e-wallet, bank transfer) to the extent technically permissible and in accordance with the regulations of the payment intermediary;
- In cases where the original refund method is not possible (e.g., the method has ceased operation, the account is closed, etc.), iGuide.ai and/or the Supplier will communicate with the Buyer to agree on an alternative refund method (bank transfer, credit code, etc.) within the legal framework.
- After the refund request is approved and confirmed by the supplier/iGuide.ai, the transfer/refund will be processed within a reasonable timeframe, in accordance with:
- Internal refund processing procedures of iGuide.ai and the service provider;
- Regulations and procedures of the payment intermediary, bank, or related financial institution;
- The specific timeframe may vary depending on the payment method and does not include the technical processing time of the bank/payment intermediary after iGuide.ai has submitted the refund request.
Unless otherwise stipulated by law or the service provider/iGuide.ai has its own special policy, service fees, transaction processing fees, and additional utility fees charged by iGuide.ai (if any) are generally non-refundable when the Buyer cancels the service;
- Information regarding non-refundable fees (if any) will be shown in the price list/service terms and conditions or in the payment information section.
- In cases where transactions are conducted in foreign currency or involve international financial institutions, the refund amount may be affected by exchange rates, conversion fees, and third-party bank fees;
- iGuide.ai is not obligated to reimburse any differences due to exchange rates, conversion fees, or bank fees, unless otherwise stipulated by law or by separate agreement.
- Carefully read and understand the change, cancellation, and refund policies for each service before confirming your booking;
- Provide accurate information and communicate promptly with iGuide.ai/NCC when you need to change or cancel the service;
- You are responsible for all changes and cancellations arising from your side, including cancellation/change fees (if any) according to the published policy.
- Clearly, honestly, and up-to-date disclose policies regarding changes, cancellations, and refunds for each product/service;
- Fulfill commitments regarding cancellation/exchange and refunds according to the published policy;
- Collaborate with iGuide.ai in processing Buyer requests, providing necessary documentation and confirmations for refunds.
- Accurately and clearly list and display the change, cancellation, and refund policies provided by the supplier;
- Provide technical support, receive and forward buyer requests to suppliers, monitor and expedite the processing within the scope of the e-commerce platform's role;
- Fulfill the obligations of an e-commerce service provider as stipulated in Decree 52/2013/ND-CP (amended and supplemented) and relevant laws, within the limits of responsibility as prescribed in the Platform's Operating Regulations and Terms & Conditions.
This policy may be reviewed, amended, and supplemented by iGuide.ai from time to time to comply with legal regulations and the platform's operational practices. Any changes (if any) will be published on the iGuide.ai website/app; the Buyer's continued use of the service after the publication date will be understood as having read, understood, and agreed to the updated policy.
