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Privacy & Policy

Privacy & Policy

Clients are requested to carefully read and be sure to clearly understand our Booking term & conditions as stated below before booking with Tam Coc Travel In our form, the word "Company", "We" and "Us" refers to Tam Coc Travel. "Customer" and "Client" means you, the person who agrees to buy the tour and/or any person on whose behalf you agree to purchase the tour and who is listed on the service ticket. The word "Tour" refers to the service being booked by the Customer. This service can be a tour, transportation, visa, accommodations or other services organized by Tam Coc Travel. These terms of use apply to all our products & services which are available to purchase online, by email, booked at our booking office, by telephone, by What'sapp, Facebook Messenger or Facebook Page or our Live Chat on our website,via fax or other communication forms. By using our website or making a reservation you acknowledge and agree to have read carefully, understood and agreed to our terms of use set out as below. Please note that: Tam Coc Travel, will gladly clarify any queries that you may have.

1. Make a booking with Tam Coc Travel.

- Our company details are as follow:

- Tam Coc Travel 04 Cau Go street | District Hoan kiem [Old Quarter] | Hanoi, Vietnam |

- Openings Hours : 08:00AM - 21:30PM

- Customer Hotline - WhatsApp - Zalo - Line - Viber - Mobile (24/7):+84.904.908.025/ 936.949.328 (VN/EN)

- Office Customer Hotline: +84(0) 24.3825.56.56/ 3824.56.56 (EN/VN)

- Email: info@tamcoctravel.com

- Website: tamcoctravel.com 

Ground Arrangements:

Our company Tam Coc Travel, have clearly stated on our website and our platforms that delays and changes to methods of transport can be common throughout the region we operate in, and that they may run below operational standards that would be regarded as normal in much of the developed world. We cannot accept any claim for indirect or consequential loss arising from the failure of transport (such as train, car, boat or plane) suppliers to conform either to timetables supplied by us or to their own timetables. Tam Coc Travel cannot accept any claim for shock, distress, loss, whether mental, physical or financial, arising from deviations from operational standards by all kind of 3rd party suppliers whose services form part of our itineraries (whether original or amended). Please note that the times of road and rail departures and other services are estimates only. Tam Coc Travel will always try to ensure a current departure time.

The level of fitness required for each tour may vary, especially those with more adventurous itineraries. It is the responsibility of each individual client/participant, to assess their personal suitability, and preparation for all of Tam Coc Travel itineraries. Unfortunately, we will be unable to refund and monies in respect of services from which customers may withdraw after their arrival. Tam Coc Travel, will try within reasonable notice, to organize alternative versions of some of our activities to accommodate our clients in certain circumstances. You might consider consulting a medical advisor, regarding whether you should, travel, or participate, on your required itinerary.

2. Pricing and Payment

Bookings, will be accepted once a non-refundable and non-transferable deposit is received. All bookings are accepted on a request only basis, and are based on the service ticket and booking details sent us by the clients- it is the clients responsibility to check these details carefully and advise us of any errors immediately. In certain circumstances there can be a charge for adjusting any discrepancies. Service ticket of a completed booking form may not guarantee the availability of any booking. Whilst your deposit secures your reservation with Tam Coc Travel, it does not guarantee the availability of any hotels or land/water tour services. Your holiday cost can change due to external influences, out of our control, such as hotel availability, exchange rates, fuel surcharges and airlines changing or cancelling services. The final costs can only be guaranteed once all services have been confirmed and in the case of flights, all airline tickets have been issued.   

2.1 Payment schedule

2.1.1 Deposit to confirm a booking:

Once you have agreed the service ticket and the price, and we receive your instruction to proceed, Tam Coc Travel will ask you for a minimum 30% deposit of the total amount, if the total price is above US$500. Upon receipt of your deposit, we will make firm bookings and confirm a service ticket to you. In some cases, the deposit percentage will be altered and stated in the service ticket for your approval. The changes to the percentage amount are flexible and based on departure date and cancellation policies of third party service providers.

Please notes:

- Full payment are required for all tour prices under US$500.

- Full payment are required for all flights, train tickets, visa approval letters, airport fast track service and hotel reservations in order to issue pre-paid vouchers for your services.

- Tam Coc Travel, reserves the right to increase the deposit to a full payment as needed, especially bookings of luxury cruises and hotels or others.   

2.1.2 Final payment

Full payment of the balance must be settled by you no later than 30 days before departure for your tour. It is the clients responsibility to ensure that all payment deadlines are met. Tam Coc Travel might not send out any reminders. Full payment deadlines are set to protect your booking as airlines and cruise operators are within their rights to raise prices and in some instances cancel bookings.  If the balance due date is not met, your travel arrangements may be canceled, and you may forfeit your deposit, therefore we strongly advise all payments to be fulfilled as soon as possible. 

After Full payment the customer receives at all time a service ticket as a booking confirmation within 24hrs. Otherwise, the customer is obliged to consult the company. This service ticket is final, please read it carefully and contact us within 48hrs if anything is not right as discussed. 

Please notes:

- We use the exchange rate that is fixed at the time of our bookings from USD x local currency VND. 

- Please bear in mind that costs can change due to external influences, out of our control. We will pay these possible costs up to 30% of the booked tour price after the final payment. For an increase of the total costs with more than 30% of the total tour price the customer will be responsible for the remaining amount. However, this is an exceptional situation.  

2.1.3 Last minute payment

When the customer books a last-minute tour, package or service what content a departure within 30 days then the entire payment must be paid at least 8 days before departure. The changes to the percentage amount are flexible and based on departure date and cancellation policies of third party service providers. Therefor we reserve to have the right to increase to a full payment.

Please note:

- It is the customers responsibility to pay at least 10 days before departure regardless of weekends and holidays. Tam Coc Travel reserve the right to cancel the tour if payment within 10 days before departure is not paid..

- Deposits are non-refundable

2.2 How to pay

Bank transfer Vtc Pay & Western Union. Tam Coc Travel accept payments by this methods as listed above.

Paying by any of the above will add additional costs, the customer will be held responsible during this process for all commission fees incurred during any of the listed processes.

Please note:  Tam Coc Travel must receive the net amount

Credit card Payments Tam Coc Travel accept payment by credit cards online. For online secured payment, major cards including Visa, Master Card, American Express, and JCB Card are accepted.

Please note that payment by credit cards will incur 3% administrative fee, payable by the customer. 

Options when paying by credit card:

a.  Email

The customer will receive a payment link via email to payment provider Vtc Pay. 

Please note:  This payment link will sent by Tam Coc Travel

b. Website

Use the payment link in our website and follow further instructions.

c. At the office

Pay at the office through our POS system.(POS: Point Of Sale) 

We do not under any circumstances accept payments made by a third party. Full payment instruction will be sent to you by us when you confirm to proceed.

2.3 Your contract

Bookings are only valid for the dates and routings services specified by us and as listed on your service ticket.

A contract will exist as soon as payment confirmation is issued by the contract principal, either Tam Coc Travel or by a supplier. Any flight contract is between you and the airline – Tam Coc is acting as an agent on behalf of these airlines. Tam Coc Travel, offers only non-changeable and non-refundable flight tickets, unless agreed different. Although, Tam Coc Travel has no intention of making alterations or cancelling any travel arrangements made for clients, we reserve the right to substitute alternative transport or accommodation to ensure the completion of any itinerary or in the interest of all our guests’ safety and wellbeing. In the unlikely event that there are changes made to your travel arrangements both before or during you journey, Tam Coc Travel will attempt to inform the client by email or whatsapp as soon as possible. Please note that we are not obliged to do this, nor are we obliged to provide compensation if travel arrangements are changed. If your booking is canceled, we will first try to arrange another alternative in the same service level. Having said that, if this is not possible we will do our utmost to ensure you receive a full and prompt refund. 

Tam Coc Travel also reserves the right to decline any booking.

3. Changing or cancelling your booking

3.1 Changing your booking

Should the client wish to alter your booking arrangements, after payment confirmation has been issued, Tam Coc Travel shall endeavor to assist in making these changes to your booking. We will charge US$30 per person for changing or cancellation costs. If we are notified less than 30 days prior to the proposed departure date, we have right to refuse and do not refund deposit amount. Please note that it is not always possible to make certain requested amendments. The client will be liable for any additional charge/charges levied by the supplier to Tam Coc Travel.  

3.2 Cancelling your booking

Requests to cancel a booking must be made in writing by directly from the client’s own email account. Please note that full cancellation conditions as specified on your booking will apply and we cannot guarantee a refund. Also, Tam Coc Travel reserve the right to apply additional administration fees to any refunds due.

3.3 Cancellation Charges:

The following policies shall apply to all kind of service cancellations if you cancel your tour at a later stage: 

- Above 60 days deposit is fixed non-refundable

- 60-30 days 75% refund of total costs deposit is fixed non-refundable

- 29-15 days 50% refund of total costs deposit is fixed non-refundable

- 14 days or less no refund

- No show/no written notice no refund 

The above penalties apply when the entire booking is cancelled and apply to all services including tour, transportation and accommodation arrangements. Cancellation of luxury tours might charge 100% of total costs.

Please note:

- US30$ administration costs must be paid by default in case of change or cancellation 

- Deposits are non-refundable

- Numerous hotels in Vietnam may insist on upfront deposits at the time of booking to secure rooms. These deposits are non-negotiable and are non-refundable if a booking is cancelled.

- Please note that in many cases domestic and international flights used within your itinerary often have to be issued well in advance of your departure. These are 100% non- refundable and will be in additional to the above losses.

- Some hotels and cruises do not operate under these conditions and have more restrictive cancellation conditions especially during high season. Tam Coc Travel will pass these charges on to the client where relevant.

- Special conditions: Depending on airlines and suppliers cancellation policies, the above conditions may be modified without any notification.

- If the cancellation is not for the entire booking (e.g. just one party member) those cancelling may be liable for any single occupancy costs applied to the other members of the original booking.

- Any refund does not include visas, visa processing fees and travel insurance which shall be 100% forfeit in all cases.

Clients must have suitable travel insurance cover in order to provide cover for these charges in the event of cancellation or delay. Tam Coc Travel, cannot be held responsible for any expenses arising from an unscheduled departure from any itinerary. Please note that, Tam coc Travel shall not be held responsible for any force majeure.

No refund will be made for unused travel services or any portion thereof, nor is the price or value of unused travel services exchangeable for alternative arrangements. All air tickets are non-refundable, valid only for the flight and/or dates purchased and cannot be exchanged or transferred.

3.4 Refund procedure

If the refund has been approved, then it will take place through Vtc pay or by cash in our office. Final refunds can be settled directly in our office in Hanoi or with a maximum of 4 working days.

Please note:

- Refund by Vtc pay may incur additional costs such as currency and transactions fees, the client is liable for any costs incurred

- Refund by credit cards is not possible

- Refund by bank transfer is only possible if the payment has also been made by bank transfer

- Refund via website tamcoctravel.com is possible, if the booking is booked directly via the website and only the amount that was booked via our official website.

4. Trip notes

Please note, for each booked tour we inform the customer regarding any important items you may need to know. We do this to ensure that you are well prepared during the booked tour. We use an app which you can easily download as a tool so that you can follow your journey from start till finish.

Please note:  Our service ticket is always final as a booking is confirmed. Our travel app is only a tool.

5. Customers with Special Needs

It is the client’s responsibility to disclose to Tam coc Travel, prior to booking, any physical or mental conditions of a member of their party which may be relevant. Tam Coc Travel reserves the right to decline to provide the tour for a person where, in the opinion of the company, that tour would be inconsistent with the special needs of that person.  No liability shall be attached to Tam Coc Travel for the provision of an unsuitable Tour, or for any person where that person special needs have not been disclosed at the time of booking.

6. Special Requests

Special Requests (e.g. ground floor accommodation etc.) must be communicated by client in writing to Tam Coc Travel at the time of making the booking. Tam Coc Travel shall endeavor to use all reasonable methods to fulfill such requests.  However, please note that special requests cannot always be guaranteed and do not form part of the contract. Also no liability shall be attached to Tam Coc Travel for failure to comply with a special request.  

In order to fulfill any special food request, the client must inform us by email in advance at your booking.

If you are vegetarian, vegan or have food allergies or do not eat seafood or others we cater to you. If you have very specific dietary needs, please discuss this at the time of booking, if we can’t cater, the client will be responsible to care about your own brought meals.

Please note: Special requests cannot be processed within 1 day of departure.

7. Additional travel essentials

7.1 Travel Insurance

We strongly advise all clients to have a fully comprehensive travel insurance including, cancellation , medical, baggage and supplier default insurance to protect their travel plans.   

7.2 Health

The client is responsible to check the health and medical requirements for the destinations you are visiting with your medical adviser and arrange any vaccinations and medical certificates prior to their departure.   

7.3 Visa and Passport

Clients are responsible for obtaining and carrying correct visas, passports and other travel documents remains with the client. Passports should be valid for at least 6 months beyond the date of your intended departure from Vietnam and hold sufficient pages for any visas, entry and exit stamps. 

Visa and health requirements may frequently change, and it is advisable to recheck all requirements, close to your departure. It is the clients responsibility to ensure that you satisfy all applicable requirements in respect of passport, visa and health matters. As Tam Coc Travel cannot be held liable if you fail to ensure this.

8. Liability

Tam Coc Travel, cannot be held responsible for the safety and well-being of clients or their belongings. Whilst, we shall provide all reasonable help and assistance it is imperative that you take out adequate travel insurance. If the customer destroys something or caused damage during a booked tour the clients are responsible for any costs the may be incurred. During some tours the customer may obligated to sign separate liability contracts stating that Tam Coc Travel cannot be held responsible for any harm. Refusal to sign, may access to the tour can be denied and any costs are not reimbursed.

9. Force Majeure

Please note, that at any time Tam Coc Travel may cancel, suspend, alter or withdraw a booking in the event or 'Force Majeure', in this case the client will be refunded money received by Tam Coc Travel , minus any deductions for expenses incurred. Tam Coc Travel, cannot accept responsibility or pay any compensation for any loss, delay, cancellation or alteration of travel arrangements caused by circumstances that amount to 'Force Majeure'. This may include war or threat of war, outbreak or threat of disease, denial of border entry for any undocumented reasons, industrial disputes, fire, extreme and adverse weather conditions, natural disaster, riots/civil strife, terrorist activity, decisions relating to foreign nationals made by the elected or de facto leaders of such areas; and such other circumstances beyond Tam Coc Travel’s Vietnam’s reasonable control. In such circumstances we will do all possible to provide alternative necessary travel arrangements to ensure the safe passage for our clients. Any costs incurred are in addition to the original cost of the existing tour and it may be required for them to be paid in advance.

As recommended earlier, we strongly advise that clients have a fully comprehensive up to date insurance travel policy before commencing of any booked tour.

10. Complaint

If the client should have any problem during a tour with Tam Coc Travel , they must immediately inform us by our customer hotline. Our hotline is 24/7 available. There is always a way to report any complaint, and this must be done within 4 hours of any problem that may occur, this will hopefully allow us sufficient time to resolve any such problem .

If you are not satisfied with the solution offered, a comprehensive complaint can be sent to info@tamcoctravel.com

We only handle refund claims once received by email. The complaint will be handled with care and will be reviewed within three working days. However, we try to response quickly.

Please note:  That Tam Coc Travel will only deal with complaints which were first reported via our hotline.

Tam Coc Travel is fully committed to protecting your privacy, and we take this very seriously. This privacy policy explains how we use any personal information we collect about you when you contact us about our services.

You do not have to provide your personal information to us, but if you do not provide certain information we may be limited to provide some products and services to you. Where you refuse to provide mandatory travel information or allow us to disclose it tour suppliers as required to fulfill your request our travel partners will not be able to transport you or fulfill your travel booking. This Privacy Policy forms part of your contract with us for the travel and/or those products or services provided.

How we collect information about you?

Tam Coc Travel, collect information about you when you register with us or make an enquiry for our products and services. We also collect information when you voluntarily complete any customer surveys, provide feedback and participate in competitions or join our online social media events. When you provide data on behalf of other members of your party you must obtain their consent, and by providing this information it is taken that consent has been obtained.

How will we use the information about you?

We collect information about you in order to process your booking, and to ensure your travel arrangements run smoothly and meet your requirements. This will require us to pass the information on to relevant suppliers of your travel arrangements such as tour operators, airlines, hotels and transport companies. Your data will also be used in the event of resolving a complaint. If you agree the data collected will also be used to contact, you for marketing purposes about other products and services we think may be of interest.

Agreeing to our privacy policy allows us to use your personal information so that we can offer you all of our products and services. Tam Coc Travel, endeavor to take appropriate technical and organizational measures, along with physical security measures within the office, to prevent unauthorized or unlawful processing of personal data and accidental loss or destruction of, or damage to, personal data. Tam Coc Travel, will not share your information for marketing purposes with companies outside our organization. In processing your booking, we may be required to provide details to public authorities such as customs, border control and immigration, if required by them or as required by law. We may send your details outside the European Economic Area (EEA) e.g. if your holiday is outside the EEA and the hotel/airline needs to be advised of your details. Due to the global nature of the infrastructure of the internet please be aware that controls on data protection outside the EEA may not be as strict as in country of residence.

What sensitive data may we hold?

Sensitive personal data includes data about an individual’s health and religion and other categories of personal data which are closely protected. We do not generally collect this information from you, but where we do we seek to minimize the collection and use of it. Health questions may be required to arrange airport assistance etc. or to ensure the suitability or food diet restrictions of a particular tour, the information provided will only be used for this purpose. Where your religion or health status could be inferred from meal preferences this information will only be used to fulfill your meal request.

Sensitive Data may also be required when completing Visa Applications to gain entry for Vietnam. This information will be required to fulfill the contract and obtain the necessary visa. When Sensitive Data is required you agree that you have voluntarily provided the information to us and that you consent, for us to use that information to provide you with these products and services and supply the information to our suppliers ( example airlines).

In each case, you specifically consent (on your behalf and on behalf of those you are booking for) that we can use and transfer the required data outside your local country to anywhere in the world you are travelling to fulfill the process that you have requested. We need a valid copy passport and visa copy upon your arrival traveling with Tam Coc Travel and, this as this is required for the Vietnamese Law as overnight stays registrations, VAT & tourism department administration.


Tam Coc Travel operate CCTV in our office area. Video & sound recording is for security reasons only and data is destroyed after 3 months. The recording data would only be used where security has been compromised and photographic evidence will be of use. This photographic evidence will only be reviewed by employees of  Tam Coc Travel, and will only be shared on request with the security services under the Vietnamese LAW.


Tam Coc Travel may send you information about our products, and services which could be of interest to you. If you have consented to receive marketing, you may opt out at a later date. You have a right at any time to stop us from contacting you for marketing purpose. If you no longer wish to be contacted for marketing purposes please unsubscribe when you receive an email.

How long do we retain data for?

We keep records for as long as required to manage bookings and provide the other relevant products or services anticipated by this Privacy Policy, including keeping you up to date with our marketing and where required to by law or for record purposes. Your personal data will be stored on our office system,for 2 years after your departure date, and deleted on an annual basis after that. You can request for your data to be once it is no longer required for the booking process. Passport Information will be stored in our office safely. Your personal information will be treated with the utmost security.


By choosing to disclose your personal information to us on our website, by email, in person with a consultant or over the phone you consent to the collection, storage, processing and other use of your personal information by us in the manner set out in this Privacy Policy.

Our website.

We solely own and operate tamcoctravel.com where you can sign up to receive our marketing or promotions. We may also track cookies when you visit our website.

Access to your information and correction. You have the right to request a copy of the information that we hold about you. If you would like to receive a copy of some or all of the personal information, please email or write to us at the following address: info@tamcoctravel.com

Other websites

Our website contains links to other websites. This privacy policy only applies to Tam Coc Travel, therefor when you link to other websites you should read their own privacy policies.

Tam Coc Travel do not control websites which we do not operate, and are not responsible for their contents or use of them. Inclusion of these links to such websites does not imply any endorsement of the material on such websites.

Tam Coc Travel, maintain all copy rights to any images, photographs, videos, literature, and so forth displayed by us on our company’s official website.