Effective Date: 11/08/2026
Website: themekongjourney@gmail.com
Phone/Whatsapp: +1 (365) 476 1836
1. PURPOSE AND SERVICE SCOPE
The Mekong Journey provides private inbound travel, tourism, transportation, local experiences and accommodation services for international visitors travelling in Vietnam.
Our standard services include:
Private day tours within Vietnam
Private multi-day tours within Vietnam
Private customized / tailor-made itineraries
Private airport and hotel transfers
Private cars, vans, coaches and local transportation
Private boat, sampan and river experiences
Private tour-guide and local-guide services
Local cultural, culinary, nature and community experiences
Homestay, bungalow and other accommodation services
The company does not provide outbound tours for travellers departing Vietnam to visit other countries and does not operate standard join-in/shared tours. A booking made by several travellers together remains a private booking.
2. BOOKING & CONFIRMATION POLICY
A booking request becomes confirmed only after availability is confirmed, the customer accepts the applicable terms and required payment is received.
A Booking Confirmation will identify the main services, dates, number of travellers, price, inclusions, exclusions and applicable cancellation conditions.
Customers should review all booking details immediately and report errors as soon as possible.
3. PRIVATE TOUR POLICY
All standard tours are private services designed for the customer and their travelling party.
The vehicle, guide, boat and itinerary are not shared with unrelated customers unless expressly stated in writing.
The itinerary may be customized subject to availability, operating conditions, supplier restrictions and agreed pricing.
Changes requested after confirmation may result in additional charges.
4. CUSTOMIZED / TAILOR-MADE TOUR POLICY
Tailor-made itineraries are prepared according to the customer's requested destinations, activities, timing, accommodation and transportation.
A customized itinerary becomes confirmed only after the customer accepts the quotation and applicable conditions.
Supplier availability may require reasonable substitutions, which will be discussed with the customer where material.
5. BOOKING INFORMATION & TRAVEL DOCUMENTS
Customers must provide accurate names, contact information, nationality and other information reasonably required to operate the booking.
Names used for transportation and other regulated services should match the traveller's passport.
International visitors are responsible for valid passports, visas, permits and entry documents.
6. VIETNAM VISA & ENTRY INFORMATION
We may provide general information or reasonable assistance regarding Vietnam entry and visa procedures.
Visa approval and admission into Vietnam are determined by the relevant authorities. We do not guarantee visa approval, airline boarding or border admission.
Customers should verify current requirements with the relevant Vietnamese authorities before travel.
7. PRICING & QUOTATION POLICY
Prices are based on the services and passenger details stated in the quotation.
Quotes may have a stated validity period and may change before confirmation because of availability, seasonal pricing, taxes, exchange rates or supplier costs.
Confirmed prices normally apply unless the customer requests changes or additional services, or an obvious pricing error requires correction.
8. CHILDREN TOUR PRICING POLICY
Children aged 5 years old or younger travel free of charge.
Children over 5 and under 10 years old are charged 50% of the adult tour price.
Guests aged 10 years old and above are charged the adult rate.
Age is determined on the date of the tour. We may request a passport or other identification to verify age.
The free child rate applies to the tour price only and does not necessarily include a separate seat, bed, meal, entrance ticket, boat seat or other separately chargeable service.
Supplier-specific child restrictions or charges may apply and will be disclosed where applicable.
9. PAYMENT POLICY
Payment methods may include bank transfer, card, online payment gateway or other methods stated in the quotation or confirmation.
Deposit and balance deadlines are stated in the booking confirmation.
Failure to pay by the deadline may result in cancellation under the applicable conditions.
Bank, card or payment-provider charges may apply where actually incurred and legally permitted.
10. TOUR CANCELLATION POLICY
The cancellation conditions shown on the confirmed booking apply.
Suggested standard matrix for approval: more than 30 days before departure: no cancellation charge; 15-30 days: 20%; 7-14 days: 50%; 3-6 days: 75%; less than 3 days: 100%; no-show: 100%.
These percentages are draft placeholders and must be approved against actual supplier commitments before publication.
11. ACCOMMODATION CANCELLATION POLICY
Accommodation may be refundable, partially refundable or non-refundable depending on the selected rate.
Suggested standard matrix for approval: more than 7 days before arrival: no charge; 3-6 days: 50%; within 48 hours: 100%; no-show: 100%.
Rate-specific conditions displayed at booking take priority.
12. AMENDMENT / DATE CHANGE POLICY
Customers may request changes to dates, number of travellers, room type, pickup location or additional services, subject to availability.
Supplier fees and additional operational costs may apply.
Changes requested close to departure may not be possible.
13. REFUND POLICY
Refund eligibility is determined by the applicable booking conditions, reason for cancellation or service failure, supplier conditions and applicable law.
Approved refunds will normally be processed within 7-14 business days after approval, subject to payment-provider processing.
Refunds will normally use the original payment method where reasonably possible.
14. COMPANY-INITIATED CHANGES / CANCELLATION
We may make reasonable minor changes due to weather, traffic, safety, supplier operations or other operational requirements.
If a material change substantially affects the confirmed service, available remedies may include accepting the change, rescheduling, an alternative service or an appropriate refund, subject to circumstances and applicable law.
If the company cancels a service, we will make reasonable efforts to offer an alternative or appropriate refund.
15. FORCE MAJEURE / EXTRAORDINARY CIRCUMSTANCES
Services may be changed, postponed or cancelled when circumstances outside our reasonable control make the original arrangement unsafe, unlawful or impracticable.
Examples include severe weather, flooding, storms, natural disasters, major transport disruption, government restrictions, war, civil unrest, public-health emergencies and attraction closures.
We will make reasonable efforts to notify customers and minimize inconvenience.
16. ESSENTIAL TRIP INFORMATION
Each private itinerary should identify material conditions such as walking, cycling, boat travel, stairs, heat exposure, accessibility, child suitability, weather and other relevant physical requirements.
Customers should review this information before booking and contact us if they are unsure whether an activity is suitable.
17. HEALTH, ACCESSIBILITY & SPECIAL REQUIREMENTS
Customers should notify us before travel of mobility requirements, serious allergies, dietary restrictions or accessibility needs.
We will make reasonable efforts to accommodate requests where possible.
Rural destinations, boats, homestays and local facilities may have limited accessibility.
18. FOOD ALLERGY & DIETARY POLICY
Dietary requirements should be provided at booking.
We will communicate requests to relevant suppliers where reasonably possible.
Cross-contact with allergens may occur. Customers with severe allergies should take appropriate precautions and carry necessary medication.
19. TRAVEL INSURANCE POLICY
We strongly recommend comprehensive travel insurance covering medical expenses, emergency assistance, cancellation, interruption and baggage.
Insurance may be mandatory for particular activities where stated.
20. TRANSPORTATION POLICY
Transportation may be provided by us or independent Vietnamese suppliers.
Vehicle type may change because of availability, weather, safety or local operating conditions while maintaining a reasonable service standard.
Customers must follow driver and guide safety instructions.
21. PRIVATE BOAT / SAMPAN / RIVER SAFETY POLICY
Customers must follow boat-operator and guide instructions and wear life jackets when instructed.
Customers should remain in designated areas and avoid unsafe movement.
Children must be appropriately supervised by parents or guardians.
River activities may be modified or suspended when weather or water conditions create safety concerns.
22. TOUR GUIDE & CUSTOMER CONDUCT POLICY
Guides and staff are expected to provide services professionally and respectfully.
Customers must treat guides, staff, suppliers, local residents and other people respectfully.
Threatening, abusive, discriminatory, harassing or seriously disruptive conduct is not tolerated.
23. NO-SHOW / LATE ARRIVAL POLICY
Customers should arrive at the stated pickup or meeting point on time.
Late arrival may result in missed services and additional transport costs.
Failure to attend without prior notice may be treated as a no-show and may be non-refundable.
24. EARLY DEPARTURE POLICY
If a traveller voluntarily leaves a private tour after departure, unused services will normally not be refunded.
Situations involving safety issues, medical emergencies or company-initiated cancellation will be assessed separately.
25. HOMESTAY / BUNGALOW BOOKING POLICY
Accommodation is provided according to the confirmed room type, occupancy, rate and included services.
Standard check-in: 14:00. Standard check-out: 12:00, unless otherwise confirmed.
Early check-in and late check-out are subject to availability and may incur charges.
Exact room numbers or exact views are not guaranteed unless expressly confirmed.
26. HOMESTAY / BUNGALOW HOUSE RULES
Guests must respect hosts, staff, local residents and other guests.
Noise should be kept at a reasonable level, especially at night.
Parties, illegal activity, dangerous behaviour and conduct that seriously disrupts the property are prohibited.
Guests must follow posted safety, smoking and facility rules.
27. SMOKING POLICY
Smoking is prohibited in designated non-smoking areas.
Guests must use designated smoking areas where provided.
Reasonable cleaning or restoration costs caused by smoking may be charged where legally permitted.
28. PET POLICY
Pets are permitted only where expressly stated.
Guests must notify us in advance and are responsible for supervision and legally permitted additional costs.
29. ACCOMMODATION LISTING ACCURACY
Accommodation descriptions should accurately state room type, bed configuration, facilities, river views, balconies, bathrooms, Wi-Fi, breakfast and other material features.
If a material discrepancy is discovered, guests should contact us promptly so that we have an opportunity to remedy it.
30. ACCOMMODATION ISSUE & REBOOKING POLICY
Guests should report material accommodation issues as soon as reasonably possible, preferably within 24 hours of check-in.
We will investigate and, where appropriate, remedy the issue, move the guest to an alternative room, provide equivalent or upgraded accommodation, or consider an appropriate refund.
If the confirmed accommodation cannot reasonably be provided, we will make reasonable efforts to arrange suitable alternative accommodation.
31. HOUSEKEEPING & SERVICE INTERRUPTION
Housekeeping frequency depends on the accommodation type and confirmed service.
Temporary interruptions to electricity, water, Wi-Fi or other facilities may occur because of maintenance, weather or local infrastructure.
We will make reasonable efforts to restore material services as soon as practicable.
32. PROPERTY DAMAGE POLICY
Guests may be responsible for actual damage caused by intentional or negligent conduct, subject to applicable law.
Material damage and reasonable repair or replacement costs will be documented and communicated where practicable.
33. LOST & FOUND POLICY
We will make reasonable efforts to identify and contact guests regarding items found after departure where the owner can reasonably be identified.
Customers are responsible for reasonable packaging, shipping and delivery costs if they request return.
34. CHILD SAFETY POLICY
Parents or legal guardians remain responsible for supervising children.
Particular care is required around rivers, ponds, boats, docks, stairs, balconies, roads and other potentially hazardous areas.
Guides and staff do not replace parental supervision.
35. PERSONAL BELONGINGS & SECURITY
Customers should take reasonable care of passports, money, electronics, jewellery and other valuables.
Customers should report suspected theft or loss promptly.
36. EMERGENCY & SAFETY ASSISTANCE IN VIETNAM
Customers should immediately contact our designated emergency contact regarding injury, medical emergencies, theft, security concerns or unsafe conditions.
Emergency contact: +84 968 874 002.
We will provide reasonable assistance within the scope of our service. Customers remain responsible for their own medical and emergency expenses unless otherwise covered.
37. RESPONSIBLE TOURISM POLICY
We aim to work with local families, guides, transport providers and businesses where appropriate.
We encourage responsible water and energy use, reduction of unnecessary single-use plastic and respect for local communities.
We do not intentionally promote activities that exploit or harm wildlife.
38. CULTURAL RESPECT IN VIETNAM
Customers should respect Vietnamese customs, traditions, religious sites and local communities.
At temples, pagodas, villages and family homes, customers should follow local dress, photography and behaviour requirements.
Photography or filming of individuals should be undertaken respectfully.
39. ANTI-DISCRIMINATION & HARASSMENT POLICY
We aim to provide services without unlawful discrimination.
Customers, staff and suppliers are expected to treat one another respectfully.
Threatening, abusive, discriminatory or harassing behaviour may result in appropriate action subject to applicable law.
40. PRIVACY & PERSONAL DATA POLICY
We collect personal information necessary to process bookings, provide travel and accommodation services, communicate with customers, process payments, meet legal obligations and provide emergency assistance.
Information may include name, contact details, passport/travel information, booking details and relevant service requirements.
Personal data will be handled in accordance with applicable Vietnamese law and the company's Privacy Policy.
41. PERSONAL DATA SHARING WITH SUPPLIERS
Where necessary to fulfil a booking, relevant information may be shared with accommodation providers, guides, drivers, boat operators, activity providers, restaurants, payment providers and other necessary suppliers.
Information should be shared only for lawful and appropriate purposes.
42. MARKETING COMMUNICATIONS
Marketing communications will be sent where permitted by applicable law and where appropriate consent or another lawful basis applies.
Customers may opt out of marketing communications.
Operational messages required to provide a confirmed service may still be sent.
43. PHOTOGRAPHY / VIDEO & CUSTOMER IMAGES
Photographs or videos may be taken during tours or at accommodation.
Identifiable customer images will not be used for promotional purposes where consent is legally required unless appropriate consent has been obtained.
44. COMPLAINT & DISPUTE RESOLUTION POLICY
Customers should report service issues as soon as possible so that we have a reasonable opportunity to resolve them during the service.
Formal complaints should include booking number, service date, description of the issue, supporting evidence and requested resolution.
Complaint contact: themekongjourney@gmail.com
We aim to acknowledge complaints within 24-48 hours and provide a substantive response within a reasonable period.
45. SERVICE FAILURE & REMEDY POLICY
If a material part of a confirmed service is not provided due to our responsibility, we will assess an appropriate remedy.
Possible remedies include an alternative service, replacement service, partial refund or refund of the affected service, depending on the circumstances and applicable law.
46. THIRD-PARTY SUPPLIER POLICY
Some services are provided by independent Vietnamese suppliers, including hotels, homestays, restaurants, transport companies, boat operators, attractions and activity providers.
Supplier-specific conditions may apply and will be communicated where material.
47. FLIGHT / TRANSPORT CONNECTION POLICY
Flight and transport schedules may change for reasons outside our control.
Customers independently arranging connecting transport are responsible for allowing sufficient connection time.
Where airport transfer or transport is part of our confirmed service, we will provide reasonable assistance during disruptions.
48. PROMOTIONAL OFFERS POLICY
Promotional rates may have limited availability and special conditions such as specific dates, advance payment, minimum stay or non-refundable status.
Applicable conditions will be disclosed before purchase.
49. WEBSITE & ONLINE BOOKING POLICY
Customers should review price, availability, inclusions, exclusions, cancellation terms and accommodation/tour conditions before completing an online booking.
Electronic booking records and confirmations may be used as evidence of the agreed booking terms, subject to applicable law.
50. WEBSITE TERMS & INTELLECTUAL PROPERTY
Website content, including logos, brand names, photographs, videos, text, and graphics, is owned by or lawfully licensed to The Mekong Journey unless otherwise stated.
Commercial reproduction or unauthorized use is prohibited without prior written permission.
51. REVIEW & FEEDBACK POLICY
Customers are welcome to submit honest reviews and feedback.
We do not require positive reviews and should not create, purchase or manipulate reviews.
We may respond to reviews and use feedback to improve services, subject to applicable privacy requirements.
52. POLICY UPDATES
We may update policies to reflect legal requirements, improve customer protection, correct errors or introduce new services.
The version applicable to a confirmed booking will be determined according to the applicable booking terms and law.
53. GOVERNING LAW
These policies and services are governed by applicable Vietnamese law, subject to mandatory consumer rights or other mandatory rules that may apply.
Nothing in these policies is intended to exclude or restrict rights that cannot legally be excluded or restricted.
54. CUSTOMER ACKNOWLEDGEMENT
By completing a booking, the customer confirms that they have reviewed the applicable booking, payment, cancellation, refund, travel-document, safety and accommodation conditions.
Customers agree to provide accurate information and comply with reasonable safety instructions and accommodation House Rules.
These policies do not exclude or restrict rights that cannot legally be excluded or restricted.
