The website works as an online portal site belongs to Hoan Kiem Travel Co., Ltd. Before using our tour services, all customers are required to read carefully those following Terms and Conditions. Once have decided to book the tours with us, you have to accept all Terms Conditions. They are the subjects may be changed at any time, it is your responsibility to check them regularly if there is any change.

All rates on our are charged in American Dollar per person then counverted into Local Currency of Vietnam Dong with the rate from The State Bank of Vietnam and are valid as indicated in the “Price” tab, included 5% of service charge and excluded 8% of VAT tax. The promotion price is applied only in the indicated period.

In the case the guest would like to do book the tour on the date that is not stated on the price list, please kindly contact us at the email address
for any assistance.

1.1 Included in the quoted rate.
For all of the tours on our website, there are available the “Included” part that clearly mentioned what including in the price are:
Transfer in the air conditioner vehicle from and to Hanoi Old Quarter
Entrance fees;
English speaking guide;
All activities as noted in the tour program;

1.2 Excluded in the quoted rate.
Drinks & personal expenses. Gratuities and tips. VAT tax
All kinds of bank fees or booking fees.

For all online booking, making payment in advance with Hoan Kiem Travel Co., Ltd on is required for all customer. As mentioned above, the price indicated in the price list are not included all kinds of booking fee and are the last receivable by our company.
At the present, there are three payment methods that the guest can use to complete the booking:

Paypal or Credit Card (surcharge is applied)
Bank transfer (no fee but make sure the entire transfer fee paid at your end so we will get full payment)
Cash: In the case, the guest are already in Hanoi and could do payment by cash, NO bank fee/booking fee are charged.
In addition, for the booking charge a huge amount (over 1.000 USD), the deposit of 50% total amount is acceptable. The balance of booking, we could meet the guest in person and collect it upon arrival in Vietnam at guests’ accommodation in Hanoi.


3.1 Amendment.
In the case the guest would like to do any amendment before tour departure date, please kindly contact us in advance by the email Any fees relating to guests’ amendment/modification must be paid by the guest.
Within 1 days prior to departure date, NO modification/amendment could be accepted.

3.2 Cancellation.
Event that the payment is completed and the tour is done; however, the guest can not do the tour as planned. The cancellation fees are applied as follow (based on the cancellation date and the departure date):
Prior to the departure date more than 20 days: No charge (Full refund will be made but transaction fee will be paid by you).
Prior to the departure date 15-20 days: 30% of total tour price.
Prior to the departure date 7-15 days: 50% of total tour price.
Prior to the departure date 4-7 days: 75% of total tour price.
Prior to the departure date 3 days: 100% tour price.

All mentioned fees above are subjects to add 3% of service fee – applied for Credit Card (Online and Offline) and 4% for Paypal payment method.
For no-show cases, there will be no refund.

Once the guests’ booking has done, providing all information relating to the guest information is asked to create the tour voucher. It including all details of the tour and it is compulsory that the guest has to provide us the full information as:

Pick-up time: Pick-up time varies from 08:00 to 08:30. With Private Tours or Private Transfer could be about 09:00 transfer by Expressways
Pick-up address: at the hotel accommodation in Hanoi Old Quarter, if the pick-up address is outside of Hanoi Old Quarter, please kindly inform us in advance. In addition, if we can not pick-up guest due to the wrong advised place or if the guests are not available on the indicated pick-up time, we can not wait for over than 10 minutes. In those case, if the guest does miss the tour, our company will not be responsible for.

Hoan Kiem Tour is not responsible for any loss, injury or damage sustained by passengers incurred due to delay, accidents, natural disaster, political actions and unrest must be borne by passengers.
All guests are required to have full travel insurance. Local conditions maybe affect accommodation and itineraries. Should this occur, we will endeavor to substitute the suitable arrangement of similar value. Participation on any tour implies full agreement to above conditions by all parties involved.

Under 2 years: Free of Charge.
From 4 to 6 years old: 80% of adult’s fare and sharing bed with parents.
From 7 years old: 100% of adult’s fare and using his own bed.

When customers need help, feel free to contact us via following channels:
- Urgent case: please call our hotline (24/7): +84 964 760 469
- Normal case: Talk with our operator on “Live chat section” instantly/send us an email at
and our staff will get back to you as soon as possible