PEGASUS VIETNAM TOURS – Cancellation & Refund Policy

1. Cancellation by the Customer

We understand that travel plans may change. Customers may cancel their booking by contacting Pegasus Vietnam Tours in writing.

Unless otherwise stated in the confirmed quotation or booking conditions, the following cancellation policy applies:

• More than 14 days before the scheduled departure: Full refund of the amount paid, less any non-refundable transaction or payment processing fees, where applicable.

• 8–14 days before the scheduled departure: A cancellation fee of 30% of the total booking value will apply. The remaining eligible amount will be refunded.

• Within 7 days before the scheduled departure: A cancellation fee of 50% of the total booking value will apply. The remaining eligible amount will be refunded.

• Within 48 hours before departure: The booking is non-refundable.

• No-show on the scheduled departure date: No refund will be provided, and the booking will be charged at 100%.

For bookings that include cruises, hotels, flights, train tickets, or other services subject to specific supplier cancellation policies, different cancellation terms may apply. Any such conditions will be communicated to the customer at the time of booking or included in the confirmed quotation.

Where a supplier’s cancellation policy results in a higher non-refundable cost than the standard cancellation charges above, the applicable supplier charges may be deducted from any refund due.

Any eligible refund will be processed after the applicable cancellation charges and non-refundable costs have been confirmed. Refunds will normally be returned through the original payment method, subject to the processing time and policies of the relevant payment provider.

2. Refund Processing

Eligible refunds will normally be processed using the original payment method used for the booking. Where this is not possible, Pegasus Vietnam Tours may arrange an alternative refund method, such as bank transfer, subject to mutual agreement.

Refunds will normally be processed within 5–14 working days after the applicable refund amount has been confirmed and all necessary information has been received. The time required for the funds to appear in the customer’s account may vary depending on the bank, payment provider, card issuer, or payment gateway.

Any non-refundable transaction fees, payment processing fees, bank charges, currency conversion fees, or third-party payment gateway charges already incurred may be deducted from the refund amount.

Where a refund is subject to the cancellation policy of a third-party supplier, the refund will be processed after the relevant amount has been received or confirmed by Pegasus Vietnam Tours.

3. Cancellation by Pegasus Vietnam Tours

In exceptional circumstances, Pegasus Vietnam Tours may need to cancel or substantially modify a tour or service due to reasons beyond our reasonable control, including:

• Unsafe or severe weather conditions.

• Government restrictions, regulations, or closure orders.

• Natural disasters, flooding, storms, or other force majeure events.

• Operational or supplier issues that cannot reasonably be resolved.

• Safety concerns affecting travelers, guides, drivers, or service providers.

Where Pegasus Vietnam Tours cancels a booking, we will make reasonable efforts to offer one of the following options, depending on the circumstances and availability:

• A full refund of the amount recoverable for the cancelled services, after any applicable non-refundable third-party costs have been taken into account.

• A free change to another available travel date.

• A transfer to another tour or service of comparable value, subject to availability and mutual agreement.

If the replacement tour or service has a higher price, the customer may be required to pay the difference. If it has a lower value, the applicable difference may be refunded or credited, depending on the circumstances.

Where a cancellation is caused by a force majeure event or by a third-party supplier, Pegasus Vietnam Tours will make reasonable efforts to assist the customer and recover any available refund or credit from the relevant supplier.

Pegasus Vietnam Tours will not normally be responsible for additional expenses incurred by the traveler, such as flights, accommodation, meals, visa costs, or other arrangements made independently by the traveler.

4. Date Changes & Amendments

We understand that travel plans may occasionally change. Pegasus Vietnam Tours allows one free amendment to the travel date or agreed itinerary, provided that the request is made at least 72 hours before the scheduled departure.

• 72 hours or more before departure: One amendment may be made free of charge, subject to availability.

• Less than 72 hours before departure: Changes may be subject to additional charges, depending on the availability and cancellation or amendment policies of hotels, cruises, transportation providers, guides, attractions, and other third-party suppliers.

• Any additional costs charged by third-party suppliers as a result of a requested change will be payable by the customer.

Changes are not considered confirmed until Pegasus Vietnam Tours has provided written confirmation.

How to Request a Cancellation or Change

To cancel a booking or request a change, please contact Pegasus Vietnam Tours as soon as possible:

Email: pegasusvietnamtours@gmail.com
WhatsApp: +84 988 203 193

Please provide the following information:

• Full name of the lead traveler

• Booking reference or confirmation number

• Requested cancellation or change

• Reason for the cancellation or change, where applicable

The applicable cancellation or amendment terms will be determined based on the date and time when the written request is received by Pegasus Vietnam Tours.