MEKONG SMILE TRAVEL TRADING JOINT STOCK COMPANY

By accessing, using, or registering for services on the website of MEKONG SMILE TRAVEL TRADING JOINT STOCK COMPANY (“Mekong Smile,” “We,” “Us”), the Customer (“You,” “User”) confirms that you have read, understood, and agree to comply with all the terms and conditions set forth below.

1. General Provisions

1.1 Scope of Application

• These terms apply to all products and services provided on the Mekong Smile website and other direct transactions with the company.
• This website is operated by MEKONG SMILE TRAVEL TRADING JOINT STOCK COMPANY. Please read the Terms & Conditions of service carefully before using or registering on this website. You must fully agree to these terms and conditions to use the website. If you do not agree with any part of these terms and conditions, you may not use this website in any form.
• Please note that this website is built for global access. The information and prices on this website apply to users worldwide. We reserve the right to refuse access to this website at any time without prior notice.

1.2 Acceptance of Terms

• You must be 18 years of age or older and have full legal capacity to enter into transactions. Your use of this website signifies your unconditional acceptance of these terms.
• Access to this website is conditional upon your agreement that all information on the website and all issues arising between you and us will be governed by the laws of Vietnam, and that any disputes arising between you and us will be subject to the jurisdiction of the courts of Vietnam.

1.3 User Responsibilities

• You are financially responsible for all transactions made under your name and account.
• You commit that all information provided about yourself and others is completely accurate.
• You will not use the website for fraudulent, wrongful purposes, or to disseminate illegal, threatening, or defamatory materials.
• You will not copy, modify, transmit, sell, or license any content from the website for commercial purposes.

1.4 Registration Conditions

When you register through our website, you enter into a direct contractual relationship (legally binding) with us. The registration conditions include limitations and exclusions of liability, and cancellation and change fees are payable if the registration is canceled or changed after confirmation. We recommend that you carefully read the applicable registration conditions when making a registration.

2. Copyright and Intellectual Property

• All content, images, designs, logos, and the “Mekong Smile” brand on this website are the intellectual property of MEKONG SMILE TRAVEL TRADING JOINT STOCK COMPANY and are protected by law.
• Any act of copying, modifying, distributing, publishing, or using any of our intellectual property for commercial purposes without our written consent is illegal and will be prosecuted according to regulations.

3. Pricing and Payment Regulations

3.1 Currency

• The prices of all services are quoted in Vietnamese Dong (VND).
• Mekong Smile does not currently accept payments in foreign currencies. Please exchange to legal VND cash before making a payment.

3.2 Inclusions

The price of services is clearly listed in the “Includes” section. The company is not obligated to pay for any costs not listed in the “Includes” section.

3.3 Payment Regulations by Service Type

• Premium Services (5-star hotels, resorts, private tours, fine dining, private concierge): Full payment of 100% of the service value is required upon confirmation.
• Air tickets, high-speed train tickets, train tickets, and other tickets: Full payment of 100% of the ticket price is required before issuance.
• Transportation services, land tours: A 50% deposit of the service value is required upon confirmation. The remaining balance will be collected by the service provider at the end of the service.
• Retail tours, group tours: Full payment of 100% of the tour value is required upon confirmation.
• Group tours with a commercial contract: Payment terms will adhere to the clauses in the contract.
  • 1st Installment: Upon tour confirmation, pay 100% of the air/train ticket value to secure the tickets.
  • 2nd Installment: Within 3 working days of signing the contract, pay up to 70% of the total tour value.
  • 3rd Installment: One day before the departure date, pay the remaining balance of the tour value.
• Outbound Tours: A 50% deposit of the tour value is required upon confirmation. The remaining balance is due 7 days before the tour departure date. Any changes to payment installments, values, or extensions must be approved by the Board of Directors.

3.4 Payment Deadline

• Payment must be made within the specified time for all services provided by the company.
• For services with prices that fluctuate over time, the sales staff may notify you of a price change before payment. The most recent quote is the one valid within the payment deadline.
• Payment is considered complete when the company receives the funds.
• The company is not responsible for cases where the system automatically increases prices or cancels services due to non-payment within the specified time.

4. Payment Methods and Fee Schedule

4.1 Cash Payment

You can pay in cash at the Mekong Smile head office at 5 Tran Van Hoai Street, Ninh Kieu Ward, Can Tho City, Vietnam.

4.2 Bank Transfer or QR Code

• Please make the transfer according to the information and syntax provided by the sales staff.
• All payments must be in Vietnamese Dong (VND).
• The company is not liable for any complaints if you transfer money to an account not listed below:

Bank Transfer or QR Code

4.3 POS Machine Payment

You must come to the company office in person with your payment card to conduct the transaction at the Vietcombank POS machine located at the company.

Total Payment = Transaction Value + Payment Fee

The payment fee is collected by Vietcombank and is a percentage of the transaction value as shown in the fee schedule below:

POS Machine Payment

Note: Mekong Smile will not collect your credit card details. The information you provide will be kept completely secure within the technical system of the Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcombank), in accordance with global technology security standards, when you proceed with a credit card payment.

4.4 OnePay Payment Gateway

You can pay via OnePay on our websites or through a PaymentLink provided by the sales staff.

Total Payment = Transaction Value + Transaction Processing Fee + Payment Fee

The fees are collected by OnePay as shown in the fee schedule below:

OnePay Payment Gateway

Note: Mekong Smile will not collect your credit card details. The information you provide will be kept completely secure within the technical system of OnePay, in accordance with global technology security standards, when you proceed with a credit card payment.

4.5 Promotions and Prepaid Vouchers

• Promotions and prepaid vouchers apply to the pre-VAT price of all company products and services.
• Products and services purchased with a promotional code or voucher cannot be canceled or refunded.
• Codes and vouchers can only be used for one order; any remaining balance is non-refundable and cannot be converted into cash or prepaid credit.
• Any exceptions to these rules must be stipulated in writing by the company.

5. Exchange, Return, Refund, and Cancellation Policy

5.1 Cancellation by the Company

The company must inform you immediately and refund the full amount you have paid within 3 days of the official cancellation notice via bank transfer.

5.2 Cancellation by the Customer

• You must notify the Company during working hours to request a service transfer, change, or cancellation. The time of transfer, change, or cancellation is calculated based on working days, excluding Saturdays, Sundays, and public holidays.
• Tours during public holidays or Tet are defined as tours that take place on one or more of the officially regulated holiday dates.
• In the event that you cannot attend the tour, you must complete the procedure for a tour transfer, change, or cancellation. The transfer, change, or cancellation is considered successful only upon written confirmation from the Company. Confirmation by phone is not accepted.

Cancellation Fees are as follows:

• For Standard Tours:
  • Cancellation 7 days or more before the departure date: The cancellation fee is 50% of the tour cost.
  • Cancellation within 7 days of the departure date: The cancellation fee is 100% of the tour cost.
  • Cancellation after a visa has been issued: The cancellation fee is 100% of the tour cost.
• For International Tours (Without Visa Application):
  • Cancellation 15 days or more before the departure date: The cancellation fee is 75% of the tour cost.
  • Cancellation within 15 days of the departure date: The cancellation fee is 100% of the tour cost.
• For International Tours (With Visa Application):
  • Cancellation immediately after registration: The cancellation fee is 85% of the deposit amount.
  • Cancellation 15 days or more before the departure date: The cancellation fee is 75% of the total tour price.
  • Cancellation after the above period: The cancellation fee is 100% of the total tour value.
  • Cancellation after a visa has been issued: The cancellation fee is 100% of the tour cost.
• For Tours during Holiday/Tet Periods:
  • No refunds, no cancellations, no changes are permitted.

General Notes:

• The tour cancellation period is calculated based on working days, excluding Saturdays, Sundays, & public holidays.
• The standard cancellation policy does not apply to tours during Holiday/Tet periods.
• For tour transfers or changes, the Company will consider an appropriate level of support on a case-by-case basis.

Hierarchy of Terms:

• If a specific tour program includes its own cancellation terms, those terms will take precedence.
• If a signed contract includes different cancellation terms, the terms in the contract will apply.
• For services such as airline tickets, high-speed ferry tickets, and train tickets, the change/reschedule/refund/cancellation policy of the respective carrier, as it applies to the Company, will be enforced.
• For hotel and resort services, the change/refund/cancellation policy of each specific property, as it applies to the Company, will be enforced.
• For other services with specific cancellation clauses, the clause attached to that service will take precedence.

5.3 Policy for Exchange, Return, Refund, and Cancellation of Physical Goods

5.3.1 Scope of Application

• This policy applies to all physical products supplied by Mekong Smile (e.g., souvenirs, travel equipment, accessories, international SIM cards (physical or eSIM), etc.).
• It does not apply to non-physical products/services such as electronic tickets, tours, or insurance.
• This policy applies to both home delivery and in-office pickup methods.

5.3.2 Conditions and Timeframe for Exchange/Return/Refund

A. Conditions

• The product must be in its original condition, with all original tags and packaging intact, unused, and without scratches, damage, dirt, or any missing accompanying accessories. Additionally, each product type may have specific regulations that will be communicated directly during the service consultation.
• A valid invoice or proof of purchase is required.
• The exchange/return request must be made within the specified timeframe

B. Timeframe

• Customers must contact us to request an exchange/return within 03 days of receiving the product. Beyond this period, the company will only provide support in cases of manufacturer defects or errors on the company’s part.

5.3.3 Refund Regulations

• The Company will process the refund after receiving and verifying the eligible returned product.
• For original payments made by cash or bank transfer, the refund will be processed via bank transfer within a maximum of 07 days.
• Only the product value will be refunded. Shipping fees, surcharges, or any used promotions will not be refunded.

5.3.4 Associated Costs

• In case of a defective product or a company error: Mekong Smile will bear all shipping costs for the exchange/return.
• In case the customer changes their mind: The customer is responsible for all shipping costs and any applicable surcharges.
• If exchanging for a higher-value product, the customer must pay the price difference.

5.3.5 Order Cancellation Regulations

• If the order has not yet been packaged/activated: Customers may cancel free of charge if the request is made within 12 hours of placing the order.
• If the order has already been packaged/activated: Cancellations are not accepted, unless the product is defective due to an error by Mekong Smile.
• If the company discovers a serious error (e.g., incorrect pricing, related fees), Mekong Smile may proactively cancel the order and issue a full refund to the customer.
• If an order cancellation is accepted, the company will process the refund within a maximum of 07 working days via the original payment method.

5.3.6 Cases Where Exchanges/Returns/Refunds are Refused

• Customized or special-request products (e.g., special packages, personalized engravings, bulk orders) cannot be canceled, exchanged, or refunded, unless there is a technical defect or serious damage.
• Products purchased during a sale, promotion, or clearance event cannot be exchanged or returned, unless they are technically defective.
• Products that are damaged or deformed due to improper storage or use contrary to instructions.
• Products that have been activated (such as international eSIMs).

5.3.7 Exchange/Return/Refund Process

1. The customer contacts our Customer Service hotline or email to submit a request.
2. The customer must provide the following information: order number, photos of the product, and the reason for the exchange/return.
3. The Company will verify the request and provide instructions for the product return process.
4. The Company will inspect the condition of the returned product and proceed with the exchange or refund.

6. Insurance, Visa, Liability Waiver, and Other Notices

6.1 Travel Insurance

• For Customers aged 75 and over: A health commitment letter and a medical certificate for overseas travel, issued by a doctor, are required. The Company encourages the purchase of premium insurance add-ons depending on the tour. The Company will not be held liable for any incidents that occur on the tour.
• All customers participating in a Mekong Smile tour will be registered for domestic travel insurance in accordance with the law. For international tours, customers are encouraged to purchase international travel insurance (at their own expense) to protect their interests in case of unforeseen incidents such as illness, accidents, lost luggage, or tour cancellation due to personal reasons.

6.2 Visa Policy

6.2.1 Visa Responsibility

• For international tours, Mekong Smile can assist customers with visa applications upon request. However, the issuance of a visa is entirely at the discretion of the consular authorities. If a customer’s visa application is denied, the company will refund the tour cost after deducting any incurred fees (such as visa application fees, flight and hotel deposits, etc.).
• Depending on the visa processing situation at the Consulate and flight availability, the departure date may be postponed by 1 to 7 days from the original date or moved to the next available tour group.

6.2.2 Cancellation Due to Visa

• In the event of a visa denial, the customer must inform the company as soon as possible to receive support.
• If a customer has successfully obtained a visa but voluntarily cancels the tour, the costs will not be refunded.

6.3 Liability Waiver

• For Customers aged 80 and over and pregnant Customers from the 6th month onwards: Please inform us when registering for the tour to receive proper consultation. Mekong Smile is not liable for any health problems that occur while the customer is on tour.
• The tour itinerary may be adjusted according to actual conditions for suitability, but all committed tourist destinations will still be fully provided. However, the Company will be exempt from liability for guaranteeing sightseeing at these locations in cases of force majeure, such as:
  • Natural disasters: typhoons, floods, droughts, earthquakes, epidemics, etc.
  • Security incidents: protests, terrorism, war, strikes, etc.
  • Aviation incidents: rescheduled, canceled, or delayed flights; technical malfunctions; aviation security issues, etc.
• Mekong Smile is not liable for risks of a personal nature, such as pre-existing medical conditions, errors in the information provided by the customer, violation of local laws, accidents occurring during the use of services, etc.
• The Company reserves the right to change the airline or flight time at the last minute depending on the airline and weather conditions.
• If the above situations occur, the Company will consider refunding the costs for unvisited attractions where possible (after deducting the costs of services already rendered, such as visa fees, airfare, etc.) and will not be responsible for compensating any other expenses. However, each party has the responsibility to do its utmost to assist the affected party to minimize losses caused by force majeure.
• In the event a Customer is denied exit or entry for personal reasons, the Company is exempt from liability and will not refund the tour cost. The Customer is responsible for the cost of purchasing a return flight ticket to Vietnam.

6.4 Other Regulations and Notices

• Due to the nature of assembling group tours for individual travelers, the Company is responsible for accepting registrations until the minimum group size (05 adults or more) is reached, at which point the tour will depart as scheduled. If the group size is below 05 people, the Company must notify the customer 3 days before the departure date to either agree on a new departure date or issue a full refund of the amount paid.
• For Customers purchasing a Land Tour only (ground services at the destination): The Company does not encourage Customers to purchase their own airfare without receiving a firm confirmation from the Company that the tour is guaranteed to depart. The Company is not responsible for any travel expenses such as additional hotel bookings, air tickets, visas, etc., incurred by the Customer if the tour does not depart.
• Foreign nationals or Overseas Vietnamese with a single-entry Vietnam re-entry visa: You must apply for a new re-entry visa to enter Vietnam the next time and must carry a separate visa with you on the tour.
• Customers with dual nationality or a travel document (who have not yet obtained citizenship) must inform the sales staff at the time of tour registration and submit the original document along with any other relevant papers.
• Customers who only hold a green card (foreign residency card) and no longer have a valid Vietnamese passport cannot travel to a third country.
• In the case of a child traveling with a relative (not their parents), a letter of authorization certified by local authorities (authorized by the parents for the trip) must be submitted.
• The Company reserves the right to change the airline or flight time at the last minute depending on the airline and weather conditions.
• If the above situations occur, the Company will consider refunding the costs for unvisited attractions where possible (after deducting the costs of services already rendered, such as visa fees, airfare, etc.) and will not be responsible for compensating any other expenses. However, each party has the responsibility to do its utmost to assist the affected party to minimize losses caused by force majeure.
• In the event a Customer is denied exit or entry for personal reasons, the Company is exempt from liability and will not refund the tour cost. The Customer is responsible for the cost of purchasing a return flight ticket to Vietnam.
• Depending on the visa processing situation at the Consulate and flight availability, the departure date may be postponed by 1 to 7 days from the original date or moved to the next available tour group.
• After deducting transfer/change/cancellation fees and other costs as per regulations, the Company will refund the remaining amount paid by the Customer within 3 days from the official cancellation notice via bank transfer.

7. Complaint and Dispute Resolution

• Any disputes arising between the customer and Mekong Smile will be resolved through amicable negotiation to find the most suitable resolution.
• If the Customer has a complaint about a product or service, they must first notify the tour leader or guide as soon as possible while using the service to allow for immediate handling and the opportunity to rectify the issue.
• If you are not satisfied, please contact a Company representative (your sales agent). Upon receiving a complaint, the sales agent will acknowledge it and inform you of the committed response timeframe and the representative who will handle your case, which may vary depending on the nature of the complaint.
• The Company will not resolve any complaints submitted more than 30 days after the final day of the service.

8. Effective Date and Changes

8.1 Effective Date

These Terms and Conditions are effective from September 1, 2025

8.2 Changes

We reserve the right to change any aspect of this website or its content, including its features, information, or other content, at any time without prior notice.