Terms & Conditions

1 Safety & Flexibility

Safety is always our first priority — every trip is covered with best-arranged accommodation and transportation. All tours are well-planned and prepared to avoid any risk or unexpected situations during the trip. As a professional tour operator in Vietnam, we ensure the safety of every individual and tour group, from small to large.

Flexible alteration of itinerary: Your booking can be amended even after it is made. Alterations to your itinerary prior to trip departure are processed as quickly as possible. Alterations after payment of the deposit may involve a fee depending on third parties such as cruise operators, airlines, and hotels.

2 Insurance

Cozy Vietnam Travel's tour packages do not include Tourist Accident/Casualty Insurance. All insurance is not part of our package, customized tours, or excursions. We highly recommend that you purchase full coverage travel insurance from your country of origin.

3 Itineraries

Accommodations (hotel or vessel) and pre-arranged sightseeing are subject to change at any time due to unforeseen circumstances or conditions beyond Cozy Vietnam Travel's control. Every effort will be made to operate tours as planned.

4 Communications

Cozy Vietnam Travel offers round-the-clock service with professional travel consultants available 7 days a week, plus a 24/7 mobile service.

You can contact us via:

• Website: cozybaycruise.com
• Email: [email protected]
• Phone / WhatsApp: +84 981 886 155

5 Complaints & Claims

If you are unsatisfied with any service, please notify your local tour guide or travel advisor immediately to prevent similar issues during your trip.

In the event of a complaint or claim for compensation, you must inform us in writing within 15 days from the end of your tour. Relevant receipts and substantiating evidence must be attached. Cozy Vietnam Travel will not be liable for any claims made later than 15 days after tour completion.

6 Luggage Allowance

In accordance with regulations of the Civil Aviation Administration of Vietnam (CAAV):

• Economy class: 20 kg free baggage
• Business class: 30 kg free baggage
• First class: 40 kg free baggage

Plus limited carry-on luggage. Excess baggage charges are the sole responsibility of the client. All suitcases must have a locking device attached per Vietnam regulations.

7 Health Requirements

Clients should take into account all international travel risks and familiarize themselves with health requirements applicable to the areas they intend to visit. The client is solely responsible for checking safety and security conditions, vaccination, and other health requirements of governments in countries visited or transited.

8 Travel Documentation

All clients must be in possession of a valid passport and necessary visas or permits at the commencement of travel. All such documentation is the sole responsibility of the client. Your travel advisor may assist you in applying for the necessary documentation upon request. Cozy Vietnam Travel accepts no responsibility for the failure of clients to obtain appropriate documentation.

9 Liability & Responsibility

• Cozy Vietnam Travel provides tour information for Vietnam tour bookings, publishing travel information gathered from selected quality hotels, agencies, and tour operators. We will not be responsible for errors, omissions, or inaccuracies in information provided by third-party providers.
• We shall not be responsible for any wrongful, negligent, or fraudulent omissions, changes of itinerary, cancellations, or failure of any equipment operated by suppliers or any party not directly controlled by us.
• We shall not be liable for any loss, injury, or damage caused by climatic conditions, fire, breakdown of machinery, acts of government, wars, civil disturbances, strikes, riots, thefts, epidemics, quarantines, terrorist activities, or any actions beyond our control.
• We are not responsible for a client's failure to comply with customs regulations.
• We are not responsible for theft or loss of customer's valuables or personal property due to customer negligence.
• We reserve the right to substitute hotels, flights, or cruise ships, alter itineraries, or cancel tours prior to departure. If cancelled prior to commencement, a full refund of money received will be provided.
• Many tour packages include activities requiring care and attention (boarding boats, climbing hills, entering caves, etc.). All activities are undertaken at your own risk after our staff have exercised their duty of care.
• We reserve the right to modify or rescind these terms and conditions in whole or in part at any time.

10 Cancellation & Refunds

🌙 Package Tours (Overnight Cruises)

In the event of cancellation, we will refund any payment made (less applicable cancellation fees) within 14 days of receiving your written cancellation request.

After the trip has commenced, we are unable to refund any amount for unused services due to early departure, late arrival, or missed days.

☀️ Daily Tours (Day Cruises)

11 Modification or Discontinuance of Service

Cozy Vietnam Travel reserves the right to modify or discontinue service to clients who behave illegally or objectionably toward its employees and agents. Offensive behavior includes behavior which is obscene, racially offensive, or of a sexual nature.