The following Terms and Conditions apply to bookings made by guests using service of Cat Ba Ocean Cruises.
Please kindly read these terms and conditions carefully. On booking online or signing our booking form when making a reservation over the phone or by email, you are deemed to have read and accepted our Booking Conditions and are accepting the terms of these conditions on behalf of all the people at the party.
Reservation
The reservation request should be sent by email or BOOKING ENQUIRY form to:
CAT BA OCEAN CRUISES Co.
Sales Office:
No. 27, Hang Giay Str, Hanoi City, Vietnam
Tel: +84 981559 268
Website: www.catbaoceancruises.com – Email: info@catbaoceancruises.com
The reservation is validated only if you receive confirmation from Cat Ba Ocean Cruises and secured with deposit. Any amendment should be sent and approved by Cat Ba Ocean Cruises in advance.
How to book a tour?
Step 1: Select a Tour
Browse our pages to select the trip and itinerary of your interest, after considering other detailed information in the program you click to BOOKING ENQUIRY at the side of the page to send your request.
Step 2: Customize your trip and provide us with necessary information
- Booking form, add your departure date, number of people (adults and children under 11 years old), number of cabins.
- Fill in customer information in this form that can help us contact and send you payment link details.
- Any special requests you may have (such as a special diet, preferred boat name …), that our travel consultant will clarify to you by email.
Step 3: Submit Your Booking Request
After filling the necessary information click” Submit” to send your request to us. You will receive our response within 24 hours, to avoid any interception or loss, we recommend you check your SPAM/JUNK mail folder. If you do not receive any response within 24 hours, please resend us your request to info@catbaoceancruises.com or make a call to us.
Step 4: Accept booking procedures, price and process payment
When you receive our response regarding price, availability and other details from our sales team and you fully accept the procedures, please send us an email to inform you of your acceptance. Our sales staff will send you the payment link for deposit to secure your booking. The remainder of the tour charge will be collected later upon arrival in Vietnam
Step 5: Receive a Service Voucher
Once we receive your payment (Deposit or full payment) a Service Voucher will be sent to you as final confirmation of your reservation.
Step 6: Fill in the Registration form and pick up address
After the final confirmation of your reservation, we request you to fill in a form to give us the details of pickup address (our shuttle bus pick up at hotels in Hanoi Old Quarter), wishes for a special diet and check in details, including your full name, year of birth, gender, nationality, passport No, Visa expiry date to Vietnam. We request you to provide this information with us at least one day before departure.
Deposit and Balance Payment
A deposit of 35% – 50% of the total tour price is required upon a confirmation of your booking. Full payment is required depending on the suppliers’ policy or the last-minute bookings. Once a deposit is received it is understood that you have read, understood and accepted all our Terms and Conditions.
Your balance can be paid at our office (237 Cai Beo Str, Cat Ba) when you arrive in Cat Ba. We are happy to receive your full payment in cash (VND or USD or Euros) or credit card, if you pay by credit, 3% service charge will be applied.
Payment Method
We accept online payment by credit card with ONEPAY, a secure payment gateway for Master Card and Visa. We will send you secured payment links once you accept this method.
You can also choose payment from Bank Transfer, Western Union. Please, kindly note that the payment fees are not inclusive in price.
You can choose to pay the remainder of your balance by cash or credit card at our office in Hanoi or Lan Ha Bay. For credit card payments, a 3% bank fee is added for each transaction.
Cancellation Policy
Cancellation by customers
Any cancellation should be referred to Cat Ba Ocean Cruises’ sales office in writing by email, following the terms below.
- More than 30 days: 10 USD per booking for 01 day or 02-day cruise; 15 USD per booking for 03 days or 04-day cruise
- From 30 to 14 days prior to check-in: 15% of total rates
- From 14 to 07 days prior to check-in: 25% of total rates
- From 07 to 02 days prior to check-in: 50% of total rates
- Less than 48 hours prior to check-in: 100% of total rates
- No-Show: 100% of total rates
Cancellation by us
We reserve the right to cancel your booking under some unavoidable circumstances like weather conditions, wars, civil strife, industrial disputes, natural disasters, terrorism, or order from the Local Authority. If we cancel your booking, you can either get a refund or accept an alternative from us of equivalent or similar standard and price, if one is available, and we will always refund the difference in price if the alternative is of a lower standard and price.
Cancellation by weather conditions (controlled and informed by local authority)
Without prior notice, the cruise trip could be postponed, shortened or cancelled due to unexpected bad weather, including storm/ typhoon (summer), cyclone, thunderstorm, foggy days (winter), monsoon (winter)… The cruise operation is out of Cat Ba Ocean Cruises’s control under these weather issues.
- Before tours start from Hanoi city: Refund is made in full
- After guests arrive in Lan Ha Bay: Tour cost based on completed service: meals, transfer, day boat trip only, the rest will be refunded
- Guests are staying on board, trip is shortened: Tour cost based on completed service: trip length, meals, transfer, activities…, the rest will be refunded.
For the details of each cancellation event because of bad weather, charge and refund policy, please read more of our Weather and Cruise Cancellation
Children Policy
- Child under 4 years sharing fully paid cabin with parents: No additional charge, limited to one child per cabin (for sharing or charter option).
- For sharing option*:
- Child from 4 to 12 staying on separate bed: charge 75% adult price.
- Child from 2 to 6 sharing fully paid cabin with parents, if order meals: cost 25USD /child (for 2D1N), and 50 USD/child (for 3D2N)
- For charter option: a child from 4 years will be charged as an adult.
Refund
All cancellations must be received in writing, sent to us via email. Before a decision regarding a refund can be made, all cruises’ documents must be returned to Indochina Junk. All refund requests pertaining to cruise and other services are subject to final review by Cat Ba Ocean Cruises.
In case of tour cancellation by bad weather, a refund will be made fully or partly based on the service that has been delivered to customers before cancellation.
Please note that, refund does not include service fee for payment by credit card or online payment.
No refunds will be made for unused services or no show. It is up to 15 days for any refund to appear in your bank account statement.
Liquor and Beverage Policy
We have a some variety of drinks including alcoholic and non-alcoholic beverages on board. Guests are not recommended to bring these drinks. If you would like to request any special alcoholic or non-alcoholic beverages, then please contact our Sales and Reservation Department in advance.
Insurance
Insurance on board is purchased for passengers due to the requirement of Vietnamese law, and it covers only the basic accidents, so we strongly recommend you purchase your own insurance before departing for Vietnam and before joining the cruise with us.
Travel Documents
Service Voucher will be compiled after the deposit has been received and sent to guests prior to departure. These documents will be sent via email and should be printed out by participants and retained as receipt.
It is the guest’s obligation to obtain a valid passport, visas and public health documents, travel insurance for your travelling time in Vietnam.
Personal Property and Belongings
- In general, customers’ luggage is sent directly from harbor to the boat and back by our transfer service. Thus, all your valuables, fragile or perishable things including your electronic devices (computer, mobile phone, iPad, digital camera…) money, passports should be kept by your side, in your handbag. Cat Ba Ocean Cruises will not be responsible for any loss or damage to these things stored in the package. Others like clothing, footwear or bulky items you can put in your checked baggage.
- Flammable and dangerous goods, such as firearms, ammunition, firewood, weapons, etc. are not permitted on boats.
- When on board, personal items of value can be stored at reception. Ensure the receptionist or duty manager acknowledges receipt of your valuables.
- In case of loss or damage, you need to report to us immediately and we will check and solve the problem together. Cat Ba Ocean Cruises is limited in our liability for customers’ personal belongings.
- For the missing items, our staffs always take care of this issue and report any missing after cruise. If you forgot your items on board, please give us specific information about your stuff, we will find them and make every effort to return items left on boat to the owners. You can receive lost items at our office in Hanoi, or we can send them directly to you and you will pay for shipping costs. We are not responsible for any missing items reported after you returned home or moved to another destination.
Responsibility
Once we confirm the reservation with you, all possible care is taken to ensure that the services supplied maintain the highest possible standards and follow what we describe in the itinerary. However, we are not responsible for any problems arising from the booking or services that we do not directly control.
Please pay attention to your valued properties. We have no responsibility for the loss or damage of luggage due to the delay, accident, natural disaster or political actions, except for the properties kept in our security boxes at our reception desk on board.
We have no responsibility for any mental or physical injury, illness, loss or death when such damages were neither the result of a physical injury to the Passenger, nor the result of that passenger having been not at actual risk of physical injury, nor intentionally inflicted by us.
If there is a dispute among a passenger, Cat Ba Ocean Cruises and/or a third party, Vietnamese law will be applied.
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Notes:
* Sharing option: sharing boat with another group, private cabin.
** Charter option: hiring the whole boat for a group.
