Since 01/Jan/2020

  • All information below is very important. Please read carefully before booking.
  • Booking online or signing our booking form and/or making a reservation over the phone or by email, you are deemed to have read and accepted our Booking Conditions (which constitutes the entire agreement between you and us). By accepting, you certify that you are an adult (At least 18 years old) with full legal authority to enter into this agreement for yourself and on behalf of all accompanying passengers on your reservation.
  • This terms and conditions are subject to change at any time, and it is your responsibility to check these terms and conditions regularly in case there are any changes.

1. Price and validity

All prices mentioned in the offers sent to customers by Hoiancars are clearly quoted in VND or USD and inclusive of service TAX and VAT. Rates may be subject to increase during peak demand event periods and local holidays. All applicable increases in rates for service during applicable dates will be presented to the client at the time of quotation and booking confirmation.

2. Rate Included

Tolls, Fuel, Car Parking and Taxes (No extra hidden charge)

3. Vehicle Image

Vehicle images listed on our websites may differ from the actual vehicle; all our affiliated vehicles are late models and well maintained.

4. Booking

Please inform us at the time of booking if you wish to travel with excess baggage. This is to ensure that the vehicle provided can accommodate you. The passenger(s) shall be liable for all expenses incurred should additional vehicles be required to transport non-declared excess or oversized luggage.

5. Payment

To ensure that both parties will fulfill their obligations, we propose some detailed conditions for payment as follows: 

a – Deposit: Either full payment or a deposit of 20-50% of total cost will be required and decided on individual booking basis. This should be done via one of our payment methods available online. Customer will receive confirmation documents or vouchers within 24 hours from the time we receive the deposit. 

b – Final Payment: should be made on the arrival day.  

6. Cancellation

Changes & Cancellation – No Cancellation charge but email needed.

7. Complaint.

If the service you received from the Us does not meet your expectations, this must be immediately reported to our Customer Service Centre and, if possible, at the moment the problem occurs. Complaints received after the transfer service has been completed and which were not brought to our attention at the time of the transfer may not be upheld as we were not given an opportunity to intervene or otherwise provide assistance. Our contact details are provided on the booking confirmation. 

Written complaints should be received no later than 28 days after your return date and sent by email to info@hoiancars.com. 

In the event that you wish to report an issue about our online booking process or our Customer Service Centre, please address your complaint to manager@hoiancars.com. 

8. Flight Delayed

Your flight will be monitored for delays by the local dispatch office and in the case that your flight is delayed your reservation will be automatically updated to the arrival time of the flight. If the arrival flight is delayed for more than three hours and/or if there is no information provided by the airline about the new arrival time of the flight, the service provider does not guarantee that there will be a driver and vehicle available at the actual arrival time of the flight.

In the unlikely event that you cannot locate the driver at the meeting point, or if you are delayed in customs, immigration, baggage collection or lost luggage, it is the passenger(s) responsibility to call the emergency number provided in the booking confirmation email to make contact with the driver.

Please give us a call via Phone/ WhatsApp at +84 768 422252 in case you cannot find the driver

9. Insurance

We strongly recommend that you contract travel insurance which is adequate for your needs. Please read all the contract details and print the documentation so that you can take it with you when you travel. Comprehensive travel insurance will cover you for many eventualities that are beyond our control. 

Hoiancars do not take care of insurance. However, we can act as an intermediary between your insurer and our service suppliers.

10. Tipping for driver

It’s not on our rate & not included. Tipping depends on you, if you & your family are safe & happy from your driver’s good services, your small tipping will make him feel some fruitful life

11. Lost or Damaged Items

Please carefully check your belonging before leaving the car. We are not responsible for loss or damage to passenger’s personal luggage or any personal belongings left in the vehicle. We reserve the right to charge a delivery fee for returning lost items if found. We will assist with luggage at a client’s request, but assume no liability for doing so.

12. Passenger Behavior

All Passengers are required to use seatbelts at all times.
 
Passengers are not permitted to smoke in any Passenger Vehicle (including using Electronic cigarettes). Passengers shall not consume alcohol in any Passenger Vehicle and the Driver reserve the right to decline carriage to any Passenger.