This policy explains how cancellation charges and refunds are handled for tours, cruises, accommodation, transport and other travel services booked through ATT Asia Travel. Your written quotation may contain product-specific conditions; where they differ, the conditions accepted with that booking apply.
1. Deposits and payment
A booking is confirmed after we issue written confirmation and receive the required deposit. Deposits allow us to secure services with hotels, cruise companies, airlines and other suppliers. Some services require immediate full payment or are non-refundable from the time of confirmation.
2. Cancellation by you
You must send a cancellation request in writing to sale@attasiatravel.com. The effective cancellation date is the date we receive it during Hanoi business hours.
Air tickets, visa services, permits, promotional rates, holiday supplements, selected cruises and special-event bookings may carry stricter conditions. We disclose known non-refundable items before payment.
3. Changes requested by you
We will try to accommodate date, name or itinerary changes, but they depend on availability. You are responsible for supplier change fees, fare differences and reasonable additional arrangement costs. A material date change may be treated as cancellation and rebooking.
4. Cancellation or material change by us
If we cancel a confirmed service for reasons within our control, we will offer a suitable alternative, travel credit or a refund for the affected service. If a supplier changes a service, we will pass on the remedy made available by that supplier and assist you in finding a practical alternative.
5. Weather and events beyond reasonable control
Travel may be affected by severe weather, natural disaster, epidemic, government restriction, border closure, civil disturbance, industrial action or other events beyond reasonable control. Safety comes first. We may adjust routes, timing, transport or accommodation. Refunds are limited to amounts we can recover from suppliers after deducting services already provided and reasonable unrecoverable costs.
6. Halong Bay and river cruises
Port authorities or cruise operators may cancel or shorten a sailing for safety. The cruise operator’s cancellation policy applies. Depending on when a sailing is stopped, the remedy may be a full refund of the cruise portion, a partial refund after meals/transfers/rooms used, an alternative excursion or travel credit.
7. Refund processing
Approved refunds are returned to the original payment method where possible. We normally initiate payment within 10–20 business days after receiving recoverable funds from suppliers. Banks and card processors may need additional time. Currency conversion differences and third-party bank charges are not controlled by us.
8. Travel insurance
We strongly recommend comprehensive insurance from the date of booking, including trip cancellation, medical treatment, evacuation, baggage and disruption cover. A declined insurance claim does not change the cancellation terms of your booking.
9. Contact
Refund requests: sale@attasiatravel.com
Phone: +84904160918
Address: 62 Au Trieu St, Hoan Kiem District, Hanoi 100000, Vietnam