Terms and Conditions

The Terms and Conditions below govern the agreement between you, the client, and us, Novaland Tours. By booking a trip with us, you agree to be bound by them. Please take the time to read them carefully to ensure you fully understand them prior to booking a trip with us.

- Reservation
- Payment
- General Cancellation Policy
- Alteration of Itinerary
- Limitation of Liability
- Travel Documents
- Medical Issues
- Travel Insurance
- Force Majeure
- Complaints and Claims
- Communications

Reservation

1)We highly recommend you book your tour at least 60 days prior to your preferred departure date to avoid disappointment. Full payment should be made 45 days prior to the date of departure. To secure your reservation, you may be required to pay a higher amount of deposit or make an advance payment of the balance in high season.

2) Once the booking is confirmed, you will receive a confirmation letter that includes your proposed flights, hotels and a detailed itinerary. If any conditions should change after your confirmation, Novaland Tours reserves the right to make adjustments and offer you similar alternatives.

3) Specific terms may apply to some promotions. Please refer to the specific terms and conditions that are shown with the promotions.

Payment

Payment can be made by credit card and wire transfer (bank transfer), a service charge may apply.

Detailed payment guide will be sent to you via email by your travel consultant. 

Note: Any bank charges levied by the sending bank relating to transfers to Novaland Tours must be paid by the client. A surcharge of 4.5% will be applied to payment by Paypal or credit cards. Service vouchers will be issued one week before the departure date.

Cancellation Refunds

If you must cancel your trip, please contact your personal travel consultant. Cancellation refunds will be calculated as of the date we receive your written cancellation. 
Novaland Tours reserves the right to levy cancellation fees when such charges are levied by suppliers, such as hotels, carriers, airlines, restaurants or any other contractors. 
There will be NO REFUNDS given for any unused or missed ground arrangements, sightseeing, meals or hotel accommodations.
Traveler substitutions are considered reservation cancellations and are subject to the above cancellation fees. After the trip has commenced, we are unable to refund any amount for unused services due to your early departure, late arrival, or missed days on tours.
Further detailed cancelation policy varies by different destinations, so please ask your travel consultant to send it to you via email.

Alteration of Itinerary

Before your booking is confirmed, alterations to your itinerary are happily processed free of charge, because providing the best tour possible for you is our goal. However, alterations after you have received your booking confirmation letter will incur a fee of US$10.00 per request, and changes to departure date or destination may incur cancellation fees. All changes are subject to availability and cannot be guaranteed.

Novaland Tours reserves the right to modify the itinerary of your tour if air schedule or surface transportation changes, and/or events beyond its control make such alterations necessary. In this event, any of the increase or reduction of the tour cost will be calculated and charged/ refunded accordingly. If it is you who request the changes to your tour, then you will be required to pay any additional cost in advance.

Limitation of Liability

The liability of Novaland Tours and its affiliated companies is strictly limited. Novaland Tours shall accept no responsibility for any wrongful or negligent acts, omissions, or failure to act of any suppliers such as those of overland, air and water transportation, sightseeing excursions, cruise/hotel accommodations, or of any third party that is not owned or operated directly by Novaland Tours. By utilizing the travel services of the suppliers, you agree to look to such suppliers for any accident, injury, property damage, or personal loss to you or to those traveling with you, and that neither Novaland Tours nor any representative of Novaland Tours shall be responsible.

Without limitation, Novaland Tours is not liable for any injury, loss, or damage to person or property, death, delay, or inconvenience in connection with the provision of, or failure to provide, any goods or services occasioned by or resulting from - but not limited to - acts of God or force majeure, acts of war or civil unrest, insurrection or revolt, strikes or other labor activities, criminal or terrorist activities of any kind, overbooking or downgrading of accommodations, mechanical or other failure of airplanes or other means of transportation or for the failure of any transportation mechanism to arrive or depart on time, sanitation problems, lack of medical care, or for any other cause that is outside Novaland Tours's direct control. Nor should Novaland Tours take responsibility for the theft or loss of your valuable items caused by your negligence.

Novaland Tours shall take no responsibility for your failure to comply with customs regulations.

Novaland Tours shall not be responsible for any criminal act or any act of the clients considered criminal by the laws of the country visited, but is obliged to provide both relevant law offices and the clients with utmost assistance in investigation when necessary.

Novaland Tours retains the right to substitute hotels with those of similar quality or to make changes in itinerary of similar quality, flights, or cruise ships, or to cancel the tour prior to departure at any time. If Novaland Tours cancels a tour before it starts, it is liable for a full refund of the money received. However, Novaland Tours will normally not do so unless forced by virtue of unforeseen circumstances. If you purchase an airline ticket separately, make sure that your agent explains the conditions under which the ticket is issued as Novaland Tours is not responsible for such airline ticket cancellation fees.

Novaland Tours reserves the right to correct promotional or pricing errors at any time, or to increase the program price in the event of cost increases due to changes in airfares, cruise fares, currency fluctuations, taxes, or fuel surcharges. Please note that not all museums and attractions are open every day of the year. Novaland Tours reserves the right to change the sequence of sightseeing and/or to re-route the order of cities if that enables you to visit all listed excursions. In either case, the itinerary content will be maintained to the extent possible and no refunds will be given in respect of any unused or unavailable excursions.

Many of our tour packages include activities that require extra care and attention, which include boarding and going ashore from boats, trekking, climbing hills, entering and exiting tombs and caves, etc. Our representatives will offer you help and useful advice, but all activities are undertaken at your own risk. Novaland Tours and its employees and agents take no responsibility for any action or event that occurs after its employees and agents have fulfilled their duty and taken the necessary care.

Travel Document

You are required to carry a passport valid for at least 6 months and all the necessary visas, and you are responsible for its accuracy and validity. Novaland Tours will not be responsible for any failure in this respect. You must clearly provide your full name on passport; otherwise, we are not liable for any resulting delays and transport failure. Besides, we strongly recommend you buy travel insurance in advance to cover any accident that may occur.

Medical Issues

You must advise us in writing, at or prior to booking, of any physical, emotional or mental condition as it may require special equipment and professional attention during the trip. If you need a wheelchair throughout your journey, you must provide your own small, collapsible wheelchair or ask your travel consultant to calculate the wheelchair rental fee when making quotation. Please note that not all our trips, destinations or attractions are wheelchair-accessible. Kindly consult your travel consultant prior to your booking. Besides, wheelchair assistance cannot be guaranteed in international destinations. Novaland Tours reserves the right to decline any trip participant whose condition, at our discretion, may affect the health, safety or enjoyment of other participants.

We regret that we are unable to accommodate women travelers who are 6-month or longer pregnant. You should take into account all international travel risks and health requirements applicable to the areas you are planning to visit. You are solely responsible for checking the governmental safety and security conditions, vaccination, and other health requirements in countries you are going to visit or transit.

Travel Insurance

Since the tour insurance compensation in many countries is very few and has the strict rule. And the items in the contract of these countries’ insurance companies have been not suitable to foreigners. In fact nearly most of foreign tourists can’t get compensation from these countries’ insurance companies.

Therefore from 2012 we don’t buy insurance for our clients any more. We cut down the cost and don’t include it in the quotation. We suggest you buy necessary travel insurance from insurance company in your country, which could give you high money compensation, since Novaland Tours not able to take any responsibility for the traveler's financial losses or hardships as a result of the traveler's failure to purchase adequate or any travel insurance, as well as the traveler's personal injuries, harm, property losses, or damages that occur during travel and tourism activities due to circumstances beyond Novaland Tours' control.

Including but not limited to:
1. Loss of luggage/documents/cash and other valuables (including consignments);
2. Bank or credit card fraud or theft;
3. Unforeseen events (including accidents in the air or on land or in the water);
4. Sudden illness, disease, or death;
5. Delays/changes not within the control of the operational staff of Novaland Tours;
6. Acts of terrorism or by terrorists;
7. Natural disasters;
8. Any other circumstances outside the control of Novaland Tours.

Force Majeure

We regret that we cannot accept liability or pay any compensation where performance of our contractual obligations is prevented or affected by risk or threat of war, riot, civil strife, industrial dispute, terrorist, natural or nuclear disaster, fire, adverse weather conditions, technical problems to transport, closure or congestion of airport or ports, cancellation or change of scheduled airlines and similar events outside our control.

Complaints and Claims

Please let us know whenever you are unhappy with our service by informing your tour guide or personal travel consultant so that we can provide you with better experiences.

If you want to lodge a complaint or file a claim for compensation, please inform us via email or phone in no more than 15 days after your tour has finished. You are required to attach receipts and evidence to substantiate your claim. Please note that Novaland Tours will not accept any claim lodged 15 days after the tour.

Communications

Whenever you need any help or want to contact us for any reason, please feel free to contact Novaland Tours customer service center at or info@novalandtours.com.

Novaland Tours reserves the right to modify or rescind the terms and conditions in whole, or in part at any time with or without notice.