1. Price
Our prices are quoted in USD, net and no commission will be offered. Hotel rates are quoted per room per night. Tour and other services are quoted on per person basis. Single supplements will apply to individual travelers wishing to stay in a single room in a trip.
2. Children Policy
Children under 18 years of age must be accompanied by an adult who is parents or legal guardian. In the absence of such persons, written permission from them is required
• Under 2 years – free of charge;
• From 3 to 12 years – 50% discount on overland service if sharing bed with parents and 75% on air tickets, sharing room with parents with an extra bed;
• Above 12 years – adult cost;
3. Tour Leaders
Services are provided free of charge for one tour leader per 15 paying clients. Complimentary accommodations for tour leaders will be on a twin-sharing basis. Single rooms can be arranged case by case or with surcharge.
4. Reservation and Confirmation
All reservations must be made in writing via our official website or email addresses.
All reservation requests will be handled/replied within 24 hours. We will inform you in case we are unable to process your requests by the specified time frame.
5. Deposit
Unless otherwise indicated in a specific contract entered with your company, in order to secure your bookings, you are required to deposit 30% of the tour cost within 3 days of booking confirmation. Additional deposits are required for certain services or at certain peak dates. Aurora Travel sale agents will advise you of this at the time of process your booking.
6. Payment
Unless otherwise indicated in a specific contract entered with your company, full payment must be received by Aurora Travel at least 30 days prior to first arrival date.
If a booking is requested less than 30 days prior to the arrival date and confirmed, full payment is required before booking is processed.
Payment can be made by: PayPal, credit card, bank transfer, telegraphic transfer, in cash or combined. All bank service charges (as may be applied by your bank and intermediate bank) are born by the payer.
In case of payment by credit cards or Paypal, an additional charge of 3% will be added for Visa and Master Card and 4% for American Express.
7. Amendment
In case you wish to make amendments to your booking, no charge will be applied if the amendments are not close to the deadline of cancellation (see cancellation policy). When an amendment is made, the tour cost may change and the new price will apply.
8. Cancellation by customers
Cancellations and changes must be received in writing only and accepted with the following charge:
- Cancellations made more than 45 days prior to arrival : 10%
- Cancellations made from 45 to 30 days prior to arrival : 20%
- Late cancellations made from 29 to 15 days prior to arrival : 30%
- Late cancellations made from 5 to 14 days prior to arrival : 50%
- Late cancellations made less than 5 days or no show : 100%
9. Amendment or Cancellation by us
In the event of force majeure such as flight delay, act of God or act of governments, we reserve the right to alter or cancel the confirmed trip.
Aurora Travel, with our best effort, will seek for best solutions and arrange similar or alternative options. However, since it is not easy to provide other services at the same price, so if the new cost is less than the prepaid one, we will refund the difference. Similarly, if the new cost is higher than the previously confirmed one, you are required to pay the difference.
10. Claims and Refund
Cancellations and amendments for unused services that not fall to the policy of cancellation above are refundable.
All claims must be made in writing only and must be received by Aurora Travel no later than15 days as of the last day of the trip.
11. Responsibility & Liability
Aurora Travel shall not be held responsible for the loss of property or additional expenses sustained by customers due to unforeseen disasters such as earthquake, flood, typhoon, fire, disease, adverse weather, etc. or the act of governments or other authorities such as war, strikes, political chaos, riots, quarantine, customs regulations, delays or changes in itineraries or schedules by those out of our control.
In addition, Aurora Travel will not be responsible for any injury, loss, death, delay or damage to personal property that is not related to our services such as airlines delay. Aurora Travel’s maximum liability, for any reason, will be limited to the amount paid to us for the requested services.
Aurora Travel will not be held responsible for loss, death, physical harm caused to or any expenses incurred by passengers if they deviate from our original tour itinerary or group.
12. Baggage and valuables
Aurora Travel is committed to doing our best to handle your baggage. All luggage is carried at your own risk and we accept no liability for any loss of, damage to or delay to such luggage unless through our own wrongful act or willful neglect of our employees, agents or suppliers sub-contracted.
13. Travel Insurance
Aurora Travel strongly recommends that all travelers obtain travel and health insurance before taking any of our tours. Insurance is not included in our tour cost. A comprehensive, affordable travel insurance policy is provided in conjunction with Gras Savoye International in Vietnam.
Insurance must be purchased before the travel date and paid together with the final payment.
The scope of coverage is subject to the terms and conditions set out by Gras Savoye International. We act only as an agent of this Insurance Company, but will take the responsibility to claim if requested.
14. Guests with Disabilities/Special Diets
Guests with disabilities are welcomed at Aurora Travel. Any person requiring special services, assistance, equipments or accommodations must advise Aurora Travel Sales Department at time of reservation. The Company reserves the right to reject requested accommodation that is not readily achievable. Guests using wheelchairs must be accompanied by a companion.
If guests have special dietary needs, we must be advised at the time of booking or, at the latest, 3 days before departure. Every effort will be made to comply.
15. Photography
Travelers should understand that, for marketing and promotional purposes, Aurora Travel may take photographs on tours. Those, who prefer not being shown in our pictures, should inform our Tour Guide at the beginning of the trip.
16. Privacy Policy
Aurora Travel commits you that any of your personal information received by us through the booking process will never be used for any other purposes but travel services related to your trip to our destinations.
17. Site accuracy
All efforts have been made to ensure the accuracy of descriptions and information contained on our website. However, occasionally circumstances may subsequently change and in the event of any significant or long-term changes, you will be informed of these at the time of booking or as soon as reasonably possible if there is time before your departure.