Sale Conditions Lalatour

(Applicable for any trip subsequently booked on 1 August 2024)

1. General

The general conditions of sale described below form an integral part of any contract for the provision of services between a traveller, natural or legal person (commonly referred to as “the passenger”), and the Gia Hưng Investment Jsc (owner of the “Lalatour” mark and referred to below as “lalatour”). The conclusion of a contract with lalatour, whether written or verbal, therefore implies that the traveller has read, understood and accepted the content of these general conditions of sale.

2. Benefits

The services provided by Lalatour to the traveller are those expressly listed in the travel program agreed with the travel program.

Lalatour is prepared to provide, subject to availability, additional services not included in the program, if the traveller so requests, subject to availability, a supplement.

3. 3. Duration of validity of tariffs

Travel fares, once accepted by the passenger, are guaranteed for a period specified by Lalatour, usually from the date of booking until the scheduled end of the journey.

During this period of guaranteed validity, these tariffs may not be readjustably, except in cases where, due to an unforeseeable change in the environment of the contract (too significant fluctuations in the exchange rate or transport price, newly promulgated tax, etc.), Lalatour cannot carry out the travel program at the initial fares correctly. In such cases, a request for a reasoned readjustment will be sent by Lalatour to the traveller who can either accept or refuse it. In the event of refusal by the traveller,Lalatour reserves the right to cancel the program, which is the responsibility of the traveller to reimburse the traveller for the advance payment made to her, less bank charges.

The change in the dates of a journey already concluded leads to the revision of fares.

4. Reservation of travel and payment of advance payments

a. Reservation

If the traveller wishes to book the journey, traveller must confirm his reservation decision to Lalatour specifying the offer that suits you. Traveller will be asked to fill in a booking form and return it to Lalatour. Lalatour then books all the services provided for in the offer and reserves the right to propose equivalent alternatives in the event of unavailability of one or more services provided (accommodation, domestic flights, train, etc.).

Once all these reservations have been made, the final travel program will be sent to the traveller for final validation.

b. Payment of the booking deposit

The payment of a down payment is the sine qua non for booking the journey and guaranteeing its fares.

The amount of the advance payment is 10% – 50% of the price of the journey, unless otherwise indicated by Lalatour.

Occasionally, payment of a larger down payment or even of the entire price of the journey may be required in the event of last-minute booking or during high-season periods, depending on the specific requests of certain hotels or airlines.

If the reservation is made from 7 to 15 days before the date of commencement of the journey, the amount of the advance payment is 50% of the price. If the reservation is made within 7 days before the journey, the amount of the advance payment is 100% of the price.

The acknowledgment of receipt of the advance payment shall make the reservation of the final journey and shall give Lalatour the obligation to carry it out.

Unless previously agreed with Lalatour, any default on the advance payment within 15 days of receipt of the final program by the traveller may result in the cancellation of all reserved services. The journey will then be considered cancelled by the traveller and the provisions referred to in paragraph 7 (a) are applicable.

5. Payment of the balance

Unless otherwise specified by Lalatour, the traveller shall pay the balance of the journey, at the latest, on the date of commencement of the journey.

In the event of non-performance of the obligation to pay the balance under the above-mentioned conditions, the journey shall be deemed to be cancelled by the traveller and the provisions referred to in paragraph 7(a) shall apply.

6. Modification of controls

a. Modification by the passenger

Between the date of booking and the date of the journey, the traveller may request a change to the program of his/her travel at any time, subject to payment to Lalatour of any costs incurred in connection with the travel of the travel. Lalatour is required to respond to this type of demand with the utmost diligence, within the limits of the availability of the required services.

The postponement of the date of arrival shall be considered as a modification.

The reduction in the number of participants shall not be considered as a change. It may result in the application of cancellation penalties for unsubscribe participants as well as the mandatory reassessment of tariffs for the remaining participants, referred to in paragraph 7 (a).

b. Modification by Lalatour

Lalatour reserves the right to change the benefits listed in the final travel program in the following cases:
The modification is justified following a force majeure event. These are unpredictable, inevitable and irresistible events that make the program impossible or dangerous for the traveller to implement such as: war or threat of war, riots, natural or nuclear disaster, port blockade, looting, fire and any terrorist activity, bad weather, epidemic, quarantine or any similar event.
– The amendment is essential to ensure the safety of the traveller and/or the quality of the journey.
In both cases, any additional costs will be borne by passengers.
The modification is linked to other factors beyond Lalatour’s will (examples: bankruptcy of a provider, overbooking of a provider, delays in flights, etc.), leading to the choice of accommodation or activities other than those or those planned. Lalatour will inform the traveller as soon as possible of any changes. In the event of a change, Lalatour will offer services of an equivalent or similar level if available. If the service is of a lower quality, Lalatour will offer a refund of the price difference.

In all three cases of modification, the traveller is not entitled to compensation.

7. Cancellation of orders

a. Cancellation by the passenger

In all cases of cancellation of the journey, the traveller must pay penalties corresponding to the amount of the booking advance payment.

However, if the journey is cancelled due to restrictions imposed by the administrative authorities in the face of an officially declared epidemic or a situation of war, such as the movement ban, the closure of borders, the suspension of international flights, the penalty provided for in point (a) will not apply and the customer will be reimbursed for the advance payment.

If the cancellation is made prior to payment of the advance payment, an invoice shall be sent to the customer who is obliged to pay the penalties under the abovementioned conditions, also indicated on the quotation accepted by the customer.
If the cancellation is made at a later stage to the payment of the advance payment, Lalatour retains the amount of the advance payment.
The cancellation of one or more participants will result in the application of cancellation penalties for unregistered participants as well as the reassessment of the rates for the remaining participants. A new contract with the updated number of participants and the new rate will be forwarded to the remaining participants.

b. Cancellation by Lalatour

Lalatour reserves the right to cancel the journey, in whole or in part, when events involving force majeure occur. These are unpredictable, inevitable and irresistible events that make travel impossible or dangerous for the traveller, such as: war or threat of war, riots, natural or nuclear disaster, port blockade, looting, fire and terrorist activity, bad weather, epidemic, quarantine or any similar event.

In all these cases of cancellation, Lalatourwill endeavour to reimburse the persons enrolled in the travel program less (if applicable), the additional costs incurred by this new situation, the cancellation costs applied by the hotels, airlines or any other service provider, and finally bank charges, but the participants will not be entitled to compensation under any circumstances.

8. Traveller’s obligation / Insurance

Before embarking on the journey, it shall be the responsibility of the passenger to ensure that he meets the required requests in terms of:

– Passport (minimum rate of 6 months after the end of the journey, at least two blank pages, children, etc.)
Physical fitness, vaccinations, preventive treatments, etc.
– Visa (if required by the country(ies) of destination).

Lalatour may, on request, assist the traveller in the process of obtaining his visa.

Anyone who participates in a trip organized by Lalatour must take out international travel insurance to cover at least medical and repatriation, injury and accident expenses, death, personal liability. The contact details of the insurer and the passenger’s insurance number must be communicated to Lalatour before the start of the journey.

The insurance coverage offered by credit card companies or reciprocal medical coverage agreements is often not exhaustive.

During the travel, the traveller must comply with the rules announced by the guide or by any other agent of Lalatour. These are rules to ensure the safety of the traveller and the quality of the travel program.

Lalatour undertakes to provide on-site all necessary and useful assistance to the traveller in the event of an incident covered by the insurance, and in particular to assist the traveller in carrying out the administrative formalities with the local authorities and the insurer.

9. Limitation and exemption from liability

Lalatour undertakes to provide the traveller with all the services agreed with the travel program and entered in the travel program.

Any activity that is not part of the travel program or any violation of the travel country’s law by the traveller is not the responsibility of Lalatour. Any cancellation of the travel program by conflict with the courts will deprive the traveller of any right to reimbursement from Lalatour.

Lalatour is liable to the traveller as an intermediary between the traveller and the various service providers (airlines, hotels, transporters, restaurants, boats, etc.) and must therefore verify the reliability of these service providers, but Lalatour cannot be confused with the latter, which, in any case, must assume their own responsibility.

The schedules of flights contracted in the program are subject to change by the airlines, before or after the date of commencement of the journey, independently of Lalatour. In such cases, Lalatour undertakes to do the best way to develop the travel program but cannot be held responsible if the new timetables defined by the airline are less adequate than those initially scheduled.

Under no circumstances may Lalatour be liable for an event that is a matter of force majeure.

Lalatour may assist the traveller, as an intermediary, in the purchase of international flights but cannot be confused with ticketists who work independently and act on their own account. Any incident in the purchase of flights with ticketists will be subject to the right of the country to their location and will have to be dealt with between the traveller and the ticketing player.

Ex: Travellers go to Sapa and next day will come back to Ha Noi then go to Airport and come back to the traveller’s country. In this case of a matter of force majeure is flooding or avalanche, landslide so the road are blocked that is protected for traveller. So traveller have to stay 1 or 2 days and change or have to buy a new airline tickets. Lalatour may assist the traveller, as an intermediary, in the purchase or change of international flights, Hotel… Extra fee of airline tickets, hotels and meals belong to travellers. Lalatour will be try to assist and deal with the best with all partners. But it is not responsibility of lalatour but lalatour maybe support small amout as we can.

10. Unused benefits

Lalatour does not reimburse the services entered in the program but not used by the traveller.

If the journey is interrupted during its course for reasons related to the traveller’s health, Lalatour undertakes to do its best in order to obtain partial or full reimbursement of the services cancelled.

However, some providers do not reimburse last-minute cancellations, hence the need to take out travel insurance.

11. Complaints and dispute resolution

Any complaint concerning the performance of one of the benefits recorded in the program must be submitted in writing to Lalatour within a maximum of 10 days from the end of the journey.

However, since most problems can be resolved quickly if Lalatour becomes aware of this, any dispute between the traveller and Lalatour must be resolved on the spot by amicable negotiation.

Should Lalatour decide to pay compensatory allowances to a passenger, they could in no case exceed the price of the non-air travel charged by Lalatour. This case applies only if Lalatour has not performed, in whole or in part, the obligations under the contract.

In all other cases, Lalatour reserves the right to offer compensation in its sole discretion.
If no amicable solution is found, the court of the place of performance of the contract will be the only one that is deemed to have jurisdiction to decide the dispute.

12. Method of payment

Lalatour accepts payments in Euros, US dollars or Vietnamese Dongs under certain conditions, detailed below:

a. Bank transfer:

The traveller may also pay by bank transfer. Lalatour’s bank details will be communicated to the traveller when concluding the contract for the provision of services. The bank charges, determined by the traveller’s bank and that of Lalatour, are borne by the traveller.

It is possible to pay in euros or in dollars by bank transfer.

b. Cash payment:

Cash payments are made to the office of Lalatour or directly to its authorised representatives upon presentation of a stamped invoice.

Tickets must be new, i.e. they must not contain traces of damage (tears, fringes, stains).

Unlike other modes, cash payment does not entail any fees.