Terms and Conditions of Sale
Heaven and Earth Cycling Tours - Hoi An, Vietnam
Introduction
At Heaven and Earth Tours, we want your experience to be as enjoyable as possible. These terms and conditions define the framework of our collaboration and protect both your rights and ours.
By booking a tour with us, you accept all of these conditions. We invite you to read them carefully before making any reservation.
Booking a tour constitutes a contract between you and Heaven and Earth Tours. By making your payment, you confirm that you have read, understood and accepted all of these terms and conditions of sale.
2.1 Displayed prices
- Prices displayed on our website are shown in USD
- Prices on our paper brochures are shown in VND
- The USD/VND conversion is based on a fixed annual rate, not on the daily exchange rate
- You pay the amount indicated in the currency you have chosen
- Our prices are fixed and non-negotiable
2.2 What is included
Each tour description clearly specifies what is and is not included in the price. Please consult it carefully.
2.3 Accepted payment methods
Online payment:
- By credit card or PayPal via our secure payment provider PayPal (it is not necessary to have a PayPal account)
- By bank transfer
Payment at our office (61 Ngo Quyen Street, Hoi An):
- Cash only: Vietnamese Dong (VND), US Dollars (USD) or Euros (EUR)
3.1 Booking modification
You can modify your booking (date, time, type of tour) at any time and free of charge, subject to availability. Contact us by email, WhatsApp or directly at our office.
Contact information:
- Email:
This email address is being protected from spambots. You need JavaScript enabled to view it. - WhatsApp: +84 768 422 260
- Office: 61 Ngo Quyen Street, Hoi An
3.2 Schedules and punctuality
- Please arrive 15 minutes before departure time for check-in
- If you are not present at departure time, the tour will leave without you and no refund will be made
- Heaven and Earth Tours cannot be held responsible for delays caused by air or ground transportation
4.1 Cancellation by the customer
More than 24 hours before departure:
Full refund (100%)
Between 12 and 24 hours before departure:
70% refund of the amount paid
Less than 12 hours before departure:
No refund
No-show without notice:
No refund
4.2 Cancellation due to rain
If it is raining at the scheduled departure time, you have two options:
- Reschedule your tour to another date of your choice (subject to availability)
- Cancel free of charge and receive a full refund
4.3 Refund procedures
- Online payment (credit card or PayPal): refund by the same method as the payment
- Cash payment: refund at our office in the same currency as that used during payment
4.4 Cancellation or interruption by Heaven and Earth Tours
Heaven and Earth Tours reserves the right to cancel or interrupt a tour at any time for reasons of safety, weather or force majeure. In this case, a full or partial refund will be made depending on the circumstances.
4.5 Unused services
No refund will be made for services not used during the tour (for example, if you decide to leave the tour in progress or if you do not participate in a tour activity).
5.1 Customer insurance
You must be covered by individual travel insurance. Heaven and Earth Tours does not provide insurance and cannot be held responsible in case of lack of coverage on your part.
5.2 Physical condition and health
- You must be in sufficient physical condition to participate in the chosen tour
- You must inform us before booking of any medical condition, allergy or physical limitation that may affect your participation
- Heaven and Earth Tours reserves the right to refuse participation to a person if, in our assessment, the tour is not suitable for their physical abilities or health condition, particularly for safety reasons
5.3 Limits of liability
Heaven and Earth Tours makes every effort to ensure your safety and comfort. However, we cannot be held responsible for:
- Force majeure events (natural disasters, political unrest, pandemics, etc.)
- Accidents caused by non-compliance with safety instructions given by our guides
- Damage caused by other participants
- Delays or cancellations of air or ground transportation
5.4 Participant behavior
You agree to:
- Respect the safety instructions given by our guides
- Adopt respectful behavior towards other participants, our guides and local communities
- Not be under the influence of alcohol or illegal substances during the tour
Heaven and Earth Tours reserves the right to immediately exclude any participant whose behavior would endanger their safety or that of others, without possibility of refund.
- Children are welcome on our suitable tours
- Children under 15 must be accompanied by a responsible adult
- It is the responsibility of parents/guardians to ensure that the chosen tour is suitable for the child's age and abilities
Unless otherwise stated in the tour description:
- Transportation between your hotel and our office is not included
- Additional drinks and personal purchases are not included
The personal data you provide us (name, email, phone, etc.) are used only for:
- Managing your booking
- Contacting you if needed regarding your tour
We never sell, rent or share your personal data with third parties.
In accordance with current regulations, you have the right to access, modify and delete your data. To exercise this right, contact us at our office or by email.
During our tours, our guides may take photos or videos for promotional purposes (website, social media, brochures). If you do not wish to appear in these materials, please inform us at the beginning of the tour.
If you encounter a problem during your tour, we encourage you to speak to your guide immediately so that we can find a solution on site.
For any complaint after the tour, contact us by email or at our office within 7 days following the tour date.
These terms and conditions of sale are governed by Vietnamese law. In case of dispute, we always favor an amicable resolution.
