Terms of Use

Please read these Terms of Use before using Vietnam-visa.com’s service(s).

In these Terms of Use,  “we, our, us” refers to Vietnam-visa.com belonging to Vietnam Discovery Travel JSC.

By using Vietnam-visa.com’s service(s), you express your unconditional agreement with the Terms & Conditions in this document, and to follow these terms and any applicable regulations and laws. If you do not agree with the terms stated in this agreement or are dissatisfied with the site, please contact Vietnam Discovery Travel JSC via the email address at the end of these Terms & Conditions. Your failure to follow these Terms & Conditions may result in legal action, suspension, or termination of your access to this site without notice. Vietnam-visa.com reserves the right to change the Terms & Conditions without prior notice.

I. Our Services

1. For Vietnam Visa on Arrival Service

1.1. Visa on Arrival (VOA)

Visa On Arrival (VOA) is the Vietnam Visa issued by The Vietnam Immigration Department, granted to you upon your arrival at Vietnam International Airports. Different from other countries, the process of obtaining a VOA in Vietnam is divided into 03 stages:

• Stage 1: You apply for the Visa Approval Letter online through www.Vietnam-visa.com, pay the Service Fee and wait for us to process your Visa Approval Letter (AL)
• Stage 2: Once processed, you will receive the Visa Approval Letter via your email address.
• Stage 3: When you arrive at an international airport in Vietnam, you need your Visa Approval Letter, your Passport, a completed Vietnam Visa Application form with two passport size photos, and the Stamping Fee for immigration to stamp a visa into your passport.

The Visa On Arrival is only applicable for your entry into Vietnam through one of our international airports. Therefore, by applying for your Vietnam Visa On Arrival through Vietnam-Visa.com, you agree to enter Vietnam via our International Airport(s) and proceed with the above 3 stages. By submitting your application form, you certify that the information you provide is genuine, correct and lawful to Vietnam Immigration Laws. Any misleading information provided by you is subject to Vietnam Immigration Laws.

1.2. Visa Approval Letter (AL)

The Visa Approval Letter is an official letter issued by the Vietnam Immigration Department that allows you to obtain a Vietnam Visa upon your arrival at one of Vietnam’s International Airports. Without this approval letter, you cannot get your Vietnam Visa On Arrival.

Note:

• The Approval Letter is required to present at your departure airport before you taking your flight to Vietnam.
• The Vietnam Immigration Department reserves the rights to adjust the visa approval letter format (including, but not limited to, shortening applicants’ names of more than 30 letters,  changing arrival airports). Such approval letter is legally accepted. You are highly recommended to immediately contact us via +84.946.583.583 if you have any trouble with it.

1.3. Processing time

Once your payment has been received, Vietnam-visa.com’s system will email payment confirmation, and then you will receive another email, “The Processing Notification”, informing you that the processing of your application has commenced.

The processing of the application depends on the processing type that you applied for; it includes normal processing (2 working days), urgent processing (1 working day) and super urgent processing (2 or 4 working hours).

Note:

Processing time is subject to Vietnam-Visa’s Business hours which are 8:15am to 17:30pm (GMT+7) Monday to Friday; and also based on the processing times of the Vietnam Immigration Department, which is normally 8.00am to 10.30am and from 13.30pm to 15.00pm (GMT+7) Monday to Friday. Processing time is also subject to Vietnam National Public Holidays.

The Vietnam Immigration Department may delay and/or deny the visa processing without any explanation. Vietnam-visa.com has no responsibility for any delay, cancellation, financial and other losses due to denial or delay in processing. No service fees, embassy fees, courier fees, shipping charges or any portion thereof will be refunded due to delay or denial.

In special cases, additional documents or confirmation of details may be required and processing time may be longer than usual. In such cases, we will inform you by email.

1.4. Fees

By sending your Visa Application to Vietnam-Visa.com, you agree to pay all fees relating to Vietnam Visa On Arrival which includes Service fee and Stamping fee.

Service fee:

The Service Fee is charged by www.Vietnam-visa.com to apply for your Approval Letter from the Vietnam Immigration Department. The fee is collected fully before we commence processing your application.

The successful payment of the service fee will be confirmed via a “Notification of Successful Payment” email. We are not responsible for any situations that arise due to unsuccessful payment.

Any additional charges associated with your Bank or Financial Institution(s) that occur during the payment process are accounted to you and your account regardless what your payment method is.

Stamping fee:

The Stamping Fee is charged by the Vietnam Immigration Department to complete your Visa On Arrival application and get your visa stamped onto your passport.

The fee is paid in cash (USD is highly recommended) directly to the Immigration Officer at Vietnam International Airport(s) on your arrival. Vietnam-visa.com is not responsible for any exceeding amounts result from inaccurate exchange rate when you pay in other currencies.

You are also supposed to pay all additional fees if you wish to modify/correct any personal information in your Visa Approval Letter which was issued by Vietnam Immigration Department upon your arrival.

1.5. Cancellation & Refund Policy

Vietnam-visa.com reserves the right to decline to process your visa application for any reasons, including but not limited to an incomplete application, insufficient processing time, or unusual circumstances. In such cases, a full refund of the Service Fee will be given.

For any reason you wish to cancel your application before you make your payment of the Service Fee, you can do so without any charge and penalty even in case you do not inform us.

For any reason you wish to cancel your application before we start to process the service, you can do so without any charge or penalty applied. If so, it is required to send an official cancellation request in written format (email/letter) to Vietnam-visa.com before our “Processing Notification” email is sent to your registered email address.  In such a case, a full refund will be given.

For any reason you wish to cancel your application after the “Processing Notification” email is sent to your registered email address via our system, no refund will be given and the service will be completed automatically.

No refund will be given once your Visa Approval Letter was approved by the Vietnam Immigration Department and was delivered to you via your registered email address/phone number.

In case you cannot receive your Visa Approval Letter on time for any reasons as confirmed by us via the “Processing Notification”, please immediately contact us via email [email protected] or through our hotline at +84.946.583.583. Failure to do so also results in no refund.

We are not responsible for any loss/delay caused by technical errors; wrong email address or information provided by applicant without noticing us in advance.

No cancellation and no refund will be made in case you decline to get your Visa Approval Letter containing incorrect details caused by your mistakes. We strongly recommend you to check your Visa Approval Letter against your passport and personal information right after receiving and before your flight.

The Service Fee will be refunded fully if your Visa application is declined by the Vietnam Immigration Department unless such decline is due to your fault (your failure to inform us of any of your conviction by Immigration Office).

Should there is any mistake(s) created by Vietnam-Visa.com on your Approval Letter during the issuing process and you inform us at least 01 working day before your arrival date, Vietnam-Visa shall re-obtain a new Approval Letter following your original application details for you without any surcharge(s) and refund 100% of the Service Fee of your application. In addition to that, we commit to provide a One Month Single Entry Vietnam Visa-On-Arrival for one applicant of your next application without the Service Fee applied or a free of charge Transport Transfer on your departure at the end of your trip.

For any reason, if you cancel/delay/change any details of your trip to Vietnam including but no limited as your routines, your staying duration, date of arrival/departure, method of entrant to how the issued Visa Approval Letter is no longer applicable for your new plan, no cancellation and no refund will be given. In this case, it is suggested to apply a new visa application with a new Service Fee applied respectively to our quoted fee(s).

The refund will be made on every Thursday. In case it falls on our recognized public holidays (Tet, Independence Day, etc.), the refund will be made in the following working day. However, it may take you from 7 – 10 working days to receive your money, depending on your Bank/Financial Institution’s working process. Any fee charged by your Bank or Financial Institution associated with the refund shall be on your account, regardless what payment method you have used. Vietnam-Visa.com shall be responsible for the fees charged by our Bank/Financial Institution for the refund.

2. Airport Services

2.1. Arrival services

Our arrival services are designed to assist you to complete the entry or connection procedure at Vietnam airport quickly and easily, and also to escort you to your city/destination in the city center on a private car by a good English-speaking driver. 

2.2. Departure services

Those services are designed to ensure great experiences for your last moments in Vietnam. With those services, you will be taken to the Vietnam airport on time before your flight, assisted to do a quick check-in and have your luggage checked in by our staff at the airport. 

2.3. Cancellation & refund policy

For any reasons, if you cancel your order on our extra services before you make your payment, you can do so without any charge and penalty even in case you do not inform us.

For any reasons, if you cancel your order details after your payment and you send us an Official Cancellation request in written form (Email/letter) at least 72 working hours prior to your registered landing time; a full refund of your service fee will be arranged without any charge and penalty.

We don’t accept any Cancellation request within 72 working hours prior to your registered landing time for any reasons. In such a case, no penalty is applied and no refund will be given.

For any reasons, if you change your order details after your payment and send us an Official Amendment request in written form (Email/letter) at least 36 working hours prior to your registered landing time, we will re-arrange the service(s) for you without any penalty or surcharges. Should you failed on requesting us following such conditions and that leads to the failure of our service delivery, no penalty is applied and no refund will be given.

Within 36 working hours prior to your registered landing time, we don’t accept your Amendment request for your personal reasons. Should there is any changes or delayed with your flight schedule due to external elements such as natural disasters/delayed by courier, it is required to inform us immediately and no later than 06 hours of your new landing time via our hotline at (+84).946.583.583 or (+1) 559. 922.2468 for our appropriate service adjustment. Should you failed on contacting us following such conditions and that leads to the failure of our service delivery, no penalty is applied and no refund will be given.

On your arrival date, for any reasons, you cannot receive the service(s) and you do not call our hotline (+84).946.583.583 or (+1) 559. 922.2468 within 02 hours since your landed time or not follow our Hotline’s instructions, no refund will be given.

A full refund of the service fee will be made if you cannot receive the service(s) due to our fault in these 02 following cases:

• You cannot find our representative(s) at the arrival airport even though you call us at our hotline (+84).946.583.583 or (+1) 559. 922.2468 and follow our instruction.
• You get no answer or no assistance upon contacting us within 02 hours since your landed time via our hotline when you cannot find our representative(s) at the arrival airport.

In addition to that, we commit to provide a Fast Track service for one applicant of your next application without any Service Fee applied or a free of charge Airport Transfer service on your departure at the end of your trip.

The refund will be made on every Thursday. In case it falls on our recognized public holidays (Tet, Independence Day, etc.), the refund will be made in the following working day. However, it may take you from 7 – 10 working days to receive your money, depending on your Bank/Financial Institution’s working process. Any fee charged by your Bank or Financial Institution associated with the refund shall be on your account, regardless what payment method you have used. Vietnam-Visa.com shall be responsible for the fees charged by our Bank/Financial Institution for the refund.

3. Vietnam Police Check

According to the provisions of the Law on Judicial Records, the condition for granting criminal records for foreigners in Vietnam is that those foreigners are currently residing or resided in Vietnam.

3.1 Processing time

The processing of the application depends on the processing type that you applied for:

• For super urgent service: 1 working day since we receive full documents
• For urgent service:  From 2 to 4 working days since we receive full documents
• For normal service:  7 working days since we receive full documents

Note:

• For urgent and normal service: Your document should be sent to us before 4pm (GMT+7) of the day, if it comes after 4pm (GMT+7), your service will be processed on the next day.
• For super urgent service (1 working day): Your document should be sent before 11am (GMT+7) of the day, your police check certificate will be granted before 11am on the next day. After 11am, your police check certificate will be processed on the next day.

The Department of Judicial Records of Vietnam may delay and/or deny the police check processing without any explanation. Vietnam Discovery Travel has no responsibility for any delay, cancellation, financial and other losses due to denial or delay in processing. No service fees, embassy fees, courier fees, shipping charges or any portion thereof will be refunded due to delay or denial.

In special cases, additional documents or confirmation of details may be required and processing time may be longer than usual. In such cases, we will inform you by email.

3.2 Fee

By sending your Police check application to Vietnam Discovery Travel, you agree to pay all fees relating to the Police Check Certificate.

The Service Fee is charged by Vietnam Discovery Travel to apply for your Police Check Certificate from the Department of Judicial Records of Vietnam. The fee is collected fully before we commence processing your application.

The successful payment of the service fee will be confirmed via a “Notification of Successful Payment” email. We are not responsible for any situations that arise due to unsuccessful payment.

Any additional charges associated with your Bank or Financial Institution(s) that occur during the payment process are accounted to you and your account regardless of what your payment method is.

3.3. Cancellation & Refund Policy

Vietnam Discovery Travel reserves the right to decline to process your Police Check Certificate for any reasons, including but not limited to an incomplete application, insufficient processing time, or unusual circumstances. In such cases, a full refund of the Service Fee will be given.

For any reason you wish to cancel your application after we start to process the service, no refund will be given and the service will be completed automatically.

In the event that you do not clearly report your past crimes, the Department of Judicial Records of Vietnam refuses to give you a Police check, no refund will be given.

Should there be any mistake(s) created by Vietnam Discovery Travel on your Police Check Certificate during the issuing process and you inform us, Vietnam Discovery Travel shall re-obtain a new Police check following your original application details for you without any surcharge(s).

The refund will be made on every Thursday. In case it falls on our recognized public holidays (Tet, Independence Day, etc.), the refund will be made in the following working day. However, it may take you from 7 – 15 working days to receive your money, depending on your Bank/Financial Institution’s working process. Any fee charged by your Bank or Financial Institution associated with the refund shall be on your account, regardless what payment method you have used. Vietnam Discovery Travel shall be responsible for the fees charged by our Bank/Financial Institution for the refund.

4. Vietnam e-visa

Vietnam e-visa or Vietnam electronic visa (symbolized as EV) is a type of visa issued online by the Vietnam Immigration Department.

It is valid for up to 90 days, single entry, and works for various purpose, including tourism and business.

You – as an eligible traveler – can submit the e-visa application form yourself or use our e-visa service to guarantee and expedite your e-visa processing.

4.1 What we do 

We will:

• complete Vietnam e-visa application form with the Vietnam Immigration Department on your behalf,
• speed up your e-visa processing,
• follow up and download the e-visa letter and send it to you together with a detailed guide for Vietnam entry.

4.2 Processing time

We offer 3 types of processing, consisting of normal processing (5 – 7 working days, urgent processing (4 working days, 3 working days, 2 working days), and emergency support.

Note:

• Working time will be based on Vietnam Time.
• The processing time is based on the applicant acceptance time and processing time of the Vietnam Immigration (Vietnam Time), and the following rules will be applied:
  • For 5 – 7 working day processing: If we receive your payment and required information before 15:00 am of a working day, your processing time will be counted immediately, and your e-visa will be ready by the end of the 7th working day at the latest. Otherwise, it will be counted on the next working day.
  • For 4 working day processing: If we receive your payment and required information before 14:00 am of a working day, your processing time will be counted immediately, and your e-visa will be ready by the end of the 3rd working day at the latest. Otherwise, it will be counted on the next working day.
  • For 3 working day processing: If we receive your payment and required information before 14:00 am of a working day, your processing time will be counted immediately, and your e-visa will be ready by the end of the 3rd working day at the latest. Otherwise, it will be counted on the next working day.
  • For 2 working day processing: If we receive your payment and required information before 11:00 am of a working day, your processing time will be counted immediately, and your e-visa will be ready by the end of the 2nd working day at the latest. Otherwise, it will be counted on the next working day.
  • For urgent processing, the time when your e-visa is ready will be confirmed case by case.

4.3 Fees

By sending your e-visa application to Vietnam-visa.com, you agree to pay all fees relating to this type of service, including the service fee and the government fee.

4.4 Cancellation & Refund Policy

A full refund will be given in the following cases:

• We decline to process your e-visa application for any reasons, including but not limited to an incomplete application, insufficient processing time, or unusual circumstances.
• You wish to cancel your application before you make your payment.
• You wish to cancel your application before we start to process the service (i.e before you receive an email of “Processing notification” provided that you send an official cancellation request email to [email protected], provided that:
  • Your request is sent from the same email that you used to register for Vietnam visa with us,
  • Your email must clearly state your order ID.

No refund will be given in the following cases:

• You wish to cancel your application before receiving the “Processing Notification” but send the cancellation request to us from a different email or fail to notify us of your order ID, and your confirmation is made to us again after you receive the “Processing Notification”.
• You wish to cancel your application after we submit your e-visa application to the Vietnam Immigration Department.
• Your e-visa was issued by the Vietnam Immigration Department and delivered to you via your registered email address.
• You are refused Vietnam entry due to early entry, or other issues caused by your faults.
• You cannot receive the e-visa letter on time as you have provided us with the incorrect email. In this case, please immediately contact us via email [email protected] or through our hotline at +84.946.583.583.
• Your e-visa processing is delayed in the circumstances below. In those cases, please closely work with us to get your visa issued on time (including extra payment for urgent processing if required).
  • You have provided us with unqualified photos that are not accepted by the Immigration Department.
  • Vietnam eVisa official website experiences downtime, especially when the new version is lauched.
  • Vietnam Immigration Department requires additional information for your visa application.
• Your e-visa application is declined by the Vietnam Immigration Department due to the fact that you are blacklisted by the Vietnam Immigration Department and you fail to inform us of the same. >> So, please make sure to tell us all of your overstays or convictions in Vietnam during your previous stays in Vietnam (if any). Otherwise, you will waste your money (at least the Government fee for evisa application).
• Your e-visa application is declined because you have provided us with incorrect information, including but not limited to the address where you will stay in Vietnam.
• Your visa has incorrect information due to our fault but you fail to inform us within 18 hours of receiving your visa.

Should there be any mistake(s) created by Vietnam-Visa.com on your e-visa during the issuing process and you inform us within 18 hours of receiving it, Vietnam-Visa shall re-obtain a new visa following your original application details without any surcharge(s).

The refund will be made during working hours every Thursday. In case it falls on our recognized public holidays (Tet, Independence Day, etc.), the refund will be made on the following working day. However, it may take you from 7 – 10 working days to receive your money, depending on your Bank/Financial Institution’s working process. Any fee charged by your Bank or Financial Institution associated with the refund shall be on your account, regardless what payment method you have used. Vietnam-Visa.com shall be responsible for the fees charged by our Bank/Financial Institution for the refund.

5. Vietnam eSIM

Vietnam eSIM (or embedded SIM) is a digital product that keeps tourists stay connected on their trip to Vietnam.

The Vietnam eSIM provided by Vietnam-visa is from local operators and comes with a phone number.

Its validity ranges from 5 days to 30 days.

Processing time

Normally, the eSIM QR code will be delivered to the customers’ registered email within 5 minutes of purchase. In case you do not receive it then, please contact us via [email protected] for support.

Cancellation and refund policy:

The cancellation and refund request will be accepted in the following case only:

• The cancellation and request will not be accepted in the following cases:
  • you do not see your eSIM in your primary inbox but fail to contact us to check why you do not receive your eSIM, because sometimes the eSIM delivery may be mislabeled as spam or promotion email.
  • you have received your eSIM QR code via email or any channel due to the eSIM is a digital product and it cannot be canceled once delivered.
  • the QR code has been scanned,
  • the esim has an error which has been fixed by us and communicated to you.
• In cases of experiencing problems with our service, we support a refund or exchange only when the problem has been submitted and verified through our Support Team. Our Support Team will examine whether the problem falls under our responsibility, and then only if applicable, we will initiate your refund. Once again, please note that the request for a cancellation refund after returning to your home country without prior confirmation cannot be processed.

To cancel your order and request a refund, contact Vietnam Discovery at [email protected]. Please let us know your order number, product name, and the reason for the refund.

A refund will be made the same way as the payment method (e.g. paypal) used to make the purchase. A refund process may take up to 10 business days.

II. Payment

For all of our services, we accept these 04 below payment methods (please check our Payment Guideline for more details):

Method 1: Pay by Credit Card, VISA Card, MasterCard, American Express, JCB, Diners Club… through www.OnePay.vn

Method 2: Pay through www.paypal.com using your credit card via our Paypal Address: [email protected].

Method 3: Bank transfer

You can make the payment directly to our bank account:

• Account name: Bui Trung Thanh
• Account No.: 664 667 39 (pay in VND) – 664 670 39 (pay in USD)
• Bank name: Asia Commercial Bank (ACB)
• Bank address: ACB – PGD TRAN DUY HUNG, 216 Tran Duy Hung, Hanoi, Vietnam
• Swift Code: ASCBVNVX

After making your payment, please send us your receipt so that we can track your payment and process your visa approval letter per your request.

Method 4: Pay in cash at our office

Our office address: Vietnam Visa Support Department – Vietnam Discovery Travel JSC

• 23rd Floor, TASCO Building, Pham Hung Road, Me Tri, Tu Liem, Hanoi, Vietnam
• 2nd Floor, VIPD Building, No. 4 Nguyen Thi Minh Khai, Da Kao Ward, District 1, HCMC

Regardless of what your payment method is, any additional charges associated with your Bank or Financial Institution(s) that occur during your payment process are accounted to you and your account. Vietnam-Visa.com is not responsible for any of such charges.

III. Disclaimer

Due to reasons beyond Vietnam-visa.com’s control, we cannot guarantee that you will receive all confirmation and notification emails. These reasons might include; email failure, incorrect email address, emails going into your spam folder, etc. if you don’t receive any correspondence regarding your approval letter, you are required to contact our Support Team at least 2 days prior to your arrival date. Vietnam-visa.com will not be responsible for any loss or damage, this includes any request for a refund.

Applicants are responsible for checking the accuracy of the information in their approval letter. For any mistakes, applicants are required to contact us immediately for a correction, otherwise, the applicant is fully responsible for the mistakes. If the errors are made on our part, we will process the letter of approval for free, and if it is on the applicants’ part, the applicants must pay the full fee to obtain a new approval letter. The process of getting a new letter of approval will take 1-2 working days, so it is recommended that applicants check the accuracy of the approval letter carefully as soon as it is received.

Vietnam visa approval letters are usually issued with other applicants names and details, therefore you may find your name, passport number and date of birth in the same letter as other people. If you prefer a private letter, just check the corresponding option in the second step of our booking form. Vietnam-visa.com is not accountable for any issues regarding an applicant’s personal details arising from a group approval letter.

IV. Privacy

Please direct your attention to our Privacy Statement, by which you also agree to be bound when using this site. Privacy Statement is a part of this agreement.

Communications: By using this site and our services you give Vietnam-visa.com your express permission to contact you via email, or phone for all purposes including distribution of marketing and promotional materials.

V. Security

You are responsible for maintaining the confidentiality of your User ID (login) and password on Vietnam-Visa.com. You are responsible for all usage of your User ID (login), whether or not authorized by you. You agree to notify us immediately of any unauthorized usage of your User ID. Please refer to our Privacy Statement that governs submitted & distributed information.

VI. Entire Agreement

This agreement along with the Privacy Statement constitutes the entire agreement between you and Vietnam-visa.com and supersedes any and all prior agreements, statements or representations regarding Vietnam-visa.com. Failure to enforce any provision of this Agreement shall not be construed as a waiver of such provision nor of the right to enforce such provision. No waiver, amendment, or other modification made by you shall be valid or binding unless in writing and signed by both parties. This agreement is governed by the laws of Vietnam.

Contact us

If you have any questions about our Terms & Conditions, please contact us at [email protected]. You may also reach us by post or in person at Vietnam Discovery Travel JSC., 23rd floor, TASCO Building, Pham Hung Street, Me Tri Ward, Tu Liem District, Hanoi, Vietnam or 2nd Floor, VIPD Building, No. 4 Nguyen Thi Minh Khai, Da Kao Ward, District 1, HCMC