Booking Conditions

01How Bookings Are Made

Bookings are made in four stages:

1. Enquiry. You contact us with your travel dates, interests, group size and any preferences. Enquiries can be submitted through our Custom Journey form, by email, or through another direct channel.
2. Proposal. A specialist from our team designs a proposal and sends it to you in writing. The proposal is valid for the period stated in it, or for 14 days if no period is stated.
3. Acceptance & deposit. You accept the proposal in writing and pay the deposit specified in it. The deposit is usually 30% of the total itinerary price, unless the proposal states otherwise.
4. Confirmation. Once the deposit is received, we issue your Booking Confirmation and the Online Tour Booking Agreement for electronic acceptance.

A booking is only confirmed once the deposit has cleared in our account and we have issued the Booking Confirmation. Until that point, all prices and arrangements remain subject to availability.

02Who Can Book

The lead traveler who confirms the booking must be at least 18 years old and is responsible for:

• Providing accurate traveler details for everyone in the party;
• Ensuring that all travelers meet the entry, passport and health requirements for each destination;
• Ensuring that all travelers read and accept these Booking Conditions and the Online Tour Booking Agreement; and
• Making payments on behalf of the party where applicable.

Minors traveling on a journey must be accompanied by a parent or legal guardian, unless specific written arrangements have been agreed with us in advance.

03Deposits & Payments

3.1 Deposit

A deposit is required to confirm every booking. The standard deposit is 30% of the total itinerary price, unless the proposal states otherwise. Certain journeys — including festival-period travel, cruise-inclusive journeys, and peak-season departures — may require a higher deposit, which will be stated in the proposal.

3.2 Final Balance

The final balance is due 30 days before departure, unless the proposal states otherwise. If the final balance is not received by the due date, we may treat the booking as cancelled in accordance with Section 06 and our Cancellation Policy.

3.3 Currency & Payment Methods

Prices are quoted in United States Dollars (USD) unless otherwise agreed. Accepted payment methods, bank details and any applicable transfer fees are set out in our Payment Terms. Any bank charges, currency conversion fees or intermediary fees are the responsibility of the Client.

3.4 Price Confirmation

The price stated in the Booking Confirmation is the confirmed price for your journey. Once the booking is confirmed, the price is fixed, except in the specific circumstances described in the Online Tour Booking Agreement (Section 2.2) and only with prior written notice and the options described there.

04The Booking Confirmation

Every confirmed booking receives a Booking Confirmation. The Booking Confirmation is the commercial record of your journey. It sets out, at minimum:

• Client name(s) and traveler details;
• Itinerary name and reference;
• Travel dates and route;
• Accommodation, room types and meal basis;
• Transport arrangements and internal flights (where included);
• Included activities and experiences;
• Items that are excluded from the price;
• Total itinerary price and payment schedule;
• Any disclosed non-refundable supplier charges;
• Special requests that have been confirmed; and
• The Booking Confirmation reference number.

Please check your Booking Confirmation carefully as soon as you receive it. If anything appears incorrect, contact us immediately — before you accept the Online Tour Booking Agreement. Once the Agreement is accepted, the Booking Confirmation becomes the authoritative record of what has been purchased.

05Amendments

5.1 Amendments Before Confirmation

Before your booking is confirmed (i.e., before the deposit is received), you are free to request changes to the proposal at no cost. Prices and availability may change in response.

5.2 Amendments After Confirmation

After your booking is confirmed, amendments are subject to availability and to any charges imposed by our suppliers. Typical amendments include changing travel dates, adjusting the group size, upgrading accommodation, or adding or removing activities.

Where an amendment results in additional cost, we will provide a revised quotation before proceeding. Where an amendment results in a reduction in cost, any refund is subject to recoverable amounts from suppliers.

5.3 Amendments We May Make

Occasionally, we may need to make changes to a confirmed journey — for example, due to supplier availability, weather conditions, government restrictions, or improvements in the itinerary. Where a change is significant, we will notify you in writing and offer you the options described in the Online Tour Booking Agreement.

06Cancellation, Refunds & Changes by Us

This Section sets out how cancellations, refunds and forced changes are handled. It covers cancellation by the traveler, cancellation by Asia Travel Mates Corp, cancellation fees, supplier rules, force majeure, no-show, unused services and amendments triggered by us.

6.1 Cancellation by the Traveler

Cancellation must be made in writing and is effective on the date it is received by Asia Travel Mates Corp. A cancellation is only confirmed once we have acknowledged it in writing. Until then, the booking remains active.

Please send cancellation requests to hello@asiatravelmates.com, or through your dedicated specialist. We will reply confirming receipt, and stating the exact cancellation charge that applies.

6.2 Cancellation by Asia Travel Mates Corp

In the rare event that we cancel a confirmed journey for reasons within our control, the traveler will be offered, at their choice:

• A full refund of all amounts paid to us; or
• An alternative itinerary of equivalent value, subject to availability and price.

Where a journey is cancelled by us for reasons outside our control — including Force Majeure (Section 6.5) or supplier failures — the handling is governed by the applicable supplier terms and by what remains recoverable from suppliers. We will always inform you promptly, in writing, and work in good faith to find a reasonable solution.

6.3 Cancellation Fees (Standard Schedule)

Cancellation charges are calculated based on the number of days between the effective date of cancellation and the departure date. The standard schedule below applies unless the Booking Confirmation states otherwise for a specific journey.

Cancellation charges are calculated on the total itinerary price. They are not calculated on the deposit alone, and they do not reduce if a portion of the journey has already been delivered.

6.4 Supplier Cancellation Rules

Certain components of a journey carry their own cancellation terms, imposed by the suppliers who provide them. These charges are in addition to the standard schedule in Section 6.3, where the supplier has already been paid or committed.

Typical supplier cancellation rules apply to:

• Domestic flights — issued tickets are usually non-refundable or refundable only by airline credit;
• Cruise deposits and full payments — non-refundable after a certain window before departure;
• Festival-period and peak-season hotel bookings — often non-refundable once confirmed;
• Special-permit activities — trekking and remote-region permits are typically non-refundable once issued;
• Non-refundable supplier commitments — private charters, exclusive-use properties, or custom activities with advance payments.

Where a supplier cancellation rule applies to your booking, it is disclosed in the Booking Confirmation, with the applicable amount or percentage stated where known.

6.5 Force Majeure

Neither party is liable for failure to perform its obligations where that failure is caused by events beyond reasonable control. Force Majeure events include, but are not limited to:

• Natural disasters, extreme weather, typhoons, floods, earthquakes;
• Pandemics and epidemics;
• Government action, travel bans, border closures, or restrictions;
• Civil unrest, strikes, war or acts of terrorism.

Where Force Majeure affects a journey, both parties will work in good faith to reach a reasonable solution, which may include:

• Rerouting the journey where safe and possible;
• Postponement to alternative dates;
• Partial refund of amounts not committed to non-refundable suppliers;
• Credit notes where a supplier offers them in place of cash refund.

6.6 No-Show

Failure to arrive for a scheduled departure — or failure to be present at an agreed pickup point at the agreed time — without prior written notice to us, is treated as a 0-day cancellation and is non-refundable.

Where a traveler misses a component of a journey (for example, a flight or a transfer) due to delays outside our control, we will assist in re-booking where possible. Any additional cost is at the traveler’s expense and may be recoverable under their travel insurance.

6.7 Unused Services

No refund is provided for unused services — including accommodation nights not used, meals not taken, activities not attended, guide time not used, or transfers not taken — where the reason is within the traveler’s control.

Where the reason is outside the traveler’s control — for example, a medical emergency — we will always engage with suppliers to explore any recoverable amount, and any refund we receive from suppliers will be passed on to the traveler. Travel insurance is the primary protection for these scenarios.

6.8 Amendments (Triggered by Us or by Force Majeure)

Where we are required to amend a confirmed journey — for reasons such as supplier availability, weather, safety concerns, government restrictions, or Force Majeure — the following framework applies:

• Minor amendments: A different vehicle, a reordered itinerary, or a substitution of similar standard. These do not normally trigger a refund, but we will always inform you in writing.
• Significant amendments: A change to the departure date, the destination, the standard of accommodation, or the guiding arrangements that materially alters the character of the journey. For significant amendments, we will offer an equivalent or improved alternative where one is available.
• If the alternative is materially different: and you do not accept it, we will offer a refund of the affected portion of the journey, subject to what remains recoverable from suppliers.

Where a significant amendment is triggered by Force Majeure (Section 6.5), the same framework applies, and both parties will work in good faith to reach a reasonable solution.

6.9 Refund Mechanics

Approved refunds are made by bank transfer to the account from which the original payment was received, unless otherwise agreed in writing. Refunds are typically processed within 5–10 business days after confirmation of the refund amount.

Where a refund is contingent on recovery from a supplier, the timing of the refund to you will follow the timing of the supplier recovery.

Full cancellation mechanics — including the parallel Cancellation Policy — are set out in our Cancellation Policy, which operates alongside this Section. Where the two documents overlap, these Booking Conditions prevail for bookings governed by them.

07Travel Insurance

Comprehensive travel insurance is mandatory for participation in any Asia Travel Mates Corp journey. Proof of coverage must be provided no later than 14 days before departure.

Detailed requirements — including minimum coverage levels — are set out in our Travel Insurance Requirements. Where proof of insurance is not provided by the deadline, the booking may be treated as cancelled under Section 06.

08What Is Included & Not Included

The precise list of inclusions and exclusions is set out in your Booking Confirmation. As a general guide, the following typically applies to Asia Travel Mates Corp journeys.

8.1 Typically Included

• Accommodation as specified in the Booking Confirmation;
• Meals on the basis stated in the Booking Confirmation (e.g., breakfast daily);
• Transport within the itinerary, including private transfers where stated;
• Internal flights where stated in the Booking Confirmation;
• Guiding services as specified in the itinerary;
• Entrance fees to sites, activities and experiences included in the itinerary;
• Any cruise, boat or rail components stated in the Booking Confirmation.

8.2 Typically Not Included

• International flights to and from the region, unless stated;
• Visa fees, e-visa fees and digital arrival card fees;
• Travel insurance (which is mandatory but arranged independently);
• Meals not specified in the Booking Confirmation;
• Beverages, unless specifically included;
• Personal expenses, laundry and telephone charges;
• Optional activities and excursions not included in the itinerary;
• Tips and gratuities to guides, drivers and other service providers;
• Anything else not expressly listed as included.

09Special Requests & Requirements

We are happy to note special requests — dietary requirements, room preferences, accessibility needs, celebrations, and similar. Where we are able to confirm a special request with our suppliers, it will be reflected in the Booking Confirmation.

Requests that are not confirmed in the Booking Confirmation are treated as preferences that we will pass on where possible, but that cannot be guaranteed. Accessibility-related requests should be raised as early as possible so we can review them against specific properties and destinations. Our Accessibility Statement provides further information.

10Passports, Visas & Documents

All travelers are responsible for ensuring they hold:

• A passport valid for at least 6 months beyond the date of entry into each country visited;
• All required visas, e-visas or entry permits for each destination;
• Any health documentation required by the destination or by the transport provider; and
• Travel insurance documentation, to be presented on request.

Where we assist with visa documentation, this is done as a courtesy and does not transfer responsibility from the traveler. Entry requirements change — always confirm current rules with official government sources or through our team before you travel.

11Behavior & Group Travel

Asia Travel Mates Corp reserves the right to remove any traveler whose behavior is seriously disruptive, unsafe, or inconsistent with the wellbeing of other travelers, our guides, hosts or local communities. In such cases, no refund will be provided for the unused portion of the journey.

For shared or group journeys, travelers are expected to respect the rhythm of the group and the guidance of the tour leader. Our approach to respectful and responsible travel is set out in our Responsible Travel Policy.

12Supplier Arrangements

Asia Travel Mates Corp acts as a Destination Management Company (DMC) and journey organizer. Certain components of the journey — flights, cruises, hotels and specific activities — are provided by independent suppliers. We select suppliers carefully, coordinate the components of your journey, and remain responsible for our own contractual obligations to you, subject to applicable law.

Individual suppliers may have their own terms, safety requirements and liability rules for the services they directly provide. Where a supplier’s terms materially affect your journey, we will advise you as part of the Booking Confirmation. Cancellation charges imposed by suppliers are covered in Section 6.4.

13Liability

Liability is governed by the Online Tour Booking Agreement and applicable law. To the maximum extent permitted by law, and without excluding any liability that cannot lawfully be excluded, our total liability to you in relation to the affected portion of a journey is limited to the total amount paid by you for that portion of the journey. We are not liable for indirect, consequential or punitive damages.

Optional activities — including kayaking, trekking, cycling, diving and adventure experiences — are undertaken at the traveler’s own risk. Travelers are responsible for confirming that they are physically capable and adequately insured for such activities.

14Privacy & Data

Personal data provided for a booking is processed in accordance with our Privacy Policy and applicable Vietnamese data protection regulations. Data is used to deliver the journey, meet legal and accounting requirements, and maintain communication.

Where we share information with suppliers — hotels, cruise operators, transport providers, guides and restaurants — this is limited to what is necessary to deliver the journey. We do not sell personal data.

15Complaints & Disputes

If something does not meet your expectations, please raise it with your guide or our team as soon as possible during the journey, so we have the opportunity to address it in real time.

Post-journey complaints should be submitted in writing through our Complaints Procedure. Dispute resolution — including negotiation, mediation and, where agreed, arbitration — is governed by the Online Tour Booking Agreement (Section 8) and applicable law.

16Changes to These Booking Conditions

We may update these Booking Conditions from time to time to reflect changes in our practices, our supplier arrangements or applicable law. The version that applies to a specific booking is the version in force at the time the booking is confirmed — that version is preserved in the booking’s contract record.

The version number and effective date at the top of this page show when these Booking Conditions were last revised.