Terms and Conditions
The Terms and Conditions below govern the relationship between you, the passenger, and us, Novaland Tours. By booking a trip, you agree to be bound by these Terms and Conditions, please be sure to carefully read these terms and make sure you understand and accept these Terms and Conditions.
- Cancellation Refunds
- Alteration of Itinerary
- Travel Document
- Medical Issues
- Complaints and Claims
1)Upon confirmation of a reservation, normally a deposit is requested. Usually the rest of payment for the total tour or business service package should be paid to Novaland Tours 20 days prior to clients arrival, except those special situations discussed between you and your travel consultant in advance. Failure to comply may result in cancellation of the client bookings without any refund of sums already paid to Novaland Tours by the client. Client may choose to pay the full price rather than a deposit, thereby avoiding a second transfer fee.
2) It is highly recommended that your tour reservation be made 30 days prior to the actual traveling date. A full payment by credit card is required 15 days prior to your actual arrival date.
3) When your booking is confirmed, we will send you a confirmation letter informing you with the proposed flights, hotels, and tours in details. If any conditions should change after the confirmation, Novaland Tours reserves the right to make changes and provide you with the similar alternative options.
Payment can be made by cash, credit card, wire transfer (bank transfer). Except for cash payment, a service charge may apply.
Detailed payment guide will be sent to you via email by your travel consultant.
Note: Any bank charges levied by the sending bank relating to transfers to Novaland Tours must be paid by the client. A surcharge of 4.5% will be applied to payment by Paypal or credit cards. Service vouchers will be issued one week before the departure date.
If you must cancel your trip, please contact your personal travel consultant. Cancellation refunds will be calculated as of the date we receive your written cancellation.
Novaland Tours reserves the right to levy cancellation fees when such charges are levied by suppliers, hotels, carriers, restaurants or any other contractors.
There will be NO REFUNDS given for any unused or missed ground arrangements, sightseeing, meals or hotel accommodations.
Traveler substitutions are considered reservation cancellations and are subject to the above cancellation fees. After the trip has commenced, we are unable to refund any amount for unused services due to your early departure, late arrival, or missed days on tours.
All payments for travel services not provided to the passenger shall be refunded in accordance with these Terms and Conditions and in accordance with Novaland Tours' cancellation policy:
1. Cancellations made no less than 30 days prior to departure will qualify for a full refund less a US$50 administration fee per person.
2. Cancellations made between 30 to 15 days prior to departure will qualify for a full refund less a $80 administration fee per person.
3. Cancellations made between 14 to 8 days prior to departure will qualify for a 75% refund (after deducting the unrefundable fees by the third providers) per person.
4. Cancellations made between 7 to 3 days prior to departure will qualify for a 50% refund (after deducting the unrefundable fees by the third providers) per person.
5. Cancellations made between 2 to 0 days prior to departure will be no refund.
6. Please note: the unrefundable fees and additional cancellation fees, if applicable, imposed by the service providers other than Novaland Tours (i.e. airlines, hotels, etc.) will be deducted in the money refunded.
If you need to cancel your trip, please contact your personal travel consultant. Cancellation refunds will be calculated as of the date we receive your written cancellation.
The following fees can't be refunded:
8 days or more days prior to check-in date: No charge;
7 to 2 days prior to check-in date: 10% of total room rate for the first night;
1 day prior to check-in date: 40% of the total room rate for the first night;
On or after check-in day: 100% of the total room rate for the first night, 40% of the second night, and 10% of the 3-7 nights.
21 days or more days prior to departure date: No charge;
20 to 8 days prior to departure date: 20% of total tour fare;
7 to 2 days prior to departure date: 30% of total tour fare;
1 day prior to departure date: 40% of the total tour fare;
Prior to departure time on departure day: 50% of the total tour fare;
After departure time or no-show: 100% of the total tour fare.
The Private Tour Guides of Private Tour:
|Number of Days of Advance Notice
|No advance notice or notice on the day
|100% of the fee
|1-2 days in advance
|80% of the fee
|3-7 days in advance
|30% of the fee
The Private Cars of Private Tour:
|Up to 15 days prior to date of travel
|No cancellation fee
|14 - 8 days prior to date of travel
|20% of the specified fare and charges
|7 - 2 days prior to the date of travel
|30% of the specified fare and charges
|The day before the date of travel
|50% of the specified fare and charges
|On the date of travel
|100% of the specified fare and charges
|Cancellation without notice (no-show)
|100% of the specified fare and charges
1) Novaland Tours reserves the right to levy cancellation fees when such charges are levied by suppliers, hotels, carriers, airlines, restaurants or any other contractors.
2) After the trip has commenced, there will be NO REFUNDS given for any unused or missed ground arrangements, sightseeing, meals or hotel accommodations due to your early departure, late arrival, or missed days on tours.
3) All payments for travel services not provided to the passenger shall be refunded in accordance with Novaland Tours' Terms and Conditions and in accordance with cancellation policy:
Alteration of Itinerary
Before your booking is confirmed, alterations to your itinerary are happily processed free of charge, because providing the best tour possible for you is our goal. However, alterations after you have received your booking confirmation letter will incur a fee of US$10.00 per request, and changes to departure date or destination may incur cancellation fees. All changes are subject to availability and cannot be guaranteed.
Novaland Tours reserves the right to modify the itinerary of your tour if air schedule or surface transportation changes, and/or events beyond its control make such alterations necessary. In this event, any of the increase or reduction of the tour cost will be calculated and charged/ refunded accordingly. If it is you who request the changes to your tour, then you will be required to pay any additional cost in advance.
A valid passport and necessary visas or permits are required for you traveling. All such documentation is the sole responsibility of yours, though your travel consultant may assist you in applying for the necessary travel documentation upon your request. Novaland Tours accepts no responsibility or liability whatsoever for your failure to obtain appropriate documentation.
You must advise us in writing, at or prior to booking, of any physical, emotional or mental condition which may require professional attention during the trip or may require the use of special equipment. If you require a wheelchair, you must provide your own small, collapsible wheelchair. Certain features, and certain trips, are not wheelchair-accessible. We cannot guarantee any wheelchair assistance or accessibility in international destinations. Novaland Tours reserves the right to decline any trip participant whose condition, in our opinion, may affect the health, safety or enjoyment of other participants.
We cannot accommodate women past their sixth month of pregnancy.
You should take into account all international travel risks and familiarize yourselves with health requirements applicable to the areas you intend to visit. You are solely responsible for checking the safety and security conditions, vaccination, and other health requirements of governments in countries you are going to visit or transit.
Since the tour insurance compensation in many countries such as China is very few and has the strict rule. And the items in the contract of these countries’ insurance companies have been not suitable to foreigners. In fact nearly most of foreign tourists can’t get compensation from these countries’ insurance companies. Therefore from 2012 we don’t buy insurance from these countries’ insurance companies for our clients any more. We cut down the cost and don’t include it in the quotation. We suggest you buy necessary travel insurance from insurance company in your country, which could give you high money compensation.
Novaland Tours provides tour information and tour bookings. Novaland Tours publishes travel information and services gathered from the selected quality hotels, air ticket agencies and tour companies & operators. Novaland Tours will not be responsible for errors, emissions or inaccuracies in information provided by third party providers.
Novaland Tours shall not be responsible for any wrongful or negligent or fraudulent, omissions, changes of itinerary, cancellation or the failure of any equipment operated by those suppliers or any other party not directly owned or controlled by by Novaland Tours.
Novaland Tours shall not be liable for any loss, injury, or damage to person or property, alteration of itineraries or cancellation in part or in full, caused by climatic conditions, sea fire, breakdown of machinery or equipment, acts of government or other authorities, wars whether or not declared, civil disturbances, strikes, riots, thefts, epidemics, quarantines, medical or customs regulations, terrorist activities, or any other actions, omissions or conditions beyond Novaland Tours's control. Neither Novaland Tours nor any of its affiliates or subsidiaries shall be or become liable or responsible for any additional expenses of liability sustained or incurred by the tour member as a result of any of the aforementioned causes.
Novaland Tours is not responsible for your failure to comply with customs regulations.
Novaland Tours is not responsible for the theft or loss of any customer's valuables or items of personal property due to the negligence of the customer.
Novaland Tours reserves the right to substitute hotels of similar quality at any time or to make changes in itinerary of similar quality, flights, or cruise ships, or to cancel the tour prior to departure. If Novaland Tours has cancelled any tour prior to the commencement of the tour, Novaland Tours is liable for a full refund of the money received by Novaland Tours.
If you purchase an airline ticket separately, ensure that your agent explains the conditions under which the ticket is issued as Novaland Tours is not responsible for such airline ticket cancellation fees.
Novaland Tours reserves the right to correct promotional or pricing errors at any time, or to increase the program price in the event of cost increases due to changes in airfares, cruise fares, currency fluctuations, park fee increases, taxes, or fuel surcharges.
Please understand that not all museums and attractions are open every day of the year. Novaland Tours reserves the right to vary the sequence of sightseeing and/or to re-route the order of cities if that will enable you to visit all listed excursions. In either case, the itinerary content will be maintained to the extent possible and there are no refunds for any unused or unavailable excursions.
Many of Novaland Tours tour packages include activities that require care attention. Such activities include boarding and going ashore from boats, climbing hills and entering and exiting tombs and caves etc. You will receive help and advice from our representatives but all activities are undertaken at your own risk. Novaland Tours, its employees and agents cannot be responsible for any action or event that occurs after its employees and agents have exercised their duty and taken the necessary care.
Complaints and Claims
Whenever you feel unsatisfied with any service Novaland Tours has provided, please inform your local tour guide or your travel consultant immediately to avoid similar problems happening again either before or during your trip.
If you want to complain or claim for compensation, you must inform us by email, regular mail, or facsimile in writing within 15 days upon your finish of your tour. Please attach relevant receipts and substantiating evidence to the letter of claim. Novaland Tours will not be liable for any claims made later than 15 days after you finish your tour.
Whenever you need any help or want to contact us for any reason, please feel free to contact Novaland Tours customer service center at or firstname.lastname@example.org.
Novaland Tours reserves the right to modify or rescind the terms and conditions in whole, or in part at any time with or without notice.
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