Order Cancellation & Refund Policy

This policy applies to all orders placed through PLAY TRAVEL COMPANY LIMITED (hereinafter referred to as "the Company"), including but not limited to service matching fees for tour guide reservations. By placing an order and completing payment, the traveler acknowledges and agrees to the terms of this policy.

Article 1 – Definitions

  1. Tour Guide / Local Companion: Individuals providing sightseeing tours, itinerary planning, or on-site accompaniment.
  2. Exhibition Interpreter / Business Companion: Individuals providing on-site interpreting services at exhibitions or accompanying business clients (not including written translation or contract review).
  3. Traveler: A person who places an order on this platform and pays to obtain matching services.
  4. Order: A transaction record generated by the system when a traveler books a specific guide, including deposit amount, itinerary, and details.
  5. Deposit (Matching Fee): A fee charged by the platform to establish contact, recommend guides, and complete the booking procedure.
  6. Refund to Original Payment Method: Refunds will be returned to the same account or card used for payment.
  7. Business Day: Excludes weekends and official public holidays in Vietnam.
  8. Time Reference: Unless otherwise specified, all deadlines are based on local time at the destination (Vietnam Time, UTC+7).

Article 2 – Traveler-Initiated Cancellations

  1. Cancellation Deadlines & Fees
    1. If canceled 7 days or more before the scheduled start date:
      Deposit is non-refundable; tour guide fee will be fully refunded.
      (Any non-refundable processing fees charged by banks or third-party payment providers will be deducted.)
    2. If canceled 3–6 days before the scheduled start date:
      Deposit is non-refundable; 50% of the guide fee will be deducted as a penalty, the remainder will be refunded (minus actual processing fees).
    3. If canceled within 48 hours of the scheduled start time:
      Neither the deposit nor the guide fee will be refunded.
  2. Cancellation Procedure
    1. Log in to your member account, go to "My Orders," select the order to cancel or contact customer service.
    2. Click "Cancel Order" and provide a reason for cancellation; the system will process and review automatically.
    3. Upon approval, eligible refunds will be issued within 3 business days to the original payment method. Actual posting time may vary depending on the bank/payment provider.
  3. Refund Timeline: Posting of funds depends on the card issuer/bank and typically takes 15–45 business days.
  4. Failed Cancellations: If an order status is not eligible for cancellation (e.g., service has already started, refund already processed), system cancellation will not be possible. Please contact customer service for assistance.

Article 3 – Refunds for Company/Guide Unavailability

  1. No Response Within 24 Hours: If a guide does not confirm availability within 24 hours after order placement, the traveler may choose to switch guides or receive a full refund. Refunds will be processed within 3 business days to the original payment method.
  2. Matching Failure or Force Majeure: If due to system maintenance, sudden guide unavailability, natural disasters, government restrictions, or other force majeure events, the order will be marked as "Service Canceled" in the system. Refund rules:
    1) If the trip has not yet started: Full refund.
    2) Refunds will be processed within 3 business days.
  3. Guide Withdrawal Mid-Service: If a guide cannot complete the service after it has started due to reasons attributable to the guide, both the traveler and company will be notified. If no alternative arrangement can be made, a pro-rata refund based on unfulfilled service will be issued within 3 business days.

Article 4 – Refund Method & Details

  1. All refunds will be made to the original payment method. No alternative bank account information is required from the traveler.
  2. Refund amounts will exclude non-recoverable fees charged by banks or payment processors, subject to their policies.
  3. After the refund is processed, the Company will notify the traveler. If funds are not received within 14 days, please contact your card issuer or our customer service team.

Article 5 – Exceptions & Special Notes

  1. If the traveler arrives late or fails to show up at the designated meeting point, the guide may wait up to 15 minutes. After that, it will be considered as a traveler-initiated cancellation, and no refund will be granted.
  2. If cancellation is requested via non-system methods (e.g., message, phone call), customer service confirmation is required before refunds are processed. Refund timelines begin from the confirmation date.
  3. Changing the departure date or guide requires a new booking. The original booking will be treated under traveler-initiated cancellation rules.
  4. Once a refund has been completed, no additional refund claims may be made for the same order.
  5. If the traveler cannot participate due to personal reasons (e.g., visa/passport issues, travel delays), refunds will follow the traveler-initiated cancellation rules. The Company bears no additional liability.

Article 6 – Customer Service

If you have any questions or need manual assistance with a refund, please contact us via:

Article 7 – Amendments

  1. The Company reserves the right to amend this policy at any time. Changes will take effect immediately upon being posted on the platform.