The Vietnamese text is the original and the legally binding version; this translation is provided for convenience.
01
General transaction terms
The terms that apply when you visit the website, request a quotation, hold a booking, pay for and use Diamond Bay services.
1.1Scope
These general transaction terms govern access to, requests for quotation, holds, bookings, payment and use of the services presented or provided on the websites, landing pages and online platforms owned and operated by Ha Long Diamond Bay Co., Ltd, trading as Diamond Bay (“Diamond Bay”, “we”).
They apply to:
Customers who book or use a service directly;
Anyone booking on behalf of a passenger or a group;
Passengers and beneficiaries of the service;
Tour operators, hotels, agents and partners using the Diamond Bay B2B system;
Transactions involving tours, packages, cruises, accommodation, transport, restaurants, entrance tickets, guides, experiences and other travel services.
02
Privacy and personal data protection policy
How Diamond Bay collects, uses, stores, shares and protects the personal data of visitors, customers, passengers and partners.
2.1Introduction and scope
This policy describes how Ha Long Diamond Bay Co., Ltd, trading as Diamond Bay (“Diamond Bay”, “we”), collects, uses, stores, shares and protects the personal data of visitors, customers, passengers, partners, agents and users of the websites, sub-domains, applications and online platforms it owns and operates.
The policy applies to:
The Diamond Bay corporate website;
The Diamond Bay Travel pages and landing pages;
The Diamond Bay Cruises pages and landing pages;
The Diamond Bay booking and B2B partner management system;
Registration forms, quotation requests, booking, payment, newsletter, customer-care and other online channels linked directly to the platforms above.
03
How we receive and resolve feedback, requests and complaints
The channels we accept, what to send us, the five-step procedure and the deadlines within which Diamond Bay replies.
3.1What we accept
Diamond Bay receives feedback, support requests and complaints about:
Service information, prices, offers, taxes, fees and surcharges;
Customer accounts and B2B partner accounts;
Quotation requests, holds, booking confirmations, vouchers and invoices;
Payments, deposits, reconciliation, failed transactions or transactions not yet recorded;
Changes to passenger details, itinerary, cabin grade or service content;
The quality of tours, cruises, accommodation, transport, restaurants, tickets and other travel services;
04
Pricing policy
How prices are published, taxes, fees and surcharges, promotions, child pricing, B2B rates and how pricing errors are handled.
4.1How we publish prices
Diamond Bay publishes service prices clearly and transparently, consistent with the information available at the time the customer transacts.
Prices are quoted in Vietnamese Dong (VND) unless the service page or quotation states another currency. Where an indicative price is shown in a foreign currency, the official amount payable and the exchange rate or conversion rule must be notified before the customer confirms.
At the final step before booking or paying, the system must show at least:
The service name and quantity;
The departure or service date;
The unit price and how it is calculated;
Taxes, fees and mandatory surcharges;
Discounts, promotion codes or promotional benefits;
05
Payment policy
Payment methods, when a payment obligation arises, deposits, how transactions are recorded, failed payments and payment security.
5.1Payment methods
Depending on the service and the time of booking, Diamond Bay may accept:
Bank transfer to a Diamond Bay corporate account;
Payment by QR code;
Domestic or international cards, or another method supported by the bank;
An integrated payment gateway or payment intermediary;
Any other lawful method shown at the payment step.
The bank name, account number and beneficiary must be shown on the payment page, the booking confirmation or an official Diamond Bay notice.
Diamond Bay does not ask customers to transfer money to a personal account. If the payment details you receive differ from the official ones, stop and call the hotline to verify.
06
Conditions and limits on the supply of goods and services
What we sell, where and when we operate, passenger and document requirements, conduct rules, weather limits and force majeure.
6.1What we provide
Diamond Bay presents, takes bookings for and/or provides:
Tours, sightseeing programmes and travel packages;
Overnight cruises, day boats and on-board services;
Hotels, villas, homestays and other accommodation;
Cars, boats, vehicles and transfers;
Restaurants, dining, entrance tickets and experiences;
Guides, SIM cards and other travel support services;
Cruise products and inventory for B2B partners.
07
Service delivery, termination and refund policy
How a booking is delivered and confirmed, the conditions for changes, cancellation, no-shows and force majeure, and how a refund is calculated.
7.1Nature of the service
Diamond Bay mainly provides travel services booked in advance and used later; no physical goods are delivered. Accordingly:
“Delivery” takes the form of a booking confirmation, voucher, e-ticket, contract, itinerary or service instructions;
“Inspection” means the customer reviewing the booking details, not checking physical goods;
“Exchange or return” means amending, moving, substituting or cancelling a service;
“Warranty” does not apply as it would to a product; Diamond Bay guarantees quality against what was confirmed.
Booking and delivery process
08
Online support
Our official support channels, staffed hours, what we help with, expected response times and how to spot an impersonator.
8.1Support channels
Diamond Bay provides one or more of the following:
Hotline;
Official contact email;
Contact and complaint form on the website;
Live chat on the website;
Zalo and WhatsApp on the hotline number;
B2B account and support tickets;
Official social channels: Facebook, TikTok, Instagram and YouTube.
Only accounts linked from the official website or published by Diamond Bay count as official support channels.
Legal basis
The documents above are built on:
Law on E-commerce No. 122/2025/QH15, in force from 01/07/2026;
Decree No. 248/2026/ND-CP detailing a number of articles of the Law on E-commerce, in force from 01/07/2026;
Law on Personal Data Protection No. 91/2025/QH15, in force from 01/01/2026;
Decree No. 356/2025/ND-CP detailing articles and measures implementing the Law on Personal Data Protection;
Law on Protection of Consumer Rights No. 19/2023/QH15 and Decree No. 55/2024/ND-CP;
Law on Electronic Transactions No. 20/2023/QH15 and the related sector-specific regulations.
Policies & terms | Diamond Bay
Where a B2B partner has signed an agency agreement, a framework agreement or a separate arrangement with Diamond Bay, that document prevails on the matters it covers. Anything it does not cover continues to be governed by these general terms.
The specific conditions published on a service page, quotation, booking form, booking confirmation or voucher form an integral part of the transaction. Where they differ, specific conditions that were clearly published and accepted by the customer before booking prevail, without limiting the mandatory consumer rights granted by law.
1.2Definitions
In these terms:
Customer means the individual or organisation requesting a quotation, booking a service or paying Diamond Bay;
Passenger means the person who actually uses the service; the customer and the passenger may or may not be the same person;
B2B partner means an organisation, household business, agent or trader approved by Diamond Bay to use a partner account;
Booking means a request to reserve one or more services sent to Diamond Bay by a customer;
Booking confirmation means the email, message, electronic record, voucher or system notice confirming that the service has been recorded;
Supplier means the party performing part or all of the service, such as a cruise operator, hotel, transport operator, restaurant, attraction, guide, insurer or other related party;
Departure date / service date means the day the service begins under the booking confirmation;
Working day excludes Saturdays, Sundays and the public holidays set by Vietnamese law, unless stated otherwise.
1.3Conditions and limits on providing services
1.3.1Where and when we operate
Diamond Bay provides services at the locations, routes and times published on each service page, quotation or booking confirmation. Some services run only in Ha Long, Ha Long Bay, Lan Ha Bay, Quang Ninh or another specified place.
Services depend on availability, cabin inventory, sailing schedules, opening hours, season and the capacity of Diamond Bay or the supplier. A service appearing on the website does not mean it is always available or certain to be confirmed.
1.3.2Who may transact
The person carrying out the transaction must be at least 18 years old with the appropriate legal capacity, or the lawful representative of an organisation. Anyone booking for another person must be entitled to provide their information and transact on their behalf.
Children, elderly travellers, pregnant women, people with disabilities, underlying conditions, allergies, restricted mobility or a need for special assistance must be declared to Diamond Bay before the booking is confirmed. Depending on the itinerary, safety conditions or supplier requirements, Diamond Bay may ask for a medical certificate or a companion, or decline part of the service where participation would not be safe. Any refusal must be reasonably grounded and notified to the customer.
Age policies, child pricing, single-room supplements, extra beds and companion requirements are published per service.
1.3.3Documents and passenger conditions
Customers and passengers are responsible for preparing identity documents, passports, visas, birth certificates, permits, health certificates or other papers required by law, the authorities and the supplier.
Diamond Bay may refuse service or cancel the related part of a booking if a passenger:
Fails to provide mandatory information or documents on time;
Provides information that is incorrect, incomplete or invalid;
Does not meet immigration, accommodation, transport or safety requirements;
Behaves dangerously, causes disorder, infringes the rights of others or breaks the law;
Does not follow reasonable instructions from the captain, guide, operating staff or the authorities.
Costs arising from a customer's or passenger's fault, or from failure to meet these conditions, are handled under the cancellation conditions of the service and the applicable law.
1.3.4Availability and interruptions
A service may be suspended, changed, limited or interrupted because of:
Sold-out inventory or changes to allotment or operating schedules;
Weather, tides, maritime conditions or safety requirements;
Decisions of the port authority, the Bay Management Board or competent state authorities;
Maintenance of vessels, vehicles, accommodation or technical systems;
Technical faults, cyber-security incidents or payment gateway outages;
Epidemics, natural disasters, fire, war, strikes or other force majeure events.
Diamond Bay will give notice within a reasonable time of learning of the event and will work with the customer on a solution under the service-quality section of these terms.
1.4Service standards and delivery process
1.4.1Service standards
Diamond Bay undertakes to:
Publish service information, prices and what is and is not included, clearly;
Provide, or arrange the provision of, the service exactly as confirmed;
Select and work with suppliers holding the appropriate legal standing, capability and operating conditions;
Support customers before, during and after the service;
Receive and handle changes, incidents, feedback and complaints under the published procedure;
Protect information and personal data under the Diamond Bay privacy policy.
Standards, facilities, images and star ratings are described using information from Diamond Bay, the supplier or the competent authority at the time of publication. Images are illustrative; the actual cabin grade, cabin location, vessel, vehicle or layout may differ within an equivalent standard, except where specifically confirmed.
1.4.2Booking and delivery process
The basic process is:
01The customer selects the service, date, number of guests and any related requirements;
02The customer reviews the description, price, inclusions and exclusions, and the payment, change, cancellation and refund conditions;
03The customer supplies the full booking and passenger details;
04The system displays the order for the customer to review, correct and confirm;
05The customer reads and gives separate consent to these general terms and the related policies;
06The customer pays or pays a deposit as instructed;
07Diamond Bay checks availability, records the payment and sends the booking confirmation;
The customer checks the confirmation, supplies any further documents requested and uses the service at the confirmed time and place;
1.5Checking service information
Because Diamond Bay mainly provides travel services booked in advance and used later, there is no “goods inspection” in the sense of checking physical goods on delivery.
Before submitting an order and paying, the customer may check, compare and correct:
The service name, itinerary, departure date and period of use;
The number of passengers, adults, children and their ages;
The cabin grade, bed type, vehicle and any additional services;
The booker's details and the passenger details;
The price, taxes, fees, surcharges, deposit and total;
What is and is not included;
The payment, change, cancellation and refund conditions.
After receiving the booking confirmation, the customer must re-check everything and report any error to Diamond Bay as soon as possible. Errors caused by Diamond Bay are corrected free of charge. Errors caused by the customer, or changes requested after confirmation, are charged under the change, cancellation and refund section and the specific conditions of the service.
Not responding does not remove the right to have a Diamond Bay error corrected, but whether a change is still possible depends on when it is reported and how far the service has progressed.
1.6Prices, taxes, fees and promotions
1.6.1Service prices
Prices are shown in Vietnamese Dong (VND) unless stated otherwise. At the order confirmation step, Diamond Bay must show clearly:
Whether tax is included;
Entrance fees, service charges, transport and mandatory surcharges;
Amounts that may arise from the customer's own choices;
The total payable at the time of booking;
Any balance and its payment deadline.
Surcharges may apply for public holidays, Tet, weekends, single rooms, extra beds, foreign nationals, private services, special requests or changes outside the confirmed scope. Every mandatory surcharge must be published before the customer confirms the transaction.
1.6.2B2B partner rates and benefits
Rates, commissions, incentive multipliers, “golden days”, promotions and inventory access for B2B partners depend on the partner group, account tier, booking time and the individual programme. The applicable terms are shown in the partner account or notified in writing.
If Diamond Bay changes the platform fee, account opening or maintenance fee, booking handling fee or any other partner fee, it will publish the change in the system at least 20 days before it takes effect, unless the change immediately benefits the partner or the law provides otherwise.
1.6.3Promotions
The conditions, period, eligible customers, scope, quantity and method of claiming a promotion are published with the programme. Some offers cannot be combined, transferred, exchanged for cash or applied retrospectively, where that restriction was published before booking.
1.7Payment
1.7.1Payment methods
Depending on the service and the time of booking, customers may pay by:
Bank transfer to a Diamond Bay corporate account;
Bank card, QR code or an integrated payment gateway or intermediary;
Any other method published by Diamond Bay at the payment step.
Diamond Bay does not ask customers to transfer money to a personal account, except where the law allows it and Diamond Bay has given clear official notice. Customers are responsible for checking the beneficiary name, account number, transfer reference and payment channel before paying.
A payment is recorded against a booking only once the bank, the payment gateway or the responsible Diamond Bay team confirms the transaction succeeded. If a customer's account has been debited but the system has not recorded it, the customer should send the transaction record so Diamond Bay can check.
1.7.2Amounts and deadlines
The deposit, the amount payable and the deadlines are shown on the service page, booking form, quotation or booking confirmation.
For the B2B Last-minutes system used for near-departure bookings:
The partner pays a deposit of VND 1,000,000 per guest or the full 100% of the booking value;
If only the deposit is paid, the balance must be settled no later than 03 days before departure;
If the balance is not paid on time the booking is cancelled and the deposit is not refunded, unless the cause lies with Diamond Bay, a force majeure event is confirmed by the parties, or the specific booking conditions are more favourable to the partner;
A booking is confirmed only after the system has successfully recorded the deposit or payment.
For bookings made within 03 days of departure, the customer or partner must pay 100% at the time of booking, unless Diamond Bay confirms otherwise in writing.
1.7.3Payment security
Payment details may be processed directly by the bank or the payment intermediary. Diamond Bay does not itself store full card numbers, CVV/CVC codes, banking passwords or OTP codes. Customers must not give these details to Diamond Bay staff by phone, email, message or social media.
1.8Changes, cancellation and refunds
1.8.1General principle
Because travel services differ and because cruises, hotels, carriers, attractions and suppliers each set their own rules, the change and cancellation conditions and charges for a service must be published on the service page, quotation, order confirmation step or booking confirmation before the customer pays.
Those specific conditions must state at least:
The deadline for requesting a change or cancellation;
When a change, cancellation or refund is available;
The charge, or how it is calculated;
Price differences, supplier fees and other reasonable costs, if any;
The refund method and timing.
Where a service publishes no specific conditions, Diamond Bay does not automatically apply an unfavourable cancellation charge that was never notified to the customer. The refund is determined by the unused portion of the service, the amount Diamond Bay recovers from the supplier and the reasonable, valid costs actually incurred; Diamond Bay must explain the calculation to the customer.
1.8.2Change requests
Requests to change a passenger name, service date, cabin grade, itinerary, number of guests or anything else must be sent by email, online form or another official Diamond Bay channel.
Diamond Bay will check what can be done and advise:
What can and cannot be changed;
Any price difference;
The supplier's change fee;
The deadline for the customer to confirm and pay any additional amount.
A request takes effect only once Diamond Bay issues the amended confirmation. Sending a request does not guarantee the change will be made.
1.8.3Cancellation by the customer
The cancellation time is the moment Diamond Bay receives the request through an official channel. The cancellation charge is the one the customer accepted before booking.
The customer should provide the booking code, the booker's details, the reason for cancelling and whatever else is needed for reconciliation. Diamond Bay confirms receipt and then notifies the outcome, the amount refundable, any deduction and the basis for it.
If the customer is not present at the confirmed time and place, abandons the service, declines to use it for reasons not attributable to Diamond Bay or the supplier, or fails to meet the passenger conditions, the booking may be treated as a no-show and handled under the published cancellation conditions.
1.8.4Changes or cancellation by Diamond Bay or a supplier
If Diamond Bay or a supplier cannot deliver the confirmed service through a fault on the supply side, Diamond Bay will, depending on the case and on the customer's reasonable choice:
Remedy the problem and deliver the service as confirmed;
Provide an alternative of equivalent or better standard at no extra charge;
Change the service date;
Refund the part of the service not provided;
Compensate for loss as agreed and as provided by law, where there are grounds.
Diamond Bay may not substitute a lower-standard service without notifying the customer and obtaining their agreement. If the customer accepts a cheaper service, the difference is refunded.
1.8.5Weather, official decisions and force majeure
Where a cruise, transfer, sightseeing or other service is changed, suspended or cancelled because of weather, safety, a requirement of the port authority, the Bay Management Board or another competent authority, or a force majeure event, Diamond Bay will give notice and propose one or more of:
Adjusting the itinerary while keeping the main value of the service;
Moving to another date;
Issuing a credit or voucher if the customer agrees;
Refunding the amount for the service that cannot be delivered, after deducting the parts already used and reasonable, valid, unrecoverable costs.
Diamond Bay is responsible for working with the supplier to limit the loss and for telling the customer how the refund was calculated. The force majeure clause does not exclude Diamond Bay's liability for its own fault or the mandatory rights of consumers.
1.8.6Refund method and timing
Refunds are made to the original payment method or transferred to a lawful account nominated by the payer. Diamond Bay may verify identity and entitlement to the money to prevent fraud.
Diamond Bay issues the refund instruction within 07–15 working days of the date both parties agree the amount and Diamond Bay has received all necessary information and records.
The time for the money to actually appear in the account depends on the bank, card scheme or payment gateway. If a delay arises beyond our control, Diamond Bay will report the progress and expected timing; a late refund from a supplier does not automatically relieve Diamond Bay of responsibility where Diamond Bay is the contracting party that received the customer's payment. Bank fees, currency conversion fees or gateway fees are deducted only where they are actually incurred, permitted by law and notified to the customer before the transaction or when the refund method is chosen.
1.9Service quality assurance
Travel services are not physical goods, so no product warranty period applies. Instead, Diamond Bay guarantees service quality against what was published and confirmed.
If the service does not match its description, an item is missing, quality falls short or something goes wrong, please tell us during the service, by hotline or support channel, so we have the chance to check and put it right.
Depending on the nature and severity, remedies may include:
Supplying or re-performing the missing part of the service;
Changing the cabin or vehicle, or arranging an equivalent service;
A price reduction or a refund for the part that fell short;
Compensation as agreed and as provided by law.
Not raising the issue immediately does not automatically remove the right to complain, but the customer needs to provide reasonable information and evidence so Diamond Bay can verify it.
1.10Diamond Bay's rights and obligations
1.10.1Rights
Diamond Bay may:
Require customers to provide information and documents and to pay on time;
Refuse or cancel a booking in the cases set out in these terms, in the specific service conditions or in law;
Collect the prices, fees, surcharges and deposits published or agreed;
Verify transactions, prevent fraud and suspend processing of transactions showing unusual signs;
Suspend or restrict an account in breach, after notice and, where appropriate, an opportunity to explain;
Change the website, services or policies for future transactions under the amendment section below.
1.10.2Obligations
Diamond Bay must:
Provide complete and accurate company, service, price and transaction information;
Send the booking confirmation and transaction records to the customer;
Provide, or arrange the provision of, the service as confirmed;
Uphold the customer's right to choose, to be informed and to complain;
Not apply any fee, condition or restriction that was not published and accepted;
Protect personal data, payment information and business confidentiality as required by law;
Receive and resolve requests, feedback and complaints;
Issue invoices and records as required by law and as per the details the customer supplies;
1.11Rights and obligations of customers, passengers and partners
1.11.1Rights
Customers, passengers and partners are entitled to:
Complete and accurate information about the service and the transaction;
Choose the service and payment method and decide whether to contract;
Check and correct their details before submitting an order;
Receive the booking confirmation, invoice and records as required;
Protection of their personal data and payment information;
Request support, changes, cancellation, refunds and the handling of complaints under these policies;
All other rights granted by consumer protection law and related legislation.
1.11.2Obligations
Customers, passengers and partners must:
Provide complete, accurate, lawful and current information;
Read, check and accept the applicable conditions before booking;
Pay in full and on time;
Keep their account, password, authentication codes and booking details secure;
Prepare their documents and meet health, immigration, accommodation and safety requirements;
Arrive at the right time and place and follow reasonable rules and instructions;
Not use the website, an account or a service for fraud or any unlawful purpose;
Cooperate by providing information and evidence when requesting a refund or making a complaint;
1.12Feedback, requests and complaints
Customers may contact us by hotline, email, the contact form on the website or in writing at our head office. Full contact details are published in the company information block at the top of this page.
The procedure is:
01The customer sends the booking code, contact details, an account of what happened, the outcome sought and any supporting evidence;
02Diamond Bay acknowledges receipt within 03 working days;
03Diamond Bay checks the information, works with the supplier and may ask the customer for further documents;
04Diamond Bay expects to give its answer within 15 working days of receiving complete information; a complex case may take longer, but Diamond Bay must explain why and report progress;
05Both sides first seek to settle the matter by good-faith negotiation and conciliation;
06If no agreement is reached, the customer may refer the matter to a state authority, a consumer protection organisation, arbitration or a competent court.
For an incident happening during a journey, please call the hotline immediately so we can help in time.
1.13Personal data protection
The collection, use, storage, sharing and protection of personal data follow the privacy and personal data protection policy published on the Diamond Bay website.
A customer booking for another person confirms that they are entitled, or have a lawful basis, to provide that passenger's data and that they have informed the passenger about the processing needed to fulfil the booking.
1.14Amendments to these general terms
Diamond Bay may amend these terms to reflect its business, platform features or legal requirements.
An amended version must be published clearly on the website with its update date and effective date. New terms apply to transactions formed after the effective date, unless the change is required by law or is more favourable and accepted by the customer.
Diamond Bay does not apply unfavourable changes retrospectively to confirmed bookings. Where a change to published operating or transaction conditions must be notified to or registered with a state authority, Diamond Bay completes that procedure as required.
1.15Governing law and severability
These terms are governed by Vietnamese law.
If a competent authority finds any provision void or unenforceable, that provision is adjusted to the minimum extent necessary or removed, without affecting the remaining provisions. In no case are these terms to be read as excluding or limiting the mandatory rights of consumers or any liability that the law does not permit to be excluded.
1.16Confirmation of consent
Before sending an offer to contract or booking online, the customer must:
Be able to open, read and save these general terms;
Be given an order summary and the chance to correct it;
Actively tick a separate consent box, never pre-ticked, reading:
I confirm that I have read, understood and agree to Diamond Bay's general transaction terms, payment policy, change, cancellation and refund policy, and privacy policy.
Merely visiting the website is not consent to a transaction carrying a payment obligation. The system must retain evidence of the version of the terms accepted, when it was accepted and the related transaction details, for the period required by law.
Third-party websites or platforms linked from the Diamond Bay website are governed by their own policies, unless clearly published otherwise.
2.2Personal data we may collect
Depending on how you interact with us and which service you request, Diamond Bay may collect the following categories of data.
2.2.1Identity and contact data
Full name;
Date of birth, gender, nationality;
Phone number, email address, contact address;
Details of a contact person where necessary or in an emergency.
2.2.2Data used to book and deliver travel services
Travel date, itinerary, cruise, hotel, vehicle or service selected;
Number of guests, group composition, cabin type, bed requests and service options;
Dietary requirements, accessibility needs, special assistance or health information you choose to give us and that is needed to serve you safely;
Feedback, reviews, complaints and the history of correspondence about a service.
2.2.3Passenger document data
Where it is necessary to declare passengers, issue tickets, complete accommodation, insurance or immigration formalities, or comply with the requirements of a competent authority, Diamond Bay may collect:
Citizen ID number, passport number or another lawful identity document;
Date of issue, place of issue and expiry date;
Images of an identity document, visa or related paper where the law or the service provider requires it.
Diamond Bay requests this category of data only where necessary and limits its use to the purpose notified.
2.2.4Account and B2B partner data
Company or household business name, tax code, licence or business registration details;
Name, position and contact details of the representative, staff member or authorised person;
Username, encrypted password, access history and account activity;
Agent group, account tier, pricing policy, sales volume, booking history, outstanding balances and quality of cooperation;
Records and documents the partner provides when registering, being verified and maintaining the account.
2.2.5Transaction and payment data
Service value, deposit or payment amount, method and status;
Transaction reference, transfer content, invoicing and reconciliation details;
Refund, reimbursement or balance information relating to a booking.
If you pay through a bank, payment gateway or payment intermediary, your card data and payment authentication details may be processed directly by that party under its own policy. Diamond Bay does not itself store full card numbers, CVV/CVC codes or banking passwords, except where the law permits and separate notice has been given.
2.2.6Technical and platform usage data
IP address, device type, operating system, browser and language;
Time of access, pages viewed, referring URL and actions on the platform;
Device identifiers, system logs, error data and anti-fraud data;
Cookies and similar technologies, as described in the cookies section of this policy.
2.2.7Correspondence and user-supplied content
The content of calls, emails, messages, forms, support chat or exchanges via Zalo, WhatsApp and social media;
Images, video, reviews or other content you send us voluntarily;
Your choices and consent history for marketing and data processing.
2.3Sources and methods of collection
Diamond Bay may collect data:
Directly from you when you create an account, complete a form, register as a partner, request advice, book, pay, complain or otherwise contact us;
From the person booking on your behalf, a group leader, tour operator, agent or organisation booking for passengers;
From the suppliers involved in delivering a booking, such as cruises, hotels, transport operators, restaurants, guides, insurers or payment gateways;
Automatically through cookies, server logs, analytics tools and similar technologies when you visit the platform;
From public sources or competent authorities, within the limits allowed by law.
Anyone providing another person's data, including that of group members, confirms that they have informed that person of this policy and hold the right, consent or lawful basis to provide the data to Diamond Bay. For children or people who require a legal representative, the provider must be a parent, guardian or lawfully authorised person.
2.4Purposes and scope of use
Diamond Bay processes personal data only as far as necessary for one or more of the following purposes:
01Receiving and answering requests for advice, quotations or availability;
02Creating, confirming, amending, delivering and managing bookings;
03Providing cruise, tour, accommodation, transport, restaurant, experience and related travel services;
04Contacting customers before, during and after a journey and handling changes, incidents, emergencies, feedback or complaints;
05Passenger and accommodation declarations, ticketing, insurance, immigration and other mandatory formalities;
07Registering, verifying, classifying, tiering, managing and supporting B2B partner accounts;
08Keeping the platform safe, secure, complete and operational;
09Analysing usage, measuring performance and improving the website, products, services and user experience;
10Sending customer-care information, newsletters, offers or marketing content where you have consented or the law allows;
11Keeping records and carrying out audit, accounting, tax, reporting, dispute resolution and protection of the lawful rights and interests of Diamond Bay, customers, partners or related parties;
12Complying with the law and lawful requests from competent state authorities;
13Any other specific purpose notified to you and consented to at the time of collection.
Diamond Bay does not use personal data for a purpose incompatible with the one notified, unless further consent is given or the law provides otherwise.
2.5Consent and legal basis
Diamond Bay seeks the data subject's consent before collecting or processing personal data, except where the law permits processing without consent.
Consent must be:
Given freely, clearly, specifically and verifiably;
Informed as to the data processed, the purpose, the controller and the rights of the data subject;
Separated by purpose where necessary;
Never inferred from silence, a pre-ticked box or a failure to reply;
Withdrawable by the means set out in the section on viewing, correcting, deleting or restricting data.
Refusing or withdrawing consent to marketing does not affect your ability to book and use our services. However, if you do not provide the data required to verify identity, declare passengers, pay or fulfil a booking, Diamond Bay may be unable to provide all or part of the service.
2.6Who may access the data
As far as necessary and consistent with the purpose of processing, data may be accessed by or shared with:
01Authorised Diamond Bay staff, departments and units;
02Cruises, hotels, transport operators, restaurants, attractions, guides, insurers and suppliers directly involved in the booking;
03Banks, payment gateways, payment intermediaries and reconciliation providers;
04Providers of hosting, cloud computing, email, SMS, call centre, CRM, analytics, cyber-security, technical support and website operation services;
05Auditors, accountants, legal advisers or other professional advisers bound by confidentiality;
06The agency or tour operator that made the booking, as far as necessary to manage and care for the customer;
07Competent state authorities on lawful request;
08A transferee in the event of reorganisation, merger or transfer of the business, provided the rights of data subjects continue to be protected by law;
09Any other party where the data subject has given separate consent or the law allows.
Diamond Bay requires these parties to process data under contract, for the stated purpose, within the necessary scope and with appropriate safeguards. Diamond Bay does not sell personal data.
2.7Cross-border transfers
Some infrastructure, cloud storage, email, analytics, customer support or technology providers may host servers or process data outside Vietnam. Where personal data is transferred or processed across borders, Diamond Bay carries out the measures and procedures required by Vietnamese law, selects providers with appropriate security commitments and transfers only what the notified purpose requires.
2.8Retention periods
Diamond Bay keeps data for as long as needed to fulfil the purpose of processing and to meet its legal obligations. Retention is determined as follows:
Advice or quotation requests that did not lead to a booking: at most 12 months from the last interaction, unless you agree to continued care;
Marketing data: until you withdraw consent or unsubscribe, or after at most 24 months without interaction, whichever comes first, unless the law allows another period;
User and partner accounts: while the account is active and for a reasonable period afterwards to settle balances, complaints, disputes and related obligations;
Bookings, contracts, invoices, payments, accounting and tax records: for the duration of the transaction and the retention period required by the relevant legislation;
Passenger documents: only for as long as needed to deliver the service, complete mandatory formalities and satisfy retention required by law or by a lawful request of a competent authority;
Technical logs, cookies and security data: for the period published in the cookie management panel or as long as needed to keep the system secure, normally no more than 24 months, unless an incident, fraud or dispute requires further processing;
Complaints and disputes: until the matter is fully resolved and the limitation period for the related rights and obligations has expired.
When the retention period ends or the purpose is fulfilled, data is securely deleted, destroyed or de-identified, unless the law requires or permits continued storage.
2.9Security measures
Diamond Bay applies organisational, technical and physical measures proportionate to the type of data, the scale of processing and the level of risk, including:
Role-based access control and least-privilege permissions;
Account authentication, password management and access logging;
Encryption of data or transmission where appropriate;
Backup, recovery, monitoring and protection against malware and unauthorised access;
Testing, patching and updating of systems;
Internal rules, confidentiality undertakings and staff training;
Selection, assessment and contractual security obligations for suppliers;
Procedures to detect, respond to, remedy and notify personal data incidents.
No method of electronic transmission or storage is absolutely secure. Diamond Bay maintains reasonable measures to reduce risk but cannot guarantee the elimination of every incident outside its reasonable control.
Users are responsible for keeping their login details confidential, not sharing passwords or authentication codes, and telling Diamond Bay immediately if they see signs of unauthorised access.
2.10Rights and obligations of data subjects
Within the limits set by law, data subjects have the right to:
Be informed about the processing of their personal data;
Give, refuse or withdraw consent;
View, request a copy of, correct or update their data;
Request deletion, destruction or restriction of processing;
Object to processing;
Complain, denounce, sue and claim compensation;
Require the organisations and individuals concerned to apply the data protection measures required by law.
Data subjects must:
Provide complete, accurate and current information;
Protect their own data, account details and access devices;
Respect and protect other people's personal data;
Provide another person's data only where they hold the right or a lawful basis;
Comply with the law and with their lawful agreements with Diamond Bay.
A request may be refused or limited where meeting it would affect the lawful rights and interests of others, obstruct performance of contractual obligations, breach a mandatory retention duty, fall within processing that does not require consent, or where the law provides otherwise. Diamond Bay will explain the reason as far as the law allows.
2.11How to view, correct, delete or restrict your data
2.11.1Self-service on the platform
Where the platform offers the function, you can sign in to view and edit some personal details, contact information and notification settings.
2.11.2Sending us a request
Data subjects may send a request to the personal data email address, through the contact form on the website, in writing to our head office, or by hotline to be guided through a verifiable request. The contact details are published in the company information block at the top of this page.
A request should include:
01Your full name and the phone number or email you used;
02The right you wish to exercise;
03The data, booking or account concerned;
04Whatever Diamond Bay needs to verify your identity;
05How you would like to receive our answer.
Diamond Bay may ask for reasonable verification so that data is not disclosed to or changed by someone without authority. Please do not send passwords, OTP codes, CVV/CVC codes or banking credentials by email or through a support form.
Diamond Bay acknowledges the request and explains the procedure within the period required by law. For a valid request to withdraw consent or to restrict or object to processing, Diamond Bay replies within 02 working days and acts within the statutory period — normally no more than 15 days, or up to 20 days where a processor or third party must be involved, unless the law provides otherwise.
Withdrawing consent does not affect the lawfulness of processing carried out before Diamond Bay received the valid request.
2.12Cookies and similar technologies
Diamond Bay may use:
Essential cookies: to make the website work, keep a session open, provide security and remember mandatory choices;
Functional cookies: to remember language, region and user preferences;
Analytics cookies: to measure traffic, performance and how users interact with the website;
Advertising and marketing cookies: to measure campaigns and show relevant content, where the user has consented.
The website must provide a tool for users to accept, refuse or adjust non-essential cookies. Essential cookies may be used to keep the website running without separate consent, as far as the law allows. You can also delete or block cookies in your browser, though some functions may then not work fully.
The specific list of cookie names, providers, purposes and lifetimes is maintained on the cookie settings page once the website implementation is complete.
2.13Marketing and unsubscribing
Diamond Bay sends marketing emails, messages or content only with the recipient's consent or on another basis permitted by law. Consent to marketing is kept separate from the consent needed to make a booking.
You can stop receiving marketing by:
Clicking “Unsubscribe” in an email;
Changing the settings in your account;
Emailing the Diamond Bay support address;
Calling the hotline.
After you unsubscribe from marketing, Diamond Bay may still send necessary notices about your account, booking, payment, itinerary changes, safety or legal obligations.
2.14Children's personal data
Diamond Bay may need to process children's data to make a booking, apply pricing policies, declare passengers and keep the journey safe. Processing is carried out only as far as necessary, in the best interests of the child, and with the consent of a parent, guardian or lawful representative where the law requires it.
Anyone booking for a child confirms that they are lawfully entitled to provide the data. If children's data appears to have been provided without authority, Diamond Bay may suspend processing and require verification or deletion as provided by law.
2.15Handling personal data incidents
On detecting an incident that could affect personal data, Diamond Bay takes the steps needed to contain it, assess it, limit the harm, remedy it and prevent recurrence. Diamond Bay notifies the specialist authority and the data subjects in the cases, with the content and within the deadlines required by law.
2.16Third-party links and services
The website may link to third-party websites, social networks, maps, payment gateways or services. Diamond Bay does not control and is not responsible for their privacy practices. Please read their policies before providing data.
Where Diamond Bay engages a third party to process data in order to deliver a service, appropriate security and processing obligations are imposed by contract and by law.
2.17Privacy complaints
Complaints, requests or reports about personal data may be sent to the personal data email address, through the contact form, by hotline or to our head office.
The procedure is:
01Receipt, with a request reference issued or confirmed;
02Verification of identity and of the scope of the request;
03Classification, investigation and coordination with the department or processor concerned;
04Notification of the outcome or of progress;
05Implementation of remedial measures, if any.
Diamond Bay gives an initial reply within 02 working days of receiving the necessary information and aims to resolve the matter within the statutory period. A complex case, or one requiring a third party, may take longer; Diamond Bay will report progress and explain why.
If you disagree with the outcome, you may continue to complain, denounce, sue or ask a competent authority to protect your rights under the law.
2.18Changes to this policy
Diamond Bay may update this policy to reflect changes in law, technology or its business. A new version is published in a prominent place on the website, stating the update date and the effective date.
If a change materially affects the purpose or scope of processing or the rights of data subjects, Diamond Bay will give appropriate notice and seek consent again where the law requires. An updated policy is not applied retrospectively in a way that reduces the lawful rights of data subjects.
2.19User confirmation
Before submitting a form, creating an account or booking a service, you are given a link to this policy and an appropriate way to express consent. By actively ticking the consent box and submitting your information, you confirm that you have read, understood and agree to the processing described, other than processing that does not require consent under the law.
Cancellation, termination, refunds or compensation;
Personal data, payment information and account security;
The conduct of Diamond Bay staff, suppliers or related parties;
Any other lawful right or interest of customers, passengers and partners.
3.2Channels
You may send a request through any of:
01The Diamond Bay hotline;
02The support email or the official contact email;
03The contact form on the website;
04The support function inside a B2B account;
05In person or by post to our head office.
Full contact details are published in the company information block at the top of this page.
For an incident happening during a journey, or anything that could immediately affect safety, your rights or your ability to use the service, please call the hotline so we can help in time.
Diamond Bay never asks customers for passwords, OTP codes, CVV/CVC codes or full card details by phone, email, form or message.
3.3What to include
To speed up verification, please provide:
Your name and contact details;
The booking code, transaction reference or B2B account details;
The service name, departure or service date and number of passengers;
What happened, and when and where;
The outcome or solution you are seeking;
Photographs, video, invoices, receipts, confirmation letters or other evidence;
The account for a refund, once Diamond Bay asks for it through an official channel.
A lack of evidence does not automatically remove your right to give feedback or complain. Diamond Bay may ask for the reasonable additional information needed to verify and resolve the matter.
3.4The procedure
3.4.1Step 1. Receipt and tracking reference
Diamond Bay records the request and sends an acknowledgement or tracking reference by email, message or through your account within 03 working days.
For an emergency during a journey, Diamond Bay takes the matter immediately by hotline and coordinates a response to the actual situation.
3.4.2Step 2. Classification and verification
Diamond Bay checks the booking, the payment and the service content, and consults the responsible department and the supplier concerned. We may contact you to clarify or add information.
Where the matter is the supplier's direct responsibility, Diamond Bay still follows it up and helps resolve it, in its capacity as the party that took the booking, received the payment or arranged the service for the customer.
3.4.3Step 3. Proposed resolution
Depending on the nature of the case, the remedy may include:
An explanation, or the provision or correction of information;
Immediate remedy or supply of the missing part of the service;
Amending the booking, changing the date, cabin or vehicle, or arranging an alternative;
A price reduction or a partial or full refund;
Compensation as agreed and as provided by law, where there are grounds;
Blocking a transaction, protecting an account or handling a data incident;
Any other lawful and appropriate measure.
3.4.4Step 4. Answer
Diamond Bay expects to give its answer within 15 working days of receiving all the necessary information.
If the case is complex, involves several parties or depends on a competent authority, Diamond Bay will explain why, report progress and give the next expected date. Taking longer does not remove any of the customer's mandatory rights under the law.
3.4.5Step 5. Closing or continuing
A case is closed when:
The customer confirms it has been resolved;
The agreed solution has been carried out in full;
The customer does not provide the necessary information after a reasonable reminder and Diamond Bay has no further basis to verify it; or
The case has been referred to a competent authority or organisation.
Diamond Bay keeps the case file as required by law and by its privacy policy.
3.5Principles
We receive every case in good faith, objectively and within our scope of responsibility;
No fee is charged for lodging a complaint;
The information and personal data of all parties is protected;
We never ask a customer to waive the right to complain or to go to a competent authority;
We never apply an unfavourable condition that was not published and accepted before the transaction;
Safety and limiting harm come first while an incident is still happening;
Where the outcome involves money, we explain the basis for any charge, deduction or refund.
3.6Payment and refund complaints
If your account has been debited but the booking is not recorded, please send us the transaction record. Diamond Bay checks with the bank or payment intermediary and reports the result of the reconciliation.
Where a refund is due, Diamond Bay states:
The reason and the amount refundable;
Any deduction and the basis for calculating it;
The refund method;
When Diamond Bay issues the refund instruction;
When the money is expected to be credited.
Refund timing and methods follow the policy on service delivery, termination and refunds published on the website.
3.7Dispute resolution
Diamond Bay and the customer first seek to settle any dispute by good-faith negotiation and conciliation.
If no agreement is reached, the customer may refer the matter to a state authority, a consumer protection organisation, arbitration or a competent court under Vietnamese law.
This clause does not restrict any dispute resolution or complaint mechanism the law grants to consumers.
3.8Special rules for B2B partners
B2B partners may raise a request through the system account, the responsible email address or the channel named in their contract. Deadlines, contact points and the handling of balances, bookings or breaches follow the signed agency or framework agreement first. Anything not covered there follows this policy.
3.9Publication and updates
This policy is published in an easily accessible place on the Diamond Bay website and platforms. An amended version states its update date and applies to requests arising after the effective date, unless the law provides otherwise or the new content is more favourable to the customer.
The deposit, the balance and its deadline, if any.
4.2What is and is not included
Every service must publish, or link to, information on:
The cabin grade, ticket type, itinerary or service standard;
The number of meals, entrance tickets, transfers, guides and amenities included;
What is not included;
Surcharges that may arise;
Child pricing, single rooms, extra beds and special requests;
The change, cancellation and refund conditions.
Where a price is shown as “from”, Diamond Bay must make clear that it is the lowest price under specific conditions and that the final price depends on the date, service grade, number of guests, availability and the customer's choices.
4.3Taxes, fees and surcharges
Diamond Bay states clearly whether a price includes value-added tax and other mandatory charges.
A surcharge may apply for:
Public holidays, Tet, weekends or peak season;
Single rooms, extra beds, upgrades or private services;
Children, by age or height, under each service's own policy;
Entrance tickets, port fees, service charges or amounts collected by the authorities;
Pick-up or drop-off outside the standard route or hours;
Menus, drinks, decoration, events and special requests;
Changes to a booking at the customer's request;
Any other lawful amount notified before the transaction is confirmed.
Diamond Bay does not add a mandatory charge at or after the payment step if it was not published before the customer confirmed, except where it arises from a new request by the customer or a mandatory change imposed by a competent authority; in that case the customer must be notified and may choose how to proceed under the applicable policy.
4.4Price changes and availability
Travel prices may change with time, inventory, season, service grade, supplier policy, exchange rates, taxes and fees, and promotional campaigns.
A price shown on the website does not by itself guarantee availability. A price is held only once Diamond Bay has issued the booking confirmation and the required deposit or payment has been recorded on time, unless a quotation or written agreement provides otherwise.
A price change after a booking is confirmed does not apply retrospectively, except where:
The customer requests a change to the service;
Information supplied by the customer was wrong and changes how the price is calculated;
A competent authority imposes a new mandatory charge that applies directly to the transaction;
The parties agree otherwise, consistently with the law.
In those cases Diamond Bay must explain the basis and the difference before making the change.
4.5Promotions and offer codes
Every promotion must publish:
The period, eligible customers and scope;
The qualifying services or travel dates;
The value of the offer and how to claim it;
Any quantity or cap;
Whether it can be combined, transferred, exchanged or converted;
How cancellation, change and the promotional element are handled.
An offer cannot be converted to cash or combined where the programme conditions say so. If a transaction is refunded, the promotional value is handled under the programme conditions and the refund policy the customer accepted.
4.6Child pricing
Child pricing depends on the vessel, tour, hotel, room type, travel date and supplier. The service page must state clearly:
How age is determined on the departure or service date;
The free allowance or the percentage of the adult price;
The sleeping, meal and service standard;
The maximum number of children per room;
The documents proving age;
The surcharge if the standard allowance is exceeded.
Where an individual product has not published its own policy, Diamond Bay does not apply a single system-wide child rate by default.
4.7B2B partner rates
Partner rates and benefits may depend on:
The agent group, account tier and region;
Sales volume, quality of cooperation and growth potential;
The time of booking, the departure date and inventory;
Commission multipliers, “golden days” and priority programmes;
The agency or framework agreement.
B2B rates are intended for eligible accounts and are shown after login or notified through official channels. Partners must not publish or use rates contrary to their contract, price control policy or the law.
If Diamond Bay charges a platform fee, account maintenance fee or booking handling fee, the schedule and the date it takes effect must be published to partners before any payment obligation arises.
4.8Pricing errors
If a data-entry, display or technical error makes a price clearly wrong, Diamond Bay will tell the customer as soon as possible and offer to:
Continue at the correct price, once the customer agrees; or
Cancel the transaction and refund everything collected, if the customer does not agree.
Diamond Bay may not collect more money or change a booking without notice. Where the error is Diamond Bay's and the customer reasonably relied on the confirmed price, liability is determined by agreement and by consumer protection law.
4.9Invoices and records
Diamond Bay issues invoices and records as required by law and from the valid details the customer provides. Please send your invoicing details within the period stated at the booking step or on the booking confirmation.
4.10Questions about price
You may ask for an explanation of, or complain about, a price through the hotline, the support email or the contact form on the website. Requests are handled under the Diamond Bay procedure for receiving and resolving feedback, requests and complaints.
The service, the date of use and the number of guests;
The price, taxes, fees, surcharges and total;
The deposit or the amount payable now;
The balance and its deadline;
The change, cancellation and refund conditions.
The customer submits an offer to contract only after actively agreeing to the general transaction terms and the related policies.
Sending a booking request does not mean the booking is confirmed. A booking is confirmed once Diamond Bay has checked availability, recorded the required payment or deposit and sent the booking confirmation, unless agreed otherwise in writing.
5.3Deposits and full payment
The deposit, the amount payable and the payment deadline for each service are shown on the service page, quotation, booking form or booking confirmation.
Customers are responsible for paying the right amount on time. If a payment is short, carries the wrong reference, goes to the wrong account or arrives late, Diamond Bay will make contact to reconcile it; whether the hold survives depends on the specific conditions of the booking.
5.3.1B2B Last-minutes system
For near-departure bookings in the B2B system:
The partner pays a deposit of VND 1,000,000 per guest or the full 100% of the booking value;
If only the deposit is paid, the balance must be settled no later than 03 days before departure;
A booking made within 03 days of departure must be paid 100% at the time of booking, unless Diamond Bay confirms otherwise in writing;
If the balance is not paid on time the booking may be cancelled and the deposit forfeited under the conditions the partner accepted, unless the fault lies with Diamond Bay, a force majeure event is established, or the booking carries more favourable conditions;
A booking is confirmed only once the system has successfully recorded the deposit or payment.
A signed agency or framework agreement prevails on the matters it covers.
5.4Recording a transaction
A payment is treated as recorded when:
The bank or payment intermediary reports the transaction as successful; or
The responsible Diamond Bay team confirms the money has been received in full.
Please use the correct booking code or transfer reference. If your account has been debited but the system has not updated, send the transaction record through an official channel so Diamond Bay can check.
Diamond Bay sends the payment confirmation and/or booking confirmation by email, message, voucher or another notice you can keep.
5.5Failed, duplicate or incorrect payments
5.5.1Failed payments
If a payment is declined, times out, fails on connection or produces no success confirmation, do not simply repeat it before checking your balance and transaction history.
5.5.2Duplicate payments
Once a duplicate payment is verified, Diamond Bay refunds the excess or, if the customer agrees, offsets it against another payment obligation.
5.5.3Under- or overpayment
Diamond Bay notifies the difference. A shortfall must be paid within the period notified; an excess is refunded or offset as agreed.
5.5.4Wrong reference or wrong account
Customers are responsible for checking the details before transferring. Diamond Bay will help with reconciliation but is not responsible for money sent to an account that is not ours because the customer used unofficial details, unless the incorrect information came from Diamond Bay.
5.6Security and fraud prevention
Payment details may be processed directly by the bank or the payment intermediary. Diamond Bay does not itself store full card numbers, CVV/CVC codes, banking passwords or OTP codes.
Never give your password, OTP or card security code to anyone, including someone claiming to be Diamond Bay staff.
Diamond Bay may pause a confirmation and request reasonable verification where a transaction shows signs of:
Forgery or unauthorised use of a payment instrument;
A payer whose details do not match the booking;
Unusual or duplicated transactions, or a suspicious refund request;
Breach of the law or of anti-fraud rules.
Verification must stay within what is necessary and must not arbitrarily obstruct the customer's lawful right to pay.
5.7Invoices and records
Diamond Bay issues invoices and records as required by law. Customers are responsible for providing the complete and correct company name, tax code, address and invoice email within the period notified.
Adjusting or replacing an invoice follows the law on electronic invoices.
5.8Refunds
The conditions, amount and basis of a refund follow the cancellation or termination conditions of the individual service and the Diamond Bay policy on service delivery, termination and refunds.
Refunds are made to the original payment method or transferred to a lawful account held by the person entitled to the money. Diamond Bay may verify identity, entitlement and account details.
Diamond Bay issues the refund instruction within 07–15 working days of both parties agreeing the amount and Diamond Bay receiving all necessary information. The time for the money to be credited may depend on the bank, card scheme or payment gateway.
Every deduction must be grounded, clearly notified and consistent with the conditions the customer accepted and with the law.
5.9Payment complaints
Send the booking code, records, time, amount and what you need help with to the hotline, the support email or the contact form on the website. Requests are handled under the Diamond Bay procedure for receiving and resolving feedback, requests and complaints.
The exact scope, the party performing the service and Diamond Bay's role in each transaction are set out on the service page, quotation, contract, booking confirmation or voucher.
6.2Geographic and time limits
Services are provided only on the routes, in the areas and at the places and times published. Some operate only in Ha Long, Ha Long Bay, Lan Ha Bay, Quang Ninh or another specified destination.
Departure times, check-in and check-out times, journey duration and service hours follow the booking confirmation, the supplier's rules and the requirements of the competent authorities.
Customers must be present at the right time and place. Arriving late may shorten the service or make it impossible to use, and is handled under the published cancellation and no-show conditions.
6.3Availability and confirmation
A service depends on:
Cabin inventory, seats, sailing schedules and service capacity;
The departure date, the season and when the booking is made;
Maintenance schedules, operating conditions and safety rules;
Confirmation by Diamond Bay or the supplier.
A service shown on the website is not always available. A booking request is confirmed only after Diamond Bay has checked availability, recorded the required deposit or payment and sent the booking confirmation, unless agreed otherwise in writing.
6.4Who may transact
The person making a booking must be at least 18 years old with the appropriate legal capacity, or the lawful representative of an organisation.
Anyone booking for another passenger must:
Be entitled to provide the information and make the booking;
Ensure the passenger details are accurate;
Inform the passenger of the booking details, the service conditions and the data processing involved;
Be responsible for payment as agreed.
B2B partners must hold an approved account, provide valid records and comply with their contract and with the policies on agent tiers, pricing, payment and use of the system.
6.5Age, health and special assistance
Children, elderly travellers, pregnant women, people with disabilities, underlying conditions, allergies, restricted mobility or a need for special assistance must be declared before the booking is confirmed.
Depending on the itinerary and safety requirements, Diamond Bay or the operating supplier may:
Require a companion;
Require a medical certificate or other necessary information;
Adjust or limit an activity;
Decline part of the service where there are reasonable grounds to believe it would not be safe.
Any limitation or refusal must be notified, reasonably explained and lawful; unlawful discrimination is not permitted.
Age policies, child pricing, maximum occupancy, extra beds and companion requirements are published per service.
6.6Passenger documents and information
Customers and passengers must provide the requested information and documents on time, which may include:
A citizen ID card, passport or other identity document;
A birth certificate or other proof of a child's age;
Visas, entry permits and accommodation papers;
Information for passenger declarations, insurance or port rules;
A health certificate where needed;
Any other lawful document required by a competent authority.
Diamond Bay may refuse to confirm or to provide the related part of a service where the information or documents:
Are incomplete, invalid or provided too late;
Show signs of forgery or inaccuracy;
Do not meet immigration, accommodation, transport, sightseeing or safety requirements.
Costs arising from information errors by the customer are handled under the specific conditions of the booking and the applicable law.
6.7Rules of conduct
Passengers must comply with the law, with safety instructions and with the reasonable rules of the vessel, accommodation, vehicle, attraction or supplier.
Diamond Bay or the operating supplier may refuse or terminate service where a passenger:
Endangers themselves or others;
Causes disorder, violence or harassment, or damages property;
Carries prohibited items or dangerous substances, or acts unlawfully;
Does not follow the safety instructions of the captain, guide, operating staff or the authorities;
Uses the service or an account for fraudulent purposes.
The response must be proportionate to the conduct and must put safety first. Responsibility for costs and refunds is determined by actual fault, the part of the service already used and the published conditions.
6.8Weather, maritime conditions and official decisions
Cruise itineraries and outdoor activities depend on weather, tides, visibility, maritime conditions and the decisions of the port authority, the Bay Management Board or another competent authority.
The itinerary, sights, activities or departure time may change for safety. Where a change materially affects the core of the service, Diamond Bay will give notice and handle it under the policy on service delivery, termination and refunds.
6.9Technical and payment interruptions
The website, the B2B system or a payment gateway may be interrupted by maintenance, technical faults, connectivity loss, a bank incident or a cyber-security event.
During an interruption:
An unconfirmed booking request is not a secured booking;
Do not repeat a payment before checking the transaction;
Diamond Bay will reconcile and help through the hotline or email;
The rights attached to an already confirmed booking are not cancelled automatically because of a display error.
6.10Force majeure
A service may be changed, suspended or cancelled because of natural disaster, storms, epidemic, fire, war, strikes, an order of a state authority, port closure, infrastructure failure or any other objective event beyond reasonable control.
The parties must give notice, cooperate to limit the loss and choose a reasonable solution. The force majeure clause does not exclude liability for Diamond Bay's own fault or the mandatory rights of consumers.
6.11Third-party services
Some services are performed directly by cruises, hotels, transport operators, restaurants, attractions or other suppliers.
Diamond Bay publishes or provides the necessary information about the supplier and the applicable conditions. Where Diamond Bay is the contracting party or the one receiving the customer's payment, it does not redirect the customer to the supplier in order to disclaim its own responsibility under the law and the agreement.
6.12Services we do not provide
Diamond Bay does not provide services that:
Are unlawful or prohibited by a competent authority;
Do not meet business or safety requirements;
Rest on forged information or documents;
Show signs of fraud, money laundering, exploitation, abuse or any unlawful purpose;
Can no longer be delivered and have not been confirmed.
6.13Publishing the specific conditions
Besides this policy, every service must clearly state:
Its scope, timing and who may use it;
What is and is not included;
Age, health and document requirements;
Price, taxes, fees and surcharges;
Payment, change, cancellation and refund terms;
Weather, no-show and force majeure conditions.
Where the specific conditions differ from this policy, the specific conditions that were clearly published and accepted by the customer before the transaction prevail, without limiting the mandatory rights granted by law.
The customer selects the service, date, number of guests, cabin grade or options. Before submitting the order, the customer can review:
The description and service standard;
What is and is not included;
The price, taxes, fees, surcharges and total;
Passenger conditions, documents and arrival time;
Payment, change, cancellation and refund conditions.
7.2.2Step 2. Submit and consent
The customer supplies the booking details, corrects any error and actively gives separate consent to the general transaction terms and the related policies before sending the offer to contract.
7.2.3Step 3. Pay or place a deposit
The customer pays or places a deposit in the amount, by the method and within the deadline shown. The transaction is recorded only once the bank, the payment gateway or Diamond Bay confirms it succeeded.
7.2.4Step 4. Booking confirmation
Diamond Bay checks availability and sends the confirmation by email, message, system account, voucher or another electronic means you can keep.
The confirmation must show at least:
The booking code;
The service name and the performing supplier, if any;
The date, time, place and main itinerary;
Passenger details and the cabin grade or service type;
The price, the amount paid, the balance and its deadline;
The change, cancellation and refund conditions;
The support channels.
If the service becomes unavailable after payment but before confirmation, Diamond Bay offers an alternative, a change of date or a full refund of the amount received. The customer is free to refuse the alternative.
7.2.5Step 5. Prepare and travel
The customer checks the confirmation, supplies documents on time and arrives at the right time and place. Diamond Bay and/or the supplier deliver the service as confirmed.
7.3How confirmations, vouchers and invoices are sent
Transaction documents may be sent by:
Email;
The customer or partner account;
SMS, Zalo or WhatsApp, to the details the customer provided;
Hard copy or another lawful means where needed.
Please check your spam folder and tell us if nothing has arrived. Diamond Bay will resend after verification.
7.4Checking and correcting a booking
Please check straight away:
Names, documents and the number of passengers;
The travel date, times and pick-up or drop-off points;
The cabin grade, bed type and any additional services;
The amount, the payment deadline and the cancellation conditions.
Errors caused by Diamond Bay are corrected free of charge. Changes requested by the customer depend on availability and may attract a price difference or a supplier fee; every cost must be notified before the customer confirms the change.
7.5Requesting a change
Requests to change a name, date, itinerary, cabin grade, number of guests or anything else must be sent through an official channel.
Diamond Bay will advise:
Whether the change is possible;
Any price difference and fee;
The deadline to confirm and pay the difference;
The new conditions that will apply.
A change takes effect only once Diamond Bay sends the amended confirmation. Sending a request does not guarantee the change will be made.
7.6Cancellation by the customer
7.6.1How to cancel
Send the booking code, the booker's details, the service to be cancelled, the reason and what you are asking for, by email, form or another official channel.
The cancellation time is the moment Diamond Bay receives a request containing enough information to identify the booking.
7.6.2Conditions and cancellation charges
Because every tour, vessel, hotel, carrier and supplier has its own conditions, the specific cancellation charge must be published on the service page, quotation, order confirmation step or booking confirmation before the customer pays.
Those conditions must state:
The cancellation deadlines;
The charge, or how it is calculated;
Change fees, supplier fees and price differences;
The no-show conditions;
The refund amount, method and timing.
Diamond Bay does not apply an unfavourable penalty that was not published and accepted before the transaction.
7.6.3No-show or abandoning the service
A customer who is not present at the right time and place, abandons the service, declines to use it for reasons not attributable to the supply side, or fails to meet the document or safety conditions may be treated as a no-show and handled under the published specific conditions.
7.7Termination for non-payment
If the customer does not pay in full on time, Diamond Bay may cancel the booking after giving notice under the published conditions.
For B2B Last-minutes:
A deposit of VND 1,000,000 per guest, or 100% payment;
Full settlement no later than 03 days before departure;
Failure to pay on time may lead to cancellation and forfeiture of the deposit under the accepted conditions, unless the fault lies with Diamond Bay, a force majeure event is established, or more favourable specific conditions apply.
Retaining or deducting a deposit must be consistent with the agreement and the law and must be clearly grounded.
7.8Changes or cancellation by Diamond Bay or a supplier
If the confirmed service cannot be delivered through a fault on the supply side, Diamond Bay will, depending on the case and the customer's reasonable choice:
Remedy the problem and continue;
Provide an equivalent or better service at no extra charge;
Change the service date;
Refund the amount for the part not provided;
Refund everything if the main purpose of the transaction cannot be achieved;
Compensate for loss as agreed and as provided by law, where there are grounds.
A lower-standard service may not be substituted without notice and agreement. If the customer accepts a cheaper service, the difference is refunded.
7.9Weather, safety, official decisions and force majeure
Where a service is changed, suspended or cancelled because of weather, maritime conditions, a requirement of the port authority, the Bay Management Board or a state authority, or a force majeure event, Diamond Bay gives notice and offers:
An adjusted itinerary that keeps the main value of the service;
A change to another date;
A credit or voucher if the customer agrees;
A refund of the amount for the service that cannot be delivered, after deducting what has been used and reasonable, valid, unrecoverable costs;
Any other solution that is more favourable or agreed between the parties.
Diamond Bay works with the supplier to limit the loss and explains how the refund was calculated. Force majeure does not exclude liability for Diamond Bay's own fault.
7.10Quality assurance and remedies
If the service does not match its description, an item is missing or something goes wrong, please tell us during the service so we can check and put it right.
Remedies may include:
Supplying or re-performing the missing part;
Changing the cabin or vehicle, or arranging an equivalent;
A price reduction or refund for the part that fell short;
Compensation as agreed and as provided by law.
Not raising the issue immediately does not automatically remove the right to complain, but reasonable information and evidence are needed for verification.
7.11Calculating the refund
The refund is determined by:
The specific cancellation conditions accepted;
The amount the customer has paid;
The part of the service already used;
The part not provided or not up to standard;
Valid cancellation and supplier fees;
Reasonable, actual, unrecoverable costs;
The fault and responsibility of each party;
The mandatory rights of consumers under the law.
Diamond Bay must state the refund amount, any deduction and the basis for it. No deduction is made without grounds or without the prior publication the law requires.
7.12Refund method and timing
A refund is made:
To the original payment method; or
By transfer to a lawful account of the person entitled to the money.
Diamond Bay may verify identity and entitlement to prevent fraud.
Diamond Bay issues the refund instruction within 07–15 working days of the date both parties agree the amount and Diamond Bay has received all reasonable information and records.
The time for the money to be credited depends on the bank, card scheme or payment gateway. If a delay arises beyond our control, Diamond Bay reports the progress and the expected timing.
Bank or currency conversion fees are deducted only where they are actually incurred, permitted by law and appropriately notified.
7.13Requests and complaints
Requests and complaints are received by hotline, support email, the contact form on the website or at our head office. They are handled under the Diamond Bay procedure for receiving and resolving feedback, requests and complaints.
7.14Service-specific conditions
The cancellation and refund conditions of each service form an integral part of the transaction. Where they differ, specific conditions that were clearly published and accepted before payment prevail, without limiting the mandatory rights granted by law.
Booking advice: Monday to Sunday, 08:00 – 22:00 (GMT+7);
Email and forms: received at any time, handled during working hours;
B2B support: Monday to Sunday, 08:00 – 22:00 (GMT+7).
Outside support hours the system records your request and Diamond Bay replies during the next working period, except for emergencies, which have their own contact point.
8.3What we help with
Advice on products, itineraries, availability and quotations;
Registering, signing in and using an account;
Booking, paying and receiving confirmations;
Correcting booking details and adding documents;
Failed transactions or payments not yet recorded;
Support while you are using the service;
Cancellation, refund and complaint requests;
Account and personal data protection;
Guidance for B2B partners on inventory, commission, bookings and reconciliation.
8.4Expected response times
Safety incidents or a service in progress: taken immediately by hotline;
Chat and hotline during working hours: answered according to the situation;
Email and forms: acknowledged within 03 working days;
Complaints: an answer is expected within 15 working days of receiving complete information.
A complex case may take longer; Diamond Bay will explain why and report progress.
8.5What to send us
Please provide the booking code, your name and contact details, the service, when the issue arose, what you need help with and any relevant records.
Never send passwords, OTP codes, CVV/CVC codes or full card details through any support channel.
8.6Guarding against impersonation
Diamond Bay:
Never asks you to transfer money to a personal account;
Never asks for an OTP code or a password;
Never sends a payment link from an account it has not published;
Is not responsible for a transaction you make through a fraudulent channel, except where a security or information failure on our side makes us liable under the law.
If you suspect impersonation, stop the transaction, keep the evidence and call the official hotline.
8.7The status of advice given
Advice becomes part of the transaction only once it appears in a quotation, booking confirmation, voucher, contract or electronic notice from Diamond Bay.
Support staff have no authority to change a price, waive a cancellation charge, promise a refund or alter confirmed conditions without approval under Diamond Bay's internal process.
8.8Data protection
Customer information is processed under the privacy and personal data protection policy. Diamond Bay asks only for the data needed to verify and support you.
8.9Complaints about support
You can report the quality of our support to the support email or the official contact email. It is handled under the procedure for receiving and resolving feedback, requests and complaints.
09Diamond Bay and the supplier deliver the service, provide support and collect feedback afterwards.
Sending a booking request does not mean the booking is confirmed. The transaction is formed only when Diamond Bay issues the booking confirmation after checking availability and recording the required payment or deposit, unless the parties agree otherwise in writing.
If the service becomes unavailable after the customer has paid, Diamond Bay will offer an alternative service, a change of date, or a refund of the amount received for the part that cannot be provided. The customer is free to refuse the alternative.
Cooperate with competent state authorities on lawful request.
Compensate actual loss caused by their own fault, as provided by law.
Anyone booking for another passenger is responsible for informing that passenger of the booking details, the service conditions, the privacy policy and these general terms.
