Service delivery, termination and refund policy

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.