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.
- Effective from:
- 07/23/2026
- Version:
- 1.0
Service provider details
The details below apply to every document on this page.
- Company name
- HA LONG DIAMOND BAY CO., LTD
- Trading as
- DIAMOND BAY
- Enterprise code / Tax code
- 5702224433Issued 29/04/2026 by the Department of Finance of Quang Ninh Province
- International travel business licence
- 22-0208/2026/CDLQGVN-GP LHQT
- Registered office
- Bai Chay, Quang Ninh, Vietnam
- Phone / Hotline
- +84 78 2224433
- info@diamondbay.vn
- Support & complaints email
- support@diamondbay.vn
- Personal data email
- privacy@diamondbay.vn
- Websites and domains covered
- diamondbay.vnhalong.diamondbay.vncruises.diamondbay.vnma.diamondbay.vndiamondbaycruises.comdiamondbaycruises.vndiamondbay.com.vn
The Vietnamese text is the original and the legally binding version; this translation is provided for convenience.
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.
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;
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.
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.
1.5Checking 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.
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.
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:
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.
1.9Service 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.
1.11Rights 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.
1.12Feedback, 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;
- If no agreement is reached, the customer may refer the matter to a state authority, a consumer protection organisation, arbitration or a competent court.
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.