05
Payment policy
Payment methods, when a payment obligation arises, deposits, how transactions are recorded, failed payments and payment security.
- 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.
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.
5.2When a payment obligation arises
Before paying, the customer can review:
- 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.