Pricing policy

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;
• The total payable;
• The deposit, the balance and its deadline, if any.

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.

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.

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.

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.

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.

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.

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.

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.

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.