Conditions and limits on the supply of goods and services

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.

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.

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.

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.

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.

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.

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;

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.

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.

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.

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.

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.

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.

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.