Cancellation & Refund

01
When a Booking Is Confirmed

An enquiry, sample itinerary, proposal or payment request does not by itself confirm a booking. A booking is confirmed after you have accepted the final proposal and applicable terms, we have received the required payment, and we have issued a written Booking Confirmation following supplier confirmation.

If we receive payment but cannot confirm the booking, we will offer an alternative for your approval or refund all payments received for the unconfirmed booking. The cancellation charges below do not apply to a booking we have been unable to confirm.

02
Deposits and Balance Payments

Unless your booking falls within the short-notice periods below, a deposit of
50% of the total booking price
is payable after you accept the final proposal and applicable terms.

For a Single-Place Journey booked within 14 days of its start date, or Northern Passage booked within 21 days of its start date,
the full booking price is payable in one payment
after acceptance of the final proposal and applicable terms.

Your proposal and invoice will state the exact payment dates. The journey start date means the first day of the services arranged by VALE, rather than the date you leave your home country.

Your deposit is an advance payment towards the journey. Its refundability is determined by this Policy and any booking-specific conditions accepted before payment; it is not automatically non-refundable in every circumstance.

03
How to Request a Cancellation

The person who made the booking, or an authorised representative acting on their behalf, must submit the cancellation in writing. Please include your booking reference or lead traveller’s name and the journey start date.

Email:
support@valecurated.com
WhatsApp:
+84 359 028 268

A cancellation takes effect when VALE receives the written request. Where applicable law treats receipt by an authorised travel advisor or agency as receipt by VALE, that receipt date applies. We will acknowledge your request in writing; the acknowledgement date does not replace the effective receipt date.

If you booked through a travel advisor or agency, please ask them to forward your request promptly. If you do not receive an acknowledgement, contact us again using either channel above.

Cancellation periods are calculated in calendar days between the effective cancellation date and the first day of the journey, using Vietnam time (UTC+7).

04
Standard Cancellation Charges

Unless booking-specific conditions were disclosed and accepted before payment, the following schedule applies to a confirmed booking:

These percentages apply to the total confirmed booking price, not only the deposit or the amount paid when you cancel. The deposit forms part of the amount already paid and is not an additional cancellation charge.

Cancellation charges must remain appropriate and justifiable. We take account of planning and coordination already performed, unavoidable supplier commitments, reasonable net costs and losses, cost savings, and any recovery from reselling or reusing the arrangements. We will explain the calculation on request and reduce the charge where those factors justify a lower amount or applicable law requires it.

If your payments exceed the applicable cancellation charge, the eligible difference will be refunded. If a valid cancellation charge exceeds the amount already paid, any outstanding difference remains payable only to the extent permitted by the accepted booking conditions and applicable law.

05
Booking-Specific and Non-Refundable Services

Some accommodation or other services may carry cancellation conditions that differ from the standard schedule. Any such condition must be identified in your final proposal or other written booking terms and accepted before we take payment for that arrangement.

A disclosed supplier condition applies only to the component it covers. The standard schedule applies to the remaining booking value. The same cost will not be charged twice, and the total cancellation charge will not exceed the total booking price.

Booking-specific conditions remain subject to mandatory consumer rights and any reduction required by applicable law.

06
Changes, Postponements and Partial Cancellations

Requests to change dates, travellers, accommodation, routes or activities must be made in writing. Changes depend on availability and supplier approval. We will explain any revised price, supplier charge and cancellation condition before you decide whether to proceed.

A postponement is not automatically treated as a cancellation. If a transfer to new dates is agreed, we will confirm the new dates, price, amount transferred, any additional costs and the cancellation conditions in writing. If the change cannot be accommodated, or you decide to cancel instead, the applicable cancellation conditions will apply, subject to your legal rights.

If some travellers cancel while others continue, cancellation charges apply to the cancelled portion. Shared accommodation, transport and guiding costs may also affect the remaining travellers’ price. We will explain the calculation and available options without charging the same cost twice.

Where applicable law gives you a right to transfer the booking to another eligible traveller, VALE will honour that right. Any transfer charge will be limited to the actual, reasonable costs permitted by law.

07
Missed Payments, No-Shows and Unused Services

If payment is overdue, we will contact you and give reasonable notice before releasing unsecured arrangements or cancelling a confirmed booking. Where cancellation follows a failure to pay, the applicable cancellation conditions are assessed using the effective date of cancellation.

If you do not arrive, leave early or voluntarily decline services that remain available as booked, the standard cancellation schedule applies and a refund is not normally due for the unused services. This does not remove any right arising from a failure by VALE or a supplier to provide the agreed services, or any other mandatory right.

08
Changes or Cancellation by VALE

Weather, road conditions, local closures, safety concerns or supplier availability may require changes to the order, timing or delivery of services. We will make reasonable efforts to preserve the intended journey and provide suitable alternatives where necessary.

If a material change is needed before departure, we will notify you promptly and explain the available options. These may include accepting the change, accepting an alternative with an appropriate price adjustment, or cancelling and receiving the refund required by applicable law.

If VALE cancels a confirmed booking for a reason within our reasonable control, we will refund all payments received for the cancelled booking without applying a cancellation charge, unless you choose an agreed alternative or travel credit. Any entitlement to additional compensation is determined by applicable law.

09
Unavoidable and Extraordinary Circumstances

Events outside reasonable control, such as severe weather, natural disasters, government action or serious transport disruption, may prevent a journey from proceeding as planned.

Where applicable law gives you the right to cancel without a cancellation charge because such circumstances significantly affect the journey or travel to the destination, VALE will honour that right and provide the required refund.

If VALE must cancel because the journey cannot be performed, refunds and any alternative arrangements will be handled under the applicable legal requirements and accepted booking conditions. A full refund will be provided wherever the law requires it. Additional compensation may not be payable where applicable law permits that exclusion.

A postponed journey or travel credit will not replace a cash refund you are legally entitled to receive unless you expressly choose that option.

10
Refund Calculation, Timing and Travel Credits

Your refund is calculated from payments received by VALE after deducting the total applicable cancellation charge. Disclosed non-refundable components are included in that calculation and are not deducted again as a separate charge. We will provide a written breakdown.

Eligible refunds will be processed without undue delay and no later than
14 days after the cancellation becomes effective,
or within any shorter period required by law. We will not make a refund conditional on completing our settlement with suppliers or partners.

Refunds are normally returned to the original payment method and in the currency received by VALE, unless another method is expressly agreed or legally required. Your bank or payment provider may require additional processing time. Bank charges and exchange-rate differences imposed independently by your provider remain outside VALE’s control and do not reduce any refund VALE is legally required to make.

A travel credit is optional and applies only if accepted in writing. Its value, validity, permitted use, transfer conditions and any restrictions will be confirmed when it is issued. It cannot replace a mandatory refund without your express agreement.

11
Travel Insurance

We strongly recommend obtaining suitable travel insurance as soon as your booking is confirmed. Consider cover for cancellation and interruption, medical treatment, evacuation and repatriation, delays, luggage and the activities included in your journey.

If a cancellation may be covered, contact your insurer promptly. VALE will provide reasonable booking and cancellation documentation where available. Insurance does not replace any refund or other right you have against VALE under applicable law.

12
Your Rights and the Applicable Policy Version

This Policy forms part of your booking agreement with Netcoast LLC. The governing law and document-priority provisions in our Booking Terms & Conditions apply, subject always to any mandatory consumer protections available to you.

Please contact us if you believe a payment or refund is incorrect so that we can investigate. Nothing in this Policy removes a chargeback or payment-protection right available under applicable law or your payment provider’s rules.

The version accepted when your booking is confirmed applies to that booking. Later website updates do not retrospectively change confirmed bookings unless required by law or expressly agreed with you in writing.

13
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