Payment & Refund Policy

Payment & Refund Policy

Payment Policy

Updated: 26/05/2026 · Online payment gateway: 9Pay (PCI-DSS Level 1)

1. Payment Methods

2. Deposit or Full Payment?

• Day tours (< 1M VND/person): Full payment at booking.
• Multi-day tours, holiday tours, international tours: 30–50% deposit, balance due 3 days before departure.
• Groups of 10+: Contact Sales for installment options.
• Note: Partnership products may require full upfront payment per partner policy — shown on product page.

3. VAT Invoice

E-invoice issued FREE when requested BEFORE payment. Provide: Company name · Tax ID · Address · Invoice email.

4. Card Security

Go365 VietNam DOES NOT store card numbers. All card transactions go through 9Pay (PCI-DSS Level 1 certified). Passwords/CVV never logged.

5. Refunds

When an order is cancelled per policy (see Refund Policy), money is returned to the original payment method within 7–15 business days (depends on your bank). 9Pay fees (3.5% + 5,500₫) already charged will NOT be refunded per 9Pay policy.

6. Payment Issues

Any discrepancy (deducted but order unconfirmed, duplicate charge, etc.) — call +84 789 900 077 or message Go365 VietNam on Zalo, resolved within 24 hours.

Refund and Cancellation Policy

Updated: 26/05/2026

Policy applies depending on the product group you have booked:

🏢 Products Operated by Go365 VietNam

Tours and services marked "Operated by Go365 VietNam" on the product page.

• Cancellation ≥ 7 days before departure: full refund 100% (excluding payment gateway fees if applicable).
• Cancellation within 3–7 days before departure: refund 70%.
• Cancellation within 24–72 hours: refund 50%.
• Cancellation under 24 hours or after tour starts: no refund.
• Go365 VietNam processes refunds directly — funds returned to original payment method within 7–15 business days (subject to your bank's processing time).

🤝 Partner Products (Partnership)

Tours, bus tickets, and eSIMs operated by partner providers. Refund policies follow each partner's specific terms — clearly stated on the product page before you book.

• Cancellation and refund rules are governed by the operating partner's conditions.
• Customers work directly with the partner to process refund requests.
• Go365 VietNam provides support by connecting you, sharing partner contact details, and assisting as needed.
• Refund timeline: 7–15 business days from partner confirmation (depending on your bank's processing time).

🌪 Force Majeure

Bad weather, disease outbreaks, government restrictions, etc. — Go365 VietNam (or the partner) will notify you and provide free rescheduling or refund per the operator's policy.

💳 9Pay Processing Fee Notice

When an order is refunded 100% via credit card / debit card / e-wallet (9Pay), the payment fee already charged (3.5% + 5,500₫) will NOT be refunded — per 9Pay policy. If you transferred via bank or paid in cash, the full 100% refund includes no fees.

📞 How to Request a Refund

1. Call hotline +84 789 900 077 (Zalo · WhatsApp · Viber) — response within 30 minutes during business hours.
2. Or email ad@go365.vn with your booking code and reason.
3. Or message Go365 VietNam's Facebook page or Zalo OA.

Support & Incident Resolution Policy

Updated: 10/06/2026

The level of support depends on the cause of the service being unusable:

📲 Orders booked through OTA platforms

For orders booked through OTA platforms (Vexere, Klook, Traveloka…), complaints are officially received through that platform; the platform forwards them to Go365 VietNam, and Go365 VietNam is the final party responsible for resolution for services bearing the Go365 VietNam brand. Orders booked directly at go365.vn: received via hotline +84 789 900 077 / Go365 VietNam Zalo.

🛡 "Double Money-Back" Service Guarantee package (optional, paid)

• Customers proactively purchase it together with their booking, at a fee of 5% of the service price.
• When an incident is caused by an operational error: refund of 200% of the service price (100% in cash + 100% in voucher), up to a maximum of 3.000.000đ/order.
• Not applicable to force majeure, customer fault, or changes made by the customer.
• Requests must be submitted within 7 days from the service date; the guaranteed amount is paid out within 30–45 days from Go365 Việt Nam's approval. In the case of an operational error, Go365 Việt Nam bears the bank transfer fee.

🔧 Operational error (without the guarantee package)

If the service is not properly provided due to an operational error (not force majeure, not customer fault): refund of 100% of the service price; any additional support (if any) is decided by Go365 Việt Nam on a case-by-case basis.

🚫 Compensation limits

Go365 Việt Nam does not compensate for indirect/consequential damages; costs incurred by the customer when they do not contact Go365 Việt Nam for support with an alternative solution; or the price difference where the customer purchases a replacement service themselves at a higher price (peak season/holidays & Tết).