How this policy applies
This page explains the general cancellation framework. The supplier-specific schedule in your accepted proposal or confirmation takes priority. Review the Booking Terms for how quotations and confirmations work.
Before confirmation
You may stop or change an enquiry at any time before a booking is confirmed. No cancellation charge applies to an unconfirmed enquiry.
After confirmation
Cancellation must be sent in writing to marketing@thdtravel.com.vn. The effective cancellation time is when THD receives the message in Vietnam. The cancellation schedule in your accepted proposal or confirmation takes priority because supplier rules vary by hotel, cruise, activity, season and travel date.
Supplier charges and non-refundable services
Any refund is calculated after deducting charges already imposed by confirmed suppliers and reasonable work already completed for the booking. Some promotional rooms, cruises, tickets, holiday services and transport may become partly or fully non-refundable once confirmed. THD will identify known non-refundable items before payment where the supplier has provided that information.
Changes requested by travellers
Date, name, route or hotel changes are treated as a request and remain subject to availability. A supplier may treat a change as a cancellation and new booking. THD will explain known additional charges before proceeding.
No-show and unused services
No refund is normally available for a no-show, late arrival that causes a confirmed service to be missed, or services voluntarily left unused after the journey begins. We will still assist where a delay can reasonably be accommodated.
If THD must change or cancel a service
If a confirmed service cannot be provided, THD will offer a reasonable alternative where possible. If THD cancels a material service without an acceptable alternative, the refundable amount for that service will be returned, less any non-recoverable supplier charges permitted by applicable law.
Refund timing and insurance
Approved refunds are returned through the agreed payment method after relevant suppliers complete their refund process. Bank and currency-conversion charges may affect the final amount received. Travellers should maintain insurance covering cancellation, disruption, medical events and other risks outside THD’s control.