Refund Policy

1. Payment Methods

• Bank/international wire transfer — recommended for deposits and large payments (Bank: SACOMBANK, Account name: CONG TY CO PHAN PHAT TRIEN GOLDEN SMILE, Account number: 060326383468, Note: bank/transfer fees are paid by the sender)
• Cash payment at our Ho Chi Minh City office upon arrival (for remaining balances), in VND or USD at the prevailing exchange rate

2. Tour Cancellations by You

• Deposit: required to confirm a tour booking; amount is disclosed before you pay.
• Cancellations before departure: deposit is refundable, minus any bank/payment processing fees and non-recoverable costs already committed to hotels/transport on your behalf.
• Cancellations after itinerary/hotel bookings are confirmed with suppliers: deposits and payments may become partially or fully non-refundable, as these funds are already committed to airlines, hotels, or local partners.
• No-shows: if you do not appear for a confirmed tour or transfer without prior notice, the payment is non-refundable.

3. Visa / E-Visa Service Cancellations & Refunds

We do not guarantee visa approval or entry (see our Terms & Conditions); refund eligibility for a denied application is assessed under the criteria below, not on the outcome alone.

• Government/consular fees: non-refundable once submitted to the relevant embassy, consulate, or immigration authority, regardless of the application outcome.
• Our service fee: Full refund if your application is rejected due to an error on our part.
• Our service fee: No refund if you cancel after processing has already begun, or if rejection results from inaccurate/incomplete information you provided, or from your own ineligibility (e.g., prior immigration violations).

4. Cancellations or Changes by Us

If we are unable to deliver a Service you booked (e.g., due to supplier unavailability), we will offer you either:

• A full refund of the amount paid to us for that Service, or
• Rescheduling to an alternative date/option at no extra cost.

5. Non-Refundable Items

Generally non-refundable, unless required otherwise by law:

• Payment/bank transfer processing fees
• Government, consular, or visa-authority fees already submitted
• Third-party costs already committed on your behalf (flights, hotel deposits, entrance tickets) once booked
• Completed consultation, documentation, or coordination work already performed

6. How to Request a Refund

Email us at gst.inbound@goldensmile.com.vn (tours) or visa@goldensmile.com.vn (visa services), or message us on WhatsApp: +84 934 179 182, with:

• Your full name and booking/order reference
• Date and amount paid
• Reason for the refund request

7. Refund Processing Time

Approved refunds are returned to your original payment method (bank transfer or card) within 7–14 business days, in line with our banking partner's processing times. International wire transfers may take longer depending on your bank.

8. Chargebacks

Please contact us directly first to resolve any billing concern — most issues can be resolved faster this way than through a bank dispute/chargeback.

9. Changes to This Policy

We may update this Refund Policy from time to time. The policy in effect at the time of your booking governs that transaction, unless a later version is required to apply by law.