Refund and cancellation policy

On the trip.express platform (operated by Trip Express Vietnam Company Limited), every transport, yacht charter, accommodation, dining, event, or travel experience listing is assigned a transparent cancellation and rescheduling policy tier established by the Supplier and displayed clearly on both the listing page and the Checkout screen prior to booking confirmation.

Cancellation cutoff windows are calculated relative to the scheduled departure or standard check-in time stated on the Electronic Ticket (E-Ticket) or Service Voucher (E-Voucher) in the local timezone of the destination.

Unless specialized terms are explicitly stated on a specific rate plan, reservations on trip.express are governed by one of the following four (04) standard cancellation tiers:

• 1. Standard (Flexible) policy:

  • Cancellations submitted at least twenty-four (24) hours prior to scheduled departure or service start: 100% full refund of the paid amount.
  • Cancellations submitted less than twenty-four (24) hours prior to departure or No-show: 0% refund.

• 2. Moderate policy:

  • Cancellations submitted at least four (04) days (96 hours) prior to scheduled service start: 100% full refund of the paid amount.
  • Cancellations submitted between twenty-four (24) hours and less than four (04) days prior to departure: 50% refund of the booking value.
  • Cancellations submitted less than twenty-four (24) hours prior to departure or No-show: 0% refund.

• 3. Strict policy:

  • Cancellations submitted at least seven (07) days (168 hours) prior to scheduled service start: 100% full refund of the paid amount.
  • Cancellations submitted between three (03) days and less than seven (07) days prior to departure: 50% refund of the booking value.
  • Cancellations submitted less than three (03) days (72 hours) prior to departure: 0% refund.

• 4. Non-refundable policy:

  • Applies to promotional flash fares, fixed-date event tickets, or bespoke charter contracts explicitly labeled as Non-Refundable at Checkout. Bookings under this tier cannot be canceled for cash refund once the E-Ticket is issued, except in cases of Supplier default or Force Majeure under Clause 4.

Customers requesting schedule modifications or passenger credential updates on an issued E-Ticket are supported under the following terms:

• Passenger name and ID corrections: Complimentary (0 VND / USD 0.00 fee) for typographical corrections to passenger names or Citizen ID and Passport number updates when requested at least four (04) hours prior to departure (excluding non-transferable aviation or rail tickets governed by carrier-locked manifest rules).
• Date or time rescheduling: Customers may submit a rescheduling request directly via "My Trips" on the website or mobile app prior to the applicable cancellation cutoff window. Rescheduling is subject to real-time Supplier inventory availability; if the new slot carries a higher published fare, the Customer pays only the fare difference.

Customer payments are fully protected regardless of the ticket's standard cancellation tier in two statutory scenarios:

• Supplier cancellation or material default: If a Supplier unilaterally cancels a departure, suspends vessel or vehicle operations, delays a scheduled transport departure by more than two (02) hours, or fails to deliver the contracted service class and the Customer declines alternative arrangements, the Customer is entitled to a 100% full refund alongside re-accommodation assistance from Trip Express.
• Force majeure events: In the event of severe natural disasters, typhoons, floods, epidemics, or official port closure orders issued by Port Authorities or competent government agencies preventing service execution, Customers are entitled to choose between: (a) 100% credit retention for rescheduling to a future date; or (b) A 100% full refund of unconsumed services without any cancellation penalty.

1. How to Submit a Cancellation and Refund Request:

• Step 1: Navigate to "My Trips" on trip.express, select the reservation, and click "Request Cancellation", or contact our Support Desk with your Booking Reference via [email protected] or hotline +84 888 724 777.
• Step 2: The platform automatically calculates the eligible refund amount based on the timestamp of the request and dispatches an official Refund Confirmation email within twenty-four (24) hours.
• Step 3: Trip Express initiates the refund directly back to the Customer's original payment method in the original settlement currency.

2. Refund Settlement Timelines by Payment Method:

• X-Pay global wallet, SHAN Privé credits, or Trip Express gift cards: Credited within one (01) to twenty-four (24) business hours.
• Instant bank transfer and QR pay (VietQR, PayNow, SEPA instant) or licensed digital wallets: Settled within one (01) to three (03) business days from refund approval.
• Local debit card networks (Napas and regional domestic schemes): Settled within three (03) to seven (07) business days via interbank clearing.
• International payment cards (Visa, Mastercard, JCB, american Express, UnionPay via Airwallex, Stripe, or OnePay): Trip Express transmits the refund instruction to the acquiring gateway within twenty-four (24) to forty-eight (48) hours; funds reflect on the cardholder's statement within seven (07) to fifteen (15) business days depending on the issuing bank's settlement cycle.