1. Definitions

• Final itinerary: The final program after meeting the customer's requirements and agreeing on the program, services, and prices. The customer pays the deposit (and the company creates a booking code).
• Travel date: The day a customer starts the tour with the company.
• Policy application milestones: start date, 15 days before the start date, 7 days before the start date.

2. Policy on tour cancellation

This is a cancellation and program change policy from the company's side. This policy will be supplemented and applied in conjunction with the deposit and payment policies.

Note:

In the event of a refund, the customer will be refunded using the same method of payment. All bank charges and/or deductions of any correspondent bank that may occur, will be charged to the customer's expenses.

• All administrative & banking service charges will be incurred in all cases of cancellation after service confirmation.
• REFUND FOR UNUSED SERVICES

If due to  force majeure  factors such as events that occur objectively, unforeseeably and irreparably despite the application of all necessary measures within the permissible capacity (cancellation of flights, connecting trains, natural disasters, floods, influenza epidemics, earthquakes, etc.  war...), the two sides will negotiate and settle it together.

3. Policy on program changes from the customer's side

• Changes made 15 days before the start date: If the customer needs to change the final itinerary, there will be no charge up to 3 times, and the final itinerary will be sent to the customer again (not applicable to flight tickets, train tickets, services that must be paid in advance to get an early bird price, and policies of hotels not following Lily's program - sales staffs are responsible to inform customers in advance when booking).

NOTE: Changes can be free up to 3 times, but you will be extra charged for the 4th time please. 

Customers are supported in changing the program, getting a refund in case of unexpected events such as natural disasters, storms, or accidents, injuries, food poisoning, etc

• Changes made within 15 days: Lily's Travel has the right to refuse service changes or the customer will have to pay extra costs. Sales staff will report the extra cost after updating information from partners, and customers will have to bear all costs caused by these changes if any. (The customer should review the entire program and confirm the final version before the tour)
• Changes made to the program after the start date:

Lily's Travel has the right to refuse service changes or the customer will have to pay extra costs. Sales staff will report back after updating information from partners, and customers will have to bear all costs caused by these changes if any.

Based on the spirit of customer service, Lily Travel will provide maximum support for cancellations due to practical needs, but based on the principles outlined. In cases where Lily Travel is able to resell services that customers need to cancel; we will refund customers the amount we resold them for.

4. Refund Policy.

The applicable refund amount will be processed within 10-14 business days.

This is the company's cancellation and program change policy. This policy will be supplemented and applied along with policies on deposits and payments.

Additional Note

• Lily's Travel is not liable for flight-related issues, passport expired by customers. Even if there is delays/change in flight ticket, Lily’s travel keeps the Tour Cancellation Policy unchanged, we provide the best support for you.
• Additional services outside the tour program (towel damage, minibar use, early check-in/late check-out) are not provided.
• No refunds for uncontrollable issues like hotel construction or weather; we will assist you in finding the best solution. Check the weather forecast and plan accordingly.
• Private tour quotes may increase if the group size decreases due to unchanged car and guide costs.
• Group tour participants must adhere to regulations, be punctual, and follow specified meal options. Special food requests may incur extra fees. Inform us if unsatisfied, instead of leaving negative reviews, for a solution in the next meal.
• Lily's Travel will notify you of cable car maintenance, which occurs regularly and unexpectedly, upon receiving information from the cable car operator.
• For joining group tour, if customers late for set-up pick up time, the tour bus will not wait
• The itinerary might change due to unexpected or spontaneous government instruction, weather, local policy change, which will be informed upon the happening time
• We are not responsible if you doing the evisa by yourself. If we do expediting service, we only support to make the evisa come out early, we are not responsible for wrong details you input by yourself on the evisa if there is any. For evisa, you should apply 1 day before the arrival day just in case as the evisa only valid on the day you arrive, if you arrive earlier than the day you apply evisa, it is invalid
• By confirming this Confirmation file, you agree upon all terms and condition written on the File.