Booking, Payment & Cancellation Policy

Pu Luong Express Bus – Shuttle Transfers from Hanoi to Pu Luong

Planning a hassle-free shuttle from Hanoi to Pu Luong? Our clear, step-by-step policy explains how to reserve, pay, modify, or cancel your booking—plus our liability guidelines and dispute resolution process. Please read this document carefully before making your reservation.

1. How to Reserve Your Seat

1. Submit Your Request in Writing
   Email your full trip details—date, number of passengers, pick-up and drop-off points, and any special requests—to
   puluongexpressbus@gmail.com

2. Receive Our Confirmation & Payment Link
   We will check availability, then reply with:

   • A booking confirmation

   • A secure payment link for your deposit or full payment

3. Booking Effective Date
   Your reservation is only confirmed once:

   • You receive our confirmation email

   • You complete the required deposit or payment

Note: For total booking amounts under $100 USD, full advance payment is mandatory. We may also request full payment for any reservation at our discretion.

2. Payment Terms

2.1 Deposit & Balance Schedule

• Deposit: Varies by itinerary; due upon confirmation via the secure link.

• Balance: Pay the remaining amount no later than 7 working days before departure.

Failure to settle your balance by this deadline may lead to automatic cancellation, subject to our cancellation fees (see Section 4).

2.2 Last-Minute Bookings

• Any reservation made fewer than 10 days before departure requires full payment at time of booking, subject to available capacity.

2.3 Accepted Payment Methods

• Cash: Pay in person at our Hanoi office (20 Lang Ha Street, Dong Da District) at least 3 days prior to departure.

• Credit/Debit Card: Visa and MasterCard accepted; a 3% processing fee applies. Transactions appear as “Pu Luong Express Bus” on your statement. Approval takes 24 hours to 3 business days.

• Bank Transfer: Wire funds to our Vietnam Commercial Bank (VCB) account (details provided upon request).

• Online Wallets: VTCPay and PayPal are recommended for rapid, secure transfers.

Tip: To avoid last-minute issues, complete both deposit and balance payments well ahead of deadlines.

3. Confirmation & Vouchers

• Once your payment clears, you will receive an e-voucher containing:

  • Passenger name(s)

  • Number of seats booked

  • Departure date & time

  • Pickup and drop-off details

• Please respond to our confirmation email no later than 10 working days before your arrival in Vietnam to finalize your seat. Failure to reply will be treated as a cancellation request on your part.

4. Cancellations Initiated by You

We understand plans can change. Our refund policy is as follows:

• *Digital Payment includes bank transfer, VTCPay, PayPal, and card transactions.

• National Holidays (e.g., Tet Lunar New Year, International New Year): Special rules apply. Any booking canceled within 3 days before or after a state holiday is subject to seller’s discretion. By booking during these periods, you accept that seller’s holiday cancellation terms.

5. Amendments Initiated by You

Need to change dates or passenger details? Submit your amendment request via email or phone at least 10 working days prior to departure. We will:

1. Check availability for your new request

2. Inform you of any amendment fees or rate differences

3. Waive fees if no additional costs are incurred on our end

Important: Changes within 10 days of departure cannot be guaranteed, especially during peak season.

6. Cancellations & Changes by Us

6.1 Cancellations by Pu Luong Express Bus

We reserve the right to cancel any booking under unforeseen circumstances (e.g., force majeure, safety issues). If we cancel, you may choose:

• A full refund, or

• An alternative shuttle of equivalent or similar standard and price.

If the alternative cost is lower, we will refund the difference.

6.2 Major Changes by Pu Luong Express Bus

Should we need to make a major change (e.g., different departure time or significant route alteration) after confirmation, you can either:

• Accept the new arrangements, or

• Opt for an alternative service of similar standard and price (with any price difference refunded).

7. Liability & Disclaimers

Pu Luong Express Bus acts as an agent arranging transport and related services. We disclaim liability for:

• Injuries, accidents, delays, or losses caused by third-party carriers, hotels, or service providers.

• Events beyond our control: strikes, civil unrest, natural disasters, epidemics, mechanical failures, or government actions.

• Passenger non-compliance: missing departure time, lack of travel documents, health issues.

We also reserve the right to refuse service to any passenger whose behavior jeopardizes group safety or comfort, and to substitute vehicles or adjust routes if necessary.

8. Dispute Resolution

If any dispute or claim arises in relation to our services, we will first seek to resolve it through good-faith negotiation. Should negotiations fail, the matter will be submitted to binding arbitration under the Vietnam International Arbitration Center (VIAC), in accordance with its rules. The arbitration award is final and enforceable.

9. Contact & Support

For any questions about these terms, or to request cancellation, amendments, or refunds, please contact:

Pu Luong Express Bus
📧 puluongexpressbus@gmail.com
📞 +84 355 113 909
🏢 20 Lang Ha Street, Dong Da District, Hanoi, Vietnam

Our office hours: 08:00 – 18:00 (Mon – Sat)

Thank you for choosing Pu Luong Express Bus. We look forward to providing you with a safe, reliable, and comfortable shuttle experience from Hanoi to Pu Luong!