Complaints policy

How to make a complaint

You can complain about any part of a booking made with us: the information on this website, the booking and payment, or the tour itself. Use whichever channel suits you:

• On the tour: tell your guide straight away, so we can put it right there and then.
• WhatsApp: +84879617691 (fastest, answered every day).
• Email: info@ecotripasia.com
• Phone: 0766 349 703 (office hours, Hanoi time).
• In writing: Vietnam Green Travel Co., Ltd, 3 ngõ 204 Hồng Mai, Bạch Mai, Hai Bà Trưng, Hà Nội., Phường Bạch Mai, Thành phố Hà Nội, Việt Nam.

Please include your booking code (it starts with ETA-), what happened, and what you would like us to do. Photos or screenshots help. Complaining is free of charge.

What happens next, and how long it takes

• Within 24 hours: we confirm that we have received your complaint and tell you who is handling it.
• Within 7 working days: we look into what happened, talk to the guide, driver or rider involved, and send you our answer and proposed solution in writing.
• If we need more time (for example when a partner such as a restaurant or a booking platform is involved), we tell you why and when you will hear from us. We aim to close every complaint within 15 working days.

How we put things right

Depending on what went wrong, we may offer an explanation and apology, a free new tour date, a partial or full refund in line with our refund policy, or another solution we agree with you. Refunds are paid the way set out in our refund policy.

See also: Refund policy · Stornoregeln · AGB

If you are not satisfied with our answer

• Negotiation: reply to our answer and a manager will review the case again.
• Mediation: we are willing to settle the dispute through mediation.
• Authorities: you may contact the consumer protection authorities in Vietnam, for example the Hanoi Department of Industry and Trade.
• Court: a dispute that cannot be settled is decided under Vietnamese law by the competent court in Hanoi.

If you paid by PayPal or card, please contact us before opening a payment dispute: it is usually much faster.

Bookings made through other platforms

If you booked through Tripadvisor/Viator, Klook, GetYourGuide, Google or another platform, you can complain to us directly about the tour, and to that platform about its booking and refund process. We will work with the platform to resolve it.

Who handles complaints

Complaints are handled by our customer service team in Hanoi and reviewed by the company management.

Eco Trip Asia, operated by Vietnam Green Travel Co., Ltd — Công ty TNHH Du lịch Xanh Bền vững Việt (tax code 0111220787)
No. 3, Lane 204 Hong Mai Street, Bach Mai Ward, Hai Ba Trung District, Hanoi, Vietnam
E-Mail: info@ecotripasia.com · WhatsApp