Your money
Refund policy
Exactly when you get money back, how much and how fast. If we cancel, you never lose your deposit.
Last updated: 28 October 2026
Refunds at a glance
When you book directly with us you pay only a deposit (15% of the total for bookings under $100, 10% for bookings of $100 or more); the rest is paid on the tour day. This table shows what happens to your money in each situation.
| Situation | What you get back |
|---|---|
| You change your tour date | Free of charge, subject to availability. Your deposit moves to the new date. |
| You cancel the tour | The deposit is non-refundable. The balance is only paid on the tour day, so nothing more is charged. |
| You do not show up | The deposit is not refunded. |
| The tour runs in the rain and you choose not to join | The deposit is non-refundable, but you can still move to another date. |
| We cancel because the weather is unsafe | Your choice: a free new date, or a 100% refund of everything you paid, deposit included. |
| We cancel for any other reason | Your choice: a free new date, or a 100% refund of everything you paid. |
How to change or cancel
Message us on WhatsApp or by email with your booking code (it starts with ETA-) and tell us the new date you would like, or that you wish to cancel. The earlier you tell us, the easier it is to find you a new date.
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
Correo electrónico: info@ecotripasia.com · WhatsApp
How and when refunds are paid
- Method: refunds go back the way you paid. PayPal and card payments are refunded through PayPal; bank transfers are refunded to the account they came from.
- Timing: we issue the refund within 5 business days of confirming it. Your bank or card provider may take another 5–10 business days to show it on your statement.
- Amount: a full refund means everything you paid us, including any payment fee. We cannot refund charges your own bank adds for international transfers.
- Currency: refunds are made in the currency you paid in. Exchange-rate differences set by your bank are outside our control.
Clima
Si tenemos que cancelar tu tour porque el tiempo lo hace peligroso, puedes pasarlo a otra fecha sin coste o elegir el reembolso total. Si el tour se realiza y decides no venir por el tiempo, el anticipo no es reembolsable, pero aún puedes cambiar la fecha.
Bookings made through other platforms
If you booked through Tripadvisor/Viator, Klook, GetYourGuide, Google or another platform, that platform's refund rules apply and the refund is paid by that platform. We are happy to help you contact them.
Before you open a dispute
If you think a refund is due, please contact us first. Most questions are solved within a day, which is much faster than a card or PayPal dispute.
See also: Política de cancelación · Política de pago · Términos y condiciones
Habla con nuestro equipo en Hanói
Questions about your booking?
Message our Hanoi team. We usually reply within the hour.