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: 22 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 (tax code 0111220787)
No. 3, Lane 204 Hong Mai Street, Bach Mai Ward, Hai Ba Trung District, Hanoi, Vietnam
Email: 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.
Weather
If we have to cancel your tour because the weather makes it unsafe, you can move it to another date free of charge or choose a full refund. If the tour goes ahead and you decide not to join because of the weather, the deposit is not refundable, but you can still change your date.
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: Cancellation policy · Payment policy · Terms and conditions
Talk to our Hanoi team
Questions about your booking?
Message our Hanoi team. We usually reply within the hour.