Partner Terms and Conditions
Welcome, Travel Partners
As a dedicated Destination Management Company (DMC) in Vietnam, Footprint Travel DMC values corporate transparency, operational agility, and reliable ground execution. This page outlines our standard operating procedures, payment terms, and liability frameworks reserved exclusively for registered Tour Operators, Travel Agencies, and Wholesalers.
These Terms & Conditions constitute an agreement between “Footprint”, “We”, “Our”, or “The Company”, whose address is House 12, Alley 36, Lane 298 Ngoc Lam Street, Ngoc Lam Ward, Long Bien District, Hanoi, Vietnam.
And you, referred to as “You”, “Your”, “Clients”, “Their”, or “The Travel Partner”, headquartered at ADDRESS. If no other contract is signed prior to the booking, these Terms & Conditions shall serve as the official agreement between both parties.
Please also refer to our Operation Standards for Partner Travel Agents & Tour Operators, which complement this agreement and outline day-to-day collaboration expectations.
1. Client Information: Please provide accurate client information, which will be kept confidential:
- Full names (as stated in passports), age, gender, contact details, flight information, accommodation preferences
- Special requirements (e.g., mobility issues, dietary restrictions)
2. Prices & Inclusions: Our prices are NET. You may apply your own markup when selling to clients. We do not disclose prices to clients unless you instruct us to do so. Please ensure that the services included are clearly stated; we are not responsible for services not mentioned. Price validity is specified in the quotation and confirmed in the final program.
3. Contract & Financial Bonding: The contractual agreement includes the approved itinerary with specific tour programs, timings, services, and values. Your acceptance of these Terms & Conditions is required. Footprint maintains a financial bond for your protection. Supporting documents are available upon request.
4. Service Availability & Changes: Upon receiving your booking request, we will reserve services as agreed. In cases where a confirmed service is unavailable, we will offer an alternative of equivalent value.
5. Payment: A deposit of 30% to 50% (or more) may be required at the time of booking confirmation to secure flights or other services. If no deposit is made, full payment must be received at least 30 days before departure. Payment must be made via the bank account details provided in the invoice.
In the event that any payment (including deposit, balance, or any other amount due) is not received in full by the agreed deadline by email, the Company reserves the right to suspend or cease the provision of services, including services for guests currently travelling and/or guests scheduled to travel, until full payment is received. The Company shall bear no liability for any disruption, loss, or inconvenience resulting from such suspension or cessation of services.
6. Amendments & Cancellations:
Amendments: We will make requested changes where possible, at the same value, if services remain amendable. Additional charges apply for upgrades or service fees
Cancellations: Effective date of cancellation is when we receive your notice by email or phone.
More than 45 days before arrival: Free of charge.
- 44 to 35 days before arrival: 10% of total tour cost + non-refundable services.
- 34 to 25 days before arrival: 40% of total tour cost + non-refundable services.
- 24 to 15 days before arrival: 65% of total tour cost + non-refundable services.
- 14 to 7 days before arrival: 85% of total tour cost + non-refundable services.
- 6 to 1 day(s) or on arrival date: 100% charge.
In cases of severe weather, we will contact you to offer an alternative of equivalent value or a partial refund. No additional compensation will be provided. No refunds are issued for unused services. Please note that due to current financial regulations (as of Dec 2023), we cannot transfer money abroad. Any remaining balance will be held as credit for your next booking.
7. Visa: Visa is not included unless specifically requested. To arrange a visa on arrival, please contact our travel consultants at least 7 days prior to arrival.
8. Complaints & Refunds: Please inform your clients to report any issues during the tour to the guide or our operator immediately for resolution. If unresolved during the trip, please email us for assistance. If we are unable to resolve the issue, we will offer compensation or refund. Refunds are credited toward the next booking.
9. Insurance & Medical Precautions: Footprint provides public liability insurance for all services. Clients are advised to obtain personal travel insurance before departure. They should ensure vaccinations are up to date. For adventure activities (e.g., cycling, trekking), clients must consult a physician for fitness and sign our waiver form. In case of illness or injury, we will assist with arranging treatment but clients are responsible for treatment costs.
9A. Client Safety & Suspension of Services (For Travel Trade Partners)
If, at any time during the tour, the safety of any client may be compromised due to health-related conditions (including illness, injury, or loss of consciousness), adverse weather, natural events, local conditions, infrastructure or transport disruptions, government or local authority requirements, or any other circumstances beyond Footprint’s reasonable control, Footprint, its guides, drivers, or operators reserve the right to assess the situation and determine appropriate safety measures.
Where, in the professional judgment of Footprint or its appointed representatives, the continuation of the tour or any activity poses a safety risk to the client, other guests, staff, or service providers, Footprint reserves the absolute right to modify, suspend, shorten, reroute, or terminate the affected activity or the tour, in whole or in part, for safety reasons.
Any such safety-based decision:
- Shall be deemed a reasonable safety measure
- Shall not constitute a breach of contract
- Shall not entitle the client or the Travel Partner to any refund or compensation for services already provided or committed.
At Footprint’s discretion, any unused services may be offered as a credit toward a future booking or replaced with an alternative service of equivalent value, subject to availability. Cash refunds shall not be required unless expressly agreed in writing.
If the client elects to continue any activities independently after Footprint has suspended or terminated its services, such continuation shall be entirely outside the scope of Footprint’s services and responsibility. Footprint, its employees, guides, contractors, and partners shall bear no liability whatsoever for any consequences arising thereafter, including but not limited to injury, illness, deterioration of health condition, medical or evacuation costs, delays, or death.
The Travel Partner agrees to:
- Fully inform its clients of this clause prior to travel
- Acknowledge that client safety takes precedence over itinerary completion.
10. Responsibility & Disclaimers: We ensure the holiday is delivered as confirmed. If part of the trip is not provided as agreed and this impacts the experience, we will offer compensation unless caused by events beyond our control. Final confirmation of services is made via email.
We are not liable for injury, illness, death, or extra costs due to unforeseeable events (e.g., war, civil unrest, natural disasters, terrorism, client health issues, or government actions), but we may offer support at our discretion. We reserve the right to decline bookings that pose a safety or security risk.
11. Validity & Governing Law: These Terms & Conditions may only be amended by written confirmation at the time of booking, as an appendix to this document. Please review them carefully and contact us if you need clarification before confirming your booking.
These Terms & Conditions take effect upon signature by both parties and remain valid unless updated in writing via email. They are governed by Vietnamese law, with disputes subject to the exclusive jurisdiction of Vietnam’s courts.
Footprint Management Board
