Privacy policy / booking & e-ticket delivery process / payment & cancellation policy

I. PRIVACY POLICY

Welcome to Vintravel Joint Stock Company. We understand that your privacy and the security of your personal information are our top priorities. This policy describes how we collect, use, and protect your personal information when you use our services for booking tours, hotel rooms, and other travel services on our website.

1. Purpose of Collection

We collect customer information to:

• Process and manage bookings for tours, hotel rooms, and sightseeing tickets.

• Send service confirmations, e-tickets, and itinerary updates.

• Respond to customer support requests and complaints.

• Provide promotional information and travel deals (if opted-in).

• Improve service quality and personalize the user experience on our website.

2. Scope of Information Collection

The types of personal information we collect include:

• Identification: Full name, date of birth, ID/Passport number (for ticketing and residency registration).

• Contact Information: Phone number, email address, permanent or temporary address.

• Payment Information: Credit/debit card details or bank account information (used only for processing transactions via secure payment gateways).

• Trip Information: Special dietary requirements, health status (if relevant to tour safety).

3. Retention Period

Personal information will be stored until a deletion request is made by the customer or until the purpose of collection has been fulfilled. In all cases, information is secured on the servers of Vintravel Joint Stock Company.

4. Authorized Third-Party Access

We commit not to sell or rent your personal information. However, to complete travel services, information may be shared with:

• Service Providers: Hotels, airlines, transport units, show organizers (e.g., Hoi An Memories, Sun World...) to fulfill your bookings.

• State Authorities: When legally required under the regulations of Vietnamese law.

• Payment Units: Banks or payment gateways to verify transactions.

5. Data Controller Information

• Entity Name: Vintravel Joint Stock Company

• Address: 2nd Floor, No. 122, Trinh Dinh Cuu Street, Dinh Cong Ward, Hoang Mai District, Hanoi, Vietnam

• Phone: 0934558455

• Email: cskh@sunsetstoryhotel.com

6. Methods for Users to Access and Edit Personal Data

Customers have the right to request us to check, update, adjust, or cancel their personal information by:

• Sending an email directly to: cskh@sunsetstoryhotel.com

• Calling the Hotline: 0934558455/ 0921836789 We will assist customers in fulfilling these requests within a maximum of 72 business hours.

7. Complaint Handling Mechanism

If customers discover that their personal information is being used for the wrong purpose or scope, please send feedback to cskh@sunsetstoryhotel.com. We will verify, process technically, and respond with a solution within 07 working days.

8. Commitment to Security

We use security protocols (such as SSL) to protect data transmitted over the Internet. Any unauthorized access to the database system is strictly prohibited. In the event of a server breach resulting in data loss, we are responsible for notifying the investigating authorities and the customers promptly.

II. BOOKING & E-TICKET DELIVERY PROCESS

To ensure your rights and convenience, sunsetstoryhotel.com applies the following standardized online booking process:

• Step 1: Search and Selection: Access the website, select the desired service (Tours, Hotels, Show tickets like Hoi An Memories, Sun World...). Carefully review prices, inclusions/exclusions, cancellation policies, and itineraries.

• Step 2: Provide Booking Information: Click "Send Booking Request" or fill out the "Consultation Request" form. Provide accurate: Full name, Phone number, Email, Date of service, and Number of participants. (Note: Accuracy is vital for travel insurance and residency declaration).

• Step 3: Service Confirmation: Our operations team at sunsetstoryhotel.com will check availability with providers and contact you via Email/Phone to confirm status and final price (including taxes/fees).

• Step 4: Payment: Pay via designated methods (Bank transfer, online payment, or at the office).

  • Transfer syntax: [Full Name] – [Ticket/Room Type] – [Quantity] – [Date of Service].

• Step 5: E-Voucher/E-Ticket Delivery: Once payment is confirmed, we will issue the voucher within 30 minutes to 2 business hours. E-tickets/QR codes will be sent via Email, Zalo, or SMS.

• Step 6: Post-Sale Support: For any issues or itinerary changes, contact our 24/7 Hotline: 0934558455/ 0921836789 .

III. PAYMENT & CANCELLATION POLICY

This policy applies to all customers booking services on the website sunsetstoryhotel.com.

1. Booking and Confirmation Process

1. Customer selects service and provides contact info.

2. Consultant confirms availability and provides a quote.

3. Customer completes payment according to instructions.

4. sunsetstoryhotel.com sends the E-voucher/E-ticket via Email/Zalo/SMS.

2. Payment Methods

• Bank Transfer: To the company's official account listed at checkout.

• Online Payment: Via integrated gateways (VNPay, OnePay, etc.).

• In-person: Cash or card at the company's headquarters.

3. Customer-Initiated Cancellation

Unless otherwise stated in a specific contract: 3.1. For Tours & Sightseeing Tickets (Shows, Sun World...):

• Cancel > 07 days before departure: Free cancellation (or 20% service fee).

• Cancel 03 - 07 days before departure: 50% penalty of total value.

• Cancel < 48 hours before departure: 100% penalty.

• Note: Promotional or Holiday tickets may be "Non-refundable, Non-changeable."

3.2. For Hotel Rooms/Resorts:

• Subject to each hotel's specific policy, which will be detailed in your confirmation email (Free Cancellation Date).

4. Company-Initiated Cancellation

In cases of Force Majeure (Natural disasters, epidemics, war, flight cancellations...), sunsetstoryhotel.com will:

• Promptly notify the customer.

• Support rescheduling to a suitable time.

• If rescheduling is not possible, a refund will be issued minus non-refundable fees from partners (e.g., airline deposits, insurance).

5. Refund Process

• Timeframe: Within 03 to 15 business days.

• Method: Refunded to the original account or card used for payment.

6. Support Contact

• Hotline: 0934558455/ 0921836789 

• Email: cskh@sunsetstoryhotel.com

• Address: 2nd Floor, No. 122, Trinh Dinh Cuu Street, Dinh Cong Ward, Hoang Mai District, Hanoi, Vietnam.