CUSTOMER SERVICE POLICY

We always stick to our promises!

We guarantee:

Up-to-date, unbiased information and advice

The information about Southeast Asian travel that we provide will be as up-to-date, accurate and objective as we can make it. Although we are very proud of our heritage, we're also honest. If something isn't as good as it should be, we'll tell you - we don't want you to be disappointed. If you want very specific information, we'll try to find it for you.

Close contact and quick response

From the first time you contact Haivenu until your arrival in Southeast Asia, we'll be on hand every day to provide information or respond to your queries.

Our standard practice is to reply within a day. If it's a complicated matter, we'll respond immediately to tell you how long it will take. Throughout your stay in Southeast Asia, you'll be able to contact our head office in Hanoi from early to late, Monday to Friday.

We'll also provide you with a 24hr mobile 'phone contact number in case anything unforeseen crops up.

Your own personal tour operator

Once we've made contact, we'll allocate you a 24hr, seven day personal tour operator. He or she will work with you to design your itinerary and make the necessary arrangements, keeping you fully informed at all stages. From your arrival in Southeast Asia to the time you leave, your tour operator will monitor what is happening and re-check arrangements in advance to ensure that every element in your holiday runs smoothly and effortlessly.

First-rate guides

If you want someone to escort you during some, or all, of your visit, we'll provide you with a high-quality guide. We use only friendly, professional local nationals and ethnic minority women and men with plenty of experience, choosing them carefully to suit the itinerary and, most importantly, you! We usually use expert local guides because they have an in-depth knowledge of the area, but if you wish, you can have a general guide to accompany you throughout your tour.

Whether they are general or specialist, the quality of our guides will be good. Each will be highly responsible, fluent in your language, and skilled in 'interpreting' the heritage and life of the country you are visiting in an interesting and thought-provoking way. We don't employ 'walking guide books'!

Fair prices with no hidden extras

We apply a standard margin to all our tours. The amount we add is calculated to cover our costs and generate a modest profit, and never exceeds 20%. This applies to the agreed itinerary only - if you require help with, for example, a dinner reservation or arranging a ticket for an event, we won't add anything extra to the price quoted by the restaurant or box office.

If you ask us to make hotel or flight bookings only, the prices we quote will always be competitive and fully inclusive of all taxes and service - no hidden 'extras'. If you want to visit workshops or commercial outlets, there will be no obligation or pressure for you to buy anything - we don't make deals to receive commission.

The money you pay will be secure

When you book a tour with us, your money will be secure. For most clients the contract will be directly with Haivenu Vietnam. In the case of bookings through other companies such as Responsible Travel or Zicasso, among many others, the contract will be between yourself and the selling company, which will act as the principal and tour operator, with Haivenu Vietnam acting as our ground handler.

Protection from Haivenu Vietnam:

We are fully licensed by the Vietnam National Authority for Tourism (VNAT) as an International Tour Operator. The terms of our licence require us to place a substantial cash bond in a secure account. The account has two signatories - Haivenu and VNAT.

The money in the account is solely for compensating clients - VNAT will not allow us to withdraw money for any other purpose. If compensation has to be paid to a client, we are obliged to top up the bond to its original level immediately.

Haivenu Vietnam is affiliated to the Vietnam Tourism Association (VITA), the Pacific Asia Travel Association (PATA - Vietnam Chapter), and the American Society of Travel Agents (ASTA).

Privacy

Concerned about your privacy? We are!

Your e-mail address or any other information you give us is used only for correspondence relating to your holiday or tour - Haivenu doesn't rent, trade, or sell the personal information you provide.

If you send us a request for information, an itinerary, or a booking, we'll assume you're willing to provide the personal information that we require to design and manage your holiday or tour.

With the exceptions of breaches of local laws and/or international law and immigration regulations, and information necessary for sub-contractors to fulfil their responsibilities, anything you tell us will never be disclosed or made available to any third party without your willing permission.

After your tour, we'll contact you to ask for your for opinions and comments about your experience of travelling with Haivenu. Apart from seeking information to improve the quality of our services, we'll ask your permission to quote a sentence or two on our web site in a way that ensures your anonymity.The decision to assist us in this way is entirely yours – our request doesn't place you under any obligation.

We'll also ask if you would be willing to respond to telephone, e-mail or mail requests from potential customers seeking confirmation of our probity.The text on the page offering this service will include a disclaimer of any liability on your part. As above, this request does not place you under any obligation – feel free to say “No”.

Should any changes to this policy be necessary, they will be posted on this page.