Effective date: [INSERT PUBLICATION DATE]

Last updated: [INSERT LAST UPDATED DATE]

These Terms and Conditions govern bookings and payments made through vangviengadventure.com.

By making a booking, submitting payment, or using our services, you confirm that you have read, understood, and agreed to these Terms and Conditions.

#1. About Us

The website vangviengadventure.com is operated by:

Legal business name: [LEGAL ENTITY NAME EXACTLY AS SHOWN ON BUSINESS LICENCE]
Trading name: VLT Tours / Vang Vieng Adventure
Enterprise registration number: [REGISTRATION NUMBER]
Tax identification number: [TAX NUMBER]
Registered address: VLT Tours, Kangmuang, Vang Vieng 10060, Lao PDR
Telephone/WhatsApp: +856 20 2329 2329
Email: [CUSTOMER SERVICE EMAIL ADDRESS]

In these Terms, “Vang Vieng Adventure,” “VLT Tours,” “we,” “us,” and “our” refer to the legal business identified above. “Customer,” “you,” and “your” refer to the person making the booking and every participant included in that booking.

#2. Our Services

We arrange and sell tourism services in Laos, including hot-air balloon flights, paramotor flights, adventure activities, tours, transfers and transport services.

Some services may be operated directly by us, while others may be provided by licensed third-party operators, transport providers or activity suppliers. Where a third party operates a service, its safety rules and operational requirements also apply.

The description, itinerary, inclusions, exclusions, price, deposit and any product-specific conditions shown on the relevant product page form part of your booking agreement.

#3. Eligibility to Book

The person making a booking must:

• Be at least 18 years old;
• Have the legal authority to make the booking;
• Provide complete and accurate information;
• Be authorised to use the selected payment method; and
• Accept these Terms on behalf of every participant included in the booking.

You are responsible for ensuring that all participants understand these Terms and receive all relevant booking information.

#4. Booking and Confirmation

Submitting an order or payment request does not automatically confirm availability.

A booking becomes confirmed only after:

1. We receive successful payment or the required deposit;
2. We verify availability with the relevant operator or supplier; and
3. We issue a booking confirmation by email, WhatsApp or through the website.

If the requested service is unavailable, we will offer an alternative date or service. If you do not accept the alternative, we will refund the amount paid for the unavailable service.

Please check your confirmation immediately and notify us promptly if any information is incorrect.

#5. Prices and Currency

Prices are displayed in the currency indicated on the product page or at checkout. The final amount and transaction currency will be shown before you authorise payment.

Unless stated otherwise, the advertised price includes the services specifically listed under the product’s inclusions. Personal expenses, visas, meals, additional transport, optional activities, gratuities and other items not expressly included are the customer’s responsibility.

If your card or bank account uses another currency, your bank or payment provider may apply its own exchange rate or foreign transaction fee. These charges are controlled by your financial institution and are not charged or retained by us.

We may correct obvious pricing or technical errors before confirming a booking. If this occurs after payment, you may accept the corrected price or receive a full refund.

#6. Deposits and Remaining Balances

Some services require only a deposit at the time of booking. The product page and checkout will show whether the amount being collected is:

• The full price; or
• A booking deposit, with a remaining balance payable later.

When a deposit is collected, you remain responsible for paying the outstanding balance at the time and by the method stated in your booking confirmation.

Failure to pay the remaining balance when due may be treated as a customer cancellation or no-show.

#7. Online Payments

Online card and QR-code payments are processed through the BCEL Online Payment Gateway or another payment service identified at checkout.

Depending on availability and approval, payment methods may include BCEL OnePay QR, Visa, Mastercard, JCB, UnionPay, American Express, Alipay or WeChat Pay.

By submitting payment, you confirm that:

• You are the authorised cardholder or account holder, or have the holder’s permission;
• The payment and billing information provided is accurate;
• You authorise the stated amount to be charged;
• You will complete any OTP, 3-D Secure or other authentication required by the payment provider; and
• The payment relates to a genuine booking made by you.

Your payment may be refused, delayed or reviewed where required for security, fraud prevention, regulatory compliance or payment-provider rules.

Payment card details entered on the secure payment page are processed by the payment gateway. We do not intentionally collect or store complete card numbers, card security codes or banking login credentials on our website.

The transaction may appear on your card or bank statement as:

[INSERT EXACT BCEL MERCHANT/STATEMENT DESCRIPTOR]

Please retain your booking confirmation and payment receipt.

#8. Payment Errors and Duplicate Transactions

A booking is not confirmed merely because funds appear to have been deducted. Confirmation is subject to receiving a successful payment notification and verifying the transaction.

If you believe that you have been charged incorrectly or more than once, contact us promptly with:

• Your name;
• Booking or order number;
• Transaction date and amount; and
• BCEL request ID, transaction ID or receipt number.

Do not send a complete card number, PIN, OTP or card security code by email or WhatsApp.

After verifying an incorrect duplicate transaction, we will arrange a void or refund through the applicable payment channel.

#9. Customer Cancellations

Unless a different cancellation policy was clearly displayed for a particular service before payment, the following general policy applies:

• Confirmed bookings are non-refundable when cancelled by the customer;
• Booking deposits are non-refundable after confirmation;
• Failure to attend, late arrival or failure to be present at the agreed pickup location is treated as a no-show and is non-refundable;
• Unused parts of a service are non-refundable; and
• Date or participant changes are subject to availability and may incur supplier or price-difference charges.

Requests to change or cancel a booking must be sent to us by email or WhatsApp. A request is not accepted until we confirm it in writing.

Any product-specific cancellation terms displayed before checkout will apply to that product. Nothing in this section limits rights that cannot legally be excluded under applicable law.

#10. Weather and Operator Cancellations

Balloon flights, paramotor flights and other outdoor activities depend on weather, visibility, safety and operational conditions. The pilot, guide, driver or operator has final authority to delay, modify or cancel an activity for safety or operational reasons.

If we or the operator cancel a service before it begins because of weather, safety, operational problems or lack of availability, you may choose:

• A replacement time or date, subject to availability; or
• A full refund of the amount you paid to us for the cancelled service.

A change to the flight path, pickup time, departure time, activity duration or itinerary caused by safety, weather, traffic or local conditions does not automatically entitle you to a refund if the main service is still provided.

#11. Refunds

Approved refunds for online payments will normally be submitted through the payment channel used for the original transaction, subject to BCEL and card-network procedures.

We will initiate an approved refund as promptly as reasonably possible. The time required for the funds to appear depends on BCEL, the card network, your issuing bank or the relevant QR-payment provider.

Refunds will be calculated using the original transaction amount and currency. Differences caused by your bank’s exchange rate, foreign transaction fee or currency conversion are outside our control.

If the original payment method cannot receive the refund, we will contact you to arrange a permitted alternative. We will not request your PIN, OTP or card security code to process a refund.

To request an eligible refund, contact us and provide your booking number, transaction reference and reason for the request.

#12. Chargebacks and Payment Disputes

Please contact us first if you do not recognise a transaction or believe a service was not provided as agreed. We will investigate and attempt to resolve the matter promptly.

You retain any rights provided by your issuing bank and applicable law. However, deliberately making a false chargeback claim or claiming that an authorised transaction was unauthorised may constitute fraud.

We may provide the payment provider or issuing bank with relevant evidence, including your order, acceptance of these Terms, payment record, communications, attendance record and proof that the booked service was supplied.

#13. Customer Responsibilities

You and all participants must:

• Arrive at the stated pickup or meeting point on time;
• Follow reasonable instructions from pilots, guides, drivers and operators;
• Behave safely and respectfully;
• Comply with applicable laws and site rules;
• Provide accurate hotel, contact and participant information;
• Carry required passports, visas, permits and travel documents;
• Inform us before the activity about relevant medical conditions, pregnancy, disability, medication or mobility limitations; and
• Avoid participating while affected by alcohol, illegal drugs or any condition that makes participation unsafe.

An operator may refuse participation where a person appears unfit, behaves dangerously, fails to follow instructions or does not meet the activity’s safety requirements. No refund is payable where participation is refused for these reasons.

#14. Adventure Activities and Health

Adventure tourism involves inherent risks, including changing weather, uneven terrain, water, heights, aviation, road travel and the actions of other participants.

You are responsible for deciding whether an activity is suitable for you. If you have a heart condition, epilepsy, diabetes, serious allergy, recent surgery, pregnancy or another condition that may affect safe participation, consult a qualified medical professional and tell us before booking.

The existence and scope of operator insurance varies between services. Unless a product page expressly says otherwise, you should not assume that personal travel, medical, accident, evacuation or cancellation insurance is included.

We strongly recommend obtaining comprehensive travel insurance covering all planned activities.

#15. Transport and Delays

Travel and pickup times are estimates and may be affected by weather, road conditions, traffic, checkpoints, mechanical problems and other circumstances.

You should allow sufficient time before connecting flights, trains, buses or other independently booked arrangements. Except where required by law, we are not responsible for the cost of missed connections or separate bookings resulting from delays outside our reasonable control.

#16. Third-Party Operators

Where we arrange a service supplied by another operator, that operator is responsible for performing the activity or transport service.

We select suppliers with reasonable care but cannot control every action of an independent operator. We remain responsible for our own booking and payment obligations and will assist customers with legitimate complaints concerning services booked through us.

Bookings made through another travel agency are governed by that agency’s payment, cancellation and refund conditions and should be addressed directly to that agency.

#17. Force Majeure

We are not liable for delay, alteration or failure caused by events beyond our reasonable control, including extreme weather, natural disaster, flood, fire, epidemic, government restriction, border closure, civil disturbance, strike, transport interruption or failure of essential infrastructure.

Where such an event prevents the main booked service from being supplied, we will offer the remedies required by applicable law and, where reasonably available, an alternative date, credit or refund.

#18. Liability

We will provide our booking services with reasonable care and skill.

To the maximum extent permitted by law, we are not responsible for indirect or consequential losses, loss of enjoyment, missed connections, or expenses arising from inaccurate information supplied by the customer or circumstances outside our reasonable control.

Nothing in these Terms excludes or limits liability that cannot legally be excluded, including liability arising from fraud, wilful misconduct, gross negligence, or death or personal injury where exclusion is prohibited by law.

#19. Privacy and Transaction Records

We collect booking, contact, participant and transaction-reference information to process reservations, provide services, prevent fraud, issue receipts, manage refunds and comply with legal, banking and accounting obligations.

Payment and booking records may be shared with BCEL, payment networks, issuing banks, tour operators and authorities where reasonably necessary to process the transaction or comply with law.

Our handling of personal information is further explained in our Privacy Policy:

https://vangviengadventure.com/privacy-policy/

#20. Website Information and Intellectual Property

We try to keep website descriptions, prices, schedules and photographs accurate. Minor changes may occur due to seasonal, safety or operational requirements.

Website text, branding, photographs and other original materials may not be copied or commercially reused without permission, except as allowed by law.

#21. Complaints

If you experience a problem, tell the operator or our staff as soon as possible so that we have an opportunity to assist you.

Formal complaints should be submitted within a reasonable time and should include your booking number, a description of the issue and any supporting evidence.

Contact:

VLT Tours / Vang Vieng Adventure
VLT Tours, Kangmuang, Vang Vieng 10060, Lao PDR
Telephone/WhatsApp: +856 20 2329 2329
Email: [CUSTOMER SERVICE EMAIL ADDRESS]

#22. Governing Law and Disputes

These Terms and your booking are governed by the laws of the Lao People’s Democratic Republic.

The parties will first attempt to resolve any dispute through good-faith negotiation. If the dispute cannot be resolved, it may be submitted to the competent courts of the Lao PDR, subject to any mandatory rights or jurisdiction available under applicable law.

#23. Changes to These Terms

We may update these Terms when our services, legal obligations or payment-provider requirements change.

The version accepted at the time of booking will normally govern that booking unless a change is required by law or benefits the customer. The current version and effective date will be published on this page.

#24. Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions will continue to apply.

#25. Acceptance

By selecting the Terms and Conditions checkbox, submitting an order or completing payment, you acknowledge that:

• You have reviewed the service description and price;
• You understand the applicable cancellation and refund policy;
• You authorise the payment;
• You are permitted to make the booking; and
• You accept these Terms and Conditions.