24/7 SupportService Provision Method Policy
1. Scope of Service Provision
TourLuk provides a platform for customers to search, choose, book, and pay for travel services like tours, attraction tickets, experiences, transport, hotels, combos, or related services.
Services may be directly operated by TourLuk or fulfilled via partnerships. TourLuk is the hub for booking assistance, confirmations, customer care, and coordinating incident resolutions.
Detailed service info is published on the service page or in the voucher/confirmation email.
2. Online Service Provision Process
| Step | Content |
| Step 1 | Customer searches and selects a tour/service on tourluk.com. |
| Step 2 | Customer selects the usage date, number of guests, service type, pick-up/drop-off point, surcharges, and provides necessary information. |
| Step 3 | The system displays the total amount, applicable policies, and payment methods. |
| Step 4 | Customer pays or sends a reservation request according to each service’s conditions. |
| Step 5 | TourLuk checks the payment status and availability; if necessary, TourLuk reconfirms with the service provider partner. |
| Step 6 | TourLuk sends the booking confirmation, e-voucher, booking code, service usage instructions, and support channels to the customer. |
| Step 7 | Customer uses the service according to the date, time, location, and conditions stated in the confirmation/voucher. |
3. Format of Service Confirmation
Booking confirmation email sent to the customer-provided email address.
Reservation Code/Booking Code for customers and TourLuk to look up the transaction.
E-voucher or confirmation document if the service requires presentation at the usage point.
Messages, account notifications, Zalo/Messenger, or official customer care channels if deployed by TourLuk.
Contact info for guides, operators, pick-up points, gathering times, or other guide materials (if any).
4. Timing of Service Confirmation
For instant confirmation services, bookings are deemed confirmed when payment succeeds, and the system sends a valid voucher/confirmation.
For services requiring seat re-verification, bookings are deemed confirmed when TourLuk sends an availability confirmation notice to the customer.
If a service cannot be confirmed due to full capacity, schedule changes, price errors, or operational reasons, TourLuk will assist the customer in rescheduling, swapping services, or processing refunds per policy.
5. How Customers Use the Service
Present the booking code, e-voucher, confirmation document, or confirmation email when using the service.
Present valid IDs, passports, or related documents if the operator requires verification.
Arrive on time and at the right meeting point; self-arrange transport to the gathering point if the service excludes pick-up/drop-off.
Comply with rules set by TourLuk, service partners, guides, drivers, hotels, attractions, carriers, and local laws.
Notify TourLuk immediately if confirmations aren’t received, info is wrong, or difficulties arise during service usage.
6. Service Provision via TourLuk’s Partners
Part or all of the destination services may be performed by TourLuk’s domestic or international partners.
TourLuk transfers necessary info to partners to hold seats, verify guests, coordinate tours, issue vouchers, or handle incidents.
If a partner changes the schedule, cancels, or fails to provide the service, TourLuk will assist the customer in working with the partner to resolve the issue per policy.
TourLuk is not responsible for private off-system agreements between customers and partners if TourLuk does not confirm or participate in them.
7. Modifying Service Info Post-Confirmation
Customers can request changes to departure dates, guest numbers, passenger info, pick-up points, or services if individual tour conditions allow.
Changes depend on availability, specific service policies, notification deadlines, and incurred fees (if any).
Certain services like event tickets, fixed-date tickets, promos, last-minute tours, or non-refundable/nonchangeable services may prohibit modifications.
TourLuk will notify customers of change fees, price differences, and conditions before applying changes.
8. Absences, Late Arrivals, and Unused Services
Customers failing to appear at the confirmed time/location may be deemed no-shows.
In case of no-shows or severe delays preventing service usage, operators may refuse service, and payments might not be refunded.
Customers must proactively track meeting times, traffic conditions, required documents, and contact TourLuk immediately if facing a delay risk.
9. Support During Service Usage
TourLuk supports customers via contact channels announced on the website or in the voucher/confirmation email.
For ongoing tour incidents, customers should ideally contact the guide/operator first while notifying TourLuk to facilitate quick resolution.
TourLuk can assist by resending vouchers, verifying bookings, contacting partners, recording feedback, proposing alternate schedules, or guiding refund/cancellation procedures based on the specific case.
10. Force Majeure and Itinerary Changes
Itineraries, attractions, visitation sequences, or transport may change due to weather, traffic, safety, state requests, operational status, or force majeure events.
In such cases, TourLuk will endeavor to help customers work with relevant parties to arrange equivalent alternatives or process per individual service policies.
Used portions or non-refundable costs might not be refunded, unless specific policies or laws dictate otherwise.
11. Post-Confirmation Information Checking
Customers must immediately verify: full names, usage dates, guest numbers, service types, pick-up points, gathering times, phone numbers, emails, surcharges, and attached conditions.
If errors are found, customers must notify TourLuk as soon as possible. Corrections made past the deadline or right before usage may incur fees or be impossible.