24/7 SupportPayment Policy
1. Payment Currency
The primary payment currency on the website is Vietnamese Dong (VND), unless the service page or payment gateway displays another currency accepted by TourLuk.
Some foreign prices (e.g., AUD/USD) may be displayed for reference or to reflect base prices in foreign markets.
The final payment amount is determined by the checkout screen and booking confirmation.
Customers bear responsibility for currency conversion fees, issuing bank fees, or international transaction fees if applied by the bank/payment gateway.
2. Accepted Payment Methods
Bank transfers according to account details announced or provided by TourLuk during the booking process.
Automated bank transfers/auto-reconciliation via SePay or equivalent solutions if activated on the website.
Credit/debit cards or online payment gateways like Visa, Mastercard, OnePay, or other partners if deployed byTourLuk.
Payment via vouchers, discount codes, or promotional balances if possessed by the customer and permitted by application conditions.
Other payment methods officially announced on the website or confirmed by TourLuk via valid written/email/message formats.
3. Payment Process
| Step | Description |
| Step 1 | Customer selects the service, usage date, number of guests, and related options. |
| Step 2 | The system displays the price, surcharges, discounts, total amount, and payment conditions before the customer confirms. |
| Step 3 | Customer makes the payment according to the selected method. |
| Step 4 | After the transaction is successfully recorded, TourLuk checks availability and sends the booking confirmation/voucher according to each service’s conditions. |
| Step 5 | For services requiring confirmation, successful payment does not always mean the service has been confirmed if the service page states a “pending confirmation” or “confirmation required” condition |
4. Combined Payments
Customers can use discount codes, vouchers, or balances granted by TourLuk to pay for a portion or the entirety of an order if application conditions allow.
If the balance/voucher is less than the total amount, the customer must pay the remainder using a supported payment method.
Vouchers and discount codes have no cash exchange value unless TourLuk has a separate policy or the law provides otherwise.
Each voucher/discount code may be limited by usage counts, expiry, applicable services, minimum order values, and non-cumulability conditions.
5. Payment Confirmation
A transaction is considered successfully paid when the system/payment gateway/bank records a success status, and TourLuk reconciles the amount matching the order code or transfer content.
Customers must write the correct transfer content/order code if paying via manual transfer to minimize reconciliation delays.
TourLuk may ask customers to provide payment receipts, statements, or transaction codes if the system fails to auto-record the payment.
Order code/booking code is TourLuk’s internal code; transaction code is generated by the bank, TourLuk’s website payment gateway, or SePay for cash flow reconciliation.
6. Failed, Pending, or Duplicate Transactions
If a payment fails, customers may retry or select a different method. Bookings may not hold seats without successful payment or seat-hold confirmation.
If deducted but not recorded by the system, customers must contact TourLuk and provide receipts/transaction codes to check with the bank/payment gateway.
In case of duplicate payments, TourLuk will verify and refund the duplicate portion post-reconciliation, minus bank/payment gateway fees if applicable policies demand deduction.
Verification time for error transactions depends on the bank, payment gateway, and transaction complexity.
7. Risk Control and Abnormal Transactions
TourLuk reserves the right to withhold booking confirmations, request additional verification, or reject transactions upon detecting signs of fraud, abnormal payments, invalid card usage, voucher abuse,
unauthorized access, or website term violations.
TourLuk may cancel bookings and process refunds via appropriate methods if a transaction is deemed risky, invalid, or subjected to clawback by the payment gateway/bank.
Customers are responsible for ensuring their payment methods are legally authorized for their use.
8. Payment Refunds
Refunds are executed per the Service Termination and Refund Policy, individual service cancellation/change conditions, and verification results with related parties.
The preferred refund method is returning funds to the original payment method if supported by the payment gateway/bank. If not possible, TourLuk may refund via bank transfer per agreement with the customer.
TourLuk’s internal refund processing time is typically 03 to 07 working days from when the request is approved and TourLuk has all necessary info/documents.
Time for funds to reach the customer’s account/card is usually 07 to 15 working days, depending on the bank, payment gateway, and method.
Transaction fees, bank fees, refund fees, or non-refundable costs may be deducted if the cancellation/refund stems from a customer request and announced policies permit.
9. Invoices, Documents, and Reconciliation
TourLuk stores payment info, transaction codes, payment statuses, refund receipts, partner payment receipts, and reconciliation data per accounting/tax rules and operational needs.
Customers can request invoices/documents per regulations. Invoice issuance info must be provided accurately and within the valid processing timeframe.
TourLuk may reject invoice adjustment requests if provided info is inaccurate, incomplete, or submitted beyond the system’s/accounting’s allowable timeframe.