24/7 SupportRights and Obligations of the Parties
1. Role of TourLuk
TourLuk is an OTA platform owned and operated by Ngoi Sao Group Investment and Tourism Joint Stock Company.
TourLuk provides travel products and services directly exploited by TourLuk or in cooperation with domestic and foreign service provider partners.
Tour, ticket, service info, itineraries, prices, usage conditions, and cancellation/refund policies are checked, standardized, edited, and published on the website by TourLuk.
TourLuk is the focal point for receiving booking requests, confirming payments, sending bookings/vouchers, supporting customers, receiving feedback, and coordinating the resolution of issues arising within the announced policies.
TourLuk does not operate an e-commerce marketplace model where partners open their own stores, list their own products, and transact directly with customers on tourluk.com.
2. Rights of TourLuk
Issue, amend, and publicize terms of use, transaction conditions, pricing policies, payment policies, service provision policies, refund/cancellation policies, privacy policies, and other operational regulations on the website.
Censor, edit, standardize, hide, or refuse to publish tour/service info if the content is incomplete, inaccurate, noncompliant with TourLuk standards, or risks violating the law.
Temporarily suspend sales, hide, or cancel products/services when fully booked, incorrectly priced, containing incorrect info, posing quality risks, requested by TourLuk’s service provider partners, experiencing force majeure, or upon request by competent state authorities.
Refuse to confirm or cancel bookings if the customer provides inaccurate info, cannot be contacted, fails to pay on time, engages in fraudulent transactions, abuses promotions, or violates website terms.
Require customers to provide necessary info to book services, verify payments, issue vouchers, process travel procedures, handle refunds/cancellations, or resolve complaints. Select, change, suspend, or terminate cooperation with TourLuk’s service provider partners when necessary to ensure quality, safety, legality, or operational efficiency.
Use transaction data, booking history, and valid documents for reconciliation, dispute resolution, and protecting the legitimate rights of TourLuk, customers, and related parties.
Protect intellectual property rights for brands, logos, interfaces, content, images, data, systems, and documents created or licensed by TourLuk.
3. Obligations of TourLuk
Publicize website owner info, transaction conditions, privacy policy, payment policy, pricing policy, service provision policy, cancellation/refund policy, and complaint resolution methods.
Provide honest, clear service information consistent with the confirmed data or data directly built by TourLuk.
Display important contents before customers make payments: service name, usage date, itinerary, price, inclusions/exclusions, surcharges, cancellation/change conditions, number of guests, contact info, and total payment amount.
Confirm bookings, send reservation codes/vouchers/usage instructions after customers complete payment or fulfill reservation conditions for each service.
Protect customer personal info and only share it with TourLuk’s service provider partners to the extent necessary to provide the service.
Receive, respond to, and assist in handling customer feedback, complaints, change requests, cancellations, or refund requests according to published procedures.
Coordinate with TourLuk’s service provider partners to handle incidents arising before, during, and after the trip within TourLuk’s scope of responsibility and reasonable control.
Store transaction records, booking codes, payments, vouchers, documents, communication histories, and processing results to serve reconciliation, accounting, customer support, and legal requirements.
Do not conduct business or publish services belonging to prohibited industries, violating intellectual property rights, untruthful, or causing severe confusion to customers.
4. Rights of the Customer
Be provided with important service info before booking tours or making payments.
Choose tours, tickets, travel services, departure dates, number of guests, room types, surcharges, payment methods, and valid options displayed by the system.
Receive booking confirmations, e-vouchers, service usage info, and necessary support after completing payment/confirmation conditions.
Request explanations regarding prices, surcharges, refund/cancellation policies, voucher usage conditions, and discount codes.
Send feedback, complaints, support requests, or refund requests according to the published policy and the law.
Have personal data protected and request to view, correct, restrict processing, or delete personal data within the limits of the law.
Enjoy consumer rights as prescribed by law if the service is not provided according to the confirmed info or if errors arise within TourLuk’s scope of responsibility.
5. Obligations of the Customer
Provide accurate, complete, and updated info when booking services: full name, phone number, email, departure date, number of guests, nationality, personal IDs, visa, special requests, and emergency contacts if necessary.
Take self-responsibility for the validity of passports, visas, entry permits, health conditions, age, insurance, and other personal documents as required by the destination country, carrier, and TourLuk’s service provider partners.
Pay fully and on time via the chosen method and according to the conditions of each booking.
Carefully check info on the confirmation email, voucher, booking code, departure date, pick-up point, gathering time, and passenger info; notify TourLuk immediately if errors are found.
Be present on time and at the correct location, comply with instructions from TourLuk, service partners, guides, drivers, carriers, hotels, attractions, and local laws.
Do not use the website, vouchers, discount codes, or TourLuk accounts to defraud, profiteer, spam, spread malware, attack systems, or infringe upon others’ rights.
Secure accounts, passwords, emails, phones, booking codes, vouchers, and service confirmation documents.
Provide evidence, info, and cooperate in good faith when disputes, complaints, refund requests, or feedback arise.
6. Working Principles with TourLuk’s Service Provider Partners
TourLuk has the right to select, evaluate, inspect, change, or cease cooperation with domestic and foreign service provider partners to ensure service quality and customer rights.
TourLuk’s service provider partners are responsible for providing accurate and timely info on itineraries, prices, usage conditions, availability, and applicable policies as agreed with TourLuk.
TourLuk’s service provider partners must provide services exactly as committed to TourLuk and coordinate to resolve incidents or customer feedback.
Commercial agreements, reconciliations, debts, costs, security, and internal responsibilities between TourLuk and service partners are governed by separate contracts/agreements and do not create store mechanisms or independent sellers on tourluk.com.
Customers contact and resolve arising issues through TourLuk via announced channels and policies, unless it is necessary to directly contact the guide/operating unit at the destination to handle emergency incidents.
7. General Limitation of Liability
TourLuk is not responsible for the decision to grant or refuse visas, entry permits, transit permits, or decisions by competent authorities in Vietnam or abroad.
TourLuk is not responsible if a customer is denied exit, entry, boarding (flight/ship/vehicle), or service usage due to faulty personal documents, visas, passports, incorrect passenger info, personal behavior, or decisions by competent authorities/units.
TourLuk is not liable for the loss, misplacement, or damage of customer luggage, personal property, documents, cash, or personal items, unless the law determines the fault belongs to TourLuk.
TourLuk is not responsible for flight delays, cancellations, schedule changes, transport changes, strikes, traffic jams, bad weather, natural disasters, epidemics, wars, terrorism, state agency requests, or force majeure events beyond reasonable control.
TourLuk is not responsible for costs incurred outside the services booked through TourLuk, such as private flight tickets, private hotels, private itineraries, personal expenses, opportunity losses, or indirect damages, unless specifically agreed upon or legally mandated otherwise.
TourLuk is not liable for transactions, payments, agreements, promotions, or services arising outside of TourLuk’s official website/channels unless confirmed by TourLuk in writing, email, or valid notice.