Last Updated: July 2026
At Beyond Hoi An, we understand that travel plans may change. This Cancellation & Refund Policy explains the terms under which cancellations, modifications, and refunds are handled for bookings made through our website.
1. General Policy
Cancellation and refund conditions may vary depending on the specific service booked, including tours, transportation, workshops, attraction tickets, or performance tickets.
The cancellation policy displayed on the individual product page shall take precedence over this general policy.
2. Tours, Activities and Workshops
Unless otherwise stated on the product page:
- More than 7 days before departure: 100% refund.
- 3–7 days before departure: 50% refund.
- Less than 72 hours before departure: No refund.
Refunds are calculated based on the total amount paid, excluding any non-refundable payment processing fees where applicable.
3. Private Transfers
For private car transfers:
- More than 48 hours before scheduled pickup: 100% refund.
- 24–48 hours before pickup: 50% refund.
- Less than 24 hours before pickup: No refund.
No refunds will be provided for no-shows, incorrect pickup information, or failure to arrive at the designated pickup location.
4. Show Tickets and Attraction Tickets
Tickets for performances, cultural shows, amusement parks, attractions, and special events are generally non-refundable once confirmed.
This includes but is not limited to:
- Hoi An Memories Show
- Teh Dar Show
- Ba Na Hills Tickets
- Other attraction entrance tickets
Date changes may be possible depending on the operator’s policy and ticket availability.
5. Customer No-Shows
No refunds will be issued if a customer:
- Fails to attend the tour or activity.
- Misses the scheduled departure time.
- Arrives late and cannot join the service.
- Provides incorrect booking information that results in service disruption.
6. Force Majeure and Weather Conditions
Certain tours and outdoor activities may be affected by weather conditions, natural disasters, government restrictions, transportation disruptions, or other circumstances beyond our control.
In such situations, Beyond Hoi An may:
- Reschedule the service;
- Offer an alternative service;
- Issue a partial or full refund;
- Provide travel credit for future use.
The resolution offered will depend on the circumstances and the policies of our suppliers and partners.
7. Booking Modifications
Requests to change dates, participant numbers, pickup locations, or other booking details must be submitted as early as possible.
Changes are subject to availability and may incur additional charges.
Beyond Hoi An cannot guarantee that requested modifications can be accommodated.
8. Refund Processing
Approved refunds will be processed using the original payment method whenever possible.
Depending on your bank, credit card provider, or payment gateway, refunds may take between 5 and 15 business days to appear in your account.
Beyond Hoi An is not responsible for delays caused by financial institutions or payment providers.
9. Complaints and Claims
Any issue encountered during a service must be reported immediately to your guide, driver, host, or local representative so that reasonable efforts can be made to resolve the matter during the experience.
If a complaint cannot be resolved on-site, customers must contact Beyond Hoi An by email as soon as possible after the service date.
Any complaint, compensation request, refund claim, or dispute must be submitted within fifteen (15) days following the completion date of the relevant service.
Claims submitted after this period may not be investigated, and Beyond Hoi An reserves the right to reject such claims.
10. Contact Us
For cancellation requests, refund inquiries, or complaints, please contact:
Beyond Hoi An
Email: beyondhoian@gmail.com
Website: www.beyondhoian.com
