Terms & Policies

Phu Quoc Go

Elevating Your Phu Quoc Experience

TERMS & CONDITIONS OF SERVICE

At Phu Quoc Go, we believe that a memorable journey begins with transparency. This document is designed to help you clearly understand your rights, obligations, and the policies that apply when using our services. Please read it carefully before confirming your tour booking.

1. PAYMENT POLICY

1.1. Currency & Deposit

All tour prices are listed and payable in Vietnamese Dong (VND). To confirm your booking, you are required to pay a deposit as follows:

Day tours (island tours, speedboat tours, exploration tours, shared tours, or private tours): 30% deposit of the service value.
Service combos, multi-day tours, group tours, or programs of a specialized nature: A deposit of 30% to 70%, depending on the departure date, number of guests, and supplier requirements.
All-inclusive packages under current programs: A deposit of up to 80% of the service value may be required.

The specific deposit amount will be communicated by our consultant at the time of booking confirmation.

1.2. Payment of the Remaining Balance

The remaining balance is to be paid according to the following schedule:

Individual guests, day tours: Payable on the day the service commences.
Contracted group guests: Payable on the final day of the program.

1.3. Payment Methods

Bank transfer:

Account holder: HO KINH DOANH PHU QUOC GO
Bank: MB MILITARY COMMERCIAL JOINT STOCK BANK | MBBANK
Account number: 29629686868
Transfer note: Full name + Phone number + Departure date

Online payment: Via our website or Visa/Mastercard (please contact our staff for assistance).

Cash: Paid directly to your tour guide or at our office on the day of departure.

Please note: In the event of late payment, Phu Quoc Go reserves the right to withhold services or apply the corresponding cancellation policy.

2. SERVICE COLLECTION GUIDELINES

2.1. Booking Confirmation

Once your deposit has been received, you will receive a booking confirmation via Zalo, email, or a message from the staff member in charge.
Please review the details carefully: name, departure date, number of guests, tour program, and any special notes. If you notice any errors, please respond within 24 hours.
A booking is considered official once Phu Quoc Go sends a written or message confirmation.

2.2. Pick-up Point & Departure Time

The exact pick-up location and time will be confirmed at least 01 day before departure via Zalo or phone.
Please arrive at the pick-up point at least 10–15 minutes before the departure time.
Phu Quoc Go is not responsible if you do not receive notifications due to inaccurate contact information provided.

2.3. Documents & Items to Bring

Valid personal identification (ID card/Passport) – mandatory for certain tours and transfer services.
Tour confirmation voucher (printed copy or photo on your phone).
Sunscreen, swimwear, a hat, and personal items suitable for outdoor activities.
Motion sickness medication (if needed) for speedboat and island tours.

3. CANCELLATION POLICY

3.1. Determining the Time of Cancellation

All cancellation requests must be officially submitted via email, Zalo message, or directly through the staff member in charge, and acknowledged by Phu Quoc Go. The time of cancellation is calculated from the moment Phu Quoc Go receives the notification, based on the calendar date (including public holidays and weekends).

3.2. Shared Day Tours

(Island tours, speedboat tours, day exploration tours, shared tours)

Cancellation at least 01 day before departure: Free of charge – full deposit refunded.
Cancellation on the day of departure or non-attendance (No Show): 100% of the deposit is charged.

3.3. Private Tours & Multi-day Combos

Free cancellation does not apply, as services have already been reserved and prepaid with multiple suppliers.
In case of cancellation: 100% of the deposit is charged.
Phu Quoc Go may consider supporting a date change or service substitution if actual conditions allow, though this is not a mandatory obligation.

3.4. Multi-day Land Tours & Custom-designed Tours

Cancellation at least 07 days before departure: Free of charge.
Cancellation within 07 days before departure: 30% of the tour value or 100% of the deposit is charged, whichever is lower.

3.5. Group Tours & Organizational Contracts

Governed by the cancellation terms stated in the signed contract.
Where the contract does not specify: 100% of the deposit is charged if the guest cancels.

3.6. Individual Services

(Transfers, entrance tickets, tour guides, custom-booked services)

In case of cancellation: 100% of the deposit is charged.
If no costs have yet been incurred and the supplier agrees, Phu Quoc Go will consider providing support on a case-by-case basis.

4. REFUND POLICY

4.1. Refund Timeline

Phu Quoc Go aims to process refunds within 07 working days from the moment both parties confirm the refundable amount.
The maximum timeframe is 14 working days in cases requiring reconciliation with suppliers.
Should the process be delayed by a third party, Phu Quoc Go will proactively notify you and provide updates on the progress.

4.2. Non-refundable or Hard-to-refund Services

Certain services, once confirmed, may not be fully refundable, including but not limited to: issued entrance tickets, transportation tickets, special accommodation, and supplier-exclusive services. Our staff will clearly explain these items at the time of sale.

4.3. Cancellation by Phu Quoc Go

Insufficient number of guests to operate the tour: Notice given at least 01 day in advance; guests may choose to reschedule, switch tours, or receive a full deposit refund free of charge.
Adverse weather conditions (Border guard prohibits speedboats from setting out, storms, tropical depressions, etc.): Guests may reschedule or receive a full deposit refund free of charge.

5. EXCHANGE & SERVICE ADJUSTMENT POLICY

5.1. Rescheduling Your Service

Phu Quoc Go always prioritizes helping you reschedule if actual conditions and the supplier allow.
Rescheduling depends on: availability, type of service, and the time of notice.
If approved, you may be responsible for any price difference (if applicable).

5.2. Switching to a Different Program

You may request to switch to an alternative program. Phu Quoc Go will consider providing support based on: availability of the new program, supplier approval, and whether the previous service has incurred any non-refundable costs.
If the new program is more expensive: You pay the price difference.
If the new program is less expensive: The price difference will be handled according to the actual conditions of the booking.

5.3. Changing Participants

A change of participant is permitted with advance notice, provided it does not affect the conditions of service delivery.
The replacement participant must meet all requirements: age, documentation, health, and supplier conditions.
Any name-change fees charged by the supplier (if applicable) are payable by you.

5.4. Reserving Service Value

Where appropriate, Phu Quoc Go may help retain the service value in lieu of a direct refund.
The maximum reservation period is 06 months from the date of confirmation.
Reservation applies only when the actual service can still be adjusted and the supplier agrees.

6. NO SHOW & LATE ARRIVAL POLICY

In the event that you do not arrive on time at the correct departure point as notified by Phu Quoc Go:

No Show (failure to appear without notice): All deposits and payments made are forfeited and non-refundable.
Late arrival that disrupts the schedule of the entire group: The guest may be deemed to have voluntarily forfeited the service and shall bear all costs.
Phu Quoc Go will prioritize maintaining the schedule and protecting the interests of the group; re-joining will only be supported if actual conditions allow.
If you are supported in continuing to participate after arriving late: You will bear any actual additional costs incurred (private vehicle, transfers, service changes, etc.).

Guests who leave the group or abandon the tour midway: Any unused portion of the service will not be refunded.

7. FORCE MAJEURE

Force majeure events include: natural disasters, storms, tropical depressions, sea travel bans, epidemics, changes in government policy, security incidents, and other objective situations beyond the reasonable control of Phu Quoc Go.

Resolution principles in order of priority:

Priority 1: Reschedule the service.
Priority 2: Switch to another suitable service / program.
Priority 3: Refund the unused portion of costs after deducting any actual, non-refundable expenses already incurred.

8. SPECIAL CIRCUMSTANCES ON THE GUEST’S SIDE

For situations arising on the guest’s side – such as illness, accidents, flight cancellations, or personal or family reasons – Phu Quoc Go will make every effort to provide maximum support within our means. However, for actual costs already incurred that are irreversible, you remain responsible for payment.

In such cases, Phu Quoc Go will work together with you to find a suitable solution: rescheduling, changing services, reserving the value, or minimizing any losses to the greatest extent possible.

9. OTHER RESTRICTIVE POLICIES

9.1. Health & Age

Some activities (scuba diving, thrill rides, mountain climbing, etc.) have age limits and health requirements. You must truthfully declare your health condition when booking.
Children under 12 must be accompanied by an adult. Pregnant women and individuals with pre-existing heart or blood pressure conditions should consult a doctor before registering for water-activity tours.
Phu Quoc Go is not responsible for cases where health conditions are not accurately declared.

9.2. Conduct & Code of Behavior

You are responsible for complying with local regulations, tourist site rules, and the guidance of Phu Quoc Go staff throughout the journey.
Phu Quoc Go reserves the right to refuse or terminate service early for any guest whose behavior affects the safety, order, or interests of other guests. In such cases, no costs will be refunded.

9.3. Imagery & Privacy

Phu Quoc Go may record videos and take photographs during the tour for marketing and internal communication purposes.
If you do not wish to appear in promotional images/videos, please notify the staff member in charge before the departure date.

9.4. Personal Belongings & Insurance

Phu Quoc Go is not responsible for the loss or misplacement of personal belongings during the tour.
We encourage you to purchase travel insurance before your trip, especially for multi-day tours or adventure activities.

10. COMPLAINTS & COMPENSATION

If you are dissatisfied with our services, please let us know during or immediately after your journey through our official contact channels so that Phu Quoc Go can address the matter promptly.

Step 1: Contact the staff member in charge or the tour guide serving you directly.
Step 2: Submit a complaint to our Customer Care department if the matter has not been satisfactorily resolved.

Customer Care contact information:

Hotline: 0965 669 340 (8:00 AM – 10:00 PM daily)
Email: phuquocgo.travel@gmail.com
Zalo / WhatsApp: 0965 669 340 Any compensation policy (if applicable) will be resolved in a spirit of good faith and mutual respect between both parties.

11. PHU QUOC GO’S COMMITMENT

Phu Quoc Go is committed to always placing your experience and interests first. In every situation that arises, we prioritize finding flexible solutions – whether rescheduling, changing the program, or minimizing losses.

For actual non-refundable costs already incurred, we are ready to provide full, transparent documentation for your peace of mind.

” Phu Quoc Go – Your companion on every journey to discover Pearl Island!”

This document is effective from the date of issue and is updated periodically.