Travel plans can change. If you need to cancel or change your booking, please contact Rento Travel as soon as possible. This policy explains how deposits, cancellations, and refunds are handled.
All times are based on Vietnam time. The payment and cancellation terms for your booking will also be shown in your booking confirmation.
Private tours and private transfers
Payment terms depend on the service you book. Many private transfers allow you to pay cash directly to the driver. Some bookings require a deposit to confirm the service.
Cash payment and required deposits
Most private transfers can be paid in cash to the driver. You do not need to pay the full price in advance when cash payment is available.
A 25% deposit is required for some bookings that need special arrangements. This may include:
- Transfers over 500 km when the driver must travel to the pick-up city one day in advance.
- Pick-ups from a cruise port or seaport.
- Other services where the driver, vehicle, or supplier must be arranged in advance.
Your quote or booking confirmation will state whether a deposit is required and when the remaining balance is due.
Cancellation of a booking with a 25% deposit
| When you cancel | What happens |
|---|---|
| More than 48 hours before pick-up | We refund the deposit, minus any non-refundable payment fees or supplier costs already paid for your booking. |
| 24 to 48 hours before pick-up | The deposit is not refundable. No further payment is due, unless your booking confirmation states otherwise. |
| Less than 24 hours before pick-up | The deposit is not refundable. A call-out fee may also apply if the driver has already started travelling to your pick-up point. |
| At pick-up time, or after the driver arrives | The deposit is not refundable. This may be treated as a no-show, and a call-out fee may also apply. |
Same-day cancellations, no-shows, and pick-up changes
If you cancel on the day of service, are not at the agreed pick-up point, or change the pick-up location after the driver has left, a call-out fee may apply:
- City transfers and city tours: VND 250,000
- Transfers from one city to another: VND 500,000
These fees apply when the driver has already been sent to the agreed pick-up point. If you tell us about a change before the driver leaves, we will try to update the arrangements without charging this fee.
A no-show means you do not arrive at the agreed pick-up point and Rento Travel cannot reach you using the contact details in your booking. For a booking with a deposit, the deposit is not refundable. For a cash-payment booking, the applicable call-out fee may still be charged. Any remaining balance is due only if this was clearly stated in your booking confirmation or agreed before you booked.
Driver details and confirmation
Rento Travel will usually contact you within 24 hours before pick-up to confirm the arrangements and send the driver’s details. Please check your messages and reply. If your hotel, pick-up time, or travel plans have changed, tell us as soon as possible.
Group tours
Group tours may include transport, tickets, meals, guides, or other services booked in advance.
| When you cancel | What happens |
|---|---|
| More than 72 hours before the tour | We refund the amount paid, minus non-refundable payment fees and supplier costs already paid for your booking. |
| 24 to 72 hours before the tour | We refund 50% of the amount paid, after deducting any non-refundable supplier costs. |
| Less than 24 hours before the tour, or no-show | No refund is given. Any unpaid balance is due only if this was stated in your booking confirmation. |
Some tickets or other services may have stricter cancellation rules. If so, we will show those rules in your booking confirmation.
Bookings during Tết (Lunar New Year)
During Tết, restaurants, hotels, tour guides, and drivers may charge a surcharge of 15% to 30% because demand is high. The exact surcharge depends on the service and will be shown in your quote before you confirm the booking.
Other costs, such as entrance tickets, may not have a Tết surcharge. However, ticket refund rules depend on the ticket provider. If a ticket or service cannot be refunded, that non-refundable cost will be deducted from any refund.
Some Tết bookings require full payment in advance. Others may require a deposit. Cancellation terms can also be stricter because suppliers may ask for advance payment or set earlier cancellation deadlines.
For some bookings, tour guide and driver services may need to be cancelled at least 20 to 30 days before the service date to qualify for a refund. The exact deadline and any cancellation charge depend on the supplier. We will state the applicable terms in your quote or booking confirmation before you pay. If you cancel after the supplier’s deadline, its non-refundable charge will be deducted from any refund. We will return any refundable amount after confirming it with the supplier.
In 2027, Lunar New Year’s Eve is 5 February, and the first day of Tết is 6 February. Tết surcharges apply to bookings from 4 to 10 February 2027.
Changes to your booking
Please contact Rento Travel as soon as you know that your travel date, pick-up time, hotel, or other details have changed. We will try to help, but changes may not be possible once the driver, guide, tickets, or other services have been arranged.
If Rento Travel cancels
If Rento Travel must cancel your service and cannot offer a suitable replacement, we will refund the amount you paid for the cancelled service.
How to cancel
Send your cancellation request by email or WhatsApp using the contact details in your booking confirmation. Your cancellation takes effect when Rento Travel receives your message and confirms it.
Refunds will be sent to the original payment method where possible. Any payment or transfer fees will be explained before the refund is processed.
If you have questions about the cancellation terms for your booking, please contact Rento Travel before confirming your reservation.