Terms and Conditions

PAYMENT AND POLICY
PAYMENT:
Basic public rates
All the prices for our cruises are quoted based on per person, not per cabin. Currency of public rates is US dollar.
Deposit and final payment
Tourists have to deposit 50% of the total cost before check-in date. Your reservation comes into effect once Swan Cruises receive your deposit. Swan Cruise will send you a booking confirmation through email. Currently, invoice will be sent to you through email to final your booking. The rest of total cost can be paid through some methods of payment which Swan Cruises company accepts.
Methods of payment : Pay in cash or by credit card
POLICY:
Charge for cancellation
Cancellation of guests:
Any cancellation has to be informed to Sale Department of Swan Boutique Cruises through email. The guests send the cancellation to email: cs@swancruiseshalong.com
The charge for the cancellation of guests is regulated as below:

No of customers

Charge 50%

Charge 75%

Charge 100%

From 1-4 cabins

Upon 3 days before check-in date

Upon 2 days before check-in date

Upon 24 hours before check-in date

Over 4 cabins

Upon 15 days before check-in date

Upon 10 days before check-in date

Upon 5 days before check-in date

Cancellation of Swan Boutique Cruises
We have right to cancel your booking under some unavoidable circumstances like: bad weather, wars, strife, industrial disputes, natural disasters, terrorism, or order from the Local Authority. We have to cancel your trip due to such situations in order to guarantee the safety of our tourists. The policies will be applied for the bad weather as below:
a. If the cancellation has just been informed before the guests leave Hanoi so as to come to Ha Long Bay( and the guests have not used any service of Swan Cruises yet): 100% refund.
b. If the cancellation is informed at any time during the trip (guests have already used one or more than one service such as transfer, lunch, day trip, hotel in Ha Long…): The guests only have to pay for those used services and Swan Cruises will refund the rest.
c. If the cancellation is informed before 8:00 A.M of the second day, the trip will be cut down from 3 days 2 nights to 2 days 1 night. And the guests have to pay for 2-day-1-night trip.
d. If the cancellation is informed when the guests have already had first night and second day on DAY CRUISE (Sunset) until 3:00-5:00 P.M, the guests will be charged 75% package 3 days 2 nights.
e. The cancellation is announced ONLY by Quang Ninh Local Port Authority and often in short notice of time. Therefore, your understandings in these situations are highly appreciated.

Insurance and liability
Swan Cruises Company accepts no responsibility for any loss, injury, damage or delay due to natural disaster, politic actions, bad weather or any unavoidable circumstance. Travel insurance and medical precaution are essential. Your travel insurance must provide to against personal accident, medical expenses, emergent repatriation and personal liability. We strongly recommend that you hire a travel insurance for any trips.

Children policy
Children under 5 years old are FOC in case of sharing bed with their parents.
b. Children from 5 to 8 years old are charged 50% in case of sharing the bed with their parents. If the children use an extra bed in room, the children will be charged 75%.
c. Children from 9 to 11 years old are charged 75% in case of sharing bed with their parents.
d. If two children under 12 stay in a separate cabin, they will be charge 75%. From 11 years old and above, they will be charged as adults.

Policy of booking confirmation
All booking confirmations are confirmed by email or fax. In case, the booking confirmation is not possible due to any unavoidable situation, we will inform you the status of your booking in the time of reservation.

Information of tourists
Tourists are requested to send us some personal information via email including full name, date of birth, gender, nationality, passport number, Vietnam visa expiry date, contact number at least 24 hours before check-in hour.
The personal information will only be used for the cruising registration with the Local Authorities, and will not be shared or used for any commercial purpose.
The company may photograph, film, record images of the tourists during their transportation, during the time of activities in the trip. Those images may be used for social media campaigns and published for marketing activities.
If the tourists do not want their images are used, the tourists can announce directly their Swan Cruise member who will do her/his best to exclude those guests from the images taken. For any questions or concerns with regard to our services after finishing the excursion, please contact us by email cs@swancruiseshalong.com

PRIVATE POLICY
What is your personal information used for?
You are not required to provide us any personal information unless you choose us to make a purchase.
a) Making a Purchase
In order to book a tour with Swan Cruises, you must provide us with real personal information including:
• Your full name
• Your credit or debit card details
• Your email
• Your telephone number
If you want to book the tour for another or others, you need to make sure that he/she or they agrees/agree. We guarantee that the information of your reservation is available to you or others authorized by you.
We only use your telephone number to inform you of changes or problems which may affect on your booking or trip such as flight delay, bad weather, and the unavoidable situations… We may message you so as to provide you the information updated. When you provide us your mobile telephone number as a contact number for the trip, you agree with us that you can receive calls or messages from Swan Cruises in relation to your booking. If you do not wish to receive those calls and messages on your mobile phone, please provide us another telephone number.

b) Automatic Logging of Session Data
We automatically log generic information about your computer and your computer’s connection to the Internet, which we call “session data”. Session data consists of device information, IP address, operating system and browser software information, and all the activities conducted by the user while using Swan Cruises. An IP address is a number which lets the computer attach to the Internet, such as our web servers, know where to send data back to the user, such as the pages of the site the user wishes to view.
We collect session data because it helps us analyze such things as:
• what items visitors are likely to click on most.
• the way visitors are clicking through the site
• how many visitors are going to various pages on the site.
• how long visitors to the site are staying and how often they are visiting.
Diagnose problems with our servers and lets us better administer our systems. It is possible to determine from an IP address a visitor’s Internet Service Provider (ISP) and the approximate geographic location of his or her point of connectivity.

c) Cookies

“Cookies” are small pieces of information which are stored by your browser on your computer’s hard drive. Cookies allow us to serve you better and more efficiently. We use cookies to personalize your experience on Swan Cruises. These types of cookies allow us to track certain things like your language preference and departure city etc. We may also use such cookies to display an advertisement to you focusing on destinations that we think you might be interested in.
Most web browsers automatically accept cookies. By changing the options on your web browser or using certain software programs, you can control how and whether cookies will be accepted by your browser. Swan Cruises supports your right to block any unwanted Internet activity, especially that of unscrupulous websites. However, blocking our cookies may disable certain features on our site and may make it impossible to purchase or use certain services available on the site. Please note that it is possible to block cookie activity from certain web sites while permitting cookies from sites you trust like Swan Cruises.

d) Third Party Services
We may allow you to access third party services, such as Facebook and Twitter, that enable you to share your selected Submitted Content with those services, and import information about who you are connected with on those other services so you can connect with them using our service. Some of those third party services may also provide us with information from your accounts, and are there to enhance and personalize your use of the Swan Cruises Service. For example, you can allow Facebook to tell us who your Facebook friends are so you can follow their activity. You can, at any time, adjust your Facebook settings to remove this feature, by changing your preferences on the site. You can also further modify your privacy settings with those other services directly.

e) Location-specific information
If you use our location-enabled products and services you may be sending us location information. This information may reveal your actual location, such as GPS data, or it may not, such as when you submit an address to look at hotel choices in that location. We use your location information to process and personalize your requests, such as by pre-filling the city name when you are searching for a nearby hotel. We also use location information for support, to develop new features, a better user experience and to improve the overall quality of Swan Cruises.

f) Other
From time to time we may add or enhance services available using Swan Cruises. To the extent these services are provided and used by you, we will use the information you provide to facilitate the service requested. For example, if you email us with a question, we will use information such as your email address, name and the nature of the question, to respond to your question. We may also store such information to assist us in making the Swan Cruises service better and easier to use.

 

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