Welcome to Mekong Mosaic Travel. Please read these Terms & Conditions carefully before booking. By accessing our website or confirming a reservation, you acknowledge that you have read, understood, and agreed to these conditions
1.1 These Terms & Conditions form an integral part of any contract between Mokong Mosaic Co., Ltd. (hereinafter referred to as “Mekong Mosaic”) and the customer (an individual or legal entity).
1.2 Unless otherwise stated in a separate signed agreement, all bookings are governed by these Terms & Conditions.
1.3 Confirmation of a booking constitutes full acceptance of these Terms & Conditions.
2.1 Mekong Mosaic designs and delivers bespoke travel programs, which may be:
- Pre-established itineraries are published on our website, or
- Personalized itineraries created in consultation with the client.
Services include but are not limited to: accommodation, guided tours, transportation, and selected activities. Additional services, such as visa assistance or special event arrangements, may be provided upon request. Additional fees may apply.
3.1 All Prices quoted are in US dollars (USD) unless otherwise specified
3.2 Prices remain valid for the duration specified in the invoice, quotation, or booking confirmation
3.3 In cases of significant external changes (exchange rate fluctuations, new taxes, increased transport/hotel costs, etc.), Mekong Mosaic reserves the right to adjust prices. Clients will be notified in writing
3.4 If the client refuses a price adjustment, Mekong Mosaic may cancel the booking and refund any deposits already paid
4.1 Bookings must be submitted via our website inquiry form, email, or WhatsApp.
4.2 A booking is only considered confirmed/valid once Mekong Mosaic issues a written confirmation by email
5.1 Deposit. A deposit of 25% of the total trip cost is required to secure the booking. In peak season or for certain services (flights, cruises, special hotels), a higher deposit may be required.
5.2 Balance. The remaining balance must be paid no later than the first day of the trip. Failure to pay the balance may result in cancellation without refund of the deposit.
5.3 Payment Methods.
(i) Bank Transfer (fees borne by client).
- Clients may transfer funds directly to Mekong Mosaic’s designated bank account.
- Bank details will be provided in the official invoice or contract.
- Bookings will be confirmed only once funds are received in our account.
(ii) Credit Card via secure online payment (bank fees: 3% Visa/Mastercard, 3.8% AMEX).
- The payment link will be sent to the client by email along with the invoice.
- Confirmation of payment will be issued via email once the transaction is processed.
(iii) On-site payment by Card (POS Terminal).
- Clients who prefer to pay upon arrival in Vietnam may use our electronic payment terminal (card machine) at our office.
- Bank charges are identical to online payments (3% Visa/MasterCard, 3.8% AMEX).
(iv) Western Union or MoneyGram (fees borne by client).
- All transfer fees are borne by the client.
- Full beneficiary details will be provided upon request.
- Confirmation of receipt will be issued once the transfer has cleared.
(v) Cash Payment (No additional fees apply)
- Cash payments in USD or VND are accepted at our office or by a designated Mekong Mosaic representative.
- For security reasons, clients are encouraged to request a receipt immediately upon making a cash payment.
Note: Bookings are only confirmed once the deposit is received. All fees or exchange differences are the responsibility of the client.
6.1 Modifications
- A requests must be submitted at least 14 days before depature.
- Any additional costs due to changes are payable by the client
6.2 Cancellations
(i) Cancellation fees apply as follows:
a. 30+ days before departure: 10% of total trip price
b. 15-30 days: 20%
c. 8–14 days before departure: 30%
d. 4–7 days before departure: 40%
e. Less than 72 hours before departure: 50%
Refunds (if applicable) will be processed within 14 business days, minus bank charges.
7.1 Mekong Mosaic may modify or cancel a trip in whole or in part due to force majeure (e.g., political unrest, natural disasters, epidemics, transport disruption).
7.2 In such cases, we will make every effort to offer suitable alternatives of equal value.
7.3 If cancellation is necessary, we will refund amounts paid, less any non-refundable costs already incurred with suppliers.
8.1 Clients are responsible for ensuring they hold valid passports (minimum 6 months validity, 2 blank pages) and visas for entry into Vietnam, Laos, Cambodia, or other destinations.
8.2 Mekong Mosaic is not responsible for denied entry or customs issues due to incomplete documents.
8.3 We strongly recommend that clients purchase comprehensive international travel insurance covering medical emergencies, trip cancellation, and repatriation.
9.1 Mekong Mosaic is responsible for delivering services as described in the confirmed itinerary.
9.2 Mekong Mosaic acts as an intermediary between clients and suppliers (airlines, hotels, transport providers, etc.) and cannot be held liable for their actions.
9.3 While we carefully select and monitor our partners, we are not responsible for delays, errors, or service failures beyond our control.
9.4 Activities involving physical effort (e.g., hiking, boat boarding, cave visits) are undertaken at the client’s own risk.
9.5 We are not responsible for loss, theft, or damage to personal property.
10. 1 No refunds will be made for services voluntarily not used by the client.
10.2 In cases of trip interruption due to illness, Mekong Mosaic will assist in obtaining partial refunds from providers (subject to their policies).
11.1 Any dissatisfaction should be reported immediately to the guide or Mekong Mosaic representative to allow corrective action.
11.2 Formal complaints must be submitted within 15 days after trip completion, with supporting evidence.
11.3 Disputes should first be resolved amicably.
11.4 If no agreement is reached, disputes will fall under the jurisdiction of the courts of Hanoi, Vietnam.