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 condition.
1. General Information
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 ALL services sold by Mekong Mosaic are subject to these general terms and conditions
unless otherwise agreed for a specific booking at quotation/booking time by email in which
case special/stricter conditions will override the general conditions
1.3 Confirmation of a booking constitutes full acceptance of these Terms & Conditions.
2. Services
2.1 Mekong Mosaic designs and delivers bespoke travel programs, which may be:
- a. Pre-established itineraries are published on our website, or
- b. 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. Pricing
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 after deducting applicable service cancellation fees (if any).
4. Reservations & Confirmation
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. Payments
5.1 Deposit. A deposit of 25% of the total trip cost is required to secure the booking. All flight
bookings only must be paid in full prior to ticketing. In peak season or for certain services
(flights, cruises, special hotels), a higher deposit may be required.
5.2 Balance. Unless otherwise agreed, the balance is due as per invoice latest 30 days prior
to arrival. If booked less than 30 days from arrival, full payment needs to be made upon receipt of the invoice.
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).
a. Clients may transfer funds directly to Mekong Mosaic’s designated bank account.
b. Bank details will be provided in the official invoice or contract.
c. 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).
a. The payment link will be sent to the client by email along with the invoice.
b. Confirmation of payment will be issued via email once the transaction is processed.
(iii) Western Union or MoneyGram (fees borne by client).
a. All transfer fees are borne by the client.
b. Full beneficiary details will be provided upon request.
c. Confirmation of receipt will be issued once the transfer has cleared.
Note: Bookings are only confirmed once the deposit is received. All fees or exchange
differences are the responsibility of the client.
6. Cancellation or Modification by the Client
6.1 Modifications
i. A request must be submitted in writing at least 14 days before depature.
ii. Any additional costs due to changes are payable by the client
6.2 Cancellations
Cancellation must be made in writing by email and be received in time (please keep in mind
weekends, public holidays, and different time zones on both ends).
The charges below apply unless different/special terms have been mentioned at
quotation/booking time through email. Any stricter terms mentioned will supersede the below
terms and conditions.
Charges for partial/total cancellations :
a. 31 days or more before arrival: 15% of total package cost
b. Between 30 and 15 days before arrival: 50% of total package cost
c. Between 14 and 7 days before arrival: 70% of total package cost
d. Less than 7 days before arrival/ No show/ Shortening/ cancelling on site: 100% of
total package cost
Refunds (if applicable) will be processed within 14 business days, minus bank charges.
7. Cancellation or Modification by Mekong Mosaic
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. Travel Documents & Insurance
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. Responsibiliities
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. Unused Services
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. Complaints & Disputes
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.