Hoi An Basket Boat Refund & Cancellation Policy

Cancellation by Customer

You may cancel your booking at any time. Refund eligibility depends on how far in advance the cancellation is made relative to the scheduled tour date and time.

All cancellation requests must be submitted in writing via email or messaging (WhatsApp/Facebook). Verbal cancellations are not accepted.

Refund Schedule

The following refund schedule applies to all paid bookings:

For cash on arrival bookings (unpaid), you may cancel at any time with no charge. Please notify us as early as possible so we can offer the slot to other guests.

How to Cancel

To request a cancellation, please contact us using one of the following methods:

• Email: Send a cancellation request to hoianbasketboat.info@gmail.com with your booking reference number.
• WhatsApp: Message us at +84 986 605 612 or +84 989 942 747.
• Facebook Messenger: Contact us via our Facebook page.

Please include your full name, booking reference number, tour date, and reason for cancellation. We will confirm your cancellation in writing within 4 business hours.

Rescheduling / Date Change

We are happy to reschedule your booking to a different date, subject to availability:

• Free rescheduling is available if requested at least 24 hours before the original tour date.
• Rescheduling requests made less than 24 hours before the tour will be treated as a cancellation and the refund policy above will apply.
• Each booking may be rescheduled up to 2 times free of charge. Additional changes may incur an administrative fee.
• The new date must be within 12 months of the original booking date.

Cancellation by Us

Hoi An Basket Boat reserves the right to cancel or reschedule a booking in the following circumstances:

• Severe weather conditions that make the tour unsafe to operate.
• Insufficient number of participants for group-based tours (minimum 2 guests required for some tours).
• Unforeseen circumstances such as guide illness, equipment failure, or events beyond our control.

In all cases where we cancel a confirmed, paid booking, you will receive a 100% full refund or the option to reschedule at no extra cost. We will notify you as early as possible (minimum 4 hours before tour time when possible).

Weather & Force Majeure

• If a tour is cancelled due to bad weather (typhoon, heavy rain, strong winds making conditions unsafe), you will receive a full refund or free rescheduling.
• Light rain does not constitute grounds for cancellation — our tours operate in light rain. We provide ponchos as needed.
• In cases of force majeure (natural disaster, government restriction, public health emergency, etc.), we will work with you to reschedule. Refunds will be issued if rescheduling is not possible.

Refund Processing

• VNPAY payments: Refunds are processed back to your original payment method within 5–10 business days, depending on your bank.
• Bank transfers: Refunds are returned to the originating bank account within 3–5 business days.
• Cash payments: Cash refunds are made in person at our office or via bank transfer on request.

We do not charge any processing fees for refunds. However, any bank transaction fees incurred during the original payment are non-refundable.

If you have not received your refund within the stated timeframe, please contact us at hoianbasketboat.info@gmail.com.

Contact Us

For cancellations, rescheduling, or refund inquiries, please contact us: