Journey Information

TERMS & CONDITIONS

Chapa Express Train Services

Applicable to bookings made through chapaexpresstrain.com and other authorised channels

These Terms and Conditions govern the booking and use of services marketed under the Chapa Express Train brand. The service is developed and operated by TONKIN HERITAGE COMPANY LIMITED (Tax Identification Number: 0111601630), referred to in these Terms as, “Chapa”, “we”, “us” or “our”. When you book through https://chapaexpresstrain.com, Chapa Express Train is the service provider and contracting party, unless a separate written agreement expressly states otherwise.

Please read these Terms carefully before making a booking. By making a payment, you confirm that you have read and accepted these Terms. For group, corporate, charter or other specially negotiated bookings, a separate signed service agreement may apply. If it conflicts with these Terms, the signed agreement will prevail to the extent of the conflict.

1. General Terms

· These Terms set out the principal conditions governing bookings, payments, service delivery, changes, cancellations and the responsibilities of Chapa and the customer.

· These Terms are governed by the laws of Vietnam. Any dispute shall be submitted to a competent court in Vietnam, subject to any mandatory legal rights or procedures that apply.

· If a travel agent or other representative makes a booking on your behalf, that representative is responsible for ensuring that you are informed of these Terms and that accurate booking information is supplied.

· Where a separate written agreement has been signed for a group, corporate or charter service, that agreement will take precedence over these Terms where the two documents are inconsistent.

2. Reservations and Booking Confirmation

Bookings may be requested through the following channels:

· The official website: https://chapaexpresstrain.com

· Chapa's booking office at Hanoi Railway Station, 120 Le Duan Street, Van Mieu–Quoc Tu Giam Ward, Hanoi, Vietnam

· Authorised messaging channels, including WhatsApp, Zalo and Messenger

· Email or the telephone contact details published by Chapa

A booking is confirmed only after full payment has been received and Chapa has issued a booking confirmation and electronic voucher or e-ticket by email or another agreed channel. A payment instruction, enquiry or provisional reservation alone does not constitute a confirmed booking.

Customers must provide payment evidence, including the relevant transaction or confirmation reference, to the booking team within 24 hours of placing the booking if requested. Chapa may cancel or decline to honour a reservation where payment cannot be verified, subject to applicable law and the circumstances of the case.

3. Prices, Taxes and Inclusions

· Prices are charged in Vietnamese dong (VND) for transactions in Vietnam. Prices for international transactions may be quoted or converted into US dollars (USD). The applicable currency and amount will be shown during the booking or payment process.

· The services included in the price are those expressly identified as “Included” in the relevant service description or booking confirmation. Services identified as “Not Included”, and any other service not expressly included, are payable by the customer.

· Published prices will be adding 8% taxes, as stated in the source service terms. If a competent government authority changes an applicable tax or mandatory charge, the amount payable may be adjusted to reflect that change, subject to applicable law and any required notice.

· Chapa may cancel or correct a booking affected by an obvious pricing, system or service-description error. Where payment has already been taken, Chapa will contact the customer to explain the available resolution, subject to applicable law.

4. Passenger Eligibility and Service Changes

4.1. Children

· Children under five years of age AND lower than 112 cm may travel free of charge when sharing a bed with a parent or guardian, as specified in the booking terms.

· A full fare applies to children aged five or older, or children who are 112 cm or taller, according to the child policy provided in the source terms. If a child meets either threshold, the full fare applies.

Customers should disclose the ages and relevant details of all children when booking and contact Chapa if they are unsure which fare applies.

4.2. Changes Made by Chapa

If Chapa is unable to provide a confirmed service as booked, Chapa will seek to arrange an alternative of equivalent or higher standard at no additional charge. If only an alternative of a lower standard is available, Chapa will refund the difference in price. The available replacement options will be determined by Chapa based on operational availability and safety. If a customer chooses an option outside the alternatives offered by Chapa, the customer is responsible for any additional cost, unless otherwise required by law.

5. Amendments, Cancellations and No-Shows

Once an electronic voucher or e-ticket has been issued, customer-requested changes and cancellations are subject to the following fee schedule, calculated against the total booking value:

If Chapa cancels the Chapa Express Train service, Chapa will notify the customer and refund 100% of the amount paid for the cancelled service. The refund will normally be returned to the original credit card or payment method used for the transaction, where available.

5.1. Force Majeure and Operational Disruption

Chapa may need to cancel, delay or change a service because of circumstances beyond its reasonable control, including changes to domestic railway schedules, railway or vehicle technical incidents, severe weather, natural disasters, war, civil unrest, strikes, terrorism, government action or other force majeure events.

In such circumstances, Chapa will notify customers as soon as reasonably practicable and offer the options available under the circumstances, which may include rescheduling to another date or a refund of the amount paid. The specific remedy will be communicated to the customer and will be subject to applicable law and the operational circumstances.

5.2. Booking Integrity

· Chapa may cancel or amend a booking where payment-card details are invalid, fraud is suspected, the booking contains a material error, or the booking breaches these Terms, subject to applicable law.

· A replacement booking is not guaranteed and may be subject to the price and availability in effect when the new booking is made.

· Customers are responsible for checking the confirmation, passenger details, travel date and service information promptly after receiving them, and for notifying Chapa of any errors.

6. Payment Terms

· Full payment is required to confirm a booking, unless Chapa expressly agrees otherwise in writing.

· Customer-initiated cancellations and changes are subject to the fees in Section 5. Payments are otherwise non-refundable except where a refund is expressly provided under these Terms, in the booking confirmation, or required by applicable law.

· Customers are responsible for bank fees, card issuer charges, currency conversion costs and other payment-related charges imposed by their financial institutions.

· Accepted payment methods may include cash in VND or credit card at Chapa's Hanoi Railway Station office, and online payment through the payment gateway identified during checkout (including 9Pay, where available). Card transactions may incur bank or processing fees disclosed at the time of payment.

7. Travel Insurance

· The ticket price includes passenger insurance required under the applicable Vietnam railway industry arrangements, as stated in the source terms.

· Chapa recommends that customers purchase comprehensive travel insurance suitable for their trip, including cover for cancellation, baggage loss or damage, personal belongings, medical expenses and travel disruption.

Customers should review the policy wording, exclusions, coverage limits and claims procedures of any insurance policy they purchase. Any additional travel insurance is the customer’s responsibility.

8. Liability and Responsibilities

8.1. Chapa's Responsibilities

· Chapa will use reasonable care to provide the services expressly described on the website and in the booking confirmation.

· If a change to the departure schedule is caused by Chapa and is not attributable to a force majeure event, Chapa will assess and, where appropriate, pay reasonable additional costs, provide compensation, or refund the price of services not delivered, subject to applicable law and the circumstances.

· Some transport, accommodation and other travel services may be provided or operated by third parties. To the extent permitted by law, Chapa is not responsible for acts or omissions of independent third-party providers, or for losses caused by adverse weather, natural disasters, strikes, force majeure events or government requirements.

· Chapa may amend an itinerary or cancel a service where reasonably necessary for passenger safety, operational feasibility or service delivery. Chapa will communicate material changes as soon as reasonably practicable.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

8.2. Customer Responsibilities

· A person making a booking independently must be at least 18 years old.

· Customers must provide complete and accurate booking and passenger information and carry valid identification documents, such as a passport or Vietnamese identity card, as applicable, throughout the journey.

· Customers must comply with Vietnamese law, railway rules, staff instructions and reasonable safety requirements during the journey.

· Customers are responsible for the cost of loss of or damage to train equipment, furnishings or other property caused by them or by persons for whom they are responsible, to the extent permitted by law.

· Customers should arrive in good time for check-in and departure. Failure to check in by the applicable deadline may be treated as a no-show and may result in the fee set out in Section 5.

9. Vouchers, Personal Belongings and Other Notices

· Customers should present or exchange train vouchers only with Chapa staff or Chapa Express Train staff carrying valid identification.

· Customers are responsible for their personal belongings and should keep valuables, particularly passports, with them or under their direct supervision. Do not leave valuables unattended on the train.

· If property is lost or stolen, customers should notify Chapa staff promptly and, where appropriate, report the matter to the nearest competent police authority.

· Customers should follow any additional reasonable instructions supplied with their booking confirmation, e-ticket or pre-departure communications.

10. Contact and Interpretation

For booking questions, amendments or service-related assistance, please use the contact details published on https://chapaexpresstrain.com or the contact information in your booking confirmation.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in effect to the extent permitted by law. A failure by Chapa to enforce a provision on one occasion does not waive its right to enforce that provision later.

These Terms are intended to be read together with the applicable service description and booking confirmation. Where mandatory consumer protection rules apply, those rules prevail over any inconsistent provision of these Terms.

CHAPA EXPRESS TRAIN • www.chapaexpresstrain.com