Information

1. GENERAL PROVISION

1. These Terms and Conditions establish the foundation of the contractual relationship between Chapa and you, outlining the rights, responsibilities, and limitations of both parties. We strongly recommend carefully reviewing these Terms and Conditions, along with all relevant content on our website, before making a booking.
2. Any issues or disputes arising from or relating to these Terms and Conditions between Chapa and you will be governed by Vietnamese law and resolved by a competent Vietnamese court.
3. By making deposit or final payment,you (or your travel agent, if applicable) confirm that have carefully read, understood, and fully accepted these Terms and Conditions.
4. In specific cases, such as bookings for groups, enterprises, or organizations, Chapa and the client may sign a separate, detailed contract in addition to these Terms and Conditions. In such cases, the signed contract will take precedence and serve as the final agreement.

2. BOOKING

1. Bookings can be made through the following channels:
2. At our office at Ha Noi station, 120 Le Duan Street, Hoan Kiem District, Ha Noi.
3. On our website www.chapaexpresstrain.com
4. Via Whatsapp, Zalo, or Messenger.
5. By email.
6. By mobile or telephone.
7. To complete a booking, full payment of the total service price is required. Chapa will confirm your booking and payment via email with an attached e-voucher.

3. SERVICE PRICE

1. Within Vietnam, service prices are calculated and paid in Vietnamese Dong (VND). For bookings made outside Vietnam, service prices may be calculated and paid in United States Dollars (USD).
2. Service prices are detailed in the "Include" and "Exclude" sections on our website (www.chapaexpresstrain.com). Chapa shall not be liable for any payments made for services not listed in the "Include" section.
3. The listed prices include applicable government taxes and a 5% service charge. However, these charges are subject to change by the government without prior notice.

4. TAXES AND SERVICE CHARGES

1. Chapa reserves the right to adjust taxes and service charges without prior notice if changes are mandated by the government.
2. All confidential rates are inclusive of taxes and service charges.

Pricing Errors

1. Chapa reserves the right to cancel any booking or contracts if incorrect pricing or service information is displayed

Children’s Policy:

1. Children aged 5 years and below travel free of charge when sharing existing berths with their parents.
2. Children over 5 years old or those who are at least 112 cm tall are required to purchase a full ticket.

Changes to services

In rare cases where cannot provide the confirmed, we arrange an alternative transfer option of equal or higher quality at no additional cost.

If an option of equal or higher quality is unavailable, a transfer of a lower standard may be provided, with the cost difference refunded to the guest.

 Gguest choosing a different standard than those offered will bearany additional costs.

5. CANCELLATION TERMS AND POLICIES

5.1. Cancellation Policy

1. Oncean e-voucher/e-ticket has been issued, cancellation fees apply as follows.
2.  30 days or more before the departure date: 35% of the booking amount .
3.  29 to 16 days before the departure date: 50% of the booking amount .
4.  15 days or less before the departure date: 100% of the booking amount .
5.   No-show: 100 % of the booking amount.

Chapa reserves the right to cancel bookings with prior notice, in which case a full refund (100% of the booking amount) will be provided. Refunds will be processed to the credit card used for the original purchase.

5.2. Amendment Policy:

1. 30 days or more before the departure: Guests may change their departure date free of charge by notifying us in advance.
2. Within 30 days of the departure: Modifications are subject to a charged 50% of the cancellation fee, based on the corresponding time frame.

For comprehensive support, please reach out to us via CHAPA's official support channels.

5.3. Force Majeure Circumstances

1. Chapa may cancel travel arrangements due to circumstances beyond our control, such as:
2. Force majeure events (e.g., changes in domestic transportation schedules,
3. Technical issues
4. War riots, strikes, natural disasters, or terrorist activities
5. In such cases, Chapa will promptly inform clients and provide the following options:
6.  Reschedule to an alternative date
7.  Full refund of the amount paid.

5.4.Addtional Conditions

1. All bookings with Chapa are subject to our Cancellation Policy.
2. Failure to check in on the booked departure date will result in a penalty as outlined in a cancellation fee as per the applicable rate .
3. Customers  opting to change the departure date will be subject to the penalty fee outlined in the Cancellation Policy .
4. Chapa reserves the right to cancel or modify bookings under the following circumstances:
5.  Invalid credit card provided by the customer.
6.  Detection of fraudulent or inappropriate activities.
7. Bookings containning errors or made by mistake.
8.  Non-compliance with Chapa’s Terms and Conditions.
9. In such cases, Chapa does not guarantee the availability of a new booking . Customers must rebook at the best available rate at the time of booking.

5.5 Customer Obligations

Customers must provide payment confirmation to the booking department within 48 hours of booking, including the booking confirmation number.

1. Customers are responsible for any bank fees or additional charged  incurred during the payment process.

6. NO-SHOW POLICY

The full booking amount will be charged for no-shows.

7. PAYMENT

7.1. Payme Requirements

1. Customers are required to make full payment at the time of booking.
2. Noted: All payments are non-refundable.

7.2. Payment Methods

1. - Full payment is required at the time of booking. All payments are non-refundable.

 Paymentt can be make via the following methods:

a. At our office: (Hanoi station, 120 Le Duan Street, Hoan Kiem District, Hanoi). Payment can be made in VND or by credit card (Visa/Mastercard). Payments by card are subject to a 3% fee.

b. Online payment via website: www.onepay.vn. Online payment incur a  3.6% transaction fee .

Note: Bank transfers: Any related bank charges or fees are borne by the client.

8. TRAIN INSURANCE

1. Ticket prices include passenger insurance fees as regulated by Vietnam Railways.
2. Chapa strongly recommends purchasing comprehensive travel insurance that covers:
3. Cancellation losses.
4. Loss or damage to personal baggage.
5. Loss of money
6. Medical expenses

9. RESPONSIBILITY

9.1.Chapa’s Responsibilities

a. Service Commitment

1. Chapa guarantees the provision of all services listed on the website and confirmed via email.
2. In cases of force majeure, Chapa will not be held liable. If changes are due to Chapa’s actions, we will:
3. Cover additional expenses caused by itinerary changes and offer compensatory services if necessary.
4.  Refund any costs for services not provided.

b. Third-Party Services

1. Chapa does not own or directly operate accommodations, transportation, or facilities used in its travel packages.We are not liable for negligence by third-party providers.
2. Arrangements are made with independent partners (e.g., hotels, transport companies, and local operators). Chapa has no direct control over their actions.

c. Liability Exclusions

1. Chapa is not responsible for failures by third-party service providers or expenses incurred due to:
2. Weather conditions.
3. Strikes, wars, or civil disturbances.
4. Natural disasters or mechanical failures.
5. Government actions other acts of God.

Chapa is responsible for providing necessary information and regulations prior to the train’s departure.

Note: Depending on the circumstances, Chapa reserves the right to modify the itinerary or cancel the train service if it is deemed necessary for the convenience and/or safety of clients.

9.2. Clients Responsibilities

Clients must:

1. Be at least 18 years old to book services individually.
2.  Ensure the accuracy of all personal and booking information provided.
3.  Bring valid identification (e.g., ID card, passport) when traveling.
4.  Cover the cost of any damages or losses caused during the journey .
5.  Comply with all Vietnamese laws during their journey.

10. OTHER NOTICES

To ensure safety and a smooth experience, clients are advised to:

1. Only exchange train vouchers with Chapa staffs or train staffs who have proper identification . If in doubt, contact us immediately.
2. Keep valuables, especially passport, with you at all times during the journey Alternatively, leaveunnecessary valuables at the secure storage in Chapa’s Lounge Do not leave valuables unattended  on the train;
3. Report any loss of valuables immediately to the nearest police station and file a police report.