Terms and Conditions

These Terms and Conditions apply to the premium train service Tonkin Heritage Express, operated by Chapa Tourism Joint Stock Company (Tax ID: 5300734917, hereinafter referred to as “Chapa“).

Tonkin Heritage Express is a premium travel train brand developed and managed by Chapa. By making a booking on tonkinheritageexpress.com, you acknowledge that Chapa is the service provider, holds legal responsibility, and is the contracting party in the agreement governed by these Terms and Conditions.

1. General Provisions

• These Terms and Conditions establish the foundation of the contractual relationship between Chapa and you, outlining the rights, responsibilities, and limitations of both parties. These Terms and Conditions apply to all services provided by Tonkin Heritage Express. We strongly recommend carefully reviewing these Terms and Conditions, along with all relevant content on our website (tonkinheritageexpress.com), before making a booking.
• 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.
• By making a deposit or final payment, you (or your travel agent, if applicable) confirm that have carefully read, understood, and fully accepted these Terms and Conditions.
• 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

• Bookings can be made through the following channels:
  (1) At our office at Hanoi Station, 120 Le Duan Street, Van Mieu – Quoc Tu Giam Ward, Hanoi City, Vietnam.
  (2) On our official website tonkinheritageexpress.com
  (3) Via Whatsapp, Zalo, or Messenger.
  (4) By email.
  (5) By mobile or telephone.
• 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

• 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).
• Service prices are detailed in the “Include” and “Exclude” sections on our website (tonkinheritageexpress.com). Chapa shall not be liable for any payments made for services not listed in the “Include” section.
• 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 & Service Charges

• Chapa reserves the right to adjust taxes and service charges without prior notice if changes are mandated by the government.

• All confidential rates are inclusive of taxes and service charges.

Pricing Errors

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

Children’s Policy:

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

Changes to services

In rare cases where cannot provide the confirmation, 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 guests by Chapa.

Guest options will be determined by Chapa. Guests choosing a different standard than those offered will bear any additional costs.

5. Cancellation & Amendment Policy

5.1. Cancellation/Amendment Policy

• Once an e-voucher/e-ticket for Tonkin Heritage services has been issued, the following cancellation/amendment fees shall apply:
  + 45 days or more prior to departure date: 35% of the booking amount will be charged.
  + 44 to 30 days prior to departure date: 70% of the booking amount will be charged.
  + 29 days or less prior to departure date: 100% of the booking amount will be charged.
  + No-show: 100 % of the booking amount will be charged.

Chapa reserves the right to cancel Tonkin Heritage Express services 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. Force Majeure Circumstances

• Chapa may cancel or modify Tonkin Heritage services due to circumstances beyond our control, such as:
  + Changes in domestic transportation schedules
  + Technical issues with transportation
  + Natural disasters, war, civil disturbances, strike, or terrorist activities
• In such cases, Chapa will promptly inform clients and provide the following options:
  + Reschedule to an alternative date
  + Full refund of the amount paid.

5.3. Additional Conditions

• Customers are responsible for any bank fees or additional charges incurred during the payment process.

• All bookings for Tonkin Heritage Express services with Chapa are subject to our Cancellation/Amendment Policy outlined above.

• 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 .

• Customers opting to change the departure date will be subject to the penalty fee outlined in the Cancellation/Amendment Policy .

• Chapa reserves the right to cancel or modify Tonkin Heritage Express bookings under the following circumstances:
  + Invalid credit card provided by the customer.
  + Detection of fraudulent or inappropriate activities.
  + Bookings containing errors or made by mistake.
  + Non-compliance with Chapa’s Terms and Conditions.

• 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.

5.4. Customer Obligations

• Customers must provide payment confirmation to Chapa’s booking department within 24 hours of booking, including the booking confirmation number.
• Customers are responsible for any bank fees or additional charges incurred during the payment process.

6. No-show Policy

If you fail to appear or do not check in on the booked departure date for Tonkin Heritage Express services: The full booking amount will be charged (100% of booking amount).

7. Payment Methods

7.1 Payment Requirement

• Customers are required to make full payment at the time of booking Tonkin Heritage Express.
• Noted: All payments are non-refundable.

7.2 Payment Methods

• Payment can be made via the following methods:
  7.2.1. At our office:
  + Address: Hanoi Station, 120 Le Duan Street, Van Mieu – Quoc Tu Giam Ward, Hanoi.
  + Payment can be made in VND or by credit card (Visa/Mastercard).
  + Payments by card are subject to an additional bank fee as applicable
  7.2.2. Online payment via website: www.9pay.vn.
• Note: Any bank transfer charges and/or credit card processing fees incurred shall be the responsibility of the guest.

8. Train Insurance

• Ticket prices for Tonkin Heritage Express include passenger insurance fees as regulated by Vietnam Railways.
• Chapa strongly recommends purchasing comprehensive travel insurance that covers:
  + Cancellation losses
  + Loss or damage to personal baggage
  + Loss of money
  + Medical expenses

9. Responsibilities

9.1. Chapa’s Responsibilities

a. Service Commitment

• Chapa guarantees the provision of all Tonkin Heritage Express services listed on the website (tonkinheritageexpress.com) and confirmed via email.

• In cases of force majeure, Chapa will not be held liable.  If changes are due to Chapa’s actions, we will:
  • Cover additional expenses caused by itinerary changes and offer compensatory services if necessary.
  • Refund any costs for Tonkin Heritage Express services not provided.

b. Third-Party Services

• Chapa does not own or directly operate accommodations, transportation, or facilities used in Tonkin Heritage Express services. We are not liable for negligence  by third-party providers.

• 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

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

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

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

9.2. Clients’ Responsibilities

Clients must:

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

10. OTHER NOTICES

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

• Only  exchange train vouchers  with Chapa staff or Tonkin Heritage Express train staff who have proper identification. If  in doubt,  contact us immediately.

• Keep valuables, especially  passports, with you at all times during the journey. Do not leave valuables unattended on the train;
• Report any loss of valuables immediately  to the nearest police station and file a police report.