Cancellation & Refund Policy
Last updated: November 14, 2026
This page sets out the cancellation deadlines, refund percentages, refund method and timing for every Gola service. It is the full version of Section 2 (Payment & Refunds) of our Terms of Service; where the two differ, this page prevails. The version in force when you place an order is saved with that order, and later revisions do not affect existing orders.
1. Definitions
- Service time: for airport pickup, the scheduled flight arrival time; for departure transfers, charters and day trips, the agreed pickup time.
- Time of cancellation request: the moment you first notify us through any official channel (LINE @gola, WhatsApp, or hello@golavietnam.com). The time the message is delivered counts — not the time we reply.
- How time is counted: continuously in calendar hours, Vietnam time (UTC+7), including weekends and public holidays. Example: if the service time is Monday 15:00, "72 hours before" means before Friday 15:00.
- Notify us early: transport suppliers have their own penalty windows; the earlier you tell us, the better the outcome we can secure for you.
2. Private Car & Airport Transfers
- Fixed-price online options (airport transfers and day charters bookable directly on the website, including 16-seaters, luxury 7-seaters and Chinese-speaking-driver add-ons): free cancellation with a full refund up to 72 hours before service time; no refund after that.
- Quoted itineraries follow the policy stated on your quote: single-city quotes can be cancelled free with a full refund up to 72 hours before service time; inter-city, multi-leg and large-vehicle quotes up to 7 days before; no refund after that. Your quote states which applies.
- A few long-distance routes (e.g. the Mekong Delta day trip) follow the deadline shown on the option (7 days before service time). Options marked non-refundable are not eligible for free cancellation.
- Refunds within the free-cancellation window are not subject to processing fees. Orders placed before September 15, 2026 keep the deadline in force at the time of booking (48 hours for fixed-price online options).
3. Combined Orders & Partial Cancellation
- For partial cancellations, the remaining services go ahead as booked and the refund covers only the cancelled items.
4. Refund Method & Timing
- Refunds always go back to the original payment method (the original card; Apple Pay / Google Pay refunds go to the linked card). We do not refund to a different card or by bank transfer.
- Once approved, we initiate the refund within 1–2 business days; it usually appears in your account within 5–10 business days, depending on your card issuer — some banks and cross-border cards take longer. A refund does not show as a new transaction but as a reversal of the original charge.
- Third-party payment processing fees (including card processing and currency conversion fees, based on the amount actually charged on your payment, currently typically about 6%–7% of the amount paid) are charged by the payment processor and are not returned to us; unless this page or your quote expressly states "free cancellation", these fees are borne by you. Orders placed before October 6, 2026 are charged at the rate stated at the time of booking (approx. 2.9% + US$0.30).
- Refund requests must be made within 180 days of payment. Once initiated, a refund cannot be reversed.
- Refunds are calculated in US dollars; the amount credited in another currency depends on your bank's exchange rate on the day and may differ slightly from what you paid. Gola does not compensate for exchange-rate differences.
5. How to Cancel
- Contact us via LINE @gola, WhatsApp or hello@golavietnam.com with your order reference (the booking code in your confirmation email), the email used at payment, and the items you wish to cancel (please specify for partial cancellations).
- We will confirm receipt (including the time received) and let you know the refund amount and expected arrival within the next business period. The cancellation time is the time you first notified us.
This page is the full statement of Section 2 of our Terms of Service. For all other terms, see the Terms of Service
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