Terms of Service
Last updated: November 14, 2026
1. Scope of Services
Gola (hereinafter referred to as "the Platform") provides booking services for private cars and airport transfers in Vietnam, performed by a licensed Vietnamese tour operator and partner transport companies (see Section 12). Users must be at least 16 years of age to use the Platform independently.
2. Payment & Refunds
All fees are denominated in US Dollars (USD), with multi-currency checkout supported (TWD, HKD, SGD, MYR; CNY is charged in USD). Payments are securely processed through Stripe; the Platform does not store credit card information. Cancellation deadlines, refund percentages, refund method and timing are governed by the Platform's Cancellation & Refund Policy page (golavietnam.com/refund-policy), which is the full statement of this Section; the version in force when you order is saved with your order. Summary: fixed-price online car and transfer options may be cancelled free of charge up to 72 hours before service time, custom quotes up to 7 days; refunds go back to the original payment method within 5–10 business days of being initiated; third-party payment processing fees are non-refundable except in free-cancellation cases; refund requests must be made within 180 days of payment.
3. User Responsibilities
Users must ensure that all information provided (including contact details, flight, pickup and drop-off locations, number of passengers and luggage) is truthful, accurate, and complete. The Platform is not responsible for services that cannot be provided or are delayed because of incorrect or incomplete information provided by the user. Users must not use the Platform for any illegal purposes.
4. Disclaimer
The Platform provides services on an "as-is" basis and makes no express or implied warranties regarding uninterrupted service, error-free operation, or security. Force majeure events include but are not limited to: changes in Vietnamese government policies, natural disasters, pandemics, wars, strikes, and other events beyond the Platform's reasonable control. The Platform is not liable for losses caused by force majeure events.
5. Dispute Resolution
If you have any disputes or complaints regarding the Platform's services, please first contact our support team at hello@golavietnam.com. The Platform will respond within 30 days and attempt to resolve the matter through negotiation. For disputes involving amounts not exceeding USD 500, both parties shall resolve the matter through written negotiation. For disputes exceeding USD 500 where the parties cannot reach an agreement, either party may submit the dispute to the Singapore International Arbitration Centre (SIAC) for arbitration in accordance with its rules. The language of arbitration shall be English and the seat of arbitration shall be Singapore.
6. Governing Law
These Terms of Service shall be governed by and construed in accordance with the laws of the Republic of Singapore, without regard to its conflict of law principles.
7. Limitation of Liability
To the maximum extent permitted by law, the Platform's total liability for any single service event shall not exceed the amount actually paid by the user for that service. The Platform shall not be liable for any indirect, incidental, punitive, or consequential damages, including but not limited to travel delays, accommodation cancellations, or other related losses. The above limitations shall not apply to: (1) damages arising from data breaches or security incidents; (2) mandatory consumer protection provisions under applicable law; (3) damages caused by willful misconduct or gross negligence.
8. Intellectual Property
All content on the Platform, including but not limited to text, images, logos, code, and designs, is owned by Gola or its licensors and is protected by copyright and intellectual property laws. No content from the Platform may be reproduced, modified, distributed, or otherwise used without the Platform's written consent.
9. Changes to Terms
The Platform reserves the right to modify these Terms of Service at any time. Changes will take effect immediately upon publication on this page. We recommend that users review this page regularly to stay informed of the latest terms. Continued use of the Platform constitutes your acceptance of the modified terms.
10. Contact Us
If you have any questions about these Terms of Service, please contact us: Email: hello@golavietnam.com | LINE Official Account: @gola | Service hours: Mon–Fri 09:00–18:00 (Taiwan time, GMT+8). On Saturdays and Sundays from 09:00 to 18:00 (Taiwan time, GMT+8), messages to our LINE Official Account are answered by LINE's AI auto-reply feature. AI auto-replies are for reference only; confirmation from our customer service team prevails.
11. Entire Agreement
These Terms of Service, together with the Privacy Policy, constitute the entire agreement between the user and the Platform regarding the use of the Platform's services, and supersede all prior oral or written agreements between the parties on the same subject matter.
12. Ground Services in Vietnam and Tour Operator Licence
Ground travel services in Vietnam offered through this platform (including private car charters and airport transfers) are provided by CÔNG TY TNHH EVERGO (EVERGO CO., LTD, tax code 0319480449), a licensed tour operator in the Gola ecosystem, in accordance with the Law on Tourism of Vietnam. EVERGO holds an International Tour Operator Licence issued by the Vietnam National Authority of Tourism (Licence No. 79-2739/2026/CDLQGVN-GP LHQT, issued 4 September 2026; scope: inbound tourists to Vietnam). When you book such services through this platform, the contract for travel services performed in Vietnam is formed between you and EVERGO CO., LTD; this platform accepts bookings and payments on its behalf and acts as your itinerary planning and customer service contact. A copy of the licence and instructions for verifying it in the official registry of the Vietnam National Authority of Tourism are available at evergo.vn/license.