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Payment and Cancellation Policy

Updated on January 28, 2026 – Decision No. 08/2026/QĐ-RT

At Rooty Trip Phu Quoc, we believe that a great journey starts with clarity – in pricing, commitments, and how changes are handled. The information below helps you fully understand your rights and our policies before booking.

1. Payment

1.1. Deposit Policy

All prices are quoted in Vietnamese Dong (VND).

The deposit policy applies to all services provided by Rooty Trip Phu Quoc:

  • For daily tours (island tours, speedboat tours, land tours, group tours, private day tours): 30% deposit of total value
  • For combo packages, multi-day tours, group tours, customized tours: 30% to 70% deposit, depending on travel date, group size, supplier conditions, and availability
  • For full package tours: deposit may be up to 80% of total value

👉 The exact deposit amount will be confirmed at the time of booking

1.2. Remaining Payment

After the deposit is made, Rooty Trip will proceed with service arrangements. The remaining balance is due as follows:

  • Individual / daily tour guests: payment on the tour date
  • Group bookings with contract: payment after the tour ends

Payment methods:

Bank Transfer:

  • Account Name: CTY CP ROOTY TRIP PHU QUOC
  • Bank: Vietcombank – Phu Quoc Branch
  • Account Number: 1055 03 9999
  • Transfer Note: Name + Phone Number + Travel Date

Other Methods:

  • Online payment via website
  • Visa card payment (for packages)
  • Cash or bank transfer on the tour date

⚠️ If payment is not completed on time, Rooty Trip reserves the right to suspend or cancel the booking

2. Cancellation Policy

2.1. Cancellation Timing

All cancellation or modification requests must be officially notified via email, Zalo, or sales staff.

👉 The cancellation time is calculated from the moment Rooty Trip receives the request

2.2. Daily Tours & Private Day Tours

  • Cancel at least 3 days in advance → Free cancellation
  • Cancel within 3 days or on the departure day → 100% deposit charged

2.3. Multi-day Tours & Combo Packages

  • No free cancellation
  • Cancellation → 100% deposit charged

👉 Rooty Trip may support rescheduling in special cases, but this is not guaranteed

2.4. Customized & Multi-day Land Tours

  • Cancel at least 7 days in advance → Free
  • Cancel within 7 days → Charge 30% of total price OR 100% deposit (whichever is lower)

2.5. Corporate / Group Tours

  • Cancellation policy follows the signed contract
  • If not specified → 100% deposit charged

2.6. Additional Services (Car, Tickets, Guide, etc.)

  • Cancellation → 100% deposit charged
  • Exception may apply if the supplier agrees to cancel without fee

2.7. Cancellation by Rooty Trip

  • Not enough participants → notified 1 day in advance → full refund or reschedule
  • Bad weather / sea restriction → full refund or reschedule

2.8. Force Majeure

Includes but not limited to: natural disasters, storms, sea restrictions, pandemics, government policies, security issues

Handling priority:

  1. Reschedule
  2. Change to another service
  3. Refund unused portion (after deducting actual costs)

👉 Refund amount depends on supplier policies and actual costs incurred

2.9. Non-refundable Services

Some services may be non-refundable or partially refundable, such as:

  • Flight tickets
  • Hotel bookings
  • E-tickets
  • Special reservation services

👉 If canceled, customers must cover actual incurred costs

3. Changes & Amendments

3.1. Rescheduling

  • Supported when possible
  • Depends on availability and supplier conditions
  • May incur additional fees

3.2. Changing Tour

  • Allowed if conditions permit
  • Price differences will be applied

3.3. Changing Participants

  • Allowed with prior notice
  • Replacement must meet all requirements (age, ID, health)
  • Additional fees may apply

3.4. Reducing Group Size

  • Reduced participants will be treated as cancellations
  • Price adjustments may apply

3.5. Service Credit (Rebooking)

  • In some cases, customers may keep the value for future use
  • Valid for up to 6 months
  • Subject to service availability

4. No-show / Late Arrival / Early Leave

  • Not showing up on time → considered self-cancellation
  • Late arrival affecting the schedule → may be denied service
  • Leaving the tour early → no refund for unused services

5. Special Cases (Customer-related Issues)

For cases such as illness, accidents, flight cancellations, personal issues, Rooty Trip will try to support as much as possible.

However:
👉 Support does not guarantee a refund
👉 Customers are responsible for costs already incurred

6. Refund Processing Time

Processing time: 7 – 14 working days

After:

  • Agreement on refund amount
  • Supplier reconciliation completed
  • Customer provides full payment details

7. Complaints & Customer Support

If you are not satisfied, please contact us as soon as possible:

👉 We will handle all cases based on goodwill and mutual agreement

8. Commitment

Rooty Trip is committed to:

  • Transparency in pricing
  • Prioritizing customer experience
  • Providing maximum support within our capacity

However:
👉 Actual incurred costs (especially non-refundable from suppliers) will not be refunded

📌 This is a summary of key policies. For full terms (Decision No. 08/2026/QĐ-RT), please contact our sales team.

“You are making Phu Quoc tourism better every day!”