I. TRAVEL SERVICES
1. Service Provision Process
Customers refer to service information on the official website https://myjoytravel.vn/, send a request or contact Joy Travel Co., Ltd directly. The Company provides consulting, checks supply capacity and sends a quotation/contract clearly stating the scope of services, total cost, implementation time, payment conditions, and terms on service changes, cancellation and refunds. Customers review and confirm the information by the method agreed by both parties. After receiving confirmation, the Company books the services and reconciles payments as agreed.
Before the time of service use, the Company sends the detailed itinerary, pick-up point information, contact information of the operations department and necessary documents/confirmations depending on each type of service. Handover results include: tour confirmation, air tickets, booking codes, accommodation confirmation, vehicle schedule, tour guide/interpreter information, visa application receipt or other related documents. The handover time as well as the start/end time of service provision are clearly stated in the service confirmation document.
2. Checking Information and Handling Discrepancies
Customers are responsible for carefully checking passenger names, times, locations, service standards and confirmed contents, and must immediately notify the Company's contact point if any discrepancy is found. The Company will assist in making adjustments and notify any valid additional costs (if the amendment originates from the customer's request and gives rise to costs that were announced in advance). Where the error is the Company's responsibility, handling will be carried out in compliance with legal regulations and the agreement in the contract.
3. Requests to Change or Terminate Services
Customers send requests to change or terminate services via the email outboundop@myjoytravel.vn or the agreed official transaction channel, clearly stating the service booking code, requester information, adjustment content and desired time. The Company will confirm the time of receipt, check feasibility, notify the impact, any additional fees (if any) and the handling plan. A service cancellation notice has legal effect from the time it is received through a valid channel.
Conditions for changing dates, changing passenger information, adjusting the program or reducing the number of guests depend on each type of service and are clearly provided to customers before the contract is concluded. Where fees or cancellation/change conditions have not been validly announced/agreed beforehand, the Company does not automatically apply new deduction rates after receiving a cancellation request from the customer.
4. Service Cancellation by the Customer
The refund amount to the customer is determined based on the signed contract, the customer's rights and current legal regulations. Deductions only include lawful, actually incurred costs that have been validly informed/agreed and clearly explained to the customer. Costs from third-party providers require valid supporting documents and must not overlap with service cancellation fees.
Cancellation fees and conditions are transparently announced for each tour product, visa service, vehicle rental, tour guide/interpreter and ancillary services before the contract is concluded. The cancellation fee applicable to a specific program is not automatically applied to all other services. Visa-related costs and actual costs already incurred will be clearly separated to avoid duplicate deductions.
5. Company Cancellation or Failure to Provide the Agreed Service
Where the Company cannot provide the service due to causes within the Company's responsibility, the Company will proactively notify and propose an equivalent replacement service for the customer's consideration. If the customer does not agree with the replacement option, the Company will refund the full amount corresponding to the portion of the service not provided and resolve related responsibilities according to the contract agreement and legal regulations. The Company does not require customers to accept vouchers or tour conversion in place of their right to receive a refund.
6. Visa Services and Third-party Providers
Where a visa application is refused, the Company will clearly separate the cost items, including: the actual application processing fee already incurred, fees paid to competent authorities and unused service fees, in order to calculate an appropriate refund for the customer. Non-cancellable and non-refundable services from third-party providers (such as air tickets, hotel rooms) will be notified to the customer in advance together with the actual conditions of application.
7. Force Majeure Events
When a force majeure event occurs under legal regulations, the parties will specifically determine the affected obligations, the volume of work already performed, the ability to mitigate damage, and agree on a plan to continue, change the itinerary or terminate the contract. The refund amount or retained costs must have a clear basis and be specifically notified to the customer.
8. Refund Process and Time Limit
The Company sends a financial reconciliation statement clearly showing: the amount received, the value of services performed, valid deductions (if any), the final refund amount and the basis of calculation. The refund time limit is within 07 (seven) working days from the date both parties agree on the reconciliation statement and the Company receives complete valid bank account information of the beneficiary.
The refund method is prioritized to be made by bank transfer to the original account/payment source or a valid account confirmed by the person entitled to receive. Immediately upon completion of the transfer procedure, the Company will send confirmation to the customer. Where a delay occurs, the Company will clearly notify the reason and set a specific processing time.
9. Contact Information and Effectiveness
All customer requests, inquiries and complaints are officially received through the following channels:
JOY TRAVEL CO., LTD
- Website: https://myjoytravel.vn/
- Fanpage: https://www.facebook.com/myjoytravel.vn
- Hotline: 0845549369
- Email: outboundop@myjoytravel.vn
This policy takes effect from the date of registration and announcement on the E-commerce Activity Management Portal of the Ministry of Industry and Trade.
PART II. ANCILLARY PRODUCTS AND SERVICES
10. Regulations on Ordering and Delivery of Korean Goods
When using the ordering service, customers send the product link, quantity, specifications (model, color, size) and delivery address. The Company checks feasibility and sends a detailed quotation including: product information, unit price, service fee, shipping charges and applicable taxes/fees. The Company commits not to collect any fees beyond the quotation confirmed by the customer.
The transportation time of goods from Korea to Vietnam and delivery to the customer's address is specifically notified in the quotation. The Company will proactively update delivery progress for the customer.
In the event of delay, out-of-stock or changes in supply capacity, the Company will promptly notify the customer to agree on adjusting the delivery schedule or carrying out refund procedures. The Company absolutely does not arbitrarily substitute other products without the customer's consent.
11. Goods Receipt Process and Handling Delivery Risks
Upon receiving goods, customers have the right and responsibility to inspect the external condition of the package, the quantity and the condition of the products. Where loss, damage or wrong delivery of goods occurs, the Company will receive the information, coordinate with the carrier/supplier to verify, and resolve compensation and refunds in accordance with regulations.
12. Cancellation of Purchase Orders
Customers may cancel orders free of charge before the Company places the order with the supplier in Korea. Where the order has been successfully placed, order cancellation and refund will be handled based on the direct supplier's policy and the actual costs incurred.
13. Goods Return and Exchange Policy
The Company receives return and exchange requests in the following cases: products delivered of the wrong type, missing quantity, defective/damaged during transportation or not as originally described. Customers send a notice attached with photos/videos as evidence within 03 (three) days from the date of receiving the goods.
After verifying the information, the Company will supplement missing goods, exchange for new products or refund the customer. All shipping costs arising during the return/exchange of defective or incorrectly specified goods due to the Company's fault will be fully paid by the Company.
14. Handover and Use of Travel SIM/eSIM
The Company fully discloses information about the mobile network, coverage area, data capacity, validity period, features (data/voice/SMS) and device compatibility before the customer makes payment. Physical SIMs are handed over via delivery service; for eSIMs, the QR code is sent to the customer via email/message immediately after successful payment.
Customers are requested to notify within the first 08 (eight) hours from the start of use if a technical error occurs so that the technical department can support promptly. For physical SIMs, customers must keep the SIM card holder throughout the trip as a basis for handling (if the SIM card holder is lost, no resolution support will be provided). Refunds are based on confirmation from the technical team and the customer that the SIM/eSIM is defective and requires a refund.
15. Aesthetic Travel and Medical Treatment Support
The Company provides support services for booking appointments, arranging itineraries, consulting on visa records, pick-up vehicles, accommodation and medical interpreters. Information on the medical facility performing the professional services is provided, and the Company's support service costs are clearly distinguished from medical costs as stated in the contract.
All decisions relating to medical examination, treatment or intervention belong to the customer and the legally authorized medical facility. Customers' health records are kept confidential and only shared in compliance with legal regulations on personal data protection.
Where the examination/treatment schedule changes or the customer does not meet the health conditions as assessed by the medical facility, the Company will coordinate to adjust the travel/support itinerary or refund fees for the unused portion of the service according to the contract agreement.
16. Refunds for Ancillary Products and Services
For ancillary products (goods, SIM/eSIM, medical support services), refund procedures comply with the reconciliation process and the 07 (seven) working day time limit stated in item 8 of Part I. The Company commits to processing refunds on time and not prolonging customers' waiting time.
