The website https://happybooktravel.com (the “Website”) is managed and operated by HAPPYBOOK TRAVEL SERVICES TRADING COMPANY LIMITED (abbreviated name: HAPPYBOOK TRAVEL; “HappyBook Travel”, “we” or “us”). By accessing the Website, making a booking, or ticking the “I have read and agree” box at checkout, you confirm that you have read, understood and agree to comply with these Terms of Use and HappyBook Travel's Privacy Policy.

1. Company Information

• Company name: HAPPYBOOK TRAVEL SERVICES TRADING COMPANY LIMITED

• Vietnamese name: CÔNG TY TNHH THƯƠNG MẠI DỊCH VỤ DU LỊCH HAPPYBOOK

• Abbreviated name: HAPPYBOOK TRAVEL

• Enterprise code/Tax code: 0314012158, first issued by the Department of Planning and Investment of Ho Chi Minh City on 15 September 2016, as amended on 26 March 2024

• Registered head office: 1st Floor, Phong Phú Tower, 93/10 Quang Trung Street, Quarter 1, Tăng Nhơn Phú Ward, Ho Chi Minh City, Vietnam

• Operating office: BlueSea Tower, 205B Hoàng Hoa Thám Street, Bình Lợi Trung Ward, Ho Chi Minh City, Vietnam

• Hotline: 1900 633 437 – Email: cskh@happybooktravel.com

The Website has been notified to the Ministry of Industry and Trade of Vietnam in accordance with e-commerce regulations.

2. HappyBook Travel's Role

HappyBook Travel is an airline ticketing agent and online travel booking service provider. On the Website, you can book flight tickets, hotel rooms, tours, visa application support services, travel insurance, eSIMs/travel SIM cards, cruises, attraction and entertainment tickets, airport lounges, airport fast-track services, travel packages and other services.

For most services, HappyBook Travel acts as an intermediary that makes the booking and collects payment, while the service itself is provided directly by airlines, hotels, tour operators, insurers, mobile network operators, cruise operators, attractions, airports and other partners (collectively, “Suppliers”). Services provided directly by HappyBook Travel (if any) are clearly stated in the product description.

When you book a service, you are also bound by the Supplier's terms and conditions (for example, the airline's fare conditions and baggage rules, or the hotel's check-in/check-out policy). These conditions are displayed or referenced on the product page, at checkout, or in your booking confirmation. Where these Terms and a Supplier's conditions differ regarding the performance of the service, the Supplier's conditions prevail.

3. Booking and Confirmation

You may make a booking through the following channels:

• Website: https://happybooktravel.com

• HappyBook Travel's official hotline, Zalo and Facebook channels

• In person at our office

When booking, you will need to provide:

• Full name, email address and phone number of the contact person, and details of each traveler or service user

• Itinerary (departure date, return date, origin – destination)

• Number of travelers (adults, children, infants)

• Any additional service requests (meals, baggage, etc., if applicable)

• VAT invoice details (if required)

• Payment method

You are responsible for the accuracy of the information you provide. Traveler names must exactly match the identity document or passport used for travel. Any costs arising from inaccurate information (name changes, ticket reissuance, rebooking, etc.) are borne by you in accordance with the Supplier's rules.

You need an active email address and phone number to receive confirmations. After you book, HappyBook Travel sends a confirmation with your order code by email (and/or SMS or Zalo). Please check the details in the confirmation carefully and notify us immediately of any errors.

Some orders are held temporarily until the payment deadline shown on the order. If payment is not made by that deadline, the order may be cancelled automatically and the price may change.

4. Prices and Payment

Prices are listed in Vietnamese dong (VND) and include taxes and charges as shown on the product page. Depending on the payment method, a payment fee or discount may apply; the total amount payable is displayed in full at checkout before you confirm.

Airfares and the prices of certain services may change until the ticket is issued or the service is confirmed by the Supplier. If the price changes before ticket issuance, HappyBook Travel will notify you so that you can choose to pay the difference, or cancel the booking and receive a full refund of the amount paid.

Depending on the service, HappyBook Travel accepts the payment methods below. The methods available for each order are shown at checkout.

• International payment cards (Visa, Mastercard, JCB) and other cards supported via our payment gateways.

• E-wallets and online payment accounts via our payment gateways.

• Bank transfer or bank QR code. HappyBook Travel only accepts transfers to the company bank accounts published on the Bank Transfer Information page or shown on the QR code at checkout, and is not responsible for funds transferred to any other account.

• Cash at HappyBook Travel's operating office (address in Section 1) during business hours.

Transactions via our payment gateways are processed in VND, except for certain international payment methods available for some services, which are processed in US dollars (USD); in that case the amount is converted from VND at the exchange rate applied at the time of payment and displayed before you confirm. For cards issued outside Vietnam, the issuing bank may apply currency conversion and charge transaction fees under its own policy; such fees are not collected by HappyBook Travel. Card transactions may require OTP/3-D Secure authentication as required by the issuing bank.

HappyBook Travel does not collect or store your card details (card number, expiry date, CVV/CVC code or OTP). You enter your card details directly on the secure payment page of the payment gateway, which complies with the international PCI DSS card data security standard. HappyBook Travel only receives the transaction result from the payment gateway.

After a successful payment, you will receive a payment confirmation by email. If your account has been debited but you have not received a confirmation, please contact our hotline or email with your order code and transaction receipt so we can check it. An e-invoice is issued based on the details you provide when booking (upon request).

To protect you and cardholders, HappyBook Travel may request verification of a transaction (for example, cardholder confirmation or an identity document) and may refuse or cancel orders that show signs of fraud or unauthorized use of a payment method. Any amount paid will be refunded to the original payment method.

5. Service Delivery

Service documents are sent electronically to your registered email address and/or shown in the booking history of your account. They include e-tickets with a booking reference (for flights), hotel booking confirmations or vouchers, tour confirmations, eSIM QR codes/activation details, insurance certificates and other service confirmations.

Flight e-tickets are only issued after you have completed payment. Documents are sent once payment is successful and the Supplier has confirmed the service; some services require processing time as described on the product page. For products requiring physical delivery (if any), the delivery time and fee are notified when you place the order.

If HappyBook Travel is unable to provide a service you have paid for (for example, due to lack of availability or the Supplier declining to confirm), we will notify you and refund the full amount paid for that service.

6. Cancellations, Changes and Refunds

6.1. General principles

• The cancellation, change and refund conditions of each service follow the Supplier's rules and are displayed on the product page, at checkout or in the booking confirmation. Some services cannot be refunded, cancelled or changed (for example, promotional airfares or non-refundable hotel rooms).

• Please submit cancellation or change requests via our hotline, email or Zalo during business hours, quoting your order code. Requests are processed according to the time HappyBook Travel receives them.

• When you cancel or change a booking on your own initiative, HappyBook Travel's service fees and any payment fees are non-refundable, except where the error is attributable to HappyBook Travel, HappyBook Travel is unable to provide the service paid for, or the law provides otherwise.

• If you do not use a service (no-show) and do not cancel or change it within the period allowed by the Supplier, the amount paid may be non-refundable, depending on the Supplier's conditions.

6.2. Flight tickets

• Before ticket issuance: you may cancel the booking by contacting HappyBook Travel during business hours.

• After ticket issuance: cancellations, refunds and changes (name changes, date/time changes, etc.) are subject to the airline's fare conditions. Where permitted by the airline, HappyBook Travel will assist and advise you of the airline's penalty and our service fee before processing.

• The refund amount is the amount the airline agrees to refund, less the airline's penalty and any service fee. Refund conditions and processing times are decided by the airline, and HappyBook Travel cannot commit to them on the airline's behalf. Once the airline confirms the refund and HappyBook Travel has received it, HappyBook Travel will initiate your refund in accordance with section 6.4.

• If the airline cancels or reschedules a flight, or cancels a booking for internal reasons or force majeure, HappyBook Travel will notify you as soon as possible and help you exercise your entitlements under the airline's policy (rebooking or refund).

6.3. Other services

Hotels, tours, insurance, eSIMs, cruises, attraction tickets, lounges, fast-track and other services are subject to the cancellation and refund conditions displayed before payment. For visa services, the application outcome is decided by the competent authority; any refund of service fees follows the quotation or service agreement sent to you before payment, and fees already paid to the competent authority are non-refundable.

6.4. Refund method and timing

• Refunds are made to the original payment method where that method allows it: card payments are refunded to the card used; e-wallet and online payment account payments to the same account; bank transfers to the account from which the transfer was made; cash payments by bank transfer or in cash at our office. If the original method can no longer receive the refund (for example, the card has been cancelled), HappyBook Travel will refund by bank transfer to an account in the name of the person who paid, after verification.

• Step 1 – HappyBook Travel initiates the refund: within 3 working days of the refund request being approved. For services that depend on a Supplier (airline, hotel or other partner), this period starts when the Supplier confirms the refund and, where the process requires it, HappyBook Travel has received the refund from the Supplier.

• Step 2 – The bank or payment partner credits you: once HappyBook Travel has successfully initiated the refund, the time for the funds to reach you depends on the payment method, the issuing bank and the payment partner. The typical times below are for reference only and are not a commitment by HappyBook Travel:

  • E-wallets and online payment accounts: usually credited immediately or within a few working days; if the funding source is a linked card or bank account, the timing depends on that bank.

  • Domestic (ATM) cards or bank accounts paid through the payment gateway: about 3 to 7 working days.

  • International cards (Visa, Mastercard, JCB, etc.): about 5 to 10 working days; in some cases up to 30 days depending on the card issuer.

  • Bank transfers (including QR code payments): HappyBook Travel transfers the refund to the account from which you paid; usually received within 1 to 3 working days of the transfer, depending on the bank.

  • Cash: refunded by bank transfer or collected at our operating office, as agreed with you.

• If you are charged more than once for the same order, or charged for an order that was not established, HappyBook Travel will check and reconcile the transaction within 3 working days of receiving the necessary information (order code, transaction receipt). Once the duplicate charge, or the absence of a valid service, is confirmed, HappyBook Travel will refund the full amount following Steps 1 and 2 above. For failed transactions, any amount held may be released automatically by the bank under the bank's rules.

• Refunds are made in the currency of the original payment. Exchange rate differences and fees charged by the card issuer or payment gateway (if any) are not HappyBook Travel's responsibility.

• Before asking your card issuer to dispute or reverse a transaction (chargeback), please contact HappyBook Travel so that we can assist you as quickly as possible. If a dispute is raised, HappyBook Travel will provide the bank and payment gateway with the relevant transaction records, such as the booking confirmation, e-ticket, correspondence history and your acceptance of these Terms.

7. Your Responsibilities

• Provide accurate, complete and up-to-date information when booking.

• Hold valid travel documents (ID card, passport, entry or transit visa, etc.) as required by the carrier and the destination country.

• Arrive on time for check-in and comply with the Supplier's rules.

• Use only cards and payment accounts that belong to you or that you are authorized to use.

• Keep your account login details secure and never share OTP codes with anyone.

• Do not use the Website for fictitious bookings, fraud or any unlawful purpose.

8. Limitation of Liability

HappyBook Travel is not liable in the following cases:

• You do not hold valid documents required for air travel (ID card, passport, visa, etc.).

• You do not hold the entry or transit visa required by applicable regulations.

• A transaction is interrupted by a technical failure beyond HappyBook Travel's control (such as an airline system outage or natural disaster).

• A flight is delayed, cancelled or changed by the airline.

• Baggage is lost, or the carrier's service does not meet its commitments.

• You arrive late for check-in or do not use a ticket you have purchased.

• You are denied boarding because of missing personal documents.

• Errors, room shortages or service quality issues on the part of the hotel.

• Issues arising during a tour that are not caused by HappyBook Travel (for example, leaving the group, breaching tour rules or providing inaccurate information).

To the extent permitted by law, HappyBook Travel's total liability (if any) shall not exceed the service fee you paid to HappyBook Travel for the relevant order. This does not exclude HappyBook Travel's liability for damage caused by its own fault under consumer protection laws.

9. Force Majeure

HappyBook Travel is not liable for compensation for incidents caused by force majeure events such as natural disasters, epidemics, war, terrorism, strikes, cyberattacks or decisions of competent authorities. In such cases, HappyBook Travel will make reasonable efforts to help you work with the Supplier to minimize any loss.

10. Complaints and Dispute Resolution

You may submit a complaint about a booked service via our hotline 1900 633 437, by email to cskh@happybooktravel.com or in person at our office. A complaint should include:

• Your full name, phone number, email address and order code

• The specific details of the complaint

• Supporting evidence (if any)

HappyBook Travel will respond with a resolution within a maximum of 30 days from receiving a valid complaint.

Disputes shall be resolved first through negotiation and mediation. If no agreement is reached, either party may refer the dispute to a competent court in Vietnam. These Terms are governed by and construed in accordance with the laws of Vietnam.

11. Personal Data Protection

The collection, use, sharing and protection of your personal data are governed by HappyBook Travel's Privacy Policy.

12. Newsletter Subscription

HappyBook Travel's newsletter brings you exclusive offers, attractive tours, great-value airfares and more. You can subscribe by leaving your email address on the Website or our official fanpage, and you can unsubscribe at any time by contacting us.

13. Amendments

HappyBook Travel may update these Terms to reflect legal requirements and business operations. Updated versions take effect when published on the Website. Each order is governed by the version of these Terms in effect at the time you placed that order.

Last updated: 24 September 2026.