TERMS OF USE AND PRIVACY POLICY - Kimi Vietnam Tour

The website https://www.kimiphuquoc.com/ is operated by Kimi Vietnam Tour for the purpose of providing information about travel services, tours, and related products. By accessing and using the website, you agree to comply with the following terms and conditions:

1. General Provisions

1.1 General Provisions

The purpose of this website is to provide information and support for booking tours and other tourism services on Phu Quoc Island. The information on the website is regularly updated to ensure accuracy but may be changed without prior notice.

All original content created by Kimi Vietnam Tour, including text, photographs, videos, graphics, and other materials, is protected by applicable laws and may not be copied, distributed, modified, or used for commercial purposes without the company's prior written consent, unless otherwise permitted by law.

All photographs and videos taken by Kimi Vietnam Tour in the course of its activities remain the property of Kimi Vietnam Tour, and the rights to such materials are not automatically transferred to third parties.

Photographs and videos taken during a specific tour or service and subsequently individually provided to a customer by Kimi Vietnam Tour without the Kimi Vietnam Tour logo, watermark, or other identifying mark become the property of the customer to whom the materials were provided. The customer may use such materials at their own discretion without restriction.

Kimi Vietnam Tour also supports the lawful use of its photographs and videos by blogs, travel websites, magazines, media outlets, and other similar publications. Instead of unauthorized copying or use of photographs from the Kimi Vietnam Tour website, high-quality photographs from the underwater environment without a watermark may be provided upon request, subject to a prior agreement regarding their use.

1.2 Governing Law and Dispute Resolution

These Terms of Use and Privacy Policy are governed by the laws of Vietnam.

Any dispute arising in connection with the use of the website, booking of services, or provision of services by Kimi Vietnam Tour shall first be addressed through good-faith communication between the parties.

If the dispute cannot be resolved amicably, it shall be handled by the competent authorities or courts of Vietnam in accordance with applicable Vietnamese law.

2. Privacy Policy

2.1 Collection of Personal Information

When you contact us, request a booking, or purchase our services through the website, WhatsApp, Zalo, email, or other communication channels, we may collect personal information necessary to provide and manage the requested service. This may include your full name, phone number, WhatsApp or Zalo contact, email address, booking details, number of participants, special requests, and information relevant to the safe operation of a tour.

2.2 Use of Personal Information

We use personal information to communicate with customers, process and manage bookings, provide requested services, arrange transportation and other tour-related services, respond to inquiries, improve our services, and comply with applicable legal or accounting requirements.

We do not use booking information for marketing purposes solely because a customer has made a booking. Promotional messages, where applicable, are sent in accordance with applicable law and any required consent or opt-out preferences.

2.3 Legal Basis and Consent

We process personal information only for lawful and clearly defined purposes, including providing and managing requested services, fulfilling contractual obligations, complying with legal requirements, protecting safety, and where required, based on the customer's consent.

Where processing is based on consent, customers may withdraw their consent where permitted by applicable law. Withdrawal of consent does not affect the lawfulness of processing carried out before the withdrawal.

2.4 Sharing of Personal Information

We do not sell customers' personal information. Information may be shared only when reasonably necessary to provide the requested service or when required or permitted by law. This may include service providers involved in transportation, payment processing, booking systems, communication platforms, accommodation arrangements, or other tour-related services.

Third-party platforms such as WhatsApp, Zalo, payment providers, booking platforms, or online travel agencies may process personal information under their own privacy policies and terms.

2.5 Information Security

Kimi Vietnam Tour takes reasonable technical and organizational measures to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure. However, no method of electronic transmission or storage can be guaranteed to be completely secure.

2.6 Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing services, maintaining booking and accounting records, resolving disputes, and meeting legal obligations.

2.6 Customer Rights

Subject to applicable law, customers may have the right to request access to, correction of, or deletion of their personal information, or to withdraw consent where processing is based on consent. Requests concerning personal information can be made using the contact details provided in this policy.

2.8 Children's Personal Information

When a booking includes children, we may collect information necessary to provide the service safely and appropriately. Parents or legal guardians are responsible for providing information relating to children where required for the booking or safe participation in a tour.

2.9 Contact

For questions or requests relating to personal information, please contact Kimi Vietnam Tour using the contact details provided on our Contact page.

3. Payment Policy

3.1 Payment Methods

For bookings made directly with Kimi Vietnam Tour, the following payment methods are accepted:

Cash: Vietnamese Dong (VND), US Dollars (USD), or Euros (EUR).
Bank Transfer: Domestic bank transfers within Vietnam only, in Vietnamese Dong (VND).
Credit and Debit Cards: Accepted with an additional 8% transaction processing fee, calculated on the amount paid by card.

Card Payment Calculation:

Transaction Fee = Card Payment Amount × 8%
Total Amount Payable = Card Payment Amount × 1.08

Example:

Card Payment Amount: 5,000,000 VND
Transaction Fee (8%): 400,000 VND
Total Amount Payable: 5,400,000 VND

The available payment methods, any applicable transaction fees, required deposits, and payment deadlines will be clearly communicated to the customer before the booking is confirmed.

This section applies only to bookings made directly with Kimi Vietnam Tour. Bookings made through third-party booking platforms, online travel agencies, or other external providers are subject to the payment methods, fees, and payment conditions of the respective platform.

3.2 Deposit

For most tours, Kimi Vietnam Tour does not require a deposit, and payment is made on the day of the tour.

For tours where a deposit is required as a condition of booking, the deposit amount and payment method will be clearly communicated to the customer before the booking is confirmed.

A 10% processing fee applies to the required deposit amount to cover currency conversion and international transfer fees. This fee is calculated only on the deposit amount, not on the total tour price.

Deposit Payment Calculation:

Processing Fee = Required Deposit × 10%
Total Deposit Payment = Required Deposit × 1.10

Example:

Required Deposit: 3,000,000 VND

Processing Fee (10%): 300,000 VND

Total Amount Payable: 3,300,000 VND

The processing fee and final payable amount will be clearly communicated to the customer before payment.

If a deposit is required for a specific tour, the booking is considered confirmed only after the deposit has been received, unless otherwise agreed with the customer.

3.3 Holiday and Lunar New Year Surcharge

A 20% holiday surcharge applies to the total tour price on the following dates:

Christmas and New Year: December 24, 25, 26, 29, 30, 31, and January 1.
Vietnamese Public Holidays: Selected official public holidays in Vietnam.
Vietnamese Lunar New Year (Tết): During the designated Tết holiday period.

The surcharge applies to all tours and services unless otherwise stated.

Kimi Vietnam Tour will always inform the customer in advance of any applicable holiday surcharge or other additional charges before the booking is confirmed.

3.4 Refunds

In the event of cancellation by the customer, any refund of amounts already paid will be handled according to the applicable cancellation conditions set out in Section 4.3 Customer Cancellation.

If Kimi Vietnam Tour cancels a confirmed tour due to weather, sea conditions, safety concerns, a decision or restriction by the relevant authorities, or other circumstances described in Section 4 Tour Cancellation by Kimi Vietnam Tour, the customer will be offered an alternative date or an immediate refund of any deposit paid for the affected activity, if a deposit was required and paid.

4. Booking and Cancellation Policy

4.1 Tour Booking

When booking a tour through our website, WhatsApp, Zalo, email, or in person, customers must provide accurate and complete information, including the requested date, number of participants, pickup location, and any relevant special requests such as dietary requirements or children joining the tour.

Our availability information may occasionally take time to synchronize with external booking platforms. If the requested date or service is no longer available, Kimi Vietnam Tour will inform the customer as soon as possible and, where appropriate, offer an alternative date or service.

If no suitable alternative is agreed, the booking request will simply be cancelled. No payment obligation or other commitment will arise from an unconfirmed booking request, and any personal information collected solely for that request will be deleted when it is no longer required for a legitimate purpose or legal obligation.

4.2 Booking Confirmation

A booking request submitted through the reservation system on the Kimi Vietnam Tour website is not considered a confirmed reservation until Kimi Vietnam Tour has checked availability and confirmed the booking with the customer.

This applies only to booking requests submitted through the reservation system on the Kimi Vietnam Tour website. Bookings made through WhatsApp, Zalo, email, in person, or third-party booking platforms follow their respective booking and confirmation process.

4.3 Customer Cancellation

Customers may cancel both private and join-in tours without a cancellation fee up to 24 hours before the scheduled departure time, unless a different cancellation period is clearly stated at the time of booking.

For most tours, Kimi Vietnam Tour does not require a deposit. Customers are expected to inform us of any cancellation as soon as possible and within the applicable cancellation period.

For tours where a deposit is required, the deposit amount and applicable cancellation conditions will be clearly communicated before the booking is confirmed.

4.4 Tour Cancellation by Kimi Vietnam Tour

Kimi Vietnam Tour may modify, postpone, or cancel a tour when weather, sea conditions, visibility, waves, currents, safety concerns, local regulations, port restrictions, or other circumstances beyond our reasonable control make the planned tour unsafe or impractical.

If Kimi Vietnam Tour cancels a confirmed tour for these reasons, we will offer the customer the option to reschedule the tour to a suitable alternative date or receive an immediate refund of any deposit paid for the affected activity.

No deposit is required to be refunded where no deposit was paid.

If the tour can be safely operated by changing the snorkeling location, route, timing, or itinerary, Kimi Vietnam Tour will first seek to adjust the planned program rather than cancel the tour. Any such adjustment will be made with the aim of maintaining the quality, number of planned stops, overall experience, and value of the booked activity as closely as reasonably possible.

5. Rights and Responsibilities of Kimi Vietnam Tour

5.1 Provision of Quality Services

Kimi Vietnam Tour is committed to providing the tours and services described on our website and in confirmed bookings with due care and in accordance with the agreed conditions.

If a problem occurs during a tour or in connection with our services, we will make reasonable efforts to assist the customer, resolve the issue, and find an appropriate solution.

5.2 Right to Update Website Content and Terms

Kimi Vietnam Tour reserves the right to update, correct, or modify the content of our website, tour information, prices, availability, and these terms from time to time.

Changes to these terms apply to future bookings and do not affect the conditions of already confirmed bookings, unless the change is required by applicable law or has been agreed with the customer.

Customers are responsible for reviewing the current version of these terms and the information applicable to their booking.

5.3 Right to Modify the Tour Itinerary

Kimi Vietnam Tour reserves the right to make reasonable operational changes to a tour when necessary due to weather, sea conditions, safety, local regulations, availability, or other circumstances affecting the operation of the service.

Where possible, customers will be informed of significant changes in advance. Any operational change will be made in a way that maintains the quality and overall value of the booked tour.

5.4 Third-Party Service Providers

Some services may be provided by third-party suppliers, including transportation providers, boat operators, accommodation providers, restaurants, activity providers, or booking platforms. Kimi Vietnam Tour may use such suppliers where necessary to provide the booked service and remains responsible for the services to the extent required by applicable law and the confirmed booking.

5.5 Age Requirements and Activity Restrictions

Certain tours or activities may have minimum or maximum age requirements based on safety considerations, local regulations, equipment requirements, or current conditions. Such restrictions will be communicated to the customer before booking where applicable.

Kimi Vietnam Tour may restrict participation in a particular activity where the customer's age, physical condition, swimming ability, or other relevant circumstances may make participation unsuitable or unsafe.

5.6 Responsibility and Liability

Kimi Vietnam Tour is responsible for providing the booked services in accordance with the confirmed booking and applicable law. Kimi Vietnam Tour maintains the required liability insurance and fulfills the insurance obligations applicable to its licensed tourism business under Vietnamese law.

Kimi Vietnam Tour shall not be responsible for loss, damage, delay, additional costs, or other consequences caused by circumstances beyond its reasonable control, including severe weather, sea conditions, natural events, government restrictions, port closures, traffic disruptions, or other force majeure events, to the extent permitted by applicable law.

Nothing in these terms excludes or limits any liability that cannot legally be excluded or limited under applicable law.

6. Rights and Responsibilities of the Customer

6.1 Responsibility for Information Provided

The customer is responsible for providing accurate and complete information necessary for the booking and proper provision of the services.

This information may include the number of participants, pickup location, contact details, dietary requirements, children's ages, and other information relevant to the safe and proper operation of the tour. Where required by applicable law or for a specific service, the customer may also be asked to provide their date of birth, passport number, or other identification details.

The customer is responsible for any problems or additional costs caused by incorrect, incomplete, or outdated information provided by them.

6.2 Compliance with Rules and Instructions

By booking or using the services of Kimi Vietnam Tour, the customer agrees to comply with these terms and conditions, applicable local regulations, safety rules, and instructions provided by the guide, boat crew, or other Kimi Vietnam Tour personnel.

Safety and operational instructions relating to a specific activity, location, or current conditions are provided to customers verbally before the activity begins.

Kimi Vietnam Tour may restrict or terminate a customer's participation in an activity if the customer fails to follow safety instructions or if continuing the activity could pose a safety risk to the customer, other participants, the guide, or the boat crew.

6.3 Health Conditions and Safe Participation

Customers should inform Kimi Vietnam Tour of any medical condition, injury, allergy, swimming limitation, medication, or other circumstance that may affect their safe participation.

Where relevant, Kimi Vietnam Tour may adjust the activity or recommend that the customer does not participate in a particular activity based on the information provided and current conditions.

Safety on Board

The customer must familiarize themselves with the location of life jackets, other safety equipment, fire-fighting equipment, and available communication equipment for calling for assistance or contacting the coast guard.
During the journey, the customer must wear a properly fitted and fastened life jacket unless otherwise instructed by the guide or boat crew.
A life jacket may only be removed when the boat is safely anchored and the boat crew or guide permits it.
While traveling on a speedboat, canoe, or other type of motorized boat, the customer must not move freely around the boat and must follow the instructions of the boat crew.
The customer must not lean out of the boat, jump from the boat, climb onto the cabin roof, enter the engine room, or access any other areas not intended for customers while the boat is underway.
The customer must not interfere with the operation of the boat, engine, or navigation equipment.

Entering the Water and Snorkeling

Equipment for each activity is provided according to the type of tour. The customer must use the equipment properly and follow the guide's instructions.
Customers may enter the water from the boat only by using the designated steps or another method specified by the boat crew.
Customers may enter the water only when the engine is switched off and the boat crew or guide has expressly permitted entry.
Jumping from the boat into the water is strictly prohibited.
While in the water, the customer must wear a life jacket unless otherwise instructed by the guide or boat crew.
If the customer refuses to wear a life jacket or chooses to enter the water without one, they do so at their own responsibility. During specialized snorkeling tours focused on coral reefs and marine life, Kimi Vietnam Tour reserves the right to require such customers to use swimming fins or other suitable flotation equipment.
The customer must follow the guide's instructions concerning entering the water, moving in the water, using equipment, current sea conditions, and maintaining a safe distance from the boat.

Snorkeling Rules

During island-hopping tours that are not primarily focused on exploring coral reefs and marine life, customers must remain within the designated area around the boat while snorkeling. They must stay within a distance that allows the boat crew or guide to maintain safe supervision. Participants must remain together as a group and must not move away without the guide's permission.

During specialized snorkeling tours focused on exploring coral reefs and marine life, all participants must:

strictly follow the guide's instructions,
follow the guide and not move away from them,
remain within the designated group,
remain within the designated snorkeling area,
not enter areas identified by the guide as the boundary of the safe snorkeling area,
not touch corals, marine animals, or other underwater organisms,
not stand on corals, rocks, or other parts of the seabed.

Kimi Vietnam Tour reserves the right to restrict or terminate the snorkeling portion of a tour at any time if the current conditions, visibility, waves, currents, wind, sea conditions, or other circumstances are not suitable for safe snorkeling.

The customer acknowledges that sharp, pointed, stinging, or otherwise dangerous objects and organisms may be present underwater. The customer must therefore exercise increased caution and follow the guide's instructions.

Cultural Tours and Transportation

During tours focused on culture, history, or local life, the customer must follow the guide's instructions and the rules applicable to passenger transportation in cars, vans, buses, and other means of transport.

The customer must comply with the applicable laws and regulations of Vietnam and respect local culture, traditions, and social customs.

If a tour includes visits to cultural heritage sites, pagodas, temples, spiritual sites, memorials, or similar places, the customer must respect the rules of the relevant site. Appropriate and respectful clothing is required in these places, including covered shoulders and long trousers or clothing covering the knees. Nudity and inappropriate exposure of the body are not permitted.

Nature Tours

During nature tours, the customer must wear suitable clothing and use the equipment specified for the particular tour and must follow the guide's instructions.

The customer must not leave the group or the route, path, or area designated by the guide without the guide's permission.

The customer must exercise particular caution on slippery rocks, steps, ladders, muddy slopes, wetlands, swamps, and other potentially hazardous terrain.

In forests, rainforests, and other natural areas, the customer must not touch plants, rocks, trees, hollows, branches, or other natural objects without the guide's instruction. Such areas may contain ants, insects, snakes, or other animal species.

If the customer is unable or unwilling to follow these instructions, Kimi Vietnam Tour may restrict or terminate their participation in the relevant activity.

6.4 Children and Young Children

Kimi Vietnam Tour provides safety equipment and activity equipment suitable for children of different age groups, including young children, provided that the particular activity is suitable for their age and the current conditions.

Parents or legal guardians remain fully responsible for their children and young children throughout the tour and must provide appropriate supervision.

When making a booking, the customer must provide the age of each child and any other information that may be relevant to the safe operation of the activity.

Parents or legal guardians must follow the instructions of the guide, boat crew, and other Kimi Vietnam Tour personnel and ensure that their children follow those instructions. Particular attention is required during boat tours and snorkeling tours on the open sea, where current sea conditions may require additional supervision and caution.

6.5 Personal Belongings

The customer is responsible for their personal belongings and valuables during the tour. Kimi Vietnam Tour is not responsible for their loss or damage, except where such liability cannot be excluded under applicable law.

6.6 Environmental Responsibility

Kimi Vietnam Tour bases its tours on the principles of low environmental impact, responsible and sustainable travel, and respect for nature. Our aim is to operate tours in a way that avoids unnecessary disturbance to the natural environment, coral reefs, marine life, and other natural values.

Customers are required to behave responsibly and respectfully towards the natural and marine environment and to follow the guide's instructions concerning environmental protection.

Protection of Coral Reefs and Marine Life

During snorkeling and other activities in the sea, the following actions are strictly prohibited:

touching corals, marine animals, or other underwater organisms,
poking or prodding corals or animals with hands, feet, or any objects,
kicking, standing on, or leaning against corals,
otherwise damaging, disturbing, or intentionally interfering with marine organisms or their habitats,
removing, collecting, or taking away any marine animals, corals, or parts thereof, whether alive, dead, or in the form of shells, skeletons, or fragments,
collecting or taking away shells, seashells, coral fragments, or other natural materials from beaches, the seabed, or other natural areas.

Customers must maintain a safe distance from marine animals and avoid contact with the seabed and coral reefs unless such contact is necessary for safety reasons.

Waste and Smoking

Customers must not dispose of waste outside designated waste bins or containers. All waste must be placed in the designated disposal areas.

Cigarettes and cigarette butts may only be disposed of in designated containers or ashtrays. Throwing cigarette butts into the sea, onto beaches, into nature, or outside designated containers is strictly prohibited.

Smoking is strictly prohibited on boats, in cars, vans, buses, and in national parks, unless the applicable rules of the relevant location expressly provide otherwise.

Specific environmental protection and conduct rules for snorkeling or other activities may be explained by the guide before or during the activity. Customers are required to follow these instructions.

In the event of a breach of these rules, Kimi Vietnam Tour may exclude the customer from the relevant activity or restrict or terminate their participation.

7. Contact and Complaints

7.1 Contact Information

For questions, support, booking assistance, or other matters, customers may contact Kimi Vietnam Tour via WhatsApp, email, social media, or in person at our booth. Detailed contact information is also available in the Contact section of our website.

KIMI VIET NAM TOUR CO., LTD

International Tour Operator Licence No. 91-0086/2026/CDLQGVN-GP LHQT
Issued by the Vietnam National Authority of Tourism.

Business Registration No.: 1702334855
Phu Quoc, An Giang, Vietnam

Hotline / WhatsApp / Zalo:
+84 909 581 148

Email:
info@kimiphuquoc.com
vananh@kimiphuquoc.com

7.2 Complaint Handling Procedure

Kimi Vietnam Tour is committed to addressing every complaint and making reasonable efforts to resolve it promptly and fairly.

Complaints may be submitted by email, WhatsApp, or another available contact channel. To help us review and resolve a complaint, customers should provide relevant booking information, the date of the tour or service, a description of the issue, and, where applicable, any supporting documents, photographs, or witnesses.

Kimi Vietnam Tour typically responds to inquiries and complaints within 7 business days. The time required to fully resolve a particular case may depend on its complexity and the involvement of third parties.

7.3 Effective Date and Updates

These Terms of Use and Privacy Policy are effective from January 1, 2026. They may be updated from time to time to reflect legal requirements, changes to our services, and customer needs.

Updates generally apply to future bookings and do not affect already confirmed bookings unless required by law or otherwise agreed with the customer.