Confirm Modal

Chapter 1. General Provisions
Article 1 (Purpose)

This Policy is established to define the standards for the registration, operation, sale, customer service, settlement, and compliance obligations of partners who sell travel products and related services through ComboBooking.com and its related web and mobile services operated by Coach Travel Co., Ltd. (hereinafter referred to as the “Company”), in order to provide users with a reliable booking environment and to build a sound and sustainable cooperative relationship between the Company and its partners.

This Policy is not intended merely to set standards for sales restrictions or sanctions. It also includes operational standards designed to enable partners to sell their products based on accurate information and stable operations, while creating an environment in which users can make reservations with confidence.

Through this Policy, the Company respects the autonomous sales activities of its partners, while establishing the minimum management standards necessary to protect users and ensure the reliability of the platform.

Article 2 (Scope of Application)

This Policy applies to all sales-related services operated or provided by the Company, including but not limited to the ComboBooking.com website, mobile services, affiliated channels, advertising pages, promotional campaigns, blogs, review-linked pages, and any other sales-support services.

This Policy shall be applied in conjunction with the Partner Agreement, Terms of Service for users, Refund Policy, Privacy Policy, Cookie Policy, and policies related to electronic contracts and payment services. In the event of any conflict, the provisions specified in individual agreements or separate policies may take precedence.

If a partner registers, modifies, displays, or sells products through the Company’s platform, or uses any sales support functions provided by the Company, such partner shall be deemed to have agreed to and be bound by this Policy.

Article 3 (Nature of the Platform)

The Company is an e-commerce intermediary that provides an online platform enabling transactions of travel products and related services.

The Company may provide services such as product display, booking processing, payment integration, advertising tools, customer communication environments, and basic dispute resolution procedures. However, the primary responsibility for the actual operation of individual products—including on-site service delivery, schedule fulfillment, safety management, facility conditions, personnel management, service quality, regulatory compliance, and licensing requirements—rests with the partner who registers and operates the relevant product.

Nevertheless, in order to protect users, comply with applicable laws, maintain platform reliability, prevent misleading sales practices, and mitigate recurring risks, the Company may take necessary measures such as product review, requests for information correction, approval suspension, display restriction, sales suspension, settlement withholding, or contract termination.

As a platform operator, the Company endeavors to maintain required disclosures, data protection, and consumer protection systems in accordance with applicable laws. In Vietnam, the legal framework for e-commerce and consumer protection addresses both platform operators and business entities, making the clear distinction of roles between the platform and selling partners particularly important.

Article 4 (Definitions)

The terms used in this Policy shall be defined as follows:

1.    “Partner” refers to an individual business operator, corporate entity, organization, or operator approved by the Company who registers and sells products or services on the Company’s platform.

2.    “Product” refers to all tangible and intangible services offered on the platform, including but not limited to tours, activities, accommodations, transportation, pick-up services, tickets, experiences, rentals, food and beverage services, packages, booking services, or similar offerings.

3.    “User” refers to any individual or entity (including both members and non-members) who searches for, books, pays for, uses, or inquires about products through the platform.

4.    “Booking Request” refers to the state in which a user expresses the intention to use a specific product and proceeds with the booking process through the platform.

5.    “Booking Confirmation” refers to the state in which a partner approves the booking request and makes the product available for actual use.

6.    “Settlement” refers to the process by which the Company pays the partner after deducting service fees, discount contributions, advertising costs, refunds, and other applicable deductions from the amount paid by the user.

7.    “Content-linked Product” refers to a product that is displayed or sold in connection with blogs, travel stories, reviews, recommendation content, promotional posts, or similar content.

8.    “No-show” refers to a situation where a user fails to appear at the scheduled usage time or meeting time without prior cancellation, or does not meet the usage conditions as defined for each product.

Chapter 2. Partner Registration and Basic Obligations
Article 5 (Partner Registration and Eligibility Requirements)

Partners must complete the registration and review procedures prescribed by the Company and must ensure that the following information is accurate and kept up to date both at the time of registration and throughout their operation:

1.    Business name or operating entity name

2.    Name of the representative or responsible person

3.    Business registration information or equivalent legal registration details

4.    Contactable phone number, email address, and emergency contact method

5.    Business address or actual operating location

6.    Settlement account information

7.    Information required for tax invoicing, remittance, or legal compliance

8.    Licenses, registrations, certifications, insurance coverage related to the business, and supporting documentation

The Company may review the accuracy of registration information, actual operational capability, legal compliance, and potential consumer protection risks. If necessary, the Company may request additional documentation, conduct interviews, require trial operations, request explanations of operational methods, or verify the identity of responsible personnel.

If a partner provides false information, fails to comply with documentation requests without valid reason, conceals the actual operating entity, or intentionally misrepresents the relationship between the registered entity and the actual operator, the Company may take measures including approval suspension, sales restriction, settlement withholding, or termination of the agreement.

Article 6 (Basic Obligations of Partners)

When selling products through the platform, partners shall faithfully fulfill the following basic obligations:

First, partners must ensure that the information of registered products is always accurate and consistent with the actual services provided.

Second, partners must clearly and transparently disclose pricing, options, usage conditions, inclusions, exclusions, and cancellation and refund policies.

Third, partners must respond promptly and diligently to booking requests, confirmations, schedule changes, cancellation requests, inquiries, and customer complaints.

Fourth, partners must only sell products that can be actually operated and must not accept or leave bookings unattended when the service cannot be fulfilled.

Fifth, partners must comply with applicable laws and regulations, including but not limited to tourism regulations, safety standards, tax obligations, and personal data protection requirements.

Sixth, partners must cooperate with the Company by providing requested materials, explanations, clarifications, and participating in inspection or verification processes when required for user protection or policy review.

Partners shall not register products solely for the purpose of exposure or increasing sales visibility without actual service capability, and must manage products based on real operational capacity and responsibility.

Article 7 (Obligation for Accuracy and Updates of Information)

Partners must provide registration information and product information to the Company based on factual accuracy and shall promptly update such information when any changes occur.

If any of the following changes arise, the partner must immediately update the information through the Company or the partner management interface:

1.    Changes to the representative or responsible operator

2.    Changes to contact information, email address, or settlement account

3.    Changes to business address or operating location

4.    Changes to licensing or regulatory status

5.    Changes to service conditions, schedules, pricing, or option structures

6.    Suspension of operations or planned business closure

If failure to update such information results in user damage, booking errors, settlement errors, legal issues, or disputes, the Company may hold the partner responsible.

Chapter 3. Product Registration and Sales Standards
Article 8 (Product Registration Standards)

Partners must register products using the format provided by the Company and must clearly provide at least the following information:

1.    Product name

2.    Product type and usage format

3.    Location of use, region, and meeting point

4.    Available dates and times

5.    Option structure and pricing for each option

6.    Inclusions and exclusions

7.    Booking deadline and confirmation method

8.    Voucher usage method or on-site verification method

9.    Cancellation, modification, refund, and no-show policies

10. Usage restrictions, age requirements, health conditions, and required preparations

11. On-site contact information or emergency response method

12. Information on the actual service provider or operating partner

The Company may suspend approval or request modifications if required information is missing, if there is a risk of misleading users, or if the registration format does not meet the Company’s standards.

Article 9 (Principles for Product Information)

When preparing product information, partners must comply with the following principles:

Product descriptions must be based on the actual scope of services provided and must not present benefits or options that are not actually offered as if they were included.

Product images, videos, maps, itineraries, descriptions, and highlighted statements must be consistent with the level of service that users can reasonably expect.

If additional costs may be incurred by the user, the conditions under which such costs arise and the amount or calculation method must be clearly disclosed. Vague expressions such as “additional charges may apply depending on on-site conditions” may not be permitted.

If availability is subject to factors such as seasonality, weather, day of the week, minimum number of participants, or local operational conditions, the partner must clearly and thoroughly disclose such conditions.

If product descriptions are deemed excessively exaggerated, likely to cause misunderstanding, or significantly different from actual operations, the Company may request modifications or restrict the product’s visibility.

Article 10 (Pricing and Option Management)

Partners may autonomously set product pricing, options, discounts, and promotional structures. However, the following standards must be observed:

All prices must be displayed in a way that allows users to clearly understand them at the time of payment. Differences between options, pricing based on the number of participants, distinctions between adults, children, and infants, date-based pricing variations, and peak season surcharges must be clearly specified.

If there are additional costs beyond the base price—such as taxes, service charges, equipment fees, pick-up fees, guide tips, entrance fees, or on-site payments—such details must be disclosed in advance.

The following practices are prohibited: displaying excessive discount rates based on unrealistic original prices, using bait pricing that is practically unavailable for booking, or presenting condition-based pricing as if it were a standard price.

For products with complex option structures, partners must provide sufficient descriptions for each option to ensure that users are not misled.

Article 11 (Standards for Content and Image Usage)

All images, descriptions, logos, videos, maps, itineraries, and other materials uploaded by partners must be content for which the partner holds lawful rights of use.

The unauthorized use of materials such as photos taken by others, review content from other platforms, competitors’ product detail images, improperly translated promotional materials, or copyrighted blog images is strictly prohibited.

When quoting user reviews, testimonials, or blog content, partners must verify the source and usage rights. Furthermore, partners must not use reviews unrelated to the actual service in a way that may mislead users.

If a rights infringement claim is filed or if the Company reasonably determines that there is a high risk of infringement, the Company may remove the relevant content or suspend the product’s visibility without prior notice.

Chapter 4. Booking Confirmation and On-site Operation
Article 12 (Handling of Booking Requests)

Partners must review and process booking requests received through the platform within the timeframe specified by the Company, including confirming or rejecting the booking.

For reservation-based products, the confirmation method may vary depending on the nature of the product, such as instant confirmation, manual confirmation, or confirmation upon request. However, partners must clearly disclose the applicable confirmation method for each product.

If a partner fails to respond for an extended period, resulting in unclear booking status, the Company may take necessary measures to protect users, including canceling the booking, suggesting alternative products, notifying the customer, or issuing a warning to the partner.

Article 13 (Obligations After Booking Confirmation)

After confirming a booking, partners must responsibly manage and ensure the following:

1.    The actual operability of the scheduled service

2.    The accuracy of the meeting location, usage time, and voucher usage method

3.    Proper reflection of the user’s name, number of participants, and selected options

4.    Information sharing between the on-site service provider and responsible personnel

5.    Readiness to ensure that the user can access and use the service upon arrival

If the service becomes unavailable due to reasons attributable to the partner after the booking has been confirmed, the Company may require appropriate measures such as full refunds, alternative arrangements, or compensation.

Article 14 (On-site Operation and Safety Management)

Partners, as the actual service providers, are responsible for on-site operations and safety management.

On-site personnel—including guides, drivers, coordinators, staff, and equipment managers—must possess the necessary experience and qualifications to operate the product. Where legally required, partners must maintain all relevant licenses and certifications.

All service components—including vehicles (cars, boats, etc.), equipment, accommodations, restaurants, tickets, and facilities—must be in a usable and operational condition. After booking confirmation, partners must not substitute with lower-quality alternatives without justification.

For products involving safety risks, such as activities, mountain or marine experiences, or transportation services, partners must clearly inform users in advance of participation restrictions and safety precautions.

In the event of emergencies such as accidents, injuries, loss, schedule disruptions, on-site disputes, or failure to deliver services, partners must take immediate on-site action, notify the Company, and communicate promptly and responsibly with the user.

Article 15 (Operational Failure, Schedule Changes, and Force Majeure)

If the operation of a product becomes difficult due to reasons such as adverse weather conditions, natural disasters, government restrictions, on-site facility issues, supplier constraints, failure to meet minimum participant requirements, safety risks, or similar circumstances, the partner must promptly notify both the Company and the user.

In such cases, the partner must provide the following information:

1.    The reason for the operational failure or schedule change

2.    Available alternative schedules or substitute options

3.    Refund eligibility and applicable criteria

4.    The scope of choices available to the user

5.    Any additional costs or the expected timeline for refunds

Partners must not use such circumstances as a reason to unilaterally cease communication with customers or leave bookings unattended without proper notice.

Chapter 5. Customer Support, Cancellation, and Refunds
Article 16 (Customer Support Standards)

Partners must respond promptly and in good faith to user inquiries, including questions, change requests, cancellation requests, on-site issue reports, and dispute requests.

As the nature of inquiries differs—such as pre-use inquiries, urgent communications on the day of use, and post-use claims—partners must establish appropriate response systems for each situation.

In particular, from 24 hours prior to the service date until the end of the service, partners must maintain availability for urgent on-site communication. To ensure this, partners must provide an active contact number or messaging support system.

If the Company identifies delayed responses, repeated non-responses, insincere communication, blaming customers, avoidance of responsibility, or inaccurate information, the Company may request corrective action or impose sanctions on the partner.

Article 17 (Cancellation, Change, and Refund Policy)

Partners must clearly disclose, in advance, the cancellation, change, refund, and no-show policies for each product, and actual handling must be consistent with those disclosed policies.

If a service cannot be provided due to reasons attributable to the partner, a full refund shall be the default principle.

User cancellation requests must be processed in accordance with the policies stated for the product. Partners must not arbitrarily change cancellation policies after a booking has been confirmed, nor apply any undisclosed deduction criteria.

When applying no-show policies, partners must do so fairly and only if they have clearly informed users in advance of the meeting time, waiting time, on-site contact procedures, and verification methods.

In cases of force majeure such as adverse weather, natural disasters, or local restrictions, handling may follow product-specific policies and applicable laws. However, partners are obligated to clearly explain the reasons and handling principles to users.

Article 18 (Unfair Refund Refusal and Repeated Claims)

Partners must not intentionally delay or refuse refunds when there are valid grounds for refund.

The Company may consider the following cases as improper handling:

1.    When an issue attributable to the partner is falsely treated as a user’s fault

2.    When deductions are applied without prior disclosure

3.    When refund processing is delayed due to avoidance of user inquiries

4.    When similar types of disputes occur repeatedly

5.    When operations differ from the registered refund policy

In cases of repeated arbitrary cancellations, unfair refund refusals, excessive misuse of no-show policies, or repeated occurrence of similar disputes, the Company may take actions such as suspension of product sales, restriction on new product registration, limitation of advertising, or withholding of settlement payments.

Chapter 6. Content-Linked Operations and Trust Management
Article 19 (Special Standards for Content-Linked Products)

Products linked to blogs, travel stories, recommendation content, reviews, promotional posts, or similar content are subject to higher standards of accuracy and reliability than general products.

If key elements emphasized in the content—such as core experiences, locations, itineraries, inclusions, atmosphere, transportation, accommodation standards, or benefits—differ significantly from the actual product, it may be considered misleading to users.

If the content presented does not substantially match the actual product being sold, the partner must clearly explain the differences. The Company may conduct additional reviews, request modifications, restrict content visibility, or suspend product sales.

As products driven by content-based traffic are directly linked to platform trust, the Company may prioritize the review and monitoring of such products over general listings.

Article 20 (Reviews and Trust Management)

Partners must not artificially intervene in or manipulate user reviews, ratings, feedback, or satisfaction metrics.

The following actions are strictly prohibited: posting fake reviews, submitting self-reviews through acquaintances or employees, defaming competitors, forcing users to delete reviews, or offering incentives in exchange for reviews.

The Company may evaluate product quality based on factors such as repeated low ratings, recurring types of complaints, or discrepancies between reviews and product descriptions. Based on the evaluation results, the Company may request improvements or impose visibility restrictions.

Chapter 7. Personal Data Protection and Legal Compliance
Article 21 (Restrictions on the Use of User Information)

Partners may use user information only to the extent necessary for processing bookings and providing actual services.

User information must be used solely for legitimate purposes such as booking confirmation, on-site operations, schedule change notifications, refund processing, emergency contact, and ensuring user safety. It must not be used beyond these purposes for independent marketing, external business activities, resale, unauthorized storage, or unauthorized sharing.

Vietnam’s personal data protection regulations are currently governed by Decree No. 13/2023/ND-CP (2023), which establishes requirements on purpose limitation, data subject rights, processing conditions, and security measures.

Article 22 (Personal Data Protection Measures)

Partners must implement necessary technical and administrative measures to prevent the loss, theft, leakage, alteration, or damage of user personal data.

Access to personal data must be restricted to the minimum extent necessary. Once the purpose of processing has been fulfilled, the data must be promptly deleted or destroyed unless retention is required by law.

If a partner provides user information to third parties without authorization, or uses it for external promotion, independent business activities, spam distribution, building separate databases, or personal contact, the Company may consider this a serious violation of the policy.

Article 23 (Compliance with Applicable Laws)

Partners must comply with all applicable laws and regulations related to the sale and operation of products, including but not limited to those concerning tourism, accommodation, transportation, activities, safety, taxation, advertising, consumer protection, and personal data protection.

With respect to consumer protection, Vietnam’s Law on Protection of Consumer Rights (2023) came into effect on July 1, 2024, strengthening the obligations of businesses to provide accurate information and enhancing the protection of consumer rights.

Chapter 8. Prohibited Activities and Sanctions
Article 24 (Prohibited Activities)

Partners must not engage in any of the following activities:

1.    Registering false products, displaying inaccurate schedules, or misrepresenting inventory availability

2.    Selling products that cannot be actually operated or delivered

3.    Selling unauthorized or illegal products

4.    Inducing users to make payments outside the platform or engage in direct transactions

5.    Creating fake reviews, self-transactions, fake bookings, or manipulating rankings

6.    Using others’ photos, videos, trademarks, reviews, or descriptions without authorization

7.    Collecting, using, or sharing user personal data without authorization

8.    Inserting misleading or irrelevant keywords to manipulate search exposure

9.    Impersonating or causing confusion with the Company or other partners

10. Engaging in activities that harm user safety or undermine platform trust

11. Violating applicable laws, public order and morals, or Company policies

Điều 25 (Hạn chế bán hàng và biện pháp xử lý)

Trong trường hợp đối tác vi phạm chính sách này hoặc các quy định pháp luật liên quan, Công ty có thể áp dụng các biện pháp sau đây tùy theo mức độ vi phạm, tính lặp lại, quy mô thiệt hại đối với người tiêu dùng và mức độ cố ý:

1.    Thông báo hoặc yêu cầu chỉnh sửa

2.    Cảnh báo

3.    Tạm hoãn phê duyệt sản phẩm

4.    Hạn chế hiển thị sản phẩm

5.    Tạm ngừng bán đối với sản phẩm cụ thể

6.    Hạn chế đăng sản phẩm mới

7.    Hạn chế sử dụng dịch vụ quảng cáo

8.    Tạm hoãn thanh toán

9.    Chấm dứt hợp đồng và hạn chế đăng ký lại

Trong trường hợp có thể, Công ty sẽ thông báo trước và tạo cơ hội để đối tác giải trình. Tuy nhiên, trong các trường hợp cần ngăn chặn thiệt hại cho người tiêu dùng, xử lý khẩn cấp về an toàn hoặc ngăn chặn hành vi vi phạm pháp luật rõ ràng, Công ty có thể thực hiện biện pháp xử lý trước và thông báo sau.

Article 26 (Management of Repeated Violations)

If the same or similar types of violations occur two or more times within the most recent three-month period, the Company may impose stricter sanctions than those applied to general violations.

Examples of repeated violations include:

1.    Repeated disputes of the same type regarding refunds

2.    Repeated failure to respond to booking requests

3.    Repeated operation of inaccurate or false schedules

4.    Repeated customer dissatisfaction or poor on-site operations

5.    Repeated misuse of personal data

6.    Repeated inducement of off-platform direct transactions

Chapter 9. Settlement and Contract Termination
Article 27 (Settlement Principles)

Payments to partners are calculated after deducting platform fees, advertising costs, partner-borne discount contributions, refunds, card or payment-related deductions, and other agreed costs from the amount paid by users.

The specific settlement cycle, tax handling method, payment date, payment currency, and deduction items shall follow the Company’s settlement policy or individual agreements.

Partners must ensure that all settlement-related information, including tax documents, bank account details, and remittance information, is accurate and kept up to date.

Article 28 (Grounds for Withholding Settlement)

The Company may withhold part or all of the settlement amount in the following cases:

1.    When there are pending refunds

2.    When payment withholding is requested by a card issuer or payment provider

3.    When fraudulent or suspicious transactions are suspected

4.    When customer disputes or legal disputes are ongoing

5.    When the partner fails to provide requested supporting documents

6.    When there is a risk of consumer harm or escalation of damages

7.    When there is a request from a court, regulatory authority, or competent authority

The Company may resume settlement once the reasons for withholding have been resolved, in accordance with the relevant criteria.

Article 29 (Termination and Post-Termination Responsibilities)

Partners may notify the Company of their intention to terminate the agreement at any time. However, they must fulfill all obligations related to ongoing bookings, refunds, customer support, dispute handling, taxation, and settlement.

Even if the Company terminates the agreement, the partner shall not be exempt from responsibilities arising from products sold prior to termination.

After termination, provisions relating to personal data protection, confidentiality, settlement and refunds, liability for damages, intellectual property responsibilities, and user claim handling shall remain in effect to the extent required by their nature.

Article 30 (Indemnification)

If any damage is caused to users, the Company, or third parties due to reasons attributable to the partner, the partner shall be liable for such damages.

If the Company incurs costs such as refunds, compensation, administrative actions, legal proceedings, dispute resolution, or reputation recovery due to the partner’s actions—including false information registration, illegal sales, safety incidents, copyright infringement, personal data breaches, unfair refusal of refunds, or failure to provide on-site services—the Company may claim reimbursement of such costs from the partner.

Chapter 10. Miscellaneous

Article 31 (Confidentiality)

The Company and the partner shall not disclose to any third party or use for purposes other than the implementation of this policy any confidential business, technical, customer service, or settlement-related information obtained during the course of the agreement and operations, without the consent of the other party.

This provision shall remain in effect even after termination of the agreement.

Article 32 (Amendments to the Policy)

The Company may amend this policy in accordance with changes in applicable laws, service structure, operational policies, or platform functionalities.

In the event of significant changes, the Company will provide prior notice before the effective date through appropriate channels such as platform notices, email, partner management pages, or other suitable means.

Article 33 (Governing Law and Dispute Resolution)

This policy shall be governed by and interpreted in accordance with the laws of Vietnam.

In the event of a dispute between the Company and the partner in connection with this policy, the parties shall first attempt to resolve the matter through good-faith negotiations. If no agreement is reached, the dispute shall be resolved by the competent court having jurisdiction over the Company’s principal place of business or in accordance with applicable laws.