Return Policy - Private Tours

Important Notice: Service-Based Product

Please note that Saigon On Film private tours are service-based experiences, not physical products. Once the tour service has been received and delivered, it cannot be returned or refunded in the traditional sense.

Service Quality Guarantee

We are committed to providing exceptional tour experiences. If you believe the quality of service did not meet your expectations, we encourage you to share your feedback with us.

How to Report Service Issues

• Contact Email: solutions@saigononfilm.com

• Response Time: Your feedback will be reviewed within 10 working days

• Process: Include details of your tour date, guide name, and specific concerns

Full Compensation Scenarios

Saigon On Film will provide full compensation in the following circumstances:

1. No-Show Guide

If the service was fully prepaid and the assigned guide failed to appear to lead the tour without prior notification or valid reason.

2. Force Majeure Cancellation

If the service was fully paid but could not be delivered due to conditions beyond our team's management, including:

• Extreme weather conditions

• Public activity restrictions

• Government-imposed limitations

• Other force majeure events

Payment Policy

Minimum Service Delivery Standard

If the tour service was delivered for a minimum of 20% of its announced duration, the full payment is considered earned and no refund will be provided.

Contact Information

For any service-related concerns or compensation requests, please contact:

Email: solutions@saigononfilm.com

We value your feedback and are committed to continuously improving our tour experiences.