We understand that travel plans can change. This policy explains how cancellations, changes and refunds work for Hura Cars services. The applicable policy depends on the service booked, because a private car, a tour guide, tickets and a shore excursion do not create the same supplier commitments.

Important: This is our general policy for normal travel dates. Each tour or service may have different deposit and payment requirements, holiday or Tet surcharges, and cancellation or refund conditions. The specific terms shown on the service page and in your booking confirmation will apply to that booking.

Private sightseeing tour in Hue with Hura Cars — Private sightseeing and transfer services in Central Vietnam

1. Private car transfers and driver services

This section applies to private airport transfers, intercity transfers and private car services where a driver is provided without a guide.

Free cancellation: You may cancel at least 36 hours before the confirmed pickup time.
Late cancellation: A cancellation made less than 36 hours before pickup is charged at 100% of the booked service price.
Same-day changes: Changing the departure date or route on the day of travel is treated as a late cancellation unless we have agreed otherwise in writing.
No-show: If you do not appear at the confirmed pickup point, the booking is non-refundable and 100% of the booked service price remains due.

If your flight or train schedule changes, contact us as soon as possible. We will try to help, but a change can only be accepted when a suitable vehicle and driver are still available.

2. Shore excursions and port excursions

This section applies to private shore excursions and port excursions arranged for cruise passengers. The vehicle and driver are booked for your group. A tour guide is not included unless the product page or booking confirmation specifically says so.

Minimum deposit: A deposit of at least 25% of the total booking price is required to confirm the excursion.
Cancellation at least 3 full days before departure: The 25% deposit is retained as the cancellation charge. If you paid the full booking amount, we refund 75% of the total price.
Cancellation less than 3 days before departure, same-day cancellation or no-show: 100% of the total booking price is payable.
Tickets: Entrance tickets and other tickets are 100% non-refundable once purchased or issued.

Ba Na Hills and Golden Bridge tour from Central Vietnam — Some tours include advance arrangements such as attraction tickets or timed services

3. Tour guide services added to a booking

A tour guide is an add-on service. It is separate from the private car and driver service, so the guide cancellation fee applies only to the guide add-on price.

6 or more days before the tour: No guide cancellation fee.
4–5 days before the tour: 75% of the guide add-on price.
1–3 days before the tour: 100% of the guide add-on price.
On the tour day or in case of no-show: 100% of the guide add-on price.

These guide fees do not automatically cancel or refund the private car service. Each part of the booking is assessed under its own policy.

Minimum deposit: A deposit of at least 25% of the total booking price is required to confirm the reservation.

Private vehicle for a Chan May cruise port excursion — Port excursions depend on the ship schedule, meeting time and supplier availability

5. Tickets, meals and other supplier services

Entrance tickets, attraction tickets, show tickets and other tickets are 100% non-refundable once purchased or issued.
Meals, cable-car tickets and other services paid to a third-party supplier may be non-refundable after confirmation. We will identify these charges in the booking confirmation whenever possible.
Refunds do not include bank charges, payment-processing fees, currency-exchange losses or other costs that cannot be recovered.

6. How to request a cancellation or change

Send your request by email or WhatsApp using the contact details in your booking confirmation. A cancellation is effective only when Hura Cars confirms that we have received it. Please include your reservation number, traveller name, travel date and the service you want to cancel or change.

The notice period is calculated from the time we receive your written request in Vietnam time. Messages sent outside our working hours are treated as received at the next available working time.

7. Refund processing

When a refund is approved, we normally return it to the original payment method. Processing time depends on the bank, card issuer or payment provider. Any refundable amount is calculated after deducting applicable cancellation charges and non-recoverable fees.

If the supplier cancels a service, the service cannot operate, or circumstances outside our control affect the booking, we will contact you and offer the available alternative, rescheduling or refund arrangement under the supplier’s terms.

8. Questions and assistance

If you are unsure which rule applies, contact us before making a change. We will check the booking confirmation and explain the amount that may be retained or refunded.

WhatsApp: +84 934 899 900
Email: huracars@gmail.com

This policy applies together with the inclusions, payment terms and cancellation conditions shown on the relevant service page and booking confirmation. If those documents contain a service-specific rule, the service-specific rule applies.