Refund Policy

1. Full refund window

All Vietnam Fast Pass bookings (Standard Fast Track, Meet & Greet Upgrade, Mercedes Private Car, and Return Airport Transfer) are 100% refundable when cancelled at least 24 hours before the scheduled arrival time shown on your booking confirmation.

Refunds are processed to the original payment method within 5–7 business days. International card refunds may take an additional 3–5 days to appear, depending on your bank.

2. Late cancellation (under 24 hours)

Bookings cancelled less than 24 hours before arrival are non-refundable because our greeter, driver, and airport authorisations have already been allocated to your slot. We will, however, gladly transfer the booking to a future date within 6 months at no charge — just message us on WhatsApp.

3. Flight cancellations & delays

• Airline-cancelled flights: 100% refund or free rebooking on the next available flight, regardless of timing. Send us your airline cancellation email and we will action it the same day.
• Flight delays under 12 hours: Your greeter waits for free. We track your flight in real time using your provided flight number.
• Flight delays over 12 hours or diversions: We rebook your fast-track to the new arrival time at no extra cost.

4. Service quality guarantee

If our greeter does not arrive within 10 minutes of your aircraft docking at the airbridge, you are entitled to a full refund plus a complimentary future booking. To claim, contact us within 48 hours of your arrival with your booking ID.

5. Non-refundable scenarios

• No-shows where the customer did not board the flight without notice.
• Denied boarding by the airline due to passenger documentation issues.
• Refusal of immigration entry by Vietnamese authorities (we still provide all greeting and documentation assistance).

6. How to request a refund

The fastest channel is WhatsApp — quote your booking ID and the reason for cancellation. Email and the contact form are also monitored 24/7.

• WhatsApp: +84 901 234 567
• Email: [email protected]