I. PAYMENT POLICY

Deposit & Final payment:

• A 50% deposit of the total booking value is required to secure your reservation (applicable to bookings made at least 45 days in advance). A full payment is required for all others reservations made within 45 days prior to arrival.
• Your reservation is confirmed once payment has been paid and must be received by Sena Cruises.
• All bookings will be confirmed via email officially within 2 working days.
• The remaining balance is to be settled 07 days prior to arrival.

Payment Methods

Payments can be made via:

• Debit/Credit Card (Visa, MasterCard, American Express, JCB) through the secure OnePAY Payment Gateway.
• Bank transfer.
• Cash payment at our Hanoi office (VND, USD, EUR accepted. Local currency is preferred.)

Please kindly note that all transaction fees are not inclusive in price. There is an extra 4% bank fee for the payment by Debit/Credit Card. In case of cancellation, we will make a refund as the cancellation policy (with 4% transaction fee is ON you).

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II. CANCELLATION POLICY 

1. Cancellation by guests: 

Time of Cancellation	Cancellation fee
	01 – 05 cabins	From 06 cabins
More than 30 days before arrival	Free of charge	Free of charge
15 – 30 days before arrival	Free of charge	50% charged
07 – 14 days before arrival	50% charged	100% charged
Less than 7 days / No-show	100% charged	100% charged

For non-refundable reservation: Full payment is non-refundable upon booking confirmation (100% cancellation fee applies at all times).

2. Cancellation by bad weather:
We reserve the right to cancel your booking under some unavoidable circumstance to guarantee the safety of tourists. Following policies will be applied for bad weather:

	SITUATION	CHARGE
01	Cancellation informed before arrival date	Fully refunded
02	Cancellation on arrival date before 12:00 noon (at harbor)	Fully refunded
	2.1. Transportation & lunch used	Charged 70 USD/pax
	2.2. Day trip service used (shared boat, lunch included)	Charged 100 USD/pax
03	3D2N booking – 1 night stayed	Charged as 2D1N program
04	3D2N booking – service used until 15:00 – 17:00 (Day 2)	75% of total rate

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III. INSURANCE AND LIABILITY

Sena Cruises is not liable for any loss, injury, delay, or damage caused by natural disasters, weather conditions, political actions, or other unavoidable circumstances.
Guests are strongly advised to arrange comprehensive travel insurance, covering personal accidents, medical expenses, emergency evacuation, and personal liability.

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IV. CHILDREN POLICY

The age of children is determined based on the year of birth (birth year). Maximum 01 child sharing bed with parents per room.

• 01 child from 0 – 4 years old (sharing bed): Free of charge
• 01 child from 5 – 7 years old (sharing bed): 50% of adult rate.
• 01 child from 8 – 11 years old (sharing bed): 75% of adult rate.
• Child using a separate bed/ extra bed: 100% of adult rate.
• Two children under 12 sharing a separate cabin: 100% of adult rate.
• Children from 12 years old: 100% of adult rate.

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V. TRANSPORTATIONRound-trip shuttle bus transfer between Hanoi Old Quarter and Ha Long Bay is available at USD 30 per person (round trip).

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VI. IMPORTANT NOTE

• Itinerary and program subject to change when necessary or in bad weather conditions.
• Advance reservation is required with full passenger details (full name, date of birth, nationality, passport number, visa expiry date.
• A valid passport is required at check-in.
• Recommended items to bring: swimwear, sunglasses, insect repellent, comfortable shoes.
• Special dietary requests should be advised prior to departure.
• Surcharges may apply during Christmas, New Year, and Lunar New Year holidays.