Cancellation Policy
Last updated: September 29, 2025
Effective: Immediately
1. Policy Overview
Luva Travel applies a flexible and fair cancellation policy that protects the interests of both our customers and the service provider.
2. Cancellation Deadlines and Applicable Fees
2.1. Cancellation Before Arrival (Check-in)
| Cancellation notice before arrival | Cancellation fee | Refund |
|---|---|---|
| More than 30 days | 10% of the booking value | 90% |
| 15-30 days | 25% of the booking value | 75% |
| 7-14 days | 50% of the booking value | 50% |
| 3-6 days | 75% of the booking value | 25% |
| Less than 3 days | 100% of the booking value | 0% |
2.2. Cancellation After Arrival (Early Check-out)
| Notice given before departure | Applicable fee | Refund |
|---|---|---|
| More than 7 days | Refund for unused days | 100% |
| 3-7 days | Refund of 50% of the value of unused days | 50% |
| Less than 3 days | No refund | 0% |
3. Free Cancellation Cases
3.1. Force Majeure
We refund 100% of the booking amount in the following cases:
- Natural disasters, epidemics, war
- Serious transportation disruptions
- Serious health issues (with supporting documentation)
- Changes to your company’s schedule (with confirmation)
3.2. Fault on the Part of Luva Travel
If the fault is ours:
- The apartment is not ready upon arrival
- Facilities do not match what was promised
- Services do not meet requirements
- Breach of the contract terms
4. Cancellation Process
4.1. Cancellation Steps
- Notice of cancellation: Send an email or call our hotline
- Information verification: Provide your booking code and personal details
- Request processing: Our staff confirm the request and calculate the cancellation fee
- Refund: Refunds are processed within 3-5 business days
- Confirmation: An email confirming the cancellation and refund is sent
4.2. Information Required
- Booking code
- Full name of the person who made the booking
- Contact phone number
- Expected arrival date
- Reason for cancellation (if any)
5. Refund Methods
5.1. Refund to the Original Payment Method
- Credit/debit card: 3-5 business days
- Bank transfer: 1-3 business days
- E-wallet: 24-48 hours
- Cash: Refunded at our office within 1 day
5.2. Refund Fees
- Luva Travel does not charge a refund fee
- Transfer fees (if any) are set by the bank
- Refunds are made at the actual exchange rate at the time of refund
6. Special Cases
6.1. Group Bookings
- More than 5 apartments: a separate policy applies
- Cancellation notice is required 45 days in advance
- Cancellation fees may be negotiated separately
6.2. Long-Term Bookings
- More than 30 days: a more flexible policy applies
- Dates can be changed free of charge
- Cancellation fees are reduced by 50% compared with the standard rate
6.3. Loyal Customers
- VIP customers: an exclusive preferential policy
- Regular customers: 25% off cancellation fees
- Corporate customers: terms may be negotiated separately
7. Additional Terms
7.1. Changing the Arrival Date
- The arrival date may be changed once free of charge
- At least 7 days’ notice is required
- Subject to availability
7.2. Partial Cancellation
- A maximum of 50% of the booked rooms may be cancelled
- Cancellation fees apply as specified
- 7 days’ notice is required
8. Cancellation Contact
If you need to cancel a booking, please contact us:
- Hotline: +84 926 576 125 (24/7)
- Email: [email protected]
- Office: 105 Nguyen Dinh Chieu, District 3, Ho Chi Minh City
- Office hours: 8:00 – 22:00 daily
This cancellation policy ensures transparency and fairness for all Luva Travel customers.