How to cancel or change
Message us on WhatsApp (+84 787 767 083) or email nguyenbeck111@gmail.com with your booking code. The time of cancellation is the moment we confirm it back to you, so please write to us as early as you can.
The times below count back from your pickup time.
Normal days
| When you cancel or change | Change trip or date | Cancel |
|---|---|---|
| More than 24 hours before | Free | Full refund |
| 12 to 24 hours before | Free, if seats are available | 30% fee |
| 6 to 12 hours before | Free, if seats are available | 50% fee |
| Less than 6 hours before | Not possible | No refund |
Public holidays and Tet
These rules apply on Vietnamese public holidays and Lunar New Year (Tet), including the three days before and after.
| When you cancel or change | Change trip or date | Cancel |
|---|---|---|
| More than 5 days before | Free | Full refund |
| 2 to 5 days before | Free, if seats are available | 30% fee |
| 1 to 2 days before | Free, if seats are available | 50% fee |
| Less than 24 hours before | Not possible | No refund |
Groups
For bookings of 5 cabins or more, cancelling at least 24 hours before departure costs 50% of the fare (or the deposit). For groups and holiday travel, the final cancellation fee is set by HK Buslines, and we will tell you before you book.
If the bus company changes your trip
- If HK Buslines cancels a bus, we move you to the nearest available bus, or refund you in full if that does not suit you.
- If the bus leaves before the agreed pickup time, or does not pick you up after we confirmed your pickup, you get a full refund.
- In events beyond anyone’s control, such as storms, floods or road closures, schedules can change. We will tell you as soon as we know.
Pickup times
Many buses on this route are long-distance buses, so pickup times in Hue and Phong Nha are estimates. We confirm your exact pickup time by WhatsApp before your trip. Please be ready at your hotel in Hue, or at the pickup point in Phong Nha, 30 minutes before that time. A ticket is valid only for the date and bus it was booked for.
How refunds are paid
We refund the full amount due under this policy, to the way you paid: bank transfer back to your Vietnamese account, or back to your PayPal account or card. PayPal fees are on us, so they are never taken out of your refund.