Please read these Terms of Use carefully before using AVIA’s service(s).
In these Terms of Use, “we, our, us” refers to AVIA, belonging to VIDI Group.
By using AVIA’s service(s), you express your unconditional agreement with the Terms & Conditions in this document, and to follow these terms and any applicable regulations and laws. If you do not agree with the terms stated in this agreement or are dissatisfied with the site, please contact VIDI Group via the email address at the end of these Terms & Conditions. Your failure to follow these Terms & Conditions may result in legal action, suspension, or termination of your access to this site without notice. AVIA reserves the right to change the Terms & Conditions without prior notice.
I. Our Services
AVIA provides the following airport concierge services for international travelers arriving at, departing from, or transiting through Vietnam’s international airports:
1.1. Arrival Fast Track
AVIA’s Arrival Fast Track service is designed to assist you in completing immigration and entry procedures at Vietnam’s international airports quickly and smoothly. An AVIA representative will meet you upon landing and escort you through priority immigration channels, helping you exit the airport in the shortest possible time.
Cancellation & Refund Policy
Before payment: You may cancel your order at any time free of charge, even without notifying us.
After payment — Full refund: You are entitled to a full refund if you submit an official cancellation request in written form (email) at least 24 working hours prior to your registered landing time.
After payment — No refund: No refund will be given for cancellations submitted less than 24 working hours before your registered landing time.
Flight changes due to external factors: If your flight schedule changes due to circumstances beyond your control (e.g., natural disasters, airline delays), you must notify us immediately and no later than 6 hours before your new landing time via our hotline at (VN) +84 989 383 767. Failure to do so that results in non-delivery of the service will not qualify for a refund.
On your arrival date: If you are unable to receive the service for any reason, you must call our hotline (VN) +84 989 383 767 within 2 hours of landing and follow our instructions. Failure to do so will result in no refund.
AVIA’s fault — Full refund guaranteed: A full refund will be issued if:
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You cannot find our representative at the arrival airport, despite calling our hotline ((VN) +84 989 383 767 and following our instructions; or
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You receive no answer or assistance within 2 hours of your landing time after contacting us via our hotline.
In addition, in such cases we commit to provide a Fast Track service for one person on your next booking at no charge, or a complimentary Airport Transfer service on your departure.
1.2. Departure Fast Track
AVIA’s Departure Fast Track service ensures a smooth and efficient departure experience. Our staff will meet you at the airport and escort you through priority immigration channels, so you reach your gate without the usual stress of long queues.
Cancellation & Refund Policy
Before payment: You may cancel your order at any time free of charge, even without notifying us.
After payment — Full refund: You are entitled to a full refund if you submit an official cancellation request in written form (email) at least 24 working hours prior to your flight.
After payment — No refund: No refund will be given for cancellations submitted less than 24 working hours before your flight.
Flight changes due to external factors: If your flight schedule changes due to circumstances beyond your control, you must notify us immediately and no later than 6 hours before your new departure time via our hotline at (VN) +84 989 383 767.
AVIA’s fault — Full refund guaranteed: A full refund will be issued if:
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You cannot find our representative at the departure airport, despite calling our hotline and following our instructions; or
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You receive no answer or assistance after contacting us via our hotline.
1.3. Connecting Fast Track
AVIA’s Connecting Fast Track service is designed for travelers transiting through Vietnam’s international airports. Our staff will assist you in moving quickly between flights, handling immigration, luggage re-checking (where applicable), and boarding procedures to ensure you make your connection on time.
Cancellation & Refund Policy
The Cancellation & Refund Policy for Connecting Fast Track follows the same terms as the Arrival Fast Track policy outlined in Section 1.1, with timelines calculated from your registered connecting flight time.
1.4. Airport Transfer
AVIA’s Airport Transfer service provides private car transfers between Vietnam’s international airports and your destination in the city. Pricing is per car, not per passenger, and is operated by a professional, English-speaking driver.
Cancellation & Refund Policy
Before payment: You may cancel your order at any time free of charge, even without notifying us.
After payment — Full refund: You are entitled to a full refund if you submit an official cancellation request in written form (email) at least 24 working hours prior to your registered pick-up time.
After payment — No refund: No refund will be given for cancellations submitted less than 24 working hours before your registered pick-up time.
Flight or schedule changes due to external factors: You must notify us immediately and no later than 6 hours before your new arrival or pick-up time via our hotline at (VN) +84 989 383 767. Failure to do so that results in non-delivery of the service will not qualify for a refund.
On your service date: If you are unable to receive the service for any reason, you must call our hotline (VN) +84 989 383 767 within 2 hours and follow our instructions. Failure to do so will result in no refund.
1.5. Vietnam eSIM
Vietnam eSIM (embedded SIM) is a digital product that keeps travelers connected during their trip to Vietnam. The Vietnam eSIM provided by AVIA is from local operators and comes with a phone number. Its validity ranges from 5 to 30 days.
Processing Time
Normally, the eSIM QR code will be delivered to the customer’s registered email within 5 minutes of purchase. If you do not receive it, please contact us via [email protected] for support.
Cancellation & Refund Policy
No refund will be accepted in the following cases:
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You do not find your eSIM in your primary inbox but fail to contact us to investigate — eSIM delivery emails may occasionally be sorted as spam or promotions.
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You have already received your eSIM QR code via email or any channel, as eSIM is a digital product and cannot be cancelled once delivered.
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The QR code has been scanned or the eSIM has been activated.
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The refund request is submitted more than 15 days after the original order date.
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The eSIM had an error that has been resolved and communicated to you by our Support Team.
Refund or exchange may be accepted in the following case:
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You experience a problem with our eSIM service that has been submitted and verified through our Support Team. Our Support Team will examine whether the issue falls under our responsibility. If applicable, we will initiate your refund. Please note that refund requests submitted after returning to your home country without prior confirmation with us cannot be processed.
To request a cancellation or refund: Contact us at [email protected]. Please provide your order number, product name, and reason for the refund. A refund will be processed using the same payment method used for the original purchase (e.g., PayPal) and may take up to 10 business days.
II. Payment
For all of our services, we accept the following payment methods:
Method 1: Pay by Credit Card, VISA Card, MasterCard, American Express, JCB, Diners Club… through www.OnePay.vn
Method 2: Pay in cash at our office.
Our office addresses:
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VIDI Group — 23rd Floor, TASCO Building, Pham Hung Road, Me Tri, Tu Liem, Hanoi, Vietnam
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VIDI Group — 6th Floor, VIPD Building, No. 4 Nguyen Thi Minh Khai, Da Kao Ward, District 1, Ho Chi Minh City, Vietnam
Regardless of payment method, any additional charges associated with your bank or financial institution that occur during the payment process are your responsibility. AVIA is not responsible for any such charges.
III. Refund Schedule
Approved refunds are processed every Thursday. If that day falls on a recognized public holiday (e.g., Tết, National Day), the refund will be processed on the following working day. Please allow 7–10 working days for the funds to reach your account, depending on your bank or financial institution’s processing time.
Any bank or transaction fees charged by your financial institution in connection with the refund are your responsibility. AVIA will bear any fees charged by our own bank in connection with processing the refund.
IV. Disclaimer
Due to reasons beyond AVIA’s control, we cannot guarantee that you will receive all confirmation and notification emails. These reasons may include email delivery failure, incorrect email addresses, or emails being filtered into your spam or promotions folder. If you do not receive any correspondence regarding your booking, you are required to contact our Support Team at least 24 hours prior to your service date. AVIA will not be responsible for any loss or damage, including refund requests, arising from such circumstances.
Customers are responsible for checking the accuracy of all personal information provided during the booking process. AVIA is not responsible for errors in service delivery caused by incorrect information submitted by the customer.
V. Privacy
Please refer to our Privacy Policy, to which you also agree to be bound when using our services. The Privacy Policy is incorporated as part of this agreement.
Communications: By using our site and services, you give AVIA your express permission to contact you via email or phone for all purposes, including the distribution of marketing and promotional materials.
VI. Security
You are responsible for maintaining the confidentiality of your account credentials on AVIA. You are responsible for all activity conducted under your account, whether or not authorized by you. You agree to notify us immediately of any unauthorized use of your account. Please refer to our Privacy Policy for further information on data handling.
VII. Entire Agreement
This agreement, together with the Privacy Policy, constitutes the entire agreement between you and AVIA and supersedes any and all prior agreements, statements, or representations. Failure to enforce any provision of this Agreement shall not be construed as a waiver of such provision or of the right to enforce it. No amendment or modification made by you shall be valid or binding unless in writing and signed by both parties. This agreement is governed by the laws of Vietnam.
Contact Us
If you have any questions about our Terms & Conditions, please contact us at:
You may also reach us in person at:
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VIDI Group — 23rd Floor, TASCO Building, Pham Hung Road, Me Tri, Tu Liem, Hanoi, Vietnam
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VIDI Group — 6th Floor, VIPD Building, No. 4 Nguyen Thi Minh Khai, Da Kao Ward, District 1, Ho Chi Minh City, Vietnam
