This Cancellation & Refund Policy applies to all services offered by AVIA, a member of VIDI Group, including Arrival Fast Track, Departure Fast Track, Connecting Fast Track, Airport Transfer, and Vietnam eSIM. By completing a booking with AVIA, you agree to the terms set out in this Policy.
To submit a cancellation or amendment request, please contact us in writing via email at [email protected]. All requests must clearly state your order ID and the registered email address used at the time of booking.
I. Airport Services
This section applies to the following services: Arrival Fast Track, Departure Fast Track, Connecting Fast Track, and Airport Transfer.
1.1. Cancellation 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 provided that you submit an official cancellation request in written form (email) to [email protected] at least 24 working hours prior to your registered service time (landing time, departure time, or pick-up time, as applicable).
After payment — No refund: No refund will be given for cancellation requests submitted less than 24 working hours before your registered service time, for any reason.
Flight or schedule changes due to external factors: If your flight or schedule changes due to circumstances beyond your control (e.g., natural disasters, airline-initiated delays), you must notify us immediately and no later than 6 hours before your new registered service time via our hotline at (VN) +84 989 383 767. Failure to notify us within this timeframe that results in non-delivery of the service will not qualify for a refund.
1.2. Amendment Policy
Eligible amendments: You may request a change to your order details (including flight number, service date, pick-up location, or number of passengers) by submitting an official amendment request in written form (email) to [email protected] at least 24 working hours prior to your registered service time. Eligible amendments will be processed at no additional charge.
Late amendment requests: Amendment requests submitted less than 24 working hours before your registered service time will not be accepted for personal reasons. Should a failure of service delivery result from such a late request, no refund will be given.
External factors: In the event of flight schedule changes due to external factors, please contact us immediately via our hotline at (VN) +84 989 383 767 and no later than 6 hours before your new registered service time. We will make every effort to accommodate the adjustment.
1.3. Refund Guarantee
AVIA is committed to delivering exactly what is promised. A full refund will be issued if the service cannot be delivered due to our fault, specifically in either of the following cases:
- You cannot find our representative at the airport, despite calling our hotline at (VN) +84 989 383 767 and following our instructions; or
- You receive no answer or assistance within 2 hours of your registered service time after contacting us via our hotline.
In addition to the full refund, we commit to providing a Fast Track service for one person on your next booking at no charge, or a complimentary Airport Transfer service on your next trip.
II. Vietnam eSIM
2.1. No Refund Cases
As Vietnam eSIM is a digital product, cancellation and refund requests will not be accepted in the following cases:
- 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.
- You have already received your eSIM QR code via email or any other channel, as eSIM is a digital product that cannot be cancelled once delivered.
- The QR code has been scanned or the eSIM has been activated.
- The eSIM experienced an error that has been resolved and communicated to you by our Support Team.
- The refund request is submitted more than 15 days after the original order date.
2.2. Eligible Refund Cases
A refund or exchange may be considered in the following case only:
- You experience a verified problem with our eSIM service that has been submitted to and confirmed by our Support Team. Our Support Team will assess 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.
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.
For Vietnam eSIM refunds, the refund will be processed using the same payment method as the original purchase and may take up to 10 business days.
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. General Provisions
Right to decline service: AVIA reserves the right to decline to process any booking for any reason, including but not limited to an incomplete application or unusual circumstances. In such cases, a full refund of the service fee will be given.
Email communications: AVIA cannot guarantee delivery of all confirmation and notification emails due to reasons beyond our control, including email delivery failure, incorrect email addresses, or emails being filtered into spam. Customers are responsible for contacting us if correspondence is not received.
Customer responsibility: Customers are responsible for the accuracy of all information provided at the time of booking. AVIA is not responsible for non-delivery or failure of service caused by incorrect information submitted by the customer.
Governing law: This Policy is governed by the laws of Vietnam.
Contact Us
For all cancellation, amendment, and refund enquiries, please contact us at:
Email: [email protected]
WhatsApp / Hotline (VN): +84 989 383 767
Website: www.avia.vn
