Terms & Conditions

These Terms & Conditions ("Terms") govern the use of the Mellow website and the booking of tours, transportation, accommodation, local experiences, travel planning, business travel, and other travel-related services ("Services") provided or arranged by Mellow Trading and Service Co., Ltd. ("Mellow", "we", "us", or "our").

By accessing our website, submitting a booking request, confirming an itinerary, or making a payment to Mellow, you acknowledge that you have read, understood, and agreed to these Terms.

These Terms apply together with the specific itinerary, quotation, booking confirmation, payment terms, and cancellation conditions provided for your booking. Where specific terms in your booking confirmation or tour description differ from these general Terms, the booking-specific terms will prevail to the extent permitted by applicable law.

If you are making a booking on behalf of other travelers, you confirm that you are authorized to provide their information and communicate booking details on their behalf.

All bookings are subject to availability and confirmation by Mellow. Submitting a booking request through our website does not automatically guarantee availability.

A booking is considered confirmed only when Mellow has issued a booking confirmation and any required deposit or full payment has been successfully received, unless otherwise agreed in writing.

The lead traveler is responsible for ensuring that all booking information is accurate, including traveler names, travel dates, contact details, nationality, and any other information required to arrange the Services.

• Payments may be made using the methods displayed on our website or specified in the booking confirmation.
• Online payments may be processed through authorized third-party payment providers. Mellow does not directly store complete payment card details.
• Depending on the tour or Service, Mellow may require full payment at booking, a deposit followed by balance payment, or another schedule stated in writing.
• Failure to make payment by the stated deadline may result in suspension or cancellation of the booking.

A payment receipt, invoice, or booking confirmation may be issued electronically. For detailed payment handling, please review our Payment & Policy page.

Unless otherwise stated, tour and Service prices are displayed in the currency shown on the website, quotation, or booking page. The final payable amount will be clearly displayed before payment.

Prices may vary depending on travel dates, group size, accommodation category, transportation requirements, selected activities, added services, seasonal availability, and special traveler requests.

• Included charges will be disclosed before payment confirmation.
• Unless expressly stated as included, prices generally do not include flights, visa fees, travel insurance, personal expenses, optional activities, tips, or services outside the confirmed itinerary.
• Before a booking is confirmed, prices may change because of supplier pricing, availability, exchange-rate fluctuations, government taxes, or other operational factors.

Once a booking has been confirmed and paid, Mellow will not change the confirmed price except when the traveler requests a booking change, additional Services are requested, government taxes or mandatory charges change, or an obvious pricing or technical error is identified.

Cancellation conditions may vary depending on the tour, Service, promotion, accommodation provider, transportation provider, or other third-party supplier involved in the booking. The policy applicable to your booking will be displayed on the relevant tour page or provided before booking confirmation.

Cancellation requests must be submitted to Mellow through the contact details shown on our website or booking confirmation. The effective cancellation date is the date Mellow receives the request.

• Where a refund is due, it will normally be returned through the original payment method unless otherwise agreed or technically unavailable.
• Refund processing time may depend on the payment provider, issuing bank, and payment method.
• Bank charges, payment processing fees, or non-refundable supplier charges may be deducted where clearly disclosed or permitted by law.
• No refund will normally be provided for unused Services voluntarily declined by the traveler, late arrival, early departure, missed activities caused by the traveler's delay, missing travel documents, or Services the traveler chooses not to use after the tour begins.

Certain promotional rates, special-event bookings, airline tickets, cruise bookings, or supplier-controlled Services may have different cancellation conditions. Any such specific conditions will be disclosed before confirmation.

Mellow carefully plans each itinerary to deliver the Services described in the confirmed booking. However, travel arrangements may occasionally need to be adjusted because of adverse weather, natural disasters, transport conditions, schedule changes, government restrictions, safety concerns, attraction closures, supplier availability, or other circumstances beyond Mellow's reasonable control.

Where a change is necessary, Mellow will make reasonable efforts to provide an alternative Service or experience of a similar standard and value. Minor itinerary adjustments that do not materially affect the overall nature of the tour may be made where reasonably necessary for operational or safety reasons.

• If Mellow makes a significant change before departure, the traveler will be informed as soon as reasonably possible.
• Depending on the circumstances, Mellow may offer an alternative itinerary, replacement Services, a change of travel date, future-travel credit, or a refund for Services it cannot provide.
• Traveler-requested changes remain subject to availability and may involve additional charges or supplier amendment fees.

Travelers are responsible for ensuring that they meet all travel requirements applicable to their journey. This includes, where relevant, holding a valid passport, obtaining visas or entry permissions, meeting immigration requirements, securing any required health or travel documentation, and complying with applicable laws and regulations.

Passport names and traveler information provided to Mellow must be accurate and match official travel documents where required. Travelers should check passport validity and visa requirements before departure.

Mellow may provide general travel information or visa-support assistance. Unless expressly stated otherwise, such information is for general guidance only and does not constitute legal or immigration advice. The final decision regarding entry, exit, visas, immigration, and border control remains with the relevant authorities.

Mellow is not responsible for a traveler's inability to participate in a tour due to missing, invalid, inaccurate, or insufficient travel documentation, except where caused directly by Mellow's failure to provide a Service expressly agreed in writing.

Travelers are expected to behave responsibly and respectfully throughout their journey. They must comply with applicable laws, respect Vietnamese customs and cultural practices, follow reasonable safety instructions from Mellow representatives and Service providers, arrive at agreed meeting points on time, and avoid conduct that may endanger themselves or others.

• Respect local communities and the natural environment.
• Provide accurate information relevant to the safe delivery of booked Services.
• Inform Mellow before departure of dietary requirements, mobility needs, or other special assistance needs that may affect service delivery.

Mellow will make reasonable efforts to accommodate disclosed requirements but cannot guarantee that every request can be fulfilled. Mellow also reserves the right to refuse or discontinue a traveler's participation where the conduct creates a serious safety risk, materially disrupts the tour, or seriously affects other travelers, local communities, or Service providers.

Mellow is responsible for providing or arranging the Services specified in the confirmed booking with reasonable care and in accordance with applicable law. Some travel Services may be delivered by independent third-party suppliers such as hotels, transportation operators, cruise operators, activity providers, restaurants, and other local partners.

Where Mellow acts as an arranger or intermediary for third-party Services, those Services may also be subject to the supplier's own operational conditions. Mellow will make reasonable efforts to select suitable Service providers and address Service issues reported during the journey.

• To the extent permitted by applicable law, Mellow will not be responsible for loss or disruption caused solely by circumstances beyond Mellow's reasonable control, including severe weather, natural disasters, epidemics, government actions, civil disturbance, or transportation disruption.
• Nothing in these Terms excludes or limits any liability or consumer right that cannot legally be excluded or limited under applicable Vietnamese law.
• Travelers must notify Mellow of significant Service problems as soon as reasonably possible so Mellow has an opportunity to investigate and, where practical, provide assistance or a remedy.

Unless otherwise stated, the content available on the Mellow website, including text, logos, brand elements, website design, graphics, illustrations, tour descriptions, itinerary content, and original photographs or videos, is owned by, licensed to, or lawfully used by Mellow.

The content is protected by applicable intellectual property laws. Users may access and use the website for personal and non-commercial purposes only.

• Without prior written permission from Mellow, users may not reproduce substantial website content, republish Mellow itineraries for commercial purposes, copy or imitate Mellow branding, commercially distribute Mellow content, modify and present Mellow content as their own, or otherwise infringe intellectual property rights.
• Third-party trademarks, logos, photographs, and other content remain the property of their respective owners.

Mellow respects the privacy of travelers and website users. We may collect personal information necessary to process bookings, arrange travel Services, communicate with travelers, provide customer support, process payments, meet legal and regulatory requirements, and improve our Services.

Depending on the booked Services, traveler information may be shared with relevant Service providers such as hotels, transportation providers, guides, activity providers, payment providers, or authorities where required by law.

Personal information will be handled in accordance with our Privacy Policy and applicable data-protection requirements.

These Terms and any booking made with Mellow are governed by the laws of the Socialist Republic of Vietnam.

If a dispute arises, the traveler and Mellow are encouraged to first attempt to resolve the matter through good-faith communication and negotiation. Travelers may contact Mellow using the contact details stated below.

If the dispute cannot be resolved through negotiation, either party may seek resolution through the competent authorities, courts, or other dispute-resolution mechanisms available under applicable Vietnamese law. Nothing in this section limits any mandatory rights or remedies available to consumers under applicable law.

If you have any questions about these Terms & Conditions, your booking, or Mellow's Services, please contact us.

• Mellow Trading and Service Co., Ltd.
• Da Nang, Vietnam
• Email: info@mellow.com.vn
• WhatsApp: +84 989 391 837
• Website: mellow.com.vn
• Customer Support Hours: Monday - Sunday, 8:00 AM - 10:00 PM (GMT+7)

We will make reasonable efforts to respond to customer inquiries and resolve booking-related concerns as promptly as possible.