PRIVACY POLICY
Rose Travel Service Co., Ltd. (“Rose Travel”, “we”, “us” or “our”) respects your privacy and is committed to protecting the personal information you provide when you visit our website, make an enquiry, book a tour or use our travel services.
This Privacy Policy explains what personal information we may collect, why we collect it, how we use and protect it, and the circumstances in which it may be shared.
By using our website or providing personal information to us, you acknowledge that you have read and understood this Privacy Policy.
1. About Rose Travel
Rose Travel Service Co., Ltd. is a Vietnam-based international tour operator and local Destination Management Company (DMC), providing travel services and experiences in Vietnam.
Our services may involve working with hotels, transport providers, tour guides, restaurants, cruise and boat operators, attractions and other trusted local service providers in order to deliver the services included in your booking.
2. Personal Information We Collect
Depending on how you interact with us, we may collect information such as:
- Full name
- Email address
- Telephone number or WhatsApp contact details
- Nationality
- Travel dates
- Number of travellers
- Accommodation details
- Tour preferences and special requests
- Information provided in enquiries or correspondence with us
- Booking and payment-related information
- Passport or other travel-document information where reasonably required to arrange a particular travel service
- Information relating to dietary, accessibility or other service requirements when voluntarily provided by you
We only seek information that is reasonably necessary for the relevant purpose.
We may also collect limited technical information when you use our website, such as your IP address, browser type, device information, pages visited and general website usage data, subject to applicable law and our use of cookies and similar technologies.
3. How We Collect Your Information
We may collect personal information when you:
- Submit an enquiry or booking form on our website
- Contact us by email, telephone, WhatsApp or other communication channels
- Make or amend a booking
- Request information about our tours or travel services
- Make a payment
- Communicate with our team before, during or after your trip
- Subscribe to receive marketing communications
- Visit or interact with our website
Where personal information is provided on behalf of other travellers, you should ensure that you are authorised to provide that information and that the relevant travellers are appropriately informed where required by applicable law.
4. How We Use Your Information
We may use your personal information for purposes including:
- Responding to enquiries and travel requests
- Preparing and managing quotations and bookings
- Arranging accommodation, transportation, guides, meals, activities, tickets and other travel services
- Communicating with you about your itinerary and booking
- Processing payments and refunds
- Providing customer support before, during and after your trip
- Responding to complaints or resolving disputes
- Meeting applicable legal, accounting and administrative requirements
- Protecting the security and integrity of our website, systems and services
- Improving our website, products and customer experience
- Sending travel news, offers or promotional communications where permitted and where you have provided the necessary consent
We will not use your personal information for purposes that are incompatible with the purpose for which it was collected, except where permitted or required by applicable law.
5. Sharing Information with Travel Service Providers
To arrange and deliver your booking, we may need to share relevant personal information with trusted service providers and business partners.
Depending on your itinerary, these may include:
- Hotels and accommodation providers
- Airlines, transportation companies and drivers
- Tour guides and local hosts
- Restaurants and catering providers
- Cruise, boat and activity operators
- Attractions and ticketing providers
- Visa, insurance or other travel-related service providers
- Payment service providers
- Technology, website hosting, booking and communication service providers
We only seek to disclose information that is reasonably necessary for the relevant service or purpose.
We may also disclose personal information where required by law, by a competent authority, or where reasonably necessary to protect our legal rights, customers, employees or business.
Rose Travel does not sell your personal information to third parties.
6. Marketing Communications
We may occasionally send information about new travel experiences, special offers, destination updates or other services that may be relevant to you.
Where consent is required, we will seek your consent before sending marketing communications.
You may unsubscribe from marketing emails at any time by using the unsubscribe option provided in the communication or by contacting us directly.
Please note that opting out of marketing communications will not affect essential communications relating to an existing booking or travel service.
7. Cookies and Website Analytics
Our website may use cookies and similar technologies to support essential website functions, understand how visitors use our website, improve performance and, where applicable, support marketing or analytics activities.
Where required by applicable law, non-essential cookies or similar technologies will only be used with the appropriate consent.
You may be able to manage or disable cookies through your browser settings. Disabling certain cookies may affect some website functionality.
8. Data Security
Rose Travel takes reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
Access to personal information is limited to personnel, contractors and service providers who reasonably need the information to perform their relevant duties or services.
However, no method of transmitting or storing information online can be guaranteed to be completely secure. We therefore cannot guarantee absolute security of information transmitted through the internet.
9. Data Retention
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing services, managing bookings, meeting legal and accounting obligations, resolving disputes and protecting our legitimate business interests.
When personal information is no longer reasonably required, we may securely delete, anonymise or otherwise dispose of it in accordance with applicable law and our internal procedures.
10. Your Privacy Rights
Depending on applicable law, you may have rights relating to your personal information, including the right to:
- Request correction of inaccurate or incomplete information
- Request deletion of personal information where legally applicable
- Request restriction of certain processing
- Withdraw consent where processing is based on consent
- Object to certain uses of your personal information
- Request information about how your personal information is processed
Some rights may be subject to legal or other legitimate limitations.
To exercise a privacy right or ask a question about how we handle your personal information, please contact us using the details below. We may need to verify your identity before processing certain requests.
11. International Data Transfers
As an international tour operator, Rose Travel may work with travellers, suppliers and service providers located in different countries.
Where your personal information needs to be transferred or made accessible outside Vietnam, we will take appropriate steps to handle such information in accordance with applicable data protection and privacy requirements.
12. Children’s Information
Our services are generally arranged for adults and families travelling with children.
We do not knowingly seek to collect personal information from children independently of their parent, legal guardian or responsible adult unless this is necessary for the provision of a travel service and permitted by applicable law.
Where information relating to a child is required for a booking, the parent, legal guardian or responsible adult should provide the information and ensure that it is accurate.
13. Third-Party Websites
Our website may contain links to third-party websites, including hotels, attractions, payment providers, social media platforms or other travel-related services.
Rose Travel is not responsible for the privacy practices, content or security of third-party websites. We recommend reviewing the privacy policy of any third-party website before providing personal information.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, website, technology or applicable legal requirements.
The updated version will be published on this page with the relevant “Last updated” date.
15. Contact Us
If you have any questions about this Privacy Policy, wish to exercise a privacy right, or have concerns about how your personal information is handled, please contact us:
Rose Travel Service Co., Ltd.
Hoi An, Vietnam
Email: sales@rosetravelservice.com
Website: rosetravelservice.com
We will review and respond to privacy-related enquiries within a reasonable period and in accordance with applicable law.
GENERAL RULES
Assuring that you have an enjoyable trip, please read the rules of Rose Travel Service Co.,Ltd to understand about the rights of guest and tour reservation process.
I. TOUR PRICE
- Tour price will be evaluated in VND. In case guest pay in USD, it will be exchange to VND follow exchange rate of Vietcombank at the time of payment.
- Tour price includes listed item on the itinerary.
- Tour price is stated in each itinerary and defines the specified time period.
II. CANCELLATION AND CANCELLATION FEE
A. In the case the tour is cancelled by Rose Travel Service Co.,Ltd
- Where Rose Travel Service Co.,Ltd cannot operate the tour, Rose Travel Service Co., Ltd must advise the guest immediately and refund all money paid in full within 3 days of advising of the cancelation by bank transfer or in cash.
- Rose Travel Service takes responsibilities for all costs that company pre-reserve for guests included: deposit for accommodation service, restaurant, transportation, train and boat.
B. In the case the trip is cancelled by guest:
After confirmation, if guest announce tour cancellation: Notice of the cancellation must be received in writing and sent to us via email or fax. Some of accommodation service and travel services will be charge additional cancellation fee:
- Cancellation outside 48 hours of tour departure: there is no cancellation charge.
- Cancellation within 48 hours and outside 24 hours of tour departure 50% charge for tour will be charged.
- Cancellation within 24 hours of tour departure: the full charge will be applied.
III. CHILDREN POLICY
Children under 16 years of age to join the tour must accompanied by an adult at the time of departure or if traveling with someone else, there must be written authorization of their parents.
- Kids under 4 years old: Free of charge (limit 1 kid/ booking) & from the second kids: 50% of tour price.
- Children 4 years and under 10 years old: 50% of tour price.
- Child from 10 years old and above: 100% adult price.
All children must be supervised by an adult at all times during the tour.
IV. TOUR RESERVATION AND PAYMENT
Payment Booking Conditions
Rose Travel Service Co., Ltd is a well-known Tour Operator Company in Vietnam with the government license number: 49-001/2009/TCDL-GP LHQT, issued by Vietnam National Administration of Tourism.
We promise to deal with any online booking or enquiry within 24 hours. All Accommodation and Tour Services on this website operate on a Pre-Payment Basis with a secure online payment system. There is a payment charge of 2.75% bank fee for Master and Visa Card paid by clients.
Payment Terms and Conditions
These terms and conditions are an agreement between Rose Travel Service Co., Ltd (RTS) which supplies accommodation/ tour services and “You” mean the person who purchases and uses any accommodation / tour services with Rose Travel Service Co., Ltd. A contract will exist as soon as we issue a confirmation invoice in response to your booking and subsequent deposit paid to us. On our part we have obligations to provide you with the accommodation / tour service you have booked on the terms clearly stated below. Your contract is entered into with RTS
Booking Confirmation & Payment Policy:
When your request is submitted through the booking form, our “instant reply” email system will send through an email to let you know we have received your enquiry. Our reservation department will then check the availability and a confirmation email will be sent out within 24 hours. Upon receipt of your acceptance an invoice will be sent out to you for a deposit on your service. You may pay in full at this time or you may pay a deposit of 50% of total amount, the balance will be made upon arrival.
We will provide you with a secure online payment system for this payment. Please check all the details for your booking are correct before paying your deposit. The following cards are accepted for payment: Credit, Visa and MasterCard.
Deposits:
To guarantee your booking, we require a deposit of at least full charge for the service per person upon confirmation of booking tour. The remainder accommodation fees or service shall be required to send us only 60 days before departure for all services by money transfer or credit card payment with all bank transfer.
For Late Reservation: A full payment is due immediately upon your tour confirmation if the reservation is made 60 days or less before first day arrival.
Alternative Payment Options.
- Payment by Cash, Traveler Cheques or Credit Card (applicable where you are in Vietnam)
- Payment by Bank Transfer to our banks (applicable in both cases you are in/ not in VN)
- Payment by Credit Card with Authorization letter (applicable in both cases you are in/ not in VN)
Disclaimer:
Whilst we endeavor to process your booking request within 24 hours, unfortunately at times we are unable to finalize your request within this limit. Circumstances that may cause delays in replying to you include international public holidays and time zone differences. In the other cases, such as high season for tourism (where it is difficult to reserve services pending payment), if we do not receive payment on-time, we have a right to cancel your reservation(s) automatically.
Refund
Rose Travel Service Co.,Ltd provides refund for cancellations pursuant to the cancellation policy. In order for a refund to be approved, you must have a signed refund request form that must be completed in writing or email/ fax directly to us. The refund amount will be transferred to your account which you used for payment online after the cancellation fee has been deducted. The refund time will be made within 20 Vietnamese working days.
