Policy scope
This policy applies to Viet Fast Track airport assistance services requested through vietfasttrack.com, including arrival fast track, departure fast track, transit assistance, VIP meet-and-assist and related airport coordination confirmed by a manager.
Request stage before payment
Submitting a request does not create a paid booking. If availability has not been confirmed or payment has not been made, the customer can cancel the request without any service charge.
Manager confirmation and payment
A booking becomes a confirmed service only after the manager confirms the airport, flight, date, passenger count, service scope and payment instruction, and the agreed payment is received. The confirmation conversation is used as the operational record.
Customer cancellation more than 24 hours before service
If the customer cancels more than 24 hours before the confirmed service time, Viet Fast Track will normally refund 70% of the paid service fee. The remaining 30% covers banking and payment processing costs, reverse-transfer costs with Vietnam-side partners, administrative handling, and the non-refundable airport manager coordination fee that is committed after confirmation.
Customer cancellation within 24 hours
Cancellation less than 24 hours before the confirmed service time is not accepted. At this stage the airport-side manager, meeting plan and partner coordination are already reserved, so the booking is treated as final and non-refundable unless the service failure is caused by Viet Fast Track.
No-show or unreachable passenger
If the passenger or booking contact does not appear at the agreed meeting point, cannot be reached through the provided contact channel, gives incorrect flight or terminal details, or misses the service because of late arrival, the booking may be treated as a no-show and may be non-refundable.
100% refund when the failure is our fault
If Viet Fast Track confirms and receives payment for a service, but the passenger is not met or the confirmed airport assistance is not provided due to our coordination error, we will issue a 100% refund of the paid Viet Fast Track service fee. This includes cases where the assistant is not arranged, is not present at the confirmed meeting point within the agreed service window, or the confirmed handover fails because of our mistake.
Flight delay, cancellation or schedule change
If the airline changes the flight time, flight number, terminal or date, the customer should inform the manager as soon as possible. Where operationally possible, Viet Fast Track will try to move the service to the updated flight. If the change makes the service impossible, the refund or credit result is reviewed according to timing, airport availability and preparation already completed.
Airport, airline and authority decisions
Viet Fast Track is not responsible for airline delays, baggage delays, boarding refusal, immigration or border decisions, customs checks, security screening, visa validity, airport restrictions, weather disruption or other authority decisions. If the confirmed assistant is present and the issue is caused by such external decisions, the service may be treated as performed.
Amendments instead of cancellation
Customers may request changes to the flight, date, passenger count, name-sign text, contact channel or service type. Changes are subject to availability. If the change increases the cost, the manager will confirm the difference before the updated service is accepted.
Refund method and timing
Approved refunds are normally returned to the original payment method where possible. Payment providers, banks and card networks may need additional processing time after Viet Fast Track approves the refund. Any provider-side fees or exchange-rate differences are controlled by the payment provider.
How to request a refund
To request a refund, contact the manager through the same messenger conversation used for the booking and send the request ID, flight number, service date, passenger name or booking contact, and a short explanation of what happened. The team may review chat records, flight timing, airport-side notes and payment records before confirming the result.