Policy scope
This policy covers Viet Fast Track assistance requested through vietfasttrack.com: arrival fast track, departure fast track, transit assistance, VIP meet-and-assist and related 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 confirmed only after a manager approves location, flight, date, passenger count, service scope and payment instruction, then receives agreed payment. The confirmation chat is used as operational record.
Customer cancellation more than 24 hours before service
Cancellation more than 24 hours before confirmed service time normally receives a 70% refund. The remaining 30% covers banking, reverse-transfer costs with Vietnam partners, admin work, and coordination fee committed after confirmation.
Customer cancellation within 24 hours
Cancellation inside 24 hours is not accepted. At this stage, airport-side manager, meeting plan and partner coordination are reserved; booking is final unless service failure is caused by Viet Fast Track.
No-show or unreachable passenger
Passenger or booking contact must arrive at the agreed meeting point and stay reachable through provided messenger. Incorrect flight/terminal details or late arrival can make the booking a no-show and non-refundable.
100% refund when the failure is our fault
Viet Fast Track issues a 100% refund when a paid, confirmed service fails because of our coordination error. Examples: no assistant was arranged, nobody attended the confirmed meeting point during agreed service window, or our mistake broke the handover.
Flight delay, cancellation or schedule change
Airline schedule changes should be sent to the manager quickly: time, number, terminal or date. Where possible, we move service to updated flight. If impossible, refund or credit is reviewed by timing, 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 flight, date, passenger count, name-sign text, contact channel or service type. Changes depend on availability. If cost increases, the manager confirms difference before accepting the update.
Refund method and timing
Approved refunds usually return to original payment method when possible. Payment providers, banks and card networks may need extra processing time. Provider fees or exchange-rate differences are controlled by provider.
How to request a refund
To request a refund, write in the same messenger conversation and send request ID, flight number, service date, passenger name or booking contact, plus a short explanation. We may review chat records, flight timing, terminal notes and payment records before confirmation.