Booking Terms

I. Overview

The website justfly.vn is an e-commerce website offering accommodation bookings (homestays and villas), tours, and other travel services, operated and managed by JustFly Tourism and Aviation Services Company Limited. By accessing and using services on the website, customers agree to the terms and conditions below. Please read them carefully before confirming your acceptance.

1. All regulations governing the use of Justfly.vn to search for, book, and pay for accommodation, tours, and other travel services (the "Terms of Use") are published on justfly.vn.

2. The Justfly.vn website and Justfly.vn support center are operated by JustFly Tourism and Aviation Services Company Limited, headquartered in Hà Nội, Việt Nam. Detailed information about the Company is available under Contact Us.

3. Justfly.vn acts as a booking intermediary between Users and accommodation providers, hosts, and tour operators ("Providers"). Justfly.vn does not own any accommodation property unless explicitly stated on that property's details page.

4. Providers are responsible for delivering accommodation, tours, and related services. Justfly.vn is responsible for recording bookings, processing payments, and assisting Users throughout the booking process and while they use the services.

5. In these Terms of Use, "Force Majeure" includes objectively occurring events that are unforeseeable and cannot be remedied despite all necessary measures within reasonable means having been taken, including but not limited to war, flooding, fire, natural disasters, epidemics, terrorist attacks, strikes, cyberattacks, or computer viruses that disrupt service delivery.

6. The Justfly.vn support center accepts requests via Zalo and the hotline published on the website. Office hours: Monday to Friday 08:00–18:00 and Saturday 08:00–17:00; public holidays and Sundays are subject to notices published on the website.

7. A "User" is any individual, legal entity, or organization without legal personality that uses Justfly.vn's services or the services of the Justfly.vn support center.

II. General terms for electronic services

1. Acceptance of these Terms of Use is required to use the services and support center of Justfly.vn. Users are bound by these terms from the moment they begin using the website.

2. A BOOKING is a request submitted by the User through the website or the Justfly.vn support center to book accommodation, a tour, or a travel service based on criteria selected by the User (check-in and check-out dates, number of guests, and additional services).

3. A booking is only valid once Justfly.vn has received the full applicable payment under Section IV and sent confirmation to the User.

4. To make a booking, the User must have an active email address and phone number. The User agrees that all communications between Justfly.vn and the User will be made via the registered email address, Zalo messages, and phone number.

5. The User agrees that Justfly.vn may use the personal information provided to the extent necessary to process the booking, including sharing the check-in guest's information with the Provider and handling related complaints.

6. The content, trade names, designs, and trademarks published on justfly.vn are protected by law. The User must not infringe any intellectual property rights relating to them.

7. Justfly.vn reserves the right to provide the relevant authorities with information concerning unlawful attempts to gain access to the website.

Disclaimer of liability

8. The guest checking in must present valid identification at check-in as specified in Section V. Justfly.vn is not liable if the Provider refuses service because the User cannot present valid identification.

9. Justfly.vn is not liable if a booking cannot be fulfilled due to technical issues beyond its control or a Force Majeure Event.

10. Justfly.vn is not liable for matters falling within the Provider's responsibility for delivering the service, specifically:

    • The actual quality of the accommodation, tour, or additional service differs from the description published by the Provider;

    • The accommodation changes the unit, room, or stay conditions without prior notice;

    • The User has booked and paid but does not check in, or does not use the full booked stay;

    • Loss of or damage to the User's personal property during the stay;

    • The Provider ends the User's stay due to a breach of the property's rules.

11. If the Provider refuses a paid booking, Justfly.vn will refund 100% of the amount paid by the User for that booking.

12. Justfly.vn is not responsible for the User's choice of accommodation, tour, or stay dates.

III. Booking accommodation and travel services

1. The User searches for a service on the website, selects the check-in and check-out dates and number of guests, then submits a booking request.

2. Before confirming, the User is responsible for carefully reading the accommodation or tour details page, including the service description, standard guest capacity, amenities, property rules, and the property's own cancellation and refund policy.

3. The User provides the full name, phone number, and email address of the guest who will check in. If booking on behalf of someone else, the User is responsible for ensuring that person has agreed to the use of their personal information.

4. Special requests (early check-in, late check-out, additional equipment…) will be forwarded by Justfly.vn to the Provider. Fulfillment depends on the property's actual availability and is not guaranteed by Justfly.vn or the Provider unless separately confirmed in writing.

5. Once the User confirms the booking, the accommodation is held for a limited period, with a countdown displayed on the payment page. If Justfly.vn has not received payment by the deadline, the booking expires and the accommodation is made available to other guests again.

6. Justfly.vn reserves the right to reject or cancel a booking where there are grounds to believe that the information provided by the User is inaccurate, or where signs of fraud are detected. In this case, Justfly.vn will refund the full amount paid.

IV. Pricing and payment

1. The price displayed on the website is the Provider's price for the dates and number of guests selected by the User.

2. Where applicable under the accommodation's policies, the room price displayed when booking does not include the following: surcharges for guests exceeding the standard capacity, mandatory cleaning fees, and resort admission tickets. These charges are stated on the property's details page and collected at check-in.

3. For accommodation charges, the User may choose one of two payment options:

   • Full payment — pay the full accommodation charge at the time of booking;

   • Partial deposit — pay part of the accommodation charge in advance, with the balance due on the check-in date.

4. Additional services (transfers, meals, and other add-ons) are charged at 100% at the time of booking and cannot be paid by deposit.

5. Justfly.vn accepts bank transfers via VietQR codes. The User is responsible for transferring the exact amount with the exact payment reference displayed on the payment page. Transactions with an incorrect amount or payment reference will not be automatically recorded by the system, and the User must contact the support center for manual reconciliation.

6. Justfly.vn does not store or process any bank account or card information provided by the User to the bank's payment system.

7. Justfly.vn sends booking confirmation by email and Zalo after the transaction has been successfully recorded.

V. Check-in and stay

1. Registering a guest's stay is mandatory under Vietnamese law. At check-in, Vietnamese guests must present a citizen identity card or passport; foreign guests must present a valid passport and visa.

2. Check-in and check-out times are set by each accommodation and displayed at the booking confirmation step and in the confirmation email.

3. During the stay, the User is responsible for safeguarding their own property and personal belongings.

4. Bringing, using, or storing weapons, flammable or explosive substances, narcotics, or stimulants is strictly prohibited, as are all forms of gambling and prostitution at the accommodation. The accommodation reserves the right to refuse service and report suspected illegal activity to the authorities; in such cases, the User will not receive a refund for any reason.

5. The User must not move or rearrange furnishings between rooms without permission. Before check-in, the host will hand over the equipment and amenities; if any property is lost or damaged through use, the User must compensate 100% of its value.

6. Additional overnight guests are not permitted unless registered in advance.

7. Keep noise to a minimum and remain quiet after 22h. Keep shared areas clean and dispose of rubbish in the designated places.

8. Before leaving the accommodation, the User must pay all outstanding charges and additional service fees.

9. The accommodation reserves the right to end the stay of any User who fails to comply with the above provisions or the property's own rules.

VI. Cancellations and booking changes

1. Cancellation and refund policies are set by each Provider and are published under Cancellation, refund & change policy on the accommodation or tour details page. Users are responsible for reading this policy before making payment.

2. If the Provider does not set a separate policy, the following applies: 10% of the amount paid will be refunded if the booking is cancelled at least 07 days before the check-in date; cancellations made within 07 days before the check-in date are non-refundable.

3. Requests to change the dates or accommodation are handled subject to availability and the Provider's policy. Users should contact the support center before cancelling the booking themselves.

4. If the Provider cancels a paid booking, Justfly.vn will refund 100% of the amount paid or help the User move the booking to another accommodation, as agreed.

5. Refunds are transferred to the bank account used by the User for payment, unless otherwise agreed by both parties.

VII. Membership registration

1. Users can register as Justfly.vn members free of charge.

2. To obtain an account, Users must complete the membership registration process on the justfly.vn website.

3. The registration form contains several required fields; registration is only complete once all these fields have been filled in.

4. Justfly.vn verifies the account using a one-time password (OTP) sent to the User's phone number. Users are responsible for keeping this code secure.

5. Once the account is activated, Users can use it to make and manage their bookings.

VIII. Member accounts

1. Once Users have an account, they can:

   • Make bookings without re-entering their contact details;

   • Review their booking history and the status of each booking;

   • Update their personal information, including the address where they receive information;

   • Request the Justfly.vn newsletter.

2. Login details and account verification codes are confidential and must not be shared with third parties.

3. Users must not allow third parties to access their accounts unless they have authorized those third parties to do so.

4. Users may cancel their accounts at any time through the account feature or by submitting a request to Justfly.vn. Justfly.vn will confirm the account cancellation.

5. Justfly.vn reserves the right to cancel a User's account if the User disrupts the website or prevents others from using the system. In this case, Justfly.vn will notify the User by email.

IX. Personal information protection

1. Justfly.vn is the controller of Users' personal data.

2. Justfly.vn undertakes to use Users' personal data solely for the following purposes:

   • Processing bookings and acting as an intermediary between Users and Providers;

   • Providing Justfly.vn's electronic services;

   • Ensuring communication between Users and Justfly.vn.

3. Users have the right to access the personal data they have provided to update it or request that its processing be stopped.

4. Providing personal data is voluntary but necessary for the purposes stated above.

5. Justfly.vn undertakes to process personal data in compliance with Vietnamese law and to apply the necessary technical measures to protect information from unauthorized access.

6. Justfly.vn does not store or process the bank account or card information that Users provide to the payment system.

7. Users may request changes to their personal information by emailing: info@justfly.vn.

For details, see the Privacy Policy.

X. Complaints

1. Users have the right to submit complaints about services provided by Justfly.vn.

2. Complaints must include:

   • The reason for the complaint;

   • The relevant booking code;

   • The User's details, including contact information; written complaints must bear the User's signature.

3. Justfly.vn will investigate and respond to the complaint within 30 days of receiving it.

4. If the complaint file does not meet the requirements in section 2, an authorized Justfly.vn representative will notify the User and provide guidance on completing the file. Justfly.vn will only investigate and respond once the file is complete.

5. Complaints may be submitted in writing or by email to: info@justfly.vn.

6. Complaints relating directly to the quality of services delivered by a Provider will be received by Justfly.vn and forwarded to the Provider; Justfly.vn will assist the User throughout the resolution process.

XI. Newsletter

1. The Justfly.vn newsletter is a service that provides commercial information by email and is only sent when requested and agreed to by the User.

2. To receive the newsletter, Users must:

   • Submit a request and provide an email address using the form available on the website, while also agreeing to receive the newsletter;

   • Have an active email address.

3. Users may unsubscribe from the newsletter at any time using the link in the newsletter footer or by notifying Justfly.vn. Justfly.vn will confirm the unsubscribe request by email.

XII. Final provisions

1. The documents accompanying these Terms form an integral part of them.

2. Justfly.vn reserves the right to amend the Terms of Use. Amendments will be published on the website and take effect upon publication. Bookings confirmed before that time will remain subject to the version of the Terms in effect when they were made.

3. The parties will prioritize resolving any disputes through negotiation. If no agreement can be reached, the dispute will be settled by a competent court in Vietnam.

4. These Terms of Use are published on the justfly.vn website and kept at the Justfly.vn office.

5. In the event of any discrepancy between the English and Vietnamese versions of the Terms of Use, the Vietnamese version will prevail.