Policies & Terms
Last updated: 17/04/2026
General questions
KTSTravels supports you before, during and after your trip via multiple contact channels. Please prepare your booking code or the phone/email used for booking when you contact us.
- Support email: info@ktstravels.com
- Hotline: +84 979 128 854 (08:00–22:00, GMT+7)
- Response time: within 24 working hours
- VAT invoice: provided on request within 7 days after services are completed.
- Change of guest information: a fee may apply depending on partner policy.
- Emergency during the trip: contact the hotline 24/7.
Booking terms
Applies to services booked via KTSTravels (tours, accommodation, experiences, tickets, transportation, etc.).
- Booking confirmation: your booking is successful when you receive a confirmation email/SMS or the booking status in the system shows "Confirmed".
- Payment: supports international/local cards, e-wallets and bank transfer. Some services require 100% prepayment to secure the booking.
- Prices & promotions: inclusions/exclusions are clearly shown on the service detail page; Flash Sale and vouchers cannot be combined unless otherwise stated.
- Documents: you are responsible for passports, visas, IDs, children's birth certificates and other travel documents required by the destination.
- Children & elderly guests: must be accompanied by a legal guardian; some activities have age/health limitations.
- Changes to services: subject to partner conditions; fare difference and change fees may apply.
- Force majeure: in case of natural disasters, epidemics, security issues and similar events, handling will follow the provider's/destination's guidance; KTSTravels will support your rights to the fullest extent.
Privacy policy
We are committed to protecting your personal data in accordance with applicable laws.
1) Information we collect
- Contact information: full name, email, phone number, address.
- Booking details: travel dates, services booked, special requests, travel companions.
- Technical data: cookies, IP address, device type and access logs (for operations and security).
2) Purposes of use
- To process bookings, provide customer support and send service-related notifications.
- To improve our products, prevent fraud and ensure system security.
- To send promotions and surveys (you can unsubscribe at any time).
3) Sharing with third parties
- Service providers (hotels, transport companies, tour partners) only as necessary to fulfil your booking.
- Payment processors that comply with security standards (e.g. PCI-DSS).
- Competent authorities when required by law.
4) Storage & security
- Retention period: according to service lifecycle and legal requirements (typically 3–10 years for transaction data).
- Measures: access control, appropriate levels of encryption and regular security reviews.
5) Your rights
- Request access to, correction or deletion of your personal data within the limits of the law.
- Withdraw consent to receive marketing communications at any time.
- Contact: info@ktstravels.com
Refund policy
Refund and change conditions may vary between services/partners and are displayed on each service detail page. If there is any inconsistency between these general terms and a specific service's policy, the specific policy prevails.
| Cancellation time before service start | Estimated refund* |
|---|---|
| >= 7 days | 100% refund (excluding any processing fees) |
| 3–6 days | 70% refund |
| 48 hours – < 72 hours | 50% refund |
| < 24 hours or no show | No refund |
- *The above refund levels exclude any bank/partner fees and non-refundable service fees already incurred (e.g. visas, insurance, non-refundable tickets...).
- Refund processing time: 7–14 working days depending on payment method and bank.
- Changes to date/name/guests: subject to each service's conditions and may incur fare differences.
- Force majeure: handled according to provider's/destination's guidance; KTSTravels will support your rights as much as possible.
Need help with refunds or changes? Contact info@ktstravels.com with your booking code or call +84 979 128 854.
Note: this document is for information only and does not constitute legal advice. KTSTravels may update the content to comply with regulations and operational reality without prior notice.