1. Using our services
These terms apply to services requested through VietVisaGo. Review them together with the service description, price breakdown and written confirmation for your booking. Submitting a form creates a request; a saved reference or acknowledgement does not itself confirm visa approval or that a particular processing deadline has been agreed.
Before payment, confirm the service, scope, price, required documents and processing timeframe with our team. Keep that confirmation with your booking reference. Changes to an agreed service or deadline must be confirmed with you.
2. Services we provide
VietVisaGo provides new-eVisa application assistance, support for existing applications, urgent visa assistance, check-in document support and airport assistance as offered for the booking. We are a service provider rather than a government visa portal, embassy or immigration authority.
Our Visa Check assesses available service options for your itinerary. It does not query the government application status on your behalf merely because you enter flight details. Airport fast track is a separate service and does not replace the travel documents required for your journey.
3. Your information and responsibilities
Provide complete, accurate information matching the passport you will travel with. Check names, nationality, passport details, application records, flight dates and contact details before submission, and respond promptly to requests for clarification.
When booking for other travellers, ensure you are authorised to act for them and provide their documents. Each traveller’s details must be checked individually. Tell us immediately if your passport, flight or application status changes.
4. Processing times and confirmation
Options and timing shown before service confirmation are estimates for assessing your journey. The processing timeframe we commit to is the one agreed with you for the selected service. Confirm the deadline, relevant time zone and when processing begins before payment.
We commit to the agreed processing timeframe. Notify us promptly of changes that may affect the booking so we can confirm the next steps with you. Government authorities issue visa decisions, while airlines and border authorities make their boarding and entry decisions.
5. VOA and check-in document support
VVG VOA is check-in document support for a journey where the expected eVisa result is later than the minimum check-in point, which our checker uses as three hours before departure. This includes a result expected after departure or after arrival. The system may present VOA as the applicable option for that timing.
The support document helps you complete check-in arrangements; you still use your granted eVisa for immigration entry into Vietnam. If the eVisa result is expected after you land, you must wait in Vietnam until the visa is available before completing entry. We offer lounge waiting support with drinks and lunch for this situation; confirm the arrangements and any charges in your booking.
Review the document arrangements, flight timing and expected waiting period with our team before proceeding.
6. Airport assistance
Airport assistance is delivered for the airport, flight, travellers and package confirmed in your booking. Follow the meeting instructions provided by the team and notify us of delays or flight changes. Staff cannot waive immigration, customs, security or airline requirements.
Only the services and inclusions confirmed for your selected package are included. Confirm additional arrangements before asking staff or partners to provide them.
7. Prices and payment
Review the quoted currency, number of applicants or travellers, included services and any additional charges before payment. Visa assistance and government application fees are different charges; your confirmation should explain which fees are included. Lounge, waiting or other additional services must be confirmed in the quoted arrangements.
Use the payment method or payment link provided for your booking. Keep your payment receipt and reference. A payment receipt records payment and does not itself constitute a granted visa.
8. Our full refund commitment
We commit to the processing timeframe agreed with you. If we cannot deliver the agreed service, we will refund 100% of the total amount you paid to VietVisaGo for that booking.
This commitment applies to the full payment, rather than only the assistance-fee component. It is not reduced because we incurred service costs. Money paid separately by you to an airline, a government authority or another provider is outside the payment made to VietVisaGo.
Contact us with your booking reference and payment details to request a refund. We will confirm the refund arrangements with you. The time for funds to appear in your account depends on the payment provider.
9. Changes and cancellations
Contact us as soon as possible if you want to change or cancel a booking. We will review the request, the service stage and any cancellation conditions confirmed before payment, and explain the available options.
A request to cancel or change your plans is separate from our failure to deliver the agreed service. Cancellation conditions cannot remove the full refund commitment above or any rights you have under applicable consumer law.
10. Consumer rights and service issues
Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including applicable guarantees under the Australian Consumer Law. Our refund commitment is additional to those rights.
If a service does not match what was agreed, contact us with the booking reference and a description of the issue. We will review the records and discuss the appropriate remedy. See the ACCC consumer rights guidance for information about Australian consumer guarantees.
11. Documents and communications
Keep copies of the booking confirmation, agreed deadline, payment receipt and documents supplied for your journey. We may contact you by email, SMS, telephone or WhatsApp to manage the service.
Personal information is handled as described in our Privacy Policy. Public case stories and supporting images are handled through the publication and privacy-review process described there.
12. Updates to these terms
We may update these terms for future requests. The terms and service confirmation applying when your booking is agreed remain the basis of that booking; a later website update does not retrospectively remove an agreed refund commitment or consumer right.
13. Contact us
For booking questions, changes, cancellations or service complaints, email info@vietvisago.com or use our Contact page. Include your VVG booking reference if available.
