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SERVICE TERMINATION AND REFUND POLICY

1. Scope of application

The Service Termination and Refund Policy applies to the visit ticket booking service on the website vanmieu.gov.vn that is paid for through an intermediary payment provider.

2. Cancellation policy

The ticket is valid for use only within 30 days from the time of successful payment; it is non-transferable, non-reproducible, and non-refundable if lost, except in the case of a system error on the part of the Centre.

Within the above period, if the customer wishes to cancel the service, the customer must follow the steps set out in Section 5 of this Policy.

Each QR code is valid for ticket inspection/check-in only once; a ticket that has already been inspected shall be automatically invalidated for any subsequent entry.

Customers present the electronic ticket/paper ticket together with identity documents (when required) at the ticket inspection gate; tickets that have been altered, erased, re-photographed, or that show signs of forgery shall be refused service without a refund.

Tickets purchased through unofficial channels or through agents/websites not authorised by the Centre are not guaranteed to be valid for use and do not fall within the scope of the refund/exchange policy set out in this document.

3. Refund policy

3.1. Cases eligible for ticket exchange or refund

Customers are entitled to a ticket exchange in the following cases:

  • The event is cancelled or changed due to the fault of the organising unit;
  • The relic site temporarily suspends the reception of visitors for reasons of force majeure (natural disasters, epidemics, requests of State agencies, security events — State ceremonies).

The customer submits a refund/exchange request in accordance with the instructions in Section 5, together with the order code/ticket code, the reason for the request, and related documents (if any).

3.2. Cases where tickets are non-refundable

Tickets cannot be refunded in the following cases:

  • The customer arrives after the validity period of the booked ticket, or violates the visiting regulations resulting in being refused entry to/asked to leave the relic site;
  • The ticket has already been used (inspected/checked in);
  • The ticket was purchased through an unofficial channel not authorised by the Centre for distribution;
  • The refund/exchange request is submitted after the 30-day period from the time of successful payment, or does not fall within the cases eligible for refund/exchange mentioned above.

4. Handling of erroneous transactions on the website

For payment transactions made through an intermediary payment provider on the website vanmieu.gov.vn, the Centre is responsible for checking, reconciling, and making a refund in the following cases:

  • 4.1. Multiple deductions for the same order. The Centre refunds the amounts deducted in excess.
  • 4.2. The amount has been deducted but the electronic ticket is not displayed. The Centre gives priority to issuing the visit ticket to the user. Where the ticket cannot be issued, the Centre refunds the entire amount paid.
  • 4.3. A deduction for a service that the user did not book, as determined through reconciliation with the intermediary payment provider and the bank.

5. Procedure for requesting the handling of an erroneous transaction

Step 1: The user submits a request to tthdvhkhvmqtg_svhtt@hanoi.gov.vn or calls the telephone number: 0243.7472566, providing: the transaction code, the time of payment, the amount, the payment method, and a description of the matter.

Step 2: The Centre confirms receipt within 24 working hours.

Step 3: The Centre checks and reconciles with the intermediary payment provider and the bank, and responds with the outcome within 03 working days.

Where the request is approved, the amount is refunded to the original payment method within 07–15 working days, depending on the processing time of the bank and the intermediary payment provider.

Step 4: The Centre notifies the user of the outcome of the handling via email, telephone, or another electronic method of contact provided by the user.

5. Contact information

CENTRE FOR CULTURAL AND SCIENTIFIC ACTIVITIES OF VAN MIEU – QUOC TU GIAM

  • Address: No. 58, Quoc Tu Giam Street, Van Mieu – Quoc Tu Giam Ward, Ha Noi City.
  • Email: tthdvhkhvmqtg_svhtt@hanoi.gov.vn
  • Telephone: 0243.7472566