Terms of Use

Before utilizing the services provided by eVisa to Vietnam, it is advisable to thoroughly peruse and understand the Terms of Use.

eVisa to Vietnam is referred to as “we, our, us” in these Terms of Use.

By availing the services of eVisa to Vietnam, you indicate your absolute consent to comply with the terms and conditions outlined in this document, as well as abide by any relevant regulations and laws. If the terms and conditions provided in this agreement are not satisfactory to you or if you have any concerns about the site, please reach out to us using the email address provided at the end of these Terms & Conditions. Failing to comply with these Terms & Conditions can lead to legal consequences, suspension, or the termination of your site access, which may happen suddenly. eVisa to Vietnam retains the privilege to modify the Terms & Conditions at its discretion, without any prior notification.

I. Our services

1. For Vietnam visa on arrival service

1.1. Visa on arrival (VOA)

Vietnam visa on arrival (VOA) is provided by The Vietnam Immigration Department and is granted to travelers upon their arrival at Vietnam International Airports. Unlike other nations, Vietnam has a three-stage process for acquiring a VOA (Visa on Arrival).

Firstly, you need to submit your application for the Visa Approval Letter (AL) online via the website evisatovietnam.vn. Then, proceed with the payment of the Service Fee and patiently await our processing of your Visa Approval Letter.

The second step is processing, the visa approval letter will be sent to you via email.

Lastly, upon arrival at a Vietnamese international airport, it is imperative to possess the visa approval letter, passport, a fully filled out Vietnam visa application form accompanied by two passport size photos, as well as the required stamping fee required for immigration officials to officially stamp the visa onto your passport.

You may only use the visa on arrival if you arrive in Vietnam via one of our international airports. Hence, when you choose to obtain your Vietnam visa on arrival via eVisa to Vietnam, you are consenting to arrive in Vietnam through our designated International Airport(s) and follow the outlined three steps. By sending in your application form, you confirm that the information you provide is authentic, accurate, and in compliance with the laws of Vietnam Immigration. If you provide any false or incorrect information, it will be subject to the laws of Vietnam’s immigration system.

1.2. Visa Approval Letter (AL)

The visa approval letter is a formal document granted by the Vietnam Immigration Department, enabling you to acquire a Vietnam visa upon arrival at any of Vietnam’s international airports. In order to obtain your Vietnam visa on arrival, it is imperative that you possess the necessary approval letter.

Note:

Before you board your flight to Vietnam, it is necessary for you to present the approval letter at your departure airport.

The format of the visa approval letter can be modified by the Vietnam Immigration Department. This includes potential changes such as reducing applicant names exceeding 30 letters and altering arrival airports. The approval letter holds legal validity. If you encounter any issues, please get in touch with us promptly at +84.787.590.333.

1.3. Processing time

After you have made your payment, you will be sent an email from eVisa to Vietnam confirming the receipt of your payment. Subsequently, another email titled “The Processing Notification” will be sent to notify you that your application is now being processed.

The time it takes to process your application varies based on the type of processing you chose. This can range from normal processing which takes 2 working days, to urgent processing which takes 1 working day, and even super urgent processing which can be completed in 2 or 4 working hours.

Note:

The duration for processing depends on the working hours of Vietnam-Visa, which are from 8:15am to 17:30pm (GMT+7) Monday to Friday, and also on the processing times of the Vietnam Immigration Department, which are usually from 8:00am to 10:30 am and from 13:30 pm to 15:00 pm (GMT+7) Monday to Friday. The duration of processing may also be influenced by the occurrence of national public holidays in Vietnam.

The visa processing may be subject to delays and denials by the Vietnam Immigration Department without providing any reasoning. eVisa to Vietnam cannot be held accountable for any loss or inconvenience arising from processing denial or delay, including but not limited to financial losses or cancellations. Refunds will not be given for service fees, embassy fees, courier fees, shipping charges, or any related expenses in cases of delay or denial.

Additional documentation or verification of information may be necessary on certain occasions, potentially leading to longer processing times. In the event of these circumstances, we will notify you via email.

1.4. Fees

By submitting your visa application to eVisa to Vietnam, you acknowledge your responsibility to cover all expenses associated with the Vietnam visa on arrival, including both the service fee and stamping fee.

Service fee:

eVisa to Vietnam charges a service fee to assist in obtaining your approval letter from the Vietnam Immigration Department. The full payment is required prior to starting the processing of your application.

Upon successful payment of the service fee, you will receive an email titled “Notification of Successful Payment” to confirm the transaction. We hereby absolve ourselves of any liability arising from payment failures.

You will be responsible for any extra fees incurred from your Bank or Financial Institution(s) while making a payment, irrespective of the chosen payment method.

Stamping fee:

The Vietnam Immigration Department imposes the Stamping Fee to process your Visa On Arrival application and affix your visa onto your passport.

It is advisable to pay the fee in cash (preferably in USD) directly to the Immigration Officer upon your arrival at Vietnam International Airport(s). eVisa to Vietnam holds no liability for any additional charges incurred due to inaccurate currency exchange rates during payments made in foreign currencies.

In the event that you need to modify or correct any personal information in your Visa Approval Letter issued by Vietnam Immigration Department upon your arrival, it is essential to settle any associated fees.

1.5. Cancellation & Refund Policy

eVisa to Vietnam possesses the authority to refuse the processing of your visa application due to various factors, such as an incomplete application, inadequate processing time, or unique circumstances. If these circumstances arise, customers will receive a complete reimbursement of the service fee.

You are free to cancel your application and avoid paying the Service Fee at any time, even if you choose not to notify us.

If, for any reason, you decide to withdraw your application prior to the commencement of service processing, you are free to do so without incurring any fees or penalties. If needed, please submit a formal written cancellation request (via email or letter) to eVisa to Vietnam prior to receiving our “Processing Notification” email at your designated email address. If this happens, the customer will receive a complete reimbursement.

If, for any reason, you decide to cancel your application after receiving the “Processing Notification” email in your registered email address through our system, the service will be completed automatically without any refund provided.

There will be no possibility of receiving a refund once your visa approval letter has been approved by the Vietnam Immigration Department and sent to your registered email address/phone number.

If, for any reason, you are unable to receive your visa approval letter on time as confirmed by us through the “Processing Notification”, please promptly reach out to us via email at apply.evisatovietnam@gmail.com or call our hotline at +84.787.590.333. If the mentioned action is not taken, there will be no opportunity for a refund.

Any loss or delay resulting from technical errors, incorrect email address, or applicant-provided information without prior notification to us is not our responsibility.

If you decline to receive your visa approval letter due to mistakes made by you, there will be no option for cancellation or refund. We highly advise you to verify your visa approval letter alongside your passport and personal information immediately upon receipt and prior to your flight.

In the event of your visa application being declined by the Vietnam Immigration Department, the service fee will be fully refunded, unless the decline is a result of your own negligence in failing to inform us of any convictions made by the Immigration Office.

In the event of any errors made by eVisa to Vietnam in your approval letter while it is being issued, if you notify us at least one working day prior to your arrival, we will promptly provide you with a new approval letter that reflects the correct information at no additional cost. Additionally, we will refund 100% of the service fee associated with your application. Furthermore, we guarantee a complimentary one month single entry Vietnam Visa-On-Arrival for an individual who applies for our services in the future, with no additional service fee required. Alternatively, we offer a free transport transfer upon your departure as a gesture of our appreciation for choosing us for your travel needs.

In the event that you need to cancel, postpone, or modify any aspects of your trip to Vietnam, such as your itinerary, length of stay, or arrival/departure dates, the previously issued Visa Approval Letter will no longer be valid for your revised plans. Please note that no refunds or cancellations will be provided. It is recommended to submit a fresh visa application along with a revised Service Fee corresponding to our initial charge(s).

The reimbursement will be given weekly on Thursdays. If the refund coincides with any of our recognized public holidays such as Tet or Independence Day, it will be processed on the next working day. Depending on how your Bank/Financial Institution operates, it typically takes between 7 and 10 business days for you to receive your funds. You will be responsible for any fees incurred by your Bank or Financial Institution for processing the refund, regardless of the payment method you used. The fees incurred by our Bank/Financial Institution for the refund will be handled by eVisa to Vietnam.

II. Airport services

2.1. Arrival services

Our arrival services aim to provide you with efficient and seamless assistance during the entry or connection process at Vietnam airport. Additionally, we offer the convenience of private transportation with a knowledgeable English-speaking driver to take you directly to your desired destination in the city center.

2.2. Departure services

These services are specifically designed to guarantee exceptional experiences during your final moments in Vietnam. Our team will ensure that you arrive promptly at the Vietnam airport for your flight, assist you with a seamless check-in process, and have our staff handle your luggage at the airport.

2.3. Cancellation & refund policy

If you decide to cancel your order on our additional services prior to making a payment, you are free to do so without incurring any fees or penalties, even if you do not notify us.

In the event that you need to cancel your order after payment, you can receive a full refund of the service fee without any charges or penalties if you submit an official cancellation request in writing (via email or letter) at least 72 working hours before your scheduled landing time.

Cancellation requests cannot be accepted within 72 working hours prior to your scheduled landing time under any circumstances. If this circumstance arises, there will be no consequences and no reimbursement will be provided.

If you need to modify your order details after making a payment, simply send us an Official Amendment request in written form (via email or letter) at least 36 working hours before your scheduled arrival time. We will reschedule the service(s) for you without charging any penalties or additional fees. If you are unable to comply with the specified conditions and as a result our service is unsuccessful, there will be no penalty or refund provided.

We regret to inform you that we cannot accommodate your request to make changes within 36 working hours before your scheduled landing time due to personal reasons. If there are any modifications or delays in your flight schedule caused by external factors like natural disasters or courier delays, you must notify us promptly, preferably within 6 hours of your updated arrival time, by calling our hotline at +84.787.590.333, so that we can make the necessary service adjustments. If you are unable to contact us under these circumstances and it results in service failure, no penalty will be charged and no refund will be provided.

If you are unable to receive the service(s) on your arrival date and fail to contact our hotline +84.787.590.333 within 02 hours of your landing or neglect to follow our hotline’s instructions, you will not be eligible for a refund.

If you are unable to receive the service(s) due to our error in the mentioned scenarios, you will receive a complete refund of the service fee.

Despite contacting our hotline at +84.787.590.333 and following our guidance, our representative(s) will not be available for assistance upon arrival at the airport.

If you are unable to locate our representative(s) at the arrival airport and you contact us within two hours of your landing time via our hotline, we will not provide any response or assistance.

Furthermore, we are dedicated to offering a Fast Track service for one individual in your upcoming application at no additional cost. Alternatively, we can also provide a complimentary Airport Transfer service upon your departure after your journey.

A weekly refund will be provided every Thursday. If the refund coincides with any of our official public holidays such as Tet or Independence Day, it will be processed on the first working day that follows. Depending on your Bank/Financial Institution’s procedures, it could take anywhere from 7 to 10 business days for you to receive your funds. Regardless of the payment method you have utilized, any fees associated with the refund from your Bank or Financial Institution will be your responsibility to cover. eVisa to Vietnam will bear the responsibility for reimbursing the fees imposed by our Bank/Financial Institution.

III. Vietnam police check

The Law on Judicial Records stipulates that foreign individuals must currently reside or have previously resided in Vietnam in order to be eligible for criminal records.

3.1. Processing time

The processing of the application depends on the processing type that you applied for:

• For super urgent service: 1 working day since we receive full documents
• For urgent service:  From 2 to 4 working days since we receive full documents
• For normal service:  7 working days since we receive full documents

Note:

• For urgent and normal service: Your document should be sent to us before 4 pm (GMT+7) of the day, if it comes after 4 pm (GMT+7), your service will be processed on the next day.
• For super urgent service (1 working day): Your document should be sent before 11 am (GMT+7) of the day, your police check certificate will be granted before 11 am on the next day. After 11 am, your police check certificate will be processed on the next day.

The Department of Judicial Records of Vietnam may delay and/or deny the police check processing without any explanation. We have no responsibility for any delay, cancellation, financial and other losses due to denial or delay in processing. No service fees, embassy fees, courier fees, shipping charges or any portion thereof will be refunded due to delay or denial.

In special cases, additional documents or confirmation of details may be required and processing time may be longer than usual. In such cases, we will inform you by email.

3.2. Fee

By sending your police check application to evisatovietnam.vn, you agree to pay all fees relating to the police check certificate.

The service fee is charged by eVisa to vietnam to apply for your police check certificate from the department of Judicial Records of Vietnam. The fee is collected fully before we commence processing your application.

The successful payment of the service fee will be confirmed via a “Notification of Successful Payment” email. We are not responsible for any situations that arise due to unsuccessful payment.

Any additional charges associated with your Bank or Financial Institution(s) that occur during the payment process are accounted to you and your account regardless of what your payment method is.

3.3. Cancellation & Refund Policy

eVisa to Vietnam reserves the right to decline to process your police check certificate for any reasons, including but not limited to an incomplete application, insufficient processing time, or unusual circumstances. In such cases, a full refund of the service fee will be given.

For any reason you wish to cancel your application after we start to process the service, no refund will be given and the service will be completed automatically.

In the event that you do not clearly report your past crimes, the Department of Judicial Records of Vietnam refuses to give you a Police check, no refund will be given.

Should there be any mistake(s) created by eVisa to Vietnam on your police check certificate during the issuing process and you inform us, eVisa to Vietnam shall re-obtain a new police check following your original application details for you without any surcharge(s).

The refund will be made on every Thursday. In case it falls on our recognized public holidays (Tet, Independence Day, etc.), the refund will be made in the following working day. However, it may take you from 7 – 15 working days to receive your money, depending on your Bank/Financial Institution’s working process. Any fee charged by your Bank or Financial Institution associated with the refund shall be on your account, regardless what payment method you have used. eVisa to Vietnam shall be responsible for the fees charged by our Bank/Financial Institution for the refund.

4. Vietnam e-visa

The Vietnam Immigration Department offers the Vietnam e-visa, also known as the Vietnam electronic visa (EV), which can be obtained online.

It remains effective for a period of 30 days, allowing for a single entry and exclusively applicable for tourism and business intentions.

As an eligible traveler, you have the option to either personally submit the e-visa application form or avail our efficient e-visa service for a guaranteed and expedited processing of your e-visa.

4.1. Our area of expertise

We will:

• fill out the electronic Vietnam visa application form on your behalf through the official Vietnam Immigration Department.
• expedite the processing of your e-visa

Afterwards, acquire and retrieve the e-visa letter, and promptly forward it alongside an inclusive manual for entering Vietnam.

4.2. Processing time

We provide 3 processing options, including standard processing (taking 5 – 7 business days), expedited processing (completed within 2 business days), and emergency assistance.

Note:

The schedule will be determined according to the local time in Vietnam.

The duration of processing is determined by the time it takes for the applicant’s acceptance and the Vietnam Immigration’s processing time (Vietnam Time). The following regulations will be implemented:

Alternatively, it will be tallied during the following business day.

To ensure 3 working day processing, please submit your payment and necessary details prior to 11:00 am on a regular business day. Upon receipt, your processing will commence immediately, and your e-visa will be available no later than the end of the third working day. If not, it will be included in the tally on the following business day.

If you provide your payment and necessary information prior to 9:00 am on a working day, your processing time will commence and your e-visa will be completed by the end of the second working day. If not, then it will be included in the count on the following business day.

The confirmation of the readiness of your e-visa will be determined on a case-by-case basis to ensure timely processing.

4.3. Fees

By submitting your visa application through evisatovietnam.vn, you are acknowledging your responsibility to cover the respective fees associated with this service, including both the service fee and the government fee.

4.4. Cancellation & Refund policy

In the following scenarios, customers will receive a complete reimbursement.

Your e-visa application will not be processed for various reasons, such as an incomplete application, insufficient processing time, or unique circumstances.

Before you proceed with making your payment, you have the desire to cancel your application.

In the event that you send an official cancellation request email to apply.evisatovietnam@gmail.com prior to receiving a “Processing notification” email, your application can be canceled before we begin processing the service.

The email you used to register for your Vietnam visa with us is the same email from which your request has been sent.

It is imperative that your email clearly indicates your order identification number.

There will be no reimbursements offered under the following circumstances:

If you send a cancellation from a different email or fail to inform us of your order ID before receiving the “Processing Notification,” and then proceed to confirm your order after receiving said notification, you aren’t able to cancel your application.

If you decide to withdraw your application, once we have already submitted it to the Vietnam Immigration Department, you can cancel it.

The Vietnam Immigration Department has issued your e-visa and sent it to the email address you provided during registration.

Vietnam entry has been denied to you due to your faults such as entering through the wrong port, arriving too early, or encountering other issues.

Due to an incorrect email provided, it will not be possible to receive the e-visa letter within the specified timeframe. If you are facing this situation, we kindly suggest you get in touch with us promptly either by email at apply.evisatovietnam@gmail.com or by calling our hotline at +84.787.590.333.

The Vietnam Immigration Department has rejected your e-visa application because you have been blacklisted by them and failed to notify us of this information. Kindly provide us with a comprehensive account of any instances of overstaying or convictions you may have had during your past visits to Vietnam. If not, the cost of your evisa application (at least the Government fee of US $25) will be squandered.

If there are any errors made by eVisa to Vietnam with your e-visa while it is being processed, and you notify us at least one business day before your arrival, eVisa to Vietnam will issue a new visa with the same details as your original application at no additional cost.

Refunds will be issued every Thursday, within regular working hours. If it coincides with any of our official holidays such as Tet or Independence Day, the refund will be processed on the next business day. The process of receiving your funds may vary depending on the working procedures of your Bank/Financial Institution, typically taking approximately 7 to 10 business days. You will be responsible for any charges imposed by your Bank or Financial Institution related to the refund, irrespective of the payment method employed. eVisa to Vietnam will bear the responsibility for the refund fees imposed by our Bank/Financial Institution.

5. Vietnam eSIM

The Vietnam eSIM is a convenient digital solution designed to ensure tourists have continuous connectivity during their visit to Vietnam.

The Vietnam eSIM, offered by Vietnam-visa, utilizes local operators and is inclusive of a telephone number.

The duration of its validity varies between 5 to 30 days.

Processing time

Typically, customers can expect to receive the eSIM QR code in their registered email within just 5 minutes after making the purchase. If you do not receive it, please reach out to us at apply.evisatovietnam@gmail.com for assistance.

Our policy regarding cancellations and refunds is as follows:

The acceptance of cancellation and refund requests will be limited to the following scenario only:

Cancellation and request refusal will occur in the instances outlined below.

If you are unable to locate your eSIM in your main inbox, it is important to reach out to us to investigate the reason for its non-receipt. It is possible that the delivery of the eSIM could have been mistakenly categorized as junk or promotional email.

Once the eSIM QR code has been sent to you through email or another medium, it is important to note that this digital product cannot be cancelled post-delivery.

The QR code has been successfully captured.

“We have successfully resolved the error in the eSim and promptly notified you about the solution.”

If any issues arise with our service, we only offer refunds or exchanges after our support team has reviewed and verified the problem. Our support team will carefully assess if the issue aligns with our area of responsibility. If it is relevant, we will proceed with initiating a refund for you. We regret to inform you that we are unable to proceed with the refund request for the cancellation as it was made after your return to your home country without prior confirmation.

If you need to cancel your order and receive a refund, please reach out to Vietnam Discovery at apply.evisatovietnam@gmail.com. Kindly provide us with the order number, name of the product, and the rationale behind the refund request.

A reimbursement will be processed using the same payment method selected during the initial transaction (e.g. PayPal can be utilized to complete the transaction. It may take approximately 10 business days for the refund to be processed.

II. Payment

We graciously accept four payment methods for all of our services, kindly refer to our payment guideline for further information.

The first option is to make a payment using various credit cards such as VISA, MasterCard, American Express, JCB, Diners Club, which can be done conveniently through the website www.OnePay.vn.

Option 2: Utilize www.paypal.com and pay with your credit card using our designated Paypal Address: apply.evisatovietnam@gmail.com

One way to make a payment is by using the method of bank transfer.

You have the option to conveniently transfer your payment to our bank account.

The name on the account is Bui Trung Thanh.

Account Number: 664 667 39 for payments in Vietnamese Dong and 664 670 39 for payments in United States Dollars.

The financial institution known as Asia Commercial Bank (ACB) is the designated bank.

The bank is located at ACB – Branch Tran Duy Hung, 216 Tran Duy Hung, Hanoi, Vietnam.

The code ASCBVNVX is known as the Swift Code.

Kindly provide us with your receipt following the payment, allowing us to easily trace the transaction and proceed with issuing your requested visa approval letter.

Option 4: Make a payment in person using cash at our office.

We can be reached at Vietnam Visa Support Department – Vietnam Discovery Travel JSC, where our office is located.

The address of our office is located on the 23rd floor of the TASCO Building, situated on Pham Hung Road in the Me Tri area of Tu Liem, Hanoi, Vietnam.

2, VIPD Building, on the 2nd floor. The address in District 1, HCMC is 4 Nguyen Thi Minh Khai, Da Kao Ward.

All charges incurred during the payment process by your Bank or Financial Institution(s) will be attributed to you and your account, regardless of your chosen payment method. Vietnam-Visa.com holds no liability for any of these associated costs.

III. Disclaimer

We regret to inform you that eVisa to Vietnam cannot assure delivery of all confirmation and notification emails due to factors outside our control. There could be various reasons such as email malfunction, entering an incorrect email address, or emails being marked as spam that might lead to these issues. In the event that you do not receive any communication regarding your approval letter, it is necessary to get in touch with our support team at least 48 hours before your scheduled arrival date. eVisa to Vietnam assumes no liability for any loss or damage, including refund requests.

It is the responsibility of applicants to ensure the correctness of the information provided in their approval letter. In the case of any errors, it is imperative for applicants to promptly notify us for a correction; failure to do so will result in the applicant assuming full responsibility for the mistakes. If any mistakes are made by us, we will handle the approval letter without charge. However, if any errors are made by the applicants, they will need to pay the full fee for a new approval letter. It is advisable for applicants to thoroughly review the approval letter upon receipt, as the issuance of a new letter generally requires 1-2 business days.

Typically, Vietnam visa approval letters contain multiple applicants’ names, passport numbers, and dates of birth. As a result, you may come across your personal information alongside that of others in the same letter. If you desire a confidential letter, simply indicate your preference in the second stage of our booking form. eVisa to Vietnam cannot be held responsible for any problems related to an applicant’s personal information resulting from a group approval letter.

IV. Privacy

Kindly focus your attention on our privacy statement, which you are also obliged to adhere to while using this website. The inclusion of a privacy statement forms an integral part of this agreement.

When you use our site and services, you authorize eVisa to Vietnam to communicate with you through email or phone for various reasons, including sharing marketing and promotional content.

V. Security

It is your duty to ensure that your User ID (login) and password on eVisa to Vietnam remain confidential. You are accountable for any usage of your user ID (login), regardless of whether you have authorized it or not. You are obligated to promptly inform us of any unauthorized use of your user ID. Please consult our privacy statement, which governs the submission and distribution of information.

VI. Entire agreement

This agreement, in conjunction with the privacy statement, serves as the comprehensive agreement between you and eVisa to Vietnam, overriding any previous agreements, statements, or representations concerning eVisa to Vietnam. Not enforcing any provision of this agreement does not imply giving up on enforcing it or the right to do so. Any changes or amendments initiated by you will only be considered valid and binding if they are in written form and signed by both parties. The laws of Vietnam hold jurisdiction over this agreement.

Contact us

If you have any questions about our Terms & Conditions, please contact us at apply.evisatovietnam@gmail.com. You may also contact with hotline: +84.787.590.333 or directly meet us in our office at:

• 3B Bao Khanh lane, Hang Trong ward, Hoan Kiem district, Hanoi, Vietnam
• 64 Hang Dieu street, Hoan Kiem district, Hanoi, Vietnam
• 3 Ma May street, old quarter, Hanoi, Vietnam.