Terms & Conditions

1. Acceptance of these terms

By using this website, submitting a booking request, making a payment, sending documents, or using any Fast-Track Vietnam service, you agree to these Terms & Conditions.

If you are booking on behalf of another passenger, you confirm that you have authority to provide their information and accept these terms on their behalf.

2. Services covered

These terms apply to services provided or coordinated by Fast-Track Vietnam, including but not limited to:

• Arrival Fast-Track and arrival airport meet-and-assist services.
• Departure Fast-Track, check-in assistance and departure airport support.
• Connection assistance where available.
• Urgent pending Vietnam eVisa support for applications that have already been submitted and remain pending.
• Related customer support, booking coordination and document handling.

3. We are not a government, airline or airport authority

Fast-Track Vietnam is an independent service provider. We do not control and cannot override decisions made by airlines, airports, immigration officers, customs officers, security staff, government agencies or visa authorities.

Priority lanes, fast-track access, check-in assistance, immigration processing, security screening, boarding and visa/eVisa outcomes remain subject to the relevant authority or operating staff on the day.

4. Booking requests and availability

Submitting a booking form or enquiry does not automatically confirm your service. A booking is confirmed only when our team confirms availability and any required payment has been completed.

We may decline, cancel, or request changes to a booking if the requested service is unavailable, the details are incomplete, the timing is not workable, payment is not completed, or we consider the request unsuitable.

5. Customer responsibilities

You are responsible for providing complete, accurate and up-to-date information. This includes names, passport details, flight details, travel dates, arrival/departure times, contact details and all required supporting documents.

• Each passenger must hold valid travel documents.
• You must check airline, immigration, visa, customs, health and entry requirements before travel.
• You must arrive at the agreed meeting point on time and remain contactable by phone, WhatsApp or email.
• You must follow instructions given by airport, airline, security and immigration staff.

6. Pricing, currency and GST

Unless clearly stated otherwise, prices shown on our website are in USD and exclude GST. Any AUD estimate, if displayed, is for reference only and may be calculated using an indicative exchange rate plus GST.

After-hours surcharges, urgent processing charges, airport-specific charges, additional passenger charges, third-party fees, government fees, airline fees, visa fees, lounge fees, baggage fees or other external costs may apply and are not included unless expressly stated.

7. Payment and confirmation

Payment instructions may be sent after our team checks service availability. Your service may not be confirmed until payment is received and cleared.

If payment is delayed, incomplete, reversed, disputed or not received before the required cut-off time, we may cancel or decline the service request.

8. Changes, cancellations and refunds

Requests to amend or cancel a booking must be sent to our support team as soon as possible. We will try to assist, but changes are subject to availability, timing, third-party procedures and any work already performed.

• No refund is guaranteed for no-shows, late arrival at the meeting point, unreachable passengers, incorrect booking details, invalid documents or failure to follow airport instructions.
• Fees paid to third parties, government bodies, airport partners, agents or suppliers may be non-refundable.
• For urgent pending eVisa support, fees may become non-refundable once case review, escalation or follow-up work has started.
• Approved refunds, if any, may exclude bank fees, payment gateway fees, third-party costs and work already performed.

9. Airport service limitations

Airport fast-track services are designed to save time and provide assistance, but we cannot guarantee a specific waiting time, processing time, lane availability, check-in outcome, boarding approval, immigration decision or security decision.

Delays may occur due to airport congestion, flight changes, airline operations, immigration queues, security procedures, staffing, weather, system outages, force majeure events or other circumstances beyond our control.

10. Urgent pending Vietnam eVisa support limitations

Our urgent eVisa service is limited to support and coordination for an application that has already been submitted and is still pending. It is not a new eVisa application service and does not apply to an application that has already received a final rejected or approved result.

We do not issue visas and cannot guarantee approval, approval timing, entry permission or the outcome of any application. Vietnam immigration authorities remain solely responsible for reviewing, approving, refusing, delaying or requesting additional information.

11. Documents and information handling

You agree that we may use the documents and information you provide to process your booking, coordinate with service partners, support your airport service, or assist with your eVisa support request.

You must not submit false, misleading, expired, altered or unauthorized documents. We may refuse service if we suspect inaccurate or improper information.

12. Limitation of liability

To the maximum extent permitted by law, Fast-Track Vietnam is not liable for indirect, incidental, consequential or special losses, including missed flights, denied boarding, denied entry, visa refusal, travel disruption, accommodation costs, lost income or other third-party losses.

Where liability cannot be excluded, our liability is limited to the amount paid by you for the specific service affected.

13. Events outside our control

We are not responsible for failure or delay caused by events outside our reasonable control, including flight disruption, airport closure, government action, immigration system issues, technical failure, strikes, severe weather, public health measures, civil unrest or force majeure events.

14. Privacy and personal data

We collect and use customer information for booking, service delivery, customer support, payment handling, document review and related business purposes. This may include passport copies, flight tickets, visa documents, contact details and travel information.

By using our services, you consent to the handling of your information for these purposes, including sharing necessary details with airport support staff, service partners or relevant third parties involved in providing the requested service.

15. Website information

We aim to keep our website accurate and up to date, but prices, service availability, airport coverage, processing times and requirements may change without notice. Website content is general information and should not be treated as legal, immigration or travel advice.

16. Changes to these terms

We may update these Terms & Conditions from time to time. The updated version will apply from the date it is published on this page unless otherwise stated.

17. Contact us

For questions about these Terms & Conditions, your booking, or your service request, contact Fast-Track Vietnam support.

These terms are intended for Fast-Track Vietnam customers and website users.