Terms and Conditions of Services

This page outlines the terms and conditions that govern your use of this Website. By accessing, browsing, or using our Website as a guest or a registered user, you agree to comply with and be bound by these Terms of Use. These terms also incorporate our Privacy Policy, which explains how we collect, use, and protect your personal information. Please read both documents carefully, as they collectively form the basis of your relationship with us.

References to “we,” “us,” and “our” refer to Fire Phoenix, while “you” and “your” refer to the user of this Website.

1. INFORMATION ABOUT US

We are Fire Phoenix, a dedicated travel agency committed to delivering exceptional travel experiences tailored to your needs. Whether you are planning a family holiday, a romantic getaway, or traveling on business, our mission is to provide smooth, memorable journeys supported by outstanding customer service.

At Fire Phoenix, we believe travel should be effortless, enjoyable, and enriching. We aim to simplify the planning process, offer competitive travel solutions, and curate experiences that create lasting memories.

2. YOUR USE OF THE WEBSITE

You agree to use our Website solely for lawful, legitimate, and ethical purposes. You must not use the Website:

• In any manner that violates local, national, or international law or regulation.

• To engage in fraudulent, harmful, or malicious activities.

• To attempt unauthorized access to the Website, its servers, or any associated systems or databases.

• To knowingly transmit viruses, malware, or other harmful technologies.

• To interfere with the operation, security, or integrity of the Website.

You are responsible for ensuring that you have the necessary hardware, software, and internet connection to access and use our Website. You must also ensure that anyone accessing the Website through your connection is aware of these Terms and complies with them.

If we determine that you have breached these Terms, we reserve the right to take any action we consider appropriate. This may include, but is not limited to:

• Temporary or permanent suspension of your access to the Website.

• Legal proceedings to recover costs arising from the breach.

• Disclosure of relevant information to law enforcement agencies.

By continuing to use our Website, you acknowledge that you accept these Terms. If you do not agree with them, you must not use our Website.
If you choose to purchase any products or services through our Website, the Booking Conditions applicable to those services will apply.

3. YOUR ACCOUNT AND PASSWORD

If you create an account or are provided with login credentials as part of our security procedures, you must treat this information as confidential. You must not share your username, password, or any security details with any third party.

We reserve the right to disable any user account, identification code, or password at our discretion if we believe that any part of these Terms has been violated.

If you suspect that someone else has gained access to your account details, you must contact us immediately at support@firephoenixtravel.com or call +84346421808

4. INTELLECTUAL PROPERTY RIGHTS

All intellectual property rights in the content and materials on this Website—including text, graphics, logos, images, videos, and software—are owned by us or licensed to us. These materials are protected by copyright laws and international treaties.

You may print or download extracts of content for personal, non-commercial use under the following conditions:

• Content must not be altered, edited, or modified in any way.

• Images, videos, and graphics must not be used separately from their accompanying text.

• Our status as the author and rights holder must always be acknowledged.

Any use of Website content for commercial, promotional, or public purposes without our express written permission is strictly prohibited.

If you upload content such as photographs or written materials, you are responsible for ensuring you have the legal right to use and share them.

5. WEBSITE CHANGES AND AVAILABILITY

Our Website exists to provide travel information, inspiration, and booking services. We may update the Website and its content at any time without prior notice. While we strive to provide accurate and up-to-date information, some material may occasionally be outdated or incomplete.

We do not guarantee:

• Continuous, uninterrupted availability of the Website.

• Freedom from errors, omissions, or technical issues.

• That the Website or its content will always be secure or free from viruses.

We may temporarily or permanently withdraw or restrict access to parts or all of the Website without notice.

6. OUR LIABILITY

The information provided on our Website—including recommendations, opinions, and travel details—is provided for general informational purposes only. Unless otherwise stated in our Booking Conditions, we make no guarantees regarding the accuracy, completeness, reliability, or suitability of any information.

To the fullest extent permitted by law, we exclude all liability for:

• Any direct, indirect, or consequential loss or damage arising from your use of the Website.

• Loss of data, profits, revenue, or business opportunities.

• Issues caused by viruses, malware, or other harmful components that may affect your devices or data.

• Any reliance placed on content provided by us or by other users.

We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded.

If you use the Website for commercial purposes, you do so entirely at your own risk.

7. REVIEWS, SUBMISSIONS, AND COMMUNITY CONTRIBUTIONS

Users are welcome to submit reviews, feedback, photos, and other content to our online community. By submitting content:

• You grant us a non-exclusive, royalty-free, perpetual license to use, reproduce, publish, and distribute your material for any purpose.

• You retain ownership of your intellectual property but allow us to use the content in marketing or promotional activities.

• You agree to indemnify us against any claims, damages, or legal fees arising from your submissions.

Any content uploaded to the Website is considered non-confidential. We may disclose your identity to third parties if your content violates their rights.

We are not responsible for verifying the accuracy of content submitted by users and accept no liability for submissions made by third parties.

8. LINKING TO OUR WEBSITE

You may link to our Website provided that:

• The link is presented fairly and legally.

• It does not imply endorsement, partnership, or approval where none exists.

• It does not damage our reputation.

We reserve the right to withdraw linking permission at any time without explanation.

9. LINKS FROM OUR WEBSITE TO THIRD PARTIES

Our Website may contain links to external sites and resources operated by third parties. These links are provided for convenience and informational purposes only.

We have no control over, and accept no responsibility for:

• The content or accuracy of external sites.

• Any loss or damage that may result from your use of third-party websites.

Your use of any linked websites is at your own risk and subject to their own terms and privacy policies.

10. VARIATIONS

We may revise these Terms of Use at any time. Changes will be posted on this page, and your continued use of the Website signifies your acceptance of the updated Terms. We encourage you to review this page periodically.

11. GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Hong Kong.

12. REFUND AND CANCELLATIONS

General Terms

• Requesting Changes or Cancellations: Once your tour is confirmed, any request to alter or cancel the booking must be made by contacting support@firephoenixtravel.com or our call center at +84346421808. You must include your receipt and booked tour voucher in your email to initiate the procedure. All changes and cancellations are subject to fees determined by Fire Phoenix.

• Promotional Items: Alternating or cancelling a tour will result in the revocation of any associated gifts or add-on promotions. If a gift has already been used, you will be charged an amount equivalent to its value.

• Financial Processing: The customer is responsible for all bank charges related to payment processing for the tour ticket fare. Refunds, if applicable, will only be processed by Fire Phoenix after the bank confirms that the original payment was successfully credited to the Fire Phoenix account. The refund amount, after deducting any prescribed alternation/cancellation fees, will be completed within 30 to 60 days from the date Fire Phoenix deducts the fees, depending on the terms of the third-party service providers.

• Promotional Bookings: Tours purchased with discounts or promotions are strictly non-refundable, non-cancellable, and cannot have their itineraries altered.

12.1 Customer Cancellation/Alternation Fees (After Reservation Confirmation)

The calculation for the cancellation/alternation period uses working days (excluding Saturdays, Sundays, and public holidays).

Standard Weekdays:

Public Holiday Periods:

This fee structure applies to all tours scheduled during official public holidays, including the day(s) immediately preceding and following the holidays, such as:

• Lunar New Year (Tết Holiday - announced annually)

• Hung Kings’ Death Anniversary (announced annually)

• Southern Liberation and National Reunification Day (April 28 - April 30)

• International Workers’ Day (May 01 - May 03)

• National Day (September 01 - September 03)

• Christmas (December 24 - December 26)

• Solar Calendar New Year (December 28 - January 03)

12.2. Cancellation by Fire Phoenix

If Fire Phoenix cancels your booking due to objective reasons beyond our control (e.g., service unavailability or provider cessation), you have the following options:

1. Transfer your booking to an alternative departure date, OR

2. Receive a Fire Phoenix service Voucher/Coupon equivalent to the cancelled service value (terms and use period specified upon issue), OR

3. Receive a full refund of the amount paid.

Fire Phoenix is not liable for any related third-party costs you may incur, such as non-refundable flights, visas, vaccinations, or insurance expenses beyond coverage limits.

We may also cancel or refuse a booking if a “Real Failure“ occurs (an obvious pricing or website error that no reasonable person would consider valid). In such cases, the paid amount will be fully refunded without any additional charges.

12.3. Force Majeure Events

If a tour or service is cancelled or changed by either party due to a force majeure event (e.g., fire, severe weather, natural disaster, war, pandemic, public transport delay/cancellation, or other legally defined events), Fire Phoenix is not responsible for any incurred losses or legal liability. However, both parties must make reasonable efforts to minimize the resulting damages.

If the entire tour is cancelled due to such an event, customers may choose one of two options:

1. Receive a full refund of the amount paid within 30 to 60 days from the cancellation date, contingent upon the service providers’ terms, OR

2. Receive a Fire Phoenix service Voucher/Coupon equivalent to the cancelled service value (terms and use period specified upon issue).

12.4. Itinerary Changes

Fire Phoenix reserves the right to change the itinerary, rearrange the order of sights, or cancel the tour entirely at any time deemed necessary for the convenience or safety of the customers, based on the actual operational situation.

13. CONTACT AND CONCERNS

If you have any questions, concerns, or requests regarding these Terms and Conditions of our services, or inquiry about our Refund Policies or any content on our Website, please email us at support@firephoenixtravel.com, or call us at +84346421808.

• Our hours of operation: 9.30 to 16.30 Monday to Saturday. 

• For general inquiries: please expect our response in one (01) business day.

• For refund/cancellation: we will review case by case but no longer than ten (10) business days.

• For change the plan: inform us immediately via phone. For email inquiries; we shall respond to you in two (02) business days.