With Haivenu, your money is safe

In the unlikely possibility of something going wrong when you travel with Haivenu, we guarantee compensation up to the full cost of your tour.

When you book a tour with us whether directly with Haivenu Vietnam or Haivenu UK, the contract will be between yourself and Haivenu UK with Haivenu UK acting as the principal and tour operator and Haivenu Vietnam acting as our ground handler.

Protection from Haivenu UK:

For your peace of mind, Haivenu UK provides ATOL and TOPP protection against business collapse.

TOPP (Total Payment Protection Policy)

In compliance with the UK Package Travel, Package Holidays and Package Tours Regulations 1992 and the Civil Aviation (Air Travel Organiser's Licensing) Regulations 1995 an insurance policy has been arranged with Travel & General Insurance Company plc to protect customers' prepayments paid in respect of:

• flight inclusive packages commencing and returning to the UK
• non-flight inclusive packages commencing and returning to the UK
• the ground handling aspects of packages where the customer is responsible for arranging travel to the destination
• accommodation only holidays
• inbound business to the UK

offered in this website (subject to the terms of the insurance policy), for:

• a refund of such prepayments if customers have not yet travelled, or
• making arrangements to enable the holiday to continue if customers have already travelled, or
• repatriation of customers to the UK

in the unlikely event of our financial failure. Please note that this protection is applied to all our clients worldwide.

Our TOPP cover number is HUKL/topp/07/01.Travel & General Insurance Company plc, is authorised and regulated by the Financial Services Authority.

Please note that the contract will be between you and Haivenu UK Ltd will be governed by UK Law and any disputes will be dealt with in the courts of the UK.

ATOL (No. 9475)

All Haivenu UK clients departing from UK airports are protected by ATOL (Air Travel Organisers' Licensing). ATOL is a protection scheme for flights and air holidays, managed by the Civil Aviation Authority (CAA). Most firms who sell air travel in the UK are required by law to hold an ATOL licence.

If you've booked and contracted with Haivenu UK for a complete air holiday package or just a flight, ATOL protects you from losing money or being stranded abroad if the tour operator goes out of business. All licensed airline firms have to lodge bonds with the CAA so that if they go out of business, the CAA can give refunds to people who can't travel and arrange for people abroad to finish their holidays and fly home. There's also a Government-backed fund called the Air Travel Trust that steps in if any ATOL bond isn't enough to look after everyone affected by the failure.

Furthermore, air holiday package organisers are responsible for all the items in the package they sell to you. This means if there's a problem with any of the suppliers involved with your holiday, Haivenu will sort it out. You also have recourse to Haivenu UK if there are problems with your holiday arrangements, such as transport and accommodation and health and safety issues.

You can check whether Haivenu UK (or any other operator) holds an ATOL license at CAA website . Haivenu UK will check that all the holiday arrangements you are booking, such as flights and accommodation, are covered by Haivenu's ATOL. Your holiday invoice (digital or hard copy) will confirm both this and the total price.

Please note :

ATOL protection is only for flights or flight-related issues as above. To obtain full protection, all the elements in the holiday must be included in the package. If you have chosen to make separate arrangements on your own for, say, transport or hotels, those elements would not be protected should things go wrong.

The rapid expansion of low cost carriers is encouraging travellers to create their own holidays by booking flights and accommodation online. This may seem a cheaper option, but you will lose the protection provided by an ATOL tour operator.

If your chosen airline company were to collapse (not an uncommon occurrence!), you might need to pay considerably more to get another flight home and even have to cut short your holiday. If the collapse occurred before departure, it's likely that your holiday plan will suffer. For example, you could have difficulties getting to the hotels you'd booked. Last minute alternative flights and connections can be very expensive and fly at different times to the original bookings.

Protection from Haivenu Vietnam:

Haivenu Vietnam is a fully licensed international tour company affiliated to the Pacific Asia Travel Association (PATA - Vietnam Chapter), the American Society of Travel Agents (ASTA), the Adventure Travel & Trade Association, and the Vietnam Tourism Association (VITA).

We are fully licensed by the Vietnam National Authority for Tourism (VNAT) as an International Tour Operator. The terms of our licence require us to place a substantial cash bond in a secure account. The account has two signatories - Haivenu and VNAT. The money in the account is solely for compensating clients or business partners in case of an unlikely event of Haivenu Vietnam's financial failure.