1. Scope of Application

• Applies to services booked by customers through goldencoastresort.com.vn, including hotel rooms, restaurant dining, spa & massage, and other related travel services.
• The specific policy for each service may vary depending on the stay dates, promotional programs, operating conditions, and the policy published at the time of booking.
• Where the service page/voucher/confirmation email specifies separate cancellation/refund conditions, those specific conditions shall take priority, to the extent not contrary to law.

2. Cases of Service Termination

• The specific cancellation conditions published on the product page, quotation, or booking confirmation shall take priority.
• The cancellation time is calculated from when Golden Coast Resort & Spa receives a written request via email or an official channel, based on local time at the place where the service commences.
• The customer voluntarily cancels the service before the date of use.
• The customer requests a date/service change that cannot be fulfilled, and both parties agree to cancel the booking.
• The customer fails to meet the conditions for using the service, such as documentation, health, or safety requirements.
• Golden Coast Resort & Spa or its service-providing partner is unable to perform the service due to lack of availability, insufficient minimum number of guests, operational changes, discontinuation of the service, or force majeure.
• There is a technical error or an obvious pricing mistake.
• The transaction shows signs of fraud, uses an invalid payment method, involves abuse of a discount code/voucher, or violates the website’s terms.
• The service cannot be performed due to a requirement of a state authority, natural disaster, epidemic, severe weather, war, strike, or other events beyond reasonable control.

3. Refund Policy

3.1. Refund Conditions

• The service cannot be exchanged or substituted.
• If the service cannot be performed due to a fault of Golden Coast Resort & Spa or its supplier, the customer may choose an equivalent alternative arrangement, a date change, or a refund.

In the event of force majeure, Golden Coast Resort & Spa will prioritize assisting with a date change or refunding the amount that can be recovered after deducting the actual non-refundable costs charged by the supplier.

3.2. Cases Not Eligible for a Refund

• The customer does not show up or does not use the service within the timeframe stated in the booking request.
• The customer lacks sufficient documentation — ID card, visa (for foreign nationals), passport, health conditions — or is denied exit/entry for personal reasons.
• The customer unilaterally changes the itinerary or uses a service outside what was confirmed without the consent of Golden Coast Resort & Spa.
• The service is published as non-refundable/non-cancellable, or the free-cancellation deadline has already passed.
• The customer violates the rules, endangers safety, engages in fraud, abuses a voucher, or violates the law.
• The customer provides incorrect information that results in the service being unable to be used.

3.3. Amounts That May Be Deducted from a Refund

• The cancellation fee under the specific service’s policy.
• Booking fees, transportation fees, or non-refundable third-party costs.
• Bank fees, transfer fees, refund processing fees, or international transaction fees arising from the customer’s cancellation request.
• The value of the service already used or confirmed as already provided.

4. Service Cancellation Fee Levels

Any costs arising in addition to the room rate or service price, if any, will be publicly disclosed by Golden Coast Resort & Spa, together with the applicable conditions, before the customer uses the service or confirms the additional request.

Fees that may arise include costs for additional services used, early check-in, late check-out, extension of stay, or other services requested by the customer. Golden Coast Resort & Spa will notify the customer of the fee level and applicable conditions before confirming and carrying out the request.

For services with a predetermined price, Golden Coast Resort & Spa is responsible for posting or providing information on the price and applicable conditions before the customer uses the service. This information may be posted in the room, at the front desk, at the service area, or provided on the website and through other appropriate notification methods.

Customers are only required to pay for additional costs that have been publicly disclosed or notified in advance by Golden Coast Resort & Spa in accordance with the above. Where the fee level or applicable conditions change, Golden Coast Resort & Spa will notify the customer before applying the new fee.

For costs that can only be determined after the incident occurs, Golden Coast Resort & Spa will notify the customer of the details and the amount of the charge before collecting the fee, except where otherwise provided by law.

5. Cancellation/Refund Request Procedure

6. Termination of Website Access

Golden Coast Resort & Spa has the right to terminate a user’s access to the website if the user violates the website’s terms, commits payment fraud, abuses vouchers, intrudes into the system, distributes malicious code, falsifies information, or adversely affects the rights of others.

Termination of an account does not relieve the user of their payment obligations, compensation obligations, obligation to provide information needed to process an existing booking, or any other legal obligations.

Bookings confirmed before the time of account termination will be handled in accordance with the policy of the relevant service, except where the booking is related to fraud or a violation of the law.