This policy outlines the terms and conditions for booking bus tickets through Lila Inn & Tours. We assist with bookings to ensure a smooth experience and better support, but we are not fully responsible for the service quality of the bus operators. All bookings are subject to availability, and we recommend booking early to secure better seats and conditions.
Full payment is required at booking via Debit Card, Credit Card, Apple Pay, or Google Pay.
A confirmation email will be provided within 24 hours. If you don’t receive any confirmation from us, it may be due to a system error. Please kindly send us an email or message us via WhatsApp at +84 968 321 715.
Please note that booking on the website does not guarantee bus availability. In case the selected bus type is unavailable at your chosen time, we will do our best to find a suitable replacement for you and return the difference.
The pick-up time is 30 minutes to 1 hour before the departure time, depending on the route. We will send you the pick-up time and location information. Please arrive on time as late arrivals result in missing the bus without a refund.
Cancellations are allowed based on timing: more than 24 hours before departure receives a full refund minus a 10% processing fee; 12 hours receives a 50% refund; less than 12 hours or no-shows receive no refund.
You may make one free change; a fee of 100,000 VND applies for each subsequent change.
Please contact us immediately to request changes or cancellations via WhatsApp +84 968 321 715 or email lilainntours@gmail.com.
If you’re not satisfied with the bus services or you would like to request a refund, you are welcome to get in touch with us via Whatsapp +84 968 321 715 or Email lilainntours@gmail.com
Note: To examine the incident accurately and resolve it quickly, we kindly ask you to send us a message while you are on the bus and attach any supporting material (e.g., photos or videos).
Our team will check your case and get back to you as soon as possible.
We assist by arranging alternatives where possible, such as rescheduling or partial refunds, but we are not liable for force majeure events, including weather, traffic, or mechanical delays.
A full refund is provided if the bus is delayed by 120 minutes or more after the scheduled departure time, or if it is canceled. Refunds are processed back to your original payment method within 7–10 business days after approval.
Contact us immediately with your case details, and we’ll start the search. Please note we are not responsible for items lost on the bus, always check your belongings before leaving.
It’s not mandatory but highly recommended to secure your return seats, especially during peak seasons. You can book one-way if preferred, but availability for returns isn’t guaranteed without prior reservation.
Child under 07 years old: Free of charge (child stays in the cabin or shares a seat with parents).
We may need to adjust or cancel the bus in the event of “Uncontrollable Events” as defined below:
Lila Inn & Tours assumes no responsibility for any claims, damages, expenses, or liability arising from causes classified as ‘Uncontrollable Events’.
For and on behalf of LILA INN & TOURS COMPANY LIMITED
