Terms & Conditions

Avana Retreat, referred to as “Avana Retreat”, “we”, “our”, or “us”, owns and operates the website located at https://avanaretreat.com/ (the Site).

The purpose of the Site is to provide information about our resort and services, answer inquiries from customers and potential customers, and provide for online reservations and bookings.

These terms and conditions govern your use of this site and create a legally binding contract between Avana Retreat and you. These terms and conditions only apply to the Site. By continuing to use the Site, you accept these terms and conditions as is, including any changes that may be made to them from time to time. If you do not wish to be bound to these terms and conditions, your only option is to cease using the Site. You are responsible for all telephone and/or Internet service provider charges you incur as a result of accessing the Site.

You have particular rights concerning your personal information. In our Privacy Policy, which can be viewed here, we describe in detail: what information we collect, how we collect it, how we use it, the security measures we take concerning your personal information, whether it is shared and with whom, and your rights concerning your personal information.

The Site is intended for users 18 years of age and older. By accessing and/or using the Site, you represent that you are: (1) 18 years of age or older; (2) of legal age to use the Site; and (3) of legal age to enter into a binding contract as it relates to these terms and conditions.

Avana Retreat reserves the right to change these terms and conditions at any time without notice to you, except where such notice may be required by applicable, depending upon the nature of the changes made. By using the Site subsequent to any change of these terms and conditions, you agree to be bound by such change.

Other than the exceptions specifically referenced in these terms and conditions, all content on the Site is the property of Avana Retreat or the referenced third party, or is licensed and/or used by permission by Avana Retreat including, but not limited to, all marks, logos, trade names, text, data, documents, messages, pictures, images, video, audio, graphics, links, or other electronic files (collectively, “Site Content”). No license to or right in any such Site Content is granted to or conferred upon you.

Online reservations and bookings for our services are made through the Site. For information on how we collect and use personal information from you, and your rights under applicable law concerning your information, please see our Privacy Policy which can be viewed HERE
Online reservations and bookings for lodging at our resort are handled by a third party vendor, namely, Staah Booking Engine. In connection with making lodging reservations and bookings, you will leave the Site and go to a site maintained by Staah. Further, when making lodging reservations or bookings through the site maintained by Staah, you will be bound by Staah’ terms of use and be subject to the additional terms regarding rooms rates, service charges, taxes and deposits, and policies regarding cancellation, check in, check out, and children..
You are responsible for maintaining the confidentiality of any Site account access information needed to reserve or book spa services and/or lodging, and agree to notify Avana Retreat if this access information is lost, stolen, or otherwise compromised. You are responsible for all activities that occur under any such Site account.
You agree that you will make only legitimate reservations or bookings in good faith for use by you and your invited guests only, and not for other purposes, including without limitation, reselling, impermissibly assigning or posting on third-party websites, or making speculative, false or fraudulent reservations or bookings.

The following conduct is strictly prohibited in connection with accessing or using the Site:

  • Violating, or encouraging anyone else to violate, any applicable laws or regulations
  • Collecting other users’ personally identifiable information and/or personal data or using any technology such as a robot, spider, scraper or other automated means to access, scrape, or data mine the Site or to otherwise collect mass data from the Site in order to create compilations or databases of information on Site users, trends, or Site functionality
  • Downloading any software from the Site unless such process is required and approved by Avana Retreat as part of using the Site; Imposing an unreasonable or disproportionately large network strain or denial-of-service attack on, or engaging in any behavior that disrupts the operation or performance of, the Site or Avana Retreat’ computer and/or network infrastructure
  • Hacking into or gaining unauthorized access to protected areas of the Site and/or Avana Retreat’ computers, servers or networks, and/or any computers or systems used by other users of the Site, including but not limited to, circumventing Site security features; and/or Uploading any harmful files or viruses.

You agree to indemnify, defend and hold harmless Avana Retreat, including its officers, owners, directors, employees, affiliates, agents, licensors, representatives, solicitors, attorneys, and business partners (“Indemnified Parties”), from and against any and all claims, demands, losses, costs, damages, liabilities, judgments, awards, and expenses (including attorneys' and solicitors’ fees, costs of defense, and direct, indirect, punitive, special, individual, consequential, or exemplary damages) Avana Retreat or any of the Indemnified Parties suffer in relation to, arising from, or for the purpose of avoiding, any claim or demand from a third party that relates to your use of the Site, your breach of these terms and conditions, or use of the Site by any person using your Site account.

The Site may contain links to external and third-party sites, including third-party advertisers, not controlled and/or affiliated with Avana Retreat. Avana Retreat’ display of links is not meant to imply that Avana Retreat approves, guarantees, recommends, or endorses the linked sites or the content and/or products/services available on those linked sites. The links are not meant to suggest any implied association with Avana Retreat.If you click on these links, you will leave the Site. If you access the linked sites, you will be subject to the terms of use and other policies applicable to those linked sites. You visit the linked sites at your own risk and should consult the linked sites’ policies.

Your use of the site is at your own risk. Avana Retreat makes no express or implied warranties, representations or endorsements whatsoever with respect to the site or any goods or services offered through the site. Avana Retreat expressly disclaims all warranties of any kind (express, implied, statutory, or otherwise), including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement.

Avana Retreat does not warrant that the functions or content on the site will be error-free, free of viruses or other harmful elements, or secure. Avana Retreat is not liable for any damage to your computer or systems as a result of other third-party behavior. The site, including any goods or services provided through the site, are provided on an “as is” and “as available" basis.

In no event will Avana Retreat , or any of its officers, directors, employees, or related parties, be liable for any damages whatsoever, including, but not limited to, any direct, indirect, incidental, consequential, special, exemplary, punitive, actual, or other indirect damages, including loss of revenue or income, pain and suffering, emotional distress, or similar damages even if Avana Retreat has been advised of the possibility of such claims or damages, arising out of any matters or claims you may raise relating to the site. In no event will the collective liability of Avana Retreat or its officers, directors, employees, or related parties, exceed the greater of VND 2,000,000 (VND) or the amount you paid to Avana Retreat for the applicable good or service out of which the liability arose. If any of the limitations contained herein are contrary to applicable law (such as, consequential or incidental damages), Avana Retreat liability will be limited to the fullest extent allowed under applicable law.

Your use of the Site is also governed by our privacy policy which is incorporated by reference into these terms and conditions.

Except as limited by our privacy policy or applicable laws, with respect to all communications you make to Avana Retreat, such as through telephone calls or emails sent via the “Contact Us” link and including but not limited to feedback, questions, comments, suggestions and the like: (1) you have no right of confidentiality in your communications; (2) we have no obligation to protect your communications from disclosure and are free to reproduce, disclose and distribute your communications to others; and (3) we are free to use any ideas, concepts, know-how, content or techniques contained in your communications for any purpose whatsoever, including but not limited to the development, production and marketing of products and services that incorporate such information.

Any disputes relating to these terms and conditions or the Site are governed by, and will be interpreted in accordance with, the laws of the Socialist Republic of Vietnam, without regard to any conflict of laws provisions. You irrevocably and unconditionally consent to submit to the exclusive jurisdiction of the courts of the Socialist Republic of Vietnam for any litigation or disputes arising out of or relating to the use of the Site, waive any objection to the venue of any such litigation or disputes in Singapore courts, and agree not to plead or claim in any Vietnam court that such litigation brought therein has been brought in an inconvenient forum.

Avana Retreat reserves the right, without notice and reason, to disable the Site, your Site account, or your access to the Site. This includes the right to not give any effect to any reservation or booking you make through the Site. You agree that Avana Retreat is not liable to you or any other third party for these actions.

If any part of these terms and conditions is determined by a court of competent jurisdiction to be invalid or unenforceable, it will not impact any other provision of these terms and conditions, all of which will remain in full force and effect. The invalidity of any term is limited to the jurisdiction where such term was deemed to be invalid.

Avana Retreat’ failure to enforce any portion of these terms and conditions is not a waiver of such portion.

In addition to any sections with specific language regarding survival, the proprietary rights, disclaimer of warranties, representations made by you, indemnities, and limitations of liability shall survive the termination of these terms and conditions.

As a result of these terms and conditions, no joint venture, agency, or other type of relationship is created between you and Avana Retreat other than as parties to a contract as specified herein.

Avana Retreat does not assume any liability or responsibility for your use of the Internet or the Site including, but not limited to, any damage your computer or related systems may sustain as a result of accessing the Site.

Avana Retreat will in no way be liable for any failure to perform any obligations contained in these terms and conditions if such failure is due to circumstances beyond the reasonable control of Avana Retreat, such as acts of God.

If you need to contact Avana Retreat for any reason not already specified in these terms and conditions, please use the following contact information.

All products and services transacted on Avanaretreat.com in the form of electronic documents are delivered by Avanaretreat.com to the buyer via the email address provided by the buyer when making a transaction on Avanaretreat.com.

Buyers are responsible for providing accurate contact information and email addresses to receive service/ticket confirmations from Avanaretreat.com. We are not liable for any issues arising from the buyer providing incorrect contact information or email addresses, leading to the failure to receive tickets/service confirmations and important updates related to purchased tickets/services.

Other forms of delivery (if any) will be negotiated and agreed upon by Avanaretreat.com and the buyer when such needs arise. Any additional costs for these delivery methods (if applicable) will be mutually negotiated and agreed upon in writing/message/email by both parties.

If you have any questions or concerns regarding our delivery policy or your order, please contact our customer service department at 0218 3819 868. We will be very happy to assist you.

We hope that our delivery policy will help customers have the easiest and most convenient online shopping experience.

These terms and conditions apply to the booking of products we provide as a service provider. By making a payment, you accept these terms and conditions.

1. Pricing

All prices displayed for products are quoted in Vietnamese Dong (VND).

We reserve the right to adjust prices in the event of price changes from suppliers or other partners.

If the cost of any service increases due to exchange rate fluctuations, price hikes, tax changes, or any other reason, the buyer will be required to pay the additional amount upon our notification, or the buyer may cancel the booking (which may result in cancellation fees). We are not liable in any way if a price increase occurs.

Quoted prices apply to the specific product at the time of quotation and are subject to change before the departure date/service usage date.

All prices are subject to availability and may be withdrawn or changed without notice.

2. Payment Methods

We accept cash, bank transfers, and card payments for purchases made directly at Avana Retreat.

For online payments, you can use the following options: Visa, MasterCard, JCB, Amex, Union Pay, local ATM debit bank cards, and QR code (mobile banking or e-wallet).

3. Payment Security Commitment

Our online payment system is provided by a payment gateway partner legally licensed to operate in Vietnam. Accordingly, the online payment security standards at avanaretreat.com ensure compliance with industry security standards.

4. Payment Security Regulations

Avanaretreat.com partners with the Onepay payment gateway. ONEPAY's payment system meets the information security standards of the PCI Security Standards Council to ensure the security of personal information.

  • Customer financial information will be protected throughout the transaction process using the SSL (Secure Sockets Layer) protocol.
  • One-Time Passwords (OTP) are sent via SMS to ensure authenticated account access.
  • 128-bit MD5 encryption standard.
  • Compliance with information security principles and regulations in the banking and finance industry as stipulated by the State Bank of Vietnam.
  • Payment Transaction Security Policy for Customers:
  • We provide a token storage utility, storing only encrypted strings provided to us by the Payment Gateway Partner. We do not directly store customer card information. The security of customer payment card information is handled by the licensed Payment Gateway Partner.
  • For international cards: customer payment card information that could be used to initiate a transaction is not stored on our system. The Payment Gateway Partner will store and secure this information.
  • For domestic cards (internet banking): we only store the order code, transaction code, and bank name.

We are committed to strictly implementing all necessary security measures for every payment activity conducted on the website.

We are always ready to support and answer any customer questions to ensure the smoothest shopping and payment process.

1. Resolution Mechanism

All customer complaints will be resolved through negotiation. If an agreement cannot be reached, either party has the right to refer the matter to the competent state authority for resolution.

In the event of an incident caused by the fault of avanaretreat.com, we will immediately take necessary measures to safeguard customer rights.

2. Methods for Submitting Complaints

Customers can submit complaints to request resolution from avanaretreat.com through the following methods:

Method 1: Call our hotline at 0218 3819 868.

Method 2: Send an email to [email protected].

Method 3: Visit us directly at Xom Panh, Bao La Commune, Phu Tho, Vietnam.

3. Implementation Procedure

Step 1: Submit Complaint

Customers submit complaints regarding services or unfulfilled rights to avanaretreat.com using the methods specified above.

Step 2: Receive and Process Complaint

Avanaretreat.com will receive customer complaints and proceed with information verification.

Step 3: Respond to Customer

Avanaretreat.com will respond with the complaint resolution results to the customer within 03 working days from the date the information verification and processing are completed.

We will strive to verify information and resolve complaints quickly and promptly to ensure customer rights. If the matter is beyond the capability and authority of avanaretreat.com, we will request the customer to refer the case to the competent state authority for resolution by the law.

1. Changing Rooms and Check-in/Check-out Dates

If you wish to change your check-out date or room type, please contact our Reservations department for assistance. Please note:

  • We reserve the right to change conditions or cancel this policy at any time without prior notice.
  • We are not liable for compensation for damages, changes to dates, room types, etc., whether indirect, incidental, consequential, or in cases of force majeure (natural disasters, war, etc.).

2. Refund Policy

This policy applies when you have fully paid for your booking, subject to the prevailing policy at the time.

We will review and consider refunds for your objective conditions. Refunds will be processed on a case-by-case basis with varying refund percentages. Our staff will officially notify you of the refund via email.

Refund processing time depends on the issuing bank.

Refund Method: Funds will be returned to the bank account you provided or to the payment card used for the booking.

Reimbursement Fee: You'll be charged for any costs incurred from the refund transaction.

3. Contact for Support

If you need to cancel or change your room, or modify your check-in/check-out dates, please contact us using the information below for assistance:

Avana Mai Chau Co., Ltd.

  • Head Office Address: Xom Panh, Bao La Commune, Phu Tho, Vietnam
  • Hotline: 0218 3819 868 | 0247 3024 868
  • Email: [email protected]

Note: Policies and refund/cancellation fees may change over time, so please contact Avana directly for more details.

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