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Terms of use

1. Acceptance of Terms and Conditions

The use of this website and the purchase of services on this website constitute the agreement to follow and be bound by following Terms of Use and Conditions.

Baolau reserves the right to change, modify, add or remove parts of this website and these Terms of Use at any time at its sole discretion without notice. Please check this page for the latest version.

The continued use of this website after changes have been made constitutes the consent to such changes.

2. Definitions

"Passenger Carrier" includes all companies that issue transport tickets and provide air, ground or waterway transport services, including but not limited to airlines, railway companies, bus companies and ferry companies. You understand and agree that Baolau is not a Passenger Carrier.

"We", "our", "ourselves", "ours", and "us" means Baolau and its representatives, providers of this online service and administrators of this website.

"You", "your", "yourself" means the user of this website and its online service.

3. General Terms

These terms ("Terms of Use") govern your use of Baolau website. Your use of this website will mean you accept these terms.

The Online Service is provided by BAOLAU PTE. LTD., a private limited company incorporated in Singapore with registration number 201434204K located in 340 Clementi Avenue 5 #03-236, Singapore, and its subsidiary BAOLAU CO. LTD. (CÔNG TY TNHH BAOLAU), a company incorporated in Vietnam with business registration license number 0313838015 registered at Floor 10, 21 Nguyen Trung Ngan, Ben Nghe Ward, District 1, Ho Chi Minh, and its representative office in Japan BOEKI UP CO. LTD. (株式会社 Boeki Up) located in Wembley BLDG, 6-1-17 Isogamidori, Chuo-ku, Kobe, Hyogo.

4. General Conditions of the Online Service

Baolau is an "Online Information and Ticket Reservation Service" for travelling in Vietnam, Cambodia, Laos and Thailand, which compares routes, schedules and fares for flights, trains, buses and ferries operated by domestic and international Passenger Carriers, and facilitates ticket booking.

Baolau provides the following information about transport services:

Name and Logo of the Passenger Carrier.

Route, defined by a point of origin and a point of destination.

Schedule, defined by a date and time of departure, a date and time of arrival and the duration of the journey.

Code, number or combination of letters and numbers that identify the flight, train, vehicle or vessel.

Price, calculated from a base fare and added taxes and fees.

The information on this website has been prepared for the sole purpose of providing references about transport services. Baolau gathers all the information from trusted public domain sources associated to the Passenger Carriers. The source of data is made available and controlled by the Passenger Carriers and it is subject to change any time and without notice. Due to the volatile nature of the information and the fact that it is supplied by a third party you understand and agree that the information of price displayed in our website may differ from the actual price of the ticket at the time of booking or payment due to fluctuations of the fare or additional fees such as service fees and payment processing fees added by the Passenger Carrier, and you should not rely that our contents are accurate or reliable.

Besides offering information, Baolau facilitates ticket booking by collecting your personal information (full name, email and phone number) and the information of the passengers (full name, passport number, date of birth), and obtaining your consent and approval to perform a booking with the Passenger Carrier on your behalf. Having confirmed the fare availability you will proceed with the payment, including the ticket price and additional fees. After payment you will receive an invoice and a confirmation of your booking, and have your tickets delivered via email or sms, or else receive a voucher to collect the tickets at the passenger terminal in coordination with the Passenger Carrier.

Should you provide any personal information to Baolau, we will collect, manage and store the data according to our Privacy Policy and in compliance with the relevant Terms of Use and Privacy Policy of the Passenger Carriers that will process your booking. As a user, you are responsible for the accuracy of the personal information provided at the time of booking and for presenting a valid travel document at the time of checking in or boarding the vessel. When you provide any personal information, you agree that you are not misrepresenting or impersonating another individual without the necessary consent and approval, or giving misleading information about your identity in any way.

Baolau is not responsible for you not receiving the booking confirmation if you provide a wrong email address or a wrong phone number to us, or the email or the sms cannot be delivered due to technical reasons.

In case you grant consent and approval to Baolau for performing a booking on your behalf, you should proceed with the payment in our website and receive an invoice and a confirmation of your booking by email or sms.

Please note that during the payment process we may charge additional fees such as service fees of Baolau (including ticketing fee, referral fee and payment processing fee), and that the total cost of the merchant transaction may differ from the ticket price, calculated from a base fare and included taxes and fees (such as the charges imposed by the Government or the transport authority or the operator of the transport infrastructure in respect of your use of the facility).

We accept multiple “Online Payment" methods. When paying online with credit card or debit card, you provide us with the explicit authority to charge the total cost of the booking to your card, including the ticket price and additional fees detailed in the invoice.

For the purpose of preventing payment card fraud, we reserve the right to contact you and request additional information in order to verify you as the right holder of the credit card or debit card before your booking is confirmed. This verification process protects you against fraud and ensures your security as you use your credit card or debit card on our website.

In case you booked through our website, you may request a change of your booking according to the following terms:

Change itinerary or origin/destination is not permitted.

Change passengers is not permitted. Small typing mistakes in the name of the passengers or the passport number will require a modification of the booking, subject to additional fees.

Change time/date is permitted according to the terms of the Passenger Carrier.

In case you booked through our website, you may request a cancellation of your booking according to the following terms:

Missed check-in or failure to board within the required time will result in no refund. Cancellation after departure is not permitted.

Cancellation before departure is permitted according to the terms of the Passenger Carrier.

In normal circumstances, any partial or total refund after your booking is marked with status Confirmed, Cancelled or Unavailable will be processed in a period no longer than 15 days, after which you will be notified by email, and the amount refunded should be received in 30-45 days afterwards (depending on the card issuer bank).

In case of cancellation due to pandemic-related travel restrictions, any partial or total refund after your booking is marked with status Cancelled will be processed in a period of 90-120 days (depending on the conditions of the Passenger Carrier), after which you will be notified by email, and the amount refunded should be received in 30-45 days afterwards (depending on the card issuer bank).

In case of cancellation of the transport service by decision of the Passenger Carrier, you are entitled to receive the amount corresponding to the ticket price or the amount subject to the Passenger Carrier. Service fees will not be refunded, as the ticketing service provided by Baolau is separated from the transportation service provided by the Passenger Carrier.

5. Protection of Personal Information

Our Privacy Policy explains the terms of how Baolau protects the privacy of personal information.

The use of this website constitutes the agreement to the Privacy Policy.

Your personal information submitted to this website will be used in accordance with our Privacy Policy and as required by law.

For more information, please read our statement, which can be found at https://www.baolau.com/privacy-policy.

6. Rights and Obligations

Baolau is obliged to obtain all the information in this website, including schedule and pricing information, from trusted public domain sources associated to the Passenger Carriers and we are committed to put all our effort to ensure that all the information is complete, precise and updated but since it is supplied by a thirt party ultimately we cannot provide any warranty for its accuracy and reliability.

Baolau is responsible for connecting you with the reservation system of the Passenger Carrier whenever you select an itinerary and you want to make a reservation of any of the transport services included in the itinerary. In case you arrange a booking as a result of your use of this website, Baolau shall support and cooperate with you and the Passenger Carrier to solve any problem occurred during the reservation process.

In case you provide us with any personal information to perform a booking on your behalf, we are obliged to obtain consent and permission from you. Also, we are obliged to collect, manage and store the data according to our Privacy Policy and in compliance with the relevant Terms of Use and Privacy Policy of the Passenger Carriers that will process your booking.

7. No Warranties and Limitation of Liability

The information on this website is provided AS IS without any warranty of any kind, expressed or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement of intellectual property rights.

The text and contents of this website are displayed for informational purposes only, and no warranty is made that the information is error-free, accurate or up-to-date. You understand and you agree that the information of schedules and prices for the transport services is volatile information and it is subject to change any time and without notice, and that the information is supplied by the Passenger Carriers and these third parties are ultimately responsible for any change with no warranty or responsibility of Baolau to control and inform about any of these changes.

Under no circumstances will Baolau be liable for any User Content made available on a third party website, including Facebook or another social media website.

By accessing this website you agree that Baolau and its representatives will not be responsible or liable for any claim, damage, loss or other liability arising from:

(1) The use or misuse of information on this website.

(2) The disruption or termination of the normal operations of this website, or the inability to use this website or any content contained in it.

(3) The access to information or the processing of merchant transactions on external sites linked to this website, including but not limited to:

the inability to process the booking due to technical reasons.

the denial of any particular form of payment by us or the Passenger Carrier during the completion of the booking.

the cancellation of the booking due to expiration of the payment deadline specified by us or the Passenger Carrier.

(4) The accuracy of the schedules and fares of the transport services announced on this website, including but not limited to:

any difference in the price of the ticket during the completion of the booking.

any change or delay in the schedule of departure or arrival after the booking has been confirmed by the Passenger Carrier.

(5) The performance of the transport service provided by the Passenger Carrier, including but not limited to:

any overbooking of passengers or the refusal to check in or board the vessel for any reason included in the conditions of carriage of the Passenger Carrier.

the cancellation, alteration, interruption, rerouting or delay of the transport service by decision of the Passenger Carrier or due to the weather conditions, union strikes, air traffic control delays or an event of force majeure.

the refusal to carry your baggage for any reason included in the conditions of carriage of the Passenger Carrier, or the loss or damage of your baggage.

(6) The use of the transport service by you, including but not limited to:

the impossibility to travel due to lack of visas, permits or travel documents, including refusal to check-in, prohibition to entry the destination or deportation.

the impossibility to travel due to ignoring or not complying with the instructions contained in the tickets or vouchers or emails sent to you after your reservation is confirmed.

the impossibility to connect a transport service due to any delay or cancellation of the precedent transport service. Neither Baolau or the Passenger Carrier are obliged to guarantee the connection when you select a non-direct route. In those cases, we recommend that you consider the transit time and book at your own risk.

You understand and agree that if you encounter any problems with the performance of the transport service you must resolve your dispute with the Passenger Carrier and that your sole remedy in such circumstances, including any compensation or refund, lies with the Passenger Carrier and not with Baolau.

All above exclusions and limitations apply only to the extent permitted by law.

8. Intellectual Property

You may use this website only for personal and non-commercial purposes.

You may not use, copy, modify, reproduce or distribute the content on this website to any third party by any means, or create any other material using the content on this website, without obtaining the prior written consent of Baolau.

All images, trademarks and brands displayed on this website, whether registered or unregistered, are owned by Baolau and may not be used, copied, distributed or modified in any way without prior written permission of Baolau, except the images and trademarks associated to the Passenger Carriers appearing in this website, in which case the copyright and intellectual property of the information belongs to its rightful owners.

We respect the intellectual property rights of others. If you have reasons to believe that your copyright is being infringed by any content on this website, please contact us through the contact form or send a written notification of such infringement to our company address.

9. Links to External Sites

This website contains links to external sites owned by Passenger Carriers and other third parties.

Baolau does not provide any warranty neither does it accept any liability for the materials contained on external sites, nor is it not obligated to maintain or update the links.

Please, use these links at your own risk.

10. Links from External Sites

Hyperlinks (or links) to this website are permitted to third party external sites. However, external sites are not allowed to embed any frame with the exception of our "Widget" located under https://www.baolau.com/widget or reproduce any partial or whole material from this website or use any technique that modifies the visual appearance of this website without written permission of Baolau.

11. Termination

Baolau reserves the right to terminate access to this website for any reason and without prior notice, without incurring any liability to you whatsoever.

12. Complaint

As a user, you have the right to complain about the quality of the online service provided by Baolau.

If you have reasons to complain about the service or content provided in this website, please contact us through the contact form or send a written complaint to our company address.

After we receive the complaint, Baolau will conduct a verification and answer you or request further information in order to solve your complaint within 30 days.

13. Jurisdiction

The governing law to these Terms and Conditions in Vietnam shall be the law of Vietnam. Any dispute with BAOLAU CO. LTD. (CÔNG TY TNHH BAOLAU) shall be subject to the exclusive jurisdiction of the competent courts of the Socialist Republic of Vietnam.

The governing law to these Terms and Conditions in the rest of countries shall be the law of Singapore. Any dispute with BAOLAU PTE. LTD. shall be subject to the exclusive jurisdiction of the competent courts of the Republic of Singapore.

Privacy Policy

The Privacy Policy explains how we protect the privacy of personal information. This policy governs your access to this website and applies to any personal information we obtain when you use this website.

As a user, you have the right to know our practices regarding information privacy and understand how we process any personal data that we collect from you or you provide to us.

1. Consent

The use of this website constitutes the agreement to the Privacy Policy.

By using Baolau, you consent:

that we collect and use your IP Information (as defined below).

that we collect and use your Personal Information (as defined below).

the use of Cookies (in accordance with the terms explained below).

If you do not accept or understand our Privacy Policy, please do not continue using this website.

2. What information do we collect?

When you visit our website, we may collect and process certain information from you. Below we explain what kind of information we obtain and how we use it.

We may collect and process the following "IP Information" from you.

Since you are accessing Baolau from an electronic device, we may collect certain data related to the network access, such as IP address, type of browser and operating system, referring URL and the pages you visited within our web domain.

The IP Information is not collected to identify any individual in particular. We use such data only for the purposes of server system administration, analysis of statistics and trends, and to ensure that the content of this website is presented in the most effective format on your electronic device, whether it is a computer or a mobile phone.

We may also obtain data regarding the geographical location from where you access Baolau, such as country and region. We use this data only for statistical purposes and to ensure that the content of this website is presented in the proper language.

We may collect and process the following "Personal Information" about you.

If you use our booking form, we may collect:

your full name

the full name of the passengers

the passport number of the passengers

the date of birth of child / infant passengers

your email address

your phone number

Having obtained your consent and approval, we use this information to perform a booking on your behalf by forwarding the data to the Passenger Carrier that will process your booking and send you the confirmation of your booking by email or sms. Baolau is obliged to collect, manage and store the data in compliance with the relevant Terms of Use and Privacy Policy of the Passenger Carriers that process your booking.

We may also store your personal information in our database as long as we consider necessary to conduct marketing activities and provide you with information of products, services, deals and promotions that you request from us or which we feel may be of interest for you. In accordance with the terms explained below, you have the right to ask us not to use your personal data for marketing purposes and unsubscribe from our mailing list at any time.

If you use our contact form, we may collect:

your full name

your email address

We use this data only to keep record of the correspondence between you and Baolau. Your query or comment will be forwarded to our customer service team and the reply will be sent to your email address.

We use cookies to improve our service depending on your browsing habits and to adapt the contents of this website according to your preferences.

A cookie is a piece of information sent by our server and stored by your web browser. Each time you visit Baolau, the information is then sent back to our server. This enables our server to identify your access and set up your preferences, but in no way the cookie is linked to any personal information about you.

Session cookies will be deleted from your electronic device when you close your web browser. Persistent cookies will remain stored until they are manually deleted, or until they reach a specified expiry date.

We also use Google Analytics to analyze your use of our website. Google Analytics generates statistical information about website use by means of cookies, which are stored on your device. The information generated is anonymous and is used to create reports about the access and use of a website. Google stores this information and makes use of it according to its Privacy Policy, which is available at http://www.google.com/privacypolicy.html.

The continued use of this website constitutes your acceptance of our cookies policy.

If you do not wish to accept our cookies, you can configure your web browser to reject them. However, please note that disabling cookies may prevent you from accessing some features of this website. We therefore recommend that you allow the use of cookies.

If you ask for a fare alert on a departure that is not on sale yet, on our website or through an AI assistant, we store your email address with the departure, the fare, the number of passengers and the language you chose. We use them only to send you one email when that fare goes on sale. The alert ends with that email or on the travel date, and we keep a record of it. To cancel an alert or have it deleted, write to [email protected].

When you use Baolau through an AI assistant, such as Claude or ChatGPT, the assistant decides what it sends us. We read only what is needed to answer: the towns, the date, the number of passengers and the departure or fare you picked, and your email address if you ask for a fare alert. We do not ask for, read or store your name or your conversation.

These requests reach us from the servers of the assistant's provider, not from your device. We keep a technical log of them (the address of that server, the time and the kind of request) for a limited time, normally 30 days, to operate and protect the service. We also count the search itself (the towns, the date and the name of the assistant) in our statistics, with nothing that identifies you.

The link the assistant gives you carries the name of the assistant, so that we know how the booking reached us. From the moment you open that link, this Privacy Policy applies as for any other visit to Baolau.

3. Disclosure of information to third parties

We take your privacy very seriously and we make reasonable efforts to protect the information that we obtain from you and to ensure that it remains confidential and is not shared to third parties unless we obtained your consent and approval to use this information to perform a booking on your behalf with any Passenger Carrier or we are required to do so by law. However, we cannot provide any warranty against unauthorised access to this website and we will not be liable for the disclosure of any information by any means as a result of this action.

This website contains links and connects with external sites owned by third parties, such as Passenger Carriers. We recommend that you read the Terms of Use and Privacy Policy of these sites when you are redirected to them before you provide further information or make any payment, or you receive a confirmation of your booking.

Please be aware that we are not responsible for the privacy practices of sites owned by third parties and we do not accept any liability for the use or misuse of personal information or payment information, including credit or debit card details, collected from you or provided by you in any external site.

4. User rights to access the information

As a user, you have the right to access any personal information which you have submitted through the booking form or the contact form and it is stored by us, and request that we update or remove your information from our database.

You also have the right to ask us not to process your personal data for marketing purposes. In case we send you information of products, services, deals and promotions that you did not requested from us but we feel may be of interest for you, we will allow you to unsubscribe from our mailing list at any time by clicking the unsubscribe link contained in every mail we send.

You can exercise your rights at any time by contacting us through the contact form or sending a written request to our company address.

5. Modification of this Privacy Policy

Baolau reserves the right to modify, add or remove parts of the Privacy Policy any time as our business requirements or the law changes and without prior notice.

Any changes to this Privacy Policy will be updated on this website. Please check the latest content concerning this.

6. Resolving your concerns

If you wish to gain access to your personal information, have a complaint about a breach of your privacy or have any question about our Privacy Policy, please contact us. We will try to resolve your query as soon as possible.