Payment Policy

This policy applies to all bookings made through thienyhue.com and book.thienyhue.com and all payments made at our premises.

1. Payment methods

A booking is confirmed once we have received the deposit and you have received a confirmation email with your booking reference (e.g. TY-2026-NNNN). The minimum deposit depends on how far ahead you book, following the tiers in our Cancellation, Changes & Refunds policy; you may also pay in full straight away. Choose one of these methods:

1.1 International card online (Visa, Mastercard and other cards accepted by Stripe)

• Best for: guests with an international credit or debit card, especially guests from abroad.
• How it works: enter your card details on Stripe's secure payment page when booking. The deposit is charged immediately (it is not a pre-authorisation hold).
• Processor: payments are processed through Stripe; Sen Hong Invest Limited (Hong Kong) collects card payments on our behalf as our payment services partner. Sen Hong Invest Limited is not a party to your booking contract.
• Currency charged: card payments may be charged in VND or in Hong Kong dollars (HKD) converted from the VND amount at the daily exchange rate. The amount and currency to be charged are shown on the payment page before you confirm. Your card issuer may charge a currency conversion fee.
• Staged payments: by completing a booking, you authorise us to store your payment method securely with Stripe. As arrival approaches and your booking moves into a stricter cancellation tier, we automatically charge the difference for that tier, always notifying you by email before any charge. If an automatic charge fails, we send you a secure payment link.

1.2 VietQR bank transfer (domestic guests)

• Best for: guests with a bank account in Vietnam.
• How it works: scan the VietQR code on the payment page with your banking app; the amount and transfer message (your booking reference) are pre-filled. Please keep the transfer message unchanged so the payment is confirmed automatically.
• Deadline: the deposit must be received within 24 hours, otherwise the booking is cancelled automatically.
• Any further payment (when the booking moves to a stricter tier) is collected by a further transfer, notified in advance.

1.3 Payment at the property (remaining balance and extras)

• The remaining balance of the stay and any extra services are paid on arrival or at check-out.
• Accepted: cash (VND), domestic cards (NAPAS), international cards (Visa, Mastercard, JCB), VietQR transfer.
• An electronic VAT invoice is issued at check-out.

1.4 Payment security

Card data is processed by Stripe to PCI DSS standards; Thiên Ý does not store full card numbers. We will never ask you to send a card number, CVV or OTP code by email, phone or message.

2. How refunds are made on cancellation or termination

• Paid by card: refunded to the same card. We process refunds within 5 business days of confirming the cancellation; funds usually reach your card within 5–10 business days depending on your bank. Payments charged in HKD are refunded in HKD for the same amount charged.
• Paid by bank transfer: refunded by transfer to the same Vietnamese bank account the payment came from, within 14 business days of the cancellation request.
• Paid in cash at the property: refunded in cash at the property or by transfer to an account in the payer's name.
• We do not refund to third-party accounts. You pay no refund fee to Thiên Ý.
• Refund amounts and cases: see Cancellation, Changes & Refunds and Service Termination and Refunds.

3. Points, cashback and redeemable rewards

Thiên Ý does not currently offer any points, cashback or redeemable rewards programme. If one is introduced, how points are earned and used, their scope, conditions, conversion rates and limits will be published here before it applies; points will not be exchangeable for cash.