Service Termination and Refunds
Last updated: 25 September 2026
This policy covers the termination of accommodation booked through thienyhue.com and book.thienyhue.com and the refunds that follow. It sits alongside our Cancellation, Changes & Refunds policy.
1. Cases of termination and how they are settled
| Case | How it is settled |
|---|---|
| You cancel before arrival | Refund by tier: more than 30 days — full refund; 14–30 days — 50% of the stay's total value retained; less than 14 days — 100% retained. Anything paid above the retained amount is refunded. |
| No-show (no notice by 23:59 on arrival day) | 100% of the stay's total value retained; remaining nights are released. |
| You shorten your stay after check-in for your own reasons | Nights and services used are payable; unused nights are not refunded. |
| Force majeure affecting you (government travel restrictions, natural disaster, documented medical emergency or bereavement, all flights cancelled…) | Your choice: move to new dates within 12 months at no penalty; full credit valid 18 months; or a full refund of everything paid. |
| Thiên Ý cancels (damage to the premises, force majeure affecting us, operational emergency) | Full refund of everything paid plus a credit worth one night for a future stay; or a move to an equivalent property in Huế at our expense, where available. |
| Thiên Ý ends the stay for a serious breach of house rules, payment fraud or unlawful conduct | The guest must leave; nights and services used and any damage costs are payable; remaining nights are not refunded. The authorities may be informed where necessary. |
2. When the contract ends if you terminate, and how service fees are settled
- The contract ends when Thiên Ý receives your written cancellation notice (email, the cancellation link in your confirmation email, or a message), in Huế time (GMT+7). The amount retained is determined by this time.
- Notice by phone is logged immediately and we email you confirming it; the time of the call counts as the time notice was received.
- Service fees when you terminate: the amount retained under the table in section 1 is deducted from what you have paid; the balance is refunded under section 4.
3. Process and response times when you send a termination notice
- Send your cancellation through: the cancellation link in your confirmation email; email contact@thienyhue.com (with your booking reference); or phone/WhatsApp +84 335 679 599, Zalo +84 984 074 868.
- We acknowledge receipt within 24 hours.
- We email you a cancellation confirmation stating the termination time, the amount retained and the amount to be refunded.
- Refunds are processed within 5 business days of confirming the cancellation (domestic bank transfers: within 14 business days of the request).
- If you disagree with the amount retained, please contact us under Feedback & Complaints; we respond within 5 business days.
4. How refunds are made
- Card: refunded to the same card; funds arrive within 5–10 business days depending on your bank.
- Bank transfer: refunded to the same Vietnamese bank account the payment came from.
- Cash at the property: refunded in cash or by transfer to an account in the payer's name.
- No refunds to third-party accounts; you pay no refund fee to Thiên Ý. Details in section 2 of our Payment Policy.