These terms govern your use of the Velour website and any journey you book through it. Please read them before making a booking — by placing a booking you agree to them.
Who we are
Velour is a booking and reservations service operated in Vietnam. We arrange premium chauffeur journeys under the Velour name.
The chauffeur service itself — the vehicles and the chauffeurs — is provided by CARVIP Vietnam, our transport partner. Velour coordinates each journey and sets its own retail price, but does not own vehicles, employ chauffeurs, or hold your payment.
The journeys we arrange
We offer four kinds of journey: airport transfers, travel by the hour, intercity routes, and bespoke journeys arranged on request.
When you book, we pass the details of your journey to the transport partner, who assigns a vehicle and a chauffeur. The service delivered to you is provided by the transport partner under their own care and standards.
Making a booking
You can book as a guest or with a Velour account. When a booking is placed we issue a reference code — for example VLR-7Q2K — that identifies your journey in every message we send.
A booking is confirmed once the deposit has been received and a vehicle and chauffeur have been assigned. For bespoke or off-list journeys we send a price for your approval before any payment is due.
Prices and payment
The price shown on Velour is our retail price for the journey. It is quoted in the currency of your chosen language and includes the base fare for the class you select.
All payment is collected directly by the transport partner — Velour never charges your card or holds your money. A deposit of 50% of the price confirms your booking; the balance is paid to the chauffeur or the transport partner on the day of travel.
- The fare excludes VAT of 8–10%, which applies to the balance where it is charged.
- Tolls, parking, airport fees, driver overnight on multi-day trips, and waiting time beyond the included allowance may be added to the balance.
- Prices may change until a booking is confirmed.
Changes, cancellations and no-shows
To change or cancel a booking, contact us with your reference code as early as you can and we will coordinate with the transport partner.
Plans can change: cancel more than three days before pickup and half the deposit is retained; within three days to one day, the full deposit is retained; a no-show — or a car that arrives and is not used — is charged the full day's fare.
The transport partner collects and holds all payment, so any retained amount is applied by the partner under this schedule. Velour holds no funds and issues no refunds directly.
Your responsibilities
When you book, you agree to:
- give accurate contact and journey details, including flight numbers where relevant;
- be ready at the agreed pickup time and place;
- keep passengers and luggage within the capacity of the class you booked;
- treat the vehicle and chauffeur with respect.
Liability
The transport is provided by the transport partner, who is responsible for the safe carriage of you and your belongings. Velour's role is to arrange and coordinate the journey.
We take care to keep prices, availability and journey details accurate, but we cannot guarantee against delays or events outside our control, such as traffic, weather or flight changes. To the extent permitted by law, Velour is not liable for indirect or consequential loss arising from a journey.
Privacy
How we handle your information is described in our privacy policy. By making a booking you also accept that policy.
Changes to these terms
We may update these terms from time to time. The version published on this page at the time of your booking is the one that applies.
Questions
If anything here is unclear, we are glad to help.
concierge@velour.vn→