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, transfers to any other destination, 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.
The transport partner will be in touch on WhatsApp or Zalo to arrange the deposit, and a booking is confirmed once they tell us it is settled; the vehicle and chauffeur are confirmed to you separately once 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, and includes the base fare for the class you select. Prices are quoted in Vietnamese đồng, and that is the amount the transport partner reconciles. Amounts can be paid in Vietnamese đồng or US dollars. Where a price appears in US dollars it is a conversion of the đồng price at a rate we set, rounded to the dollar; ask the transport partner for the exact đồng figure if you need it.
All payment is collected directly by the transport partner — Velour never takes payment and holds no money. A deposit of about half the price holds your car; the partner arranges it with you directly, on WhatsApp or Zalo. The balance is paid to the chauffeur or the transport partner on the day of travel.
- The fare includes your chauffeur, fuel, VAT, and the road tolls along your route — on a transfer and on an airport transfer alike.
- Parking and any substantial wait or detour are settled directly with your chauffeur on the day, as are tolls on a by-the-hour hire — the one journey we price by the clock rather than by the road.
- 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, and there is no cut-off: ask us to cancel at any time and we release the booking with the transport partner. Because the transport partner collects and holds all payment, any deposit already arranged with them is settled under their terms, not ours. If the car arrives and is not used, the transport partner charges for the journey.
Velour holds no funds and returns none. We can tell the transport partner that your journey is cancelled, and we will; what happens to money already paid to them is between you and them.
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.
velourchauffeur.business@gmail.com→