Terms and Conditions

This website is owned and managed by Tailormade Journeys Limited, located at 25 Grangewood, Slough SL3 6LP, United Kingdom. We operate solely as agents for selling SJourney, which is owned and operated by SJourney Vietnam.

Tailormade Journeys Limited does not own or operate the SJOURNEY train. The responsibility for operating and running the train lies entirely with SJourney Vietnam.

We make no claims to the trademark or logo of SJOURNEY, as they remain the exclusive property of SJourney Vietnam. Tailormade Journeys Limited acts only in an agent capacity.

DISCLAIMER

This page outlines the terms and conditions under which Tailormade Journeys Limited provides information on this website, as well as the rules governing your use of it.

By using this site, you agree to adhere to the terms and conditions specified here. If you do not accept these terms, please refrain from accessing or using the site.

Your Financial Protection

The provided content uses a formal, legalistic tone with detailed, specific information. It’s designed to be precise and comprehensive but can feel complex and impersonal, especially for readers seeking simple explanations. The style is structured and fact-driven but might overwhelm readers who aren’t familiar with legal or travel-related terms.

When you book an ATOL-protected flight or holiday with us, you’ll receive an ATOL Certificate. This document explains what’s financially protected, where to find more information, and who to contact if something goes wrong.

We, or the suppliers named on your ATOL Certificate, will provide the services listed on it (or a suitable alternative). If we or the suppliers can’t fulfill this because of insolvency, another ATOL holder might step in to provide the services or an alternative at no extra cost to you. In such cases, you’ll need to work with the new ATOL holder and pay any remaining balance for your booking. If no alternative ATOL holder can be arranged, you may be able to make a claim under the ATOL scheme or, where applicable, through your credit card provider.

If insolvency prevents us or the suppliers from delivering the services, the Trustees of the Air Travel Trust might offer you a payment or benefit under the ATOL scheme. In return, you agree to assign any related claims (like against us, the travel agent, or your credit card provider) to the Trustees. They might transfer these claims to another body if needed.

By using our website, you agree to the terms and conditions outlined here. If you book a holiday package with us, your booking will also follow our holiday booking terms and conditions.

This version is simpler and easier to read while maintaining the key details and formal agreements.

Terms of booking for SJOURNEY

Our website provides the most accurate description of available services as of today. However, we reserve the right to update, change, or modify tour packages and itineraries, including cancellations or substitutions of guest speakers and signature departures.

These changes might be necessary due to factors beyond our control, such as force majeure events, strikes, fairs, festivals, sporting events, weather conditions, disruptions to rail services, floods, earthquakes, traffic issues, overbooking of hotels or flights, flight or rail cancellations or rerouting, restricted access to sightseeing locations, or venue unavailability.

If we become aware of these changes in advance, we will notify you promptly. Otherwise, any updates will be shared by the Train Manager during your tour. Please note that neither we nor SJourney can be held responsible for any losses, costs, damages, or other expenses arising from these changes.

This version keeps the content easy to read and relatable while ensuring the key details are conveyed clearly.

Itinerary changes

For some departures, the itinerary may run in reverse order, and there could be slight changes to the activities or the sequence of destinations. SJourney Vietnam reserves the full right to modify, adjust, alter, or cancel any specific itinerary, departure, or excursion.

Please note that we act solely as a tour operator or travel agent, facilitating arrangements between you and SJourney Vietnam.

Booking

By booking the tour, you confirm that you have read and understood the tour itinerary and the terms and conditions. These terms and conditions are available on our website for your reference.

Payment Terms

At the time of booking, a payment of 20% of the published price, along with applicable taxes, is required. You will also need to provide the names and scanned copies of passports for all travelers.

The remaining balance must be paid 90 days before the departure date.

For bookings made within 90 days of the departure date, full payment is required at the time of booking.

If the payment is not completed within the specified timeframe, we reserve the right to cancel your booking.

For special offers or promotions, a higher deposit or full payment may be required. We will notify you of these terms at the time of your booking request. Specific details for promotions are outlined in the respective promotional materials.

Cancellation By You

If you need to cancel your booking, please notify us via email. The following cancellation charges will apply, based on the number of days before departure (excluding the departure date):

• 90 days or more before departure: 30% of the deposit is non-refundable.
• 89 to 75 days before departure: 50% of the booking amount is non-refundable.
• 74 to 1 day before departure: 100% of the booking amount is non-refundable.

GENERAL TERMS & CONDITIONS

1. Confirmation Bookings

To make a booking, please contact us at booking@sjourneytrain.com or call:

• UK: +44 (0)1753 577330 or +44 (0)1753 201201
• USA & Canada (Toll-Free): 1-855-9-526526
• Australia: +61 2 8607 8986

We can provisionally reserve your chosen date upon written request via email, subject to availability. The space will be held; however, if another client requests the same cabin, the holding agent/guest will need to confirm the booking with a deposit or release the cabin.

Once we receive your written confirmation via email along with a completed Reservation Form, we will send the confirmation details and a proforma invoice.

Your booking will be confirmed upon receipt of the required payment, and you will receive a confirmation invoice. By confirming your reservation, you agree to our Terms & Conditions, which will apply to your booking.

2. Pre-departure

2.1. Tour Changes

Our tours are planned months in advance, but occasionally, changes may be necessary (e.g., cancellation or substitution of guest speakers). We reserve the right to make these changes at any time. Most changes are minor, such as adjustments to carriage services on a regular train. If such changes occur, we will inform you or your travel agent as soon as possible.

2.2. Insignificant Changes

If a minor change is made to your holiday, we will notify you or your travel agent as soon as reasonably possible, provided there is time before your departure. However, we are not liable for insignificant changes. Examples of minor changes include:

• Alterations to flight times by less than 12 hours.
• Changes to aircraft type.
• Substitution of accommodation with another of the same or higher standard.
• Changes to carriers (such as airlines) listed in the brochure.

2.3. Airline Changes

Sometimes, due to airline schedules or operational reasons, we may need to change the airline, airport, or aircraft after your tour is booked. If the airline is changed after your tickets are issued, we will notify you promptly, or you’ll be informed at check-in or boarding. Such changes are considered insignificant, and the terms of clause 2.1 will apply.

2.4. Significant Changes

If a significant change occurs, we will notify you as soon as possible and, if there is enough time before departure, you can choose one of the following options:

1. Accept the new arrangements.
2. Receive a full refund of all payments made.
3. Choose an alternative holiday, if available. If the alternative holiday costs less, we will refund the price difference.

3. Post-departure

3.1 Rail Tours and Specific Features

For rail tours featuring specific locomotives, carriages, or routes, we will make every effort to deliver the advertised experience. However, due to circumstances beyond our control, these specific features may not always be available. In such cases, we will do our best to provide suitable alternatives for transportation, accommodation, or routing. If no suitable alternatives can be arranged, or if you reasonably refuse them, we will arrange to transport you back to your tour’s departure point or the starting point of our contracted services as soon as possible.

3.2 Substitutions for Events Beyond Our Control

We and our agents reserve the right to make substitutions or adjustments to aspects of the tour due to reasons beyond our control. These include but are not limited to war, terrorism (threatened or actual), riots, civil unrest, airport closures, industrial action (threatened or actual), political instability, natural or nuclear disasters, fires, severe weather, or changes/cancellations of transport services (air, river, sea, or rail).

3.3 Cabin Upgrades

At our sole discretion and as part of our load management procedures, we may provide complimentary cabin upgrades to selected passengers. These upgrades are not guaranteed, cannot be requested, and may only be confirmed on the first day of the tour.

3.4 Guest Speaker Programs

We and our agents reserve the right to cancel or amend guest speaker programs without prior notice. This will always be considered a minor change, and no refunds or cancellations will be permitted on this basis. If you choose to cancel your tour due to such changes, standard cancellation charges will apply.

3.5 Alternative Arrangements for Significant Issues Post-Departure

If a significant portion of your booked arrangements becomes unavailable after your departure, we will, if possible, provide alternative arrangements at no extra cost. If these alternatives are of a lower standard, we will offer an appropriate price reduction.

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4. Scheduling, Route & Excursion

Sjourney relies entirely on the traction and railway services provided by Vietnam’s national railway. Unfortunately, when these services face issues—whether it’s due to locomotive problems, signal failures, damage to overhead power cables, vandalism, power outages, or railway track issues—delays can happen. Since these factors are beyond our control, we’re unable to take responsibility for any resulting delays or changes to your tour arrangements.

In such situations, Sjourney reserves the right to adjust or cancel routes, excursions, or tour dates. If this happens, we’ll do our best to offer alternative options. However, we can’t guarantee exact departure or arrival times for excursions or trains. While we strive to include all planned off-train experiences, our main priority is to ensure guests are transported from departure to arrival points on schedule.

To avoid stress from potential delays, we recommend not booking same-day flights on departure or arrival days. Giving yourself a little extra buffer can help make your travel experience smoother.

5. Airfare & Transfer Conditions

Our train holiday packages don’t include airfares unless specifically stated. Airfares are subject to availability, and airline terms and conditions apply. While our consultants are happy to help you book flights or other services when possible, these arrangements are separate from your holiday package contract with us. You’re also welcome to book your flights through any travel agent.

Please note that we are not responsible for any flight bookings, changes, or cancellations made by the airline or their consequences. For full details and conditions regarding your flight booking, feel free to reach out to our reservations consultant or your travel agent.

It’s important to share your flight details with us on time (see the detailed Passenger Information section below). If you miss a flight or a pre-booked transfer, you’ll need to make your own arrangements to reach the tour departure point at your own expense.

Unless stated otherwise in your itinerary, airport transfers may be group transfers scheduled around multiple flight arrivals and departures. If you prefer a private transfer, we can help arrange one at an additional cost through the service provider. Keep in mind that private transfers are not available in all locations, so be sure to ask us for details.

6. Complaints

If you encounter any issues during your trip, please let the train management know right away—they’ll do their best to resolve the problem on the spot. For any loss or damage to your luggage, notify us as soon as possible so we can assist you.

If your concern isn’t resolved during your trip and you’d like to follow up, please send a formal written complaint to Sjourney’s head office within 28 days of the end of your trip. Be sure to include your booking reference and any other relevant details. Acting quickly helps us investigate the matter thoroughly and ensures your rights are protected under these conditions.

7. Force Majeure

Unless otherwise stated in these terms, we cannot be held responsible or pay compensation if our ability to meet contractual obligations is affected by events beyond our or our suppliers’ control. These events, often referred to as “Force Majeure,” include but are not limited to war, terrorism, civil unrest, fires, floods, extreme weather, riots, labor disputes, government actions, industrial disputes, natural or nuclear disasters, epidemics, pandemics, or other unforeseen circumstances like power outages, adverse travel conditions, or delays caused by subcontractors.

If a Force Majeure event occurs that makes it impossible to fulfill your booking at the time of travel—or within a reasonable period leading up to it—the booking contract can be terminated by either party. Such events must be supported by official announcements from national or international authorities (e.g., travel warnings, risk declarations, or states of emergency).

In such cases, Sjourney will issue a future travel credit equal to the amount you’ve paid, minus any non-refundable third-party costs. Please note, cash refunds are not available.

For travel agents or resellers booking on behalf of a guest: If cancellation charges owed to us have not been settled at the time of contract termination due to Force Majeure, future credits will not be provided until outstanding charges are balanced.

8. Loss or Damage of Property

For your peace of mind, Sjourney provides in-room safety boxes aboard the train and encourages passengers to store valuables such as jewelry, money, or important documents in them. Please note that Sjourney is not responsible for any loss or damage to valuables unless they are stored in the in-room safety box.

If you have items valued over $500, they must be handed over to the train management for safekeeping. A receipt will be provided for these items, and we must agree in writing to accept responsibility for their higher value.

In the event of a reimbursable claim:

Lost items will be compensated based on their actual cash value (replacement cost minus depreciation).

Damaged items will be compensated based on either the repair cost or actual cash value, whichever is lower.

No claims will be settled without proof of the item’s value or repair cost, which must be submitted to Sjourney in writing. Additionally, our liability must be clearly established before any payment is made.

Please keep in mind that Sjourney is not liable for:

Loss or damage to baggage or personal effects.

Belongings left unattended in public areas, whether on the train or elsewhere.

Losses caused by ordinary wear and tear, travel-related risks, or acts of nature.

We recommend keeping a close eye on your belongings and taking advantage of the safekeeping options provided onboard.

9. Travel Documents / Booking Confirmation

Before starting your journey or boarding a train, please ensure you have all the required travel documents, including a valid booking confirmation. These must be issued by Sjourney or an authorized third party that booked your trip with us. Travel documents are valid only for the specific dates, routes, and details shown on them and are not transferable (unless explicitly permitted by agreement with a third party).

Please note:

Travel documents with unauthorized changes are not valid for travel.

These documents remain the property of the carrier, and failure to comply with any terms (including these conditions) may result in their withdrawal or invalidation, requiring you to pay the full fare.

Lost or damaged travel documents may be replaced for an administration fee.

Before your journey begins, double-check that you have received the latest and most accurate travel documents from us or the third party you booked with. These include your booking confirmation, updated itineraries, embarkation details, and a list of inclusions and exclusions. You can find the most up-to-date information on Sjourney’s website.

10. Stopovers & Carriage Interruption

If you take an unapproved break during your journey, you will not be eligible for onward travel, a refund, or any other form of compensation.

11. Medical Condition & Disability

If you or anyone in your group has a medical condition or disability that could affect your trip, please share all relevant details with us before your booking is confirmed. This helps us assess whether the arrangements you’ve chosen are suitable. If we find that we cannot reasonably accommodate the needs of the person(s) involved, we will not confirm the booking. If such details come to light after booking and affect the trip, we may have to cancel the booking and apply cancellation charges.

If you’ve recently had an illness, surgery, injury, or medical treatment—or if you have a medical condition that may require assistance during your journey (e.g., using a wheelchair, requiring additional oxygen, help with mobility, or medication that needs special administration)—you must provide an up-to-date certificate from your doctor. This certificate, confirming your fitness to travel, must be submitted no later than 5 days before departure.

Additionally, if you need assistance during the journey, you must travel with a companion who can provide the support you require. Please note that if you do not provide the necessary medical certificate or travel without an escort where needed, we may have to deny boarding. In such cases, no refund or compensation will be issued.

We encourage you to reach out to us with any concerns—we’re here to help make your trip as comfortable and safe as possible.

12. Medical Treatment

Sjourney does not employ doctors or nurses on board the train. If a passenger requires medical attention during the journey, arrangements will be made for medical care at local facilities. Passengers are responsible for all costs associated with medical services, treatments, and medications. Sjourney is not liable for these costs or for the quality of care provided by the medical professionals or facilities.

In situations where a passenger is unable to request or authorize medical treatment and the Train Manager determines that medical attention is necessary, Sjourney may arrange for treatment by local medical professionals. This will be done solely at the passenger’s expense and without any liability to Sjourney.

We recommend travelers ensure they have adequate travel insurance to cover any unforeseen medical expenses during their trip.

13. Disabilities or Pregnancy

Sjourney welcomes all travelers and ensures an inclusive environment. However, the train cannot accommodate women beyond their sixth month of pregnancy. Passengers with mobility challenges must travel with a companion who can provide necessary assistance both on and off the train. If any such condition arises after booking, passengers must inform Sjourney in writing as soon as possible. Please note, the train is not equipped with facilities for individuals with disabilities. Sjourney and its staff are not liable for any conditions or medical needs during the trip.

14. Travel Insurance

Passengers are required to have comprehensive insurance that covers medical expenses, repatriation (including in the event of death), and any related risks. Sjourney does not assume responsibility for such liabilities. It is highly recommended that passengers also secure travel insurance to protect against unexpected cancellation costs or other unforeseen events.

15. Passport & Visa

It is your responsibility to ensure that your passport, visa, health requirements (including vaccinations, vaccination certificates, and anti-malarial medication), and immigration documents meet the needs of your travel itinerary. Please check the latest requirements based on your specific situation with the appropriate embassies, consulates, or your doctor well in advance of your departure.

Keep in mind that these requirements can change, and failure to meet them could prevent you from traveling or result in additional expenses. We are not liable for any losses or issues caused by non-compliance with these requirements. You also agree to reimburse us for any fines or losses we may incur due to your failure to meet these obligations.

 Passenger Information and Data Protection

To process your booking, we require certain personal information. This information may be shared with service providers, customs and immigration authorities, and, in some cases, security or credit-checking organizations. Please note that some recipients of this information may be in countries with data protection laws different from those in your country of residence. By confirming your booking, you consent to the use and disclosure of your personal information as described.

Sjourney requires personal details for at least the lead traveler at the time of booking confirmation. Travel agents must submit this information on behalf of their clients. If this information is not provided, Sjourney reserves the right to cancel the booking without obligation.

Full details of all travelers must be submitted no later than 14 days before the trip’s start or arrival date. Additionally, we may inspect your passport, visa, and travel documents to ensure compliance with entry and transit requirements. If these requirements are not met or documents are not submitted on time, Sjourney may apply a service charge, deny boarding, or cancel the booking with full cancellation charges, without any further liability.

16. Animals

Animals and livestock are strictly prohibited on board and will not be transported on any Sjourney train.

17. Jurisdiction and applicable law

These booking conditions and any related agreements are governed entirely by English law. Any disputes, claims, or issues arising from your booking or contract will be resolved exclusively in the courts of England and Wales. However, if you reside in Scotland or Northern Ireland, you may opt to have the matter resolved under the law and jurisdiction of your place of residence.

LIMITATION OF LIABILITY

If you experience any loss due to an act or omission on our part, our liability is limited to the amount you have paid to us. We are not responsible for any consequential losses or additional expenses of any kind.

We are also not liable for losses or damages caused by flight cancellations or actions/omissions of any other person or entity.

PROFESSIONAL ADVICE

The information available on this site is provided with the understanding that Tailormade Journeys Limited does not offer professional advice of any kind.

WARRANTIES

Tailormade Journeys Limited expressly disclaims all warranties related to this site or its use, whether express, implied, or otherwise, including but not limited to warranties of merchantability and fitness for a particular purpose. The company is not liable for any damages arising from the use or misuse of this site or the information provided.

This disclaimer, along with the limitation of liability and exclusions, applies regardless of whether the damages result from (a) a breach of warranty, (b) negligence, (c) a breach of contract, or (d) any other cause of action, except where such limitations are invalid under applicable law.

COMMENTS AND SUGGESTIONS

If you have any questions or suggestions, feel free to email us at great-vacation@btconnect.com. We’ll be happy to assist you!

PRIVACY POLICY

We are committed to protecting your personal information and respecting your privacy. Any details you provide during the booking process, such as your name, address (postal and email), phone number, travel details, or passport number, will only be shared if required by law. We take reasonable steps to ensure the security of the information you share with us.

However, please be aware that if personal information is shared through electronic communication (such as email), we cannot guarantee the security of that communication method and are not responsible for the safety of the information shared through it.

LINKS

Our website may include links to other websites. By clicking on these links, you will leave our site and be directed to a third-party website. We are not responsible or liable for the content, functionality, or practices of these external websites, except for those owned and operated by us.

COPYRIGHT INFORMATION AND OWNERSHIP

All materials on this site, including but not limited to audio, images, software, text, and icons (the “Content”), are owned by Tailormade Journeys Limited and are protected by international copyright laws. Use of the Content is restricted as outlined here. By using this site, you agree to comply with all usage limitations provided.

Proprietary logos, service marks, and trademarks displayed on this site remain the property of Tailormade Journeys Limited. Displaying them does not grant you any rights or licenses to use them. Unauthorized use of the Content may violate copyright, trademark, privacy, and publicity laws, as well as other legal provisions.

You may download copies of the Content solely for personal use at home. When downloading, you must retain all copyright, trademark, and other notices included with the Content.

Any disputes arising from the use of this site or services provided by Tailormade Journeys Limited will be subject exclusively to the jurisdiction of the courts in the United Kingdom.