These are the booking terms and policies of LOR Trading and Investment Co., Ltd., operator of Thiên Ý. They apply to stays booked through Hue Within.
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.