Terms of Service

1.About us

Sky Excellent provides airport fast track assistance, airport transfers, baggage assistance, and passport, visa and residence card services in Vietnam.

2.What the service is — and what it is not

• •We are a facilitation service, not a government authority.
• •We guide you to the priority lane and accompany you through airport formalities.
• •The decision to grant entry or exit rests solely with the Vietnamese immigration authorities. We cannot influence or guarantee that outcome.
• •Actual waiting time depends on flight volume, counters open and airport conditions at the time. Typically 20–25 minutes; at peak times it may reach 40 minutes. Baggage delivery time depends on your ticket class and the airline’s carousel speed, which is outside our control.

3.Booking and confirmation

• •A booking is valid only once we send a written confirmation by email or WhatsApp/Zalo.
• •Minimum notice: 24 hours before your flight (recommended). For urgent requests, contact us directly and we will confirm availability.
• •You are responsible for the accuracy of: name exactly as on your passport, nationality, flight number, date, time and terminal. Incorrect details may make the service impossible to deliver, with no refund.
• •Please notify us immediately if your flight is rescheduled, renumbered or cancelled.

4.Prices and payment

• •Prices are quoted per passenger, by airport and package.
• •USD is the base currency; VND amounts are indicative and may vary with the exchange rate.
• •Night surcharge: +USD 5 per passenger for pickups before 6:30am or after 11pm.
• •Children: infants under 1 year travel free · from age 1, the adult rate applies.
• •Other than the above, no additional charges apply beyond the confirmed price.
• •Vehicle transfers, passport and visa services are quoted separately.

5.Changes, cancellation and refunds

• •Date/time changes are free with at least 6 hours’ notice, subject to availability.
• •Refunds are processed within 7 business days to the original payment method. Bank or gateway transaction fees, if any, are borne by the customer.

6.Your responsibilities

• •Arrive at the agreed meeting point on time.
• •Carry valid documents: a valid passport, valid visa or entry document, and any mandatory pre-arrival declaration.
• •Follow instructions from airport staff and authorities.
• •Keep personal belongings and luggage in your own care. Our staff assist with luggage but do not accept custody of it.
• •Do not carry prohibited items or goods breaching customs regulations.

7.Limitation of liability

We are not liable for:

• •Refusal of entry or exit by the authorities
• •Delays caused by airport congestion, weather, technical faults, strikes, or airline errors
• •Luggage lost, damaged or delayed by the airline
• •Missed flights due to late arrival at the meeting point or invalid documents
• •Force majeure: natural disasters, epidemics, regulatory changes, airport closures

8.Complaints

Submit complaints within 7 days of the service date to info@skyexcellent.com or +84 932 786 909. We respond within 48 hours and aim to resolve within 14 business days.

9.Intellectual property

All content, images, branding and design on skyexcellent.com belong to Sky Excellent. No commercial reproduction or reuse without written permission.

10.Governing law

These terms are governed by Vietnamese law. Disputes will first be addressed by negotiation; failing that, by the competent court determined under Vietnamese law.

11.Contact

Sky Excellent · info@skyexcellent.com · +84 932 786 909 (WhatsApp/Zalo) · skyexcellent.com