Terms and Conditions
Please read these Terms and Conditions carefully before booking a transportation service with iCarPickup.
About iCarPickup
iCarPickup is an airport and private transfer service operated by Indochina Travel Group.
For the purposes of these Terms, “iCarPickup”, “we”, “us”, and “our” refer to iCarPickup. “You”, “your”, and “passenger” refer to the person making a booking and, where applicable, the travelers included in that booking.
These Terms govern enquiries, quotations, bookings, and transportation arrangements made through iCarPickup.
Scope of services
iCarPickup arranges transportation services that may include:
- Airport pickup transfers
- Airport drop-off transfers
- Private point-to-point transfers
- Intercity transportation
- Other private transportation arrangements confirmed in writing
Service availability depends on the route, travel date, vehicle availability, and operational conditions. A service is included in a booking only when expressly confirmed.
Booking and confirmation
Customers are responsible for providing accurate booking information, including:
- Passenger name and contact details
- Pickup and drop-off locations
- Travel date and pickup time
- Flight details, where applicable
- Number of passengers
- Luggage requirements
- Relevant special requests
Submitting an enquiry does not automatically constitute a confirmed booking. A booking becomes confirmed only when iCarPickup issues written confirmation and any applicable payment requirements have been satisfied. Customers should review the confirmation and notify us promptly of any inaccuracies.
Prices and payment
Transfer prices are provided through a quotation or booking confirmation. The quotation should specify the applicable currency, service details, included charges, and any known exclusions.
Additional services, route changes, extended waiting time, extra stops, or other changes may result in additional charges where agreed or permitted under the booking conditions (surcharge 20%).
Accepted payment methods, deposit requirements, payment deadlines, and any applicable fees will be communicated before booking confirmation.
Pickup and meeting arrangements
Customers must follow the pickup instructions provided in their booking confirmation.
Airport pickup arrangements may vary depending on the airport, terminal, local regulations, and service conditions. Passengers are responsible for providing accurate arrival information and maintaining a working communication method where reasonably possible.
If you cannot locate your driver, please contact iCarPickup using the contact information in your booking confirmation before leaving the agreed meeting area.
Flight delays and schedule changes
Customers should provide accurate flight details and notify iCarPickup of relevant changes as soon as reasonably possible.
Where flight monitoring or delay-related pickup adjustments are included in the booked service, the applicable conditions will be specified in the booking confirmation.
A delayed or rescheduled flight does not automatically guarantee unlimited waiting time or vehicle availability.
If a significant disruption occurs, iCarPickup will review available alternatives and communicate any applicable changes or charges.
Waiting time
Complimentary waiting time, if included, will be stated in the booking confirmation or applicable service conditions. The confirmation should identify when waiting time begins, how long it lasts, and whether additional waiting time can be arranged.
Additional waiting time may be subject to availability and extra charges. Customers should contact iCarPickup promptly if they expect to arrive at the pickup point later than agreed.
Changes to bookings
Requests to change pickup times, locations, routes, passenger numbers, or vehicle requirements must be communicated to iCarPickup.
Changes are subject to availability and may affect the original price. A requested change is not confirmed until iCarPickup acknowledges and approves it in writing.
Cancellation and refunds
Cancellation and refund conditions will be communicated before the booking is confirmed. The applicable conditions may depend on the service type, route, notice period, payment status, and any specially arranged services.
Customers should submit cancellation requests through the designated contact channel.
Any refund will be handled in accordance with the confirmed booking conditions and applicable law. If iCarPickup cannot provide a confirmed service, we will communicate available alternatives or the applicable refund arrangements.
Passenger no-show
A passenger may be considered a no-show if they fail to arrive at the agreed pickup location within the applicable waiting period and cannot be located after reasonable contact attempts.
The applicable no-show procedure and any related charges must be specified in the booking conditions.
Customers are encouraged to contact iCarPickup immediately if they encounter difficulties locating the pickup point or assigned driver.
Vehicles, passengers and luggage
Vehicle selection is based on the booking details provided by the customer and the available vehicle categories.
Passengers must provide accurate information about the number of travelers and luggage items.
Oversized luggage, additional baggage, child seats, accessibility requirements, or other special needs should be communicated before confirmation.
Requests are subject to vehicle suitability, availability, safety requirements, and applicable law.
iCarPickup may need to propose an alternative vehicle or revised arrangement if the actual passenger or luggage requirements exceed the confirmed capacity.
Passenger responsibilities
Passengers are expected to:
- Follow reasonable safety instructions
- Use available seat belts as required
- Treat drivers, vehicles, and other passengers respectfully
- Comply with applicable laws and transport regulations
- Avoid conduct that may endanger the journey
Transportation may be refused or interrupted where necessary to address a genuine safety risk, subject to applicable law and the circumstances involved.
Service disruptions
Travel arrangements may be affected by events outside reasonable operational control, including severe weather, road closures, natural disasters, airport restrictions, or other significant disruptions.
Where such events occur, iCarPickup will seek to communicate with affected customers and consider reasonable alternatives.
The handling of cancellations, refunds, and other remedies remains subject to applicable law and the confirmed booking conditions.
Complaints and service issues
Customers who experience a problem with their transfer should contact iCarPickup as soon as reasonably possible.
To help us investigate, please provide your booking reference, travel date, and a description of the issue.
We will review complaints in accordance with our internal procedures and applicable legal obligations.
Liability
iCarPickup’s responsibilities depend on its contractual role, the confirmed services, the circumstances of the incident, and applicable law.
Nothing in these Terms is intended to exclude or limit liability, consumer rights, or legal remedies that cannot lawfully be excluded or limited.
Personal information
Personal information provided in connection with enquiries and bookings will be handled in accordance with our Privacy Policy and applicable data protection law.
Governing law and disputes
These Terms are governed by the applicable laws of Vietnam, subject to any mandatory consumer protection or other legal provisions that may apply.
We encourage customers to contact iCarPickup first so that service concerns can be reviewed and, where possible, resolved.
Unresolved disputes may be addressed through the competent dispute-resolution mechanisms available under applicable law.
Changes to these terms
iCarPickup may update these Terms from time to time. The applicable version for a confirmed booking will be determined in accordance with the booking agreement and relevant law.
Material changes affecting existing bookings will be handled in accordance with applicable contractual and legal requirements.
Contact information
iCarPickup – Operated by Indochina Travel Group
Business address: 5F, No72 Hong Tien, Bo De, Hanoi, Vietnam
Customer support email: [email protected]
Contact number: +84 915 593 000
Website: https://icarpickup.com