Terms of Service

1About us and these terms

The website fasttrack-sgn.com ("FastTrack SGN", "we", "us", "our") is operated by Mobi Technologies LLC, a limited liability company organised under the laws of the State of Delaware, United States.

These Terms of Service ("Terms") apply to every use of the website and to every booking you make through it. By making a booking, you confirm that you have read and accept these Terms and our Privacy Policy, and that you are at least 18 years old.

If you book for other travellers, you confirm that you are authorised to accept these Terms on their behalf, and you are responsible for passing on all relevant booking information to them. In these Terms, "you" includes every passenger in the booking.

2Our services

We are an independent booking and coordination service. We sell airport arrival assistance at Tan Son Nhat International Airport (SGN), Ho Chi Minh City, Vietnam, and arrange for it to be delivered by vetted local partners, which are licensed airport assistance agencies operating at the airport. We are not an airport, airline, government body or border authority.

All services are for international arrivals only:

• Fast Track Standard: an assistant meets you before the immigration area and escorts you through the priority immigration lane, where available. The service ends once you have cleared immigration. You then collect your luggage and exit on your own.
• Meet & Greet: everything in Fast Track Standard. Your assistant then stays with you through baggage claim, helps you with your luggage (porter service from the baggage carousel to your vehicle) and escorts you through customs to your driver or vehicle.
• Vietnam SIM card (optional add-on): a tourist SIM card handed to you during the service. See section 12.

What is not included

Unless we have expressly agreed otherwise in writing, the services do not include:

• visa-on-arrival processing or payment of visa fees on your behalf;
• wheelchair assistance;
• airport transfers or transport;
• help with baggage or goods detained by customs, airport security or any other authority;
• carrying or transporting baggage when you are not present;
• storing or looking after baggage, travel documents, ID or personal belongings;
• buying goods or services on your behalf;
• completing airport or immigration formalities when you are not present.

You remain responsible for your personal belongings throughout the service. The assistant may decline any request that falls outside the service you booked.

Priority lanes

The number of priority counters and lanes depends on the airport's operational arrangements and rules. At busy times you may need to wait a reasonable time before reaching the priority lane or counter. Waiting at a priority lane or counter is not a service failure and does not give rise to a refund or compensation. We do not guarantee any specific processing time.

Service interruptions

The service may be temporarily interrupted by circumstances outside our partner's control, such as security screening, customs inspections, health or quarantine checks, airline or airport procedures, or instructions from the authorities. The assistant will continue helping you as soon as the situation allows. If you choose to stop or end the service early for personal reasons, the service is considered completed.

3Booking and confirmation

• Bookings must be made at least 48 hours before your scheduled arrival time (Vietnam time, UTC+7). We do not accept online bookings for same-day, next-day or past arrivals.
• You must provide accurate, complete and up-to-date information: full names of all passengers as shown in their passports, flight number, arrival date and time, and a working email address and phone number. If you use WhatsApp, please give that number.
• A booking is confirmed only when payment has been successfully completed and you have received our confirmation email. A contract between you and Mobi Technologies LLC is formed at that point.
• The day before you land, your assigned assistant or our local partner will contact you directly with their name, phone number and meeting point.
• We may decline a booking at our discretion, for example if there is no availability on your date. If we decline a booking after you have paid, you will receive a full refund.

In these Terms, the "scheduled arrival time" is your flight's scheduled arrival time, based on the latest information published by the airline.

If you have not received the confirmation email within a few hours of booking, please check your spam folder and then contact us.

4Prices and payment

• Prices are shown in US dollars (USD) per person (or per SIM card) and include all applicable fees for the service described, except the night surcharge below. There are no extra charges for flight delays.
• Night surcharge: arrivals scheduled between 22:30 and 06:00 Vietnam time (both times included) carry a surcharge of $5 per person, added at checkout and shown separately in your order summary. It applies to Fast Track Standard and Meet & Greet, not to SIM cards. The surcharge is based on the scheduled arrival time in your booking: if the airline later delays or advances your flight into or out of this window, the price does not change.
• Full payment is required at the time of booking. Payments are processed securely by Stripe. We do not store your card details.
• If your card is in another currency, your bank may apply its own exchange rate or fees. We are not responsible for these.
• We may change prices on the website at any time. This will not affect bookings that have already been confirmed.
• If a price was clearly displayed in error, we will contact you before the service. You can then pay the correct price or cancel for a full refund.

5Your responsibilities

You are responsible for:

• Providing complete, accurate and up-to-date booking information.
• Holding a valid passport, visa or e-visa and all other documents required to enter Vietnam, and being legally eligible to enter the country. Check current entry rules with official government sources before you travel. We cannot help you get a visa.
• Holding a valid airline ticket for the flight in your booking.
• Making sure your baggage complies with the rules of the airline, customs and airport security.
• Being at the meeting point when your flight arrives, and keeping your phone switched on and reachable after landing, using the number given in your booking.
• Telling us about any change to your flight (see section 8).
• Following the reasonable instructions of the assistant, airport staff and authorities, and verifying your identity when the assistant asks you to.
• Completing any customs declarations yourself.

If you do not meet these requirements, our partner may refuse or stop the service. In that case the booking is treated as a no-show and is not refundable.

6On the day of arrival

• Your assistant tracks your flight and adjusts to the actual landing time. Delays and changes to the flight schedule made by the airline are covered and do not count as a change to your booking.
• After leaving the aircraft, follow the signs towards immigration. Your assistant will be waiting before the immigration area with a welcome sign.
• Do not go through immigration or customs without meeting your assistant. If you cannot see them, for example because the terminal is crowded or there are many airport representatives, call or message your assistant or our support straight away and tell them where you are.
• Waiting time: if the assistant cannot find or contact you after all passengers from your flight have entered the terminal, they will keep looking for you for a further 15 minutes in the relevant areas, such as the visa-on-arrival counter, immigration and baggage claim. If they still cannot find or contact you, the service is considered completed.

7No-shows

A booking is a no-show if any of the following happens:

• You do not arrive at the meeting point on your booked flight and at the expected time.
• You do not tell us about a change or cancellation within the deadlines in these Terms.
• The assistant cannot contact you to provide the service (see the waiting time in section 6).
• You refuse to use the service after the assistant has arrived and is ready to provide it.
• You do not cooperate, so that the service cannot be delivered. This includes not telling us about a flight change, arriving at the wrong time or meeting point, not following the instructions for finding or contacting the assistant, refusing to verify your identity, or leaving the meeting point or going through immigration or customs before meeting the assistant.

No-shows are charged 100% of the booking price and are not refundable.

8Changes to your booking

• You can ask to change your flight number, arrival date or passenger names free of charge until 24 hours before your scheduled arrival time. Changes are subject to availability.
• Changes requested later than this are handled on a best-effort basis and cannot be guaranteed. If a late change cannot be made, the original booking stays confirmed and the cancellation and no-show rules apply.
• If you change your flight so that your scheduled arrival falls between 22:30 and 06:00, the night surcharge (see section 4) is payable for the change. If the change moves your arrival out of that window, the surcharge is refunded.
• Adding passengers or upgrading from Fast Track Standard to Meet & Greet requires payment of the difference. Removing passengers is treated as a partial cancellation (see section 9).
• To request a change, email us with your booking reference. A change is valid only once we have confirmed it in writing.

9Cancellations and refunds

• The same rules apply to the SIM card add-on.
• To cancel, email us with your booking reference. The cancellation time is the time we receive your email.
• Refunds are made to the original payment method within 14 days. Your bank may take several more days to show the refund.
• Right of withdrawal: our services are leisure-related services provided on a specific date. For consumers in the EU and UK, the statutory 14-day right of withdrawal therefore does not apply (Article 16(l) of Directive 2011/83/EU and the equivalent UK rules). This does not affect the cancellation rights set out above.

If you think a payment was taken in error, please contact us before opening a dispute with your bank. Most issues can be solved quickly by email.

10If the service is not delivered

• If we or our partner cannot provide the booked service, for example because the service has been suspended at the airport, we will tell you as soon as possible. You can then choose a full refund or, where available, an alternative service.
• If the booked service is not provided as confirmed for reasons attributable to us or our partner, we will offer a full or partial refund or, where it makes sense, rebook the service, depending on the nature and extent of the actual impact. If no part of the service was provided at all, you will receive a full refund.
• This section does not apply where the failure results from a force majeure event (see section 14) or from the circumstances described in sections 5, 6 and 7.

11Refusal or termination of the service

Our partner may refuse or stop the service if:

• you break airport rules or do not follow the instructions of the authorities;
• you behave in an abusive, threatening, disruptive or inappropriate way towards the assistant or airport staff;
• you ask for services outside the scope of your booking;
• you do not meet the immigration or entry requirements for Vietnam.

In these cases the booking is handled under the no-show or cancellation rules, as applicable, and is not refundable.

12SIM card add-on

• SIM cards are supplied by a third-party mobile operator in Vietnam (currently MobiFone) through our local partner, and are handed to you during the service.
• Tourist SIMs are available to foreign passport holders only. Under Vietnamese regulations, the SIM must be registered with the holder's passport details before activation.
• Your phone must be unlocked and compatible with Vietnamese 4G/LTE networks. We are not responsible if a SIM cannot be used because the device is locked or incompatible.
• Data allowances, validity and network coverage are set by the mobile operator. Questions about the line after activation should go to the operator's support hotline.
• If a SIM card is defective at delivery and cannot be activated, contact us within 24 hours and we will arrange a replacement or refund the SIM price.

13Limitation of liability

We take care to select reliable partners and to arrange your service properly. To the extent permitted by law:

• Our total liability for any claim relating to a booking is limited to the amount you paid for that booking and to the scope of the service confirmed in it.
• We are not liable for loss, damage, delay or costs caused by an airline, a government or other authority, an airport operator, any other third party, or a force majeure event or other circumstance beyond our reasonable control. This includes refusal of entry and waiting times caused by immigration, customs or security.
• We are not liable for indirect or consequential losses, such as missed connections, hotel nights, transfers, tours or other arrangements, or loss of income.
• We are not liable for losses caused by inaccurate information you provided, or by your failure to follow these Terms or the assistant's instructions.

Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be limited or excluded by law. If you are a consumer, nothing in these Terms affects your statutory rights.

14Force majeure

We and our partners are not responsible for delays, interruptions or failure to provide the service caused directly or indirectly by a force majeure event. These include natural disasters, epidemics or pandemics, war or armed conflict, riots, civil unrest or demonstrations, strikes, airport closures, flight restrictions or air traffic disruption, and any order or decision of a government, airport or other competent authority.

If your booked service has not started because of a force majeure event, you will receive a full refund. If you would rather keep your booking for a new flight, contact us and we will try to rebook it.

15Complaints

If something goes wrong during your arrival, tell your assistant or contact us straight away so we can try to fix it on the spot.

Any complaint about the quality of the service must be emailed to us within 24 hours after the service, with your booking reference and a description of what happened. Please include any supporting evidence, such as photos, videos or screenshots of messages. This lets us investigate with our local partner while the details are fresh. We may reject complaints received after this deadline, without affecting any statutory rights you have as a consumer. We will reply within 14 days.

16Use of the website

• You may use the website only for lawful purposes and to make genuine bookings. Fraudulent or speculative bookings are not allowed.
• All content on the website, including text, design and logos, belongs to Mobi Technologies LLC or its licensors. It may not be copied or reused without our permission.
• We try to keep the website accurate and available, but we do not guarantee that it will be uninterrupted or error-free. Travel information on the website is general guidance and not legal or immigration advice.
• Links to third-party websites are provided for convenience. We are not responsible for their content.

17Governing law and disputes

These Terms are governed by the laws of the State of Delaware, United States, without regard to conflict-of-law rules. Any dispute will be handled by the competent courts of Delaware.

If you are a consumer living in the European Union, the United Kingdom or another country with mandatory consumer protection rules, you also keep the protection of those rules. You may bring proceedings in the courts of your country of residence. Our choice of Delaware law does not deprive you of those rights.

Before going to court, please contact us. We will always try to resolve a dispute amicably first.

18General

• We may update these Terms from time to time. The version in force when you made your booking applies to that booking.
• If any part of these Terms is found to be invalid, the rest remains in force.
• If we do not enforce a right immediately, we have not waived it.
• These Terms are written in English. If they are translated, the English version prevails, except where local consumer law requires otherwise.

19Contact us

For bookings, changes, cancellations or complaints, please contact us: