Terms of Service

Best Bus public offer · Visa runs, Vietnam e-visa, transport · Version 1.2, 27 August 2026 · Da Nang, Vietnam

1. Who we are and what we do

Best Bus (“we”, “us”) is a booking and travel-services agency based in Da Nang, Vietnam. We arrange:

• Visa runs — a round trip from Da Nang to the Vietnam–Laos border (Lao Bao) and back, so that you can exit and re-enter Vietnam and start a new period of legal stay;
• Vietnam e-visa assistance — preparation and submission of your e-visa application through the official Vietnamese government portal;
• Transport — seats on scheduled sleeper buses, private cars and transfers between Vietnamese cities.

We act as an agent and a service provider, not as a government body and not as a licensed tour operator. We do not issue visas, stamps or entry permissions. Those decisions are made exclusively by the Vietnamese Immigration Department and by the border officers on duty. We prepare, submit, transport, accompany and advise — we do not decide, and we cannot influence the outcome.

The contracting entity and its full registration details are provided on request and stated on the invoice for each booking.

2. Definitions

3. Booking and payment

3.1 A booking is confirmed when the manager confirms it to you in writing in the chat — with the date, the service and the passenger list. That written confirmation is your booking document: we do not issue paper receipts. A filled form, a request in the bot or a verbal agreement does not hold a seat or a date until the manager has confirmed it.

3.2 Prices are quoted per person, in USD, and are confirmed by the manager at the time of booking. The price list current at 27 August 2026:

Prices may change, including with the exchange rate — always check the current price with your manager. The price confirmed to you in writing at the moment of booking applies to that booking, regardless of later changes.

3.3 Accepted payment methods: Vietnamese bank transfer (VietQR / Vietcombank), cash in Da Nang, USDT (TRC-20 network), and RUB transfers with a 6% conversion surcharge. We do not accept card payments — we have no card acquiring. The manager sends you the payment details that apply to your chosen method.

3.4 How processing times are counted. The clock does not start when you pay. It runs on the working hours of the Vietnamese Immigration Department: 08:30–17:00, working days only. Four consequences:

• an application must be submitted at least one working day before the date you need;
• documents that reach us in the evening, after 18:00, go into processing the next working morning;
• an express tier taken at 08:30 in the morning produces the visa the following morning — a full day is always built into the application;
• the portal does not work on weekends or Vietnamese public holidays: a “1 working day” application submitted on Friday evening means Monday, not Saturday.

3.5 Document requirements and realistic processing times are confirmed by the manager before payment. Do not assume the standard timeline applies to your nationality until we have confirmed it in writing. For a number of nationalities the Immigration Department also charges a separate surcharge to process the application — see Section 5.

3.6 Payment deadline for a visa run. Your payment and documents must reach us no later than one working day before departure, by 17:00 Vietnam time. The reason is in 3.4: the application is accepted by the Immigration Department only during its working hours, so money arriving late the night before — or on the morning of the trip — physically cannot become a visa in time. If payment has not arrived by that deadline, the manager may release your booking and offer you the next available date.

4. What is included

Visa run with transport (USD 155)

• preparation and submission of your e-visa application;
• round-trip transport Da Nang → border → Da Nang on the agreed date;
• assistance and coordination at the border crossing;
• the vehicle waits for you at the border for the whole duration of the procedure and brings you back to Da Nang;
• the state fee for the e-visa — already covered by our price (not to be confused with border fees, or with the surcharge for certain nationalities, see Section 5).

Visa run without transport (USD 120)

The same, except that you arrange your own way to and from the border.

Pre-arrival e-visa

Checking your documents, filling and submitting the application, paying the state e-visa fee, monitoring the status, and delivering the approved e-visa to you electronically. This price is final for our part — there is nothing to pay on top for the visa itself. The only exception is the surcharge the Immigration Department requires for certain nationalities: that one is not set by us, see Section 5.

5. What is not included

This section exists because it is the most common source of misunderstanding. None of the following is covered by the price you pay us:

1. Border fees — 200,000 VND per person, payable by you in cash at the crossing, in small notes: they do not give change there. These are not the visa state fee — that one is already in our price. They are the charges of four collection points at the crossing itself, taken in cash, on the spot, with no receipt issued. That is how this border works on both sides, and no company can change it. The amount rose from 140,000 VND in August 2026 after Laos increased its share; it is now four points of 50,000 VND each.
2. Immigration surcharge for certain nationalities — 1,000,000 VND per person. There is a list of passports for which the Vietnamese Immigration Department charges an additional payment to process the application — for any type of visa. It includes, among others, Algeria, Türkiye, Indonesia and Vanuatu; ask your manager for the current list before you pay. This is not our markup: the decision is made by the Immigration Department, it comes back with the response to your submitted application, it is not published in advance and no supporting document is issued for it — exactly the same logic as the border fees above. We see your application through to an issued visa, but decisions based on your nationality are not ours to make. If your passport is on that list, your manager will tell you beforehand; the amount is paid on top of our price.
3. Meals, drinks, snacks during the trip — unless your manager explicitly promised them when you booked.
4. Personal expenses, SIM cards, souvenirs, Laotian visa (if you intend to actually enter Laos rather than turn around at the border).
5. Travel, medical or cancellation insurance. We strongly recommend you have one; we do not sell or provide it.
6. Fines, penalties or overstay charges imposed on you by any authority, including overstay fines caused by your own late booking.
7. Costs of a repeat application caused by errors in the data you supplied (see 7.3).
8. Accommodation in Da Nang or anywhere else.
9. Flights, and any cost arising from a missed flight (see Section 11).

6. How a visa run actually works — timing

So you can plan realistically:

• Departure from Da Nang is early in the morning; the exact pick-up time and place are confirmed by the manager 1–2 days before the trip.
• Border procedure with a 90-day e-visa: approximately 4 hours (roughly 3 hours for the visa to be issued plus about 1 hour to physically pass the crossing).
• Border procedure with a stamp / 45-day entry: approximately 1.5 hours.
• Return to Da Nang is the same day, in the evening. Exact arrival time cannot be guaranteed — see Section 11.

Vehicle capacity: a car carries a maximum of 5 passengers. In low season a new car is assembled no later than 6 days before departure; if you request a date closer than that and no vehicle is already forming for it, we will offer you the nearest scheduled sleeper bus or the nearest available date. A vehicle that is already forming can take additional passengers at short notice.

7. What you must do — your obligations

7.1 Passport. Your passport must be valid for at least 6 months beyond your intended stay, undamaged, and with free pages. A torn, water-damaged, unreadable or expiring passport can be refused by border officers, and there is nothing we can do at that point.

7.2 Documents on time. Send a clear photo or scan of your passport data page and a passport-style photo when the manager asks for them, not later. Late documents mean a later submission, and the processing clock starts at submission, not at payment.

7.3 Accuracy of your data. You are responsible for the correctness of everything you give us: name spelling, passport number, date of birth, nationality, dates. We submit exactly what you provide. If a visa is issued with an error caused by incorrect data from you, a new application and a new payment are required — the state fee already paid is not refunded by the government, and our work has been done. If the error is ours — wrong date, wrong visa type, wrong duration — we fix it at our own cost, see 10.2.

7.4 Be on time. Be at the pick-up point at the confirmed time. The vehicle carries other passengers and a border schedule; it will not wait for a late passenger, and no refund is due in that case.

7.5 Cash for border fees. 200,000 VND per person, in small notes. Without it you will not be able to complete the crossing.

7.6 Legality of your current stay. You must be legally present in Vietnam at the moment of departure. If you are already overstaying, tell the manager before booking — it changes the procedure, and it is far cheaper to solve before you arrive at the border than at it.

7.7 Follow instructions at the border. The driver and our coordinator know the procedure and the order of the booths. Follow their instructions; improvising at a state border is not something we can protect you from.

8. What is not allowed

8.1 Prohibited and restricted items. Do not carry across the border: narcotics or any substance in the narcotics category, weapons, ammunition, drones, satellite communication equipment, large quantities of medicines without a prescription, pornographic or politically sensitive printed material, foreign currency above the declarable threshold, protected wildlife products (ivory, coral, turtle shell). Vietnamese and Laotian customs treat these strictly. Anything you carry is your personal legal responsibility, and we cannot represent you in a customs matter.

8.2 Anything with the driver goes through the manager. You may pay the driver for something if it has been agreed with your manager in advance. Without that agreement the driver is not authorised to accept payment, change the route or timing, add passengers or wait beyond the schedule — and anything arranged with him directly is not covered by these Terms and is not our responsibility. Book future trips through the manager, not around the company.

8.3 No changes to the route or schedule. The trip is a fixed round trip. We cannot drop you somewhere along the way, wait for you for personal errands, add stops, or leave you at the border to continue into Laos on a shared trip. If you need a different route, book a private car.

The pick-up point and the drop-off point are the same: wherever the car collects you in the morning is where it brings you back in the evening. Changing it is possible only through the manager and only depending on the situation: the change may be refused, and where it is possible, an extra charge may apply. This is not something to settle with the driver, see 8.2.

8.4 Alcohol and intoxication. Being visibly intoxicated at a state border creates a real risk of refusal for the whole vehicle. A passenger who is intoxicated, aggressive, or behaves in a way that endangers the trip may be refused boarding or removed from the trip, with no refund.

8.5 In the vehicle: no smoking (including vapes), no drugs, no pets, no oversized luggage beyond one suitcase and one hand item per person unless agreed in advance.

8.6 Do not misrepresent your purpose of stay in the application or at the border. We submit what you declare; a false declaration is your legal exposure, not ours.

8.7 Do not book for someone else without their knowledge and without their data being accurate. The person travelling must be the person in the application.

9. Limits of what we promise

Read this together with Section 1.

9.1 We do not guarantee that a visa will be issued. We guarantee that the application will be correctly prepared and submitted, and that we will act on your behalf professionally. The Immigration Department can refuse or delay any application without giving a reason.

9.2 We do not guarantee entry. A border officer can refuse entry, question you, or require additional checks, including for reasons unrelated to your paperwork (previous overstays, number of recent entries, appearance of “visa-run cycling”). This is a sovereign decision.

9.3 We do not guarantee exact timing. Traffic, weather, road works, border queues, computer failures at the crossing point and the number of coaches ahead of us all change the day’s duration. The times in Section 6 are typical, not contractual.

9.4 Processing times are targets, not guarantees. The state portal occasionally delays issuance beyond the paid tier. Where the delay is on the government’s side, we refund the difference between the tier you paid for and the tier actually delivered — that is our commitment, and it is the limit of it.

10. Changes, cancellations and refunds

10.1 Visa runs and transport

Changing the date is always preferable to cancelling, for both of us — ask for it first.

10.2 E-visa applications

10.3 How refunds are paid

• Travel credit is the default and the fastest option: it appears in your account with us immediately, is valid for at least 12 months, and can be used for any service, by you or by a person you name.
• Money back is available on request. We do not have card acquiring, so every refund is a manual transfer: expect up to 10 working days, and note that we return funds via the same channel wherever possible.
• USDT refunds are sent only to an address and network you confirm to us in writing at the time of the refund. We will not reuse the address a payment came from. A transfer sent to a wrong address or network is irreversible and cannot be repeated at our cost.
• RUB refunds are converted at the rate on the day of the refund, which will differ from the rate on the day of payment. We fix and confirm the rate with you in writing before sending.
• Bank charges and network fees on the refund are borne by us where they are trivial; where a refund method carries a significant cost, we will tell you the net amount before sending.

10.4 If we cancel

If we cancel a trip (vehicle failure, insufficient passengers, border closure, force majeure), you choose freely: a new date at no cost, full travel credit, or a full refund in money. No deductions.

10.5 Group size changes

If the number of travellers in a booking decreases before departure, the price is recalculated on the actual number travelling and the difference is handled under 10.1. Changes to the composition of a group are processed by the manager, not automatically — write to us.

11. Liability

11.1 Our liability for any claim connected with a booking is limited to the amount you paid us for that booking.

11.2 We are not liable for: visa refusal or entry refusal by the authorities; delays at the border; fines, penalties or overstay charges; missed flights, missed connections, missed hotel nights or missed appointments; consequences of incorrect data you supplied; loss or damage to your personal belongings and documents; anything you agreed directly with a driver outside of these Terms; the actions of border, customs or immigration officers of Vietnam or Laos.

11.3 Plan a buffer. Do not book a flight for the evening of your visa run day, and do not plan your visa to be issued on the last day of your legal stay. If your schedule has no margin, the risk of that decision is yours.

11.4 Force majeure. Border closures, changes to Vietnamese or Laotian immigration rules, natural disasters, epidemics, strikes, states of emergency and government orders suspend our obligations for as long as they last. In such cases Section 10.4 applies: your money is not lost, and you choose between a new date, credit or a refund.

12. Complaints

Write to your manager in the same chat where the booking was made, within 14 days of the trip or the issuance of the visa. Include the booking date, the names of travellers, and what went wrong. We answer complaints in writing, normally within 3 working days. We would rather fix the problem than win the argument — but we can only fix what we are told about, in time, and in writing.

13. Your personal data

We collect your passport data, photograph and contact details for one purpose only: submitting your application to the Vietnamese government portal and organising your trip. We share them with the Vietnamese Immigration Department (mandatory for the application) and with the transport provider carrying you (name list for the vehicle). We do not sell your data, do not pass it to marketing partners, and do not publish it. You may request deletion of your documents after your service is completed by writing to your manager. See also our Privacy Policy.

14. Changes to these Terms and acceptance

We may amend these Terms. The version in force for your booking is the version published on the date you paid. Amendments are never applied retroactively to bookings already paid for.

Payment for a Best Bus service — in full or in part, by any of the methods in 3.3 — constitutes acceptance of these Terms in their entirety, including Sections 5, 8, 10 and 11.