Terms of Service

Last updated: April 2026

1. Definitions

The following terms apply throughout this agreement:

  • Provider / MoonFlight: MoonGroup s.r.o., operator of moon-flight.com
  • Client: The individual or entity placing an order on moon-flight.com
  • Services: E-visa application support services provided by MoonFlight, and (when launched) Meet & Greet and VIP Lounge services
  • Order: A completed booking submitted on moon-flight.com with payment confirmed
  • Working Days: Monday to Friday, Vietnam time (UTC+7), excluding Vietnamese public holidays

2. Acceptance of Terms

Please read these Terms carefully before placing an order. By submitting an order and completing payment, you confirm that you have read, understood, and agreed to be bound by these Terms.

Where the visa applicant is a minor, a parent or legal guardian must accept these Terms on their behalf.

3. Scope of Service

MoonFlight provides e-visa application support services, including application review, data verification, preparation, and submission assistance for Vietnam e-visas.

MoonFlight is a private agency and is not affiliated with the Government of Vietnam. We do not issue visas. Final approval or rejection of any visa application is determined solely by the Vietnam Immigration Department.

4. Client Responsibilities & Application Accuracy

You are solely responsible for the accuracy and completeness of all information submitted through MoonFlight. In particular:

  • All information must be accurate, complete, and consistent with your passport and travel documents.
  • Your passport must be valid for at least 6 months from your intended date of arrival in Vietnam.
  • Upon receiving the issued e-visa, you must verify all details immediately and notify MoonFlight of any errors within 1 hour of receipt.

If an error in the issued e-visa is attributable to MoonFlight, we will correct it free of charge.

If an error is attributable to information provided by you, a new application at full cost is required.

MoonFlight bears no liability for visa refusals, delays, or any losses arising from incorrect or incomplete information submitted by the client.

5. Processing Time

All processing times displayed on our website are estimates only, calculated in Vietnamese business days (Monday to Friday, UTC+7, excluding Vietnamese public holidays).

Processing begins from the moment full payment and all required documentation have been received by MoonFlight.

MoonFlight will notify you by email if additional documentation is required or if significant delays are anticipated.

MoonFlight is not responsible for delays caused by the Vietnam Immigration Department, public holidays, government system outages, or any other circumstances beyond our reasonable control.

6. Cancellation & Refunds

Our service fee is non-refundable once MoonFlight has submitted your application to the Vietnam Immigration Department.

A full refund of the service fee will be issued in the following cases:

  • The Vietnam Immigration Department rejects your application for reasons not attributable to you.
  • The rejection or incorrect issuance was caused by an error on MoonFlight's part. In this case we will offer a full refund or re-apply at no extra cost.

No refund will be issued in the following cases:

  • The application has been submitted and the rejection is due to incorrect or incomplete information provided by you.
  • You change your travel plans or no longer wish to travel after the service has been initiated.
  • The visa is refused due to the applicant's immigration history, background checks, or other factors within the applicant's control.

Approved refunds are returned to the original payment method within 7–10 business days.

7. E-Visa Amendment

Before submission to the Vietnamese authorities, correction requests must be made within 15 minutes of placing your order. After this point, a new full-fee application is required to make any changes.

Once an e-visa has been issued by the Vietnam Immigration Department, it cannot be modified or amended under any circumstances. A new application is required for any changes.

8. Visa Approval Disclaimer

MoonFlight does not guarantee visa approval. The decision to grant or refuse a visa rests solely with the Vietnam Immigration Department.

Even when a valid e-visa has been issued, entry into Vietnam is subject to the final decision of immigration officers at the port of entry. Travelers may be denied entry regardless of holding a valid e-visa.

MoonFlight is not affiliated with the Vietnamese government and bears no responsibility for flight costs, accommodation costs, or any other travel expenses arising from visa refusal, processing delays, or denial of entry.

9. Limitation of Liability

To the maximum extent permitted by applicable law, MoonFlight shall not be liable for:

  • Indirect, incidental, special, or consequential damages of any kind.
  • Missed flights, travel disruptions, or related costs.
  • Losses arising from visa refusal, processing delays, or denial of entry.
  • Actions, decisions, or omissions by the Vietnam Immigration Department or any other government authority.
  • Losses caused by inaccurate or incomplete information provided by the client.

MoonFlight's maximum aggregate liability for any claim arising under these Terms is limited to the service fee paid by the client for the relevant order.

Nothing in these Terms excludes or limits MoonFlight's liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

10. Force Majeure

MoonFlight shall not be liable for any delay, interruption, or failure to perform its obligations caused by events beyond its reasonable control, including but not limited to: government system outages, changes in government policy or regulations, natural disasters, strikes, public health emergencies, acts of war or terrorism, or technical failures of third-party systems.

11. Governing Law & Jurisdiction

These Terms are governed by and construed in accordance with the laws of the Czech Republic.

Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of the Czech Republic.

Nothing in this clause limits the application of Vietnamese immigration regulations to the visa application process itself.

12. Changes to These Terms

MoonFlight reserves the right to update or modify these Terms at any time. Material changes will be communicated by email or by a prominent notice on our website at least 14 days before taking effect.

Your continued use of MoonFlight's services after the effective date of any changes constitutes acceptance of the updated Terms.

13. Meet & Greet & VIP Lounge

MoonFlight's Meet & Greet and VIP Lounge services are coming soon. Dedicated terms and conditions governing these services will be published on this page when they become available.