Bookings and payments
Platform bookings, payment records, cancellation, and refund procedures.
Contact VietGo
Need help with guide matching, a booking or payment, contacting a service provider, or a partnership listing? Send the relevant details and we will help review the records and explain what the platform can do.
Email [email protected]. Support hours are daily from 10:00 to 20:00. Messages may be sent in Traditional Chinese, English, Japanese, Korean, or Vietnamese. Response time depends on the case, language, and completeness of the information provided.
Email supportMessage customer support
You can also message us through any of the currently available support channels below. Briefly describe the issue and include identifiable booking information so support can follow up.
Prepare before contacting us
- Issue type and a concise description
- Order or booking number, if available
- Service date and destination
- Email used for the account or booking
To help us investigate quickly, include the issue type, booking number, service date, account email, and a concise summary. Never send a full card number, security code, banking password, complete passport copy, or other unnecessary sensitive information by ordinary email.
What we can help with
Contacting a guide
A confirmed service date is approaching but contact with the guide has not been established.
Account and website
Login, notifications, profile updates, or website functionality.
Partnerships and listings
Local guide, interpretation, business support, or merchant listing questions.
Emergencies
VietGo support is not an emergency service. For immediate personal safety, medical, criminal, lost-document, or immigration matters, contact local police, emergency medical services, your accommodation, the appropriate embassy or representative office, or the relevant government authority first.
- Nationwide disaster, incident, and general emergency reporting
- 112
- Police and public security emergencies
- 113
- Fire, accidents, rescue, and recovery
- 114
- Medical emergency and ambulance
- 115
Stay calm and provide the city, exact address or nearby landmark, type of emergency, number and condition of injured people, and a callback number. If communication is difficult, ask hotel staff, your guide, or another trusted person nearby to help with the call.
Emergency numbers verified in August 2026. Availability and language support are determined by local authorities. Official sources: 112 · 113/114/115
Platform role and support scope
VietGo is an information-matching platform connecting travelers with independent local service providers. It is not a travel agency and does not directly provide guide, transport, medical, immigration, or government services. Support can review platform records and contact status, while service details and final availability remain subject to confirmation by the provider.