Frequently Asked Questions

Booking a guide service is very simple:

1. Browse the guide list and choose your preferred guide
2. Click the "Book" button and fill in your service requirements
3. Select service time and location
4. Complete payment confirmation
5. Wait for guide to confirm the booking

After successful booking, you will receive confirmation email and SMS notification.

After you submit your request and complete the platform payment, the guide still needs to confirm availability. You will receive a notification once confirmed. If no response arrives for an extended period, email [email protected] and we will help check the matching status. Avoid making non-refundable transport or activity arrangements before confirmation.

We recommend booking at least 2 days in advance whenever possible. This gives the guide more time to confirm the itinerary, arrange transport, and prepare the service, and it usually gives you more available options.

The system may allow shorter-notice bookings, but same-day or last-minute requests often have limited guide availability and still require guide confirmation. Thank you for your understanding. For multi-day, multi-city, business interpretation, or special itineraries, we recommend submitting your request 1-2 weeks ahead.

Modify Booking:
• Log into member center and find your booking record
• Click "Modify" button and select new time or service
• System will recalculate the cost difference

Cancel Booking:
• Different refund policies apply based on cancellation time
• Cancel 7 days before: Deposit deducted, full service fee refunded
• Cancel 3-6 days before: 30% service fee deducted
• Cancel within 48 hours: No refund

For detailed policy, please refer to Refund Policy.

We currently only support online credit card payment:

• Visa Credit Card
• Mastercard
• JCB Credit Card
• UnionPay Credit Card

All payments are protected with SSL encryption to ensure your data security. For detailed information, please refer to Payment Methods.

The online payment is VietGo’s platform consultation fee (matching service fee), charged in TWD. The estimated local payment shown on the page is paid directly to the guide or service provider on the service date. VietGo does not collect the actual travel service fee. Review the fee details and possible additional expenses before booking.

If payment fails, please check the following:

Credit Card Information:
• Confirm card number, expiry date, and security code are correct
• Ensure sufficient credit limit
• Confirm card has online payment enabled

Network Issues:
• Check if internet connection is stable
• Refresh the page and try again

If the problem persists, please contact customer service: [email protected].

Refund Process:

1. Log into member center and find the booking
2. Click "Cancel Booking" and submit
3. System will automatically determine if it meets refund policy based on cancellation time, and display estimated refund amount (including original charged TWD amount) if eligible
4. After submitting cancellation, refund application will be created and enter review and refund process

Processing and Arrival Time:
• Refund Processing: Within 3 business days (except special circumstances)
• Credit Card Arrival: Approximately 7-15 business days on bank side (subject to issuing bank processing)

Refund amount will be calculated according to "Cancellation and Refund Policy"; cancellations within 48 hours before trip start are generally non-refundable. For details, please refer to Refund Policy.

Our guide services include:

Basic Services:
• Attraction tours and explanations
• Transportation arrangement recommendations
• Local culture introductions
• Language translation services

Special Services:
• Food recommendations and dining companions
• Shopping tours and bargaining assistance
• Business companions and meeting translations
• Photography services and itinerary records

Important Reminder:
• Guides on this website do not provide physical-contact or intimate-companionship services (including but not limited to hand-holding, hugging, or intimate contact).
• Any behavior that may cause harassment, sexual harassment, or discomfort is strictly prohibited on the platform.

For detailed service items, please refer to Service Items.

Yes. When booking, tell us your date, city, language, group size, preferred places, and whether you need a private tour, interpretation, or business accompaniment. The guide will respond based on timing, transport, and feasibility. Confirm the itinerary, on-site expenses, and meeting point with the guide before the service.

Our guides have multilingual capabilities:

Main Languages:
• Vietnamese (native)
• Chinese (Traditional/Simplified)
• English

Other Languages:
• Japanese
• Korean
• French
• German

Each guide's language abilities are indicated in their profile, and you can choose a suitable guide based on your needs.

If the guide cannot provide service at the last minute, we will:

Alternative Options:
• Immediately arrange an equivalent replacement guide for you
• Provide the same or better service quality
• We will cover any cost differences if there are any

Refund Option:
• If you do not accept the replacement guide, you can request a full refund
• Refund processing will be handled within 3 business days

Based on the currently listed 8-hour services on VietGo, a full day generally ranges from about VND 2,000,000 to VND 5,000,000. The actual price varies by city, guide experience, language, date, itinerary complexity, and service type. Check the duration and local payment shown on each guide’s service page and rely on the confirmed booking details.

Unless the service page or confirmed arrangement says otherwise, the guide fee generally excludes transport, meals, attraction tickets, private vehicles, and personal expenses for both the traveler and guide. For intercity travel, a vehicle, or special activities, ask in advance and confirm who pays each cost.

Tipping is not required. If you are happy with the service, you may tip voluntarily according to service quality; there is no fixed amount. Tips are not collected by VietGo and should never be required for delivery of the originally agreed service.

Possibly. Overtime, travel across districts, late-night or early-morning service, and larger groups may affect the quote. Whether pricing is per group, per person, or by duration depends on the guide’s service page and confirmed booking. Agree on any additional fee before extending the service on-site.

VietGo primarily matches travelers with private, customized services and does not normally combine travelers from separate bookings. Still, check that the guide’s service page and booking confirmation specify a private service. Enter the correct group size when booking to avoid pricing or transport issues.

You can agree on a meeting point within the guide’s service area, such as a hotel lobby, attraction entrance, station, or another public place. Confirm in advance whether hotel or cross-district pickup is included. Share only information needed for meeting and never post sensitive details such as your room number publicly.

Once the booking and payment are confirmed, the guide can view the contact method you provided and should contact you within 72 hours. VietGo also encourages guides to reach out as early as possible to discuss the itinerary, meeting point, and important details. If the service date is near and contact has not been established, email [email protected] or use our online customer service. You may contact us in any language.

If your group includes a traveler with limited mobility, an older adult, or a young child, please explain their age, walking ability, wheelchair or stroller needs, rest frequency, dietary requirements, health considerations, and any other relevant needs before booking. Guides listed on VietGo may adjust the itinerary within their abilities. However, because transport safety, insurance coverage, and unexpected situations may be involved, we recommend giving priority to a locally licensed travel agency or private-car operator with appropriate insurance.

A private guide can offer a more flexible and independent itinerary, but the physical condition and unexpected needs of older adults, young children, and travelers with limited mobility cannot always be predicted. For safety, check the provider’s licence, vehicle insurance, travel insurance, and scope of coverage carefully before booking. A standard private-guide service does not replace professional caregiving, medical assistance, or insurance protection.

The guide will discuss adjusting the time, order, or destination based on safety, transport, and official attraction notices. Ordinary weather changes do not automatically mean cancellation. If the service genuinely cannot proceed, it will be handled according to the circumstances and cancellation policy. Never ask a guide to continue in unsafe conditions.

Contact the guide using the details in your booking and clearly share your current location and expected arrival time. If contact still fails, keep message and call records, then email [email protected] or ask VietGo for help through our online customer service. You may contact us in any language. For immediate personal safety or medical emergencies, contact local police, emergency services, or hotel staff first.

Depending on currently available guides and service areas, you can look for private guides, local companions, interpreters, or business companions in Hanoi, Ho Chi Minh City, Ha Long Bay, Ninh Binh, Sapa, Da Nang, Hoi An, Hue, Da Lat, Nha Trang, Phu Quoc, and other listed areas. Availability still depends on each guide’s dates and coverage.

Yes. You can browse guides by language, and each profile lists the languages offered. Proficiency, professional specialization, and business interpreting experience vary. Explain any meeting, terminology, or specific language requirements before booking and ask the guide to confirm suitability.

VietGo currently does not sell a standalone airport transfer product. Check relevant city or attraction pages for a suitable listed partner service, if available. After booking a guide, you may also ask for transport suggestions or help contacting a local provider based on arrival time, group size, and luggage. Confirm price, vehicle, cancellation terms, and responsibility directly with the actual provider.

VietGo does not operate its own vehicle fleet, but some city and attraction pages feature partner car-charter providers. You may also tell your guide the vehicle type, group size, luggage, route, and hours needed and ask for arrangement suggestions. The vehicle is a third-party service; confirm the quote, insurance, cancellation terms, and fulfillment responsibility with the provider before booking.

Choose a guide with interpreting or business accompaniment experience and describe the date, city, industry, meeting or exhibition, factory location, languages, duration, and specialist terminology. General escort interpreting differs from highly specialized or simultaneous interpreting, so provide enough information for the professional to confirm suitability and pricing.

Yes, you may submit a request with the number of days, city order, group size, budget, language, accommodation area, and preferred experiences. Guides respond according to their availability and coverage. Multi-city travel may require different guides and third-party transport providers. VietGo facilitates matching and does not sell package tours, so each service and fee must be confirmed separately.

For a Chinese-speaking guide in Ho Chi Minh City, the shortest 3-hour service generally starts at about VND 1,000,000 to VND 1,500,000. This is an introductory duration and starting range, not a fixed price. Each guide sets their own rates, which vary by language, date, experience, itinerary, group size, and duration. Refer to the guide’s profile and confirmed booking details.

For a Chinese-speaking guide in Hanoi, the shortest 3-hour service generally starts at about VND 1,000,000 to VND 1,500,000. This is an introductory duration and starting range, not a fixed price. Each guide sets their own rates, which vary by language, date, experience, itinerary, group size, and duration. Refer to the guide’s profile and confirmed booking details.

VietGo is a matching platform between travelers and local guides. Guides listed on the website register independently and publish their own services. Whether and how quickly a guide replies to a public message depends on the individual guide’s own schedule and preference; the platform cannot require every listed guide to reply to every public inquiry.

If you already have a formal booking, payment record, or your service date is approaching and you still cannot reach the guide, please email [email protected] or contact us through website support. We will help check the booking and matching status.

Registering an account is simple:

1. Click the "Login" button in the top right corner of the website
2. Select "Register New Account"
3. Fill in basic information: name, email, phone number
4. Set password
5. Verify email address
6. Complete phone number verification

After registration is complete, you can start booking guide services!

We process your information only as needed for matching, bookings, payments, notifications, and customer support, with safeguards described in our Privacy Policy. Do not enter passport numbers, credit card details, or other unnecessary sensitive information in public fields.

Solution for forgotten password:

1. On the login page, click "Forgot Password?"
2. Enter the email address used during registration
3. Check your email and click the password reset link
4. Set new password
5. Login with new password

If you don't receive the email, please check your spam folder or contact customer service for assistance.