General Terms
(Last updated: 08/06/2026)
These General Terms are applicable to Customers performing one, several, or all of the following actions: accessing, creating, using Account; booking, purchasing Ticket via Sun World Ticket Sales Channels and/or visiting, buying, using Ticket, Other Product at the Parks.
A. DEFINITIONS
1. Sun World: Sun World Holding Limited Liability Company (Enterprise Registration Number: 0401805040).
2. Parks: parks, amusement parks, entertainment complexes, and other models under the Sun World brand, including but not limited to: Sun World Ba Na Hills, Sun World Fansipan Legend, Sun World Hon Thom, Sun World Ba Den Mountain, Sun World Cat Ba, Sun World Ha Long, Sun World Sam Son, Sun World Ha Nam, Sun World Vung Tau, and other Sun World-branded parks or models that are put into operation from time to time and published on Sun World Website.
3. Operators: companies/branches directly managing, operating, and conducting business of Parks.
4. Sun World Ticket Sales Channels: the website https://sunworld.vn/ ("Sun World Website") and/or other Ticket-selling websites, applications, counters and methods belonging to Sun World, Operators.
5. Other Distribution Channels: distribution channels that resell Ticket not belonging to Sun World or Operators, including but not limited to: agents, travel companies, tour guides, partners, other organizational customers of Sun World, etc.
6. Ticket: the entrance tickets, cable car tickets, tickets for games, food, or other products and services at the Parks.
7. Other Product: other separate services and goods which the Operators directly provide, sell at stores at the Parks.
8. Customer: individuals or organizations performing one, several, or all actions: accessing, creating, using Accounts; booking, purchasing Ticket via Sun World Ticket Sales Channels and/or visiting, buying, using Ticket, Other Product at the Parks.
9. Order: the set of detailed information of each transaction arising each time the Customer purchases Ticket on Sun World Ticket Sales Channels or Other Product at the Parks, including main information such as: type of Ticket/Other Product, usage time, quantity, payment amount, and other related information.
10. Account: the Customer's account created on Sun World Ticket Sales Channels to conduct transactions.
B. GENERAL PROVISIONS
1. The contents, regulations, and policies referenced in this General Terms are an integral and inseparable part of this General Terms, and this General Terms are an integral and inseparable part of any contract or agreement regarding provision and buying, using Ticket, Other Product established between Sun World, Operators and the Customer ("Contract"). In case of any inconsistency between this General Terms and any other provisions relating to the same subject matter, the provisions of this General Terms shall prevail, unless:a. otherwise stipulated in the Contract signed between Sun World, Operators and the Customer, the provisions of the signed Contract shall be prevailed;b. other regulations explicitly state such regulation be prevailed.
2. The Customer agrees and acknowledges that by accessing or conducting activities or transactions on Sun World Ticket Sales Channels or/and Customer are provided with or referenced to this General Terms before the Customer performs one, some or all of the actions of accessing, creating, or using the Account; booking or purchasing Ticket on the Sun World Ticket Sales Channel; or visiting, buying, using Ticket, Other Product at the Parks, then the Customer will have read, understood and accepted all relevant provisions of this General Terms. Sun World reserves the right to change, amend, add or remove any part of this General Terms from time to time. Such changes shall take effect immediately upon official update on the Sun World Website without prior notice to Customer.
3. If any provision of this General Terms is concluded invalid or unenforceable in whole or in part by a competent authority, the validity of the remaining provisions shall not be affected. The invalid provisions shall be adjusted in accordance with Vietnamese law.
4. For Customer signing the written Contract regard to purchasing/re-distributing the Ticket, in addition to this General Terms, such Customer have to comply with and perform other rights and obligations as stipulated in the Contract signed between Sun World, Operators and the Customer.
5. Other Distribution Channels are responsible for providing, referencing and citing the contents and provisions in this General Terms to Customer purchasing or receiving Ticket from such channels before they purchase or receive Tickets; simultaneously, Other Distribution Channels have tools and functions to record and ensure that the Customer agree to this General Terms before purchasing or receiving Ticket. Other Distribution Channels are solely responsible to the Customer for any issues arising from the Customer not being provided with this General Terms.
6. Sun World is authorized by the Operators to establish and announce relevant regulations when the Customer visit or buying, using Ticket, Other Product at the Parks. Therefore, this General Terms not only establish, regulate, be applicable for resolving the rights and obligations between Sun World and the Customer but also simultaneously between the Operators and the Customer.
7. This General Terms and all issues arising between Sun World, Operators and the Customer shall be interpreted and governed in accordance with Vietnamese law.
C. INFORMATION OF TICKET, OTHER PRODUCT AND PRICES
1. Detailed information about Ticket and Ticket price are published on Sun World Website and/or at the Parks. If further information, contact, complaints, feedback or quality comments are required, Customer shall contact Sun World Customer Service Channels published on the Sun World Website.
2. Related information about Other Product are listed directly at the stores at the Parks.
3. Customer should understand and be fully aware of all information regarding Ticket, Other Product and its prices before purchasing and making payment. Once the Customer purchase and pay, it signifies that the Customer understand, is aware of, and accepts the standards and quality of the products, services and goods that the Parks are providing to all Customer.
D. ACCESSING AND USING OF SUN WORLD TICKET SALES CHANNELS
During the process of accessing, creating, using Accounts; booking, purchasing Ticket and carrying out related transactions on the Sun World Ticket Sales Channels, the Customer shall comply with and ensure that:
1. The Customer has full conditions and shall take full responsibility for its civil act capacity, legal capacity, and possesses all permits, consents, approvals, authorizations, licenses, etc. from competent authorities and the Customer's legal representative to perform the accessing, creating, using the Account; booking, purchasing, receiving and the execution of related transactions on the Sun World Ticket Sales Channels. Sun World/Operators (corresponding to the buying channel) shall have the right to request the Customer to provide relevant records and documents to verify the Customer's information, conditions and capacity. For the avoidance of misunderstanding, Sun World and Operators's request for the Customer to provide such records and documents is solely for the purpose of review to better ensure the Customer's conditions and capacity and to mitigate risks for Sun World and Operators, and shall not give rise to any responsibility of Sun World, Operators regarding the Customer's conditions or capacity base on the law.
2. The Customer must provide complete, truthful and accurate information and shall not be permitted to use or falsify information of any other individual or organization.
3. The Customer shall maintain the confidentiality of Account information and passwords and shall be solely responsible for managing and controlling the assignment and authorization of personnel representing the Customer to use the Account and conduct transactions on the Sun World Ticket Sales Channels.
4. The Customer shall be responsible for all transactions and transaction data arising under the Customer's name or from the Account, as well as any consequences arising in connection with the disclosure of Account information or passwords.
5. In the event that the Customer detect any indication that the Account is being infringed, misappropriated or used beyond the Customer's permitted scope, the Customer must immediately notify Sun World/Operators (corresponding to the buying channel) so that Sun World/Operators is informed and can coordinate to prevent such violations.
6. Except for the rights of distributing, re-providing and using Ticket in accordance with the Contract and the law, the Customer are not permitted to use any information, data, software, services, or products obtained through the Sun World Ticket Sales Channels to carry out any of the following acts without the prior written consent of Sun World, including but not limited to: modifying, copying, displaying, operating, reproducing, publishing, licensing, creating links, transferring, conducting commercial activities, creating independent articles or information for posting, distributing or retransmitting.
7. The Customer must comply with all applicable laws and regulations on information technology, transactions, electronic payments, as well as other relevant legal regulations in the online platform.
E. BUYING, PAYING AND RECEIVING OF TICKET, OTHER PRODUCT
1. Before paying for the Order, the Customer shall carefully check all information of the Order. Once the Customer proceeds with payment, the Customer is deemed to have accepted the terms, the Customer shall be deemed to have accepted and agreed to comply with all regulations, policies, instructions, guidelines, conditions, terms, and notices published on the Sun World Website, including but not limited to this General Terms.
2. Unless otherwise provided, the Order shall take effect when it is confirmed and accepted by Sun World/Operators (corresponding to the buying channel) and payment has been received.
3. Paymenta. To ensure security during the payment process, the Customer shall note the following:(i) Follow the correct procedures and instructions during the payment process as guided in this General Terms, on the Sun World Ticket Sales Channels and at each payment step;(ii) In the case of online payment, the Customer shall only perform payment via the payment windows that appear from the Sun World Ticket Sales Channels during payment step provided by intermediary payment service providers. The Customer only make payment using the prescribed payment methods and when possessing card types/payment accounts/e-wallets compatible with the list proposed during the payment step.(iii) When paying via direct bank transfer or cash, Customer must follow the instructions of the Sun World/Operator's responsible staffs (corresponding to the buying channel) and must carefully check that the beneficiary's name matches that of Sun World/Operators.(iv) Use and safeguard cards, account information and card details carefully and bear responsibility in the event of any disclosure of such information due to the Customer's fault;(v) Except where expressly approved in writing by Sun World/Operators (corresponding to the buying channel), the Customer have to make payment using an account, payment card, e-wallet and/or any payment source registered under Customer's ownership;(vi) In the event the Customer use an account, payment card, e-wallet and/or any payment source that is not owned by the Customer and not approved by Sun World/Operators (corresponding to the buying channel) as stipulated in above point (v), such act shall be deemed a material breach, and if Sun World/Operators detect, then have the right to immediately terminate the Contract and/or apply relevant sanctions;(vii) The payment obligation shall only be considered fulfilled when the payment amount is credited to Sun World/Operators's account and no related complaints or disputes arise thereafter;(viii) In all cases, including those approved by Sun World, the Customer shall bear all risks and assume full responsibility for any complaints or disputes related to the transparency and origin of the payment source.b. In the event that any payment fees (if any) are incurred in the total payment amount, these are payment fees charged by the bank/card issuer/payment intermediary provider to the Customer. These payment fees are not included in the cost of the Ticket, Other Product. The Customer shall review and decide whether to pay the additional payment fees or change to different payment methods.c. In the event of any issues arising during the payment process, the Customer should immediately contact Sun World/Operators (corresponding to the buying channel) or the bank/card issuer of Customer for review and resolution in accordance with applicable regulations.
4. Upon receiving the Ticket, Other Product, Customer should immediately check related information to ensure accuracy with the Order which the Customer purchase and pay for. Within no more than 30 (thirty) minutes from the time of payment completion, if the Customer does not receive the Ticket, Other Product or the Order contains incorrect information, please notify Sun World/Operators (corresponding to the buying channel) so that Sun World/Operators can promptly handle the issue. After this period, if the Sun World/Operators does not receive notification from the Customer, Sun World/Operators has the right to refuse to resolve without incurring any liability, unless Sun World/Operators assesses by itself that Customer's information are proper.Ticket Delivery Method: We will send the electronic ticket to the email address provided by the customer during the ticket booking process.
5. Sun World/Operators (corresponding to the buying channel) shall have the right to cancel confirmed Order in the following cases:a. When Customer shows signs of violating Sun World/Operators's regulations when entering to the Contract or breaching of Contract;b. The Order are created, confirmed on the basis of or affected by Technical Errors and/or Data Errors as described in Section F.2 of this General Terms;c. Other cases as stipulated by law and the Contract.
6. In the event that a confirmed Order is canceled in whole or in part, the amount paid by the Customer corresponding to the canceled portion of the Order shall be refunded to the Customer in accordance with Sun World, Operators's policies applicable at the any given time. Ticket are received by the Customer corresponding to the canceled portion of the Order shall no longer be valid for use.
7. In the event of refusal to perform a transaction, Sun World/Operators (corresponding to the buying channel) shall notify the Customer via the email address/phone number provided by the Customer upon registering/providing, and shall refund the payment related to the refused transaction that the Customer has paid to Sun World/Operators within a maximum period of 30 (thirty) working days.
8. Unless otherwise regulated in the Contract, at the Order booking time, the Customer have the right to request issuance of an invoice and shall receive a valid financial invoice for the Order in accordance with regulations. The Customer shall be responsible for providing complete and accurate invoice information. Sun World, Operators shall not support any request for change or amendment to invoice information after the invoice has been issued. Note: In all cases, Sun World, Operators do not support splitting or merging multiple Order for the purpose of issuing invoices for such splited/merged Order.
F. TECHNICAL ERRORS, DATA ERRORS
1. Sun World, Operators shall use reasonable efforts to maintain the normal operation of the Sun World Ticket Sales Channels. However, Sun World, Operators do not guarantee that: (i) the functions and supporting tools provided on the Sun World Ticket Sales Channels will be uninterrupted, no errors; (ii) the Sun World Ticket Sales Channels will be free from cyberattack, external interference, viruses, malware, or other harmful components; and/or (iii) all data provided on the Sun World Ticket Sales Channels is accurate and free from errors arising during data creation.
2. In the event of technical incidents stipulated as section (i) and (ii) above ("Technical Errors"), or in the event of errors in data published on the Sun World Ticket Sales Channels stipulated as section (iii) above ("Data Errors"), Sun World, Operators shall use reasonable efforts to remedy the Technical Errors or correct the Data Errors as soon as possible.
3. Except for the obligation to refund the received payment, Sun World, Operators shall not be liable for any loss or damage incurred by the Customer, whether direct or indirect, arising from or related to Technical Errors and/or Data Errors.
G. USE, REFUND, CANCELLATION AND CONVERSION OF TICKET, OTHER PRODUCT
1. Except for special Ticket stipulated on its, each Ticket is valid for single use only; accordingly, the Customer shall not disclose the Ticket's information and code to prevent it from being known and used by others.
2. Purchased Ticket are non-refundable, non-extendable, and non-convertible to other types of Tickets in any form, except in cases of force majeure events and/or due to the fault of Sun World/Operators (corresponding to the buying channel), and/or where otherwise provided under the policies of Sun World, the Operators applicable from time to time.
3. Other purchased Product cannot be returned except in cases where the Other Product is defective or the information is incorrect will be considered and resolved if the Customer notifies or complains immediately at the time receiving/being provided Other Product.
4. Sun World, Operators shall have the right to cancel the validity of Ticket without compensation in respect of Ticket obtained by the Customer from illegal sources.
5. Sun World, Operators shall only be directly responsible for handling the refund, extension, or conversion of Ticket that are purchased directly by the Customer from Sun World, Operators. For Ticket purchased or received by the Customer from Other Distribution Channels, the Customer must directly work with such Other Distribution Channels to resolve the matter except for certain cases arising directly at the Parks that require prompt consideration and handling by Sun World, Operators to ensure the rights and interests of Customer.
6. The Operators shall have the right to refuse entry and/or refuse service to the Customer, and Sun World/Operators (corresponding to the buying channel) shall not refund the Ticket value nor bear any liability if the Customer do not carry the Ticket in accordance with regulations. The form of the bringed Ticket (paper, electronic, etc.) must correspond to the type of Ticket purchased by the Customer.
7. The Parks may be closed, postponed, or temporarily suspended due to the Force Majeure Events. In such cases, the Customer need to remain calm and wait for announcement and guidance from Sun World, Operators. If such closure, postponement, or suspension of services of the Parks results in the Customer being unable to use the main service stated on the Ticket, the refund, extension, or conversion of Ticket shall be implemented in accordance with the policies of Sun World, Operators applicable at the relevant time.
8. For clarification, the Force Majeure Events are events that occur in an objective manner which is not able to be foreseen and remedied by all possible necessary and admissible measures being taken, including but not limited: natural disasters; weather; epidemics, fires, explosions, earthquakes, tsunamis and other natural disasters; riots, wars, national emergencies, terrorism, disturbances, strikes; sanctions, embargoes, changes in policies and laws by competent authorities; operational situation, maintenance requirements to ensure safety or other similar causes leading to the Parks have to close/temporarily close in whole or in part, seriously affecting the Parks performance of the Contract or provision of service.
9. Unless otherwise agreed between Sun World, Operators and the Customer, the Customer are not permitted to sell any products or services (including Ticket) within the Parks, at the entrance gates, surrounding areas, or within the management scope of the Operators without prior written consent from Sun World or the Operators.
10. In case of violation, the Operators shall have the right to cancel, refuse recognition, or prohibit the use within the Parks of any Ticket, products, or services sold by the Customer in such circumstances.
H. PERSONAL DATA PROTECTION POLICY
1. The Customer agrees to allow Sun World, Operators to collect and use the Personal Data (personal information, images, …) of Customer that are obtained during the process of accessing, creating; using Account; booking, purchasing Ticket; visiting, buying, using the Ticket, Other Product at the Parks, for the purposes of executing and performing the Contract, improving service quality, promotion, communication, statistical purposes, and/or providing such information to Sun World's or the Operator's service providers, contractors, and professional advisors, and/or for other purposes, provided that such use is not contrary to the Personal Data Protection Policy posted at below link.
Link of the Personal Data Protection Policy: https://sunworld.vn/privacy-policy
2. The Customer is requested to carefully read and decide whether to agree with the detailed contents of the Personal Data Protection Policy before agreeing to this General Terms or before commencing any activity involving accessing, creating, using Account; booking, purchasing Ticket; visiting, buying, using Ticket, Other Product at the Parks. Once the Customer agree to the contents of this General Terms or performs any activity involving accessing, creating, using Account; booking, purchasing Ticket; visiting, buying, using Ticket, Other Product at the Parks, it signifies that the Customer agree to the content of Personal Data Protection Policy and use of the Customer's Personal Data arising correspondingly.
I. GENERAL REGULATIONS WHEN VISITING, BUYING, USING TICKET AND OTHER PRODUCT AT THE PARKS
1. Customer's acceptance of risks and release of liability of Sun World and Operators in certain cases arising in certain unforeseen circumstances. Detailed:The Customer acknowledges and understands that the Parks include services and thrill rides which may not be suitable for individuals who do not meet requirements in terms of height, weight, physique, body build, or for persons with health conditions, elderly persons, and children. In addition to the physique, body build and health requirements posted at the control gates of each service and ride, the Customer commits and warrants that he/she does not suffer from any musculoskeletal, cardiovascular, respiratory, or other medical conditions that may be aggravated when experiencing the services and rides; do not join the rides while under the influence of alcohol, drugs, or substances that impair your ability to control behavior. By purchasing Ticket, the Customer agree to bear responsibility and shall not hold Sun World, the Operator, or operating staff and instructors liable for any risks, damages, or losses arising during or after participation in the rides that are not caused by the fault of Sun World, the Operator, or such personnel, including but not limited to:a. Impacts on health, mental condition, or life caused by the Customer's failure to meet health and physical requirements and/or due to medical conditions incompatible with the rides or services;b. Damage to or loss of the Customer's property carried on his/her person due to failure to comply with instructions and regulations of operating staff and instructors;c. Other losses or damages not caused by the fault of Sun World, Operator, or operating staff and instructors.
2. The Customer acknowledges that the information provided is accurate and assumes responsibility for any consequences arising from providing incorrect information.
3. The Customer is not permitted to bring into the Parks any weapons, dangerous objects, explosives, hazardous chemicals, or any tools, materials, or substances capable of endangering human life, health, the environment, or property.
4. The Customer shall visit the Parks and participate in rides and services in a civilized and polite manner, and shall not engage in acts, gestures, or speech that are aggressive, disorderly, noisy, or disruptive to the Parks and other persons.
5. The Customer is not permitted to smoke, consume alcohol, or use other stimulants in restricted areas.
6. The Customer shall not litter and must comply with environmental hygiene regulations applicable within the Parks.
7. The Customer shall read and comply with all signs, instructions, internal rules, regulations, and requirements applicable to Customer posted within and outside entrance gates of the Parks, ticketing areas, ride control gates, and/or on the Sun World Website. The Customer is also obliged to comply with the instructions of operating, guiding, and service personnel to ensure order, safety, and proper service delivery.
8. If the Customer fails to read or comply with such signs, instructions, rules, or fails to follow staff instructions resulting in accidents, injuries, or any losses, Sun World and the Operators shall not bear any responsibility.
9. The Customer shall not communicate, publish information, or engage in any acts or statements that convey false or incomplete information about Sun World, the Operator, and/or the Parks that may adversely affect their image, reputation, or brand.
10. Consequences of violations:In addition to liabilities under Vietnamese law and the Contract between the Customer and Sun World/Operators, if the Customer is found to have committed any violation, Sun World, Operators shall have the right to:a. Request the Customer to leave the Parks without refunding the Ticket price. At the same time, Sun World, Operators may prohibit the Customer from entering the Parks in the future. Furthermore, Sun World, Operators may prohibit the Customer from entering other Parks without refunding Ticket payments and/or bearing any other liability; and/orb. Require the Customer to compensate for all damages caused to the Parks and any related third parties (if any), and request competent authorities to handle violations in accordance with Vietnamese law.
J. DISPUTE RESOLUTION
1. Responsibility for handling complaints and disputes: Depending on the nature of the issue, the responsible party for handling complaints and disputes with the Customer is determined as follows:a. Sun World/Operators (corresponding to the buying channel) is responsible for issues relating to accessing, creating, using Account; booking, purchasing, receiving Ticket on the Sun World Ticket Sales Channels, and issues relating to the use value of Ticket directly provided by Sun World/Operators;b. Other Distribution Channels are responsible for issues relating to the purchasing and use value of Ticket directly provided by such channels;c. The Operators are responsible for resolving issues related to the quality of services and products stated on Ticket, as well as any problems arising when Customer visit, use Ticket, buy and use Other Product at the Park.
2. The Customer shall directly resolve conflicts, disputes, and claims with other Customer (if any) arising before or during visits the Parks that are not caused by the fault of the Operators. The Operators may participate if deemed necessary or at the request of competent authorities as a witness, or for providing relevant information and images.
3. Where the Customer purchases or uses products/services from shops or kiosks operated by partners or tenants within the Parks, such transactions and related issues shall be governed by the policies of those shops/kiosks. In case of disputes, such partners/tenants shall be directly responsible for resolving the matter with the Customer, while the Operators acts only as an intermediary to ensure balanced interests among the parties.
4. In the event of any dispute, the parties shall resolve it through negotiation in good faith and mutual respect of rights and interests. If within 03 (three) months from the date one party receives a written request for negotiation from the other party the dispute is not resolved or cannot be resolved, either party shall have the right to submit the dispute to a competent court in Vietnam.
5. During the dispute resolution process, except for parties involved in resolving the dispute (such as courts, lawyers, etc.), the Customer undertakes not to provide information about the case to any third party. If the Customer discloses information to any third party leading to misunderstanding or adversely affecting the image, reputation, or brand of Sun World, Operators and/or the Parks, the Customer shall be liable for compensation and other liabilities in accordance with law.