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Frequently Asked Questions

Activity Booking

A receipt for your booking will be automatically e-mailed to you when you place your reservation. If you need the details of your bookings, please use the 'Retrieve Bookings' link on the menu bar of any page on mekongleisure.com. You will be asked to enter your Booking Reference and Email Address (the email that you used to make your booking with us).

Activities which are indicated as "Instant Confirmation" are instantly confirmed and you will receive a Email Voucher with the operator’s contact information within five (5) minutes while Activities that are "On Request" typically takes from one (1) to three (3) work days to confirm. In the event that you do not receive an email from us, please check your Spam folder or notify us via email. In a rare case that you haven't received the e-voucher, do reach out to us at enquiries@mekongleisure.com or call our hotline.

Activities that are "On Request" typically take from one (1) to three (3) work days to confirm. We will need to contact our operator(s) to re-confirm the availability of the activity and in most cases, the booking can be confirmed. The total price of the booking is being authorized and on hold and in the event that Mekong Leisure can confirm the activity, we will proceed to charge the full amount to your credit card. You will also receive an email voucher and receipt to confirm that activity.

However, in rare cases, if our supplier(s) is unable to confirm the activity, we will not charge the cardholder and no transaction relating to Mekong Leisure will appear on the cardholder’s statement. This information will be provided to you during the purchase process and you will need to agree with the terms of conditions of the order to complete the booking process.

In most cases, there are no additional fees to be paid to the local operator unless it is clearly stated in the Exclusions and Additional Information sections of your Voucher. These surcharges are displayed clearly prior to you making the booking and also in your Voucher and typically are for extras paid for Entrance Fee(s), additional hours used for vehicle rental over the stipulated time, or a surcharge imposed for late nights or early morning airport arrivals.

For all tours, activities, and transport, your voucher is only valid on the date you selected when booking. Please check the 'How To Use' section on the activity page or your voucher details to check the conditions of the voucher.

You will receive two separate emails:

  1.  A voucher summarizing your online order with all information on how to redeem to the voucher:
    1. Meet on Location.  Mekong Leisure will provide you with the meet up location address and the operator’s contact information.  Please contact the operator directly if you are unable to locate the guide and/or driver.
    2. Hotel Pickup and/or Airport Transfer Included.  Please include your hotel details at the time of booking and the local operator will meet you at your indicated location.  Mekong Leisure will provide you with the operator’s contact information in your Voucher.  Please contact the operator directly if you are unable to locate the guide and/or driver.
  2.  A receipt of your online order listing the items your booked including the quantity, unit price, sub-total and total price of the activity

If you need the details of your bookings, please use the 'Retrieve Bookings' link on the menu bar of any page on mekongleisure.com. You will be asked to enter your Booking Reference and Email Address (the email that you used to make your booking with us).

In your Voucher, you will receive the address and Google Map (not available for users in China) of the activity location and also the operator’s contact information. Check the 'How to Use' section in the activity details and on your voucher for more information on the activity location and tips on how to get there. Please contact the operator directly or Mekong Leisure if you are unable to locate the meet-up location.

Need to add a traveler, change the date, or make another adjustment? In most cases, you can change your booking up to 24 hours before your activity. However, please check the "Terms and Conditions" section of your ticket for the detailed policy for your specific activity. Please email enquiries@mekongleisure.com and we will do our best to make the changes for you.

Payment Process

Mekong Leisure Travel displays and charges activity prices only in United States Dollar (USD), Mekong Leisure Travel does not charge any service fees or additional fees. If for some reason you see any extra fees on your credit card statement, please check with your credit card issuer.

At the check-out page, you will be provided the quantity, charge type, unit price, sub-total and total price of the booking. The merchant on record in this case, Mekong Leisure will charge the total amount to the card holder and it will be reflected in the credit card statement.

You may choose to pay by credit/debit card (Visa and MasterCard). As Mekong Leisure is an online platform, unfortunately we do not accept cash payments.

Full payment in USD will be charged to your credit card when you book any activity and/or package. If you are a non-USD cardholder, please be aware that your bank may charge you an additional conversion fee. This means that the amount you see on your credit or bank card statement (Merchant on Record is Mekong Leisure) may be in your local currency and therefore a different figure than the Total Price shown in your email receipt. If you have any questions about this fee or the exchange rate applied to your booking, please contact your bank.

Your personal information are encrypted for transmission using Secure Sockets Layer (SSL). Mekong Leisure never stores cardholders information on our servers. You can be safe in the knowledge that we're using third party secure payment gateways to process your payment and our online payment gateway complies with the highest standard of PCI (payment card industry) compliance.

Please check that you have sufficient funds in your card or try a different card. If you are still experiencing problems, please contact our Help Desk or email enquiries@mekongleisure.com.

Under our standard work flow process, Mekong Leisure will only send out one receipt. The error might be due to a system hiccup from our online payment gateway provider. Please email enquiries@mekongleisure.com with details of your booking and we will confirm how many bookings we have received.

Cancelations & Refunds

In most cases, all of Mekong Leisure’s activities sourced from third-party operators cannot be cancelled and are Strictly Non-Refundable. Kindly email indochina@mekongleisure.com with any supporting documents and reasons for canceling the booking.

While we strive to make sure that your activity is perfect, we understand that things may not go as planned in rare circumstances. Please check the cancelation details of your activity to see if you are eligible for a refund. In the rare case that an operator for an activity that you have booked is canceled, we will give you the option of booking an alternative date or requesting a full refund.

If your refund request is approved, please note it may take approximately 21 business days from the date the refund is processed to appear on your statement, depending on your financial institution.

For other changes or refund enquiries, please call our support team or email indochina@mekongleisure.com.