Policies & terms

1. About Duhaus

duhaus.vn is managed and operated directly by Nha Nam Household Business — 48/9A Ho Bieu Chanh, Phu Nhuan Ward, Ho Chi Minh City.

• Contact: +84 909 601 094 (Phone/WhatsApp/Zalo) | Email: booking@duhaus.vn
• Please note: This is Duhaus's own direct booking website, not a marketplace. No third party lists or sells services here.

2. How booking works

By sending a request through this website, you agree to Duhaus's policies. Booking takes six quick steps:

1. Choose your room & dates: The system shows available rooms with the total cost for the whole stay.
2. Check the details: Review your booking and enter a promo code (if you have one).
3. Send the request: Fill in your details and how we can reach you.
4. Duhaus confirms: We reply by email/message within minutes. (Please note: a booking is only confirmed once Duhaus confirms it; pressing send on the website is only a request.)
5. Payment & holding your room: Please see Section 3 below.
6. Check-in: Before your arrival date, Duhaus sends you a detailed guide link (address, door code and how to let yourself in).

Duhaus may decline or cancel a request if the information you provide is inaccurate, the room has already been taken, or for reasons beyond our control. If Duhaus cancels, you receive a 100% refund of everything paid.

3. Rates & payment

• Room rate: An all-inclusive price (VND) covering electricity, water, wifi and laundry. Duhaus commits to charging no extra surcharges or platform fees. The price is fixed the moment Duhaus confirms and will not change.
• Housekeeping: Your room is always cleaned before you arrive. Stays of 7 nights or more include one free mid-stay clean. For additional cleans, please let us know in advance (we'll quote the fee).
• Payment: Bank transfer via QR code (VietQR/Napas 247) or the account details sent with your confirmation. The website never stores your card or account details.
• Deposit: A deposit of at least one night's rate is required to hold your room. The balance is paid before or on your arrival day. For short stays, you may pay in full from the start.
• Please note: Your room is only held once Duhaus receives the deposit. If payment is overdue, Duhaus will remind you once before releasing the room to other guests.

4. Changes, cancellation & refunds

For any change to your plans, please message or email Duhaus. Timing counts from the moment we receive your notice.

• Changing dates: With 3 or more days' notice, Duhaus will help you move your dates subject to availability (any price difference applies at the rate on the day you change). Within 3 days of check-in, the cancellation rules below apply.
• Extending your stay: Subject to availability, at the rate applying when you extend (which may differ from your original rate).
• Cancellation:
• 7 or more days before arrival: 100% refund.
• 3 to under 7 days before arrival: 50% refund.
• Within 3 days of arrival: No refund.
• No-show: If you don't arrive and haven't told us, the booking is cancelled, no refund is given and the room is released to other guests.
• Shortening your stay: No refund for nights not used (unless both sides agree otherwise).
• Public holidays and Tết (per the national calendar): No date changes; cancellations are non-refundable in all cases.

Refunds are transferred within 28 working days (any bank transfer fee is borne by the guest). In cases of force majeure (natural disaster, epidemic…), both sides will discuss moving your dates or arranging the fairest possible refund.

5. Check-in/out & house rules

• Times: Check-in from 14:00 | Check-out before 12:00. The house uses a keypad lock, so you can check yourself in at any hour. For an early check-in or late check-out, please message Duhaus in advance.
• Stay requirements: Guests checking themselves in must be 18 or over (under-18s need an accompanying adult or a guardian's written confirmation). Every guest must send a photo of their ID (national ID/passport) so Duhaus can register your stay as the law requires.
• House rules: No more guests than registered; quiet after 22:00; no smoking indoors; no pets and no parties. Guests are kindly asked to cover the cost of any damage to the property.
• Finding us: The house is down a lane, so you'll receive a detailed map. If you have trouble finding it, call Duhaus right away for help. We regret that we cannot take responsibility if you don't find the house and don't contact us for directions.

6. Protecting your personal data

• What we collect: We store your contact details, stay dates, ID photos (during your stay), anonymous website usage data and security camera footage. The website only uses browser storage (localStorage) to remember your language and dates; no advertising or tracking cookies.
• Security cameras: Installed only at the gate and in shared areas, for safety. There are absolutely no cameras in bedrooms or bathrooms. Footage is reviewed only after an incident or at the request of the authorities.
• Purpose: To confirm your booking, stay in touch, register your stay with the authorities and issue your receipts.
• Sharing & retention: Your information is shared only with the police (a legal obligation) and technical partners (servers, email systems). Duhaus commits never to sell or trade your data for advertising. ID photos are deleted automatically after check-out (30 days for passports, 90 days for national ID cards).
• Your rights: You may ask to see, correct or delete your personal data by emailing booking@duhaus.vn. Duhaus will handle your request within 7 working days.

7. Complaints

If anything falls short — the room, the bill, or how your data is handled — please don't hesitate to contact Duhaus directly. We're always ready to listen and put things right:

• Email: booking@duhaus.vn
• Phone / WhatsApp / Zalo: +84 909 601 094