Last updated: April 2026
How booking works
Submitting a service inquiry through our website does not constitute a confirmed booking. Your package is only confirmed once two things have happened: your deposit has been received in full, and we have reached out to confirm the details of your package with you directly.
We will contact you within 48 hours of receiving your inquiry to discuss your procedure, timeline, and recovery needs. At that point, we’ll outline your package options and provide a deposit invoice.
Deposit & payment
A 50% deposit is required to confirm your concierge package. This deposit secures your dates, initiates the coordination of your accommodations, and allows us to begin arrangements with local service providers on your behalf.
The remaining 50% balance is due on the day of your arrival in Vietnam, prior to the commencement of services. Payment instructions will be provided with your booking confirmation.
Accepted payment methods will be confirmed at the time of booking. All amounts are quoted and charged in US Dollars unless otherwise agreed in writing.
Cancellation policy
We understand that plans change — especially when surgery is involved. Life happens, timelines shift, and we don’t make this harder than it needs to be.
Cancellations made 14 or more days before your arrival date: Your deposit will be credited in full toward a future booking. Credits are valid for 12 months from the date of cancellation and are non-transferable.
Cancellations made within 14 days of your arrival date: Your deposit is forfeited in full. This policy exists because within 14 days, we have already committed to accommodations, nursing arrangements, and other non-refundable logistics on your behalf.
To cancel, contact us in writing at hello@eastbridgecare.com. Your cancellation is effective from the date we receive and acknowledge your written request.
Rescheduling
If you need to reschedule your arrival date, contact us as early as possible. We will make every reasonable effort to accommodate date changes without penalty, subject to availability of your requested services.
Rescheduling requests made less than 7 days before arrival may not be accommodatable and may be treated as a cancellation under the policy above.
Modifications to your package
Additions or upgrades to your package can be made at any time prior to your arrival, subject to availability and additional payment. Reductions to your package after the deposit has been paid may not result in a partial refund, as service commitments may already be in place.
If East Bridge Care needs to modify your package due to circumstances outside our control — including supplier unavailability, force majeure, or safety concerns — we will notify you promptly and offer comparable alternatives or a credit toward a future booking.
No-shows
If you do not arrive on your confirmed date and have not communicated with us in advance, your booking will be treated as a same-day cancellation and your deposit will be forfeited. If you anticipate a delay or change in travel plans, please notify us as soon as possible so we can hold your arrangements.
East Bridge Care cancellations
In the rare event that East Bridge Care must cancel your confirmed booking — due to circumstances beyond our control — we will provide a full refund of your deposit or offer to reschedule at no additional cost. We will notify you as soon as possible and work with you to find the best resolution.
Questions about any of our policies? Reach out at hello@eastbridgecare.com and we’ll address the matter directly.