TERMS AND CONDITIONS | CANCELLATION POLICY
TERMS & CONDITIONS — BOOKING, PAYMENT, CANCELLATION & INSURANCE
HA GIANG VISION SERVICE & TOURIMS CO., LTD (Công ty TNHH Dịch vụ & Du lịch Tầm Nhìn Hà Giang)
International Tour Operator Licence No. 31-097/2023/CDLQGVN-GP-LHQT
Enterprise Registration / Tax Code: 0202192921
Registered office: 135 Tung Dinh Street, Cat Hai Special Zone, Hai Phong City, Vietnam
Hanoi office: Quiri Hostel Hanoi, 25 Hang Luoc Street, Hang Ma Ward, Hoan Kiem District, Hanoi
Email: hagiangvision@gmail.com | Hotline / WhatsApp: (+84) 818 340 222
Version 2.0 — Effective from 26 August 2026. This version replaces all previous versions. The version applicable to your booking is the version published on this page at the moment you place your booking.
These Terms and Conditions (''Terms'') govern all tours and services booked with HA GIANG VISION SERVICE & TOURIMS CO., LTD (''Ha Giang Vision'', ''we'', ''us''). Please read them carefully. By ticking ''I agree to these Terms and Conditions'' and completing a booking, you enter into a binding travel service contract with us.
1. The Contract
1.1 Your travel service contract with Ha Giang Vision consists of: (a) these Terms; (b) the tour programme published on the relevant tour page of hagiangvision.com; and (c) the Booking Confirmation / Voucher we send to your email address after your deposit or full payment is received. Read together, these three documents contain the full agreement between us.
1.2 This contract is concluded electronically. Under the Law on Electronic Transactions and the Civil Code of Vietnam, a data message satisfying the applicable conditions has the same legal validity as a document in writing. These Terms, your electronic acceptance of them, and the Booking Confirmation together constitute the travel service contract in writing required by Article 39 of the Law on Tourism 2017.
1.3 We record and retain the fact and time of your acceptance of these Terms, together with the version of the Terms in force at that moment. You may request a copy of that record, and of your Booking Confirmation, at any time by writing to hagiangvision@gmail.com.
1.4 If you book on behalf of other travellers, you confirm that you are authorised to accept these Terms on their behalf, that you have given us their correct full names as shown in their passports, and that you are responsible for payment of the whole booking.
2. Prices, Taxes and Fees
2.1 Tour prices are shown on each tour page in Vietnamese Dong (VND). The USD figure shown alongside is an indicative conversion only; the VND amount is the amount that applies.
2.2 Value Added Tax. Prices displayed on tour pages are exclusive of VAT. Value Added Tax at the rate in force at the time of booking (currently 8%) is calculated and shown separately in your cart before you pay, and is included in the total you confirm.
2.3 Online card payment fee. Payments made online by card through OnePay are subject to a payment processing fee of 4% of the amount paid online. This fee is calculated and shown separately in your cart before you pay. It is charged by us to cover the card acquiring cost and is not refundable once the payment has been processed, except where we cancel the tour under clause 7.
2.4 The total amount displayed in your cart immediately before you confirm the booking — including tour price, VAT and the card payment fee — is the amount you agree to pay. No further charges are added by us afterwards.
2.5 Any fee charged by your own bank or card issuer, including foreign exchange and cross-border fees, is a matter between you and that institution and is not charged by, refundable by, or within the control of Ha Giang Vision.
3. Booking and Deposit
3.1 Deposit. To secure a booking, a deposit of 1,000,000 VND per person is required. The deposit forms part of, and is deducted from, the total tour price.
3.2 Confirmation. Your booking is confirmed only when we have received your deposit (or full payment) and have sent you a Booking Confirmation / Voucher by email. Submitting the booking form alone does not confirm a booking. If you do not receive the Booking Confirmation within 24 hours of payment, please contact us.
3.3 Balance. The remaining balance is payable at check-in at the Ha Giang Vision office before the tour begins, unless your Booking Confirmation states otherwise.
3.4 Failure to pay the deposit. If the deposit is not received within the period stated when you book, we may cancel the booking and release the place to other guests. We are not obliged to hold a reservation for which no deposit has been received.
3.5 Bus transfers. Where a bus transfer to or from Ha Giang is included, the operating company, vehicle type, cabin layout and seat position depend on availability and daily schedules and cannot be guaranteed. We will provide a transfer of an equivalent standard.
4. Cancellation by You
4.1 Deposit-only bookings. The deposit is a reservation and operational fee. If you cancel a booking on which only the deposit has been paid, the deposit is not refunded. This applies to cancellation for any reason attributable to you, including a change of travel plans, a missed flight or bus, late arrival at the departure point, illness, and visa or documentation problems.
4.2 Bookings paid in full through the website. Where the full tour price has been paid through the website, the following applies, calculated from the tour departure date stated in your Booking Confirmation:
- 7 or more days before departure — refund of 100% of the total booking value.
- 4, 5 or 6 days before departure — refund of 50% of the total booking value.
- 3 days or fewer before departure — no refund.
4.3 For the purpose of clause 4.2, the day of departure is not counted, and the number of days is counted from the date we receive your cancellation request in writing (email or WhatsApp).
4.4 Refunds under clause 4.2 are calculated on the tour price and VAT paid. The 4% online card payment fee under clause 2.3 is not refunded, as it has already been incurred.
4.5 After the tour has started. No refund is given once the tour has begun, including where you shorten the tour, leave the group, or choose to return earlier than scheduled. Unused services are not refunded.
4.6 Refunds are paid to the original payment method within 14 working days of our confirming the refund.
5. Changing Your Booking
5.1 Requests to change a tour date must be sent to us by email or WhatsApp and take effect only when we confirm them in writing.
5.2 Date changes depend on availability and operating conditions. We will use reasonable efforts to accommodate a request but cannot guarantee that every request can be accepted. Where a request cannot be accepted, clause 4 applies.
5.3 Where a date change is accepted, the deposit is transferred to the new date. Any difference in price between the original and the new date is payable by, or refundable to, you.
6. Changes to the Itinerary
6.1 Where severe weather, road conditions, traffic incidents, decisions of the competent authorities, or other circumstances affecting the safety of the group require it, we may modify the itinerary. We will provide services of an equivalent standard wherever possible.
6.2 Minor modifications of this kind do not give rise to a refund. Where a modification removes a material part of the tour and we cannot provide an equivalent replacement, we will refund the value of the part not provided.
7. Cancellation by Us, Weather and Force Majeure
7.1 If we cancel a tour before departure — including where weather or safety conditions make it unsafe to operate — you may choose either (a) to reschedule to another available date, or (b) a refund of 100% of all amounts you have paid to us, including the deposit and the 4% card payment fee. Clause 4.1 does not apply where we are the cancelling party.
7.2 Force majeure. Force majeure means an event beyond our reasonable control which we could not have foreseen or overcome despite taking all necessary and permissible measures, including natural disasters, floods and landslides, epidemics and pandemics, war or civil unrest, and decisions or restrictions imposed by the competent authorities.
7.3 Where a force majeure event prevents the tour from being performed, we are released from liability for non-performance to the extent provided by Vietnamese law, and we will offer you, at your choice: (a) postponement of the tour to an alternative date within 12 months; (b) a credit note for the amount paid, valid for 12 months; or (c) a refund of the amounts you have paid, less any third-party costs we have already irrecoverably incurred on your behalf. Where we rely on this clause we will state those costs to you in writing with supporting evidence.
7.4 Where a force majeure event interrupts a tour that has already begun, clause 7.3 applies to the unperformed part of the tour only.
8. Insurance
8.1 The insurance we provide. In accordance with Article 37 of the Law on Tourism 2017, Ha Giang Vision takes out a per-trip travel insurance certificate in your name, for the dates of your tour, with VietinBank Insurance (VBI), under VBI policy wording ''An tâm du lịch'' No. 1912/QĐ-VBI6 dated 30 June 2025. The benefits are:
- Accidental death or permanent total disability caused by accident — up to 30,000,000 VND per person.
- Death from illness — up to 15,000,000 VND per person.
Your certificate is issued in your name and is available from us on request. Please give us your name exactly as shown in your passport, your date of birth, your passport number and your own email address when you book — the certificate is issued from that information, and an insurer may decline a claim where the details given are not correct.
8.2 What this insurance does not do. This is a limited accident policy, not comprehensive travel insurance, and it is not a substitute for your own. In particular it does not pay hospital or medical treatment costs, ambulance or evacuation costs, or medical repatriation; and it does not cover trip cancellation or curtailment, loss, theft or damage to belongings, pre-existing medical conditions, or activities undertaken outside the tour programme.
8.3 Personal travel insurance — please read. Because the cover in clause 8.1 does not pay medical costs, we ask every guest to hold their own comprehensive travel insurance covering medical treatment, hospital costs, evacuation and repatriation for the whole time they are in Vietnam. Medical treatment after a road accident in a mountain province can be expensive and is payable by you.
8.4 Motorbike riding — important. If you choose to ride a motorbike yourself on a self-drive tour, you must hold a driving licence valid in Vietnam for the class of vehicle concerned. Most personal travel insurance policies exclude motorbike accidents where the rider does not hold a valid licence, and many exclude motorbike riding altogether unless it has been added to the policy. Please check your own policy before you travel, and add motorbike cover if it is not already included. We may ask to see your licence before allowing you to ride. Guests who prefer not to ride may book the same tour with an experienced local driver (Easy Rider option) at no change to the itinerary.
9. What the Price Includes and Excludes
9.1 Included — the services listed in the tour programme for your tour, which typically comprise transport by motorbike or car according to the itinerary, a local tour guide, accommodation in a hostel or homestay, the meals specified in the itinerary, entrance tickets to the attractions listed, insurance under clause 8.1, and operational support throughout the journey. The tour programme published on your tour page prevails over this general description.
9.2 Not included — drinks at bars and restaurants; meals not listed in the itinerary; personal shopping; tips for guides and drivers; activities outside the tour programme; personal travel insurance; visa fees; and any charges arising from damage caused by you.
10. Your Responsibilities
10.1 You must follow the instructions of the tour guide, comply with Vietnamese law and traffic regulations, and respect local communities and customs.
10.2 You are responsible for your personal belongings and for your own conduct during the tour. Subject to clause 11, we are not liable for loss of or damage to personal property.
10.3 You must inform us before booking of any medical condition, allergy, dietary requirement or reduced mobility that may affect your participation, so that we can advise whether the tour is suitable.
10.4 We may decline to allow a guest to continue on a tour where that guest's conduct endangers themselves, other guests or our staff, or where a guest is under the influence of alcohol or drugs while riding. In that case no refund is due for the unused part of the tour.
10.5 Leaving the tour early. If you leave the group or the vehicle during the tour without informing the guide, or choose to return earlier than scheduled, you will be treated as having voluntarily terminated the service. We are not responsible for any additional expenses you then incur and no refund is due for unused services.
11. Our Liability
11.1 We are liable for the proper performance of the services we have agreed to provide, in accordance with Vietnamese law.
11.2 We are not liable for loss or damage caused by your own act or omission, by the act or omission of a third party unconnected with the provision of the services and which we could not have foreseen or avoided, or by force majeure as defined in clause 7.2.
11.3 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our fault, or any other liability that cannot be excluded or limited under Vietnamese law.
12. Complaints
12.1 If a problem arises during the tour, please tell your guide immediately so that we can try to resolve it on the spot.
12.2 If the matter is not resolved, please write to hagiangvision@gmail.com within 30 days of the end of the tour, describing the problem and what you would like us to do. We will acknowledge your complaint within 3 working days and give a substantive reply within 15 working days.
13. Personal Data
13.1 We process your personal data in accordance with our Privacy Policy, which forms part of these Terms.
13.2 We collect and use your personal data to conclude and perform this contract, to arrange accommodation, transport and insurance, to comply with our legal obligations including guest registration with the local authorities, and — only with your separate consent — to send you marketing communications.
14. Photographs and Media
14.1 We may take photographs and video during the tour and use them to promote our services on our website and social media channels.
14.2 If you do not wish to appear in promotional material, please tell your guide at the start of the tour or write to us in advance, and we will not publish material in which you are identifiable. You may also ask us at any later time to remove material in which you appear.
15. Changes to These Terms
15.1 We may update these Terms. Any updated version is published on this page with a new version number and effective date.
15.2 Changes do not affect bookings already confirmed. The version in force at the moment you booked continues to apply to that booking.
16. Governing Law and Disputes
16.1 These Terms and your contract with us are governed by the laws of the Socialist Republic of Vietnam.
16.2 We will try in good faith to settle any dispute by negotiation. If a dispute cannot be settled within 30 days of written notice, it will be referred to the competent People's Court of Vietnam.
16.3 These Terms are published in English. Where a Vietnamese version is provided and there is a discrepancy, the Vietnamese version prevails in proceedings before a Vietnamese court or authority.
17. Contact
HA GIANG VISION SERVICE & TOURIMS CO., LTD
Email: hagiangvision@gmail.com
WhatsApp: +84 981 623 096 | +84 965 443 096
Hotline: (+84) 818 340 222
Website: https://hagiangvision.com