REGULATIONS

Safety, Insurance, and Force Majeure Policy

At Ha Giang Family Travel, the safety of our clients is our highest priority on every journey. Given the unique challenges of the mountainous terrain—including winding mountain passes, unpredictable weather conditions, and the nature of the activities offered in Ha Giang—we have established comprehensive policies covering safety, insurance, and *force majeure* events. These policies are designed to protect our clients, proactively mitigate risks, and provide clear protocols for handling any unforeseen situations that may arise.

  1. Safety principles

Every aspect—from product design, route selection, transportation, and accommodations to service providers, tour organization, and experiential activities—is guided by these core principles: safety before the journey, peace of mind throughout the experience, and meaningful connection for the whole family.

In all cases, safety requirements take precedence over completing the full itinerary or visiting all the planned attractions.

  1. Safety in itinerary design

Ha Giang Family Travel designs itineraries based on:

  • Terrain characteristics and route;
  • Travel time;
  • Weather conditions;
  • Ages of the members;
  • Children and the elderly;
  • Customer mobility;
  • The nature of each experiential activity;
  • Actual conditions at the destination.

For family-oriented itineraries, the schedule is carefully planned to include adequate rest periods, minimize long, continuous stretches of travel, and avoid activities that carry risks unsuitable for family members.

  1. Vehicle safety

Vehicles used to serve customers must meet the operational conditions stipulated by law, as well as the safety requirements set by Ha Giang Family Travel.

Ha Giang Family Travel prioritizes the following options:

  • A vehicle suitable for the number of passengers and the characteristics of the route;
  • Vehicles are inspected and maintained in accordance with regulations;
  • Drivers have appropriate licenses and experience traveling on mountain roads;
  • Do not accommodate a number of people exceeding the permitted capacity;
  • Do not require drivers to exceed speed limits or attempt to complete a schedule when traffic conditions do not allow for it safely;
  • Schedule appropriate breaks during long journeys.

In the event that weather conditions, traffic, or road conditions do not ensure safety, Ha Giang Family Travel reserves the right to require changes to the route, mode of transport, or travel schedule, or to suspend the journey.

  1. Safety for experiential activities

For activities involving physical exertion, challenging terrain, or a higher-than-normal level of risk, customers will be provided with guidance regarding participation requirements and necessary safety protocols.

Customers have the right to decline participation in any activity if they feel it is not suitable.

Ha Giang Family Travel reserves the right to request that a client refrain from participating in—or discontinue—an activity if it is determined that actual conditions may pose a risk to the client or others.

  1. Safe for children and the elderly

For families with children or elderly members, Ha Giang Family Travel prioritizes:

  • The itinerary includes appropriate travel times;
  • Appropriate rest stops;
  • Limit high-intensity activities;
  • Choose convenient accommodation;
  • Select activities appropriate for each age group;
  • Adjust the itinerary if family members show signs of fatigue or if it proves unsuitable for the actual conditions.

Children must be accompanied and directly supervised by a parent, guardian, or responsible adult throughout the journey.

  1. Customer safety responsibilities

The customer is responsible for:

  • Provide necessary information that directly affects the ability to participate in the journey;
  • Proactively communicate any special requirements that may need support;
  • Comply with the instructions provided by tour guides, drivers, tourist attractions, and service providers;
  • Use all required protective equipment when instructed to do so;
  • Do not engage in dangerous activities outside of the program on your own initiative;
  • Do not request that a driver or service provider engage in any action that violates safety regulations;
  • Take proactive steps to safeguard your personal belongings throughout the journey.

Customers should not participate in activities that they themselves deem unsuitable for their own capabilities.

  1. Travel insurance policy

Ha Giang Family Travel arranges or purchases travel insurance for clients in accordance with the tour program, service agreement, and applicable laws.

Information regarding insurance—including coverage limits, scope of coverage, benefits, exclusions, and the policy term—shall be governed by the terms and conditions set forth by the insurance company that issues the insurance policy.

Customers are advised to carefully read the insurance terms and conditions before beginning their journey.

Should a client require a higher level of insurance coverage or a broader scope of protection, Ha Giang Family Travel can provide consultation or assist in purchasing additional coverage upon the client’s request.

Any additional insurance costs, if applicable, are to be paid by the customer.

  1. Troubleshooting

In the event of an accident or incident affecting the safety of our clients, Ha Giang Family Travel prioritizes the following:

  • Ensure safety at the scene;
  • Take initial support measures to the extent possible;
  • Contact medical facilities or authorities when necessary;
  • Assist in transporting clients to an appropriate medical facility;
  • Notify relatives or a representative when necessary;
  • Coordinate with the insurance company and relevant parties to finalize the documentation for the settlement of insurance claims.

Determining the scope and amount of insurance compensation falls under the authority of the insurance company, based on the insurance contract, terms, and conditions.

  1. Costs incurred when an incident occurs

Items covered under the insurance policy are handled in accordance with the insurance company’s regulations.

Amounts that fall outside the scope of insurance coverage or exceed the insurance liability limit are determined based on the cause of the incident, the responsibilities of the parties involved, and applicable legal provisions.

Ha Giang Family Travel will provide reasonable assistance to clients in their dealings with medical facilities, insurance companies, and other relevant entities.

  1. Force majeure event

A force majeure event is an occurrence that arises objectively and cannot be foreseen or overcome, even when all necessary and reasonable measures have been taken.

Examples may include, but are not limited to:

  • Storms, floods, flash floods;
  • Landslides and rockfalls;
  • Earthquakes or other natural disasters;
  • Extreme weather;
  • Pandemic;
  • Major fire;
  • War, conflict, or civil unrest;
  • Widespread strikes;
  • The route is closed or blocked;
  • Traffic bans or restrictions;
  • A decision by a competent state authority;
  • Tourist attractions or areas closed unexpectedly;
  • Other objective events that meet the criteria for force majeure as stipulated by law.
  1. Handling tours in cases of force majeure

In the event of force majeure affecting the itinerary, Ha Giang Family Travel reserves the right to adjust the program to ensure the safety of its clients.

Depending on the circumstances, Ha Giang Family Travel may:

  • Change the departure time;
  • Change the order of the attractions;
  • Change route;
  • Substitute attractions;
  • Change of transport;
  • Change of accommodation;
  • Shortening or extending the duration of a stay at a location;
  • Pause part of the journey;
  • Or cancel the journey when there are no longer any safe and reasonable options to continue.

Ha Giang Family Travel will notify customers as soon as possible, prioritizing solutions that minimize any impact on the family’s experience.

  1. Costs in cases of force majeure

In the event that an itinerary must be changed or cancelled due to force majeure, Ha Giang Family Travel will work with the client and service providers to determine the actual costs incurred.

Unused services for which a refund is provided by the supplier will be either refunded to the customer or held as a credit, in accordance with the agreed-upon terms.

Payments made to third parties that cannot be recovered will be handled in accordance with the provider’s terms and any relevant agreements.

Any additional costs arising from an extended itinerary, changes in transportation, extra accommodation, or other services will be communicated to and discussed with the client by Ha Giang Family Travel before being incurred, subject to what is practically feasible under the circumstances.

  1. Changing an itinerary for safety reasons does not constitute a breach of commitment.

Ha Giang Family Travel may change routes, attractions, timings, or activities due to:

  • Weather conditions;
  • Traffic conditions;
  • Risk of landslides;
  • Safety conditions at the destination;
  • Recommendations or requirements from competent authorities;
  • Or other actual risks to customers

Adjustments to the program shall not be considered an unauthorized change or a breach of the service commitment, provided that such adjustments are necessary and reasonable for the protection of customer safety.

Ha Giang Family Travel will endeavor to arrange alternative services of equivalent value and quality, circumstances permitting.

  1. The right to decide to halt a journey for safety reasons

In the event that there are reasonable grounds to believe that continuing the journey could pose a danger to clients, the driver, the tour guide, or other involved parties, Ha Giang Family Travel reserves the right to:

Suspend, modify, postpone, or terminate operations that pose a safety risk.

This decision is based on the principle of prioritizing people over property, schedules, and commercial interests.

  1. Ha Giang Family Travel’s Safety Commitment

Ha Giang Family Travel is committed to building every itinerary based on three principles: Proactive risk prevention. Risks must be identified and mitigated before the journey begins.

Safety takes precedence over the schedule. No attraction or experience is more important than the safety of our guests.

Enjoy peace of mind and keep your family fully connected. The ultimate goal of safety goes beyond just preventing incidents—it ensures that every family member can enjoy the journey together with complete peace of mind.

The above outlines the safety, insurance, and force majeure policy of Ha Giang Family Travel. By using services provided by Ha Giang Family Travel, you agree to comply with the entirety of this policy.