REGULATIONS

Policy for Tour Changes, Cancellations, and Service Fee Refunds

Ha Giang Family Travel (HGFT) understands that family travel plans may change for various reasons. This policy is designed to offer flexibility to our clients while simultaneously safeguarding the interests of the service providers involved in the trip:

  1. Tour Change Policy

Customers may request changes to the departure date, number of participants, itinerary, or certain services included in the tour program.

1.1. Changing the departure date

  • 15 days or more in advance: One free change allowed.
  • Between 7 and 14 days: Ha Giang Family Travel will assist with changes; the client shall cover any actual costs incurred, if applicable.
  • From 3 to 6 days: Changes are subject to availability from the hotel, transport providers, and other service partners. The client shall be responsible for any actual costs incurred.
  • Within 48 hours of the departure time: This is considered a special case. Ha Giang Family Travel will provide as much assistance as possible, but cannot guarantee that all booked services can be modified.

The new departure date must be agreed upon by both the client and Ha Giang Family Travel, subject to service availability at the time of the change.

  1. Change the number of guests

– In the event that the number of participants increases, Ha Giang Family Travel will verify the availability of transportation, accommodations, and related services before providing confirmation.

– The tour cost will be adjusted according to the actual number of guests.

– In the event that the number of guests decreases, the tour price per person may change, as fixed costs—such as those for transportation, tour guides, accommodation, and other shared services—will need to be reallocated.

– For services that have been booked and are non-refundable by the provider, the actual costs incurred will be charged.

  1. Adjusting the schedule based on customer requests

– Ha Giang Family Travel encourages clients to share their needs, interests, the ages of all group members, and any special requirements prior to the departure date, so that the itinerary can be tailored as effectively as possible.

– In the event that a client requests a change to the itinerary after the tour has been confirmed:

  • Ha Giang Family Travel will provide advice on suitable and safe options;
  • Any additional costs will be communicated and agreed upon before being incurred;
  • Services that have been booked but remain unused due to changes in the itinerary initiated by the client will not be refunded if the service provider does not agree to a refund.
  1. Tour cancellation policy upon customer request

– Cancellation fees are calculated based on the total value of the confirmed tour, as follows:

Time of cancellation notice Tour cancellation fee
15 days or more in advance 10%
From 8 to 14 days 30%
From 4 to 7 days 50%
From 2 to 3 days 70%
Within 24 hours or not participating in the tour 100%

– The cancellation time is determined from the moment Ha Giang Family Travel receives official notification from the customer via the contact channels announced by Ha Giang Family Travel.

– If the non-refundable actual costs for pre-booked services exceed the aforementioned cancellation fees, Ha Giang Family Travel will notify you and provide relevant information so that both parties can agree on how to proceed.

  1. Policy regarding children

– In the event that a child is unable to participate in the trip due to health-related or other objective reasons, Ha Giang Family Travel prioritizes providing assistance to the customer:

  • Change the departure date;
  • Change the participants;
  • Retain a portion of the tour value as credit;
  • Or receive a refund for services that Ha Giang Family Travel is able to recover from the service providers.

– Support is considered on a case-by-case basis and is based on the actual costs incurred.

  1. Customers arriving late or failing to join the tour

– Customers are responsible for being present at the confirmed time and location.

– In the event that a client arrives late, HGFT will make every effort to assist them in joining the itinerary. Any additional costs incurred for arranging transportation, accommodation, or other services shall be borne by the client.

– In the event that a customer is not present and has not provided prior notice (“no-show”), the tour will be considered cancelled on the date of departure, and no refund will be issued.

  1. Schedule changes due to actual conditions in Ha Giang

– Due to the specific nature of the mountainous terrain, the itinerary may need to be adjusted because:

  • Adverse weather;
  • Heavy rain, landslides, or the risk of landslides;
  • Road closures or traffic restrictions;
  • Natural disasters;
  • Directives from authorities;
  • Or any other situations that may compromise the safety of customers.

– In the above cases, customer safety is the highest priority.

– Ha Giang Family Travel reserves the right to adjust the itinerary, the order of sightseeing stops, or the timing, or to substitute services with equivalent alternatives, in order to ensure safety and maintain the best possible experience.

– Reasonable adjustments made for safety reasons are not considered an arbitrary tour cancellation by Ha Giang Family Travel.

  1. Force majeure

– Force majeure events include, but are not limited to: natural disasters, storms, floods, earthquakes, epidemics, war, strikes, decisions by government authorities, the closure of routes, or other objective events beyond the reasonable control of Ha Giang Family Travel.

In the event that the tour cannot take place:

  1. HGFT prioritizes rescheduling the departure date;
  2. Retaining the tour value for a future trip;
  3. Or refunding the customer the portion of the service value that HGFT is able to recover from its suppliers.

– Ha Giang Family Travel does not profit from costs incurred due to force majeure events and will work with clients to find the most suitable solution.

  1. In the event that Ha Giang Family Travel cancels a tour

-If Ha Giang Family Travel initiates the cancellation of a tour for reasons within its own responsibility—and not due to force majeure—the customer has the right to choose between the following options:

  • Switch to a different departure date;
  • Switch to another tour program of equivalent value;
  • Or receive a 100% refund of the amount paid to HGFT for the cancelled tour.

– Ha Giang Family Travel will notify customers as soon as possible.

  1. Tour transfer

– Customers may request to transfer their tour participation to another person prior to the departure date.

– Ha Giang Family Travel facilitates changes to customer information, provided that such a transfer does not affect the services already booked.

– The transferee must meet the applicable requirements for participating in the tour. Any costs arising from changes to information, tickets, or third-party services shall be borne by the customer.

  1. Refund

– Refunds are processed after:

  • Accurately identify the services that have been used;
  • Any amounts that are non-refundable by the provider;
  • Service cancellation fees;
  • And the remaining amount eligible for a refund to the customer.

– Ha Giang Family Travel will notify you of the refund amount and process the refund within 07–15 business days from the date both parties confirm the refund amount.

– Bank fees, payment gateway charges, or international transaction fees that have already been incurred and are not refunded by the payment service provider may be deducted from the refund amount.

  1. PRINCIPLES OF HA GIANG FAMILY TRAVEL

Safety before the journey – Transparency in costs – Flexibility for the family.

Ha Giang Family Travel always strives to find the best possible solutions whenever a family’s plans change. Our goal goes beyond simply conducting a tour; we aim to ensure that every family enjoys a safe, fulfilling, and memorable journey through Ha Giang.

The above outlines the policy regarding tour modifications, cancellations, and service fee refunds for clients of Ha Giang Family Travel. By utilizing services provided by Ha Giang Family Travel, you agree to abide by all the terms set forth herein.