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Ha Giang By Jeep

Terms & Conditions and Privacy Policy

Last updated: June 2026

Terms & Conditions

These Terms and Conditions ("Terms") apply to all bookings of jeep tours, private jeep rental, transfers, accommodation, and other travel services provided by Ha Giang By Jeep. By completing a booking and making payment, the Customer acknowledges and agrees to all terms set out below.

The word "Customer" refers to the person making the booking and all persons on whose behalf the booking is made. The words "we", "us", or "Ha Giang By Jeep" refer to Vietnam Trail Route Co., Ltd. (CÔNG TY TNHH CUNG ĐƯỜNG MÒN VIỆT NAM), business registration and tax code 5000920126, registered at 54a Tran Phu Street, Ha Giang 2 Ward, Tuyen Quang Province, Vietnam.

1.Prices

All prices are quoted in Vietnamese Dong (VND) unless otherwise stated. Prices include VAT and all compulsory service charges, unless explicitly specified otherwise.

We reserve the right to adjust prices in case of changes in exchange rates, government taxes, supplier costs, or other unforeseen increases. Customers will be notified in writing and may either accept the new price or cancel the booking subject to the applicable cancellation fees.

2.Deposit & Full Payment

A deposit of 20% (or the amount stated at booking) is required to secure all services. The remaining balance must be paid on the morning of the tour departure date, before the tour starts.

Bookings with a total value under USD 100 may require full payment at the time of booking.

Payments are processed through secure third party gateways (OnePay for international cards, Vietnamese banks for domestic transfers). A service fee of 3% applies to international card payments to cover bank processing fees.

3.Booking Confirmation

Upon successful payment, Customers will receive an invoice email confirming the payment. Within 24 hours, we will send a service confirmation email including:

• Tour details (type, dates, itinerary)
• Jeep tour or private jeep rental details
• Pick up and return arrangements, including any transfer to or from Ha Giang
• Accommodation details
• Pick up address, meeting time, and our office contact information

The booking is considered confirmed once the confirmation email is sent. Customers are responsible for checking the confirmation and notifying us within 48 hours if any errors are found.

4.Service Provision Policy

Our tours are operated in 4x4 jeeps driven by our own licensed, experienced drivers and accompanied by our guides. Itineraries may be adjusted due to weather, traffic, road closures, government restrictions, or safety considerations. We will always prioritize Customer safety over itinerary completion.

Jeep Tours

Every jeep tour includes a professional driver who knows the mountain passes of the Ha Giang and Cao Bang routes. Customers travel as passengers and are not required to drive. Customers must:

• Wear seatbelts where they are fitted
• Follow the safety instructions of the driver and guide at all times
• Remain inside the vehicle while it is moving, and board or leave only at designated stops
• Not distract the driver or interfere with the operation of the vehicle

Private Jeep Rental

Where a Customer books a private jeep, the vehicle is provided with our driver for the agreed dates and route, unless a different arrangement is confirmed in writing at the time of booking. The vehicle is inspected and documented (with photo evidence) before each departure.

Transfers

Where transfers to or from Ha Giang are included or arranged on the Customer's behalf (for example a night bus or limousine van from Hanoi), departure and return times and locations will be provided in writing. These services are operated by trusted partners. Ha Giang By Jeep is not liable for delays or cancellations caused by these partner operators, but will assist in arranging alternatives where possible.

We guarantee delivery of all confirmed services. If any confirmed service cannot be provided due to our responsibility, we will arrange an equivalent alternative or issue a proportional refund.

5.Cancellation Policy

Cancellation by the Customer

• 31 days or more before departure 90% refund · 10% not refundable
• 30 to 16 days before departure 50% charged
• Within 15 days before departure 100% deposit forfeited
• No show or unused services Full charge, no refund

The 10% non refundable portion of any cancellation made 31 days or more before departure covers payment processing fees, administrative costs, and bank charges already incurred. This applies to both 20% deposits and full payments.

All cancellation requests must be submitted in writing by email to booking@hagiangbyjeep.com. The cancellation date is the date we receive the written request.

Approved refunds will be processed within 7 to 14 business days from the cancellation date, returned to the original payment method. Bank processing time is not included.

Certain services (flights, hotels, or special packages) may have stricter cancellation rules, which will be notified in writing at the time of booking.

Group Booking Cancellation by One Member

If one or more members of a group booking cancel, the cancellation policy above applies to those members individually. Remaining members may be required to pay an adjusted per person rate if the group falls below the minimum size for the original price tier. Any adjustment will be communicated in writing within 48 hours.

Cancellation by Ha Giang By Jeep

In the unlikely event that we cancel a booking, Customers may choose between:

• A full refund of the amount paid
• A travel credit voucher equal to 110% of the amount paid, valid for 18 months
• An alternative service of equal or greater value

No additional compensation beyond the options above (such as flight changes, accommodation outside the tour, or consequential damages) will be provided.

6.Force Majeure

"Force Majeure" means any event beyond the reasonable control of either party, including but not limited to:

• Natural disasters (earthquakes, landslides, floods, severe storms, typhoons)
• War, armed conflict, terrorism, civil unrest, riots, or threats of the same
• Government actions, border closures, travel restrictions, or visa rejections
• Epidemics, pandemics, or public health emergencies
• Strikes, transport disruptions, or fuel shortages
• Road closures or infrastructure damage on the Ha Giang Loop or Cao Bang routes
• Insolvency of third party suppliers (hotels, transfer operators)

If Ha Giang By Jeep cannot deliver due to Force Majeure

Customers will be offered one of the following at their choice:

• Tour postponement to a future date within 18 months at no additional cost (subject to availability and any seasonal price difference)
• Travel credit voucher equal to 100% of the amount paid, valid for 18 months and transferable to family members
• Refund of 70% of the amount paid. The remaining 30% covers non refundable supplier costs already committed (homestays, drivers, vehicle preparation)

If the Customer cannot travel due to Force Majeure affecting them personally

This includes situations such as war, natural disaster, or travel restrictions in the Customer's home country preventing departure to Vietnam. Customers must provide documented evidence (government travel advisory, flight cancellation notice, official statement). In such cases:

• If notified more than 30 days before departure: travel credit voucher equal to 100% of the amount paid, valid for 18 months
• If notified 30 days or less before departure: travel credit voucher equal to 80% of the amount paid, valid for 18 months

Travel credit vouchers can be applied to any future Ha Giang By Jeep service and are transferable to immediate family members with written notice.

7.Assumption of Risk & Adventure Travel

By booking and participating in any Ha Giang By Jeep service, the Customer acknowledges and accepts that:

• Travel on mountain roads involves risks including but not limited to road accidents, weather related hazards, mechanical issues, animal encounters, and road conditions beyond our control
• Some stops on the itinerary involve walking on uneven ground, steps, viewpoints, caves, or village paths, where Customers proceed at their own risk
• Customers participate voluntarily and at their own risk
• Customers must follow all safety instructions from drivers and guides at all times
• Customers must wear seatbelts where they are fitted
• Customers must disclose any existing medical conditions (heart conditions, epilepsy, severe allergies, mobility limitations, pregnancy) at the time of booking
• Ha Giang By Jeep reserves the right to refuse service or terminate a tour without refund if a Customer's behavior or health condition poses a risk to themselves, other Customers, or our staff

8.Customer Responsibilities & Conduct

Customers agree to:

• Provide accurate personal details (name, email, WhatsApp or phone, pick up address, nationality, passport number where required)
• Hold valid travel documents, passports, and visas where required for entry to Vietnam
• Comply with Vietnamese laws and the safety instructions of our drivers and guides during tours
• Be punctual at meeting points. Failure to arrive within 30 minutes of the scheduled meeting time may result in forfeiture of the service without refund
• Respect local communities, customs, and the natural environment along the route
• Not engage in any illegal activities, including but not limited to drug use, harassment, or violation of local laws

Termination of Service

Ha Giang By Jeep reserves the right to terminate a Customer's participation in a tour, without refund, in cases of:

• Use of illegal drugs or excessive alcohol consumption that endangers the Customer or others
• Ignoring safety instructions or behaving in a way that endangers the vehicle or other people
• Harassment, discrimination, or violence toward other Customers, staff, or local people
• Damage to the property of Ha Giang By Jeep, our partners, or local communities
• Any conduct that brings the company into disrepute or violates Vietnamese law

In such cases, the Customer is responsible for their own onward transportation and accommodation costs from the point of termination.

9.Vehicle Care & Customer Caused Damage

Customers travel by jeep with our driver and are not responsible for the normal operation of the vehicle. However, Customers are responsible for any loss or damage to the vehicle, its equipment, or its interior that they cause through misuse, negligence, or willful conduct (for example damage caused by intoxication, smoking inside the vehicle, or interfering with the driver).

Where such damage occurs, it will be assessed transparently with photographs and, where possible, repair invoices, and charged at the actual documented repair or replacement cost. Customers may dispute charges within 7 days of return with supporting evidence.

For any private jeep booking where self drive is specifically agreed in writing, separate vehicle handover, security deposit, and damage terms will be provided and signed before the rental begins.

Insurance

Ha Giang By Jeep carries third party liability insurance for our vehicles and operations as required by Vietnamese law. This does not cover the Customer's personal belongings or personal injury. Customers are strongly encouraged to purchase travel insurance.

10.Medical Emergencies & Health

Customers must inform Ha Giang By Jeep of any existing medical conditions, allergies, or medications at the time of booking. This information will be kept confidential but shared with the driver and guide for safety purposes.

In case of a medical emergency during the tour:

• Our staff will provide first aid and arrange transport to the nearest medical facility
• The Customer is responsible for all medical costs, ambulance fees, and onward transportation
• Ha Giang By Jeep will assist with insurance claim documentation but is not financially responsible for medical expenses
• Customers under the influence of alcohol or drugs at the time of an incident may have their insurance claims invalidated

11.Travel Insurance

12.Travel Documents & Visa

It is the Customer's sole responsibility to ensure they hold valid travel documents for entry to and travel within Vietnam, including:

• A passport valid for at least 6 months beyond the planned departure date
• A Vietnamese tourist visa or e visa where required for the Customer's nationality

Because our jeep tours are driven by our own drivers, Customers do not need a driving licence to join a tour. Where self drive of a private jeep is specifically agreed in writing, the Customer must hold a valid driving licence accepted in Vietnam together with a matching International Driving Permit, and provide it before the rental begins.

Ha Giang By Jeep is not responsible for any consequences arising from missing, expired, or invalid travel documents, including denial of entry, deportation, or inability to participate in the tour. No refunds will be issued in such cases.

13.Photography & Marketing Consent

Our drivers and guides may take photographs and videos during tours for the Customer's enjoyment and for our marketing purposes (website, social media, advertising materials).

By participating in a tour, the Customer grants Ha Giang By Jeep a non exclusive, no fee licence to use their image in such materials. Customers who do not wish to be photographed must inform their guide at the start of the tour, and we will respect this preference.

Customers may at any time request the removal of specific images by writing to booking@hagiangbyjeep.com.

14.Liability & Disclaimer

To the maximum extent permitted by Vietnamese law, the total liability of Ha Giang By Jeep for any claim arising from a booking is limited to the total amount paid by the Customer for the affected service.

Ha Giang By Jeep acts as a booking agent for third party suppliers (hotels, transfer operators, restaurants, attractions) and is not liable for their acts or omissions. We are not responsible for:

• Loss, theft, or damage to personal belongings during the tour
• Injury, illness, or death except where directly caused by our proven negligence
• Additional expenses due to delays, accidents, force majeure, or extension of the tour beyond the original schedule
• Indirect, consequential, or punitive damages of any kind
• The actions or behavior of other Customers in group tours

15.Claims & Disputes

Any complaint must be reported to your guide or to Ha Giang By Jeep management during the tour so that corrective action can be taken at the time. Complaints raised only after tour completion may have limited recourse.

All formal claims must be submitted in writing within 30 days of service completion to booking@hagiangbyjeep.com with supporting documentation.

If a dispute is not resolved through good faith negotiation within 60 days, it shall be settled by the Vietnam International Arbitration Centre (VIAC) under the Vietnam Chamber of Commerce and Industry, with proceedings conducted in English. The decision of VIAC shall be final and binding.

16.Governing Law

These Terms are governed by the laws of the Socialist Republic of Vietnam. If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

Privacy Policy

At Ha Giang By Jeep, your privacy is very important to us. We are committed to protecting your personal information and ensuring that it is handled in a safe and responsible way. This policy outlines how we collect, use, and protect the information you provide to us.

P1.Information We Collect

We may collect personal information when you:

• Book a tour, jeep rental, transfer, or accommodation with us
• Contact us by email, website form, WhatsApp, or social media
• Provide your passport or identification details for travel related documentation
• Interact with our website, such as through cookies or analytics tools

Information we collect may include:

• Full name, email address, phone number, nationality
• Passport number (if required for a permit or insurance)
• Payment details (only basic information, as we use secure third party payment platforms)
• Travel preferences, dietary requirements, medical conditions, or special notes you choose to share

P2.How We Use Your Data

Your personal data will be used for the following purposes:

• To confirm and manage your bookings and services
• To issue any necessary travel permits or insurance documentation
• To contact you regarding your travel arrangements
• To improve our services and customer experience
• To comply with legal requirements, such as in an emergency or reporting to local authorities
• To send marketing communications, only with your explicit opt in consent, which you may withdraw at any time

P3.Protection of Your Data

We ensure that all your personal data is stored securely and is only accessible to authorized staff members. All payment transactions are encrypted through secure payment gateways. We do not store sensitive financial data such as full credit card numbers.

P4.Sharing Information

We never sell or rent your personal information to third parties. Your data may only be shared with trusted partners (drivers, guides, hotels, insurance providers) for the sole purpose of fulfilling your travel services. All such partners are required to maintain the confidentiality and security of your data.

We may also disclose information when required by law, court order, or to protect the safety of our Customers or staff.

P5.Your Rights

You have the right to:

• Request access to the personal data we hold about you
• Ask us to correct, update, or delete your data
• Withdraw your consent at any time (which may affect our ability to provide services)
• Request a copy of your data in a portable format
• Lodge a complaint with the relevant data protection authority

To exercise any of these rights, please email us at booking@hagiangbyjeep.com. We will respond within 30 days.

P6.Cookies & Website Analytics

Our website may use cookies to enhance user experience and track anonymous usage statistics through platforms such as Google Analytics and Meta Pixel. You may disable cookies in your browser settings if you prefer, though this may affect website functionality.

P7.Data Retention

We retain your data only for as long as necessary to provide services, meet legal obligations, or resolve disputes. Booking records are retained for 5 years for accounting and legal compliance, after which data is safely deleted or anonymized.

P8.Updates to Our Policy

We reserve the right to update this Privacy Policy at any time. Material changes will be communicated to active Customers by email. Please check this page periodically for updates.

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