Privacy Policy

1. Who We Are

Serenity Ha Giang provides tours, accommodation, transportation arrangements, and other travel-related services in Ha Giang and Vietnam.

Depending on your booking, we may also work with local guides, Easy Riders, accommodation providers, transportation companies, and other trusted partners to deliver your trip.

This Privacy Policy applies to personal information collected directly by Serenity Ha Giang through our website, booking process, email, messaging platforms, and other direct communication channels.

2. Information We Collect

The information we collect depends on how you interact with us and which services you book.

This may include:

• Full name
• Email address
• Phone number or WhatsApp contact
• Nationality
• Date of birth, where required
• Passport or identification information, where required for permits or travel arrangements
• Travel dates and itinerary information
• Pick-up and drop-off details
• Accommodation preferences
• Dietary requirements
• Special requests
• Booking and payment information
• Communication history with our team
• Feedback or reviews you choose to provide

When necessary for your safety or to provide an appropriate service, you may also choose to tell us about relevant health, mobility, allergy, or accessibility requirements.

Please only provide information that is relevant to your trip.

3. How We Collect Your Information

We may collect information when you:

• Make an enquiry through our website
• Request a quotation
• Make or modify a booking
• Contact us by email, phone, WhatsApp, or another messaging platform
• Communicate with our team before or during your trip
• Make a payment
• Submit feedback or a review
• Subscribe to marketing communications, where available
• Use or browse our website

We may also receive information from a travel companion making a booking on your behalf, a travel agent, or a third-party booking platform.

If you provide personal information about another traveller, you should make sure they are aware that their information is being provided to us.

4. How We Use Your Information

We use personal information where reasonably necessary to provide and manage our services.

This may include using your information to:

• Respond to enquiries and prepare quotations
• Process and confirm bookings
• Arrange tours and accommodation
• Organize guides, Easy Riders, transportation, and transfers
• Arrange permits or other travel requirements where necessary
• Communicate important information about your trip
• Manage changes, cancellations, and refunds
• Process or verify payments
• Respond to customer service requests
• Support guest safety during a trip
• Improve our services and guest experience
• Maintain business and financial records
• Meet legal or regulatory requirements
• Prevent fraud, misuse, or security issues

Where you have agreed to receive marketing communications, we may also use your contact information to send you relevant news, offers, or travel inspiration from Serenity Ha Giang.

5. Passport & Travel Document Information

Certain travel arrangements may require passport or identification information.

For example, this information may be needed for accommodation registration, local permits, transportation, or other requirements under Vietnamese law.

We only request this information when reasonably necessary for your booking or travel arrangements.

Where necessary, relevant information may be shared with authorized accommodation providers, transportation providers, local authorities, or other parties responsible for completing the required service or registration.

6. Payment Information

When you make a payment, certain payment information may be processed by banks, card providers, payment gateways, or other financial service providers.

Serenity Ha Giang does not intend to store complete credit or debit card details when payments are processed through an external payment provider.

Payment providers may collect and process your information according to their own privacy policies and security practices.

We may retain transaction information such as the amount paid, payment date, payment method, transaction reference, and booking associated with the payment for accounting and booking management purposes.

7. Sharing Your Information

We do not sell your personal information.

To provide your trip, we may need to share relevant information with trusted third parties, such as:

• Hotels, homestays, and other accommodation providers
• Tour guides and Easy Riders
• Bus, train, flight, or private transportation providers
• Activity providers
• Payment processors and financial institutions
• Booking and reservation platforms
• Technology and website service providers
• Professional advisers where reasonably necessary
• Government or local authorities where required by law or for permits and registration

We aim to share only the information reasonably necessary for that provider to perform the relevant service.

Some third-party providers have their own privacy policies and are responsible for how they process information provided directly to them.

8. Third-party Booking Platforms

If you book a Serenity Ha Giang service through a travel agency, online travel agency, booking platform, or other third party, that company may collect and process your personal information independently.

Their own privacy policy will apply to information collected directly through their platform.

They may share relevant booking information with Serenity Ha Giang so that we can provide the service you have booked.

9. Website Data & Cookies

When you visit our website, certain technical information may be collected automatically.

This may include information such as:

• IP address
• Browser type
• Device type
• Operating system
• Pages visited
• Approximate location based on IP address
• Referring website
• Time spent on the website
• Website interactions

We may use cookies and similar technologies to help our website function properly, understand how visitors use the website, improve performance, and measure the effectiveness of our marketing.

Some cookies may be provided by third-party analytics, advertising, or website technology providers.

Where required, you may be given the option to manage your cookie preferences.

You can also control or delete cookies through your browser settings, although disabling certain cookies may affect some website functions.

10. Analytics & Advertising

We may use analytics tools to understand how visitors find and use the Serenity Ha Giang website.

We may also use advertising and measurement tools to understand the performance of our marketing campaigns and reach people who may be interested in travelling with us.

These services may use cookies or similar technologies and may process certain device or browsing information according to their own privacy policies.

Where required by applicable law, non-essential cookies or advertising technologies will be used with the appropriate consent.

11. Marketing Communications

If you choose to receive marketing communications from Serenity Ha Giang, we may send you information about tours, accommodation, travel experiences, offers, or other updates.

You can unsubscribe from marketing emails at any time by using the unsubscribe option included in the message or by contacting us.

Choosing not to receive marketing communications will not prevent us from sending essential communications relating to an existing enquiry or booking.

12. Photos & Videos

During tours and experiences, our team may occasionally take photographs or videos.

Some content may be used to share the Serenity Ha Giang experience on our website, social media channels, or other marketing materials.

We respect your preference regarding identifiable photographs and videos. If you do not wish to appear in content used for promotional purposes, please let our team know.

Where appropriate, we will request permission before using identifiable guest content for marketing purposes.

13. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including booking management, customer support, accounting, legal, tax, and regulatory requirements.

Different types of information may be retained for different periods.

When information is no longer reasonably required, we may delete, anonymize, or securely dispose of it.

14. How We Protect Your Information

We take reasonable administrative and technical measures to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure.

However, no method of transmitting or storing information online can be guaranteed to be completely secure.

We encourage guests to avoid sending unnecessary sensitive information through unsecured communication channels.

15. International Data Processing

Some of the technology, booking, payment, communication, or other service providers we use may process information outside Vietnam.

As a result, your personal information may be processed or stored in another country.

Where this occurs, we take reasonable steps to work with reputable providers and handle personal information in accordance with applicable requirements.

16. Your Choices & Rights

Depending on applicable law and the circumstances of your request, you may be able to:

• Ask what personal information we hold about you
• Request correction of inaccurate information
• Request deletion of certain personal information
• Withdraw consent where processing is based on consent
• Opt out of marketing communications
• Raise a concern about how your information is being handled

Some information may need to be retained where required for legal, accounting, security, or contractual purposes.

To make a privacy-related request, please contact us using the details listed below.

We may need to verify your identity before completing certain requests.

17. Children’s Privacy

Our website and services are not designed to collect personal information directly from children without the involvement of a parent, guardian, or responsible adult.

Where a minor is included in a booking, we may collect limited information that is reasonably necessary to provide the trip, accommodation, permits, or other required services.

The person making the booking is responsible for ensuring that they have the appropriate authority to provide this information.

18. Third-party Websites

Our website may contain links to websites or services operated by other companies.

Serenity Ha Giang is not responsible for the privacy practices or content of third-party websites.

We recommend reviewing the privacy policy of any external website or service before providing personal information.

19. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, business practices, or applicable requirements.

The latest version will be published on our website with an updated revision date.

We encourage you to review this page periodically if you would like to stay informed about how we handle personal information.

20. Contact Us

If you have any questions about this Privacy Policy or would like to make a request relating to your personal information, please contact us through the official contact details listed on our website.