At Serenity Ha Giang, we understand that travel plans can change. Our cancellation and refund policy is designed to give you flexibility while also taking into account the arrangements we make in advance with our guides, drivers, accommodation partners, and other local service providers.
Please read the following policy carefully before confirming your booking.
1. Tour Cancellation by Guests
If you need to cancel your tour, the following cancellation policy applies:
| When you cancel | Refund |
|---|---|
| 7 days or more before the tour departure date | 100% refund |
| 3 – 6 days before the tour departure date | 50% refund |
| Less than 3 days before departure | No refund |
| No-show | No refund |
The cancellation date is determined by the date and time we receive your cancellation request.
Any non-refundable costs that have already been paid to third-party suppliers may be deducted from the refundable amount. We will always let you know if this applies to your booking.
2. Accommodation Cancellation
For accommodation booked separately from a tour package, the following policy applies:
| When you cancel | Refund |
|---|---|
| 5 days or more before check-in | 100% refund |
| 2 – 4 days before check-in | 50% refund |
| Less than 2 days before check-in | No refund |
| No-show | No refund |
Different conditions may apply to special rates, promotional offers, or accommodation provided by third-party partners. If so, these conditions will be communicated to you before your booking is confirmed.
3. Changes to Your Travel Date
If your travel plans change but you would still like to travel with us, please contact us as soon as possible.
We will do our best to help you move your booking to another available date. Date changes are subject to availability and may also depend on arrangements already confirmed with guides, drivers, accommodation providers, or other partners.
If the new booking has a different price, you will be responsible for any difference in cost.
A date change cannot always be guaranteed, especially for requests made close to the departure date.
4. Late Arrival & No-show
Please make sure you arrive at the agreed meeting or pick-up point at the confirmed time.
If you are delayed, contact our team as soon as possible. We will make reasonable efforts to help you join the tour where possible, but additional transportation or other costs caused by a late arrival may be charged separately.
If you do not arrive for your tour or accommodation without notifying us, your booking will be considered a no-show and will not be eligible for a refund.
5. Leaving a Tour Early
If you decide to leave a tour after it has started, unused services such as accommodation, meals, transportation, activities, or guide services are generally non-refundable.
If you need to leave because of an emergency, please speak with our team. We will do our best to assist you with any necessary arrangements, although we cannot guarantee a refund for services that have already been booked or paid for.
6. Changes to the Itinerary
Travel in Ha Giang takes place in a mountainous region where road and weather conditions can change quickly.
For your safety and comfort, Serenity Ha Giang may need to adjust the itinerary, route, departure time, activities, transportation, or accommodation due to circumstances such as:
- Severe or changing weather conditions
- Landslides, flooding, or unsafe road conditions
- Road closures or construction
- Local authority restrictions
- Safety concerns
- Other circumstances beyond our reasonable control
Where possible, we will arrange a suitable alternative while keeping the overall experience as close as reasonably possible to the original itinerary.
An itinerary adjustment does not automatically constitute a tour cancellation and does not automatically qualify for a refund.
7. Cancellation by Serenity Ha Giang
In rare circumstances, Serenity Ha Giang may need to cancel a tour before departure.
If we cancel your tour for operational reasons within our reasonable control, we will offer you the choice of:
- Moving your booking to another available date;
- Applying the amount paid as credit toward another Serenity Ha Giang experience; or
- Receiving a refund for the affected Serenity Ha Giang service.
This does not necessarily apply to cancellations caused by circumstances outside our reasonable control, as described below.
8. Weather, Safety & Force Majeure
Your safety comes first.
In circumstances beyond our reasonable control, we may need to change, postpone, or cancel part or all of a trip. These circumstances may include severe weather, natural disasters, flooding, landslides, epidemics, government restrictions, road closures, civil disruption, or similar events that prevent us from operating the trip safely.
Whenever possible, we will first try to adjust the itinerary, arrange an alternative route, reschedule the affected service, or provide another reasonable solution.
Refunds in these circumstances will depend on the services that can still be provided and any costs that have already been committed to third-party suppliers.
We strongly recommend purchasing appropriate travel insurance to protect against unexpected trip cancellations, delays, medical emergencies, and other travel disruptions.
9. Third-party Services
At your request, Serenity Ha Giang may help arrange additional services provided by third parties, such as:
- Bus or private transfer tickets
- Train tickets
- Domestic flights
- Accommodation outside Serenity Ha Giang
- Other transportation or travel services
These services may have their own cancellation and refund conditions.
When a third-party service has already been booked or paid for, the cancellation and refund policy of that supplier will apply. Serenity Ha Giang cannot guarantee a refund for amounts that the third-party supplier considers non-refundable.
Where possible, our team will assist you in requesting a change or refund from the relevant provider.
10. Bookings Through Third-party Platforms
If you booked a Serenity Ha Giang experience through a third-party platform, travel agency, or booking partner, the cancellation and refund conditions of that booking channel may apply.
Please submit your cancellation or modification request through the same platform or agency used to make the original booking.
11. Refunds
Approved refunds will normally be processed through the original payment method whenever possible.
Please allow up to 7–14 business days for an approved refund to be processed. The time it takes for the funds to appear in your account may vary depending on your bank, card provider, payment platform, or country.
Bank fees, card processing fees, currency conversion differences, or other transaction charges imposed by financial institutions or payment providers may not be refundable.
12. How to Cancel or Change Your Booking
To cancel or change your booking, please contact Serenity Ha Giang directly using the contact details provided in your booking confirmation or through the official contact channels listed on our website.
Please include:
- Your full name
- Booking reference, if available
- Tour or accommodation booked
- Travel or check-in date
- Your requested cancellation or change
Your cancellation or modification will be considered confirmed once you receive confirmation from our team.
13. Questions About Your Booking
Every trip can be a little different. If you are unsure which cancellation conditions apply to your booking, please contact us before making any changes.
Our team will be happy to review your booking and explain the available options.