Privacy Policy

1. Privacy Policy

Personal data protection policy

Cao Bang Loop Tour – OHC Travel respects your privacy and is committed to protecting customers' personal information when they access, use our services, and make bookings through our website.

1. Information We Collect

When customers submit an inquiry, book a tour, rent a vehicle, or use our services, we may collect necessary information such as:

• Full name.
• Phone number.
• Email address.
• Tour booking information, departure date, and number of guests.
• Information related to the provision of services.

We only collect information necessary for consultation, booking confirmation, service fulfillment, contract performance, and customer support.

2. Purpose of Using Information

Customer information may be used to:

• Provide consultation and confirm services.
• Confirm bookings and tours.
• Arrange transportation, tour guides, accommodation, and related services.
• Contact customers in case of changes to the itinerary.
• Provide support and handle feedback and complaints.
• Fulfill obligations related to transactions in accordance with applicable laws.

We do not use customer information for purposes unrelated to the provision of services without an appropriate legal basis or consent.

3. Information Security

Cao Bang Loop Tour – OHC Travel applies appropriate measures to protect customer information against unauthorized access, use, disclosure, or processing.

Customer information may only be shared with third parties when necessary to provide the services, at the customer's request, or as required by law.

4. Data Retention

Personal information will be retained for as long as necessary to provide services, support customers, resolve disputes, and fulfill legal obligations.

5. Customer Rights

Customers have the right to request access to, correction of, or appropriate processing of their personal information in accordance with applicable laws.

For any inquiries or requests regarding personal information, please contact:

Cao Bang Loop Tour – OHC Travel

Email: caobangloopOHCtravel@gmail.com

Hotline: 0984 650 239

Website: caobangloopohctravel.com

This Privacy Policy is developed in accordance with current regulations on personal data protection. The Law on Personal Data Protection No. 91/2025/QH15 took effect on January 1, 2026, and Decree No. 356/2025/ND-CP providing detailed regulations on certain provisions of the Law also took effect.

2. PROCEDURE FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS AND COMPLAINTS

CUSTOMER FEEDBACK AND COMPLAINT RESOLUTION POLICY

Cao Bang Loop Tour – OHC Travel is committed to receiving and handling customer feedback, requests, and complaints in a transparent, cooperative, and customer-oriented manner.

1. Feedback and Complaint Channels

Customers can submit feedback or complaints through:

Hotline: 0916016954 – 094 5555986

Email: caobangloopOHCtravel@gmail.com

Website: caobangloopohctravel.com

Cao Bang Office: No. 65 Dong Khe, Tan Giang, Cao Bang City.

2. Complaint Information

To help us process a complaint quickly, customers are encouraged to provide:

• Name of the person who made the booking.
• Booking reference or tour information.
• Date of service.
• Details of the feedback or complaint.
• Relevant photos, videos, or supporting documents, if available.

3. Processing Time

After receiving feedback or a complaint, we will review the information and contact the customer to confirm the details.

Simple matters will be handled as soon as reasonably possible. For cases requiring verification with tour guides, drivers, hotels, suppliers, or other relevant partners, additional processing time may be required.

4. Complaint Resolution Principles

Complaints will be reviewed based on:

• Booking information.
• The services booked by the customer.
• The policies and service conditions published at the time of booking.
• Evidence provided by the customer and relevant service providers.
• Applicable laws and regulations.

We will not unreasonably refuse to handle a complaint before sufficient information and evidence have been reviewed.

3. PRICING POLICY

SERVICE PRICING POLICY

Cao Bang Loop Tour – OHC Travel publishes service prices on our website to help customers easily review, compare, and select suitable services.

1. Service Prices

Prices displayed for each product or service may be calculated based on:

• Per person.
• Number of guests.
• Vehicle or transportation type.
• Number of days of service.
• Type of service, room, or vehicle.

The applicable unit and pricing conditions are specified in the information provided for each service.

2. Services Included in the Price

Depending on the tour or service, the price may include:

• Transportation according to the itinerary.
• Tour guide or Easy Rider, where specifically stated.
• Entrance tickets included in the itinerary.
• Hotel accommodation, where specified in the itinerary.
• Meals included in the itinerary, where specifically stated.

Any services not listed under the “Included” section are not included in the service price.

3. Additional Costs Not Included

Depending on the service, customers may be required to pay additional costs for:

• Personal expenses.
• Drinks.
• Expenses arising outside the scheduled itinerary.
• Private room supplements.
• Holiday and peak-season surcharges, if applicable.
• Other charges notified to the customer before booking confirmation.

4. Price Changes

Prices displayed on the website may be adjusted depending on the travel season, availability, service conditions, or supplier policies.

The price applicable to a booking is the price confirmed at the time the customer makes the booking.

Before confirming a booking, customers will be informed of the total cost and any applicable additional charges.

4. PAYMENT POLICY

PAYMENT METHODS

Cao Bang Loop Tour – OHC Travel provides payment methods appropriate to each service and will inform customers of the applicable payment method during the booking process.

1. Bank Transfer

Customers may make payment via the official bank account provided by Cao Bang Loop Tour – OHC Travel.

Official Payment Account:

Account Name: HA GIANG OPEN TOUR CO., LTD

Account Number: 1029658870

Bank: VIETCOMBANK

Transfer Description:

Customer Name + Tour Date + Booking Reference

2. Direct Payment

For services that allow direct payment, customers may pay at our office or according to the arrangement agreed with the booking staff.

3. Payment Confirmation

A booking will be officially confirmed after Cao Bang Loop Tour – OHC Travel receives the required payment or deposit according to the agreed terms.

After making payment, customers are advised to send the payment confirmation so that we can verify and confirm the booking.

4. Important Notice

Customers should only make payments to the bank account or payment method officially provided on the website or by an authorized representative of Cao Bang Loop Tour – OHC Travel.

5. CONDITIONS OR RESTRICTIONS ON THE PROVISION OF SERVICES

SERVICE TERMS AND CONDITIONS

1. Booking Conditions

Customers are required to provide accurate information when booking tours, renting vehicles, booking transportation, or using other services.

Incorrect or incomplete information may affect the provision of services, and customers may be responsible for additional costs arising from inaccurate information.

2. Time Requirements

Customers are required to be present at the agreed pick-up location at the confirmed time.

If a customer arrives late or fails to appear at the agreed time and location without prior notice, the service may be affected and any resulting additional costs may be charged to the customer.

3. Itinerary Changes

The itinerary may be adjusted in the following circumstances:

• Adverse weather conditions.
• Heavy rain, landslides, or unsafe road conditions.
• Traffic restrictions imposed by competent authorities.
• Force majeure events.
• Situations affecting customer safety.

When necessary, Cao Bang Loop Tour – OHC Travel may change the order of attractions or modify the route to ensure safety.

4. Customer Responsibilities

Customers are responsible for:

• Following safety instructions.
• Complying with traffic regulations.
• Respecting tour guides, drivers, and local residents.
• Not engaging in activities that may endanger themselves or others.
• Taking care of their personal belongings during the service.

5. Motorbike Rental and Motorbike Tours

For motorbike rental or motorbike tour services, customers must meet all applicable legal requirements for operating a motorbike.

Cao Bang Loop Tour – OHC Travel reserves the right to refuse to provide a vehicle to customers who do not meet the necessary legal or safety requirements.

6. Force Majeure

Events such as natural disasters, extreme weather, landslides, epidemics, war, decisions of government authorities, or other circumstances beyond the reasonable control of the parties may affect the provision of services.

In such circumstances, both parties will cooperate to find the most appropriate solution.

6. SERVICE PROVISION, SERVICE TERMINATION AND REFUND POLICY

SERVICE DELIVERY, CANCELLATION AND REFUND POLICY

I. Service Provision

After a customer makes a booking, Cao Bang Loop Tour – OHC Travel will:

1. Receive the customer's booking request.
2. Check the availability of the tour, vehicle, accommodation, and related services.
3. Confirm the booking with the customer.
4. Provide the necessary information regarding the schedule, pick-up location, itinerary, and booked services.
5. Provide the services according to the confirmed booking.

For tour services, customers will be picked up at the agreed location and receive the services according to the confirmed itinerary.

For vehicle rental services, customers will receive the vehicle or transportation service according to the confirmed time, location, and applicable conditions.

II. Changes to Services

If changes to the itinerary are required due to safety concerns, weather, traffic conditions, or force majeure events, Cao Bang Loop Tour – OHC Travel will notify customers and make reasonable efforts to provide an appropriate alternative arrangement.

III. Cancellation Policy

The following cancellation and booking conditions apply:

• A 10% surcharge applies to services departing during public holidays and Tet holidays in accordance with applicable regulations.
• Once the customer has paid a 30% deposit, the trip will be confirmed.
• For promotional and discounted programs, customers are required to pay 100% of the service fee to receive booking confirmation.
• For promotional and discounted programs, the same cancellation and refund conditions apply.
• Booking cancellations must be submitted in writing and will only become effective after the company confirms receipt of the cancellation request.
• No refund will be provided in cases of force majeure.
• No refund will be provided if the customer leaves the program after it has started for any reason, misses any scheduled tour or sightseeing activity, or fails to show up.

SMALL GROUP TOURS

• If cancelled more than 15 days before the departure date, no cancellation fee will apply.
• If cancelled within 15 days before the departure date, the customer will be charged a fee equivalent to 30% of the total booking amount.
• If cancelled 7 days or less before the departure date, the cancellation fee is 55% of the total booking amount (30% deposit + 25% late cancellation fee).
• If cancelled 2 days or less before the departure date, the cancellation fee is 100% of the total booking amount.

PRIVATE TOURS

• If cancelled 45 days or more before the departure date, no cancellation fee will apply.
• If cancelled within 45 days before the departure date, the cancellation fee is 30% of the total booking amount (deposit).
• If cancelled 15 days or less before the departure date, the cancellation fee is 55% of the total booking amount (30% deposit + 25% late cancellation fee).
• If cancelled 7 days or less before the departure date, the cancellation fee is 100% of the total booking amount.

PRIVATE TOUR – DEPOSIT AND CANCELLATION CONDITIONS

• The 30% deposit is non-refundable.
• If the tour is cancelled 7 days or less before the departure date, the cancellation fee is 55% of the total booking amount (30% deposit + 25% late cancellation fee).
• If the tour is cancelled 2 days or less before the departure date, the cancellation fee is 100% of the total booking amount.

CHILD POLICY

• Children 4 years old and under sharing a bed with their parents: Free of charge.
• Children aged 5–8 years old: 75% of the applicable adult price.
• Children aged 9 years old and above: Charged at the adult rate.

IV. Customers Unable to Use the Service

If a customer is unable to participate in a tour for personal reasons, the customer should notify Cao Bang Loop Tour – OHC Travel as soon as possible.

Any refund will be handled according to the applicable cancellation policy and the conditions of the individual booking.

V. Refunds

If a customer is eligible for a refund, Cao Bang Loop Tour – OHC Travel will confirm the refund amount and refund method with the customer.

The actual time required for the refunded amount to reach the customer's account may depend on the bank or payment method used.

Any bank charges or payment processing fees, where applicable and where not attributable to Cao Bang Loop Tour – OHC Travel, may be deducted from the refund amount as agreed.

VI. Cancellation by Cao Bang Loop Tour – OHC Travel

If Cao Bang Loop Tour – OHC Travel is required to cancel a service due to safety concerns, severe weather conditions, or force majeure events, we will notify the customer and provide an appropriate alternative, rescheduling option, or refund depending on the circumstances and applicable conditions.