Terms and Policy

TERMS AND CONDITIONS

These Terms and Conditions constitute an agreement between you and Serenity Cao Bang. By accessing or using our website, booking a service, or purchasing a tour, you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions.

Serenity Cao Bang may amend these Terms and Conditions from time to time. Any updated version will be published on our website and will take effect from the stated effective date. Customers are encouraged to review this page before making a reservation.

In these Terms and Conditions, the terms “Serenity Cao Bang,” “we,” “us,” and “our” refer to the company providing the travel services. The terms “customer,” “passenger,” “traveler,” “client,” and “you” refer to the person making the booking and every person included in that booking.

The person making a booking on behalf of other travelers confirms that they are authorized to accept these Terms and Conditions on behalf of all members of the booking.

1. Prices

Prices displayed on our website or provided by our travel consultants may apply to tours, transportation, accommodation, vehicle rental, tickets, activities, and other travel-related services.

Unless otherwise stated, prices may be quoted in United States dollars, Vietnamese dong, or another specified currency.

Prices are subject to:

Service availability.
Travel dates and seasons.
Group size.
Accommodation and vehicle category.
Supplier rates.
Fuel costs, taxes, entrance fees, and government charges.
Special requests or customized arrangements.

Promotional prices may only apply during specific periods and may be subject to additional conditions. The final price confirmed in your quotation, invoice, or booking confirmation will apply to your reservation.

Serenity Cao Bang reserves the right to correct pricing errors before a booking is confirmed. Once a booking has been confirmed and paid for, the price will not normally change unless the customer requests a modification or a change is required because of taxes, government fees, or circumstances permitted under these Terms and Conditions.

2. Booking Services with Serenity Cao Bang

Reservations may be made through our website, by email, telephone, messaging application, or through an authorized sales representative.

Booking enquiries may be sent to:

Email:info@serenitycaobang.com

We aim to respond to enquiries within 12 hours. Response times may be longer during public holidays, periods of high demand, or when confirmation from a third-party supplier is required.

A booking is not considered confirmed until:

We have received all required customer and passenger information.
The requested services have been confirmed as available.
The required deposit or full payment has been received.
Serenity Cao Bang has issued a written booking confirmation or service voucher.

Submitting a booking request does not automatically guarantee service availability.

Customers are responsible for reviewing all names, dates, pickup details, contact information, and booked services shown in the confirmation. Any error must be reported to us as soon as possible.

3. Deposit

The required deposit will depend on the type of service, travel date, group size, and supplier conditions.

Tickets, promotional offers, accommodation, private vehicles, customized tours, and other services with strict supplier conditions may require full payment at the time of booking.

The deposit amount and payment deadline will be stated in the quotation, payment request, or booking confirmation.

A booking may be released or cancelled if the required deposit is not received by the specified deadline.

4. Full Payment

Unless otherwise agreed in writing, the outstanding balance must be paid no later than five days before the scheduled departure or service date.

For bookings made close to the departure date, full payment may be required immediately.

Payments may be made using the methods made available by Serenity Cao Bang, which may include:

Cash.
Bank transfer.
Visa or Mastercard.
Approved online payment gateways.
PayPal or OnePay, where available.

Customers are responsible for any bank charges, card-processing fees, currency-conversion fees, intermediary bank fees, or other transaction costs unless otherwise stated.

A payment is considered complete only after the full amount has been successfully received and verified by Serenity Cao Bang.

Once the booking is confirmed and payment requirements have been completed, we will issue the relevant booking confirmation, voucher, receipt, or invoice by email or another agreed communication channel.

5. Unused Services

No refund will normally be provided for any service included in the confirmed booking but voluntarily not used by the customer.

Unused services may include:

Accommodation.
Meals.
Transportation.
Entrance tickets.
Tour activities.
Guiding services.
Sightseeing.
Other services included in the itinerary.

No refund will be issued when a traveler arrives late, leaves a tour early, misses a departure, chooses not to participate, or is unable to use a service due to personal circumstances.

A refund may be considered where a service is not provided because of an error by Serenity Cao Bang or the responsible supplier, subject to the circumstances and applicable contractual conditions.

6. Changes Requested by Customers

Customers may request changes to a confirmed booking by contacting Serenity Cao Bang in writing.

Requested changes are subject to:

Availability.
Supplier approval.
The conditions of hotels, transportation providers, guides, and other service providers.
Additional costs or administrative charges.
The time remaining before departure.

Changes may include adjustments to travel dates, passenger names, pickup locations, accommodation, vehicle category, itinerary, or group size.

We will make reasonable efforts to accommodate requested changes but cannot guarantee that every request will be accepted.

Any additional cost arising from a customer-requested change must be paid before the amended service is confirmed.

A significant change may be treated as a cancellation of the original booking followed by a new reservation.

7. Changes Made by Serenity Cao Bang

Serenity Cao Bang will make reasonable efforts to provide the itinerary and services described in the confirmed booking.

However, changes may occasionally be necessary due to:

Weather conditions.
Road conditions.
Safety concerns.
Supplier availability.
Traffic restrictions.
Government regulations.
Operational requirements.
Events beyond our reasonable control.

We reserve the right to correct errors and make reasonable changes before or after confirmation.

Where a significant change is required, we will inform the customer as soon as reasonably possible and, where available, offer an appropriate alternative.

Changes to the order of visits, departure times, transportation, accommodation of a similar standard, or activities may not be considered significant when the overall nature and value of the trip remain substantially unchanged.

8. Cancellation by Customers

Customers who wish to cancel a confirmed booking must notify Serenity Cao Bang in writing.

The cancellation date will be the date on which we receive the written cancellation request.

Cancellation fees will be calculated according to:

The date of cancellation.
The total confirmed booking value.
The conditions stated in the quotation or booking confirmation.
Non-refundable payments already made to suppliers.
Banking and payment-processing costs.
Administrative expenses incurred in arranging the service.

Cancellation fees are normally calculated using the original confirmed price before discounts or promotions unless otherwise stated.

Different cancellation conditions may apply to:

Public holidays.
Vietnamese Lunar New Year.
International New Year.
National celebrations.
Festivals.
Peak travel periods.
Promotional bookings.
Private or customized services.
Services with strict supplier conditions.

Special cancellation conditions for these periods will be communicated before confirmation where applicable.

Customers are advised to obtain travel insurance that covers cancellation costs arising from illness, accidents, travel disruption, or other unexpected circumstances.

9. Force Majeure

Serenity Cao Bang will not be liable for failure, delay, interruption, alteration, or cancellation caused by circumstances beyond our reasonable control.

Force majeure events may include:

Natural disasters.
Floods, landslides, storms, earthquakes, or extreme weather.
Fire.
Epidemics, pandemics, or public health emergencies.
War, terrorism, riots, or civil unrest.
Strikes or industrial action.
Government decisions or travel restrictions.
Border closures.
Road closures or transport disruption.
Fuel shortages.
Mechanical breakdowns.
Failure or insolvency of an independent service provider.
Damage to vehicles, accommodation, or facilities.
Other unforeseeable events beyond our reasonable control.

If a force majeure event affects the booking, Serenity Cao Bang may modify, postpone, replace, shorten, or cancel the affected services.

Any refund will depend on the amounts recoverable from the relevant suppliers after deducting non-refundable costs and services already provided.

Serenity Cao Bang will not be responsible for indirect losses, missed connections, loss of income, visa costs, additional accommodation, transportation expenses, or other consequential costs caused by a force majeure event.

10. Travel Documents

Customers are responsible for obtaining and carrying all documents required for their journey, including:

A valid passport.
Visa or entry permit.
Identification documents.
Travel authorizations.
Health certificates.
Insurance documents.
Documents required for children or minors.
Any other documents required by government authorities or service providers.

Customers must ensure that names provided during the booking process match the names shown on their identification or travel documents.

Serenity Cao Bang may provide general information or reasonable assistance but is not responsible for the customer’s failure to obtain the required documentation.

No refund will be provided when a customer cannot use a confirmed service because of missing, expired, incorrect, or invalid documentation.

11. Travel Insurance

Travel insurance is not automatically included in our tours, day trips, transportation, or other travel services unless specifically stated in the confirmed booking.

Customers are strongly advised to obtain comprehensive travel insurance before departure.

The policy should provide appropriate coverage for:

Medical treatment.
Emergency evacuation.
Personal accidents.
Trip cancellation.
Travel delays.
Lost or damaged luggage.
Personal liability.
Adventure or outdoor activities included in the itinerary.

Customers are responsible for reading and understanding the terms, exclusions, and coverage limits of their insurance policy.

Serenity Cao Bang is not responsible for losses or expenses that could have been covered by appropriate travel insurance.

12. Luggage

Unless otherwise stated in the booking confirmation, the standard luggage allowance for shared transportation is:

One main item of luggage weighing no more than 20 kilograms.
One small item of hand luggage per passenger.

Luggage allowances may vary depending on the vehicle, airline, transportation provider, or booked service.

Customers must inform us in advance when carrying:

Oversized luggage.
Sports equipment.
Wheelchairs.
Baby strollers.
Musical instruments.
Fragile items.
Other special baggage.

Additional fees may apply for excess or oversized luggage.

Customers are responsible for supervising their personal belongings and ensuring that luggage is securely packed, identified, and suitable for transportation.

Serenity Cao Bang is not responsible for ordinary wear and tear or for loss or damage caused by inadequate packaging, unattended belongings, prohibited items, or circumstances outside our reasonable control.

13. Customer Responsibilities

Customers must:

Provide complete and accurate booking information.
Follow reasonable safety instructions given by guides, drivers, and service providers.
Arrive at the agreed meeting or pickup point on time.
Behave respectfully toward other travelers, employees, local communities, and suppliers.
Comply with local laws, customs, and site regulations.
Avoid conduct that threatens safety, damages property, or disrupts the experience of others.
Inform Serenity Cao Bang in advance of relevant mobility needs, allergies, dietary requirements, or medical considerations that may affect participation.

Serenity Cao Bang may refuse or discontinue service to any person whose behavior presents a safety risk, seriously disrupts the tour, damages property, or violates applicable law.

In such circumstances, no refund will normally be provided, and the customer will be responsible for any resulting costs or damages.

14. Liability

Serenity Cao Bang is responsible for arranging the services confirmed in the customer’s booking with reasonable care and skill.

Some services may be provided by independent suppliers, including hotels, transportation companies, restaurants, guides, activity operators, and ticket providers.

To the extent permitted by law, Serenity Cao Bang will not be liable for loss, injury, delay, damage, or additional expense caused by:

The customer’s own act or omission.
Another member of the customer’s group.
An unrelated third party.
Failure to follow safety instructions.
Inaccurate information provided by the customer.
Force majeure events.
Circumstances that could not reasonably have been predicted or prevented.
Loss of unattended personal belongings.
Independent arrangements not included in our confirmation.

Nothing in these Terms and Conditions is intended to exclude or limit any liability that cannot legally be excluded or limited.

15. Complaints and Claims

Customers should report any problem to the guide, driver, service provider, or Serenity Cao Bang as soon as it occurs so that we have a reasonable opportunity to resolve the matter.

If the issue cannot be resolved during the trip, the customer should submit a written complaint containing:

The booking reference.
Customer contact information.
A clear description of the issue.
The date and location of the incident.
Relevant photographs, receipts, messages, or supporting documents.
The resolution being requested.

Complaints should be sent within a reasonable period after the completion of the service.

Serenity Cao Bang will review the complaint and attempt to resolve the matter through good-faith negotiation and mutual cooperation.

16. Dispute Resolution

These Terms and Conditions are governed by the applicable laws of Vietnam.

Any dispute arising from or relating to a booking or service should first be resolved through direct negotiation between the customer and Serenity Cao Bang.

If the dispute cannot be settled through negotiation, it may be referred to a competent Vietnamese court or, where agreed by the parties, to the Vietnam International Arbitration Centre in accordance with its applicable rules.