Refund, Cancellation & Postponement Policy

This policy applies to every Ha Giang Loop booking made with Freedom Ha Giang Loop ("Freedom", "we", "us"): the 2-day, 3-day and 4-day Loops, whether you ride Easy Rider behind a local driver, ride by yourself, or take the seat behind a friend. Read it together with our Payment Policy and Disclaimer. All amounts are in Vietnamese Dong (VND). The version published on freedomhagiangloop.com on the day you book is the one that applies to your booking.

1. Cancellation by you

1.1 How to cancel

Tell us in writing. A WhatsApp message to +84 973 910 970, an email to hello@freedomhagiangloop.com, or a visit to our base at 297 Ly Thuong Kiet Street, Ha Giang City with your booking confirmation all count. A phone call on its own does not: we need a written record with your booking code, your start date and the names on the booking. The cancellation date is the day we receive that message (Vietnam time, GMT+7).

1.2 Cancellation windows

Days are counted back from the start date in your confirmation, which is the morning the Loop leaves Ha Giang, not the day of your pick-up.

• 15 days or more before the start date: we refund 80% of the amount you have paid. The rest is kept as a cancellation charge to cover the guide, bikes and homestay beds already reserved for you.
• 7 to 14 days before the start date: no refund. We move your booking to a new start date of your choice, free of charge, subject to availability.
• Less than 7 days before the start date: no refund. A date change is the only option, and we can offer it only if a guide, a bike and homestay beds are still free on the new date.
• No-show, arriving too late to leave with your group, or leaving the Loop part-way: 100% of the tour price is charged and nothing is refunded, whatever the reason.

1.3 The deposit

The deposit that secures your booking is non-refundable in every case. The 80% refund in 1.2 applies to bookings that were paid in full before the Loop. If you have paid only the deposit and cancel, the deposit is forfeited, the booking is closed and no balance is owed.

1.4 Unused services

Meals, homestay nights, pick-ups, entry tickets, activities or stops that you choose to skip are not refunded and cannot be swapped for something else.

1.5 How refunds are paid

Refunds are sent by bank transfer to the account the payment came from, within 14 business days of our written confirmation of the cancellation. Bank charges on international transfers are deducted from the amount refunded. We do not refund on the basis of reasons we cannot verify.

1.6 Large groups

Bookings for large groups may carry their own cancellation terms. If so, we put them in writing in your confirmation and they take precedence over the windows above.

2. Cancellation or changes by Freedom

2.1 If we have to cancel

It rarely happens, but if we cancel a Loop for reasons on our side (not because your deposit or balance was missed or paid late), or because of force majeure, we contact you immediately and you choose one of the following:

• a full refund of everything you have paid to us, sent within 14 business days;
• a credit for a future Loop with Freedom;
• a new start date.

No compensation is paid beyond the amounts we have received from you. We may also cancel the agreement between us if the full price has not been paid when it is due.

2.2 Force majeure

Force majeure means events outside our reasonable control, including: dangerous weather and any official order by the local authorities to suspend traffic on the Loop, landslides, floods and other natural disasters, epidemics and health restrictions, fire, strikes, riots, war or civil unrest, acts of government, police or military authorities, fuel shortages, mechanical failure of a vehicle, and the insolvency or default of a supplier we rely on. If force majeure forces us to shorten, change, extend or cancel a Loop, you cannot claim compensation for losses that follow from it. The options in 2.1 are what we offer.

2.3 Route changes for safety

Our guides may change the route, the order of stops or the homestay on the day if a road is closed, the weather turns or the group needs it. This is not a cancellation and does not create a right to a refund. We do our best to replace any stop we have to skip with an equivalent one.

2.4 Declining or ending a booking

We may decline a booking without explanation if we believe a rider could put themselves, the group or the public at risk. We may end your participation without refund if you ride under the influence of alcohol or drugs, ignore safety instructions or Vietnamese traffic law, or, if you booked the self-riding option, cannot show the national licence and International Driving Permit our terms require.

3. Changes and postponement by you

Want to move your start date, add or remove a rider, switch between Easy Rider, ride-by-yourself and seat-behind, change the length of your Loop, or correct the names on the booking? Message us on WhatsApp or by email at least 5 days before the start date. Every change needs our written approval and depends on availability.

• If the new arrangement costs more, the difference is due before the Loop starts.
• If the new arrangement costs less, we treat the reduction as a partial cancellation under section 1.
• If you postpone into a period with a different price, the price valid for the new date applies.
• Requests received less than 5 days before the start date are handled under the cancellation windows in section 1.

4. Flights, visas and travel documents

Getting to Vietnam and to Ha Giang is your responsibility. Flights, trains and buses booked with other companies follow those companies' own terms; airfares are usually non-refundable and non-transferable, and we cannot change that. The same goes for visas: holding a valid passport and obtaining any visa or e-visa in time is entirely up to you, and we are not responsible if a visa is delayed or refused for any reason.

A booking you cannot use because of a cancelled flight, a missed connection or a visa problem is treated as a cancellation by you under section 1. There is no separate refund or credit for these cases. Good travel insurance is the right way to cover this risk.

5. Travel insurance

Every Loop includes basic travel insurance for the days you ride with us, as listed under "What's included" on each tour page. It is not a substitute for a full travel insurance policy from your home country. Before you arrive in Vietnam, make sure you hold a policy that covers riding a motorbike as a driver or as a passenger, medical treatment and evacuation, trip cancellation, flights and luggage, and read it so you know what it pays. Claims are made by you directly with your insurer under the terms of your policy.

6. Disputes and claims

If something goes wrong, tell your guide on the spot so we can put it right while you are still on the Loop. Any claim after the tour must reach us in writing within 30 days of the end of your Loop.

We first try to settle every dispute by discussion and mutual agreement. If that fails, the dispute is finally resolved by the Vietnam International Arbitration Centre (VIAC) at the Vietnam Chamber of Commerce and Industry, under Vietnamese law.

Contact

• WhatsApp: +84 973 910 970 (7am - 10pm, Vietnam time, GMT+7)
• Email: hello@freedomhagiangloop.com
• In person: 297 Ly Thuong Kiet Street, Ha Giang City, Tuyen Quang Province, Vietnam