Cancellation and refund policy
Service booking, payment, transfer, rescheduling, cancellation, and force majeure rules.
Purpose and scope of application
This policy specifies the conditions for service booking, payment, transfer, rescheduling/refund, tour cancellation, and force majeure events.
This policy applies to all individual customers, customer groups, and organizations that need to use services or join tours organized by To Ong Adventure.
Definitions
Departure date means the date on which the trip begins according to the tour itinerary registered by the customer, corresponding to the date on which the transport vehicle departs with customers from the meeting point in Ho Chi Minh City.
Listed price means the official tour price announced by To Ong Adventure at the time of registration, excluding promotions, air tickets, transportation costs, other costs not included in the service price, and any applicable surcharges.
Public holiday/Tet period means holidays prescribed by Vietnamese law or peak periods announced in advance by To Ong Adventure.
Refund or rescheduling means changing the departure time to another future date for the same tour or for a replacement tour.
Tour cancellation means the customer refuses to join the tour after registration, with or without reason.
Force majeure event means any event, circumstance, or situation occurring beyond control, including but not limited to war, hostile acts, invasion, uprisings, domestic riots, revolution, civil war, bad weather, epidemic, strike, storm, flood, earthquake, other natural disasters, and decisions of competent State authorities.
Service price
The service price is calculated at the time the customer successfully registers and receives confirmation from To Ong Adventure.
The service price may be adjusted or changed according to the pricing policy from time to time or during Public holiday/Tet periods, and will be notified to customers before payment and use of the service.
The service price does not include air tickets, hotels outside the program, personal equipment purchase costs, tips for guides, and costs not clearly stated in the tour program.
The package service price will not be reduced if the customer does not use tent services, brings their own tent, does not use meals, or prepares other services by themselves.
Service booking, payment, and confirmation process
Step 1: The customer sends service request information and provides an email address.
Step 2: Within 24 working hours, excluding Public holiday/Tet periods, Saturdays, and Sundays, the customer will receive an email from To Ong Adventure with instructions for registering personal information.
Step 3: The customer fills in the information according to the instructions and receives a payment instruction email.
Step 4: The customer pays the deposit, seat-holding amount and/or the full tour cost by bank transfer within 03 days from receipt of the payment instruction email. If the customer chooses direct payment, please contact the To Ong Adventure office within the same 03-day period. Seats are held only for 03 days from the date the email is received; if the customer does not pay within this period, the registration will be cancelled.
Step 5: After successful payment, the customer will receive a confirmation email within 24 working hours, excluding Public holiday/Tet periods, Saturdays, and Sundays.
Payment methods and successful trip booking
Customers may choose bank transfer to the account provided by To Ong Adventure.
Customers may also pay in cash directly at the To Ong Adventure office.
A trip booking is confirmed as successful when the customer completes payment on time, including a minimum deposit of 500,000 VND/person to hold a seat.
The remaining service value must be paid 5 days before departure for normal dates and 11 days before departure for Public holiday/Tet periods.
Tour transfer
Customers may transfer a tour to another individual, subject to a service fee of 100,000 VND/tour for each transfer, including the cost of changing registration information.
The transferee must meet all tour participation conditions under To Ong regulations.
The transfer must be notified to and confirmed by To Ong Adventure before the departure date. If the customer does not provide notice and receive confirmation approving the transfer before the departure date, To Ong Adventure has the right to refuse service provision to the transferee and treat the case as a tour cancellation by the customer.
Changing the registered tour service
Customers may register to change the tour service and choose another route by sending a notice or change request at least 07 days before the departure date of the registered tour.
After receiving the notice or request, To Ong Adventure will respond to the customer after considering relevant conditions, including whether the newly registered tour service has a suitable departure schedule and available seats.
No service change fee applies; the customer only has to pay extra if the route selected by the customer has a service value higher than the service value previously registered by the customer.
Refund/rescheduling policy for registered tours
For normal dates (Applicable once only)
| Notice period | Fee |
|---|---|
| From registration until 6 days before departure | Free |
| 04 - 05 days before the departure date | 500,000 VND/person |
| 02 - 03 days before the departure date | 50% of the listed price |
| < 02 days before the departure date | 100% of the listed price |
For Public holiday/Tet periods (Applicable once only)
| Notice period | Fee |
|---|---|
| From registration until 12 days before departure | Free |
| 08 - 11 days before the departure date | 500,000 VND/person |
| 04 - 07 days before the departure date | 50% of the listed price |
| < 04 days before the departure date | 100% of the listed price |
Notes:
The selected replacement tour must have a departure date no later than 06 months from the date the customer notifies To Ong Adventure of the tour refund/rescheduling.
Each customer may register for tour refund/rescheduling only once. Within 6 months from the registration date, if the customer cannot choose a time to use the service, the deposit and paid amount will not be refunded and the right to refund/reschedule the tour will be cancelled.
During the tour refund/rescheduling period, if the customer decides to cancel the service or cancel the tour after registering for refund/rescheduling, the cancellation policy will apply based on the time of the refund/rescheduling notice compared with the departure date of the tour initially registered by the customer.
During the tour refund/rescheduling period, if the customer no longer needs to continue using the service, the customer has the right to transfer the tour to another person under the Tour transfer rules, and the transferee must complete payment of any price difference before the departure date.
Service cancellation fee
For normal dates
| Notice period | Fee |
|---|---|
| From registration until 6 days before departure | 500,000 VND/person |
| 04 - 05 days before the departure date | 30% of the listed price |
| 02 - 03 days before the departure date | 50% of the listed price |
| < 02 days before the departure date, including on the departure date and late arrival cases | 100% of the listed price |
For Public holiday/Tet periods
| Notice period | Fee |
|---|---|
| From registration until 12 days before departure | 500,000 VND/person |
| 08 - 11 days before the departure date | 30% of the listed price |
| 04 - 07 days before the departure date | 50% of the listed price |
| < 04 days before the departure date, including on the departure date and late arrival cases | 100% of the listed price |
Refund and cancellation policy due to objective conditions
If, during the period from 05 days to 01 day before the departure date, a force majeure event or other objective situations arise causing To Ong to consider that the trip cannot ensure safety, To Ong has the right to proactively adjust the itinerary or decide to refund or cancel the entire journey.
In this case, To Ong will notify customers and propose an alternative plan with another departure schedule or propose transferring customers to another tour. If To Ong cancels/reschedules the registered itinerary and the customer cannot arrange a new schedule, To Ong Adventure will refund the deposited/paid amount to the customer within 15 working days from the date of receipt of the cancellation confirmation information, excluding Saturdays, Sundays, and Public holiday/Tet periods.
If, on the departure date or during the tour, a force majeure event or other emergency situations arise causing continuation of the journey to no longer ensure customer safety, To Ong has the right to adjust, change, or cancel part or all of the journey to ensure general safety.
The adjustment may include but is not limited to changing means of transport, destinations, accommodation, or itinerary with equivalent alternatives, and To Ong will notify all customers in detail of the change and the reason for the change.
If the customer does not agree to comply with To Ong's change request, the customer will be fully responsible for all arising issues. In the above adjustment case, To Ong is not obliged to refund costs, compensate for damages, or bear any legal responsibility related to changing or cancelling the journey due to a force majeure event.
Refund and cancellation policy due to subjective conditions
For subjective conditions leading to trip cancellation/tour cancellation, such as the itinerary or tour registered by the customer not meeting the minimum departure quantity, To Ong Adventure will send notice to the customer at least 03 days before the departure date of the tour registered by the customer.
To Ong Adventure will make an adjustment by refunding/rescheduling the departure date to another time or changing to another route as a backup plan.
If the customer does not agree, To Ong will refund the entire amount that the customer has deposited/paid within 15 working days, excluding Saturdays, Sundays, and Public holiday/Tet periods.
Notes:
When the events specified under objective conditions or subjective conditions occur, if the customer agrees to transfer to another tour or change the departure time and a cost difference arises between the new tour and the original tour, if the new tour price is higher than the original tour, the customer is responsible for paying the outstanding difference no later than 01 day before the departure date of the new tour.
If the new tour price is lower, the difference will be preserved for deduction from the next tour or converted into a service voucher attached to the tour, with a maximum validity period of 06 months from the date of issuance.
Contact and effect
For any questions about this policy, please contact hotline +84 933 22 7878, email hello@toongadventure.vn, or office address 53 Duong So 2, Van Phuc Urban Area, Hiep Binh Ward, Ho Chi Minh City, Vietnam.
This policy takes effect from the date of issuance 01/07/2025 and may be updated without prior notice. Please check the latest version on the website https://toongadventure.com/ before registering for services.
Liability waiver form
Adventure tour waiver covering risks, health conditions, safety compliance, insurance, and release of liability.
WHEREAS:
- To Ong Discover Experience Limited Company (“TOA” or “Tổ Ong Adventure”) is an enterprise duly established and operating under the laws of Vietnam, with its registered address at No. 161 Ung Văn Khiêm, Mỹ Thạnh Tây Ward, Ho Chi Minh City; and is a service provider operating exploratory and adventure experience tours, connecting and arranging matters related to transportation, short-term accommodation, mountain climbing, and camping for customers;
- “Exploratory and adventure experience Journey” means tourism tours involving one or more adventure activities that may pose risks affecting the health and life of participants, including mountain climbing, stand-up paddleboarding, kayaking, forest and mountain exploration, etc.;
- “Customer” means the person directly participating and/or the guardian of accompanying children, depending on each journey, who agrees to use TOA’s services and satisfies all conditions on age, health status, and physical fitness suitable for each journey according to the information provided and/or announced in advance by TOA.
By registering to participate in the Journey and confirming this Waiver Form, the Customer acknowledges that they have fully understood and agreed to use TOA’s services under the following specific terms and conditions:
1. Awareness of risks
The Customer confirms that they have learned about and are fully aware of the risks related to the Customer’s health and life when participating in exploratory and adventure tourism activities;
2. Health condition undertaking
The Customer undertakes and confirms that they have sufficient health conditions, training, and physical preparation to participate in the Journey; are not pregnant; have no history of, do not suffer from, and show no signs of cardiovascular disease, blood pressure conditions, injuries, allergies, and/or any other diseases or conditions that may affect health and/or pose a risk of injury or death to the Customer while participating in the Journey. The Customer undertakes to truthfully, fully, and accurately declare their health condition and health-related notes to TOA, and shall be fully responsible for the declaration of their information.
3. Notice of abnormal health conditions
Immediately before the start of and throughout the Journey, if the Customer notices any abnormal health signs or becomes ill or injured, the Customer shall promptly notify TOA and voluntarily withdraw from the Journey and/or agree to follow the instructions, requests, and/or decisions of the Guide during the Journey. Accordingly, the Customer agrees to pay any related expenses incurred, including but not limited to food, accommodation, airfare, train tickets, vehicles, or other means of transportation, if the Journey does not take place as expected due to the reasons stated in this Section.
4. Compliance with safety regulations
The Customer agrees and undertakes to comply with TOA’s regulations, safety guidelines and instructions, notes, reasonable requests, and accepts the decision-making authority of TOA’s representative in charge of the Journey, including the Guide, Manager, and Staff of Tổ Ong Adventure, in order to ensure the safety of the Customer and all other participants in the Journey. The Customer shall be solely responsible and agrees to release TOA from all liability in the event that the Customer voluntarily leaves the group/delegation arranged by TOA and/or fails to comply with the above guidelines and regulations; at the same time, TOA has the right to continue the Journey with the remaining participants without requiring the Customer’s consent.
5. Personal responsibility when participating
The Customer understands and agrees that adventure tourism activities, including but not limited to traveling through forest and mountain terrain, mountain climbing, camping, swimming in the sea, rivers, streams, ponds or lakes, stand-up paddleboarding/kayaking, etc., always involve dangers and/or require each Customer to remain careful, attentive, and prioritize all safety factors when participating, and/or may require appropriate skills or support from the Guide and other participants. Nevertheless, these activities still involve risks and dangers that may affect the Customer’s health and life due to personal mistakes or carelessness unrelated to the supporting equipment or items provided by TOA; or the Customer may be injured, physically or mentally affected, or even die from various causes, including but not limited to overexertion, dehydration, heart attack, slipping, tripping or falling, or other accidents. The Customer may also be injured or cause injury to others, suffer damage or loss of property, cause damage to another person’s property, or encounter other incidents due to carelessness, accidents, force majeure events, or the Customer’s own decisions.
The Customer shall be solely responsible and/or compensate for any damage caused by the Customer; and shall release TOA from all related liability arising from the above cases. If the Customer is injured and requires medical assistance, the Customer agrees to pay all medical treatment and/or emergency transportation expenses under the coordination and decision of TOA/the Guide in charge of the Journey.
6. Changes to or cancellation of the Journey
The Customer agrees that TOA/the Guide may change the route, itinerary and/or postpone or cancel the Journey compared with the published or advertised content depending on actual conditions at the destination, or due to force majeure conditions such as weather, storms, floods, natural disasters, epidemics, unexpected accidents during the Journey, or other objective incidents beyond TOA’s control, or where TOA deems it truly necessary, in order to ensure the safety of all participants. In such case, the Customer shall pay any reasonable expenses incurred, if any, due to changes to the itinerary according to the notice and arrangement of the Guide.
7. Travel insurance
TOA shall purchase and maintain a travel insurance package for the Customer when participating in the Journey. The Customer agrees that, in all cases of damage or injury related to the Customer’s life or health that fall within the scope of the above insurance package, the Customer shall be compensated up to a maximum limit of 50.000.000 VNĐ/person/case. TOA shall support and accompany the Customer in the process of resolving any compensation claims, if any, with the Insurance Company.
8. Preservation of items and equipment
The Customer is responsible for preserving supporting items and equipment provided by TOA to ensure safety, including lights, trekking poles, raincoats, tents, sleeping bags, life jackets, SUPs, etc., throughout the Journey. The Customer shall compensate TOA for the value of the above items and equipment if the Customer loses, damages, or forgets them. The Customer has the right to refuse to receive the above supporting items and equipment, provided that the Customer shall be solely responsible if any incident or unsafe condition occurs due to the absence of such supporting items and equipment.
9. Release from legal liability
TOA shall be exempt from any and all legal liability arising from or related to the Customer’s violations when participating in the Journey, including violations of law, unless the Customer has properly complied with TOA’s regulations, guidelines, and requests. At the same time, the Customer shall release TOA and or TOA’s representatives/related parties, including but not limited to public authorities, local officials at the destination, TOA employees, agents, volunteers, guides, and TOA’s partners, from any compensation claims, waive any demands for benefits or complaints, lawsuits and/or any legal procedures arising from or related to injury, disability, loss of life of the Customer, or loss of or damage to property throughout the Journey as a result of the Customer’s violations or personal decisions.
Confirmation and effect of the Waiver Form
This Liability Waiver Form is attached to the Customer’s file and registration information for participation in the Journey, together with the terms and conditions on activity organization and the detailed itinerary of each Journey as announced on TOA’s website (https://toongadventure.com/) and TOA’s communication channels and online registration system.
Registration to participate in the Journey shall be understood to mean that the Customer has read, understood, and accepted all terms and conditions on release of liability stated in this Waiver Form and the regulations to be complied with when using TOA’s services and participating in the Journey.
Privacy policy
How To Ong Adventure collects, uses, retains, shares, and protects customer personal information.
Purpose and scope of collection
Personal data is mainly used to serve customers’ interests when customers join To Ong Adventure trips, use services, access the website, or communicate with To Ong Adventure.
Collected information may include full name, gender, date of birth, address, email, phone number, preferences, health condition, booking information, tour booking information, and payment information.
Customers are responsible for providing accurate and lawful information when requested and when they agree to provide such information.
Service delivery and contract performance
To perform service contracts, To Ong Adventure processes customers’ names, addresses, contact details, and related information to reserve places and provide trekking and tour services.
Sensitive information such as health information is used only for contract performance and appropriate customer care.
Customers using special service packages
For customers purchasing year-round benefit packages, personal data may be used to update policies and eligible trips, send benefit and promotion information, manage reservations, and resolve customer requests.
Accounting, finance, and customer care
To Ong Adventure may collect, retain, and use customer data for internal business purposes such as record keeping, legal compliance, and tax obligations.
Customer data may also be used to receive feedback, suggestions, requests, and complaints; resolve customer requests; analyze service quality; conduct satisfaction surveys; and send customer care messages.
Contact and direct marketing
Personal information may be used to contact customers about services, answer questions, resolve complaints, and provide updates.
To Ong Adventure may use personal data for direct marketing such as promotions, newsletters, personalized advertising, and general offers. Customers may opt out by email, unsubscribe links, or direct contact.
Retention period and disclosure
Personal data is retained during service provision, until the collection purpose is completed, until legal obligations and disputes are resolved, or until customers request deletion where applicable.
Personal data may be disclosed to authorized employees, member companies, business partners, transportation providers, hotels, service providers, travel partners, local authorities, and competent agencies when required to provide services, fulfill legal obligations, or protect customer safety.
Customer rights
Customers have the right to access, correct, request deletion, restrict processing, object to direct marketing, withdraw consent, lodge complaints or initiate lawsuits, and request compensation in accordance with applicable law.
Requests may be sent to To Ong Adventure by post or email with necessary identity information for verification.
Confidentiality commitment and effect
To Ong Adventure values customer trust and is committed to protecting customer privacy and confidentiality responsibly.
To Ong Adventure does not trade, sell, or distribute customer personal information to third parties except when required by law or competent state agencies. This policy is effective from August 31, 2024 and may be changed when necessary.
Website terms of use
Website access, online booking, payment, intellectual property, and limitations of responsibility.
Website ownership and information purpose
The To Ong Adventure website is owned and managed by To Ong Adventure. Information on the website is provided to introduce To Ong Adventure, its products, services, promotions, and customer care programs.
To Ong Adventure is responsible for ensuring the legality of the information provided on the website, while users are responsible for using the website lawfully and appropriately.
Acceptance of terms
By accessing or using the website, users agree to comply with these website terms and related policies published by To Ong Adventure.
If users do not agree with any term, they should stop using the website and related services.
Use of website content
Website content is provided for personal reference and service registration purposes. Users may not modify, copy, distribute, translate, display, operate, reproduce, publish, license, transfer, or commercially exploit information, products, or services obtained from the booking function without permission.
Online booking function conditions
Online tour booking functions are for personal use. Users must have legal capacity when registering for services.
Users must not transmit or distribute threatening, defamatory, pornographic, political, racist, unlawful, or provocative content through the website.
Users accept financial responsibility for all use of the website by themselves or by anyone using their name or account, and must ensure all provided information is true and accurate.
Registration, account use, and payment
When registering through the website, users enter into a direct contractual relationship with To Ong Adventure. Booking terms may include limitations, exclusions, cancellation fees, and change fees after confirmation.
Published schedules and prices should be reviewed before booking. Service prices do not include flights, hotels outside the program, personal equipment purchases, or guide tips.
Booking process
Customers choose a departure date and submit registration information through the website form. To Ong Adventure does not guarantee a booking until the required deposit or payment is completed.
Customers must review the departure date, selected journey, price, and registered information before payment. Payment can be made by deposit, bank transfer, or direct payment at the company.
Successful payment is confirmed by email within 24 hours. To Ong Adventure does not guarantee booking information until customers receive the confirmation email.
Transfer, change, cancellation, and refund
Transfer, change, cancellation, and refund rules are governed by the Cancellation and Refund Policy. Customers should read that policy carefully.
If a customer is allowed to cancel or change a service but does not do so within the permitted deadline, cancellation fees, taxes, service fees, or other booking fees may apply whether or not the service is used.
Liability, privacy, and other terms
Users agree that To Ong Adventure provides services only if users agree to the limitations of liability stated in these terms. Users are responsible for their content and information provided to To Ong Adventure.
Privacy and personal data protection are governed by the Privacy Policy. These terms are governed by Vietnamese law. Any feedback submitted on the website may be deemed non-confidential.