Cancellation and refund policy
Payment, transfer, rescheduling, cancellation, and refund rules for To Ong Adventure trips.
Service price
The service price is calculated at the time the customer successfully registers and is confirmed by To Ong Adventure.
Pricing may be adjusted over time, including holidays and Tet, and will be communicated before customers pay for and use the service.
The service price does not include flights, hotels outside the program, personal equipment purchases, or tips for guides. Package prices are not reduced if customers do not use included camping, food, or similar services.
Payment and confirmation
Within 24 working hours after booking, excluding holidays and weekends, customers receive an email with personal information registration instructions.
Payment can be made by bank transfer within 3 days after the deposit or payment request email is sent. After this period, the registration may be cancelled.
Successful payment is confirmed by email within 24 working hours. A trip is considered successfully booked after the required deposit or payment is made and confirmed.
Payment methods
Bank transfer through the account provided by To Ong Adventure.
Cash payment directly at the To Ong Adventure office.
Successful trip booking
Customers should make a minimum deposit of 500,000 VND per person to hold their place according to the payment information provided by To Ong Adventure.
The remaining balance must be paid at least 5 days before departure so the customer can be confirmed for the journey.
Ticket transfer
Customers may transfer a ticket to a friend with a service fee of 100,000 VND per transfer, covering changes to registration information and related services.
Changing the registered route
Customers may switch to another route by notifying To Ong Adventure at least 7 days before departure.
If the requested route has a departure date and enough capacity, To Ong Adventure will support the change without a transfer fee. Customers may need to pay the difference or receive a refund if the new route price is higher or lower than the original route.
Rescheduling fees for normal dates
From after registration to 6 days before departure: free.
From 5 to 4 days before departure: 500,000 VND per person.
From 3 to 2 days before departure: 50% of the listed price.
1 day before departure or on the departure date: 100% of the listed price.
Cancellation fees for normal dates
From after registration to 6 days before departure: 500,000 VND per person.
From 5 to 4 days before departure: 30% of the listed price.
From 3 to 2 days before departure: 50% of the listed price.
1 day before departure, on the departure date, or late arrival at departure: 100% of the listed price.
Holiday and Tet departures
For holiday or Tet periods, rescheduling or cancellation from after registration until 31 days before departure is free.
From 30 to 16 days before departure, the fee is 50% of the listed price. From 15 days before departure or on the departure date, the fee is 100% of the listed price.
Trip cancellation by To Ong Adventure
For objective conditions such as natural disasters, storms, large waves, or epidemics, To Ong Adventure will notify customers as soon as possible and support preserving payment for another trip. If customers cannot arrange a new date, To Ong Adventure will refund paid amounts within 15 working days after receiving cancellation confirmation.
If a trip is cancelled because it does not meet the minimum departure quantity, To Ong Adventure will notify customers at least 3 days before departure and support rescheduling or changing to another route. If customers do not agree, To Ong Adventure will refund the paid amount within 15 working days.
Privacy policy
How To Ong Adventure collects, uses, stores, shares, and protects customer personal information.
Purpose and scope of collection
Personal data is mainly used to serve customer 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 agreeing to provide it.
Service delivery and contract performance
To perform service contracts, To Ong Adventure processes customer name, address, contact details, and related information to hold places and provide trekking and tour services.
Sensitive information such as health information is used only for contract performance and appropriate customer care.
Special service members
For customers buying 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, store, 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.
Storage period and disclosure
Personal data is stored 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 rights to access, correct, request deletion, restrict processing, object to direct marketing, withdraw consent, complain or sue, and request compensation according to 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 commits 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. The policy is effective from August 31, 2024 and may be changed when necessary.
Website terms of use
Rules for accessing the website, using online booking features, payment, intellectual property, and responsibility limits.
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, products, services, promotions, and customer care programs.
To Ong Adventure is responsible for ensuring the legality of providing website information, 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 from the booking function without permission.
Booking feature conditions
Online tour booking features are for personal use. Users must have legal capacity when registering for services.
Users may not distribute threatening, defamatory, pornographic, political, racist, unlawful, or provocative materials 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 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 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 liability limits 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 treated as non-confidential.