Booking & Cancellation Policy

After receiving a tour booking request, the Hidden North Vietnam team will contact the customer within 48 working hours to confirm the itinerary and provide payment instructions.

Customers are requested to carefully check the booking information and payment instructions before completing the transaction. The tour booking will only be confirmed after Hidden North Vietnam has received the payment agreed upon by both parties.

Please transfer payment only to Hidden North Vietnam’s official bank account provided in the confirmation email or on the official website.

Hidden North Vietnam will confirm receipt of payment as soon as possible.

Note: We are not responsible for payments sent to unofficial accounts or to any account not provided in writing by Hidden North Vietnam.

To protect the interests of all customers and facilitate service arrangements with local partners, all tour cancellation requests must be submitted in writing by email or WhatsApp and confirmed by Hidden North Vietnam.

• 30 days or more before the departure date: A refund of 100% of the amount paid, after deducting any non-refundable costs already incurred, if applicable.
• From 15 days to fewer than 30 days before the departure date: A cancellation fee equal to 50% of the total tour value.
• Fewer than 15 days before the departure date: A cancellation fee equal to 100% of the total tour value.

Hidden North Vietnam will make every effort to assist customers in changing the departure date instead of cancelling the tour, where actual conditions allow.

Where a tour cannot be operated or must be suspended due to force majeure events beyond the control of the parties, Hidden North Vietnam has the right to adjust the itinerary, postpone or cancel the tour to ensure customer safety.

Force majeure events include, but are not limited to:

• Natural disasters, storms, floods, landslides, earthquakes or forest fires.
• Epidemics or public health emergencies.
• War, riots or events affecting security.
• Decisions by government authorities or local authorities that prevent the itinerary from continuing.

To ensure transparency, safety and service quality, Hidden North Vietnam does not permit customers to sell, resell or transfer tours for commercial purposes in any form.

Where Hidden North Vietnam discovers that a tour has been resold or transferred without authorization to a third party without our written approval, Hidden North Vietnam has the right to refuse to provide the service or cancel the tour booking confirmation. In such cases, the entire amount paid will be non-refundable. This applies to both the original tour booker and the recipient of the transfer.

This policy applies to all Hidden North Vietnam programs, including shared tours, private tours and group tours.

• More than 30 days before departure: The departure date may be changed free of charge, subject to availability. Please note that if the new departure date has a higher tour price, the customer will be required to pay the difference.
• From 15 to 29 days before departure: Hidden North Vietnam will assist with changing the departure date, and the customer will pay any additional costs incurred, if applicable.
• Fewer than 15 days before departure: Departure date changes are not permitted, except in special circumstances approved in writing by Hidden North Vietnam.

You may submit a tour booking request through the website or contact Hidden North Vietnam through email, WhatsApp or other official channels. We will check availability, confirm the itinerary and send payment instructions before the booking is confirmed.

We always welcome solo travellers to join our shared tours. If you would prefer a more private experience, we can also design a private tour upon request.

Hidden North Vietnam organizes private tours for families, groups of friends, businesses, schools and international groups. The itinerary will be designed flexibly according to each group’s requirements and budget.

The number of participants depends on each program to ensure the quality of the experience and protect the local environment. The maximum number of participants will be clearly stated in each tour.

Most Hidden North Vietnam cultural and sightseeing tours are suitable for children and elderly guests who are in good health. For trekking programs or outdoor activities, we will recommend a suitable tour based on each customer’s age and health condition.

We encourage customers to book tours at least 30 days in advance, particularly during peak seasons or public holidays, to ensure availability and allow sufficient time to arrange the services.

Please notify Hidden North Vietnam before the trip if you are vegetarian, have food allergies or have special dietary requirements so that we can make the best possible preparations.

After the tour has been successfully booked, Hidden North Vietnam will send you a list of items to prepare, weather information and important notes to help you get ready for the journey.