Customers are responsible for preparing all necessary documents before the trip.
For international customers, passports must remain valid in accordance with applicable regulations, and customers are responsible for obtaining a visa to enter Vietnam where required. Copies of identification documents will be submitted for accommodation registration, insurance purchase or procedures required by the relevant authorities.
Hidden North Vietnam takes a high level of responsibility in ensuring and encouraging supporting service providers, including transportation providers, hotels and restaurants, to consistently maintain their service standards. However, we are not responsible for losses, delays or changes arising from service providers, weather conditions, natural disasters, decisions by the relevant authorities or events beyond the control of Hidden North Vietnam.
In all circumstances, Hidden North Vietnam will make every effort to support customers and find appropriate solutions to minimize any impact on the journey.
Some Hidden North Vietnam programs require a minimum number of participants to ensure service and experience quality.
Where a shared tour does not meet the required minimum number of participants, Hidden North Vietnam has the right to:
We will notify customers as soon as possible to minimize any impact on their travel plans.
The tour guide has the right to refuse to allow a customer to continue participating in an activity or program where the customer’s conduct creates a danger, violates the law, harasses others or repeatedly fails to comply with safety instructions. In such cases, unused services may not be refunded, and the customer will be responsible for any related additional costs, subject to the Booking Conditions and applicable laws.
Customer safety is always Hidden North Vietnam’s highest priority. Some programs may include trekking, kayaking, boating or other outdoor activities in mountainous areas.
Customers must follow the tour guide’s instructions, use safety equipment correctly and proactively provide information about their health condition before the trip.
Where weather conditions or actual circumstances do not ensure safety, Hidden North Vietnam has the right to adjust the itinerary or change certain activities to ensure the safety of the entire group.
The tour price includes travel insurance for the duration of the tour. Customers are covered by travel insurance in accordance with the applicable regulations and scope of coverage. However, this does not include insurance for tour cancellation risks or risks arising outside the time and area in which our tour activities take place.
We encourage customers to purchase additional comprehensive travel insurance before the trip to protect their interests against risks such as flight cancellations, lost luggage, medical expenses or incidents arising outside the scope of the itinerary. Although Hidden North Vietnam always prioritizes safety standards in all activities, customers should understand that journeys in mountainous, remote or community-based areas may still be affected by weather conditions, terrain and other objective factors.
Hidden North Vietnam always strives to provide accurate and up-to-date information about itineraries, destinations, weather conditions, transportation, local cultures and necessary information before the trip.
Information shared through the website, email or direct consultation is intended to help customers prepare as effectively as possible for the journey. However, certain information may change due to actual conditions at the destination or decisions by the relevant authorities that are beyond our control.
In all circumstances, Hidden North Vietnam will proactively inform and coordinate with customers to provide an appropriate solution and ensure their interests and the best possible experience.
