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Terms & Policy, Privacy Policy, and Payment Policy for Cat Ba Outdoors — operated by CATBA OUTDOORS ST JSC. Last updated October 2026. View the Vietnamese version →
Terms & Policy
These terms and conditions form an agreement between you and Cat Ba Outdoors (a brand of CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY). By browsing the website, requesting a quote, or confirming a booking with us, you accept these terms. They may be updated from time to time; it is the customer's responsibility to review the latest version on this page. In this document, "we", "us", and "our" refer to Cat Ba Outdoors; "you", "customer", "passenger", and "client" refer to the person booking the service and any individuals travelling under that booking.
1. Prices and currency
All rates published on the website for tours, activities, transfers, and accommodation are quoted in Vietnamese Dong (VND). Private transfers are priced per trip for the vehicle, not per person. Prices are reviewed seasonally and may be adjusted based on supplier availability and high-season demand; overnight cruises show the rate for your departure date in the booking panel. Promotional rates apply to specific periods and combinations only — the rate on your written confirmation is the rate that applies.
2. Booking and reservation
Booking requests can be submitted through the website booking form, via email to unique.catbaoutdoors@gmail.com or catbaoutdoors@gmail.com, or by direct message on WhatsApp/Zalo. We acknowledge every enquiry within 12 hours (often much faster). A reservation becomes binding only once we have received 100% full payment and we have replied with a written confirmation email quoting your booking reference. Capacity holds before payment are a courtesy and not a guarantee.
3. Full payment to confirm (no deposit)
Cat Ba Outdoors operates a 100% full payment booking model — we do not take partial deposits. Payment is due in full at the moment of confirmation and a reservation becomes binding only once the full amount has been received and we have issued the written confirmation. Accepted payment methods and bank details are listed in the Payment section below. Official vouchers and VAT invoices are issued by email once the payment has cleared.
4. Cancellation by customer
Cancellation fees are counted from the moment we receive your request in writing (email, WhatsApp or the cancellation form), not from when you decided. The standard schedule below applies to every tour and transfer unless the product page states a stricter schedule — where a supplier's own conditions are stricter, those conditions apply.Refunds never exceed the amount Cat Ba Outdoors actually recovers from the supplier. Amounts already paid or committed to a supplier on a non-refundable basis, and bank, payment-gateway, currency-exchange and refund-transfer fees, are not returned. A refund is confirmed only after the supplier has released the funds.Same-day cancellations and no-shows are non-refundable. We do not promise a refund before the supplier has released the funds to us.
| Standard cancellation schedule | Refund | Notes |
|---|---|---|
| 14 days or more before departure | 100% | Full refund of the amount recovered |
| 7 – 13 days before departure | 70% | Processed within 48 hours |
| 3 – 6 days before departure | 50% | Processed within 48 hours |
| 24 – 72 hours before departure | 30% | Processed within 48 hours |
| Less than 24 hours before departure, same-day cancellation or no-show | 0% | Non-refundable |
| Cruise operator schedule — non-refundable inside 7 days | Refund | Notes |
|---|---|---|
| 15 days or more before departure | 100% | Full refund of the amount recovered |
| 8 – 14 days before departure | 50% | The cruise operator retains 50% |
| 7 days or less before departure, or no-show | 0% | Non-refundable — the cruise operator charges 100% |
Applies to overnight cruises marked accordingly on their tour page (currently the Quiet Bay Overnight Cruise 2D1N and 3D2N). Bookings made within 7 days of departure on these cruises are non-refundable from the moment they are confirmed — we say so before you pay.
| Cruise operator schedule — non-refundable inside 10 days | Refund | Notes |
|---|---|---|
| 10 days or more before departure | 100% | Full refund of the amount recovered |
| Less than 10 days before departure, or no-show | 0% | Non-refundable — the cruise operator charges 100% |
Applies to the Aqua fleet boarding at Tuan Chau International Marina in Ha Long (the ten Aqua overnight cruises), for bookings of up to three cabins; four cabins or more follow the operator's group schedule stated in your written quote. Bookings made within 10 days of departure are non-refundable from the moment they are confirmed — we say so before you pay. If the bay authority closes overnight anchoring for weather, the cruise runs as a day trip or moves to another date and we refund the difference for the night not delivered.
5. Changes by customer
Date or service changes. Ask in writing as early as you can. A change takes effect only once we have confirmed it in writing and the supplier has accepted it. You cover any price difference, supplier change fees and costs already incurred. If the supplier cannot accept the change, the request is handled under the cancellation schedule above.Passenger name changes. Must be requested in writing and are possible only where the supplier and the passenger-manifest rules allow it. You cover the supplier's name-change fee, any administrative fee we incur and any fare difference. Services that require passport details or a port-authority declaration may refuse late changes; where a supplier does not allow a name change, the change is handled as a cancellation and a new booking.More guests. Subject to availability and the price at the time of confirmation. You pay the additional fares and any resulting room, cabin, vehicle, extra-bed or related supplements.Fewer guests. Treated as a partial cancellation under the schedule above for the guests removed. The per-person price may be recalculated: where fewer guests changes the vehicle, cabin, room type or a group minimum, the total for the remaining guests can increase. Amounts already committed to a supplier on a non-refundable basis are not returned.
6. Changes by Cat Ba Outdoors
Regrettably, amendments and minor errors occasionally happen. We reserve the right to correct pricing or content errors, adjust itineraries, substitute equivalent accommodation or transport, or merge small private groups into shared departures when necessary — always notifying you as soon as reasonably possible and offering a fair alternative or refund where the substitution is materially different from the original booking.
7. Capacity and private use
Boat tours, kayak tours, and trekking departures run to a stated capacity. We may operate a departure with as few as 2 guests, or close it to new bookings once full. For exclusive private use, please refer to our Private Charter tour or contact us for a tailored quote.
8. Children's policy
Each tour page shows its own child fares — typically under 5 free of charge, 50% off for ages 5 – 10, full price 11+; overnight cruises follow the boat's own tiers. Night kayaking, multi-day trekking and any cliff/deep-water activity carry tighter age and ability restrictions — stated on the individual tour page and reconfirmed at the time of booking.
9. Health, fitness, and conduct
Trekking tours involve hill climbs (2 – 3 hours walking, sometimes longer). Boat and kayak tours involve transferring on/off vessels. Please inform us before booking if you have a heart condition, recent surgery, pregnancy beyond 20 weeks, severe asthma, or any mobility limitation so we can match you to the right tour. We reserve the right to refuse or end a tour if a guest is intoxicated, unsafe, or refuses guide instructions — no refund applies in those cases.
10. Travel documentation
All international customers must hold a valid passport and the necessary Vietnamese visa or entry permit at the start of travel. Some islands and military-administered areas inside the Lan Ha and Ha Long bay system require passport ID for the boat manifest; we will tell you upfront when this applies. Documentation responsibility rests entirely with the client — Cat Ba Outdoors accepts no liability for the failure of clients to obtain appropriate documentation.
11. Insurance
All tours include third-party liability insurance through our local underwriter. You remain responsible for personal travel insurance — we strongly recommend a comprehensive policy covering medical evacuation, cancellation, lost luggage, and activity-specific risk (kayaking, swimming, hiking, boating). For self-explore options (e.g. unguided rentals), please carry your own travel insurance.
12. Luggage and equipment
On boat tours, please pack a small day bag — large suitcases are stored on the support vessel or at our office. On airport/hotel transfers, the free baggage allowance is one large suitcase plus one carry-on per passenger. Excess or oversized luggage may incur additional vehicle charges, communicated in advance.
13. Weather, force majeure and safety changes
Force majeure includes, without limitation: storms and typhoons, tropical depressions, rough seas, a sailing ban, closure of a port, ferry or cable car, floods and landslides, decisions of state authorities, and traffic incidents outside our control.To keep you safe we may change the itinerary, vehicle or boat, route, departure time, or substitute an equivalent service — on the day if necessary. If we, the operator or the authorities cancel a departure (typhoon, rough seas, boat ban, port or ferry closure) we first offer a new date or a credit for a future booking. If neither suits you, we refund what you paid for the undelivered services less any documented third-party costs already incurred for your booking that the supplier does not return — itemised on your refund statement. Reasonable changes made for safety (route, boat, vehicle, departure time, an equivalent service) do not in themselves entitle you to a refund.Additional costs you incur for accommodation, meals, flights or onward connections are not our responsibility unless we have confirmed them in writing. Nothing in this section limits rights you have under Vietnamese law.
14. Liability
Adventure tours by their nature carry inherent risk. By booking, you acknowledge that outdoor activities take place in environments (open water, jungle terrain, climbing surfaces) where Cat Ba Outdoors and its guides take all reasonable care but cannot guarantee against every risk. Cat Ba Outdoors is not responsible for loss, injury, or damage sustained by customers due to events outside our reasonable control. Additional expenses incurred from delays, accidents, natural disaster, political action, or civil unrest are borne by the customer.
15. Claims and jurisdiction
Disputes are resolved first through good-faith negotiation. Where negotiation fails, disputes, claims, and litigation are governed by Vietnamese law and finally settled by arbitration of the Vietnam International Arbitration Center (VIAC) at the Chamber of Commerce and Industry of the Socialist Republic of Vietnam, seated in Hai Phong jurisdiction.
Privacy Policy
Protecting the privacy of users of our website is important to us. The sections below describe which anonymous and personal data we collect when you visit catbaoutdoors.vn or book with us, and how that data is processed, stored, and protected.
1. Anonymous browsing
You can visit catbaoutdoors.vn without telling us who you are. We do not publish identifying data and do not run advertising trackers. Our analytics collect only your internet service provider name, referring webpage, the pages you visit on our site, and the time and date of visit. This is used for statistical analysis and to optimise the site experience. No technology on this site aims to identify casual website visitors.
2. Personal data we collect
Personal data is collected only when you contact us about a trip, confirm a booking, request materials, subscribe to a newsletter, or access a password-protected area. The information we hold is:
• Contact information: name, email, phone, country, and (where relevant) accommodation in Cat Ba.• Booking information: tour, date, headcount, pickup point, special requirements (diet, mobility, age of children).• Payment information: transaction reference and gateway response — full card numbers and CVV codes are handled by VTC Pay and never stored on our servers.• Identification (where required): passport number for boat manifests on military-administered bay routes. We collect this only when legally required and delete the scan after the boat manifest is filed.• Technical data: IP address, device identifier, approximate location, browser type and version, operating system, and server log entries.
• Contact information: name, email, phone, country, and (where relevant) accommodation in Cat Ba.• Booking information: tour, date, headcount, pickup point, special requirements (diet, mobility, age of children).• Payment information: transaction reference and gateway response — full card numbers and CVV codes are handled by VTC Pay and never stored on our servers.• Identification (where required): passport number for boat manifests on military-administered bay routes. We collect this only when legally required and delete the scan after the boat manifest is filed.• Technical data: IP address, device identifier, approximate location, browser type and version, operating system, and server log entries.
3. Why we collect it
To confirm and operate your booking, send confirmations and pre-arrival reminders, process refunds, keep accounting and insurance records, and respond to enquiries. We never sell your data to third parties.
4. Who can see it
Only Cat Ba Outdoors staff and the specific operators delivering your tour (boat captain, trekking guide, transfer driver) see the information they need to run the booking. Payment data is handled by VTC Pay — we do not store card numbers. Disclosure to other third parties occurs only when strictly necessary to process your booking (e.g. partner accommodation) or when required by Vietnamese law, regulation, or court order.
5. How long we keep it
Booking records: 5 years (Vietnamese accounting and tax requirement). Marketing emails: until you unsubscribe. Passport scans collected for boat manifests: deleted within 30 days of tour completion. You can request earlier deletion of any record not legally required for retention.
6. Cookies, pixels, and analytics
Our site uses essential cookies (session state, payment flow) and basic analytics to understand which tour pages people visit. Session cookies are removed automatically when you close the browser; persistent cookies can be deactivated through your browser settings, though some site functionality may be limited. We use Google Analytics with anonymised IP addresses. We do not run retargeting advertising trackers. If social-media share buttons appear on a page (Facebook, etc.), clicking them while logged into that network may transmit information to that network — please refer to the social network's own privacy policy for details.
7. Data security
All entrusted data is protected through appropriate organisational, technical, and physical measures against unauthorised access, alteration, disclosure, or destruction. Only authorised staff and contractors access personal data, and only as needed to deliver the service. They are bound by confidentiality obligations.
8. Your rights
You may ask us at any time to: send you a copy of the data we hold on you, correct anything wrong, or delete your record (subject to the legal retention periods above). Email unique.catbaoutdoors@gmail.com and we respond within 7 days.
9. Responsible party
CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY (CATBA OUTDOORS ST JSC)Business registration no.: 0202359497 — first registered 2 July 2026, Hai Phong City Department of Finance.Registered company address: No. 184 1/4 Street, Cat Hai Special Zone, Hai Phong City, Vietnam. Our team operates primarily online — if you would like to meet in person, please message ahead and we will arrange a time at this address.Phone (Vietnam): +84 866 585 832 — Tien Dat, Cat Ba Outdoors.WhatsApp (UK number, chat only): +44 7450 136010 — Cat Ba Outdoors Agency.Email: unique.catbaoutdoors@gmail.com / catbaoutdoors@gmail.comWebsite: https://catbaoutdoors.vn
Payment Policy
This section explains how, when, and where you can pay Cat Ba Outdoors, the fees involved, and what triggers a confirmed reservation. Whatever method you choose, your booking is only locked in once the payment has cleared and we have sent the written confirmation.
Accepted payment methods
Card via VTC Pay (online gateway)
Visa, MasterCard and JCB, plus domestic Napas cards, QR-code and e-wallet payments, routed through VTC Pay. Your booking is locked in the moment the gateway returns a success code. A VAT invoice is issued for card payments.
Fee: International cards (Visa, MasterCard, JCB): 3.9% gateway fee, added by VTC Pay and shown on its checkout page before you pay. Don't agree? Message or email us with your booking reference and we'll help.
Bank transfer to our company account (VND)
Beneficiary, account number and a VietQR code with the amount and payment code already filled in are shown on your booking page and repeated in your confirmation email; Wise and Revolut both reach us, sending VND. Same-day for domestic transfers; 1 – 3 business days for international wires. A contract and VAT invoice are issued for transfers to the company account.
Fee: No surcharge from Cat Ba Outdoors. Your sending bank may apply its own wire fee.
Bank transfer to our director's personal account (VND)
The booking amount, paid to the personal account shown on your booking page. Chosen by guests who do not need a commercial invoice. Wise and Revolut work here too.
Fee: No surcharge from Cat Ba Outdoors. No commercial invoice is issued for this route.
Cash or card terminal at our office — on request
Cash (VND) or a card on the office terminal (Visa, MasterCard, JCB) at No. 184 1/4 Street, Cat Hai. Not offered at online checkout: send us a request first so a team member is at the office to receive you, and the booking is confirmed once the payment is received.
Fee: No surcharge from Cat Ba Outdoors for cash. Any card-terminal fee charged by the acquiring bank is confirmed with you before you pay.
Card gateway fee and surcharges
Following changes from our payment gateway, we're sorry to let you know that card payments through the international gateway (Visa, MasterCard, JCB via VTC Pay) now carry a 3.9% gateway fee. It is added on the VTC Pay checkout page, which shows the final amount before you pay.You can accept the fee — or, if you don't agree, message us on WhatsApp +84 866 585 832 or email unique.catbaoutdoors@gmail.com and we'll help. Please include your booking reference in your message or email.Bank transfers to our company or director's account are the booking amount — Cat Ba Outdoors adds no surcharge. Your own bank may charge a wire or currency-conversion fee on international transfers, and that fee is not refundable. Cash or the office card terminal is available on request; any acquiring-bank fee on the terminal is confirmed with you before you pay.
Full payment timeline (no deposit)
Cat Ba Outdoors operates a 100% full payment booking model — we do not take partial deposits or split balances. The full amount is due at the moment of confirmation and the booking only becomes binding once the full payment has been received. Failure to complete the payment within the time stated on your booking quote will result in the slot being released to other guests. If you cancel after payment, the cancellation tiers in the Terms & Policy section above govern the refund.
Confirmation flow
1. You send a booking request (web form, email, WhatsApp, or Zalo).2. We reply within 12 hours with availability, the total amount, and payment instructions.3. You complete the 100% full payment using one of the methods above (we do not accept partial deposits).4. Once payment clears, we issue a written booking confirmation, voucher, and (on request) VAT invoice — please reply to acknowledge receipt. Non-acknowledgement within 3 working days will be treated as a request to release the booking.
Refunds and settlement
Refunds follow the cancellation schedule in the Terms & Policy section and are confirmed only once the supplier has released the funds to us. They are returned to the original payment method wherever possible: card and gateway refunds typically take 5 – 10 business days depending on your issuing bank; bank-transfer refunds are sent the same day the refund is authorised. Bank, gateway, currency-exchange and refund-transfer fees are not refunded and are itemised on the refund statement.
Currency and exchange
We quote and invoice in VND. Card payments are settled in VND by the gateway; where you pay from an account in another currency, the conversion is handled by your bank, card issuer or transfer service and is outside our control.
Booking FAQ
The short answers to what guests ask most. Each one is the plain version of a clause above — the full wording governs.
Do I need to pay a deposit to book a tour?
No. Cat Ba Outdoors runs a 100% full-payment booking model and does not take partial deposits. A reservation becomes binding only once the full amount has been received and we have replied with a written confirmation email quoting your booking reference. Capacity holds before payment are a courtesy, not a guarantee.
What refund do I get if I cancel?
Standard schedule, counted from the moment we receive your written request: 14 days or more before departure 100%; 7 – 13 days 70%; 3 – 6 days 50%; 24 – 72 hours 30%; under 24 hours, same-day cancellation or no-show 0%. Overnight cruises sold on the operator's conditions are non-refundable within 7 days of departure and refund 50% at 8 – 14 days — the tour page states this. In every case the refund never exceeds what we recover from the supplier, and bank, gateway, exchange and refund-transfer fees are not returned.
What happens if Cat Ba Outdoors cancels for weather or safety?
We first offer a new date or a credit for a future booking. If neither suits you, we refund what you paid for the undelivered services, less any documented third-party costs already incurred for your booking that the supplier does not return — itemised on your refund statement. Reasonable changes made for safety (a different route, boat, vehicle or departure time, or an equivalent service) do not in themselves entitle you to a refund, and costs of your own accommodation, meals, flights or onward travel are not covered unless we confirmed them in writing.
How long does a refund take to reach me?
Refunds return to the original payment method wherever possible and are confirmed only once the supplier has released the funds to us. Card and gateway refunds then take 5 – 10 business days depending on your issuing bank; bank-transfer refunds are sent the same day the refund is authorised. Bank, gateway, currency-exchange and refund-transfer fees are not refunded and are itemised on the refund statement.
Can I change the date of a confirmed booking?
Yes — ask in writing as early as you can. A change takes effect only once we confirm it and the supplier has accepted it; you cover any price difference, supplier fees and costs already incurred. If the supplier cannot accept the change, the request is handled under the cancellation schedule. Adding guests depends on availability at the price on the day; removing guests is a partial cancellation.
How much do children pay?
Each tour page shows its own child fares — typically children under 5 travel free, ages 5 – 10 pay 50%, and 11 and over pay the full adult price; overnight cruises follow the boat's own tiers. Night kayaking, multi-day trekking and any cliff or deep-water activity carry tighter age and ability restrictions, stated on the tour page and reconfirmed when you book.
Which payment methods do you accept, and what are the fees?
Online: card via VTC Pay (Visa, MasterCard, JCB, domestic Napas cards, QR code, e-wallet), bank transfer to our company account, or bank transfer to our director's personal account. Bank transfers are the booking amount with no surcharge from Cat Ba Outdoors; your own bank may charge a wire fee. Wise and Revolut work for the transfers, sending VND. Card payments through the international gateway (Visa, MasterCard, JCB) carry a 3.9% gateway fee, shown on the VTC Pay checkout page before you pay — if you don't agree, message or email us with your booking reference and we'll help. Cash or the card terminal at our office is available on request — message us first.
Do you store my card or passport details?
No. Full card numbers and CVV codes are handled by VTC Pay and are never stored on our servers — we keep only the transaction reference and gateway response. Passport numbers are collected only where a boat manifest on a military-administered bay route legally requires them, and the scan is deleted once the manifest is filed.
Questions?
Anything unclear in here, or a special situation we haven't covered — just message us. We'd rather you ask than guess.