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Policies
Terms & Policy, Privacy Policy, and Payment Policy for Cat Ba Outdoors — operated by MTC Service & Tourism JSC. Last updated May 2026.
Terms & Policy
These terms and conditions form an agreement between you and Cat Ba Outdoors (a trading brand of MTC Service & Tourism JSC). 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 either US Dollars (USD) or Vietnamese Dong (VND), as indicated on each product page. Prices are reviewed seasonally and may be adjusted based on supplier availability, fluctuating exchange rates, and high-season demand. Promotional rates apply to specific periods and combinations only — our team confirms the applicable rate at the moment of booking.
2. Booking and reservation
Booking requests can be submitted through the website booking form, via email to ota.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, fees, 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
Our standard cancellation tiers below apply to all standard tours and transfers unless your booking confirmation states otherwise. Refunds are calculated on the net booking value (excluding gateway fees and third-party charges that are non-recoverable). Cancellations falling on or within 3 days of Vietnamese national holidays, Tet (Lunar New Year), or other peak periods may be reviewed on a case-by-case basis as some supplier costs are non-refundable.
| When you cancel | Refund | Notes |
|---|---|---|
| ≥ 14 days before departure | 100% | Full refund |
| 7 – 13 days before | 70% | Processed within 48h |
| 3 – 6 days before | 50% | Processed within 48h |
| 24 – 72 hours before | 30% | Processed within 48h |
| < 24 hours / no-show | 0% | Non-refundable |
| We cancel for safety / weather | 100% | Full refund or free reschedule within 7 days |
5. Changes by customer
When you need to modify a confirmed itinerary (date, headcount, tour type, or pickup point), let us know as early as possible. We will do our best to accommodate within current supplier availability. Date changes made with 5+ days notice are free of charge. Inside 5 days, a change may be subject to availability and any non-recoverable supplier costs.
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
Default across most tours: under 5 free of charge, 50% off for ages 5 – 10, full price 11+. Some tours (notably Sunset & Night Kayaking, multi-day trekking, and any cliff/water-deep activity) carry tighter age and ability restrictions — these are 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. Force majeure
Where we are obliged to curtail, alter, extend, or cancel a tour or transfer as a consequence of Force Majeure, you shall not be at liberty to claim compensation or damages for any loss arising from said change. Force Majeure includes acts of God, natural disasters, typhoons, adverse weather closing the bay or ferry routes, vessel or vehicle damage, accommodation damage, riots, war, government actions or restrictions, strikes, equipment requisition, mechanical breakdown, fuel shortages, carrier insolvency, and fraud. In those cases we offer a free reschedule, full refund, or credit toward a future booking — at the customer's choice.
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 or PayPal 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 or PayPal 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 or PayPal — 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 ota.catbaoutdoors@gmail.com and we respond within 7 days.
9. Responsible party
MTC Service & Tourism JSCRegistered company address: No. 146 Nui Ngoc Street, Cat Hai Economic Zone, Hai Phong City, Vietnam.Office (by appointment): No. 184 1/4 Street, Cat Hai Economic Zone, Hai Phong City. 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: ota.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
VTC Pay (online gateway)
Domestic ATM/Napas cards, QR-Code, e-wallet, and major international cards (Visa, MasterCard, JCB) routed through VTC Pay. Recommended for fastest confirmation — your booking is locked in the moment the gateway returns a success code.
Fee: Gateway processing fee: 2.8% – 3.5% (passed through at cost, shown on the invoice before you confirm).
PayPal
International clients can settle via PayPal in USD. We send a secure PayPal invoice to the email on your booking; payment usually clears within minutes.
Fee: Gateway processing fee: 2.8% – 3.5% (passed through at cost).
Bank transfer (VND or USD)
Direct transfer to our Vietnamese business accounts at Techcombank or Tien Phong Bank (TPBank). Beneficiary, account number, and SWIFT/BIC code for international wires are sent with your booking confirmation. Same-day for domestic transfers; 1 – 3 business days for international wires.
Fee: No surcharge from Cat Ba Outdoors. Your sending bank may apply its own wire fee.
Card terminal (POS) at our office
Tap, chip, or swipe at the office terminal — Visa, MasterCard, JCB accepted.
Fee: Card surcharge: 3.5% – 5% (set by the acquiring bank, varies by card brand and issuing country).
Cash (VND or USD)
Paid in person at our office at No. 184 1/4 Street, Cat Hai Economic Zone, Hai Phong City. Receipt issued on the spot. Please message ahead so a team member is at the office to receive you.
Fee: No surcharge.
Surcharges at a glance
• Card terminal (POS): 3.5% – 5%, depending on the card brand and issuing country.• Online payment gateway (VTC Pay, PayPal): 2.8% – 3.5% gateway processing fee, passed through at cost.• Bank transfer & cash: no surcharge from Cat Ba Outdoors.Any applicable surcharge is itemised on your booking summary before you confirm — you will never see a hidden fee at checkout.
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 tiers in the Terms & Policy section. Refunds 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 processed the same day once the refund authorisation is signed. Gateway processing fees are non-recoverable from the gateway and may be deducted from refunds where applicable — this will be transparently itemised on the refund statement.
Currency and exchange
We quote and invoice primarily in USD for international clients and VND for domestic clients. Card and gateway payments are settled in VND at the prevailing rate published by Vietcombank on the day of the transaction. Where you pay in a currency other than the quoted currency, the conversion is handled by your bank or gateway and is outside our control.
Questions?
Anything unclear in here, or a special situation we haven't covered — just message us. We'd rather you ask than guess.