Tour Cancellation, Tour Change and Refund Policy

CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY has prepared this tour cancellation, tour change and refund policy to ensure the interests of customers and to facilitate the use of the services provided on the website catbaoutdoors.vn.

Scope of application

This policy applies to all customers registering for tours, outdoor experience programmes, transport services, accommodation and other travel services provided by CATBA OUTDOORS.

When registering for a service and making payment, customers are deemed to have read, understood and agreed to the terms of this policy.

Tour cancellation policy on the customer's side

Customers have the right to request cancellation of a tour or service they have registered for by contacting CATBA OUTDOORS directly by phone or official email.

The tour cancellation fees apply as follows:

• Tour cancellation 15 days or more before the departure date: refund of 100% of the amount paid after deducting actual costs incurred (if any).
• Tour cancellation from 08 to less than 15 days before the departure date: refund of 70% of the total service value paid.
• Tour cancellation from 03 to less than 08 days before the departure date: refund of 50% of the total service value paid.
• Tour cancellation less than 03 days before the departure date, or not joining the tour on the registered schedule: no refund.

For group tours, custom-designed tours, room booking services, sightseeing tickets or services provided by third parties, cancellation fees may apply according to the separate conditions of each supplier. CATBA OUTDOORS will specifically notify customers before confirming the service booking.

Tour change policy

Customers may request a tour change or a change of departure schedule when the actual conditions on seat availability and the time of receipt of the request are met.

Tour change requests need to be sent at least 05 working days before the departure date.

Where the new tour is of higher value than the registered tour, the customer needs to pay the difference arising.

Where the new tour is of lower value than the registered tour, CATBA OUTDOORS will consider refunding the difference or reserving the corresponding value for the next use of the services, depending on each specific case.

Each registration is supported with a maximum of one tour change, unless otherwise agreed between the two parties.

Cancellation or change of services by CATBA OUTDOORS

CATBA OUTDOORS has the right to adjust, postpone or cancel a tour in the following cases:

• Bad weather affecting the safety of the journey.
• Natural disasters, storms and floods, epidemics or force majeure events.
• Requirements from competent state authorities.
• Not enough of the minimum number of guests to organise the tour as planned.
• Other objective causes beyond the control of the enterprise.

In the above cases, CATBA OUTDOORS will notify customers as soon as possible and offer one of the following options:

• Moving the customer to another departure date.
• Moving to a programme of equivalent value.
• Reserving the service value for use at a later time.
• Refunding as agreed between the two parties.

Refund policy

Refunds are made only when the service cancellation request meets the conditions in this policy or when CATBA OUTDOORS is unable to provide the service as committed.

Refunds will be made by bank transfer or the original payment method used by the customer, unless otherwise agreed.

The expected refund processing time is from 07 to 15 working days from the date on which the two parties confirm that the conditions for a refund are met.

The time at which the customer actually receives the money may vary depending on the processing procedures of the bank or payment intermediary.

Cases where refunds do not apply

CATBA OUTDOORS has the right to refuse a refund in the following cases:

• The customer leaves the group of their own accord or does not join the registered programme.
• The customer provides incorrect information that affects the provision of the service.
• The customer violates the law or the rules of the tour programme, resulting in being unable to continue participating in the service.
• Costs arising from the customer changing the itinerary of their own accord or from requests outside the scope of the committed services.
• Cases that have been stated as non-refundable in the content of a specific service or promotional programme.

Procedure for requesting tour cancellation, tour change or a refund

Step 1: The customer sends a request via the official hotline or email of CATBA OUTDOORS.

Step 2: CATBA OUTDOORS receives and verifies the service registration information.

Step 3: The two parties agree on a handling option in accordance with this policy.

Step 4: CATBA OUTDOORS carries out the tour change, value reservation or refund according to the confirmed content.

Contact information

CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY

Address: No. 184, 1/4 Street, Cat Hai Special Zone, Hai Phong City

Phone: 0866585832

Email: unique.catbaoutdoors@gmail.com

Website: https://catbaoutdoors.vn