Service Provision Policy

CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY has prepared this service provision policy to ensure the interests of customers and at the same time clearly specify the responsibilities of the parties in the course of using the services provided on the website catbaoutdoors.vn.

Scope of service provision

CATBA OUTDOORS provides products and services relating to travel, outdoor experiences and sightseeing and exploration activities in Cat Ba and other areas from time to time.

The services provided may include:

• Day tours and multi-day tours.
• Sightseeing and nature exploration tours.
• Trekking, kayaking, camping and outdoor activity programmes.
• Sightseeing ticket booking services.
• Accommodation services.
• Tourist transport services.
• Event organisation and teambuilding services.
• Other travel support services published on the website.

Detailed information on each service will be publicly posted on the website for customers to refer to before registering.

Conditions of use of the services

Customers using the services of CATBA OUTDOORS need to meet the following conditions:

• Provide complete and accurate personal information as required.
• Have full civil act capacity in accordance with the law to carry out transactions.
• Comply with the safety regulations, tour rules and instructions of the organising unit.
• Fully perform the payment obligation as agreed.

For some outdoor experience programmes or activities with health requirements, customers need to proactively notify their health condition, underlying medical conditions or related issues so that CATBA OUTDOORS can arrange appropriate support.

Service registration procedure

Customers may register for services through the website catbaoutdoors.vn, phone, email or the official contact channels of CATBA OUTDOORS.

The procedure consists of:

Step 1: The customer selects a service and sends a registration request.

Step 2: CATBA OUTDOORS receives the information and gives detailed advice on the service programme.

Step 3: The two parties confirm the registration information, service price and related conditions.

Step 4: The customer makes the payment or deposit as prescribed.

Step 5: CATBA OUTDOORS confirms completion of the registration and proceeds to provide the service according to the agreed itinerary.

Time of service provision

Services are provided according to the itinerary, content and time confirmed between the customer and CATBA OUTDOORS.

Where objective factors arise such as bad weather, natural disasters, epidemics, requirements of the authorities or other force majeure events affecting the ability to organise the service, CATBA OUTDOORS has the right to adjust the itinerary, change the organisation plan or suspend the performance of the service in order to ensure the safety of customers.

Customers will be notified as soon as possible when changes arise.

Service quality commitment

CATBA OUTDOORS undertakes to:

• Provide services in accordance with the content published or agreed with the customer.
• Ensure service quality at the best level within the capacity of the enterprise.
• Support customers throughout the use of the services.
• Ensure the lawful interests of customers in accordance with the law.
• Promptly receive and handle feedback, suggestions or complaints from customers.

Rights and responsibilities of customers

Customers have the right to:

• Be provided with complete information about the service before registering.
• Enjoy the services in accordance with the committed content.
• Send feedback, complaints or support requests when issues arise.
• Have their personal information protected under the Information Privacy Policy of CATBA OUTDOORS.

Customers are responsible for:

• Providing truthful and complete information when registering for services.
• Paying in full and on time as agreed.
• Complying with the itinerary, rules and instructions of the tour manager or staff in charge.
• Keeping their personal belongings safe throughout their participation in the service.
• Taking responsibility for damage arising from conduct that violates regulations or from providing inaccurate information.

Rights and responsibilities of CATBA OUTDOORS

CATBA OUTDOORS has the right to:

• Refuse to provide services in cases of violation of the law or violation of the conditions of use of the services.
• Adjust the service programme where necessary to ensure safety and service quality.
• Request customers to provide the information necessary to complete the registration procedures and provide the service.

CATBA OUTDOORS is responsible for:

• Providing services as committed.
• Publicly and transparently disclosing service information on the website.
• Protecting customers' personal information.
• Supporting the resolution of issues arising within the scope of the enterprise's responsibility.
• Carrying out the service refund, change or cancellation policy in accordance with the published regulations.

Limitation of liability

CATBA OUTDOORS is not liable for damage arising from force majeure events, including but not limited to natural disasters, storms and floods, epidemics, war, strikes, traffic incidents, requirements of competent state authorities or events beyond the reasonable control of the enterprise.

In these cases, CATBA OUTDOORS will make every effort to support customers and offer an appropriate handling solution.