Payment, cancellation & refund policy

This policy explains how payment, cancellation, rescheduling, and no-shows work for Ha Giang Lotus Group tours and related services. It should be read together with our Terms & Conditions.

Summary: payment is usually due at check-in unless we agree prepayment. Confirmed bookings may be non-refundable for personal cancellation; prepaid plans can be fully refunded if you cancel at least 14 days before departure. Inside 14 days, rescheduling may be offered instead of a refund. No-shows are not refunded.

1. Payment

  • Unless your confirmation states otherwise, you pay when you check in at our hostel or at the agreed meet point in Ha Giang.
  • We may require a deposit or full prepayment for peak dates, private departures, or third-party costs; we will confirm the amount and deadline before you pay.

2. Cancellation after confirmation

  • Once your tour is confirmed and any required payment has been made, we do not guarantee refunds for personal reasons (change of plans, flight issues, etc.).
  • Exceptional cases—such as severe flooding, war, or other circumstances we assess as genuinely unsafe—may be reviewed by management. If any refund or credit is approved, amounts already spent on buses, hotels, permits, or meals arranged for you may still be non-recoverable.
  • We generally cannot refund unused services when you cancel for personal reasons.

3. Prepaid bookings

  • If you have prepaid, you can receive a full refund when you cancel at least 14 days before the departure date stated on your confirmation.
  • Cancellations within 14 days of departure are non-refundable, but we will try to reschedule once without a change fee, subject to seat and guide availability.

4. No-show

If you do not arrive at the agreed pick-up point or check-in location on time without notifying us, the booking may be treated as a no-show with no refund.

5. Changes by Ha Giang Lotus Group

If we cancel a departure altogether due to operations or force majeure, we will offer rescheduling or a credit toward a future date where possible. Monetary refunds follow the same principles as above and depend on funds we can claw back from suppliers.

Full legal context: Terms & Conditions.