Schedule your trip
with LU Travel

These terms apply to every tour operated by LU TRAVEL TRADING AND SERVICE CO.,LTD, Business Registion Certificate No.5100509777, issued by the Department of Finance of Tuyen Quang Province on August 29, 2025, registered at No.151 Minh Khai Street, Ha Giang, Vietnam. By booking with us you accept them on behalf of everyone in your party.

1. Refund and cancellation policy

• Cancel your tour booking at least 14 days before the departure date and the deposit you paid is refunded in full.
• For cancellations made less than 14 days before the departure date, the deposit is non-refundable.
• Every cancellation request must be made in writing, by email to lutravel.hg@gmail.com or on WhatsApp at +84 926 159 995.
• Refunds are processed within 7–14 business days, depending on the payment provider and the international banking system.
• Bank transfer fees, transaction fees and currency exchange differences are not refundable.
• No refund is given for no-shows, late arrivals, unused services, leaving a tour early, or personal circumstances.
• In force majeure cases, refund eligibility depends on what can actually be recovered from third-party suppliers (see section 4).

2. Tour booking policy

• A tour booking is confirmed by a deposit payment. Your booking confirmation is sent by email once we have received the deposit.
• You are responsible for giving us accurate personal information: full name, nationality, passport details, phone number and email, the tour you are booking, and any special requests or medical conditions.
• We reserve the right to refuse service if incorrect or misleading information is provided.
• Tour availability is subject to confirmation and may change with the weather, local regulations, transport or accommodation availability.
• Special requests — dietary requirements, private rooms, customised itineraries — should be told to us in advance. Additional charges may apply.
• Throughout the trip you are expected to follow the instructions of your guides and the local operators, for your safety and the smooth running of the tour.
• We reserve the right to make reasonable changes to the itinerary where weather, road conditions, safety concerns or unforeseen circumstances make them necessary.

3. Tour payment policy

• A deposit of $50 is required to secure every tour booking.
• The remaining balance must be paid before the departure date or on arrival. If you do not have the full amount ready, we will not be able to check you in.
• The balance is paid in cash, in Vietnamese dong (VND) or in US dollars — USD must be $100 bills in good condition (no tears, stains or heavy wear). Cards, coins and small USD bills are not accepted for the balance. Bank transfer to a Vietnamese bank is possible by arrangement; cash is preferred.
• You are responsible for all international bank transfer fees, transaction fees and currency conversion charges.
• Failure to complete payment on time may result in automatic cancellation of the booking without refund of the deposit, and we may deny participation in the tour if full payment has not been received.
• Prices are quoted in the agreed currency and may change before a booking is confirmed.
• Travel insurance is not included in the tour price. Buy comprehensive travel insurance before joining the tour, and check that it covers riding or being carried on a motorbike in Vietnam. We are not responsible for medical costs, accidents, injuries, loss, theft, delays or damage during the trip; you take part in all tour activities at your own risk.

4. Force majeure

We are not liable for any delay, change, interruption or cancellation of services caused by circumstances beyond our reasonable control, including but not limited to natural disasters, floods, landslides, extreme weather, government restrictions, epidemics or pandemics, political unrest, transport disruptions, road closures, accidents and other unforeseen events.

In such situations we reserve the right to modify the itinerary, reschedule the tour, or cancel part or all of the trip where safety requires it. Refund eligibility depends on the costs we can actually recover from third-party suppliers. We will make every reasonable effort to minimise the disruption and to support you while it lasts.

5. Photo and media release

• By taking part in our tours you allow us to photograph, film and record your image, voice and likeness during the trip.
• We may use those photographs, videos and recordings for marketing, advertising, social media, our website and other business purposes, without additional compensation.
• Photographs and media created by us during the tour remain our property, and we may edit, reproduce, publish, distribute or display them in any format or channel, now known or developed in the future.
• If you do not wish to appear in photographs or promotional material, tell us in writing before the departure date.

6. Acceptance of these terms

By making a booking, paying a deposit, paying in full, or taking part in any tour we operate, you confirm that you have read, understood and agreed to all of our terms, policies and guidelines, including the booking, payment, cancellation, insurance, safety and media release policies.

We may update these policies at any time without prior notice. The version published on our website at the time of booking is the one that applies.

7. Liability waiver and assumption of risk

• Travel activities carry inherent risks, including accidents, injury, illness, property damage, delays and unforeseen events. You take part voluntarily and accept full responsibility for your own actions, decisions, health and personal safety.
• LU TRAVEL TRADING AND SERVICE CO.,LTD, its employees, guides, partners, drivers and service providers are not liable for personal injury, illness, death, loss, theft, damage to property, delay, inconvenience or additional expenses incurred during the tour, except where Vietnamese law requires otherwise.
• You release the company from claims, liabilities, demands and legal actions arising from your participation in the tour.

8. Health, medical conditions and riding

• You are responsible for being physically and mentally fit to take part. Tell us about any medical condition, allergy, disability, injury, pregnancy or other health concern that could affect your safety. Undisclosed conditions may lead to removal from an activity without refund.
• We may refuse participation in an activity where a medical condition could put you or others at risk. Pregnant travellers and people with heart conditions, severe mobility limitations or other significant concerns should consult a doctor before booking.
• We are not responsible for medical treatment, evacuation costs or related losses during or after the tour.
• Motorbike travel carries risks that cannot be eliminated — road hazards, weather, mechanical failure, traffic accidents and other road users. You acknowledge these risks and choose to take part.
• If you ride yourself, you must hold a licence valid under Vietnamese law and you alone are responsible for complying with traffic regulations. We do not give legal advice on licences, permits or insurance eligibility. Breaking traffic laws, safety instructions or your guide's recommendations may lead to removal from the tour without refund.
• Wear the helmet and all safety equipment we provide at all times on the bike.
• On easy rider tours, road conditions, weather and other factors beyond our control may affect comfort, travel times and the overall experience.
• Guests over 110 kg are recommended to upgrade to the XR 150 or WR 155 for comfort and safety.

9. Power and utilities

Power cuts and interruptions to electricity, Wi-Fi or hot water can happen in the remote mountain areas of Ha Giang because of weather or infrastructure. Neither we nor our partner homestays are responsible for them, and no refund or compensation is given for temporary disruptions beyond our control.

10. Exchange rates and pricing

• Exchange rate differences, currency conversion fees, bank charges, payment gateway fees and international transaction fees imposed by financial institutions are borne by you.
• Refunds, where applicable, are processed in Vietnamese dong. We are not responsible for losses from exchange rate movements between the payment date and the refund date.
• Our prices are based on Vietnamese dong; prices shown in other currencies (USD, EUR, GBP, AUD…) are for reference and follow exchange rate movements.
• For bookings made more than 30 days before departure, we may revise the final balance if the exchange rate between the quoted currency and VND moves by more than 5% from the rate applied at the time of quotation.

11. Holiday surcharges and the border permit

• New Year: tours starting from 30 December to 1 January carry a 15% surcharge.
• Tet: our office is closed from 2 to 7 February inclusive. Tours departing on 8, 9, 10 and 11 February carry a 15% Tet surcharge because of the higher operating costs over the holiday.
• Border Area Permit (from June 2026): all foreign travellers visiting certain areas of Ha Giang need a Border Area Permit, at 260,000 VND per person. It is not included in the tour price; we obtain it for you, and you must give us your passport and visa details before the tour begins.

12. Privacy

We collect only what we need to arrange your trip: your name, contact details, nationality, passport details, dates, and any dietary or medical information you choose to give us. We use it to run your tour, to obtain your border permit, and to register you at accommodation as Vietnamese law requires.

We do not sell your data. We share it only with the accommodation, transport operators and payment providers involved in your booking. Payment card details are handled by OnePay or PayPal and are never stored by us. To ask what we hold, or to have it deleted, email lutravel.hg@gmail.com.

13. Content creator promotion

The 10% content creator offer applies to our 3D2N and 4D3N Ha Giang Loop tours. To qualify you must upload video capturing the scenery and activities on the tour and tag LU Travel in it. The discount applies per qualifying video where that video performs as agreed with us in advance. Terms are agreed in writing on WhatsApp before the tour and cannot be combined with other discounts.

14. Governing law and complaints

These terms are governed by the law of Vietnam. If something goes wrong, tell your guide at the time so we have a chance to put it right. If it is not resolved, email lutravel.hg@gmail.com within 28 days of the tour ending and we will respond within 14 days.

Questions about anything here? Message +84 926 159 995 or email lutravel.hg@gmail.com.