Service Policy

Tiếng Việt

This policy is established to ensure the rights and interests of both customers and Jasmine Tours Ha Giang in all circumstances. It also helps us maintain service quality and effective tour organization.

I. ACCOMMODATION SERVICES

Jasmine Tours Ha Giang provides accommodation in accordance with the tour package selected by the customer:

• Dormitory rooms for Standard Tour Packages
• Private rooms throughout the trip for Private Tour Packages

Check-in / Check-out times: According to the tour itinerary provided by Jasmine Tours Ha Giang.

II. TRANSPORTATION SERVICES

Jasmine Tours Ha Giang provides transportation services including bus and motorbike rental:

• Round-trip bus transfer selected locations (Jasmine Tours Hanoi Office, Ninh Binh, Sa Pa, Cat Ba, Ha Long Bay, Cao Bang) to Jasmine 2 Hotel.
• Motorbike rental, which includes: motorbike damage insurance, rain cover for backpack, bungee cords, helmet, and a map.

Please note: Departure times and schedules are subject to change by the transportation providers. Jasmine Tours Ha Giang is not responsible for any delays caused by public transport or by the customer. In such cases, the customer is responsible for any schedule adjustments, services affected, or resulting issues.

However, we will do our best to support you within our capacity to minimize economic loss and ensure the best experience possible.

III. PERSONAL LUGGAGE DURING THE TRIP

Customers are responsible for checking the baggage allowance, including number, weight, and size. You must manage and secure your own belongings throughout the trip.

If your luggage is lost or damaged, Jasmine Tours Ha Giang will assist you in contacting relevant parties to report and locate lost items. Compensation, if applicable, will follow the policies of the service providers or insurance companies.

IV. TRAVEL INSURANCE

Jasmine Tours Ha Giang strongly recommends that customers purchase travel insurance to protect against unexpected events such as accidents, lost luggage, flight delays, or other risks during the trip. We assume that you have purchased insurance prior to your arrival in Vietnam.

In the event of a claim, customers must work directly with the insurance company in accordance with the terms of the signed insurance policy.

V. SPECIAL REQUESTS DURING THE TOUR

Jasmine Tours Ha Giang is happy to support customers with special requests made in advance, including but not limited to:

• Special dietary needs (vegetarian, gluten-free, low-carb, etc.)
• Assistance for people with disabilities, wheelchair users, or those needing mobility support
• Seat preferences on transportation
• Requests for visits to specific locations

All special requests must be submitted at the time of booking via our website. Jasmine Tours Ha Giang will confirm receipt and make every effort to accommodate these requests within our capacity.

However, we cannot be held responsible for any denial of services by transportation companies, hotels, restaurants, or other third-party providers. All information regarding your special requests will be communicated to you before the tour departure date.