Cancellation & Refund

This policy applies to private walks and complete private journeys booked with Pu Luong Treks. There is no checkout on this website — your booking exists only after we confirm it in writing.

Pu Luong Treks is operated by Hanoi Travel Mate Co., Ltd..

Which bookings this page covers

The guest cancellation charges in the section "If you cancel" apply to new bookings confirmed in writing on or after 2026-10-07.

Bookings already confirmed in writing before that date keep the cancellation and refund terms stated in that confirmation.

Deposits and payment

Normally around 30% is paid as a deposit after we confirm your booking, with the balance around 7 days before departure. Arrangements can be adjusted case by case, and your own booking confirmation always takes priority.

Payment details are sent with your written confirmation. Arrangements can differ case by case; your confirmation always takes priority over general wording on this site.

If you cancel

If you cancel, charges are measured in calendar days before your scheduled tour departure date in Vietnam and are calculated as cancellation charges on the total tour price — not as refund percentages of amounts you have already paid.

• More than 30 calendar days before your scheduled tour departure date in VietnamYour deposit is refundable, less genuinely non-refundable services already booked or committed specifically for your trip.
• 15–30 calendar days before your scheduled tour departure date in Vietnam30% cancellation charge of the total tour price.
• 7–14 calendar days before your scheduled tour departure date in Vietnam50% cancellation charge of the total tour price.
• Less than 7 calendar days before your scheduled tour departure date in Vietnam, or no-show100% cancellation charge of the total tour price.

When more than 30 calendar days remain before departure, only your deposit is refundable and only after deducting genuinely non-refundable services already booked or committed specifically for your trip. In the 15–30, 7–14, and less-than-7-day or no-show bands, the cancellation charge is a percentage of the total tour price as stated above. Any refund of unused amounts you have paid is calculated after that charge and may also reflect non-recoverable committed services for your booking.

Date changes

Date changes are handled case by case and confirmed in writing. They are not automatic.

Weather, safety and operator changes

Light or moderate rain does not automatically cancel walking. In heavy rain the trek may pause or stop for safety. Route and pace may change with conditions, and unsafe conditions can mean rerouting, delay, postponement or cancellation. That safety decision is made by the operator and your guide.

If we cannot operate your confirmed departure because of unsafe or impossible conditions involving weather, trails, road access or genuine safety issues, we may adjust, reorder, delay, replace, postpone or offer a suitable alternative. That is not a guest cancellation. We will offer a new date first when that is appropriate. If relevant services cannot operate and no suitable alternative or new date is agreed, we refund recoverable unused amounts you have paid, less committed non-refundable supplier costs identified or confirmed for your booking.

What is not a cancellation

• A change of route or pace on the day is not a cancellation of your booking.
• Removing a conditions-dependent activity (for example swimming or rafting when water or weather does not allow it) does not automatically cancel your booking.
• Operator safety or weather adjustments on the day are not guest cancellation.

Your confirmation

Your written booking confirmation is the authority for booking-specific terms. If it states something different from this page for your dates, the confirmation applies.

Ask us for the terms that will apply to your dates before you pay. If anything is unclear, contact us by email or WhatsApp from the enquiry page.