+84 91 322 2269TERMS & CONDITIONS
1. General
These Terms & Conditions apply to bookings made directly with NorthStar Tours, including tour packages, bus tickets, accommodation, and other travel services arranged by us. By making any deposit or payment, you confirm that you have read, understood, and agreed to these Terms & Conditions.
In this document, “Customer” refers to the person making the booking and all individuals included in the same booking. Customers are responsible for providing accurate contact and travel information and for notifying NorthStar Tours if a booking or payment confirmation is not received.
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2. Prices
All prices are quoted in Vietnamese Dong (VND). Any USD amount displayed is for reference only.
Prices may change due to supplier adjustments, tax changes, exchange-rate movements, availability, or other operational factors. Any applicable change will be communicated before the booking is confirmed.
A price already confirmed by NorthStar Tours for a specific booking will remain applicable unless the Customer requests a change to the booking or an additional service.
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3. Tour Deposit
For direct Tour bookings, a deposit equal to 30% of the confirmed Tour Price is required to secure the booking.
The booking is considered confirmed only after NorthStar Tours has confirmed availability and received the required deposit through an official NorthStar payment channel.
The Tour deposit applies to the Tour component only. Bus tickets and other third-party add-on services are handled separately and may be subject to their own payment, change, cancellation, and refund conditions.
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4. Balance Payment
The remaining 70% of the confirmed Tour Price must be paid before the Tour starts.
Unless NorthStar Tours confirms otherwise in writing, the standard payment deadline is 20:00 Vietnam time on the day before the Tour departure date.
Customers do not need to make the balance payment in person in Ha Giang. Payment may be completed remotely through an official NorthStar payment channel, including an approved card-payment service or bank transfer where available.
A Tour cannot start until the required Tour payment has been received in full.
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5. Payment Channels & Bank Charges
Payments must be made only through payment channels officially provided or confirmed by NorthStar Tours.
For international card payments, NorthStar Tours may provide an approved online payment link.
International bank transfers are accepted only by prior arrangement. Any sending-bank or intermediary-bank charges are the responsibility of the Customer. Payment is considered complete only when the full amount due has been credited to NorthStar Tours.
NorthStar Tours will not request Customers to transfer Tour payments to an unauthorized personal bank account.
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6. Booking Confirmation
A booking confirmation will be sent after the required deposit or payment has been successfully received and the booking has been accepted by NorthStar Tours.
Detailed operational information, including the confirmed Tour start time, meeting arrangements, bus schedule, and pickup information where applicable, may be provided closer to the service date.
Customers must notify NorthStar Tours promptly if they do not receive an expected confirmation or if any information shown in the confirmation is incorrect.
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7. Unused Services & No-Shows
No refund will be provided for services voluntarily unused or missed by the Customer after the Tour has started, including accommodation, meals, activities, sightseeing, or transportation included in the confirmed Tour program.
A Customer who fails to appear for the confirmed Tour without prior cancellation will be treated as a no-show and no Tour refund will apply.
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8. Cancellation by the Customer
All cancellation requests must be submitted in writing through an official NorthStar communication channel.
Cancellation at least 96 hours before the confirmed Tour start time:
100% of the Tour amount paid to NorthStar Tours will be refunded.
Cancellation less than 96 hours before the confirmed Tour start time but before the balance-payment deadline:
The 30% Tour deposit is non-refundable. Any Tour amount voluntarily paid in excess of the required deposit will be refunded, excluding any separately applicable third-party charges.
Cancellation after the balance-payment deadline or no-show:
Amounts already committed to Tour operations or non-refundable services may not be refundable. NorthStar Tours will advise the Customer of the applicable amount based on the confirmed booking and services already committed.
Bus tickets and other third-party add-ons are not governed by the Tour cancellation schedule above and are handled according to the relevant supplier conditions.
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9. Bus Tickets & Third-Party Add-ons
Bus tickets are optional add-on services unless specifically stated as included in a confirmed package.
Bus schedules, fares, vehicle type, pickup arrangements, and availability are subject to the transportation provider and final booking confirmation.
Changes, cancellations, refunds, missed pickups, and no-shows relating to bus tickets or other third-party add-ons are subject to the applicable supplier conditions in effect at the time of booking.
Where a pickup service has been confirmed, the Customer must be present at the confirmed pickup location and time. If the Customer changes location without confirmation, arrives late, or misses the pickup, any additional transportation required will be the Customer’s responsibility.
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10. Booking Changes
Requests to change a Tour date, passenger details, riding option, accommodation, or other confirmed services must be submitted in writing.
NorthStar Tours will make reasonable efforts to assist, but changes are subject to availability, supplier conditions, operational feasibility, and any applicable additional cost.
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11. Cancellation or Operational Changes by NorthStar Tours
NorthStar Tours may adjust the itinerary, departure time, route, accommodation, activities, or other operational arrangements when reasonably necessary due to safety, road conditions, weather, government requirements, traffic, supplier availability, or other circumstances beyond our reasonable control.
If NorthStar Tours cancels the Tour before departure and no suitable alternative is accepted by the Customer, the Customer will receive a refund of the Tour amount paid to NorthStar Tours.
Bus tickets and other third-party services will be handled according to the applicable supplier conditions.
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12. Force Majeure
NorthStar Tours is not responsible for loss, delay, alteration, or cancellation caused by events beyond our reasonable control, including but not limited to natural disasters, severe weather, landslides, flooding, government actions, strikes, vehicle breakdowns, fuel shortages, road closures, civil disturbance, or supplier failure.
NorthStar Tours will make reasonable efforts to provide an appropriate alternative or minimize disruption where practicable.
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13. Travel Documents & Insurance
Customers are responsible for holding valid passports, visas, driving documents, permits, and any other documents required for their selected travel arrangements.
NorthStar Tour packages include basic domestic travel insurance where stated in the confirmed Tour inclusions. This coverage is limited and does not replace comprehensive international travel insurance.
Customers are strongly advised to hold appropriate personal travel insurance covering medical treatment, trip disruption, personal belongings, and relevant adventure or motorbike activities.
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14. Safety & Customer Responsibilities
Travel in Ha Giang involves mountain roads, changing weather, remote areas, and activities that may involve inherent risk.
Customers must follow safety instructions given by the Tour Leader, Easy Rider, driver, local operator, or NorthStar representative. NorthStar Tours reserves the right to modify an activity or refuse participation where reasonably necessary for safety or legal compliance.
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15. Liability & Third-Party Suppliers
NorthStar Tours carefully selects and coordinates third-party service providers such as transportation companies, accommodation providers, restaurants, and local activity operators.
Where a service is provided by an independent third party, its operation may also be subject to that supplier’s reasonable conditions and operational requirements.
Nothing in these Terms & Conditions excludes or limits any responsibility that cannot lawfully be excluded under applicable Vietnamese law.
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16. Claims & Dispute Resolution
Any complaint should be reported to NorthStar Tours as soon as reasonably possible so that we have an opportunity to assist while the Customer is travelling.
Formal claims should be submitted in writing within 30 days after completion of the relevant service.
Any dispute that cannot be resolved through discussion and mutual agreement will be handled in accordance with Vietnamese law through the competent dispute-resolution mechanism.
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17. Acceptance of Terms
By submitting a booking and making any deposit or payment, the Customer confirms that they have read, understood, and agreed to these Terms & Conditions.