FAQ

A. Booking, Payment & Policies (all tours)

1. How do I book, and how quickly do you confirm?

Send an enquiry via info@tvpalm.com, WhatsApp +84 366 885 955, or the website form. We reply with a written quotation within 1 business day. Your booking is confirmed once the deposit has cleared and you have received our written confirmation email — usually within 24 hours of payment.

2. How much is the deposit, and how can I pay?

A non-refundable deposit confirms your booking. The amount and deadline depend on the tour, because our commitments with local guides, porters, and homestays differ:

• Tay Con Linh Summit Trekking: 45%, due within 48 hours of the quotation.
• Dao Village Trekking: 30%, due within 72 hours.
• Ha Giang – Cao Bang Loop: 30%, due within 72 hours.
• Day and Half-Day Walks: 15–20%, due within 72 hours.
• TVPalm Ecolodge stay: 30% or the first night.

For bookings made within 30 days of departure, the deposit is due immediately.

We accept bank transfer (VND or USD), Wise, Revolut, PayPal, and card. Wise and Revolut carry the lowest fees at around 0.5–1%; PayPal is 4–5% and that fee is charged to the guest; card payments carry 2.7–3.0%. For international guests we recommend Wise or Revolut — both avoid the $25–50 fees of traditional SWIFT transfers. Full payment terms are on our Payment Policy page.

3. What is your cancellation policy?

Refund rates differ by tour, because the costs we commit in advance differ. The percentages below apply to the total tour price. The deposit is always non-refundable, but it can be transferred to another TVPalm booking within 6 months.

Notice is measured from the date we receive your written request at info@tvpalm.com. We would rather move your dates than lose your trip — see question 5 below. Full terms are in our Payment Policy and Refund Policy.

4. Is travel insurance included? Do I need my own?

Every guest is covered by basic PVI Inbound Insurance included in the tour price. This is accident cover only. It does not cover motorbike riding, trekking at altitude, or emergency medical evacuation.

Personal travel insurance covering the activities of your tour is required for every TVPalm tour. This is a condition of participation, not a recommendation:

• Tay Con Linh Summit Trekking: cover for mountain trekking at altitude plus emergency medical evacuation. Proof 21 days before departure.
• Dao Village Trekking and Wildlife tours: cover for trekking and outdoor activity. Proof 14 days before departure.
• Ha Giang – Cao Bang Loop: cover for motorbike riding as rider or passenger, or for vehicle travel. Proof 14 days before departure.
• Day and Half-Day Walks: cover for outdoor activity and hiking. Proof at time of booking.

Many standard policies exclude motorbike riding and trekking above a certain altitude — check your policy wording before you buy. Without valid proof by the deadline you cannot join the tour, and the standard cancellation terms apply. We tell you this at booking rather than turning you away at the trailhead.

5. Can I change my dates, or switch from motorbike to SUV?

Yes. We encourage postponing rather than cancelling. Free postponement windows differ by tour:

• Summit Trekking: free 30 or more days before departure. A 30% adjustment fee applies 15–29 days before. Within 15 days, written approval only.
• Dao Village and Loop tours: free 15 or more days before departure. A 20% adjustment fee applies 7–14 days before. Within 7 days, written approval only.
• Day and Half-Day Walks: free more than 3 days before departure. Within 3 days, written approval only.

One free postponement applies within a 6-month window. A service change — vehicle type, itinerary, room category — is free more than 15 days before departure; within 15 days you pay any price difference of the new service. All requests must be in writing to info@tvpalm.com.

6. Can someone take my place if I cannot travel?

Yes, free of charge, if the request reaches us in writing at least 3 days before departure and the new participant meets the health, fitness, age, and insurance requirements of that tour. For Summit Trekking, the replacement guest must also return the Health, Fitness & Trekking Participation Form and valid insurance proof before departure.

7. Can you design a private, tailor-made tour?

Yes — that is how we work. Every TVPalm tour is already private (2–8 guests, never mixed groups), and itineraries are built around your pace, interests, and dates: more villages, more walking, more rest, a photography focus. Tell us what matters to you and we will design around it, honestly flagging what the season allows.

8. Do I need a visa for Vietnam?

Citizens of many European countries currently enter visa-free for up to 45 days; others can apply for a 90-day e-visa at the official portal evisa.gov.vn (allow 3–5 working days). Rules change — check the official portal or ask us when booking and we will point you to the current requirements for your nationality.

9. What about vaccinations and health preparation?

We do not give medical advice — consult a travel clinic 4–6 weeks before your trip; routine vaccinations up to date plus hepatitis A and typhoid are commonly advised for rural Vietnam, but your doctor decides. What we do on our side: every guest completes a short Medical Self-Declaration at booking, our guides carry first aid kits, and medical facilities are mapped along every route.

B. Getting There — Hanoi to Ha Giang and to the Lodge

1. How do I get from Hanoi to Ha Giang, and what does it cost?

Three main options. Daytime limousine van: around 500,000–700,000 VND ($20–28), hotel pickup in the Old Quarter — this is what our tours use. Overnight sleeper bus: around 250,000–400,000 VND ($10–16), from My Dinh or Giap Bat stations. Private car: around 3.5–4.5 million VND for 4–6 passengers, full flexibility and scenic stops. There are no flights or trains to Ha Giang. Prices are reference rates and vary by season; Hanoi transfers are included in most of our tour options — check your quotation.

2. Is the new expressway open? How long is the drive?

Not yet — the Hanoi – Ha Giang expressway is expected to open officially at the end of 2026. Until then, the drive takes around 6 hours on the current roads. Once open, it will drop to roughly 4–4.5 hours. We tell you the real travel time for your dates when you book.

3. Can I ride my own motorbike up from Hanoi?

Only if you are an experienced mountain rider. Vietnamese law requires a valid licence plus an International Driving Permit under the 1968 convention — checkpoints do fine unlicensed riders. Mountain roads, long distances, and sudden rain make this a serious undertaking. On our tours you do not need any of it: you ride pillion behind a professional local Easy Rider.

4. How do I get from Ha Giang city to TVPalm Ecolodge?

The lodge sits on the slopes of Tay Con Linh, a short drive from the city center. The simplest way is a Green SM electric taxi — around 110,000–150,000 VND (roughly $4–6) depending on your pickup point. Prefer not to deal with apps? Send us your arrival time and our team will book the car for you.

5. Where do I park, and how do I reach the lodge from the parking area?

Private parking is at the base of the property. From there, our electric shuttle brings you and your luggage up to the lodge — no climbing with suitcases.

6. Can I store luggage during a tour?

Yes. Large suitcases are stored free at TVPalm Ecolodge for the whole tour. Bring a small daypack for the road — everything else is waiting when you return.

7. Where can I withdraw cash? Do villages take cards?

Withdraw VND in Hanoi before you travel — ATMs exist in Ha Giang city and district towns like Dong Van, but they can be empty or offline. Villages, homestays, and markets are cash only, and small notes are appreciated. Your tour is prepaid, so cash is mainly for drinks, tips, crafts, and small purchases.

C. Staying at TVPalm Ecolodge

1. Are the rooms warm enough in winter?

Yes. All rooms have heated mattresses in winter, plus hot water and thick bedding. Mountain nights can drop near freezing in December and January, so still pack warm layers for evenings on the terrace — the cold outside is part of the season’s beauty.

2. Is the swimming pool open year-round?

The pool is open year-round, but it is not a heated four-season pool — in winter the water is genuinely cold, and most guests treat it as a view rather than a swim. To be equally plain: there is no lifeguard on duty. Pool rules are posted on site, and children must be supervised by a parent or another adult at all times.

3. What are the meal times at The Palm Restaurant?

Breakfast 7:00–9:00, lunch 12:00–13:30, dinner 19:00–21:00. Dishes are farm-to-table from our eco-garden and local suppliers. Tell us about dietary needs when booking. Need a meal outside these hours? Contact reception and we will do our best to arrange it.

4. What is there to do at the Ecolodge itself?

The Palm Restaurant, the Clouds Bar above the valley, the eco-garden, the pool, and walking trails that start at the door — to Khuoi My and the Dao villages, or up toward the old tea trees. The lodge is quiet by design: no karaoke, no crowds, just the mountain.

5. Can I stay at the Ecolodge without joining a tour?

Of course. Many guests stay simply to rest. Book directly via info@tvpalm.com or WhatsApp for the best rates, or through the usual booking platforms.

6. Is the Ecolodge suitable for families with children?

Yes — families are welcome. Village walks and the eco-garden suit children well; the pool requires adult supervision at all times (no lifeguard). Tell us the ages when booking and we will advise honestly on what works.

7. Is there wifi and phone signal at the lodge?

Yes — good wifi throughout the lodge and stable mobile signal. On remote stretches of the Loop and on trekking trails, signal comes and goes; tell the people back home not to worry about a quiet afternoon.

8. Can I learn to cook local dishes at the lodge?

Yes. Our kitchen runs a cooking class built on what the eco-garden gives that day: you pick, prepare, and cook local dishes with the team, then eat what you made. Book it a day ahead at reception so the kitchen can plan.

D. Ha Giang Loop Tours — Motorbike & SUV

1. I have never ridden a motorbike. Can I still do the Loop?

Yes. On our Loop tours you ride as a pillion passenger behind an experienced local Easy Rider — you never drive. No licence, no riding experience needed. Your job is to sit, hold on, and watch the mountains.

2. How long are the riding days?

Most days are 4–7 hours on the road, broken up by village stops, viewpoints, and a long lunch. The longest days are on the high passes. We adjust pace daily around weather and how you feel — the plan for each next day is agreed together every evening.

3. Motorbike or SUV — how do I choose?

Motorbike gives you the full road: wind, smell of rain, every curve of Ma Pi Leng. SUV gives comfort, shelter, and space — usually the better choice for families with children, guests over 60 who prefer less physical strain, and anyone with back or joint issues. Many groups mix: motorbike on the scenic days, car on the long transfers. We will recommend honestly based on your group.

4. Are the mountain roads dangerous?

They are real mountain roads: winding, sometimes steep, weather-dependent. We do not promise absolute safety — nobody honestly can. What we do: experienced local riders, quality helmets worn at all times, a safety briefing every morning, and guides with final authority to change the route or stop when conditions are bad. Personal travel insurance covering motorbike travel as a passenger is mandatory.

5. Can children and older guests join the Loop?

Children aged 6–15 join accompanied by a parent or guardian — the SUV option usually suits them better. Children under 6 travel by SUV only, with a car seat provided by the family. Many guests in their 60s and beyond ride pillion comfortably; the SUV is there if you prefer. Restrictions for pregnancy and serious heart or blood-pressure conditions are in our Booking & Payment Policy.

6. What exactly is included in the price?

Private rooms every night, daily breakfast plus the meals stated in the itinerary, all transport including Hanoi transfers, entrance fees and permits, safety gear, basic PVI insurance, a reusable water bottle with refills, and your guide’s support around the clock during the tour. Not included: flights, visa, drinks, tips (suggested 200,000 VND per person per day), personal travel insurance, and anything not stated in the itinerary.

7. What should I pack for a Loop tour?

Layers: quick-dry clothing, a windproof and waterproof jacket year-round, fleece or light down for evenings, sturdy shoes with grip, sunscreen, and a small daypack. In winter add thermal layers, gloves, and a beanie. A full seasonal packing list comes with your booking confirmation, and your guide advises on the forecast before departure.

8. How fit do I need to be for the Loop?

Moderate fitness is enough: comfortable sitting on a motorbike for several hours a day, and able to walk on uneven ground for 1–3 hours on certain days. This is the key difference from our trekking tours, which demand genuine mountain fitness. If you are unsure, tell us your situation — we answer honestly.

9. Which Loop length should I choose — 2, 3, 4, 7, or 8 days?

Honestly: 2 days is a taste, and a rushed one — only if your schedule forces it. 3 days is the classic first-timer balance: Ma Pi Leng, Du Gia, the core of the plateau. 4 days adds a village walking day and a gentler pace. 7–8 days cross into Cao Bang — Ban Gioc Waterfall, the Khuoi Ky stone village, Ba Be Lake — for travelers who want depth rather than a checklist. If in doubt, tell us your dates and interests and we will say plainly which one fits.

10. I am traveling alone. Can I book?

Yes — solo travelers are welcome, and the tour runs privately for you. The per-person price is higher than the group rate, because vehicle, rider, and guide costs are not shared; we quote the exact figure with your enquiry, transparently.

E. Trekking, Walking & Tea Experiences — Tay Con Linh

1. How hard is the Tay Con Linh summit trek?

It is a genuine mountain trek, not a walk: long ascents on forest trails, sections that are steep, muddy, or slippery depending on season, and simple overnight conditions. You need real fitness — regular hiking, running, or cycling — and honest self-assessment. It is demanding. That is also why it is worth it.

2. Do I need trekking experience? Who carries the gear?

Previous multi-day hiking experience helps but is not required if your fitness is good. Local Dao porters from the Tay Con Linh Cooperative carry shared equipment and food; you carry your own daypack. Our porters are neighbors from Khuoi My and the surrounding villages — experienced on these trails, though not all are certified professional guides yet. We tell you that plainly.

3. Who cannot join the trek?

To protect you, the group, and our team, we do not accept: pregnant guests at any stage; guests with serious heart, respiratory, or blood-pressure conditions; guests with major surgery in the last 6 months or unhealed injuries; children under 14; and guests over 65 without certified medical clearance for high-altitude trekking. No exceptions — these rules are not commercial.

4. What insurance and paperwork do I need for trekking?

Personal international travel insurance covering mountain trekking and emergency medical evacuation is mandatory — proof at least 21 days before departure. Every trekker also returns our Health, Fitness & Trekking Participation Form at least 14 days before departure. Without both, you cannot join, and standard cancellation terms apply.

5. I am not a trekker. What walking options do I have?

The Half-Day Walk to the Dao villages, the 1-Day Ancient Snow Shan Tea trail, and the 2-Day village treks around Khuoi My and Xa Phin are built for ordinary fitness: real trails, real villages, tea with the families who grow it — without the summit.

6. What is the Snow Shan tea experience?

Above Khuoi My grow ancient Snow Shan tea trees, tended by Dao families for generations. You walk the tea trail, and in harvest season (spring and autumn flushes) you pick with the family, roast the leaves by hand in the hot pan, and drink what you made. Outside harvest season the walk and tasting still run — the picking is seasonal, and we say so rather than staging it.

7. What should I pack for trekking?

Layers for 10–25°C and sudden shifts: wicking base layers, fleece or light down, a serious rain jacket, waterproof trekking boots with grip, warm socks, headlamp, and a 30–40 L pack. We send a full seasonal gear list with your booking confirmation, and our guides advise on the current forecast before departure.

8. How is trekking safety different from the Loop?

Different risks, different rules. The Loop is about roads: helmets, professional riders, vehicle backup. Trekking is about terrain and remoteness: stricter eligibility (see above), a mandatory health form, evacuation insurance, and guides whose safety decisions on the trail are final. Both share one principle: we adjust or stop before conditions become unsafe, and we do not sell difficulty short to close a booking.

F. Weather & Seasons in Ha Giang and the Northeast

1. What is the weather like through the year?

October–April is the dry season: clear days of 15–25°C, cold nights. December–January are true winter — mornings of thick fog and cloud seas, nights near freezing. February–April is spring: plum and peach blossom, fresh forest, the most balanced walking weather (March–April especially). May the rains begin — the “water season”, when flooded paddies mirror the sky. June–August is the deep green season: heaviest rain, muddy trails, dramatic low cloud. September the rain eases and rice turns gold; October brings the harvest, buckwheat flowers on the Dong Van plateau, and the best visibility of the year. November is dry, cool, and photogenic.

2. My weather app shows Ha Giang — is that what I will get at the lodge?

Not quite. Apps show Ha Giang city, down in the valley. Khuoi My sits higher: usually 2–6°C cooler, with morning fog that lingers and its own local rain. The same day can be sunny in the city and atmospheric up here. For outdoor plans we rely on local conditions in the last 24–72 hours, not the long-range app forecast.

3. Which months are best for trekking?

March–April and September–October are the strongest windows: stable trails, good visibility, comfortable temperatures. July–August is the greenest and most dramatic time, but the least stable — we do not sell fixed long treks in those months, and we say so up front.

4. What happens if it rains during my tour?

We adjust — that is built into every itinerary. Routes change daily around actual conditions; on wet days we shift to shorter walks, tea, craft, and village time, and the guide has final authority on safety. In genuine extremes (floods, landslides, road closures), our Force Majeure policy applies: free postponement, an alternative itinerary, or a partial refund after non-recoverable costs.

5. Will I see the cloud sea (bien may)?

Maybe — and anyone who promises it daily is not being honest. The cloud sea is most likely on cold, humid mornings from November to January, sometimes into February. It is a probability of the season, not a feature we can switch on. When it comes, it is worth every early alarm.

6. Are there festivals I can time my trip around?

Yes, but most follow the lunar calendar, so dates shift each year. After Tet: Long Tong of the Tay (going-to-the-fields festival) and Gau Tao of the H’Mong. The Khau Vai Love Market falls on the 27th day of the 3rd lunar month. October–November brings the buckwheat flower season on the Dong Van plateau, and late in the year the Pa Then fire-jumping ritual. We confirm exact dates before locking your itinerary — and we treat these as living rituals to be witnessed respectfully, not shows.

G. Culture, Community & Food

1. How should I behave when visiting ethnic minority villages?

Ask before photographing anyone — always. Greet elders first. Remove shoes when entering a home. Do not touch altars or ritual objects. Buy directly from the artisans you meet. Our Dao and local guides will brief you before each village and translate — most awkward moments are prevented by simply following their lead.

2. Where does my money actually go?

We prioritize locally managed homestays, local riders, porters, and guides — a significant share of your tour cost is paid directly to Dao, Tay, H’Mong, Lo Lo, and Nung families along the route. Many experiences are coordinated through the Tay Con Linh Sustainable Ecotourism Cooperative, which unites 50 Dao members. We do not publish percentages we cannot audit.

3. What is the food like? Can you handle dietary needs?

Local and seasonal: meals at homestays and village restaurants, farm-to-table dinners at the Ecolodge from our own eco-garden. Vegetarian, no-spice, and allergy requirements are handled with advance notice. Try the local specialties your hosts are proud of — buckwheat cakes in Dong Van, smoked pork, five-color sticky rice, corn wine if you dare.

4. What languages do your guides speak?

Tours run with English-speaking guides; several team members also speak the local languages of the communities we visit — that is where the depth of the experience comes from. French-speaking guides depend on availability — ask when booking.
TVPALM.COM · info@tvpalm.com · WhatsApp +84 366 885 955