REFUND & CANCELLATION POLICY – TVPALM
Welcome to TVPalm at www.tvpalm.com! We deeply appreciate your trust in choosing TVPalm as your companion on the journey to discover the untamed beauty of Tay Con Linh and Ha Giang.
At TVPalm, we understand that travel plans can sometimes change unexpectedly due to unforeseen circumstances. With sincerity, we have established this transparent refund policy to ensure your peace of mind while helping TVPalm maintain our commitment to supporting indigenous communities and preserving the nature of Ha Giang for future generations.
1. Policy Overview
This policy stipulates the timelines and conditions under which you may request a refund for tour packages or accommodation services at our Ecolodge. TVPalm’s goal is to process all requests fairly and promptly, ensuring absolute confidence when you book our trekking, wildlife, or retreat itineraries.
2. Conditions and Refund Rates
Due to the specific nature of highland tourism (requiring advance booking of guide teams, preparation of local food, and securing forest ranger/border permits), refund rates are applied flexibly based on the notice period:
- Cancellation more than 30 days before departure: 100% refund of the tour value.
- Cancellation between 15 and 30 days before departure: You have two options:
- Receive 110% of the tour value as a Credit Voucher to be used for another journey within 12 months.
- Or receive a cash refund after deducting non-refundable costs (e.g., issued border permits, purchased travel insurance).
- Cancellation less than 15 days before departure: No refund applied.
- Force Majeure (Natural disasters, landslides, epidemics): If weather conditions in Ha Giang do not guarantee safety, TVPalm prioritizes supporting you with a date change or issuing a Credit Voucher. A partial refund will only be considered if no feasible alternative exists.
Non-refundable cases:
- Guests voluntarily abandoning the tour program or failing to arrive at the meeting point on time.
- Guests who do not meet health requirements but failed to notify us in advance (as per the Health Requirements section).
- Services already partially used during the journey.
3. How to Request a Refund
To request a refund, please follow these steps for the fastest support:
- Contact TVPalm: Send your request via email to info@tvpalm.com or message us directly via Hotline/WhatsApp: +84 366 885 955.
- Provide Information:
- Order Code or Booking Confirmation.
- Customer Name and Phone Number.
- Reason for cancellation/refund request.
- Confirmation and Review: TVPalm will receive and respond within 01 to 03 working days. We will transparently explain any non-refundable costs (if applicable).
- Processing: Once agreed upon, we will proceed with the refund via your original payment method.
4. Refund Timeline
- Review Period: 1-3 working days.
- Receiving Funds: The refund will be transferred to your account within 07 to 15 working days, depending on the processing procedures of your bank or international payment gateway.
5. Policy Amendments
TVPalm may update this policy to comply with legal regulations and local practicalities. All changes will be clearly published on our official website.
6. Contact Information
If you have any questions to further ensure your peace of mind for the trip, please contact us:
- Email: info@tvpalm.com
- Hotline/WhatsApp: +84 366 885 955
- Office Addresses: 667 Lac Long Quan, Tay Ho, Hanoi OR Khuoi My, Phuong Do, Ha Giang
