Policies

I. Information Privacy Policy

CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY is committed to respecting and protecting the privacy of customers when they access and use the website catbaoutdoors.vn. This privacy policy has been prepared to help customers clearly understand how their personal information is collected, used, stored and protected in accordance with current law.

1. Purpose and scope of information collection

The website catbaoutdoors.vn collects customers' personal information for the following purposes:

• Advising on, introducing and providing travel services, tours, outdoor experiences and related services.
• Confirming tour bookings and service bookings, or processing requests from customers.
• Supporting customers while they use the services.
• Making contact to send notices, itineraries, payment confirmations or other necessary information relating to the services registered.
• Improving the quality of the website and enhancing the user experience.
• Fulfilling obligations at the request of competent state authorities in accordance with the law.

Personal information that may be collected includes:

• Full name.
• Phone number.
• Email address.
• Contact address (if needed).
• Payment information (where the customer pays for services).
• Other information that the customer voluntarily provides when registering for services or contacting us for advice.
• Identity documents: We request only the information or document copies needed for your specific service and explain the purpose and recipients before collection. Not every service requires passport or visa images, and information needed for an invoice does not automatically include full document copies. Passport and visa images are deleted within 30 days after the service ends, in accordance with our commitment. Information that must be retained in invoices, accounting records or other legally required records is managed separately for the applicable retention period; this does not justify keeping every document image. You may use our published contact details to exercise your personal data rights under applicable law.

2. Scope of information use

Customer information is used within the following scope:

• Processing requests to book tours, book tickets or register for travel services.
• Making contact to confirm orders, transactions or service itineraries.
• Supporting the resolution of complaints, feedback and customer care.
• Sending promotional information, special offers or new announcements if the customer agrees to receive such information.
• Carrying out internal management and statistics activities and improving service quality.
• Providing information to competent state authorities upon lawful request.

The website undertakes not to use customers' personal information for purposes other than those stated above without the customer's consent.

3. Information retention period

Customers' personal information is retained:

• For the period necessary to serve the purpose of collection.
• Or until the customer requests deletion of the information.
• Where the law provides otherwise on the retention period, we will comply with the current law.

After the purpose of use has been fulfilled or a valid request has been received from the customer, the data will be deleted or anonymised in accordance with the enterprise's data management procedures.

4. Persons or organisations that may have access to the information

Customers' personal information may be accessed by:

• The management board and customer care department of CATBA OUTDOORS.
• The sales, tour operations and accounting departments when necessary to provide the services.
• Partners providing related services such as transport providers, accommodation providers, tour guides and travel insurance providers (if arising in the course of providing the services).
• Competent state authorities in accordance with the law.
• Parties that the customer has agreed may access the information.

Other than in the above cases, CATBA OUTDOORS does not share, buy, sell or exchange customers' personal information with third parties for commercial purposes.

5. Address of the entity collecting and managing the information

CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY

• Address: No. 184, 1/4 Street, Cat Hai Special Zone, Hai Phong City
• Website: https://catbaoutdoors.vn
• Phone: 0866585832
• Email: unique.catbaoutdoors@gmail.com

6. Means and tools for users to access and edit their personal data

Customers have the right to:

• Check the personal information they have provided.
• Request that inaccurate information be updated or corrected.
• Request that the use of their personal information for marketing purposes cease.
• Request deletion of the personal data being stored when they no longer need to use the services.

Customers may send requests through:

• Hotline: 0866585832
• Email: unique.catbaoutdoors@gmail.com

CATBA OUTDOORS will receive and process requests within a reasonable time in accordance with the law.

7. Commitment to the security of customer information

CATBA OUTDOORS undertakes to:

• Collect and use customer information for the published purposes.
• Not disclose customers' personal information to third parties without the customer's consent, except where required by law.
• Apply appropriate technical and management measures to protect data against unauthorised access, loss, disclosure, alteration or destruction.
• Train personnel on their responsibility for the security of customer information.
• Regularly review the system to ensure data safety.

In the event that the system is attacked, resulting in a risk of loss of user information, CATBA OUTDOORS will promptly notify the competent authorities and the affected customers (if any) so as to coordinate the handling.

8. Mechanism for receiving and resolving complaints relating to personal information

Upon discovering that personal information has been used for the wrong purpose or beyond the published scope, customers have the right to send a complaint to:

CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY

• Hotline: 0866585832
• Email: unique.catbaoutdoors@gmail.com

Handling procedure:

1. Receive the feedback or complaint from the customer.
2. Verify the relevant information.
3. Take the necessary remedial measures.
4. Respond to the customer with the handling result as soon as possible.

We undertake to cooperate closely with customers and the authorities to protect customers' lawful rights and interests.

9. Effectiveness of the policy

This information privacy policy takes effect from the date it is published on the website catbaoutdoors.vn. CATBA OUTDOORS has the right to update or adjust the content of the policy to suit legal regulations and business activities from time to time. All changes will be published on the website for customers to follow.

Customers who access and use the website catbaoutdoors.vn are deemed to have read, understood and agreed to this Information Privacy Policy.

III. Service Pricing Policy

CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY undertakes to provide transparent, clear and accurate service price information in order to ensure the interests of customers when they learn about tours, book tours and use the services on the website catbaoutdoors.vn.

Price listing principles

All service prices published on the website catbaoutdoors.vn are publicly listed for customers to refer to before deciding to book a service.

Service prices may apply to products and services such as:

• Domestic tours.
• Nature exploration experience tours and outdoor activities.
• Tourist transport services.
• Accommodation services.
• Rental services for travel and outing equipment.
• Other travel and experience services provided by CATBA OUTDOORS.

Prices are quoted and invoiced in Vietnamese Dong (VND). Any other currency shown on the website is for reference only; the amount paid is in VND.

Content of service prices

For each tour or service, the website will clearly describe the costs included in or excluded from the selling price. Customers need to carefully read the detailed information before booking a service.

Depending on each programme, the service price may include:

• Tour organisation costs.
• Tour guide.
• Sightseeing tickets according to the programme.
• Means of transport according to the itinerary.
• Travel insurance (if any).
• Other services clearly stated in the tour programme.

Charges arising outside the programme or outside the scope of the published services are not included in the listed price, and customers will be notified before using them.

Service price changes

CATBA OUTDOORS has the right to adjust service prices where necessary to suit market conditions, operating costs, supplier policies or other objective factors.

For orders or services that the customer has successfully booked and that CATBA OUTDOORS has confirmed in writing, by email or by another official form of communication, the confirmed price will remain unchanged as agreed, except with the customer's consent or where change requests arise from the customer.

Promotion and special offer policy

Promotions, discounts and special offers are carried out from time to time and are publicly announced on the website or the official media channels of CATBA OUTDOORS.

The conditions of application, the period of application and the scope of the offer will be specifically notified for each programme. Customers are responsible for carefully looking into the conditions before participating.

CATBA OUTDOORS has the right to refuse to apply a special offer in cases that do not meet the published conditions.

Service price confirmation

The official service price is established when:

• The customer completes the service booking request.
• CATBA OUTDOORS confirms its ability to provide the service.
• The two parties agree on the conditions regarding price and scope of service.
• The customer fulfils the payment obligation as prescribed.

In the event of a technical error resulting in an incorrect service price being displayed on the website, CATBA OUTDOORS has the right to refuse or cancel the transaction affected by the price display error and will promptly notify the customer in order to agree on an appropriate handling solution.

Taxes, fees and related costs

Prices listed on the website include value added tax (VAT).

Published prices include VAT. Electronic invoices are issued and delivered to the buyer, and changes, cancellations or refunds are reflected as required by applicable law and the nature of the transaction. Invoicing does not depend solely on a customer's request or the payment method. Receipt into a personal account does not by itself create an exemption from invoicing. The information provided before booking identifies the party responsible for issuing the invoice; we collect the buyer details needed to issue it correctly.

Fees arising outside the programme, such as personal expenses, optional services, single room supplements, holiday and Tet supplements, or costs outside the scope of service provision, will be notified in advance so that customers can make their own choice.

Responsibilities of customers

Customers are responsible for carefully reading the information on service prices, related fees and conditions of application before making a transaction.

If there is any question relating to service prices, customers need to contact CATBA OUTDOORS for an answer before confirming a tour booking or using a service.

Contact information

CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY

Address: No. 184, 1/4 Street, Cat Hai Special Zone, Hai Phong City

Phone: 0866585832

Email: unique.catbaoutdoors@gmail.com

Website: https://catbaoutdoors.vn

Effectiveness of the policy

This service pricing policy takes effect from the time it is published on the website catbaoutdoors.vn. CATBA OUTDOORS has the right to amend or supplement the content of the policy to suit its business activities and current law. All changes will be publicly announced on the website for customers to know and follow.

V. Service Provision Policy

CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY has prepared this service provision policy to ensure the interests of customers and at the same time clearly specify the responsibilities of the parties in the course of using the services provided on the website catbaoutdoors.vn.

Scope of service provision

CATBA OUTDOORS provides products and services relating to travel, outdoor experiences and sightseeing and exploration activities in Cat Ba and other areas from time to time.

The services provided may include:

• Day tours and multi-day tours.
• Sightseeing and nature exploration tours.
• Trekking, kayaking, camping and outdoor activity programmes.
• Sightseeing ticket booking services.
• Accommodation services.
• Tourist transport services.
• Event organisation and teambuilding services.
• Other travel support services published on the website.

Detailed information on each service will be publicly posted on the website for customers to refer to before registering.

Conditions of use of the services

Customers using the services of CATBA OUTDOORS need to meet the following conditions:

• Provide complete and accurate personal information as required.
• Have full civil act capacity in accordance with the law to carry out transactions.
• Comply with the safety regulations, tour rules and instructions of the organising unit.
• Fully perform the payment obligation as agreed.

For some outdoor experience programmes or activities with health requirements, customers need to proactively notify their health condition, underlying medical conditions or related issues so that CATBA OUTDOORS can arrange appropriate support.

Service registration procedure

Customers may register for services through the website catbaoutdoors.vn, phone, email or the official contact channels of CATBA OUTDOORS.

The procedure consists of:

Step 1: The customer selects a service and sends a registration request.

Step 2: CATBA OUTDOORS receives the information and gives detailed advice on the service programme.

Step 3: The two parties confirm the registration information, service price and related conditions.

Step 4: The customer makes the payment as prescribed.

Step 5: CATBA OUTDOORS confirms completion of the registration and proceeds to provide the service according to the agreed itinerary.

Time of service provision

Services are provided according to the itinerary, content and time confirmed between the customer and CATBA OUTDOORS.

Where objective factors arise such as bad weather, natural disasters, epidemics, requirements of the authorities or other force majeure events affecting the ability to organise the service, CATBA OUTDOORS has the right to adjust the itinerary, change the organisation plan or suspend the performance of the service in order to ensure the safety of customers.

Customers will be notified as soon as possible when changes arise.

After full payment, CATBA OUTDOORS sends a confirmation email with an electronic voucher within 12 hours. The service is provided at the meeting point on the date and at the time stated on the booking confirmation.

Service quality commitment

CATBA OUTDOORS undertakes to:

• Provide services in accordance with the content published or agreed with the customer.
• Ensure service quality at the best level within the capacity of the enterprise.
• Support customers throughout the use of the services.
• Ensure the lawful interests of customers in accordance with the law.
• Promptly receive and handle feedback, suggestions or complaints from customers.

Rights and responsibilities of customers

Customers have the right to:

• Be provided with complete information about the service before registering.
• Enjoy the services in accordance with the committed content.
• Send feedback, complaints or support requests when issues arise.
• Have their personal information protected under the Information Privacy Policy of CATBA OUTDOORS.

Customers are responsible for:

• Providing truthful and complete information when registering for services.
• Paying in full and on time as agreed.
• Complying with the itinerary, rules and instructions of the tour manager or staff in charge.
• Keeping their personal belongings safe throughout their participation in the service.
• Taking responsibility for damage arising from conduct that violates regulations or from providing inaccurate information.

Rights and responsibilities of CATBA OUTDOORS

CATBA OUTDOORS has the right to:

• Refuse to provide services in cases of violation of the law or violation of the conditions of use of the services.
• Adjust the service programme where necessary to ensure safety and service quality.
• Request customers to provide the information necessary to complete the registration procedures and provide the service.

CATBA OUTDOORS is responsible for:

• Providing services as committed.
• Publicly and transparently disclosing service information on the website.
• Protecting customers' personal information.
• Supporting the resolution of issues arising within the scope of the enterprise's responsibility.
• Carrying out the service refund, change or cancellation policy in accordance with the published regulations.

Limitation of liability

CATBA OUTDOORS is not liable for damage arising from force majeure events, including but not limited to natural disasters, storms and floods, epidemics, war, strikes, traffic incidents, requirements of competent state authorities or events beyond the reasonable control of the enterprise.

In these cases, CATBA OUTDOORS will make every effort to support customers and offer an appropriate handling solution.

Travel insurance

Before you confirm a booking, the insurance information for that programme must identify the insurer, the insured persons or interests, the scope and period of cover, the limits, and the main exclusions. An operator's or vehicle's liability insurance is not equivalent to personal travel insurance covering every risk. We recommend considering personal insurance appropriate to your activities; this recommendation does not replace any party's insurance obligations under law or contract. If an incident occurs, please contact the person identified in your service confirmation for assistance.

VII. Conditions and Restrictions Policy

This conditions and restrictions policy sets out the conditions applicable to customers when they access the website catbaoutdoors.vn and use the services provided by CATBA OUTDOORS SERVICE AND TOURISM JOINT STOCK COMPANY. By accessing the website, registering for or using the services, the customer is deemed to have read, understood and agreed to comply with the conditions set out in this policy.

Conditions of use of the services

Customers joining tours, experience programmes or the services provided on the website must provide complete and accurate information as required by CATBA OUTDOORS.

Customers are solely responsible for the accuracy of the information provided. Where inaccurate information affects the provision of the service, CATBA OUTDOORS has the right to refuse or suspend the performance of the service and is not liable for any related damage arising.

Customers must pay all fees as prescribed in full before using the service, unless otherwise agreed in writing between the parties.

Health and safety conditions

Some sightseeing, trekking, kayaking, mountain climbing, camping or other outdoor activity programmes may require participants to be in sufficient health to ensure safety.

Customers are responsible for notifying CATBA OUTDOORS in advance of special health issues such as cardiovascular disease, blood pressure, respiratory conditions, a history of allergies, pregnancy or other medical conditions that may affect their participation in the service.

CATBA OUTDOORS has the right to refuse to provide the service in cases assessed as not meeting the health conditions or posing a risk to the safety of the customer themselves and other participants.

Conditions for children

Children joining tours or experience activities must be accompanied by a lawful guardian as prescribed by the programme.

The applicable ages and the prices for children will be specifically notified for each product or service.

The guardian is responsible for managing, supervising and ensuring the safety of children throughout their participation in the service.

Cases of restriction or refusal to provide services

CATBA OUTDOORS has the right to refuse to provide or terminate the provision of services in the following cases:

• The customer provides forged or inaccurate information.
• The customer commits acts that violate the law.
• The customer commits acts that disturb public order or affect the safety of the group or others.
• The customer does not comply with the instructions of the tour guide, tour operations staff or staff in charge.
• The customer carries items whose circulation or use is prohibited by law.
• The customer commits acts that insult the honour or dignity of staff, partners or other participants.
• Other cases in which CATBA OUTDOORS finds that continuing to provide the service may affect the safety or lawful interests of the relevant parties.

In the above cases, customers may not be refunded the fees paid, depending on the level of the violation and the actual damage arising.

Force majeure cases

CATBA OUTDOORS is not liable for delays, changes or cancellations of services arising from force majeure events, including but not limited to:

• Natural disasters, storms, floods, earthquakes.
• Epidemics or medical emergencies.
• Fires, major accidents.
• War, riots or strikes.
• Decisions or requirements of competent state authorities.
• Traffic or maritime incidents, or other objective factors beyond the control of the enterprise.

In these cases, CATBA OUTDOORS will endeavour to coordinate with customers to adjust the itinerary or offer an appropriate option in order to minimise the impact arising.

Limitation of liability

CATBA OUTDOORS is not liable for:

• Damage arising from the customer providing inaccurate information.
• Damage to personal belongings due to the customer's own careless safekeeping.
• Risks arising from the customer not complying with safety regulations or the instructions of the staff in charge.
• Damage arising from force majeure events as provided in this policy.
• Losses arising from services or transactions that the customer carries out directly with third parties outside the management scope of CATBA OUTDOORS.

Right to change services

Where necessary to ensure service quality or customer safety, CATBA OUTDOORS has the right to adjust the itinerary, means of transport, sightseeing locations, organisation time or other equivalent items without significantly affecting the overall programme.

All changes will be notified to customers as soon as possible.

We will promptly notify you of changes affecting a confirmed service, explain the reason and the proposed solution. Changing a private service to a shared service, or materially changing the itinerary, duration or cabin, room or vehicle category, requires your agreement, except for urgent measures lawfully required for safety. Following an urgent safety measure, undelivered services and any difference in value will be settled under the applicable policy and law.

Responsibilities of customers

Customers are responsible for:

• Complying with the terms published on the website.
• Following the regulations of the tour programme and the instructions of the staff in charge.
• Keeping their personal belongings safe while participating in the service.
• Cooperating with CATBA OUTDOORS in emergency situations or situations arising outside the plan.
• Compensating for damage if the customer's conduct causes loss to CATBA OUTDOORS, partners or third parties in accordance with the law.