ETHOS - Spirit of the Community Travel Terms & Conditions

Respectful Tourism in Vietnam

1. Booking Procedure

1. Bookings may be made via our online booking form, by email, or by phone. ETHOS does not require an advance deposit to confirm a booking unless otherwise specified in writing. Your booking will be confirmed in writing by email.

2. Payment in full is due upon arrival at the ETHOS office and can be made in cash (USD or VND) or by Visa/Mastercard.

3. While ETHOS endeavours to ensure the accuracy of all published prices, these are subject to change prior to confirmation due to factors beyond ETHOS’s reasonable control. Once a booking is confirmed in writing, the agreed price will be honoured, except where force majeure applies.

2. Responsibility

Except in situations beyond human control, ETHOS will be responsible for additional expenses resulting directly from changes caused by ETHOS in itinerary, transportion, or accommodation. ETHOS will not be liable for:

• Indirect or consequential losses, including loss of enjoyment, missed connections, or additional expenses incurred.

• Any delays, changes, or loss of services caused by factors beyond ETHOS’s reasonable control. Where ETHOS’s services fall below the agreed standard, compensatory services may be offered, or a refund provided for the portion of the service affected, at ETHOS’s discretion.

3. Clothing and Equipment

Guests are responsible for bringing appropriate outdoor clothing and footwear. During rainy periods, trails can be slippery and muddy. Waterproof clothing and sturdy walking shoes are strongly recommended.

Guests without appropriate clothing or equipment may be unable to participate fully in the activity, and ETHOS accepts no liability for any resulting loss of experience or enjoyment.

4. Cancellations & No-Show Policy

4.1 Services Cancelled by the Guest

Guests must inform ETHOS in writing (via email, fax, or post) if they wish to cancel a booking. Payments for cancellations are as follows (calendar days):

• More than 30 days before the service: 10% of the total service cost.

• From 10 days to 72 hours before the service: 30% of the total service cost.

• Less than 24 hours before the service: 100% of the total service cost. Payment is due immediately upon cancellaGon within the relevant period.

4.2 Services Cancelled by ETHOS

ETHOS may cancel any tour if dramatic events occur (e.g., natural disasters, epidemics, political instability) without prior notice. In such cases, guests will receive a full refund of any payments made but will not be entitled to any additional compensation.

5. Alterations and Amendments

• ETHOS reserves the right to alter itineraries due to circumstances beyond our control. Where such changes significantly alter an essential aspect of the tour, ETHOS will offer either:

a) A substitute tour of equal or greater value, or

b) A substitute tour of similar content.

• ETHOS has sole discretion in determining whether a change is “essential.”

• Guests joining after the departure date or leaving early for any reason are not entitled to any refund or rebate.

6. Force Majeure

Where a tour is cancelled or significantly interrupted due to unusual or unforeseen circumstances beyond ETHOS’s control, refunds will be made in proportion to the unused portion of the tour. ETHOS will not be liable for any additional costs incurred by guests in such events.

7. Behaviour

Guests are responsible for their own conduct and that of their party. ETHOS reserves the right to terminate services without refund if behaviour is deemed unreasonable, unsafe, or disruptive. All decisions by ETHOS staff regarding behaviour are final.

8. Complaints

Complaints should be made promptly to the ETHOS office or your guide during the tour to allow resolution. If unresolved, written complaints must be submitted within 14 days of the service date.

9. Travel Insurance

ETHOS strongly recommends that all guests have personal travel insurance and comprehensive health insurance when travelling in Vietnam. Insurance should cover:

• Medical emergencies and evacuation (including air evacuation)

• Trip cancellations or curtailment

• Property loss or damage ETHOS is not liable for consequences, damages, or losses resulting from guests failing to have adequate coverage.

10. Activity Waivers

All adult guests participating in ETHOS motorbike loops or trekking experiences must sign a waiver/disclaimer before commencing the activity. Participation will not be permitted without a signed waiver.