Cancellation Policy

1.Payment
After booking, Moc Nam’s Customer Service team will contact you via email, message, or phone call with a booking confirmation. Within 1 business day, you will receive confirmation details via email/Zalo/WhatsApp, along with a request to complete full payment (100% of the service fee). Payment can be made through: OnePay online payment gateway via Credit or debit cards (Visa, MasterCard, etc.), E-wallets, Bank transfer or QR code.

Please check your invoice and payment link carefully to ensure all services and prices are correct. Payment must be completed within 24 hours of receiving confirmation.

2.Cancellation Policy

2.1. Fullday Tours
For fullday tours, Moc Nam Adventure accepts cancellations on the departure date if notified via written confirmation/message/phone call at least 2 hours prior to departure (before 6:30 AM) with no extra charge. Guests may reschedule to another date (subject to availability and chosen schedule).

Rescheduling is not accepted if notice is given less than 1 hour prior to departure (after 7:30 AM). Guests may transfer their booking to another participant at no additional cost, provided the replacement meets the physical requirements of the itinerary.

Cancellations made less than 1 hour before departure (after 7:30 AM) will incur a penalty fee of 300,000 VND per guest.

2.2 2-Day 1-Night Tours
For 2-day 1-night tours, Moc Nam Adventure accepts cancellations on the departure date if notified via written confirmation/message/phone call at least 24 hours prior to departure (before 6:30 AM) with no extra charge. Guests may reschedule to another date (subject to availability and chosen schedule).

Rescheduling is not accepted if notice is given less than 24 hours prior to departure (after 7:30 AM). Guests may transfer their booking to another participant at no additional cost, provided the replacement meets the physical requirements of the itinerary.

Cancellations made less than 24 hours before departure (after 7:30 AM) will incur a penalty fee of 1,000,000 VND per guest.

 2.3 Midway Cancellation
If a guest has to leave the tour mid-way, no refund or compensation will be provided under any circumstances. Moc Nam guides reserve the right to decide if a guest must stop the tour for their own safety. Any costs incurred to return the guest to Phong Nha will be borne by the guest and are not included in the tour price.
2.4 Cancellation due to force majeure events
In cases of force majeure (natural disasters, epidemics, social events, or circumstances beyond Moc Nam’s control), we will notify guests as soon as possible and suspend services. Deposits will not be refunded, but will be credited and valid for 1 year from the booking date.
 
3.Compensation
 By joining Moc Nam tours, guests acknowledge that Abandoned Valley is a remote area with difficult terrain, limited communication, and potential emergency risks (e.g., sudden weather changes). Moc Nam reserves the right to adjust itineraries or cancel tours unilaterally to ensure guest safety. In such cases, guests may not request compensation from Moc Nam. Compensation, if applicable, will be processed through the insurance company providing travel coverage arranged by Moc Nam.
4.Minimum Group Size
The 2-day 1-night tour requires a minimum of 2 guests to depart. If this requirement is not met, Moc Nam reserves the right to reschedule the departure to a later date
 
5.Age Requirements

  • Not accepted: Guests over 70 years old.

  • Fullday tours: Children 5 years and older, in good health, may join the Hang E exploration tour.

  • 2-day 1-night tours: Children 8 years and older, in good health, may join the Dark Cave exit entrance, E cave and Golden Cave exploration tour.

6.Physical Requirements

All participants must be in good health and physical condition before joining Moc Nam adventure tours. Guests must provide accurate health and fitness information in the “Booking” form.
 
7.Personal Data Protection
Moc Nam respects your privacy and only collects the personal information necessary to organize your trip. We are committed to safeguarding your data and will only share it with third parties (e.g., local authorities) when required. By providing your information, you consent to Moc Nam using it to fulfill service agreements related to your tour.