Complaint Resolution Policy

If something on your tour is not right, we want to hear about it, ideally while we can still fix it. This policy explains how to tell Freedom Ha Giang Loop ("Freedom", "we") about a problem, how quickly we respond, and how a complaint is resolved.

I. Who this applies to

This policy applies to every guest who books a tour or a service with Freedom, whether through freedomhagiangloop.com, on WhatsApp, by email or in person at our base in Ha Giang city.

II. Our principles

• Every complaint is acknowledged and handled promptly, fairly and openly.
• We listen first, then check the facts with the guide, the homestay or the partner involved before we reply.
• Your personal information stays confidential throughout. We do not discuss your complaint with anyone who does not need to be involved.
• We always try to settle things by talking and agreeing before any other route is used.
• Complaining never affects how you are treated on a tour with us.

III. How to complain

1. On the road: tell your guide first

Most problems (a bike that does not feel right, a meal, a room, the pace of the group) can be fixed the same day. Speak to your guide as soon as it happens. Guides can rearrange things on the spot and can reach us at any time. If you would rather not go through the guide, or the guide is the problem, message us directly on WhatsApp while you are on the tour.

2. After the tour: send it to us within 30 days

You can lodge a formal complaint up to 30 days after the end of your tour, by any of these routes:

• WhatsApp: +84 973 910 970 (7am to 10pm, Vietnam time)
• Email: hello@freedomhagiangloop.com
• In person: Freedom Ha Giang Loop, 297 Ly Thuong Kiet Street, Ha Giang City, Tuyen Quang Province, Vietnam

So that we can look into it properly, please include:

• your full name and the WhatsApp number or email address you booked with;
• your booking code, the tour and riding option, and the start date;
• what happened, when, and who was involved;
• what you would like us to do about it;
• any supporting material: photos, videos, receipts, messages.

IV. What happens next

1. Within 24 hours of receiving your complaint we confirm that we have it and tell you who is handling it.
2. Within 5 working days we investigate. We talk to the guide, driver, homestay or partner involved, check the booking and any evidence, and come back to you with our findings and a proposed solution.
3. Complicated cases, for example those involving an insurer or a third party, may take longer, but never more than 30 days from the day we received the complaint. We keep you updated in the meantime.
4. The outcome is sent to you in writing, on WhatsApp or by email.

V. How complaints are resolved

• If your complaint is justified, you are entitled to a remedy. Depending on what went wrong, that may be putting the service right, a partial refund for the part of the tour that was not delivered, a credit for a future tour, or compensation in line with our Service Policy and Terms of Use. Amounts are calculated on what you paid, in VND, and refunds are paid by bank transfer or by the method you paid with.
• If the problem was caused on your side, for example wrong booking details, a missed bus, a change of plan, a lost item or a breach of the safety rules, we still help. We explain your options, advise you and do what we reasonably can to limit the impact on your trip, but no compensation is due.
• In every case we deal with you directly and in good faith to find a fair outcome that balances both sides' interests.
• If we cannot agree, the dispute is settled under Vietnamese law at the Vietnam International Arbitration Centre (VIAC). Formal claims must be made in writing within 30 days of the end of your tour.

VI. Feedback that is not a complaint

Suggestions, praise for a guide or a homestay, or ideas to make the Loop better are always welcome on WhatsApp, by email or as a review on this site. We read everything and pass it on to the people concerned.