Terms and Conditions

The Website is intended for users 18 years of age or older. By accessing and/or using the Website, you represent and warrant that you: (1) Are 18 years of age or older; (2) Are of legal age to use the Website; and (3) Are of legal age to enter into a binding contract in connection with these Terms and Conditions.

Simple actions you can take to support the people, nature, and culture of Tuyen Quang.

At Panhou Retreat, we believe that travel should be a force for good. By staying with us, you are already helping protect the forests, rivers, and traditions of Northern Vietnam. Here are a few ways you can make your visit even more meaningful.

1. Before you travel

• Choose consciously: Book with operators and transport providers who care about sustainability.
•  Learn before you go: A few words and greetings in Vietnamese, or local customs will enrich your experience.
•  Travel light: Less weight = lower fuel use and emissions. Bring reusable bottles, bags, and straws.
•  Eco-friendly care: Please avoid sunscreens or cosmetics with harmful chemicals. Herbal or mineral-based options are safer for people and nature.

2. During your stay at Panhou

•     Energy & water: Help us reach our goal of 20% reduction by 2030. Switch off lights and air conditioners when leaving the room, take shorter showers, and reuse towels.
• Waste: Use the recycling bins provided and join us in reducing single-use plastics. Organic waste from the kitchen helps nourish our gardens.
• Food choices: Enjoy our herbal cuisine and local vegetables — healthier for you, better for the planet, and supporting local farmers. Order only what you will finish to avoid waste.
• Temperature: Ha Giang nights are cool — try natural ventilation instead of air-conditioning when possible.

3. Supporting Local Communities

• Shop and eat local: Buy crafts directly from village artisans, choose local produce, and support small family-run businesses.
• Respect traditions: Always ask before taking photos, especially of people or cultural ceremonies.
• Give responsibly: Instead of giving gifts directly to children, support schools or community projects through “Panhou Sustainable Development Fund”
• Cultural sharing: Join our Dao herbal bath and guided walks — experiences offered with respect and authenticity.

4. Protecting Nature & Wildlife

• Stay on paths when hiking in the forest to protect fragile plants.
• Leave no trace: Take only photos, leave only footprints. Do not pick plants, herbs, or stones from natural areas.
• Wildlife care: Avoid attractions where wild animals are kept in captivity or forced to perform. If you see mistreated animals, ask our team how best to respond.

5. Safeguarding People

• Child protection: We have zero tolerance for exploitation. If you ever suspect abuse, please inform our staff immediately so we can report it to local authorities. You can also report it directly to Vietnam’s National Hotline for Child Protection at 111.
• Fairness: Treat staff and community members with the same respect they extend to you.

6. Give Back

If you’ve enjoyed your time here, consider supporting our local projects from reforestation to school support. Ask our team how you can contribute.

Thank you for helping us make every journey a positive one — for people, planet, and culture.

📧 [email protected] | 🌐 www.panhouretreat.com

Panhou Retreat reserves the right to modify these Terms and Conditions at any time without prior notice to you, except where notice is required by law or specific changes.

By continuing to use the Website after any modifications, you are deemed to have accepted those changes.

Except where explicitly stated otherwise in these Terms and Conditions, all content on the Website is the property of Panhou Retreat, referenced third parties, or is used under license and/or permission granted to Panhou Retreat. This includes, but is not limited to, trademarks, logos, trade names, text, data, documents, messages, images, videos, audio, graphics, links, and other electronic files (collectively referred to as “Website Content”).

No license or right to use any of the Website Content is granted to you under any circumstances.

Online room and service reservations are available through the Website. For information on how we collect and use your personal data, as well as your rights under applicable laws regarding that information, please refer to our Privacy Policy available  HERE.

Online bookings are processed through a third-party provider, specifically the Hotel Link Booking Engine. When making a reservation, you will be redirected from our Website to a platform managed by Hotel Link. By booking through the Hotel Link platform, you are bound by Hotel Link’s Terms of Use and any additional terms relating to room rates, service fees, taxes, deposits, and policies on cancellations, check-in, payments, and children.

You are responsible for maintaining the confidentiality of your account credentials used to access booking or service pages, such as spa or accommodation reservations, and you agree to notify Panhou Retreat immediately if your access information is lost, stolen, or compromised. You are fully responsible for all activities that occur under your account.

You agree to make only legitimate reservations for yourself and your guests, and not for any other purposes, including but not limited to resale, transfer, posting on third-party websites, or making speculative, false, or fraudulent bookings.

The Website may contain links to external or third-party websites, including those of third-party advertisers, which are not controlled by or affiliated with Panhou Retreat. The inclusion of such links does not imply that Panhou Retreat endorses, guarantees, recommends, or approves the linked websites, their content, or any products and/or services offered on those sites. The links are provided solely for convenience and do not suggest any association with Panhou Retreat.

If you click on these links, you will leave the Website. Accessing linked websites means you are subject to their own terms of use and policies. You access these websites at your own risk and should review their policies carefully before use.

You are solely responsible for your use of the Website. Panhou Retreat makes no express or implied representations or warranties regarding the Website or any services provided through it. Panhou Retreat disclaims all warranties of any kind, whether express, implied, statutory, incidental, or otherwise.

Panhou Retreat does not warrant that the functions or content of the Website will be error-free, free of viruses, or free from other harmful components. Panhou Retreat shall not be liable for any damage to your computer or system caused by third parties. The Website, including any goods or services offered through it, is provided on an “as is” and “as available” basis.

In no event shall Panhou Retreat, its employees, directors, or affiliates be held liable for any damages of any kind, including but not limited to direct, indirect, consequential, incidental, exemplary, punitive, actual, or other damages, such as loss of revenue or income, emotional distress, or similar harm, even if Panhou Retreat has been advised of the possibility of such claims or consequences arising in connection with your use of the Website.

In all cases, the total liability of Panhou Retreat, its employees, directors, or related third parties shall not exceed 2,000,000 VND or the amount you have paid to Panhou Retreat for the applicable goods or services, whichever is greater. If any limitation contained herein is found to be inconsistent with applicable law (including the exclusion of consequential or incidental damages), the liability of Panhou Retreat shall be limited to the fullest extent permitted by law.

The use of the Website is governed by our Privacy Policy, which is incorporated by reference into these Terms and Conditions. Unless otherwise restricted by our Privacy Policy or applicable law, all communications you make with Panhou Retreat, such as by phone or email via the “Contact Us” link, including but not limited to feedback, questions, comments, suggestions, and similar submissions, are subject to the following terms: (1) you have no right to confidentiality regarding your communications; (2) we are under no obligation to protect your communications from disclosure and are free to copy, disclose, and distribute your information to others; and (3) we are free to use any ideas, concepts, know-how, content, or techniques contained in your communications for any purpose, including but not limited to developing, producing, and marketing products and services that incorporate such information.

Panhou Retreat reserves the right to disable the Website, your account, or your access to the Website at any time without prior notice or reason. This action does not affect any reservations you have made through the Website. You agree that Panhou Retreat shall not be liable to you or any third party for such actions.

If any provision of these Terms and Conditions is found by a court of competent jurisdiction to be invalid or unenforceable, that provision shall not affect the validity or enforceability of the remaining provisions, which shall remain in full force and effect. The invalidity of any provision shall be limited to the jurisdiction where it is deemed invalid.

The failure of Panhou Retreat to enforce any part of these Terms and Conditions shall not constitute a waiver of that provision.

Any provisions relating to survival, ownership rights, disclaimers, your representations, indemnifications, and limitations of liability shall remain in effect after the termination of these Terms and Conditions.

Nothing in these Terms and Conditions shall create any joint venture, agency, or other relationship between you and Panhou Retreat beyond that of contracting parties.

Panhou Retreat assumes no legal responsibility or liability for your use of the Internet or the Website, including, but not limited to, any damage your computer or related systems may suffer while accessing the Website.

Panhou Retreat shall not be held liable for failure to perform any obligation under these Terms and Conditions if such failure results from causes beyond its reasonable control.

If you wish to contact Panhou Retreat for further clarification regarding these Terms and Conditions, please use the following contact details:

Panhou Retreat Team

Email: [email protected]

Telephone: +84-966-615-050

All products and services transacted on the website Panhouretreat.com are in the form of electronic vouchers delivered to the buyer via the email address provided when making a transaction on the website.

The buyer is responsible for providing accurate contact information and email addresses to receive service confirmations/tickets from Panhouretreat.com. We are not responsible for any issues arising from the buyer providing incorrect contact details or email addresses, leading to failure to receive service confirmations or important updates related to purchased services.

Other delivery methods (if any) will be negotiated and agreed upon between Panhouretreat.com and the buyer as needed. Any additional costs incurred (if any) will be discussed and confirmed in writing, by message, or by email.

If customers have any questions or concerns about the shipping policy or their orders, please contact our customer service department at +84-966-615-050. We are happy to assist you.

We hope our delivery policy helps customers enjoy a convenient and seamless online shopping experience.

These terms and conditions apply to accommodation bookings provided by us as a service provider. By making a payment, you agree to these terms and conditions.

1. Pricing

All prices displayed for products are quoted in Vietnamese Dong (VND).

We reserve the right to adjust prices in case of changes from suppliers or partners.

If the cost of any service increases due to exchange rate fluctuations, price hikes, tax changes, or any other reasons, the buyer must pay the additional amount upon our notification, or the buyer may cancel the booking (which may incur cancellation fees). We are not liable for any form of price increases.

Quoted prices apply to specific products at the time of quotation and may change before the departure date/service date.

All prices depend on availability and may be withdrawn or changed without prior notice.

2. Payment Methods

Panhouretreat.com integrates payment gateways, allowing customers to pay via: Visa, MasterCard, JCB, Amex, UnionPay, domestic debit cards (ATM), and QR codes (mobile banking or e-wallets).

3. Payment Security Commitment

The online payment system on Panhouretreat.com is provided by a legally licensed payment gateway partner in Vietnam. Accordingly, online payment security standards on our website comply with industry security standards.

4. Payment Security Regulations

Panhouretreat.com cooperates with Onepay payment gateway. The Onepay system complies with PCI Security Standards Council requirements to ensure data security.

Customer financial information is protected throughout the transaction process via SSL (Secure Sockets Layer) protocol.

A One-Time Password (OTP) sent via SMS ensures account access authentication.

MD5 128-bit encryption standard is used.

Security principles and financial regulations comply with the State Bank of Vietnam’s standards.

Transaction Security Policy:

Panhouretreat.com uses a token storage mechanism, keeping only encrypted strings provided by the payment gateway partner. The website does not directly store customers’ card information. Card data protection is handled by the licensed payment gateway partner.

• For international cards: payment card information capable of initiating transactions is not stored on Panhouretreat.com’s system; it is securely stored by the payment gateway partner.
• For domestic cards (internet banking): we only store the order code, transaction code, and bank name.

We are committed to strictly implementing necessary security measures for all payment activities conducted on Panhouretreat.com.

Our team is always ready to assist and address any customer inquiries to ensure a smooth and secure shopping and payment experience.

1. Room Change / Date Change Policy

If you wish to change the check-in or check-out date, please contact our Reservation Department for assistance.

Note:
We reserve the right to modify or cancel this policy without prior notice.
We are not responsible for any indirect, incidental, or consequential damages or for events of force majeure (natural disasters, wars, etc.).

2. Refund Policy

Applies to customers who have made full payment for room bookings, subject to specific timing and conditions.

Refunds will be reviewed based on objective circumstances and handled on a case-by-case basis, with different refund rates. Our staff will notify you officially via email.

Refund processing time depends on the issuing bank.

Refunds will be made to the bank account provided by the customer or the payment card used for booking.

Any transaction fees arising from refunds will be borne by the customer.

3. Support Contact

For room cancellation, modification, or date changes, please contact us:

PANHOU TRAVEL & TRADING CO., LTD
Address: Giang Village, Thong Nguyen Commune, Hoang Su Phi, Tuyen Quang, Vietnam
Hotline: +84-966-615-050
Email: [email protected]