FREQUENTLY ASKED QUESTIONS - GENERAL
Welcome to Viet Challenge Tours! Below are the detailed answers to common inquiries regarding our tours, booking procedures, payment terms, and safety policies.
General & Booking Information
Q: How and when will I receive confirmation for my tour?
Our team will contact you via WhatsApp, Zalo, or Email before 8:00 PM on the day prior to your departure date to confirm pick-up times and operational details. Additionally, your tour guide will call you approximately 10 minutes before pick-up. If you do not hear from us by 8:00 PM, please contact our hotline immediately.
Q: How does weather affect tour operations?
Our tours operate year-round, including during the rainy season (May to December). Short rain showers are common and typically do not impact scheduled activities. In the event of extreme weather conditions or safety hazards, tours will be rescheduled or fully refunded according to our force majeure policy.
Q: What payment methods are accepted?
Online Payment (OnePay Gateway): Direct website bookings or secure custom payment links (sent via WhatsApp/Zalo/Email). Applicable processing fees (3 %–%) apply for international cards (Visa, MasterCard, JCB, American Express). Domestic ATM cards are also accepted.
Cash Payment: Accepted at our head office or via designated staff members confirmed through official channels.
Q: What time does the Full Day tour start and end ?
A: Pick-up time is between 8:00 AM and 8:45 AM. The tour usually finishes between 5:00 PM and 5:30 PM, depending on traffic conditions. Our tour guide will contact you 10 minutes before coming to pick you up.
Q: My hotel is outside the free pick-up area. What are my options?
A: Please provide us with your hotel address after booking. If your hotel is within a 3 km radius of Da Lat Market / Xuan Huong Lake, we will pick you up free of charge. If it is further away, please meet us directly at our office: 38 Tang Bat Ho Street, Da Lat City, Lam Dong Province.
Q: How do cancellations, refunds for OTA Booking ?
A: If you booked through an Online Travel Agency (OTA), please follow our process below:
1. Submit Request: Contact us directly We will work directly with the OTA to process your request.
2. Confirmation Email: You will receive a confirmation email from the booking platform as soon as your request is approved.
3. Refund Processing: Approved refunds will be processed back to your original payment method within 3 to 5 business days.
4.Support: If you have not received your refund after 5 business days, please contact our support team for immediate assistance.
Canyoning trip.
Q: Click here to read more
Trekking & Hiking Tours
Q: What time does the Full Day Trekking tour start and end ?
A: Pick-up time is between 8:00 AM and 8:45 AM. The tour usually finishes between 3:00 PM and 4:30 PM, depending on the group's walking pace and weather conditions.
Q: What should I wear for the trekking tour ?
A: Wear lightweight, breathable outdoor clothing, long pants to protect against brush, and comfortable sports or trekking shoes with good grip. Bring a cap/hat and a light windbreaker jacke.
Q: What should I bring on the trek ?
A: Bring a small backpack, sunscreen, insect repellent, personal medications, a fully charged phone/camera, and optional light snacks.
Q: Is food included during the trek?
A: Yes, a local lunch or picnic meal is included, featuring rice or noodles, fresh vegetables, seasonal fruits, and drinking water.
Q: What transportation is used for the trekking tour?
A: We use air-conditioned cars or vans for group tours. For solo travelers when no group is available, a motorbike with a driver may be provided.
Q: What is the pick-up time for the Cloud Hunt & Sunrise tour?
A: Pick-up is between 4:00 AM and 4:30 AM from your hotel in Da Lat. The tour ends around 7:00 AM to 8:00 AM, dropping you back at your hotel in time for breakfast.
Q: What should I wear and bring for the early morning hike?
A: Wear warm clothing (a warm jacket or sweater and long pants) as mornings in Da Lat are cold. Wear comfortable walking shoes or sneakers. Bring a small backpack and a camera to capture the sunrise
Daily Sightseeing Tours In Dalat.
Q: What time does the Daily Sightseeing tour start and end?
A: Pick-up time is between 8:00 AM and 8:45 AM. The tour finishes between 4:00 PM and 5:00 PM.
Q: What are the fares for children?
Children under 90 cm: Free of charge (sharing a seat with an accompanying adult).
Children from 90 cm to 1.1m: 50% of the adult ticket price.
Children over 1.1m: Full adult ticket price.
Q: What should I wear for daily sightseeing?
A: Wear comfortable clothing suitable for walking and stairs, and sport shoes with good grip (especially for waterfall paths). Carry a light rain jacket during the rainy season (May–December).
Q: What transportation is used?
You will travel in a modern 16-seat air-conditioned vehicle, providing comfort and safety for the full-day adventure.
Q: Is lunch included in Daily Sightseeing tours?
Lunch is not included in the tour price. We will stop at a local restaurant where you can enjoy Da Lat cuisine. You’ll pay for your meal according to your choice.
Q: Is this tour suitable for all ages?
Yes, the Three Waterfalls Tour is family-friendly and can be enjoyed by guests of all ages. However, please note that some waterfall trails may involve stairs and uneven paths.
Payment, Cancellation & Rescheduling Policies
Q: How do pay online or cash ?
A: Online payment
- Direct website payment: Applicable for listed tours. Customers can pay directly through the booking form on our website.
- Payment via link: For tailor-made, multi-day, or group tours, we will send a secure payment link via email, WhatsApp, or Zalo.
- Payment Fees: For online payments made via international cards (Visa, MasterCard, JCB, American Express), a processing fee of 3%–5% may apply depending on the card issuer and payment gateway policy.
- OnePay supports Visa, MasterCard, JCB, and domestic ATM cards issued by Vietnamese banks.
B: Cash Payment:
- At our office: Customers may pay directly at the Viet Challenge Tours office.
- Via authorized personnel: Payment can be made to a staff member designated by us. Details will be confirmed via email, WhatsApp, or Zalo.
- Note: We are not responsible for any payments made to unauthorized persons.
Q: What is the deposit policy for booking tours?
Multi-Day Package Tours: A 60% deposit is required upon booking to confirm services. The remaining 40% is payable upon tour completion.
Daily Tours: A deposit of 50% to 100% is required at booking. Any remaining balance must be settled on the day of the tour.
Q: What is the cancellation policy for Multi-Day Tours?
- ≥ 30 days before departure: 100% full refund.
-10–29 days before departure: 50% cancellation fee.
- < 10 days before departure: 100% cancellation fee (non-refundable).
Q: What is the cancellation policy for Daily Tours?
- ≥ 5 days before departure: 100% full refund.
- 2–4 days before departure: 50% cancellation fee.
- < 2 days before departure: 100% cancellation fee (non-refundable).
Q: Can I reschedule my tour date?
- ≥ 15 days before departure: Free rescheduling (subject to availability).
- 7–14 days before departure: 10% rescheduling fee.
- < 7 days before departure: 30% rescheduling fee.
Q: What happens if a tour is canceled due to Force Majeure?
A: In cases of natural disasters, extreme weather warnings, epidemics, or government restrictions, customers will receive a full refund or can reschedule free of charge.
Adventure Tour Safety & Liability Waiver
Q: What activities are classified as Adventure Tours?
This waiver applies to tours that include one or more of the following:
- Canyoning (waterfall abseiling)
- Trekking on difficult terrain, steep slopes, or unmarked mountain trails
- Stand-up paddle boarding (SUP) or kayaking on rivers/lakes with uneven or moving water
- Rope activities: climbing, ziplining, cliff jumping, or natural slides
- High-speed or off-road experiences (ATVs, luges, zip-trek, etc.)
- Other activities defined as high-risk in accordance with the current Vietnamese Law on Tourism
Q: Are participants required to sign a liability waiver?
A: Yes. All adventure tour participants must read and sign a mandatory Health & Risk Consent Form prior to starting the activity.
- You also affirm that: You have been fully briefed on the nature of the activity, safety guidelines, and equipment use. You agree to strictly comply with all instructions from Viet Challenge Tours guides and staff. You will not engage in behavior that exceeds your personal limits or endangers yourself or others.
A: Release of Liability – Company Exemption :
- Adventure sports are inherently dangerous. There is always an element of risk that cannot be controlled. Viet Challenge Tours adheres to very strict and internationally accepted safety standards. All of our guides are First Aid certified. All of the equipment we use is subjected to strict testing standards that ensure its safety when use correctly. Guides undergo rigorous training in the correct use of the equipment they use on trips.
- Even with all of these precautions, accidents are never 100% unavoidable. It is recommended that all customers on our trips carry international health insurance. If you have heart disease, high blood pressure, or asthma… we do not encourage your challenge. It is not required however, Viet Challenge Tours will not be held responsible for any medical expenses incurred inside or outside of Vietnam as a result of injuries sustained on any of our trips.
- Viet Challenge Tours also cannot be held responsible for the loss, theft, or damage of any personal equipment brought along the trip I have read the above and agree to release Viet Challenge Tours of any liability resulting from injuries while participating in any of the adventure sports organized by this company. I take full responsibility for any injuries. I may sustain and for the medical costs of these injuries, regardless of my decision to carry health insurance or not.
Q: What health restrictions apply to adventure activities?
A: Participants must be in good health. Individuals with heart conditions, high blood pressure, epilepsy, severe asthma, or major joint/musculoskeletal injuries should not participate.
- A: No. Alcohol, drugs, and psychoactive substances are strictly prohibited within 24 hours prior to departure and throughout the tour.
Q: Does Viet Challenge provide insurance?
A: Viet Challenge maintains international-standard safety gear and First Aid certified guides. However, participants are strongly advised to purchase personal travel/adventure insurance covering medical treatment and evacuation.th appropriate footwear, clothing, and mindset suitable for your chosen adventure tour.
Media & Kol Collaboration Policy
Q: Who can apply for the Influencer / KOL Collaboration Program?
A: Travel bloggers, influencers, and content creators on Instagram, TikTok, YouTube, or Facebook with at least 2,000 authentic followers and active engagement.
Q: What benefits do collaborators receive?
30%–100% tour discounts depending on profile reach and engagement.
10%–15% affiliate commission for bookings made via a custom tracking link/code.
Q: What content deliverables are required from collaborators?
A: Collaborators must post at least 1 detailed video or long-form post and a high-quality photo set within 7 days after the tour, tagging @vietchallengetours and referencing the official tour name.
Legal Information Of Viet Challenge Tours
Business Registration Information
A: International Travel Operation License
Q: How can I contact Viet Challenge Tours?
- Office Address: 38 Tang Bat Ho Street, Xuan Huong Ward (Ward 1), Lam Dong Province, Vietnam-
- Phone / Zalo / WhatsApp:+84 915 594 659 (Mr. Chung – Hotline 1) ,+84 777 829 668 (Ms. Thu – Hotline 2), +84 349 226 339 (Hotline 3)
- Email:vietchallengedl@gmail.com, dulichthuthachviet@gmail.com
- Website: Vietchallenge.com . Thuthachviet.com
