This General Policies and Regulations document establishes the legal terms, e-commerce operating regulations, and conditions for the provision of travel and tour services between REW REW TRAVEL COMPANY LIMITED and our valued customers when accessing, browsing information, or entering into service agreements through our system.
This document has been developed in compliance with the provisions of the Law on Tourism 2017, the Law on Protection of Consumers’ Rights, Decree No. 52/2013/ND-CP, Decree No. 85/2021/ND-CP on E-commerce, and Decree No. 13/2023/ND-CP on Personal Data Protection.
Legal Information of the Website Operator
The website https://rewrew.vn/ is legally owned, managed, and operated by:
Business Name: REW REW TRAVEL COMPANY LIMITED (International Trading Name: Rew Rew Adventures Company Limited)
Tax Identification Number: 5801515289, issued by the Department of Planning and Investment of Lam Dong Province
International Tour Operator License: No. 68-0050/2024/CDLQGVN-GP LHQT, issued by the Vietnam National Authority of Tourism
Head Office Address: C32, Hoang Van Thu Planning Area, Ward 4, Da Lat City, Lam Dong Province, Vietnam
24/7 Support Hotline / WhatsApp: (+84) 387 374 373 or (+84) 918 002 917
Official Email: booking@rewrew.vn
Official Website: https://rewrew.vn/
Scope and Applicability
This policy applies to all activities involving website access, information searches, booking requests, and the conclusion of service agreements for Easy Rider motorcycle tours, private car tours, and related travel services provided by Rew Rew Adventures.
When customers submit a tour booking form or make a deposit payment, they are deemed to have carefully read, understood, and unconditionally agreed to all terms and conditions set forth in this document, together with the related supplementary policies.
The supplementary policies include the Privacy Policy, Payment Policy, and Tour Cancellation and Refund Policy. All these documents collectively form an integrated set of terms governing the rights and obligations of both parties.
Website Usage Regulations and Intellectual Property Rights
Permitted Use: Customers may use the website solely to view service information, explore tour itineraries, and submit lawful booking requests.
Prohibited Activities: The use of automated tools, spyware, data-scraping bots, or any technical interference that disrupts, overloads, or damages our website or server infrastructure is strictly prohibited.
Brand Copyright: The Rew Rew Adventures brand name, logo, slogans, actual tour photographs, videos, interface designs, source code, and article content are the exclusive intellectual property of REW REW TRAVEL COMPANY LIMITED.
Use of Materials: Copying, redistributing, or using any images or content from the website for commercial purposes without our prior written authorization is strictly prohibited.
Service Booking Process Under the Book Now, Pay Later Model
Step 1: Select a Tour and Submit an Online Booking Request
Customers visit https://rewrew.vn/, select a suitable tour route, choose their preferred departure date, specify the number of participants, and provide complete contact information (full name, email address, and phone number / WhatsApp) in the booking form. This form does not require credit card details and does not automatically charge any payment.
Step 2: Receive and Confirm Booking Information
Within 24 hours of receiving the request, the operations team at Rew Rew Adventures will contact you directly via WhatsApp (+84 387 374 373) or email (booking@rewrew.vn) to confirm the detailed itinerary, advise on pickup locations, and address any personalized requests.
Step 3: Pay a 30% Deposit to Secure Your Booking
To secure the itinerary and ensure proper preparation of vehicles, tour guides, and accommodation, customers must pay a deposit equivalent to 30% of the total tour price through a secure online payment gateway (international credit/debit cards or PayPal), following the company’s instructions.
Step 4: Receive the Official Service Confirmation
After receiving the deposit, Rew Rew Adventures will issue and send an official service confirmation (Booking Confirmation / Travel Voucher), which serves as an electronic travel service agreement and specifies the itinerary, tour inclusions, and remaining balance payable.
Step 5: Depart and Pay the Remaining 70%
On the departure date, customers meet their tour guide and driver at the agreed departure point and complete payment of the remaining 70% of the total tour price before the journey begins.
Tour Prices, Display Currency, and VAT Regulations
Official Display Currency: All prices displayed on https://rewrew.vn/ are quoted in US dollars ($).
Value Added Tax (VAT): All tour prices displayed on the website exclude value-added tax (VAT). Individual customers or organizations requiring a VAT invoice must notify us at the time of booking. An additional 10% VAT will be charged in accordance with Vietnamese tax regulations.
Included Costs: Transportation (motorcycles with all fuel costs covered, or private air-conditioned cars), professional and experienced tour guides who also serve as drivers where applicable, safety-standard helmets, raincoats and waterproof luggage covers, entrance tickets to all attractions specified in the itinerary, and homestay/hotel accommodation for multi-day tours.
Personal Expenses: Customers are responsible for their own meals and personal beverages throughout the journey. Lunch at local restaurants typically costs approximately VND 70,000–150,000 per meal.
Tips: Tipping tour guides or drivers is entirely optional and voluntary, depending on each customer’s level of satisfaction.
No Hidden Fees Guarantee: Rew Rew Adventures guarantees that our tours have no hidden fees or unexpected surcharges beyond the costs and conditions explicitly agreed upon.
Payment Methods and Transaction Security
Rew Rew Adventures offers secure and convenient payment methods to accommodate both domestic and international travelers:
International Credit and Debit Cards: We accept Visa, MasterCard, and American Express through a secure payment gateway.
PayPal Account: We accept global online payments through verified PayPal accounts.
Cash or Bank Transfer: The remaining 70% balance may be paid in cash or by direct bank transfer when meeting the tour guide at the departure point.
Transaction Security: All data transmitted through the website is encrypted using internationally recognized 256-bit SSL/TLS security protocols. We do not unlawfully store customers’ card numbers or CVV security codes on our internal servers.
Tour Cancellation, Itinerary Changes, and Refund Policy
Our tour cancellation and deposit refund policy is designed to ensure transparency and fairness for both parties.
Cancellations More Than 72 Hours Before Departure: Customers will receive a 100% refund (Full Refund) of the deposit paid if the cancellation notice is submitted at least 72 hours before the official departure time, in accordance with the policy published on our FAQs page.
Cancellations Within 72 Hours of Departure: For cancellation requests submitted less than 72 hours before departure, a partial refund may be considered and applied based on actual costs already paid to local partners, such as accommodation bookings and attraction tickets.
Cancellations Due to Severe Weather or Force Majeure Safety Concerns: If a trip cannot proceed due to extreme weather conditions, such as severe storms, dangerous mountain-pass landslides, or flooding, or other safety-related force majeure events covered by local government warnings, we offer the following two options:
- 100% Refund: Travelers receive a full refund of all payments made.
- Free Rescheduling: We will assist travelers in rescheduling their departure to another date at no additional charge when weather conditions become favorable.
Refund Processing Time: Once a valid cancellation request has been confirmed, Rew Rew Adventures will initiate the refund. The actual time required for the refunded amount to be credited to the customer’s account or card depends on the processing procedures and policies of the issuing bank or payment gateway and typically takes 3–5 days.
Specific Safety Standards for Outdoor and Easy Rider Motorcycle Tours
Motorcycle travel through the mountainous roads of Vietnam’s Central Highlands offers unique experiences but requires strict safety standards.
Transportation Arrangements: Travelers ride as passengers behind experienced local tour guides who have been trained to handle situations on steep mountain roads and are familiar with dangerous bends and curves.
Mandatory Protective Equipment: All passengers traveling by motorcycle must wear a safety-standard helmet provided by the company throughout the journey. Customers are also provided with raincoats and specialized waterproof luggage covers.
Self-Ride Motorcycle Tours: Travelers who wish to ride their own motorcycles must contact us in advance to confirm availability and select a suitable motorcycle. Riders must also hold a valid International Driving Permit (IDP) and have practical experience riding manual or semi-automatic motorcycles.
Luggage Requirements: Customers should bring compact luggage that can be securely fastened to the rear of the motorcycle. For tours that start and end at different locations, larger luggage items may be carefully packed and transported safely by vehicle.
Health Requirements for Participation
General Physical Fitness: Travelers joining motorcycle tours should be in generally good health, able to sit on a motorcycle for extended periods, and comfortable participating in outdoor exploration activities.
Disclosure of Medical Conditions: Travelers with a history of serious cardiovascular disease, high blood pressure, spinal injuries, epilepsy, or conditions that limit mobility must proactively inform us when booking. This allows us to recommend a safe itinerary or arrange an alternative private car tour.
Respect for Local Communities and Environmental Protection
Our journeys pass through numerous ethnic minority villages in Lam Dong, Dak Lak, and remote rural areas.
Cultural Etiquette: Travelers must follow the tour leader’s guidance when visiting communal houses, traditional longhouses, and other culturally significant sites. They must not touch sacred objects without permission or engage in behavior that disrespects the beliefs, traditions, or customs of local communities.
Environmental Protection: Travelers must strictly observe environmental protection principles and refrain from littering along mountain passes, pine forests, streams, waterfalls, and within national parks.
Photography: Travelers should maintain a friendly attitude and ask for permission or respect the privacy of local residents when taking photographs, particularly of elderly people and children.
Tour Guide Authority and Road Safety
The lead tour guide of Rew Rew Adventures has full authority to modify the itinerary, switch to a safer alternative route, shorten the day’s journey, or temporarily suspend the trip at a safe stopping point if weather conditions, such as severe thunderstorms or the risk of landslides on mountain passes, may threaten the lives of passengers or the safety of vehicles.
All tour participants are responsible for respecting and complying with the tour guide’s decisions to ensure the safety of every passenger.
Travel Insurance and Limitation of Liability
Recommendation for International Travel Insurance: We recommend that all international travelers visiting Vietnam obtain comprehensive personal travel insurance that covers emergency medical expenses and motorcycle travel activities.
Company Responsibilities: Rew Rew Adventures is responsible for providing regularly maintained vehicles, appropriately licensed tour guides, and services delivered with the highest standards of professional care.
Limitation of Liability: We shall not be liable for compensation for losses, delays, or damages arising from force majeure events beyond our reasonable control, subject to applicable law.
Obligations of the Tour Operator
Pursuant to Article 32 of Decree No. 52/2013/ND-CP, Article 1 of Decree No. 85/2021/ND-CP, and the Law on Tourism 2017, REW REW TRAVEL COMPANY LIMITED has the following legal obligations:
- Provide travel services that meet the agreed quality standards, use the promised transportation, and follow the tour program committed to customers.
- Assign tour guides who hold valid professional credentials, possess safe riding skills where applicable, and demonstrate professional, courteous, and honest service.
- Provide adequate safety equipment, including quality helmets, raincoats, and waterproof luggage covers.
- Provide timely assistance to travelers in the event of accidents, illness, or incidents occurring during the journey.
- Protect customers’ personal data in accordance with applicable laws and the published Privacy Policy.
- Coordinate the prompt and fair handling of all customer complaints concerning service quality.
Customer Obligations
In accordance with applicable laws and the specific nature of outdoor tourism activities, travelers have the following obligations:
- Provide complete and accurate personal and contact information when registering for a tour.
- Pay the 30% deposit on time and settle the remaining 70% before the tour departs.
- Strictly comply with traffic safety rules and the tour leader’s instructions throughout the journey.
- Take personal responsibility for safeguarding valuable belongings, including phones, cameras, passports, and money, throughout the trip.
- Respect local customs, village culture, and the environment at all destinations.
- Promptly inform the tour guide if they experience fatigue, motion sickness, or any unusual health symptoms.
Complaint Submission and Resolution Procedure
We value all traveler feedback and continuously strive to improve our service quality.
On-Site Resolution: If you are dissatisfied with any aspect of the tour, including transportation, accommodation, or the tour guide’s conduct, please notify the accompanying tour guide immediately or contact us via our hotline/WhatsApp at (+84) 387 374 373. Most issues can be addressed promptly on-site.
Formal Written Complaints: If an issue has not been satisfactorily resolved during the tour, customers may submit a formal complaint by emailing booking@rewrew.vn within seven working days of the tour’s completion.
Resolution Timeline: Rew Rew Adventures commits to investigating the complaint and providing a written response regarding the resolution within 3–5 working days.
Governing Law and Dispute Resolution
Any disputes or disagreements arising from or relating to service bookings or tour operations shall first be addressed through negotiation and mediation, with both parties seeking a mutually acceptable resolution while respecting consumer rights.
Policy Amendments and Enforcement
Rew Rew Adventures reserves the right to revise, update, or supplement this General Policies and Regulations document at any time to reflect actual operating conditions and the latest applicable legal requirements.
Any amendments shall take effect when published publicly on https://rewrew.vn/. Customers who continue to use the website or services after the amendments have been published shall be deemed to have accepted the revised provisions, subject to applicable law.