FAQs

Roam supports:

1. Direct cash payment at our office
2. Bank transfer
   

📍 Office address: An Ninh Thu Do Apartment, No. 36 Nguyen Hoang Street, My Dinh 2 Ward, Nam Tu Liem District, Hanoi.

• Account Number: 1903 6239 568 012
• Account Holder: NGUYEN VAN DUONG
• Bank: Techcombank (TCB)
  

When making a transfer, please enter the note strictly in the format:
“Customer Name _ chuyen khoan”
(e.g. Nguyen Van Anh chuyen khoan).

Roam requires NOT adding any other content. If customers add extra text, Roam reserves the right to return the payment for correction, or apply an additional 10% VAT charge if the customer still wishes to proceed.

After transferring, please send us the payment slip screenshot as confirmation.

Customers must deposit 50% of the tour price (by cash or transfer). The remaining 50% must be paid no later than 1 day before departure.

Within 24 hours after receiving your deposit, Roam will send an email confirmation including: itinerary, price, payment details, service & equipment list, as well as preparation materials for trekking (if applicable).

To speed up confirmation, please provide: full name, phone number, email, and a photo of your ID card/passport.

• For regular tours: free switch if notified 15 days before departure.
• For holiday/festival tours: free switch if notified 25 days before departure.
  

• Regular tours:
  • Cancel 7–10 days before departure: 100% deposit credited, valid for 90 days.
  • Cancel 2–7 days before departure: 60% deposit credited, valid for 90 days.
  • After that: no credit/refund available.

• Holiday/Festival tours:
  • Cancel 10–12 days before departure: 100% deposit credited, valid for 90 days.
  • Cancel 5–7 days before departure: 60% deposit credited, valid for 90 days.
  • After that: no credit/refund available.

• Primarily, Roam applies a credit system as stated above, valid for 90 days for future tours.
• ⚠️ Please note: All booking confirmations and cancellations must be conducted via Email. Other forms of confirmation are not accepted.

• For tours requiring a minimum group size (e.g. Da Giang Exploration requires 6 Roamers), if the minimum is not reached, Roam will notify you at least 2 days before departure. Customers may choose to reschedule or receive a refund of their deposit.
• In cases of extreme weather or force majeure, activities may be adjusted; Roam will notify you promptly.

For the Da Giang 2-Day Exploration, participants must be 4 years old and above.

• Children 3–7 years old: special pricing applies (see below).
• Children 8+ must know how to cycle confidently to join biking activities (or they may stay at the homestay on Day 2).

• Children 3–7 years old: 50% of tour price; have their own bus seat, 50% meal portion, share bed with parents. One adult can apply this policy for one child only; the second child is charged full price. Parents must take primary care, Roam provides partial support during the trip.
• Children 8+ years old: charged as adults.

Our guides carry basic first-aid kits. All tours include travel insurance with compensation up to 20,000,000 VND per case (exact details vary by program). Customers with specific conditions should inform Roam when booking.

Outdoor, trekking, and cycling tours require good health. Customers with chronic conditions, severe allergies, or pregnancy must notify Roam for consultation. In some cases, Roam may require a medical certificate or advise against participation for safety reasons.

• Roam provides (per 2-day program): hiking poles, 10L backpack, sun hat, flashlight, gloves, mountain bike (if applicable), and basic medical kit.
• Guests should bring: personal medication, toiletries, weather-appropriate clothing, trekking/athletic shoes, windbreaker, power bank, and valid ID/passport.
• Water: 1L per person per day is included.

The tour price does not include VAT, guide/driver tips, non-standard drinks, additional services, souvenirs, or personal expenses. Please prepare cash for incidental costs.

Airline luggage policies apply (check-in, carry-on, weight limits). Any excess baggage fees are the customer’s responsibility.

Each tour has scheduled departure dates. Some tours (e.g. Da Giang Exploration) require a minimum of 6 Roamers. If this number is not reached, Roam will notify you at least 2 days before departure. Guests may reschedule or receive a deposit refund.

Outdoor activities depend on weather conditions. If the weather is unsafe, Roam may adjust or shorten activities to ensure safety, with alternatives communicated in advance.

Guests must arrive on time as scheduled. Late arrivals must arrange their own transportation to the next meeting point (Roam cannot guarantee separate pick-ups).

All booking confirmations, cancellations, and complaints must be sent via Email: [email protected]. Other confirmation methods are not accepted. Customers may also contact our hotline or fanpage for quick support.

• 📧 Email: [email protected]
• ☎ Hotline: +84 865 689 601
• 🌐 Fanpage: Roam Travel – Adventure & Experience
• 🔗 Website: roamtravel.vn