Privacy Policy

Privacy Policy & Website Security

I. PRIVACY POLICY

Purpose and Scope of Information Collection

The information collected through our website primarily includes your full name, email address, telephone number, and mailing address. These details are required when registering to use our services or making a reservation in order to:

Process bookings and provide requested services or products.
Confirm reservations and communicate regarding transactions.
Resolve technical issues or complaints arising during the use of our services.

Use of Personal Information

The website uses customers’ personal information to:

Provide services to customers.
Send notifications about information exchange between customers and the administration.
Prevent activities that disrupt user accounts or fraudulent activities.
Contact and resolve complaints with customers in special cases.

We will not use customers’ personal information for any purpose other than verification and contact related to transactions on the website.

Data Retention

Your personal information will be securely stored on our system until you request its deletion or delete it through your online account. In all other cases, personal data will be securely maintained on our internal servers in accordance with applicable data protection practices.

Parties Authorized to Access Personal Information

Your personal information may only be accessed by:

The website administration team and the Customer Service and Sales departments of Son Thang Trading & Service Co., Ltd.
Shipping or delivery partners (limited to your name, telephone number, and delivery address where applicable).
Competent government authorities where disclosure is required by applicable law.

Information Controller

Company Name: Son Thang Trading & Service Co., Ltd.
Registered Address: Xuan Son Farmstay Resort combined with Farm, Na Residential Group, Phong Nha Commune, Quang Tri Province, Vietnam
Telephone: +84 2323 611 199
Email: hello@aukoways.com

Accessing and Updating Personal Information

Customers may review, update, amend, or request deletion of their personal information by logging into their website account or by contacting our administration team via Hotline or Email.
Customers may also submit complaints regarding any unauthorized disclosure of personal information to third parties.
Upon receipt of such requests, we will verify the information, investigate the matter, explain the outcome, and provide appropriate guidance to restore and secure your personal information.

Complaints Regarding Misuse of Personal Information

Should you believe your personal information has been used improperly or beyond the stated scope, you may submit a complaint by email to hello@aukoways.com or contact our Hotline at +84 2323 611 199, together with any supporting information or evidence.
We are committed to responding immediately where possible, and no later than 72 working hours (excluding weekends and public holidays), to work with you toward an appropriate resolution.

II. PRICING POLICY

Payment Currency and Listed Prices

All prices listed for the experience programs (The Open Way, The Still Way, The Wild Way) and accompanying services on the aukoways.com website are quoted in Vietnamese Dong (VND).
Prices listed on the website are inclusive of Value Added Tax (VAT) as prescribed by Vietnamese law and the Service Charge (unless otherwise noted on the specific service’s detail page).

Composition of Package Prices (All-Inclusive Retreats)

The price of stay and experience packages at Auko is an all-inclusive rate, covering the following standard items:

Accommodation at the resort for the number of nights specified in each package (flexible, 3 nights/4 days, or 4 nights/5 days).
Wellbeing services included in the program: Clay rhassoul, forest shower and cool plunge, wild herb foot bath and reflexology.

Guided adventure, according to daily schedule

Note: Any additional service outside the standard retreat program will be charged separately and clearly communicated to the customer before use.

Surcharge Policy

Holiday/Tet Surcharge: Holidays, Lunar New Year (Tet), or peak season periods will carry a separate surcharge, automatically displayed in the system when the customer selects a departure date, or communicated in detail by a consultant before payment confirmation.
Special Service Surcharge: Requests for a custom menu (beyond the standard), private transportation, or additional intensive therapies will be quoted specifically in writing/by email.

Timing of Application and Price Changes

Service prices are effective at the time the customer completes booking and successful payment.
Auko reserves the right to adjust the prices of packages on the website at any time to reflect market fluctuations and business strategy. However, any price change will not apply to orders/bookings that have already been paid for and successfully confirmed prior to the adjustment.

VAT Invoice (E-Invoice) Regulations

Auko provides a valid Electronic Invoice (E-Invoice) for all payment transactions for services purchased on the website, in accordance with tax authority regulations.

Customers who require a VAT invoice for a company/organization must provide complete and accurate invoicing information (company name, tax code, address) at the checkout step, or within 24 hours of completing the booking at the latest. Auko will decline to process invoicing requests submitted after this period or based on inaccurate information.

Contact information for pricing and payment support:

Managing unit: SON THANG TRADING & SERVICE CO., LTD
Email: hello@aukoways.com
Hotline: +84 2323 611 199
Address: Xuan Son Farmstay Resort combined with Farm, Na Residential Group, Phong Nha Commune, Quang Tri Province, Vietnam

III. COMPLAINT RECEPTION AND RESOLUTION POLICY

SON THANG TRADING & SERVICE CO., LTD (management board of aukoways.com) always upholds customers’ rights and is committed to providing wellness and adventure services of the highest quality.

If any unexpected issue arises during a transaction or experience, we apply the following dispute and complaint resolution mechanism:

Resolution Principles

Any dispute arising between Auko and a customer will primarily be resolved through negotiation and mediation, in a spirit of cooperation and mutual respect.
All complaints must be submitted directly by the person who booked the service or the person who directly used the service at Auko.

Complaint Channels

Customers may submit complaints regarding service quality, payment processes, or other issues through the following official channels:

Hotline: +84 2323 611 199
Email: hello@aukoways.com
Office address: Xuan Son Farmstay Resort combined with Farm, Na Residential Group, Phong Nha Commune, Quang Tri Province, Vietnam

Complaint Handling Process

The complaint handling process follows 4 standard steps:

Step 1: Complaint Reception

The customer contacts Auko through the channels listed in Section 2.
The customer must provide complete information: Booking ID, personal information, complaint details, and related evidence (photos, confirmation emails, invoices, etc.).

Step 2: Classification and Acknowledgment

Auko’s Customer Care department will log the information.
Within 24 working hours of receiving the request, Auko will send an email or call to confirm receipt of the complaint and notify the expected processing time.

Step 3: Verification and Proposed Resolution

The Customer Care department will coordinate with relevant departments (resort operations, adventure/tour department, payment partners) to verify the accuracy of the complaint.

Within 3 to 7 working days, Auko will issue an official response and propose a resolution (compensation, refund, or alternative service support) to the customer. For complex cases, processing time may be longer but will not exceed 14 working days, and the customer will be notified in advance.

Step 4: Agreement and Case Closure

If the customer agrees with the proposed resolution, Auko will carry out the compensation/support within the following 3 working days and close the complaint file.

If the two parties cannot reach an agreement through negotiation, either party has the right to bring the matter to a competent state authority or court for resolution in accordance with Vietnamese law.

Responsibilities of Each Party During Resolution

On Auko’s part: Commits to following the handling process and strictly protecting the confidentiality of the customer’s personal information and complaint details. Will proactively provide relevant transaction records/documents if requested by legal authorities.
On the customer’s part: Must provide truthful and accurate information and cooperate closely with Auko’s staff so that the verification process proceeds quickly.

IV. PAYMENT POLICY

To provide convenience for our customers, we offer diverse and transparent payment methods. Customers can choose one of the following methods to pay for their booking:

A. Online Payment

Customers can pay directly on the website through the integrated payment gateway (supporting international credit/debit cards Visa, Mastercard, JCB or domestic ATM cards).

Transactions are secured according to the standards of the payment gateway provider and the regulations of the State Bank of Vietnam.

B. Bank Transfer Payment: Customers transfer the amount (deposit or the full booking value as per regulations) to the company’s official bank account.

Beneficiary: CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ SƠN THẮNG (SON THANG TRADING & SERVICES CO., LTD.)

Account Number: 8003888999

Bank: Military Commercial Joint Stock Bank – Dien Bien Phu Branch (MB Bank)

Transfer Syntax: [Order Code/Booking Code] + [Customer Name] + [Phone Number]

Note: Bookings are only confirmed after we receive a valid payment into our account.

C. Direct Payment at the Accommodation (Pay at Hotel)

This method applies to charges incurred during the stay (restaurant, additional services) or the remaining payment after deducting the deposit (if the pricing policy allows for post-payment).

Customers can pay in cash (VND) or by swiping a card via the POS machine at the reception desk.

V. SERVICE DELIVERY, EXCHANGE, AND REFUND POLICY

SON THANG TRADING & SERVICES CO., LTD. applies the following policy on service delivery, itinerary cancellation/change, and refunds for all customers booking experience packages (The Open Way, The Still Way, The Wild Way) on aukoways.com:

Service Delivery Policy

Method of delivery: As Auko provides accommodation and experience services rather than physical goods, there is no physical delivery. Immediately after the customer completes payment on the website, the system will automatically send a Booking Confirmation with a Booking ID and detailed itinerary to the customer’s registered email address.
Processing time: The confirmation email is sent within 24 working hours. If this email is not received within that time, the customer should contact the hotline immediately for support.
Location of service use: The service is provided directly at the Auko Eco-Wellness Lodges (Phong Nha, Quang Tri, Vietnam). Customers must present their Booking Confirmation and a valid ID (national ID card/passport) at check-in.

Cancellation Policy and Fees

For services that include Room & Meal Packages (applicable to standard rates, early-bird rates, and Stay & Pay programs alike), the cancellation and fee policy is specified according to the timing of the booking as follows:

2.1. Regular Stay Periods:

More than 30 days prior to arrival: No cancellation fee
21–29 days prior to arrival: Customers will be charged a penalty fee equal to 50% of the total booking value.
1–20 days prior to arrival: Customers will be charged a penalty fee equal to 100% of the total booking value.
Cancellation on the arrival date, No-show, or Early check-out: Customers will be charged a penalty of 100% of the total booking value.

2.2. Peak Season & Public Holidays

More than 45 days prior to arrival: No cancellation fee
31–44 days prior to arrival: Customers will be charged a penalty of 50% of the total booking value.
1–30 days prior to arrival: Customers will be charged a penalty of 100% of the total booking value.
Cancellation on arrival date, No-show, or Early check-out: Customers will be charged a penalty of 100% of the total booking value.

(Note: Any request to change the itinerary/date will be considered based on actual room availability and may be subject to a fee equivalent to the cancellation policy above).

2.3. Cases Where Auko Actively Cancels or Changes the Itinerary

In cases of force majeure (natural disasters, storms/flooding in the Phong Nha – Ke Bang area, epidemics, or requirements from a competent authority), Auko has the right to cancel or change part or all of the experience itinerary.

Resolution: Auko will notify the customer as soon as possible and offer either a free date change or a 100% refund corresponding to the unused portion of the service.

Refund Method and Timeline (If Applicable)

Refund method: The refunded amount (after deducting any applicable cancellation fees under Section 2) will be returned to the same bank account, credit card, or payment method originally used by the customer for the transaction.
Processing time: Reconciliation and refund processing will be carried out by the operations office within 7 to 15 working days from the date Auko confirms the refund amount by email. The time for funds to appear in the account depends on the policies of the issuing bank.

Contact information for service processing and reconciliation:

Service location: Na Residential Group, Phong Nha Commune, Quang Tri Province, Vietnam. Main operations office: Xuan Son Farmstay Resort combined with Farm, Na Residential Group, Phong Nha Commune, Quang Tri Province, Vietnam
Email: hello@aukoways.com
Hotline: +84 2323 611 199

VI. TERMS AND RESTRICTIONS ON SERVICE PROVISION

Geographic and Time Limitations

Geographic scope: Accommodation and accompanying amenities are provided only within the grounds of the Auko resort and along licensed eco-tourism/cave routes within the Phong Nha, Quang Tri area, Vietnam.

Service hours:

Standard check-in time: from 2:00 PM.
Standard check-out time: before 12:00 noon.

Requests for early check-in or late check-out are subject to actual room availability and may incur an additional fee under internal policy.

Customer Eligibility Conditions (Age and Health)

Due to the specific nature of the experience programs (particularly The Wild Way package, which includes Phong Nha mini adventures, boating, and cave visits), Auko applies strict conditions to ensure maximum safety:

Age: Children under 16 participating in adventure activities must be accompanied by a legal adult/guardian, who bears full responsibility for their safety. Auko reserves the right to restrict age eligibility for certain intensive wellness areas or activities with specific safety requirements.
Health condition: Customers must have physical fitness appropriate to their chosen itinerary. For strenuous physical activities, customers with a history of cardiovascular disease, high blood pressure, asthma, or pregnant women must notify management in advance for guidance. Auko reserves the right to decline to provide exploration services if a customer’s health condition is assessed as not meeting safety requirements.

Restriction and Refusal of Service

Auko has the right to suspend or refuse to provide service (even if the customer has already paid successfully), without liability for compensation, in the following cases:

Force majeure: Extreme weather conditions (storms, flooding, landslides in the Phong Nha area), natural disasters, epidemics, or a ban/restriction order from a State management authority. (In this case, a refund or date change will apply under the Cancellation/Change Policy.)
Violation of safety rules and regulations: Customers who engage in disruptive behavior, intentional property damage, serious violation of nature conservation rules (hunting, littering in cave/primary forest areas), or failure to follow the guidance of safety experts.
Legal violations: Customers who use prohibited substances, possess weapons, or engage in other acts violating Vietnamese law within the accommodation area.
Provision of false information: Customers who deliberately provide false information about the number of guests, age, or serious health conditions when booking the service.

Customer Responsibilities

Carefully read the detailed information, itinerary, and physical requirements of each package (The Open Way, The Still Way, The Wild Way) before making payment.
Prepare valid personal identification documents (national ID card/passport) for check-in as required by law.

Policy Amendment and Updates

Auko reserves the right to amend, supplement, or update the content of this policy (as well as other policies and regulations on the website) at any time without prior notice to users.
Such changes take effect immediately upon official publication on aukoways.com.
However, to protect customers’ rights, no policy change will be applied retroactively to transactions/bookings that have already been paid for and successfully confirmed before the new regulation takes effect.
Customers are responsible for regularly checking the website to stay updated on the latest terms and conditions when continuing to use our services.

VII. DISPLAY PRIORITIZATION POLICY

Purpose and General Principles

In order to ensure transparency and provide customers with the best possible search and selection experience, Auko publicly discloses the basic criteria used by the system to sort and prioritize the display of service packages (The Ways, Wellness, Adventure, etc.) on the aukoways.com interface.

Main Criteria Determining Display Order (Default Sorting)

When a customer accesses the site or uses the search bar, the website’s algorithm automatically suggests and displays services based on the following main criteria (in order of priority):

Keyword relevance: The system matches the customer’s search keywords against service names (e.g., The Open Way, The Still Way), categories, and detailed descriptions of experience packages to return the closest results.
Availability: Priority is given to displaying packages, rooms, or itineraries that currently have availability and are ready for service in the near term. Services that are fully booked or under maintenance will be ranked lower or labeled accordingly.
Ratings and reviews: Services that receive more positive reviews and good feedback from customers who have experienced them will be prioritized higher, in order to suggest the highest-quality options.
Search history and personalization: Based on browsing history and previously viewed service pages on the website, the system may prioritize re-displaying packages in the same category or offers matching the customer’s preferences.

(Note: aukoways.com is Auko’s direct service distribution platform; we do not apply a “pay to display” (sponsored/advertising) criterion from any third party to influence customer search results.)

Customers’ Right to Choose and Adjust Display Criteria

In addition to the default display algorithm, Auko gives customers full control over search results. On service category pages (The Ways, Wellness, Adventure) or search results pages, customers can actively use the Filter and Sort by tools to change the display order according to their personal needs:

Sort by price: Customers can choose to display services from “Lowest to Highest Price” or “Highest to Lowest Price.”
Sort by duration: Prioritize display by the length of the journey (e.g., 3 days 2 nights, 4 days 3 nights).
Sort by experience type: Use tag filters to display only services in the “Relaxation,” “Exploration,” or “Therapy” categories.

Customers simply click the built-in sorting function buttons at the top of the service list, and the system will immediately reload the results according to the selected criteria.

VIII. RIGHTS AND OBLIGATIONS OF THE PARTIES

Rights and Obligations of the Seller

Rights of the Seller

Require customers to provide complete and accurate information necessary to process the order.
Decline or cancel an order if the customer provides inaccurate information, shows signs of fraud, or violates the website’s regulations or the law.
Change or update the website’s content and sales policies (including payment policy, cancellation/refund policy, and promotional policy) and the terms of transactions as needed; such changes will be published on the website before taking effect.
Collect payment from the customer using the credit card information provided in the booking software, in accordance with the publicly listed booking terms and conditions on the website.
Adjust or change prices, promotional programs, and the terms and conditions of the purchasing policy (including payment policy, cancellation/refund policy, and promotional policy), effective at the time of notification/update on the website.

Obligations of the Seller

Provide services of the correct type, quantity, and quality as stated in published information and the customer’s order.
Deliver the service at the agreed or notified time, place, and method.
Provide invoices or other relevant documents (if applicable) as required by law.
Ensure the customer’s lawful rights and interests; take responsibility for the quality of the services it provides.
Receive and resolve requests for changes, refunds, cancellations, exchanges, and complaints in accordance with published policy and the law.
Protect the confidentiality of customers’ personal information in accordance with the Privacy Policy and applicable law.

Rights and Obligations of the Customer

Rights of the Customer

Be provided with complete and accurate information about the service, price, payment method, service usage/delivery timing, payment policy, cancellation/refund policy, promotional policy, and other transaction conditions.
Choose the service/product and payment method that best suits them.
Request support and processing of changes, refunds, cancellations, and complaints according to the website’s policy and the law.
Have their personal information protected during the transaction process.

Obligations of the Customer

Provide complete and accurate information when placing an order/booking a service and be responsible for the information provided.
Make full and timely payment according to the service’s payment terms and the chosen payment method.
Confirm the services and room category provided against the order with hotel reception staff at check-in, promptly report any discrepancies for resolution, and cooperate with the resort to resolve complaints as needed.
Inspect goods upon receipt and promptly notify the seller if a product is found to be defective, damaged, missing, or does not match the order.
Cooperate with the seller during delivery, warranty, exchange/return, or complaint resolution processes as needed.
Refrain from fraudulent acts, abuse of promotional programs, or use of the website for unlawful purposes.