Cancellation policy

Data Privacy

This privacy policy explains how HSG Travel collects, stores and processes personal information or data (“Personal Information”) from Customers, including customers who regularly use the website of HSG Travel and other individuals using the Customer Support Centre and partners of HSG Travel.

We are committed to protecting the provided by customers, using appropriate measures to ensure that the information provided to us during the use of this website is kept as secure as possible, minimising unauthorised access to the greatest extent possible.

HSG Travel reserves the right to amend the Privacy Policy if necessary; updated versions will be posted on our website along with the date of issueso that customers can access the latest version of the Privacy Policy.

Article 1. Purpose of Collecting Personal Information

- To provide updates on new policies and regulations of the programme;
- To send customers the latest preferential policies and promotions;
- To contact members to address their requests;
- To provide services requested by members;
- To process and manage customer bookings and ticket confirmations;
- To ensure the highest level of security during online payment transactions;
- To receive feedback, suggestions and complaints from members in order to continuously improve service quality;
- To manage, analyse and evaluate flight data of members to provide appropriate programmes and policies.

Article 2. Types of information collected

- Personal information such as surname and , gender, date of birth, passport number or other identity verification documents (date of issue, place of issue), nationality;
- Contact details such as telephone number, postal address, email address, fax number, home address, preferences and other information relating to the member’s special requirements;
- Payment information if paying by credit or debit card, such as cardholder name, card number, and expiry date;
- Personal information automatically generated when members use the website, such as: IP address, cookies, website login details.

Article 3. Methods of Collecting Personal Information

HSG Travel will collect Personal Information (refer to Article 2 of this Policy) via the website and at our of our offices.

Article 4. Retention Period for Personal Information

HSG Travel will store the Personal Information provided by Customers on our internal systems during the provision of services to the Customer or until the purpose of collection is fulfilled, or when the Customer requests the deletion of the information provided.

Article 5. Deletion of Personal Information

1. Deletion Procedure

The collected information will be deleted after being retained for a specified period in accordance in accordance with internal policies and the provisions of Article 4 – Retention Period for Personal Information – of this Policy.

2. Methods of destruction

Personal information printed on paper shall be destroyed using specialised paper shredders or by incineration, and personal information stored on electronic devices will be destroyed using appropriate electronic methods to ensure it cannot be recovered after destruction.

Article 6. Customers’ Rights Regarding Personal Information

- View, edit, supplement or copy Personal Information by logging into the website of HSG Travel;
- Request to cease the collection of Personal Information;
- Request to delete Personal Information that has been collected;

Article 7. Personal Information of Children

HSG Travel collects and uses the of children under the age of 14 only with the consent of the child’s legal representative or guardian. The child’s legal representative or guardian may request to view or amend the to confirm or cancel it at our ticket offices.

Article 8. Technical measures to protect personal information

To ensure the security of personal information against theft, leakage, leaks, forgery or unauthorised access, the technical staff of HSG Travel will adhere to the following technical, management and hardware usage principles:

This Information Security Policy was last updated on 22 February 2024.

Important personal information will be stored and managed under a secure system with passwords and restricted access.
Measures to prevent data theft:
HSG Travel undertakes to make every effort to prevent the leakage or loss of customers’ personal information resulting from unauthorised access.
We utilise an access control system to prevent unauthorised access from outside the organisation.
We minimise the number of staff involved in the management of personal data.
Establish a dedicated department specifically for the security of personal information.

Tour / Service Cancellation

A/ In the event that HSG Travel cancels the tour/service:

If HSG Travel is unable to carry out the tour, HSG Travel must immediately notify the customer and refund the customer the full amount paid within 3 days of the cancellation notice being issued, either in cash or by bank transfer.

B/ In the event the customer cancels the Tour / Service

In the event of cancellation immediately after confirmation or signing the contract, or within 10 days prior to the departure date, the customer will be charged a fee of 30% of the ; between 5 and 10 days prior, the fee is 50%; between 3 and 5 days prior, the fee is 75%; and within 0 to 3 days prior, the fee is 100%.

C. Cancellation due to force majeure

In the event of tour cancellation due to weather, illness, etc., neither party shall be liable for any compensation for losses incurred nor bear any legal liability . However, each party is responsible for making every effort to assist the affected party in order to minimise the losses caused by various objective reasons.