1. GENERAL MATTERS RELATING TO PACKAGE TOURS
1.1 The details of your Package Tour will be set out in the applicable tour itinerary (the “Itinerary”). Upon us issuing the Itinerary to you, the Itinerary shall be deemed to form part of these Terms and Conditions, except where otherwise specifically stated in the Itinerary. If there is any inconsistency between the terms of the Itinerary and these Terms and Conditions, the terms of these Terms and Conditions shall prevail.
1.2 Any fees and/or expenses which are not expressly referred to in any or all the following documents shall not be included in the price of the Package Tour, and such fees and/or expenses shall be chargeable to and fully payable by you directly:
1.2.1 The Itinerary.
1.2.2 These Terms and Conditions; and/or
1.2.3 The Booking Statement.
1.3 Without prejudice to the generality of Clause 1.2, the price of the Package Tour set out in the Booking Statement shall not include the following, all of which shall be, if applicable, chargeable to and fully payable by you directly:
1.3.1 Airport taxes, airport security taxes, airline insurance surcharges, fuel taxes, visa fees, costs of travel insurance, customs user fees, and other service or miscellaneous fees which may be chargeable by the airlines and airport authorities.
1.3.2 Fees for laundry services, excess baggage charges, beverages, room service, and other miscellaneous fees which may be chargeable by hoteliers.
1.3.3 Gratuities to drivers, tour leaders and/or local guides, and tips to hotel porters.
1.3.4 Taxes, duties, or levies imposed by any governmental or regulatory authority; and/or
1.3.5 Your personal expenses.
1.4. As used in these Terms and Conditions:
1.4.1 Your “travel group” shall mean you and any other such persons for and on behalf of whom you are intending to make a reservation for a Package Tour; and
1.4.2 The “Scheduled Departure Date” shall mean the date on which you are to first depart Singapore under your Package Tour.
1.5 Accommodation which you are entitled to under the Package Tour shall be specified in the Itinerary. Under our Package Tours, the bed(s) in such accommodation may be single, twin, double-share or triple-share (3 different beds), and may be priced differently at our sole and absolute discretion. For certain types of accommodation, such as, but not limited to, farms and ski resorts, the sharing of bathroom facilities may be necessary. For triple-share rooms, the third bed may be a rollaway bed. You acknowledge and accept that unforeseen exigencies may lead to accommodation not being available in the city mentioned, and that we reserve the right to replace the specified accommodation with an alternative to be made known at least 2 weeks before the Scheduled Departure Date.
1.6 We will necessarily have to rely on the services of airlines, transport companies, hoteliers and other third-party service providers (collectively, “Third Party Service Providers”) to provide the Package Tours to you. You understand that, in our doing so, we are acting as an intermediary between you and such Third-Party Service Providers. While we will endeavour to render reasonable assistance to our customers wherever possible, practices, regulations, and/or policies imposed by Third Party Service Providers are not within our control. Therefore, we shall not be liable, in any way, for any changes made by or acts or omissions on the part of such Third-Party Service Providers which affect you or your Package Tour in any way.
1.7 In the course of the Package Tour, you may be subject to the respective airlines’ rules, regulations, and conditions of carriage. You shall be fully responsible for ensuring that you comply with such rules, regulations, and conditions of carriage. If you fail to do so, you may not be permitted to board the relevant flights or may have to make additional payments to the airlines to board the relevant flights. In such events, we shall not be responsible for loss, inconvenience, or additional payments you sustain.
1.8 Including meals on-board flights, which you are entitled to under the Package Tour, shall be specified in the Itinerary. No refunds or replacements will be provided if such on-board meals are not served for any reason.
1.9 Any person under 18 years of age in your travel group as at the Scheduled Departure Date must be accompanied by an adult. If any person under 18 years old in your travel group is travelling with an adult other than his or her parent or official guardian, his or her parent or official guardian is required to fill up an “Unaccompanied Minor and Handling Assistance Waiver” form, which you shall be fully responsible to ensure you procure from us. You shall further be fully responsible for ensuring that you comply with the requirements of any relevant airline and/or regulatory authority relating to minors travelling.
1.10 If you or anyone in your travel group is pregnant, you shall be fully responsible for ensuring that you procure a doctor’s memorandum stating that you and/or they are fit for travel. Notwithstanding any such doctor’s memorandum, if any Third-Party Service Providers, including but not limited to airlines or cruise companies, refuse to allow any pregnant traveller to undertake certain activities, including but not limited to boarding a flight or cruise, no refund shall be payable by us.
1.11 Any persons below the age of 12 years old (as of the date of return to Singapore at the end of the Package Tour) may, subject to applicable Third-Party Service Providers’ terms and conditions, be eligible for child fare rates. While we will use all reasonable endeavours to procure such rates for you, we cannot guarantee that we will obtain them even if they are stated by the Third-Party Service Providers as being available and/or applicable.
1.12 While we will use all reasonable endeavours to accommodate and make reasonable arrangements for travellers with special needs, we shall not be responsible if we are unable to affect any requested arrangements or for any delay or missed activities experienced for travellers with special needs. Without prejudice to the generality of the foregoing portion of this Clause, if any Third-Party Service Providers, including but not limited to airlines and hotels, are unable or unwilling to permit any traveller with special needs to undertake certain activities, we shall not be liable for the same and no refund shall be payable by us.
1.13 Notwithstanding anything in these Terms and Conditions, we shall retain the sole and absolute discretion to refuse to allow an individual to travel if he or she, in our opinion, is:
1.13.1 Physically or mentally unfit to travel.
1.13.2 Will or may require care beyond that which can reasonably be provided in connection with the Package Tour; and/or
1.13.3 Is likely to endanger the health or safety or impair the comfort and enjoyment of the other travellers.
1.14 We are entitled to exercise our discretion under Clause 1.13 at any time before the travel group boards the first flight out of Singapore under the applicable Package Tour; and if we do so, no refund shall be payable by us. For the avoidance of doubt, our exercise of our discretion to refuse to allow an individual to travel under Clause 1.13.
1.15 All payments intended and/or required to be made to us, whether in connection with reservation for Package Tours, anything in these Terms and Conditions, or otherwise, must be made by cash, NETS, cheque (subject to the following portion of this Clause), credit card, or valid travel gift vouchers (subject to the applicable terms and conditions of such vouchers). Cheques must be presented to us at least 3 working days before the applicable due date for the payment which they purport to be in respect of, and if payment is made by cheque, we will consider such payment received only when the funds intended to be paid under that cheque reaches our account. All payments made to us must be in Singapore Dollars.
2. RESERVATION, DEPOSIT AND FULL PAYMENT
• Reservations can be made by you anytime during business operating hours.
• A minimum deposit of 50% of the total tour fare or full fare on air component, whichever is higher, is required upon reservation.
• Payment of deposit does not constitute the confirmation of the tour.
• For Package Tours, full payment is required not less than 14 days prior to departure. If payment is not received 14 days or less prior to departure, the company reserves the right to forfeit both the deposit and cancel the reservation.
• For other tours, full payment is required upon confirmation.
3. CANCELLATION BY THE CUSTOMER
Unless otherwise stated in tour booking form, you may cancel your reservation in writing, at any time before the scheduled departure date, subject to payment of a cancellation fee to us, to be computed based on the table below. Please note that any change of departure date, traveller’s name (other than correction of typographical errors) or Tour is considered a cancellation and a cancellation fee will apply.
From the time of booking to: (% of total tour fare)
Cancellation Notice Cancellation Refund Component
> 30 days prior to departure 25% 75%
20 to 29 days prior to departure 50% 50%
15 to 21 days prior to departure 75% 25%
14 days or less prior to departure 100% 0%
For special fares offered in free & easy packages, a separate set of supplier terms and conditions will be provided at the point of booking.
4. TRAVEL DOCUMENTS AND TRAVEL INSURANCE
4.1 You and each member of your travel group shall be responsible for ensuring that all passports (or other travel document, as the case may be) of persons within your travel group is valid for at least 6 months from the expected date of departure from the last point of departure in the itinerary and that each of such persons has all necessary visas, permits, passes, licences, vaccinations, health certificates and/or other documents or approvals as may be required by the applicable governmental authorities of the destination countries to be visited during the Package Tour.
4.2 Without limiting the effect of Clause 4.1 in anyway, we may, from time to time and subject to our sole and absolute discretion, assist a traveller to submit a visa application for a fee, but this shall not be construed as our obligation to do so, or as a guarantee of the outcome or approval of any such application.
4.3 You and each member of your travel group shall also be solely responsible for ensuring that his or her name as provided to the Company and reflected in the Booking Statement tallies with the name in his or her passport or travel document. If any amendment to such name is required, all applicable fees charged and/or incurred by us shall be borne by you.
4.4 In the event that a reservation for a Package Tour must be cancelled due to or in connection with your failure to fulfil the requirements set out in Clause 4.1, you shall be deemed to have served Your Cancellation Notice on us on the Scheduled Departure Date.
5.5 All travellers are strongly encouraged to obtain a comprehensive travel insurance policy to protect against unforeseen circumstances, such as baggage loss, flight delays, travel agent insolvency, medical emergencies, or changes in government or legislative policies or regulations, such as compulsory quarantines due to or in connection with diseases or pandemics. For avoidance of doubt, we shall not be responsible for any such matters.
5. CANCELLATION BY THE COMPANY
Please note that the Company is acting as an agent for services rendered. Even after deposit or full payment has been made, all arrangements are still subject to final confirmation. If for some unforeseeable circumstances the arrangement cannot be finalized and the tour reservation has to be cancelled, the company will endeavour to notify the Customer at least 14 days before the scheduled departure date.
The Company also reserves the right to cancel any tour prior to departure for whatever reason including, but not limited to, insufficient number of participants.
For Package Tour, it is subjected to minimum group size (to be determined by us, in our absolute discretion) before the Package tour is confirmed. If the minimum group size is not achieved at least 14 days prior to the scheduled departure date for a Package tour, we shall be entitled to cancel all reservations for the Package Tour.
The Company may, if it so chooses, recommend alternative tours either of the same destinations or other tours, based on current tour fare. In the case of a free and easy tour, accommodation and all tour services are strictly upon request and subject to confirmation. Please note that surcharges may apply on a case-by-case basis and the customer will be advised accordingly. Should the Customer decide not to accept the alternatives, all refund will be made accordingly by the Company and without further obligations.
The Company shall also not be held liable for any contingent costs incurred by the Customer arising from the cancellation. Save as stated herein, the Company shall not be liable for any claims, losses, damages or costs sustained by the Customer.
6. REFUND POLICY – PAYMENT MODE
For payments made in cash or NETS, cheque or bank transfer, refund will be made out in the form of cheque and will generally be processed within 2 to 4 weeks from the date of cancellation. For credit card payments, refund will be made via the respective credit card company and will generally be processed within 4 to 6 weeks from the date of cancellation. The refund process may take longer during peak seasons due to the increase in transaction volume. Please note that payments made out by cheque only for amounts exceeding S$10 and otherwise, it will be made in form of cash.