Terms & Conditions
The special instructions of your travel bookings are set out in the Reservations Invoice and in these Terms and Conditions. They should be read together. You are deemed to have read, understood and accepted the following policies (collectively called "the Terms and Conditions"). Traveller101 Pte Ltd, and its’ subsidiaries, shall be referred to as "the Company" hereinafter. Please check addenda to the Terms and Conditions, if any, upon booking.
1) DEPOSIT AND FULL PAYMENT
Tickets (Ferry, Coach, Air) - 100% Payment
Batam, Malaysia Tour Packages - 100% Payment
Tour Packages only - 70% Deposit
Group Departures - $500 Deposit per person
2) CANCELLATION BY THE CUSTOMER - PAYMENT AND CANCELLATION FEE
The Customer is allowed to cancel the reservation in writing, at any time prior to the departure date. However, cancellation fee will apply and it is computed based on the length of notice period prior to the departure. The cancellation penalties are indicated below, or deposit will be forfeited, whichever higher.
More than 30 days – 50% of Tour Price
Less than 30 days – 100% of Tour Price
Terms above only relate to tours operated by the Company. For individual components supplied by third party(ies), e.g. ferry tickets, Air-tickets, cruise, tours or hotel bookings etc., cancellation fee under the terms and conditions of the respective third party(ies) shall apply plus a handling charge of S$50 per service per person. Cancellation fee imposed by third party(ies) includes no-show fee, refund administrative fee and any deposit committed to their suppliers to secure confirmation of services requested. Upon the Company receiving the written notice of cancellation and in accordance with the Terms and Conditions stipulated, the Customer shall receive the refund.
3) 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 due to some unforeseeable circumstances the arrangement cannot be finalised and the reservation has to be cancelled, the Company will endeavour to notify the Customer at least 1 week before departure. The Company may recommend alternatives if available. 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. The Customer shall receive the refund within 4 to 6 weeks upon the Company notifying the Customer of the tour cancellation. Save as stated herein, the Company shall not be liable for any claims, losses, damages or costs sustained by the Customer.
4) REFUND POLICY ON UNUSED PORTION OF THE TOUR
No refund will be made with respect to accommodation, meals, sightseeing tours or any other services included in the tour fare but not utilised by the Customer, either in part or full, or where the Customer amends, cancels or otherwise varies arrangements after commencement of the tour.
5) REFUND POLICY
For payments by cash and bank transfer, refund will be made by Cheque and processed within 2 – 4 months from date of written cancellation. For credit card payment, refund will be made through the credit card company and processed within 2 – 4 months. During peak periods, the refund process may be longer due to the increase in transactions.
6) AMENDMENT TO RESERVATION AND AMENDMENT FEE
Amendment refers to any change to the original reservation such as change of name, change of flight itinerary and / or change of accommodation.
Amendment by the Customer
Any change made by the Customer to the existing booking must be in writing and an amendment fee of S$50 per person will apply. Any re-issuance of air ticket, minimum administrative fee of S$50 per air ticket on top of any airline charges will apply. Any change made to the departure date or the tour type, cancellation fee as stated under the section "Cancellation by the Customer - Payment and Cancellation Fee" will apply. Any change made to name of the Customer will be treated as cancellation of tour. The Company will revert to the Customer within 14 working days upon receiving written notice of the request for amendment.
Amendment to Tour Itinerary by the Company
The Company makes reasonable effort to avoid changes in the itinerary. However, the Company reserves the right to make minor changes at any time due to unforeseen circumstances, especially during peak periods or in the event of a force majeure.
7) EXTENSION OF STAY / DEVIATION FROM TOUR ITINERARY
Extension / deviation of stay may be permitted at end of the tour, subject to maximum validity and restriction of air ticket, seat confirmation and availability of accommodation prior to commencement of the tour. It is the Customer's responsibility to hold firm confirmation for the return flight. When extension / deviation of stay cannot be confirmed 2 weeks prior to departure, the Customer is deemed to be taking the original tour schedule. All extra costs incurred to process the extension, e.g. administrative fee will be borne by the Customer. Please note that extension / deviation of stay will be at the Customer's own expense and transfers to and from the airport will not be provided. For tours on charter / group flights, no extension / deviation will be permitted. The air ticket issued is a special one restricted to a specified airline only. It is not negotiable, endorsable, reissuable, refundable or re-routable. Any alteration of the routing or the date by the Customer is solely at the Customer's own risk. The Company and its associated agents shall not be held responsible for any inconvenience caused and extra expense incurred. No refund will be made for any unused air ticket, accommodation, meals or sightseeing, in part or in full.
8) TRAVEL DOCUMENTS, TRAVEL INSURANCE AND TRAVEL VOUCHERS
Passport and Other Travel Documents
It is the Customer's sole responsibility to ensure that he / she has a valid passport with minimum 6 months' validity from date of the last departure point as well as the necessary visas, vaccinations, health certificates and all necessary travel documents as required by the various government authorities of the country(ies) to be visited (e.g. exit permit, work permit, social visitor pass etc.).
Different embassies / consulates require varying lengths of time to process visa applications. For non-Singapore passport holders, please request the Company to check on visa requirements. The Company renders assistance in visa application wherever possible. The Company cannot, however, guarantee the approval of such visa application. This service is subject to (auxiliary) charges. Please check with the Company on the charges. If, for any reason, application for visa or exit permit is rejected, no refund will be provided. The Company will not be responsible for any expense, reimbursement or refund of the tour fare if the Customer is deported or refused entry by immigration authorities for whatever reasons, including improper travel documents, quarantine, custom regulations and possession of unlawful items or irregularities.
Purchase of travel insurance is strongly recommended with respect to unforeseen circumstances such as trip cancellation, personal baggage loss, personal accident, injury or illness. Under no circumstances shall the Company be construed as a carrier under contract for safe carriage of the Customer or his / her baggage / belongings. The Company will be pleased to assist in the enquiries of any travel insurance and related matters.
Travel Vouchers / Promotion Codes
The Company issues travel vouchers and promotion codes from time to time as part of its promotional activities. The terms and conditions for the redemption of travel vouchers are clearly spelt out in the appropriate documents and shall be binding on the Customer.
9) GENERAL MATTERS RELATING TO TOURS
Accommodation is as specified in the tour brochure / itinerary / booking form. Accommodation for adults is based on twin-share, double or triple-share bedrooms at the nominated or similar standard hotels. When booking triple-share rooms, please note that the third bed will be a "roll-away" bed. Single room occupancy is at additional cost.
Meals are as indicated in the tour brochure / itinerary / booking form.
The Customer is requested to rotate seating arrangement on the coach during the period of the tour.
For occupation of a single room, single supplement amount as indicated in the tour booking form is required.
If there is any special request regarding special meals, dietary requirements, adjoining rooms etc., please inform the Company upon booking. Such requests are subject to availability and confirmation.
10) PRICING POLICIES
All information and prices shown are accurate at time of print. Tour fare includes: Airfare, accommodation, airport transfers (if any) and meals (if any), as specified in the tour brochure / itinerary / booking form.
Children below 12 years as on the date of departure from Singapore are eligible for child fare. Child fare is based on a twin-share or double room with 2 adults without an extra bed. If an extra bed for the child is required, please arrange with the Company who will advise on the surcharges / supplements, if any.
Pricing Policy Relating to Promotions
The Company accords discounts and other form of promotional pricing. Its policy is to display all service charges including such discounts or promotions.
Modes of Payment
Payment may be made in cash, bank transfer or credit card via Paypal. All payments have to be made out in Singapore Dollars.
The Company is committed to the avoidance of over or undercharging. To ensure accuracy of charging, its policy is to list clearly all prices including credit card surcharges in sales invoices and communications materials. The Company will also clearly indicate any additional charges for extra services that may be incurred by the Customer. Delivery Services The Company provides delivery of documents to the Customer upon request. Delivery charges can be found in the sales kit and these shall be communicated to the Customer.
The Company welcomes feedback from the Customers anytime. Should the Customer have any issue of concern, please contact the Company immediately. Its feedback channels include: Written feedback via email to [email protected] or Call +65 6570 3430. The Company will investigate and act to resolve areas of concerns. The interim response is within 2 working days (or 48 hours). Depending on the complexity of the case, the time taken to resolve a complaint is within 21 working days. If it is unable to resolve the complaint amicably, it will refer to CASE mediation channel with mutual consent of the Customer.
The Company will safeguard, according to strict standards of security and confidentiality, any information on the Customer. The Company will limit collection and use of the Customer's personal particulars / information to the minimum and for the sole purpose of completing the transaction as well as facilitating the smooth delivery of services. Every effort shall be made to ensure that the integrity of the Customer's personal particulars and confidential information entrusted to the Company are not compromised unless required to by law. The Company also undertakes not to divulge the Customer's personal information to any unauthorised third party without prior written consent.
13) MARKETING COMMUNICATIONS
In respect of marketing communications, the Company ensures that its brochures contain sufficient and accurate information on prices (which can be found on the Company's website), quality, availability and terms of sales.
14) RIGHTS AND DISCLAIMERS RELATING TO TOURS
Where the Company has not been negligent nor in breach of any duty, it assumes no responsibility for injury, damage, accident, loss, delay or irregularities that may be caused to person or property where such occur as a result of circumstances beyond its control. The Company is an agent of airlines, transport companies etc., and is not liable for changes made by suppliers but will render assistance wherever possible. All tickets, coupons and orders are furnished and issued, subject in every respect to those terms and conditions under which the means of transportation or other services provided thereby are offered or supplied by owners, operators, managing agents or agents of public carriers. The Company will not be responsible or liable (for damages, refunds or otherwise) for:
- Mechanical breakdown (except where it is due to negligence on the part of the Company or its agents), government actions, weather, acts of God, strikes, compulsory quarantine or other circumstances beyond its control.
- Failure of the Customer to obtain required documentation (e.g. health certificates, visas, passports etc.)
- Failure of the Customer to follow reasonable instructions including but not limited to check-in and check-out places and times.
The Company reserves the right to withdraw any itinerary or any booking made, or decline or refuse the Customer as a member of the tour, if it appears to the Company that the Customer is likely to endanger the health or safety, or impair the comfort and enjoyment of others on the tour. In any of the foregoing events, the Company's sole liability shall be limited to refund on tour fare paid. The Company reserves the right to take photographs and films of the Customer while on tour with the Company to be used for brochures advertising or publicity materials. The Customer will be informed of use of such materials in publications and other forms of advertising.
15) TERMS AND CONDITIONS AMENDMENTS
The Company reserves the right to change, amend, insert or delete any of the Terms and Conditions, or policies contained in this document, as the case may be, without prior notice.