You are deemed to have read, understood and accepted the following policies (collectively called the “Terms and Conditions”).

1. Reservation, Deposit and Full Payment

A deposit of 50% of tour fare or S$1000 per traveller (whichever higher) is required upon reservation. This deposit will form part of your final payment. Payment of deposit does not constitute confirmation of the tour components. Full payment is required upon confirmation of services or no later than 14 days prior to departure (whichever earlier). If you fail to make full payment by the stipulated deadline, we shall be entitled to treat your reservation as cancelled and to impose a cancellation fee, in accordance with clause 2 below, and to apply the deposit toward settlement of the cancellation fee, with any balance owing to be payable within 7 days, without any recourse by you against us

2. Cancellation by Traveller – Payment and Cancellation Fee

Unless otherwise stated in writing, you may cancel your reservation at any time in writing before the designated departure date, subject to payment of a cancellation fee to us, to be computed based on the table below. In such event, you shall additionally be responsible for any non-refundable airport taxes and miscellaneous surcharges imposed by the relevant airline(s). Should there be a refund of airport taxes or miscellaneous surcharges by the airline(s), we shall be entitled to charge an administrative fee of S$50, to be deducted from the refunded amount, for processing the refund. Please note that any change of departure date, traveller’s name (other than correction of typographical errors) or the reservation is considered a cancellation and a cancellation fee will apply.

• Cancellation notice before full payment – full deposit forfeiture
• Cancellation notice 14 days before departure – 75% of tour fare forfeiture
• Cancellation notice less than 14 days before departure – 100% of tour fare forfeiture
• Cancellation for hotel and/or air ticket bookings only – stipulated hotel or airlines penalty applies

3. Amendments by Customer

Any change to the identity of a traveller or to the designated departure date shall be deemed a cancellation of the reservation and a cancellation fee, as set out in clause 2 above, will apply. Subject to that, you may submit a written request for an amendment to the details of a reservation, such as rectification of typographical errors in a traveller’s name, changes to flight itinerary and accommodation, at any time. We will endeavour to accommodate or facilitate your request but cannot assure you that it can be effected. In particular, you may not be able to effect any change to certain arrangements, such as the issue of special airfare tickets. Where the change is possible, you shall be responsible for all additional charges and administrative fees that may be incurred to effect the change. We will endeavour to confirm the status of any request for an amendment within 14 days of receiving the written request.

4. Refund Payment Mode

For payments made in cash or via NETS, cheque or bank transfer, refunds will be made by way of cheque and will generally be processed within 2 to 4 weeks from the date of cancellation. For credit card payments, refunds will be made via the respective credit card company and will generally be processed within 4 to 6 weeks from the date of cancellation. For payments made via travel gift voucher, refunds will be made via a credit voucher to be issued by us 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.

5. Travel Documents and Travel Insurance

Passport and Other Travel Documents

Subject to this clause, each traveller is solely responsible for ensuring that his or her passport or other travel document is valid for at least 6 months from the expected date of departure from the last point of departure in the itinerary and that he or she 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 country (ies).

If a reservation has to be cancelled because the traveller is unable to obtain a visa or other travel document required, the relevant cancellation fee under clause 2 above will apply. We shall not be responsible, under any circumstances, for any loss, damage or expense, or to reimburse or refund any part of the tour fare, should any traveller be deported or refused entry by the immigration authorities of any country, for any reason, including irregular travel documents, quarantine restrictions, customs regulations, import/export restrictions, executive or administrative orders, possession of unlawful items or other criminal activities.

Each traveller is also solely responsible for ensuring that his or her name as provided to the Company and reflected in the itinerary with the name in his or her passport or travel document. If any amendment to such name is required, all applicable fees and charges shall be borne by the traveller.

Visa Applications

We may, from time to time, assist a traveller to submit a visa application for a fee, but do not guarantee the outcome or approval of any such application. Different embassies or consulates require varying lengths of time to process visa applications and, accordingly, any traveller seeking our assistance to apply for a visa must check with us as soon as possible on the applicable visa requirements.

Travel Insurance

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 and medical emergencies. We shall not be responsible, under any circumstances, for any such matters.

6. General Matters Relating to Private Tours

Baggage Handling/Lost or Damaged Baggage

Travellers will be allowed check-in and hand-carry luggage according to the respective airlines’ regulations. Excess baggage must be paid locally by the travellers. We will not be responsible for the loss, damage or theft of any item(s) belonging to a traveller throughout the duration of the Tour.

Meals

Meals, including meals on-board flights, are as indicated in the Private Tour itinerary/booking form. No refunds or replacements will be provided if the on-board meals are not served for any reason.

Travelling with Minors

Travellers under 18 years of age (as at the scheduled departure date) must be accompanied by an adult. If any person under 18 years old 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. It is also the traveller’s sole responsibility to ensure that the requirements of any relevant airline and/or regulatory authority relating to minors are complied with.

Pregnancy

It is the responsibility of travellers who are pregnant to ensure that they have a doctor’s certification that they are fit for travel. Notwithstanding any such doctor’s certificate, third party providers, such as airlines or cruise companies, have the sole discretion to disallow a pregnant traveller to board the relevant flight or cruise or to undertake certain activities and no refund shall be payable in such event.

Special Requests

It is the Customer’s sole responsibility to inform the Company of any special request that a traveller may have, such as special dietary requirements, special seating arrangements, requests for adjoining rooms, requests for a smoking room, etc. at the time of reservation. All requests are subject to availability and confirmation, and we will not be responsible if any such request is not or cannot be met for any reason.

7. Rights, Disclaimers and Indemnity

Without limiting any other provision of these Terms and Conditions, to the fullest extent permitted by law, we shall not be responsible or assume any liability to any traveller for:

• • any injury, damage, loss or delay affecting any person or property not arising from our own negligence or breach;
  • any loss, damage, cost, expense or delay suffered or incurred due to circumstances beyond our reasonable control, including but not limited to: actions or omissions of third parties (including any applicable third party service providers); mechanical breakdowns; a Force Majeure Event; a failure by the traveller to comply with any of his or her obligations hereunder; a failure by the traveller to possess, obtain or maintain any travel documentation required for the tour (e.g. health certificates, visas, valid passports, etc.); a failure by the traveller to follow reasonable instructions, including but not limited to noting and complying with specified check-in and check-out and/or meeting places and times.

To the fullest extent permitted by law, our maximum liability to any traveller for any loss, damage, cost and/or expense shall in no event exceed the amount of the tour fare paid to and received by us in respect of such traveller.

In no event shall we be liable for any punitive, special, indirect or consequential loss or damage, including loss of production, profit, revenue or contract or loss of or damage to goodwill or reputation.

You agree to indemnify us, our affiliates and our respective officers, directors and employees, immediately on demand, against all claims, liabilities, damages, costs and expenses, including legal fees (on a full indemnity basis), arising out of any breach of these Terms and Conditions by you.

8. Miscellaneous

We reserve the right to change, amend, insert or delete any of these Terms and Conditions, or policies contained therein, from time to time. The latest copy of these Terms and Conditions is maintained and made available on our website. Customers and travellers are responsible for periodically checking our website to update themselves on the latest Terms and Conditions.

9. Feedback Mechanisms

We welcome feedback from our customers. Should you have a complaint on the tour, you should inform our representative during the course of the tour and if matter cannot be resolved after our representative’s best endeavours to do so during the tour, your complaint should be made in writing to the Company at hello@shangetaways.com.