Tour Booking Terms and Conditions (Full version)

You and your traveling companions are deemed to have read, understood and accepted the following Terms and Conditions. EU Asia Holidays Pte Ltd shall be referred to as “the Company” in the following:

1

RESERVATION, DEPOSIT & FULL PAYMENT

 

1.1

If your minimum deposit is less than the required amount, kindly top up the difference within the next two (2) days.

Tour Type

Min Deposit Required Per Person

All Group Tour Packages (except Japan Tour, Private Tour & Special Departure Tour)

  $800.00

Japan Tour, Private Tour & Special Departure Tour

  $1,000.00

Land Arrangement, Free & Easy Packages & Cruises

80% of total tour fare

Tour organised by third (3rd) parties (e.g. luxury cruise, overseas land operator, airlines etc.)

Amount per Terms & Conditions stipulated by principal suppliers

1.2

Payment of deposit does not constitute confirmation of the tour. All group tours are subject to a minimum group size (as determined by the Company) in order for the confirmation to be effected and for the departure to be finalised.

1.3

 

Full payment is required no later than fourteen (14) days prior to departure. In case of tours in peak season, full payment must be made one month before departure. If full payment is not received by the stipulated deadline, the Company reserves the right to forfeit the deposit and cancel the reservation. In such an event, the cancellation fee as stated in Section 2 is payable by the Customer.

1.4

By making deposit and balance payment, it is deemed that you have read, understood and accepted the Tour Booking Terms and Conditions in the booking form.

1.5

The Company reserves the right to request for a top-up on initial deposit for immediate issuance of air tickets, to avoid incurring additional surcharges.

1.6

Customers must top-up the deposits for ticket issuance as and when the air-tickets are required to be issued by the airlines at the stipulated dateline without prior notice. Failure to do so, the Company has the right to cancel the tour and the deposit will be forfeited.

1.7

Any amendment within fourteen (14) days or after tickets have been issued, amendment fee would be the same as cancellation fee as stipulated in the Terms and Conditions.

 

 

2

CANCELLATION BY THE CUSTOMER

2.1

Cancellation of booking must be made in writing or in person to avoid any misunderstanding.

2.2

The following cancellation fees apply once any group tour package booking is made:

No. of Days between departure and receipt of cancellation notice

Cancellation fee per person

35 Working days or more

100% of the minimum Deposit Amount

15 to 34 workings days

100% of the minimum Deposit Amount or 50% of tour fare + taxes, whichever is higher

08 to 14 workings days

100% of the minimum Deposit Amount or 75% of tour fare + taxes, whichever is higher

07 working days and below

Full tour fare + taxes

2.3

The above cancellation fees apply if the air-tickets are not issued. Once the air-tickets are issued, any cancellation shall be full tour fare and taxes. The Company reserves the right to issue air tickets without prior notice. If the deposit amount is insufficient to cover the cancellation fee, the Customer must pay for the difference.

2.4

Any cancellation from a confirmed group for whatsoever reasons that result in the group falling below minimum group size for the tour to depart, full tour fare and taxes as the cancellation fee applies.

2.5

‘Working days’ refers to Mondays to Fridays excluding public holidays.

2.6

 

2.7

For Free and Easy packages, administrative fees and / or one (1) night hotel rate will be imposed for those travel documents not issued. Upon issuance of travel documents, changes will not be allowed and has no refund value.

For any cancellation of one customer in a twin/double sharing room, the other customer sharing the same room will need to top up an additional single supplement charge unless the customer who cancelled had paid the full tour fare and taxes as the cancellation fee.

3

CANCELLATION BY THE COMPANY

3.1

The Company acts as an agent for service suppliers. After deposit or full payment has been made, all arrangements are still subject to final confirmation by service suppliers. At times due to low subscription for a group tour, the Company may choose to cancel the entire tour fourteen (14) days prior to departure.

3.2

The Company shall also not be held liable for any contingent costs incurred by the Customer arising from the cancellation.

3.3

The Company may recommend alternative tours either to the same destination or other tours, based on the current tour fare of that cancellation period. All prior special discounts given will be not extended for the alternative tours. Should the Customer decide not to accept the alternatives, a full refund on the amount paid by the Customer will be made accordingly by the Company without further obligation or liabilities on the part of the Company and that the Customers shall be deemed to have agreed to release the Company from all liabilities or damages in connection with the cancellation. There shall be no claim for inconvenience, loss of leave and transportation cost due to the cancellation of tour.

4

REFUND POLICY

4.1

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 when the Customer amends, cancels or otherwise changes any arrangements after commencement of the tour.

4.2

All refunds will be made within four (4) to six (6) weeks in a form of cheque. For credit card payments, refunds will be  made through the credit card company.

4.3

Air tickets with refund value will only be refunded to Customers four (4) to six (6) weeks after the respective airlines  have refunded to the Company. The standard processing period for air tickets refund vary from three (3) to six (6) months (subject to individual airlines). However, Group and Promotional Tickets are non-refundable.

4.4

During peak period, the refund process may be longer due to increase in transactions.

5

AMENDMENT TO BOOKINGS (REQUESTED BY PASSENGERS)

5.1

For any changes in departure date or tour type, cancellation charges apply as listed under Section 2 on Cancellation by the Customers.

5.2

For every request made regardless of whether any previous amendment was confirmed by airlines, hotel or otherwise, there will be a minimum fee of $250.00 per person per amendment. This does not include any other fees imposed by the airlines, ground operator or hotel.

5.3

A postponement of tour by Customer for any reason is considered as cancellation. Under such circumstances, the above Cancellation Policies will apply accordingly.

5.4

Any changes made by the Customer to the existing booking must be in writing or in person at least fourteen (14) days before the tour, after which strictly NO amendments are allowed, or cancellation fee applies.

5.5

Any replacement or changes of passengers will be considered as a cancellation and not an amendment. This term is applicable to all cases, including but not restricted to medical and pregnancy cases.

6

AMENDMENT TO TOUR ITINERARY BY COMPANY

 

The Company makes reasonable effort to avoid changes in the itinerary. However, the Company reserves the right to make any changes at any time due to unforeseen circumstances, especially during peak periods or in the event of other circumstances beyond our control.
 

7

EXTENSION OF STAY / DEVIATION

7.1

Extension of stay may be permitted at the end of tour, subject to the restriction of the air ticket, seat availability and hotel confirmation prior to the commencement of the tour. All requests must be made before issuance of air tickets. If the extension of stay / deviation is unable to be confirmed three (3) weeks prior to the group’s departure date, the passenger is deemed to stick to the original tour schedule. In the event that the original schedule has been changed by the Company, any extra cost will be borne by the Customer.

7.2

Cancellation fee is also applicable if the Customer cancels the booking because the extension / deviation is unable to confirm prior to departure.

7.3

Extension of stay / deviation will be at the Customer’s own expense and transfer to the airport will not be provided.

7.4

It is the Customer’s responsibility to hold firm confirmation of their return flight and to re-confirm their flight 72 hours prior to their return date.

7.5

The air ticket issued is a special ticket, restricted to the specific airline only. It is non-negotiable, non-endorsable, non-reissuable, non-refundable & non-reroutable. Any alteration in routing or dates by the Customer is solely at his/her own risk. The Company and its associated agents will not be held responsible for any inconvenience caused and extra expenses incurred. No refunds will be made for any unused air ticket, accommodation, meals, or sightseeing in part or full.

8

TRAVEL DOCUMENTS, TRAVEL INSURANCE & TRAVEL VOUCHERS

8.1

Passport and other Travel Documents

 

It is the Customer’s sole responsibility to ensure that he / she has a valid passport with minimum six (6) months validity from the date of scheduled return to Singapore, as well as the necessary visas, vaccinations, health certificates and all necessary travel documents as required by various government authorities of the destinations of travel.

8.2

VISA

 

The Customer may seek advice from the Company on visa application; however it is the Customer’s own responsibility to obtain a valid visa.

8.2.1

If for any reason, application for visa or exit permit is rejected, cancellation fee as stated under section 2 Cancellation by the Customer will be applied.

8.2.2

It is the Customer's responsibility to check that multi-entry VISAS have the correct entry dates and destinations before travelling. Please be aware that for some itineraries you may travel through a country without making an overnight stop but you will still require a VISA to enter/exit the country.

8.2.3

In consideration of the interests of other passengers in the same group, the Company strongly discourages all passengers from applying for Visa upon Arrival at destination country. The Company takes no responsibility for being unable to wait for the passengers who apply for Visa upon Arrival at the Customs.

8.2.4

The Company will not be responsible for any expenses, reimbursement or refund of the tour fare if the Customer is deported or refused entry by immigration authorities on the tour for whatever reasons, including improper travel documents, quarantine, custom regulations, possession of unlawful items or irregularities that may cause harm or damage to person or property.

8.2.5

For non-Singapore passport holders, please request for the Company to check on Visa requirements. The Company renders assistance in Visa application wherever possible. The Company cannot, however, guarantee the approval of Visa applications. This service is subject to (auxiliary) fees. Please check with the Company on the amount.

8.3

Travel Insurance

8.3.1

Arrangement of travel insurance coverage is strongly recommended with respect to unforeseen circumstances such as flight cancellation, trip cancellation, loss of deposit, baggage, personal accident, injury, illness, etc. Under no circumstances shall the Company be construed as a carrier under a contract for safe carriage of the Customer or his / her baggage and other personal belongings.

8.3.2

The Company shall not be responsible for any loss or damage in relation to flight cancellation, trip cancellation, loss of personal baggage, accidents, injuries and illness.

8.3.3

Should there be any amendment to the date and duration of travel, it is the Customer’s responsibility to inform the travel insurance company to amend the date and duration of the insurance coverage.

8.3.4

The Company will be pleased to assist in the enquiries of any travel insurance and related matters.

8.4

Travel Vouchers

 

The Company issues travel vouchers 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

9.1

Accommodation

 

Accommodation is as specified in the tour brochure / itinerary / tour booking form. In the event the specified accommodation is not available, every effort will be made to scout for an alternative in another accommodation of similar standard. Hotel room sizes, facilities and services may vary in different country. Accommodation for adults is based on twin-share, double or triple-share bedrooms. Different room type might not be on the same level. Single room occupancy comes with an additional cost.

9.1.2

A triple room is the same size as a twin-share room. The third bed is always a roll-away bed or sofa bed added into the room. As a result, you may feel that the room is very cramped and small.

9.2

Special Request

 

If there are any requests regarding special meals, dietary requirements, adjoining rooms, flight seating arrangement and so on, please inform the Company upon booking. However, such requests are strictly subject to confirmation and availability by the airlines/hotels.

9.3

Baggage

 

The Customer is usually allowed check-in baggage not exceeding twenty (20) kilograms. Only one piece of hand-luggage not exceeding seven (7) kilograms is allowed on board the aircraft. Excess baggage charges must be borne by the Customer and are subject to individual airlines' company policy.

9.4

Meals

 

Meals, including meals on flights, are as indicated in the tour brochure / itinerary / tour booking form. In the event where in-flight meals are not served due to whatever reasons, there shall be no refund or replacement.

9.5

Seat Rotation

 

For the convenience of all members of the group, passengers may be requested to rotate their seating arrangements on the coach during the period of the tour. Please cooperate when requested to do so by the tour manager / tour leader / guide.

9.6

Single Supplement

 

9.7

Please note that customers paying for single room occupancy supplement charge will be allocated a single room. The single room supplement charge as indicated in the booking form applies. Hotels will try their best to upgrade twin/double room for guests who opt for single room occupancy, but this may not be possible in the event when hotel occupancy rate is high.

Flights

The tour group might be comprised of flights on different airlines, so the Tour Manager may not be on the same flight as the group. If the group is not on the same flight as the Tour Manager, the group will have to proceed to transit on their own. There will be a check-in staff at Singapore Changi Airport to assist the group to check in if the Tour Manager is not flying together.

10

PRICING POLICIES

10.1

Tour Fare Includes

 

Return economy class group tour air ticket, local transport, accommodation, admission fees, meals and sightseeing programme as stipulated in the tour brochure / itinerary / tour booking form.

10.2

Tour Fare Excludes

 

Airport taxes, airport security taxes, airline insurance surcharges, fuel taxes, visa fees, travel insurance, customs user fees as specified by the airlines and airport authorities; local transfer not stated in the itinerary (e.g. free & easy, deviation), laundry, excess baggage charges, beverages, room services, gratuities to drivers and tour managers / local guides and tips to hotel porters (if any); and personal expenses. Please refer to the Company for visa fees, gratuities to drivers and tour managers / local guides, and tips to hotel porters.

10.3

Cancellation Charge

 

For Clause 2 – Cancellation By The Customer - tour fare refers to the selling tour fare plus airport taxes, airport security taxes, airline   

insurance surcharges and fuel taxes.

10.4

Child Fare

 

Child fare is applicable to children below twelve (12) years old on the scheduled date of departure from Singapore. The child fare is based on a twin-sharing accommodation with two adults and no additional bed will be provided. A surcharge will be imposed where an extra bed is required for the child or where the child occupies a room with only one adult.

10.5

Mode of Payment

 

Payment may be made in cash, by NETS, cheques or credit cards. Cheques will only be accepted if presented to the Company at least seven (7) working days before scheduled tour departure. NETS & Credit card payment may incur additional surcharge for special promotion packages, you may refer to our staff for confirmation. Overseas Bank transfer may incur additional surcharge and to be borne by the Customer.

11

RESPONSIBILITY

11.1

The Company acts as an agent for the carriers, transportation companies, hotels and other principals of the tour packages. The Company accepts no responsibility for any injuries, losses, damages, accidents, flight cancellations, delays, theft, quarantine, customs regulations, strikes, weather hazards, political unrest, changes in itineraries, deportation or refusal of entry by Immigration Authorities resulting from improper travel documents, possession of unlawful items or irregularities that may cause damage to person or property. Any losses and/or expenses incurred are the responsibility of the passenger. Ensuring all proper travel documentation is in place is the sole responsibility of the Customer.

11.2

The failure of the Customer to follow reasonable instructions, including but not limited to, check-in and check-out places or times or other cause and the losses and/or expenses resulting therefore shall be borne by the Customer.

11.3

The Company reserves the right to:

11.3.1

Alter tour itineraries, travel arrangements, accommodation due to unforeseen changes.

11.3.2

Cancel any reservations prior to departure for reasons, including but not limited to insufficient number of participants. The Company will recommend alternative tours, preferably to the same destination or to other destinations. Should the Customer decide not to accept the alternatives, the deposit or tour fare is to be refunded without further obligation on the part of the Company, upon the Customer’s surrender to the Company of all documents issued by the Company for the purpose of the tour package.

11.3.3

Require any individual to withdraw from the tour if it is deemed that his/her behaviour is detrimental to or incompatible with the health, safety, interests, harmony and welfare of the other tour participants and the tour group as a whole. Under such circumstances, the Company shall be under no liability thereafter to any such person.

11.3.4

To specify the language in which the tour guide will conduct commentary in.

11.4

No tour guides, tour managers, tour leaders or other employees or agents of the Company are authorised to commit the Company to any liability and the Company shall not be bound by any statement or representation unless it is in writing and signed by a Management Executive of the Company.

11.5

All verbal agreements must be stated in writing and duly signed by the Manager.

11.6

The Company reserves the right to take photographs and videos of the Customer while he/she is on tour with the Company, to be used for advertising in brochures or publicity materials without obtaining any further consent from the Customer.

11.7

All tour fares for the respective tour packages are correct at the time of reservation. The Company reserves the right to revise the tour fares and to determine the date of commencement of such revised tour fares.

12

COMPLAINT & CLAIM

 

Should you encounter a problem during your tour, please inform EU Asia Holidays Tour Leader or local supplier immediately, who will try to make things right. If the matter was not resolved locally, please submit a feedback to EU Asia Holidays in writing within seven (7) days from the date of return. It is important to provide us the information quickly. Please quote your booking reference number and all relevant information. Failure to follow this procedure may delay or deny us the opportunity to investigate and rectify the problem, which may affect the way your complaint is dealt with and your rights under this contract.

13

MISCELLANEOUS

 

The Company reserves the right to change, amend, insert or delete any Tour Booking Terms and Conditions contained within this document, as the case may be, without prior notice. The Tour Booking Terms and Conditions complement those Terms and Conditions contained in the relevant documents provided by third (3rd) party service providers airlines or cruise tickets, hotel check-ins etc.