Please take the time to read and understand the conditions of booking set out below prior to booking a trip with us. We strongly recommend that you also read the tour details relating to your trip prior to booking and to ensure that you understand the itinerary and physical demands of the trip you are undertaking. These terms and conditions may be amended from time to time.
The following terms and conditions together with the general information contained on this website (Terms and Conditions) form the basis of your contract with SGTrek Pte. Ltd.
By joining the event you accept and agree to all the Terms and Conditions as stated below.
Please go through the following Terms and Conditions that govern the relationship between YOU (Client) and SGTrek Pte. Ltd. – STB License No. 03160, 28A Kandahar Street, Singapore 198889 – UEN:201816267K (“THE COMPANY”).
Please note that while booking a trip, you are agreeing to be bound by the Terms and Conditions as well as the cancellation policy and certain limitations of liability. Both parties agree to these Terms and Conditions to resolve any legal or other disputes that may arise during the trip or after the trip.
Important Insurance Condition by STB: If the tour you are booking cost more than S$ 1000/- or paying more than S$ 500 and you are Singapore Resident, we are mandated to advise all guest to purchase a comprehensive Travel Insurance as per present STB licensing condition. It is misconception that insurance should be bought just before leaving Singapore. Most guest are not aware that most insurance cover pre-trip cancelation before commencement of tour provided reasons are based on medical or demise of close relative etc. Recently some of the medium and large agencies close overnight and many guests lost their deposits and fully paid holidays. To protect customers STB stipulate every agent to advice guests to buy travel insurance covering Travel Agent Insolvency. We either need your signed consent form or only need your reply confirming that you will buy your own travel insurance.
You and your traveling companions are deemed to have read, understood and accepted the following terms and conditions.
RESERVATION, DEPOSIT & FULL PAYMENT
1.1 A deposit is required upon reservation. If your minimum deposit is less than the required amount, please top up the difference within the next two days.
All tour packages a deposit of $500 for land tours only, for some trips we collect full payment of the Tour Cost (*As Tour Deposit)
Airfare inclusive trips : As per the cost of ticket, fuel surcharge & taxes must be paid in full before issue of ticket along with land tour cost deposit
Event based trip : As per the event deposits to be made
1.2 Full payment is required no later than one month before departure or as agreed in Individual agreement in writing at the time of booking. If full payment is not received by the stipulated deadline, the Company can’t be held responsible for any cancellation by overseas operator due to delay in payment.
1.3 Payment of deposit does not constitute confirmation of the tour. All group tours are subjected to acceptance of cost based on number of Pax travelling together.
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 charges applied once any tour package booking is made:
Any cancellation by a Client must be made in writing and acknowledged The Company. The cancellation charges are expressed hereafter as a percentage of the total tour price
- Cancellation 30 days or more before departure – Loss of deposit of Tour Package Cost
- Cancellation 29-15 days before departure – 50% of cost of Total Tour Package Cost
- Cancellation less than 14 days before departure – 100% of cost of Total Tour Package Cost
2.3 For tour package or individual components supplied by third parties, e.g. Transport, Permits, Guides, Air ticket, Hotel Bookings, Cruises etc, cancellation fees under the terms and conditions of the respective third parties shall apply plus a minimum handling charge of S$50 per service per person will charged extra.
2.4 Any booking made less than 13 days before departure, no refunds shall be made. Full Total Tour Package Cost will be charged.
2.5 For all cancellations there will a minimum handling charge of S$50 per service per person will charged by THE COMPANY.
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. If due to some unforeseen circumstances the arrangement cannot be finalized and the reservation has to be cancelled, the Company will endeavor to notify the Customer at least one week before departure. At times due to low subscription for a group tour, the Company may choose to cancel the entire tour fourteen days prior to departure.
3.2 The Company may recommend alternative tours either to the same destination or other tours, based on the tour fare of that cancellation period. Should the customer decide not to accept the alternatives, partial of the funds which has already been used eg: Permits/Guides/Hotels/Logistics shall not be refunded to the clients. Balance amount will be paid to the customer accordingly by the Company without further obligation.
3.3 The Customer shall receive the refund within four to six weeks upon the Company notifying the Customer of the cancellation.
3.4 The Company shall also not be held liable for any contingent costs incurred by the Customer arising from the cancellation.
3.5 The Company shall forfeit the bookings of the Customer if they failed to fulfill the Tours/Events sing-up Forms on time. Full tour cost will be charged, no refunds shall be entertained.
3.6 Any trips cancelled due to Act of God, natural disasters funds utilized for those particular trips shall not be refund by the Company. The Company shall also not be held liable for any contingent costs incurred by the Customer arising from this cancellation.
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 utilized 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 refund will be made within four to six weeks in a form of cheque, bank transfer etc. For credit card payment, refund will be made through the credit card company. Banks service charges will be paid by the client.
4.3 Air tickets with refund value will only be refunded to customers four to six weeks after the respective airlines have refunded to the Company. The standard processing period for air tickets refund varies from three to six months (subject to individual airlines).
4.4 During peak period, the refund process may be longer due to increase in transactions.
4.5 No refunds will be made for Membership once the payment is made.
4.6 Any goods purchased from the store is non-exchangeable and no refunds shall be made.
4.7 All Refund for credit payment there will be a service charge of $25/transaction.
AMENDMENT TO BOOKINGS (REQUESTED BY PASSENGERS)
5.1 For any changes in departure date or tour type, cancellation charges apply as listed under section on “Cancellation by the Customer”.
5.2 For every request made regardless of whether any previous amendments were confirmed by airlines, hotel or otherwise name change/Replacement, there will be a minimum fee of S$100 per person per amendment. This does not include any other charges imposed by the airlines, ground operator or hotel.
5.3 Any change made by the Customer to the existing booking must be in writing or in person at least fourteen days before the tour, after which strictly NO amendments allowed, or cancellation charge applies.
5.4 For every request of rechecking of the previous booking or regarding accounts matters of any particular upcoming or past Tours/Events, there will be a minimum fee of $100 administration charges per tour/event.
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 minor changes at any time due to unforeseen circumstances beyond our control.
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 only. All requests must be made before issuance of air tickets. If the extension of stay / deviation is unable to be confirmed four weeks prior to the group’s departure date or issuance of, 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 Extension of stay / deviation will be at passenger’s own expenses and transfer to the airport will not be provided.
7.3 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.
7.4 The air ticket issued is a special ticket, restricted to specific airline only. It is non-negotiable, non-endorsable, non-re-issuable, non- refundable & non-re-routable. 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.
TRAVEL DOCUMENTS, TRAVEL INSURANCE & TRAVEL VOUCHERS
8.1 Passport and other Travel Documents
It is Customer’s sole responsibility to ensure that he / she has a valid passport with minimum 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.
8.2.1 The Customer may seek advice from the Company on visa application; however, it is Customer’s own responsibility to obtain a valid visa.
8.2.2 If for any reason, application for visa or exit permit is rejected, full refund less S$100 administrative fee (excluding visa application fees paid to the respective embassies) will be made if the result of the rejection is submitted to the Company at least 35 days prior to departure. If less than 35 days’ notice is given, relevant cancellation fee as stated under section “Cancellation by the Customer” will be applied.
8.2.3 In consideration for the interests of other passengers in the same group, the Company strongly discourages ALL passengers from applying Visa upon Arrival at destiny country. The Company takes no responsibility being unable to wait for the passengers who apply Visa upon Arrival at the Custom.
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.
8.3 Travel Insurance
8.3.1 Arrangement of travel insurance coverage is strongly recommended with respect to unforeseen circumstances such as trip cancellation, loss of deposit, baggage, personal accident, injury, illness, etc. Under no circumstances shall the Company be constructed 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 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 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.
GENERAL MATTERS RELATING TO TOURS
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. Accommodation for adults is based on twin- share, double or triple-share bedrooms. Please note that the third bed usually will be a “roll-away” bed. Single room occupancy is at additional cost.
The Customer is allowed check-in baggage not exceeding 15-30 kilograms depending on carrier to carrier. Only one piece of hand luggage not exceeding 7 kilograms is allowed on board the aircraft. Excess baggage must be paid directly by the Customer.
Meals, including meals on board flights, are as indicated in the tour brochure / itinerary / tour booking form. If meals on board are not served due to whatever reasons, there shall be no refund or replacement.
9.4 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 upon to do so by the tour manager / tour leader / guide.
9.5 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.
10.1 Tour Fare Includes
Local transport, accommodation, entrance charges, meals and sightseeing program as stipulated in the tour brochure / itinerary / tour booking form. Airfare, fuel surcharges and taxes are included only if guest book the flight ticket from us.
10.2 Tour Fare Excludes
Visa fees, travel insurance, 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 Child Fare
Child fare is applicable to children below 12 years old on the scheduled date of departure from Singapore. The child fare is based on a twin-sharing accommodation with two adults with or without additional bed based on the cost selected. Child half twin is charged as adult cost.
10.4 Mode of Payment
Payment may be made in cash, cheques or credit cards. Cheques will only be accepted if presented to the Company at least seven working days before scheduled payment date as per the payment policy. Credit card payment may incur additional surcharge for special promotion packages, you may refer to our staff for confirmation.
11.1 The Company acts as 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, 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 be caused to person or property. Any losses and/or expenses incurred are the responsibility of the passenger. All proper travel documentation 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 Require any individual to withdraw from the tour if it is deemed that his/her behavior 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 authorized 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 The Company reserve the right to take photographs and films of the passenger while on tour with the Company, to be used for brochures advertising or publicity material without obtaining any further consent from the passenger.
11.6 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.
COMPLAINT & CLAIM
Any complaint / claim had to be made in writing within 7 days from the date of return. No responsibility is accepted in respect of any complaints / claims, which are made after 7 days of return.
The Company reserves the right to change, amend, insert or delete any Tour Booking Terms and Conditions containing in 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 party service providers such as airline or cruise tickets, hotel check-ins etc.
UPDATING OF TERMS AND CONDITIONS:
The Company reserves the right to update and amend these terms and conditions at any time. It is the responsibility of the Client to keep updated with any changes. The current version of terms and conditions will always be found on the website https://sgtrek.com/ and will be the terms referred to in any dispute.
(Last updated on 01Jan2019)