Terms & Conditions
The Terms & Conditions below apply to all arrangements made with Voyale Travel Limited headquartered in Hong Kong. The company was established in 2013. Voyale Travel Ltd. is registered with VOYALE Travel Limited CR. NO. 1966305 and fully licensed & regulated under the laws of Hong Kong S.A.R. License No. 354063.
The following terms and conditions (“booking conditions”) form the basis of your contract with Voyale Travel Limited. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these terms and conditions and agree to them.
In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires and “lead name” means the person who makes the booking. “We”, “us”, “our” and “Voyale” means Voyale Travel Limited.
Voyale Liability, Risk, Responsibility and Limitation
You acknowledge that there are inherent risks involved in participating in any arrangement, including close contact with native fauna and exposure to the harshness of the wilderness. By making a booking, you accept all risks associated with any arrangement. Therefore, Voyale and its respective officers, employees and partners shall be released from any actions, proceedings, claims and demands that you may otherwise have now or in the future against us, as a result of or in connection with, whether directly or indirectly your participation in the arrangement (except where we have breached these Booking Terms), for death or personal injury that you may suffer or incur, whether directly or indirectly, as a result of any failure of us to provide services with due care or skill.
We will not be liable for any loss of enjoyment, financial loss, damage, cost or expense (including without limitation any property damage or personal injury) you suffer from any circumstances outside our influence.
We acts as an intermediary to deliver you arrangements utilizing the products of various partners. While we make every effort – to engage quality suppliers among the airlines, hotels, tour operators and other service providers – to ensure that the various services making up the different tours will be carried out efficiently and as specified, we do not have direct control over the provision of services of our partners and shall not be liable for any loss, damage, injury, additional cost, delay, irregularity that may be occasioned by any error or default, act or omission of any supplier in carrying out the arrangement of any tour or otherwise in connection therewith, including bankruptcy of the company.
Before you book
1. Choosing Your Arrangement
1.1. We are committed to provide you with tailored experiences that fit your requirements. We will gladly assist you with consultation to help you choose the right arrangement.
2. Confirming Your Arrangement
2.1. When you decide to confirm your arrangement with us, please ensure that you cancel any other flights which may have been held for the same dates/airlines, by other Tour Operators/Travel Agents. Failure to do so, may result in the airline subsequently cancelling the flights we have booked, and additional costs being incurred to re-book. It is required to submit us your personal data as mentioned on your travelling documents in order for us to make the reservations on your behalf.
2.2. We will then issue anArrangement Contract with an Invoice which we may require for you to sign. After receiving complete amount as stated on the invoice, we will then start the necessary arrangements, and from this point on, the rights and obligations arising from the contract (including these general terms and conditions) for you and us are effective.
3. Special Requests
3.1. Where a special request eg. diet, room location, twin or double bedded room, a particular facility at a hotel, flight seat requests and/or particular meals etc. is an important factor in your choice of arrangement, you must advise us by written when the booking is made. We are happy to pass your request on to our partners but cannot guarantee that it will be accommodated.
4. If You Have A Disability Or Medical Condition Which May Affect Your Arrangement
4.1. If you have any medical condition or disability which may affect your arrangement or any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any significant change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed.
On your trip
5. Flight Delays
5.1. In the event of a flight being delayed, the respective airline is required to provide, whenever practical, and subject to the airport being able to cater for this:
– over 4 hours, an appropriate meal, and for delays of at least 8 hours extending beyond midnight, overnight accommodation is to be provided wherever possible. However, this will depend on such factors as the expected length of delay, local availability of accommodation, immigration rulings etc. Where long flight delays result in lost holiday time, no refunds are given by hotels for unused accommodation, as rooms are held for delayed arrivals, not re-let. Should we have not been made aware already by the airline about the delay, please inform so that we can help and support you wherever possible.
6.1. Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behavior is causing or is likely to cause danger, upset or damage to property or is persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happens, no refund or compensation would be paid and we will have no further responsibility for your holiday arrangements including return travel not do we liable for any damage that you may have caused.
7. Personal Belongings and Lost Items
7.1. For security reasons valuables should be kept to a minimum and packed in your hand luggage along with your medicines, camera, film, electrical or battery-operated appliances, as well as basic essentials such as a change of clothing and toiletries. It can be easy to lose items but it is your responsibility to look after your property at all times and you must ensure you are adequately covered by comprehensive insurance. If you lose any personal items whilst on holiday, please obtain a written report from a local representative, or police, to help with any insurance claim upon your return. We will not be liable to any loss of personal belongings or other items.
8. If You Have A Complaint During Your Trip
8.1. If you have cause for complaints,, you must bring it to the attention of our local partners and the hotel immediately. They will do their best to rectify the situation. It is unreasonable to take no action whilst on holiday, but then to write a letter of complaint upon return. If you do not raise concerns immediately, this may affect our ability to investigate and take remedial action and it may impact on the way your complaint is dealt with.
9.1. We offer assistance for emergency situations and to help resolve any issues while you are on your trip. The contact details are on your final itinerary. Many destinations have local representation and they should be contacted in the first instance should you have a problem.
Booking & paying for your arrangement
10. Down-payment and Commitment Fee
10.1. We reserve the right to charge a commitment fee and – depending on the nature of a trip – a downpayment. The commitment fee and the downpayment will be deducted upon our final invoice at the end of your final holiday payment.
10.2. The commitment fee is linked to the respective arrangement. Should you not be able to commence subject arrangement, the commitment fee can be used for the next following booking within 6 months after the original payment has been received.
11. Adjustments before the trip commences
11.1. We will arrange to provide you with the various services which form part of the arrangement you book with us. Before your booking is confirmed and a contract comes into existence, we reserve the right to increase or decrease, and correct errors in proposed prices and to change any of the information. Changes will be made known to you at the time of booking.
11.2. A booking reservation will not be executed until a deposit- or downpayment is received by us
11.3. You will be notified by email for the confirmation.
11.4. We regret we cannot accept any liability if we are not notified of any inaccuracy (for which we are responsible) in any document within 10 days of our sending it out (5 days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so.
12. Booking Procedures
12.1. As a general guideline, we ask (in addition to a commitment fee) for a downpayment of 10% of the total travel cost, or any higher downpayment which applies to your arrangement. Once booking is confirmed, this deposit will be non-refundable. Please note some airlines have certain ticketing deadlines and some hotels have certain booking and cancellation conditions and these may affect any cancellation charges.
12.2. When you make a booking, the lead name confirms that you understand and have accepted these Terms and Conditions We reserve the right in our absolute discretion to refuse to accept any booking without necessarily specifying a reason.
12.3. Many airlines now require the full name of all passengers travelling. We will therefore ask you at the time of booking to provide us with your first forename (as shown in your passport) as well as your title and surname. If you wish to make a modification later on, we will try to assist as good as we can and notify you of any additional charges.12.4. Should you wish to change to an alternative featured hotel, this will be charged at the difference in published price, as long as we hold the space required. Additional services will be quoted for upon request.
12.5. Should you wish to extend your holiday by making your own private arrangements, this can usually be done subject to an administrative charge of USD 20.- per person per night. Prices for accommodation only bookings can be quoted on request.
12.6. We accept various methods of payment, however please note that if you choose to pay by credit card, there will be a charge levied. You can of course opt for an alternative method of payment ie: cheque or bank transfer.
13. Peak Season Supplements
13.1. During peak periods such as Christmas and Easter when demand outstrips the supply of airline seats and accommodation, you may find that supplements are added to the cost of your arrangement. The supplements may be for certain departures and/or accommodation on specific dates. They do not necessarily indicate that additional services such as Gala dinners etc will be provided. The cost of these supplements will be quoted to you at the time of booking.
14. ’From Prices’
14.1. We offers you the flexibility to create your own arrangement from the range of accommodation and services available. Because of the wide choice, it is not possible to list every price on every date. A ‘from’ price is indicative of the lowest price available for the hotel or itinerary featured but this may vary depending on a number of factors such as your date of travel and choice of accommodation. To help you in choosing a holiday which is tailor made by us to your requirements, please call our team, or visit our website for further information about services and prices indication. We will be happy to provide you with an up to date quote.
15.1. After an intial downpayment is made or a contract is signed, a booking is taken and a confirmation invoice will be sent to you detailing the total cost due. Full payment must be received not less than 31 days (or 91 days where you book a cruise or unless specified differently through your confirmation) before departure. If we have not received full payment at least 31 days (or 91 days for a cruise booking) before departure, we reserve the right to treat your booking as cancelled by you and forfeit your deposit by way of cancellation charges. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in “Cancellation Policy” section below, depending on the date we reasonably treat your booking as cancelled. If you make a booking within 31 days (91 days for a cruise) of your departure date then you must pay the full cost of the arrangement at the booking stage and respect the cancellation policy as shown below.
16. Travel Insurance
16.1. It is important that you have insurance cover and that it is adequate and suitable for your particular needs. If you fail to take out insurance and have to cancel your booking, you will be charged in accordance with our normal terms and conditions. Furthermore, if you require medical/any other form of assistance whilst on holiday you will not be covered and you in turn may incur significant costs. Please read your policy details carefully and take them with you on holiday. We offer travel insurance as add ons to your travel arrangement.
17. Travel Documents
17.1. After booking you will receive an invoice with all important information relevant to your destination. We strongly recommend you check the details carefully and read the information. Please ensure that you check your flight timings carefully on your tickets. The correct timings, using the 24 hour clock, may have been adjusted since you received your invoice. Approximately 14 days before departure you will receive your e-ticket together with your final itinerary. However in the case of late bookings, changes or late payments, tickets may be emailed to you.
18. Passports & Visas
It is required to have a valid passport to travel outside your home country. Some destinations are required passengers to have visa to enter the country. We will not liable at obtaining your travel documentations, however, we provide visa service at additional cost. The visa approval is subject to the country’s visa section, Voyale in this case will act as a consultant and third party and must be released from all liabilities from visa obtaining.
It is your responsibility to ensure you are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty or expenses being imposed on or incurred by us, you will be responsible for reimbursing us accordingly.
Amendments and Cancellations
19. Changes Or Additions To Your Arrangement
19.1. If you want to change any part of your arrangements after the Travel Documents issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking. If it is possible to make the change, it may be subject to an administration charge of USD 100 per booking, and payment of any further costs incurred as a result of the change.
20. Transferring Bookings
20.1. If any person named on a booking is prevented from travelling as a result of illness, the death of a close relative, jury service or other significant reason, we will agree to that person’s booking being transferred to another person (introduced by you) who satisfies all the conditions applicable to the arrangement, subject to both persons accepting liability for full payment of the holiday cost and all costs and charges incurred by us and/or incurred or imposed by any of our suppliers in order to make the transfer.
20.2. We must be given at least 14 days notice of the transfer request. An administration charge will be made of USD 50 per person for requests made more than 31 days (91 days for a cruise) before departure, and USD 100 per person within 31 days (91 days for a cruise) before departure.
20.3. For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight. If you request to change all names on a booking, this will be considered as a cancellation and new booking and full cancellation charges will apply’.
21. Cancellations by clients
21.1. If you or anyone on your booking decides to cancel the arrangement, the lead name must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24-hours by the lead name. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24-hours of the original notification.
21.2. A cancellation invoice will be sent to you within 7 days, if you do not receive this please contact us immediately in order to prevent an increase in charges. Should you already be in receipt of your airline tickets please also return these to us along with your cancellation request.
21.3. The following scale of charges will be payable unless stated otherwise depending on when the notification of cancellation is received. Insurance premiums and amendment charges are not refundable in the event of cancellation. References to the deposit include all sums paid or payable at the time of booking.
|Period prior to departure notice of cancellation is received by us||Cancellation charge per person cancelling|
|Prior to 31 days:||loss of initial deposit (91 days if your booking includes a cruise)|
|30 – 15 days:||50% of total holiday cost(91 – 42 days if your booking includes a cruise)|
|14 days or less:||100% of total holiday cost|
NB: Cancellation will be actioned during working days/hours only. For notice falls on Saturdays, Sundays, and Hong Kong public holiday, it will be counted to receive on the next following working day. In certain cases the airline may have applied certain ticketing deadlines to your booking and this may result in higher cancellation charges. This also applies to certain hotels, who may often charge a higher cancellation fee regardless of the above-mentioned timeframes, and you may therefore be charged a higher amount than detailed above. It is therefore important to enquire for details at the time of booking and cancellation.
21.4. We would strongly recommend that you take out appropriate travel insurance which provides cover against loss of deposit or cancellation fees. If you have taken advantage of an airline offer as detailed on the relevant page and paid a higher deposit, the cancellation charge payable by you will be the higher of this deposit or the appropriate cancellation charge detailed above.
22. Amendments and Cancellation by us
22.1. We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking.
22.2. We plan arrangements a long time in advance of your arrangement using independent suppliers such as airlines, hotels etc., over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, occasionally, changes are significant. A price increase can be made under these scenarios:
a) Subsequent increase of transport, accommodation, rental costs (including the fuel surcharge for transport services)
b) Newly introduces or increased state taxes or fees (such as airport taxes, landing fees, security fees, disembarkation fees, road taxes, etc)
c) Change of exchange rates of more than 3%
22.3. If the price increase more than 10 percent of the entire invoice amount is, you are entitled to the rights of:
a) you can accept the amendment of the treaties;
b) you can withdraw in writing or by E-Mail within 5 days of receiving our notice of the contract and you will receive the already paid price immediately refunded;
c) or you can tell us our communication in writing or by E-Mail within 5 days of receipt, that you want to participate in an equivalent replacement travel proposed by us.
22.4. We strive to offer you such. The substitute trip is cheaper, is the difference in price refunded. If the spare travel is more expensive, is the originally agreed price to pay. (Should there is no further feedback from you referred to point b) or c) to us within 5 days, we assume you agree to the price increase, and the booking will continue as agreed).
23. Changes Due To Circumstances Beyond Our Control
23.1. Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of “force majeure”. In these booking conditions, “force majeure” means any event or circumstances which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics, fire and other situations which are outside our control.
24.1. Should any event takes place for you to prematurely cancel the trip, the price of the travel arrangement will not be refund. For any services that may be refunded from our partners and not being charged to us, we will refund accordingly. In urgent cases (E.g. own illness or accident, serious illness or death of a close person) of the service providers that might caused the premature return journey, we encourage you to contact immidately our partners or our duty officer who will assist you immediately. Any extra logistic costs occur, ie: transportation, etc., will be charged accordingly to your invoice. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
24.2. On the other hand, very rarely, we may be forced by “force majeure” to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.
After returning from your trip
25.1. Your feedback is really important to us. After returning from your trip, we would like to know if you have had a great time or whether there are any areas of improvements.
26. If You Had A Problem
26.1. If a problem remains unresolved during your arrangement, you should make a complaint in writing to Voyale within 28 days of the completion of your arrangement. Please remember to quote your holiday booking number and daytime telephone number. We will reply to you within 28 days of receipt of your letter.
27. Dealing With Complaints
27.1. We are obliged to maintain a high standard of service to you. We certainly hope that we can settle any holiday complaints amicably.
28. Law & Jurisdiction
28.1. We both agree that Hong Kong Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (“claim”). We both also agree that any claim (and whether or not involving any personal injury) must be dealt with under the HATA arbitration scheme.