Terms And Condtions
The Customers are deemed to have read, understood and accepted the following tour booking terms and conditions. The Experiences Firm Pte Ltd shall be referred to as “Company” in the terms and conditions below.
TaThe Customers are deemed to have read, understood and accepted the following tour booking terms and conditions. The Experiences Firm Pte Ltd shall be referred to as “Company” in the terms and conditions below. ble of Contents
1) Reservation, Deposit and Full Payment
All bookings & reservations will be on first come first served basis.
To confirm your booking, you must place a deposit with us, and also submit to us accurate and complete passport details, for yourself and each person accompany you on the Package Tour within 3 working days of your written confirmation to proceed with the Package Tour or within our stipulated deadline; whichever is earlier. We reserve the right to withdraw the reservation if you or any persons in your travel groups fail to place deposit and submit passport details on time.
| Type of Package Tour | Minimum Deposit Per Person | Final Payment |
| Group Tour / Free & Easy / Basic Package Tour | 50% of total tour fare | 30 days prior to departure |
| Travel Components only:
Air Tickets, Cruises, Ferry, Coach, Vehicle Rental, Hotel Accommodation, Admission tickets |
100% of total tour fare | – |
Payment of the deposit and confirmation of the booking does not constitute confirmation of the tour. All Package Tours may be subjected to minimum group size (determined by the Company at our absolute discretion). We will notify you as soon as possible once your Package Tour has been confirmed.
Deposit made to us will form part of your final payment. If final payment is not received within the timeline stated above, the Company reserves the right to forfeit the deposit and cancel the reservation.
2) Cancellation
2.1) Cancellations by Customer
All Cancellations of reservation by the Customer must be made in writing and received by the Company. Cancellation fees payable by Customer will apply as follows:
| Number of days between Departure Date and Notice of Cancellation | Cancellation fee per passenger |
| More than 30 days | 100% of Minimum Deposit |
| Within 14 days | 100% of total tour fare |
For travel components supplied by third parties, eg. Cruises, airlines, hotels, overseas land operators, trains, car rental etc, additional cancellation charges may apply.
2.2) Cancellations by Company
Please note that the Company is acting as an intermediary for travel services rendered by third party service providers. Even after deposit or full payment has been made, all arrangements are still subject to final confirmation by relevant third party service providers. 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 14 days before departure.
If minimum group size is not achieved 30 days before the scheduled departure date for a Package Tour, the Company reserves the right to cancel all reservations for the Package Tour.
The Company may, if it so decides, will recommend alternative tour or travel service options. 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 Customer 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.
3) Amendment
3.1) Amendment by the Company
The Company makes reasonable effort to avoid changes to the itinerary. However, the Company reserves the right to make changes to the itinerary, travel arrangements, hotel reservations at any time (without prior notice and compensation) due to unforeseen circumstances.
3.2) Amendment by Customer
Unlimited amendments can be made prior to booking confirmation. Once booking is confirmed, Customer must submit a written request for amendments; such as typographical errors in a passenger’s name*, changes to flight itinerary and accommodation, change of tour programmes, and will incur our minimum administrative fee of S$50 per change and any additional amendment charges by third party service providers. Any change to the identity of a passenger shall be deemed a cancellation of the booking and cancellation charges as stated will be applied accordingly.
*Please note that it is the passenger’s responsibility to provide the Company with the correct information as shown on the passenger’s passport and ensure that there are no errors or omissions in the flight details on your itinerary and air tickets immediately upon receiving them. Passengers may be denied flight boarding by the airlines if errors are discovered only upon check-in at the airport.
3.3) Amendments by Customer Pertaining to Flight / Cruise / Train Tickets
As the Flight / Cruise / Train Ticket issued is a special ticket restricted to the specified airlines / ferry operators / train operators only, it is non-negotiable, non-reissuable, non- refundable. Any amendment to Flight / Cruise / Train tickets, including change to departure date / return date / port of entry / transport service provider, is subjected to the conditions, ticket validity, additional charges and seat availability etc., stipulated by the respective organisations. The Company reserves the right to issue the Flight / Cruise / Train tickets anytime after a booking is made and before the departure date. After issuance, it will be subject to cancellation / amendment charges applied by the respective organisations and our S$50 administrative fee. Any alteration of the routing or change of date by the passengers is solely at his/her own risk. The Company and its associated agents shall not be hold responsible for any inconvenience caused and any extra expenses incurred will be borne by the passengers.
4) Refund Policy on Unused Portion of Package Tour
No refund, either in full or in part, will be made with respect to all arrangements for air tickets, transportation, accommodation, meals, sightseeing tours or other services which are included in the Package Tour fare but not utilised by the passenger, or where the passenger amends, cancels or otherwise varies such arrangement after commencement of the Package Tour. If, after a Package Tour has departed, any service(s) in the itinerary cannot be fulfilled or any change(s) to the itinerary are necessitated for any reason(s) beyond our control, especially during peak seasons or upon the occurrence of a force majeure event, such as act of God, earthquake, fire, tsunami or other natural disasters, weather conditions, war, civil unrest or terrorist attacks, government or legislative actions, strikes and labour unrest, diseases or pandemics, compulsory quarantines, or other similar event(s) ("Force Majeure Event"), we reserve the right to make reasonable changes to the itinerary but shall endeavour where possible to arrange for the provision of a comparable alternative service. Should you reject our offer of an alternative service, we shall not be obliged to refund any fee paid by you in respect of the unfulfilled service(s), but may do so, on a case by case basis.
5) Extensions of Stay or Deviations
Any request for an extension of stay or deviation from the Package Tour itinerary must be in writing and may be permitted, subjected to the applicable validity periods, restrictions on air tickets or seat confirmation and availability of accommodation.
We will endeavour to accommodate your request but cannot assure you that it can or will be effected. If, for any reason, we are unable to confirm your request, the request shall be deemed withdrawn and you shall be deemed to have consented to the original itinerary.
Any extension or deviation will be at your own expense and risk, and separate transfers to and from the airport will not be provided. The Company and its associated agents shall not be held responsible for any inconvenience caused and all extra expenses (including a reasonable administrative fee, to be determined in our discretion) incurred to process the request for an extension or deviation will also be borne by you.
6) Travel Documents – Passport and Visa
Each passenger is solely responsible to ensure that his/her passport and other relevant travel documents are valid at least 6 months from the expected date of departure from the last point of departure in the itinerary and that he/she has all the necessary visas, vaccinations, health certificate, and all necessary travel documents as per required by the various Government authorities of the countries to be visited. (e.g. Exit Permit, Work Permit, Social Work Pass etc.).
The Company may assist you to obtain the necessary visa at the request of the Customer. Service Charges and Visa Fees will be borne by the Customer. The Company does not guarantee the approval of the Visa application. If for any reason, application for Visa or exit permit is rejected, the Customer must make known to the Company prior to departure, and relevant cancellation and administration charges as stated will apply. The Company cannot be held liable if the Customer is refused entry by any country on the tour for whatever reasons, including lack of necessary Visa.
7)Travel Insurance
All passengers are strongly advised to purchase travel insurance prior to the commencement of the tour or travel arrangement. Under no circumstances is the Company to be construed as a carrier under contract for safe carriage of passenger or his/her baggage & belonging. The Company will be pleased to assist in the enquiries of travel insurance.
8) Payment Mode
Tour fares are quoted by the Company in Singapore Dollars and payments can be made in cash, by cheque, or internet banking.
9) General Matters Relating to Tours
9.1) Covid 19 Matters
Due to the ever-changing situation and policies with regards to the management of Covid- 19 in Singapore and other countries, the Company is not liable to any changes and cost differences arising from these policies changes.
The occurrence of additional cost from Covid-19 policies including PCR tests are separate from the tour cost.
There must be strict adherence to individual countries’ Covid-19 policies, and failure to conform to the stipulated rules and regulations, will result in actions being taken against the Customers.
9.2) Accommodation
Accommodation is as specified in the itinerary. Accommodation for adults is based on twin-share, double or triple share bedrooms at the nominated or similar standard hotels. In the event the accommodation booked or requested is not available, every effort will be made for alternative in another accommodation of similar standard. When booking triple-share rooms, please note that the third bed may be a "roll-away" bed or sofa bed. Single room occupancy is usually at higher costs.
9.3) Meals
All meals are as specified in the itinerary. If selected carrier's flight timing does not allow for certain meals to be taken, there will not be any refund for meals, if any, not consumed.
9.4) Baggage Handling/Lost or Damaged Baggage
Passengers will be allowed check-in and hand-carry luggage according to the respective airlines’ regulations. Excess baggage must be paid locally by the passengers. We will not be responsible for the loss, damage or theft of any item(s) belonging to a traveller throughout the duration of the Package Tour.
9.5) Pregnancy
It is the responsibility of passengers 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.
9.6) Special Request
Any special requests such as special meals, dietary requirements, adjoining rooms, etc., please inform the Company upon booking. Such requests are subject to confirmation and availability.
9.7) Tour Leader
Assignment of Tour Leaders for all group departures regardless of group size, tickets, availability of accommodation is at the sole discretion of the Company.
9.8) Child Rates
Children below the age of 12 (as of the date of return to Singapore) may be eligible for child rates in accordance with the applicable third party service provider’s standard terms. Should an extra bed for a child be required, please arrange with us and we will advise on the applicable surcharge, if any.
10) Pricing Policies
All information and prices shown are accurate at the time of print. However, they are subject to changes in the event of sudden fluctuation in market prices or increase of airfare and/or local taxes, etc. during effective period.
Tour Fare may include:
Airfare, airport taxes, airport security taxes, airline insurance surcharges, fuel taxes accommodation, airport transfers and meals (if any), entrance fees to places of interest, etc., as specified in the tour itinerary/ booking form. Tour Fares are subjected to change without prior notice in the event of unforeseen circumstances including currency fluctuations, increases in room rates, increase in air fares, local taxes, etc.
Tour Fare may exclude:
Visa fees, travel insurance, local transfer not stated in the itinerary (eg free & easy, deviation), laundry, excess baggage charges, meals, 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 porters, and services not mentioned in the itinerary.
11) Feedback Response
A feedback form will be sent to the Customer once the tour has ended. The Company welcomes constructive feedbacks from the Customer in its continuing efforts to improve its service quality. Any disputes with regards to the tour shall be submitted in writing within 7 days from the date of return. No responsibility is accepted in respect to any dispute that is made thereafter.
Customer can also provide feedback directly to us via email to [email protected] or mail to 99 Kakit Bukit Ave 1, Shun Li Industrial Park, #04-00, Singapore 415984
The Company will investigate and act to resolve areas of concerns. The interim response is within 7 working days. Depending on the complexity of the case, the time taken to resolve a complaint may be within 60 - 90 days.
12) Confidentiality and Privacy
We will comply with all relevant obligations under the Personal Data Protection Act 2012 ("PDPA") governing the collection, use, disclosure and care of your personal data. The Company will not divulge the Customer's personal information to any unauthorized third party without any written consent.
We may take photographs and videos of passengers participating in our Package Tours for our advertising and publicity materials on social media platforms or related media programmes and by joining our Package Tours, all passengers shall be deemed to have consented to such collection and/or use on our part. Notwithstanding, any passenger who wishes to withdraw his or her consent to our collection or use of any photographs or videos that may feature such person, may notify us prior to the commencement of the tour, whereupon we will endeavour, as soon as reasonably practicable, to remove any reference to such traveller from our advertising and publicity materials and/or related media programmes.
13) Responsibility and Liability
The Company act only as agent for the passengers and the transportation companies, hotel contractors and other principals involved in this tour. All tickets and vouchers and documents issued are subject to the terms, conditions and contracts under which such transportation and other services are provided. The Company will not be responsibility for injury, illness, damages, accidents, losses, delay in flights or vehicles, vehicle breakdown, food poisoning, death or irregularities that may be caused to person or property. All bookings are subject to the terms, conditions and contracts of the local ground operators. The Company reserves the right to alter or modify the timetable, carries, itineraries and hotel accommodation in any way necessary in the interest of tour members or due to circumstances over the operation had no control.
The Company does not accept any liability in contract or in part of any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by events which are beyond its control, or which are not preventable by reasonable diligence on its part including but not limited to war, civil disturbances, fire, floods, usually severe weather, acts of god, acts of government or authorities, accidents to or failure of machinery or equipment or industrial action. The Company reserves the right to decline, to accept any booking or, after acceptance, to cancel the tour arrangement for any reason (including insufficient number of passengers and non-confirmation of arrangements). Should this happen, the entire payment will be refunded and the Company shall be under no further liability to the clients.
The Company also reserves the right to require any individual to withdraw from the tour if it is deemed that his or her behaviour or conduct is detrimental to or incompatible with the health, safety, interests, harmony and welfare of the other tour participants and the tour group. Under such circumstances, the Company shall be under no liability thereafter to any such person.
The Company reserves the right to change the terms and conditions without prior notice.