The special instructions of your travel bookings are set out in the Pax Statement and in these Terms and Conditions. They should be read together. You are deemed to have read, understood and accepted the following policies (collectively called “the Terms and Conditions”). For the purpose of clarity, Expats Holidays shall be referred to as “the Company” herein after. Please check addenda to the Terms and Conditions, if any, upon booking.
1. Commitment to Service Quality Excellence
“Always striving to serve you better” best sums up the Company’s service policy and its underlying motivation of providing excellent services that meet or exceed the expectations of the Customer. The Company ensures that the services it provides are of satisfactory quality.
2. Professional Ethics
As part of its corporate responsibility towards the Customer, the Company adopts fair and ethical business practices as well as accurate marketing communications at all times.
3. Reservation, Deposit and Full Payment
Reservation can be made with the Company anytime during business hours. To confirm the reservation, please contact the Company via your Travel Consultant or by calling our office directly during business hours with a deposit amount as specified below. This deposit forms part of the final payment. All tours (except those on charter flights) – a deposit is required upon reservation. Specific amount will refer to as per the condition.Tours on charter flights – amount as per terms and conditions stipulated by principal suppliers.
Payment of deposit does not constitute confirmation of the tour. All group tours are subjected to a minimum group size (as determined by the Company) in order for the confirmation to be effected and for the departure to be finalized. Full payment is required no later than 14 days prior to departure. In case of tours on charter flights, full payment must be made 1 month before departure. If full payment is not received 14 days or more prior to departure, the Company reserves the right to forfeit the deposit and cancel the reservation. In such an event, the cancellation fee as stated below is payable by the Customer.
4. Cancellation by the Customer – Payment and Cancellation Fee
The Customer is allowed to cancel the reservation in writing, at any time prior to the departure date. However, cancellation fee will apply and it is computed based on the length of notice period prior to the departure. Please note that the cancellation fee is a percentage of the deposit or the total tour fare, as the case may be. The cancellation fee as well as corresponding refund component are indicated below.
| No of days between departure and receipt of cancellation notice | Cancellation fee and refund per person | |
| All Tours (except those on chater flights) | Tours on Charter flights | |
| 35 Working Days and above | Cancellation 50% of deposit | Cancellation Full Deposit |
| Refund 50% of deposit | Refund 0% of deposit | |
| 15-34 Working Days | Cancellation Full deposit | Cancellation Full deposit Refund 0% of deposit |
| Refund 0% of deposit | ||
| 8 – 14 Working Days | Cancellation 50% of tour fare or $1000 | |
| whichever is higher | ||
| Refund Remaining balance after deducting | ||
| Cancellation free from tour fare | ||
| 4 -7 Working Days | Cancellation 75% of your fare or $1000 | |
| whichever is higher | ||
| Refund Remaining balance after deducting | ||
| Cancellation free from tour fare | ||
| 3 working days and less | Cancellation : Full tour fare (exclude the flight cancellation fee) | |
| Refund : Full tour fare (exclude the flight cancellation fee) | ||
Terms above only relate to tours operated by the Company. For tour products or individual components supplied by third party(ies), e.g. Insight Vacations, Contiki Holidays, train services, air tickets, cruise or hotel bookings etc., cancellation fee under the terms and conditions of the respective third party(ies) shall apply plus a handling charge of $50 per service per person. Cancellation fee imposed by third party(ies) includes no-show fee, refund administrative fee and any deposit committed to their suppliers to secure confirmation of services requested. Upon the Company receiving the written notice of cancellation and in accordance with the Terms and Conditions stipulated, the Customer shall receive the refund.
Please note that there will be some special cases for the cancellation. Our travel consultant will inform you before you confirm the trip. The cancellation policy will based on whatever they inform you.
5. Cancellation by the Company
Please note that the Company is acting as an agent for services rendered. Even after deposit or full payment has been made, all arrangements are still subject to final confirmation. If due to some unforeseeable circumstances the arrangement cannot be finalized and the reservation has to be canceled, the Company will endeavor to notify the Customer at least 1 week before departure. At times due to low subscription for a group tour, the Company may choose to cancel the entire tour 14 days prior to departure. The Company may, if it so chooses, recommend alternative tours either to the same destination or other tours, based on current tour fare.
In the case of an open and more convenient tour, accommodation and all services are strictly upon request and subject to confirmation. The Company may recommend alternatives if available. Please note that surcharges may apply on a case by case basis and the Customer will be advised accordingly. Should the Customer decide not to accept the alternatives, all refund will be made accordingly by the Company and without further obligations. The Company shall also not be held liable for any contingent costs incurred by the Customer arising from the cancellation. The Customer shall receive the refund within 4 to 6 weeks upon the Company notifying the Customer of the tour cancellation. Save as stated herein, the Company shall not be liable for any claims, losses, damages or costs sustained by the Customer.
6. Refund Policy on Unused Portion of the Tour
No refund will be made with respect to accommodation, meals, sightseeing tours or any other services included in the tour fare which are not utilized by the Customer, either in part or full, or where the Customer amends, cancels or otherwise varies arrangements after commencement of the tour.
7. Refund Policy – Payment Mode
For cash payment, refund will be made in the form of cash and processed within 2 to 4 weeks from date of written cancellation. For credit card payment, refund will be made through the credit card company and processed within 4 to 6 weeks. During peak periods, the refund process may be longer due to the increase in transactions.
8. Amendment to Reservation and Amendment Fee
Amendment refers to any change to the original reservation such as change of name, change of flight itinerary and / or change of accommodation.
- Amendment by the Customer: Any change made by the Customer to the existing booking must be in writing and an amendment fee of S$50 per person will apply. Any re-issuance of air ticket, minimum administrative fee of S$50 per air ticket on top of any airline charges will apply. Any change made to the departure date or the tour type will result in a cancellation and cancellation fees as stated under the section “Cancellation by the Customer Payment and Cancellation Fee” will apply. Any change made to name of the Customer will be treated as cancellation of tour. The Company will revert to the Customer within 14 working days upon receiving written notice of the request for amendment.
- Amendment to Tour Itinerary by the 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, especially during peak periods or in the event of a force majeure.
9. Travel Documents, Travel Insurance and Travel Vouchers
- Passport and Other Travel Documents: It is the Customer’s sole responsibility to ensure that he / she has a valid passport with minimum 6 months’ validity from date of the last departure point as well as the necessary visas, vaccinations, health certificates and all necessary travel documents as required by the various government authorities of the country(ies) to be visited (e.g. exit permit, work permit, social visitor pass etc.).
- Travel Insurance: Purchase of travel insurance is strongly recommended with respect to unforeseen circumstances such as trip cancellation, personal baggage loss, personal accident, injury or illness. Under no circumstances shall the Company be construed as a carrier under contract for safe carriage of the Customer or his / her baggage / belongings. The Company will be pleased to assist in the enquiries of any travel insurance and related matters.
- 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.
10. General Matters Relating to Tours
- Accommodation: Accommodation is as specified in the tour brochure / itinerary / booking form. Accommodation for adults is based on twin-share, double or triple-share bedrooms at the nominated or similar standard hotels. For stays at farms and ski resorts, sharing of bathroom facilities may be necessary. When booking triple-share rooms, please note that the third bed will be a “roll-away” bed. Single room occupancy is at additional cost.
- Meals: Meals, including meals on board flights, are as indicated in the tour brochure / itinerary / booking form. If meals on board are not served due to whatever reasons, there shall be no refund or replacement.
- Single Supplement: For occupation of a single room, single supplement amount as indicated in the tour booking form is required.
- Special Requests: If there is any special request regarding special meals, dietary requirements, adjoining rooms etc., please inform the Company upon booking. Such requests are subject to availability and confirmation.
11. Pricing Policies
- Validity: All information and prices shown are accurate at time of print.
- Tour fare includes: Airfare, accommodation, airport transfers (if any) and meals (if any), as specified in the tour brochure / itinerary / booking form.
- Tour fare excludes: Airport taxes, airport security taxes, airline insurance surcharges, fuel taxes, visa fees, travel insurance, customs user fees and service fees as specified by the airline and airport authorities; laundry, excess baggage charges, beverages, room services, gratuities to drivers and tour leaders / local guides and tips to hotel porters; and personal expenses. Please refer to the Company for visa fees, gratuities to drivers and tour leaders / local guides, and tips to hotel porters.
- Modes of Payment: Payment may be made in cash, by Chinese or International credit card, cheque and bank transfer. All payments can be made by RMB or US dollars
- Pricing Accuracy: The Company is committed to the avoidance of over or undercharging. To ensure accuracy of charging, its policy is to list clearly all prices including GST in sales invoices and communications materials. The Company will also clearly indicate any additional charges for extra services that may be incurred by the Customer.
12. Feedback Mechanism
The Company welcomes feedback from the Customer anytime. Should the Customer have any issue of concern, please contact the Company immediately. Its feedback channels include:
- Face-to-face Feedback: The Customer is welcome to drop by the Company’s offices during regular business hours which are Mondays to Fridays; 9am to 6pm, Saturdays; 9am to 1pm.
- Telephone: You may communicate with us at 021-60547788 during the above mentioned hours of operation as well.
- Email: Written feedback may be sent to info@expatsholidays.com
The Company will investigate and act to resolve areas of concerns. The interim response is within 2 working days (or 48 hours). Depending on the complexity of the case, the time taken to resolve a complaint is within 21 working days. If it is unable to resolve the complaint amicably, it will communicate the final resolution with the Customer.
13. Confidentiality
The Company will safeguard, according to strict standards of security and confidentiality, any information on the Customer. The Company will limit collection and use of the Customer’s personal particulars / information to the minimum and for the sole purpose of completing the transaction as well as facilitating the smooth delivery of services. Every effort shall be made to ensure that the integrity of the Customer’s personal particulars and confidential information entrusted to the Company are not compromised unless required to by law. The Company also undertakes not to divulge the Customer’s personal information to any unauthorized third party without prior written consent.
14. Rights and Disclaimers Relating to Tours
Where the Company has not been negligent nor in breach of any duty, it assumes no responsibility for injury, damage, accident, loss, delay or irregularities that may be caused to person or property where such occur as a result of circumstances beyond its control. The Company is an agent of airlines, transport companies etc., and is not liable for changes made by suppliers but will render assistance wherever possible. All tickets, coupons and orders are furnished and issued, subject in every respect to those terms and conditions under which the means of transportation or other services provided thereby are offered or supplied by owners, operators, managing agents or agents of public carriers. The Company will not be responsible or liable (for damages, refunds or otherwise) for:
- Mechanical breakdown (except where it is due to negligence on the part of the Company or its agents), government actions, weather, acts of God, strikes, compulsory quarantine or other circumstances beyond its control.
- Failure of the Customer to obtain required documentation e.g. health certificates, visas, passports etc.
- Failure of the Customer to follow reasonable instructions including but not limited to check-in and check-out places and times The Company reserves the right to withdraw any itinerary or any booking made, or decline or refuse the Customer as a member of the tour, if it appears to the Company that the Customer is likely to endanger the health or safety, or impair the comfort and enjoyment of others on the tour. In any of the foregoing events, the Company’s sole liability shall be limited to refund on tour fare paid. The Company reserves the right to take photographs and films of the Customer while on tour with the Company to be used for brochures advertising or publicity materials.
- The Customer will be informed of use of such materials in publications and other forms of advertising.
15. Links
The 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.
16. Miscellaneous
The Company reserves the right to change, amend, insert or delete any of the Terms and Conditions, or policies contained in this document, as the case may be, without prior notice. Any feedback with regard to the tour must be submitted in writing within 14 days of return from the tour, failing which the Company shall accept no responsibility.