Terms of Service
Terms of Service
You are deemed to have read, understood and accepted the following terms and conditions and agree to be bound by the following terms and conditions and agree to carry out your obligations as stipulated in this document. In these conditions, unless otherwise defined, the following terms shall have the meanings as follows: “the Company” or “we” means Wonder Golander (S) Pte Ltd; “Purchase” means to book, reserve, or purchase; and “Package” refers to all components collectively as stated in the quotation provided to you.
1. General Package Rules & Regulations
a. Package excludes international airfare prices. Airfare prices are quoted separately.
b. Please note that these terms and conditions, are subject to the terms and conditions that may be imposed by any individual Service Provider (as defined below) which may be more restrictive than, and take precedence over, any conflicting policies, terms and conditions herein.
c. Once an itinerary is confirmed by you, any amendments or cancellation of individual travellers is subject to the amendment and cancellation policy which may result in additional cost for the overall Package.
d. Package prices in our quotes are based on current availability of individual travel components, government tax and exchange rates, applicable at the time of print or quotation and are subject to change with or without prior notice. The Company reserves the right to change or correct an error in any advertised or quoted price prior to purchase.
e. We attempt to be as accurate as possible in describing the Packages offered; however, we do not warrant that all such descriptions are complete, current or error-free. From time to time there may be information on the Website that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without liability or prior notice (including after bookings are submitted).
f. Each component of your Package is provided by the applicable airline, hotel, rental car company, attractions and services provider, cruise line, bus line, train line or any other third party service providers (each a “Service Provider “). We will use reasonable endeavours to obtain alternative arrangements in the event of a cancellation by any Service Provider. We are not responsible, under any circumstances, for the performance of the Service Provider or for reimbursement of money paid by you (or any incidental or consequential or other damages) in the event that the Service Provider fails to perform its obligations for any reason.
2. Booking and Payment
a. A 80% deposit (the “Deposit”) is required upon booking confirmation of your Package. The balance payment is to be paid upon delivery of your travel documents, or 60 days before the commencement of travel, whichever is earlier. If full payment is not received as stated above, we reserve the right to forfeit all sums already paid and cancel the reservation.
b. Payment of the Deposit does not constitute confirmation of your Package.
c. For airfare bookings, full payment for this component is required on airfare prices prior to ticket issuance.
3. Prices, Taxes and Fees
a. Prices are in Singapore Dollar (S$) unless otherwise stated.
b. Due to contractual requirements, the Company is not able to provide you with a breakdown of the cost for each individual component of your purchase and the total Package charge will be billed as one amount.
c. Package prices inclusions and exclusions are as stated in your approved final itinerary.
d. Package prices include taxes and service fees applicable to travel components of your package. However, you are responsible for any additional baggage, fuel, security, airport or other surcharges that may be charged by the individual Service Provider, gratuities to the drivers/tour guides, meals/beverages/room services or any other expenses which are not included.
a. All requests for cancellation of any Package must be made in writing to the Company before departure. However, cancellation fees as stipulated below may apply and are computed based on when the cancellation notice is received in writing and acknowledged by us.
b. Please do not call the individual Service Provider. All cancellations must be effected through the Company.
c. Please note that the Company is acting as an agent for services rendered. Even after the Deposit or full payment has been made, all arrangements are still subject to final confirmation.
d. We may be obliged to cancel your travel arrangements by reasons of force majeure (including without limitation war, riots, civil disturbances, strikes, natural disasters, terrorist activities, political unrest or the like) or closure of airports, ports or railways, or delay and cancellation of international or domestic air and railway services as well as any other reason which is outside the reasonable control of the Company. Under such circumstances, we (i) reserve the right to alter any route, itinerary and accommodation without prior notice; or (ii) we will, at our sole discretion, advise you as soon as possible if we can offer you an alternative holiday or component of comparable standard or sometimes with surcharges. If you decide not to accept the alternatives the Company’s sole liability shall be limited to a refund of monies paid less the amount for service already utilised.
5. Refund & Cancellation Policy
For Customised Holidays:
a. More than 45 days prior to departure 80% refund of total Package price.
b. 30 to 45 days prior to departure 50% refund of total Package price.
c. 15 to 30 days prior to departure 25% refund of total Package price.
d. Less than 15 days prior to departure no refund.
e. This refund policy is not applicable to international airfare prices, the refund & cancellation value of airfare is subject to airlines’ prevailing terms and conditions.
f. No refund or exchange can be made for any unused portion of the Package.
g. Trip cancellation & personal coverage insurance are highly recommended.
For Ready to Tour itineraries:
a. More than 29 days prior to departure 50% refund of total tour price.
b. Less than 30 days prior to departure no refund.
c. No refund or exchange can be made for any unused portion of the Package.
d. Trip cancellation & personal travel insurance is highly recommended upon booking confirmation.
a. All requests for change of any Package must be made in writing to the Company not less than 2 (two) weeks before departure. Any additional cost incurred as a result of the change shall be borne by the passenger.
b. In the case of airline tickets, depending on the airlines terms & conditions for the airfare, amendments may not be allowed.
c. Any changes made to itinerary, schedule or details upon Package confirmation and/or prior to commencement of travel is subject to additional charges, availability, limitations and restrictions as imposed by the Service Providers. Availability may be very limited during peak travel periods. Any additional cost incurred as a result of the change shall be borne by the passenger.
d. Amendments made after commencement of travel is subject to additional charges and availability of requested changes. Any additional cost incurred as a result of the change shall be borne by the passenger.
e. Any alternation in routing or dates by you is solely at your own risk. The Company and its staff shall not be held responsible for any inconvenience caused and extra expense incurred. No refund will be made for any unused air tickets and travel components in part or full.
7. Air Tickets
a. Tickets are non-transferable.
b. Some airline tickets may not qualify for frequent flyer miles.
c. Changes to the airline tickets upon ticket issuance may not be allowed.
d. Changes to the airline ticket after travel has commenced may not be allowed.
e. Cancellation and refund policies of individual airlines are applicable. In some cases, air tickets have no refund value.
f. You are responsible to check all airlines terms & conditions for the issued fare.
g. Meal requests and seating are on request basis only and are subject to the individual transport operator’s confirmation.
a. Charges for additional guests may apply and in some cases, must be paid directly to the hotel at check-in by you.
b. You are responsible for any incidental charges at your hotel, including, but not limited to charges for telephone access, internet, in-room movies and food & beverage surcharges.
c. You must be at least 21 years old to check-in to a hotel (depending on individual hotel policy) unless accompanied by a parent or guardian.
d. Please read the detailed description of the hotel for other hotel policies applicable to your stay.
e. Hotel photos are representative only and do not necessarily depict the actual room in which guests will be accommodated.
f. In the event the accommodation booked or requested is not available, reasonable effort will be made for an alternative accommodation of similar standard.
g. Your hotel reservation is prepaid (unless otherwise stated).
h. All hotel imposed cancellation fees will apply to package cancellations or changes.
9. Rental Car
a. Payment of car rental to be made direct to the car rental company (unless otherwise stated).
b. Each car day included in your Package consists of a 24-hour period beginning when the car is picked up. If the rental car is returned beyond the number of days included in your Package, additional charges may apply. Additional charges incurred must be paid directly to the rental car company. Additional days beyond the period purchased in the itinerary may be charged at a different rate or with additional week, day, or hourly charges.
c. A valid driver’s license and major credit card will be required prior to renting a car.
d. While most countries do not require an International Driving Permit (IDP), it is highly recommended that you obtain one from your country of residence prior to the commencement of travel.
e. No refund will be made for unused rentals, or partially used days.
f. Car rental includes charges for one primary driver. Additional drivers may incur a fee.
g. The minimum age for renting a car is 25. Service Providers may also impose limitations on the areas, states or countries where the vehicle may be driven. It is your responsibility to confirm age eligibility and permissible driving area directly with the supplier prior to purchase.
10. Travel Documents
a. It is the passenger’s responsibility to ensure that his/her international passport has a validity of at least 6 months from the date of departure. Relevant visas and vaccinations may be required. Cancellation charges apply for any cancellation due to non-approval of visas or any other reasons as stated above. For Singapore Permanent Residents, please bring along your exit permits when travelling. For foreign passport holders, it is the passenger’s responsibility to hold valid re-entry visas.
b. The Company will, wherever possible, assist you to obtain the necessary visas. Service charges and visa fees will be borne by passenger.
c. The Company does not guarantee the approval of the visa application. If for any reason, application for visa or exit permit is rejected, travellers must inform the Company as soon as possible and the relevant cancellation charge as stated will apply.
d. The Company will not be held responsible for any expenses, reimbursement or refund of any tour prices or unused components if the passenger is delayed or refused entry by any country on the Package for whatever reasons, including lack of necessary visas and improper documentation.
e. For security and check-in at the airport, hotels and other Service Providers, proof of citizenship or a government issued Photo ID is required for international destinations.
11. Travel Insurance
a. We strongly recommend that you purchase at your own expense a comprehensive travel protection plan upon confirmation of your trip, both for protection against emergencies which may occur, with respect to such areas as trip cancellation, personal baggage, personal accident, injury & illness. We can assist you with your Travel Insurance, details of which are available on request.
b. Under no circumstances is the Company to be construed as a carrier under contract for safe carriage of passenger or his/her baggage & belonging, responsible for the health conditions of passenger, work commitments or family crisis, misinterpretation of rules and regulations as determined by government bodies, airlines and Service Providers.
c. If you lose any personal items while on your trip, please obtain a written report from the police, to help with any insurance claim upon your return.
a. Agents only – We act only as an agent for the Service Providers. We are not liable for any claims for damages or compensation of any kind against non-fulfilment or unsatisfactory fulfilment of services and products purchased on your behalf by us from other third parties, including without limitation the Service Providers. We do not accept liability for the acts and/or omissions on the part of our preferred suppliers and their agents/representatives.
b. Passenger’s responsibilities – We accept no responsibility for any loss or injury (of any kind, including without limitation any loss or injury in respect of any to person or property) while travelling on a Package organised by the Company. By accepting the contract for travel with us, the passenger thereby accepts full responsibility for all losses and expenses due to (directly or indirectly) any delay, sickness, weather, strikes, war, quarantine, theft, accident, customs regulation, force majeure or acts of God, save as provided otherwise in this contract.
c. Proper travel documentation – We accept no responsibilities for 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. All proper travel documentation is the sole responsibility of the passenger.
d. Checking-in – You are responsible for checking-in for flights at the correct time and for presenting yourself to take up all pre-booked components of your holiday. The Company cannot accept responsibility for clients missing flights as a result of late check-ins and no credit or refunds will be given if you fail to take up any component of your booking. No credit or refunds will be given for lost, mislaid or destroyed travel documents.
e. Behaviour during trip – If in our reasonable opinion or that of any airline pilot, hotel manager, tour leader or other person in authority, your behaviour is causing danger, damage to property or persistently affecting the enjoyment of others, we reserve the right to terminate your trip package. Should this happen no refund or compensation will be paid.
f. Limitation of liability – The liabilities of the Company, its directors, employees or representatives in any case shall be limited to the absolute maximum price of the Package (excluding insurance policy and amendment charges) of the person(s) affected in total.
g. Change in schedules – Please note that all scheduled flights, cruise and rail departures provided to you are estimates only and are subject to change. Schedules may be affected by operational difficulties, weather conditions, passengers failing to check in on time, local conditions and other factors outside of our control.
h. Conditions of Service Providers – When you travel with Service Providers, the conditions of the Service Providers will apply also, some of which may limit liability. You may ask for copies of the relevant conditions of fare rules from our offices.
i. Special requests – If you have any special requests, please inform us as soon as possible in writing, and preferably at the time of booking. Although we will make every effort to meet any such request, we regret that we cannot guarantee our preferred Service Providers will honour the request. Failure to meet such special requests will not be a breach of contract on our part.
j. Medical Problems – If you have any medical problem or disability which may affect your chosen travel arrangements you must provide us with full details at the time of booking. We will pass those details on to the relevant Service Providers. We regret that we cannot guarantee our preferred Service Providers will honour the request. Failure to meet such special requests will not be a breach of contract on our part.
13. Privacy of Data
a. Please be aware that we must pass the information you provide such as name, address, any special needs/dietary requirements etc. on to the relevant Service Providers of your travel arrangements. The information may also be provided to public authorities such as cruise lines for customs or immigration purposes if required by them, or as required by law.
a. Flight/ train/ ferry times/ day group tours may change at the discretion of the individual service providers. It is important to reconfirm your departure times and terminal at least 24hrs before departure or commencement of tour.
b. We reserve the right to change, amend, insert or delete any of the terms and conditions, or policies contained herein, as the case may be, without prior notice.
c. Any complaint/ claim has to be made in writing within 14 days from the date of return for consideration at our sole discretion. We will not review any complaints/ claims, which are made after 14 days of return. If you are unhappy with any aspect of the Company’s arrangements while you are on your trip, you must address your complaint immediately to the Company directly via our emergency number or in an e-mail to your Travel Consultant. You should also contact our local representative and the management of the hotel or other supplier whose services are involved. The Company and our representatives and suppliers will do our best to rectify the situation. If the problem is not resolved to your satisfaction while you are on your trip and you wish to complain, full details must be sent to the Company in writing to arrive within 14 days from the date of your return. We will do our best to investigate and reply to you within 10 working days of receipt of your complaint. Customers who do not provide complaint while during their trip and fail to provide a complaint within the specified period deny the Company the opportunity to resolve the problem immediately and/or investigate it properly. In consequence, this may affect your rights under this contract.
d. This document shall be governed by the laws of Singapore and you hereby irrevocably submit to the exclusive jurisdiction of the Singapore courts and consent to the service of process by prepaid post to your last known address in our records.