TERMS & CONDITIONS
Please read these terms & Conditions. Our commitment is the delivery of bespoke, safe and first class services and customer experiences through a network of locally owned and operated offices within Southeast Asia. With a focus on experience, guest safety, quality control and service delivery, you can rely on Indotrek’s high standards across all the countries in which we operate. Each itinerary is individually booked and confirmed by our team of resident experts ensuring travel is operated according to your proposals. Each request is dutifully responded to within 24 hours unless negotiations and special requests are required on your behalf; our team will ultimately inform and follow up.
PRICING & SERVICES
Indotrek offer confidential rates based on market research, competition analysis, strategic negotiation and in-depth information for each specific season in each destination. These rates are offered under the condition that they cannot be displayed in any way to third parties. Rates are quoted in USD currency only. All quoted rates, unless otherwise specified, are net and non-commissionable.
Hoteliers and/or suppliers in the region may require Indotrek to adhere to a Recommended Retail Price (RRP), or Suggested Selling Price (SSP), which will be communicated to you for implementation where required.
All hotel rates in our confidential tariff are per room per night and inclusive of all applicable charges and taxes, unless otherwise specified; all tours and transfer rates in our confidential tariff are per person and inclusive of all applicable charges and taxes, unless otherwise specified; specific services from outside our confidential tariff will be offered on a case by case basis
Many hotels include compulsory special gala dinners on Christmas Day, New Year’s Eve and sometimes on national and/or other festive occasions in each country. This is a compulsory charge, and will be communicated and invoiced by Indotrek where applicable.
Unless otherwise specified, all quoted rates are inclusive of applicable taxes (including service charges, Value Added Taxes and/or locally charged taxes). Domestic tourism taxes and/or airport taxes may be applicable and are not included. These need to be paid directly to the relevant authority, by the traveler.
In the event of government imposed tax changes, Indotrek reserves the right to alter the rates accordingly. Indotrek will work to avoid this from occurring however reserves the right to collect any differentials from the clients individually, which may arise.
30% of the total tour cost to be deposited upon commitment of the tour, this deposit is non-refundable. The remaining 70% of the total tour cost to be paid 45 days prior to arrival date. If booked less than 45 days from arrival, full payment is required immediately.
Where deposits and advance payments are required from contractors/third parties, these will also be invoiced to the client for payment (in addition to the 20% deposit). This will be required for Indotrek to secure services contractors/third parties. Pre-payment procedures during high/peak seasons may also vary, depending on the accommodation policy to guarantee the booking. Indotrek will inform you accordingly about this for each individual case.
Indotrek Accounting team will provide the bank details for wire transfers. Any bank charges levied by the sending bank relating to transfers to Indotrek must be paid by the Client / Agent. For any payments less than US$ 1,000, you are required to add US$35 to cover the international transaction fee.
For credit card payments, 3% fee is levied in addition to the invoiced amount. Kindly make sure you include the invoice number or contact our Accounting Department for an invoice number so that your payment can be identified. Please also check with the bank who issued your credit card to ensure that no other bank fee is applied.
Check payments must be written exactly to the order of Trails of Indochina Limited (full name please). Please be informed that our bank does not accept the word 'Limited' to be shortened to 'Ltd.'
CANCELLATIONS & REFUNDS
Any cancellations should be made in writing to Indotrek. Cancellations beyond your control subject to Force Majeure can be covered under travel insurance. We recommend you buy Travel insurance before you complete payment of your travel and review its relevant product disclosure statement. Cancellation fees of loss of deposit will be applied if a confirmed booking is cancelled 22 days or more prior to arrival date
For bookings that are cancelled by the passenger or agent 21 - 15 days prior to arrival date, loss of 50% of the total tour cost will be applied.
For bookings that are cancelled by the passenger or agent 14 - 8 days prior to arrival date, loss of 75% of the total tour cost will be applied.
Indotrek reserves the right to claim 100% of the total tour cost should the cancellation happen within 7 days before departure.
Depending on airlines, hotels, cruises and third party cancellation policies, the above conditions may be modified on application. Indotrek will aim to negotiate with suppliers to waive or minimize these charges to you at best.
For all travel from and to the countries in which Indotrek operates, a valid passport is required at all times. Conditions for specific validity of passports and regulations for other valid travel documentation can be obtained from each respective embassy and/or consulate in the client’s native country. For most countries, passports need to be valid for at least six months from the date of entry at a border post/airport/seaport.
In addition to passport requirements, visas for certain countries are required. These can either be obtained in the country of residence prior to departure or on arrival at immigration or a visa processing desk. Full details about the specific visa conditions and requirements to obtain visas for each specific country can be obtained from your consultant or from your embassy and/or consulate e in the client’s native country.
We strongly recommend that you obtain a comprehensive travel insurance policy before and during your travel. Neither Indotrek nor its agents/suppliers or business partners shall/and can be held responsible for any loss, or damaged or stolen personal belongings.
HEALTH & SAFETY
Indotrek value health and safety as its top priority in the selection of product and provision of its services. All clients are encouraged by our guides to follow the safety regulations for any service provided. We check hotels, restaurants and other suppliers to ensure they meet our health and safety standards before recommending them to any of our clients.
There are limited hotels/resorts, with standard triple rooms in their inventory. These are commonly double/twin rooms with an extra (rollaway) bed, limiting space within the room. Please inform all concerned accordingly to correctly manage expectations. Extra bed rates / triple sharing room rates are available in the confidential tariff.
Single room supplements are indicated in the confidential tariff. It is common that the provided rooms are twin/double rooms for single use only.
Preferences such as smoking/non-smoking, interconnecting rooms, king-size beds, and location of the room cannot be guaranteed or confirmed in advance and are subject to hotel policy and availability at time of check-in.
Although hotels/guest houses/accommodation in the region may provide you with information about their qualification, the properties used and offered by Indotrek in this part of the world may not all have official star qualification issued by an official government-accredited hotel association in the country of operation. Indotrek provide you with its own internal star qualification which is based on its own experience and certain criteria to ensure you have an interpretation of the qualification. Indotrek cannot be held liable in any way for this star qualification.
Indotrek will arrange sightseeing excursions and transportation as contracted in a professional manner. English, Spanish or other language speaking guides are provided to escort clients on all tour programs as per the proposed itinerary. Tours include entrance fees, meals (where mentioned) excluding any drinks, and other expenses, specifically mentioned in the tour program inclusions. All services provided by Indotrek, its employees or agents are of the highest possible standard. All tour guides are licensed and will be responsible for demonstrating any safety equipment and highlighting any safety risk before commencing any activities on tour.
Unless otherwise stated, Indotrek will provide for each destination according to the rates provided in our tariff. Transfer service includes the meet and greet of travelers with a name sign and transportation according to the booked itinerary.
Where possible, Indotrek uses coaches and cars, contracted on a long-term basis. Transportation (road or water transport) is operated by fully-licensed drivers / operators, in accordance with local safety standards. Vehicles are maintained in accordance with manufacturers’ specifications, kept clean and in good working order, registered and insured adequately. Water transport will be of a similar quality and lifejackets will be provided for all clients.
Indotrek aims to keep clients aware that standards of transportation in each destination are different, yet we are committed to the best available means of transportation in that specific area of operation.
CORPORATE & SOCIAL RESPONSIBILITY
Indotrek strongly believe in operating an environmentally sustainable and socio-culturally sensitive business. Since the beginning, our founder John Tue Nguyen has financed and contributed to the development of many philanthropic investments in social and cultural welfare including the rescue and renovation of 5 garden houses in Hue, Vietnam. Today our efforts have expanded and we proudly offer our travelers the opportunity to help underprivileged communities throughout South East Asia.
COMPLAINTS & CUSTOMER SERVICE
A dedicated customer Care team is assigned to handle any customer service issues whilst on the ground. Indotrek consider complaints as valuable feedback to improve service delivery levels. We request that service delivery failures or customer concerns, be reported during the guest’s stay to one of our representatives. It is the aim of the company to solve any irregularity immediately.
LICENSES & PERMITS
All Indotrek offices, subcontracted suppliers and other service providers used comply with license and permit requirements, based on the relevant regulations of each country in which Indotrek operate.
During the term of this agreement, neither party shall be in default of its obligations to the extent that its performance is delayed or prevented by causes beyond its reasonable control, including but not limited to, acts of God, natural disasters, bankruptcy of a vendor, strikes and other labor disturbances, acts of war, or civil disturbances, or other equivalent or comparable events.
We offer Public Liability Insurance to a maximum level of US$5,000,000 per occurrence. The policy details are available upon request.
The client agrees to indemnify and to save Indotrek from harm and against all damage or injury (including death) to property or person(s) resulting from intentional or negligent acts or omissions from their respective officers, employees, agents, contractors or subcontractors in connection with the performance of this agreement.
This agreement is governed by and construed in accordance with the laws of Vietnam (and/or applicable in relation to the country it is legally represented) for the time being in force and the parties agree to submit any dispute arising between the parties under this agreement to arbitration in accordance with the Arbitration Rules of the respectable Arbitration Institute, Office of the Judiciary applicable at the time of submission of the dispute to arbitration and the conduct of the arbitration thereof shall be under the auspices of the specific Arbitration Institute accordingly. Indotrek is a brand fully owned and operated by TOI International Limited and its subsidiaries.
Indotrek can act as an intermediary between all airlines, hotels, local tourist offices and other service providers. Therefore Indotrek reserves the right to modify tours and itineraries with or without notice. Indotrek tours are organized in conjunction with the respective airline(s) scheduled flights, therefore, itineraries and timetables are provisional and subject to change without notice. Acknowledgement and confirmation of the above-mentioned conditions is active, once clients participate in one of the provided services via Indotrek.