El mejor viaje a Ruanda en 8 días para explorar la naturaleza, con salida diaria y en privado, hecho a medida

Booking Terms and Conditions

Thank you for your interest in our AgateTravel Global Tours. The following Terms and Conditions are in place to protect you and your party member, our distinguished guests, and us, AgateTravel, in booking a tour. Please read them carefully and make sure you fully understand these agreements before you confirm your booking. 

Reservation and Payment

Once we receive your tour inquiry, our one-to-one professional travel consultant will work with you from the beginning of customizing itinerary to the completion of the trip. You will enjoy real personalized service and our efficient response within 24 hours.

A tour reservation will be confirmed after receiving your tour deposit, which is 20% of the tour total payment. By paying the deposit, you agree to be bound by our Terms and Conditions.

Under special circumstances, a higher amount of down payment will be required to ensure your flight or hotel reservations.

The final or full payment is required 60 days ahead of tour start date. For each payment received, we will provide you with a receipt.

Methods of payments: We mainly accept payment by Wire/Bank Transfer and Credit Card. Any handling charge associated with the payment is your responsibility. WeChat and AliPay can also be accepted if you use them.

Cancellation and Refund

We understand that cancellations happen sometimes due to unexpected situations. To alleviate your concerns, we aim to offer as the most favorable cancellation policy as we can to reduce your loss.

The reservation deposit (20% of the tour total payment) is non-refundable if you cancel the tour, and it will not be calculated into the charge of the cancellation percentage.

The following cancellation charge will be applied to the remaining tour cost:

a. More than 45 days before the arrival day: no cancellation charge from us, except for the actual losses caused by air/hotel/cruise cancellation.

b. 45 to 15 days before: 30% of the remaining tour cost.

c. 14 to 8 days before: 50% of the remaining tour cost.

d. Within 7 days or no show: 100% of the remaining tour cost.

If there are any additional cancellation fees imposed by the service providers other than AgateTravel, which may include but not be limited to local travel agency, airlines, trains, hotels, cruises, etc. You will be responsible for the part.

Your cancellation request should be sent to us via email. We will calculate the refund from the day we receive your written cancellation request and process the refund to you within 20 working days.

Alteration of the Itinerary

There is no extra service charge for any alterations made prior to the tour. However, you will be responsible for any possible additional cost caused by reservation changes.

After the tour starts, any extra expenses caused by clients’ own alterations will be added. Any unused portion is non-refundable nor exchangeable.

Private Tours

A private tour can be thoroughly customized for you and your family or friends exclusively, according to your own specific requirements and interests. We offer professional suggestions, while, the trip length, travel dates, and hotel accommodation level are decided by you, and during the trip, you will enjoy maximum flexibility within reason to discuss with your guide on daily departure time, sightseeing time and meal time. If your trip includes a cruise journey, the onshore excursions will be subject to the arrangements of the cruise company.

Passports and Visa

Please make sure your passport is valid with at least 6 months validity before the start of your tour.

You are advised to verify and defer to the visa policy of the countries you are going to visit at the nearest embassy or consulate.

Dietary Requirements 

Please inform us if you have food allergies of any type.

Vegetarian, vegan or gluten free meals can be arranged. If you are a vegetarian, please confirm if you eat egg, cheese, yoghurt, and fish.

Tell us your food dislikes eg no peppers/onions/ mushrooms/coriander or no pork/chicken/fish/lamb/beef or other foods.

Additional Information

It’s highly recommended to purchase travel insurance before your trip in order to minimize any unexpected losses and damages. 

Please be sure to check carefully your international and domestic air tickets you purchased so that you are fully aware of the policies of the airline companies.

When checking in at some hotels, guests are expected to provide a valid credit card authorization to guarantee any possible personal consumption (e.g. laundry) during your stay.

Responsibility

As a tour operator, we are dedicated to designing, promoting and selling tour products that cover certain travel services, including guide and driver service, land transportation, air transportation, cruise, excursions and accommodation that are reserved from different suppliers. The suppliers are just independent contractors of our tour products, neither our agents nor employees.

Although we will assist with booking air and/or cruise transportation for you, we act as your agent, not as an agent of the airline and/or cruise company. However, we promise that we are responsible for the willful or negligent acts of our partner travel agents for the land services.

We reserve the right to adjust the scheduled trains or flights we have arranged in tours, and we make sure your trip will be carried out smoothly. If unfortunately the train or flight arranged is cancelled or chartered, we will discuss with you for an alternative plan.

We take all benefits and losses of any fluctuations, lower or higher in airfares, cruise fares, hotel room rates, currency exchange, taxes, or fuel surcharges after we have received the full payment. And we reserve the right to correct promotional or pricing errors or to increase the tour price in the event of cost increases due to changes in airfares, cruise fares, hotel room rates, currency exchange, taxes, or fuel surcharges before we receive your reservation deposit.

To help customers have a better understanding on levels of the hotel accommodation arranged in our tour itineraries, we display stars to some hotels depending on their accommodation facilities, services and average review scores on platforms. Please be aware that the actual star ranking might be different from that of local regulations, independent third parties or accommodation providers themselves.

We are not responsible for acts of terrorism, political unrest, war, natural hazards, flights and cruises delay or cancellation. But we will try the best to help our clients.

We are not responsible for any unauthorized extra services that the guests book directly with the local tour supplier, guide or driver beyond our confirmed itinerary. Guests will take full responsibility for any loss on shopping, extra sightseeing or activity etc., while for some disputes, we can help to mediate.

Customer Service Support

Traveling with us, whenever and wherever you are not satisfied with any tour services provided, please let us know by email, phone call or through your local tour guide immediately, so that we can solve the problem as soon as possible and prevent it from happening again. Our support team aims to assure you an exhilarating and rewarding travel experience with us. Thank you!