1 LIMITATION OF RESPONSIBILITY:
As a wholesaler, Mandarin World Tours Pty Ltd trading as MW Tours, we act as an agent only. We offer a range of travel services (which may include but are not limited to flights, accommodation, coach, rail and cruise liner services) on behalf of others who provide those services. Our duties to you are limited to arranging bookings on your behalf with those service providers & ground operators. We are not responsible for providing those services to you, or for the standard of any service provided. If a service provider fails to provide you with a service, or you are not satisfied with the standard of any service provided, you agree that your only rights are directly against the service provider and not against MW Tours. You agree that we are not liable to you for any losses that you suffer in those circumstances, and that you will not claim against MW Tours (directly or indirectly) any refund, credit or other compensation. You agree that any money that you have paid to MW Tours will not be held on trust for you but will be used by MW Tours to make payment to the service providers to secure the booking for your travel services.
2 AGENT RESPONSIBILITY:
It is the travel agent’s responsibility to ensure all the documents such as quotations, invoices, confirmations and itinerary detail that issued by MW Tours are correct and that clients are aware of all the details of cancellation and amendment conditions.
It is the travel agent’s responsibility to ensure time &/or flight number changes are immediately brought to the attention of MW Tours, if not booked by MW Tours. If a service provider fails to provide your client with a service, you agree that your only rights are directly against the service provider and not against MW Tours, in this situation.
3 RATES AND PRICES:
Rates and prices quoted in print or on the website and quoted by our reservations personnel are a FROM price and subject to availability and can be withdrawn or varied without notice. The price is only guaranteed when final payment has been received by us. Price changes may occur by reason of matters outside our control which increase the cost of the product or the service. Such factors include but are not limited to adverse currency fluctuations, fuel surcharges, price increases made by our suppliers, local & govt taxes and airfare increases. Rates and prices do not include any costs incurred en-route to and from the destination, meals and/or alcoholic beverages (unless specified), telephone calls, items of a personal nature, and personal services not specified as being included in costs on the relevant web pages for each supplier’s product.
4 BROCHURE VALIDITY (2020):
Tour itineraries and prices in our brochures, website or other means are accurate at the time of printing and prices are based on foreign exchange rates as at 01 Sep 2019. Prices are subject to change without notice. Departure dates of tours are advertised with a from price due to pricing being subject to change at any time without notice. MW Tours reserves the right to make alterations to itineraries, departure dates and prices due to circumstances beyond their control.
By making a reservation with MW Tours, you will have agreed to accept the Terms & Conditions. Please read them carefully before you make a booking as they incorporate the basis upon which bookings are accepted by MW Tours and it is important to you. Please note all the bookings are subject to availability at the time of reservation.
6 RESERVATION AND DEPOSIT:
All services are subject to availability of tour, airline availability. Prices may differ once airfare is sold out. A non-refundable $400 per person is required at the time of booking along with a completed tour booking form and accompanying passenger names must be provided exactly as per passport (a copy is to be provided), including middle names, at the time of booking. Receipt of a deposit will be taken as an understanding by MW Tours that customers have read and agreed to be bound by the terms and conditions. Any spelling corrections made after a deposit is paid must be sent in writing and will incur additional fees, including any ticket reissue fees. MW Tours reserves the right to correct any errors in rates quoted or calculated, or any omissions made at any time during your booking. Any verbal quote given is an indication only of the final price and is subject to confirmation in writing.
7 RECEIPT OF DEPOSIT:
By sending a deposit the client agrees to be bound by the terms, conditions and responsibilities set forth in the booking itinerary.
The client also agrees that:
• All persons are fit and physically able to partake, unaided, in their chosen tour as per the itinerary outlined in the Tour description.
• All persons travelling on a Private or Tailor-Made Tour are fit and physically able to partake, unaided, in their chosen itinerary.
• All parties acknowledge the physical demands and hazards involved in the tour they will be undertaking and have chosen to participate at their own risk.
• All parties understand that any medical or dietary information provided to MW Tours does not, under any circumstances, make MW Tours liable if a condition exacerbates while on tour or affects their ability to participate in any portion of the tour.
Any amendment to a booking due to the above, may incur additional charges.
8 BALANCE OF PAYMENT:
Balance of payment must be received no later than 60 days prior to date of departure. Price shown are for payment by cash. An additional surcharge will be applied to the dollar amount paid by credit card or charge card. We reserve the right to cancel the booking without receiving full payment on due day and to apply the appropriate cancellation charges.
9 LATE BOOKINGS:
Payment must be made in full immediately after the company confirms that it is holding space. If payment is not so made, MW Tours shall reserve the right to cancel the booking at its discretion. The bookings may also incur additional fees including any applicable urgent visa processing fees. Any visa & passport applications for bookings made less than 30 days prior to departure, customers are responsible for applying for their own visas & passports.
10 AMENDMENT & BOOKING FEES:
The following fees will apply, as standard by MW Tours:
Land-Only Amendments, to confirmed and deposited itineraries outside of 30 days prior to departure where the value of the booking is decreased or increases – $150 per person, per change.
Transferring between tours (within 60 days) – See ‘Cancellation by Customer’ for applicable fees and details – $150 per person, per change.
Reissue of airline tickets – From $100 per person (other fees may apply)
Once a booking is confirmed, name transfers may incur additional charges. – $150 per person, per change.
11 CANCELLATION BY CUSTOMER:
All Cancellation must be made in writing to MW Tours and will be subject to the following cancellation charges from the date the written notice is received.
• More than 60 days prior to departure, loss of deposit.
• 59-50 days prior to departure: forfeit 25% of total tour cost.
• 49-40 days prior to departure, forfeit 50% of total tour cost.
• 39-30 days prior to departure, forfeit 80% of total tour cost.
• 29 days prior to departure, forfeit 100% total tour cost.
In the event of a cancellation any refunds will be less administration fees and any applicable amendment fees passed on by any supplier or airline. MW Tours will endeavour to recover as much as possible from suppliers to pass on to the customer. Regrettably cancellation charges and fees cannot be waived. There can be no exceptions. No refund will be made for any unused portions of the holiday after the departure date.
Please note that employees of any overseas company or staff of MW Tours outside Australia are not authorised to give any guarantees or agreements to customers in respect of refunds or any other matters. Additionally, employees or staff of MW Tours, within Australia, are not authorised to give any guarantees, agreements or amendments to customers in respect of refunds or any other matters outside of these terms and conditions.
12 CANCELLATION BY MW TOURS:
MW Tours reserves the right to cancel or vary a tour prior to departure due to insufficient numbers. In such an event, alternative guaranteed travel dates will be offered. Should these options not be acceptable MW Tours will refund the full price paid, less visa cost. If a tour is cancelled or varied prior to departure due to unforeseeable circumstances such as, but not restricted to, severe weather conditions or force majeure, MW Tours will refund all monies prior to departure less visa cost, fuel surcharge and any other cancellation fees levied by airlines and other third parties. Unforeseeable circumstances such as force majeure, adverse weather, flight rescheduling, hotel overbooking and faults with transportation or road conditions may also have an effect on the tour itinerary after the commencement date. Any decision made in respect of tour services by independent operators to re-route or amend the itinerary due to any of the above or similar circumstances is at the discretion of the tour service provider and MW Tours shall not be liable for any claim whatsoever arising from such events.
13 REFUSAL OF CARRIAGE:
MW Tours, and their applicable suppliers and ground operators, retain the right to remove customers from our group tours for reasons that impact on the enjoyment or safety of other tour members, such as, but not limited to, the physical, medical or mental inability of customers to undertake the arrangements of the tour, unsocial or unruly behaviour, or the carriage of prohibited substances and materials.
14 HOTEL DESCRIPTIONS, MAPS & PICTURES:
Hotel descriptions featured in this brochure are based on current hotel guides provided by suppliers and contractual agreements. Any facilities described are subject to change at any time. Maps and photographs are included for general information only and may not necessarily reflect actual routings, location or services. MW Tours has made reasonable enquiries to verify that the descriptions and details are accurate but does not warrant that they are.
15 ITINERARY DESCRIPTIONS:
Itineraries by MW Tours, are guides, providing an example, as close as possible, of what you will see on your tour. Certain items may change at last minute due to (but not limited to) timing, weather, local events and traffic etc. Your guide will advise at the start & end of each day of the following days proceedings and schedule in more detail. Any decision made in respect of tour services by independent operators to re-route or amend the itinerary due to any of the above or similar circumstances is at the discretion of the tour service provider and MW Tours shall not be liable for any claim whatsoever arising from such events.
16 TRAVEL INSURANCE:
There is no insurance coverage for all of our tours. It is strongly recommended that all customers travelling with MW Tours are adequately covered by insurance for the duration of their travel arrangements no later than when final balance is paid. MW Tours cannot in any way be made liable for any additional cost incurred by the customer on any tour. We offer 20% discount on insurance policies to all travellers who book any of our tour package.
17 HEALTH REQUIREMENTS:
All customers are required to familiarise themselves with any health requirements specific to the countries being visited. Any pre-existing health conditions must be discussed with your doctor who can confirm your suitability to travel on your chosen tour. The ‘pace’ guide of each tour is outlined in our brochures (easy, moderate & active), on our website and also in the Tour description. If you or any member of your party has any medical conditions, dietary requirement/food allergy, or disability, which may affect you while travelling, you must provide MW Tours with full details in writing prior to making your booking so that we can assist you in considering the suitability of your arrangements. You must also promptly advise MW Tours if there are any changes to your health that may affect your holiday after your booking has been confirmed. In the best interests of yourself and of your tour group, MW Tours reserves the right to prevent you from further participation on a tour if a physical or psychological condition presents itself that significantly affects the enjoyment or wellbeing of yourself or the rest of your group. MW Tours will not be liable to refund any part of the price of the tour paid by you, or on your behalf, which you have not used. You will be responsible for making alternative arrangements to accommodate any medical or dietary condition. The information provided does not, under any circumstances, make MW Tours liable if your condition exacerbates or affects your ability to participate in any portion of the tour. Your medical and dietary information is collected so that we may process your booking. Your medical and dietary information will be provided to our suppliers and partners overseas for the sole purpose of endeavouring to accommodate your condition where possible.
We accept no responsibility for any disease or infection which you may become infected as a result of your tour. Please check with your doctor for the vaccination if required. MW Tours will not and do not provide medical advice and refer all enquiries to health care professionals.
18 TRAVEL DOCUMENTS & VISA PROCESSING:
A passport with a minimum of 6 months validity is required for customers travelling to all countries in our tour itineraries. Visas may be required for some of the destinations we sell, passengers should familiarise themselves with any visa requirements that may be applicable in the areas they intend visiting. MW Tours does not accept any responsibility for passport and visa requirements and clients should be responsible for all entries, exits, health and other documents required by law.
MW Tours does not assist in the process or issuance of visas. MW Tours cannot guarantee that any visa fee, published on any company documents, website or brochure is up to date or correct, at the time of print. MW Tours encourage all passengers to contact the relevant authorities and accepts no responsibility if a visa application is refused. Any cancellation fees or other expenses incurred, by the customer, due to the refusal of a visa, will be entirely the customer’s liability. MW Tours works with a Visa provider (Visa Machine) and all applications can be made here – https://mwtours.thevisamachine.com/
MW Tours aim to release Travel Documents to you 4 weeks prior to travel. On occasions certain items may not be able to be confirmed until you arrive your destination due to (but not limited to) availability of trains, availability of tickets, departure times and so on.
19 CONSULAR ADVICE:
We strongly recommend that you familiarise yourself with the latest Government Consular advice and information. We also recommend that you review information provided by the Australian Department of Foreign Affairs and Trade prior to making your booking by calling 1300 555 135, or by visiting their website www.dfat.gov.au for the latest information.
20 SINGLE TRAVELLERS:
When booking for Single travellers, a Single Supplement fee may apply to your booking. Single travellers have the option to travel on a ‘willing to share’ basis. MW Tours will endeavour to match ‘willing to share’ travellers of the same gender booked on the same departure. In the event, that we are unable to confirm a share partner, MW Tours will confirm a single room in all accommodation and charge the Single Supplement fee applicable, for the tour they are booked on.
Local tipping is customary in Asia, Sub Continent & Africa, some are expected where-as other are not. MW Tours provides the option to include or exclude tipping on all tours. It is the responsibility of the traveller to advise which option they will take prior to deposit being made. If pre-purchasing tipping, we will make arrangements with our suppliers and ground operators to pay locally to the Tour Guide in their local currency, who then distributes it daily to service providers on your behalf. This avoids the need for you to consider individual tipping situations daily throughout your trip.
The amount payable for each tour varies and will be shown in the price guide, however is subject to change at any time, without notice.
Any decision made in respect of paying additional tipping on-top of what is included in your agreed booking is at the discretion of the traveller and MW Tours shall not be liable for any claim whatsoever arising from such events.
Shopping can be an entertaining and pleasurable experience in Asia, Sub Continent & Africa in either local markets or government stores. MW Tours and its suppliers and ground operators are not qualified nor permitted to ensure or guarantee the quality or value of any goods purchased or the suitability of any retail shops visited. It is entirely at our customers own risk at all times in all cases. The customer must accept responsibility for their decision regarding the good’s value, as well as the risk and process of credit card purchases and/or shipping charges.
Customers travelling on any MW Tours product acknowledge that they travel at their own risk. Travelling on vehicles without seatbelts may occur, as well as travelling in vehicles with no window or roofs. Seatbelts may not be compulsory by law in some destinations featured by our company and therefore the locals may choose not to wear them. For this reason, local operators may or may not have seatbelts in vehicles or they may be hidden underneath protective seat covers. It is recommended that where seatbelts are available customers must use them and remain seated at all times while the vehicle is moving. As such, customers warrant that they shall not make any claim howsoever arising from injury or damage in respect of, arising from or contributed to by the absence of seatbelts, windows, doors or roofs and hereby release MW Tours from all such claims.
Should transportation be missed, lost or unused, you are to follow the guidelines of the complaints escalation policy & claims section of these terms and conditions. In the event, that an additional service is to be provided, MW Tours will access the circumstances in which relevant additional charges & amendment fees, may be applicable.
Airlines featured in any brochures do not by virtue of their endorsement represent themselves either as contracting with any purchaser of a holiday from MW Tours, or as having any legal relationship with such a purchaser. Frequent flyer miles may not be accrued on some packaged fares. Pre-flight seat allocation for some airlines are not available. Please contact our office for details. Schedule changes or flight cancellations are subject to the airline’s policy and are outside MW Tours control.
The free checked baggage allowance for economy class passengers is normally 23-30KG per person to Asia, Sub Continent & Africa in accordance with international airline regulations. Some airlines have increased luggage allowance. Please refer to your Air Ticket copy for the actual luggage allowance. Any excess baggage charges will be at own cost of each and every passenger.
Airline schedules from different cities vary so travellers from some cities may need to make their own way to another capital city to join the tour or may require pre- or post-tour accommodation, a stopover or have a lengthy transit en-route to their destination. Any cost for accommodation, transportation or meals incurred will be at the passengers’ own expense. Our reservations team can assist with any of these additional services.
25 AIRLINE FUEL LEVY SURCHARGE:
Airlines may charge a fuel levy surcharge, on top of the normal airline ticket price, in order to cover the increased cost of aviation fuel. As fuel prices have fluctuated, so too has the amount airlines that charge for this levy. At the time of pricing, some airline fuel surcharges are included in the cost of the fare; however, this amount is subject to change until your airline ticket is issued.
26 COMPLAINTS ESCALATION POLICY & CLAIMS:
MW Tours do everything possible to make your trip with MW Tours an enjoyable one. We also ensure that we deal with complaints effectively and efficiently. Should you not be satisfied at any time, you hereby agree to inform our local guide (using support information provided in your documentation) or other service provider on the spot immediately so that they can promptly resolve the problem. If this is not possible and you wish to lodge a complaint or claim this must be done in writing to MW Tours in Brisbane (or by email to firstname.lastname@example.org) within 30 days of the date of the completion of your MW Tours arrangements. Relevant receipts and substantiating evidence must be attached to the letter of claim.
We are committed to being accessible and responsive to all people who approach MW Tours with feedback or complaints. At the same time our success depends on:
• our ability to do our work and perform our functions in the most effective and efficient way possible
• the health, safety and security of our staff, and
• our ability to allocate our resources fairly across all the complaints we receive.
A copy of our complaints escalation policy is available upon request. MW Tours endeavour to respond to complaints within 14 business days, providing the success of the above items.
We are collecting your personal information so that we can process your booking. We will also keep you up to date with other MW Tours offers and product information that may be of interest to you. You can opt out of receiving information at any time if you choose to do so.
28 LAW OF CONTRACT:
This contract is governed by the laws of the state of Queensland and any legal action arising therefrom shall be litigated only in the appropriate court in that state having jurisdiction over that claim.
Special offers cannot be used in conjunction with any other offer or discount MW Tours displays on (but not limited to) brochures, website, flyers and email. Prices listed are per person, twin share. Airfares are priced at an allowance and subject to availability or can increase without notice. Price changes may occur due to matters outside our control which increase the cost of the product or service. Such factors include adverse fuel surcharges, currency fluctuations, taxes and airfare increase. Surcharges & block out dates may apply during peak travel periods. Some day touring may not be available on particular days due to religious or local laws. Hotels featured on Itineraries are used as a guide for the standard of accommodation, these may change during the course of a quote and are not guaranteed until final payment has been received. Any cancellations to bookings that are part of a special or sale, the notice period increases to 120 days (instead of 60 days). Any special can be withdrawn without notice at any time and quotations are not guaranteed until full payment is made.