By placing a booking with Naturalis, you agree to the followings terms and conditions:
A booking is made with us when you pay us a deposit (or full payment if you are booking within 30 days of departure ) and we issue you with a booking confirmation.
We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion.
If we do not receive the deposit or full payment and on time, we reserve the right to treat your booking as cancelled by you.
We reserve the right to make amendment including altering, postponing and cancelling the entire trip or part of it due to unforeseeable or unavoidable events beyond our control. These includes: war, threat of war, riot, civil disobedience, government action, terrorist activity, natural or industrial disaster, fire, adverse weather conditions, level of water in rivers or floods, technical or maintenance problems and closure of airports.
Except where otherwise expressly stated in these terms and conditions we regret that we cannot accept liability or pay any compensation where the performance of our contractual obligations is prevented or affected by reason of such events beyond our control.
Under no circumstances can we be held responsible for weather conditions. We accept no responsibility for weather conditions that may affect the delivery and implementation of the itinerary.
Some of the travel products or services may be provided by third party suppliers of travel products or services, which we have contracted with. When we are acting as an agent we have no liability in respect of the supply of any element of your booking, including any liability for illness, personal injury, death or loss of any kind, delay and inconvenience caused directly or indirectly by any provider of travel services or products or by other third parties.
Any claim must be brought against the relevant supplier of the travel services or products and where refunds are due to you from third party supplier of travel products or services, we will provide reasonable assistance to you in claiming such funds from them.
We strongly recommend that you do not travel without adequate travel insurance for your own protection and peace of mind. It is your responsibility to ensure that you purchase adequate travel insurance for your needs.
If you have a problem during your holiday it is of the utmost importance that you immediately bring it to the attention of the relevant person (for example the hotel manager, the tour guide, the driver) who will do their best to put things right. If your complaint is not resolved, you should contact our office to advise us of the problem so that we may endeavour to resolve it.
However, should a problem remain unresolved, a complaint should be made in writing within 30 days of your return home. We will not accept any liability for claims received after this period.
Our organization may issue a full or partial refund under certain circumstances:
In order to claim the refund, you must send an email to email@example.com and specify your name and booking number.
Refund requests must be received within 30 days from the date of tour/transfer Beyond that, we will no longer entertain such requests.
It is your responsibility to obtain a visa (where required) and other relevant travel document at your own costs. You must be in possession of a valid passport required for entry, departure and travel through each destination point along the itinerary of the tour, (your passport must be valid 6 months after your return date), and be in possession all visas, permits and certificates including vaccination certificates, insurance policies, required for the whole of the journey.
Any information or advice given by us regarding visas, vaccinations, climate, clothing, baggage, special equipment, etc. is purely advisory, provided as a courtesy and we are not responsible for any errors or omissions as to the information provided.
Every effort is made to ensure the accuracy of the booking confirmation and other travel documents at time of going to issue, however we can not be held responsible for typographical errors, or errors arising from unforeseen circumstances.
It is your responsibility to ensure that all of the details on your travel documents are correct and to bring to our attention any error or discrepancy immediately.
In order to make your booking and ensure that your travel arrangements run smoothly, and in accordance with your requirements, we need to use the information that you provide and pass this onto suppliers. This information may include your name, address, age, passport number and any special needs, disabilities, dietary requirements etc.
Any likeness or image of you secured or taken on any of our tour may be used by us for bona fide promotional or marketing purposes, including without limitation promotional materials of any kind such as brochures, slides, video shows or the internet. We may also use any written feedback for promotional purposes as detailed above.
Luggage and personal belongings are yours and your party’s responsibility. Do not leave personal belongings unattended even for a minute, in the vehicles. We are not responsible for any loss, theft or damage to baggage or personal belongings during the tour/transfer.
Please ensure that small items such as mobile phones, purses and wallets are accounted for before the vehicle departs. We can not guarantee that once the driver has left you, that they will be able to return items left in the vehicle to you immediately. If an item has been left at the hotel then you can call the hotel and provide them with your home address along with their credit/debit card details so the hotel can arrange for the items to be returned to your home address.
A cancellation will only be effective when we receive written confirmation of the cancellation (please send an email to firstname.lastname@example.org)
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges under the terms of any insurance policy you may have.
Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
What cannot be refunded:
1) Airfare is completely non-refundable and non-changeable
2) Promo packages with hotels are not refundable and non-changeable
3) Admission tickets, entry permits cannot be refunded once confirmed
GENERAL CANCELLATION POLICY FOR TOUR PACKAGES WITH HOTELS:
Cancellation with more than one month notice > Cancellation fee equivalent to 35% of the total cost
Cancellation with less than one month notice > Cancellation fee equivalent to 55% of the total cost
Cancellation with less than 15 days notice > Cancellation fee equivalent to 80% of the total cost
Cancellation with less than one week notice and no show on tour date > 100% cancellation fee – No refund
If, after the booking is placed, you wish to change your travel arrangements in any way, for example your chosen date or accommodation, we will do our utmost to make these changes, but it may not always be possible.
Where it is possible to meet your request, the cost will be recalculated in accordance with any new travel arrangements taking into account the prevailing prices, under occupancy supplements, any cancellation fees, amendment fees or other extra charges payable and a new booking confirmation issued.