Standard Terms and Conditions of Contract

 

STANDARD TERMS AND CONDITIONS OF CONTRACT

FUTURE EXCLUSIVE TRAVEL

 

USER AGREEMENT

Your use of this site is expressly conditioned on your acceptance of the following terms and conditions. By using this site, you signify your assent to these terms and conditions. If you do not agree with any part of the following terms and conditions, you must not use this site. Please note we do not have representative services available in all the destinations we feature and therefore you will not necessarily be met on arrival. Please ensure that you refer to your itinerary which will provide the appropriate contact details should you need assistance whilst on holiday.

 

APPLICATION

All quotations or estimates provided by or bookings made with and/or all services rendered by or on behalf of Future Exclusive Travel (‘the Tour Operator) are subject to these terms and conditions (‘the Conditions’).

 

THE CLIENT AND AUTHORITY

The person requesting such quotations or estimates or making such booking or to whom any service is rendered, is deemed to have read and accepted the

Conditions and to have the authority to do so on behalf of the person in whose name the estimate or quotation or reservation is requested and/or provided and/or the person to whom the services are rendered (collectively referred to as ‘the Client’).

 

THIRD PARTY SERVICE PROVIDERS

Future Exclusive Travel  provides Clients with travel and/or other services either itself or acting as agents for principals engaged in or associated with the travel industry, such as hotels (‘collectively referred to as ‘the Principal’). Future Exclusive Travel  represents the Principal as agents only and accordingly accepts no liability for any loss, damage, injury or death which any Client may suffer as a result of any act or omission on the part of or the failure of the Principal to fulfill its obligations, whether in relation to travel arrangements, accommodation or otherwise. The contract in use by the Principal (which is often constituted by the ticket issued by the Principal), shall constitute the sole contract between the Principal and the Client and any right of recourse the Client may have, will be solely against the Principal. The Tour Operator will provide the identity, terms and conditions of all the Principals relevant to the service being provided for the Client’s booking. It’s the Client’s responsibility to familiarize itself with such terms and conditions (‘the Principal’s Conditions’).

 

HOTEL GRADING

Choosing the right hotel can be a dilemma, especially when traveling to long haul destinations and whilst most hotels have official star ratings locally, in some cases official ratings cannot always be relied on. Subsequently we have categorized all hotels throughout the brochure as three, four or five star to give a general guide. However, standards can vary between hotels of the same class in different countries, and even in the same country. For example city hotels which often cater for business as well as leisure travelers may well have generally higher standards than a beach resort hotel where the whole atmosphere will tend to be more relaxed. It is important to read carefully the individual hotel descriptions. A comparison of the extra night cost shown in the price box against each hotel will also give some idea of how hotels in the same resort/country are likely to compare in terms of general standards.

 

BOOKING, DEPOSIT & RESERVATION

Once the Client has filled in the travel enquiry form, responded to an advertisement verbally or in writing or via e-mail or the Internet or has, without reference to any of the aforesaid, asked for more details (collectively referred to as ‘the Enquiry’), about a particular destination, trip, tour or mode of travel (collectively referred to as ‘the Proposed Travel Arrangements’) the Tour Operator will prepare and provide the Client with an estimate (by hand, fax or

e-mail) (‘the Estimate’). Upon the Client’s written confirmation that the facts and information contained in the Estimate is correct, the Tour Operator will prepare a quotation for the Proposed Travel Arrangements (‘the Quotation’). A non-refundable deposit equivalent to the percentage (‘the Deposit’) of the total estimated value of the Proposed Travel Arrangements (‘the Price’) as specified in the Quotation is required in order to confirm reservations with Principals (‘the Booking’), subject to payment of the balance of the Price in due course as specified herein*. The Tour Operator will not confirm any reservation if the deposit and a signed Quotation are not received. Once the Booking has been completed, the Client will be supplied with the document that will contain the final detail of your Booking (‘the Booking Confirmation Form’), which the Client must sign and return to the Tour Operator.

 

BOOKING A ROOM FOR EARLY ARRIVAL OR LATE DEPARTURE

Generally hotel rooms will be available between approximately noon and 3 pm, and are to be vacated between 10am and noon, irrespective of your arrival or departure times, unless we have stated otherwise. Should you wish your room to be ready prior to noon on your day of arrival or available after 10am for an afternoon or evening departure, it is possible to reserve the room at the time of booking at a cost no greater than the extra night price quoted on the website page.

 

TOURS - GENERAL HEALTH REQUIREMENTS

Most of our tours are not suitable if you have any disability or have reduced mobility (including being confined to a wheelchair). Therefore, in the interest of safety and comfort for all groups as a whole, you must be fit enough to participate or alternatively you must have an able bodied carer to assist you on the tour.

 

DESTINATION SELECTION

The Client acknowledges that it has selected the itinerary and destination (s) constituting the Booking based on information gleaned from brochures and/or the Internet. It also acknowledges that such brochures and/or the Internet have been compiled and are managed and up-dated by the Principal over which the Tour Operator has no control. Accordingly the Tour Operator cannot and does not guarantee that the itinerary and/or any destinations will comply in whole or in part with such brochure and/or the Internet. Any right of recourse in that regard will be against the Principal.

 

HOLIDAY SEASONS

Most of the destinations we feature in this website are available all year round. Some do have quieter 'off peak' periods when you can take advantage of uncrowded beaches and more personal attention from hotel staff at excellent prices. At this time it may be necessary for hotels to scale down the size of some of their facilities, such as restaurants, to match demand. Similarly, during peak periods hotels experience full occupancy which may result in a livelier atmosphere and slower service in busier facilities.

 

EXPERIENCES

We are pleased to be able to offer various 'experiences' as detailed in our website that can either be pre-booked or booked in resort. These experiences will require you to be in good physical and mental health. By booking, you confirm that you and your party are in good health with no medical history that would make it dangerous to participate in an experience. The experience will be supervised, and all reasonable precautions will be taken to ensure that you and your party are safe. We will only accept responsibility for personal injury where it is caused by our negligence or the negligence of our suppliers and we do not accept responsibility for any loss or damage to property. The 'experiences' are subject to minimum numbers and may be cancelled at short notice. In such circumstances a full refund of monies paid will be made.

 

PUBLIC HOLIDAYS

Virtually all countries have public holidays, religious or otherwise. The festivities may temporarily disrupt your holiday and some religious holidays such as Ramadan, which affects many Muslim countries may result in a reduction of facilities and entertainment. Others are somewhat chaotic but great fun to be a part of. We suggest that you take this into consideration when selecting your departure date.

 

OTHER HOTEL GUESTS

Many hotels, especially in cities and major resorts, accommodate conventions and conferences. Also, at certain times of the year, some destinations have an influx of groups such as students, associations or clubs. The hotels we feature are shared with guests from many countries with different cultures and customs. We have no control over the acceptance of bookings at the hotels we feature other than our own. We are therefore unable to accept any responsibility for any inconvenience caused by such groups or their activities.

 

MEALS

Meals if included are based on table d'hôte menus, or a meal voucher system unless specified otherwise in the text. Holidays which include main meals generally commence with dinner on the day of arrival at your hotel and terminate with breakfast (on halfboard) or lunch (on fullboard or All Inclusive) on the day of departure. No refunds on meals not taken can be given. Special diets of any kind (including vegetarian) can seldom be catered for adequately within the constraints of a table d'hôte menu and cannot be guaranteed. We would therefore strongly recommend that anyone with special requirements takes a holiday where no meals (or only breakfast) are included and simply buys the most acceptable dishes from the à la carte menu available locally. Where breakfast is included this will more commonly be continental breakfast, although full breakfasts are provided at certain hotels. Please ask at the time of booking if this is important to you. Supplements shown in our website for optional meal plans offer you the opportunity of being able to budget for extra costs before you go. In some cases you may find the cost of the meal cheaper locally, however we regret that it will not be possible to refund the difference either during or after your holiday. Pre booked meals may be subject to dining in the main restaurant only and on occasion it may be necessary to be seated with other hotel guests. If you have paid a half board supplement it may be possible in some hotels to ask for a credit from the table d'hôte dinner to be used against a meal in an à la carte restaurant. However the value of the voucher will generally be considerably less than the half board supplement included in your holiday price.

 

SMOKING

Many hotels also now have a non-smoking policy in hotel rooms and public areas. Please ask at the time of booking if this information is important to you.

 

SPECIAL REQUESTS

Where special requests eg. diet, room location, twin or double bedded room, a particular facility at a hotel and/or particular meals etc. are an important factor in the choice of holiday, you must advise us when the booking is made. We are happy to pass your request on to the hotel but cannot guarantee that it will be accommodated. The provision of any special request does not constitute a term of your contract with us.

 

IF YOU HAVE A DISABILITY

Future Exclusive Travel complies fully concerning the rights of disabled persons and persons with reduced mobility when traveling and is delighted to offer assistance to disabled persons or persons with reduced mobility provided that we are given full information about your specific requirements at the time of booking.

 

EXCURSION/MEAL PACKAGES

Excursion or meal packages which are offered in this website are not always cheaper than buying the same arrangements locally. It is often the case that these packages are offered for the convenience of being both booked and paid for. The cost of any unused tours within excursion packages may not be refunded.

 

TRANSFERS

Our holidays include group transfers from airports/ hotels and vice versa unless otherwise stated on the appropriate holiday product or your documentation. A group transfer is generally a private transfer and the type of vehicle used will normally be dependant upon the size of the group.

 

WEATHER

World weather is becoming more erratic and unpredictable and we cannot be held responsible for disruption to your holiday due to bad or unusual weather conditions.

 

OUR STAFF

We pride ourselves on the quality and friendly professionalism of our staff. In our search to continually try and improve our level of service, we are committed to on-going training, part of which involves the recording of phone calls.

 

PAYMENT AND PAYMENT TERMS

The balance of the Price is due on or before the date specified in the Quotation or the Booking Confirmation Form. If the final payment is not received on time, the travel documents can be delayed and may necessitate the use of a courier service, which will be for the Client’s account or the Tour Operator may cancel the Booking. Late payment may also result in cancellation of the reservation by the Principal. The Client undertakes to pay the Tour Operator interest at a rate of 5% above the prime rate charged by Future Exclusive Travel’s bank on any payment made after the due date. When paying by credit card you will be required to complete the Future Exclusive Travel’s credit card authorization form.

 

PRICES

Prices are quoted at the ruling daily exchange rate. Until Future Exclusive Travel has received payment of the Price in full, it reserves the right to charge any fluctuations to the Client’s account and the Client undertakes to pay for any such fluctuation on demand. The onus will be on the Client to check that there have been no changes in the Price prior to making full and final payment. However, once payment of the Price in full is received, the Price is guaranteed. However, airfares are subject to the price and conditions quoted by the airlines and cannot be guaranteed by the Future Exclusive Travel. Should the Client be a group booking and the group number deviate from the number required for the Booking, the Principal may reserve the right to re-cost the Price and raise a surcharge. Should any Client refuse to accept and pay such surcharge, it may result in the Principal canceling the Booking and retaining any payment made (Future Exclusive Travel will be entitled to retain any service fees charged).

 

We accept various methods of payment, however please note that, if you choose to pay by credit card, there will be a charge levied.

 

PAYING FOR YOUR HOLIDAY

After your booking is taken and a deposit received, a balance invoice will be sent to you detailing the total cost due. Full payment is due not less than 61 days before departure. If you do not pay in full 61 days before departure, we reserve the right to cancel your booking and forfeit your deposit by way of cancellation charges. If you make a holiday booking within 61 days of your departure date then you must pay the full cost of the holiday at the booking stage.

 

PRICING ERRORS

Whilst we endeavour to ensure that the most up to date and correct prices are shown on our website, there may on occasion be an incorrect price shown, due to a system error. When we become aware of any such error, we will ensure that we act promptly and will endeavour to notify you within 7 days of the time of booking, or as soon as reasonably possible. We must reserve the right to cancel the booking and you will be given the choice to amend your booking to an alternative holiday, at the correct price.

 

OUR COMMITMENT TO YOU

Your contract is with Future Exclusive Travel. We will arrange to provide you with the various services which form part of the holiday you book with us. Before your booking is confirmed and a contract comes into existence we reserve the right to increase or decrease website prices or to change any of the information contained in this website. Changes will be made known to you before you book. A booking is not accepted until we issue an invoice. The date shown on the invoice, which will be sent to you or your Travel Agent, is the date of booking. It is important to check the details on the invoice when you get it. In the event of any discrepancy please contact us or your Travel Agent immediately.

 

RESPONSIBILITY

The Proposed Travel Arrangements are made on the express condition that the Future Exclusive Travel, its employees and agents, shall not be responsible for, and shall be exempt from, all liability in respect of loss, damage, accident, injury, illness, harm, death, delay or inconvenience to any Client (which shall be deemed to include the heirs, executors, administrators or assigns of the Client), their luggage, or other property, wherever, whenever and however the same may occur. The Client indemnifies and holds harmless the Tour Operator, its employees and agents accordingly. The Tour Operator, its employees and agents shall further more not be liable for any indirect and/or consequential loss or damages whatsoever.

 

PEAK SEASON SUPPLEMENTS

During peak periods such as Christmas and Easter when demand outstrips the supply of accommodation, you may find that supplements are added to the cost of your holiday. The supplements may be for certain holiday departures and/or accommodation on specific dates. They do not necessarily indicate that additional services such as Gala dinners will be provided. The cost of these supplements will be quoted to you at the time of booking.

 

INSURANCE

It is important that you have insurance cover and that it is adequate for your needs. For those who participate in sports and activities whilst on holiday that have been organised and arranged independently of us, it should be understood that participation is at the individual’s own risk and it is your responsibility to obtain the relevant insurance. It is strongly advised that all Clients take out adequate insurance cover such as cancellation due to illness, accident or injury, personal accident and personal liability, loss of or damage to baggage and sports equipment (Note that is not an exhaustive list). The Tour Operator will not be responsible or liable if the Client fails to take adequate insurance cover or at all. It shall not be obligatory upon the Tour Operator to effect insurance for the Client except upon detailed instructions given in writing and all insurance effected by the Tour Operator pursuant to such instruction will be subject to such exceptions and conditions as may be imposed by the insurance company or underwriters accepting the risk, and the Tour Operator shall not be obliged to obtain separate cover for any risks so excluded. Should the insurers dispute their liability for any reason; the Client will have recourse against the insurers only. Please note that various credit card companies offer limited levels of travel insurance, which the Future Exclusive Travel does not consider sufficient cover. Kindly check with the respective credit card companies in order to obtain the specific details of the cover.

 

TRAVEL INFORMATION AND DOCUMENTS

Documents (vouchers, itineraries etc) are only prepared and released on receipt of payment of the Price in full. You should receive with your invoice a copy of our destination information covering the area/s you are visiting and general information. We strongly recommend that you read these.

 

PASSPORTS, VISAS & HEALTH

It is the entirely the Client’s duty to ensure that all passports and visas are current, valid, obtained on time and will be valid for six months after return to home country and that any vaccinations, inoculations, prophylactic (e.g. for malaria) and the like, where required, have been obtained. Please check the requirements with the Travel Agent before traveling. The Tour Operator will endeavour to assist the Client but such assistance will be at the Tour Operator's discretion and the Client acknowledges that in doing so, the Tour Operator is not assuming any obligation or liability and the Client indemnifies the Tour Operator against any consequences of non-compliance. It is the Client’s duty to familiarize him/herself with the inherent dangers of and mental and/or physical condition required for the Proposed Travel Arrangements. It is the client’s responsibility to ensure the validity of passports and visas. The client must ensure that the details supplied to the Tour Operator mirror those details shown on their passport for international travel and ID documents for local travel.

  

MALARIA AND OTHER TROPICAL DISEASES: WARNING

Certain parts covered by your itinerary are areas where there is a high-risk of malaria and other tropical diseases. We strongly recommend that the necessary precautions be taken in this regard and recommend that you check with your medical practitioner before departure or a medical practitioner well versed in tropical diseases immediately upon your arrival in Africa or any other tropical or sub-tropical destination. If you have not done so prior to departure, it is imperative you do so upon your return.

 

CHANGE OR ADDITION TO YOUR HOLIDAY

If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking, or his or her travel agent. If it is possible to make the change, it will be subject to an administration charge of R750 per booking, and payment of any further costs incurred as a result of the change. If you change your booking to a holiday of lower value, and then cancel that holiday, we reserve the right to levy cancellation charges on the value of the original booking.

 

TRANSFERRING BOOKINGS

If any person named on a booking is prevented from traveling as a result of illness, the death of a close relative, jury service or significant reason, we will agree to that person's booking being transferred to another person who satisfies all the conditions applicable to the package, subject to both persons accepting liability for full payment of the holiday cost and any additional costs arising from the transfer. This will also be subject to our supplier’s approval. We must be given at least 14 days notice of the transfer request. An administration charge will be made of R550 per person for requests made more than 61 days before departure, and R950 per person within 61 days before departure.

 

CANCELING YOUR HOLIDAY

If you or anyone on your holiday booking decides to cancel the holiday you must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail to mailto:info@fetgroup.co.za?subject=CANCELLING YOUR HOLIDAYwithin 24-hours by the person who made the original booking. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24-hours of the original notification.

 

A cancellation invoice will be sent to you within 7 days, if you do not receive this please contact us immediately in order to prevent an increase in charges. The following scale of charges will be payable depending on when the notification of cancellation is received.

 

Prior to 61 days: deposit forfeited;

 

·          60 – 42: 30% of total holiday cost

·          41 – 28: 60% of total holiday cost

·          27 – 7: 90% of total holiday cost

·          Less than 7 days: 100% of total holiday cost

 

We would strongly recommend that you take out full insurance, which will in most cases include cover, under certain circumstances, against loss of deposit or cancellation fees.

 

UNSCHEDULED EXTENSIONS

In the unlikely event of there being unscheduled extensions to the final itinerary caused by flight re-scheduling, flight delays, bad weather, strikes or any other cause which is beyond the control of the Tour Operator, its agents or the Principal, it is understood that expenses relating to these unscheduled extensions (hotel accommodation etc) will be for the Client’s account.

 

ITINERARY VARIATIONS & TRANSFERS

While every effort is made to keep to the final itinerary, Principals and/or the Tour Operator reserves the right to make changes for the Client’s convenience e.g. in some cases, weather conditions can necessitate an alteration in the itinerary and this does not constitute any reason for a refund. It is the Client’s duty to check each amendment to the itinerary and also to sign the final one.

 

BREAKAWAYS

While it is possible to break away from the itinerary, it is understood that such breakaways will be for the Client’s account.

 

LAW & JURISDICTION

South African law and the jurisdiction of South African courts will govern the relationship between the Client and the Tour Operator. The Tour Operator shall be entitled to institute any legal proceedings arising out of or in connection with this contract in any Magistrates Court having jurisdiction in terms of Section 28 of the Magistrates Court Act no. 32/1944 as amended, notwithstanding that the amount in issue may exceed the limits of such jurisdiction.

 

WEBSITE ACCURACY

We rigorously check the information given in our website about accommodation, resorts, itineraries etc., to ensure it is correct at the time of going to sale but in view of the fact that website are prepared in advance, advertised facilities may be changed. Therefore changes may be made to the particulars in this website at any time before the contract with you is made. In these circumstances we will notify you of changes before you book. However, please bear in mind that hoteliers, restaurateurs, night club owners etc., may wish to maintain or improve their facilities, or even take a break themselves. Final details will be shown on your tickets. Tour, excursion, cruise or safari itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised in our website. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure

 

BUILDING AND DEVELOPMENT WORK

Many hotels and resorts are continuing to develop, sometimes rapidly and intensively and often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator, it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay. General refurbishment at hotels is necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.

 

IF WE CHANGE YOUR HOLIDAY BEFORE YOUR DEPARTURE

We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking. We plan arrangements a long time in advance of your holiday using independent suppliers such as hotels etc., over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, if we consider them a SIGNIFICANT CHANGE we will endeavour to advise you or your Travel Agent as soon as reasonably possible. A significant change includes a change of accommodation to that of a lower category and/or price. In the case of a SIGNIFICANT CHANGE before your departure we will provide you with three alternatives:

 

(a) alternative travel arrangements of equivalent or of very closely similar standard and price, if available.

(b) alternative travel arrangements of a lower standard together with a refund of the difference in price; or

(c) cancel your holiday with a full refund of all monies paid.

 

CHANGES DUE TO CIRCUMSTANCES BEYOND OUR CONTROL

We will not be liable to pay any compensation if we are forced to cancel or in any way change your holiday as a result of unusual or unforeseeable situations outside our control, the consequences of which could not have been avoided even with all due care. These include unavoidable technical problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main chartered, the alteration of the airline or aircraft type, war or threat of war, civil strife, industrial disputes, natural disaster, bad weather, epidemic or terrorist activity.

 

IF WE CHANGE YOUR HOLIDAY ACCOMMODATION

We do not control the day to day management of your accommodation, and in exceptional cases it is possible that we may be advised that the reserved accommodation has been overbooked. If this happens before your departure or on arrival in resort we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available we will refund the difference of the website price between the accommodation booked and that available, and will pay up to R300.00 per person for any inconvenience.

 

IF WE CANCEL YOUR HOLIDAY

We reserve the right in any circumstances to cancel your holiday for any reason. However we will not cancel your holiday within 61 days of departure unless it is for a reason outside our control (see changes due to circumstances beyond our control). If we have to cancel your holiday we will offer you:-

 

(a) alternative travel arrangements of equivalent or of very closely similar standard and price, if available.

(b) travel arrangements of a lower standard and a refund of the difference in price; or

(c) a full refund of all monies paid.

 

The Tour Operator, its officers, directors, servants or agents will under no circumstances be liable for any claim if the holiday is cancelled because you have failed to pay on time or as a result of circumstances beyond our control. No compensation is payable if the holiday is cancelled because the number of persons who agreed to take it is less than the minimum number required and you are informed of the cancellation in writing within the period indicated in the description of the package.

 

TOURS

Whilst every effort is made to operate a tour as advertised, on occasion it may be necessary to make changes to the accommodation, the routing or order of an itinerary. Unless the change significantly alters the holiday, compensation will not be payable for minor alterations to the itinerary or nightly accommodation.

 

BEHAVIOUR

Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion 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 holiday. Should this happen no refund or compensation would be paid.  The Client agrees that he/she will at all times comply with the Tour Operator’s or others’ requirements in regard to his/her conduct and he/she will not in any way constitute a nuisance to any other passenger on the tour.

 

WATER/ELECTRICITY SUPPLIES

In many of the less sophisticated destinations we feature, the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Hotels do everything possible to maintain full services. However, occasional power cuts and/or water restrictions may be experienced.

 

ACCOMMODATION IN THE TROPICS

In many hotels, especially beach resorts ‘insects’ in the rooms (eg. cockroaches etc) are almost inevitable. It should by no means be taken as a sign of dirtiness, simply a fact of life in these destinations. Views from some hotel rooms may be partly obscured by palm trees and other vegetation that can grow very quickly in tropical climates.

 

WATERSPORTS AND OTHER ACTIVITIES

Many hotels offer watersports and other sporting activities, in some cases these may be free of charge. Please note that in the interest of your personal safety, the operators of these activities may require that you demonstrate your competence (for example a swimming test) prior to commencement and reserve the right to refuse participation for any reason if they feel this may compromise your or another guest’s safety.

 

LOST ITEMS

If you lose any personal items whilst on holiday, please obtain a written report from a local representative, or police, to help with any insurance claim upon your return.

 

IF YOU HAVE A COMPLAINT WHILE YOU ARE ON HOLIDAY

If you have cause for complaint whilst on holiday, you must bring it to the attention of our local representative or agent and the hotel immediately. They will do their best to rectify the situation. It is unreasonable to take no action whilst on holiday, but then to write a letter of complaint upon return. If you do not raise concerns immediately, this may affect our ability to investigate and take remedial action and it may impact on the way your complaint is dealt with.

 

FUTURE EXCLUSIVE TRAVEL DUTY OFFICER

Future Exclusive Travel operates a 24 hour emergency duty officer system, and the contact number for this will be provided with your itinerary.

 

CONSERVATION

It is becoming ever more important to conserve the world’s natural resources, its landscapes, flora and fauna. Someone coined the phrase "Take only photographs; leave only footprints" and a number of countries now use this to promote conservation. It would be hard to improve on this statement.

 

OUR COMMITMENT TO YOU FOR YOUR HOLIDAY ARRANGEMENTS

(a)Subject to (c), we will accept responsibility if due to fault on our part, or that of our agents or suppliers, any part of your holiday arrangements booked before your departure is not as described in the website, or not of a reasonable standard, or if you or any member of your party is killed or injured as a result of an activity forming part of those holiday arrangements. We do not accept responsibility if and to the extent that any failure of your holiday arrangements, or death or injury: is not caused by any fault of ours, or our agents or suppliers; is caused by you; is caused by someone not connected with your holiday arrangements or is due to unforeseen circumstances which, even with all due care, we or our agents or suppliers could not have anticipated or avoided.

 

(b) For claims which do not involve personal injury, illness or death, the most we will have to pay if we are liable to you is twice the price, the person affected, paid for their holiday (not including insurance premiums and amendment charges). We will only have to pay this maximum amount if everything has gone wrong and you have received no benefit from your holiday. Where enjoyment of only some days has been affected, we will refund reasonable related expenses and pay a daily sum of compensation up to R350.00 per day per person affected.

 

(c) Subject to (a) above, if any failure in your holiday arrangements relates to, or if you or any member in your party is killed, injured or becomes ill during or as a result of, carriage by aircraft, ship, train or coach forming part of the holiday arrangements booked before departure, our liability to pay compensation and/or the amount of compensation we will pay is limited in accordance with the liability of the carrier under any international convention which governs such services. You should also note that these conventions may limit or remove the carrier's liability to you and the amount which the carrier has to pay you. You should also know that the carrier will rely upon its 'conditions of carriage' which may limit or remove the carrier's liability to you and limit compensation under international conventions. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount.

 

(d) Our suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider’s or other supplier’s liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier.

 

(e) If we make any payment to you or any member of your party for death, personal injury or illness, you must give us or our insurers the rights you may have to take action against the person or organisation responsible for causing the death, personal injury or illness and you must co-operate fully with us in seeking recovery of any payment we make.

 

(f) Operational decisions may be taken by air carriers and airports resulting in delays, diversions or rescheduling. Future Exclusive Travel has no control over such decisions, and is therefore unable to accept responsibility for them. Where, as a result of circumstances beyond our control we are obliged to change or end your holiday after departure, but before the end of your holiday, we will not pay compensation or reimburse you for expenses incurred. You should have adequate travel insurance for your holiday and claim via your insurance company for any loss or damage to luggage and/or personal possessions. In the event that any claim is made directly with us, our liability to pay compensation and/or the amount of compensation will be limited in accordance with the conventions referred to in (c).

 

REPRESENTATIVE SERVICES

Please note we do not have representative services available in all the destinations we feature and therefore you will not necessarily be met on arrival. Please ensure you refer to your itinerary which will provide the appropriate contact details should you need assistance whilst on holiday.

 

CURTAILMENT

If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for the remainder of your holiday not completed, or assist with any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

 

IF YOU HAD A PROBLEM

If a problem remains unresolved during your holiday, you should make a complaint in writing to Future Exclusive Travel within 28 days of the completion of the holiday. Please remember to quote your holiday booking number and daytime telephone number. We will reply to you within 28 days of receipt of your letter.

 

OUR COMMITMENT TO YOU FOR PERSONAL INJURY CLAIMS (UNCONNECTED WITH ARRANGEMENTS MADE BY US)

Should you or any member of your party suffer illness, personal injury or death through any misadventure during your holiday arising out of an activity which does not form part of your holiday arrangements provided by Future Exclusive Travel, we will, in our reasonable discretion, offer you advice, guidance and assistance.

 

FOREIGN EXCHANGE REGULATION COMPLIANCE

This is the Client’s exclusive duty. This will apply especially when the Client instructs the Tour Operator to make and pay for travel arrangements on the Internet.

 

AMENDMENTS

No amendment, cancellation or waiver of any term or right referred to herein shall be valid or binding unless reduced to writing and signed by both the Client and a duly authorised representative of the Tour Operator.

 

INTERNET BOOKINGS

If the Client requests the Tour Operator / instructs the Tour Operator to do bookings via the Internet, the Client irrevocably authorises the Tour Operator to do the following on its behalf (1) make any selections of and for the Proposed Travel Arrangements (2) make payments and (3) accept booking conditions.

 

LIMITATION OF LIABILITY

Future Exclusive Travel, its officers, directors, servants or agents will under no circumstances be liable for any claim for any loss, damage or injury suffered by any person whether to their person or property, howsoever caused whether or not arising from any act, omission, default, or negligence on the part of the Tour Operator. whatsoever, unless such claim is due to the gross negligence of the Tour Operator and such claim is lodged in writing with the Tour Operator within 30 (thirty) days after the end of the Booking.

 

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DATA PROTECTION POLICY

 

 

We respect the privacy of our customers therefore we are committed to the following privacy policy, which is designed to give you peace of mind and confidence. Future Exclusive Travel is committed to protecting your privacy. The personal information which we hold will be held securely in accordance with our internal security policy and the law and we will not transfer to a third party and we will only use the information we collected about you lawfully. Future Exclusive Travel only collects information about you to process your quote or booking requests.

 

WHAT PERSONAL INFORMATION DO WE ASK FOR

Whether you are booking a holiday, private jet, or limousine etc. we will ask for your name, your postal address, your telephone and fax number and e-mail address. If you are booking your holiday online, we'll also need your credit/debit card details (including card number, cardholder name, expiry date and start date for MasterCard) in order to take payment and confirm the booking on-line.

 

HOW DOES FUTURE EXCLUSIVE TRAVEL USE THIS INFORMATION

Information about you and members of your party, including your names, contact details and any special needs, disabilities or dietary requirements is collected by us when you request information or make a booking with us. You are responsible for ensuring that other members of your party are aware of our booking conditions and this privacy policy and that they consent to your acting on their behalf in your dealings with us. We may disclose this information to our service providers for the purpose of providing you with your travel arrangements and insurance. Only information necessary for this purpose will be disclosed to them. In the case of air travel, it may be mandatory for us to disclose information for security and anti-terrorism purposes and any other purpose imposed on us by governments or airlines.

 

Some information, for example relating to your religion or health, may be "sensitive personal data. We need this information to cater for your needs, but it is collected on condition that we have your positive consent. If you do not agree to our use of your information, we cannot accept your booking. By making a booking with us, you agree to allow your insurers, their agents and medical staff to disclose relevant information to us in circumstances where we may need to act in the interests of everyone in the group with whom you are traveling. For example, if you contract an infectious illness whilst on holiday, we may need to make special arrangements for you and ensure that you do not return with the group immediately.

 

ONLINE BOOKINGS

We need your name so we can confirm these details to the relevant hotels, private car rentals etc. who the booking is for. We also need your address so that we can send you a confirmation invoice as well as your travel documents and in case we have to write to you about any part of your booking in advance of your holiday. We would need your telephone number and e-mail address in the unlikely event that we need to contact you urgently about your booking. We may also use your IP (Internet Protocol) address to diagnose problems with our server and administer the site - monitoring visitor traffic patterns and site usage to help us develop and improve the Future Exclusive Travel site further. We need your credit card details so that we can collect payment for your booking. Information you supply to us will be passed to our suppliers (such as airlines, hotels, and transport companies) and agents only where necessary for the purposes of booking your holiday.  We also have a Firewall (security software) in place to protect our internal information from the Internet.

 

DOES THE FUTURE EXCLUSIVE TRAVEL SITE USE COOKIES

Yes, the Future Exclusive Travel websites uses cookies.  Every computer connected to the internet is given a domain name and a set of numbers that serve as that computer's "Internet Protocol" (IP) address. When a visitor requests a page from a web site, the web server may record that visitor's domain name and IP address. The domain name and IP address reveal nothing personal about you other than the IP address from which you have accessed our site. We may use this information to examine traffic in aggregate. From time to time we may save a "cookie" on your computer. A cookie is a small text file sent from our web server that is saved on your hard drive via your internet browser. A cookie cannot read data from your computer hard disk or read cookie files created by other web sites. Cookies do not damage your system. We may use cookies to identify which areas of the site you have visited in order to monitor and improve our site or to improve your user experience of the site. You can choose whether to accept cookies by changing the settings of your internet browser. You can reset your browser to refuse all cookies, or allow your browser to show you when a cookie is being sent. If you choose not to accept these cookies, your experience of our site and other web sites may be diminished and some features may not work as intended. In order to fulfill certain services that can be requested through this site we may need your email address and possibly your postal address. This information, if provided by you, will remain confidential and will not be passed on to anyone outside of Future Exclusive Travel without your prior consent.

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WEBSITE TERMS & CONDITIONS

 

 

PLEASE NOTE THAT OVER AND ABOVE THESE WEBSITE TERMS AND CONDITIONS, ALL BOOKINGS ARE SUBJECT TO FUTURE EXCLUSIVE TRAVEL’S STANDARD TERMS AND CONDITIONS OF CONTRACT (‘STC’) WHICH APPEAR ABOVE – WHERE THERE IS A CONFLICT BETWEEN THE TWO, THE STC WILL PREVAIL

 

FUTURE EXCLUSIVE TRAVEL GENERAL POLICY

Future Exclusive Travel’s websites www.FutureExclusiveTravel.co.za, www.fetgroup.co.za and www.ichauffeur.co.za is owned and managed by Future Exclusive Travel cc. (‘Future Exclusive Travel’). It is registered 2007/033982/23. All intellectual property rights including copy right on the design, layout & functionality and corporate identity vests in Future Exclusive Travel cc, may not be infringed, copied, or used in whole or in part without the prior written permission of Future Exclusive Travel cc. The copyright in the material on this website rests with Future Exclusive Travel cc. and its suppliers. Your access to it does not imply a license to reproduce and/or distribute this information. This means that you cannot reproduce or distribute this information. The site may only be used for personal and non-commercial use. Any other use of this site needs the prior written permission from Future Exclusive Travel. If this site is misused in anyway you will be liable for any legal action taken. All details that you give to us must be your own personal information. Action will be taken against individuals supplying Future Exclusive Travel with fraudulent information, false enquiries, bookings, reservations or information requests etc. whilst using websites www.FutureExclusiveTravel.co.za, www.fetgroup.co.za or www.ichauffeur.co.za.

 

WEBSITE INFORMATION

We rigorously check the information provided on our web site about accommodation, resorts, itineraries etc., to ensure it is correct at the time of being added. However, please bear in mind that hoteliers, restaurateurs, night club owners etc., may wish to maintain or improve their facilities, or even take a break themselves. There may be changes to flight timings. Tour, excursion, cruise or safari itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised on our web site. When we are told of any significant or long term changes we will always endeavour to advise you prior to departure.

 

The information displayed on www.FutureExclusiveTravel.co.za, www.fetgroup.co.za and www.ichauffeur.co.za is supplied to us by third party providers. Future Exclusive Travel acts as a booking agent on behalf of our suppliers. The information supplied to us by third parties can change without notification. Future Exclusive Travel will do its utmost to ensure that the information displayed is current and up to date. However such information is displayed in good faith and Future Exclusive Travel does not accept responsibility for any third party information that is incorrectly represented on its website. Hotel grading are supplied to The Travel Agent on behalf of the hotel suppliers, Future Exclusive Travel does not take any responsibility for the grading of hotels. The pictures used on the website www.FutureExclusiveTravel.co.za  , www.fetgroup.co.za and  www.ichauffeur.co.za are for the purpose of hotel representation and Future Exclusive Travel does not guarantee the room pictures used on the site will be the actual room booked. Future Exclusive Travel provides Clients with travel and/or other services either itself or acting as agents for principals engaged in or associated with the travel industry, such as hotels (‘collectively referred to as ‘the Principal’). You will be notified of any additional costs at the time of you making the booking with Future Exclusive Travel and when Future Exclusive Travel gives you confirmation. Future Exclusive Travel represents the Principal as agents only and accordingly accepts no liability for any loss, damage, injury or death which any Client may suffer as a result of any act or omission on the part of or the failure of the Principal to fulfill its obligations, whether in relation to travel arrangements, accommodation or otherwise. The contract in use by the Principal (which is often constituted by the ticket issued by the Principal), shall constitute the sole contract between the Principal and the Client and any right of recourse the Client may have, will be solely against the Principal. Future Exclusive Travel will provide the identity, terms and conditions of all the Principals relevant to the service being provided for the Client’s booking. It’s the Client’s responsibility to familiarise itself with such terms and conditions (‘the Principal’s Conditions’).

 

PACKAGES & AIRFARES

Package offers are subject to availability, date restrictions & currency fluctuations where applicable. They exclude visa costs, cruises excludes port taxes & airport & security taxes where applicable. Terms and Conditions apply. Prices were correct at time of going live. E & OE. Small price variations may occur due to exchange rate fluctuations affecting taxes and surcharges. You will be notified of any additional costs at the time of you making the booking with Future Exclusive Travel and when Future Exclusive Travel gives you confirmation. Flight Schedules & Confirmations Airlines flight schedules are subject to Air Traffic Control restrictions and are subject to weather conditions, the need for constant maintenance, and the ability of passengers to check-in on time. There is no guarantee that flights, ferries, ships, trains or coaches will depart at the times stated on any itinerary or tickets which you receive. All timings are estimates only, and we do not accept any liability for any delay, however arising, or for any schedule alterations.

 

CLIENT RESPONSIBILITIES

It is the client’s responsibility to ensure that you reconfirm the departure date and times of all your flights at least 72 hours prior to your departure. Future Exclusive Travel will not accept any responsibility for any delays and /or loss as a result of your failure to reconfirm any flight and/or connecting flight. It is your responsibility to obtain all passport, visa and health information relevant to your travels. The Future Exclusive Travel sites will be able to give you information & contact details on the above; the responsibility of obtaining visas, passports etc. remains with you, the client.

 

TRAVEL INSURANCE

Future Exclusive Travel strongly recommends that you take out adequate travel insurance. This must be taken out at the time of making a travel request. All premiums must be paid at the time of booking. Future Exclusive Travel will not be liable if anyone should not fail to take adequate insurance cover. We will require that all people booking with us take out travel insurance should you not wish to take out travel insurance then we will require you to complete a form of non-acceptance. The Free travel insurance from paying with your Credit card is not sufficient and there are high excesses to be paid. We strongly recommend that if you are traveling on the insurance granted from paying on your credit card that you take out a credit card top up policy.

 

BOOKING TERMS AND CONDITIONS

Future Exclusive Travel online holiday package bookings will be handled Monday – Friday. Future Exclusive Travel will endeavour to confirm holiday packages within 48 hours unless the booking is sent over the weekend or within public holidays. If some bookings require full payment prior to confirmation and if Future Exclusive Travel is unable to confirm the booking then you will be liable in full. The names on the booking form must mirror that on your passport / ID documents.

 

PRICE CHANGES

Costs associated with travel arrangements can fluctuate sharply. When you book a holiday package through us, we reserve the right to pass on any surcharges to you to cover courier costs, increase in fuel surcharges & security charges / taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports, or exchange rates that are applicable to your particular holiday package.

 

METHODS OF PAYMENT

Credit Cards:

We will require you to indicate, on the booking form, when selecting to pay by credit card that you accept that the information, which you have provided, is correct. This indication will serve as a signature. Please ensure that the names used on the booking form mirrors that in your passport / ID document. A signed and validated Standard Credit Card Charge Form (SCCCF) or payment through our Virtual Card Services system, are the only recognised forms of payment for credit cards.

 

EFT Transfers:

Future Exclusive Travel accept EFT transfers the EFT transmission report emailed to Future Exclusive Travel on info@fetgroup.co.za and that the payment has been confirmed as received by Future Exclusive Travel.

 

LINKS TO OTHER SITES

This site contains a number of links to other sites. Hypertext links to Internet sites outside of this website are provided, in good faith, as a convenience to users. These external information sources are outside of Future Exclusive Travel's control and it is the responsibility of the Internet users to make their own decisions about the accuracy, reliability and correctness of material found on external sites. In providing links to external websites, Future Exclusive Travel takes no responsibility for the contents of those sites. Future Exclusive Travel makes no warranty, representation or undertaking whether expressed or implied nor does it assume any legal responsibility (in negligence or howsoever) for the accuracy, completeness or usefulness of the material located via hypertext links to external websites. No endorsement of those sites and/or their contents is intended, expressed or implied. Future Exclusive Travel accepts no liability (in negligence or howsoever) for any loss or damage a person suffers because that person had directly or indirectly relied on any material located through hypertext links to the external websites. In this disclaimer, the word "material" includes any actual, alleged or asserted fact, details, information, representation, prediction, assertion, opinion, statement, promise, undertaking or the like; and a reference to a person (including the use of the word "you") includes a firm, business, organisation, company or corporation.

 

If you have any questions relating to our privacy policy, or, if at any time you believe that Future Exclusive Travel has not adhered to this privacy policy please let us know by sending an e-mail to info@fetgroup.co.za.