TERM AND CONDITION
Please read carefully below terms and conditions for your understanding before you make any booking. References to “us”, “we”, “our” and/or “Lighten Travel” in these booking terms and conditions shall mean Lighten Travel. A contract will exist between you and us when we issue an invoice in response to your request for a booking.
You will receive information about the main characteristics of your arrangements before a binding agreement between you and us comes into existence. These conditions together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with us. Please read them carefully as they set out our respective rights and obligations. By making a booking, you agree to be bound by all of them. The key terms of our agreement are:
1. You will enter into a binding contract with us when we issue our confirmation. If you then cancel your arrangements, you will be required to pay cancellation charges up to 100% of the cost of your arrangement, depending on how long before travel you cancel, and/or the terms and conditions of the suppliers whose services make up your arrangements
2. You can make changes to your confirmed arrangements in certain circumstances. We will make a charge for processing these changes;
3. We may make changes to and cancel your confirmed arrangements but we will provide suitable alternatives and pay you compensation in certain circumstances if we do so;
4. We are responsible for making sure your confirmed arrangements are not performed negligently but there are some limits on and exceptions to this.
For all bookings, the party leader must be at least 18, and must be authorized to make the booking on the basis of these Booking Conditions by all persons named on the booking. In making the booking, the party leader confirms that he/she is so authorized and that all party members agree to be bound by these Booking Conditions. The party leader is responsible for making all payments due to us. Subject to the availability of all component parts of your requested arrangements and receipt by us of all applicable payments. Our agreement becomes binding when we issue a confirmation, either directly to you or via any agent we have authorized to act on our behalf. Please check all details on the confirmation (or any other document issued) immediately on receipt. It may not be possible to make changes to your arrangements later so you should notify us of any inaccuracies in any documentation as soon as reasonably possible after you receive them. It may harm your rights and ability to travel if you don’t.
The suppliers whose services make up your arrangements make those supplies in accordance with their own terms and conditions which will also form part of your agreement with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.
MAKING YOUR BOOKING
At the time you make your booking request. We will contact the supplier of the arrangements concerned. Each supplier will require a short period of time to check to see if your chosen arrangements are still available at the price quoted. We will not take any payment from you at this stage.
If we are able to confirm your booking request, we will require a deposit of a minimum of 30% of the total booking value, or US$100 for bookings of a value US$500 or below. A higher deposit may be payable depending on the particular arrangements booked and in some circumstances full payment for the arrangements may be required at the time of booking. Please check with us at the time of booking. Depending on the fare booked, full payment for flights may be required at the time of booking. Full details of the applicable payment will be given at the time of booking. This deposit is non-refundable unless we cancel your tour. Full payment must be made at least 30 days prior to your departure date.
If we cannot or do not do so, we will notify you accordingly by telephone or by email to give you the option to purchase the arrangements at the revised priced. Your booking will be confirmed by the issue of a confirmation invoice and contract.
CHANGES AND CANCELLATIONS BY YOU
Should you wish to make any changes to your confirmed arrangements, you must notify us in writing as soon as possible. Whilst we will endeavour to assist, we cannot guarantee any such requests will be met.
Some suppliers/airlines, special fares/costs are in some cases non-refundable as soon as they are booked. In addition some suppliers/airlines, may consider a name change or other change to an existing booking as a cancellation and rebooking with up to 100% cancellation charges payable by you.
On cancellation the following charges will apply:
Days before departure % of trip forfeited
>30 days Deposit
29-14 days 50%
13-1 days 100%
No show 100%
*Note of a flight only booking:
Should you or any member of your party need to cancel your confirmed arrangements, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when it is received by us. The cancellation charge of flight only bookings will be 100% of the cost of the booking
CHANGE AND CANCELLATIONS BY US
Our tours are planned in advance and due to factors outside our control it may be necessary to use alternative accommodation and services in some instances. We therefore reserve the right to modify or cancel any tour, accommodation or arrangement at any time. We will notify you as soon as possible of any material changes. In the event of any material modification or cancellation we will, if possible, arrange on your behalf three alternatives:
- Services of an equivalent or similar standard, if available
- Services of a lower standard together with a refund of the difference in price
- Cancellation with a full refund of all money paid.
In this terms and conditions, our responsibilities are limited, and our duty to pay compensation is limited and excluded as follows:
1. We will not be responsible, make a price reduction or pay you compensation for any lack of conformity, injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
- The act(s) and/or omission(s) of the person(s) affected
- The act(s) and/or omission(s) of a third party unconnected with the provision of your arrangements and which were unforeseeable or unavoidable.
2. We will not be responsible, make a price reduction or pay compensation:
- For services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book while away, or any service or facility which your hotel or any other supplier agrees to provide for you.
- For any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.
3. Any price reduction or compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):
- Whether or not you have followed the complaints and notifications procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
- The extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your arrangements.
- Deduction that we must make to take account of any money which you have received or are entitled to receive from any transport provider or hotelier for the complaint or claim in question.
CHANGE AND CANCELLATIONS BY THE SUPPLIERS
We will inform you of any changes or cancellations to arrangements we have sold you as agent for other suppliers as soon as reasonably possible. If the supplier offers alternative arrangements or refund, you will need to let us know your choice within the time frame stipulated by the supplier. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.
You must make payment for your arrangements in accordance with the instructions we give. If we do not receive any payment due in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out below will become payable.
We accept payment by:
- Credit card: Visa/ Master
- Bank transfer
- Western Union (Please cover the transfer fee)
- The price does not include any bank fee.
- The services of Mekong River Cruises (South Vietnam, Cambodia and Laos) and Booking of River Cruise in Myanmar are non-refundable. According to the contract of the Cruises Companies, this service once booked is non-refundable. Lighten Travel applies the non-refundable rate policy to these tours that include this service.
- If you choose to pay the balance by bank transfer, we would request you to wire money before the tour starts at least 2 weeks (14 days), then send us the bank slip.
- Final payment must be confirmed and validated by us. We are not responsible for errors or omissions that may occur as a result of the transfer of incorrect information from you or third party travel service suppliers.
- In case you write any wrong information (not the same as we officially provided) and it takes time to amend, we will request you to pay by other method such as credit card or cash to secure your booking. Otherwise, your service will be released.
Please check your confirmation invoice, ticket and any other documentation you receive in relation to your booking as soon as you receive it. Please contact us immediately if any information appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not promptly notified of any inaccuracy in any documentation (including tickets). We will endeavor to rectify or arrange for the rectification of any errors but you will be responsible for any costs involved in changing.
Child under 2 Free of charge
Child no bed (3-5 years) 50% of tour (excluding hotel costs)
Child no bed (6-11 years) 75% of tour (excluding hotel costs) + breakfast surcharge in each hotel if applicable
Child with bed (3-5 years) 50% of total tour
Child with bed (6-11 years) 75% of total tour
Child from twelve years of age and above Adult price
Air tickets: Airline child price policy applied.
Please note that some suppliers may impose additional fees for infants and children. These will be advised at time of booking.
If you have any special request, you must advise us at the time of booking. We regret we cannot guarantee any request will be met unless we have specifically confirmed it in writing. Confirmation that a special request has been noted is not confirmation that it will be provided. All special requests are subject to availability. Failure to meet any special request will not constitute a breach of contract.
DISABILITIES AND MEDICAL PROBLEMS
If you or any member of your party has any disability or medical condition which may affect your arrangements, please provide us with full details at the time of booking so that we can advise as to the suitability of the chosen arrangements. If we/the airline/other supplier reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline the booking. In the event that full details are not given at the time of booking, we reserve the right to cancel the booking when we become aware of these details.
Lighten Travel Co., Ltd. takes responsibility only for a given tour program because we act as an intermediary between clients and all our service provides airlines, hotels, transport operators, and local tourism offices. Therefore, we will not take any responsibility for injuries or damage, for the loss of property, accidents, deaths that occur due to unforeseeable dangers and natural disasters. Additional expenses incurred due to delay, accidents, natural disaster and political actions or unrest must be covered by the tourists or other service providers.
If you experience difficulty or lack of conformity during your holiday, you must inform us without undue delay so that we can take steps to assist you or put things right, if you fail to do so we will be unable to consider any claim for refund or compensation. You should also contact us by emailing firstname.lastname@example.org / or call us +84 964 88 12 88 / 00 2432 454 113. If your complaint remains unresolved and you wish to complain further, please send formal written notice of your complaint to us within 14 days of the end of your arrangements, giving your booking reference and all other relevant information. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and could affect your rights under our agreement.
If in our reasonable belief or opinion or in the reasonable belief or opinion of any person in authority, your behaviour is jeopardising the safety of aircraft, people or property therein or good order and discipline on board; or is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we reserve the right to terminate your arrangements immediately. In the event of such termination our responsibilities to you will cease and you will be required to leave your accommodation or other service immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.
We occasionally take photos during our tours for use in promotional material. Unless you advise us otherwise, you consent to such use of your photographic/video likeness.
1. Additional Beds
Prices for three and four people sharing a room are available on request. Hotels that do not charge for children will expect them to share the existing sleeping arrangements with accompanying adults, and will make an additional charge if extra sleeping arrangements, such as a rollaway or camp bed, are required. However it should be noted that additional sleeping arrangements in the room type booked could cause cramped conditions.
If you have booked a family plan room type for two adults then it is likely that only the adults will be paying guests at the hotel and receive bedding while the accompanying child(ren) will be on a free of charge basis and be expected to share the existing sleeping arrangements with the adults.
2. Flight Seating
The majority of airlines allow you to request your seat(s) prior to travel, though this is often chargeable and subject to your booking being ticketed. Requests can be made on the relevant airline website using the “Airline Ref” shown in the air section on your Booking Confirmation/E-ticket. For more information about seating requests, please contact your Lighten Travel consultant. Seat reservations cannot be guaranteed and may be subject to change based on operational requirements of the airline.
3. General Baggage Allowance
Free checked-in baggage allowance varies by airline and destination. Most commonly for international long haul flights, 20kg is allowed for economy class travellers, 30kg for business and 40kg in first class. Excess charges will apply if your allowance is exceeded on any flight. Baggage allowance is constantly reviewed and subject to change. Please ensure that you check the current baggage limits with your travel consultant or airline before you travel.
4. Brochure Accuracy
Please be aware that brochures are written and produced many months in advance. However, changes and errors can sometimes occur and we ask you therefore to check for the latest holiday details at the time of booking. In addition to hotel information, please bear in mind that changes and alterations can also affect escorted tour, cruise and pre-planned self-drive itineraries. This may be due to local holidays, festivals or special events, adverse weather conditions, essential maintenance projects or other circumstances outside our control.
The availability of some facilities and amenities including restaurants, water sports and Kids’ clubs may be affected by local conditions, such as inclement weather, public holidays or low occupancy. Please check with us at the time of booking.
5. Check-in & Check-out times
Generally, check-in times range between 2pm and 4pm, and check-out between 10am and 12 noon. Subject to the availability of rooms, you may be able to check in earlier. Early check-in is at the discretion of the hotel and cannot be guaranteed unless you book and pay for the accommodation from the night prior to arrival.
6. Hotel Extras
Parking charges at hotels may be applicable and are not included in the prices shown. Leisure facilities featured at hotels are not necessarily free of charge. The use of facilities such as health clubs, tennis courts, golf courses, horse-riding, motorised watersports and scuba diving are normally subject to a fee. Some facilities may also only be available seasonally. Please enquire at the time of booking.
Renovations and/or construction work may sometimes be taking place at your chosen hotel/resort. When we have been advised of this and consider that it may affect the enjoyment of your holiday we will notify you as soon as possible. However, while every effort will be made, it may not always be possible to advise you of emergency repairs prior to your departure from your country.
When purchasing holiday arrangements on a half board, full board or all inclusive basis, please note that some hotels require that meals may only be enjoyed in the main restaurant. A supplement may be required to dine in other restaurants, or when ordering certain food or beverage items. Please check with us at the time of booking as to what is included.
Most hotel prices are based on a standard room for up to two adults. Upgraded room types are available at a supplement; meals are only included where stated. Rooms are generally allocated on a 'run of house' basis, which means you can be allocated a room in any part of the property, unless otherwise stated.
Most hotels, airlines and coach companies now operate a complete non-smoking policy. Cities in some countries ban smoking in public places such as bars and restaurants. Please enquire at the time of booking.
11. Special offers
Special offers cannot be used in conjunction with any other offers or be combined with other special offers. Special offers are subject to availability and terms and conditions will apply. Offers can be revoked at any time.
12. Star Ratings
Every effort has been made to ensure that the hotels and other accommodation we feature are correctly represented and will fulfil your expectations for quality and service. It is important to note that, where used; the star classification system is our own and does not conform to any internationally recognised system. The rating, in our opinion, reflects a true representation of the merits of each property. Inevitably, standards will differ slightly between the many destinations which we feature.
2* Economical and comfortable accommodation offering a simple standard of room and limited facilities.
3* Comfortable accommodation with standard rooms, amenities and public areas. Most three-star properties offer a restaurant on-site and some have a swimming pool.
4* Good superior accommodation offering a selection of services. Most four-star hotels feature a choice of restaurants and in addition, many also have a health club and swimming pool.
5* Five-star hotels offer the highest standards of service and facilities and are acknowledged as the leading properties in the area.
5+* The adjacent symbol gives recognition to hotels of exceptional quality.
+* Indicates a hotel falling between two categories.
In most destinations, supplies of water and electricity are generally very reliable, however in some of the less developed and more remote destinations you may experience occasional power cuts and water restrictions.
Knowledge of the past and of the places of the earth is the ornament and food of the mind of man. – Leonardo da Vinci