The following booking conditions form the basis of your contract with Wendy Wu Tours Pty Ltd, Level 6, 20 Hunter St, Sydney, Australia. ATAS: A10517. ABN: 87 082 688 202. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, you acknowledge that you have read and understood the terms outlined in this document as well as the specific day to day demands of your chosen tour programme and agree to be bound by them.
These booking conditions only apply to holiday arrangements which you book with us in Australia and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour” or “arrangements” mean such holiday arrangements unless otherwise stated. In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as the context requires. “We”, “us” and “our” means Wendy Wu Tours Pty Ltd.
RESERVATION AND DEPOSIT
Prices and services are subject to availability of tour, airline and specific economy airfare class. Prices may differ once airfare is sold out. Please forward a deposit of $300 per person to Wendy Wu Tours or your travel agent to arrive within three days of receiving confirmation that the company is holding space for you. A progress payment of $1,000 per person is payable within three weeks of initial deposit to hold flights. Once deposit and progress payment are made, airline tickets will be issued, and bookings are not transferrable. Wendy Wu Tours reserves the right to release specials which are applicable to new bookings only. Depending on airline terms and conditions or Wendy Wu Tours’ booking terms, an extra deposit amount or earlier payment may be required. This will be advised at the time of quotation. A requote will be required if payments are not received by Wendy Wu Tours on or before the due date. Passenger names must be provided exactly as per passport, including middle names, at the time of booking, as well as a valid passport copy. If you have booked a land only option, you will be required to email a copy of your flight schedule and passport copy at time of final payment so we can arrange transfers and visas. Any spelling corrections made after a deposit is paid must be sent in writing and will incur additional fees, including any ticket reissue fees. Wendy Wu 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.
Victoria Mekong tours:
For passengers booking a Suite on board the Victoria Mekong, a deposit of $800pp is required at the time of booking.
JOINING YOUR TOUR – FLIGHTS
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 beat the passengers’ own expense. Our reservations team can assist with any of these additional services.
RECEIPT OF DEPOSIT
By sending a deposit the client agrees to be bound by the terms, conditions and responsibilities set forth in this brochure. The client also agrees that:
• All persons are fit and physically able to partake unaided in their chosen group tour as per the itinerary outlined in the Tour Dossier.
• 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 Wendy Wu Tours does not, under any circumstances, make Wendy Wu Tours liable if a condition exacerbates while on tour or affects their ability to participate in any portion of the tour.
BALANCE OF PAYMENT
The final balance of the travel arrangements is due at Wendy Wu Tours no later than 75 days prior to the confirmed tour departure date as confirmed by acceptance of the booking. Failure to pay in full by the due date may result in additional costs, which will be passed on as a late payment fee of no less than $30 per booking or cancellation at the discretion of the company. Wendy Wu Tours reserves the right to request a partial payment of the final balance more than 75 days prior to departure (e.g. airfare portion) if airline tickets need to be issued by our office or by our operators overseas due to airline ticketing time limits. Deposits and payments by credit cards will incur a 1.2%surcharge.
If a booking is made within 75 days prior to departure it is considered a late booking. Payment must be made in full within three days after the company confirms that it is holding space. If payment is not made, Wendy Wu Tours shall have the right to cancel the booking at its discretion. The bookings may also incur additional fees including any applicable urgent visa processing fees. Wendy Wu Tours does not process visa applications for bookings made less than 30days prior to departure but customers are entitled to apply for their own visas.
FEES AND CHARGES
All fully inclusive Classic Tour, Go Beyond Tour, Solo Tour, and Exclusive Collection prices indicated in the brochure are based on group travel and any deviation from the set itinerary may incur additional airline ticket costs. Arrangements such as transfers, accommodation, etc. outside the set group arrangements/dates are at an additional cost.
AIRLINE FUEL LEVY SURCHARGE
In addition to the cost of the airfare, airlines also charge an additional levy to cover the ever-increasing cost of aviation fuel. As fuel prices have fluctuated, so too has the amount airlines 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.
AMENDMENT & BOOKING FEES
The following fees will apply: Amendments to confirmed and deposited itineraries outside of 30 days prior to departure where the value of the booking is decreased – $50 per change (a change to the booking that increases the value will incur no fee).Transferring between group tours or tour date will incur amendment and/or cancellation fees. Reissue of airline tickets – From $100 per person (other fees may apply). Special airfares that require early ticketing may be non-refundable and non-changeable. Once a booking is confirmed, any name change, or passenger change will incur additional charges.
CANCELLATION BY CUSTOMER
All cancellations must be made in writing to Wendy Wu Tours and will be subject to the following cancellation charges from the date the written cancellation is received:
1. If airline and rail tickets are issued, up to 100% of the airfare and rail fare
2. More than 75 days prior to departure; loss of deposit plus any administration fees
3. Between 74 and 59 days prior to departure; 25% of total cost
4. Between 58 and 46 days prior to departure; 50% of total cost
5. 45 days or less prior to departure 100% of total cost
6. Any ‘no show’; 100% of total cost
In the event of a cancellation any refunds will be less administration fees and any applicable amendment fees. Wendy Wu 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 Wendy Wu Tours outside Australia are not authorised to give any guarantees or agreements to customers in respect of refunds or any other matters.
CANCELLATION BY WENDY WU TOURS
Wendy Wu 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 Wendy Wu 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, Wendy Wu 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 that are not refunded by an airline or other third party. 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 Wendy Wu Tours shall not be liable for any claim whatsoever arising from such events.
REFUSAL OF CARRIAGE
Wendy Wu Tours retains 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.
HOTEL DESCRIPTIONS, MAPS & PICTURES
Hotel descriptions featured on our website 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. Wendy Wu Tours has made reasonable enquiries to verify that the descriptions and details are accurate but does not warrant that they are.
It is strongly recommended that all customers travelling with Wendy Wu Tours are adequately covered by insurance for the duration of their travel arrangements. Wendy Wu Tours cannot in any way be made liable for any additional cost incurred by the customer on any tour due to the customer not having adequate travel insurance.
All customers are required to familiarise themselves with any health requirements specific to the countries being visited. Any pre-existing dietary requirement/food allergy; disability; medical, health, physical, psychological, or behavioural condition (‘health conditions’) must be discussed with your doctor who can confirm your suitability to travel on your chosen tour. The ‘tour pace’ of each tour is outlined in our brochures, on our website and also in the Tour Dossier. All passengers will receive a link to download a copy of the Tour Dossier with quote and deposit documents. If you or any member of your party has any health conditions, which may affect you while travelling, you must provide us 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 us 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, Wendy Wu Tours reserves the right to prevent you from further participation on a tour if a health condition presents itself that significantly affects the enjoyment or wellbeing of yourself or the rest of your group. Wendy Wu 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 if you are prevented from participating on a tour due to a health condition. You will be responsible for making alternative arrangements to accommodate any health condition. The information provided does not, under any circumstances, make Wendy Wu 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.
TRAVEL DOCUMENTS & VISA PROCESSING
A passport with a minimum of six months validity upon return to Australia is required for customers travelling to all countries in our programme. Visa fees are included for Australian passport holders in all fully inclusive Classic Tours, Go Beyond Tours, Solo Tours and Exclusive Collection tours. Non-Australian passport holders may incur additional fees and require additional documentation. Wendy Wu Tours may not be able to assist with processing the visas for some nationalities. If passports are not received by Wendy Wu Tours 75 days prior to departure (90 days for multi-country, Myanmar and Central Asia), the customer will be required to pay an urgent visa processing fee. Unless otherwise requested your passport will be returned with final documentation approximately two to three weeks prior to your departure date. If the customer requests the passports to be returned prior to this, an additional fee will be incurred. Responsibility for documentation accuracy, passport validity, purchase of additional required passport photos, the cost for sending passports to Wendy Wu Tours and dispatch of documents rests with the customer. Wendy Wu Tours accepts no responsibility for any failure in this respect. Wendy Wu Tours does not issue foreign visas. We only submit passports and application forms for visas to be issued by the relevant authorities. Wendy Wu Tours cannot guarantee that any visa will be issued by the relevant authority 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. Relevant authorities may require additional documentation to approve your visa application. The cost of additional documentation or application forms are at the travellers expense. Please see our website for the most up-to-date information.
We 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. We strongly recommend that you familiarise yourself with the latest Government Consular advice and information.
When booking more than 75 days prior to departure, single travellers on Fully Inclusive Classic Tours and Go Beyond Tours may avoid paying the Single Supplements by opting to travel on a ‘willing to share’ basis. Wendy Wu 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, Wendy Wu Tours will confirm a single room in all accommodation and waive the Single Supplement. This excludes Japan and Taiwan tours. For all tours to Japan and Taiwan, if passengers are not matched with a share partner, the Single Supplement will be applicable. Our solo traveller tours are guaranteed a single room with no additional supplement and do not have a ‘willing to share’ option. ‘Willing to share’ is not available on Exclusive Collection tours and Solo Traveller tours.
EXCLUSIVE COLLECTION AIRPORT TRANSFERS
Private chauffeur-driven transfers are eligible from Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra and Cairns, based on executive sedan or similar. After hours surcharges apply between 12:00am-6:00am. Available within a radius of 60 driven kilometres from the nearest international airport. Up to 10 extra kilometres can be booked at a supplement. Based on a maximum of two passengers travelling together with standard airline luggage allowance. Any unused portion of this service is non-refundable.
Tipping expectations vary greatly from one country to another. Wendy Wu Tours works with our Ground Partners to ensure that tipping principles are applied to adequately meet the requirements of each region. Tipping is not customary in Japan; hence no set recommendations are provided. In the other regions featured within this brochure we recommend appropriate tipping amounts for convenience. This is done by passengers contributing to a kitty, paid locally to the National Escort in RMB or USD, who then distributes it daily to service providers on your behalf. This avoids the need to consider individual tipping situations daily throughout your trip. Shown on each tour page is the estimated amount for each tour and this is confirmed in your final documentation. Wendy Wu Tours can suggest appropriate amounts for Extensions, Private Tours, Tailor-Made Holidays and Stopovers.
SHOPPING & OTHER SERVICES
Shopping can be fun and entertaining, especially in local markets, where many copies of international brand names can be purchased for next to nothing. However, Wendy Wu Tours, its staff and employees are neither qualified nor permitted to ensure or guarantee the quality or value of any goods purchased or the suitability of any retail outlets visited and the security of using a credit card to purchase such goods. In all cases the purchasing of goods and the use of a credit card for those transactions is entirely at the customer’s own risk and at all times the customer must use their own discretion. Leisure activities and services undertaken during free time is at the customer’s own discretion.
Wendy Wu Tours (herewith called the Company) acts as a co-ordinator for all persons taking these tours in the making of all arrangements for transportation, sightseeing and hotel accommodation. The Company does not own, manage, control or operate any transportation vehicle, any hotel or restaurant or any other supplier of services. All receipts and tickets are issued subject to the terms and conditions specified by the supplier and all services are subject to the laws of the country where the services are provided. The Company acts only as an agent for the owners, contractors and suppliers of transportation and/or other related travel services provided and assumes no responsibility for the loss, theft or damage to baggage or property or for any injury, illness or death or for any damages or claims whatsoever caused arising directly or indirectly from accidents, loss, theft or damage to person or property, delays, transport failure, strikes, wars and uprisings or acts of God etc. over which the Company has no control. We strongly urge all customers to undertake a high level of personal responsibility in order to ensure that possessions, equipment and personal documents are closely monitored and protected at all times.
Except where otherwise expressly stated in these booking conditions, we regret we will not accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of “force majeure”. In these booking conditions, “force majeure” means any event, or the consequences of which, we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events are not limited to but may include actual or threatened war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, volcanic activity, seismic activity, fire, pandemics, epidemics and all similar events, natural or manmade, outside our control or that of our agents or suppliers.
We may provide you with information (before departure and/or when you are on holiday) about activities and excursions which are available in the area you are visiting. We have no involvement in any such activities or excursions which are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in anyway. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in our booking conditions will not apply to them. We do not however exclude liability for the negligence of ourselves or our employees resulting in your death or personal injury. We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the area you are visiting generally or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. If you feel that any of the activities or excursions referred to in our brochure, on our website and in our other advertising material which are not part of our contract are vital to the enjoyment of your holiday, write to us immediately and we will tell you the latest known situation. If we become aware of any material alterations to area information and/or such outside activities or excursions which can reasonably be expected to affect your decision to book a holiday with us, we will pass on this information at the time of booking.
If you have any special requests, you must inform us prior to booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. Unless you receive written confirmation from the supplier that a special request will be complied with, you must assume that it will not be. The responsibility for providing the special request lies solely with the supplier and not with Wendy Wu Tours. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
Please note that seatbelts are not compulsory bylaw in all destinations featured in this brochure and therefore the local people largely 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 acknowledge that seatbelts may not be available and therefore travel at their own risk. 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 and hereby release Wendy Wu Tours from all such claims.
REFER A FRIEND
To be eligible for the ‘refer a friend’ offer you must have a current or previously deposited Wendy Wu Tours booking. One hamper per new booking will be distributed. The referee must quote your full name, booking number and address at the time of their booking. Your hamper will be distributed upon receipt of their deposit. Your friend must be a new customer who has not previously booked with Wendy Wu Tours. Hampers will be delivered at the start of the calendar month. We regret we cannot apply this offer retrospectively.
PROCEDURES FOR LODGING COMPLAINTS OR CLAIMS
At Wendy Wu Tours we are committed to ensuring that we deal with complaints effectively and efficiently. Should the customer not be satisfied with any aspect of their arrangements they must immediately inform the National Escort or Local Guide who will endeavour to resolve the issue at the time. If this is not possible and you wish to lodge a complaint or claim this must be done in writing to Wendy Wu Tours in Sydney (or by email to firstname.lastname@example.org
) within 30 days of the date of the completion of your Wendy Wu Tours arrangements. Relevant receipts and substantiating evidence must be attached to the letter of claim. Our complaints handling policy is available at wendywutours.com.au
or upon request.
Airlines featured in this brochure do not by virtue of their endorsement represent themselves either as contracting with any purchaser of a holiday from Wendy Wu 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 may not be available. If seat allocation is permitted by the airline, additional fees incurred at the time of seat allocation is payable by the traveller. For details, contact our office. Schedule changes or flight cancellations are subject to the airlines policy and are outside Wendy Wu Tours control.
Tour itineraries and prices in this brochure are accurate at the time of printing and prices are based on exchange rates as at 2 September 2019.Once a customer has paid the deposit, the standard regular price of the tour is guaranteed, subject to any increase in fuel surcharge, tax changes or levies imposed by any government or their agencies or any airline. Prices are subject to change without notice. Departure dates of tours are subject to change due to future airline schedules. Wendy Wu Tours reserves the right to make alterations to itineraries, departure dates and prices due to circumstances beyond their control.
It is the travel agents’ responsibility to ensure that all invoice and itinerary details and documentation issued by Wendy Wu Tours are correct and that the customer is aware of amendment and cancellation conditions and other clauses in these Booking Conditions. It is also the agents responsibility to provide copies of valid passports at time of deposit.
LAW OF CONTRACT
This contract is governed by the laws of the state of New South Wales and any legal action arising there from shall be litigated only in the appropriate court in that state having jurisdiction in that claim.
PLEASE NOTE: Changes in operator land costs, airfares, taxes, fuel surcharges and currency exchange rates may affect the price of particular group tours. For these reasons, it is essential that the agent/customer reconfirms all arrangements at the time of booking and prior to paying the final payment.
YOUR FINANCIAL PROTECTION
We are a member of the AFTA (Australian Federation of Travel Agents) Travel Accreditation Scheme (ATAS) (ATAS number A10517). If your holiday does not include flights, AFTA will financially protect your holiday by ensuring you receive a refund or, if your arrangements include return travel to Australia (other than flights) you are returned to Australia in the event that your holiday cannot be provided as a result of our insolvency. AFTA and AFTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by AFTA’s Code of Conduct. For further information about ATAS, please refer to their website https://www.atas.com.au/