Terms & Conditions – Turnup.Travel
Please read these terms and conditions of use carefully before accessing, using or obtaining any materials, information, products or services on this website. By accessing the Turnup.Travel Travel website (‘Website’), you agree to be bound by these terms and conditions (‘Terms’) and our Privacy Policy. In these Terms, ‘we’, ‘us’, and ‘our’ refers to Turnup.Travel, and ‘you’, ‘your’ and ‘user’ refers to the user of the Website.
Content
- This Website is operated by Turnup.Travel.
- All the content in our Website is intended for your personal non-commercial use only. All materials published in our Website (including but not limited to articles, features, photographs, images and illustrations, also known as the “Content”) are protected by copyright, trademarks or other intellectual property rights, and are owned or controlled by Turnup.Travel, or the party credited as the provider of the Content.
- Our Website and its Content are also protected by copyrights pursuant to Kenyan and international copyright laws. You may not reproduce, republish, upload, post, transmit or distribute in any manner any content from our Website without first obtaining prior written consent from us.
Price and Promotion
- Each price listed on the Website is only available with certain conditions and these prices may change depending on, amongst others, the availability of booking and/or length of booking.
- Available prices may include additional taxes and other charges, but under certain circumstances it may not include taxes and other service charges (e.g. tips for tour guide, other facilities charges, if any).
- You agree that you are responsible for verifying the total cost to be paid and other terms and conditions and details when the confirmation email is sent.
- We may offer lower prices and/or promotions from time to time. Please note that these may involve different conditions and requirements as it relates to booking and refund policies.
Changes and Modifications
Please note that we reserve the right to:
- Change, modify, alter, adapt, add or remove any of the terms and conditions contained herein; and/or
- Change, suspend or discontinue any aspect of this Website,
with prior notice to the clients through the [notification on the Website].
Clients agree to access the Travel website to view the terms and conditions and it is the client responsibility view and be informed of the changes and/or variations being made to the terms and conditions.
Use of Your Personal Information
- Please note that we will only use the personal information you provide through our Website only for purposes for which the personal information was originally requested, and for directly related purposes UNLESS we are required or authorised under the Law to disclose such personal information OR you give your written consent to allow disclosure of such personal information.
- We do not control the use of your personal information that you shared with our linked sites. Please be aware of their terms and conditions in this respect, if any.
- We will not sell your name and/or personal data to third parties.
Liability
- By using our Website you agree that we will not be liable for any loss arising from your use of the information and material contained in our Website, except if it is caused by us and as determined by the Court of Law. We will neither be liable nor responsible for any loss arising from your use of the information and material contained in the linked sites described in clause 2 herein. We are also neither liable nor responsible for any material provided by third parties with their own respective copyright and shall not be liable for any loss, damages or injury arising from these materials. Our total liability (if any) for all damages, losses, costs and expenses under whatever cause of action, whether in contract, tort or otherwise will not exceed any amount paid by you for accessing our Website.
- Nothing in our Website constitutes an offer to sell any securities and cannot under any circumstances be relied upon for investment dealings of whatever nature.
Terms & Conditions for PACKAGE BOOKINGS – Flight + Hotel
- The meaning of “Package” in the Travel site is a pre-arranged combination of at least two of the following services: flight, accommodation, transfers or sightseeing tours.
- The contract for a “Package” will only be formed when payment is successful, and you have received an email from us confirming acceptance of your booking.
- In the event that your Flight + Hotel booking could not be confirmed, a full refund will be credited back into the original form of payment.
- After a successful payment you will receive a confirmation email with details of your booking number, flight booking number, flight ticket numbers and a hotel booking number. Please print out the email and the voucher and ensure the printouts are always with you as proof of purchase.
- You will also have to present the confirmation email/voucher upon check-in at the hotel. If you do not present the confirmation email/voucher, you may be charged, or the hotel may refuse to check you in.
- The airline tickets that will be sent to you are electronic tickets i.e. e-tickets. So, when checking in for your flight, please provide a valid personal identification.
- Please be advised that all components within the package must be used. In the event you do not show up for your flight or fail to check-in at the hotel without advising us in advance, your “Package” will be deemed null and void and no refunds will be provided.
- If the flight(s) is/are delayed or cancelled, please contact the Travel agent for further assistance.
Cancellation & Refund
- Airlines cancellation or amendment will be entertained with a valid reason with supporting documents. Final decision lies on the Airlines.
- The Hotel booking is based on the individual hotel’s policy, either fully refundable within a certain period or it may be a non-refundable booking. Should there be a necessity for a cancellation for non-refundable bookings, valid reason and documents are required. However, the cancellation and refund solely depend on the hotel’s decision. Turnup.Travel will not be liable should the hotel reject the refund appeal. Failure to arrive at the hotel at the mentioned date will be treated as a No-Show and no refund will be given (Hotel policy).
- Refunds will not be given for any unused part of the package or on/after the original start date of your trip.
- Your contract is also bound by the following terms on “Hotels Bookings”. They will be applied and will govern the components related to hotel stay / purchase.
Terms & Conditions for FLIGHT BOOKINGS
- Your contract for a “Flight Booking” will only be formed when payment is successful by charging your card and you have received an email from us confirming acceptance of your booking.
- In the event that your flight booking cannot be confirmed a full refund will be credited back into your original payment mode.
- After successful payment you will receive a confirmation email with details of your booking number and flight booking number and flight ticket numbers. Please print out the email and the voucher and ensure the printouts are always with you as proof of purchase.
- The airline tickets that will be sent to you are electronic tickets i.e. e-tickets. When checking in for your flight, please provide a valid personal identification.
- Please be advised that all components within the booking must be used. In the event you do not show up for your flight or fail to check-in at the airport without advising us in advance, your “Flight Booking” will be declared null and void and no refunds will be given.
- Additional fees may be charged by the airlines for services such as golfsets, preferred seat selection, baggage handling, excess baggage, or wheelchair services. Please note that fees are determined and charged by the airline and may vary anytime.
Cancellation & Refund
- Airlines cancellation or amendment will be entertained with a valid reason with supporting documents, however the final decision subjected to Airlines approval.
- Amendments/cancellation may incur charges that are set by the airlines.
- Also note that no refunds will be made for any unused part of the booking or on/after original start date of your trip.
Terms & Conditions for HOTEL BOOKINGS
- A contract between you and a hotel is only accepted when payment is successful by charging your card and you have received an email from us confirming acceptance of your booking.
- In the event that your Hotel booking cannot be confirmed full refund will be credited back into your original payment mode.
- After successful payment you will receive a confirmation email with details of your booking number and Hotel reservation number. Please print out the email and the voucher and keep it with you as proof of purchase.
- Upon acceptance of your booking we will send you a confirmation email. You should print out the confirmation email/voucher and present upon check in at the hotel. You won’t be allowed to check in without the confirmation letter/ voucher or may be charged directly if you fail to present the confirmation letter/voucher.
Cancellation & Refund.
- Hotel cancellation or amendment will be entertained with a valid proof and supporting document. However, the final decision depends on the hotel management.
- If the hotel becomes unavailable after confirmation, we will then relocate you to another hotel of the same category for accommodation. If you do not accept the alternative accommodation, the booking will be automatically cancelled, and a full refund will be initiated to the same payment mode.
- Any complaints / shortcomings pertaining to your stay at the hotel must be made known to the hotel authorities immediately and not after your stay period. Turnup.Travel will not be held liable for any unpleasant experiences during your stay.
- We will not be liable to you due to our inability to fulfil the booking by reason of any fire, earthquake, flood, substantial snowstorm, epidemic, explosion, strikes, riot, civil disturbance, war, any failure or delay of any transportation, power or communications system or any similar events which are beyond our control or control of hotel or other service supplier, however, it is still under hotel management decision/approval.
- Hotel star ratings are given on a non-binding impression of the quality of each hotel. These are ratings advised by the hotels themselves and need not necessarily be the official local ratings. Please take note that rating standards can vary between hotels of the same class in different countries, and even in the same country. Turnup.Travel will not be held accountable for misrepresentation of hotel ratings.
- Images, amenities, facilities and descriptions are provided to give general information about the property. Whilst we endeavour to ensure that property amenities, facilities and descriptions are accurate and current, information obtained from our Travel Suppliers does not necessarily represent the actual. Images of room types do not necessarily represent the bed configuration of the room being purchased.
- At time of booking, all special requests like non-smoking rooms / adjoining / interconnecting will be made known to the hotel. These requests are subject to availability. For Wheelchair Accessible Room, suggest contacting your travel agent for pre-arrangement.
- Check in hours for hotels may differ from one to another. Triple and quad rooms may consist of twin or double bed or beds plus extra bed/sofa bed, or two double beds. In some hotels, all triple rooms are doubles with an extra bed/sofa bed. Most hotels do not have one full size bed for each guest in their triple or quad rooms. If an extra bed is required, additional charges may be applied which should be paid directly to the hotel.
- You may request for separate beds upon reservation; however, the separate beds depend on availability. Triples and quads are not made up of single beds, they will generally contain two double beds. Most hotels cannot add additional beds to make a triple or quad but rollaway bed may be available for an additional charge. Some hotels do not include breakfast on extra bed.
- Bookings cannot be made under a fictitious name/s to hold a space. If you do not book with your actual name, you may be denied check in and you may be asked to rebook with additional charges.
- Tourism tax & resort fees are not included.
- If a child supplement shows as N/A (not allowed or non-applicable), bookings should be made for a triple room and will be charged at the full rate for three adults. Child supplements can only be added to the twin or double room rate to obtain the price for a room with two adults and one child. The supplements will apply to children between the ages of 2- 12 years (unless a different age range is specified and varies from country and hotel). Child supplements will not be available if the child’s age is not specified at the time of booking and we will charge for three adults in a triple room if this information is not supplied.
- Cots/cribs for babies are only suitable for those aged under 2 years. While cots may show as available at the time of booking, they are subject to availability upon check in. In some hotels no additional bedding is provided for a child where the child is either free or at a reduced price and breakfast may be charged for the child on departure. If a child requires a bed of their own, you must request a triple and no child discount will apply.
- If a hotel levies an energy surcharge, a resort fee or a local telephone service charge and damages, you are obligated to pay such charges directly to the hotel.
- Please note that some cities charge local Tourism tax which is payable by you directly to the hotel upon check in.
- Most hotels require a major credit card to be provided upon check in to cover incidentals. In the absence of credit cards, a cash deposit may be required. Hotels will have the right to deny check in if you do not produce any credit card nor cash for this purpose. All extras incurred by you must be paid directly to the hotel before departure; we will not be liable for your personal hotel charges.
Terms & Conditions for TOUR BOOKINGS
- “Tour Booking” service by Turnup.Travel is a pre-arranged service, sold at an inclusive price.
- Your “Tour Booking” contract is formed when payment is successful and you have received an email from us confirming acceptance of your booking
- If your Tour booking cannot be confirmed full refund will be credited back into your original payment mode.
- After successful payment you will receive a confirmation email with details of your booking. Please print out the email and the voucher and ensure the printouts are always with you as proof of purchase and to be presented to the Tour agent.
- Please be advised that all components within the package must be used. In the event you do not show up, your “Tour Booking” will be treated as null and void and no refunds will be accorded.
Cancellation & Refund
- Cancellation and Refund will be entertained with a valid reason and supporting documents. This may or may not include charges. However, the refund depends on the tour supplier.
- Amendment or Modification will be entertained with a valid reason and supporting documents. This may or may not include charges. However, it also depends on the tour supplier’s final decision.
- Changes to your “Tour Booking” is allowed, if you agree to bear any additional charges / penalties imposed by the operators that are applicable during the time the changes were made.
- No refunds can be made for any unused part of the tour package or on/after the original start date of your trip.
Our cancellation charges are determined by the fact that once we have booked with hotels and safari camps/lodges and with local airlines, they will charge us a cancellation fee if we cancel a booking. We try to keep such charges to a minimum and they are as follows, as a percentage of the total invoice charges:
- Bookings cancelled or amended from time of booking up to 120 days before commencement of the safari incur a 25% cancellation charge.
- Cancellation or amendment less than 120 days and up to 60 days prior to commencement of the safari: 35% cancellation charge.
- Cancellation or amendment less than 60 days but up to 30 days prior to commencement of the safari 50% refund, 50% cancellation charge.
- Cancellation or amendment less than 30 days but up to 15 days prior to commencement of the safari: 25% refund, 75% cancellation charge.
- Cancellation or amendment less than 15 days or more than 3 days prior to commencement of the safari: 10% refund and 90% cancellation charge.
- Cancellation or amendment 3 days or less before commencement of the safari – nil refund, 100% cancellation charge.
- Please note that any refunds due to you in the event of cancellation can be credited only to the original card used for making the initial payment.
Above cancellation terms are for Kenya. Terms for other countries will be advised at time of booking.
Terms & Conditions for TRANSFER BOOKINGS
- “Transfer Booking” service is provided by Turnup.Travel is a pre-arranged service that is sold at an inclusive price.
- Your contract for a “Transfer Booking” is formed when payment is successful, and you have received an email from us confirming acceptance of your booking
- If your Transfer booking cannot be confirmed, then a full refund will be credited back into your original payment mode.
- After successful payment you will receive a confirmation email with details of your Transfer booking. Please print out the email and the voucher and ensure the printouts are always with you as proof of purchase and to be presented to the Transfer agent.
- Please be advised that all components within the booking must be used. In the event you do not show up, your “Transfer Booking” will be treated as null and void and no refunds will be accorded.
Cancellation & Refund
- Cancellation and Refund will be entertained with a valid reason and supporting document. This process may or may not incur charges depending on the tour supplier’s decision.
- Amendment or Modification will be entertained as well with a valid reason and supporting document. This process may or may not incur charges depending on the tour supplier’s decision.
- Changes to your “Transfer Booking” is allowed if you agree to bear any additional charges / penalties imposed by the supplier that are applicable at time of change.
- No refunds can be made for any unused part of the transfer booking or on/after the original start date of your trip.
Unauthorised Bookings.
- Should the system detect any anomaly in the booking, Turnup.Travel reserves the rights to request: A. Image of the payment card, front and back.
B. Image of the card holder’s travel document.
- Upon verification, if the booking is genuine, Turnup.Travel will honour it accordingly.
- Should the guest be unable to provide the necessary documents, the booking will be considered as an unauthorised booking and be cancelled. The refund is subjected to the product suppliers. (hotel, flight, transfers, tours etc.)
