Term & Condition

Term & Condition

The Services offered by Umigo Travel & Tours San Bhd (as defined below) can only be used by customers who have first read these General Terms and Conditions and accepted them unconditionally by clicking on the appropriate box provided for the purpose. It is not possible to proceed with the booking process without this acceptance. Customers undertake to fulfil the obligations contained within these terms and conditions. The agreement between Customers and Holiday Tours comes into force as soon as Holiday Tours provides written confirmation of a booking to Customers by email.

Customers should save and/or print a copy of these terms and conditions for future reference when making a booking.

Name in Reservations

Reservations must be booked in the guest’s name as it is displayed on passport. Name changes are generally not allowed. Guest will be asked for passport or ID at time of check-in. If the name on the reservations and the passenger’s passport/ID do not match, the guest will be required to make a new reservations.

Confirmations

Confirmation of a booking includes the essential elements such as the description of the service booked and the price, will be sent to the customer by email. If the customer does not receive a confirmation email after 24 hours of placing the booking, he/she should contact the customer support team.

It is expressly agreed that data stored in the information systems of Umigo Travel & Tours San Bhd and/or its suppliers shall constitute proof with respect to the bookings made by the customer. Data stored in computers or electronic media are valid prod, and shall therefore be acceptable under the same conditions and with the same evidential value as a physical written document.

Cancellations

Cancellation to reservations must be made directly with the Umigo Travel & Tours San Bhd. In the event of cancellation or partial cancellation of a booking by the customer, charges may be imposed by the applicable suppliers. Where a cancellation affects more than one person on the booking, any applicable cancellation charge will be applied in respect of each person on the booking.

A fee may be imposed by the applicable supplier in the event of a cancellation or change to a booking – please refer to the rules and restrictions notified in the booking process for more details.

If the customer does not present himself / herself at the departure of the trip, refunds will only be due to the customer in line with the rules and restrictions of the applicable suppliers as notified in the booking process.

We reserve the right to cancel your booking if full payment is not received in a timely fashion.

Change of Booking

If after making the booking the customer wants to change the trip with respect to the date of travel, the destination, the place where the trip starts, the accommodation or the means of transport, the customer should contact the Customer Support Team for assistance. A fee may be imposed by the applicable supplier in the event of a change to a booking – please refer to the rules and restrictions notified in the booking process for more details.

Refunds

In the event of a refund to the customer after the above deductions, the relevant amounts will be transferred back by the party of the payment card used to make the original booking. Any booking charges applied will not be eligible for reimbursement. Customers should note that refunds of flight bookings may take up to 6 months.

Restricted Fares

Unless otherwise stated by the customer, it is assumed that the customer requires the least expensive services. Such services (e.g. “economy class”) may be provided without any possibility of modification or cancellation. In such cases, the services cannot be provided in a different manner or at a different time or place to those contracted.

Air Transport Terms and Conditions

The customer is responsible for complying with the instructions of the airline and/or tour operator, in particular with respect to flight check-in times. In particular, the customer acknowledges and agrees that:

Airlines reserve the right to cancel or change schedules without notice. Schedules shown are based on expected flying times as indicated by the airlines. Because weather and other factors may affect operating conditions, departures and arrivals cannot be guaranteed nor are the responsibility of Umigo Travel & Tours San Bhd.
Umigo Travel & Tours San Bhd, has no control over the allocation of seats on any air transport, even if pre-booked with the airline, and does not guarantee that specific seats will be available on departure.
Umigo Travel & Tours San Bhd, has no control over any indications of the hours spent flying which are provided by the supplier of the relevant air transport and are given for guidance only and are subject to alteration and confirmation.
It is the customer’s responsibility to confirm his / her return flight in accordance with the requirements of the supplier of the relevant air transport.
If customer books a return journey and does not use the outward flight, the airline may cancel the return flight without refund. This also applies if the return flight is not taken and insofar as the travel is not taken at all. The customer must use flight coupons in sequence.
In the case of special or charter flights, the name of the airline, the flight schedule, the aircraft type, the itinerary and possible intermediate stops are only given as an indication of the outward and return flights in the trip. In accordance with a supplier’s rules and restrictions, these flights, aircraft types and flight numbers can be subject to change, and can be moved by up to 24 hours, even after confirmation.
Additional charges may be imposed by some airlines for meals, luggage, preferred seat selection, etc. Umigo Travel & Tours San Bhd is not responsible for such charges and information on charges shown on the website are for information only and may be amended by airlines at any time.
The customer must comply with all air transport supplier’s rules and restrictions on the carriage of pregnant women.
Airlines reserve the right to assess additional charges that could include an additional ticket purchase for passengers who may be too large to comfortably sit in one seat.
The customer must comply with the air transport supplier’s rules and restrictions on the carriage of children and in particular that children older than 2 years on the return date must have a return ticket at a child fare for both the outbound and inbound flights. Customers who do not comply with this will not be eligible for a refund of any seat charges incurred during travel. Children under 2 years will not be allocated their own seat in the aircraft, unless a child fare has been booked for them. Unaccompanied children under 14 will only be carried in accordance with the air transport Supplier’s Rules and Restrictions.

Combined One-Way Tickets

Umigo Travel & Tours San Bhd may offer customers the opportunity to book a combination of two one-way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines.

Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a customer to make changes to the other flight, the customer will be responsible for any fees incurred for making changes to the unaffected flight.

Administrative and Health Regulations

You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Umigo Travel & Tours San Bhd has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.

Health: Recommended inoculations for travel may change and you should consult your doctor for current recommendations before you depart. It is your responsibility to ensure that you meet all health entry requirements, obtain the recommended inoculations, take all recommended medication, and follow all medical advice in relation to your trip. For medical advice regarding your journey, please contact your doctor.

Disinfection: Although not common, most countries reserve the right to disinsect aircraft if there is a perceived threat to public health, agriculture or environment. The World Health Organization and the International Civil Aviation Organization have approved the following disinsection procedures: spray the aircraft cabin with an aerosolized insecticide while passengers are on board or treat the aircraft’s interior surfaces with a residual insecticide while passengers are not on board.

Some overseas countries have an immigration requirement that a customer’s passport is valid for a minimum period after the customer enters that country, typically 7 months. If a customer’s passport is in its final year of validity, the customer is advised to confirm the requirements of the destination before making final travel plans. The name on the passport must match the name on the ticket, otherwise the customer may not be able to travel and insurance may be invalid.

For information on visa requirements, Customers are advised to contact the embassy of the country they propose to visit.

Please note: It can often take some time to obtain a visa, so customers are advised to apply in plenty of time. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.

Although most travel, including travel to international destinations, is completed without incident, travel to certain destinations may involve greater risk than others. Umigo Travel & Tours San Bhd urges passengers to review any travel prohibitions, warnings, announcements and advisories issued by Wisma Putra prior to booking travel to international destinations.

Special Fares

The flight routes offered may include special fares which offer the best price, but do not necessarily take the most direct route. Some itineraries require a change of aircraft en-route. A flight that is described as direct is one where there is no need to change aircraft during the journey, however, stops may be made en-route for re-fuelling or to let passengers on and/or off. Details of any stops will be given during the booking process and are clearly identified both on the Website and on a Customer’s email confirmation.

Check-In Luggage
Airlines reserve the right to assess an additional charge at the time of check in for additional pieces of luggage, overweight or for non-standard luggage. Examples of non-standard luggage include ,but are not limited to the following: Sporting goods and equipment (e.g. golf clubs and skis), Tools, Musical instrument cases, Trunks, Large portfolios, Boxes, Car seats, Animal carriers (animal handling charge may apply)

Accommodation Services

Accommodation may be offered separately or as part of a package holiday. The services are subject to the rules and restrictions of the suppliers offering the accommodation which will be made available before booking. The rules and restrictions may include restrictions on and/or charges for cancellation and/or changes imposed by the suppliers.

All hotel bookings will require that a customer’s credit card is charged for the full payment upon reservation. Prices shown on the website do not include any fees or charges for optional supplements, including minibar snacks or telephone calls.

If a customer does not show for the first night of the reservation and plans to check-in for subsequent nights in the reservation, the customer must confirm the reservation changes with Umigo Travel & Tours San Bhd no later than the original date of check-in to prevent cancellation of the whole reservation. If the customer does not confirm the reservation changes with Umigo Travel & Tours San Bhd the whole reservation may be cancelled and refunds will only be due to the customer in line with the rules and restrictions of the applicable supplier as notified in the booking process.

Any customer who does not cancel or change their reservation before the cancellation policy period applicable to the hotel which varies by hotel prior to the date of arrival will be subject to the charges shown in the rules and restrictions for the hotel reservation. Customers should note that some hotels do not permit changes to or cancellations of reservations after they are made and these restrictions are shown in the rules and restrictions for the hotel reservation.

Use of rooms

The customer is reminded that, in general, rooms are only available from 1500 hours and have to be vacated by 1100 hours, irrespective of the time of arrival or departure or the means of transport used.

Single rooms generally have one bed and a supplement is often payable for these rooms. Double rooms usually have either two single beds or one double bed.

Accommodation Star Ratings

Star ratings is only a general guide. You should be aware that these are not necessarily the official local rating and that standards can vary between hotels and accommodation of the same class in different countries, and even in the same country. Different countries have different standards; a 3 star hotel in one country is not necessarily equivalent to a 3 star hotel in another.

Accommodation Images

Whilst we endeavor to ensure that property images and descriptions of amenities and facilities displayed on Umigo Travel & Tours San Bhd are an accurate and up to date representation of the properties, we cannot guarantee this always to be the case as we obtain this information from our Travel Suppliers. The images and information are provided to give a general ‘feel’ for the hotel.

Images of room types do not necessarily represent the bed configuration of the room being purchased. For example, a triple room in North America may consist of one double bed and one single bed or a double room in Austria may consist of two single beds. Also, there may be an additional charge for extra beds or cots.

Accommodation Activities

It is possible that, from time to time particular activities offered by the suppliers that are shown in the description of the accommodation on the Website are cancelled, for example as a result of weather conditions or other reasons beyond the supplier’s reasonable control, during out-of-season stays, or if the required number of participants for the activity is not achieved.

Where sightseeing is concerned, the sequence of the various tourist attractions is shown only as an indication. This can be changed by the suppliers.

Accommodation Meals

If meals are part of an accommodation package, the number of meals depends on the number of overnight stays. Full board normally includes breakfast, lunch and dinner. Half board normally includes breakfast and either lunch or dinner, depending on the package. Accommodation which includes main meals generally commence with dinner on the day of arrival at the hotel and terminate with breakfast (on half board) or lunch (on full board) on the day of departure. If one or more meals cannot be taken, no refunds will be made.

The customer is reminded that, unless specified otherwise on the website, drinks are not included with meals. If drinking water is not available, the customer will bear the cost of buying it himself / herself.

Parents are advised to bring special food for their baby with them, as this is not always available locally.

Accommodation Taxes

The local authorities in certain countries may impose additional taxes (tourist tax, etc), which generally have to be paid locally. The Customer is exclusively responsible for paying such additional taxes. The amount of taxes can change between booking and stay dates. In the event that taxes have increased as at your stay date, you will be liable to pay taxes at the new higher rate.

Car Hire

Car hire services are offered separately or as part of a package holiday. These services are subject to the rules and restrictions of the car rental companies.

For reservations of “Supplier Special Rate” offerings, the supplier will provide the use of the car directly to customers and Umigo Travel & Tours San Bhd acts merely as an intermediary in the transaction. Umigo Travel & Tours San Bhd, acting on behalf of the supplier will collect the price of the car hire from customers. However the amount payable by customers may not be the full contractual price for this rental; Umigo Travel & Tours San Bhd may in its discretion make a contribution on behalf of a customer to the rates payable for booking car hire. In these cases the rates displayed on the website reflect the total price less any contribution by Umigo Travel & Tours San Bhd and show the amount payable by customers. In the event of any permitted refund, customers shall not be entitled to a refund of more than the amount actually paid by them.

Car Hire – Method of payment

The customer making the booking must present a credit card when collecting the vehicle. Debit cards are not accepted and the customer must check which credit cards are accepted by the supplier.

The supplier may submit an authorization request to the credit card company during the period of car hire by way of a deposit. The customer must therefore contact his / her credit card company to ensure the payment card limit is suitable for this purpose.

If the customer does not comply with the terms set out above, the Supplier will not make the vehicle available and the full price of car hire will be charged.

Car Hire – Supplements

Additional charges may be payable locally such as refueling, additional driver charges, young driver surcharge and delivery and collection fees. The customer acknowledges that in no event shall Umigo Travel & Tours San Bhd and/or suppliers be liable for such additional charges as detailed or otherwise.

An excess amount may be applicable in the event of theft or damage to the hire car. This will vary depending on the supplier and country of rental. Purchase of an optional insurance locally (called super CDW or super TP) will remove/reduce the excess applicable. The customer acknowledges that in no event shall Umigo Travel & Tours San Bhd and/or suppliers be liable for such excess or provision of additional insurance as detailed or otherwise.

Petrol is not usually included in the hire tariff. For the hire of vehicles in certain countries, such as the United States of America, certain suppliers automatically add charges for filling the fuel tank when the vehicle is returned. In addition, certain suppliers charge a supplement if snow tyres are used.

Unless agreed otherwise, the customer must return the vehicle to the branch of the supplier from which it was collected. If the customer does not comply with this, the suppliers may charge a one-way supplement.

Child seats are available on request and are payable locally.

Collection/Use of the Vehicle

Drivers must usually be aged between 21 and 65 although this can vary between Suppliers and from country to country. It is the Customer’s responsibility to check this with the Supplier. Additional charges may also apply if any driver is aged below 30.

All drivers must produce a full valid driving license for the category of vehicle rented when taking delivery of the hire car. The driving license must be held for at least one year (although again this may vary between Suppliers as well as from country to country) and an international driving license may be required. Customers should check the Rules and Restrictions of the Supplier offering the car-hire for details of all applicable criteria for booking car-hire.

The Customer is reminded that some Suppliers do not permit the rented vehicle to be used outside the country in which it has been rented.

No refunds shall be given in relation to non-utilized rental days.