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Terms & Conditions

Please read this information carefully as payment of your deposit will constitute your agreement to all terms and conditions set out below.

THE COMPANY
“The Company” or ‘We’ in the context of these terms and conditions means Tempo Holidays Pty Ltd. trading as Bentours International, ABN 51007331213. Vic. License No. 31341.

Tempo Holidays is a licensed travel agent, and an approved participant of the AFTA Travel Accreditation Scheme (ATAS). The Company is also a member of the Council of Australian Tour Operators (CATO).

VALIDITY & PRICING
All prices are current at the time of quotation. We use indicative ‘from’ pricing however prices may vary substantially according to season. We will advise the applicable price which relates to the client’s travel dates at the time of inquiry or booking. Applicable pricing is displayed on our website. Prices may also change due to alterations in exchange rates, airfares, fuel surcharges, taxes, or other price rises beyond control of ‘The Company’. The current price will be advised on our invoice. We reserve the right to adjust prices at any time up until full payment has been received by us. Our prices are inclusive of research, communication, documentation and marketing costs. No representation is made that identical, or similar product may, or may not, be obtained at a lower price. Receipt of your payment signifies the acceptance of the costs of services provided on your invoice, E&OE* accepted.

PRICE APPLICATION
Prices are applicable for bona fide international leisure travellers. Service providers may refuse to honour our vouchers if presented by travellers who are unable to meet local qualifications for international leisure travellers. Conference attendees and business travellers may not qualify. We will not be liable for any loss which may result. Prices shown in the brochure are only available when booked and paid for in advance in Australia. Where services are extended overseas, locally published prices may be applied.

ACCOMMODATION STANDARDS
Hotels are generally selected for location, facilities and value. In more remote areas we may need to use basic accommodation which is regarded as ‘best available’. Classifications are based on assessments provided by tourist authorities in the countries concerned and reflect the type of facilities offered, rather than denoting a style of hotel.

Hotel Facilities
The mention of facilities such as parking, gyms, saunas etc does not imply that the use of these is free. Where charges apply, they will be payable locally (unless otherwise specified). Tea and coffee making facilities in rooms are the exception rather than the rule. Swimming pools, heating and air-conditioning are not necessarily available all year round.

Bedding Configuration
Prices are based on lead-in twin share accommodation, unless otherwise stated. Requests for specific bedding types must be made at the time of booking, but are not guaranteed. Double rooms may have either twin or double beds. It is common practice to link two single beds together to use as a double bed. Single rooms are often smaller than other rooms and may contain a single bed. Triple rooms usually consist of a twin or double bedded room with an additional sofa bed, folding bed or rollaway for the third person - the room may be cramped as a result. In villas and apartments the bedding configuration is as advised at the time of publication or booking, and is subject to change. Multiple bedrooms in villas, apartments or similar does not infer that these rooms afford total privacy.

Travelling with Children
Where a child shares a room with two paying adults and stays free, an extra bed may not be supplied and the child could be expected to share an adult’s bed. Additional charges may be levied and paid directly for child meals. Where a child discount rate is applied the child receives a bed, normally a rollaway. When children stay in a room without two adults the adult charge may apply.

SPECIAL REQUIREMENTS
No special provision is made for travellers with physical or mental disabilities. Some accommodation and sightseeing may involve walking or climbing stairs. Special requests, such as wheelchair suitable accommodation and touring, ground floor rooms, cabins or limited step access, must be made to us in writing by your travel agent, and confirmed by us in writing; otherwise any such requests cannot be guaranteed.

PASSENGER PARTICIPATION
We, or our agents, reserve the right to refuse a reservation, or to exclude a passenger from a service whose socially unacceptable behaviour or medical condition is likely to affect the smooth operation of a service, or adversely affect the safety or enjoyment of other passengers. Any decision to refuse carriage, or exclude any person on these grounds will be made without recourse, refund or compensation.

VARIATION AND CANCELLATIONS
Product descriptions were correct at the time of publication. We, or our agents, reserve the right to cancel or modify services due to events beyond our control including insufficient participants or adverse weather conditions. Where arrangements are cancelled, full refunds will be provided by us.

PAYMENT TERMS

STANDARD DEPOSIT
A deposit of $150.00 per person, sent through your travel agent within 7 days of making the booking, is required to secure your reservation, irrespective of the status of the booking. Failure to pay the deposit on time may result in your booking being cancelled.

ADDITIONAL CHARGES
Any reservation that has to be rebooked due to expiry of the booking through non payment of a deposit will be subject to an amendment fee of $33 in addition to immediate payment of the deposit. If we are unable to confirm the initial booking the deposit will be refunded in full. You will be notified at the time of booking if any additional deposit requirements apply.

ADDITIONAL DEPOSITS
NOTE – any packages that requires rail, cruise, flights or niche product (as defined by Bentours) may require additional deposits of between 10-50%. This percentage may be of the module amount or the total package amount – and will be relayed at time of booking. Rail tickets/passes: full payment must be made prior to any reservations being made. Tickets/passes for shows and events: full payment must be made prior to any reservations being made.

FINAL PAYMENT
Final payment is due 60 days prior to departure from Australia. However, exceptions to dates for final payment prior to departure from Australia can apply to certain products. Examples of this include, but are not limited to: Cruise & Expeditions product – where it is common for final payment to be required 70 – 120 days prior to departure from Australia. Exceptions to this are bookings made inside dates of final payment as not above, where full payment is required either at time of booking, or within 7 days, or by sale-end date, or other payment deadline as specified in individual package conditions. Some airline tickets and/or special offers may require payment well in advance of the normal requirements. If you fail to meet payment conditions Bentours International reserves the right to cancel the booking and apply the appropriate cancellation charges. Relevant payment terms will be relayed at time of booking and where possible, stated on invoices.

SPECIAL BOOKING CONDITIONS AND OPTIONS
Some services cannot be booked without monies being paid. We will advise you if this condition is applicable. A full refund for the service will be made if the booking cannot be confirmed. For some arrangements an option system is used. Once an option is advised to your travel agent the deposit (or full payment if applicable) must be made within 5-7 working days in order to confirm your booking. If payment is not received on time the option will automatically lapse.

AMENDMENTS
Except as stated below, no fee will be charged for the first amendment or to extend an existing booking. For second and subsequent alterations, excluding extensions or additions, a fee of $33 per booking applies. A proposed amendment or name change may be treated as a cancellation. Any additional charges applied by suppliers are payable by you.

ADDITIONAL CHARGES
Due to the costs of communication and provision of documents a charge will apply for the following services:

  • Minimum Booking Value: $33 for bookings with a total value of less than $500.
  • Late Booking: $33 charge for any booking made less than 7 days prior to departure from Australia or New Zealand. Additionally, full payment is required at the time of booking regardless of whether services are confirmed. This payment will be refunded in the event that we are unable to subsequently confirm satisfactory arrangements.
  • Document Re-issue Fee: $66 for any amendment made which necessitates re-issue of documents. This may be in addition to any other amendment fee charged by our suppliers.
  • Credit Card Payment: A fee of 2% will be applied to all credit card payments and will be added to the amount to be paid.
  • Courier Fee: Where vouchers, tickets and travel documents are sent via specialist courier this cost will be charged to your booking.

INVOICE ERRORS OR OMISSIONS (E&OE*)
We reserve the right to correct any errors in rates quoted or calculated for any service, notwithstanding that the invoice may have been paid in full. All confirmed bookings are issued with an invoice detailing the services booked. If any service is still on request this will be indicated on the invoice.

DOCUMENTATION
Travel documentation will normally be issued two weeks prior to departure. Documentation will not be issued until we are in receipt of full payment. Issuance of documentation does not absolve responsibility for any outstanding payments due.

CANCELLATIONS
All cancellations must be made in writing through The Company in Australia or New Zealand. No responsibility is taken for cancellations of hotel bookings or other services made directly by the client or the client’s travel agent with the service provider, regardless of whether written proof is given.

PARTIAL CANCELLATION
Cancellation of confirmed services forming part of an existing booking will incur cancellation fees as listed.

BENTOURS INTERNATIONAL CANCELLATION FEES
Our standard schedule of cancellation fees is as follows:

  • 60 days + prior to the commencement of the service: forfeiture of deposit.
  • 59-31 days prior to the commencement of the service: 25% of total cost or deposit, whichever is greater
  • 30-16 days prior to the commencement of the service: 50% of total cos or deposit, whichever is greater
  • 15 days or less, or if your holidays has commenced, 100% of the cost is charged. There is no refund for unused services or if portions of the holiday package are missed. If you fail to check in at your designated hotel as confirmed, 100% No Show Fee will be charged.

SUPPLIER CANCELLATION FEES
These fees may be in addition to the charges outlined above. On some occasions, hotels, airlines and other service providers offer instant purchase rates which may involve cancellation or amendment fees of up to 100% if changes occur after booking, regardless of the date of travel. Supplier charges are based on the commencement date and cost of each confirmed arrangement. Some services have cancellation fees higher than the standard scale, as listed below as a guide. Charges may be up to 100% of the cost paid.

ADDITIONAL CANCELLATION FEES
Some products, packages and services have different cancellation terms or may be non-refundable.  Where these apply will be advised at the time of booking.

REFUNDS
No refund will be given for any service which is not used by you due to late arrival, early departure, or by choice. This includes the failure of any transportation to operate as scheduled. We do not authorise any supplier to promise refunds on our behalf. No refund will apply if the cost of your holiday is reduced after deposit or payment is made.

TRAVEL INSURANCE
Travel insurance is not included in our prices. We strongly recommend that you purchase travel insurance from your travel agent at the time of booking to cover yourself against loss of monies paid in the event of cancellation due to illness or other unforeseen circumstances; as well as for medical expenses, loss of luggage and other expenses incurred while travelling.

LOCAL REPRESENTATIVES
Contact details of our local representatives are included in documentation. Please do not hesitate to contact local representatives for any assistance with difficulties or changes. If you need to alter your arrangements once overseas or to add services to your booking you may do this through our local representative. Any additional costs incurred therein must be paid directly. We cannot be held responsible for any subsequent complaint with arrangements booked directly with a supplier abroad. Cancellations of confirmed services must be notified through The Company even if you have advised the local representative.

CONSUMER CLAIMS
We endeavour to ensure that all your arrangements proceed smoothly. However, should a problem occur during your travels it is essential and most practical to try to resolve it locally with the service provider. If you are unable to resolve the matter, it should be referred to our local representative immediately. If this is not possible we should be informed immediately. If you are unhappy with your hotel room or cabin please inform the duty manager so the situation may be rectified on the spot. If you fail to take these steps any claim to compensation may be reduced or denied. If you have an unresolved complaint this should be put to us in writing detailing the efforts that were made with the local operator to resolve the issue. Please send this with supporting documentation, via your travel agent, within 30 days of the date of the service. No claim made after this period will be considered.

TIPPING
Our prices do not include tips. Tipping tour drivers and guides is customary in the countries included in this brochure. The amount of your tip is left to your discretion and should be seen as a reward for good service.

OVERBOOKING
Overbooking is common practice among airlines and hotels. You need to accept that any claim arising from overbooking may only be made against the airline or hotel concerned. Without prejudice to the foregoing, we will take every possible action to protect your interest should overbooking occur.

CONTENT
Every effort has been made to ensure that the content and information provided is accurate. We shall not be liable for any injury, damage or loss caused by any unintended inaccuracy. If for reasons beyond The Company’s control, and if The Company determines in the interest of safety and security or for operational reasons to change your package arrangements, modify or cancel scheduled services and/or accommodation, either in whole or in part we reserve the right to do so, and will endeavour to provide alternative arrangements of the same standard as that originally booked where necessary.

COSTS NOT INCLUDED IN PRICES SHOWN
Airfares unless otherwise stated, visa and passport costs, travel insurance, vaccination and medical expenses, excess baggage, airport departure taxes, local government taxes, laundry, postage, phone calls, fax/email charges, beverages, items of a personal nature, tips and meals not mentioned on the itinerary.

COMPANY RESPONSIBILITY
Tempo Holidays Pty Ltd (including Bentours International) is not itself a carrier or hotelier; nor do we own aircraft, hotels, coaches or cruise vessels. The services that we supply consist of arranging and coordinating accommodation, tours, cruises and transfers, making bookings and issuing vouchers to be redeemed by suppliers. We exercise every care in the selection of reputable airlines, tour operators, coach operators, hotels and other suppliers of the various travel services used in these services. It is important to note, therefore, that all bookings with Tempo Holidays (including Bentours International) are subject to the terms and conditions and limitations of liability imposed by airlines, coach operators, hoteliers, and other service providers including but not limited to shipping, rail, car hire and restaurant operators, whose services we utilise, some of which limit or exclude liability in respect of death, personal injury, delay and loss or damage of baggage. We always do our best to ensure that your holiday arrangements are satisfactory, and we accept liability for, but only to the extent of, any loss or damage sustained by you as the result of our negligence, or that of our employees or agents. However The Company does not accept any liability of whatever nature for the acts, omissions or default whether negligent or otherwise, of those airlines, coach operators, shipping and cruise companies, hoteliers or other persons providing services in connection with your services pursuant to a contract between themselves and yourself (which may be evidenced in writing by the issue of a ticket, voucher, coupon or the like) and over which The Company has no direct and exclusive control. The Company does not accept responsibility in contract or in tort (actionable wrong) for any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by force majeure or other events which is beyond its control, or which are not preventable by reasonable diligence on the part of The Company, including but not limited to war, civil disturbance, fire, flood, unusually severe weather, acts of God, acts of Government or any other authorities, accidents to, or failure of machinery or equipment, or industrial action (whether or not involving our employees and even though such actions may be settled by acceding to the demands of a labour group).

PRIVACY
We respect your privacy and will not pass on your details to third parties except as required by law, or in the interests of securing reservations on your behalf. We are unable to accept responsibility for the confidentiality of information after it leaves our direct control.

CLIENTS’ RESPONSIBILITY
You should familiarise yourself with all current health, passport or visa requirements that may be applicable in the areas that you intend visiting. You shall be responsible for all entry, exit, health and other documents required by law, regulations, orders, demands or requirements of the countries visited or transited. Any information pertaining to health and travel documentation contained in this brochure is of a general nature only and needs to be clarified by the client prior to travel. We will not accept liability for any loss or expense due to your failure to comply. You will be liable for any additional costs incurred (whether by the client or by The Company on the client’s behalf), as a result of failure to comply with such requirements. You accept that you may be travelling through areas of political or climatic instability, high altitude and remoteness without proper medical services, and accept the associated risks. It is your duty to inform your Agent of any circumstances of which we should be aware, such as medical conditions and other facts which could impact on the smooth running of your travel arrangements. The making of a booking constitutes your acceptance of all booking terms and conditions as described herein and forms the basis of your contract with The Company.

TRAVEL AGENT’S RESPONSIBILITY
Travel agents are responsible to advise us of any special requirements you may have and to communicate to you any changes or alterations advised to them by us. It is the responsibility of the travel agent to ensure all invoice details are correct and that you are made aware of, and acknowledge all booking conditions. No representation made by your travel agent to you concerning the quality, location, or any other matter in relation to the services and facilities provided by us shall bind The Company unless your travel agent has been expressly or impliedly authorised by us to make such a representation.