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You are deemed to have read, understood and accepted the following policies (collectively called the Terms and Conditions). For Purpose of clarity, Neo Tour & Travel shall be referred to as "the Company" hereinafter. Please check addendums to the Terms and Conditions, if any, upon booking. This terms & conditions only valid for tour code suffixed by "CB" or "CT" letters.

Reservation, Deposit and Full Payment

Reservation can be made with the Company anytime during business opening hours. To confirm the reservation, please visit its office during business opening hours with a deposit amount as specified below. This deposit forms part of the final payment.

  • All tours (except those on chartered flights) - a deposit of 50% of tour price per person is required upon reservation
  • Tours on chartered flights - amount per terms and conditions stipulated by principal supplier

Payment of deposit does not constitute confirmation of the tour. All group tours are subjected to a minimum group size (as determined by the Company) in order for the confirmation to be effected and for the departure to be finalised.

Full payment is required no later than 14 days prior to departure.

In case of tours on chartered flights, full payment must be made 1 month before departure.

If full payment is not received 14 days or more prior to departure, the Company reserves the right to forfeit the deposit and cancel the reservation. In such an event, the cancellation fee as stated below is payable by the Customer.

Cancellation by the Customer - Payment and Cancellation Fee

The Customer is allowed to cancel the reservation in writing, at any time prior to the departure date. However, cancellation fee will apply and it is computed based on the length of notice period to the departure. Please note the cancellation fee is a persentage of the deposit or the total tour fare, as the case may be. The cancellation fee as well as corresponding refund component are indicated below.

No. of days between departure and receipt of cancellation notice Cancellation fee and refund per person
All tours (except those on chartered flights) Tours on chartered flights
35 working days and above Cancellation:50% of deposit
Refund: 50% of deposit
Cancellation: Full deposit
Refund: Nil
15-34 working days Cancellation: Full deposit
Refund: 0% of deposit
Cancellation: Full Tour Fare
Refund: Nil
8-14 working days Cancellation: 50% of tour fare of S$500
whichever is higher
Refund: Remaining balance after deducting cancellation fee from tour fare
4-7 working days Cancellation: 75% of tour fare of S$500
whichever is higher
Refund: Remaining balance after deducting cancellation fee from tour fare
4-7 working days Cancellation: full tour fare
Refund: Nil

Term above only relate to tours operated by Company. For tour products or individual components supplied by third party(ies), e.g. Insight Vacations, Contiki Holidays, train services, air tickets, hotel booking etc., cancellation fee under the terms and conditions of the respective thrid party(ies) shall apply plus a handling charge of S$50 per service per person. Cancellation fee imposed by third party(ies) include no-show fee, refund administrative fee and any deposit committed to their suppliers to secure confirmation of services requested. Upon the Company receiving the written notice of cancellation and in accordance with the Terms and Conditions stipulated, the Customer shall receive the refund.

Cancellation by the Company

Please note that the company is acting as an agent for service renderer. Even after deposit or full payment has been made, all arrangements are still subject to final comfirmation. If for some unforseeable circumstances the arrangements cannot be finalised and the reservation has to be cancelled, the company will endeavour to notify the customer at least 1 week before departure. At times due to low subscription for a group tour, the company may choose , to cancel the entire tour 14 days prior to departure . The company may, if it so chooses, recommend alternative tours preferably to the same destination or other tours,based on current tour fare. In the case of a free and easy tour,accommodation and all services are strictly on request and subject to confirmation. The company may recommend alternatives if available. Please note that surcharges may apply on a case by case basis qnd the customer will be advised accordingly. Should the customer decide not to accept the alternatives, all refund will be made accordingly by the company and without further obligations. The Company shall also not be held liable for any contingent costs incurred by the customer arising from the cancellation. The Customer shall receive the refund within 4 to 6 upon the Company notifying the customer of the tour cancellation.

Refund Policy on Used Portion of the tour

No refund will be made with respect to accommodation, meals, sightseeing tourn or any other services included in the tour fare but not utilised by the customer, either in part or full, or where the customer amends, cancels or otherwise varies arrangements after commencement of the tour.

Refund Policy - Payment Mode

For cheque or cash payment, refund will be made in a from of a cheque and procesed within 2 to 4 weeks. For credit card payment, refund will be through the credit card company and processed wwithin 4 to 6 weeks. During peak periode, the refund process may be longer due to the increase in transactions.

Amendment to reservation and /Amendment Fee

Amendment refers to any change to the originak reservation such as change of name, change of flight itinerary and / or change of accommodation. Amendment by the Customer Any change made by the Customer to existing booking, an amendment fee of S$50 per person will apply. Any re-issuance ticket, minimum administrative fee of S$50 per air ticket on top of any airline charges will apply. Any change made to the departure date of the tour type, cancellation fee as stated under the section 'cancellation by the Customer - Payment and Cancellation Fee' will apply. Any change made to name of the Customer will be treated as cancellation of tour. Admendment to Tour Itinerary by the Company The company makes reasonable effort to avvoid changes in the itinerary. However, the Company reserve the right to make minor changes at any time due to unforeseen circumtances, especially during peak periods or in the event of force majeure.

Extension of Stay / Deviation from Tour Itinerary

Extension / deviation of stay may be permitted at end of the tour, subject to maximum validity and restriction of air ticket, seat confirmation and availability of accommodation prior to commencement of the tour. It is the Customer's responsibility to hold firm comfirmation for the return flight. When extension / deviation of stay cannot be confirmed 2 weeks prior to departure, the Customer is deemed to be taking the original tour schedule. All extra costs incurred to process the extension, e.g. administrative fee will be borne by the Customer. Please note that extension / deviation of stay will be at the Customer's own expense and transfers to and from the airport will be provided. For tour on chartered flights, no extension / deviation will be permitted. The air ticket issued is a special one restricted to a specified airline only. It is not negotiable, endorsable, reissuable or re-routable. Any alteration of the routing or the date by the Customer is solely at the Customer's own risk.

The company and its accociated agents shall not be held responsible for any inconvenience caused and extra expense inccured. No refund will be made for any unused air ticket, accommodation, meals or sightseeing, in part or in full.

Travel Documents, Travel Insurance and Travel Vouchers

Passport and Other Travel Documents

It is the Customer's sole responsibility to ensure a valid passport with minimum 6 months's validity from date of last departure point as well as the necessary visas, vaccinations, health certificates and all necessary travel documents as required by the various government authorities of the country (ies) to be visited (e.g. exit permit, work permit, social visitor pass etc.).

Visa

Different embassies / consulates require varying lengths of time to process visa applications. For non-Singapore passport holders, please request the Company to check on visa requirements. The Company renders assistance in visa application wherever possible. The Company cannot, however, guarantee the approval os such visa application. This visa is subject to (auxiliary) charges. Please check with the Company on the amount.

If, for any reason, application for visa or exit permit is rejected, full refund of all monies paid (excluding visa application fees paid to the respective embassies) will be made if the result of the rejection is made known to the Company at least 35 days prior to departure. If less than 35 days notice is given, the relevant cancellation fee as stated under the section 'cancellation by the Customer - Payment and Cancellation Fee' and or in the addendums to the terms & Conditions, if any, will apply. The Company will not be responsible for any expense, reimburstment or refund of the tour fare if the Customer is deported or refused entry by immigrations authorities on the tour for whatever reasons, including improper travel documents, quarantine, custom regulation, possession of unlawful items or irregularities that may cause harm / damage to person or property.

Travel Insurance

Purchase of travel insurance is strongly recommended with respect to unforeseen circumtances such as trip cancellation, personal baggage loss, personal accident, injury or illness. Under no circumtances shall the Company be construed as a carrier under contract for safe carriage of the Customer or his / her baggage / belongings. The Company will be pleased to assist in the enquiries of any travel insurance and related matters.

Travel Vouchers

The Company issues travel vouchers from time to time as part of its promotional activities. The terms and conditions for the redemption of travel vouchers shall be clearly spelt out to the Customer in the appropiate documents.

General Matters Relating to Tours

Accommodation

Accommodation is as spesified in the tour brochure / itinerary / booking form. Accommodation for adults is based on sharing twin, double or triple bedrooms at the nominated or similar standard hotels. For farm stays abd ski resorts, sharing of bathroom facilities may be necessary. When booking triple-share rooms, please note thet the third bed will be a 'roll-away' bed. Single room occupancy is at traditional cost.

Baggage

The Customer is allowed chace-in baggage not exceeding 20 kilograms. Only one piece of hand luggage not exceeding 7 kilograms is allowed on board the aircraft. Excess baggage must be paid locally by the Customer.

Meals

Meals, including meals on board flights, are as indicated in the tour brochure / itinerary / booking form. If meals on board are not served due to whatever reasons, there shall be no refund or replacement.

Seat Rotations

The Customer is requested to rotate seating arrangement on the coach during the period of the tour.

Single Supplement

For occupation of a single room, single supplement amount as indicated in the tour booking form is required.

Special Requests

If there is any special request regarding special meals, dietary requirements, adjoining rooms, etc., please inform the Company upon booking. Such requests are subject to availbility and confirmation.

Pricing Policies

Validity

All information and prices shown are accurate at time of print. Tour fare includes: Airfare, accommodation, airport transfers (if any) and meals (if any), as specified in the tour brochure / itinerary / booking form. Tour fare excludes: Airport taxes, airport securities taxes, airlaine insurance surcharges, fuel taxes, visa fees, travel insurance, customs fees and service fees as specified by the airline and airport authorities; laundry, excess baggage charges, beverages, room services, gratuities to drivers and tour leaders / local guides and tips to hotel porters; and personal expenses. Please refer the Company for visa fees, gratituies to drivers and tour leaders / local guides, and tips to hotel porters.

Child Fare

Children below 12 years as on the date of departure from Singapore are eligible for child fare. Child fare is based on sharing a twin or double room with two adults without an extra bed. If an extra bed for the child is required, please arrange with the Company who will advise on the surcharges / supplements, if any.

Pricing Policy Relating to Promotions

The Company accords discounts and other from of promotional pricing.Its policy is to display all service charfes including such discount or promotions.

Payment scheme for Reservation

Payment may be made in full or by way of a deposit followed by the balance of payment. please refer to section 3 for further elaboration.

Modes of payment

Payment may be made in cash,by ATM Transfer,cheque Cheque will only be accepted if presented to the company at least 7 working days before departure.All payment have to be made out in Singapore Dollars.

Pricing Accuracy

The company is committed to the avoidance of over or undercharging.To ensure accuracy of charging, its policy is to list clearly all prices including GST in sales invoices and Communications Materials. The company will also cleary indicate any additional charges for extra services that may be incurred by the Customer.

Delivery Services

The company provides delivery of documents to the customer upon request.Delivery charges can be found in the sales Kit and these shall be communicated to the customer.

Receipts

The company shall issue a detailed reseipts for each and very payment made.Whilst the company is a GST-reqistered organisation, no GST is revied for outbound tours.However,GST is payable by the customer for any tours and coach services within Singapore.

Feedback Mechanism

The company welcomes feedback from the customer anytime.Should the customer have any issue of concern, please contact the company immediately.Its feedack channels include: . Face-to-face feedback. Telephone commuication at 62778 424963, Mondays to fridays: 8am to 6pm; saturdays: 8am to 1pm. Written feedback via email to contact@neobatam.com. The company will investigate and act to resolve areas of concerns. The interim response is within 2 working days(or 48 hours).Depending on the complexity of the case, the time taken to resolve the complaint is within 21 working days.

Marketing Communications

In respect of marketing communications, the company ensures that its brochures contain sufficient and accurate information on prices (Which can be found on the company's website), Quality, Availability and Terms of Sales. As a policy, the company does from time to time engage in lucky draws but not form of competition promotions.

Confidentiality

The company will safeguard, according to strict standards of security and confidentiality, any information on the customer. The customer will limit collection and use of the customer'S personal particulars / information to the minimum and for the sole purpose of completing the transaction as well as facilitating the smooth delivery of services. Every effort shall be made to ensure that the integrity of the customer's personal particulars and confidential information entrusted to the company are not compromised unless required to by law. The company also undertakes not to divulge the customer's personal information to any unauthorised third party without prior written consent.

Rights and Disclaimers Relating to Tours

Where the company has not been negligent nor in breach of any duty, it assumes no responsibility for injury, damage, accident, loss, delay or irregularities that may be caused to person or property where such occur as a resulf of circumstances beyond its control.The company is an agent of airlines, transport companies etc...and is not liable for changes made by suppliers but will render assitance wherever possible.All tickets, coupons, and orders are furnished and issue, subject in every respect to those terms and conditions under which the means of transportation or other services provided thereby are offered or supplied by owners, operators, managing agents or agents of public carries.

The company will not be responsible or liable (for damages, refunds or otherwise) for:

  • Mechanical breakdown (except where it is due to negligence on the part of the company or its agents), government action, weather, acts of god, strikes, compulsory quarantine or other circumstances beyond its control.
  • Failure of the customer to obtain required documentation (e.g.health certificates, visas, passports etc.).
  • Failure of the customer to follow reasonable instructions including but not limited to check-in and check out places and times

The company reserves the right to withdraw any itinerary or any booking made, or decline or refuse the customer as a member of the tour, if it appeas to the company that the customer is likely to endanger the health or safety, or impair the comfort and enjoyment of others on the tour. In any of the foregoing events, the company's sole liability shall be limited to refund on tour fare paid.

The company reserves the right to take photographs and films of the customer while on tour with the company to be used for brochures advertising or publicity materials. Written consent will be sought for use of such materials in publication and any other from of advertisig.

Links

This Terms and Condition complements the terms and conditions contained in the relevant documents providers such as airlines or cruise tickets, hotel check - ins etc...

Miscellaneous

The company reserves the right to change, amend, insert or delete any of the Terms and conditions, or policies contained in this document, as the case may be, without prior notice. Any feedback with regard to the tour must be submitted in writing within 14 days of return from the the tour, failing which the company shall accept no responsibility.

Di-update tanggal: 25 July 2008

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