Terms & Conditions

1. GENERAL 1. These general terms and conditions of business are applicable to tour bookings made directly with Destination Garden Route (Pty) Ltd. (hereafter referred to as ‘DGR’); 2. DGR offers tourism marketing, trade representation and tour operating services in South Africa, Swaziland and Lesotho.  These Terms and Conditions pertain to tour operating services and tours booked on behalf of travellers and/or their operators/agents (referred to as ‘Client(s)’); 3. DGR acts as an agent between the Client and the relevant suppliers which range from accommodation establishments, activity operators, car rental companies, safari lodges, transfer/touring companies and other tour operators or suppliers within the travel industry; 4. DGR operates subject to the specific terms and conditions of relevant property owners, suppliers and other travel-related operators used in their Tours and Packages. 2. BOOKING PROCESS 1. The Client is responsible to inform DGR of any bookings, confirmations, booking amendments, reductions or cancellations of rooms or services in writing by email to enable DGR to make the required itinerary changes.  The onus of proof of delivery will rest on the Client, who acknowledges and agrees that the booking process will be facilitated through DGR and any changes and amendments must be done through DGR and not with any of the third-party suppliers directly; 2. Provisional booking periods are determined by third party suppliers and DGR reserves the right to release reservations if the provisional booking period is reached with no written confirmation from the Client; 3. DGR, at written request by the Client, will attempt to extend provisional bookings.  Any extension of any provisional period will, however, remain the sole and unfettered discretion of third-party suppliers; 4. DGR requires updated copies of all Clients’ passports on confirmation of booking. 3. COSTS 1. DGR quotations are based on anticipated costs and are subject to amendments.  There are times that these anticipated costs increase due to circumstances outside the control of DGR. These increases can be in relation to fuel surcharges, entrance fees, government / regional levies, VAT, taxes, airfares and accommodation; 2. Full payment is required for flights before tickets can be held or issued; 3. The total package is inclusive of the DGR fee and relevant VAT; 4. Unless expressly included, the following costs are excluded from all Tours, Packages or Final Confirmed Itineraries offered by DGR: international flights, telephone calls, laundry, drinks, meals, items of personal nature i.e. curios, optional excursions or tours, gratuities / tips, medical and/or travel insurance to cover non-refundable deposit, cancellation, medical expenses, baggage, emergency evacuation, visas, family travel documents for travel to South Africa, Lesotho and Swaziland. 4. PAYMENT POLICY – DEPOSIT AND FINAL PAYMENT 1. Reservations are confirmed upon receipt a 20% non-refundable deposit as per the deposit invoice and stipulated payment date; 2. It is the Client’s responsibility to take out insurance to cover this deposit.  DGR cannot be held responsible for financial losses on the Client’s behalf, should the booking need to be cancelled for whatever reason; 3. Should any supplier of DGR require different payments terms or deposits, DGR will advise the Client in writing and amend payment requirements; 4. Invoices will be in the currency of the payment required; 5. On receipt of Client’s deposit, DGR will pay out the deposits to the relevant suppliers on Client’s behalf to secure the bookings; 6. Final settlement of the services contracted for/on Client’s behalf is required no later than 60 days (for less than 10 people traveling) and no less than 90 days (for 10 or more people travelling) prior to the commencement date of the itinerary, with immediate payment; 7. Should bookings be made less than 60 days (for less than 10 people traveling) or 90 days (for 10 or more people travelling) prior to arrival, full payment is required immediately; 8. DGR reserves the right to request payment by credit card to secure all short lead time bookings which have been confirmed within 10 (ten) days of start of travel; 9. Reservations shall be considered full and paid up once a final invoice has been issued and paid within 72 hours of the issuing of such an invoice; 10. If the deposit or final payment is not paid in due time, DGR reserves the right to treat a provisional booking as cancelled.  Alternatively, DGR reserves the right to re-issue the invoice should there be an increase in foreign exchange rates, petrol rates or any other related costs; 11. Should DGR book and confirm internal flights (domestic or regional), this may be invoiced separately.  Full payment within 24 hours will be required to secure the rate quoted; 12. Rates and availability are subject to change until full payment is received or until funds reflect in DGR bank account (minimum 2 days). 5. CANCELLATION / REFUND POLICY The Date of Cancellation shall be deemed to be the date on which DGR confirms receipt of written notification sent to DGR by the Client by email. 1. The 20% deposit is non-refundable; 2. Cancellation at 45 days (for less than 10 people travelling) and 75 days (for 10 or more people travelling) or less prior to commencement date of the itinerary will incur a cancellation fee of 100% of total cost; 3. Cancellations at 46 – 60 days (for less than 10 people travelling) and 76 – 90 days (for 10 or more people travelling) prior to commencement date of the itinerary will be refunded subject to the specific terms and conditions of the relevant suppliers; 4. Once the tour has commenced, refunds will not be made for voluntarily missed tours, meals cancelled, no show at accommodation, no show on flights or any other travel related activities or service confirmed on your Tour; 5. Cancellations of flights are subject to the relevant airlines’ cancellation policy.  Should the tickets have been issued no refunds will be due. 6. PAYMENT 1. All invoices will have the relevant SA Rand banking details indicated for payment by bank transfer; 2. All bank charges, including international transfer charges, are for Client’s account; 3. Should the Client receive any notification via email, fax or any other correspondence advising of any banking changes for DGR; it is the Client’s responsibility to check with DGR directly that this information is correct or not, prior to making payment; 4. Destination Garden Route will not be held responsible should Client pay a deposit or final payment into an incorrect bank account; 5. DGR accepts Visa and Mastercard credit cards only; 6. All credit card transactions are processed in SA Rands through an online secure payment portal (www.paygate.co.za). 7. CLIENT RESPONSIBILITY PRIOR AND DURING TRAVEL 1. Once the booking has been confirmed in writing by the Client and the deposit has been paid to DGR, it shall be deemed to be confirmed that these Terms and Conditions have been read and understood and that the Client agrees to be bound by these Terms; 2. It is the Client’s responsibility to read through all proposals/quotes, documents, itineraries, invoices and directions and to open any website links presented to them by DGR; 3. It is the Client’s responsibility to let DGR know should they not agree with the proposal or correspondence presented to them, prior to their written confirmation advising DGR to proceed with the booking; 4. It is the Client’s responsibility to ensure that they are in possession of the necessary and correct travel documents required to effect travels as per the confirmed itinerary.  These include but are not limited to: a. Visas / Passports:
  • It is of utmost important that you thoroughly check your visa and passport requirements well before the intended date of travel, as DGR will not be held responsible should the necessary visa or passport requirements not be fulfilled;
  • Passports MUST be valid for a least six months from your return home date for entry into South Africa. There must be a least three blank visa pages in the passport (not endorsement pages). Failure to do so might result in the Client being denied entry into the country or not being allowed to board the aircraft;
  • Most countries do not accept temporary passports; this is the responsibility of the Client to check with the relevant embassy;
  • DGR will not be held liable for any delays, costs incurred, or any other inconvenience caused, if denied entry into a country due to incorrect documents or inoculations.  It is the responsibility of each Client to ensure the necessary visas are in place for the relevant countries to be visited, including all transit points. DGR does NOT offer a visa service;
b. Unabridged birth certificates and affidavits for children under 18 years of age traveling:
  • It is the Client’s responsibility to ensure they are in possession of the necessary certificates and affidavits for children travelling under the age of 18; it is the responsibility of the Client to check with the relevant embassy;
5. The Client is responsible to ensure that they are in possession of necessary health requirements and certificates that may be required for travel to countries on their confirmed itinerary.  Consult your doctor on malaria medication or speak to your local travel clinic; 6. It is the Client’s responsibility to communicate any flight changes or cancellations to DGR in writing by email; 7. It is the Client’s responsibility to take out comprehensive travel insurance covering personal effects, personal accident, medical and emergency travel expenses, cancellation and curtailment.  DGR will not be held responsible for any losses occurred should the Client not take out insurance, including for the non-refundable deposit; 8. Clients will be required to sign a conditions and waiver form should they go on safari, to remote specific locations and/or participate in certain adventure activities.  These are separate to the DGR Terms and Conditions; 9. The Client is solely responsible for ensuring that all payments due to DGR are received timeously by DGR in accordance with the provisions of the Terms and Conditions; 10. It is the Client’s responsibility to double-check and carry with them – either in electronic format or as printed copy – the final confirmed itinerary and any relevant documents related to this confirmed itinerary. This could include E-tickets, hotel / lodge vouchers, vouchers for day tours, activities, transfers and travel directions to accommodation establishments, lodges or venues (note that DGR will not be held liable should Client end up at incorrect venue because of use of GPS systems).  Note that these documents are the final confirmation details of all services which include all contact numbers, flight information, addresses and confirmation numbers.  The Client understands that the final confirmed itinerary and final documents presented by DGR prior to travel, supersedes any previous documents or correspondence; 11. The Client understands that all vouchers, receipts and tickets are issued subject to the terms and conditions specified by DGR and suppliers.  Acceptance of the final confirmed itinerary, E-tickets and any relevant vouchers which are included in the final itinerary, is deemed to constitute Client’s acceptance of the DGR and individual suppliers’ terms and conditions. 12. The Client is responsible for adhering to the luggage restrictions on aircrafts used during their travels.  This includes travel on light aircrafts.  Client understands there may be surcharges by the airline on check-in should they not adhere to these restrictions; 13. Neither DGR nor its representatives shall be liable for any loss, injury, death or damages arising from the Final Confirmed Itinerary. The Client hereby irrevocably and unconditionally agrees that he/she is taking the Final Confirmed Itinerary at his/her own risk. 8. INSURANCE 1. It is the Client’s responsibility to take out their own insurance at the time of confirming their trip (Note that this must be purchased and arranged with Client’s insurance company on payment of the deposit to DGR in order to get relevant cover.  Travel insurance will cover unforeseen situations that might affect Client’s ability to fulfil their travel obligations); 2. Deposit paid to secure the booking is non-refundable.  It is the Client’s responsibility to take out insurance to cover loss should they need to cancel due to unforeseen circumstance.  DGR and its suppliers will not refund or give credit for the deposit and DGR will strictly enforce cancellation policies and penalties from its suppliers; 3. DGR will not be held liable for cancellation, medical and unforeseen circumstances which affect international, regional or domestic flights or confirmed itinerary booked with DGR; 4. It is the Client’s responsibility to make sure sufficient medical and travel insurance cover is in place to cover in-hospital medical expenses and associated costs should Client need to be admitted to hospital while travelling.  This includes sufficient medical emergency evacuation insurance cover; 5. DGR strongly recommends Client to check coverage for adventure activities, as not all travel insurances provide adequate cover. 9. SOUTH AFRICAN IMMIGRATION ACT FOR CHILDREN UNDER 18 YEARS OLD 1. Any child under the age of 18 years travelling with both parents must travel with an unabridged birth certificate (showing parent’s names and child’s name) and a valid passport; 2. If child is only travelling with one OR no parent then they must travel with passport and unabridged birth certificate and an affidavit from the non-travelling parent/s giving permission for the child to travel with whomever; 3. This is for travel to and from South Africa but may apply to other African countries as well.  It is the Client’s responsibility to familiarize him/herself with requirements for any transit countries while travelling to and from South Africa; 4. This is compulsory should Client not have the relevant documents Client and/or the children will be denied entry or exit from South Africa. The above is a summary of the regulations and requirements, valid at the time of Last Update of these Terms and Conditions.  Please check with the relevant authorities at the time of booking, as DGR cannot be held responsible for any losses incurred, including not being able to travel, due to non-compliance of children’s travel documents.  Please check South Africa’s Home Affairs’ website for latest update or contact relevant airline and/or embassy. 10. PRIVATE CHARTER / SCHEDULED CHARTER FLIGHTS / SCHEDULED FLIGHTS 1. DGR or the charter company does not accept any responsibility for delays or cancellations due to unforeseen circumstances, technical breakdowns or diversions due to bad weather; 2. DGR cannot be held responsible for any flight cancellations, schedule changes or re-routings. The airlines reserve the right for these changes and DGR will endeavour to assist you with the best alternative options where possible if these have been booked with DGR; 3. All reservations for scheduled flights (domestic / regional) not ticketed and paid in full within 24 hours are subject to automatic cancellation by the airlines; 4. All flight tickets booked and confirmed are non-transferable.  The name on the document must be as per the passport or the ticket will be re-issued at an additional cost based on what is available at the time of booking; 5. Note that no-shows on a confirmed flight are non-refundable. 11. RESPONSIBILITY 1. DGR does not have direct control over the provision of services by suppliers and shall not be liable for any loss, damage, injury, additional cost, accident, delay, irregularity that may be occasioned by any error or default, act or omission of any supplier in carrying out the arrangements of the itinerary, or otherwise in connection therewith; 2. DGR cannot be held responsible if animal sightings or special requests that cannot be obtained or procured, and there will be no claim against DGR in this regard. 12. ALTERATIONS OF SERVICES 1. DGR cannot guarantee the following and is not liable or responsible for: Fuel surcharge increases, increase in entrance fees, government, regional levies and taxes etc.  Airfares are subject to the prices and conditions quoted by the airlines and cannot be guaranteed by DGR until full payment is received by the Client and tickets are issued; 2. DGR is not responsible for any changes due to personal circumstances, delays, changes and omissions before or during your final confirmed itinerary due to technical difficulties, adverse weather conditions, communication breakdowns or events or anything beyond the control of DGR; 3. All expenses occasioned by the changed circumstances event/s, including but not limited to unscheduled extensions or curtailment of accommodation, changes to scheduled flights, additional airfares, telephone and meal costs, etc., will be for the Clients’ own account; 4. DGR is not responsible for any cancellation or curtailment of the Tour as a result of the Clients’ personal circumstances including death, illness etc.; 5. DGR or the charter company contracted for private of scheduled charter flights do not accept any responsibility for delays or cancellations due to unforeseen circumstances, technical breakdowns or diversions due to bad weather. 13. GENERAL CONDITIONS 1. Whilst DGR has done its utmost to standardize these Terms and Conditions, there may be instances where, with specific reference to third party supplier bookings, it might be necessary to vary the payment and/or other terms; 2. Itineraries may be subject to change at any time, even after issue, due to unforeseen circumstances beyond the control of DGR. This includes flights, accommodation and arranged sightseeing tours.  However, every effort will be made to operate itineraries as planned. 3. Whilst DGR will take reasonable steps to secure Client’s reservations promptly and to ensure Client’s comfort and safety, participation in any tours or packages offered by the suppliers (including transportation to and from any venues) is entirely at Client’s own risk.  Accordingly, Clients including their Agents will not have any claim (whether for loss, damage, injury, accident or delay); 4. All information contained in DGR’s proposal(s), final confirmed itinerary, prices quotes, invoices, directions, airline tickets, etc. are to the best of DGR’s knowledge and believed to be true and correct at the time of preparation and presentation.  DGR accepts no liability for any errors/inaccuracies contained therein; 5. The Client including its Agent undertakes to not engage in any distribution, trade practice or advertising method which would be harmful to DGR. 14. FORCE MAJEURE ‘Force Majeure’ means, in relation to DGR, any circumstances beyond the reasonable control of DGR, including, but not limited to, acts of God, explosion, flood, tempest, fire or accident, war or threat of war, sabotage, insurrection, civil disturbance, or requisition, sickness, quarantine, government intervention, weather conditions or other unexpected occurrences. 1. If DGR or the relevant suppliers are affected by Force Majeure, DGR shall forthwith notify Client of the nature and extent thereof; 2. DGR shall not be deemed to be in breach of these terms and conditions or otherwise be liable to the Client, by reason of delay in performance, or by non-performance, of any of its obligations hereunder to the extent that any such delay or non-performance is due to any Force Majeure; 3. If DGR is affected by Force Majeure it shall be entitled to, and may in its sole and absolute discretion, vary or cancel any itinerary or arrangement in relation to the trip.  Payment of any refund by DGR to the Client as a result of the non-performance of any of DGR obligations hereunder shall remain in DGR’s sole and absolute discretion although DGR will do all necessary and reasonable to reimburse the Client where possible bar the reasonable actual and potential costs to DGR of the Force Majeure; 4. In case of potential, perceived or actual civil unrest, DGR will investigate the prevailing situation.  It shall remain in DGR’s and its relevant suppliers’ sole and absolute discretion whether to proceed with the trip.  Client may in any such circumstances cancel the trip.  However, if, after having made all reasonable and proper inquiries, DGR and relevant suppliers are of the opinion that the trip may proceed, no refund will be payable to the Client. 15. DISCLOSURE 1. It is recorded that the participation in DGR’s Tours or Packages may expose the Client to certain risks and dangers including, but not limited to the hazards of traveling in un- or underdeveloped areas, travel by boat, train, automobile, aircraft or other means of conveyance, the forces of nature, adventure activities i.e. bungee jumping, white water rafting, horse riding, safaris, political unrest, accident or illness in remote regions without means of rapid evacuation or medical facilities; 2. The Client has agreed to execute a waiver of rights against DGR and suppliers who are integral parts of the final confirmed itinerary offered by DGR; 3. The Client (which shall be deemed to include the heirs, executors, administrators or assigns of the Client) do hereby irrevocably waiver and abandon all and whatsoever rights which the Client may have against DGR or the relevant suppliers, in consequence of any damage, injury or otherwise of whatsoever nature and howsoever arising; 4. Client is aware and clearly understands that DGR does not have liability regarding provisions of medical care of the adequacy of any care that may be rendered.  It is understood that DGR will use their best efforts to ensure that all adequate measures are taken to avoid such occurrences; 5. Client is aware and clearly understands that DGR cannot be held responsible should the Client not carry with him/her (either in electronic or printed format) and travel as per the final confirmed itinerary, directions, e-ticket(s) and voucher(s) provided by DGR; 6. By paying the non-refundable deposit and/or signing the Guest Information Form, this constitutes the whole agreement between the parties listed on the final itinerary or invoice as per these terms and conditions; 7. As lawful consideration to the agreement with DGR to participate in such trips and activities, Client hereby agrees to not make a claim against DGR, its suppliers and/or its employees from all claim actions and demands that Client may have for not following the Final Confirmed Itinerary, bodily injury, death, property damage arising from Client’s participation in an activity or tour as per the Final Confirmed Itinerary; 8. Acceptance of the Guest Information Form and / or payment of the non-refundable deposit will serve as the release of Liability and Assumption of Risk Agreement. This agreement is simultaneously binding on the Client’s heirs, legal representatives and assigns.  If any portion is unenforceable, the remaining portions shall remain in full force and effect; 9. That save and except for what has been stated herein, there exists no warranties, representations, guarantees, promises, undertaking or inducements of any nature whatsoever.  Any matter or things said by any person on behalf of DGR irrespective of the position such person occupies, and which is not stated herein, shall not be binding to DGR or suppliers irrespective as to the nature and extent of any such things, and the client acknowledges that he/she has not replied on any matter or thing stated on behalf of DGR that is not included herein. Last updated: 17 November 2018