EXO Travel Co. Ltd. (hereafter referred to as ‘we’, ‘our’ and ‘us’) and the Agent (hereafter referred to as ‘Agent, ‘you’ and ‘your’) agree that the terms and conditions for the services provided by us to you shall be governed by the Booking Conditions detailed below and that the said Booking Conditions shall form an entire part of the service contract, whether verbal or written, entered into between EXO Travel and the Agent.
ALL services sold by EXO Travel are subject to these general terms and conditions unless otherwise agreed for a specific booking at quotation/booking time by email in which case special/stricter conditions will override the general conditions.
All refunds are subject to the refund policies of each hotel, airline, and other vendors, some of which have special cancellation policies where funds paid are non-refundable. Our specialists will mention when payments/deposits are non-refundable and when deadlines are about to be reached.
Travelers with very severe allergies must inform us from the outset of a request regarding special requirements they have as this can significantly affect the planning of an itinerary. Some allergies may not be catered to by suppliers (hotels, restaurants) and they may refuse to accept the booking due to the risks involved. Travelers must be prepared to handle an emergency when traveling internationally to places with a new cuisine, not knowing the ingredients used and therefore must assume these inherent risks. Even when informed in advance we cannot exclude a 100% allergy free setting as there can always be some cross-contamination in kitchens or at buffet settings in hotels/restaurants . Many restaurants in Japan are unfamiliar with some allergies in Europe/US and are reluctant or unable to make provisions for serious cross-contact allergies.
All bookings will be confirmed by email along with relevant documentation such as Final Itinerary of clients, Booking Vouchers (if applicable) and Air Tickets (where needed). The confirmation email will constitute a written agreement and confirmation of all bookings.
EXO Travel issues vouchers for clients only in very specific cases when required by the supplier. The client’s passport or ID card suffice as proof of identification and all services will be provided as agreed.
Passport and Visa requirements are an agent/client’s responsibility and the information needs to be requested at quoting/booking time. The exact nationality of travelers must be provided when requesting information on visa policies. This is especially valid of the traveler is of a different nationality than the country the agent is based in.
Other personal documents may be needed like a vaccine passport or also a valid international driving license if self-driving is planned. A photocopy of all your documents and spare passport photos is always good to have with you in hand or online for eventualities.
Passports need to be valid 6 months AFTER the date of departure from the last country. Please check again with EXO specialists if you have any doubts.
The personal data of travelers is securely saved and encrypted in our servers and only passed on to reliable suppliers if needed for issuance of travel documents and for security reasons. Personal data records are systematically deleted after the departure of clients.
Bookings made through our Online systems EXO Create/EXO Connect/ XML will be invoiced separately from bookings made via our Travel Consultants and are subject to your payment policy agreement with EXO Travel.
Cancellation deadlines for XML online bookings vary according to the cancellation policies of hotels, airlines, cruises and other contractors of EXO Travel. The deadlines are displayed on EXO Connect/ XML.
EXO Travel will do the utmost to provide the services to the best of our capacity and to the satisfaction of you, our Agent, and your clients. It is the understanding that we act as an intermediary between the agent/client and airlines, hotels, transport operators, tourism suppliers and other contractors providing services in-country. We exert due care and diligence in selecting our local suppliers and shall in no event be directly liable to the agent/client, by reason of breach of services or unsatisfactory services provided by third parties or by way of indemnity or in tort or otherwise, for any loss, injury, damage, delay, change in schedule or other adverse events which are beyond our control and could not have been avoided even if applying special care and diligence.
All disputes, claims and litigation regarding services shall first be settled by way of negotiation and mutual understanding involving ourselves and third party suppliers at fault. Exotravel will act as intermediary and mediator between agent/client and third party suppliers and defend the interests of our agent/client. In the event that such negotiation and mutual understanding would fail, the disputes, claim or litigation shall be settled by local arbitration in Vietnam, Cambodia, Laos, Myanmar, Thailand, Indonesia, Japan, Malaysia, Saudi Arabia or the mediation of a settlement court in Singapore.