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Quality Products & Services
The Company is committed to offer products and services of satisfactory quality in compliance
with the Sales of Goods Act S14 (2). Only the established, reputable and experienced overseas
tour operators and hoteliers are chosen so that the Company can ensure the best to meet our
customers’ expectations.
Service Guarantees
The Company is also committed to provide high quality service as our team of experienced
frontline professionals is well-trained to provide extensive travel information and help in anyway
required. Service quality forms are placed conspicuously in the sales office for customers to
feedback so that the Company can constantly improve in our services.
Cancellation, Refund & Amendment Policies
Payment Policies
Payment may be made in cash, by NETS, cheques or credit cards. Cheques will only be
accepted if presented at least 5 working days before departure.
Full payment is required fourteen (14) days before departure. In case of tours on chartered
flights, full payment must be made one month before departure. Failure to comply with may
result in the cancellation of booking with cancellation charges as stipulated below.
No. of days between departure and receipt of cancellation notice |
Cancellation fees per passenger |
All tours (except tours on chartered flight) |
Tours on chartered flights |
| 35 days and above |
S$250 |
Full deposit |
| 15 - 34 days before departure |
S$350 |
| 08 - 14 days before departure |
50% of tour fare |
Full tour fare |
| 04 - 07 days before departure |
75% of tour fare |
| 3 days and less |
Full tour fare |
Cancellation Policies
Cancellation by the Customer
Cancellation of bookings must be made in writing to avoid misunderstanding. 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 prior to the
departure. Please note that the cancellation fee is a percentage of the deposit or the total
tour fare, as the case may be.
Terms above apply only to tours operated by the Company. For tours or components supplied
by third party (ies) e.g. luxury cruise, overseas land operators, hotels, airlines, car rentals, trains
etc, cancellation terms & conditions shall apply with a handling charge of S$50 per service per
passenger.
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 services rendered. Even after deposit or
full payment has been made, all arrangements are still subject to final confirmation. If for some
unforeseeable circumstances the arrangement 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 and the Customer will be
advised ccordingly. 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 weeks upon the Company notifying the
Customer of the tour cancellation.
The Company reserves the right to withdraw any passenger as a member of the tour if it
appears to the Company that the behaviour or conduct of such person is deemed detrimental to
or incompatible with the health, safety, interests, harmony and welfare of the other tour
participants and the group as a whole. Under such circumstances, the Company shall be under
no liability thereafter to any such person.
Amendments
An amendment fee of S$50 per passenger will apply for any changes made to existing booking.
For changes to flight component of the tour, a minimum charge of S$125 per ticket will be levied
for any amendment as air tickets reserved are non-negotiable, non-endorsable, non-reissuable,
non-refundable and non-reroutable. No refund will be made for any unused air ticket charges.
The Company makes reasonable effort to avoid changes in itinerary. However, the Company
reserves the right to make changes at any time without compensation, especially during the
peak season and unforeseen circumstances.
Refund Policies
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. In case of free &
easy tours, accommodation and all services are strictly on request and subject to confirmation.
The Company may recommend alternatives if available; sometimes with surcharges.
All chartered flights are subject to approval by relevant government authorities. In the event that
the required approval is not granted one (1) week before the scheduled departure date,
alternative travel arrangement which may involve scheduled flights on other carriers may be
arranged for departure on the schedule departure dates or an alternative date as determined by
the Company to be appropriate.
Should the passenger decide not to accept the alternatives; all refunds will be paid to you within
2 – 4 weeks. However, during the peak season, refunds may take longer due to the increase in
transactions. In cases of credit card payment, refunds (if any) will be made through the credit
card company. The company shall not be liable for such cancellation, save that the Company
shall make the necessary refunds of deposits or tour fares set out herein.
Refund Policy on Used Portion of the Tour
No refund will be made with respect to accommodation, meals, sightseeing tours 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 form of a cheque and processed within 2
to 4 weeks. For credit card payment, refund will be made through the credit card company and
processed within 4 to 6 weeks. During peak periods, the refund process may be longer due to
the increase in transactions.
Certain tour inclusions may involve the Government’s facilities. In the event that these facilities
are taken back temporarily by the relevant authorities, a replacement or refund will be made as
determined by the Company to be appropriate.
No refund will be made with respect to accommodation, meals, sightseeing tours or any other
services included in the tour fare but not utilized by the passenger, either in part or in full, or
where passenger amends, cancels or otherwise varies arrangements after commencement of
the tour.
Redemption of Travel Voucher
The Company may issue travel vouchers from time to time as part of its promotional activities.
The terms and conditions for the redemption of travel vouchers will be reflected clearly in the
appropriate documents.
| General conditions are as follow: |
| 1. |
Original voucher must be presented and surrendered upon booking. |
| 2. |
Extension of validity is not permitted unless specified by sponsor in writing. An
administrative fee of S$100 will be imposed in addition to any applicable extension
surcharges imposed by airline and/or land suppliers, if any. |
| 3. |
It is exchangeable for any air ticket, hotel and/or tour package of higher value with the
price differential to be borne by the winner. |
| 4. |
It is valid for travel with Air Sino-Euro Associates Travel Pte Ltd and is not endorsable to
other agents. |
| 5. |
It is non-transferable unless specified by winner on a duly signed letter of authorization. |
| 6. |
It is non-exchangeable for cash. |
| 7. |
It excludes high season surcharges, taxes, visa fees, travel insurance and other
personal expenses. |
| 8. |
We reserve the right to alter the terms and conditions. |
| 9. |
Booking must be made at least one month in advance and is subjected to seat/room
availability and tour terms and conditions as specified in the brochure. |
Discounted Prices
Discounts are indicated in sales kits and are communicated to customer at point of transaction.
Level of discounts are also indicated in advertisements.
Payment Method & Channels
Payment may be made in cash (Singapore dollars), by NETS, cheques or credit cards. Cheques
will only be accepted if presented at least 5 working days before departure.
| Tour Fare Includes |
| a) |
Return economy class group tour air ticket |
| b) |
Where stipulated in the tour itinerary, domestic flights, train tickets, transfers, admission fees,
meals and sightseeing |
| c) |
Accommodation based on twin or triple sharing room. For triple room, the third bed may be a
‘roll-away’ bed. For single passengers, a single supplement charge applies. |
Tour Fare Excludes
| a) |
All taxes and fuel surcharges imposed by relevant authorities and airlines. |
| b) |
Visa application fees |
| c) |
Excess baggage charges, room service, beverage, laundry charges, travel insurance and all
items of personal nature |
| d) |
Gratuities to drivers, tour guides, tour leaders, hotel porters etc |
Child Fare
Child fare is applicable to children under the age of twelve (12) on the scheduled date of
departure. It is calculated based on the child sharing a room with two or three adults in the same
room with no extra bed. A surcharge will apply in the event where an extra bed is required or
when the child is sharing the room with only one adult.
In some countries, due to fire regulation, it is compulsory for each person to have their own bed.
Booking with four persons in a room will not be allowed unless the hotel has quad sharing
rooms available.
Pricing Policy
Prices quoted are in Singapore Dollars and on a “per person” basis. All prices reflected in our
communication materials exclude airport taxes, fuel surcharges, visa applications fees,
insurances, service fees and/or other incidentals where applicable. All information and prices
shown are accurate at time of print.
To ensure accuracy of charging, prices are clearly indicated, including total amount payable and
breakdown of items purchased. Whilst the Company is a GST-registered organisation, no GST
is levied for outbound tours. However, GST is payable by the Customer for any tours and coach
services within Singapore.
The Company will also clearly indicate any additional charges for extra services that may be
incurred by the Customer. The Company shall issue a detailed receipt for each and every
payment made.
Delivery Charges
The Company does not provide delivery services.
Additional Services & Charges
Visa
Different embassies/consulates require varying lengths of time to process visa applications. The
Company renders assistance in visa application wherever possible, The Company cannot;
however, guarantee the approval of such visa application. This service is subject to (auxiliary)
charges.
A guideline on our administrative fees for application is as follow. These are in addition to the
visa application fees paid to the respective embassies.
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 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 “Payment & Cancellation Policy”
and/or in the addendums to the terms & conditions, if any, will apply.
The Company will not be responsible for any expense, reimbursement or refund of the tour fare
is the passenger is deported or refused entry by immigration authorities on the tour for whatever
reasons, including improper travel documents, quarantine, custom regulations, and 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
circumstances such as trip cancellation, personal baggage loss, personal accident, injury or
illness. Under no circumstances 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.
COMMUNICATION
The Company ensures that its brochures and other marketing communications materials
contain sufficient and accurate information on Prices (which can be found on the Company’s
Website), Quality, Availability and Terms of Sales.
The Company also ensures that its products are accurately described and portrayed by the
company in all marketing communications.
As a policy, the Company does from time to time engage in lucky draws but not any form of
competition promotions.
PRACTICES & SYSTEMS
Complaints and Claims
Any complaint and/or claim shall be made known to the Company in writing within fourteen (14)
days from the date of return to Singapore for the company’s investigation. No responsibility is
accepted in respect of any complaint and/or claim not so made.
The Company welcomes feedback from the customer. Should there be any dissatisfaction with
any of our goods or services, please contact the Company immediately via:
- Face-to-face feedback
- Filling up & submission of the Service Quality Form / Travel Services Survey
- Telephone at 6303 5303
- Email to enquiry@asaholiday.com
Complaint Resolution Procedure
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. If it is unable to resolve the complaint amicably,
it will refer to CASE or NATAS mediation channel with mutual consent of the Customer.
Confidentiality of Customer Data
The Company will safeguard, according to strict standards of security and confidentiality, any
information on the Customer. The Company 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.
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.
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