BOOKING TERMS AND CONDITIONS
The following terms and conditions constitute the basis of your contract with Soul Sanctuaries Ltd. 2310 Dominion Centre, 43-59 Queens’ Road East, Wanchai, Hong Kong. Please also refer to general information on our website http:// soul-sanctuaries.com Please ensure that you fully read and understand the terms and conditions outlined below, as they outline both parties’ rights, responsibilities, and obligations.
BOOKING WITH SOUL SANCTUARIES
Soul Sanctuaries act as an agent for property owners, transportation suppliers and treatment specialists. Once we make your package arrangements we do so as agents for the suppliers with whom we have a contract. Once your package arrangement has been confirmed by us we will accept responsibility for this arrangement based on the terms and conditions outlined below.
All inquiries will be answered over a 24hr period and communication via email and telephone/skype. You enter a contract with Soul Sanctuaries Ltd. once your booking has been confirmed via email and your invoice has been issued. By making a booking with Soul Sanctuaries Ltd. you accept that you have the authority to bind all members of your party to these terms and conditions.
By contacting us, and/or your travel agent, to make a booking you accept that you have the authority to bind all members of your party to these terms and conditions. It is essential that you check the travel details on the confirmation invoice and inform us immediately of any errors. Your booking is also subject to the conditions of carriage of your chosen airline.
Before the booking is confirmed and a contract comes into existence we reserve the right, to increase/decrease published online/printed prices. The booking is confirmed as of the date the invoice is issued.
In order to hold your reservation a deposit of 25% of the total package cost per person is required at the time of booking. We reserve the right to vary the deposit in certain cases. A booking confirmation must be received in writing. If a booking is made within 70 days of departure, full payment is required at the time of booking. A balance invoice will be sent to you approximately 70 days prior to departure. Full payment must be received no less than 70 days prior to departure. If full payment is not received we reserve the right to cancel the reservation and cancellation charges will apply.
Payments can be made using a debit/credit card via Paypal or via bank transfer within 4 days of confirming your booking. Payment must be in the currency of the invoice and you are responsible for all bank charges.
When payments are received into our bank, we will issue a confirmation receipt detailing the package components. Please review the invoice and notify Soul Sanctuaries Ltd. of any errors or changes. We can not accept any responsibility/liability of errors or inaccuracies, if we are not notified within 15 days confirmation of invoice issuance.
Approximately 10 days prior to departure you will receive your travel documents/hotel vouchers, and treatment itinerary by email. Please ensure that you carefully check your documents for accuracy and completeness. Please contact us immediately if you feel something is inaccurate or missing.
We endeavor to have up to date information on our website and promotional literature. All recommended properties have undergone a personal site inspection by us. If we are made aware through our own experience or that of our suppliers of any changes to holiday programs which we promote, we will update the website to reflect that. We reserve the right to make changes to the brochure, the websites and elsewhere and any information they contain. We will inform all clients of changes, however in cases in which we are not aware of changes, we cannot be held liable/responsible. We are not responsible for third party information contained in any other brochures or websites which do not belong to Soul Sanctuaries Ltd.
AMENDMENTS/CANCELLATIONS BY YOU
(i) In the case of amendments, we will endeavor to make changes for you but cannot guarantee this will always be possible. Any request for changes must be made in writing by the person who made the original booking. An administration charge of USD$80 (HKD 623) per booking will be applied for any changes and payment of any further costs incurred to suppliers as a result of the change. We also reserve the right to treat any amendment less than eight weeks prior to departure as a cancellation and apply the cancellation charges set out below.
(ii) If any person named on a booking is prevented from travelling as a result of illness, the death of a close relative, jury service or significant reason, we agree to that person’s booking being transferred to another person who satisfies all the conditions applicable to the package, subject to both persons accepting liability for the full payment of the holiday cost and any additional costs arising from the transfer. This will also be subject to the package suppliers (e.g hotels approval.) We must be given at least 21 days notice of the transfer request. An administration charge will be made of USD$80 (HKD 623) per person for requests made more than 21 days before departure.
If you or any of your party decides to cancel the holiday booked we require the decision in writing. The cancellation will take effect from the day the written confirmation is received. The following scale of charges will be payable depending on when the notification of cancellation is received.
Prior to 56 days 25% of total holiday cost
60 – 41 days: 60% of total holiday cost
40-31 days: 75% of total holiday cost
30 days or less: 100% of total holiday cost
If we are able to recover any of our losses from our suppliers, we will refund those to you subject to a reasonable administration fee. Agents or third party organizations acting on our behalf are unable to amend or change the contract or terms and conditions within it.
We strongly recommend that our take out travel insurance.
AMENDMENTS/CANCELLATIONS BY SOUL SANCTUARIES LTD.
We endeavor to provide you with all the services we have confirmed to you at the time of booking. However it is on occasion necessary for us to make adjustments to bookings and we reserve the right to make these. If the change is minor we will do our best to notify you in advance but are not obliged to do so and no compensation is payable.
Significant changes include changing resort or accommodation category (lower) or a major treatment or retreat program change. We will notify you as soon as possible and offer you the choice of:
(i) Accept the alternative offered (at additional cost if applicable).
(ii) Purchase an alternative holiday from us.
(iii) Cancel your holiday.
Whichever option you choose we will pay you compensation unless the change has been caused by force majeure or *low bookings as defined below.
We will offer you:
(i) An alternative package arrangement of equivalent or of very closely similar standard and price, if available, or
(ii) A holiday package of a lower standard and a refund of the difference in price; or
(iii) A full refund of all monies paid.
In all 3 cases, compensation will be paid as detailed below unless the change occurs as a result of circumstances beyond our control: Period before departure within which a major Compensation change is notified to you per person
Days before departure Compensation per person
45-31 USD$35 (HKD248)
30-15 USD$50 (HKD374)
14-0 USD$65 (HKD499)
No compensation will be payable if we cancel as a result of your failure to comply with our booking conditions in particular payment for your booking.
We reserve the right to cancel your package arrangements for any reason and in any circumstances. However we will not cancel your package arrangement within 61 days of departure unless it is for a reason outside our control (see Events out of our control).
No compensation is payable if the package arrangement is cancelled because the number of persons who agreed to take it is less than the minimum number required for the tour/retreat/holiday package to take place and you were informed of that requirement at the time of booking. You would also be informed of the cancellation in writing within the period indicated in the description of the package.
Compensation will not be payable in any cases where an amendment, change or cancellation is due to “force majeure”, being unusual or unforeseeable events or circumstances beyond our control, the consequences of which neither we nor our suppliers could avoid. These include, but are not limited to, war, threat of war, riot, civil disturbance or strife, terrorist activity (actual or threatened), industrial disputes, technical or maintenance problems with transport, machinery or equipment, power failure, natural or nuclear disaster, fire, flood, drought, adverse weather conditions, levels of water in rivers, closure of airports, changes of schedules or operational decisions of transport providers.
We endeavor to maintain all published prices and keep our website accurate; however we may have to adjust our pricing slightly from time to time to accommodate fluctuations in currency, fuel changes and other economical reasons. When you have accepted the price and the booking is confirmed and the deposit has been paid your price is guaranteed with the exception of charges outside of our control, i.e. taxes and compulsory charges introduced after your booking is confirmed but payment is mandatory. If the surcharge would increase the cost of your holiday by 10% or more, you may cancel your holiday and receive a full refund (except insurance premiums). We will absorb, and you will not be charged, for any increase equivalent to up to 2% of the original price of your holiday (excluding insurance premiums and amendment fees). No surcharges will be made within 30 days of departure.
OUR COMMITMENT TO YOU
We strive to ensure that all matters involved in preparing and supplying your holiday are to the highest standards. Please understand that standards can vary as per destination which can differ from developed international standards.
(i) We will pay reasonable compensation (subject to (ii) below) if the product supplied to you is not of the standard described or contracted for by you. This compensation will be limited (except in the case of death or injury) to no more than twice the holiday price of the person affected.
(ii) Our suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider’s or other supplier’s liability to you.
(iii)We can not take responsibility for any services which do not form part of our contract. This includes, for example any additional services or facilities which the accommodation or other supplier agrees to provide for you, however, where the services and facilities are not advertised on our web site, or in our brochure and we have not agreed to arrange them.
(iv) Our liability to you does not apply if you or any member of your group is at fault; if the failure is the fault of someone else not connected with providing the services which form part of our holiday contract with you; the failure is due to any unusual or unexpected circumstances beyond our control, which we could not have avoided even if we had used all care possible or the failure is due to any event which we or the supplier of any service could not help, expect or prevent.
(v) Any acceptance of liability is subject to you agreeing to assign to us your rights against any third party responsible for the events leading to your claim and to you affording us all necessary assistance in pursuing that claim.
In order for us to affect any change during your holiday, if you do have a complaint, you must inform us and our suppliers as soon as possible to give us an opportunity to rectify it.
If a problem remains unresolved during your holiday, you should make a complaint in writing to Soul Sanctuaries Ltd. within 30 days of the completion of the holiday. Please remember to quote your package arrangement booking number. We will reply to you within 30 days of receipt of your letter. We certainly hope that we can settle any holiday complaints amicably; however, this should prove not to be the case you may refer any dispute relating to this contract to an Arbitrator appointed by the Chartered Institute of Arbitrators.
PASSPORTS, VISA’S AND TRAVEL INFORMATION
You are responsible for ensuring that all passports are up to date and machine readable. Soul Sanctuaries Ltd. can not accept any responsibility should you be denied access into a country. If failure to have any necessary travel or other documents results to fines, cost, cancellation charges, or any other penalties imposed to Soul Sanctuaries Ltd, you will be responsible to reimburse those charges to Soul Sanctuaries Ltd.
All passports must have at least 6 months validity from your scheduled return date to your home country. I certain countries you will require clean/clear pages for visa stamps as required to be inserted. All other necessary documentation such as id (driving licenses etc), vaccinations and other health documents are in order. You must read all documentation that is supplied to you and ensure that all information contained within is correct. Failure to do so may incur amendment charges which are your responsibility.
If the Foreign Office issues and advisory that people should not travel to a particular country/region, we will act on this and reserve the right to cancel your booking. In case of such a cancellation a full refund will be issued to you subject to receiving such refund from the suppliers. We will make every effort to ensure that all paid funds are recovered, however we can not be held responsible/liable if such funds can not be recovered
Your holiday package with us does NOT include travel insurance and it is your responsibility to ensure you have adequate insurance cover.
It is your responsibility to ensure that you have the necessary immunization, health documents for entry into countries outside your home country.
In the event that you cut short your holiday and return home early, we regret that we are unable to offer you any refund for the remainder of your holiday not completed, or assist with any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
This agreement shall be governed by Hong Kong law and be subject to the exclusive jurisdiction of the Hong Kong Courts.