Reservation Policy:
Within 24hour of receipt of the guest inquiry, SMCOrientrip travel agent will contact the guest and assist in creating a tour plan which is based on the guest specific requirement. The travel agent will work with the guest 1 on 1 until the guest is satisfied with the tour plan.
SMCOrientrip will collect full amount after the guests confirm the booking for those made reservations less than half of year.
After the guest confirmed the package/trip/tour, 50% deposit will be required to secure the booking. The remaining balance will be paid 45 days before the start of the trips. This arrangement is applicable to clients who make reservations half year early before the start day of the trips.
When we have received the deposit and documents, we will arrange to book all the related products. The confirmation will sent after we receive the full payment.
Alteration of Itinerary:
Changes to the travel date, service items, itinerary, number of visitors, visitors’ ID information, etc., can be made free of charge if done 30 days or more before the trip. If the guest needs to make a second modification, an additional service fee of 5% of the deposit will apply. Each time the travel contract is modified, the company reserves the right to provide a new quote. In cases where the contract is altered or extended due to force majeure events like traffic, weather, politics, etc., modifications can be made free of charge, and the company still retains the right to re-quote.
Cancellation Policy:
Cancellation by customers:
For customized package, SMCOrientrip charges cancellation fees at a percentage of the total package price, which are stated as follows:
– No less than 45 days prior to tour start date: 10% cancellation fee;
– 45- 30 days prior to tour start date: 20% cancellation fee;
– 30-15 days prior to tour start date: 50% cancellation fee;
– Within 14 days prior to tour start date: 100% cancellation fee.
Plus: additional cancellation fees, if applicable, imposed by the service providers other than SMCOrientrip (may include but not limit to banks or credit card company, airlines, cruises, hotels, railway companies, etc.) will be deducted from the money refunded.
Once the trip has begun, we are unable to provide refunds for any unused services (such as hotels, air or train tickets, meals, admission fees) resulting from early departure, late arrival, or missed tour days.
Cancellation by SMCOrientrip:
In the event of force majeure (such as natural disasters, epidemics, wars, etc.) that prevents the execution of the trip, SMCOrientrip reserves the right to adjust or cancel the itinerary based on the circumstances and may offer a full refund or provide alternative arrangements.
Changes to the Itinerary:
If SMCOrientrip needs to amend a confirmed itinerary due to force majeure or other justifiable reasons, SMCOrientrip shall promptly notify the Client and offer suitable alternative arrangements. If the Client does not accept the modified itinerary, the Client may choose to cancel the trip and receive a full refund.
Payment Policy:
Guest can choose from the following payment methods:
1.Bank Transfer
For bank transfer, the related charges to be borne fully by the guests.
2.Credit card
An additional 4.5% payment transaction fee of total amount is required when paying by credit card.
3.Alipay or Wechat pay
An additional 3% payment transaction fee of total amount is required when paying by Alipay or Wechat pay.
Travel documents:
The guests must possess a passport valid for at least 6 months to travel to all countries within our service scope. The guests are accountable for ensuring documentation accuracy, passport validity, and timely dispatch of documents. It is essential for the guests to provide us with their exact full name as stated on their passport; any resulting delays or transport issues due to incorrect information are not our responsibility.
Travel insurance:
Important: From 15 July 2015, travel agents are legally required to inform and inquire with attending participants whether they wish to purchase travel insurance that includes coverage for business insolvency of travel agencies.
For guest safety concerns, SMCOrientrip recommends s all the guests to purchase travel insurance which includes Emergency medical evacuation & repatriation before booking their flight tickets.
Liability and Disclaimer:
The Travel Agency is responsible for providing travel products and services that meet the agreed standards. However, the Travel Agency shall not be liable for any losses or delays arising from the following causes:
Natural disasters, weather conditions, or other force majeure events;
Client’s personal reasons, such as visa issues, health problems, or any special needs not disclosed in advance;
Losses caused by the Client’s failure to comply with local laws and regulations or improper conduct.
The Client must provide accurate personal information, including passport number, emergency contact details, health status, etc. The Travel Agency shall not be held responsible for any issues arising from incorrect or omitted information provided by the Client.
Governing Law and Dispute Resolution
This Agreement shall be governed by the laws of Singapore.
In the event of any dispute between the parties, the parties shall first attempt to resolve the matter through amicable negotiation. If the dispute cannot be resolved through negotiation, it shall be submitted to the Singapore International Arbitration Centre for arbitration.
Complaints & Claims
If the guests are dissatisfied with any service provided by SMCOrientrip, whether before, during, or after your tour, please inform us promptly through your local tour guide or travel agent. This allows us to address the issue promptly and prevent its recurrence. Any complaints or requests for compensation must be communicated to SMCOrientrip via email within 15 days of the tour’s conclusion. Please include relevant receipts, evidence, and a formal letter of complaint. It is important to note that SMCOrientrip will not be liable for any claims submitted after the 15-day period following the conclusion of your tour.
Liability & Responsibility
SMCOrientrip has limited responsibility. It is not liable for any wrongful or negligent acts, or failure to act, by service suppliers of land, air, and water transportation, sightseeing, cruise/hotel accommodations, or any third party not directly owned or operated by SMCOrientrip.
By utilizing the services of these suppliers, the guests agree to seek recourse from the suppliers for any accidents, injuries, damages, or losses incurred, for which SMCOrientrip will not be held responsible. In the event of an emergency or force majeure, SMCOrientrip reserves the right to modify hotels, flights, scenic spots, cruise ships, etc., or cancel the tour before it commences. If SMCOrientrip cancels any confirmed tours before they start, a full refund of the received money will be provided. As not all scenic spots are open daily, SMCOrientrip may adjust the sequence of attractions or cities to ensure all listed attractions are visited. The itinerary will be maintained to the best extent possible, and refunds will not be issued for unavailable attractions (guest choose not to attend or visit).
SMCOrientrip is not responsible for non-compliance with customs regulations or the loss of valuable items due to negligence. While not liable for criminal acts, SMCOrientrip will assist relevant law offices and clients in investigations when necessary. The company is not accountable for any injury, loss, damage to person or property, death, delay, inconvenience, or failure to provide goods or services due to force majeure, insurrection, war, civil unrest, strikes, criminal or terrorist activities, overbooking, transportation failures, sanitation issues, lack of medical care, or other uncontrollable conditions. Certain tour activities may require extra attention, and participants engage in them at their own risk. SMCOrientrip and its employees are not liable for accidents after fulfilling their duty and providing necessary care.
Alipay or Wechat pay
In China, it is not common used for credit cards, such as local restaurants or stores. We recommend to use Wechat pay as it is used within whole China, guests may not require large amounts of cash. Also, we will create a group chat via Wechat and guest can easily to locate the driver or communicate with driver/ travel guide/ travel agent directly without paying high amount of overseas phone costs.