TERMS AND CONDITIONS
Clients, Products and Third Parties
Lobelia Tours&Travel Agency LTD sells a variety of travel related products from different suppliers and service providers (“Third Parties”). Each Supplier has its own terms and condition that are applicable to your particular arrangements in addition to our general terms and conditions, and you should make sure you understand them. Certain software and content found on our website are owned or licensed by us or our Suppliers, your use of which may be subject to further conditions.
Lobelia Tours and Travel Agency Ltd acts as intermediary or a “Booking Agent” in some cases for products and services that are not directly supplied by us (e.g., air carriage and some aspects of ground transportation, hotel accommodations, meals, tours, cruises, travel insurance etc.). Although we partner with such suppliers, we are not a co-vendor of such products and services. You will be entering into a separate contract with such Suppliers in connection with such products and services.
All airlines tickets are subject to supplemental price increases that occur before the date of purchase. Pre-purchase price increases may be applied due to additional costs imposed by a supplier or government. You may be charged additional fees by Lobelia Tours&Travel Agency to offset increased fees, fuel surcharges, taxes, and fluctuations in foreign exchange markets or any combination thereof. Acceptance of these terms and conditions hereby consent you to any pre-purchase price increases and authorize Lobelia Tours&Travel Agency to charge your credit card or call you to pay top up for such additional amounts.
Deposits and Payment
Any deposits from you are non-refundable. Payment of a deposit enables us to hold a reservation for you but does not guarantee the price. The price can only be guaranteed once we receive full payment and other travel documents have been issued, subject to any terms and conditions of the Supplier. We will advise you of the date that full payment is required. Upon your provision of your payment information, you are authorizing us to make the payment arrangements with the corresponding Suppliers.
We reserve the right to refuse personal checks as a method of payment. After full payment, this guarantees that all your arrangements for your services will be delivered according to plan. However should you request for additional services, products, etc, we shall charge you the additional costs incurred from these new arrangements.
At Lobelia Tours&Travel Agency we understand that every situation is different, and that we take into consideration your ability to pay, the amount unpaid, your payment history, length of time you have been a customer and specific reasons why the account is past due in working out a payment solution with you.
We offer you flexible payment plan for your every need and we are open to variety as and when the need arises. You can choose to pay us by card, bank transfer/wire, paypal (an online payment system that ensures your monies are protected), cash upon arrival, etc.
Please make sure that the information provided to us if you want to pay by card are all accurate and order so that your payment can be properly be credited to our accounts. IF THIS IS YOUR PAYMENT OPTION, WE SHALL SEND YOU OUR CARD AUTHORIZATION FORM for you to fill out and you resend it to us.
-20 percent to confirm bookings ( non-refundable )
– 30 percent due 30 days commencement of trip
– 50 percent due one week to commencement of tour
– Other extra charges
– Credit card – 5 percent additional bank charges
– Debit card 5 percent additional
– Bank transfers all banking charges on client’s account .
– No show – nonrefundable of full amount paid.
For payments via bank transfer, you are kindly requested to choose one of the most applicable accounts below;
Bank name: EQUITY BANK RWANDA
Bank code (BIC-Swift):EQBLRWRW
Bank address: Grand Pension Plaza, 1st Floor, KN 4 Ave, Kigali
Account number: 4002200432584
Account holder: LOBELIA TOURS&TRAVEL AGENCY LTD
Account currency: US DOLLAR (USD)
BANK OF KIGALI
Bank code (BIC-Swift): BKIGRWRW
Bank address: KN 4 Ave Kigali, No12 Plot No 790
Account number: 00400065281538
Account holder:LOBELIA TOURS&TRAVEL AGENCY LTD
Account currency: USD
After the bank transfer is completed, please notify us by email by sending us a scanned copy of the transfer.
Our general practice is to send documents to our customers electronically whenever possible. Right from the word go, we pay close attention to details of your request to ensure that the right and corresponding documents are sent to you by mail for your thorough study and confirmation. We reserve the right to charge an administration fee should you make a request for such documents to be sent as a hard copy.
Cancellations and Changes
Unplanned changes may happen with airline flight schedules, hotel bookings, vehicle rentals that may not be within our control. However, as your Consultant for such services, we will ensure that you are promptly notified of any significant changes in advance once we become aware of such change if there is time before your departure or commencement of service, but we accept no liability for any changes or costs incurred that may result. Subject to the Supplier’s terms and conditions, you will then have the choice of accepting the change of arrangements, accepting an offer of alternative travel arrangements if one is made available by the Supplier, or cancelling your booked arrangements and receiving any applicable refunds. We do not guaranty that any refunds will apply.
For instance, if you have booked a flight and we are alerted to a significant schedule change by your airline before you leave or arrive in Ghana, we will contact you by email to advise you of this. Please ensure that you have given your contact email address to us and that you regularly check for messages before you leave. We have no control over airline schedule changes and accept no liability for costs which may arise as a result of such changes. We will do our best to facilitate with the airline to give the best alternative available which will be cost effective.
After you have left or arrive to your intended destination, it is your responsibility to check with the airline that any onward flights you have confirmed are operating as booked. We strongly recommend that you contact your airline at least 72 hours before the scheduled departure of each flight to do this. Please note that for some airlines it is mandatory to confirm with them before your intention to fly. For any foreseen changes that you will like to make to your schedule flight before departure, it is required that you do so at least 72 hours before the date.
REFUND POLICY AND PROCEDURES
As changes may happen and we understand that this normally occurs out of necessity, we try to make room for such incidences. You may be eligible for a refund if ticket or services purchased have the rules that they are refundable. All refund requests on tickets are subject to the rules of ticketed fare, and fees or penalties may apply to your refund. Your itinerary will be CANCELLED at the time the refund is processed.
As previously indicated, Lobelia Tours&Travel Agency Limited, will process the refund request through the airlines. Every Airline has their specific duration for all refunds and Lobelia Tours and Travel Agency does not have control on the refund process, procedure or duration of the Airline. The company can issue refunds only when there refund process has been completed by the airline and our accounts are credited.
In view of this procedure, we advise customers to allow at least 21 working days when they will be informed of any update possible. Refunds for eligible tickets purchased with cash or check will be processed within 30 business days from when your request is processed.
For other services, which we have already made deposits as commitments to third party suppliers to ensure that your bookings are guaranteed, the third party policy concerning refunds is applicable. This may take duration of 10-21 working days for such refunds to be ready.
If we withdraw or terminate a Product or service, you shall be immediately notified of the withdrawal or termination and the reason for the withdrawal or termination. However, if a change is requested by you to your travel arrangements is permitted and possible, our standard service fees will apply in addition to any additional Supplier charges. Please contact us by phone or email to enquire about how to request changes. Please note that all reservation changes are subject to availability and the terms and conditions of the product purchased.
Cancellations for Airlines bookings
Changes to name details are not allowed by many airlines and services may also not be transferable to other parties. While we will endeavour to make such a change if necessary, please bear in mind that most airlines and Suppliers treat a name change as a cancellation, to which standard conditions and charges would apply.
Flights must be taken in the sequence they appear on your ticket or E-ticket confirmation. If you plan not to take a flight as booked, please contact us as far in advance as possible to discuss your options.
If you do not check in on time or miss the flight for a confirmed reservation, the airline may register you as a ‘no-show’, which could result in extra charges and/or your whole flight itinerary being cancelled and/or render your ticket void.
You may also be entitled to a partial refund. In addition to the cancellation terms and conditions of your Supplier(s), our standard fees will apply as may be outlined on your receipt or booking confirmation. We need to receive from you your original voucher before any applicable refund can be considered. If you decide to cancel arrangements before the balance due date, any deposits paid are non-refundable.
Refunds will only be paid to you once we have received the funds back from the Supplier(s). Generally flight tickets cannot be refunded if they are partially used. We are not responsible for a Supplier’s failure to pay a refund.