TERMS & CONDITIONS
By booking a Tour, you confirm that you have read, understood, and agree to be bound by these Terms. If you are booking on behalf of other participants, you warrant that you have the authority to accept these Terms on their behalf and do accept these Terms on their behalf.
Important Insurance Condition by Singapore Tourism Board (STB)
For tours costing more than S$1000 or payments exceeding S$500, if you are a Singapore Resident, you are advised to purchase comprehensive Travel Insurance as mandated by STB. Contrary to common belief, insurance should be purchased before departure as it often covers pre-trip cancellations due to medical reasons or the death of a close relative. Recently, some travel agencies have closed suddenly, causing guests to lose deposits and full payments. STB requires agents to advise guests to buy insurance covering Travel Agent Insolvency.
You must provide a signed consent form or confirm via reply that you will buy your own travel insurance.
By booking, you and your travel companions acknowledge that you have read, understood, and accepted these terms and conditions.
THE CONTRACT
These Terms and Conditions govern the relationship between YOU (the “Client”) and Trekkers@heart Pte Ltd (STB License number : 03712) , 2E Hong San Walk #07-06, Singapore 689051 - UEN: 201934238k (the “COMPANY"). Booking a trip signifies your agreement to these Terms, the attached indemnity, the cancellation policy and limitations of liability. Both parties agree to resolve any legal or other disputes that may arise during or after the trip per these Terms and Conditions. It is a pre-requisite for participation in a Tour that duly executed indemnity (available on the Company’s website) is provided to the Company at the time of booking by each participant.
BOOKING ON BEHALF OF OTHERS
By booking on behalf of others, YOU act as the designated contact person for all participants in the booking. This makes you responsible for all payments, notifications of changes or cancellations, and keeping your party informed. By booking on behalf of others, YOU confirm that you have obtained all necessary consents and are responsible for ensuring the accuracy of information provided. THE COMPANY will not be liable for errors or omissions in information provided.
REQUIRED MEDICAL INFORMATION
For certain Tours, medical forms are mandatory. If you have pre-existing medical conditions that may affect your ability to travel or participate in a Tour, you must submit a Medical Form signed by a licensed physician before or at the time of final payment. You agree to complete this form honestly and disclose all relevant medical information accurately.
THE COMPANY reserves the right to deny you permission to travel or participate in any aspect of a Tour at any time and at your own risk and expense if your physical or mental condition renders you unfit for travel or poses a danger to yourself or others.
Pregnancy is considered a medical condition and must be disclosed at the time of booking. THE COMPANY may refuse to carry women over 24 weeks pregnant or anyone with certain medical conditions if reasonable accommodation or alternatives cannot be arranged.
Failure to complete the required Medical Form or provide necessary medical information by the deadline may result in cancellation of your booking, with applicable cancellation fees.
You are responsible for assessing whether a Tour is suitable for you and should consult your physician for travel fitness, vaccinations, and medical precautions. THE COMPANY does not provide medical advice. Travel may involve visiting remote areas where medical care is not easily accessible and facilities may not meet your home country's standards. THE COMPANY makes no warranties regarding the availability or quality of medical facilities.
AGE REQUIREMENTS
Minors under 18 must always be accompanied by an adult. One adult may accompany up to two minors. The minimum age for minors on any Tour is 12 years unless otherwise indicated. Bookings with minors are subject to review and approval. The accompanying adult is responsible for securing all necessary consents, documentation, and ensuring compliance with legal requirements. Each adult is jointly and severally responsible for the behavior and supervision of minors. THE COMPANY does not provide care services for minors.
SPECIAL REQUIREMENTS
Special requirements must be disclosed at the time of booking. THE COMPANY will try to accommodate special requests, but this is not always possible due to the nature of the destinations. Some activities may be inaccessible to those with limited mobility. All dietary restrictions and allergies must be disclosed, but THE COMPANY cannot guarantee accommodation of dietary needs. Special requests do not form part of the contract, and THE COMPANY is not liable for any failure to fulfill such requests.
PRICES, SURCHARGES, AND TAXES
Prices will not increase after full payment. Occasionally, reduced pricing may be offered for new bookings only. Changes in dates, itineraries, and prices are subject to change, and the current price will be quoted at booking. Check with THE COMPANY at least 48 hours before departure for any changes.
DETAILS REQUIRED FOR BOOKING
You must provide all required information along with final payment. Failure to provide necessary information may result in cancellation of your booking with applicable cancellation fees. THE COMPANY is not responsible for any costs incurred due to incomplete or incorrect information.
AIRFARE
Tour prices do not include international or other airfare unless stated. THE COMPANY will quote the best price available but is not responsible for changes in flight itineraries or times. Air carrier terms and conditions apply.
PAYMENTS & ACCEPTANCE OF BOOKING
A deposit is due at booking, with full payment required 60 days prior to departure. For bookings made less than 60 days before departure, full payment is due at booking. If full payment is not received, THE COMPANY may change the rate or treat the booking as cancelled, retaining the deposit as a cancellation fee. THE COMPANY is not responsible for third-party fees related to payment transactions.
CANCELLATION BY THE PARTICIPANT
You may cancel your booking by notifying THE COMPANY in writing on the email trekkers.heart@gmail.com . The date of receipt of email as per Singapore timezone would be considered for refund as per the timeline mentioned below.
Cancellation fees are based on the date notice is received and are as follows:
For Day Treks
For Expedition Treks
CANCELLATION BY THE COMPANY
THE COMPANY guarantees departure for all scheduled Tours with a valid deposit, subject to reasonable changes and health/safety concerns. The Day treks may be cancelled, if the minimum quota of 7 trekkers is not met. In case of cancellation not caused by your fault or Force Majeure, you can choose:
1. A substitute Tour of equivalent or superior value.
2. A substitute Tour of lesser value with a refund of the price difference.
3. A full refund of unused fee paid. (If permits are processed or non-refundable advances or reservation amounts are paid that is considered as ‘used’ fee. Only unspent amount would be considered for refund)
THE COMPANY is not liable for incidental expenses or consequential losses. If a significant element of a Tour cannot be provided after departure, THE COMPANY will offer suitable alternatives or a refund for unused products/services.
UNUSED PRODUCTS OR SERVICES
Adventure travel requires flexibility; alterations may occur due to unforeseen circumstances. No refunds for missed or unused services after departure due to no fault of THE COMPANY, including your removal from a Tour for negligence or breach of these Terms.
THIRD-PARTY SUPPLIERS
THE COMPANY makes arrangements with various Third-Party Suppliers. Their services are subject to their terms and conditions. THE COMPANY is not liable for their acts or omissions and does not supervise them. Any claims, losses, damages, costs, or expenses arising from their acts or omissions are not the responsibility of THE COMPANY.
TRAVEL DOCUMENTS
You are responsible for obtaining all necessary documentation and identification for travel. This includes valid passports, visas, permits, certificates, and insurance. THE COMPANY is not liable for any costs incurred due to missing or defective documentation.
AMENDMENTS REQUESTED BY PASSENGERS
Amendments to bookings must be made in writing at least 30 days before the tour date. A minimum fee of S$100 per amendment applies, plus any additional charges from airlines, hotels, or other operators.
REFUND PAYMENTS
Refunds for payments made via cash, NETS, cheque, or bank transfer will be processed by cheque within 2 to 4 weeks. Credit card refunds will be processed via the credit card company within 4 to 6 weeks. Refunds for travel gift vouchers will be made via a credit voucher within 4 to 6 weeks. The refund process may take longer during peak seasons.
AMENDMENTS BY THE COMPANY
THE COMPANY reserves the right to update these Terms at any time. Amendments take effect 7 days after posting on THE COMPANY's website. You are deemed to have accepted amendments 7 days after posting. It is your responsibility to review the most up-to-date Terms prior to travel.
LIABILITY
THE COMPANY is not liable for:
You waive any claim against THE COMPANY for such loss, damage, injury, or death.
FORCE MAJEURE
THE COMPANY is not liable for failure to perform duties due to Force Majeure events, including but not limited to acts of God, war, terrorist activities, civil disturbances, strikes, government actions, extreme weather, or any other cause beyond THE COMPANY's control.
IMAGES AND MARKETING
By participating in a Tour, you consent to the use of images, photos, or videos that may feature you for marketing and promotional purposes without further obligation or compensation.
PRIVACY POLICY
THE COMPANY collects personal information to deliver the Tour and services booked. Your submission of personal information indicates acceptance of THE COMPANY’s Privacy Policy.
COMPLAINTS & CLAIMS
Complaints or claims must be reported to the Tour Leader or THE COMPANY as soon as possible to provide an opportunity to address them. If not resolved on the spot, complaints must be submitted in writing to THE COMPANY within 3 days of the end of the Tour. Claims not made within this period are deemed waived.
SEVERABILITY
If any term or condition is found to be void or unenforceable, it shall be severed from these Terms, and the remainder will remain in effect.
APPLICABLE LAW
These Terms are governed by the laws of Singapore. Any disputes will be resolved by the courts of Singapore.
By booking, you acknowledge that you have read, understood, and agreed to these Terms stated above.
