We
are Explore Global Ltd., a corporation incorporated in UK, and E G L Travel and
Tourism LLC, a corporation incorporated in UAE, operating through our brand
EGL.TRAVEL explain the terms of use of the services offered in EGL.TRAVEL.
Please
read these terms of use before using the services of EGL.TRAVEL. These terms
list important information about the user’s rights and obligations. If you do
not agree with all of these legal terms, then you are prohibited from using the
services of EGL.TRAVEL. For any queries related to our terms of use, please
reach out to book@egl.travel.
1. Bookings
Bookings can be made through
the following:
a) Online – via
website www.egl.travel
b) Offline – via email (for
those properties or services not found on the website)
- Ø Bookings should be made only for genuine
reservations. We reserve the right to cancel bookings which appear to have been
made to block or hold spaces.
- Ø It is your responsibility to check all special
conditions of the bookings.
- Ø It is your responsibility to ensure that all
information in the bookings is correct.
- Ø You will be liable for any charges incurred due to
incorrect information given on the booking.
- Ø Vouchers should be issued and given to the
traveller at all times. Any voucher manually issued from your side will be
your responsibility. Explore Global should be notified prior to arrival if
travellers are not carrying any voucher otherwise, Explore Global will not
be responsible for any inconvenience/ charges caused to the travellers because
of not having the voucher.
- Ø All booking cancellations are subject to the
cancellation conditions of the booking.
- Ø All booking amendments are subjected to the
amendment policy stated on the booking, if there is any. Otherwise, it will
follow the same deadlines & charges of the cancellation condition.
- Ø Any requests such as early check in, late
check-out, high floors, adjoining, interconnecting, non-smoking and others
alike will be requested to the hotel but cannot be guaranteed.
- Ø Bedding type should be requested at the time of
booking and is subject to hotel’s availability.
- Ø If a triple room is booked, the extra bed provided
by the hotel is commonly a roll-away bed.
- Ø It is your responsibility to add users under your
account and to monitor all their bookings. You will be responsible for all
payments due on such bookings.
- Ø On the occasion where the hotel is under
renovation, all possible steps will be taken to limit disruptions to the
guests. If the hotel is carrying out renovation while guests are in-house, this
will not entitle you to any refunds.
- Ø If your guests are arriving late, it is your
responsibility to inform us via remarks, email or contact the emergency number
for last minute changes, so we can advise the hotel to hold the rooms. Hotels
may release the rooms after midnight on the day of arrival if late check-in is
not advised.
- Ø Double/duplicate bookings may result in both
bookings being charged.
- Ø Most hotels request for a credit card/cash to be
given at the time of check in as guarantee for any extras which they will
refund upon check out. EGL.TRAVEL is not responsible for the extras incurred by
the guests.
- Ø Extra person charge: For some hotels, for any extra
person booked, there may be a separate charge payable to the Hotel directly by
the guest at the time of check in.
- Ø If the booking is made on triple occupancy,
providing extra bed is always subject to hotel’s policy.
- Ø Booking should be searched with the correct
nationality to get the valid rates and offers. In case, the guest is residing
in another country, then the country of residence is to be denoted as
nationality. In case of wrong residency or nationality selected by the user at
the time of booking, supplement charges may be applicable and need to be paid
directly to the hotel by guest on check in/check out. Similarly, if the lead
guest nationality is different from the accompanied guests, hotel may apply
supplement charges. For more details you can reach out to our operation Team
for clarification.
- Ø The Information on EGL.Travel portal regarding the
hotel Star Rating, Amenities or individual hotel policies are provided for easy
reference. However, it is always recommended to cross check the latest
information on the hotel website before making the booking. The information in
EGL.TRAVEL portal is provided by third party suppliers or hotel and EGL.Travel
is not responsible or liable for any errors or omissions.
- Ø We include all the government applicable taxes in
the booking which are specified by hotel or supplier, however There may be certain
taxes or fee that is specific to a destination, which may need to be paid by
the guest directly at the hotel.
- Ø In the situation where there is any change in the
structure of taxes from the government of the destination after the booking is
made, which results in higher taxes, it must be paid by the guest. The changes
may happen without prior notice however would be applicable as per the law of
the local authorities.
2. On Request Reservations
The
hotels with “REQUEST” button and bookings with On Request Processing status
means that the hotel does not have any available allotment, however EGL.TRAVEL
will contact the hotel to request extra space. Kindly be informed that on very
rare occasions, the availability at the hotel might change until the time you
complete your booking and the final status might turn to On Request Processing.
In these cases, please do not attempt to book the same hotel again. We will
inform you if your booking has been confirmed or rejected.
If
the hotel could be confirmed at a different rate, you will be advised. Please
bear in mind that the confirmation may not be guaranteed and the hotels have
the right to reject ON REQUEST bookings. If your accommodation request is urgent,
it is suggested that you select a hotel with Instant confirmation. Depending
upon when a new search is made on the Explore Global system, you may see the
same hotel appearing again. This is because space may have become available
although at different rates from when the initial request was made.
3. Rates
The rates or prices at the
time of booking confirmation will always prevail and your invoices will be
raised according to this.
Hotels may offer special walk-in
rates from time to time according to their occupancy. On this occasion, we will
not be entertaining any rate complaints if their published rate goes lower than
EGL.TRAVEL rates.
Any amendment done on a
booking confirmed on a special rate, minimum/long-stay promotions may incur
rate change. This is also applicable to no-shows.
The rates shown in
EGL.TRAVEL platform are nett rates and does not entitle any commission to the
users.
4. Payments and invoices
For Prepayment Customers -
All Prepayment bookings which fall within cancellation policy should be paid in
full at the time of booking confirmation, failure to pay the full amount will
result in non-confirmation of bookings.
Prepayment bookings which
are outside the cancellation policy can be booked without any payment at the
time of booking subject to the following conditions.
a) All prepayment bookings should be reconfirmed before
the cancellation deadline otherwise booking will be automatically cancelled.
b) Payment should be received before the cancellation
policy is applied.
For Credit booking - All
bookings’ Proforma invoices will be issued on the booking’s creation date. Tax
invoices will be raised on the check in date. Payment is due as per the number
of days specified in your Agency Agreement. Credit policy and payment terms may
vary between clients and the terms will be specified in the credit agreement.
Any invoice queries should
be raised no later than 15days after the arrival date. We reserve the right to
suspend/block your system access, cancel all future bookings and/or terminate
the contract if payments are not made as per the agreed period or deadline.
5. Liability
Other than as is specified
in this agreement EGL.TRAVEL is making no representations, undertakings or
warranties to Client of any kind, and in particular (without limitation)
EGL.TRAVEL is making no
representations, undertakings or warranties in relation to the EGL.TRAVEL
Inventory including as to the description of the EGL.TRAVEL Inventory and
availability of the EGL.TRAVEL Inventory and has no liability in relation to
those matters;
Any information provided on
the Website in relation to the EGL.TRAVEL Inventory is provided as general
information and EGL.TRAVEL shall not be liable if any such information is
incorrect or inaccurate in any respect;
EGL.TRAVEL is making no
representations or warranties in relation to the Booking System and is not
liable in any respect for any failure of the Booking System;
EGL.TRAVEL is not liable for
any Loss or any kind arising directly or indirectly out of the action of any
hotel, Transport Company or any other person providing services in the EGL.TRAVEL
Inventory.
6. Child Policy
Child/children should always
be added on the booking and/or EGL.TRAVEL should be informed prior to arrival
date if there is/are any children coming with the parents. Hotels have
different child policies & charges. Failure to do so may result in the
guests being charged for the extra child/children or not being accommodated.
If meals are included on
your booking, the property commonly provides meals for children aged 2 years
old and below free of charge, children between 3-12 years old are commonly
subject to extra meal charges, depending on the property.
For any transfers booking,
if you are travelling with babies or infants, it is the responsibility of the
guests to ensure they have the correct child/infant seat for use in the booked
vehicle. Failure to do this could result in the service not taking place with
no refund possible.
7. Group Bookings
EGL.TRAVEL is an FIT booking
platform. Any reservation with more than 8 passengers or a collection of
reservation, which we reasonably believe is part of the same group, will be
considered as a group reservation. Hotels have different rate and cancellation
policies for FIT and group reservations. In these cases, EGL.TRAVEL reserves
the right to cancel these reservations with or without prior intimation or
subject these reservations to group tariff and cancellation policies. We
strongly recommend you to reach out to our sales and operations team before
making such reservations. Please note the group policy may warry from hotel to
hotel and hotel’s policy will surpass on general policy.
8. Transfers
All vehicles provided are
based on 1 piece of medium-sized luggage per person. You must inform us
beforehand if your guests are planning to carry a bigger or more than 1 luggage
per person as we may need to arrange a larger vehicle for this, with an extra
cost. Failure to inform us may result in the driver charging your guests
directly for any extras incurred.
Waiting time for the driver
is 15 minutes, guests need to be at the meeting point at least 5 minutes prior
to the confirmed pick up time, if guests fail to show at the meeting point
after 15 minutes, the driver will be released and service will be charged in
full. For airport pickup, driver waiting time is 30 minutes after the
flight has landed.
It is your responsibility to
update the details of your transfer booking through the system in case of any
changes; and inform us accordingly prior to the service date so we can advise
our suppliers/drivers.
For any last-minute changes,
please ask your clients to contact the emergency number given on the voucher.
9. Book Outs
In situations where a hotel
is required to close due to reasons such as overbooking, system errors,
government taking over the hotel/property for their use and other force
majeure, EGL.TRAVEL will work along the hotel to find a suitable alternative
accommodation for your guests. EGL.TRAVEL will try to offer alternatives of the
same category and location, whenever possible. You will be invoiced as per the
hotel already confirmed.
While we do our best to
offer the closest matched alternative, however if the guest/end user is not
happy with the multiple alternatives offered, we will offer to cancel the
booking with full refund (If Applicable) of the original booking amount.
In scenarios where the
suitable alternatives were offered and guest/end user have rejected the offered
alternatives, EGL.Travel will only be liable & be limited to the full
refund of the original booking amount and shall not be liable for any direct/indirect
services availed by guest or end user.
10. Cancellation and Refund
Policy
All the cancellations and
refunds are governed by the cancellation policy that the user accepts at the
time of booking. Each inventory has different cancellation policies that are
shown prominently during the reservation flow. Depending upon the cancellation
policy, a reservation may be non-refundable, partially refundable or fully
refundable.
Cancellation request must be
made by the user through their login. Only when the reservation is cancelled by
the user, EGL.TRAVEL will act on refund, in accordance with the cancellation
policy of the reservation.
Refund will be processed
within 72 hours since we received the cancellation request. In case, EGL.TRAVEL
has already made the payment to the service provider, then refund will be
processed within 72 hours of EGL.TRAVEL receiving the refund from the service
provider.
Any refund against a
cancelled reservation will be processed and credited to the user’s mode of
payment against the reservation. The time taken for the refund to reflect in
the user’s account is also dependent on the mode of transaction.
In case of refunds back to
credit card, it may take a further 7 to 21 working days for the refund to
reflect at the user’s end. EGL.TRAVEL has no control towards banking process.
If a reservation paid by credit card and no processing fee is charged, the
EGL.TRAVEL reserves the rights to deduct the credit card processing charges
from the total refund amount.
EGL.TRAVEL reserves the
right to charge service fee on cancelled reservations.
11. Credit Card Chargeback
Only the company’s or the
authorised person credit card must be used to make the booking. In case, the
guest credit card is used, the name of the guest match with the name in the
credit card. User is liable for any losses or damages arising due to use of
fake or stolen credit cards or from any chargeback.
12. Complaints
Any booking complaints
should be raised no later than 15 days after departure date.
All complaints should be
supported with proof. Any unsupported complaints will not be entertained.
Guests should be aware of
the meeting point stated on the voucher and call the emergency number written
on the voucher if any issues at the time of check in or they cannot locate the
driver at the meeting point.
13. Confidentiality
The Username and Password
provided to you is for the sole use of your company’s staff to make
reservations. The access details should not be shared with any third party.
Similarly, the details of inventories and rates shown in the system and any
agreements between the travel agency and EGL.TRAVEL should not be disclosed to
any third party.