TERMS & CONDITIONS (Free & Easy+)


The special instructions of your travel bookings are set out in the Pax Statement and in these Terms and Conditions. They should be read together. You are deemed to have read, understood and accepted the following policies (collectively called “the Terms and Conditions”). For the purpose of clarity, Chan Brothers Travel Pte Ltd shall be referred to as “the Company” hereinafter. Please check addenda to the Terms and Conditions, if any, upon booking.

1  Commitment to Service Quality Excellence

Always striving to serve you better” best sums up the Company’s service policy and its underlying motivation of providing excellent services that meet or exceed the expectations of the Customer. The Company ensures that the services it provides are of satisfactory quality as defined in the Sales of Goods Act Section 14(2).

2  Professional Ethics

As part of its corporate responsibility towards the Customer, the Company adopts fair and ethical business practices as well as accurate marketing communications at all times.

3  Reservation, Deposit and Full Payment

Reservation can be made with the Company anytime during business opening hours. To confirm the reservation, please visit its office during business opening hours with a deposit amount as specified below. This deposit forms part of the final payment. For all tours, there will be a minimum deposit of S$500 per person required upon reservation. Payment of deposit does not constitute confirmation of the tour. Full payment is required no later than 14 days prior to the departure date. If full payment is not received 14 days or more prior to the departure date, the Company reserves the right to forfeit the deposit and cancel the reservation. In such an event, the Customer has to pay a cancellation fee as set out in Clause 4 “Cancellation by the Customer - Payment and Cancellation Fee”.

4  Cancellation by the Customer - Payment and Cancellation Fee

The Customer is allowed to cancel the reservation in writing, at any time prior to the departure date. However, a cancellation fee will apply. The cancellation fee is computed based on the length of notice period prior to the departure date. Please note that the cancellation fee is a percentage of the deposit or the total tour fare, as the case may be. The cancellation fee as well as corresponding refund component are indicated below. Terms below only relate to tours operated by the company.

No. of days between departure date and receipt of cancellation notice

Cancellation fee per person

35 working days and above

50% of deposit

15 - 34 working days

100% of deposit

8 - 14 working days

50% of tour fare or S$500, whichever is higher

4 - 7 working days

75% of tour fare or S$500, whichever is higher

3 working days and less

100% of tour fare

5  Links - Third Party(ies)

For tour products or individual components of tours supplied by third parties, e.g. Insight Vacations, Contiki Holidays, day tours, train services, air tickets, cruise or hotel bookings etc., cancellation fee under the terms and conditions of the respective third party(ies) plus a handling charge of S$50 per service per person shall be payable by the customer. Cancellation fees imposed by third party(ies) include among others no show fee, refund administrative fee and any deposit committed to their suppliers to secure confirmation of services requested. Upon the Company receiving written notice of cancellation and in accordance with the Terms and Conditions stipulated, the Customer shall receive the refund stipulated. The Company shall not be liable for any cost, loss or replacement of tour products or individual components of tours supplied by third party(ies) not utilised or full utilised by the Customer.

6  Cancellation by the Company

Please note that the Company is acting as a coordinator for services rendered. Even after deposit or full payment has been made, all arrangements are still subject to final confirmation. If the arrangement cannot be finalised due to unforeseen circumstances and the reservation has to be cancelled, the Company will endeavor to notify the Customer at least 1 week before the departure date. The Company may, if it so chooses, recommend alternative tours either to the same destination or other tours. In the case of a free and easy tour, accommodation and all services are strictly upon request and subject to confirmation. The Company may recommend alternatives if available. Please note that surcharges may apply on a case by case basis and the Customer will be advised accordingly. Should the Customer decide not to accept the alternatives, a refund will be made accordingly by the Company. The Company shall also not be held liable for any contingent costs incurred by the Customer arising from the cancellation. The Customer shall receive the refund within 4 to 6 weeks upon the Company notifying the Customer of the tour cancellation. Save as stated herein, the Company shall not be liable for any claims, losses, damages or costs sustained by the Customer.

7  Refund Policy on Unused Portion of the Tour

No refund will be made with respect to accommodation, meals, sightseeing tours or any other services included in the tour fare but not utilised by the Customer, either in part or full, or where the Customer amends, cancels or otherwise varies arrangements after commencement of the tour.

8  Refund Policy - Payment Mode

For cheque or cash payment, refund will be made in the form of a cheque and processed within 2 to 4 weeks from date of written cancellation. For credit card payment, refund will be made through the credit card company and processed within 4 to 6 weeks. During peak periods, the refund process may be longer due to the increase in transactions.

9  Amendment to Reservation and Amendment Fee

Amendment refers to any change to the original reservation such as replacement of Customer/s going on the tour, change of flight / itinerary and / or change of accommodation. The company reserves the right to determine what constitutes an amendment and whether to allow the amendment. Requests for amendments by the Customer shall be made by written notice to the Company.

Amendment by the Customer

For any change made by the Customer to the existing booking, an amendment fee of S$50 per person will apply. For any re-issuance of air / rail ticket, a minimum administrative fee of S$50 per ticket on top of any airline / rail charges will apply. If any change is made to the departure date or the tour type, it will be deemed as a cancellation. Cancellation fees as stated under Clause 4 “Cancellation by the Customer - Payment and Cancellation Fee” will apply. There shall be no replacement of the Customer/s going on the tour once reservation is made. Any change made to the Customer/s going on the tour will be treated as a cancellation. Cancellation fees as stated under Clause 4 “Cancellation by the Customer - Payment and Cancellation Fee” will apply. The Company will revert to the Customer within 14 working days upon receiving written notice of the request for amendment.

Amendment to Tour Itinerary by the Company

The Company will make reasonable effort to avoid changes in the itinerary. The Company reserves the right to make minor changes at any time due to unforeseen circumstances, peak periods or in the event of a force majeure.

10 Extension of Stay / Deviation from Tour Itinerary

Extension / deviation of stay may be permitted at end of the tour, subject to maximum validity and restriction of air ticket, seat confirmation and availability of accommodation prior to commencement of the tour. It is the Customer’s responsibility to hold firm confirmation for the return flight. When extension / deviation of stay cannot be confirmed 2 weeks prior to departure, the Customer is deemed to be taking the original tour schedule. All extra costs incurred to process the extension, e.g. administrative fee will be borne by the Customer. Please note that extension / deviation of stay will be at the Customer’s own expense and transfers to and from the airport will not be provided. For tours on charter flights, no extension / deviation will be permitted. The air ticket issued is a special one restricted to a specified airline only. It is not negotiable, endorsable, reissuable, refundable or re-routable. Any alteration of the routing or the date by the Customer is solely at the Customer’s own risk. The Company and its associated agents shall not be held responsible for any inconvenience caused and extra expense incurred. No refund will be made for any unused air ticket, accommodation, meals or sightseeing, in part or in full.

11 Travel Documents, Travel Insurance and Travel Vouchers

Passport and Other Travel Documents

It is the Customer’s sole responsibility to ensure that he / she has a valid passport with minimum 6 months’ validity from date of last departure point as well as the necessary visas, vaccinations, health certificates and all necessary travel documents as required by the various government authorities of the country(ies) to be visited (e.g. exit permit, work permit, social visitor pass etc.).

Visa

Different embassies / consulates require varying lengths of time to process visa applications. For non-Singapore passport holders, you can enquire with the Company as to visa requirements. The Company renders assistance in visa application wherever possible. The Company cannot, however, guarantee the approval of a visa application. This service is subject to (auxiliary) charges. The Company reserves the right to amend such charges at any time. Please enquire with the Company on the amount charged. If the application for visa or exit permit is rejected, full refund of all monies paid (excluding visa application fees paid to the respective embassies and an administrative fee) will be made if the Company is given written notice of the rejection at least 35 days prior to the departure date. If less than 35 days’ written notice is given, the relevant cancellation fess as stated under Clause 4 “Cancellation by the Customer - Payment and Cancellation Fee” and / or in the addenda to the Terms and Conditions, if any, will apply. The Company shall not be liable to compensate any expense incurred by the Customer, refund the tour fare or make any other compensation if the Customer is deported or refused entry by immigration authorities on the tour for whatever reasons, including improper travel documents, quarantine, custom regulations, possession of unlawful items or irregularities that may cause harm / damage to person or property.

Travel Insurance

Purchase of travel insurance is strongly recommended with respect to unforeseen circumstances such as trip cancellation, personal baggage loss, personal accident, injury or illness. Under no circumstances shall the Company be construed as a carrier under contract for safe carriage of the Customer or his / her baggage / belongings. The Company will be pleased to assist in the enquiry of any travel insurance and related matters.

Travel Vouchers

The Company issues travel vouchers from time to time as part of its promotional activities. The Customer shall abide by the terms and conditions of any travel vouchers in order to redeem them.

12 General Matters Relating to Tours

Accommodation

Accommodation is as specified in the tour brochure / itinerary / booking form. Accommodation for adults is based on twin-share, double or triple-share bedrooms at the nominated or similar standard hotels. For stays at farms and ski resorts, sharing of bathroom facilities may be necessary. When booking triple-share rooms, please note that the third bed will be a “roll-away” bed (selected countries). Single room occupancy is at additional cost.

Baggage

The Customer is allowed check-in baggage not exceeding 20 kilogrammes. Only one piece of hand luggage not exceeding 7 kilogrammes is allowed on board the aircraft. Excess baggage must be paid locally by the Customer.

Meals

Meals, including meals on board flights, are as indicated in the tour brochure / itinerary / booking form. If meals on board are not served due to whatever reasons, there shall be no refund or replacement.

Seat Rotation

The Customer is requested to rotate seating arrangement on the coach during the period of the tour.

Single Supplement

For occupation of a single room, single supplement amount as indicated in the tour booking form is required.

Special Requests

If there is any special request regarding special meals, dietary requirements, adjoining rooms etc., please inform the Company upon booking. Such requests are subject to availability and confirmation. The Customer might be required to pay the necessary charges and / or administrative fee.

13 Pricing Policies

Validity

All information and prices shown are accurate at time of print.

Tour fare includes:

Airfare, accommodation, airport transfers (if any) and meals (if any), as specified in the tour brochure / itinerary / booking form.

Tour fare excludes:

Airport taxes, airport security taxes, airline insurance surcharges, fuel taxes, visa fees, travel insurance, customs user fees and service fees as specified by the airline and airport authorities; laundry, excess baggage charges, beverages, room services, gratuities to drivers and tour leaders / local guides and tips to hotel porters; and personal expenses. Please enquire with the Company about visa fees, gratuities to drivers and tour leaders / local guides and tips to hotel porters.

Child Fare

Children below the age of 12 years as of the date of departure from Singapore are eligible for child fare. Child fare is based on a twin-share or double room with 2 adults without an extra bed. If an extra bed for the child is require, please arrange with the Company who will advise on the surcharges / supplements, if any.

Pricing Policy Relating to Promotions

The Company accords discounts and other form of promotional pricing. Its policy is to display all service charges including such discounts or promotions.

Payment Scheme for Reservation

Payment can be made in full or by way of a deposit followed by the balance of payment. Please refer to Clause 3 “Reservation, Deposit and Full Payment” for further elaboration.

Modes of Payment

Payment can be made in cash, by NETS, cheque or credit card. Cheque will only be accepted if presented to the Company at least 7 working days before the departure date. All payments have to be made out in Singapore Dollars.

Pricing Accuracy

The Company is committed to the avoidance of over or undercharging. To ensure accuracy of charging, its policy is to list clearly all prices including GST in sales invoices and communications materials. The Company will also clearly indicate any additional charges for extra services that may be incurred by the Customer.

Delivery Services

The Company provides delivery of documents to the Customer upon request. Delivery charges can be found in the sales kit and these shall be communicated to the Customer.

Receipts

The Company shall issue a detailed receipt for each and every payment made. Whilst the Company is a GST-registered organisation, no GST is levied for outbound tours. However, GST is payable by the Customer for any tours and coach services within Singapore.

14 Feedback Mechanisms

The Company welcomes feedback from the Customer anytime. Should the Customer have any issue or concern, please contact the Company immediately. Its feedback channels include:

  • Face-to-face feedback
  • Telephone communication at 6212 9699, Mondays to Fridays: 9am to 6pm; Saturdays: 9am to 1pm
  • Written feedback via email to cbtravel@chanbrothers.com.sg or mail to 150 South Bridge Road, #07-01 Fook Hai Building, Singapore 058727

The Company will investigate and act to resolve areas or concerns. The interim response is within 2 working days (or 48 hours). Depending on the complexity of the case, the time taken to resolve a complaint is within 21 working days. If it is unable to resolve the complaint amicably, it will refer to NATAS mediation channel with mutual consent of the Customer.

15 Marketing Communications

In respect of marketing communications, the Company ensures that its brochures contain sufficient and accurate information on prices (which can be found on the Company’s website), quality, availability and terms of sales.

16 Privacy Policy

The Company will safeguard, according to the strict standards of security and confidentiality, any information on the Customer. The Company will comply to the Personal Data Protection Act 2012 governing the collection, use, disclosure and care of personal data (which can be found on the Company’s website).  

17 Rights, Disclaimers Relating to Tours

The Company shall not assume responsibility to injuries, damage, accidents, losses or delays to person or property. The Company shall not be responsible for the actions of third party(ies) or suppliers. The Company incorporates the services of airlines, transport companies etc. (suppliers) on its tours. The Company shall not be liable for changes made by suppliers but will endeavor to render assistance wherever possible. All tickets, coupons and orders are furnished and issued, subject in every respect to those terms and conditions under which the means of transportation or other services provided thereby are offered or supplied by owners, operators, managing agents or agents of public carriers. The Company will not be responsible or liable (for damages, refunds or otherwise) for:

  • Mechanical breakdown (except where it is due to negligence on part of the Company or its servants), government actions, weather, acts of God, strikes, compulsory quarantine or other circumstances beyond its control
  • Failure of the Customer to obtain required documentation (e.g. health certificates, visas, passports etc.)
  • Failure of the Customer to follow reasonable instructions including but not limited to check0in and check-out places and times
The Company reserves the right to withdraw any itinerary or any booking made, or decline or refuse the Customer as a member of the tour, if it appears to the Company that the Customer is likely to endanger the health or safety, or impair the comfort and enjoyment of others on the tour. In any of the foregoing events, the Company’s sole liability shall be limited to refund on tour fare paid. The Company reserves the right to take photographs and films of the Customer while on tour with the Company to be used for brochures advertising or publicity materials. The Company shall not be responsible for any other events beyond its reasonable control.

18 Miscellaneous

The Company reserves the right to change, amend, insert or delete any of the Terms and Conditions, or policies contained in this document, as the case may be, without prior notice.