When you book a tour with us, the contract will be between yourself (hereinafter “you, your”) and Phoenix Travel Group SAS of Calle 137 55 42 | Bogota, Colombia (hereinafter “we, us, our”) on the basis set out in these booking conditions.
We will act as principal and tour operator, even if you have booked your travel arrangements through an agent acting on our behalf. The contract will consist of an agreed itinerary, together with these booking conditions. By ticking to say that you have read and agree to these booking conditions you are acknowledging your acceptance of these booking conditions.
By requesting the confirmation of reservation from us or your travel agent acting on our behalf, you are accepting, in your name and of those who are travelling with you, that the terms in this contract, which include the information, restrictions and obligations, constitute the agreement between Phoenix Travel Group and you, regarding your reservation and trip.
It is a condition of your reservation that you and those who are travelling with you provide truthful information that can be sent to governmental bodies, border authorities and security agencies.
The contract between us becomes binding at the point at which you issue instructions to us to go ahead with making reservations for the agreed itinerary and the payment of your deposit to us. This contract is made with Phoenix Travel Group on the terms of these booking conditions, which are governed by the Law of Colombia, and both parties agree to submit to the jurisdiction of the Courts of Colombia.
1) Itinerary Validity
All information in your itinerary is accurate to the best of our knowledge but please note that changes to our trips can and do occur. These are in most circumstances minor, and often may be due to logistical reasons such as changes in train/flight schedules, government policies or for the purposes of safety. Phoenix Travel Group will make every effort to keep you informed of any changes, but cannot be held liable for any alterations made to your itinerary.
2) Deposit and payment
A deposit of 20% of the total cost of your trip is required to confirm your trip. In some circumstances we may ask for a deposit of more than 20%, depending on the type of trip and we will notify you of this at the time of booking. In case your reservation includes flights booked by us, the initial deposit will include the full payment of these flights. Complete payment is required 60 days prior to departure. For trips booked less than 60 days before departure, complete payment is required immediately. If you fail to make full payment of the trip 60 days prior to departure, Phoenix Travel Group reserves the right to cancel the tour and retain the deposit.
3) If you cancel your reservation
In the case of trip cancellation by you, please refer to the schedule below:
60 days or more prior to trip departure – Loss of deposit
Between 59 and 28 days prior to trip departure – 40% of total tour price will be forfeited
Between 27 and 15 days prior to trip departure – 70% of total tour price will be forfeited
Less than 14 days prior to trip departure – no refund
No refund will be made if you voluntarily abandon your itinerary for any reason after the itinerary has begun. Refunds will be at the discretion of Phoenix Travel Group if you are involuntarily forced to leave a trip for any reason.
4) If we cancel your reservation
We reserve the right to cancel the contract between us for any reason prior to your payment of the full price of the holiday, whereupon we will refund any monies that you have paid us in full. After full payment has been made, we will only cancel the contract if events beyond our control make it unavoidable (please see events beyond our control below).
In the unlikely event that such circumstances should arise, we will contact you immediately and offer you the choice of an alternative of equivalent quality (if available) or a full refund of all monies paid. No additional compensation will be paid over and above the total sum received from you.
Events Beyond Our Control
Events Beyond Our Control include: war, threat of war, protests, civil disturbance, terrorist activities and their consequences, labour conflicts, natural and nuclear disasters, fires, epidemics, health risks and pandemics, inevitable and unforeseeable technical problems with transportation for reasons beyond our will and the will of our suppliers, closed or congested airports, severe weather conditions, or any other similar event.
5) Surcharges
Phoenix Travel Group reserves the right to increase the cost of your holiday should the government impose new taxes or increase existing taxes, currency fluctuations, changes in flight schedules or flights cancellations or due to increases in fuel charges. You will be informed by us of any increases, which shall be payable by you at the time of notification.
6) Insurance
Travel insurance and medical precautions are essential and must be put in place by you at the time of booking. We do not give specific advice on these matters and individual circumstances differ, therefore you will need to make sure that the travel insurance and medical precautions that you put in place are suitable for your needs. You are responsible for ensuring you have adequate medical and travel insurance in place before beginning your itinerary and we strongly encourage travellers to purchase travel insurance, including coverage of trip cancellation.
If you are intending to engage in any activity that could be considered hazardous in any way, you should check your insurance carefully to make sure that you will be covered in the case of an accident. You should also make sure that you have sufficient coverage for all activities you anticipate taking part in on your trip.
We prefer you to provide the name of your travel and medical insurance company with contact details so that we can give notification on your behalf if you are unable to do so in the unlikely event of an accident occurring.We will however provide a daily travel assistance with a national based company consisting of a first assistance in case of any emergency. Please note that the coverage of this assistance is very limited and will not cover any pre existing condition. In case of any eventual emergency we will first use this assistance and we strongly recommend that you use your own travel insurance after that.
7) Passport & Visas
You must carry a valid passport and have obtained the appropriate visas when traveling with Phoenix Travel Group, for all anticipated places that you will journey to as part of your trip. It is your responsibility to ensure that you are in possession of the correct visas/travel documentation for your holiday. Phoenix Travel Group cannot accept responsibility if you are refused entry to any anticipated place that you will journey to as part of your trip because you lack the correct visa documentation.
In the case that an application for a visa or travel permit is rejected by government agencies, Phoenix Travel Group cannot accept responsibility.
8) Your responsibilities
You have the responsibility to select a trip appropriate to your abilities and interests. We are always happy to discuss the suitability of an itinerary. You will be responsible for being in sufficient good health to undertake the trip. If your itinerary means you may be involved in strenuous activities, such as cycling, trekking, etc., you should check with your medical practitioner if you are in any doubts about your fitness to do so.
You are responsible for preparing for the trip by studying the itinerary and any pre-departure information and for bringing the appropriate clothing and equipment as advised therein.
You should ensure that you are fully up to date with vaccinations required for the countries/regions in your itinerary. Phoenix Travel Group are not medically qualified in any way and you are responsible for deciding which, if any, vaccinations you need. You should check with your medical practitioner if you are unsure.
If you are prone to recurring illnesses, allergies or have any other disabilities or health problems relevant to your holiday, you should inform us at the time of booking. The same applies to specific dietary requirements, either for medical or religious reasons, or for any other specific requirements or requests.
9) Our responsibilities
Phoenix Travel Group shall always do its utmost to provide the services to the best of its ability. Phoenix Travel Group organises, promotes, and sells tour programs consisting of certain travel services, including but not limited to, surface transportation, excursions, and accommodations which Phoenix Travel Group purchases or reserves from various suppliers. Phoenix Travel Group will use its best endeavours to make sure that the suppliers it uses are suitable for the proposed itinerary. Phoenix Travel Group will be responsible to you for failure or inadequate provision of the travel services booked as part of your trip.
By utilising the travel services of the suppliers, you agree that neither Phoenix Travel Group nor any representative of Phoenix Travel Group shall be liable for any accident, injury, costs, property damage or personal loss to you or those traveling with you in connection with any accommodations, transportation or other travel services where this is caused by your acts or omissions (or those of your party), or resulting directly or indirectly from any occurrences or conditions beyond Phoenix Travel Group’s control, including but not limited to, acts of terrorism, war, defects in vehicles, breakdown of equipment, strikes, theft, delay or cancellation of or changes in itinerary or schedules.
Phoenix Travel Group is not responsible for expenses incurred by you in preparing for the trip (e.g. non-refundable advance purchase air tickets, visa fees, equipment, medical expenses, etc.).
